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[]
[null,null,"Formato 2 - Formato de observaciones "]
[null,null,"Proceso de Contratación LP-AMP-150-2017"]
[null,null,"Nombre del interesado"]
[]
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["N°","Tipo","Documento al que se refiere","Seccion del documento","Observación"]
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{"sheet":"Hoja1","index":1,"n_rows":64,"n_cols":8,"rows_kept":64,"cut":false,"hidden":true,"merged":[]}
["Documento al que se refiere","Tipo","Estudio de Mercado","Estudios y documentos previos","Pliego de condiciones","Fichas técnicas","Minuta","Cosa 3"]
["Estudio de Mercado","Jurídico","I. Introducción","I. Introducción","I. Introducción","IT-BPO-CC-1 Agente de Centro de Contacto","Cláusula 1: Definiciones","a"]
["Estudios y Documentos Previos","Técnico","II. Definiciones","II. Definiciones","II. Aspectos generales","IT-BPO-CC-2 Agente en la Entidad Compradora","Cláusula 2: Objeto del Acuerdo Marco","b"]
["Pliego de Condiciones","Administrativo","III. Aspectos generales del mercado","III. Acuerdo Marco de Servicios BPO","A. Invitación a las veedurías ciudadanas","IT-BPO-CC-3 Agente Front Office","Cláusula 3: Alcance del objeto del Acuerdo Marco","c"]
["Minuta",null,"A. Entorno económico","A. Objeto del Acuerdo Marco","B. Compromiso anticorrupción","IT-BPO-CC-4 Agente Front Office sin herramienta","Cláusula 4: Catálogo del Acuerdo Marco"]
["Fichas técnicas",null,"A. Compra pública sostenible","B. Necesidad de adquirir Servicios BPO","C. Costos derivados de participar en el Proceso de Contratación","IT-BPO-CC-5 Agente Bilingüe ","Cláusula 5: Valor del Acuerdo Marco"]
[null,null,"B. Marco regulatorio","C. Especificaciones técnicas de los Servicios BPO","D. Comunicaciones","IT-BPO-CC-6 Agente Minero de Datos","Cláusula 6: Actividades de la Entidad Compradora en la Operación Secundaria"]
[null,null,"C. Experiencia Internacional","1. Codificación en el Clasificador de Bienes y Servicios","E. Idioma","IT-BPO-CC-7 Puesto de trabajo en el Centro de Contacto sin agente","Cláusula 7: Actividades de los Proveedores durante la Operación Secundaria"]
[null,null,"D. Experiencia al ciudadano","2. Lotes","F. Legalización de documentos","IT-BPO-CC-8 Puesto de trabajo móvil sin agente","Cláusula 8: Precio de los Servicios BPO"]
[null,null,"IV. Análisis de la oferta","3. Agentes y Servicios BPO","G. Código de ética de Colombia Compra Eficiente","IT-BPO-CC-9 Operación omnicanalidad por minuto","Cláusula 9: Actualización del Catálogo"]
[null,null,"A. Cadena de suministro","4. Zonas de prestación del servicio","III. Definiciones","IT-BPO-CC-10 Minutos de conexión outbound","Cláusula 10: Facturación y pago"]
[null,null,"B. Identificación de proveedores","5. ANS","IV. Descripción del objeto del Acuerdo Marco","IT-BPO-CC-11 Transferencia de llamadas o contactos","Cláusula 11: Obligaciones de los Proveedores"]
[null,null,"C. Características de los servicios que ofrece el mercado","D. Elementos del Acuerdo Marco","A. Especificaciones técnicas de los Servicios BPO","IT-BPO-CC-12 Transferencia de chat","Cláusula 12: Obligaciones de las Entidades Compradoras"]
[null,null,"D. Características de los Call Centers","1. Operación Principal","1. Lotes","IT-BPO-CC-13 Agente Virtual (IVR con reconocimiento de Voz)","Cláusula 13: Obligaciones de Colombia Compra Eficiente"]
[null,null,"E. Estructura de costos","2. Operación Secundaria","2. Agentes y Servicios BPO","IT-BPO-CC-14 Grabación anuncios IVR (Interactive Voice Response) Respuesta de Voz Interactiva ","Cláusula 14: Vigencia del Acuerdo Marco"]
