Road user charge information telephone service

Summary

The tender concerns a 24/7 information telephone service for the Latvian road user charge telephone number 67025999. The contractor must provide the service in Latvian, Russian and English, answer questions about charges and payment, support users of the online payment portal, maintain the information database, record and classify calls, provide weekly and monthly statistics, train operators and handle complaints and escalations. The planned contract value is EUR 40,000 excluding VAT. Service must start within one month after the contract enters into force and is planned for 24 months from service commencement, or until the contract value is fully used. The indicative volume is 27,000 call minutes over 24 months. The average answer time must not exceed 30 seconds, at least 99% of calls must be recorded, recordings must be retained for at least three months, and at least 95% of answered calls must be registered with a subject category. Participation requires an average net turnover of at least EUR 80,000 over the previous three completed financial years, at least two comparable 24/7 service contracts performed continuously for at least six months, and the required project manager, contact-centre IT support specialist and at least eight trained customer service specialists. Price is the only award criterion. The deadline shown in the notice is 18 September 2026.