Support contact center for NWW

Summary

The tender concerns a framework agreement with one service provider for a support contact center serving NWW. The service covers first-line customer contact in Dutch and English through telephone, email and digital messaging channels, including WhatsApp. The provider must ensure a permanent 5-FTE base team on working days from 08:00 to 18:00, flexible planned and unplanned capacity increases, and crisis capacity of up to 35 FTE in total. In a crisis, the provider must be able to make at least 10 FTE available within two calendar days, 20 FTE within three calendar days and 30 FTE within five calendar days; this capacity is additional to the 5-FTE base team. The service must be delivered from workplaces located in the European Netherlands. The provider must also establish and maintain a telephone fallback facility, activated at NWW’s request to receive, record and securely transfer emergency calls. The estimated value is EUR 3,000,000 excluding VAT for four service years, with a maximum value of EUR 6,000,000 excluding VAT. Including implementation and possible extensions, the contract may run until 31 March 2031. Tenders must be submitted by 3 November 2026 at 12:00. Awarding is based on the best price-quality ratio; quality carries a maximum of 1,000 points and at least 600 quality points are required to remain eligible for award. The successful bidder must also meet an annual 5% social return obligation, comply with data protection and information security requirements, and provide the required quality, security, financial and reference evidence.