The Norwegian Public Service Pension Fund (SPK) shall, in the near future, procure a system or a solution for the structured handling of e-mails to our central customer centre. The intention of this market survey is to map the systems that are available in the market for handling e-mails.
Structured handling of e-mails means managed and efficient work flow in the process from when a customer sends an e-mail to when the executive officer has completed the enquiry.
The customer centre in SPK consists of more than 30 persons who handle approx. 40 000 e-mail enquiries per annum.
The system ought to take care of the following functional needs:
1. Receipt of e-mail to a joint mailbox with automatic classification and distribution per subject/topic based on the text content in the e-mail.
2. Handling deadlines for replies, escalating cases that have been lying for too long without a reply, based on defined rules/policy.
3. Use of templates for standard replies to enquiries in order to make the processing more efficient.
4. Sending customer enquiries to the second line and further follow-up of them.
5. Transferring external correspondence in the enquiry to the integrated journal system.
6. Support for follow-up and management of the customer centre, including an overview and management of e-mails in and out, processing time, response time, statistics, history, trends.
We would like the system to fit into SPK's target environment and for it to fulfil basic IT requirements. Both cloud systems and locally installed systems are possibilities.
The following system compatibility is wanted for on-site installation:
* Support for Windows Server 2012 or more recent.
* Integration with local Active Directory for user access.
* Integration with Microsoft Exchange 2013 for collection e-mails or other standard e-mail protocol.
* Archiving of e-mails that require archiving with Public 360.
We would like tenderers to describe their products/systems and to describe how the needs are fulfilled and possibly which needs are not fulfilled. Furthermore, we would like tenderers to provide information on the estimated costs for both the procurement and operation/maintenance of your system/solution.
SPK will use the information in the responses for a future procurement of such a system, as well as to get a basis for budgeting for the procurement.
A template proposal is attached for responses, but tenderers are free to design their own response.
We would like to receive the responses by 7.3.2016.