Portugali – Tietokoneisiin liittyvät tekniset tukipalvelut – 28/CP/AT/2026 - AQUISIÇÃO DE SERVIÇOS DE SUPORTE TÉCNICO PARA O SISTEMA DE INFORMAÇÃO DE GESTÃO DO ATENDIMENTO DA AT

Hankinta teknistä tukea järjestelmän hallintojen asiakaspalveluun

TED Notice number: 2023/S 000-000000

Directive: 2014/24/EU

Section I: Contracting authority

I.1) Name and addresses

Official name: European Commission, Directorate-General for Informatics

Postal address: Rue de la Loi, 130, 1049, Brussels, Belgium

Country: Belgium

I.2) Joint procurement

The contract involves joint procurement

I.3) Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://etendering.ec.europa.eu/access

Additional information can be obtained from the abovementioned address

Tenders or requests to participate must be submitted electronically via the above-mentioned URL

I.4) Type of the contracting authority

European institution/agency

I.5) Main activity

Information technology

Section II: Object

II.1) Scope of the procurement

II.1.1) Title:

Acquisition of technical support services for the management information system of the European Commission's customer service

II.1.2) Main CPV code:

72212000

II.1.3) Type of contract:

Services

II.1.4) Short description:

The European Commission (EC) is seeking to acquire technical support services for the management information system of the customer service (hereinafter referred to as the "System"). The System is a critical component of the EC's customer service, providing essential functionalities for managing customer interactions and ensuring the efficient operation of the service.

II.1.5) Estimated total value

Value excluding VAT: 2 000 000.00 EUR

Currency: EUR

II.1.6) Information about lots

This contract is divided into lots: no

II.2) Description

II.2.1) Title:

II.2.2) Additional CPV code(s):

II.2.3) Main description:

The services to be provided include, but are not limited to:

- Technical support and maintenance of the System, including troubleshooting, bug fixing, and performance optimization;

- System updates and upgrades, including the implementation of new features and functionalities;

- User support and training, including the provision of user manuals, guides, and training sessions;

- System monitoring and reporting, including the generation of reports on system performance, usage, and incidents;

- Security and compliance, including the implementation of security measures and compliance with relevant regulations and standards.

II.2.4) Common procurement vocabulary (CPV) codes:

72212000

II.2.5) Information about European Union funds

The procurement is related to a project and/or programme financed by the European Union

II.2.6) Additional information:

The duration of the contract is 36 months

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:

- The economic operator must be legally established in the European Union or in a country that is a signatory to the Agreement on Government Procurement (GPA) and must have the legal capacity to enter into contracts.

III.1.2) Economic and financial standing

List and brief description of selection criteria:

- The economic operator must provide evidence of its financial capacity to undertake the contract, including but not limited to, audited financial statements, bank references, and proof of insurance.

III.1.3) Technical and professional ability

List and brief description of selection criteria:

- The economic operator must demonstrate its technical and professional ability to provide the required services, including but not limited to, relevant certifications, references from previous contracts, and a description of the technical resources and equipment available.

III.2) Conditions related to the contract

III.2.1) Information about a particular profession

III.2.2) Contract performance conditions

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

Open procedure

IV.1.2) Limitation on the number of operators that may participate

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 the participation of a specific economic operator

IV.1.6) Information about the participation of a specific economic operator

IV.1.7) Information about the participation of a specific economic operator

IV.1.8) Information about the participation of a specific economic operator

IV.2) Administrative information

IV.2.1) Previous publication concerning this procedure

IV.2.2) Time limit for the receipt of tenders or requests to participate

Date: 15/01/2024

Local time: 12:00

IV.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates

IV.2.4) Language(s) in which tenders or requests to participate may be submitted:

English

IV.2.5) Information about electronic auction

IV.2.6) Information about funding

Section V: Award of contract

V.1) Award criteria

V.1.1) Award criteria

The most economically advantageous tender will be evaluated on the basis of the criteria stated below:

- Quality/cost ratio

V.1.2) Information about electronic auction

V.2) Administrative information

V.2.1) Initial deadline for the submission of tenders or requests to participate

Date: 15/01/2024

Local time: 12:00

V.2.2) Estimated date of conclusion of the contract

V.2.3) Information about the European Union funds

Section VI: Complementary information

VI.1) Information about the renewal of the contract

VI.2) Information about electronic communication

VI.3) Additional information

VI.4) Information about the European Union funds

VI.5) Information about the European Union funds

VI.6) Information about the European Union funds

VI.7) Information about the European Union funds

VI.8) Information about the European Union funds

VI.9) Information about the European Union funds

VI.10) Information about the European Union funds

VI.11) Information about the European Union funds

VI.12) Information about the European Union funds

VI.13) Information about the European Union funds

VI.14) Information about the European Union funds

VI.15) Information about the European Union funds

VI.16) Information about the European Union funds

VI.17) Information about the European Union funds

VI.18