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Framework Agreement On The Delivery Of A Call Center Solution To The Danish Police. Ii.1.5) Short Description Of The Contract Or Purchase(S): This Tender Concerns A Framework Agreement For The Delivery Of A Call Center Solution To The Danish Police. The Framework Agreement Includes Delivery, Support, Maintenance And Configuration Of Components And Licenses For The Danish Polices Call Centers. With The Framework Agreement, A Number Of Product Lines Are Offered, Which Primarily Consist Of Hardware Components For The Call Centers, But Certain Licenses Will Also Be Included, Which Are Linked To The Video Wall And Sharing Solution, The Audio System And The Touch Panels In The Call Centers. Today, There Are A Total Of 14 Call Centers Located Around The Various Police Districts, The Faroe Islands And Greenland, As Well As A Further 4 Situation And Operations Centers (Sioc). The Polices Call Centers In The Police Districts Are The Operative Focal Point For All Reports. The Control Centers Dispose Of Patrol Vehicles In The Police Districts, And Are Thus A Central Hub In The Day-To-Day Operations Of The Police Districts. The Call Centers Support The Districts In A Number Of Police Professional Functions And Tasks, Including Operation Of The Police Fleet Management System, Handling Of Transferred Calls From 112, Communication With The Police Patrol Cars, Establishment Of A Local Crisis Management Organisation, Etc. The Four Siocs Are The Operative Focal Point In National Crisis Management And Function, For Example, As The Physical And Organizational Framework For The Cooperation And Coordination Of State Authorities At An Operational Level In Connection With The Handling Of All Types Of Major Crises, Accidents And Disasters That Affect Or Have An Effect In Denmark. The Polices Call Centers And Sioc Basically Consist Of A Standardized Call Center Solution, And The Call Centers Are Thus Largely Structured The Same. In This Way, The Call Centers Constitute A Unit In Themselves, But Are Also Connected, So That, For Example, Content Can Be Shared From One Call Center To Another In Real Time. However, Call Centers And Sioc Vary In Size And Specific Equipment, As It Depends On The Specific Need The Call Center Must Support. The Control Center Solution Generally Consists Of A Video Wall Located Centrally In The Control Center, A Kvm Matrix And Supporting It Equipment And Software, Which Can Be Accessed And Operated From A Number Of Operator Desks Via A Touch Panel Placed On The Operator Desks. Under The Upcoming Framework Agreement, The National Police Wants To Continue And Expand The Capacity Of The Call Center Solution In The Danish Police. Some Of The Danish Polices Call Center And Sioc Have Not Yet Been Modernized To The Call Center Solution That Exists Today. Furthermore, There Are A Number Of The Call Centers And Sioc That Have Only Undergone Partial Modernization, And Which Are Also Expected To Be Fully Modernized During The Agreement Period. There Is Thus Partly A Need For The Swedish National Police To Be Able To Purchase Individual Components For The Security Centers On An Ongoing Basis, And Partly A Need For The Swedish National Police To Be Able To Purchase All Components And Necessary Licenses For A Separate Security Center In One Delivery. Due To The Special Structure And Operational Functions Of The Call Centers, The Range Covered By The Upcoming Framework Agreement Must Be Compatible With The Existing Call Center Solution. Ii. Main Services: The Framework Agreement Must Include The Following Main Services, Which Will Be Detailed In The Tender Documents: A: Delivery Of Components And Licenses For The Call Center Solution: The Supplier Must Offer A Product Catalog Consisting Of A Number Of Components Within The Following Overall Categories, From Which The National Police Can Purchase Individual Components For Monitoring Centers As Well As All Hardware Components And Licenses For A New Monitoring Center Solution Combined In One Delivery: • Matrix Kvm (Current Manufacturer Is Black Box) • Card For Housing (Current Manufacturer Is Black Box) • Housing (Current Manufacturer Is Black Box) • Compact Kvm Matrix Switch (Current Manufacturer Is Black Box) • Kvm Management Platform (Current Manufacturer Is Black Box) • Video Wall Software (Current Manufacturer Is Hiperwall) • Audio System (Current Manufacturer Is Dante / Biamp / Tesira / Soundtube) • Tv Tuner (Current Manufacturer Is Elium) • Video Wall Monitors (Current Manufacturer Is Nec) • Pc/ Servers (Current Manufacturer Is Shuttle / Dell) • Touch Panel/Controller/Accessories (Current Manufacturer Is Black Box) • Monitors For Operator Desk (Current Manufacturer Is Nec) • Accessories, Including Cables Etc. B: Maintenance And Support: The Supplier Must Provide Ongoing Support And Maintenance Of The Call Center Solution, Including Both Support And Maintenance Of Hardware Components And Licenses Acquired Under The Upcoming Framework Agreement As Well As Support And Maintenance Of Dansk Politis Existing Call Center Solutions. Support Includes Technical Support In The Form Of 3Rd Level Support, Including The Option Of Onsite Support. 1St Level And 2Nd Level Support Is Provided By The National Police. Installation Of Servers, Configuration Of Components (With Certain Exceptions In Relation To Touch Panels) And Operation Of Hardware, Including Operation Servers, Database And Os Is Provided By The National Police Or Its Operating Supplier. The Maintenance Includes Taking Down And Setting Up Screens In The Video Wall Solution, As Well As Ongoing Maintenance In The Form Of Delivery Of New Versions And Bug Fixes. The Maintenance And Support Obligation Includes Both Software And Hardware. C: Consulting Services For Touch Panel Configuration The Supplier Must Continuously Supervise The Programming Of Touch Panels, Which Are Placed On The Individual Operator Desks In The Call Centers And Sioc. The Programming Must Support The Operational Needs Of The Danish Police, And Different Work Functions Must Be Programmed Based On This. These Work Functions Must Be Adaptable To The Individual Operator Desk, As It Can Vary Which Work Functions The Individual Employees Carry Out And Therefore Need To Display On Their Screens. The Purpose Is To Make It Easy And Quick For The Employee To Adapt The Screens On The Operators Table To His Needs By Having Some Fixed Functions And Scenarios Set Up In Advance That Suit The Employees Work Function.
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