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AwardedServicesEuropeanOpen

Support for the RVO Customer Contact Centre

Ministerie van Economische Zaken en Klimaat, Rijksdienst voor Ondernemend Nederland (RVO) · Open · 2 lots · 297286
Type
Services
79510000
Estimated value
€ 21M
estimated
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence low

Through an open tender, RVO seeks to engage a service provider to supply flexible staff for first-line telephone customer contact. The assignment consists of two components: (1) temporary deployment during peak periods and unforeseen circumstances, and (2) a structural on-call provision that offers additional capacity beyond the existing core staffing. The focus is on high quality, reliability, and relieving the operational burden of RVO. The contractor must demonstrate experience in public service provision, scalable workforce construction, and comply with requirements for customer satisfaction and data security.

Services · Open · European procedure

European
Contracting authority
Ministerie van Economische Zaken en Klimaat, Rijksdienst voor Ondernemend Nederland (RVO)
Contract type
Services
Open
Estimated value
€21,000,000
estimated value
Submission deadline
Ongoing
13:00
Scope
European
European procedure
Lots
2
2 lots
Main CPV code
79510000
Location
Den Haag
CharacteristicsCPV 79ServicesEU tendercustomer contactflexible stafftelephone answering

01What is being requested

Through an open tender, RVO seeks to engage a service provider to supply flexible staff for first-line telephone customer contact. The assignment consists of two components: (1) temporary deployment during peak periods and unforeseen circumstances, and (2) a structural on-call provision that offers additional capacity beyond the existing core staffing. The focus is on high quality, reliability, and relieving the operational burden of RVO. The contractor must demonstrate experience in public service provision, scalable workforce construction, and comply with requirements for customer satisfaction and data security.

The objective of the assignment is to acquire support for the execution of RVO's first-line customer contact services. High quality and relieving the operational burden are the key terms for the execution of first-line customer contacts. The assignment is two-fold. On the one hand, the contracting authority is looking for a Contractor who can deploy staff on a flexible basis for the benefit of RVO to handle telephone inquiries, particularly during peak periods and when unforeseen circumstances arise. On the other hand, through this tender, the Contracting Authority wishes to establish a struct

79510000€ 21MServices
1Lot 1€10,000,000
2Lot 2€11,000,000

02Outcome

Awarded

Webhelp Nederland B.V.

Award value
€10,000,000
vs. estimate
-52%

03Breakdown by lot

Lot 1€10,000,000
Lot 2€11,000,000

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).

05Value in context

€21,000,000

06Bidders in this segment

#Likely bidderFitWins
1Daan B.V.SME99154×
2Randstad Uitzendbureau b.v.SME99135×
3Driessen B.V.SME9997×
4Maandag Interim Professionals B.V.SME98387×
5Bender Detachering B.V.SME98107×
6YER Nederland B.V.SME9897×

07Tender documents

TN405551 - SF03 Aankondiging van een gegunde opdracht 20230911091530pdfSep 13, 2023 · 44 KB
Bijlage 4 - (Concept) Raamovereenkomst perceel 2_NVIpdfJun 6, 2023 · 212 KB
Nota van Inlichtingen perceel 1 (waakvlamconstructie) en perceel 2 (TFWS)_defpdfJun 6, 2023 · 305 KB
Aanbestedingsdocument-openbaar-EA KCC_V2 NVIpdfJun 6, 2023 · 679 KB
Bijlage 3 - (Concept) Raamovereenkomst perceel 1_V2 NVIpdfJun 6, 2023 · 198 KB
Bijlage 3 - (Concept) Raamovereenkomst perceel 1pdfMay 11, 2023 · 195 KB
TN405551 - SF02 Aankondiging van een opdracht 20230509154638pdfMay 11, 2023 · 40 KB
Bijlage 5 - Arvodi-2018pdfMay 11, 2023 · 365 KB
Bijlage 4a - (Concept) Verwerkersovereenkomst perceel 2pdfMay 11, 2023 · 175 KB
Bijlage 9- klachtenprocedurepdfMay 11, 2023 · 59 KB
Bijlage 7- Invulformat Vragen en antwoordendocxMay 11, 2023 · 31 KB
Bijlage 4b - (Concept) SLAP perceel 2pdfMay 11, 2023 · 328 KB

08Legal themes that may be relevant here

09Frequently asked questions

In what two ways will the support for the contact centre be fulfilled?
The support is two-fold: on the one hand, the deployment of staff on a flexible basis for telephone answering during peak periods, and on the other hand, a structural provision to handle customer contacts on an on-call basis that are less suitable for the internal contact centre or that serve as extra flexibility above the core staffing.
What are the core values for the execution of the assignment?
For the execution of first-line customer contacts, high quality and relieving the operational burden are the most important key terms.

Automatically compiled from the official tender data and documents.

10Estimated value versus the market

p25
€ 200K
median
€ 640K
p75
€ 3,0 mln
€ 21 mln

Gegunde waarden in CPV 79 · diensten n=4949