EU solidarity with Ukraine

Call for tenders' details

Title:
Helpdesk and Other Support Services to the EURES Portal
Contracting authority:
European Commission, DG Employment, Social Affairs and Inclusion (EMPL)
TED publication date:
22/09/2018
Time limit for receipt of tenders:
17/12/2018
Status:
Closed
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Results per page: 10 | 25 | 50 77 Questions found, displaying 1 to 50.[First/Prev] 1, 2 [Next/Last]
# Question Answer Last publication date Status
77
In Form 1, in the field “A3 – Additional operations”, our understanding is that we should provide 4 unit [...]
Yes. table at Annex II / Form 1. Unit prices / A3. Additional operations, is intended for tenderers to [...]
12/12/2018
76
According to the specification of the CfT, there appear two different sets of reports: (Section 1.2.4 [...]
Both lists are correct and complement each other. Section 1.2.4 explains delivery from the payments perspective [...]
10/12/2018
75
Regarding the meetings as specified in the technical specifications of the CfT, we note the following [...]
Tenderers have to include in their overall quarterly fixed fee the provision for 4 face-to-face meetings [...]
10/12/2018
74
Would an electronic version, stored in a memory stick accompanying the printed tender be required?
No
10/12/2018
73
In case of a tender with no other partners, but with the participation of subcontractors, is a Power [...]
No
06/12/2018
72
Will documents, such as the Financial Identification Form, produced in August 2018, be accepted for the [...]
Dates of administrative documents are acceptable if issued maximum one year before tender submission.
06/12/2018
71
The terms of reference state on page 21 ‘Ad hoc services’ that we have to provide ‘Tests and analysis [...]
Please see reply to question #69.
29/11/2018
70
The terms of reference state on page 21 ‘Ad hoc services’ that we have to provide ‘Monitoring and reporting [...]
Please see reply to question #69.
29/11/2018
69
The terms of reference state on page 22 ‘Ad hoc services’ that we have to provide ‘Quality checks and [...]
Tenderers' attention is drawn to the fact that the Framework Contract does not constitute placement of [...]
29/11/2018
68
Is it accepted a CV of a consultant with large experience providing Helpdesk services + ITIL Certified [...]
See replies to questions 30 and 31
29/11/2018
67
We note that a new version (01) of the Technical Specifications was posted on 26 November 2018. We have [...]
No, this is the only corrigendum.
29/11/2018
66
Please could you confirm that the only difference between the new tender specifications and the old ones [...]
Yes, this is the only corrigendum.
29/11/2018
65
According to the answer 61: "All experts defined in Annex II (Qualification levels I to IV) will hold [...]
See replies to questions 30 and 31
29/11/2018
64
Please confirm that the new contractor will take-over the Skype account used in the previous contract [...]
Yes.
26/11/2018
63
Please clarify if the hosting of the mail server, where all incoming requests will be directed, will [...]
The hosting of the mail server for incoming requests will be responsibility of the new contractor.
26/11/2018
62
Referring to your answer to question 43, we understand that the new contractor will take-over the same [...]
Please refer to the answers of questions #45 and #60.
26/11/2018
61
It is not completely clear whether all the members of the Helpdesk team need to have a university degree [...]
All experts defined in Annex II (Qualification levels I to IV) will hold a university degree (or equivalent [...]
26/11/2018
60
Thank you for answering questions #43 and #45 in relation to who owns the present 00800 number. However [...]
As ensuring the telephone infrastructure is related to an award criterion (see section 3.3.1 of the Technical [...]
25/11/2018
59
According to Annex 2, we understand that for the Level I, II and III CVs the university degree is not [...]
See reply to question 58
21/11/2018
58
Is a University diploma a prerequisite for all members of the Helpdesk team?
The possible and required levels of qualification for all team members are defined under section 3.2.4 [...]
20/11/2018
57
Our understanding is that in case an authorized representative cannot attend the Opening Session, an [...]
Yes
16/11/2018
56
How much time is foreseen for the takeover period between contract signature and operational launch? [...]
The available time will depend on the date of the signature of the new framework contract, which depends [...]
16/11/2018
55
In order to be able to size the project it is important that we have the following information: - The [...]
1.- The Commission cannot provide any estimation on the future rate of arrival of requests. For the current [...]
13/11/2018
54
Could you please confirm our understanding that all types of licensed software are allowed to be used [...]
The Contractor must maintain the infrastructure necessary to handle all requests, and make any necessary [...]
13/11/2018
53
On page 16 of the technical specifications you refer to 'background documents in annex' regarding the [...]
The documents are in the “Document library” in the eTendering page for this call for tenders: - Annexes [...]
