Eudi-Wallet Support Organisation Voc - Feedback Tender - 143994664

Procurement Summary

Country: Germany

Summary: Eudi-Wallet Support Organisation Voc - Feedback & Analytics

Deadline: 24 Jul 2026

Posting Date: 25 Jun 2026

Other Information

Notice Type: Tender

TOT Ref.No.: 143994664

Document Ref. No.: 432967-2026

Competition: ICB

Financier: Self Financed

Purchaser Ownership: Public

Tender Value: Refer Document

CPV Classification

72000000 - IT services: consulting, software development, Internet and support
72225000 - System quality assurance assessment and review services
72253000 - Helpdesk and support services

Purchaser's Detail

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Tender Details

EUDI Wallet Support Organization VoC - Feedback & Analytics Building, operating and continuously developing an integrated VoC feedback and analytics system for the entire EUDI Wallet Support organization. Includes the collection, evaluation and Presentation of B2C and B2B feedback as well as operational support KPIs, trend analysis and automated pattern recognition. The subject of this tender is the awarding of services for VoC / Feedback & Analytics from the EUDI Wallet Support Organization (EWSO). The contractor builds the VoC platform, configures all feedback instruments (post-interaction surveys, IVR-CSAT, NPS, CES, B2B partner reviews, agent feedback loop) and sets up the operational KPI dashboard and the pattern warning system (Pattern alerting). The contractor supports the closed beta phase (Q4 2026) and the go-live phase (Q1 2027) with Hypercare support. After an orderly transfer of knowledge, he hands over operational sovereignty over the VoC system and the analytics platform to the internal one Client's team. The services include, in particular, data collection in compliance with data protection regulations (GDPR, EU hosting, pseudonymization), API integration with the ticket system and the telephony infrastructure (see section 5 of the service description). WCAG 2.1-compliant design of all feedback interfaces as well as complete system documentation, training of the internal team and a structured handover plan for independent system sovereignty. Do...
Document Type: Contract Notice Reference Number: 103468/2026-3 Contract Type: services Authority Type: pub-undert-cga Doc Title: EUDI-Wallet Support Organisation VoC - Feedback & Analytics Dispatch Date: 2026-06-24 Publish Date: 2026-06-25 Submission Date: 2026-07-24

Documents

 Tender Notice