EUDI Wallet Support Organisation – Voice of Customer Feedback and Analytics

Summary

The procurement is for the establishment, operation and ongoing development of a Voice of Customer (VoC) feedback and analytics system for the EUDI Wallet support organisation. The contractor must create feedback collection and analysis for individual users and business partners, connect it to the support systems, and provide the contracting authority with timely, actionable insights from feedback and interaction data. The solution includes, among other things, post-interaction surveys, CSAT, NPS and CES measures, partner feedback, and a weekly feedback loop for support agents. The supplier must configure an analytics and reporting platform, near-real-time dashboards, automated trend and anomaly detection, and AI-assisted comment analysis. The work also includes monthly insight sessions, quarterly trend reports, ad hoc analyses, and training for the contracting authority’s team. The offer must include a solution concept, quality-assurance and data-protection concepts, an implementation schedule, pricing, and the required references and certification evidence. A team covering at least three distinct roles is required. The contract has a 24-month base term with one possible 12-month extension. The system must use pseudonymised data hosted in the EU, meet data-protection and accessibility requirements, and allow the contracting authority to export and control its data.