Customer contact centre services

Summary

The tender concerns a framework agreement for support in handling incoming telephone calls about the assessment and collection of local taxes and property valuation in Utrecht, particularly during peak periods such as tax assessments, decisions, payment deadlines and reminders. The estimated value is €200,000 excluding VAT per year and €1,200,000 excluding VAT over the initial six-year term. The framework agreement may be extended unilaterally three times by one year. Annual ICT management costs may not exceed €200,000 excluding VAT; exceeding this ceiling leads to exclusion. The award criteria are price (30 points), quality criterion 1 (25 points) and quality criterion 2 (45 points). Tenders must be submitted electronically in Dutch by 5 October 2026 at 12:00, and electronic invoicing is required.