OpenServicesEuropeanOpen
Contact Center Platform
Belastingsamenwerking voor Gemeenten en Waterschappen (BsGW) · Open · 1 lots · 428062
4
4 of 6 core insights found
Measures presence, not accuracy · documents remain authoritative
ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline
Type
Services
79342320 · Customer service servi
Estimated value
Not published
To deadline
52d
Aug 7, 2026 · 10:00
Knock-outs
0
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence moderate
This document contains the conditions for the availability of third-party resources and the general GIBIT 2025 procurement conditions for IT services.
Services · Open · European procedure
European
CharacteristicsCPV 79ServicesEU tenderContact CenterTelephonyLive chat
01What is being requested
The assignment concerns the delivery of a Contact Center platform as part of the ICT Performance. Execution takes place under the GIBIT 2025 procurement conditions.
The Assignment concerns the realization and provision of an integrated solution for the customer contact of the Contracting Authority, with the aim of supporting and handling customer interactions via the real-time channels telephony and live chat.
1Contact Center Platform—
02Strategic insight
Strategic insight · AI analysis
Ensure that when using third-party resources, the Declaration of availability is completed correctly and in full. Take into account the strict rules regarding Acceptance and the obligation to draw up an Implementation plan. Ensure that the Service Levels are clearly established in the agreement to prevent sanctions.
03Points of attention
Important · 6
The Implementation includes, among other things, conversion, migration, the realization of interfaces, and the acceptance procedure.Important
A specific Implementation plan must be delivered within three months after the first request.Important
The Acceptance procedure is carried out on the basis of pre-determined criteria and testing methods.Important
When using Third-party software, the supplier must specify the license and maintenance conditions and any dependencies.Important
The Service Levels in the SLA are considered obligations of result.Important
If Service Levels are not met, the client may demand an improvement plan or consultation at executive level.Important
04Can I take part?
Technical — If recourse is made to the qualifications and/or resources of a Third Party, the Bidder must use the Declaration of availability of Third Party resources to demonstrate that the Third Party can actually have access to the necessary technical resources upon first request.
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
Estimate not published
The contracting authority did not publish an estimated value — common for a large share of contracts. The EU threshold for diensten is € 221.000, for reference.
07Likely competitors
#Likely bidderFitWins
1KPN B.V.SME9927×
2Bender Detachering B.V.SME97107×
3YER Nederland B.V.SME9797×
4COMPAREX Nederland B.V.SME9721×
5BDO Audit & Assurance B.V.SME9659×
6Afas Software B.V.SME9625×
08Tender documents
Bijlage 06 Uniform Europees Aanbestedingsdocument 1.0pdfJun 7, 2026 · 547 KB
Bijlage 16 Baseline Informatiebeveiliging Overheid 1.0pdfJun 7, 2026 · 521 KB
Bijlage 02 Overview netwerk BsGW 1.0pdfJun 7, 2026 · 299 KB
Bijlage 01 Begrippenlijst 1.0pdfJun 7, 2026 · 219 KB
Bijlage 14 Gemeentelijke Inkoopvoorwaarden bij IT 1.0pdfJun 7, 2026 · 348 KB
Bijlage 15 Gemeentelijke ICT-kwaliteitsnormen 1.0pdfJun 7, 2026 · 651 KB
Bijlage 13 Concept Wachtkamerovereenkomst 1.0pdfJun 7, 2026 · 123 KB
Bijlage 12 Concept Overeenkomst 1.0pdfJun 7, 2026 · 147 KB
Bijlage 10 Usecases 1.0pdfJun 7, 2026 · 259 KB
Bijlage 07 Verklaring Samenwerkingsverband 1.0docxJun 7, 2026 · 64 KB
Bijlage 08 Verklaring beschikbaarheid middelen Derde(n) 1.0docxJun 7, 2026 · 62 KB
Bijlage 09 Referentieverklaring 1.0docxJun 7, 2026 · 67 KB
09Legal 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 48> Europese niet-openbare procedure voor werktuigkundige en elektrotechnische installaties van de nieuwbouw van een multifunctionelAdvies 174> Concurrentiegerichte dialoog ten behoeve van het afsluiten van een raamovereenkomst met één ondernemer. Is er sprake van het samAdvies 59> Meervoudig onderhandse aanbestedingsprocedure met betrekking tot een opdracht voor de levering van postdiensten en bezorging. In
10Frequently asked questions
What is the core of the assignment for the Contact Center platform?
The assignment concerns the realization and provision of an integrated solution for customer contact, focused on the real-time channels telephony and live chat.
Which information security requirements must the solution meet?
The assignment is subject to strict information security requirements in accordance with the BIO.
Which suitability requirements apply to the execution and exit strategy?
A working method certified in accordance with the BIO must be present, and there must be capacity to deliver an exit plan in accordance with GIBIT 2025 within 8 weeks.
Which conditions apply to the execution of the agreement?
The execution of the assignment is subject to the GIBIT 2025 conditions.
Automatically compiled from the official tender data and documents.
11Estimated value versus the market
p25
€ 200K
€ 200K
median
€ 640K
€ 640K
p75
€ 3,0 mln
€ 3,0 mln
deze opdracht
Gegunde waarden in CPV 79 · diensten n=4949