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Customer contact center for outages and emergencies

Vitens N.V. · Open · 1 lots · 400191
Type
Services
79510000
Estimated value
€ 5,20M
estimated
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence low

Vitens N.V. is looking for a customer contact center to process outages and emergencies outside of regular working hours, as part of a 365/24/7 service. The assignment concerns a framework agreement with one contractor for one lot (CPV 79510000). A clear boilerplate procedure without turnover requirements or short deadlines. This assignment is primarily of interest to large, specialized service providers with experience in customer contact and incident management in the water sector.

Services · Open · European procedure

European
Contracting authority
Vitens N.V.
Contract type
Services
Open
Estimated value
€5,200,000
estimated value
Submission deadline
Ongoing
Scope
European
European procedure
Lots
1
1 lots
Main CPV code
79510000
Location
Netherlands
CharacteristicsCPV 79ServicesEU tender

01What is being requested

Vitens N.V. is looking for a customer contact center to process outages and emergencies outside of regular working hours, as part of a 365/24/7 service. The assignment concerns a framework agreement with one contractor for one lot (CPV 79510000). A clear boilerplate procedure without turnover requirements or short deadlines. This assignment is primarily of interest to large, specialized service providers with experience in customer contact and incident management in the water sector.

The objective of this tender is to establish a Framework Agreement with one contractor for handling outages outside of the regular working hours of Vitens (working days from 07:00-19:00). The outage handling is part of the 365/24/7 service provision of Vitens. This Assignment will be awarded to the Bidder that has submitted the most economically advantageous Tender, being the Tender with the best price-quality ratio. By means of this tender, Vitens wishes to: • Continue the 365/24/7 accessibility for customers to be able to report an outage; • Resolve the quality and handling of incoming out

79510000€ 5,20MServices
1Customer contact center for outages and emergencies€5,200,000

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

€5,200,000

04Likely competitors

#Likely bidderFitWins
1Randstad Uitzendbureau b.v.SME95135×
2Pricewaterhousecoopers Accountants N.V.SME9454×
3De Staffing Groep Nederland B.V.SME8939×
4Arcadis Nederland B.V.SME8832×
5G4S Security Services bvSME8822×
6Sweco Nederland B.V. SME8423×

05Legal themes that may be relevant here

06Frequently asked questions

What is the objective of this assignment?
The objective is to conclude a framework agreement with one contractor for handling outages outside of the regular working hours of Vitens (working days from 07:00-19:00) as part of a 365/24/7 service provision.
What are the main objectives of the service provision?
Vitens wants to continue the 365/24/7 accessibility for customers when reporting outages, resolve the quality and handling of incoming outages quickly and expertly, and guarantee customer satisfaction.
On what criterion will the assignment be awarded?
The assignment will be awarded to the bidder that has submitted the most economically advantageous tender, being the tender with the best price-quality ratio.

Automatically compiled from the official tender data and documents.

07Estimated value versus the market

p25
€ 200K
median
€ 640K
p75
€ 3,0 mln
€ 5,2 mln

Gegunde waarden in CPV 79 · diensten n=4949