Public-Facing Assistance and Revenue Collection Support Services

Summary

The procurement covers public-facing assistance and administrative support for revenue collection for the Island Council of La Palma and its autonomous bodies responsible for water and music services. The work includes support for voluntary and enforcement collection of public-law revenues; tracking debts and case files and preparing notices; assisting with appeals and applications; preparing files for debt instalments or deferrals; recording receipts and preparing collection reports. It also includes in-person and telephone help for residents and assistance with electronic services. The contractor may not exercise public authority, issue administrative decisions or handle public funds; those functions remain with public officials. The contract runs for one year, with an option to extend it for up to one additional year. The estimated value is €73,798.11 excluding the Canary Islands indirect tax (IGIC), and the maximum budget is €78,963.98 including 7% IGIC. Offers are scored out of 52 points: price up to 16 points (price reductions score up to a 16% cap), relevant staff experience up to 24 points, and staff work-life balance and training commitments and environmental commitments up to 6 points each. The bidder must demonstrate the required financial and technical capacity and provide three staff members: an IT specialist for at least 10 hours per week and two administrative assistants, working 08:00–15:00 and 09:00–13:00 Monday to Friday respectively. A customer-service office of at least 45 m², accessible to people with disabilities and no more than 400 metres from the Council’s main office, must be available for contract performance. A location and floor plan must be submitted. In-person service must operate on working weekdays from at least 09:00 to 12:00, and telephone service from 08:30 to 14:30. The offer must include the required declarations and evidence and be submitted electronically. The successful bidder must provide professional liability insurance of at least €147,596.22 and a 5% final performance guarantee calculated on the contract price excluding IGIC.