ICT-enabled communication services for citizen dialogue

Summary

This tender concerns ICT-enabled communication services for a citizen dialogue. The contractor will support BMWE in communicating with citizens and other target groups on topics within the authority of BMWE, using hotlines and the general government number 115. The contractor will handle all inbound calls to the Hotline and forwarded calls to 115 (second level). The services should be professional, fast, understandable, and delivered with high-quality advisory depth, and, if necessary, may include outbound calls or written assistance and guided navigation on the BMWE website. The scope includes core services aligned with prior experience and service requirements: AP 1 Hotline for SMEs and startups; AP 2 Unified 115; AP 3 Ad-hoc Hotline (Option).