Answers to frequently asked questions can be found on the FAQ page. Do you still need help afterwards? Please feel free to contact us.
BICS helpdesk
T: +31 88 20 22 600 (opening hours: Monday to Friday 9:00 AM - 5:00 PM)- E: helpdesk@bics.nl
The BICS helpdesk provides comprehensive support for various questions related to BICS, such as software installation and any issues during its usage. If necessary, the BICS helpdesk will call you back on board, wherever you are in Europe. When contacting the helpdesk, it's important to provide your correct phone number and availability.
The BICS helpdesk provides telephone support in Dutch and English. For assistance in French or German, it is best to contact us by email.
On-call duty
If you are electronically obligated to report and cannot do so due to an issue with BICS, you can contact our emergency service outside office hours. In that case, you can leave a voicemail, and we will call you back at a later time. The availability of the emergency service for exceptional emergencies is as follows:
Outside office hours: in the morning between 06:00 AM - 09:00 AM and in the evening between 5:00 PM - 11:00 PM. On weekends between 09:00 AM - 5:00 PM.
If your report falls outside of these times, we recommend reporting it to the relevant traffic post via VHF radio. Non-reporting vessels experiencing problems on weekends and outside office hours will only be assisted during office hours.
TeamViewer
To provide you with optimal support, the BICS helpdesk may, if necessary, use TeamViewer software. With this software, the BICS helpdesk can remotely access your PC. However, it goes without saying that you must give your permission in advance. We want to assure you that your privacy and security will be fully protected.
To resolve issues as quickly as possible, we kindly ask you to install the free TeamViewer software on your PC in advance. You can find all the information about TeamViewer here.
Rijkswaterstaat and Bureau Telematica Binnenvaart are not liable for any damage, loss, or expenses resulting from the use of TeamViewer, including but not limited to technical malfunctions, security incidents, or unauthorized access to data.
The Helpdesk Team
Chantal (Team Leader)
Chantal has been working at Stichting Bureau Telematica Binnenvaart (BTB) since July 2022 and is currently the office manager. Originally from Alkmaar, she now lives in Dordrecht and feels completely at home in the inland shipping sector. Her career began in the pastry industry, but she eventually chose a new direction. She started as a helpdesk employee for EuRIS and BICS, systems that support communication and information sharing in inland navigation. Now she combines her broad skills with her passion for helping others. Every day, she ensures everything runs smoothly and is ready to answer any questions.
Flexible Team (Supportive)
The flexible part of the BICS helpdesk provides significant support. They cover the early shifts (06:00 – 09:00) and the evening shifts (17:00 – 23:00). In total, the flexible team consists of two permanent members.
What makes the flexible team special is the diversity of knowledge and experience. One of the team members works as a skipper and therefore knows exactly what happens on the water and how important reliable support is. The other excels in communication, ensuring that users always feel heard and helped.