Country : France
Summary : Contract notice: Call centre
TPD Ref No : 30607778
Document Ref. No. : 067535-2019
Financier : Self Financed
Office Name: Haute Autorité de Santé
Address: 5 avenue du Stade de France
Town: Saint-Denis-la-Plaine
Postal Code: 93218

Phone: +33 155937040
Tender Details : Object of the contract
Call centre

Description: Contract notice: Call centre

Authority Type: National or federal Agency/Office
Contact Nature: Services
Procedure: Open procedure
Document: Contract notice
Regulation: European Union, with participation by GPA countries
Award criteria: The most economic tender
CPV code: 79512000,79512000,79512000
CPV Description: Call center.
Provision of externalized application support for external users of the Accreditation of Physicians and Medical Teams Information System (SIAM2)
Reference Number: 2018-22
The purpose of this consultation is to entrust a provider providing an outsourced application support service for external user supportAS of the Accreditation Information System for Physicians and Medical Teams (SIAM2).
This is an outsourced application support service for the support of external users to the HAS Information System. accreditation of doctors and medical teams (SIAM2). The service covers the following perimeter:
- reception, care, registration and monitoring ofrequests (level 0),
- qualification of level 1 requests, resolution based on documented problems and solutions and / or references in the knowledge base,
- for level 2 requests, defined as being related to a problem unknown to the provider and insoluble in the light of his knowledge, escalating to the service Evoqss (competent service of the HAS),
- update theknowledge base,
- supply of dashboards on the requests treated.
To this are added work for the establishment and monitoring of the service as well as a provision of reversibility at the end of the market. The provider uses its own methods and tools (telephone platform, ticket management tools and knowledge base). All the services realizedare more particularly described in the particular administrative clauses and in the special technical clauses and their annexes.
The current market is a framework agreement within the meaning of Article 4 of Order No. 2015-899 of 23.7 .2015 relating to public markets. It is also subject to the provisions of article 78 of the decree n 2016-360 of 25.3.2016 relating topublic markets. It has a fixed part and a part with orders. The contract is concluded with no minimum amount or maximum amount over the entire duration of the contract. As an indication, for the preceding market, the expenses were:
- 63 746,00 EUR HT or 76 495,20 EUR TTC for the year 2016,
- 55 639,98 EUR HT or 66 767,98 EUR TTC for the year 2017,
- 37 822,00 EUR HT is 45 386,40 EUR TTC for the year 2018.

Internet address (URL):
Deadline : 11 Mar 2019
Documents : Download