Agreement for Call Centre Services for Insured Persons' Communication on Healthcare Contracts

Summary

The tender concerns telephone communication with AOK Bayern insured persons and the organisation of campaigns relating to healthcare contracts and structured treatment programmes. The service provider must contact selected insured persons, explain the benefits of programme participation, remind them about required medical visits, document call outcomes and transfer the data securely to the contracting authority. The forecast number of persons to be contacted is 180,000 in 2027, 200,000 in 2028, 220,000 in 2029 and 240,000 in 2030. The framework agreement has a maximum call-off value of EUR 4,144,000 and a maximum duration of four years, ending no later than 31 December 2030. The bidder must provide at least 2 comparable references from the last three years, demonstrate experience in the German healthcare system and the capacity to process at least 180,000 net contacts per year. Calls must be conducted in German at C2 level. The bid must include 2 call scripts, 6 MP3 recordings made by different agents, the price sheet, the eligibility declaration, the required references and completed contract and data protection documents. Bids must be submitted electronically in German by 15 October 2026 at 09:00. Price represents 40% of the evaluation and quality 60%; quality is assessed through the call scripts and call recordings.