The Government of Navarra invests €1 million to maintain and improve the 012 omnichannel service over the next five years
The Government of Navarra will invest €996,837.50 to maintain and improve over the next five years the 012 omnichannel citizen service platform, which provides telephone and online assistance to carry out procedures or resolve queries related to public services. To this end, the Executive has authorised at its session today the public company NASERTIC to to manage the contract to guarantee the operation of this service.
The estimated value of the contract includes possible renewals, up to a maximum of five years, and a 15% increase for potential modifications or expansions in technical support and a 20% contingency to cover potential variations in platform usage of the platform due to the incorporation of new entities, the development of new automations or the requirement for new services.
It should be recalled that NASERTIC is responsible for managing various citizen service offerings of the Government of Navarra, including the Citizen Service Office in Tudela, the Mobile Citizen Service Office, the 012 Citizen Service, and the afternoon service at the Pamplona / Iruña Citizen Service Office. The public entity is responsible for ensuring the maintenance of an omnichannel service model with continuity and evolution through the procurement, maintenance, development, subscription and management of the platforms or systems necessary for proper service, as explained at a press conference by the First Vice President, Minister of Presidency and Equality and Government Spokesperson, Javier Remírez.
A service with 46 participating municipalities
Provision of the service entails the renewal of licences, technical and functional support, corrective, preventive and adaptive maintenance, as well as operational services associated with the different components that make up the currently deployed solution. These include the Genesys Cloud omnichannel service platform; the automation and virtual agent (bot) platform; voice transcription and synthesis systems (TTS/STT); the secure communications infrastructure for interconnection with the public telephone network and municipal switchboards; and service integrations with systems of the Government of Navarra and of the 46 municipalities participating in the 012 service.
Consequently, the contract authorised today aims at the operational continuity, technical sustainability and controlled evolution of the already deployed solution, ensuring its proper long‑term operation and its progressive adaptation to the evolving needs of the 012 service and the affiliated entities.
Source: navarra.es
