AwardedServicesEuropeanOpen

201865006.028.083 VWS-EA-KCC services in the context of UBR|HIS

Ministerie van Volksgezondheid, Welzijn en Sport · Open · 258301

0 of 6 core insights found

Measures presence, not accuracy · documents remain authoritative

ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline

Type

Services

79512000

Estimated value

€ 734K

awarded

To deadline

Ongoing

Knock-outs

n/a

exclusion grounds

Award basis

Best price-quality ratio

Assess manuallyconfidence low

The Ministry of Health, Welfare and Sport is requesting a customer contact center helpdesk to answer questions regarding the Corona apps, websites, and measures. The helpdesk must be available from 08:00 to 20:00, including Sundays and public holidays, via telephone, email, and app stores. The contractor shall provide personnel and resources, manage a Q&A database, escalate to the second line where necessary, and provide periodic reports. The procedure is public, without a CPV code. The assignment requires reliable, scalable service with good knowledge of the Corona applications and a strong focus on customer satisfaction.

Services · Open · European procedure

European

Contracting authority

Ministerie van Volksgezondheid, Welzijn en Sport

Contract type

Services

Open

Estimated value

€734,492

awarded value

Submission deadline

Ongoing

Scope

European

European procedure

Lots

Single contract

Main CPV code

79512000

Location

Netherlands

CharacteristicsCPV 79ServicesEU tenderhelpdeskCorona appscustomer support

01What is being requested

The Ministry of Health, Welfare and Sport is requesting a customer contact center helpdesk to answer questions regarding the Corona apps, websites, and measures. The helpdesk must be available from 08:00 to 20:00, including Sundays and public holidays, via telephone, email, and app stores. The contractor shall provide personnel and resources, manage a Q&A database, escalate to the second line where necessary, and provide periodic reports. The procedure is public, without a CPV code. The assignment requires reliable, scalable service with good knowledge of the Corona applications and a strong focus on customer satisfaction.

The contracting authority requests a customer contact center helpdesk providing all facilities necessary to handle user questions regarding the Corona apps, applications, websites, and Corona measures in general in an effective and efficient manner (via telephone, email, and in the app stores). The contractor shall provide personnel and resources for this purpose. The helpdesk services that the contracting authority wishes to procure consist of the following main components: (1) Answering telephone inquiries based on the available Q&A; (2) Answering inquiries submitted via email based on the a

79512000Services

02Outcome

Awarded

Yource Operations B.V.

Award value

€734,492

03Exclusion 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).

04Value 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.

05Bidders in this segment

#Likely bidderFitWins

1Bender Detachering B.V.SME100107×

2Maandag Interim Professionals B.V.SME98387×

3Daan B.V.SME98154×

4Unique Nederland B.V.SME98103×

5Bright ProfessionalsUnknown9879×

6Randstad Uitzendbureau b.v.SME97135×

06Tender documents

TN357012 - SF03 Aankondiging van een gegunde opdracht 20221215100309pdfDec 15, 2022 · 30 KB

TN357012 - SF02 Aankondiging van een opdracht 20220408162045pdfApr 8, 2022 · 31 KB

07Legal themes that may be relevant here

Advies 419> Beklaagde heeft in januari 2017 een overheidsopdracht voor diensten voor de begeleiding en ondersteuning van de organisatie van Advies 441> Europese openbare procedure voor een opdracht voor sociale en andere specifieke diensten in het kader van het uitvoeren van onde Advies 497> De klacht ziet op een Europese openbare procedure voor een raamovereenkomst met één ondernemer voor diensten voor buitenlandse (Advies 56> Europese Openbare Aanbesteding met betrekking tot een opdracht voor het uitvoeren van postdienstverlening. Beklaagde stelt als r Advies 500> De klacht ziet op een Europese openbare aanbestedingsprocedure voor een raamovereenkomst voor ingenieursdiensten. De ondernemer Complaint dismissed

08Frequently asked questions

What does the assignment for the customer contact center helpdesk entail?

The assignment includes providing personnel and resources to answer questions about Corona apps, applications, websites, and Corona measures via telephone, email, and app stores.

What are the required availability hours for the helpdesk?

The helpdesk must be available daily, including Sundays and public holidays, from 08:00 to 20:00.

What specific tasks will the contractor perform?

The tasks consist of answering telephone and email inquiries based on a Q&A, maintaining frequently asked questions, forwarding questions to second-line support, and providing reports on the services provided.

Automatically compiled from the official tender data and documents.

09Estimated value versus the market

p25
€ 200K

median
€ 640K

p75
€ 3,0 mln

€ 734K

Gegunde waarden in CPV 79 · diensten n=4949