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Aperlena

TED - Tenders Electronic Daily (Publications Office of the EU) verified 2 days ago Contract notice

Germany - Support for recovery after hardware failure - IT Service Point

Original Deutschland - Beratung bei der Wiederherstellung nach Hardwareversagen - IT Service Point

Open Germany Berlin IT services

Buyer BEW Berliner Energie und Wärme GmbH

Key facts

Published
Competition
Open race
  1. Published

TED - Tenders Electronic Daily (Publications Office of the EU) does not publish a closing date for this notice. See the official notice

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The Aperlena Verdict

Open race

No supplier dominates: 4 different companies have won the last 5 comparable contracts from this buyer over 5 years. This is a genuinely open race.

Based on 5 comparable awards by this buyer in this sector over 5 years. Every verdict is recorded before the outcome and graded against the award notice. How we score ourselves.

Summary

Machine-generated summary

BEW is procuring an onsite support provider to operate one IT service point at each of nine of its locations. The provider will receive user requests via defined channels, namely a ticketing system and walk-in visits, carry out an initial assessment, prioritise requests, resolve simple issues directly or forward them to follow-up teams, and document every request and processing step in the ticketing system. This includes using, maintaining and occasionally authoring knowledge base articles. The service emphasises high availability, short response times, uniform standards, performance measurement, and clear, friendly, user-oriented communication with transparency on status.

Description

Die Leistungsbeschreibung umfasst die Anforderungen an einen Onsite Support Dienstleister, der an 9 Standorten der BEW jeweils einen Service Point betriebt. Der thematische Umfang beinhaltet: Entgegennahme von Anwenderanfragen über festgelegte Zugangswege (Ticketsystem, Vor-Ort (Walk-in)). Bearbeitung durch Ersteinschätzung, Priorisierung, direkte Lösung oder Weiterleitung an Folgestellen. Dokumentation sämtlicher Anfragen und Bearbeitungsschritte im Ticketsystem einschließlich Nutzung und Pflege der Wissensdatenbank; in Einzelfällen werden zudem neue Wissensartikel erstellt. Servicequalität durch hohe Verfügbarkeit, kurze Reaktionszeiten, einheitliche Standards und Kennzahlenkontrolle. Kommunikation klar, freundlich und nutzerorientiert, inkl. Transparenz über Bearbeitungsstände. Ziel ist ein effizienter, nutzerorientierter Support mit hoher Verfügbarkeit und gleichbleibender Qualität an allen Standorten.

Official source

Source: TED - Tenders Electronic Daily (Publications Office of the EU)

Always verify details on the official notice.

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Last verified against TED - Tenders Electronic Daily (Publications Office of the EU) 2 days ago

What this market pays

The buyer has too few awards of its own in this sector, so this is the range of the last 774 awards for IT services in Germany.

Median award
€495,044
Middle half of past awards
€249,892 to €1.2M

TED - Tenders Electronic Daily (Publications Office of the EU) publishes no value for this notice, so it has no mark on the scale. The official documents may state one.

Award values as published by the official sources. Use them as a guide, not a rule: scope, lots and duration differ between contracts.

BEW Berliner Energie und Wärme GmbH

Germany

notices in the register
114
awards
25
awarded in total
€143.8M

Who wins its contracts

Many suppliers
different companies won its awards
19
of the awards went to the three most frequent winners
24%

Based on 21 awards with a named winner over the last 3 years. Counted by award, not by value, because lot and framework amounts are not comparable. Concentrated means the three most frequent winners took 65% or more of the awards; many suppliers, under 35% with at least ten different winners.

One dot per award, on the day it was signed, sized by its value. A ring is an award with no published value.

Who usually wins this buyer's contracts in this sector

Based on 5 awards with a linked company profile over the last 5 years.

86 open tenders right now

Market context

TED - Tenders Electronic Daily (Publications Office of the EU) publishes no value for this notice, so it cannot be placed among the open notices of its sector. The official documents may state one.

open now in IT services
7,178
median open notice
€885,740

Who wins in this market

Many suppliers

Germany · IT services

different companies won awards here
1,652
of the awards went to the three most frequent winners
4%
buyers awarded contracts here
1,054

Based on 2,541 awards with a named winner over the last 3 years. Counted by award, not by value, because lot and framework amounts are not comparable. Concentrated means the three most frequent winners took 65% or more of the awards; many suppliers, under 35% with at least ten different winners.

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