enderView.ai
Sign InStart free
AwardedServicesEuropeanOpen

BZK EA First-line Contact Center Services

Het ministerie van Binnenlandse Zaken en Koninkrijksrelaties d.t.v. UBR|HIS · Open · 1 lots · 226490
Type
Services
72253000
Estimated value
€ 27M
estimated
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence low

The procurement by the Ministry of Binnenlandse Zaken en Koninkrijksrelaties concerns the conclusion of an agreement with one contractor for first-line contact center services. The agreement will enter into force on 1 September 2021 and is offered via an open procedure. The contractor must provide a full contact center that handles incoming telephone, email, and chat requests, including providing support in multiple languages. Key aspects include compliance with Service Level Agreements (SLAs), ensuring privacy and data protection in line with the GDPR, integrating with existing ministerial systems, and providing periodic reports on performance and customer satisfaction. Additionally, the contractor must possess sufficient capacity, a robust IT infrastructure, and a clear escalation procedure for complex queries.

Services · Open · European procedure

European
Contracting authority
Het ministerie van Binnenlandse Zaken en Koninkrijksrelaties d.t.v. UBR|HIS
Contract type
Services
Open
Estimated value
€27,000,000
estimated value
Submission deadline
Ongoing
13:00
Scope
European
European procedure
Lots
1
1 lots
Main CPV code
72253000
Location
Den Haag
CharacteristicsCPV 72ServicesEU tendercontact centerfirst-lineministerie van binnenlandse zaken

01What is being requested

The procurement by the Ministry of Binnenlandse Zaken en Koninkrijksrelaties concerns the conclusion of an agreement with one contractor for first-line contact center services. The agreement will enter into force on 1 September 2021 and is offered via an open procedure. The contractor must provide a full contact center that handles incoming telephone, email, and chat requests, including providing support in multiple languages. Key aspects include compliance with Service Level Agreements (SLAs), ensuring privacy and data protection in line with the GDPR, integrating with existing ministerial systems, and providing periodic reports on performance and customer satisfaction. Additionally, the contractor must possess sufficient capacity, a robust IT infrastructure, and a clear escalation procedure for complex queries.

The objective of the Tender is to conclude an Agreement with one Contractor for the delivery of first-line contact center services. The intention is for the Agreement to commence on 1 September 2021.

72253000€ 27MServices
1Lot 1€27,000,000

02Outcome

Awarded

Webhelp Nederland B.V.

Award value
€13,680,000
vs. estimate
-49%

03Exclusion grounds

Exclusion grounds — consult the ESPD
  • No specific exclusion grounds were extracted. In a European tender, the mandatory and discretionary grounds of art. 2.86/2.87 of the Dutch Procurement Act almost always apply — check the European Single Procurement Document (ESPD).

04Value in context

€27,000,000

05Bidders in this segment

#Likely bidderFitWins
1KPN B.V.SME9850×
2T-Mobile Netherlands B.V.SME9430×
3Capgemini Nederland BV - OverallSME9024×
4Ordina Unknown8920×
5Visma Raet B.V.SME8818×
6Atos Nederland B.V.SME8518×

06Tender documents

TN311303 - SF03 Aankondiging van een gegunde opdracht 20220304155857pdfMar 4, 2022 · 30 KB
TN311303 - SF02 Aankondiging van een opdracht 20210429150201pdfApr 29, 2021 · 30 KB

07Legal themes that may be relevant here

08Frequently asked questions

What is the objective of this assignment?
The objective is to conclude an agreement with one contractor for the delivery of first-line contact center services.
When will the agreement enter into force?
The intention is for the agreement to commence on 1 September 2021.
Which services are provided within the agreement?
The contractor provides a full contact center that handles incoming telephone, email, and chat requests, including support in multiple languages.
Which operational requirements must the contractor meet?
The contractor must comply with the Service Level Agreements (SLAs), ensure privacy and data protection in line with the GDPR, integrate with existing ministerial systems, and provide periodic reports on performance and customer satisfaction.
What are the infrastructural requirements for the assignment?
The contractor must possess sufficient capacity, a robust IT infrastructure, and a clear escalation procedure for complex queries.

Automatically compiled from the official tender data and documents.

09Estimated value versus the market

p25
€ 327K
median
€ 800K
p75
€ 2,5 mln
€ 27 mln

Gegunde waarden in CPV 72 · diensten n=1436