Assistance with Cnav telephone call handling

Summary

The tender concerns a single-supplier framework agreement for call-handling assistance for Cnav Île-de-France. The service is performed mainly at the contractor’s premises, with occasional travel to Cnav sites in Créteil, Saint-Denis or Tours and attendance at meetings either at Cnav’s premises or by videoconference. The agreement lasts one year and may be tacitly renewed three times for a maximum of four years. Its maximum value is EUR 10,000,000 excluding VAT, or EUR 12,000,000 including VAT, with no minimum amount. The contractor will handle incoming calls, qualify contacts, provide level-one information and simple updates, transfer level-two requests to retirement experts, register appointment requests and perform related call-handling tasks. The offer must be submitted electronically in French by 5 October 2026 at 16:00 and remains valid for 9 months. All variants, options and additional potential services are prohibited. The offer must include a technical proposal, a completed unit-price schedule and the required application documents. The technical proposal must explain the methodology, activity monitoring, staffing and management, training, replacement procedures, flexibility, short-notice resource adjustments, IT and telephony infrastructure, cybersecurity, implementation timetable and notice periods for workload changes. The contractor must maintain competent French-speaking staff, appoint a qualified project manager and ensure continuity of service. Offers are evaluated on technical value at 50 points, sustainable development at 5 points and price at 45 points. The technical score covers methodology and activity monitoring, team quality, technical solution quality and the relevance of proposed deadlines. The price score is based on the total price in a non-contractual four-year ordering scenario.