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

Suomi - Ohjelmatuotteet ja tietojärjestelmät - Asiakaspalvelu- ja yhteydenottojärjestelmä (palvelunhallinta) II

Awarded Finland Länsi-Suomi Software & IT systems

Buyer Tampereen kaupunki

Key facts

Published
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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Description

Tampereen kaupunki hankkii asiakaspalvelu- ja yhteydenottojärjestelmän ohjelmistopalveluna (SaaS). Hankittava Asiakaspalvelu- ja yhteydenottojärjestelmä sisältää asiakkaan käyttöliittymän, chat-ratkaisun, tietämyskannan sekä palvelunhallintajärjestelmän. Osana hankintaa on myös järjestelmäkoulutusta ja dokumentointia. Palvelunhallintajärjestelmään kuuluu eri kanavista tulevien yhteydenottojen hallinta, työnkulkujen ja lomakkeiden hallinta, sekä raportointi. Hankittavan järjestelmän tulee mahdollistaa eri kanavia pitkin tulevien yhteydenottojen sujuva ohjaaminen, käsittely, seuranta, raportointi ja tilastointi. Hankittavaa järjestelmää käytetään asiakkaiden (esim. kuntalainen, yhteisön edustaja, vierailija) yhteydenottojen (esim. kysymys, palaute, sisäiset yhteydenotot) käsittelyyn ja raportointiin sekä niistä kertyvän tiedon (asiointitieto) avulla tiedolla johtamiseen. Lisäksi hankinnan pitkän aikavälin tavoitetilana on, että järjestelmä mahdollistaa erilaisten asiointipalveluiden integroimisen osaksi järjestelmää. Tampereen kaupunki on ottamassa käyttöön koko kaupungin kattavaa neuvonnan ja palautteenhallinnan toimintamallia, ja hankittavan järjestelmän tehtävänä on mahdollistaa toimintamallin mukaiset tehtävät, roolit ja prosessit. Käyttöönottoprojektin suunnittelu käynnistetään välittömästi sopimuksen allekirjoituksen jälkeen. Tilaaja pyrkii allekirjoittamaan sopimuksen viimeistään marraskuussa 2025. Tarjoajan tulee toimittaa järjestelmä tuotantokäyttöön viimeistään kahdeksan (8) kuukauden kuluessa.

Official source

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

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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 194 awards for Software & IT systems in Finland.

Median award
€524,968
Middle half of past awards
€265,806 to €1.4M

TED - Tenders Electronic Daily (Publications Office of the EU) publishes no value for this notice, so it has no mark on the scale. The official documents may state one.

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

Tampereen kaupunki

Finland

notices in the register
256
awards
50
awarded in total
€143.1M

Who wins its contracts

Many suppliers
different companies won its awards
34
of the awards went to the three most frequent winners
14%
of its calls state an estimated value
12%

Based on 36 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)
5.2
of those lots received a single tender
14%
of the awards went to companies based in another country
3%

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. Cimson Koulutuspalvelut Oy 2 awards €18.5M
  2. Koiviston Auto Tampere Oy 2 awards €8.2M
  3. Tampereen Kulttuurikamari Oy 1 award €40.0M

5 open tenders right now

Market context

open now in Software & IT systems
1,830
median open notice
€328,926

Who wins in this market

Many suppliers

Finland · Software & IT systems

different companies won awards here
152
of the awards went to the three most frequent winners
8%
buyers awarded contracts here
101

Based on 193 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)
2.3
of those lots received a single tender
20%
of the awards went to companies based in another country
13%

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.

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Awarded before

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