Public information, first-line assistance and access-control services

Summary

The contract covers ongoing public information and first-line assistance for residents of Alfafar, together with receiving and delivering documents and objects, appointment triage and access control at municipal premises. The service is delivered through eight information points at the town hall, the Orba district customer-service and social-services offices, the Tauleta building, and the older persons’ service. Staff will assist visitors in person, by telephone and through digital channels; manage appointments and queues; provide general information; and help with documents, mail and routine municipal tasks. The service is to operate Monday to Friday across shifts and adapt to the municipality’s organisational needs; the contractor must arrange cover and ensure continuity. The initial contract term is two years, with an option to extend it by one year. The estimated value is €534,197.46 excluding VAT and €646,378.93 including VAT. The contract price includes 100 overtime hours per year; unused hours carry forward to the next year. Evaluation awards up to 90 points for price, up to 4 points for a commitment to employment stability for assigned staff, and up to 6 points for continuing staff training. The offer must include a training plan and describe the proposed staff and uniforms. Bidders must demonstrate the required financial and technical capacity and comply with employment, equality, health and safety, data-protection and confidentiality requirements. Subcontracting and variants are not permitted.