Poland – Repair and maintenance services of electrical distribution equipment – CSIRE support center service as the target solution.

Opportunity description

1) The subject matter of the contract is a service consisting in the performance of all necessary work covered by the task entitled CSIRE support center service as the target solution, in accordance with the scope specified in Part II of the SWZ. 2) The subject matter of the contract is the purchase of Contact Center (CC) services, provided by the Contractor, which will perform the tasks of the CSIRE CW. 1. The basic scope of the CSIRE User Support Center (CSIRE CW) services will be the handling of submissions to OIRE in various categories: GDPR, ZEW, CSIRE service-related matters, etc., submitted by Stakeholders through various contact channels: a. a form on the CSIRE KSE User portal (MojeIRE) dedicated to the KSE User b. a “publicly available” CSIRE form dedicated to Unauthenticated Users c. Chat, including the use of a Chatbot (supported by an LLM/AI managing the Knowledge Base) d. Voicebot (supported by an LLM/AI managing the Knowledge Base) e. dedicated telephone lines (for incoming traffic – inbound and outgoing traffic – outbound) f. electronic mail sent to a dedicated e-mail address (option) g. together with support for interactions conducted through the IVR channel. 2. The second group of services will comprise so-called Back office services (provided as part of the Accessibility Module), where, initially, support is planned for handling authorizations granted by legal entities to natural persons authorized to act on behalf of the entity, in particular access to the entity’s PP data. 3. The services described above will be supplemented by integration work ensuring cooperation between the Contracting Authority’s and the Contractor’s ICT environments to the extent necessary for the efficient provision of these services. 3) A detailed description of the subject matter of the contract is provided in Part II of the SWZ and Part IV of the SWZ. 4) Pursuant to Article 101(4) of the Act, the Contracting Authority permits solutions equivalent to those described in the SWZ by means of standards, technical assessments, technical specifications and technical reference systems referred to in Article 101(1)(2) and Article 101(3) of the Act, provided that they make it possible to achieve characteristics or parameters no worse than those cited. Pursuant to Article 101(5) of the Act, a Contractor relying on solutions equivalent to those described by the Contracting Authority is required to prove in its tender that the proposed solutions meet the requirements specified in the description of the subject matter of the contract to an equivalent degree, in particular by means of the subject-matter evidence referred to in Articles 104–107 of the Act. 5) In accordance with the provisions of Article 438 of the Act in conjunction with Article 95(1) of the Act, the requirements concerning the obligation to employ workers are specified in Part II of the SWZ and Part IV of the SWZ. 6) The Contracting Authority requires the Contractor to indicate in its tender the parts of the contract that it intends to entrust to Subcontractors and to provide the names of the Subcontractors, if already known. 7) Names and codes of the Common Procurement Vocabulary: Main code: 79512000-6; name: Customer service center 8) Subject-matter evidence: The Contracting Authority does not require the submission of subject-matter evidence. Procedure: open. Review the original TED notice for the complete requirement, lots, amendments and attachments.