DATAGROUP has been awarded the contract for Dataport AoR’s User Help Desk following a public bidding process, the company announced today. Dataport is one of the leading IT service providers for public administration in Germany, supporting several federal states and numerous municipalities in digitizing their administrative services. The contract has a term of five years and a contract value in the double-digit millions.
Going forward, DATAGROUP will manage the User Help Desk as part of Dataport AoR’s first-level support. The agreed-upon scope includes up to 30,000 calls and up to 25,000 tickets per month, laying the foundation for a long-term, high-performance service partnership. The services support users in government agencies, administrative bodies, and public institutions, helping ensure the reliable operation of digital workstations and processes.
The requirements for future operations are high. The procurement process focused on the ability to scale flexibly, reliably handle high volumes of inquiries, and maintain a consistently high level of service quality.
DATAGROUP impressed the procurement committee with a structured, practical, and robust solution concept, as well as an economically attractive bid. Key factors in the decision were a robust operational concept, the ability to reliably handle high volumes of requests, and proven experience in comparable projects. This is complemented by DATAGROUP’s long-standing expertise in the public sector and the operation of complex service organizations.
“The digitization of public administration requires high-performance IT structures and reliable background services. Going forward, Dataport and we will be united by the shared mission of reliably supporting digital workplaces and administrative processes for numerous users. The fact that we were able to prevail in this demanding procurement process confirms our expertise in the public sector and our experience in operating highly scalable service organizations,” says Andreas Baresel, CEO of DATAGROUP.
“For us, it was crucial to find a partner who could not only handle high service volumes but also ensure both service quality and support for our ongoing technological development. DATAGROUP impressed us with its experience in the public sector, its operational concept, and its clear focus on sustainable service quality,” says Andreas Reichel, Chief Technology Officer at Dataport.
With Dataport, DATAGROUP gains a significant new client in the public sector. The collaboration underscores the company’s expertise in high-volume service desk services for public sector clients. For more information, visit DATAGROUP’s website.
