DEW21; User Help Desk

Dortmunder Energie- und Wasserversorgung GmbH (DEW21)·Dortmund, Germany·Expired · Jul 01, 2026·Neg W Call·Services

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Originaltitel der Bekanntmachung

Germany – Customer services – DEW21; User Help Desk

65/100

Opportunity Score

Needs reviewHigh complexity

ServicesExpired

Warum diese Bewertung?

Chance

65 / 100

Komplexität

75 / 100

Risikofaktoren

No estimated contract value provided, making it difficult to assess bid viability and resources required.

Strict turnover and reference requirements may disqualify many bidders. Lack of specific KRITIS experience is a knockou...

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Verwendet:

Description
Industries & Services
Capabilities
Market & Experience
Certifications

Überblick

Moderate opportunity

Wichtige Fakten

Services contract
1 lot
Duration 36 MONTH
User Help Desk services (1st and 2nd level support) including incident management, service request handling, and dispatching
Act as Single Point of Contact (SPOC) for all IT support inquiries from DEW21 group employees

Vollständige Zusammenfassung anzeigen

This tender by Dortmunder Energie- und Wasserversorgung GmbH (DEW21) seeks a service provider for a User Help Desk in Dortmund, Germany. The service covers first and second level support, dispatching, and general service requests. The procedure is a negotiated procedure with prior call for competition under SektVO. The contract duration is 36 months with possible auto-extension up to 3 additional years. No estimated value is provided. Eligibility requirements are strict: average annual turnover of at least €2M, professional liability insurance (€2M/€1M), ISO 27001 certification, and two specific references (managed service desk and application management) for at least 12 months within the last three years, serving at least 1,000 users/tickets per month for a KRITIS company. Award criteria are 40% price and 60% quality (transition & onboarding, operations concept, personnel, service management). Submission deadline is 1 July 2026, 23:59 CEST, with German as the required language. Electronic submission is mandatory.

Risiken

No estimated contract value provided, making it difficult to assess bid viability and resources required.

Strict turnover and reference requirements may disqualify many bidders. Lack of specific KRITIS experience is a knockou...

Analyse kann unvollständig sein

Nur ein Teil der Vergabeunterlagen wurde analysiert. Weitere Anforderungen, Zertifikate oder Einreichungsdokumente können in den übrigen Unterlagen enthalten sein.

Wichtige Anforderungen

Technical

Professional liability insurance with coverage of at least €2M for personal/property damage and €1M for financial/cyber/datenschaden risks (each 2-fold maximized)

Eligibility

Minimum average annual turnover of €2M net over the last three fiscal years

Certifications

ISO 27001 certification (or equivalent) for information security management

Anforderungen können unvollständig sein.

Zuschlagskriterien

Lot 1

Honorar — 40%Transition & Onboarding — 10%Betriebskonzept & Serviceerbrinung — 20%Personal & Qualifikation — 15%Service Management & Eskalation — 15%

Auftraggeber

Name

Dortmunder Energie- und Wasserversorgung GmbH (DEW21)

Ort

Dortmund, DEU

E-Mail

[email protected]

Website

www.dew21.de

Kennung

DE 162678188

Tätigkeit

Electricity-related activities

Lose (1)

LOT-0001