Tender for a Contract for the Supply of a Joint Municipal Citizen-Facing Chat and... Tender

Procurement Summary

Country : Denmark

Summary : Tender for a Contract for the Supply of a Joint Municipal Citizen-Facing Chat and Voicebot Solution for the Digital Hotline

Deadline : 09 Apr 2024

Other Information

Notice Type : Tender

TOT Ref.No.: 98583859

Document Ref. No. : 147818-2024

Competition : ICB

Financier : Self Financed

Purchaser Ownership : Public

Tender Value : DKK 13000000

Purchaser's Detail

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Tender Details

The customer and the municipalities currently consist of of the customer and 37 voluntarily cooperating municipalities that collaborate to serve citizens on several channels. The collaboration, which is called The Digital Hotline (hereafter DDH), operates a common chatbot platform and a virtual contact center.



The collaboration for the commonchatbot started in 2018. In the collaboration, a citizen-oriented chatbot is developed, operated and maintained. The chatbot, which is more popularly referred to as 'MUNI', has for more than three years served citizens on the Customer's and the Municipalities' websites, via telephone and through letters addressed to citizens, etc. It is through the yearshas resulted in over 400, 000 dialogues with citizens about everything from construction matters, passport orders and MitID, to dialogues about aids, school enrollment and municipal elections all inquiries that go to the Customer and Municipal Citizens Service. Today, the chatbot can answer Danish citizens' questions within70 categories and has incorporated more than 8, 500 answers, and has thus become a widely used municipal chatbot. The breadth of categories and associated responses can be attributed to the fact that since 2005 citizen services at municipalities have been and are the main entrance to the public sector, where citizens are served by many andreliable service channels. This constellation, which virtually all municipal councils have chosen to use, is anchored in the Act on Municipal Citizen Service Centres.



In 2022, the chatbot received the Danish IT and Digitalisation Agency's digitization award. It was an acknowledgment that it has succeeded...
Document Type: Contract Notice
Reference Number: 187133
Contract Type: services
Estimated Value: 13000000 - DKK
Authority Type: la
Doc Title: Tender for contract for the supply of a joint municipal citizen-facing chat and voicebot solution for the Digital Hotline
Dispatch Date: 2024-03-08
Publish Date: 2024-03-12
Submission Date: 2024-04-09

Documents

 Tender Notice