IuK-gestützte Kommunikationsdienstleistungen Bürgerdialog

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The Contractor (AN) supports the Contracting Authority (AG) in communicating with citizens (citizen dialogue) and other target groups on topics within the responsibility of the BMWE by using hotlines and via the general government contact number 115. The Contractor (AN) receives all “inbound calls” (incoming calls) to the hotlines and the transferred calls to the uniform government contact 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 (AN) answers citizens’ requests by conducting “outbound calls” (outgoing calls) or in writing, and provides computer-assisted, guided support for navigation on the BMWE website with reference to the consultation (co-browsing). The scope of services comprises basic services that are oriented towards the previous experience values and service requirements and are described as follows: AP 1: Hotline for small and medium-sized enterprises and business start-up AP 2: Uniform government contact number 115 AP 3: Ad-hoc hotline (option) The Contractor (AN) supports the Contracting Authority (AG) in…

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