Tenders Are Invited For Call Center - Provision And Operation Of A Service Desk For The Telematics Infrastructure

Call Center - Provision And Operation Of A Service Desk For The Telematics Infrastructure. As Part Of This Commission, The Contractor Sets Up Support For The Specialist Services Or Applications Operated By The Gematics And/Or Monitored. The Inquiries Are Made Via Telephone Calls, Web Contact Forms, Web Chat, Chat Bot Or Functional Subjects. The Incoming Inquiries Are Answered As Directly As Possible Or Handed Over To The Gematics For Further Processing. Possible Senders Of Inquiries Are Insured Persons, Pharmacists, Doctors Or Interested Parties Who Ask Questions About The E-Recipe, The Electronic Patient Files (Epa) And Other Applications In The Telematics Infrastructure. In Addition, Inquiries From Institutions, Manufacturers, Already Approved Or Potential New Service Providers In The Ti Can Come On Diverse Topics, Such As Questions About Ti Services, Such As The Electronic Patient File, The Erecipe Or Communication In Medicine (Kim) Or The Central Directory Service Of The Ti, Test Cards Or Other Service Products Of The Gematics, Specifications, For The Approval Process Of Gematics, For Electronic Health Card Card Reader In The Doctors Office, Questions About Data Protection Or Information Security In The Ti Etc. The Procurement Includes The Establishment Of A Scalable Infrastructure For The Ti Service Desk And The Personnel Resources For Its Operation. Extension Options Can, For Example, Extend To The Provision Of Services In Other Languages ​​In Addition To German, Additional Service Times On Saturdays, Service Quality Surveys, A Recall Option Or Increased Personnel Deployment To Answer An Increasing Request For Request. A Continuous Improvement Of The Service Is Expected, In Which The Ti Service Desk Gradually Expands The Answer-Response Catalog In Order To Answer More Inquiries Themselves In The Course Of The Operating Phase (Knowledge Management). The Technical Mechanisms To Ensure Data Protection And Information Security Properties Must Be Guaranteed By The Provider And Meet The Legal Requirements. Furthermore, The Provision And Documentation Of The Necessary And Suitable Hard And Software Components (E.G. Telephone System, Call Routing System, Ticket System, Email Mailboxes, Telephone Hotlines, Homepages, Etc.) Is The Subject Of The Order. Template: A) Phase 1 1. Implementation Concept And Implementation (Ms1 And Ms2 Completed): No Later Than 16 Weeks After The Surcharge; If Possible, However, Earlier (8 Weeks After The Surcharge) 2. Operational Advertisement And Transition To Regular Operation (Ms 3 Completed): 2 Weeks After Completion Ms 2) It Is Aimed For That The Operating Phase Of The New Tisd Begins At The End Of Q1/Beginning Q2 2026 At The Latest. Compliance With The Schedule Is A Decisive Success Criterion For The Entire Project. Further Information Can Be Found In The Service Description (Appendix 02).

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