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EUDI-Wallet Support Organisation BPO-based Contact Center

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

Germany – IT services: consulting, software development, Internet and support – EUDI-Wallet Support Organisation BPO-basierter Kontaktbetrieb - "Contact Center"

45/100

Ocena szansy

Needs reviewHigh complexity
ServicesExpired
Skąd ta ocena?

Szansa

45 / 100

Złożoność

70 / 100

Czynniki ryzyka

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...

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Głęboka analiza dopasowania firmy

Wykorzystuje:

  • Description
  • Industries & Services
  • Capabilities
  • Market & Experience
  • Certifications

Przegląd

Moderate opportunity

Kluczowe fakty

  • 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)
Pokaż pełne podsumowanie

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'.

Ryzyka

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...

Analiza może być niepełna

Przeanalizowano tylko część dokumentacji. Pozostałe dokumenty mogą zawierać dodatkowe wymagania, certyfikaty lub dokumenty do złożenia.

Kluczowe wymagania

Technical

  • Contract duration: 24 months, with option for 12-month extension
  • Place of performance: Leipzig, Germany (DED51)

Administrative

  • Open procedure with electronic submission required

Wymagania mogą być niepełne.

Kryteria udzielenia

Lot 1

Price: 30% weight — 30%Solution concept: 35% weight — 35%Team composition: 35% weight — 35%

Zamawiający

Lokalizacja

Leipzig, DEU

Identyfikator

HRB 36977 (AG Leipzig)

Działalność

Economic affairs

Części (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.

ServicesEU fundedElectronic submission

Lokalizacja

Leipzig, Germany

Czas trwania

24 MONTH

Kategoria

IT services: consulting

Kryteria udzielenia

Price

Termin

Expired Jul 17, 2026

Szczegóły zamówienia

Data publikacji
24 Jun 2026
Języki
German

Metadane referencyjne

Podstawa prawna
32014L0024

Identyfikatory referencyjne

ID przetargu
438903-2026

Dokumenty (2)

Dokument zamówienia 1Portal składania ofert 1

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