Support services for the implementation of CoroSHAusglG BW

Support services for the implementation of CoroSHAusglG BW: Processing of claims under CoroSHAusglG BW or other funding programs, with up to 110 full-time equivalents (FTE) including management. The allocation includes approximately 65% case processing, approximately 10% telephone operators/call center agents, approximately 5% management, and approximately 20% forensic specialists for fraud prevention. Qualifications for case processing and management (case processing): completed education as administrative assistant, administrative specialist, or office management clerk (focus on administration); for management (case processing) additionally at least three years of professional experience and leadership experience. For call center activities: at least one year of professional experience as a call center agent. For forensic specialists and management (forensics): completed legal education with at least a first state examination or a Bachelor of Laws (business lawyer); for management (forensics) additionally at least three years of professional experience and leadership experience. Services are to be provided remotely in external premises of the contractor, who also provides the technical infrastructure and office equipment. Measures for approval processes (four-eyes principle), quality assurance, reporting, training, and know-how transfer must be ensured. A clean criminal record certificate for the personnel is required. The framework agreement value is up to 15,000,000.00 EUR gross during the basic term and can increase by a maximum of 3,333,330.00 EUR gross annually upon extension, up to a total maximum of 25,000,000.00 EUR gross. The contract will be concluded with one company or a consortium.

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