Poland – Repair and maintenance services of electrical distribution equipment – Usługa centrum wsparcia CSIRE jako rozwiązanie docelowe.

1) The subject of the procurement is a service involving the implementation of all necessary tasks covered by the task named CSIRE Support Centre Service as the final solution in accordance with the scope defined in Part II of the SWZ. 2) The subject of the procurement is the purchase of Contact Centre (CC) services, provided by the Contractor, which will carry out the CW CSIRE tasks. 1. The main scope of the CSIRE User Support Centre (CW CSIRE) services will be the handling of OIRE applications of various categories: GDPR, ZEW, CSIRE service-related, etc., submitted by Interested Parties through various contact channels: a. a form on the CSIRE User Portal (MojeIRE) dedicated to the CSIRE User b. a "public" CSIRE form - dedicated to Unverified Users c. Chat, including using a Chatbot (with LLM/SI support managing the Knowledge Base) d. Voicebot (with LLM/SI support managing the Knowledge Base) e. dedicated telephone lines (inbound and outbound) f. email sent to a dedicated email address (optional) g. with support for interactions conducted through the IVR channel. 2. The second group of services will be Back Office services (carried out within the Accessibility Module), where initially it is planned to support the handling of legal entities' authorizations for individuals 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 works ensuring the cooperation of the teleinformatics environments of the Purchaser and the Contractor to the extent necessary for the efficient provision of these services. 3) A detailed description of the subject of the procurement is provided in Part II of the SWZ and Part IV of the SWZ. 4) In accordance with Article 101(4) of the Act, the Purchaser allows equivalent solutions to those described in the SWZ using standards, technical assessments, technical specifications and technical reference systems, as referred to in Article 101(1)(2) and (3) of the Act, if they allow to achieve features or parameters no worse than those mentioned. In accordance with Article 101(5) of the Act, the Contractor who refers to equivalent solutions described by the Purchaser is obliged to prove in the offer that the proposed solutions meet the requirements specified in the description of the subject of the procurement to an equivalent extent, in particular by means of the subject evidence, as referred to in Articles 104-107 of the Act. 5) Pursuant to the provisions of Article 438 of the Act in connection with Article 95(1) of the Act, the requirements regarding the obligation to employ workers are specified in Part II of the SWZ and Part IV of the SWZ. 6) The Purchaser requires the Contractor to indicate in the offer, the parts of the procurement which the Contractor intends to entrust to Subcontractors and for the Contractor to provide the names of the Subcontractors, if they are already known. 7) Names and codes of the Common Procurement Vocabulary: Main Code: 79512000-6; name: Customer service centre 8) Subject evidence: The Purchaser does not require the submission of subject evidence.