Netherlands – Telecommunications services – Ondersteunend Facilitair Contactcenter NederlandWereldwijd (NWW)

The Ministry of Foreign Affairs, the Directorate General for Consular and Visa Affairs, Netherlands Worldwide (NWW) wishes to conclude a Framework Agreement with one contractor for the supply of a Facilitair Contact Center to support NWW. The Facilitair Contact Center supports NWW in handling first-line customer contact in Dutch and English. The service provision consists of a structural base staffing (waakvlam) that supports the regular service provision throughout the year, supplemented with the possibility to flexibly scale up and down the capacity when the situation requires it. Based partly on experience figures from the past years, the expected future need and indexations, the scope of the Contract has been estimated. The estimated value of the Contract amounts to circa € 750,000,-- excluding VAT per year, hence € 3,000,000,-- excluding VAT over a term of 4 years. The maximum value has been set at € 6,000,000,--.