The Information office for fruit and vegetables (OFG) operates the School Fruit Scheme subscription system that applies to grades 1 to 7 schools on behalf of the Norwegian Directorate of Health.
In connection with the subscription system there are many inquiries from parents and guardians, especially at the start of each semester (school start in August/September and at the semester start in January). In addition the schools and suppliers may have questions connected to the administration system, with for example clarification before each semester.
OFG has organised a smaller unit that is responsible for the operation. This unit needs relief, especially with regard to requests from parents/guardians and schools. There are particularly many inquiries in connection with the start of the school year in August/September and at the semester start in January. We therefore have an answering centre who can take telephone calls to assist parents/guardians and school employees that get stuck during use of an internet solution. Enquiries can be both by telephone, e-mail and by the conversation function on the internet (chat). In addition an invoicing services will be carried out for parents/schools that would like to receive invoices in the general mail.
The invoicing service functions as follows: Each night an email is sent to an e mail address at the customer service centre with an attached PDF file.. The PDF file contains finished, generated invoices that are adapted preprinted girl forms. The customer service centre writes invoices on preprinted giro forms, puts them in preprinted envelopes and sends them in the mail the day after the files are received. In the August - September period approximately 4 000 invoices are expected and in the period December - January approximately 1 500 invoices. On the most days around school start in August, more than 200 invoices are expected daily.
At the start of the semester, the need is estimated to be between 5 and 10 people (daytime), but in quieter periods (example April and November) there may be only 1 to 2 people needed.
A service provider is obligated to have a service level of 80 % of the incoming calls, and these should be answered within 20 seconds. The average length per conversation is 8 minutes. There may well be quality and leadership, as well as some changes and help shall be entered into the School Fruit Scheme administration system. That means that those who respond must be highly trained. Training will be given by the Contracting Authority.
The service provider will be responsible for ensuring that at any time there are a sufficient number of working stations and sufficient staff to carry out the service for the Contracting Authority.
In order to give an estimate of the size of the project we have accordingly based on experiences and management:
Total telephone conversations 7 000.
Number of emails processed 2,300.
Number of conversations on the internet (chat): 500.
From experience the average time used on incoming calls is 8 minutes and for incoming emails 3 minutes. In addition post-call processing is expected of approx. 8 min on average for incoming conversations.
The starting point for the agreement is 4 years. If the framework conditions are changed, for example there is no longer a need for the assignment, the Contracting Authority may terminate the agreement with 3 months warning.
If the tenderer is located outside of Oslo and the surrounding area, the tenderer must describe how the dialogue and training would be provided to the Contracting Authority.
How to price the offer:
Hourly rate throughout the agreement period for telephone conversations, emails and conversations on the internet (chat).
In the invoicing service, one can either state the price per invoice or add it in as a part of the total contract with the same hourly rate as the rest of the tender. If the latter is chosen, one should estimate the number of invoices that will be processed per hour.
Section V: Award of contract
Contract No: 1
Lot No: 1 - Lot title: Call centre services for the School Fruit Scheme
V.1) Date of contract award decision:
9.5.2014
V.2) Information about offers
Number of offers received: 6
V.3) Name and address of economic operator in favour of whom the contract award decision has been taken
Telephone: Polarfakta AS985946698, Midtre gt. 12, 8624 Mo i Rana, NORWAY +47 75682600