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Outsourcing service center TenneT

TenneT TSO B.V. · Restricted · 1 lots · 304394
Type
Services
79512000
Estimated value
Not published
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence low

TenneT TSO is looking for an external call center partner to manage inbound emails and telephone calls. The tender focuses on a service-oriented organization capable of providing substantive responses or referrals to the correct internal contact persons in either English or Dutch. TenneT expects a proactive partnership in which the partner actively works to reduce the number of incoming requests. The procurement is subject to a non-public procedure and requires a partner with experience in customer contact, data protection, and working within a public energy organization.

Services · Restricted · European procedure

European
Contracting authority
TenneT TSO B.V.
Contract type
Services
Restricted
Estimated value
Estimate not published
Submission deadline
Ongoing
15:00
Scope
European
European procedure
Lots
1
1 lots
Main CPV code
79512000
Location
Arnhem
CharacteristicsCPV 79ServicesEU tendercall centerinbound emailstelephone calls

01What is being requested

TenneT TSO is looking for an external call center partner to manage inbound emails and telephone calls. The tender focuses on a service-oriented organization capable of providing substantive responses or referrals to the correct internal contact persons in either English or Dutch. TenneT expects a proactive partnership in which the partner actively works to reduce the number of incoming requests. The procurement is subject to a non-public procedure and requires a partner with experience in customer contact, data protection, and working within a public energy organization.

TenneT wishes to contract a call center to handle inbound emails and telephone calls for TenneT by providing substantive responses (in English or Dutch) or by referring them to the appropriate persons within the TenneT organization. In the new situation, TenneT expects a partnership in which a proactive attitude is adopted to actively reduce the number of inbound emails, telephone calls, and referrals.

79512000Services
1Lot 1—

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
1Sweco Nederland B.V. SME10096×
2Movares Nederland B.V.SME10054×
3KPN B.V.SME9725×
4T-Mobile Netherlands B.V.SME9628×
5Odido Netherlands B.V.SME9612×
6Arcadis Nederland B.V.SME95146×

05Legal themes that may be relevant here

06Frequently asked questions

What is the core of the assignment for the service center?
The assignment concerns the outsourcing of inbound emails and telephone calls. The partner must provide substantive responses to these requests in English or Dutch, or refer them to the appropriate contact persons within the organization.
What attitude is expected from the external partner?
TenneT expects a partnership in which the partner adopts a proactive attitude to actively reduce the number of inbound emails, telephone calls, and referrals.

Automatically compiled from the official tender data and documents.

07Estimated value versus the market

p25
€ 200K
median
€ 640K
p75
€ 3,0 mln
deze opdracht

Gegunde waarden in CPV 79 · diensten n=4949