ECB - Provision of a facility management (FM) service desk and switchboard and related consultancy services

Description

The ECB is seeking a contractor who will operate the ECB's facility management (FM) service desk and switchboard under its own responsibility (lot 1). Tasks shall include the following elements: operation of a telephone switchboard, an internal facility management service line, internal meeting management, administrative support services, etc. Furthermore, the ECB is also looking for a contractor (lot 2) who will provide consultancy services for the service desk. Tasks shall include the definition of measures, KPIs and service levels for the service desk, in cooperation with the contractor under lot 1, the monitoring of the operation and the performance of the FM service desk, providing the ECB with financial analysis and calculations of the service desk contract, regular reporting, provision of advice on service improvements, etc. Due to the relation between the services, bidders are not allowed to bid for both lots simultaneously. The ECB is seeking a contractor who will operate the ECB's facility management (FM) service desk and switchboard under its own responsibility and according to set standards and service levels. The FM service desk and switchboard are key functions within the Directorate-General Administration, which provides the internal customers with a wide range of services, such as e.g. technical, infrastructural and security facility management services and is the first point of contact for external callers. The ECB is seeking a consultancy services provider to work with the contractor awarded under lot 1 on all topics relating to contractual performance including the assessment with regard to set standards and service levels. For this purpose, the ECB requires consultancy services on the implementation of the contract tendered under lot 1 on a regular and ad hoc basis.