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KlantContactCentrum (KCC) software support

Samenwerking Vastgoedinformatie Heffing en Waardebepaling · Open · 1 lots · 318175
Type
Services
79512000
Estimated value
Not published
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence low

The procurement concerns the acquisition of a SaaS application to support the Klant Contact Centrum (KCC) of the Samenwerking Vastgoedinformatie Heffing en Waardebepaling. The objective is an integrated, cloud-based system that facilitates customer interactions, ticketing, knowledge management, and reporting. The tender is public and focused on services. Key requirements include: full SaaS hosting, integration with existing systems (e.g., CRM, email, document management), compliance with GDPR and other privacy regulations, high availability (SLA), scalability, user-friendly interface, multi-language support, and a robust support model. The contracting authority expects a solution that increases both operational efficiency and customer satisfaction.

Services · Open · National procedure

Contracting authority
Samenwerking Vastgoedinformatie Heffing en Waardebepaling
Contract type
Services
Open
Estimated value
Estimate not published
Submission deadline
Ongoing
13:00
Scope
National
National procedure
Lots
1
1 lots
Main CPV code
79512000
Location
Netherlands
CharacteristicsCPV 79ServicesSaaSKlant Contact CentrumKCC

01What is being requested

The procurement concerns the acquisition of a SaaS application to support the Klant Contact Centrum (KCC) of the Samenwerking Vastgoedinformatie Heffing en Waardebepaling. The objective is an integrated, cloud-based system that facilitates customer interactions, ticketing, knowledge management, and reporting. The tender is public and focused on services. Key requirements include: full SaaS hosting, integration with existing systems (e.g., CRM, email, document management), compliance with GDPR and other privacy regulations, high availability (SLA), scalability, user-friendly interface, multi-language support, and a robust support model. The contracting authority expects a solution that increases both operational efficiency and customer satisfaction.

Acquisition of an application (SaaS) to support the activities of the Klant Contact Centrum (KCC)

79512000Services
1KCC application (SaaS)—

02Value 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.

03Likely competitors

#Likely bidderFitWins
1FlextenderUnknown9683×
2Deloitte Consulting BVSME9434×
3Antea Nederland BVSME9035×
4Het NIC B.V.SME8622×
5KPMG Advisory N.V.SME8522×
6BMC Implementatie MarktplaatsenUnknown8361×

04Tender documents

TN428941 - EF29 Aankondiging gegunde opdracht - algemene richtlijn, standaardregeling 20240426103151pdfApr 28, 2024 · 8 KB
Nota van Inlichtingen 2pdfFeb 24, 2024 · 280 KB
Aanbestedingsleidraad KCC Dienst SVHW_V1.21pdfFeb 22, 2024 · 366 KB
Bijlage E - Programma van Eisen_V1.31pdfFeb 22, 2024 · 226 KB
TN428941 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20240222154623pdfFeb 22, 2024 · 9 KB
BakerWare koppeling samenvattingpdfFeb 20, 2024 · 286 KB
Bijlage 5 - Invulformulier verklaring onderaannemingdocxJan 23, 2024 · 52 KB
Bijlage A - ChecklistpdfJan 23, 2024 · 37 KB
Bijlage B - Concept Overeenkomst_V1.2pdfJan 23, 2024 · 202 KB
Bijlage 4 PrijzenbladxlsxJan 23, 2024 · 35 KB
Bijlage 1 - Uniform_Europees_AanbestedingsdocumentpdfJan 23, 2024 · 2097 KB
Bijlage I - ArchitectuurprincipespdfJan 23, 2024 · 67 KB

05Legal themes that may be relevant here

06Frequently asked questions

What is the objective of the assignment for the KCC software support?
The assignment concerns the acquisition of a SaaS application to support and facilitate the activities of the Klant Contact Centrum (KCC).
What kind of solution is requested for the Klant Contact Centrum?
A SaaS application is sought to support the activities of the Klant Contact Centrum (KCC).

Automatically compiled from the official tender data and documents.

07Estimated value versus the market

p25
€ 200K
median
€ 640K
p75
€ 3,0 mln
deze opdracht

Gegunde waarden in CPV 79 · diensten n=4949