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AwardedServicesEuropeanOpen

Customer contact center for faults and emergencies

Vitens N.V. · Open · 1 lots · 383880
Type
Services
79510000
Estimated value
€ 5,20M
estimated
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence low

Vitens N.V. has published a closed tender (TenderNed 383880) on 26-06-2025 for a framework agreement with a single contractor to handle faults outside regular working hours (07:00-19:00). The offer must provide 365/24/7 coverage, guarantee fast and expert handling, and ensure customer satisfaction. The contract will be awarded to the bidder that provides the best price-quality ratio.

Services · Open · European procedure

European
Contracting authority
Vitens N.V.
Contract type
Services
Open
Estimated value
€5,200,000
estimated value
Submission deadline
Ongoing
12:00
Scope
European
European procedure
Lots
1
1 lots
Main CPV code
79510000
Location
Netherlands
CharacteristicsCPV 79ServicesEU tender

01What is being requested

Vitens N.V. has published a closed tender (TenderNed 383880) on 26-06-2025 for a framework agreement with a single contractor to handle faults outside regular working hours (07:00-19:00). The offer must provide 365/24/7 coverage, guarantee fast and expert handling, and ensure customer satisfaction. The contract will be awarded to the bidder that provides the best price-quality ratio.

The objective of this tender is to enter into a Framework Agreement with one contractor for receiving faults outside the regular working hours of Vitens (working days from 07:00-19:00). Fault handling is part of the 365/24/7 service provision of Vitens. This Contract will be awarded to the Bidder that has submitted the most economically advantageous Tender, being the Tender with the best price-quality ratio. Vitens wishes, through this tender, to: • Continue the 365/24/7 accessibility for customers to be able to report a fault; • Resolve the quality and handling of incoming faults quickly an

79510000€ 5,20MServices
1Customer contact center for faults and emergencies€5,200,000

02Outcome

Awarded

VHD B.V.

Bidders
4

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

€5,200,000

05Bidders in this segment

#Likely bidderFitWins
1Randstad Uitzendbureau b.v.SME91135×
2Pricewaterhousecoopers Accountants N.V.SME9154×
3De Staffing Groep Nederland B.V.SME8539×
4Arcadis Nederland B.V.SME8432×
5G4S Security Services bvSME8422×
6Het NIC B.V.SME8022×

06Legal themes that may be relevant here

07Frequently asked questions

What is the objective of the framework agreement?
The objective is to enter into a framework agreement with one contractor for receiving faults outside the regular working hours of Vitens (working days from 07:00-19:00).
What level of accessibility is expected from the contractor?
The contractor must ensure 365/24/7 accessibility for customers to be able to report faults, as part of the continuity of Vitens' service provision.
On which aspects is the quality of the service provision assessed?
The focus lies on the quick and expert resolution of incoming faults and ensuring customer satisfaction.
On the basis of which criterion will the contract be awarded?
The contract will be awarded to the bidder that has submitted the most economically advantageous tender, being the tender with the best price-quality ratio.

Automatically compiled from the official tender data and documents.

08Estimated value versus the market

p25
€ 200K
median
€ 640K
p75
€ 3,0 mln
€ 5,2 mln

Gegunde waarden in CPV 79 · diensten n=4949