AwardedServicesEuropeanOpen
Customer Service RSR Student Travel Product
Regisseur Studenten Reisrecht B.V. · Open · 1 lots · 317862
0
0 of 6 core insights found
Measures presence, not accuracy · documents remain authoritative
ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline
Type
Services
79510000
Estimated value
€ 826K
estimated
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence low
Regisseur Studenten Reisrecht (RSR) is seeking a service provider to manage the Customer Contact Center (KCC). The procurement concerns an open procedure for a service capable of providing 24/7 customer service for the Student Travel Product. The supplier must possess an experienced call center infrastructure, staff with knowledge of the travel product and associated regulations, and systems for customer interaction, data protection, and reporting. The service provider is expected to achieve integration with existing RSR systems, deliver SLA-driven performance, and be able to scale flexibly during peak periods. The assignment requires a strong focus on customer satisfaction, compliance with privacy legislation, and a clear communication strategy.
Services · Open · European procedure
European
CharacteristicsCPV 79ServicesEU tenderCustomer Contact CenterStudent Travel ProductRSR
01What is being requested
Regisseur Studenten Reisrecht (RSR) is seeking a service provider to manage the Customer Contact Center (KCC). The procurement concerns an open procedure for a service capable of providing 24/7 customer service for the Student Travel Product. The supplier must possess an experienced call center infrastructure, staff with knowledge of the travel product and associated regulations, and systems for customer interaction, data protection, and reporting. The service provider is expected to achieve integration with existing RSR systems, deliver SLA-driven performance, and be able to scale flexibly during peak periods. The assignment requires a strong focus on customer satisfaction, compliance with privacy legislation, and a clear communication strategy.
Regisseur Studenten Reisrecht (RSR) is looking for a service provider capable of managing the operations of the RSR Customer Contact Center (KCC).
1Customer Contact Center (KCC)€826,000
02Outcome
Awarded
Database Fulfilment B.V.
Award value
€781,710
vs. estimate
-5%
Bidders
3
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
€826,000
05Bidders in this segment
#Likely bidderFitWins
1Driessen B.V.SME9397×
2Maandag Interim Professionals B.V.SME92387×
3Daan B.V.SME92154×
4Randstad Uitzendbureau b.v.SME91135×
5T-Mobile Netherlands B.V.SME9028×
6Unique Nederland B.V.SME90103×
06Tender documents
TN439052 - EF29 Aankondiging gegunde opdracht - algemene richtlijn, standaardregeling 20240816131159pdfAug 18, 2024 · 8 KB
NotavanInlichtingenIV_SVOV_KCC_DefpdfMar 18, 2024 · 55 KB
NotavanInlichtingenIII_SVOV_KCC_DefpdfFeb 22, 2024 · 52 KB
TN439052 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20240222135120pdfFeb 22, 2024 · 9 KB
TN439052 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20240124093456pdfJan 24, 2024 · 8 KB
Deel A Beschrijvend document_v2.0 24-01-2024pdfJan 24, 2024 · 423 KB
NotavanInlichtingenII_SVOV_KCC_DefpdfJan 17, 2024 · 67 KB
TN439052 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20231219110841pdfDec 19, 2023 · 8 KB
NotaVanInlichtingen1_SVOV_KCC_defpdfDec 19, 2023 · 160 KB
Bijlage 5B. Inkoopvoorwaarden 2023 DefpdfDec 19, 2023 · 175 KB
Bijlage 10C. TerminologiepdfNov 26, 2023 · 82 KB
Bijlage 2. Verklaring omtrent inschrijvingdocxNov 26, 2023 · 48 KB
07Legal themes that may be relevant here
Advies 462> Europese openbare procedure voor een overheidsopdracht voor diensten voor aanschaf, implementatie en het onderhoud van een E-HRMComplaint dismissedAdvies 628> De klacht ziet op een Europese openbare procedure voor diensten voor een SaaS Student Informatie Systeem (SIS). In die procedureComplaint upheldAdvies 432> Europese openbare procedure voor een raamovereenkomst met één ondernemer per perceel voor diensten van inhuur van personeel voorAdvies 587> De aanbesteder heeft een Europese openbare procedure aangekondigd voor een raamovereenkomst met één ondernemer voor het leveren Advies 375> Meervoudig onderhandse aanbesteding voor vervanging van bruggen door duikers. Klager is een brancheorganisatie die optreedt name
08Frequently asked questions
What is the core of the assignment for the Customer Contact Center?
The assignment involves the full management of the Customer Contact Center (KCC) for the Student Travel Product, whereby the service provider is responsible for customer service.
What operational requirements are imposed on the customer service?
The service provider must be able to offer 24/7 customer service for the Student Travel Product and must be able to scale flexibly during peak periods.
Which technical and infrastructural requirements apply?
The supplier must possess an experienced call center infrastructure, systems for customer interaction, data protection, and reporting, and offer the possibility of integration with existing RSR systems.
On which aspects is the focus placed during the execution of the service provision?
Execution must be focused on customer satisfaction, compliance with privacy legislation, delivering SLA-driven performance, and a clear communication strategy.
Automatically compiled from the official tender data and documents.
09Estimated value versus the market
p25
€ 200K
€ 200K
median
€ 640K
€ 640K
p75
€ 3,0 mln
€ 3,0 mln
€ 826K
Gegunde waarden in CPV 79 · diensten n=4949