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Germany - IT services: consulting, software development, internet and support - EUDI-Wallet Support Organisation VoC - Feedback & Analytics

Original Deutschland - IT-Dienste: Beratung, Software-Entwicklung, Internet und Hilfestellung - EUDI-Wallet Support Organisation VoC - Feedback & Analytics

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  1. Published
  2. Deadline open for 29 days
  3. Awarded pending

Summary

Machine-generated summary

This tender seeks a contractor to build, operate, and continuously develop an integrated Voice of the Customer feedback and analytics system for the EUDI Wallet Support Organisation. The work involves collecting, analyzing, and displaying feedback from both consumers and businesses. It also includes tracking operational support key performance indicators, conducting trend analyses, and setting up automated pattern recognition. The buyer is based in Germany. The original announcement does not state the estimated contract value, the submission deadline, or specific eligibility criteria. Interested businesses should review the full official procurement documents to find the exact procedure details, participation requirements, and any missing dates.

Description

Aufbau, Betrieb und kontinuierliche Weiterentwicklung eines integrierten VoC Feedback- und Analytics-Systems für die gesamte EUDI Wallet Support Organisation. Umfasst die Erhebung, Auswertung und Darstellung von B2C- und B2B-Feedback sowie operative Support-KPIs, Trendanalysen und automatisierter Mustererkennung. Gegenstand dieser Ausschreibung ist die Vergabe von Leistungen für VoC / Feedback & Analytics der EUDI Wallet Support Organisation (EWSO). Der Auftragnehmer baut die VoC-Plattform auf, konfiguriert sämtliche Feedback-Instrumente (Post-Interaction-Surveys, IVR-CSAT, NPS, CES, B2B-Partner-Reviews, Agenten-Feedback-Loop) und richtet das operative KPI-Dashboard sowie das Musterwarnsystem (Pattern Alerting) ein. Der Auftragnehmer begleitet die Closed-Beta-Phase (Q4 2026) und die Go-live-Phase (Q1 2027) mit Hypercare-Support. Er übergibt nach geordnetem Wissenstransfer die operative Hoheit über das VoC-System und die Analytics-Plattform an das interne Team des Auftraggebers. Die Leistungen umfassen insbesondere die datenschutzkonforme Datenerhebung (DSGVO, EU-Hosting, Pseudonymisierung), die API-Integration mit dem Ticketsystem und der Telefonie-Infrastruktur (vgl. Ziff. 5. der Leistungsbeschreibung), die WCAG 2.1-konforme Gestaltung aller Feedback-Oberflächen sowie vollständige Systemdokumentation, Schulung des internen Teams und einen strukturierten Übergabeplan für die eigenständige Systemhoheit.

Official source

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

Always verify details on the official notice.

Last verified against TED - Tenders Electronic Daily (Publications Office of the EU) 1 month ago

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  1. Act now
    • Status: Now marked as Closed
    • Submission deadline: Moved 1 day EARLIER: now July 24, 2026, 00:00
    • Scope and criteria: The description was expanded. Re-read it before you bid.

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Market context

Avg. open tender · IT services
€26,218,440
5,379 open across Europe right now
Buyer track record on Aperlena
4 notices tracked · 1 awarded

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