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Belgium-Brussels: Delivery of Contact Centre Services for General Enquiries by Citizens on the Functionning and Policies of the EU and Necessary Logistical Arrangements
Prior information notice
This notice is for prior information only
Section I: Contracting authority
Section II: Object
Delivery of Contact Centre Services for General Enquiries by Citizens on the Functionning and Policies of the EU and Necessary Logistical Arrangements
Under this call for tender, DG Communication is seeking the services of a contractor who will operate the Europe Direct Contact Centre (EDCC). The purpose of the EDCC is to answer questions from citizens about the European Union. All the 24 official languages of the EU are offered via the channels of telephone, email and messenger apps. The objectives are to: offer a reliable and direct service to citizens who have an EU related question, and thereby contribute to a better understanding and functioning of the EU; costs control for the Commission and reducing the administrative work for officials in the services of the Commission.
The services requested comes in continuation of an already existing contact centre. Information of the existing EDCC are found here: the main internet webpage for using the EDCC: https://europa.eu/european-union/contact_en; short annual activity reports https://ec.europa.eu/info/publications/europe-direct-annual-activity-reports_en
Open call for tender resulting in single framework contract over 5 years.
Section IV: Procedure
Section VI: Complementary information