First-level support for the OZG online service AFBG Digital

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55.7-02907-AFBG-Digital-First-Level-Support

The Act on the Promotion of Continuing Vocational Education and Training (AFBG) supports participants in continuing vocational education and training measures by contributing to the costs of the measure and to their livelihood. Legislation is at the federal level, but enforcement is carried out by the federal states and is regulated differently. This resulted in a heterogeneous technical process landscape of the Länder, which is connected via a uniform online service. With the online service ‘AFBG Digital’, participants in advanced training can apply for benefits under the AFBG nationwide. This online service communicates via interfaces with the technical procedures of the competent licensing authorities of the Länder. Through a centrally provided support component, citizens using the online service can submit a support request as an electronic form. At the same time, they have a support hotline with the following service times: available from Monday to Thursday from 8:00 a.m. to 6:00 p.m. and on Fridays from 8:00 a.m. to 2:00 p.m. to express your concerns by telephone and receive appropriate support. The potential contractor must therefore be able to process these two first-level support channels during the above-mentioned service hours. Employees who have knowledge of German at language level C2 must be employed. The contract includes the following services: • Hotline: - Technical and content-related operation of the hotline for receiving and answering telephone and written enquiries • User support services: - Technical and content-related operation of an e-mail account connected to the National Support Component for receiving and responding to electronic enquiries and, if necessary, forwarding the enquiries to the contracting authority in order to ensure proper processing and response - Customer advice on the digital AFBG application as well as general and extensive information on the AFBG, such as the receipt of funding, responsibilities, scope and type of funding, income and assets - Co-browsing: Support for the relevant information available online and support with further research options • Other services/consultation: - Regular reporting/statistics - Monthly statistics and monthly billing statistics and annual review as a whole - Advice on data protection and assistance with requests for information and deletions, as well as with requests from Parliament, the press and IFG requests - Participation in a regular (at least once a month) exchange by videoconference with the client and the contractor for second-level support - Creation of tickets in the technical support system in case of indications of technical problems, suggestions for changes and feedback as well as indications for optimisation

Electronic via:
https://www.evergabe-online.de/tenderdetails.html?id=863526

Electronic submission: required
https://www.evergabe-online.de/tenderdetails.html?id=863526

Not available

Not available

DE Deutschland
DEE03 Magdeburg, Kreisfreie Stadt

72000000 - IT services: consulting, software development, Internet and support

79500000 - Office-support services

79512000 - Call centre

79510000 - Telephone-answering services

79000000 - Business services: law, marketing, consulting, recruitment, printing and security

Criterion:
Type: price
Description: 100 Prozent
Weight (percentage, exact):

Not available

422,950.00 EUR

Official name: Telemark Rostock Kommunikations- und Marketinggesellschaft mbH
Postal address:
Town: Rostock
Postal code: 18147
Country: