Belgium-Brussels: Telecommunications services

Agency: TED
State:
Level of Government: State & Local
Category:
  • D - Automatic Data Processing and Telecommunication Services
Opps ID: NBD00003035595178585
Posted Date: Sep 28, 2017
Due Date: Oct 16, 2017
Solicitation No: 380914-2017
Source: Members Only
28/09/2017 S186 - - Services - Contract notice - Competitive procedure with negotiation

Belgium-Brussels: Telecommunications services

2017/S 186-380914

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1) Name and addresses
Vlaamse Dienst voor Arbeidsbemiddeling en Beroepsopleiding ? Extern Verzelfstandigd Agentschap
Keizerslaan 11
Brussel
1000
Belgium
Telephone: +32 25061685
E-mail: frank.sterckx@vdab.be
Fax: +32 25061500
NUTS code: BE2

Internet address(es):

Main address: http://www.vdab.be

Address of the buyer profile: https://enot.publicprocurement.be/enot-war/preViewNotice.do?noticeId=286274

I.2) Joint procurement
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at: https://enot.publicprocurement.be/enot-war/preViewNotice.do?noticeId=286274
Additional information can be obtained from the abovementioned address
I.4) Type of the contracting authority
Other type: EVA
I.5) Main activity
Other activity: arbeidsbemiddeling en beroepsopleiding

Section II: Object

II.1) Scope of the procurement
II.1.1) Title:

Contact Center Solution VDAB.

Reference number: VDAB - Afdeling Facility-2017/10596-F02_0
II.1.2) Main CPV code
64200000
II.1.3) Type of contract
Services
II.1.4) Short description:

De opdracht behelst 6 percelen welke allen betrekking hebben op moderne digitale dienstverlening. Concreet gaat het om het opzetten van performante en betrouwbare toepassingen en het bieden van de technische ondersteuning voor het operationeel houden van de toepassingen.

II.1.5) Estimated total value
II.1.6) Information about lots
This contract is divided into lots: yes
Tenders may be submitted for maximum number of lots: 6
II.2) Description
II.2.1) Title:

Contact Center Oplossing (SIP skill-based routing, IVR, telefonie, mail, fax, traffic management en reporting, agent tool, 24/7 support)

Lot No: 1
II.2.2) Additional CPV code(s)
72000000
II.2.3) Place of performance
NUTS code: BE2
II.2.4) Description of the procurement:

Zie opdrachtdocument.

II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

Deze opdracht zal worden gegund voor een periode van 4 jaar, eventueel maximaal 2 maal verlengbaar met 1 jaar tot het einde van de maximum looptijd van 6 jaar.

II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted: no
II.2.11) Information about options
Options: no
II.2.12) Information about electronic catalogues
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14) Additional information

Zie opdrachtdocument.

II.2) Description
II.2.1) Title:

Spraakherkenning (als alternatief op TTS IVR, selfservice)

Lot No: 2
II.2.2) Additional CPV code(s)
72000000
II.2.3) Place of performance
NUTS code: BE2
II.2.4) Description of the procurement:

Zie opdrachtdocument.

II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

Deze opdracht zal worden gegund voor een periode van 4 jaar, eventueel maximaal 2 maal verlengbaar met 1 jaar tot het einde van de maximum looptijd van 6 jaar.

II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted: no
II.2.11) Information about options
Options: no
II.2.12) Information about electronic catalogues
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14) Additional information

Zie opdrachtdocument.

II.2) Description
II.2.1) Title:

Chat- en Co-browse

Lot No: 3
II.2.2) Additional CPV code(s)
72000000
II.2.3) Place of performance
NUTS code: BE2
II.2.4) Description of the procurement:

Zie opdrachtdocument.

II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

Deze opdracht zal worden gegund voor een periode van 4 jaar, eventueel maximaal 2 maal verlengbaar met 1 jaar tot het einde van de maximum looptijd van 6 jaar.

II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted: no
II.2.11) Information about options
Options: no
II.2.12) Information about electronic catalogues
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14) Additional information

Zie opdrachtdocument.

II.2) Description
II.2.1) Title:

Social Media Channel Manager

Lot No: 4
II.2.2) Additional CPV code(s)
72000000
II.2.3) Place of performance
NUTS code: BE2
II.2.4) Description of the procurement:

Zie opdrachtdocument.

II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

Deze opdracht zal worden gegund voor een periode van 4 jaar, eventueel maximaal 2 maal verlengbaar met 1 jaar tot het einde van de maximum looptijd van 6 jaar.

II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted: no
II.2.11) Information about options
Options: no
II.2.12) Information about electronic catalogues
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14) Additional information

Zie opdrachtdocument.

