Helpdesk for users of electronic services and other products of the Publications Office of the European Union

The European Commission, Publications Office is issuing a call for tenders under the reference EC-OP/2025/OP/0026 for the provision of helpdesk services related to its electronic services and other products. This procurement opportunity has an estimated total value of EUR 1,850,000 and will span a maximum duration of 52 months. It is categorized as a framework agreement, meaning it does not require the reopening of competition after the initial award.

The tender submission deadline is set for December 19, 2025, at 15:00 Europe/Luxembourg time, with the public opening of tenders taking place on January 5, 2026, at 15:00 Europe/Luxembourg time. Interested parties must submit their bids electronically, and a Personal Identification Code (PIC) is required for participation, whether as a sole candidate or as a member of a consortium.

The award will be determined based on a best price-quality ratio, with quality accounting for 70% of the evaluation criteria and price accounting for the remaining 30%. The helpdesk services primarily target the Information and Communication Technology (ICT) sector, particularly focusing on customer support operations.

Potential bidders should be aware that the contracting authority will not respond to questions submitted after December 11, 2025. This project is exclusively funded by the EU, and no co-funding is required from the participating contractors. The electronic submission platform supports all official EU languages and has specific requirements regarding document formats and sizes.

This tender is open primarily to service providers within the EU, and while the indication is that smaller enterprises may face challenges, they are still eligible to apply if they meet the necessary criteria and can demonstrate relevant experience. Interested bidders should closely review the tender documents available online and adhere to submission guidelines to ensure compliance.

The European Commission, Publications Office is seeking tenders for the provision of services related to operating the helpdesk for users of electronic services and other products of the Publications Office of the European Union. The procedure identifier is EC-OP/2025/OP/0026. This is an open procedure, and submissions must be electronic. The estimated total value of the tender is 1,850,000 EUR. The TED publication date is 17/11/2025. The main classification (CPV) code is 72253100, which refers to helpdesk services. The nature of the contract is for services, and the maximum contract duration is 52 months. The award method is based on the best price-quality ratio. This is a framework agreement without reopening of competition. The date and time of the public opening is 05/01/2026 at 15:00 Europe/Luxembourg time. The deadline for receipt of tenders is 19/12/2025 at 15:00 Europe/Luxembourg time. The contracting authority is not bound to reply to questions submitted after 11/12/2025 at 07:00 Europe/Luxembourg time.

The following documents are available for download:

EN1 EC-OP2025OP0026 Invitation to tenderInvitation letterPublished on 17/11/2025Version 1 No translations available
EN2.0 AO 12053 Tender specificationsTender specificationsPublished on 17/11/2025Version 1 No translations available
EN3.0 AO 12053 Draft FWCDraft contractPublished on 17/11/2025Version 1 No translations available
EN3.1 Appendix 2 Security requirementsDraft contract annexPublished on 17/11/2025Version 1 No translations available
EN3.2 Appendix 3 Security baselineDraft contract annexPublished on 17/11/2025Version 1 No translations available
EN4.AO 12053 Price scheduleFinancial offer formPublished on 17/11/2025Version 1 No translations available
ENTechnical annex I - Example of queriesOther invitation to tender documentPublished on 17/11/2025Version 1 No translations available
ENTechnical annex II - Statistics 2022-2025Other invitation to tender documentPublished on 17/11/2025Version 1 No translations available
ENTechnical annex III - Example of statistics reportOther invitation to tender documentPublished on 17/11/2025Version 1 No translations available
ENTechnical annex IV - Flowchart repliesOther invitation to tender documentPublished on 17/11/2025Version 1 No translations available

Submissions must be sent exclusively via electronic submission.

