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PlannedServicesMarktconsultatie

CBR Customer Service 'Verbind'

Centraal Bureau Rijvaardigheidsbewijzen · Marktconsultatie · 1 lots · 415983
Type
Services
72260000 · Services related to so
Estimated value
Not published
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence moderate

The CBR is conducting a market consultation to gain insight into technologies for supporting its customer contact processes. The focus lies on realizing a future-proof and integrated system landscape.

Services · Marktconsultatie · National procedure

Complete timeline
Contracting authority
Centraal Bureau Rijvaardigheidsbewijzen
Contract type
Services
Marktconsultatie
Estimated value
Estimate not published
Submission deadline
Ongoing
Scope
National
National procedure
Lots
1
1 lots
Main CPV code
72260000
Services related to software
Location
Netherlands
CharacteristicsCPV 72Services

01What is being requested

Support of the customer contact processes of the CBR by means of technologies that support the process in an integrated and future-proof manner. The assignment focuses on the functional capabilities of modern customer contact system solutions, integration with existing systems, and the indication of costs.

The customer service organization of CBR processes approximately 700,000 customer contacts annually, largely via telephony. The current IT landscape and processes are fragmented, not integrated, and require significant manual work. This limits the total overview of customer contacts, hinders effective management, and negatively affects employee satisfaction. For this reason, the organization is undergoing a transition from transactional handling to customer-oriented service delivery. To support this ambition, insight is needed into available technologies that can support the customer contact

72260000Services
1CBR Customer Service 'Verbind'—

02Strategic insight

“
Strategic insight · AI analysis
When responding, focus on the integration with the existing C-NIT system and the division of roles between the platform and primary systems. Provide a clear indication of the implementation costs and the expected duration. Emphasize the possibilities for an integrated customer view within the public context.
Read automatically from the tender documents using AI. Always verify against the original documents.

03Points of attention

Important · 6
Participation in the market consultation is entirely voluntary.Important
No rights can be derived from the market consultation.Important
Participation does not lead to any advantage in any potential future procurement procedure.Important
Provided information will not be returned.Important
Communication takes place exclusively via TenderNed.Important
It is not permitted to communicate with employees of the CBR outside of TenderNed.Important

04Process & timeline

Publication of market consultation
Maandag 16 maart 2026
Opportunity to ask questions regarding the market consultation procedure
Dinsdag 24 maart 2026, uiterlijk 12:00 uur
Publication of the answers to the questions regarding the market consultation procedure
Maandag 30 maart 2026
Closing date for submitting the requested written information
Vrijdag 10 april 2026, uiterlijk 17.00 uur
Start of any in-depth discussions
Periode tussen maandag 13 april 2026 en vrijdag 24 april 2026
Completion of market consultation
Vrijdag 15 mei 2026

05Value 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.

06Likely competitors

#Likely bidderFitWins
1COMPAREX Nederland B.V.SME9930×
2Protinus IT B.V.SME9532×
3Centric Netherlands B.V.SME9456×
4Afas Software B.V.SME9432×
5Bechtle direct B.V.SME9225×
6PinkRoccade Local Government B.V.SME9134×

07Tender documents

TN577238 - EFE1 Vrijwillige aankondiging van voorafgaande marktconsultatie 20260316120534pdfMar 16, 2026 · 180 KB
TN577238 - EFE1 Vrijwillige aankondiging van voorafgaande marktconsultatie 20260316125311pdfMar 16, 2026 · 181 KB
Bijlage B - Vraag- en antwoordformulier marktconsultatiedocxMar 16, 2026 · 37 KB
Bijlage A - Format vragenformulier NvIdocxMar 16, 2026 · 35 KB
Marktconsultatiedocument - Verbind KlantcontactpdfMar 16, 2026 · 464 KB

08Legal themes that may be relevant here

09Frequently asked questions

What is the purpose of the market consultation?
The purpose is to obtain insight and advice regarding available solutions, architectural choices, implementation strategies, and supplier experiences for supporting the customer contact processes.
Which technical functionalities must be offered?
A complete customer contact solution is sought that integrates a telephone exchange, chatbot, and data analytics into a single system to replace the current fragmented IT landscape.
Which security and privacy requirements must the solution meet?
The findings and the proposed technology must comply with Dutch government requirements for information protection, including the GDPR and ISO 27001.
What experience must a party demonstrate to be suitable?
Suppliers must demonstrate experience with large government systems and telecommunications infrastructure, including at least one comparable project implementation at a large government or insurance organization.

Automatically compiled from the official tender data and documents.

10Estimated value versus the market

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

Gegunde waarden in CPV 72 · diensten n=1436