II.2) Description
II.2.1) Title:

Workforce Management tool

Lot No: 5
II.2.2) Additional CPV code(s)
72000000
II.2.3) Place of performance
NUTS code: BE2
II.2.4) Description of the procurement:

Zie opdrachtdocument.

II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

Deze opdracht zal worden gegund voor een periode van 4 jaar, eventueel maximaal 2 maal verlengbaar met 1 jaar tot het einde van de maximum looptijd van 6 jaar.

II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted: no
II.2.11) Information about options
Options: no
II.2.12) Information about electronic catalogues
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14) Additional information

Zie opdrachtdocument.

II.2) Description
II.2.1) Title:

Recording tool (kwaliteitsmonitoring telefonie en mail)

Lot No: 6
II.2.2) Additional CPV code(s)
72000000
II.2.3) Place of performance
NUTS code: BE2
II.2.4) Description of the procurement:

Zie opdrachtdocument.

II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

Deze opdracht zal worden gegund voor een periode van 4 jaar, eventueel maximaal 2 maal verlengbaar met 1 jaar tot het einde van de maximum looptijd van 6 jaar.

II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted: no
II.2.11) Information about options
Options: no
II.2.12) Information about electronic catalogues
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14) Additional information

Zie opdrachtdocument.

Section III: Legal, economic, financial and technical information

III.1) Conditions for participation
III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions:

Zie opdrachtdocument.

III.1.2) Economic and financial standing
List and brief description of selection criteria:

Zie opdrachtdocument.

Minimum level(s) of standards possibly required:

Zie opdrachtdocument.

III.1.3) Technical and professional ability
List and brief description of selection criteria:

Zie opdrachtdocument.

Minimum level(s) of standards possibly required:

Klasse: N/A, categorie: N/A.

III.1.5) Information about reserved contracts
III.2) Conditions related to the contract
III.2.1) Information about a particular profession
III.2.2) Contract performance conditions:

Zie opdrachtdocument.

III.2.3) Information about staff responsible for the performance of the contract

Section IV: Procedure

IV.1) Description
IV.1.1) Type of procedure
Competitive procedure with negotiation
IV.1.3) Information about a framework agreement or a dynamic purchasing system
IV.1.4) Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.5) Information about negotiation
IV.1.6) Information about electronic auction
IV.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
IV.2.2) Time limit for receipt of tenders or requests to participate
Date: 16/10/2017
Local time: 10:30
IV.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
IV.2.4) Languages in which tenders or requests to participate may be submitted:
Dutch
IV.2.6) Minimum time frame during which the tenderer must maintain the tender
IV.2.7) Conditions for opening of tenders

Section VI: Complementary information

VI.1) Information about recurrence
This is a recurrent procurement: no
VI.2) Information about electronic workflows
VI.3) Additional information:

De kandidaat heeft de mogelijkheid om via e-mail bijkomende vragen te stellen over de procedure en het opdrachtdocument.

Deze vragen moeten gestuurd worden naar sl_it@vdab.be

De titel van de mail moet steeds de volgende zijn: ?Vragen ATD 2017/10596 ? naam firma.

De vragen moeten in de mail opgelijst worden waarbij duidelijk het nummer/de verwijzing naar de betrokken paragraaf van het opdrachtdocument wordt vermeld. Er zal getracht worden om deze vragen steeds binnen de week te beantwoorden. VDAB beslist vrij om al dan niet te antwoorden op de gestelde vragen.

VI.4) Procedures for review
VI.4.1) Review body
Raad van State
Wetenschapsstraat 33
Brussel
1000
Belgium
Telephone: +32 22349611
E-mail: info@raadvst-consetat.be
Fax: +32 22349900

Internet address: http://www.raadvanstate.be

VI.4.2) Body responsible for mediation procedures
VI.4.3) Review procedure
VI.4.4) Service from which information about the review procedure may be obtained
Vlaamse Dienst voor Arbeidsbemiddeling en Beroepsopleiding ? Extern Verzelfstandigd Agentschap
Keizerslaan 11
Brussel
1000
Belgium
Telephone: +32 25061584
E-mail: juristen@vdab.be
Fax: +32 25061366
VI.5) Date of dispatch of this notice:
25/09/2017
28/09/2017 S186 - - Services - Contract notice - Competitive procedure with negotiation

Belgium-Brussels: Telecommunications services

2017/S 186-380914

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1) Name and addresses
Vlaamse Dienst voor Arbeidsbemiddeling en Beroepsopleiding ? Extern Verzelfstandigd Agentschap
Keizerslaan 11
Brussel
1000
Belgium
Telephone: +32 25061685
E-mail: frank.sterckx@vdab.be
Fax: +32 25061500
NUTS code: BE2

Internet address(es):

Main address: http://www.vdab.be

Address of the buyer profile: https://enot.publicprocurement.be/enot-war/preViewNotice.do?noticeId=286274

I.5) Main activity
Other activity: arbeidsbemiddeling en beroepsopleiding

Section II: Object

II.1) Scope of the procurement
II.1.1) Title:

Contact Center Solution VDAB.

