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Closed European Union ServicesFramework agreement

Usluga održavanja jedinstvenog kontaktnog centra (JKC)

MINISTARSTVO PRAVOSUĐA I UPRAVE

Closed. Submission deadline: 22 April 2025. Estimated value: €1,100,000.

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Amounts and figures

€1,100,000
Estimated value
1
Lots

Description

Jedinstveni kontakt centar (u daljnjem tekstu: JKC) pruža podršku u korištenju javnih e-usluga. Cilj JKC-a je omogućiti krajnjim korisnicima brz i jednostavan pronalazak potrebnih informacija, telefonom, mailom ili digitalnom interakcijom pomoću virtualnog asistenta. Radi povećanja učinkovitosti, JKC omogućava orkestraciju procesa i automatizaciju repetitivnih radnji, a implementirani su i elementi poput upravljanja odnosima s korisnicima i korisničkim iskustvom, sa svrhom jačanja zadovoljstva korisnika e-usluga javne uprave. U kontekstu procesa pružanja podrške, razlikujemo korisnike na sljedeći način: • Korisnici (institucije koje koriste JKC za pružanje podrške) • Krajnji korisnici (građani i poslovni subjekti) Detaljnije u prilogu: Opis predmeta nabave/tehnička specifikacija koji je sastavni dio ove Dokumentacije o nabavi.

Award criteria

TypeCriterionWeight
QualityBodovna vrijednost prema ovom kriteriju izračunava se prema sljedećoj formuli: S=(〖Sa〗_1+〖Sa〗_2+〖Sb〗_1+〖Sb〗_2+〖Sc〗_1 〖+〖Sc〗_2+Sd〗_1+〖Sd〗_2+〖Se〗_1+〖Se〗_2)/S_max *45 gdje je : S – ukupni bodovi ponude…45%
QualityNaručitelj kao nefinancijski kriterij određuje kvalitetu ponude kroz kriterij koji se promatra kroz specifično iskustvo stručnjaka – posjedovanje certifikata za sve tražene stručnjake u području…15%
PriceCijena ponude—

Participation requirements

  • Detalji opisani u dokumentaciji o nabavi
  • Sudjelovanje u zločinačkoj organizaciji
  • Kaznena djela terorizma ili kaznena djela povezana s terorističkim aktivnostima
  • Pranje novca ili financiranje terorizma
  • Rad djece i drugi oblici trgovanja ljudima
  • Plaćanje obveza za mirovinsko i zdravstveno osiguranje

Official publications

MediumReferenceDate
TED 00191156-2025 25 March 2025
OJS 59/2025 25 March 2025

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Frequently asked questions

What is the deadline to bid for this tender?
The submission deadline is 22 April 2025, 12:00. Check the official source, as dates can be modified.
What is the estimated value of this tender?
The estimated value published by the buyer is €1,100,000.
Who is the buyer of this tender?
The contracting authority is MINISTARSTVO PRAVOSUĐA I UPRAVE (European Union).
How can I bid for public tenders in the European Union?
Bids are submitted through the official public procurement portal in the European Union. El Vínculo helps you find tenders and analyse their documents; submission always happens at the official source.

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Data collected from official public procurement sources. Amounts as published by the buyer.