ClosedServicesEuropeanOpen

1-D-12274-22: Customer guidance system

Gemeente Rotterdam · Open · 1 lots · 262757

0 of 6 core insights found

Measures presence, not accuracy · documents remain authoritative

ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline

Type

Services

51611100

Estimated value

€ 2,50M

estimated

To deadline

Ongoing

Knock-outs

n/a

exclusion grounds

Award basis

Best price-quality ratio

Assess manuallyconfidence low

The Municipality of Rotterdam is seeking a customer guidance system (KGS) for the period 2023-2029. The system must streamline digital interaction with citizens, businesses, and partners, provide insight into the customer journey, and improve service delivery. The procurement is an open procedure for services. The contracting authority expects an integrated solution that connects seamlessly to existing municipal IT infrastructure, complies with GDPR requirements, is scalable, and is user-friendly for both employees and end users. Additionally, the system must offer capabilities for data analysis, reporting, and process automation. Support, training, and maintenance are essential. The selection focuses on suppliers with proven experience in public sector implementations and a solid list of references.

Services · Open · European procedure

European

Contracting authority

Gemeente Rotterdam

Contract type

Services

Open

Estimated value

€2,500,000

estimated value

Submission deadline

Ongoing

12:00

Scope

European

European procedure

Lots

1 lots

Main CPV code

51611100

Location

Rotterdam

CharacteristicsCPV 51ServicesEU tendercustomer guidance systemCRM

01What is being requested

The Municipality of Rotterdam is seeking a customer guidance system (KGS) for the period 2023-2029. The system must streamline digital interaction with citizens, businesses, and partners, provide insight into the customer journey, and improve service delivery. The procurement is an open procedure for services. The contracting authority expects an integrated solution that connects seamlessly to existing municipal IT infrastructure, complies with GDPR requirements, is scalable, and is user-friendly for both employees and end users. Additionally, the system must offer capabilities for data analysis, reporting, and process automation. Support, training, and maintenance are essential. The selection focuses on suppliers with proven experience in public sector implementations and a solid list of references.

Customer guidance system for 2023-2029

51611100€ 2,50MServices

1Lot 1€2,500,000

02Exclusion grounds

Exclusion grounds — consult the ESPD

No specific exclusion grounds were extracted. In a European tender, the mandatory and discretionary grounds of art. 2.86/2.87 of the Dutch Procurement Act almost always apply — check the European Single Procurement Document (ESPD).

03Value in context

€2,500,000

04Likely competitors

#Likely bidderFitWins

1RotterdamSmart CJM BVSME671×

2PQR B.V.SME571×

3Verdonck, Klooster & Associates B.V. potentialSME400×

4Connection Systems B.V. potentialSME400×

5Joint Cash & Card Software bv potentialSME400×

6Deloitte Consulting BV potentialSME400×

05Tender documents

TN363255 - SF02 Aankondiging van een opdracht 20220529150943pdfMay 29, 2022 · 28 KB

06Legal themes that may be relevant here

Advies 53> Europese openbare procedure voor een overheidsopdracht tot het verrichten van diensten bestaande uit (dagelijks en periodiek) sc Advies 442> Europese openbare procedure voor een overheidsopdracht voor werken voor het ontwerpen en uitvoeren van integraal groot onderhoudComplaint upheld Advies 514> De klacht ziet op een Europese openbare aanbesteding van een overheidsopdracht voor diensten voor de terbeschikkingstelling van Advies 475> Beklaagde, een samenwerkingsverband van gemeenten [A], [B], [C] en [D], heeft op 29 maart 2018 een Europese openbare aanbestedin Advies 63> Meervoudig onderhandse aanbesteding voor het reinigen van wegen, straten en pleinen. Kan bij gunning op laagste prijs de indieni

07Frequently asked questions

What is the objective of the assignment for the customer guidance system?

The system is intended for the period 2023-2029 to streamline digital interaction with citizens, businesses, and partners, provide insight into the customer journey, and improve service delivery.

What technical and functional requirements must the solution meet?

The solution must be an integrated, scalable, and user-friendly solution that connects seamlessly to the existing IT infrastructure, complies with GDPR requirements, and offers capabilities for data analysis, reporting, and automation.

What support is expected from the supplier?

Support, training, and maintenance are essential components of the assignment for the customer guidance system.

What experience is taken into account during selection?

The selection focuses on suppliers with proven experience in implementations within the public sector and a solid list of references.

Automatically compiled from the official tender data and documents.

08Estimated value versus the market

p25
€ 295K

median
€ 672K

p75
€ 1,5 mln

€ 2,5 mln

Gegunde waarden in CPV 51 · diensten n=96