Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for Servizz.gov Agency

Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for Servizz.gov Agency Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for Servizz.gov Agency

CPV: 79510000 Storitve telefonskega odzivanja, 79511000 Storitve telefonistov, 79512000 Klicni center, 72253000 Storitve služb za pomoč uporabnikom in podporne storitve, 72253100 Storitve služb za pomoč uporabnikom, 79342300 Storitve za kupce
Kraj izvršitve:
Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for Servizz.gov Agency
Organ za podeljevanje:
Servizz.gov Agency
Številka dodelitve:

1. Buyer

1.1 Buyer

Official name : Servizz.gov Agency
Legal type of the buyer : Body governed by public law, controlled by a central government authority
Activity of the contracting authority : General public services

2. Procedure

2.1 Procedure

Title : Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for Servizz.gov Agency
Description : Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for Servizz.gov Agency
Procedure identifier : 5e0116d8-3ca7-4eef-a624-be772a7d6060
Type of procedure : Negotiated without prior call for competition

2.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79510000 Telephone-answering services
Additional classification ( cpv ): 79511000 Telephone operator services
Additional classification ( cpv ): 79512000 Call centre
Additional classification ( cpv ): 72253000 Helpdesk and support services
Additional classification ( cpv ): 72253100 Helpdesk services
Additional classification ( cpv ): 79342300 Customer services

2.1.2 Place of performance

Country subdivision (NUTS) : Malta ( MT001 )
Country : Malta

2.1.3 Value

Estimated value excluding VAT : 7 000 000 Euro

2.1.4 General information

Legal basis :
Directive 2014/24/EU

5. Lot

5.1 Lot technical ID : LOT-0001

Title : Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for Servizz.gov Agency
Description : Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for Servizz.gov Agency

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79510000 Telephone-answering services
Additional classification ( cpv ): 79511000 Telephone operator services
Additional classification ( cpv ): 79512000 Call centre
Additional classification ( cpv ): 72253000 Helpdesk and support services
Additional classification ( cpv ): 72253100 Helpdesk services
Additional classification ( cpv ): 79342300 Customer services

5.1.2 Place of performance

Country subdivision (NUTS) : Malta ( MT001 )
Country : Malta
Additional information :

5.1.4 Renewal

Maximum renewals : 0

5.1.5 Value

Estimated value excluding VAT : 7 000 000 Euro

5.1.6 General information

Procurement Project not financed with EU Funds.
The procurement is covered by the Government Procurement Agreement (GPA) : yes

5.1.10 Award criteria

Criterion :
Type : Price
Description : Price
Category of award threshold criterion : Weight (points, exact)
Award criterion number : 100

5.1.12 Terms of procurement

Information about review deadlines : 0

5.1.15 Techniques

Framework agreement :
No framework agreement
Information about the dynamic purchasing system :
No dynamic purchase system

5.1.16 Further information, mediation and review

Review organisation : Public Contracts Review Board
Information about review deadlines : 0
Organisation providing offline access to the procurement documents : Servizz.gov Agency

6. Results

Value of all contracts awarded in this notice : 6 970 945,97 Euro
Direct award :
Justification for direct award : The contract can be provided only by a particular economic operator because of an absence of competition for technical reasons
Other justification : Regulation 154 (1) (b) (ii) of the Public Procurement Regulations S.L 601.03

6.1 Result lot ldentifier : LOT-0001

At least one winner was chosen.

6.1.2 Information about winners

Winner :
Official name : Centrecom
Tender :
Tender identifier : 000229829
Identifier of lot or group of lots : LOT-0001
Value of the tender : 6 970 945,97 Euro
Subcontracting : No
Contract information :
Identifier of the contract : 123164691
Information about European Union funds
Identifier of EU funds : 0

6.1.4 Statistical information

Received tenders or requests to participate :
Type of received submissions : Requests to participate
Number of tenders or requests to participate received : 1
Range of tenders :
Value of the lowest admissible tender : 6 970 945,97 Euro
Value of the highest admissible tender : 6 970 945,97 Euro

8. Organisations

8.1 ORG-0001

Official name : Servizz.gov Agency
Registration number : S.L.595.19
Department : Servizz.gov Agency
Postal address : Victoria Centre, Level 2, Valletta Road
Town : Mosta
Postcode : MST 9012
Country subdivision (NUTS) : Malta ( MT001 )
Country : Malta
Telephone : +356 23164100
Roles of this organisation :
Buyer
Organisation providing offline access to the procurement documents

8.1 ORG-0002

Official name : Centrecom
Registration number : C38299
Department : N/A
Postal address : Unit F11, Level 2, Mosta Technopark
Town : Mosta
Postcode : MST3000
Country subdivision (NUTS) : Malta ( MT001 )
Country : Malta
Telephone : +356 23644000
Fax : +356 21251473
Roles of this organisation :
Tenderer
Winner of these lots : LOT-0001

8.1 ORG-0003

Official name : Public Contracts Review Board
Registration number : TBD
Department : Ministry for Finance and Employment
Postal address : Notre Dame Ditch
Town : Floriana
Postcode : FRN 1601
Country subdivision (NUTS) : Malta ( MT001 )
Country : Malta
Telephone : +356 2139095
Roles of this organisation :
Review organisation

8.1 ORG-0004

Official name : European Dynamics S.A.
Registration number : 002024901000
Department : European Dynamics S.A.
Town : Athens
Postcode : 15125
Country subdivision (NUTS) : Βόρειος Τομέας Αθηνών ( EL301 )
Country : Greece
Telephone : +30 2108094500
Roles of this organisation :
TED eSender

11. Notice information

11.1 Notice information

Notice identifier/version : eae23054-f4a2-4d07-93a2-b0dc3d7ba1cd - 01
Form type : Result
Notice type : Contract or concession award notice – standard regime
Notice dispatch date : 24/09/2025 20:53 +02:00
Languages in which this notice is officially available : English

11.2 Publication information

Notice publication number : 00629717-2025
OJ S issue number : 185/2025
Publication date : 26/09/2025