Implementation and Maintenance of a Knowledge Platform for the Contact Center, the... Tender

Procurement Summary

Country : Belgium

Summary : Implementation and Maintenance of a Knowledge Platform for the Contact Center, the Reception Staff and Mailroom (City of Mechelen) (3+7x1)

Deadline : 23 Jun 2025

Other Information

Notice Type : Tender

TOT Ref.No.: 120732541

Document Ref. No. : 378824-2025

Financier : Self Financed

Purchaser Ownership : Public

Tender Value : Refer Document

Purchaser's Detail

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Tender Details

The City of Mechelen wants to offer its citizens as quickly and as well as possible support with questions. The 1st line is very important here. The objective is to answer 80% of the questions in 1st line, both by telephone and at the reception. To do this, we wish to set up a knowledge portal for the Internal employees of all existing products (internal and external) of the city and the Social House.

In the first instance, this application is used by the following teams:

Front Office and Civil Affairs Department - Team Front Office:

Contact center

Reception employees House of the Mechelaar

Reception counter staff Social house

Mailing room

For the knowledge portal, the functional requirements are aimed at making information accessible, managing knowledge, and offering a platform for interaction between citizens and the government.

Implementation and maintenance of a knowledge platform for the contact center, The reception staff and mailroom (City of Mechelen) (3+7x1)

The 1st line is very important here. The objective is to answer 80% of the questions in 1st line, both by telephone and at the reception. To this end, we wish to set up a knowledge portal for the internal employees of all existing products (internal and external) of the city and the Social House.

In the first instance, this application is used by the following teams:

Front Office and Civil Affairs department - Team Frontof...
Document Type: Contract Notice
Reference number: PPP001-2281/5359/2025-OO-OC-ICT-1369
Contract type: services
Authority Type: LA
DOC Title: Implementation and maintenance of a knowledge platform for the contact center, the reception staff and mail room (City of Mechelen) (3+7x1)
Dispatch Date: 2025-06-10
Publish Date: 2025-06-12
Submission Date: 2025-06-23

Documents

 Tender Notice