Technical infrastructure for the EUDI Wallet Support Organisation

Summary

The procurement covers the supply, implementation, operation and maintenance of the complete technical support infrastructure, or tooling, for the EUDI Wallet Support Organisation. The work includes a self-service knowledge base and chatbot, ticketing and CRM system, B2B partner portal, telephony and chat solutions, identity and access management, and central event logging. The contractor must integrate, test and document the systems and provide technical second-level support. Systems must be hosted in the EU, comply with GDPR, and provide user interfaces accessible to WCAG 2.1 AA; logs must be retained online for at least 12 months and archived for at least 36 months, while the automated sensitive-data redaction system must keep its false-negative rate at no more than 5%. Work is expected to start in November 2026, with full launch planned for 2 January 2027. The base contract is 24 months, with one 12-month extension option. Bids were due electronically by 5 October 2026 at 16:00. To participate, bidders must demonstrate annual turnover of at least EUR 1,000,000 in the relevant field for each year from 2023 to 2025, provide three project references (at least one from a public contracting authority), and staff three qualified full-time roles during implementation and hypercare.