Helpdesk Service

Economic and financial capacity - bidders must state the total turnover of the last three completed financial years. The eligibility criterion is met if the three annual sales reported by the bidder according to the self-declaration on average correspond to at least €1,400,000 net. The self-declaration is made by indicating on the form “Self-declaration & Letter of Offer”. This form must be submitted by the tenderer at the time of submission of the tender.

Technical and professional capacity - indication of at least three appropriate references by self-declaration of previously executed service contracts in the last three calendar years. A reference is suitable if the service provided by the tenderer in the reference contract covers one or more of the five service areas described below. A reference need not cover all of the five power ranges described below. However, each power range must be fully covered by at least one reference.

• Performance area 1: acceptance of fault messages and service requests from users
• Performance area 2: creation of tickets in a ticket system
• Performance area 3: documentation/categorisation/priorisation of tickets
• Performance area 4: forwarding of tickets to 2nd or third parties. 3rd-Level Support
• Performance area 5: self-solution of tickets In addition, a reference is only suitable if the reference contract has been executed in accordance with the contract and the reference contractor can confirm the contractual provision of services in the event of a review of the specified reference. There is no obligation on the contracting entity to verify the reference.Where it is not an ongoing reference order, the end of the reference order must be within the last three calendar years. The references shall be provided using the ‘references’ form. A separate form must be completed for each reference contract, so that at least three forms must be submitted.

Technical and professional capacity - A self-declaration is required on the average annual number of employees of the bidder in the field of activity of the contract (operating a helpdesk) or comparable services (e.g. pure 1st level support) in the last three calendar years.

If the average number of persons employed in the field of activity covered by the contract cannot be accurately determined, an average number of persons employed in all of the abovementioned fields for at least the calendar year concerned shall be provided. The value shall then be marked accordingly. The selection criterion is met if the tenderer had, on average, in the last three calendar years, at least 10 employees employed in the field of activity of the contract or for comparable services.

The self-declaration is made by indicating on the form “Self-declaration &” Letter of offer. This form must be submitted by the tenderer at the time of submission of the tender.