Visitor services and access control at the Royal Sites of Aranjuez

Summary

The contract covers visitor information and reception, access control, and supervision of facilities and exhibition rooms at the Royal Palace of Aranjuez, the Royal Barge Museum and Casa del Labrador. The contractor must provide enough visitor-service assistants and a coordinator to direct visitors, provide information, check tickets and visitor flows, monitor the premises and report incidents. The service also includes surveys, support for special visits and events, and, when needed, work outside normal opening hours. Up to 39,014 service hours are planned for 2027. The contract runs for 12 months from 3 December 2026, or from the day after signature if later, and may be extended for a total of up to 24 months. The estimated budget is €735,413.90 excluding VAT (€889,850.82 including VAT); the maximum hourly rate is €18.85 excluding VAT. Payment is based on hours actually delivered and certified. Bids are evaluated on price (45 points) and automatically scored service-quality commitments (55 points). Additional points are available for a real-time work-monitoring system, an annual external quality audit, staff training (customer-service English, first aid, and communication and public-service skills), a response time of less than two hours for extraordinary service requests, and telephone incident support outside visitor opening hours. Bidders must meet the financial and experience thresholds, provide the required evidence, and commit the required staff and equipment. Where legally applicable, the incoming contractor must take over the employees listed in the tender documents. Subcontracting is not permitted.