ESM Platform with Solution for User Inquiries - Phase 1 - Qualification

The Storting's current solution for handling user inquiries, Footprints, is nearing the end of its technological life and no longer meets the requirements for modern, secure, and efficient case management. For users, the current situation means inquiries must be directed through several different channels – such as Footprints, email, phone, SMS, and in person – creating uncertainty about where to direct inquiries, who is responsible for follow-up, and the status of the case. To address these challenges, the New Solution for User Inquiries project was established with the goal of procuring and implementing a modern ESM (Enterprise Service Management) platform, where the new solution for user inquiries will be established as the first solution on the platform. An ESM platform will not only replace Footprints but also provide the Storting with a common technological foundation for various types of work processes in the long term. Thus, the project addresses both the need for a new user inquiry system and the strategic need to ensure the possibility of growth when the organization is ready for it. The objective is to implement a solution that is secure, scalable, and based on standardized processes and integrations. The platform approach facilitates further digitalization, improved data quality, and fact-based decision-making. It also supports the Storting's need for efficiency, automation, and holistic management information. Future Situation: Once the solution is implemented, the Storting will have adopted a flexible and scalable platform that supports user inquiries as the first process, but which is also set up to handle multiple work processes over time. The platform enables phased further development where the Storting itself controls the pace, while the supplier contributes the necessary expertise for configuration, development, and implementation, along with their best practices and experience from other clients. The solution is integrated with other systems through standard APIs/connectors, providing a common framework for processes and data. This ensures consistent information across the organization, better data quality and management information, as well as support for fact-based prioritization and strategic planning. The Storting's administration will have a modern, holistic, and user-friendly platform that improves both internal workflows and the user experience. Uniform processes and a common user interface contribute to fewer errors, better experiences, and more efficient workflows. The solution also facilitates increased automation and digitalization, and over time, cost reductions will be achieved by consolidating more processes into one platform, while security and privacy are strengthened. The Storting now has a strong technological foundation that can be further developed in phases, scaled as needed, and used across the organization to support future digital needs and innovation. Procurement: The procurement is carried out with SSA-Sky as the agreement basis, and it is assumed that the solution will be delivered as a standardized cloud solution (SaaS). ...