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Staffing ICT Service Desk

ZonMW · Open · 1 lots · 419403
Type
Services
72253000 · Helpdesk and support s
Estimated value
Not published
To deadline
-15d
Jun 1, 2026 · 10:00
Knock-outs
1
exclusion grounds
Award basis
Best price-quality ratio
2 criteria
Promising — consider biddingconfidence high

The assignment concerns the provision of personnel for the 1st-line ICT Service Desk of ZonMw to ensure the continuity and quality of the support.

Services · Open · European procedure · SME-friendly

SME-friendlyEuropean1 exclusion grounds
Contracting authority
ZonMW
Contract type
Services
Open
Estimated value
Estimate not published
Submission deadline
June 1, 2026
10:00
Scope
European
European procedure
Lots
1
1 lots
Main CPV code
72253000
Helpdesk and support services
Location
Netherlands
CharacteristicsCPV 72ServicesSME-friendlyEU tender

01What is being requested

Provision of a team for the execution of the ICT Service Desk of ZonMw, whereby the contractor is responsible for the stability and continuity of the staffing levels during the first 2 years.

ZonMw is looking for a partner for the execution of the ICT Service Desk. This means that the Contractor is co-responsible for the stability and continuity of the staffing levels at the Service Desk. The goal is a collaboration with the internal Service Desk employees of ZonMw, where the responsibilities of the Service Desk are fulfilled and executed under the direction of ZonMw and according to the processes of ZonMw. In this regard, a high quality of internal service provision and user satisfaction is of great importance.

72253000Services
1Staffing ICT Service Desk€1

02Strategic insight

“
Strategic insight · AI analysis
Ensure stable staffing to prevent penalties in case of absence. Take into account the guaranteed availability of 64 hours per week. Ensure that employees meet the minimum experience for junior, medior, or senior levels.
Read automatically from the tender documents using AI. Always verify against the original documents.

03Points of attention

Important · 5
A penalty clause applies if requirements for planned and unplanned replacement are not met.Important
The contractor essentially works only with their own employees.Important
Costs for onboarding time are shared, whereby a maximum of 50% may be invoiced.Important
There is a limitation on the number of planned team changes within 60 days.Important
A probationary period of 5 worked days applies to new employees.Important

04Can I take part?

Financial · 1
Suitability requirements for financial and economic standing.Financial
Technical · 1
Suitability requirements for technical ability.Technical
Professional capability · 1
Professional competence.Professional capability
Exclusion ground · 1
Exclusion grounds and Russian involvement.Exclusion ground

05Exclusion grounds

Exclusion grounds (1)
  • Exclusion grounds and Russian involvement.

06Award criteria

Qualityweight n/a

Assessment of the quality of the service provision.

Priceweight n/a

Assessment of the price.

07Value 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.

08Likely competitors

#Likely bidderFitWins
1Centric Netherlands B.V.SME9756×
2KPN B.V.SME9727×
3Capgemini Nederland BV - OverallSME9624×
4PQR B.V.SME9625×
5Bechtle direct B.V.SME9625×
6Ordina Unknown9520×

09Tender documents

Bijlage 3 Prijzenblad.xlsxxlsxApr 28, 2026 · 21 KB
Bijlage 4 Dienstverleningsovereenkomst.pdfpdfApr 28, 2026 · 178 KB
Bijlage 5 Referentieformulier.docxdocxApr 28, 2026 · 16 KB
Inschrijvingsleidraad Staffing ICT Servicedesk - NVI 1.pdfpdfApr 28, 2026 · 573 KB
Inschrijvingsleidraad Staffing ICT Servicedesk.pdfpdfApr 28, 2026 · 571 KB
Bijlage 2 Programma van Eisen - NVI 1.pdfpdfApr 28, 2026 · 143 KB
Bijlage 1. UEA.pdfpdfApr 28, 2026 · 78 KB
Bijlage 2 Programma van Eisen.pdfpdfApr 28, 2026 · 143 KB
Beschrijving.pdfpdfApr 28, 2026 · 27 KB
Bijlage 6 ARVODI 2025.pdfpdfApr 28, 2026 · 173 KB
Bijlage 7 Klachtafhandeling bij aanbesteden.pdfpdfApr 28, 2026 · 240 KB

10Legal themes that may be relevant here

11Frequently asked questions

What experience requirements apply to the execution of the ICT service desk?
Bidders must have proven experience in providing an ICT service desk.
How must the continuity of the staffing be guaranteed?
Bidders must provide evidence of a continuity strategy and the ability to guarantee 100% maintenance of the staffing levels.
Are there requirements for bank guarantees or insurance?
No requirements have been set for providing a bank guarantee or insurance.
In what manner will the contract be awarded?
The contract will be awarded based on the best price-quality ratio, where quality is a specific criterion.

Automatically compiled from the official tender data and documents.

12Estimated value versus the market

p25
€ 327K
median
€ 800K
p75
€ 2,5 mln
deze opdracht

Gegunde waarden in CPV 72 · diensten n=1436