PlannedSuppliesMarktconsultatie
Customer guidance system
Gemeente Alkmaar · Marktconsultatie · 1 lots · 417692
4
4 of 6 core insights found
Measures presence, not accuracy · documents remain authoritative
ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline
Type
Supplies
48000000 · Software and informati
Estimated value
Not published
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence moderate
Municipality of Alkmaar is conducting a market consultation in preparation for the tender of a new customer guidance system. The goal is to collect knowledge about possibilities and developments for a future-proof SaaS solution.
Supplies · Marktconsultatie · National procedure
Complete timeline
CharacteristicsCPV 48Supplies
01What is being requested
The assignment concerns the replacement of the current system with a new, future-proof and fully SaaS-based customer guidance system. The system must provide support for customer guidance, planning, management information, and integrations within public services.
The purpose of this market consultation is to gain knowledge of the possibilities and current developments in the field of customer guidance systems. Based on this market exploration, it will be decided, among other things, what the best way is to tender this potential contract. Additionally, we want to stimulate/gauge interest among players in the market.
1Customer guidance system—
02Strategic insight
Strategic insight · AI analysis
When responding, focus on the technical integrations and the possibility of linking with BI tools. Emphasize the user-friendliness for various target groups and the support for complex planning scenarios. Ensure that the SaaS solution fully complies with the stated AVG and BIO requirements.
03Points of attention
Important · 4
The solution must align with the Cloud Strategy and architecture guidelines of the municipality.Important
Integration with systems such as Centric Burgerzaken and scheduling programs is necessary.Important
The solution must support the principles of Common Ground.Important
Participation in the market consultation gives no right to selection or award in the final tender.Important
04Process & timeline
Publication of market consultation via TenderNed
26 maart 2026
Deadline for submitting questions
7 april 2026
Deadline for answering the Note of Clarification
14 april 2026
Deadline for submitting answers to market consultation questions
22 april 2026
Invitations for demonstrations are sent
23 april 2026
Providing demonstration by supplier(s)
28 april, 30 april of 7 mei 2026
05Value 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.
06Likely competitors
#Likely bidderFitWins
1Visma Circle B.V.SME9923×
2Unit4 Business Software Netherlands B.V.SME9920×
3Afas Software B.V.SME9881×
4PinkRoccade Local Government B.V.SME9738×
5Bechtle direct B.V.SME9733×
6Visma Roxit B.V.SME9716×
07Tender documents
Beantwoording NvI KlantgeleidingssysteempdfApr 13, 2026 · 110 KB
TN578392 - EFE1 Vrijwillige aankondiging van voorafgaande marktconsultatie 20260326202219pdfMar 26, 2026 · 179 KB
Marktverkenning KlantvolgsysteempdfMar 26, 2026 · 241 KB
Bijlage A - Vragenlijst KlantgeleidingssysteemdocxMar 26, 2026 · 38 KB
Bijlage B - Programma van Eisen en Wensen KlantgeleidingssysteemxlsxMar 26, 2026 · 44 KB
08Legal themes that may be relevant here
Advies 59> Meervoudig onderhandse aanbestedingsprocedure met betrekking tot een opdracht voor de levering van postdiensten en bezorging. InAdvies 63> Meervoudig onderhandse aanbesteding voor het reinigen van wegen, straten en pleinen. Kan bij gunning op laagste prijs de indieniAdvies 53> Europese openbare procedure voor een overheidsopdracht tot het verrichten van diensten bestaande uit (dagelijks en periodiek) scAdvies 222> Aanbesteding via een marktplaats. De Commissie bevestigt haar eerdere adviezen (waaronder 147) dat op een aanbestedende dienst dAdvies 243> Meervoudig onderhandse procedure. Dat de aanbestedende dienst met een SaaS (Software as a Service) oplossing besparingen zou kun
09Frequently asked questions
What response times must the software meet?
The response time for retrieving data, logging in on the hardware, displaying call information, and loading the front-end module must be ≤ 2 seconds. Printing a ticket after registration has a maximum response time of 5 seconds.
How should the link with employee data be set up?
Authentication must be possible via a link with the HRM system and/or Active Directory. Authorizations must be able to be set up within 1 working day after an employee starts. Upon termination of employment, access must be automatically blocked and revoked.
What requirements apply to the accessibility of the application?
Both the front-end module for residents and the back-end for employees must comply with the applicable accessibility guidelines (WCAG) for government agencies.
What requirements are set for the design and connectivity?
The front-end module must have a responsive design that adapts to the type of device. Additionally, the solution must offer the possibility to connect the kiosk to a wireless network (wifi) instead of exclusively via a wired connection.
What are the requirements for submission and suitability?
All transactions must be submitted fully via the public platform of TenderNed. Additionally, a physical presence in the Netherlands is required.
Automatically compiled from the official tender data and documents.
10Estimated value versus the market
p25
€ 350K
€ 350K
median
€ 737K
€ 737K
p75
€ 1,9 mln
€ 1,9 mln
deze opdracht
Gegunde waarden in CPV 48 · leveringen n=653