Some frequently asked questions (FAQ) regarding the eSubmission system are answered:

To address system slowness or upload/download issues, use the latest versions of Google Chrome or Mozilla Firefox, clear browser cache and cookies.
eSubmission supports the latest versions of Google Chrome or Mozilla Firefox. Refer to System Requirements for technical recommendations.
Submission details are not accessible after the deadline due to system encryption.
Submissions can be found in ‘My Submission(s)’ for open calls or requests.
Attachments should be less than 50 MB in size.
Attachment names must follow System Requirements.
The system supports video submissions; check System Requirements for supported formats.
Invited candidates can view procurement documents after selecting an organization in the F&T Portal.
A Personal Identification Code (PIC) is mandatory for participation as a sole candidate or consortium member. Subcontractors may also need a PIC.
File upload errors require adherence to the system's technical requirements.
The maximum number of attachments per tender is 200 files.
Tenderers need a PIC for identification and participation.
Organizations can register and obtain a PIC via the Search PIC tool.
The system supports all 24 official EU languages.
The character set encoding is UTF-8.
The system uses encryption to ensure data integrity and confidentiality.
Supported file types depend on the submission type and are specified in the system requirements.
Draft submissions can be viewed, edited, and deleted until the deadline.
An "UNKNOWN" legal form display issue in the submission report is not a blocking issue.
An automatic email about the deadline does not mean the submission was incorrect if sent on time.

In summary, this is a call for tenders by the European Commission, Publications Office, for a service contract to operate a helpdesk for users of their electronic services. The tender is open for electronic submissions until December 19, 2025. The contract is a framework agreement with a maximum duration of 52 months and an estimated total value of 1,850,000 EUR. The award will be based on the best price-quality ratio. Interested parties should download the tender documents and follow the electronic submission guidelines. A PIC code is mandatory for participation.

Eligible Applicant Types: The eligible applicant types are not explicitly stated, but based on the nature of a tender for service provision, it is likely open to companies, firms, and potentially other organizations capable of providing helpdesk services. The requirement for a PIC (Personal Identification Code) suggests that registered organizations are the intended applicants.

Funding Type: This is a procurement opportunity, specifically a call for tenders. The financial mechanism is a service contract.

Consortium Requirement: The opportunity is open to both single applicants and consortia. The text mentions that a PIC is mandatory for participation as a sole candidate/tenderer or as a member of a group (consortium).

Beneficiary Scope (Geographic Eligibility): The geographic eligibility is not explicitly stated, but given that it is an EU funding opportunity, it is highly likely to be open to entities within the EU and potentially the EEA, and possibly other countries depending on specific agreements.

Target Sector: The target sector is ICT and services, specifically helpdesk services. The CPV code 72253100 indicates helpdesk services.

Mentioned Countries: Luxembourg is mentioned as the timezone for the date and time of the public opening. The opportunity is an EU initiative, so the EU is implicitly mentioned.

Project Stage: This opportunity targets service providers ready to deliver operational helpdesk services. Therefore, the project stage is commercialization.

Funding Amount: The estimated total value of the tender is 1,850,000 EUR.

Application Type: The application type is an open call for tenders.

Nature of Support: Beneficiaries will receive money in exchange for providing helpdesk services.

Application Stages: The number of stages is not explicitly mentioned, but typically in such tenders, there is an eligibility check, followed by technical and financial evaluation.

Success Rates: The success rates are not mentioned.

Co-funding Requirement: Co-funding is not mentioned, so it is likely not required.

Summary:

This is a call for tenders (EC-OP/2025/OP/0026) by the European Commission, Publications Office, for the provision of services related to operating the helpdesk for users of electronic services and other products of the Publications Office of the European Union. The procedure is an open procedure with electronic submission. The estimated total value is 1,850,000 EUR, and the maximum contract duration is 52 months. The award method is based on the best price-quality ratio, and it is a framework agreement without reopening of competition. The TED publication date was 17/11/2025, and the deadline for receipt of tenders is 19/12/2025 at 15:00 Europe/Luxembourg. The contracting authority is not bound to reply to questions submitted after 11/12/2025 at 07:00 Europe/Luxembourg. Tenderers must submit their tenders electronically. A Personal Identification Code (PIC) is mandatory for participation, whether as a sole candidate or as part of a consortium. The system supports 24 official EU languages and uses UTF-8 character set encoding. The system encrypts all uploaded documents. Attachments must be less than 50 MB, and the maximum number of documents that can be uploaded per tender is 200. The supported file types depend on the type of submission and are specified within the system requirements. The latest versions of Google Chrome or Mozilla Firefox are recommended for eSubmission.