European open urgent procedure Contact Center Stichting Open Nederland
Stichting Open Nederland is conducting an open tender for a contact center that will primarily handle telephone contact with citizens regarding the testing process. The current service provider's contract is expiring, and the foundation seeks a new partner to provide telephone support for test streets, event organizers, and industry organizations. The new contact center must possess sufficient capacity, knowledge of the testing process, strong customer orientation, and the ability to integrate with the existing self-service portal. This is a public procurement procedure without a CPV code, aimed at providing a service in the public sector. Selection will be based on price, quality, experience, and the capacity to handle a high volume of calls.
Services · Open · European procedure
01What is being requested
Stichting Open Nederland is conducting an open tender for a contact center that will primarily handle telephone contact with citizens regarding the testing process. The current service provider's contract is expiring, and the foundation seeks a new partner to provide telephone support for test streets, event organizers, and industry organizations. The new contact center must possess sufficient capacity, knowledge of the testing process, strong customer orientation, and the ability to integrate with the existing self-service portal. This is a public procurement procedure without a CPV code, aimed at providing a service in the public sector. Selection will be based on price, quality, experience, and the capacity to handle a high volume of calls.
Stichting Open Nederland currently operates its own helpdesk (written/via self-service portal) for, among others, test streets, event organizers, and industry organizations, and additionally receives assistance from an external party that handles contact with citizens regarding the testing process. As the contract with the current service provider is expiring, Stichting Open Nederland is using this tender to seek a new contact center that can primarily provide telephone contact with citizens.
02Exclusion grounds
- 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
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
05Legal themes that may be relevant here
06Frequently asked questions
What is the core of the assignment for the contact center?
What specific capabilities are expected from the new service provider?
Automatically compiled from the official tender data and documents.
07Estimated value versus the market
€ 200K
€ 640K
€ 3,0 mln
Gegunde waarden in CPV 79 · diensten n=4949