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Outsourcing of customer contact handling INK23.008

CAK · Open · 1 lots · 305188
Type
Services
79342320
Estimated value
€ 15M
estimated
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence low

The Centraal Administratie Kantoor (CAK) has opened an EU procurement for the handling of customer contact (INK23.008). The objective is to engage an external service provider capable of managing and optimizing all forms of customer contact (telephone, e-mail, chat, social media). The tender focuses on an integrated solution with a clear service-level agreement (SLA), centering on quality, availability, and customer satisfaction. The selected partner must have experience with public sectors, comply with GDPR requirements, and integrate seamlessly with existing CAK systems. The procedure is open, allowing all interested parties the opportunity to apply. The procurement is subject to European public procurement rules and requires a detailed bid including technical, organizational, and financial components.

Services · Open · European procedure

European
Contracting authority
CAK
Contract type
Services
Open
Estimated value
€15,000,000
estimated value
Submission deadline
Ongoing
Scope
European
European procedure
Lots
1
1 lots
Main CPV code
79342320
Location
's-Gravenhage
CharacteristicsCPV 79ServicesEU tendercustomer contacthandlingEuropean procurement

01What is being requested

The Centraal Administratie Kantoor (CAK) has opened an EU procurement for the handling of customer contact (INK23.008). The objective is to engage an external service provider capable of managing and optimizing all forms of customer contact (telephone, e-mail, chat, social media). The tender focuses on an integrated solution with a clear service-level agreement (SLA), centering on quality, availability, and customer satisfaction. The selected partner must have experience with public sectors, comply with GDPR requirements, and integrate seamlessly with existing CAK systems. The procedure is open, allowing all interested parties the opportunity to apply. The procurement is subject to European public procurement rules and requires a detailed bid including technical, organizational, and financial components.

concerns the award of the EU procurement 'outsourcing of customer contact handling'

79342320€ 15MServices
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

€15,000,000

04Likely competitors

#Likely bidderFitWins
1Randstad Uitzendbureau b.v.SME98135×
2Brunel Nederland B.V.SME9344×
3BDO Audit & Assurance B.V.SME9157×
4HeadFirst B.V.SME9028×
5YoungCapital Flex B.V.SME8922×
6Deloitte Accountants B.V.SME8844×

05Legal themes that may be relevant here

06Frequently asked questions

What is the objective of this assignment?
The objective is the outsourcing of customer contact handling, whereby an external service provider is engaged to manage and optimize all forms of customer contact, including telephone, e-mail, chat, and social media.
What are the main requirements for the selected service provider?
The selected partner must have experience with public sectors, comply with GDPR requirements, and be able to integrate seamlessly with the existing systems of the CAK.
On which aspects is the focus of the service provision?
The assignment focuses on an integrated solution with a clear service-level agreement (SLA), with an emphasis on quality, availability, and customer satisfaction.

Automatically compiled from the official tender data and documents.

07Estimated value versus the market

p25
€ 200K
median
€ 640K
p75
€ 3,0 mln
€ 15 mln

Gegunde waarden in CPV 79 · diensten n=4949