OpenSuppliesEuropeanOpen
Cloud Contact Center solution
Gemeente Apeldoorn, team Inkoop · Open · 1 lots · 408676
6
6 of 6 core insights found
Measures presence, not accuracy · documents remain authoritative
ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline
Type
Supplies
48510000 · Communication software
Estimated value
€ 1,91M
estimated
To deadline
-78d
Mar 30, 2026 · 10:00
Knock-outs
0
exclusion grounds
Award basis
Best price-quality ratio
2 criteria
Assess manuallyconfidence high
The Municipality of Apeldoorn is looking for a supplier for a new Cloud Contact Center solution for a period of three years. The assignment includes the delivery of software, hardware, implementation, and support.
Supplies · Open · European procedure
European
CharacteristicsCPV 48SuppliesEU tenderSaaSSoftwareCall center
01What is being requested
Delivery of a Cloud-based Omni-channel Contact Center solution including necessary resources, knowledge, VOIP devices, and a PSTN infrastructure. The contract has an initial term of three years with extension options.
The Municipality of Apeldoorn is renewing its accessibility and developing a modern, future-oriented Contact Center that smoothly and efficiently supports residents and employees. Through this tender, a flexible, accessible, scalable, and omni-channel Contact Center solution will be realized that aligns with digital and customer-oriented service provision. The intended Cloud Contact Center solution forms a solid basis for further growth and can be expanded to other service points within the organization. The municipality aims to reach an agreement with one (1) contractor for a Contact Center s
1Cloud Contact Center solution€1,905,000
02Strategic insight
Strategic insight · AI analysis
Ensure a strong substantiation of the technical compatibility with the existing digital workplace. Pay extra attention to inclusivity for employees with visual impairments. Ensure that the implementation plan comprehensively describes the integration of both telephony and email.
03Points of attention
Important · 4
The solution must be able to function independently in the event of a Microsoft domain failure.Important
The bidder must submit an implementation and migration plan.Important
A training plan must be provided for user adoption.Important
The revision clause allows changes up to a maximum of 50% of the original value.Important
04Can I take part?
Financial · 1
General liability and professional liability insurance.Financial
Technical · 3
Information security.Technical
Environmental management measures.Technical
Core competencies.Technical
Professional capability · 1
Registration in the commercial register and/or professional register.Professional capability
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).
06Award criteria
Sub-award criterion qualityweight n/a
Assessment of the quality of the submitted solution.
Sub-award criterion priceweight n/a
Assessment of the price of the submitted solution.
07Value in context
€1,905,000
08Likely competitors
#Likely bidderFitWins
1Centric Netherlands B.V.SME9864×
2Afas Software B.V.SME9898×
3COMPAREX Nederland B.V.SME9850×
4PinkRoccade Local Government B.V.SME9762×
5Visma Raet B.V.SME9736×
6KPN B.V.SME9719×
09Tender documents
uea_564729_20260116160455pdfJan 18, 2026 · 339 KB
Beschrijvend document Apeldoorn EU openbaar Cloud Contact Center softwarepdfJan 18, 2026 · 1135 KB
Bijlage 2 GunningscriteriapdfJan 18, 2026 · 237 KB
Bijlage 1 Programma van EisenxlsxJan 18, 2026 · 158 KB
TN564729 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20260116162231pdfJan 18, 2026 · 144 KB
Bijlage 4 PrijzenbladxlsxJan 18, 2026 · 39 KB
Bijlage 6 - Concept verwerkersovereenkomstpdfJan 18, 2026 · 676 KB
Bijlage 9 SROI bijlage ESR versie 2024 incl. bouwblokkenmodelpdfJan 18, 2026 · 432 KB
Bijlage 10 Concept wachtkamerovereenkomstpdfJan 18, 2026 · 307 KB
Bijlage 11 ConcernverklaringdocxJan 18, 2026 · 30 KB
Bijlage 5 Concept overeenkomstpdfJan 18, 2026 · 463 KB
Bijlage 3 Referentieformulier kerncompetentiedocxJan 18, 2026 · 35 KB
10Legal themes that may be relevant here
Advies 53> Europese openbare procedure voor een overheidsopdracht tot het verrichten van diensten bestaande uit (dagelijks en periodiek) scAdvies 475> Beklaagde, een samenwerkingsverband van gemeenten [A], [B], [C] en [D], heeft op 29 maart 2018 een Europese openbare aanbestedinAdvies 243> Meervoudig onderhandse procedure. Dat de aanbestedende dienst met een SaaS (Software as a Service) oplossing besparingen zou kunAdvies 59> Meervoudig onderhandse aanbestedingsprocedure met betrekking tot een opdracht voor de levering van postdiensten en bezorging. InAdvies 476> Beklaagde, een gemeente in oprichting waarin twee gemeenten, [A] en [B], fuseren, heeft op 2 mei 2018 een Europese openbare aanb
11Frequently asked questions
What kind of software is being sought within this assignment?
A Cloud Contact Center solution is being sought that functions as SaaS software for communication and telephony, with the possibility of expansion to other service points within the organization.
Which contract terms apply to the execution?
The execution of the assignment takes place under the terms of the GIBIT 2023.
Automatically compiled from the official tender data and documents.
12Estimated value versus the market
p25
€ 350K
€ 350K
median
€ 737K
€ 737K
p75
€ 1,9 mln
€ 1,9 mln
€ 1,9 mln
Gegunde waarden in CPV 48 · leveringen n=653