Invitation To Market Dialogue: Customer Experience Measurement (Collection, Analysis And Reporting) Service

This Is Not A Procurement Announcement Or A Request For Tender, And This Publication Does Not Start A Tender. This Announcement Is An Invitation To Participate In Market Dialogue For Actors Who May Be Interested In Procurement. Background: The Keha Center Is Tendering For A System Set Intended For Measuring Customer Experience, Which Covers The Collection, Analysis And Reporting Of Customer Feedback. The Acquired Entity Must Enable The Systematic Collection Of Feedback, Versatile Analysis And Clear And Purposeful Reporting For The Organizations Various Usage Needs. The Actual Call For Tenders Is Planned To Be Published In Q3-Q4/2026 And The Targeted Entry Into Force Of The Contract Is Q1/2027 At The Latest. The Key Core Capability To Be Acquired Is Advanced Analysis Functionality, Which Can Be Used To Produce Directly Usable Information To Support The Management, Development And Monitoring Of Operational Activities. The System Must Be Able To Process And Analyze Large Amounts Of Textual Feedback Quickly And Produce Usable Customer Understanding. Analyzing The Numerical Feedback And Monitoring Its Development Is Also An Integral Part Of The Whole. The System Must Utilize Artificial Intelligence In Analytics And Possibly In Other Functions As Well. Analytical Skills Require The Ability To Handle The Most Common Foreign Languages ​​Used In Finland In Addition To Finnish And Swedish. Integration With External Reporting Tools (For Example Power Bi) Is An Expected Feature. In Addition, The Potential Offered By The System For The Utilization Of Ai Agents - Both In Internal Analysis And In The Further Use Of The Analyzed Information Through External Agents - Is An Important Subject Of Review From The Point Of View Of Current And Future Development Directions. The Keha Center Collects, Analyzes And Reports Information Generated From Customer Feedback To Vitality Centers, Partner Agencies, National Employment Services And Other Functions Of The Keha Center. Feedback Is Mainly Collected Using A Continuous Method For Monitoring Service Satisfaction, Developing Services And Supporting Quality Management.______________________________________________________________________________________________ Market Dialogue The Purpose Of The Market Dialogue Is To Specify And Supplement The Procurement Object And To Develop The Specifications Of The Tender That Is Being Prepared. The Procurement Unit Requests Information From Potential Bidders About Solutions Related To The Upcoming Tender. The Market Dialogue May Include One-On-One Discussions (Via The Teams Connection), Answering Questions Prepared By The Procurement Unit, And Commenting On Procurement Materials In The Draft Stage. The Procurement Unit Requests Views And Comments From Suppliers, Especially On The Following Questions: 1. Service Coverage And Invoicing Criteria How Should The Service Be Implemented? Is It Worth Dividing The Implementation Of The Service Into Parts (For Example, Into Separate Parts For Collection, Analysis And Reporting)? What Risks Could Division Into Parts (E.G. Between Three Suppliers) Cause? What Kind Of Alternatives Are There In The Invoicing Basis And Invoicing? 2. Collecting Feedback How Can Customer Feedback Be Collected? From What Different Service Forms And Channels Is Collection Possible? What Kind Of Collection Methods Are Available In Your Service Or Can Be Connected To It? 3. Feedback Analysis How Can Feedback Be Analysed? How Can Useful Information Be Created From The Feedback? Can Text Feedback Be Translated Into Finnish In General (In Addition To The Official Languages) From The Languages ​​Spoken In Finland? What Kind Of Solutions Do You Recommend? 4. Reporting Of Analyzed Feedback How Can The Analyzed Information Be Utilized? Can The Reporting Be Customized Based On The Need To Use The Information, Such As Operational Management Of The Service Or The Targeting Of Development Activities? Can External Reporting Tools Be Used In The Reporting? 5. Utilization Of Artificial Intelligence And Automation The Goal Is To Produce A Collection Of Feedback So That Artificial Intelligence And Automation Are Utilized To An Increasing Extent. Is It Possible To Anonymize Feedback? How Can Artificial Intelligence Be Utilized In The Collection, Analysis And Reporting Of Feedback? How Can External Ai Agents Be Connected To The Analyzed Information? How Do You See Your Presented Service In Terms Of Future Artificial Intelligence Development? 6. Service Use Support And Training How Is Your Service Support Organized? In Which Languages ​​Is Support Available? What Kind Of Training Do You Offer For Using The System And Its New Functionalities? ______________________________________________________________________________________________________ Registration And Participation: Registrants Are Asked To Respond To This Announcement By 4:15 P.M. On April 15, 2026. The Registration Information Is Given In The Other Conditions Section Of The Announcement. At The End Of The Registration Period, The Keha Center Will Contact A Maximum Of Five Participants Whose Solutions Best Meet The Procurement Needs. In Order To Support The Preparation Of The Market Dialogue, The Keha Center Requests, If Possible, Written Presentations Of The Solutions They Offer From The Companies Operating In The Market. The Written Presentation Can Be Downloaded Under Other Conditions. Submitting A Written Prospectus Is Not Mandatory To Participate In The Market Dialogue. Participation In The Dialogue Is Voluntary For The Bidder Throughout The Market Dialogue, And Participation In It Does Not Affect The Bidders Position In The Future Tender. The Customer Does Not Undertake To Carry Out The Procurement In The Manner Presented In The Market Dialogue, But The Areas And Specifications Of The Procurement May Change In The Procurement Notice Published Later. Bidders Are Not Compensated For Participating In The Market Dialogue.