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BZK EA First-line Contact Center Services

Ministerie van Binnenlandse Zaken en Koninkrijksrelaties · 1 lots · 327023
Type
Services
72253000
Estimated value
Not published
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence low

The Ministry of the Interior and Kingdom Relations (BZK) is seeking a full-service first-line contact center for Logius. The tender includes an implementation project (onboarding, knowledge transfer, system configuration, integrations, governance, and invoicing) and operational services (telephone, email, webcare, social media, and chat support for Logius products such as DigiD, DigiD Machtigen, DigiDApp, DigiD Hoog, MijnOverheid, and SBA). Additionally, the contract requires governance, continuous data analysis for process improvement, innovation proposals, and optional advisory or project trajectories. The contractor must ensure a smooth exit upon termination. The focus is on quality, customer satisfaction, and integration with existing Logius systems.

Services · European procedure

European
Contracting authority
Ministerie van Binnenlandse Zaken en Koninkrijksrelaties
Contract type
Services
Estimated value
Estimate not published
Submission deadline
Ongoing
Scope
European
European procedure
Lots
1
1 lots
Main CPV code
72253000
Location
Netherlands
CharacteristicsCPV 72ServicesEU tendercontact centerlogiusdigid

01What is being requested

The Ministry of the Interior and Kingdom Relations (BZK) is seeking a full-service first-line contact center for Logius. The tender includes an implementation project (onboarding, knowledge transfer, system configuration, integrations, governance, and invoicing) and operational services (telephone, email, webcare, social media, and chat support for Logius products such as DigiD, DigiD Machtigen, DigiDApp, DigiD Hoog, MijnOverheid, and SBA). Additionally, the contract requires governance, continuous data analysis for process improvement, innovation proposals, and optional advisory or project trajectories. The contractor must ensure a smooth exit upon termination. The focus is on quality, customer satisfaction, and integration with existing Logius systems.

Customers of Logius have questions and requests regarding the services provided by Logius. For this purpose, a (full-service) first-line contact center is necessary to handle these reports correctly. The scope of the services is: 1) Executing a project through which your service provision is implemented. This project includes at least the following activities: a) onboarding new employees; b) knowledge transfer; c) setting up the own systems relevant to the service provision; d) linking with the relevant Logius systems; e) setting up governance, including invoicing arrangements. 2) Providing th

72253000Services
1BZK EA First-line Contact Center Services —

02Exclusion 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).

03Value in context

Estimate not published

The contracting authority did not publish an estimated value — common for a large share of contracts. The EU threshold for diensten is € 221.000, for reference.

04Likely competitors

#Likely bidderFitWins
1KPN B.V.SME9350×
2Centric Netherlands B.V.SME9156×
3Afas Software B.V.SME8932×
4PinkRoccade Local Government B.V.SME8834×
5Capgemini Nederland BV - OverallSME8624×
6Ordina Unknown8520×

05Legal themes that may be relevant here

06Frequently asked questions

What is the scope of the requested services for the contact center?
The assignment includes an implementation project (onboarding, knowledge transfer, system configuration, and integrations) and operational first-line responses via telephone, email, webcare, social media, and chat for products such as DigiD, DigiD Machtigen, DigiDApp, DigiD Hoog, MijnOverheid, and SBA.
Which tasks fall under the management and organization of the service provision?
The contractor manages the governance via a consultation structure and reporting, performs continuous data analysis for process improvement, and submits proposals for service innovation.
Are additional assignments possible outside of the regular contact center services?
Yes, at the request of Logius, the contractor may carry out advisory trajectories or projects aimed at the further improvement of the service provision.
What are the obligations of the contractor upon termination of the assignment?
The contractor must ensure a smooth exit at the end of the assignment.

Automatically compiled from the official tender data and documents.

07Estimated value versus the market

p25
€ 327K
median
€ 800K
p75
€ 2,5 mln
deze opdracht

Gegunde waarden in CPV 72 · diensten n=1436