Tenders Are Invited For Software Package And Information Systems – Provision Of A Feedback Management Solution (Customer Satisfaction Surveys & Nps) And Associated Services

Software Package And Information Systems – Provision Of A Feedback Management Solution (Customer Satisfaction Surveys & Nps) And Associated Services. . The Management Of The Services-Mail-Parcels (Bscc) And General Public And Digital (Bgpn) Branches Of La Poste, Representing Six Functional Areas, Wish To Renew Their Feedback Management And Customer Listening Solution. . The Objective Is To Have A Solution For The Administration And Management Of Satisfaction Surveys: From The Creation Of The Survey, Programming, Routing... To The Use Of The Verbatim, The Restitution Of Opinions And Results And Finally The Possibility Of Giving A Personalized Response To The Recipient Of The Survey. . The Solution Must In Particular Allow The End User To Have Smooth And Efficient Navigation, And The Restitution Of Results To All Links In The Organization (Headquarters And Territories), Via An Sso Connection, With Different User Profiles And Roles. . The Solution Must Allow The Creation Of Dashboards Independently Depending On The Type Of User Profile. The Data Flows Come From Several Internal And External Information Systems At La Poste Which Vary Depending On The Survey Typologies. The Saas Solution Must Therefore Interface With Other La Poste Tools. . In Addition To These Functionalities Of The Solution, The Service Provider Is Expected To Provide The Following Services In Particular: - The Integration Of The Chosen Solution Into The La Poste Technical Environment According To La Postes Expectations (Example: Sso, Customer Account, Etc.); - The Integration Of Respondents From Surveys Carried Out Outside The System Itself, In The Case Of Autonomous Entities Implementing Other Surveys - The Interfacing Of The Results/Verbatim With Other Solutions - The Provision Of Technical And Functional Support Services; The Training Of Administrators. The Candidate Is Also Expected To Support La Poste In The Following Work In Particular: - Project Management, Implementation, General And Detailed Technical And Functional Design, Deployment Of The Solution, To Be A Source Of Proposals And Advice - Configuration, Development And Integration, Acceptance And Production - Data Migration And Recovery, Reversibility Services - Change Management Services Including Training Of Functional And Technical Administrators. - Document (Technical Specifications, User Booklet, Etc.). . The Solution Must Cover The Approximate Volumes Of 24,000 Users, 4.2 Million Respondents And 2 Million Verbatims Per Year. The Number Of Administrators Will Be Approximately 10 People (1 To 2 Per Department). These Figures Are Given For Information Purposes Only And Do Not Constitute A Commitment On The Part Of La Poste. . The Maximum Amount Of The Contract Is Set At 7,800,000 Euros Excluding Tax, Over The Total Duration Of The Framework Agreement, Renewal Periods Included. The Written And Oral Exchanges Of The Project Will Be Carried Out Exclusively In French. The Offer Must Be Valid For One Year.