[null,null,"F. Análisis de precios","E. Valor estimado","3. Zonas de prestación del servicio","IT-BPO-CC-15 Mensaje SMS (Short Message Service) Servicio de Mensajes Cortos","Cláusula 15: Cesión"]
[null,null,"G. Análisis financiero del sector","F. Vigencia del Acuerdo Marco","4. ANS","IT-BPO-CC-16 Mailing","Cláusula 16: Fusiones, escisiones, y situaciones de cambio de control"]
[null,null,"V. Análisis de la demanda","IV. Forma de presentación de la Oferta","V. Requisitos habilitantes","IT-BPO-CC-17 Videollamada con agente","Cláusula 17: Garantía de cumplimiento"]
[null,null,"A. Análisis de Tienda Virtual del Estado Colombiano","V. Proceso de selección de Proveedores","A. Capacidad jurídica","IT-BPO-CC-18 Videollamada con agente y lenguaje de señas colombiana o con Intérprete en Lengua de Señas Colombiana","Cláusula 18: Declaratoria de incumplimiento"]
[null,null,"1. Principales Entidades Compradoras","A. Requisitos habilitantes","B. Experiencia","IT-BPO-CC-19 Gestión de Redes Sociales con agente","Cláusula 19: Multas y Sanciones"]
[null,null,"2. Compras por sectores económicos","1. Capacidad jurídica","C. Capacidad financiera","IT-BPO-CC-20 USSD (Unstructured Supplementary Service Data) - Servicio Suplementario de Datos no Estructurados para Consulta al Ciudadano","Cláusula 20: Cláusula penal"]
[null,null,"3. Proveedores en la TVEC","2. Experiencia","D. Capacidad organizacional","IT-BPO-CC-21 Cargo PRI (Primary Rate Interface) - Interfaz de Velocidad Primaria ","Cláusula 21: Conflicto de Interés"]
[null,null,"4. Vigencia de las Órdenes de Compra","3. Capacidad financiera","VI. Requisitos mínimos técnicos","IT-BPO-CC-22 Validación de identidad por centrales de riesgo ","Cláusula 22: Independencia de los Proveedores"]
[null,null,"5. Productos adquiridos por medio de la TVEC","4. Capacidad organizacional","VII. Criterios de evaluación de las Ofertas","IT-BPO-CC-23 Enlace Dedicado entre puntos o Internet","Cláusula 23: Supervisión"]
[null,null,"6. Oportunidades de mejora","B. Requisito mínimo técnico ","A. Factor Económico","IT-BPO-CC-24 Cabina de Contacto telefónico ","Cláusula 24: Indemnidad"]
[null,null,"B. Análisis de la contratación de las Entidades Estatales","VI. Criterios para evaluar Ofertas y adjudicar el Acuerdo Marco","1. Servicios con precios de referencia","IT-BPO-CC-25 SMS como CHAT","Cláusula 25: Caso fortuito y fuerza mayor"]
[null,null,"1. Identificación de las principales Entidades Estatales","A. Factor económico","2. Productos y servicios sin precios de referencia","IT-BPO-CC-26 Virtual Hold","Cláusula 26: Confidencialidad"]
[null,null,"2. Identificación de los principales proveedores","1. Servicios con precios de referencia","B. Factor Técnico","IT-BPO-CC-27 Quiosco virtual de Auto-Consulta","Cláusula 27: Solución de controversias"]
[null,null,"3. Modalidad de contratación","2. Productos y servicios sin precios de referencia","3. Apoyo al postconflicto","IT-BPO-CC-28 Digiturno Básico ","Cláusula 28: Notificaciones"]
[null,null,"4. Características de los Servicios BPO adquiridos por las Entidades Estatales","B. Factor técnico","4. Soporte de plataforma","IT-BPO-CC-29 Digiturno Avanzado","Cláusula 29: Documentos"]
[null,null,"VI. Conclusiones","1. Apoyo a regiones","5. Ancho de banda promedio por persona","IT-BPO-CC-30 Distintivo Institucional","Cláusula 30: Interpretación"]
[null,null,null,"2. Soporte de plataforma","6. Auditoría técnica externa","IT-BPO-CC-31 Transporte","Cláusula 31: Disponibilidad presupuestal"]
