EPICSA level-zero telephone user support service

Summary

EPICSA is procuring a single-lot, 24-month telephone service providing level-zero user support for the Provincial Council of Cádiz and its supported entities. Two operators on two concurrent lines will handle calls from approximately 3,500 users, averaging about 55 incoming calls per day, during weekdays from 08:00 to 15:00, excluding national and Andalusian public holidays. The service will register all requests, resolve straightforward issues where possible, and classify and escalate unresolved cases to higher support levels; a coordinator will oversee the service and provide weekly statistics. The contract budget is €150,000 including VAT.