ECB - Provision of Conference and Meeting Management Services (Lot 1) and a Switchboard and Facility Management Service Desk (Lot 2)

Description

The ECB is looking for suitable suppliers to provide (Lot 1) conference and meeting management services and Lot 2 switchboard and facility management service desk to the ECB. The foreseen duration of the contracts shall be 3 years with a possible extension of one additional year, respectively. The envisaged contract signature date is September/October 2019 with an implementation phase of around 3 months leading to a start of service delivery on 1.1.2020. The services will mainly be delivered in the 3 buildings of the ECB in Frankfurt-am-Main: — the Main Building on Sonnemannstrasse 20, — the Eurotower on Kaiserstrasse 29, and — the Japan Center at Taunustor 2. The ECB is seeking a contractor who will manage the ECB’s in-house meeting facilities and coordinate the services related to conferences and meetings. This is a key function for the ECB as this service has a high reputational impact through the involvement of internal and external meeting participants. The duties encompass: 1) The management of the ECB meeting facilities in its 3 buildings in Frankfurt-am-Main — manage the booking of the in-house meeting facilities (currently performed through CAFM software) including the coordination of catering, audio-media and furniture set up services through in-house contractors of the ECB, — provide customer application support for self-service bookings and meeting requests (currently through CAFM and CRM application). Provide IT application support for general questions and support with data maintenance, — process catering orders for meetings in office space and other internal locations, — provide and manage online registration services for meetings and conferences, — provide an onsite first level support reachable via telephone and e-mail for meeting services. The telephone needs to be permanently staffed during extended working hours from 7.30 to 19.30 CET (on ECB working days) and requires working in shifts, — provide onsite concierge services for a) assisting the internal and external meeting participants (e.g. connecting a laptop to a projector), b) providing services for meetings (e.g. printing name plates), c) performing regular physical checks of the meeting and conference rooms and d) liaising with in-house service providers as well as with the FM service desk, — develop and maintain procedures and guidelines related to conference and meeting organization for ECB staff. Regularly update information related to conference and meeting management services on the ECB intranet pages and present it during internal meetings and fora, — foster a continuous improvement process on the handling of meeting and conference services to constantly improve the service in compliance with the ECBs quality management system. 2) The advice on and coordination of the services required for target group specific conferences, meetings and other activities mainly held in-house at the ECB’s buildings; 3) Services that can be required on optional basis: — manage bookings of external venues, — provide service support for specific events (e.g. host/hostess services and concierge services), — complete organization of selected conferences, meetings and activities, including audio-media and interpretation services as required, as well as all other services needed in the context of the activity. Contractor personnel shall be available and operate during extended working hours which may require operation in shifts. Services may also be requested on weekends or public holidays. The contractor shall operate the management activities under its own responsibility according to set standards and service levels. The Contractor shall in particular provide the required staff, the supervision, the management skills and the resources to ensure that the services are delivered in accordance with the ECB requirements. The ECB will not provide any personnel for the performance of the services which shall be exclusively delivered by the contractor's own staff. The ECB will provide the office infrastructure such as telephone infrastructure, IT hardware and software, power, lighting, heating and furniture required enabling the contractor’s staff to deliver the services. The ECB is seeking a contractor who will operate the ECB’s switchboard and facility management (FM) service desk under its own responsibility and according to set standards and service levels. Both are key functions within the Directorate Administration as the service has a high reputational impact through internal and external callers. The switchboard is the first point of contact for external callers. The FM service desk provides the internal customers with a wide range of services, such as technical, infrastructural and security facility management services. The core services are: 1) Telephone switchboard: acceptance and transfer of incoming external or internal telephone calls in English and German; 2) Onsite first level telephone FM support: acceptance and registration of tickets in the computer aided facility management (CAFM) system of all requests that are received by phone, e-mail or via the self-service portal. Monitoring and reporting of service provider performance. manage, track and escalate customer complaints; 3) Administrative support services: any other administrative task related to infrastructural facility management services such as management of faxes, pin codes in the call charging facility, handling of lost and found items, handling of cleared items (such as from lockers and relocation activities), provision of customer application support, distribution of meal vouchers, support of IT Testing activities, etc. The FM service desk shall provide services for the 3 buildings of the ECB in Frankfurt-am-Main, occasionally at an external office site and future ECB sites and, as an option, cover ECB offices in Washington DC and Brussels. The switchboard and FM service desk will be located in one of the ECB’s buildings in Frankfurt-am-Main. The switchboard and FM service desk currently operate during extended working hours from 7.30 to 19.30 which requires operation in shifts. Services may also be requested outside regular service hours, on weekends or public holidays. The contractor shall in particular provide the staff, the supervision, the management skills and the resources to ensure that the services are delivered in accordance with the ECB requirements. The ECB will not provide any personnel for the performance of the services which shall be exclusively delivered by the contractor's own staff. The ECB will provide the office infrastructure such as telephone infrastructure, IT hardware and software, power, lighting, heating and furniture required enabling the contractor’s staff to deliver the services. Approx. total calls handled in 2018: 45 000 FM tickets handled: 15 000 Lost and found items: 1 000 Faxes handled: 1 000 E-mail communication: 55 000