Contact Centre Services (AQS 133/GEBALIS/2026)

Summary

GEBALIS is procuring a contact-centre service at its premises to serve residents of Lisbon’s municipal housing. The service must handle telephone calls, email and the residents’ portal, and manage both inbound and outbound interactions. The provider must deliver public service on working days from 09:00 to 17:00 and operate the service from 09:00 to 18:00, record every interaction in GEBALIS’s Salesforce CRM, seek to resolve enquiries at first contact, and provide service-performance information and regular reports. The expected capacity is an average of 600 interactions per day, including approximately 450 calls per day; the technical specification gives an average call handling time of about 8 minutes. The team must include at least one dedicated supervisor and six agents, with distinct inbound and outbound functions. The supervisor must have documented experience managing contact-centre teams dating back at least to 2020. The bid must include the European Single Procurement Document, proof of signatory authority, the price and contractual bid details, a description of the service organisation, the supervisor’s CV, and information supporting the quality score. Quality accounts for 60% of the evaluation and price for 40%; quality assessment includes, among other matters, the education of the supervisor and team, employment arrangements, and team size and composition. Bids must be submitted electronically in Portuguese and remain valid for 180 days; variant bids are not allowed. The submission deadline is 27 October 2026 at 23:59. The estimated value stated in the contract notice is EUR 735,000 excluding VAT. The notice gives a duration of 36 months; the tender documents specify an initial 24-month term, with an automatic 12-month extension unless either party objects at least 60 days before the initial term ends. The successful tenderer will generally have to provide a performance guarantee of 5%. The contract notice also states that performance must take place under a protected-employment programme.