AwardedServicesEuropeanOpen

Customer guidance system

Gemeente Rotterdam · Open · 1 lots · 281392

0 of 6 core insights found

Measures presence, not accuracy · documents remain authoritative

ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline

Type

Services

51611100

Estimated value

€ 2,50M

estimated

To deadline

Ongoing

Knock-outs

n/a

exclusion grounds

Award basis

Best price-quality ratio

Assess manuallyconfidence low

The Municipality of Rotterdam has opened a tender for a customer guidance system (KGS), focused on the period 2023–2029. The system must streamline interaction between citizens and the municipality by integrating digital and telephone channels, centralizing information, and providing a uniform user experience. Key aspects include: a scalable architecture, data privacy and security (GDPR), accessible interfaces (mobile, web, telephone), integration with existing municipal IT systems (CRM, GIS, e-government), and capabilities for reporting and analytics. The tender is public, ensuring transparency and broad participation. Suppliers must demonstrate experience with similar projects in the public sector, present a detailed implementation plan, and offer a maintenance and support model.

Services · Open · European procedure

European

Contracting authority

Gemeente Rotterdam

Contract type

Services

Open

Estimated value

€2,500,000

estimated value

Submission deadline

Ongoing

12:00

Scope

European

European procedure

Lots

1 lots

Main CPV code

51611100

Location

Rotterdam

CharacteristicsCPV 51ServicesEU tendercustomer guidance systemMunicipality of Rotterdampublic

01What is being requested

The Municipality of Rotterdam has opened a tender for a customer guidance system (KGS), focused on the period 2023–2029. The system must streamline interaction between citizens and the municipality by integrating digital and telephone channels, centralizing information, and providing a uniform user experience. Key aspects include: a scalable architecture, data privacy and security (GDPR), accessible interfaces (mobile, web, telephone), integration with existing municipal IT systems (CRM, GIS, e-government), and capabilities for reporting and analytics. The tender is public, ensuring transparency and broad participation. Suppliers must demonstrate experience with similar projects in the public sector, present a detailed implementation plan, and offer a maintenance and support model.

Customer guidance system for 2023-2029

51611100€ 2,50MServices

1Lot 1€2,500,000

02Outcome

Awarded

RotterdamSmart CJM BV

Award value

€850,466

vs. estimate

-66%

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

€2,500,000

05Bidders in this segment

#Likely bidderFitWins

1Axians Communication Solutions B.V.SME702×

2RotterdamSmart CJM BVSME671×

3Securitas B.V.,SME541×

4Verdonck, Klooster & Associates B.V. potentialSME400×

5Connection Systems B.V. potentialSME400×

6DTV Consultants BV potentialSME400×

06Tender documents

TN389374 - SF03 Aankondiging van een gegunde opdracht 20230415155906pdfApr 15, 2023 · 25 KB

TN389374 - SF02 Aankondiging van een opdracht 20221203155350pdfDec 3, 2022 · 28 KB

07Legal themes that may be relevant here

Advies 300> Openbare Europese aanbesteding voor beheer en onderhoud van applicaties en aanverwante ICT-diensten. De zittende leverancier heeComplaint upheld Advies 689> Aanbesteder heeft vrijwillig bekendgemaakt dat hij een opdracht heeft gegund voor de inkoop van een softwareplatform voor gemeenComplaint upheld Advies 611> Een Europese openbare aanbestedingsprocedure voor de renovatie van een rioolwaterzuiveringsinstallatie is beëindigd en aanbested Advies 440> Meervoudig onderhandse aanbestedingsprocedure voor een (concessie)opdracht voor diensten voor het beschikbaar stellen, plaatsen,Advies 36> Openbare aanbestedingsprocedure met betrekking tot een overheidsopdracht voor de reiniging van metrovoertuigen. Klager voldoet v

08Frequently asked questions

What is the purpose of the customer guidance system?

The system is intended for the period 2023-2029 to streamline interaction between citizens and the municipality by integrating digital and telephone channels, centralizing information, and providing a uniform user experience.

Which technical aspects are important for the system?

The system requires a scalable architecture, accessible interfaces for mobile, web, and telephone, integration with existing municipal IT systems such as CRM, GIS, and e-government, and capabilities for reporting and analytics.

What requirements must the data environment meet?

The system must comply with the stated requirements for data privacy and security (GDPR).

What is expected of the supplier regarding execution?

Suppliers must demonstrate experience with similar projects in the public sector, present a detailed implementation plan, and offer a maintenance and support model.

Automatically compiled from the official tender data and documents.

09Estimated value versus the market

p25
€ 295K

median
€ 672K

p75
€ 1,5 mln

€ 2,5 mln

Gegunde waarden in CPV 51 · diensten n=96