[null,null,null,"3. Ancho de banda promedio por persona","C. Puntaje para estimular la industria nacional","IT-BPO-CC-32 Alimentación","Cláusula 32: Lugar de ejecución y domicilio contractual"]
[null,null,null,"4. Auditoría técnica externa","1. Servicio Nacional o con trato nacional","IT-BPO-CC-33 Alojamiento","Cláusula 33: Liquidación"]
[null,null,null,"C. Puntaje para estimular la industria nacional","2. Incorporación de servicios colombianos","IT-BPO-CC-34 Gerente de proyecto","Cláusula 34: Firma"]
[null,null,null,"1. Servicio Nacional o con trato nacional","VIII. Reglas para la presentación de la Oferta","IT-BPO-CC-35 Coordinador Nacional","Anexo 1 Definiciones"]
[null,null,null,"2. Puntaje por incorporación de servicios colombianos","A. Presentación","IT-BPO-CC-36 Profesional de operación zonal en campo","Anexo 2 Firma del Acuerdo Marco—Representante legal de Colombia Compra Eficiente"]
[null,null,null,"D. Adjudicación","B. Rechazo","IT-BPO-CC-37 Supervisor operación Centro de Contacto","Anexo 3 Firma de del Acuerdo Marco—Proveedores"]
[null,null,null,"VII. Análisis de Riesgo","IX. Adjudicación","IT-BPO-CC-38 Líder de calidad"]
[null,null,null,"VIII. Garantías","X. Riesgos","IT-BPO-CC-39 CLIC TO CALL"]
[null,null,null,"A. Garantía de seriedad de la Oferta","XI. Garantías","IT-BPO-CC-40 Estudios de Seguridad "]
[null,null,null,"B. Garantía de cumplimiento","A. Garantía de seriedad de la Oferta","IT-BPO-CC-41 Cerramiento área de trabajo en Centro de Contacto"]
[null,null,null,"IX. Cobertura por Acuerdos Comerciales","B. Garantía de cumplimiento","IT-BPO-CC-42 Traslado servicio "]
[null,null,null,null,"XII. Acuerdo Marco","IT-BPO-CC-43 VPN (Virtual Private Network) - Red Privada Virtual sobre Internet "]
[null,null,null,null,"A. Operación Principal","IT-BPO-CC-44 Minuto IVR (Interactive Voice Response) - Enrutador"]
[null,null,null,null,"1. Partes del Acuerdo Marco","IT-BPO-CC-45 Minuto IVR (Interactive Voice Response) - Audiotexto  "]
[null,null,null,null,"2. Catálogo","IT-BPO-CC-46 Minuto IVR (Interactive Voice Response) Transaccional "]
[null,null,null,null,"3. Tienda Virtual del Estado Colombiano","IT-BPO-CC-47 Hora desarrollo"]
[null,null,null,null,"4. Vigencia del Acuerdo Marco","IT-BPO-CC-48 Validación de información dactiloscópica y biométrica"]
[null,null,null,null,"5. Valor estimado del Acuerdo Marco","IT-BPO-CC-49 Web Callback"]
[null,null,null,null,"6. Administración del Acuerdo Marco","IT-BPO-CC-50 Sesión formación o capacitación"]
[null,null,null,null,"B. Operación Secundaria","IT-BPO-MA-1 Agente de mesa de ayuda –  nivel 1"]
[null,null,null,null,"XIII. Minuta","IT-BPO-MA-2 Agente de mesa de ayuda en la entidad –  nivel 1"]
[null,null,null,null,"XIV. Cronograma","IT-BPO-MA-3 Agente de soporte en sitio – Nivel 2"]
[null,null,null,null,null,"IT-BPO-MA-4 Agente de soporte en sitio por demanda – Nivel 2"]
[null,null,null,null,null,"IT-BPO-MA-5 Coordinador de mesa de ayuda "]
[null,null,null,null,null,"IT-BPO-MA-6 Coordinador Nacional de mesa de ayuda"]
[null,null,null,null,null,"IT-BPO-MA-7 Enlace Dedicado entre puntos o Internet"]
[null,null,null,null,null,"IT-BPO-MA-8 Transporte"]
[null,null,null,null,null,"IT-BPO-MA-9 Alimentación"]
[null,null,null,null,null,"IT-BPO-MA-10 Alojamiento"]
[null,null,null,null,null,"IT-BPO-MA-11 Líder de calidad"]
[null,null,null,null,null,"IT-BPO-MA-12 Estudios de Seguridad "]
[null,null,null,null,null,"IT-BPO-MA-13 VPN (Virtual Private Network) - Red Privada Virtual sobre Internet "]