Provision of outsourced IT Service Desk

The European Medicines Agency (EMA) is currently issuing a public procurement tender for outsourced IT Service Desk services, with an estimated total contract value of €27 million. The tender is classified under CPV code 72000000, which encompasses IT services including consulting, software development, Internet services, and support.

This open tender is aimed at contracting professional service providers to deliver IT support services primarily for EMA staff and stakeholders located in Amsterdam, Netherlands, and across the European Union. The contract duration is set at 48 months, comprising an initial term of 24 months with the possibility of two 12-month renewals.

Key details of the tender include:

- **Application Deadline:** Tenders must be submitted electronically by February 16, 2026, at 18:00 UTC.
- **Public Opening Date:** The bids will be opened on February 17, 2026, at 13:00 in Amsterdam.
- **Award Criteria:** Evaluation will be based on a quality-to-price ratio, specifically prioritizing quality at 70% and price at 30%.
- **Eligible Applicants:** This tender predominantly targets service providers, including large enterprises capable of meeting the technical and financial requirements specified in the tender documents. Although SMEs can apply, the opportunity does not prioritize them, indicating a preference for established vendors with robust IT service delivery experience.
- **Submission Requirements:** Candidates must have a Participant Identification Code (PIC) to submit a tender. The submission process facilitates the upload of up to 200 documents, each not exceeding 50 MB.
- **Nature of Support:** Successful tenderers will receive monetary compensation for their services based on operational deliverables in accordance with defined service level agreements (SLAs), rather than support through traditional grant funding.

The tender documents, including specifications and declarations, are available for download, and detailed submission guidelines are provided through the EU Funding and Tenders portal. The EMA has indicated that it is not bound to respond to inquiries submitted after February 6, 2026.

This procurement process aligns with standard EU practices ensuring transparency, quality evaluation, and compliance with legal and security regulations.

This is a call for tenders, reference number EMA/2025/OP/0006, published on 19/12/2025. The procedure is an open procedure and the submission method is electronic. The call is currently open for submission.

The purpose of this call for tender is to contract an outsourced IT service desk to provide support services to EMA’s staff, contractors, and other stakeholders at its office premises in Amsterdam, the Netherlands, as well as to a wider stakeholder community across various locations, mainly within the European Union.

The estimated total value of the tender is 27,000,000 EUR. The lead contracting authority is the European Medicines Agency (EMA). The main classification (CPV) code is 72000000 - IT services: consulting, software development, Internet and support. The nature of the contract is for services, and the maximum contract duration is 48 months. The award method is based on the best price-quality ratio. The framework agreement is a framework agreement without reopening of competition.

Key milestones include:
TED publication date: 19/12/2025
Date and time of public opening: 17/02/2026 13:00 Europe/Amsterdam
Deadline for receipt of tenders: 16/02/2026 18:00 Europe/Amsterdam
Contracting authority is not bound to reply to questions submitted after: 06/02/2026 07:00 Europe/Amsterdam

The following documents are available for download:
ENInvitation Letter: Invitation letter, published on 19/12/2025, Version 1, No translations available
ENTender Specifications: Tender specifications, published on 19/12/2025, Version 1, No translations available
ENAnnex 01-Tender Submission Declaration: Other invitation to tender document, published on 19/12/2025, Version 1, No translations available
ENAnnex 02 - Costing sheet and Price Scenario: Financial offer form, published on 19/12/2025, Version 1, No translations available
ENAnnex 03 - Declaration of honour: Declaration on honour (tender), published on 19/12/2025, Version 1, No translations available
ENAnnex 04 - Minimum technical requirements declaration: Other invitation to tender document, published on 19/12/2025, Version 1, No translations available
ENAnnex 05 - Draft framework contract: Draft contract, published on 19/12/2025, Version 1, No translations available
ENAnnex 05a - EC Standard Contractual Clauses for Data Protection: Draft contract annex, published on 19/12/2025, Version 1, No translations available
ENAnnex 06 - Draft Service Level Agreement: Draft contract annex, published on 19/12/2025, Version 1, No translations available
ENAnnex 07 - Award criteria questionnaire: Other invitation to tender document, published on 19/12/2025, Version 1, No translations available

Submissions must be sent exclusively at the address for submission given. The submission method is electronic.

