Acquisition of a telecare central and customer service

Summary

The tender concerns a 24-month contract for a telecare central and customer service in Lisbon, with a maximum contract value of EUR 900,000 excluding VAT. The supplier must provide and operate a Communication Centre integrated with the contracting authority’s telecare platform, deliver scheduled, asynchronous and unscheduled interactions, apply the prescribed intervention protocols, manage return contacts and alerts, and produce operational, service, accessibility and impact reports. The contracting authority provides the telecare web platform, user mobile application and telemonitoring devices; the supplier is responsible for its Communication Centre, integration, national fixed and mobile communications, messaging and email services. The service operates seven days a week from 08:00 to 22:00. Price is the only award criterion. The initial staffing requirement is at least one supervisor and four health assistants, with a supervisor present during every shift. No minimum activity volume or guaranteed turnover is specified, and billing is based on successfully completed interactions. Bids must be submitted by 21 September 2026 at 18:00, remain valid for 180 days, and the successful tenderer must provide 5% performance security.