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AwardedSuppliesEuropeanOpen

Contact Center as a Service (CCaaS)

De Dienst voor het kadaster en de openbare registers (het Kadaster) · Open · 253812
Type
Supplies
48510000
Estimated value
€ 12M
awarded
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence low

The Dienst voor het kadaster en de openbare registers (het Kadaster) wishes to enter into a contract for Contact Center as a Service (CCaaS) with an omnichannel approach. The procurement is public and focuses on the delivery of a platform that supports live interaction channels (such as telephone, chat, e-mail, social media), is scalable, and complies with the requirements of the Dutch government, including privacy and security standards. Suppliers must demonstrate that they can deliver a proven CCaaS solution, integrate with existing systems, and meet the CPV code requirements for ICT services.

Supplies · Open · European procedure

European
Contracting authority
De Dienst voor het kadaster en de openbare registers (het Kadaster)
Contract type
Supplies
Open
Estimated value
€12,000,000
awarded value
Submission deadline
Ongoing
10:00
Scope
European
European procedure
Lots
Single contract
Main CPV code
48510000
Location
Netherlands
CharacteristicsCPV 48SuppliesEU tenderCCaaSomnichannelcontact center

01What is being requested

The Dienst voor het kadaster en de openbare registers (het Kadaster) wishes to enter into a contract for Contact Center as a Service (CCaaS) with an omnichannel approach. The procurement is public and focuses on the delivery of a platform that supports live interaction channels (such as telephone, chat, e-mail, social media), is scalable, and complies with the requirements of the Dutch government, including privacy and security standards. Suppliers must demonstrate that they can deliver a proven CCaaS solution, integrate with existing systems, and meet the CPV code requirements for ICT services.

The purpose of this procurement is to enter into an agreement for the delivery of CCaaS, which can be expanded with all market-compliant (live) interaction channels in accordance with an omnichannel approach.

48510000Supplies

02Outcome

Awarded

CLOUDOE B.V.

Award value
€12,000,000

03Exclusion 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).

04Value in context

Estimate not published

The contracting authority did not publish an estimated value — common for a large share of contracts. The EU threshold for leveringen is € 221.000, for reference.

05Bidders in this segment

#Likely bidderFitWins
1Afas Software B.V.SME9581×
2COMPAREX Nederland B.V.SME9042×
3PinkRoccade Local Government B.V.SME9038×
4Bechtle direct B.V.SME8833×
5Visma Circle B.V.SME8823×
6Protinus IT B.V.SME8523×

06Tender documents

TN350100 - SF03 Aankondiging van een gegunde opdracht 20220701160221pdfJul 3, 2022 · 26 KB
NVI 1, 2 en 3pdfApr 15, 2022 · 344 KB
TN350100 - SF14 Kennisgeving van aanvullende informatie, informatie over een onvolledige procedure of rectificatie 20220405161707pdfApr 5, 2022 · 13 KB
Bijlage 13 Prijsmodel 1.2xlsxApr 5, 2022 · 77 KB
Bijlage A2 Wensen en weging 1.1pdfApr 5, 2022 · 210 KB
Beschrijvend Document CCaaS 1.1pdfApr 5, 2022 · 651 KB
Bijlage 4 Concept Overeenkomst CCaaS 0.91pdfApr 5, 2022 · 256 KB
Bijlage A1 Programma van Eisen 1.1pdfApr 5, 2022 · 1306 KB
NVI 1 en 2pdfMar 31, 2022 · 381 KB
TN350100 - SF14 Kennisgeving van aanvullende informatie, informatie over een onvolledige procedure of rectificatie 20220322170541pdfMar 22, 2022 · 15 KB
NVI 1pdfMar 18, 2022 · 254 KB
Bijlage 13 Prijsmodel 1.1xlsxMar 18, 2022 · 77 KB

07Legal themes that may be relevant here

08Frequently asked questions

What is the purpose of this assignment?
The purpose of the procurement is to enter into an agreement for the delivery of Contact Center as a Service (CCaaS), where the solution can be expanded with all market-compliant live interaction channels according to an omnichannel approach.
Which interaction channels are supported within the CCaaS solution?
The assignment concerns an omnichannel approach where the CCaaS solution can be expanded with all market-compliant live interaction channels.

Automatically compiled from the official tender data and documents.

09Estimated value versus the market

p25
€ 350K
median
€ 737K
p75
€ 1,9 mln
€ 12 mln

Gegunde waarden in CPV 48 · leveringen n=653