Upgrade and Expansion of Multi-Channel Citizen Tender - 145112087

Procurement Summary

Country: Greece

Summary: Upgrade and Expansion of Multi-Channel Citizen Service System 1555

Deadline: 18 Aug 2026

Posting Date: 14 Jul 2026

Other Information

Notice Type: Tender

TOT Ref.No.: 145112087

Document Ref. No.: 485955-2026

Competition: ICB

Financier: Self Financed

Purchaser Ownership: Public

Tender Value: EUR 37835455.05

CPV Classification

64214200 - Telephone switchboard services
79400000 - Business and management consultancy and related services
72212211 - Platform interconnectivity software development services
79310000 - Market research services
80000000 - Education and training services

Purchaser's Detail

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Tender Details

Upgrade and expansion of multi-channel citizen service system 1555 The object of the contract is the upgrade and expansion of the 1555 multi-channel information and service system for citizens, which operates from 1/10/2022, as a single hub serving citizens and businesses for issues under the competence of the Ministry of Labor and Social Security and its supervised entities. As part of the upgrade, the digital architecture and software subsystems, such as the web, are being strengthened portal, the knowledge base, artificial intelligence solutions and ticketing, so that 1555 gradually transitions from a predominantly voice-centric model to a balanced service model, where the most complex and sensitive cases remain in human hands service, with the support of specialized representatives, while the simplest cases are closed through self-service services and automation. In particular, it is planned to use AI solutions for both the citizen and the representative, such as IVR and AI agent for intent recognition and routing to digital solutions or the appropriate specialized agents, agent assist tools that draw content from the knowledge base to reduce errors and handling time, as well as analytics to understand requests and better staffing planning. At the same time, interoperability at the level of infrastructure or services with the Citizen Request Management System (CC ticketing) and the utilization of data from ticketin...
Document Type: Contract Notice Contract Type: services Estimated Value: 37835455.05 - EUR Authority Type: cga Doc Title: Upgrade and expansion of multi-channel citizen service system 1555 Dispatch Date: 2026-07-13 Publish Date: 2026-07-14 Submission Date: 2026-08-18

Documents

 Tender Notice