Germany – Business development consultancy services – ICT-supported communication services for citizen dialogue

Opportunity description

The Contractor supports the Contracting Authority in communicating with citizens (citizen dialogue) and other target groups on matters falling within the remit of the BMWE, using hotlines and the general public authorities number 115. The Contractor receives all “inbound calls” (incoming calls) to the hotlines and the forwarded calls from the standardized public authorities number 115 (2nd level). These must be answered professionally (quickly, clearly, politely) and with high-quality, in-depth advice (competently, factually correctly) in German. Where necessary, the Contractor responds to citizens’ inquiries by conducting “outbound calls” (outgoing calls) or in writing and provides computer-assisted, guided support for navigating the BMWE website in connection with the advice (co-browsing). The subject matter of the services includes basic services based on previous experience and service requirements, which are described below: WP 1: Hotline for SMEs and business start-ups WP 2: Standardized public authorities number 115 WP 3: Ad hoc hotline (option) Procedure: open. Estimated value: 600,000 EUR. Review the original TED notice for the complete requirement, lots, amendments and attachments.