EUDI-Wallet Support Organisation BPO-based Contact Center
Titre original de l'avis
Germany – IT services: consulting, software development, Internet and support – EUDI-Wallet Support Organisation BPO-basierter Kontaktbetrieb - "Contact Center"
Score d'opportunité
Pourquoi ce score ?
Opportunité
45 / 100
Complexité
70 / 100
Facteurs de risque
The contract value is not provided, making it impossible to assess financial viability or compare to turnover requireme...
Only about 23 days from publication (June 25) to submission (July 17), which may be insufficient for preparing a compet...
Analyse approfondie du portefeuille
Utilise:
- Description
- Industries & Services
- Capabilities
- Market & Experience
- Certifications
Informations clés
- Pouvoir adjudicateur
- SPRIND GmbH - Bundesagentur für Sprunginnovationen
- Pays
- Allemagne
- CPV
- 72000000 - IT services: consulting, software development, Internet and support +2 autres
- Date limite
- Jul 17, 2026
Aperçu
Moderate opportunityFaits clés
- Services contract
- 1 lot
- Duration 24 MONTH
- Operation of Level 0 self-service support (FAQ, knowledge base, chatbot, in-app help, tutorials, AI scaling)
- Operation of Level 1 first-contact support (general inquiries, technical support, credential issues, RP onboarding, live agent/chatbot)
Afficher le résumé complet
This tender by SPRIND GmbH seeks a BPO contact center operator for Level 0 and Level 1 support of the EUDI Wallet Support Organisation. The contract is for 24 months with an option for a 12-month extension. The service includes self-service channels (FAQ, knowledge base, chatbot, tutorials) and first-contact support across all B2C/B2B channels. The buyer retains operational control, quality assurance, and escalation management. The procedure is open, with submission deadline 2026-07-17. No estimated value is provided. Award criteria are price (30%), solution concept (35%), and team composition (35%). Strict eligibility includes minimum turnover of €6M/year (2023-2025), three comparable references with 30k contacts/month, ISO 27001 certification, and professional indemnity insurance (€5M/€3M). Only the TED XML notice was analyzed; procurement documents are available but not examined. An inconsistency exists regarding EU funding: structured data indicates EU-funded, while the XML states 'no-eu-funds'.
Risques
The contract value is not provided, making it impossible to assess financial viability or compare to turnover requireme...
Only about 23 days from publication (June 25) to submission (July 17), which may be insufficient for preparing a compet...
L'analyse peut être incomplète
Seule une partie des documents de consultation a été analysée. Des exigences, certificats ou documents de soumission supplémentaires peuvent exister dans les documents restants.
Exigences clés
Technical
- Contract duration: 24 months, with option for 12-month extension
- Place of performance: Leipzig, Germany (DED51)
Administrative
- Open procedure with electronic submission required
Les exigences peuvent être incomplètes.
Critères d'attribution
Lot 1
Acheteur
Localisation
Leipzig, DEU
Identifiant
HRB 36977 (AG Leipzig)
Activité
Economic affairs
Lots (1)
LOT-0001
EUDI-Wallet Support Organisation BPO-based Contact Center
Operation of Level 0 and Level 1 support for all B2C and B2B contact channels of the EUDI Wallet and EUDI Hub Support Organisation. The contractor operates as a BPO contact center under the buyer's quality and data protection control. Self-service includes FAQ portal, knowledge base, automated chatbot, in-app help, guided tutorials, and AI scaling. First contact covers general questions, simple technical support, credential issues, RP onboarding requests, and live agent/chatbot operations.
Localisation
Durée
Catégorie
Critères d'attribution
Date limite
Détails des critères
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.
Codes CPV supplémentaires
Note sur la valeur
Afficher les données TED originales
Titre original du lot
EUDI-Wallet Support Organisation BPO-basierter Kontaktbetrieb - "Contact Center"
Description TED originale
Die Support-Organisation des Auftraggebers ist in vier Unterstützungslevels gegliedert. Die Leistungen des hier zu vergebenden Auftrags adressieren Level 0- und Level 1-Support (Selbstservice und Erstkontakt). Der Selbstservice umfasst die Aufgaben FAQ-Portal, Knowledge Base, automatisierter Chatbot, In-App-Hilfen, angeleitete Tutorials, primäre Skalierungsebene durch KI-Ausbau. Der Erstkontakt bedeutet, erster Kontaktpunkt über alle Kanäle zu sein: allgemeine Fragen, einfache technische Unterstützung, Credential-Fragen, RP-Onboarding-Anfragen, schließlich auch Live-Agent- und Live-Chatbot-Betrieb. Die operative Steuerung, interne Qualitätssicherung, Governance und das Eskalationsmanagement verbleiben vollständig beim Auftraggeber (Head of Support Organisation & internes Kernteam). Der Auftragnehmer agiert als extern beauftragte Dienstleister unter klarer vertraglicher Qualitäts- und Datenschutzsteuerung.
Détails de la procédure
- Date de publication
- 24 Jun 2026
- Langues
- German
Métadonnées de référence
- Base juridique
- 32014L0024
Identifiants de référence
- ID de l'appel d'offres
- 438903-2026
Documents (2)
Appels d'offres similaires
Score d'opportunité
Pourquoi ce score ?
Opportunité
45 / 100
Complexité
70 / 100
Facteurs de risque
The contract value is not provided, making it impossible to assess financial viability or compare to turnover requireme...
Only about 23 days from publication (June 25) to submission (July 17), which may be insufficient for preparing a compet...
Analyse approfondie du portefeuille
Utilise:
- Description
- Industries & Services
- Capabilities
- Market & Experience
- Certifications