Reference number: VDAB - Afdeling Facility-2017/10596-F02_0
II.1.2) Main CPV code
64200000
II.1.3) Type of contract
Services
II.1.5) Estimated total value
II.1.6) Information about lots
This contract is divided into lots: yes
II.2) Description
II.2.1) Title:

Contact Center Oplossing (SIP skill-based routing, IVR, telefonie, mail, fax, traffic management en reporting, agent tool, 24/7 support)

Lot No: 1
II.2.2) Additional CPV code(s)
72000000
II.2.3) Place of performance
NUTS code: BE2
II.2.6) Estimated value
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

Deze opdracht zal worden gegund voor een periode van 4 jaar, eventueel maximaal 2 maal verlengbaar met 1 jaar tot het einde van de maximum looptijd van 6 jaar.

II.2) Description
II.2.1) Title:

Spraakherkenning (als alternatief op TTS IVR, selfservice)

Lot No: 2
II.2.2) Additional CPV code(s)
72000000
II.2.3) Place of performance
NUTS code: BE2
II.2.6) Estimated value
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

Deze opdracht zal worden gegund voor een periode van 4 jaar, eventueel maximaal 2 maal verlengbaar met 1 jaar tot het einde van de maximum looptijd van 6 jaar.

II.2) Description
II.2.1) Title:

Chat- en Co-browse

Lot No: 3
II.2.2) Additional CPV code(s)
72000000
II.2.3) Place of performance
NUTS code: BE2
II.2.6) Estimated value
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

Deze opdracht zal worden gegund voor een periode van 4 jaar, eventueel maximaal 2 maal verlengbaar met 1 jaar tot het einde van de maximum looptijd van 6 jaar.

II.2) Description
II.2.1) Title:

Social Media Channel Manager

Lot No: 4
II.2.2) Additional CPV code(s)
72000000
II.2.3) Place of performance
NUTS code: BE2
II.2.6) Estimated value
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

Deze opdracht zal worden gegund voor een periode van 4 jaar, eventueel maximaal 2 maal verlengbaar met 1 jaar tot het einde van de maximum looptijd van 6 jaar.

II.2) Description
II.2.1) Title:

Workforce Management tool

Lot No: 5
II.2.2) Additional CPV code(s)
72000000
II.2.3) Place of performance
NUTS code: BE2
II.2.6) Estimated value
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

Deze opdracht zal worden gegund voor een periode van 4 jaar, eventueel maximaal 2 maal verlengbaar met 1 jaar tot het einde van de maximum looptijd van 6 jaar.

II.2) Description
II.2.1) Title:

Recording tool (kwaliteitsmonitoring telefonie en mail)

Lot No: 6
II.2.2) Additional CPV code(s)
72000000
II.2.3) Place of performance
NUTS code: BE2
II.2.6) Estimated value
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

Deze opdracht zal worden gegund voor een periode van 4 jaar, eventueel maximaal 2 maal verlengbaar met 1 jaar tot het einde van de maximum looptijd van 6 jaar.

Section IV: Procedure

IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
IV.2.2) Time limit for receipt of tenders or requests to participate
Date: 16/10/2017
Local time: 10:30
IV.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
IV.2.4) Languages in which tenders or requests to participate may be submitted:
Dutch

Section VI: Complementary information

VI.5) Date of dispatch of this notice:
25/09/2017
TI Title Belgium-Brussels: Telecommunications services
ND Document number 380914-2017
PD Publication date 28/09/2017
OJ OJ S 186
TW Place BRUSSELS
AU Authority name Vlaamse Dienst voor Arbeidsbemiddeling en Beroepsopleiding ? Extern Verzelfstandigd Agentschap
OL Original language NL
HD Heading - - Services - Contract notice - Competitive procedure with negotiation
CY Country BE
AA Type of authority 8 - Other
HA EU Institution -
DS Document sent 25/09/2017
DT Deadline 16/10/2017
NC Contract 4 - Services
PR Procedure B - Competitive procedure with negotiation
TD Document 3 - Contract notice
RP Regulation 5 - European Union, with participation of GPA countries
PC CPV code 64200000 - Telecommunications services
72000000 - IT services: consulting, software development, Internet and support
OC Original CPV code 64200000 - Telecommunications services
72000000 - IT services: consulting, software development, Internet and support
RC NUTS code BE2
IA Internet address (URL) http://www.vdab.be
DI Directive Public procurement Directive 2014/24/EU

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