OpenServicesEuropeanOpen
Contact Function Central Government 1400
Ministerie van Algemene Zaken · Open · 1 lots · 428016
5
5 of 6 core insights found
Measures presence, not accuracy · documents remain authoritative
ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline
Type
Services
79512000 · Telephone information
Estimated value
€ 1,90M
estimated
To deadline
84d
Sep 8, 2026 · 10:00
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
6 criteria
Assess manuallyconfidence high
This tender concerns the execution of public information via the number 1400 and digital channels for the Central Government. The assignment focuses on high-quality, human-centric information provision and an effective guidance function.
Services · Open · European procedure
European
CharacteristicsCPV 79ServicesEU tenderContactcenterPublieksinformatieCustomer Service
01What is being requested
Execution of the contact function via the public information number 1400 and various digital channels for the Central Government. The assignment includes answering public inquiries and providing a guidance function via telephone, e-mail, WhatsApp, X, and Facebook.
Dienst Publiek en Communicatie (DPC) is looking for a Contractor for the execution of the contact function via the public information number 1400 and the associated digital channels.
1Contact Function Central Government 1400€1,900,000
02Strategic insight
Strategic insight · AI analysis
In the qualitative submission, focus on the human-centric approach and inclusive information provision for vulnerable groups. Demonstrate how supporting technology increases the quality of the information officers without replacing human contact. Ensure a solid plan for forecast accuracy and flexible personnel planning to meet service levels.
03Points of attention
Important · 5
The use of client-facing AI such as chatbots is currently not being requested.Important
There is a strong focus on agent-supporting AI to assist information officers.Important
The contractor must have a robust staffing strategy due to the labor market.Important
Capacity must be able to handle up to 20.0% above the forecast on a daily basis.Important
Capacity must be able to handle up to 10.0% above the forecast on a weekly basis.Important
04Exclusion 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).
05Award criteria
Quality 1: Organization and personnel deploymentweight n/a
Assessment of the organization and the deployment of personnel.
Quality 2: Quality assurance and process designweight n/a
Assessment of the design of processes and systems for quality assurance.
Quality 3: Use of technology and innovation with added value for this assignmentweight n/a
Assessment of the use of innovative technologies such as supporting AI.
Quality 4: Risk management and handling unforeseen disruptionsweight n/a
Assessment of risk management and the handling of unexpected situations.
Quality 5: Implementation and transition managementweight n/a
Assessment of the management of the implementation and the transition.
Priceweight n/a
Assessment of the price quotation including implementation costs.
06Value in context
€1,900,000
07Likely competitors
#Likely bidderFitWins
1KPN B.V.SME10024×
2Driessen B.V.SME9897×
3FlextenderUnknown9883×
4BDO Audit & Assurance B.V.SME9757×
5Yacht B.V.SME9756×
6Vodafone Libertel B.V.SME9622×
08Tender documents
Bijlage I - ARVODI-2025pdfJun 7, 2026 · 173 KB
TN591637 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20260605104452pdfJun 7, 2026 · 215 KB
Bijlage B - concept Overeenkomst (1.0)pdfJun 7, 2026 · 387 KB
Bijlage H - Geheimhoudingsverklaring (1.0)pdfJun 7, 2026 · 89 KB
Bijlage E - Service Level Agreement (SLA)(1.0)pdfJun 7, 2026 · 2174 KB
Beschrijvend document - 1400 (1.0)pdfJun 7, 2026 · 1103 KB
uea_591637_20260521143516pdfJun 7, 2026 · 551 KB
Bijlage 3 - Prijsopgavenformulier (1.0)xlsxJun 7, 2026 · 21 KB
Bijlage 4 - Referentieverklaring (1.0)docxJun 7, 2026 · 590 KB
Bijlage A - Programma van Eisen (1.0)pdfJun 7, 2026 · 616 KB
Bijlage C - Concept Verwerkersovereenkomst (1.0)pdfJun 7, 2026 · 556 KB
Bijlage D - Concept Wachtkamerovereenkomst (1.0)pdfJun 7, 2026 · 202 KB
09Legal themes that may be relevant here
Advies 53> Europese openbare procedure voor een overheidsopdracht tot het verrichten van diensten bestaande uit (dagelijks en periodiek) scAdvies 59> Meervoudig onderhandse aanbestedingsprocedure met betrekking tot een opdracht voor de levering van postdiensten en bezorging. InAdvies 174> Concurrentiegerichte dialoog ten behoeve van het afsluiten van een raamovereenkomst met één ondernemer. Is er sprake van het samAdvies 48> Europese niet-openbare procedure voor werktuigkundige en elektrotechnische installaties van de nieuwbouw van een multifunctionelAdvies 462> Europese openbare procedure voor een overheidsopdracht voor diensten voor aanschaf, implementatie en het onderhoud van een E-HRMComplaint dismissed
10Frequently asked questions
What is the core of the assignment for the contact function Central Government 1400?
The assignment entails the execution of the contact function via the public information number 1400 and the associated digital channels.
Which channels are part of the service provision?
The service provision includes the public information number 1400, whereby the service levels for telephony and e-mail are established in the Service Level Agreement.
What is the objective of the execution by the contractor?
The contractor executes the contact function for the Dienst Publiek en Communicatie (DPC) via the telephone number 1400 and digital channels.
Automatically compiled from the official tender data and documents.
11Estimated value versus the market
p25
€ 200K
€ 200K
median
€ 640K
€ 640K
p75
€ 3,0 mln
€ 3,0 mln
€ 1,9 mln
Gegunde waarden in CPV 79 · diensten n=4949