Dialogmanagement und Kundenservice

✓Award criteria and weighting in the participation stage are described via an evaluation matrix (Annex 3) for the “Eignungskriterien”.

✓Reference projects are evaluated with differentiated point ranges depending on comparability, volume, and complexity (for some reference criteria up to 3 points, for others up to 4 points; the text includes two differing scales, see contradictions below).

✓The evaluation of suitability may initially rely on an electronic “Einheitliche Europäische Eigenerklärung (EEE)”, but the contracting authority can request full supporting documents at any time.

✓Risks and special conditions include numerous legal and contractual requirements.

✓There is a clear rügepflicht (duty to complain) with tight deadlines (e.g. recognizable defects must be complained about by the participation deadline; 10 days after recognizing a violation; 15 days after a rejection of a complaint), with reference to GWB § 160 ff.

❓Penalties in the strict sense and guarantees are not detailed in the extracted text, but the liability insurance requirements and extensive information security duties (including compliance with DSGVO, NIS2, AI Act, Data Act, BSIG, SGB provisions, B3S GKV/PV, and AOK’s security concept) reflect significant risk-transfer and compliance obligations.

❓A site visit is not mentioned in the provided lines.

✓The input also reveals contradictions and corrections within the documents and clarifies which statements apply.

✓Such as: the timetable overview (section 5.1) shows original dates struck through and new dates added (e.g. participation deadline moved from 12.11.2026, 10:00 to 02.12.2026, 12:00; bid question deadlines and negotiation weeks updated from KW 04/2027 to KW 09/2027).

✓The updated dates in the later version (Version 3, Stand 10/2026) are those that apply.

✓There is also a discrepancy in the scoring system for reference criteria between different parts of the evaluation matrix: in one place, maximum scores of 3 points per sub-criterion for reference project 3 (sector-related) are described, and elsewhere maximum scores of 4 points are given for similar criteria (3.1.x).

✓Likewise, the text clarifies that the security concept annex (Annex 11) is a “Muster – muss nicht eingereicht werden”, i.e. a sample not to be submitted, despite being listed as an annex.

✓Overall, where older dates or point scales appear alongside corrected versions, the most recent Version 3 text and its annexes (dated 10/2026) constitute the applicable statements.

Answers on the required criteria

Must securities be provided (bid bond, performance or warranty guarantee)? If so: which, in what amount and by when?

❓As to securities: in the provided text there is no requirement for a bid bond, performance bond or warranty guarantee in the classical sense.

✓No separate timing for a bond is mentioned, only that insurance proof be submitted with the participation application or promptly after award, depending on the declaration option chosen.

Is subcontracting allowed? If so: with which limits and which disclosure duties?

✓Regarding subcontracting: subcontracting is explicitly allowed.

✓Bidders must, such as via Anlage 5 “Unterauftragnehmerverzeichnis”, indicate which parts of the contract they intend to pass to subcontractors and, where feasible, name those subcontractors.

✓The subcontractor must sign a “Verpflichtungserklärung Unterauftragnehmer” (Anlage 5.1) confirming that it will provide the necessary resources for the defined partial services during the whole contract term.

✓There are limits: such as “Kernleistungen” named in section 1.2 of the Bewerbungsbedingungen may neither be outsourced to subcontractors nor covered via “Eignungsleihe”; the main contractor (or the relevant JV member) must perform these core services itself.

✓The contracting authority checks exclusion grounds for subcontractors before award and can demand their replacement if mandatory exclusion grounds exist.

✓The bidder remains fully responsible (“Generalunternehmerschaft”) and must ensure and monitor that subcontractors comply with all contractual, data‑protection and security obligations, including audit rights along the supply chain.

Is there a site visit, and is attendance mandatory? If so: when?

❓The text does not mention any site visit or inspection for bidders, nor any mandatory attendance date; instead, the process is fully electronic via the DTVP e‑procurement platform.

In which language must the tender and the supporting documents be submitted, and are documents in other languages accepted?

✓On language and site visits: the participation application (“Teilnahmeantrag”) and offer must be drafted in German (“Der Teilnahmeantrag ist in deutscher Sprache abzufassen”).

✓For foreign bidders, section 1.12 clarifies that the offer must be in German and German legal provisions apply; foreign insurance or professional-register proofs may be used, but must come from the relevant bodies of the bidder’s home country.

✓Supporting documents like company descriptions or reference presentations may be prepared as Word or PowerPoint but must be submitted in PDF; the content is expected in German, the documents themselves are not stated to be accepted in other languages.

How long is the bidder bound by the tender (validity period), and is there a deadline for bidder questions? If so: until when?

✓On validity of tenders and deadlines for questions: the overview of dates in section 5.1 of the Bewerbungsbedingungen shows the planned schedule.

✓Bidders’ questions for the participation phase can be submitted via DTVP only up to 25.11.2026; the contracting authority will answer “rechtzeitig gestellte Fragen” no later than seven days before the participation deadline.

✓For the offer phase, bidder questions may be submitted until 29.01.2027.

✓The (non‑binding) end of the bid‑binding period (“Bindefrist”) is specified as 31.05.2027 (see Seite 31); this is the period during which bidders are bound by their offers.

✓All deadlines are given as indicative (“nicht verbindlich und dienen nur als Richtwert”), but they structure the procedure for submitting questions, applications, initial offers and final offers.

Further details

✓The input text consists of the “Bewerbungsbedingungen” (conditions of participation), the performance specification and several annexes for the procurement procedure “Dialogmanagement und Kundenservice” of AOK Baden‑Württemberg.

✓It is clearly set in the legal and procedural framework of German public procurement law (GWB, VgV, BSIG, DSGVO etc.), with additional references to EU rules (e.g. EEE, NIS2, CRA).

✓The perspective is that of a German contracting authority (gesetzliche Krankenkasse), addressing both German and foreign bidders but requiring compliance with German law and German-language documentation.

✓Instead, the tender requires evidence of a professional/business liability insurance (“Berufs-/Betriebshaftpflichtversicherung”) with minimum coverage sums: for example, such as 1,000,000 EUR for personal injury, 800,000 EUR for property damage and 1,000,000 EUR for financial damage/data protection risks (see Anlage 8 and section 2.2 of the Bewerbungsbedingungen).

✓This insurance must exist and be maintained throughout the contract term; if the current policy does not yet reach the minima, the bidder must commit to adjust coverage immediately after award and provide proof without delay.