Customer guidance system for the Municipality of Venlo
The Municipality of Venlo is seeking a customer guidance system that integrates appointment scheduling and guidance (queue management), staff scheduling, and the payment of civil affairs products. The system must provide a user-friendly interface for both citizens and employees, display real-time waiting times, automatically schedule appointments, and optimize staff rosters. Additionally, payment transactions for civil affairs must proceed seamlessly, including invoicing, payment processing, and integration with municipal accounting systems. The tender is open and focused on services, requiring suppliers to provide a fully managed solution, including implementation, training, maintenance, and support. The solution must comply with Dutch laws and regulations, including privacy (AVG) and accessibility standards (WCAG 2.1). The municipality expects a scalable, modular architecture that allows for future expansions.
Services · Open · European procedure
01What is being requested
The Municipality of Venlo is seeking a customer guidance system that integrates appointment scheduling and guidance (queue management), staff scheduling, and the payment of civil affairs products. The system must provide a user-friendly interface for both citizens and employees, display real-time waiting times, automatically schedule appointments, and optimize staff rosters. Additionally, payment transactions for civil affairs must proceed seamlessly, including invoicing, payment processing, and integration with municipal accounting systems. The tender is open and focused on services, requiring suppliers to provide a fully managed solution, including implementation, training, maintenance, and support. The solution must comply with Dutch laws and regulations, including privacy (AVG) and accessibility standards (WCAG 2.1). The municipality expects a scalable, modular architecture that allows for future expansions.
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02Outcome
Joint Cash & Card Software B.V.
03Exclusion grounds
- 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
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
06Tender documents
07Legal themes that may be relevant here
08Frequently asked questions
What does the customer guidance system to be acquired consist of?
What functionalities are expected for the management of appointments and staff?
Automatically compiled from the official tender data and documents.
09Estimated value versus the market
€ 200K
€ 640K
€ 3,0 mln
Gegunde waarden in CPV 79 · diensten n=4949