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CKTO - Continuous Customer Satisfaction Survey (re-tender)

Sociale Verzekeringsbank · Open · 1 lots · 371045
Type
Services
79342311
Estimated value
€ 400K
estimated
To deadline
Ongoing
Knock-outs
0
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence moderate

This document describes the strict requirements for information security and privacy expected of the contractor during the execution of the customer satisfaction survey for the SVB.

Services · Open · European procedure

European
Contracting authority
Sociale Verzekeringsbank
Contract type
Services
Open
Estimated value
€400,000
estimated value
Submission deadline
Ongoing
10:00
Scope
European
European procedure
Lots
1
1 lots
Main CPV code
79342311
Location
Netherlands
CharacteristicsCPV 79ServicesEU tender

01What is being requested

The assignment concerns the delivery of a continuous customer satisfaction survey where the contractor is responsible for ensuring information security and privacy in accordance with the stated requirements.

This concerns the re-tender of the procurement with TenderNed reference 510422. The SVB is obliged to use the Rijksovereenkomst for SMS messages (IWR2021 SMS-Gateway), as a result of which SMS messages no longer fall within the scope. The contractor must organize the transmission via CM.com. The SVB aims with this tender to conclude a framework agreement with one contractor for the execution of the Continuous Customer Satisfaction Survey among citizens who have sought contact with the SVB.

79342311€ 400KServices
1No use of lot division€400,000

02Strategic insight

“
Strategic insight · AI analysis
Ensure strict safeguarding of Secure-by-design and privacy principles throughout the entire service provision. Ensure that the audit statement is up-to-date annually to meet the control requirements. Coordinate the deployment of sub-processors closely with the SVB in advance.
Read automatically from the tender documents using AI. Always verify against the original documents.

03Points of attention

Important · 5
Data processing must take place exclusively within the European Economic Area.Important
Data breaches must be reported immediately and no later than within 24 hours.Important
The use of sub-processors is not permitted without prior written consent from the SVB.Important
The contractor is at all times the main contractor and responsible for ensuring requirements, including with subcontractors.Important
The SVB has the right to have independent penetration tests carried out.Important

04Can I take part?

Technical · 3
All employees must be demonstrably familiar with responsibilities regarding information security and privacy.Technical
All employees must have a Certificate of Conduct (VOG), or an equivalent document, that is valid during the execution.Technical
The contractor must provide at least an annual recent formal audit statement (such as ISO27001:2017 or equivalent).Technical

05Exclusion 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).

06Value in context

€400,000

07Likely competitors

#Likely bidderFitWins
1BDO Audit & Assurance B.V.SME9557×
2I&O Research B.V.SME9327×
3Antea Nederland BVSME9035×
4Trigion Beveiliging B.V.SME8937×
5Deloitte Consulting BVSME8934×
6Arcadis Nederland B.V.SME8932×

08Tender documents

TN516325 - EF29 Aankondiging gegunde opdracht - algemene richtlijn, standaardregeling 20251216114308pdfDec 17, 2025 · 11 KB
Nota van Inlichtingen 1 Europese aanbesteding Continu KlanttevredenheidsonderzoekpdfApr 7, 2025 · 690 KB
Bijlage I Concept WachtkamerovereenkomstpdfMar 16, 2025 · 175 KB
Bijlage F Concept RaamovereenkomstpdfMar 16, 2025 · 233 KB
Bijlage A Programma van eisenpdfMar 16, 2025 · 198 KB
TN516325 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20250314131003pdfMar 16, 2025 · 11 KB
Bijlage J Algemene Inkoopvoorwaarden voor niet-ICT gerelateerde prestaties versie 10 juni 2024pdfMar 16, 2025 · 345 KB
Bijlage G Concept VerwerkersovereenkomstpdfMar 16, 2025 · 286 KB
Bijlage H Service Level Agreement (SLA) - versie 0.9pdfMar 16, 2025 · 238 KB
Beschrijvend document CKTOpdfMar 16, 2025 · 660 KB
Bijlage K Handleiding social returnpdfMar 16, 2025 · 325 KB
Bijlage E Programma van eisen Informatiebeveiliging en PrivacypdfMar 16, 2025 · 313 KB

09Legal themes that may be relevant here

10Frequently asked questions

What is the purpose of the CKTO assignment?
The Continuous Customer Satisfaction Survey (CKTO) aims to monitor and, where necessary, improve service provision via direct customer contact, such as telephone and WhatsApp.
How must the transmission of SMS messages be organized?
The SVB is obliged to use the Rijksovereenkomst for SMS messages (IWR2021 SMS-Gateway). The contractor must organize the transmission via CM.com, as a result of which SMS messages no longer fall within the scope of this assignment.
What is the intended contract form for this assignment?
The SVB aims with this tender to conclude a framework agreement with one contractor for the execution of the Continuous Customer Satisfaction Survey among citizens who have sought contact with the SVB.
Which reference number is linked to this file?
The reference number of the file at the contracting authority is EA2024013.

Automatically compiled from the official tender data and documents.

11Estimated value versus the market

p25
€ 200K
median
€ 640K
p75
€ 3,0 mln
€ 400K

Gegunde waarden in CPV 79 · diensten n=4949