DEW21; User Help Desk
Oryginalny tytuł ogłoszenia
Germany – Customer services – DEW21; User Help Desk
Ocena szansy
Skąd ta ocena?
Szansa
65 / 100
Złożoność
75 / 100
Czynniki ryzyka
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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Przegląd
Moderate opportunityKluczowe fakty
- 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
Pokaż pełne podsumowanie
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.
Ryzyka
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...
Analiza może być niepełna
Przeanalizowano tylko część dokumentacji. Pozostałe dokumenty mogą zawierać dodatkowe wymagania, certyfikaty lub dokumenty do złożenia.
Kluczowe wymagania
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
Wymagania mogą być niepełne.
Kryteria udzielenia
Lot 1
Zamawiający
Lokalizacja
Dortmund, DEU
Strona
Identyfikator
DE 162678188
Działalność
Electricity-related activities
Części (1)
LOT-0001
DEW21; User Help Desk
Consolidation and outsourcing of a defined part of the DEW21 service desk. The contractor acts as single point of contact (SPOC) and is responsible for ticket lifecycle management, first and second level support, qualified dispatching, and support for general service requests. The service must achieve a high first contact resolution rate and encourage users to adopt the internal service portal.
Lokalizacja
Czas trwania
Kategoria
Kryteria udzielenia
Termin
Szczegóły kryteriów
Es wird auf die Vergabeunterlagen verwiesen.
Dodatkowe kody CPV
Pokaż oryginalne dane TED
Oryginalny opis TED
Das primäre Ziel der Auslagerung ist eine signifikante Entlastung der internen IT-Ressourcen der DEW21. Es sollen Mitarbeiter der DEW21 Gruppe, welche den Servicedesk telefonisch kontaktieren durch den Servicedesk angeregt werden das interne Serviceportal zu verwenden. Auch wird eine hohe Erstlösungsquote (First Contact Resolution) und eine exakte Vorqualifizierung von Störungen zu erbringen. Der Auftragnehmer fungiert als Single Point of Contact (SPOC) und übernimmt die Gesamtlösungsverantwortung (Ticket Ownership) über den gesamten Lebenszyklus eines Tickets. Für Tickets, die zur fachlichen Lösung an Bereiche außerhalb der Kontrolle des Auftragnehmers übergeben werden müssen (z. B. interne Fachabteilungen), wird das SLA-Messverfahren durch eine "Stop-Clock"-Regelung pausiert. Im Übrigen wird auf die Leistungsbeschreibung verwiesen.
Szczegóły zamówienia
- Data publikacji
- 09 Jun 2026
- Języki
- German
Metadane referencyjne
- Podstawa prawna
- 32014L0025
Identyfikatory referencyjne
- ID przetargu
- 396457-2026
Dokumenty (2)
Podobne przetargi
Ocena szansy
Skąd ta ocena?
Szansa
65 / 100
Złożoność
75 / 100
Czynniki ryzyka
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...
Głęboka analiza portfolio
Wykorzystuje:
- Description
- Industries & Services
- Capabilities
- Market & Experience
- Certifications