Tenders Are Invited For Government Services – Framework Agreement For Services In The Area Of ​​Invoice Complaint Management

Government Services – Framework Agreement For Services In The Area Of ​​Invoice Complaint Management. The Subject Of The Tender Is Consulting And Support Services In The Area Of ​​Invoice Complaint Management. It Consultants Are Needed To Support The Further Development Of Invoice Complaint Management And The Order-To-Cash Process (O2c). It Is Used In Particular For The Analysis, Optimization And Digitalization Of Processes Relating To Invoicing, Invoice Complaints, Credit Notes, Dunning And The Associated Specialist Procedures And Interfaces. The Tender Includes The Following Services: - Remote Consulting And Support Services (Approx. 165 Pt Per Contract Year) - On-Site Consulting And Support Services (Approx. 15 Pt Per Contract Year) The Contract Term Begins When The Contract Is Awarded And, Unless Terminated Beforehand, Is Initially 12 Months (Minimum Contract Term). The Client Reserves The Right To Extend The Contract Three Times By One Year Each Time (Optional Contract Periods). The Basis For Exercising This Extension Option Is The Fulfillment Of The Following Requirements: Fulfillment Of All Project Or Activity-Specific Requirements Of A Quality Gate To Be Agreed In Advance. In The Context Of The Project Work Or The Activities To Be Carried Out By The Contractor, The Client Defines Formal Milestones, Which Are Used To Examine The Extent To Which The Contractor Is Fulfilling The Contractually Agreed Service Content. These Quality Gates Concern, For Example, Test Points Such As - Quality Of Service Delivery (Adherence To Guaranteed Skill Levels, Overall Understanding Of Customer Needs, Etc.) - Effectiveness / Usability Of The Work Results - Adherence To Deadlines (Adherence To Deadlines, Delivery Times, Etc.) - Completeness And Content Quality Of Documentation - Communication And Appearance Compared To The Client In Order To Evaluate The Achieved Project Or Service Quality. The Test Points To Be Applied And Their Weighting Are Communicated And Explained To The Contractor At The Beginning Of The Service Provision, So That The Contractor Knows In Advance What To Focus On When Providing The Service. The Contractor Is Given The Opportunity To Comment On The Test Points (But Without The Right To Change Them). The Quality Gates Are Defined As Milestones In The Project Calendar And Carried Out In The Form Of A Meeting With All Relevant Representatives Of The Client And The Contractor. The Client Reserves The Right To Differentiate The Test Points According To - Ko Criteria (Degree Of Fulfillment: Fulfilled Vs. Not Fulfilled / Evaluation Of Not Fulfilled Leads To The Immediate Setting Of An X-Week Deadline For Cost-Neutral Rework In Connection With An Escalation To The Next Higher Level) And - Variable Criteria (Degree Of Fulfillment In % With Underlying Traffic Light Logic In Connection With Corrective Measures). The Client Informs The Contractor Three Months Before The Final Date