CancelledServicesEuropeanOpen
KCC Multichannel solution
Belastingsamenwerking voor Gemeenten en Waterschappen (BsGW) · Open · 1 lots · 345133
4
4 of 6 core insights found
Measures presence, not accuracy · documents remain authoritative
ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline
Type
Services
64214200
Estimated value
Not published
To deadline
-628d
Sep 26, 2024 · 12:00
Knock-outs
0
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence moderate
Tender for a multichannel SaaS solution for the BsGW customer contact center, comprising telephony, chat, and email with strict requirements for integration and security.
Services · Open · European procedure
European
CharacteristicsCPV 64ServicesEU tender
01What is being requested
The contract concerns a SaaS solution for a multichannel KCC environment, including telephony, email, and live chat, aimed at supporting the customer contacts of the BsGW.
The contracting authority intends to enter into an agreement through this tender regarding a KCC (Customer Contact Center) Multichannel solution offered as SaaS (software as a service), which provides support to a wide range of communication channels and offers a seamless, integrated experience for customers, third parties (parties providing KCC services to BsGW), and BsGW employees.
1kcc multichannel solution—
02Strategic insight
Strategic insight · AI analysis
Ensure a seamless API connection with the existing tax application and knowledge base. Guarantee that information security fully complies with BIO and ISO standards. Focus on a scalable licensing model that grows with peak telephone traffic.
03Points of attention
Important · 7
The solution must fully function on all Windows workstation concepts.Important
The helpdesk must be available 24/7 via email or service desk solution.Important
Service desk employees must communicate fluently at a minimum of level C1.Important
Updates and maintenance must take place outside office hours of the BsGW.Important
The solution must be able to integrate with the tax application Gouw IT via an API.Important
An exit strategy must be included in the agreement.Important
The license structure is based on active named users.Important
04Can I take part?
Technical — The bidder is ISO-27001/2 certified, or equivalent.
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.SME9741×
2Centric Netherlands B.V.SME9443×
3PinkRoccade Local Government B.V.SME9424×
4Afas Software B.V.SME9417×
5Capgemini Nederland BV - OverallSME9120×
6Visma Raet B.V.SME9114×
08Tender documents
TN480117 - EF29 Aankondiging gegunde opdracht - algemene richtlijn, standaardregeling 20241205072936pdfDec 5, 2024 · 8 KB
TN480117 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20240925122441pdfSep 25, 2024 · 10 KB
Bijlage E Prijzenblad v1.8 corr cel j58xlsxSep 25, 2024 · 36 KB
Nota van inlichtingen 2024-09-25-2pdfSep 25, 2024 · 2 KB
Bijlage E Prijzenblad v1.7xlsxSep 25, 2024 · 33 KB
NvI3pdfSep 19, 2024 · 78 KB
Nota van inlichtingen 2024-09-19-3pdfSep 19, 2024 · 2 KB
Bijlage E Prijzenblad v1.6xlsxSep 19, 2024 · 33 KB
Bijlage E Prijzenblad v1.5xlsxSep 18, 2024 · 33 KB
TN480117 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20240918133505pdfSep 18, 2024 · 10 KB
Nota van inlichtingen 2024-09-18-2pdfSep 18, 2024 · 2 KB
Bijlage E Prijzenblad v1.4xlsxSep 17, 2024 · 35 KB
09Legal themes that may be relevant here
Advies 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 476> Beklaagde, een gemeente in oprichting waarin twee gemeenten, [A] en [B], fuseren, heeft op 2 mei 2018 een Europese openbare aanbAdvies 526> De klacht ziet op een Europese openbare procedure voor een overheidsopdracht tot levering van een kleding inname automaat (KIA) Advies 59> Meervoudig onderhandse aanbestedingsprocedure met betrekking tot een opdracht voor de levering van postdiensten en bezorging. In
10Frequently asked questions
In what manner should the Program of Requirements and Wishes (PVE) be completed?
The PVE must be answered using only 'Yes' or 'No' in the answer column. If desired, the bidder may elaborate on the answers where necessary in an annex.
What requirements are placed on the availability of the helpdesk?
The bidder provides a telephone helpdesk for incident reporting during office hours between 08:30 and 17:30 via a single fixed telephone number. Additionally, the helpdesk is available 24/7 via email or a service desk solution.
What language requirements must the service desk employees meet?
Service desk employees must communicate in the Dutch language and are fluent in speech and writing, with a minimum level C1 on the CEFR level.
Is an editable Excel version of the annex with requirements and wishes available?
Due to circumstances, no editable Excel file can be provided. A Word version of the annex has been made available as a document.
Automatically compiled from the official tender data and documents.
11Estimated value versus the market
p25
€ 400K
€ 400K
median
€ 856K
€ 856K
p75
€ 2,4 mln
€ 2,4 mln
deze opdracht
Gegunde waarden in CPV 64 · diensten n=168