Outsourcing of customer contact handling INK23.008
The Centraal Administratie Kantoor (CAK) intends to select one contractor via an open tender to handle a portion of customer contacts with citizens. The assignment concerns a service provision in which the contractor is responsible for receiving, registering, and redirecting questions and requests from citizens, while complying with applicable privacy and security standards. The contractor is expected to have experience with government processes, possess good knowledge of the CAK systems, and be capable of operating within the specified SLAs. The tender is not specified with a CPV code but falls under the general category of services. The selection will be based on price, quality, experience, and capacity. The CAK seeks a reliable partner capable of ensuring customer satisfaction and reducing the administrative burden.
Services · Open · European procedure
01What is being requested
The Centraal Administratie Kantoor (CAK) intends to select one contractor via an open tender to handle a portion of customer contacts with citizens. The assignment concerns a service provision in which the contractor is responsible for receiving, registering, and redirecting questions and requests from citizens, while complying with applicable privacy and security standards. The contractor is expected to have experience with government processes, possess good knowledge of the CAK systems, and be capable of operating within the specified SLAs. The tender is not specified with a CPV code but falls under the general category of services. The selection will be based on price, quality, experience, and capacity. The CAK seeks a reliable partner capable of ensuring customer satisfaction and reducing the administrative burden.
With this tender, the CAK aims to contract one Contractor to whom the CAK can outsource a portion of the customer contacts with citizens.
02Outcome
Yource Operations B.V.
03Exclusion grounds
- 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
05Bidders in this segment
06Tender documents
07Legal themes that may be relevant here
08Frequently asked questions
What is the purpose of this outsourcing?
What does the assignment for the contractor entail?
Automatically compiled from the official tender data and documents.
09Estimated value versus the market
€ 200K
€ 640K
€ 3,0 mln
Gegunde waarden in CPV 79 · diensten n=4949