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Case Management System

Werkorganisatie Druten Wijchen · Open · 1 lots · 414248
Type
Services
72000000 · IT services: consultan
Estimated value
Not published
To deadline
-34d
May 18, 2026 · 11:00
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
9 criteria
Assess manuallyconfidence high

Werkorganisatie Druten Wijchen is looking for a new all-in-one case management system to improve information management and stimulate case-oriented working. The assignment includes the replacement of the current system, extensive links with professional applications, and the migration of a large historical casebook.

Services · Open · European procedure

EuropeanComplete timeline
Contracting authority
Werkorganisatie Druten Wijchen
Contract type
Services
Open
Estimated value
Estimate not published
Submission deadline
May 18, 2026
11:00
Scope
European
European procedure
Lots
1
1 lots
Main CPV code
72000000
IT services: consultancy, software development, internet and support
Location
Netherlands
CharacteristicsCPV 72ServicesEU tendercase management system

01What is being requested

Delivery of an all-in-one Case Management System that replaces the current system and serves as a central archive for professional applications such as OpenWave, Suite4SD, and i-Burgerzaken. The assignment includes technical implementation, configuration, and the migration of approximately 350,000 cases, projects, objects, and subsidies.

WDW is looking for a single provider capable of delivering a case management system.

72000000Services
1Case Management System—

02Strategic insight

“
Strategic insight · AI analysis
Focus the proposition heavily on user-friendliness and process-oriented working, as these carry significant weight in the qualitative assessment (W3, W5, W7). Demonstrate a concrete roadmap for Common Ground and the connection to MijnOmgeving (W4, W8). Ensure a watertight plan for the data migration of the complex Join structure to the new system.
Read automatically from the tender documents using AI. Always verify against the original documents.

03Points of attention

Important · 5
Common Ground: The solution must align with Common Ground principles and support the transition to an application landscape with ZGW-APIs.Important
Migration: A migration must take place of a casebook containing approximately 350,000 cases, including metadata at the case, document, and file levels, plus logging information.Important
Links: The system must interface at a high level with various professional applications (including Suite4SD, i-Burgerzaken, OpenWave) and external tools (Templafy, Validsign, OpenFormulieren, e-Data).Important
Archive Management: The solution must comply with NEN-ISO 16175 and 15489-1 standards and support MDTO.Important
Users: The system will be used by approximately 520 named users, including specific groups such as the KCC and information managers.Important

04Exclusion 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).

05Award criteria

W1 Woo-support2

Support in configuring a Woo portal, searchability/findability of documents, and the link with e-data for anonymization and publication.

W2 Wmebv-support2

Support in complying with the Wet modernisering elektronisch bestuurlijk verkeer (Modernization of Electronic Governmental Affairs Act).

W3 User-friendliness and interface7

Focus on intuitive interface, visual hierarchy, efficient workflows, interface customizability, and the ability to include work instructions per case type.

W4 Common Ground and information science vision8

Alignment with Common Ground principles, use of ZGW-APIs, Haal Centraal, MijnServices (MijnOmgeving), KlantContact Systeem (KISS), and handling of data sovereignty.

W5 Process-oriented working and integration7

Ease of use when working from the case, drag&drop, inheriting metadata, integration with Office 365, Teams, Outlook, Zivver, Templafy, Validsign, OpenFormulieren, and e-Data, and reporting functionalities.

W6 Registration of cases3

Possibilities for initiating and registering cases from various sources (email, web forms, DMS) and automatic determination of the handling group.

W7 Customer Contact Center (KCC) support7

Information provision in a single overview, callback requests, registration of contact moments, recording of results, insight into cases, agenda insight, central information, and further development (including AI).

W8 Portal function7

Functionalities for residents/entrepreneurs: application management, notifications, status information, supplementing documentation, messaging, personal data, and link with MijnOmgeving (Case, Task, Notifications).

W9 Case type configuration (ZTC)4

Relationship with i-Navigator, configuration of the Zero Code Tool (ZTC), integration of web forms/templates, and impact of changes on ongoing/completed cases.

06Process & timeline

Technical implementation starts
2026-07-01
System go-live
2027-03-01
Migration of ongoing cases completed
2027-03-01
Migration of closed cases completed
2027-04-01

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.SME10072×
2Visma Roxit B.V.SME10029×
3Visma Circle B.V.SME10033×
4Afas Software B.V.SME9984×
5PinkRoccade Local Government B.V.SME9966×
6Visma Raet B.V.SME9931×

09Tender documents

Bijlage 8 InschrijfbiljetxlsxMar 4, 2026 · 29 KB
Bijlage 7 Gemeentelijke ICT-kwaliteitsnormenpdfMar 4, 2026 · 651 KB
Bijlage 2 Beschrijvend documentpdfMar 4, 2026 · 702 KB
Bijlage 9 Verklaring ReferentiesdocxMar 4, 2026 · 15 KB
20260303 Aanbestedingsdocument Zaaksysteem definitiefpdfMar 4, 2026 · 517 KB
Bijlage 6 Gemeentelijke inkoopvoorwaarden bij ITpdfMar 4, 2026 · 1122 KB
Bijlage 1 Visie op zaakgericht werken 2024pdfMar 4, 2026 · 853 KB
Bijlage 3 Programma van Eisen en WensenpdfMar 4, 2026 · 365 KB
Bijlage 10 Concept verwerkersovereenkomstpdfMar 4, 2026 · 517 KB
Bijlage 4 Demonstratiescript zaaksysteempdfMar 4, 2026 · 214 KB
uea_574907_20260303111756pdfMar 4, 2026 · 490 KB
TN574907 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20260303112328pdfMar 4, 2026 · 198 KB

10Legal themes that may be relevant here

11Frequently asked questions

Which specific quality standards must the delivered ICT performance comply with?
The provider must guarantee full compliance with the Municipal ICT quality standards, as included in Annex 7.
Which contractual terms apply to the execution of this assignment?
Execution takes place under the Municipal purchasing conditions for IT (GIBIT 2023) and the mandatory service conditions, including a data processing agreement and data security in accordance with Annex 10.
What are the main selection requirements for the provider?
Bidders must comply with the Program of Requirements and Wishes (Annex 3), provide a clear demonstration of the system according to the script (Annex 4), and submit an explanatory reference statement (Annex 9).
What experience is expected from the intended supplier?
The provider must have experience in implementing a case management system in a municipal environment and possess demonstrable knowledge of the Municipal ICT quality standards.

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