Market dialogue invitation: Alarm monitoring services and remote management services

Market dialogue invitation: Alarm monitoring services and remote management services This notice is an invitation to market dialogue. This notice is not a prior information notice, a contract notice, a request for tenders, nor does the publication of this notice initiate a tender competition.

The Facilities Services unit of the City of Helsinki's Urban Environment Division is preparing to procure alarm monitoring and remote management services for its properties. The purpose of this market dialogue is to map the services available on the market and the technical solutions offered by companies before the publication of the actual request for tenders and requirements specifications. The goal is not only to procure a mechanical alarm transmission service, but a service that supports the proactive maintenance and lifecycle management of properties owned by the City of Helsinki.

The primary area of investigation relates to the reception, processing, and forwarding of property alarms on a 24/7 basis. The aim is a service where alarms are transmitted to the right parties in a timely manner, and alarms that need to be handled are processed remotely by the purchased service. This requires solutions where the service provider can support property maintenance, for example, by performing initial fault detection and remote maintenance or repair operations.

Secondly, we want to explore more broadly the current state of remote monitoring of automation systems, energy management, and process control, as well as the models available on the market. We are interested in, for example, services that utilize analytics, artificial intelligence, or other similar technologies. These could include services where the building automation processes of a property are regularly monitored, deviations are proactively identified, and recommendations for action are formed based on the observations.

The objective of this market dialogue is to determine:
1. What kind of company references, personnel competence requirements, or experience related to similar services do you consider appropriate to consider in the tender competition?
2. How extensive are the fault detection or remote repair operations your control room operators typically perform before dispatching, for example, maintenance to a site? What kind of authorizations have contracting authorities typically granted to service providers without separate case-by-case approval?
3. If a task is generated for a third party, such as the contracting authority's maintenance company, based on an alarm, how is the task typically transmitted, logged, and documented? Is it possible to log tasks in the contracting authority's electronic maintenance log?
4. Is it possible to transfer alarm, event, and action data to the contracting authority's information systems via an open interface or other technical integration? What kind of data can practically be produced through the interface?
5. How does your service support property maintenance beyond receiving, processing, and forwarding alarms according to a pre-agreed operating model?
6. The properties have systems supplied by various equipment manufacturers, such as Fidelix, Siemens, and Schneider, etc. How does your offered service apply to systems from different manufacturers and various technical environments?
7. How do you typically handle contacts from third parties? How are contacts identified, logged, and forwarded to the correct parties?
8. What kind of pricing model and metrics do you recommend for alarm monitoring, remote monitoring, and expert on-call services? How are services based on analytics or artificial intelligence typically priced?
9. How should the remote monitoring of automation systems be implemented to support property maintenance throughout its lifecycle, optimal operation of building automation processes, and energy efficiency?
10. How does the analytics, artificial intelligence, machine learning, or other similar methods included in your service actually utilize the data obtained from automation systems? What kind of observations, alarms, reports, or action recommendations can the service produce, and to what extent is it automatic analysis without human assessment?
11. If the service includes functionalities that utilize artificial intelligence, machine learning, analytics, or other similar automatic reasoning. How do you ensure that the contracting authority's data remains under the contracting authority's control and is not used for training the service provider's general models or for other purposes?
as well as to receive general feedback/comments regarding the procurement.

Answers should be submitted via an electronic form through the link attached, and responses are requested by August 17, 2026.

MARKET DIALOGUE EVENT

A market dialogue event will be held as a hybrid meeting on August 18, 2026, from 9:00 AM to 10:00 AM.
Location: City of Helsinki Urban Environment House (Työpajankatu 8, 00580 Helsinki), meeting room Kuunari kh 6, and via the Teams communication application.

Please register for the event by August 17, 2026, using the electronic form linked in the attachments. Registration requires providing the participant's email address and information on who will be attending. The language of the event will be Finnish.

The contracting entity will offer companies the opportunity to book a 45-minute slot for a one-on-one dialogue at the following times:
- August 18, 2026, at 10:00 AM, 12:00 PM, 1:00 PM
- August 21, 2026, at 9:00 AM, 10:00 AM, 12:00 PM

Registration for one-on-one dialogues must be completed by August 18, 2026, at 11:00 AM using the electronic form linked in the attachments. Time slots will be allocated in order of registration. If necessary, additional time slots will be added if they are filled.

One-on-one dialogues are confidential between the parties, and no public minutes will be taken.

The results obtained from the market dialogue may be used in the preparation and planning of procurement documents and procurements. The information obtained will not be published as is...