Contracting of teleoperator services to assist insured individuals through the Essalud en Línea platform of the Tacna assistance network

The Peruvian Social Health Insurance (EsSalud) is seeking to contract teleoperator services to manage inquiries and provide assistance to insured individuals via the "EsSalud en Línea" platform. This initiative is specifically for the Tacna Assistance Network, aiming to enhance the accessibility and efficiency of healthcare services for its beneficiaries. The contracting entity is the Seguro Social de Salud (EsSalud), a prominent public institution responsible for social health insurance in Peru. The tender process is designated as CP SER-SM-5-2025-ESSALUDREDTACNA-1, utilizing the Public Service Competition method for procurement. While the description focuses on the service itself, it implies a need for skilled teleoperators capable of handling a high volume of calls and digital communications, providing information, resolving issues, and guiding insured individuals through EsSalud's services and procedures. The location of the contracting entity is Lima, but the service is targeted at the Tacna region. This contract represents an effort by EsSalud to leverage technology and dedicated personnel to improve patient experience and streamline administrative processes within its healthcare network, ensuring that insured individuals receive timely and effective support through a centralized online platform. The successful bidder will be expected to provide trained personnel and potentially the necessary infrastructure to support these teleoperator functions, contributing to the overall operational efficiency of the Tacna Assistance Network.

This is a services contract in the governance and public administration sector. Located in Peru, Latin America, this opportunity is open to firms and consortiums, with an estimated budget of PEN 640,719.

Published through Peru SEACE, a national government procurement portal. Public procurement tenders follow the country's national bidding regulations and may have specific eligibility and documentation requirements for services in the governance and public administration sector. Service contracts are typically evaluated on both technical quality and price, and may require bidders to demonstrate relevant experience and qualified personnel. This contract has already been awarded. The information is published for transparency and market intelligence purposes.