The subject of this award procedure are services in the citizen service of the Federal Ministry of Health (BMG) - client. When executing the order, the contractor acts as the client's trustee. Among other things, it has to receive, process and answer incoming telephone and electronic citizen enquiries. The primary objective here is to provide citizens with high-quality and professional information on topics falling within the client's area of responsibility. In doing so, the contractor performs sovereign tasks assigned to the BMG and its divisional authorities. Therefore, in the provision of services, the contractor may not represent any self-interest and/or third-party interests that are contrary to the interests of the client, be exposed to conflicts of loyalty or interest and may not accept or observe instructions from third parties without the prior consent of the client.

For many years, the Federal Ministry of Health (BMG) - client - has had some of the incoming telephone and electronic citizen enquiries received, processed and answered by an external service provider. In doing so, the service provider performs all the necessary functions of a qualified 1st level (frontend) and thus implements certain tasks assigned by the BMG and its business unit authorities. In addition, the service provider also takes on the function of the 2nd level in the 115 network. The primary goal of the citizens' hotline is to provide professional (fast, understandable, polite) and high-quality (competent, correct content) answers to citizens' enquiries. Citizens should receive competent information both professionally and communicatively. This is done with consistently high quality via various - including barrier-free - communication channels. The explicit knowledge required to answer the inquiries is provided by the service provider. Although the BMG provides text modules, links, bibliographical references, etc., it places the implicit knowledge and thus the content performance of the respondent under the responsibility of the service provider.

Information that is not publicly available is provided by the BMG, unless there are reasons not to do so. The following citizen telephones are currently offered by the BMG and are to be operated by the service provider in the future:

1. Citizens' hotline for health insurance: Under the telephone number 030 / 340 60 66 - 01, the legal basis and its background are conveyed, legal claims are explained in general and suggestions from citizens are received.

2. Citizens' hotline for long-term care insurance: Under the telephone number 030 / 340 60 66 - 02, the legal basis and its background are conveyed, legal claims are generally explained and suggestions from citizens are received.

3. Citizens' hotline for health prevention: Information on prevention measures is provided by calling 030 / 340 60 66 - 03. Legal claims are also explained under this telephone number.

4. Counselling service for the deaf and hearing-impaired: All of the BMG's main areas of demand can currently be queried and answered via video telephony with additional chat options and e-mail (info.gehoerlos@bmg.bund.de). New supplementary communication technologies can be used in consultation with the client for the performance of this service.