Home telecare service

Summary

The tender concerns the provision of MISECAM’s home telecare service for residents of 13 municipalities in the Madrid area from 1 November 2026 to 31 December 2027. The contract may be extended for two one-year periods, subject to funding and satisfactory performance. The service is primarily for people who have not been recognised as dependent but need support at home because of age, disability, illness or social isolation. It may exceptionally be provided temporarily to people recognised as dependent who are waiting for the Madrid regional service and face serious health risks. The contractor must provide a 24-hour, year-round alarm and support service and install and maintain home-based or mobile alarm terminals, with smoke, water, gas or carbon-monoxide detectors where needed. The initial volume is estimated at about 100 terminals: 88 fixed terminals, 17 mobile terminals and one GSM solution are listed for existing users. The provider must ensure prompt responses to alerts, an in-person home intervention within 60 minutes when required, service for new users generally within ten working days, and urgent installation within 48 hours. Actual service volume and monthly billing depend on the terminals in active use. The estimated contract value is €70,586.61 excluding VAT, and the budget for 1 November 2026–31 December 2027 is €27,045.81 including VAT. Bids must state monthly unit prices per terminal. The price cap is €18 excluding VAT for a fixed/mobile terminal and €22 excluding VAT for a GSM terminal. Price carries up to 60 points, service improvements up to 20 points, and the technical proposal up to 20 points; bidders must score at least 10 technical-quality points to remain in the procedure. Improvements are assessed for additional home visits, terminals and peripheral devices. Bidders must demonstrate the required turnover, liability insurance of at least €300,000 and at least six months of similar work during the last three years. The bid must include a technical proposal and the required declarations. Performance requires suitable staff and technical infrastructure, compliance with data-protection requirements and confidentiality obligations.