Digital Workplace Services

The European Banking Authority has issued a call for tenders under the title "Digital Workplace Services," identified as EBA/2025/OP/0002. The procurement was published on October 23, 2025, with a deadline for submission set for December 10, 2025. The estimated total value of the contract is approximately €1,497,259 for a duration of 48 months, with the initial period being 12 months and the option to renew three times. This tender opportunity is focused on obtaining IT helpdesk services, comprising a framework contract through an open call for competition. Interested parties must submit their proposals electronically via the EU's Funding and Tenders Portal, and the evaluation will consider both quality (60%) and price (40%). Eligible applicants include any legal entity capable of delivering IT helpdesk services, encompassing private companies, IT service providers, and larger entities, as the project is not designed specifically for small and medium-sized enterprises (SMEs). While no formal consortium requirement is indicated, the procurement allows subcontracting with specific commitment letter stipulations. Geographic eligibility is primarily open to entities located within EU Member States and the European Economic Area (EEA). The key sector targeted is information and communication technology, specifically for IT support services, including management of hardware, software, telecommunications tools, and audiovisual equipment in meeting rooms. The project stage reflects operational service delivery, with the expectation that providers will have established operational capabilities. Proposals must include administrative documentation, technical and financial offers, and commitment letters if subcontracting. The submission process entails a single phase that includes evaluation and potential negotiations before the award. Success rates for this procurement are not available, but generally, vary based on competitiveness and proposal quality. Additionally, no co-funding requirements are stipulated, as all costs will be covered by the EBA. The awarded contract will demand high standards for service quality, monitored through specified service level agreements (SLAs) and key performance indicators (KPIs). The deadline for queries is December 2, 2025, with proposals due by December 10, 2025, followed by a public opening of submissions on December 11, 2025. In conclusion, this procurement presents a significant opportunity for established IT service providers to engage in delivering comprehensive support services to the European Banking Authority, with a structured evaluation focusing on both quality and pricing. Interested parties should prepare to meet the detailed requirements and timelines specified in the tender documentation.

This is a call for tenders with procedure identifier EBA/2025/OP/0002, published on 23/10/2025. The TED reference is 204/2025 698860-2025. It is an open procedure, and submissions must be electronic. The European Banking Authority (EBA) is the lead contracting authority.

The EBA requires an IT helpdesk, service desk, or support service to resolve IT issues encountered by EBA staff. The procurement will result in a framework contract with a narrow scope and a specific service delivery model for the helpdesk, including Service Level Agreements (SLAs), Key Performance Indicators (KPIs), incident management, customer satisfaction ratings, and contractor incentives and penalties.

The scope of services includes:

Management of end-user hardware (PCs, laptops, mobile phones, tablets, screens, accessories/peripheral equipment), including inventory.

Use of end-user software (Windows, iOS, MS Office, Azure, various other software products, apps).

Management of domain accounts, network folders, mailboxes, distribution lists.

Use of desktop telecommunications tools and software (phone, email, WebEx, Teams).

Use of audiovisual and connectivity equipment in meeting rooms (screens, microphones, cameras, meeting room connections to MS Teams calls and meetings and to WebEx calls).

VIP support for senior management and directors, available via MS Teams and phone.

The service must be provided by a team both off-site and on-site. On-site helpdesk team members will manage requests related to physical hardware, peripherals, infrastructure, and audio-video equipment in meeting rooms.

The estimated total value of the tender is €1497259. The nature of the contract is for services, with a maximum contract duration of 48 months. The award method is based on the best price-quality ratio. It is a framework agreement without reopening of competition.

Key milestones include:

The following documents are available for download:

EN1. Invitation to tender.docx - signed Invitation letter, published on 23/10/2025, Version 1, No translations available

EN2. Administrative Specifications Tender specifications - adm. part, published on 23/10/2025, Version 1, No translations available

EN2.01 Annex 2 to Admin specs - Declaration on the honour Declaration on honour (tender), published on 23/10/2025, Version 1, No translations available

EN2.02 Annex 3 to Admin specs Tenderer information form Tender specifications - adm. part, published on 23/10/2025, Version 1, No translations available

EN2.03 Annex 4 to Admin specs Agreement Power of attorney Tender specifications - adm. part, published on 23/10/2025, Version 1, No translations available

EN2.04 Annex 5.1 to Admin specs Commitment letter by an identified subcontractor Tender specifications - adm. part, published on 23/10/2025, Version 1, No translations available

EN2.05 Annex 5.2 to Admin specs Commitment letter by an entity Tender specifications - adm. part, published on 23/10/2025, Version 1, No translations available

EN2.06 Annex 6 to Admin specs Technical capacity declaration Tender specifications - adm. part, published on 23/10/2025, Version 1, No translations available

EN2.07 Annex 7 to Admin specs - Technical Offer form Other invitation to tender document, published on 23/10/2025, Version 1, No translations available

EN2.08 Annex 8 to Admin specs - Financial Offer form Financial offer form, published on 23/10/2025, Version 1, No translations available

Submissions must be sent exclusively via electronic submission.

Frequently Asked Questions (FAQ) related to the eSubmission system:

How to proceed if the system is slow or doesn’t work while uploading/downloading documents? Use the latest versions of Google Chrome or Mozilla Firefox. If the issue persists, clear the cache and cookies.

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Is it possible to view the details of the submission after the deadline? No, the content is not accessible after submission due to encryption.

Where can I find my submissions in Manage My Area? Submissions can be found in ‘My Submission(s)’.

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I received an invitation from the F&T Portal but cannot view the procurement documents. Select an organisation in “My Invitations”.

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I have an issue uploading a file in eSubmission and it’s giving me an error. What do I do? Ensure the file follows the technical requirements of the system.

How many attachments can I upload per submission? The maximum is 200 files.

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How many languages does the system support? The system supports all 24 official EU languages.

Which is the character set encoding in the system? The character set encoding is UTF-8.

Does the system use encryption? Yes, the system encrypts all uploaded documents.

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Can I view and edit my draft submission? Yes, until the deadline.

I received an automatic email informing me that the deadline had been reached. Does this mean that my submission was not correctly sent? No, it is an auto-generated notification.

In summary, the European Banking Authority is seeking a contractor to provide comprehensive IT helpdesk and support services to its staff. This tender is an open procedure, meaning any eligible organization can submit a bid. The winning contractor will be responsible for managing end-user hardware and software, handling domain accounts and network resources, supporting telecommunications tools, and providing VIP support. The contract will be a framework agreement, lasting up to 48 months, and the award will be based on the best price-quality ratio. Interested parties must submit their tenders electronically by the specified deadline, adhering to all requirements outlined in the tender documents. A key requirement is having a Personal Identification Code (PIC). The eSubmission system supports various file types and languages, and provides FAQs to assist tenderers with the submission process.

Summary:

This is a call for tenders issued by the European Banking Authority (EBA) for Digital Workplace Services. The EBA requires an IT helpdesk, service desk, or support service to address IT issues encountered by its staff. The procurement will result in a framework contract with a specific service delivery model, including SLAs, KPIs, and incentives/penalties linked to performance. The scope includes managing end-user hardware and software, domain accounts, telecommunications tools, and audiovisual equipment, with both on-site and off-site support. The estimated total value of the contract is €1,497,259, and the maximum contract duration is 48 months. The award method is based on the best price-quality ratio. The deadline for receipt of tenders is December 10, 2025. Submissions must be electronic. Tenderers must provide a technical offer, a financial offer, and various administrative documents, including declarations of honor, tenderer information, and commitment letters from subcontractors if applicable. The eSubmission system supports multiple languages and encrypts uploaded documents.