The Centraal Administratie Kantoor (CAK) intends to select two service providers through an open tender to handle a portion of customer contacts with citizens. The assignment concerns the outsourcing of telephone, email, and chat interactions, including the registration and escalation of inquiries to the appropriate departments within the CAK. The selected contractors must meet requirements for quality, availability, privacy protection, and reporting. The tender is open, allowing all interested parties to participate. The CAK expects continuous, reliable service provision that aligns with the existing IT infrastructure and laws and regulations regarding data protection. The assignment is intended to increase customer satisfaction and alleviate the internal workload.
Services · Open · European procedure
01What is being requested
The Centraal Administratie Kantoor (CAK) intends to select two service providers through an open tender to handle a portion of customer contacts with citizens. The assignment concerns the outsourcing of telephone, email, and chat interactions, including the registration and escalation of inquiries to the appropriate departments within the CAK. The selected contractors must meet requirements for quality, availability, privacy protection, and reporting. The tender is open, allowing all interested parties to participate. The CAK expects continuous, reliable service provision that aligns with the existing IT infrastructure and laws and regulations regarding data protection. The assignment is intended to increase customer satisfaction and alleviate the internal workload.
With this tender, the CAK aims to contract two Contractors to whom the CAK can outsource a portion of the customer contacts with citizens.
02Outcome
ETB Support Solutions 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
05Bidders in this segment
06Tender documents
07Legal themes that may be relevant here
08Frequently asked questions
What is the purpose of this outsourcing?
Which activities are included in the assignment?
Automatically compiled from the official tender data and documents.
09Estimated value versus the market
€ 200K
€ 640K
€ 3,0 mln
Gegunde waarden in CPV 79 · diensten n=4949