FAQ's:
How to proceed if the system is slow or doesn’t work while uploading/downloading documents? Please make sure you use the latest versions of Google Chrome or Mozilla Firefox. If the issue persists, try the following steps: 1. Clear the cache and cookies on the Internet brows...Published on 13/02/2025 21:52
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Where can I find my submissions in Manage My Area, in the Funding & Tenders portal? Depending on the type or step of procedure, you can find the submissions in one of these sections: ·In ‘My Submission(s)’: tenders in response to open calls for tenders, requests to ...Published on 17/10/2024 21:40
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In summary, this tender is an invitation for companies to bid on a contract to provide outsourced IT service desk support to the European Medicines Agency (EMA) and its stakeholders. The EMA is seeking a provider to manage IT support services at its Amsterdam office and for a wider community across the EU. The tender is an open procedure, meaning any interested company can apply, and the selection will be based on the best price-quality ratio. The estimated value of the contract is 27 million EUR, and the maximum duration is 48 months. Companies interested in bidding must submit their tenders electronically by February 16, 2026. The tender documents, including the invitation letter, tender specifications, and various annexes, are available for download. A key requirement for participation is having a Participant Identification Code (PIC).

Eligible Applicant Types: The eligible applicant types are not explicitly stated, but based on the nature of the tender, it is likely open to companies or organizations capable of providing outsourced IT service desk services. This could include SMEs, large enterprises, or other service providers with relevant experience and technical capabilities.

Funding Type: This is a procurement opportunity, specifically a call for tenders. The European Medicines Agency (EMA) is seeking to contract an external provider for IT service desk services.

Consortium Requirement: The opportunity does not explicitly state whether a single applicant or a consortium is required. It is an open procedure, suggesting that both single applicants and consortia are potentially eligible, provided they meet the technical and financial requirements.

Beneficiary Scope (Geographic Eligibility): The service is primarily for EMA's staff, contractors, and stakeholders at its Amsterdam office and a wider stakeholder community mainly within the European Union. This suggests that applicants from the EU are eligible, and potentially those from countries closely associated with the EU, provided they can deliver services within the EU.

Target Sector: The target sector is ICT (Information and Communication Technology), specifically IT services, consulting, software development, Internet and support. The call focuses on outsourcing IT service desk functions.

Mentioned Countries: The opportunity explicitly mentions the Netherlands (Amsterdam) as the location of EMA's office premises. It also refers to the European Union as the primary geographic scope for the wider stakeholder community.

Project Stage: The project is at the service implementation stage. The EMA seeks a provider to deliver ongoing IT service desk support.

Funding Amount: The estimated total value of the contract is 27,000,000 EUR.

Application Type: This is an open call for tenders, with electronic submission required.

Nature of Support: Beneficiaries will receive a service contract, meaning they will be paid for the provision of IT service desk services as outlined in the tender specifications and the resulting framework contract. This is a monetary exchange for services rendered.

Application Stages: The number of application stages is not explicitly detailed, but it would typically involve at least two stages: submission of the tender and evaluation of the tender. Further stages might include contract negotiation and award.

Success Rates: The success rates are not mentioned in the provided text.

Co-funding Requirement: There is no mention of a co-funding requirement.

Summary:

This is a call for tenders issued by the European Medicines Agency (EMA) to contract an outsourced IT service desk. The selected provider will be responsible for delivering IT support services to EMA staff, contractors, and stakeholders, primarily located in Amsterdam, Netherlands, and across the European Union. The contract is valued at an estimated 27 million EUR and will be awarded based on the best price-quality ratio. The contract duration is 48 months. The procedure is an open procedure, and submissions must be made electronically. The deadline for receipt of tenders is February 16, 2026. The tender documents include an invitation letter, tender specifications, a tender submission declaration, a costing sheet and price scenario, a declaration of honour, a minimum technical requirements declaration, a draft framework contract, EC standard contractual clauses for data protection, a draft service level agreement, and an award criteria questionnaire. The TED reference for this tender is 245/2025 849872-2025, and the procedure identifier is EMA/2025/OP/0006. The lead contracting authority is the European Medicines Agency, MED. The main classification according to CPV is 72000000 IT services: consulting, software development, Internet and support. The date and time of the public opening is February 17, 2026. The contracting authority is not bound to reply to questions submitted after February 6, 2026. The eSubmission system supports multiple languages and uses encryption to ensure the integrity and confidentiality of information. Tenderers need a Participant Identification Code (PIC) to submit a tender. The maximum number of documents that can be uploaded per tender is 200 files, and attachments should be less than 50 MB in size.