The Federal Ministry for Economic Affairs and Energy has awarded a contract to support dialogue with citizens. The aim is to provide professional and high-quality, subject-specific advice to citizens on behalf of the BMWi through various telephone hotlines. The contractor accepts all national “inbound calls” of the hotlines as a rule and calls with the uniform authority number 115. These should be answered in German in terms of content, factual and problem-related. In addition to telecommunication services, the service provider also provides the client with personnel support for trade fair appearances and other hotline-related events.

The Federal Ministry for Economic Affairs and Energy has awarded a contract to support dialogue with the citizens.The primary objective is to provide professional and high-quality specialist advice to citizens on behalf of the BMWi, in particular through various telephone hotlines. This is done flexibly, with a high service level and consistently high quality via various communication channels. The contractor accepts all national “inbound calls” (incoming calls) of the hotlines and calls of the unified authority number 115 (2nd level). These should be answered in German in terms of content, factual and problem-related. If necessary, it responds to citizens' inquiries by conducting outbound calls (outbound calls) or in writing and offers users computer-aided, guided assistance navigating the BMWi website with reference to hotline topics It also informs callers about print products and other offers from the client and assumes the forwarding of all publication orders to the central brochure point, which are accepted as part of hotline operation. The contractor also accepts, processes, or forwards hotline inquiries for the client via web form, fax, SMS, e-mail and, if necessary, social media. The provision of further communication services/channels is expected, particularly in the wake of advancing technical developments. In addition to telecommunication services, the service provider also provides the client with personnel support for trade fair appearances and other hotline-related events, and in English if required.