What is the object of the project?
The object of the project consists in providing services throughout the duration of the ‘Tourism for All’ action, with the aim of providing Help Desk services to beneficiaries at 2 levels:
(a) Level 1 Help Desk; and
(b) Level 2 Back Office, as well as preparing an Implementation Plan for the provision of the above services.
The object of this Project includes services for a specific period of time aiming to:
- Operate a Level 1 Help Desk. This pertains to the operation of the Help Desk according to the Programme, which will render first-level support to beneficiaries by providing information, resolving issues and answering questions. The Level 1 Help Desk will be connected to / will work together with the Back Office, in order to support/respond to more complex questions.
The Level 1 Help Desk will have to meet specific standards and follow specific procedures, and it must at least:
➢ meet the specifications of a professional call centre with physical agents, be able to support inbound and outbound communications, enable the recording and monitoring of individual cases that will need to be forwarded to the Programme’s bodies, utilise both electronic channels and telephone communication,
➢ respond to the beneficiaries’ requests for support in a timely manner based on the severity of each request;
provide full details regarding the volume of communications, cases and the respective response times, and be able to send, on a periodic basis, standard reports that will contain agreed information/KPIs. Call for an Electronic Open Tender, below a certain threshold, for the Project “Help Desk Services for the ‘Tourism for All 2024’ Programme” – ‘Information Society’ 72 – 86 – Operate a Level 2 Back-Office. This pertains to the operation of a Back Office, staffed with personnel that has full knowledge of the subject and the procedures, and who will be able to meet the needs of all interested parties. Following are some of the tasks to be included in this context:
➢ support for questions and issues from the help desk (escalation);
➢ support for questions and issues from the help desk (escalation); – prepare an Implementation Plan, containing at least information on the staffing and operation of the Help Desk and Back Office, the time period for the provision of related services, the methodology and organisational details about the Level 1 Help Desk and Level 2 Back Office, as well as their internal communication procedures.
