Tender detail

Purchase of call centre service for the Tax and Customs Board

Summary

The tender concerns the purchase of an integrated call centre solution for the Tax and Customs Board for the period 01/08/2026–31/07/2029. The service must enable handling of incoming and outgoing calls, e-mails and SMS notifications, including mass notifications via call and/or SMS. The call centre is topic-based and operates in shifts across Estonia. The bidder must submit a technical form, a price form and the required confirmations, and must take account of environmental requirements and sanctions restrictions.

Reference number
310634-0000
Buyer
Riigi Tugiteenuste Keskus
Country
Estonia (EST)
Procedure
Open procedure
CPV
79512000 Call centre
Deadline
2026-07-20
Status
Open
Contract subject
Services
Estimated value
110 000,00 EUR
Source
RHR

Participation requirements

Tender requirements are available in the official tender documents.

Compliance requirements

The notice includes the standard exclusion grounds from the ESPD, including participation in a criminal organisation, corruption, fraud, terrorist offences, money laundering, child labour and other serious offences, as well as the possibility of self-cleaning where allowed. The machine-readable notice does not provide a complete item-by-item list of all exclusion grounds in the excerpt shown, so the exact grounds and any additional confirmations must be checked in the official tender documents.

Qualification criteria and exclusion grounds

The bidder must have a valid ISO/IEC 27001 information security management system certificate or an equivalent certificate/proof. If the bidder cannot provide that evidence for reasons beyond its control, the contracting authority may accept other equivalent evidence. A technical form and a price form must be submitted in the required format. In a joint tender, a power of attorney for the joint bidders must be attached. The bidder must confirm compliance with the tender documents, compliance with environmental requirements during service delivery, and that it will not involve subcontractors or suppliers representing more than 10% of the contract value who are Russian citizens, residents, or entities established in the Russian Federation, or persons controlled by them. If the tender documents contain more detailed form, evidence or confirmation requirements, they must be followed.