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TED - Tenders Electronic Daily (Publications Office of the EU) verified 1 week ago Contract award

Bulgaria - Other public, social and personal services - Subscription maintenance, update and servicing of the Contact Centre of the National Social Security Institute

Original България - Други обществени, социални и персонални услуги - Осигуряване на абонаментна поддръжка, актуализация и сервизно обслужване на Контактния център на НОИ

Awarded Bulgaria Yugozapaden Other community services

Buyer НАЦИОНАЛЕН ОСИГУРИТЕЛЕН ИНСТИТУТ

€375,259 awarded value

Key facts

Published
Estimated value
€375,800
converted from BGN
Procedure
Open procedure
  1. Published
  2. Awarded pending

TED - Tenders Electronic Daily (Publications Office of the EU) does not publish the date of this award. See the official notice

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Awarded to

А1 България ЕАД

Awarded value
€375,259
Bid received
1 A single tender
Record with this buyer
2 contracts from this buyer in the register, €375,259 in total

Summary

Machine-generated summary

The National Social Security Institute awarded a contract for out-of-warranty subscription maintenance, updating and servicing of its Contact Centre system. The services covered software and hardware maintenance of the IP voice communications system, 122 licences for 36 months, and support for components such as Cisco Finesse, call recording, CRM, IVR and ACD, plus servers, routers and headsets. The contract was won by A1 Bulgaria EAD. The awarded value amounted to about EUR 375,258.59, converted from BGN at the ECB reference rate. The awarded price was the same as the estimated value of BGN 735,000 (about EUR 375,799.53), within 1%.

Description

Предметът на настоящата поръчка представлява осигуряване на извънгаранционна абонаментна поддръжка и актуализация на текущата системата за управление на дейността на Контактния център на НОИ. В допълнение е необходимо да се осигури и абонаментно сервизно обслужване, което да обхваща софтуерните и хардуерни компоненти на всички инсталации, свързани с работата на IP системата за гласови комуникации, включително и необходимите лицензи. Контактният център обединява програмни продукти и хардуерни компоненти на водещи световни производители, като Cisco Systems, Microsoft и Eleveo. Основната цел, която изпълнява тази система е, обслужване на входящите обаждания, чрез автоматични гласови съобщения (Interactive Voice Response (IVR), разпределяне на обажданията към операторите (Automatic Call Distributor (ACD) и регистрация на позвъняванията (Customer Relationship Management (CRM). Операторите и супервайзорите използват Cisco Finesse като работен плот, осигуряващ лесен достъп до приложенията и информацията, необходима за обслужване на клиенти. В изпълнение на тази цел, са осигурени допълнителни компоненти за запис на обажданията (Call Recording) и автоматично генериране на гласови съобщения (Text-To-Speech (TTS). Функциониращият към момента Контактен център е интегриран с IP телефонната централа на НОИ, сървъра за запис на обажданият и CRM. Абонаментната поддръжка на Контактният център включва осигуряване на 122 броя лицензи за срок от 36 (тридесет и шест) месеца, съгласно техническите спецификации. Сервизното обслужване следва да обхваща извънгаранционна поддръжка на хардуерното и софтуерно оборудване на системата. Извънгаранционната поддръжка включва поддържане на работоспособността на системата, такава каквато е приета след приключване на разработването ѝ, както и след всички извършени впоследствие дейности в периода на техническа поддръжка, включително и осигуряване на безпроблемното функциониране на използвания хардуер (сървъри, маршрутизатори и слушалки).

Official source

Source: TED - Tenders Electronic Daily (Publications Office of the EU)

Always verify details on the official notice.

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Last verified against TED - Tenders Electronic Daily (Publications Office of the EU) 1 week ago

What this market pays

The buyer has too few awards of its own in this sector, so this is the range of the last 76 awards for Other community services in Bulgaria.

This award
€375,259
Estimated value
€375,800
Median award
€141,725
Middle half of past awards
€32,746 to €270,116

The award is larger than three in four past awards.

Award values as published by the official sources. Use them as a guide, not a rule: scope, lots and duration differ between contracts.

НАЦИОНАЛЕН ОСИГУРИТЕЛЕН ИНСТИТУТ

Bulgaria

notices in the register
63
awards
46
awarded in total
€21.9M

Who wins its contracts

Moderately concentrated
different companies won its awards
23
of the awards went to the three most frequent winners
51%

Based on 45 awards with a named winner over the last 3 years. Counted by award, not by value, because lot and framework amounts are not comparable. Concentrated means the three most frequent winners took 65% or more of the awards; many suppliers, under 35% with at least ten different winners.

Competition

tenders per lot on average (open and restricted procedures)
3.5
of those lots received a single tender
30%
of the awards went to companies based in another country
0%

As the official award notices state them, over the last 3 years. Tenders per lot count open and restricted procedures only: in a negotiated procedure or a direct award a single tender is the procedure itself. The country is the one the notice gives for the winner.

One dot per award, on the day it was signed, sized by its value. A ring is an award with no published value.

Awards most often to

  1. ИНФОРМАЦИОННО ОБСЛУЖВАНЕ АД 15 awards €14.4M
  2. БОРИВАН ООД 5 awards €632,080
  3. МУЛТИКО 92 ООД 3 awards €6,380

Market context

open now in Other community services
1,013
median open notice
€323,155

Who wins in this market

Many suppliers

Bulgaria · Other community services

different companies won awards here
46
of the awards went to the three most frequent winners
31%
buyers awarded contracts here
71

Based on 98 awards with a named winner over the last 3 years. Counted by award, not by value, because lot and framework amounts are not comparable. Concentrated means the three most frequent winners took 65% or more of the awards; many suppliers, under 35% with at least ten different winners.

Competition

tenders per lot on average (open and restricted procedures)
3.4
of those lots received a single tender
23%
of the awards went to companies based in another country
0%
of the tenders came from another country
0%

As the official award notices state them, over the last 3 years. Tenders per lot count open and restricted procedures only: in a negotiated procedure or a direct award a single tender is the procedure itself. The country is the one the notice gives for the winner.

Procedure facts

  • A single tender was received (open procedure).

Facts that procurement researchers and journalists track across public records. None of them is evidence of wrongdoing: each has ordinary explanations, such as a specialised market, an urgent need or a short list of qualified suppliers.

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