OpenOverGokken Helpline

Summary

The procurement is for the Kansspelautoriteit to launch, where necessary, and operate the OpenOverGokken platform’s gambling helpline. One contractor must provide independent, accessible support for people who gamble, their relatives and other concerned parties by telephone, online chat and WhatsApp; carry out initial reception and assessment of needs; provide information; and refer users to appropriate support. The service must operate every day from 06:00 to 00:00 in Dutch and English. It is not a diagnostic or treatment service; support is normally limited to a maximum of four contacts. The annual tender price must be between €700,000 and €1,000,000 including VAT. Pricing must be based on an average of 800 contacts per month; 640–960 contacts per month are covered by the annual price. One-off transition and implementation costs are capped at €75,000 including VAT. The initial contract term is 36 months, with an option for the buyer to extend it twice by 24 months. Tenders will be evaluated on the basis of the best price-quality ratio, with up to 700 points for quality and 300 for price. The bidder must demonstrate relevant experience, financial continuity and insurance cover, and have at least three staff members with relevant higher professional education and at least three years of relevant experience. The service provider must be independent of gambling operators, protect users’ anonymity and personal data, and meet specified response-time and reporting requirements. Tenders must be submitted electronically by 12:00 on 15 January 2027. Bidders may optionally submit a non-binding indicative tender and take part in a discussion round before submitting their final binding tender.