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EUDI-Wallet Support Organisation VoC - Feedback & Analytics

SPRIND GmbH - Bundesagentur für Sprunginnovationen·Leipzig, Germany·Expired · Jul 17, 2026·Open·Services
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Oryginalny tytuł ogłoszenia

Germany – IT services: consulting, software development, Internet and support – EUDI-Wallet Support Organisation VoC - Feedback & Analytics

55/100

Ocena szansy

Needs reviewMedium complexity
ServicesExpired
Skąd ta ocena?

Szansa

55 / 100

Złożoność

65 / 100

Czynniki ryzyka

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...

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  • Industries & Services
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Przegląd

Moderate opportunity

Kluczowe fakty

  • 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
Pokaż pełne podsumowanie

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%).

Ryzyka

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...

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 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

Wymagania mogą być niepełne.

Kryteria udzielenia

Lot 1

Price: 30% weight — 30%Quality - Solution Concept: 50% weight — 50%Quality - Team Composition: 20% weight — 20%

Zamawiający

Lokalizacja

Leipzig, DEU

Identyfikator

HRB 36977 (AG Leipzig)

Działalność

Economic affairs

Części (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.

ServicesEU fundedElectronic submission

Lokalizacja

Leipzig, Germany

Czas trwania

24 MONTH

Kategoria

IT services: consulting

Kryteria udzielenia

Best price-quality ratio

Termin

Expired Jul 17, 2026

Szczegóły zamówienia

Data publikacji
24 Jun 2026
Języki
German

Metadane referencyjne

Podstawa prawna
32014L0024

Identyfikatory referencyjne

ID przetargu
432967-2026

Dokumenty (2)

Dokument zamówienia 1Portal składania ofert 1

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