Management and hosting of the national fault-reporting number

Summary

The tender concerns the management and hosting of the Dutch national fault-reporting number for gas and electricity, including the central IVR environment, routing, management portals, and links to the regional grid operators’ contact centres. The contractor must provide full 24/7 telephone service, operate the central environment, route calls to the correct regional operator or fallback contact centre, and provide the sectoral management platform. The procedure is a restricted procedure. Participation is not reserved. The contract term is 36 months with the option to extend five times by one year. The estimated value is about EUR 2,275,200 excluding VAT over 8 years. The tender is not divided into lots. To participate, the bidder must submit the signed application, the European Single Procurement Document, and the core competence annex. The bidder must show relevant experience in three core areas: a technical telephony platform, a 24/7 multi-tenant contact centre environment, and a flexible 24/7 contact centre fallback service. The documents also require exclusion-ground declarations, proof of insurance, company register extract, tax compliance statement, and later a GVA certificate. The tender documents also require SOC 2 Type II or a demonstrably equivalent assurance level by the contract start date.