EUDI-Wallet Support Organisation VoC - Feedback & Analytics
Original notice title
Germany – IT services: consulting, software development, Internet and support – EUDI-Wallet Support Organisation VoC - Feedback & Analytics
Opportunity Score
Why this score?
Opportunity
55 / 100
Complexity
65 / 100
Risk factors
No budget or estimated value disclosed; bidders must develop pricing without knowing the buyer's budget range.
Strict turnover requirement (EUR 6M/year) and three specific references may significantly limit the number of eligible...
Deep Portfolio Analysis
Uses:
- Description
- Industries & Services
- Capabilities
- Market & Experience
- Certifications
Overview
Moderate opportunityKey Facts
- Services contract
- 1 lot
- Duration 24 MONTH
- Build, operate, and continuously develop an integrated VoC feedback and analytics system for the EUDI Wallet Support Organisation (EWSO)
- Configure feedback instruments: post-interaction surveys, IVR-CSAT, NPS, CES, B2B partner reviews, agent feedback loop
Show full summary
This open tender by SPRIND GmbH seeks a contractor to build, operate, and continuously develop an integrated Voice of Customer (VoC) feedback and analytics system for the EUDI Wallet Support Organisation (EWSO). The scope includes configuring feedback instruments, setting up KPI dashboards and pattern alerting systems, supporting beta and go-live phases, and transferring operations to the buyer's internal team. The contract is for 24 months with an optional 12-month extension. Performance is in Leipzig, Germany. The procedure is open, and submissions are electronic via DTVP. No estimated value is disclosed. Requirements include a professional liability insurance of EUR 3 million per claim, three comparable customer feedback system references, ISO 27001 certification, and a minimum annual turnover of EUR 6 million in each of the last three years. Award is based on price (30%), solution concept (50%), and team composition (20%).
Risks
No budget or estimated value disclosed; bidders must develop pricing without knowing the buyer's budget range.
Strict turnover requirement (EUR 6M/year) and three specific references may significantly limit the number of eligible...
Analysis may be incomplete
Only part of the procurement documentation was analyzed. Additional eligibility requirements, certificates, or submission documents may exist in the remaining tender documentation.
Key Requirements
Technical
- Professional liability insurance of at least EUR 3 million per claim for personal/property damage and EUR 3 million for financial loss
- Minimum of three comparable references: customer feedback systems with CX analytics for digital products, public sector clients, GDPR compliance, EU hosting, and automated...
Certifications
- Valid ISO 27001 certification or equivalent
Requirements may be incomplete.
Award Criteria
Lot 1
Buyer
Location
Leipzig, DEU
Identifier
HRB 36977 (AG Leipzig)
Activity
Economic affairs
Lots (1)
LOT-0001
EUDI-Wallet Support Organisation VoC - Feedback & Analytics
Build, configure, and operate a VoC feedback and analytics platform including surveys, IVR-CSAT, NPS, CES, B2B reviews, agent feedback loop, KPI dashboard, and pattern alerting. Support closed-beta (Q4 2026) and go-live (Q1 2027) with hypercare, then transfer operational control to the buyer. Includes DSGVO-compliant data collection, EU hosting, pseudonymization, API integration with ticketing and telephony, WCAG 2.1 compliance, documentation, training, and transition plan.
Location
Duration
Category
Award Criteria
Deadline
Award details
Bewertet werden die Preisangaben des Bieters auf dem Preisblatt entsprechend den Angaben in den Vergabeunterlagen.
Bewertet wird das Lösungskonzept des Bieters entsprechend den Vorgaben in den Vergabeunterlagen.
Bewertet wird die Teamzusammensetzung des Bieters entsprechend den Vorgaben in den Vergabeunterlagen.
Additional CPV codes
Value note
Show original TED data
Original TED description
Gegenstand dieser Ausschreibung ist die Vergabe von Leistungen für VoC / Feedback & Analytics der EUDI Wallet Support Organisation (EWSO). Der Auftragnehmer baut die VoC-Plattform auf, konfiguriert sämtliche Feedback-Instrumente (Post-Interaction-Surveys, IVR-CSAT, NPS, CES, B2B-Partner-Reviews, Agenten-Feedback-Loop) und richtet das operative KPI-Dashboard sowie das Musterwarnsystem (Pattern Alerting) ein. Der Auftragnehmer begleitet die Closed-Beta-Phase (Q4 2026) und die Go-live-Phase (Q1 2027) mit Hypercare-Support. Er übergibt nach geordnetem Wissenstransfer die operative Hoheit über das VoC-System und die Analytics-Plattform an das interne Team des Auftraggebers. Die Leistungen umfassen insbesondere die datenschutzkonforme Datenerhebung (DSGVO, EU-Hosting, Pseudonymisierung), die API-Integration mit dem Ticketsystem und der Telefonie-Infrastruktur (vgl. Ziff. 5. der Leistungsbeschreibung), die WCAG 2.1-konforme Gestaltung aller Feedback-Oberflächen sowie vollständige Systemdokumentation, Schulung des internen Teams und einen strukturierten Übergabeplan für die eigenständige Systemhoheit.
Procurement Details
- Publication date
- 24 Jun 2026
- Languages
- German
Reference metadata
- Legal basis
- 32014L0024
Reference IDs
- Tender ID
- 432967-2026
Documents (2)
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Opportunity Score
Why this score?
Opportunity
55 / 100
Complexity
65 / 100
Risk factors
No budget or estimated value disclosed; bidders must develop pricing without knowing the buyer's budget range.
Strict turnover requirement (EUR 6M/year) and three specific references may significantly limit the number of eligible...
Deep Portfolio Analysis
Uses:
- Description
- Industries & Services
- Capabilities
- Market & Experience
- Certifications