Germany – Business development consultancy services – IuK-gestützte Kommunikationsdienstleistungen Bürgerdialog

The contractor supports the contracting authority in communicating with citizens (citizen dialogue) and other target groups on topics falling within the responsibility of the Federal Ministry for Economic Affairs and Climate Action (BMWE) using hotlines and the general public authority number 115. The contractor takes all "inbound calls" (incoming calls) from the hotlines and the forwarded calls from the uniform public authority number 115 (2nd level). These are to be answered professionally (quickly, clearly, politely) and with high-quality advisory depth (competently, factually correct) in German. If necessary, the contractor answers citizens' inquiries by conducting "outbound calls" (outgoing calls) or in writing and offers computer-assisted, guided assistance in navigating the BMWE website in relation to the consultation (co-browsing). The scope of services includes basic services, which are based on previous experience and performance requirements and are described below:

AP 1: SME and Start-up Hotline

AP 2: Uniform Public Authority Number 115

AP 3: Ad-hoc Hotline (Option)