Germany – Customer services – DEW21; User Help Desk

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.