13/11/2018
52
a. How many users will need to have access to those systems on Commission’s behalf? b. Please, confirm [...]
A: See reply to question #37 B: Regular monitoring of the helpdesk's activities will be ensured by the [...]
12/11/2018
51
In the situation where multiple questions are asked in one same email or other method of contact - do [...]
For questions covering similar subject matters, these are to be considered as one question. In the case [...]
12/11/2018
50
In page 15 it is stated: “The contracting Authority provides the ticketing system (JIRA) which the contractor [...]
The Contractor is expected to use the ticketing system (currently based on JIRA) in order to address [...]
12/11/2018
49
Is there any page limit in the technical tender?
No.
12/11/2018
48
We read on page 17 of the tender specifications that questions can be asked in any EU/EEA language, but [...]
For every request received by the helpdesk by any channel, the date and time of reception, country, language [...]
12/11/2018
47
Is there a separate email address to which users can send their enquiries? In the statistics provided [...]
No contact email address is directly shared on the EURES portal. Interaction with end users is done through [...]
12/11/2018
46
Please could you clarify the nature of the 'other' questions listed on the country of origin graph provided [...]
This refers to the share of enquiries from end users who come from non EU/EEA countries.
12/11/2018
45
We have noted the requirement to cover all costs related to the telephony infrastructure for the duration [...]
The contractor is expected to provide equivalent contact services as are currently in place. This includes [...]
11/11/2018
44
Can the contracting authority confirm alternative contact methods are funded separately by them or should [...]
The Contracting Authority expects the future Contractor to provide equivalent contact services to the [...]
07/11/2018
43
Can the contracting authority identify who today owns the present toll free number (00800 4080 4080) [...]
The current Contracter is the owner of the present toll free number. It is expected that the chosen future [...]
06/11/2018
42
Can the Contracting Authority provide volumes for the discarded junk, promotional or any other types [...]
For the period April 2017-March 2018, 17% of all enquiries received were spam messages and/or irrelevant [...]
06/11/2018
41
Can the Contracting Authority explain if there are any plans to change the present JIRA based ticketing [...]
The Contracting Authority is not in the position to specify at this stage if the current JIRA-based ticketing [...]
06/11/2018
40
Can the Contracting Authority explain how access to the JIRA based ticketing system will be provided [...]
The Contracting Authority will provide the Contractor with the necessary credentials (username and password [...]
06/11/2018
39
Section 3.2.1 of the specifications states that 'The Contracting Authority will evaluate selection criteria [...]
Please see reply to question #26.
03/11/2018
38
Could you please indicate if the proportion of the contract that the tenderer intends to subcontract [...]
The proportion of the contract that the tenderer intends to subcontract should be specified in the cover [...]
03/11/2018
37
Technical Specifications, page 25: “The Contractor must offer the Commission (or other actors on its [...]
The Commission cannot specify in advance the exact number of people who may need to have access to the [...]
30/10/2018
36
Please inform the tenderers on the estimated workload for the additional and ad-hoc tasks in the new [...]
Given the characteristics of the framework contract, the volume of services required by the Contracting [...]
29/10/2018
35
Technical Specifications, page 18: “The calculation of the offered price should be based on the workload [...]
The Commission cannot validate nor reject the estimations by tenderers since it is their responsibility [...]
29/10/2018
34
Technical Specifications, page 24: “The Commission is responsible as controller for the processing of [...]
The tenderer will identify any possible instance of processing of personal data with relevance for this [...]
29/10/2018
33
With reference to QA#30, could you please confirm that a university degree with English or any other [...]
Relevant diplomas in any EU languages are acceptable. The degrees are expected to be related to the professional [...]
29/10/2018
32
Technical Specifications, page 10: “An initial information and training session will be provided by the [...]
Tenderers must prove experience providing a helpdesk service. The contractor must ensure that the knowledge [...]
24/10/2018
31
With reference to Annex II of Technical Specifications, the level of qualification IV is defined: “Junior [...]
Level of qualification IV (Junior expert) is defined as follows: 1.- newcomer to the profession but holding [...]
23/10/2018
30
With reference to Annex II of Technical Specifications, the level of qualification IV is defined: “Junior [...]
Level of qualification IV (Junior expert) is defined as follows: 1.- newcomer to the profession but holding [...]
23/10/2018
29
Please could you clarify the formula applied for liquidated damages, providing a few concrete examples [...]
If the contractor fails to perform its contractual obligations within the applicable time limits set [...]
17/10/2018
28
We note that Form 2 of Annex II indicates number of units, of which the flat fee A1 is to be provided [...]
Annex II, form 2 is intended for tenderers to present a quotation price for each row, multiplying the [...]
17/10/2018