IuK-gestützte Kommunikationsdienstleistungen Bürgerdialog

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The Contractor supports the Contracting Authority in communicating with citizens (citizen dialogue) and other target groups on topics that fall within the remit of the BMWE by using hotlines and via the general public authorities number 115. The Contractor receives all “inbound calls” (incoming calls) of the hotlines and the transferred calls of the uniform public authorities number 115 (2nd level). These are to be answered professionally (quickly, clearly, politely) and with high-quality depth of advice (competent, factually correct) in German. If necessary, the Contractor answers citizens’ enquiries by conducting “outbound calls” (outgoing calls) or in writing, and provides computer-assisted, guided support for navigating the BMWE website with reference to the advice (co-browsing). The scope of services includes basic services that are based on the previous experience and service requirements and are described as follows: AP 1: Hotline for SMEs and start-up founding AP 2: Uniform public authorities number 115 AP 3: Ad-hoc hotline (option)

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