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TED - Tenders Electronic Daily (Publications Office of the EU) verified 5 days ago Contract award

Switzerland - Adult education and other teaching - Training services customer service

Original Schweiz - Erwachsenenbildung und sonstiger Unterricht - Ausbildungsleistungen Kundenservice

Awarded Switzerland Zürich Education & training

Buyer Verkehrsbetriebe Zürich (VBZ)

€262,959 awarded value

Key facts

Published
Procedure
Open procedure
  1. Published
  2. Awarded pending

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

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Awarded to

DE_move Quality by Rieger

Awarded value
€262,959
Bids received
5

Summary

Machine-generated summary

Verkehrsbetriebe Zürich (VBZ) awarded a contract for a comprehensive training programme for the staff of its Customer Value Center, a customer service organisation operating at six locations in the city of Zürich. The roughly 100 employees handle about 1000 customer inquiries per day. The training covers spoken and written communication, handling customer reactions and resilience. The contract was won by DE_move Quality by Rieger for about EUR 262,959.37, converted from CHF at the ECB reference rate.

Description

Die Verkehrsbetriebe der Stadt Zürich (VBZ) betreiben eine Kundendienstorganisation namens "Customer Value Center". Örtlich ist die Abteilung an sechs Standorten in der Stadt Zürich präsent. Im Customer Value Center finden hauptsächlich drei Disziplinen statt: * Reise * Energie * Lost & Found Die knapp 100 Mitarbeitenden des Customer Value Center nehmen rund 1000 Kundenanfragen pro Tag über verschiedene Kommunikationskanäle entgegen. Aktuell sind dies Schalter, Telefon, E-Mail, Live-Chat sowie die sozialen Medien. Die eingehenden Anfragen reichen von einfachen Auskünften wie Fahrplaninformationen bis zu hochkomplexen Reklamationen, welche durch ein dediziertes Team bearbeitet werden. Ebenfalls werden Kund*innen im Umgang mit den "e-Kanälen" (ZVV-App, Webshop, etc.) unterstützt. Am Schalter findet schwergewichtig der Verkauf von Tickets und Abonnementen statt. Im Fundbüro werden hauptsächlich Fundgegenstände entgegengenommen und vermittelt - der Kontakt mit den Kund*innen ist hier via Telefon und Schalter. Um die Beratungsqualität der Mitarbeitenden im CVC auf einem hohen Niveau halten zu können, durchlaufen die Mitarbeitenden ein umfangreiches Ausbildungsprogramm (mündliche und schriftliche Kommunikation, Umgang mit Kundenreaktionen, Resilienz, usw.). Mit dieser Ausschreibung, soll gemäss den Ausschreibungsunterlagen, ein umfangreiches Ausbildungsprogramm ermittelt werden.

Official source

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

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Last verified against TED - Tenders Electronic Daily (Publications Office of the EU) 5 days ago

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The buyer

Full buyer profile

Verkehrsbetriebe Zürich (VBZ)

Switzerland

Who wins its contracts

Many suppliers
different companies won its awards
26
of the awards went to the three most frequent winners
30%
of its calls state an estimated value
0%

Based on 33 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.

Competition

tenders per lot on average (open and restricted procedures)
3.5
of those lots received a single tender
11%
of the awards went to companies based in another country
36%

As the official award notices state them, over the last 3 years. Tenders per lot count open and restricted procedures only: in a negotiated procedure or a direct award a single tender is the procedure itself. The country is the one the notice gives for the winner.

Recent awards

3 open tenders right now

Market context

open now in Education & training
1,473
median open notice
€250,000

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