European open urgent procedure Contact Center Stichting Open Nederland
Stichting Open Nederland is seeking a contact center to provide telephone support to citizens regarding the testing process. The current helpdesk handles written inquiries via a self-service portal, while an external party manages telephone contact. The contract with the current service provider is expiring, necessitating a new procurement. The procedure is public and concerns a service. The new contact center must be available 24/7, have experience in public service provision, knowledge of testing processes, and be capable of integrating with existing systems. Clear SLAs, reporting requirements, and scalability are expected.
Services · Open · European procedure
01What is being requested
Stichting Open Nederland is seeking a contact center to provide telephone support to citizens regarding the testing process. The current helpdesk handles written inquiries via a self-service portal, while an external party manages telephone contact. The contract with the current service provider is expiring, necessitating a new procurement. The procedure is public and concerns a service. The new contact center must be available 24/7, have experience in public service provision, knowledge of testing processes, and be capable of integrating with existing systems. Clear SLAs, reporting requirements, and scalability are expected.
Stichting Open Nederland currently has its own helpdesk (written/via self-service portal) for, among others, testing sites, event organizers, and industry organizations, and additionally receives assistance from an external party that manages 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 contact center that can primarily provide telephone contact with citizens.
02Outcome
Webhelp Nederland B.V.
03Exclusion 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).
04Value 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.
05Bidders in this segment
06Legal themes that may be relevant here
07Frequently asked questions
What is the specific assignment of this tender?
What is the current situation of the helpdesk at Stichting Open Nederland?
Automatically compiled from the official tender data and documents.
08Estimated value versus the market
€ 200K
€ 640K
€ 3,0 mln
Gegunde waarden in CPV 79 · diensten n=4949