A large part of the digital mechanism used for Electronic Public Procurement is new. Therefore, the Basque Government must provide important support and assistance to the more than 3,200 companies that are currently registered with the Official Register of Contractors.

To this end a User Support Centre has been created for the Electronic Public Procurement System, which provides support and assistance for anyone who wishes to tender electronically with the Basque Administration.

Characteristics of the User Support Centre

The Electronic Public Procurement System User Support Centre has been created with the following objectives:

• Provide a central point of contact with the people who have adopted Electronic Procurement at each company.
• Provides support for use of applications and resolution of possible incidents.
• Guarantees the quality of the conduct of proceedings to suppliers of the different Basque Government Departments.

Zuzenean, the Basque Government's Citizen Support Service, is the point of entry for queries over the phone and through email.

• Telephone 012, for calls made from the Autonomous Basque Community.
• Telephone 945 018 000, for calls made from the rest of the State. 
• The web address is: www.euskadi.net
• The email address is: laguntzakpe@ej-gv.es
  

Zuzenean also provides presential assistance at any of the following user support offices:

Bilbao
Gran Vía, 85
48011 Bilbao (Bizkaia)
 
San Sebastián
Andía, 13
20003 Donostia-San Sebastián (Gipuzkoa)
 
Vitoria-Gasteiz 
Samaniego, 2
01008 Vitoria-Gasteiz (Álava)

Telephone support times:
Monday to Friday from 8am to 7pm.
Saturdays from 9am to 2pm.

Presential support times:
Monday to Thursday from 9am to 1pm and 3pm to 4.30pm.
Fridays from 9am to 2pm.
Summer hours (from 05/06/2006 to 29/09/2006). From Monday to Friday from 9am to 2pm.

What does the Electronic Public Procurement System User Support Centre provide?

The User Support Centre provides information and support for:

• Means of accessing information and documents about the Electronic Public Procurement System.
• Access to training for bidding companies.
• Legal and practical constraints which govern Electronic Tendering.
• Electronic Public Procurement System registration procedure.
• Electronic Tendering application access and resolution of possible usage issues.
• Resolution of possible usage issues related to certification and electronic signatures.
• Electronic bid characteristics, bid preparation, best practice and resolution of possible difficulties with bid digitalisation.
• Procedure in cases of Electronic Tendering and Notice Service interruption.
• Guarantee of quality in the context of Electronic Procurement.
• Processing suggestions for continuous improvement.
• Etc.

Also, the User Support Centre can provide direct support over the Internet, and can access your PC over a remote connection in order to assist you in using the IT applications.