DEW21; User Help Desk
Opportunity Score
Why this score?
Opportunity
65 / 100
Complexity
75 / 100
Risk factors
No estimated contract value provided, making it difficult to assess bid viability and resources required.
Strict turnover and reference requirements may disqualify many bidders. Lack of specific KRITIS experience is a knockou...
Submission deadline in 7 days
Deep Portfolio Analysis
Uses:
- Description
- Industries & Services
- Capabilities
- Market & Experience
- Certifications
Overview
Moderate opportunityKey Facts
- Services contract
- 1 lot
- Duration 36 MONTH
- User Help Desk services (1st and 2nd level support) including incident management, service request handling, and dispatching
- Act as Single Point of Contact (SPOC) for all IT support inquiries from DEW21 group employees
Show full summary
This tender by Dortmunder Energie- und Wasserversorgung GmbH (DEW21) seeks a service provider for a User Help Desk in Dortmund, Germany. The service covers first and second level support, dispatching, and general service requests. The procedure is a negotiated procedure with prior call for competition under SektVO. The contract duration is 36 months with possible auto-extension up to 3 additional years. No estimated value is provided. Eligibility requirements are strict: average annual turnover of at least €2M, professional liability insurance (€2M/€1M), ISO 27001 certification, and two specific references (managed service desk and application management) for at least 12 months within the last three years, serving at least 1,000 users/tickets per month for a KRITIS company. Award criteria are 40% price and 60% quality (transition & onboarding, operations concept, personnel, service management). Submission deadline is 1 July 2026, 23:59 CEST, with German as the required language. Electronic submission is mandatory.
Risks
No estimated contract value provided, making it difficult to assess bid viability and resources required.
Strict turnover and reference requirements may disqualify many bidders. Lack of specific KRITIS experience is a knockou...
Submission deadline in 7 days
Analysis may be incomplete
Only part of the procurement documentation was analyzed. Additional eligibility requirements, certificates, or submission documents may exist in the remaining tender documentation.
Key Requirements
Technical
- Professional liability insurance with coverage of at least €2M for personal/property damage and €1M for financial/cyber/datenschaden risks (each 2-fold maximized)
Eligibility
- Minimum average annual turnover of €2M net over the last three fiscal years
Certifications
- ISO 27001 certification (or equivalent) for information security management
Requirements may be incomplete.
Award Criteria
Lot 1
Buyer
Name
Dortmunder Energie- und Wasserversorgung GmbH
Location
Dortmund, DEU
Website
Identifier
DE 162678188
Lots (1)
LOT-0001
DEW21; User Help Desk
Consolidation and outsourcing of a defined part of the DEW21 service desk. The contractor acts as single point of contact (SPOC) and is responsible for ticket lifecycle management, first and second level support, qualified dispatching, and support for general service requests. The service must achieve a high first contact resolution rate and encourage users to adopt the internal service portal.
Location
Duration
Category
Selection criteria
Deadline
Award details
Additional CPV codes
Show original TED data
Original TED description
Das primäre Ziel der Auslagerung ist eine signifikante Entlastung der internen IT-Ressourcen der DEW21. Es sollen Mitarbeiter der DEW21 Gruppe, welche den Servicedesk telefonisch kontaktieren durch den Servicedesk angeregt werden das interne Serviceportal zu verwenden. Auch wird eine hohe Erstlösungsquote (First Contact Resolution) und eine exakte Vorqualifizierung von Störungen zu erbringen. Der Auftragnehmer fungiert als Single Point of Contact (SPOC) und übernimmt die Gesamtlösungsverantwortung (Ticket Ownership) über den gesamten Lebenszyklus eines Tickets. Für Tickets, die zur fachlichen Lösung an Bereiche außerhalb der Kontrolle des Auftragnehmers übergeben werden müssen (z. B. interne Fachabteilungen), wird das SLA-Messverfahren durch eine "Stop-Clock"-Regelung pausiert. Im Übrigen wird auf die Leistungsbeschreibung verwiesen.
Procurement Details
- Publication date
- 09 Jun 2026
- Notice type
- Contract notice — standard
- Languages
- German
Reference metadata
- Notice subtype
- 17
- Notice version
- 1
- Legal basis
- 32014L0025
Reference IDs
- Tender ID
- 396457-2026
- Source notice ID
- 263afa04-3cc6-47fb-81d3-436b9f0ed076
Documents (2)
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Opportunity Score
Why this score?
Opportunity
65 / 100
Complexity
75 / 100
Risk factors
No estimated contract value provided, making it difficult to assess bid viability and resources required.
Strict turnover and reference requirements may disqualify many bidders. Lack of specific KRITIS experience is a knockou...
Submission deadline in 7 days
Deep Portfolio Analysis
Uses:
- Description
- Industries & Services
- Capabilities
- Market & Experience
- Certifications