Outsourcing first-line telephone function (KCC - call center services)
The Municipality of Utrechtse Heuvelrug wishes to outsource the first-line telephone function of the general telephone number. The service includes answering simple questions, transferring more complex questions to specialist departments, registering reports regarding public spaces, and scheduling appointments. The tender is public and aimed at a service provider with experience in call center activities within the public sector. The contractor must possess a structured call center system, sufficient staff with knowledge of municipal procedures, and a sound reporting and quality assurance procedure. The service must comply with requirements for accessibility, privacy, and information security. The tender is of moderate complexity, with a focus on operational service delivery and customer contact. The contracting authority expects a reliable, scalable solution that meets the requirements of the public sector and ensures the quality of the service delivery.
Services · Open · European procedure
01What is being requested
The Municipality of Utrechtse Heuvelrug wishes to outsource the first-line telephone function of the general telephone number. The service includes answering simple questions, transferring more complex questions to specialist departments, registering reports regarding public spaces, and scheduling appointments. The tender is public and aimed at a service provider with experience in call center activities within the public sector. The contractor must possess a structured call center system, sufficient staff with knowledge of municipal procedures, and a sound reporting and quality assurance procedure. The service must comply with requirements for accessibility, privacy, and information security. The tender is of moderate complexity, with a focus on operational service delivery and customer contact. The contracting authority expects a reliable, scalable solution that meets the requirements of the public sector and ensures the quality of the service delivery.
Outsourcing of the first-line telephone function. It concerns the service delivery of the general telephone number of the Contracting Authority, consisting of answering simple questions, transferring more complex questions to specialist departments, registering reports regarding public spaces, and scheduling appointments.
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 does the assignment for the first-line telephone function entail?
What activities are expected from the contractor?
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