Tender detail

Social Ministry area call centre services 2026-2030

Summary

The tender concerns the procurement of call centre services for institutions within the area of government of the Ministry of Social Affairs. The service covers call centres for different institutions, including a web chat service, and may also include transcription services. This is a framework agreement with an estimated value of EUR 600,000 and a maximum possible total value of EUR 1,000,000, both excluding VAT. The bidder must also take into account the requirement to prove an information security certificate, a substantive offer, and the capacity to act as an authorised reseller and to expand and manage the system.

Reference number
313422-0000
Buyer
Tervise ja Heaolu Infosüsteemide Keskus
Country
Estonia (EST)
Procedure
Open procedure
CPV
79512000 Call centre
Deadline
2026-08-31
Status
Open
Contract subject
Services
Estimated value
600 000,00 EUR
Source
RHR

Participation requirements

Tender requirements are available in the official tender documents.

Compliance requirements

The bidder must confirm the standard exclusion grounds, including no final convictions for participation in a criminal organisation, corruption, fraud and terrorist offences, as well as the other exclusion grounds set out in the tender documents. If an exclusion ground applies, the bidder may provide evidence of self-cleaning where allowed. The machine-readable notice did not include the full list of exclusion grounds in a concise form, so the official tender documents must be checked for the complete requirements.

Qualification criteria and exclusion grounds

The bidder must submit a valid certificate issued by an accredited certification body, or another equivalent proof, showing that an ISO/IEC 27001:2022 or equivalent certified information security management system is in place. The scope of the certificate must cover software or information system development, implementation, maintenance, customer support, or other services essential for performance of the contract. The bid must also include a substantive offer, proof of being an authorised reseller, and proof of the ability to expand and manage the offered system. If any additional proof is required, it must be provided according to the tender documents.