1. As indicated in section 4 “contract award criteria”, award criteria 1 and 2 will be applied to evaluate the general presentation and award criteria 3, 4, 5 will be applied to evaluate the 3 case studies. 2. The bidder should concretely apply the approach, structure and tools described in the general part to the case studies. 3. To be specific: please refer to section 1.11, part D, 1): The general part of the technical offer shall focus on a description of how the tenderer intends to implement the service, the proposed general approach, structure and tools. In particular it should be detailed how he will a) run several requests in parallel, b) ensure the timely response to requests as foreseen under point 1.3., c) communicate with the contracting authority in the context of a request for service, d) ensure that each project is properly followed by a dedicated team, e) ensure the timely reporting (technical report and invoice). 4. The table under section 4 “contract award criteria” contains the award criteria against which the offer will be evaluated. For each criteria the total maximum points are indicated. Tenders must score minimum 60% for each criterion and sub-criterion, and minimum 70 % in total. Tenders that do not reach the minimum quality levels will be rejected and will not be ranked.