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AwardedServicesEuropeanOpen

Customer Communication

Regionale Belasting Groep · Open · 1 lots · 304168
Type
Services
64000000
Estimated value
Not published
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence low

The Regionale Belasting Groep (RBG) wishes to procure, implement, and manage a customer communication solution. The solution must support all forms of customer communications, both digital (e-mail, SMS, web, mobile app) and physical (letter, fax, print). The procurement is an open procedure without a CPV code, aimed at a service provider capable of handling the full lifecycle of the system: selection, installation, integration with existing tax and customer databases, management, maintenance, and continuous optimization. Key points of attention are functionality, scalability, user-friendliness, security, privacy compliance (AVG), reporting and analytics, and a clear service-level agreement (SLA). The supplier must also provide training and support to RBG employees and deliver a transition plan for the migration of existing communication channels.

Services · Open · European procedure

European
Contracting authority
Regionale Belasting Groep
Contract type
Services
Open
Estimated value
Estimate not published
Submission deadline
Ongoing
12:00
Scope
European
European procedure
Lots
1
1 lots
Main CPV code
64000000
Location
Schiedam
CharacteristicsCPV 64ServicesEU tendercustomer communicationdigital communicationimplementation

01What is being requested

The Regionale Belasting Groep (RBG) wishes to procure, implement, and manage a customer communication solution. The solution must support all forms of customer communications, both digital (e-mail, SMS, web, mobile app) and physical (letter, fax, print). The procurement is an open procedure without a CPV code, aimed at a service provider capable of handling the full lifecycle of the system: selection, installation, integration with existing tax and customer databases, management, maintenance, and continuous optimization. Key points of attention are functionality, scalability, user-friendliness, security, privacy compliance (AVG), reporting and analytics, and a clear service-level agreement (SLA). The supplier must also provide training and support to RBG employees and deliver a transition plan for the migration of existing communication channels.

Customer communication concerns the procurement, implementation, management, and maintenance of a customer communication solution for all types of customer communications, both digital and physical. See the Invitation to Tender for further details.

64000000Services
1Lot 1—

02Outcome

Awarded

AddComm Direct B.V.

Bidders
2

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 diensten is € 221.000, for reference.

05Bidders in this segment

#Likely bidderFitWins
1De Bondt Grafimedia Communicatie B.V.SME9128×
2KPN B.V.SME9139×
3Centric Netherlands B.V.SME9043×
4Koninklijke Van der Most B.V.SME8921×
5Bechtle direct B.V.SME8611×
6Paragon Communicatie Services B.V.SME8511×

06Tender documents

TN421458 - EF29 Aankondiging gegunde opdracht - algemene richtlijn, standaardregeling 20231120154709pdfNov 22, 2023 · 8 KB
Bijlage 12 - Invulbijlage 3 - Verklaring Hoofdaanneming Onderaanneming - versie 2.0docxAug 25, 2023 · 73 KB
Bijlage 14 - Invulbijlage 5 - Referenties - versie 2.0docxAug 25, 2023 · 80 KB
Bijlage 16 - Invulbijlage 7 - Holdingverklaring - versie 2.0docxAug 25, 2023 · 72 KB
Bijlage 18 - Bouwstenen (v 2.9) - versie 2.0pdfAug 25, 2023 · 310 KB
Bijlage 20 - Specificaties Berichtenbox Archief de RBG v12 - versie 2.0pdfAug 25, 2023 · 575 KB
Bijlage 22 - Invulbijlage 8 - Akkoordverklaring voorwaarden Prijsmodel Bijlage 4 - versie 2.0docxAug 25, 2023 · 73 KB
230825 Nota van Inlichtingen Klantcommunicatie - Algemeen - versie 1.0pdfAug 25, 2023 · 166 KB
Bijlage 1 - Missie visie RBG 2.0 - versie 2.0pdfAug 25, 2023 · 232 KB
Bijlage 3 - PvE - versie 2.0pdfAug 25, 2023 · 187 KB
Bijlage 5 - Kwaliteitsvragen - versie 2.0pdfAug 25, 2023 · 156 KB
Bijlage 6b - Exit scenario's - versie 2.0pdfAug 25, 2023 · 207 KB

07Legal themes that may be relevant here

08Frequently asked questions

What does the customer communication assignment entail?
The assignment includes the procurement, implementation, management, and maintenance of a customer communication solution for all types of customer communications, both digital and physical.
Which communication channels must be supported by the solution?
The solution must support all forms of customer communications, both digital (e-mail, SMS, web, mobile app) and physical (letter, fax, print).
What activities are expected from the supplier?
The supplier is responsible for the full lifecycle: selection, installation, integration with existing tax and customer databases, management, maintenance, and continuous optimization.
What support is provided to employees?
The supplier must provide training and support to employees and deliver a transition plan for the migration of existing communication channels.

Automatically compiled from the official tender data and documents.

09Estimated value versus the market

p25
€ 400K
median
€ 856K
p75
€ 2,4 mln
deze opdracht

Gegunde waarden in CPV 64 · diensten n=168