enderView.ai
Sign InStart free
OpenServicesEuropeanRestricted

EA Sourcing partner(s) NS Klantenservice

NS Reizigers B.V. · Restricted · 1 lots · 410235
Type
Services
79342320 · Customer service servi
Estimated value
€ 143M
estimated
To deadline
-106d
Mar 2, 2026 · 11:00
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence low

NS Reizigers B.V. assignment for a virtual organization of two sourcing partners to handle 3.4 million customer contacts. The booking is foreign (large international budget, strategically focused on safety, quality, and innovation).

Services · Restricted · European procedure

European
Contracting authority
NS Reizigers B.V.
Contract type
Services
Restricted
Estimated value
€143,000,000
estimated value
Submission deadline
March 2, 2026
11:00
Scope
European
European procedure
Lots
1
1 lots
Main CPV code
79342320
Customer service services
Location
Netherlands
CharacteristicsCPV 79ServicesEU tender

01What is being requested

NS Reizigers B.V. assignment for a virtual organization of two sourcing partners to handle 3.4 million customer contacts. The booking is foreign (large international budget, strategically focused on safety, quality, and innovation).

The assignment concerns the handling of customer contacts for the NS Klantenservice department. In 2025, 3.4 million customer contacts were handled by NS Klantenservice and the current sourcing partner. NS Klantenservice permanently outsources a large portion of the activities. [Note: The source text says 2025, which is future-dated, but I am translating as provided]. Currently, the outsourced volume is handled in the Netherlands and Suriname. In view of developments in the labor market and regulations, NS wishes to add the possibility of a Nearshore location (within the European Economic Ar

79342320€ 143MServices
1EA Sourcing partner(s) NS Klantenservice€143,000,000

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

€143,000,000

04Likely competitors

#Likely bidderFitWins
1Maandag Interim Professionals B.V.SME93387×
2Daan B.V.SME93154×
3KPN B.V.SME9324×
4BDO Audit & Assurance B.V.SME9157×
5BMC Implementatie MarktplaatsenUnknown9161×
6Matchd B.V.SME9041×

05Legal themes that may be relevant here

06Frequently asked questions

What is the intended form of cooperation between NS Klantenservice and the sourcing partners?
The cooperation is organized as one virtual organization consisting of NS, two specialized sourcing partners, and the in-house execution. The partners work together with NS to jointly optimize the service delivery and discuss results.
How is the capacity and division of work between the two sourcing partners arranged?
The two partners do not perform exactly the same activities due to differences in channel and content skills. In terms of volume, both partners will each take responsibility for approximately half of the part of the customer contacts to be outsourced.
What responsibility lies with NS regarding the WFM process?
NS bears responsibility for the WFM process and the demand to the partners in utilized hours. In doing so, NS bears the ultimate responsibility for accessibility and the service level, whereby schedule attainment is used as a KPI.
In what way is innovation utilized within the customer contact handling?
The expertise of partners in the field of contact center processes and technologies is deployed to accelerate the handling of customer contacts. This includes, among other things, the use of AI to provide customer advisors with optimal support.
Which IT environment is used for the execution of the activities?
The entire virtual organization, consisting of both NS and the selected partners, makes use of the IT environment and connections facilitated by NS.

Automatically compiled from the official tender data and documents.

07Estimated value versus the market

p25
€ 200K
median
€ 640K
p75
€ 3,0 mln
€ 143 mln

Gegunde waarden in CPV 79 · diensten n=4949