CancelledSuppliesEuropeanOpen

A03.50.2022 Modernization of Telephony - Customer Contact Center (KCC) Environment

Gemeente Leiden namens de gemeenten Leiden, Oegstgeest, Leiderdorp en Zoeterwoude · Open · 1 lots · 300350

0 of 6 core insights found

Measures presence, not accuracy · documents remain authoritative

ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline

Type

Supplies

48500000

Estimated value

Not published

To deadline

-1051d

Jul 31, 2023 · 14:00

Knock-outs

n/a

exclusion grounds

Award basis

Best price-quality ratio

Assess manuallyconfidence low

The Municipality of Leiden, together with Oegstgeest, Leiderdorp, and Zoeterwoude, intends to establish a modern Customer Contact Center (KCC) environment. The tender focuses on the delivery, setup, and configuration of a SaaS solution that is integrated with the existing telecom ecosystem and the JOIN Klantcontact (JKC) system from Decos. Seven customer entry points must be set up, and the solution is to be used by approximately 90 employees, including supervisors and functional administrators. The contracting authority requires a 24/7 incident service, given the nature of the reports, which often relate to public order and safety. The focus is on a flexible, scalable SaaS architecture with a strong emphasis on integration, user-friendliness, and continuous availability.

Supplies · Open · European procedure

European

Contracting authority

Gemeente Leiden namens de gemeenten Leiden, Oegstgeest, Leiderdorp en Zoeterwoude

Contract type

Supplies

Open

Estimated value

Estimate not published

Submission deadline

July 31, 2023

14:00

Scope

European

European procedure

Lots

1 lots

Main CPV code

48500000

Location

Leiden

CharacteristicsCPV 48SuppliesEU tenderCustomer Contact CenterSaaSJOIN Klantcontact

01What is being requested

The Municipality of Leiden, together with Oegstgeest, Leiderdorp, and Zoeterwoude, intends to establish a modern Customer Contact Center (KCC) environment. The tender focuses on the delivery, setup, and configuration of a SaaS solution that is integrated with the existing telecom ecosystem and the JOIN Klantcontact (JKC) system from Decos. Seven customer entry points must be set up, and the solution is to be used by approximately 90 employees, including supervisors and functional administrators. The contracting authority requires a 24/7 incident service, given the nature of the reports, which often relate to public order and safety. The focus is on a flexible, scalable SaaS architecture with a strong emphasis on integration, user-friendliness, and continuous availability.

This tender concerns the acquisition of a Customer Contact Center environment, its setup and configuration, integrated with the telecom ecosystem of the Contracting Authority (distributed across the participating municipalities and within those municipalities, across various locations), and including training for KCC supervisors, KCC agents, and functional administrators. Initially, seven (7) customer entry points must be set up, and the solution will be used by approximately ninety (90) employees, including supervisors and functional administrators. The delivered Customer Contact Center envir

48500000Supplies

1Lot 1—

02Exclusion 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).

03Value 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.

04Likely competitors

#Likely bidderFitWins

1Afas Software B.V.SME9581×

2PinkRoccade Local Government B.V.SME9138×

3Bechtle direct B.V.SME8933×

4Visma Circle B.V.SME8823×

5Visma Raet B.V.SME8522×

6Protinus IT B.V.SME8423×

05Legal 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 440> Meervoudig onderhandse aanbestedingsprocedure voor een (concessie)opdracht voor diensten voor het beschikbaar stellen, plaatsen,Advies 559> De klacht ziet op een gezamenlijke Europese openbare procedure voor een overheidsopdracht voor de levering van warme en koude dr Advies 449> Europese openbare aanbestedingsprocedure voor een overheidsopdracht voor diensten voor het tot stand brengen van netwerkverbindi

06Frequently asked questions

What is the scope of the desired Customer Contact Center environment?

The assignment concerns the acquisition, setup, and configuration of an environment for approximately ninety employees, including supervisors and functional administrators, where initially seven customer entry points must be set up.

What integration requirements must the SaaS solution meet?

The Customer Contact Center environment must be capable of being linked with the telecom ecosystem of the contracting authority and integrated with the JOIN Klantcontact (JKC) system from Decos.

What requirements are placed on the availability of the service provision?

Due to the nature of the reports, which often relate to public order and safety, the service provision for resolving incidents regarding the application must take place on the basis of a 24/7 service.

What services are expected in addition to the software delivery?

In addition to the delivery and configuration of the SaaS environment, the assignment also includes providing training for KCC supervisors, KCC agents, and functional administrators.

Automatically compiled from the official tender data and documents.

07Estimated value versus the market

p25
€ 350K

median
€ 737K

p75
€ 1,9 mln

deze opdracht

Gegunde waarden in CPV 48 · leveringen n=653