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PlannedServicesMarktconsultatie

CBR Customer Service 'Verbind'

Centraal Bureau Rijvaardigheidsbewijzen · Marktconsultatie · 1 lots · 415993
Type
Services
72260000 · Software related servi
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 goal is to support the transition from transactional to customer-oriented service delivery via a future-proof 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
Software related services
Location
Netherlands
CharacteristicsCPV 72ServicesKCCCustomer contact systemCustomer service

01What is being requested

Support of the CBR customer contact processes through technologies that support the process in an integrated and future-proof manner. The assignment focuses on the functional capabilities, integration with existing systems, and an indication of the costs for a customer contact platform.

The CBR customer service organization processes approximately 700,000 customer contacts annually, mostly 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. A transition is simultaneously taking place within the organization from transactional processing to customer-oriented service delivery. To support this ambition, insight is needed into available technologies that can support the customer con

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 for an organization with 700,000 contacts. Emphasize the possibilities for an integrated customer view to support the transition to customer-oriented service delivery.
Read automatically from the tender documents using AI. Always verify against the original documents.

03Points of attention

Important · 5
Participation in the market consultation is entirely voluntary.Important
Participation does not lead to any advantage in any potential future procurement procedure.Important
No compensation can be requested for costs incurred during the consultation.Important
Communication may not take place outside of TenderNed with employees of the CBR.Important
Information provided will not be returned after the conclusion of the consultation.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 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.SME9830×
2Protinus IT B.V.SME9332×
3Centric Netherlands B.V.SME9356×
4Afas Software B.V.SME9332×
5Bechtle direct B.V.SME9225×
6Capgemini Nederland BV - OverallSME9124×

07Tender documents

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

08Legal themes that may be relevant here

09Frequently asked questions

What is the purpose of the requested insight?
The purpose is to obtain insight and advice regarding available solutions, architectural choices, implementation strategies, and supplier experiences for supporting customer contact processes.
What experience is expected from suppliers?
Suppliers must have demonstrable experience with similar IT projects within the government, including the integration of telephony and chatbots.
What knowledge of standards is required?
Knowledge is required regarding relevant laws and regulations, such as privacy and security standards such as NEN and ISO.
What must be submitted as part of the consultation?
The submission of a detailed concept proposal for an integrated customer contact platform ('Verbind') is a mandatory selection requirement.
What is the current situation regarding customer contacts?
The customer service processes approximately 700,000 customer contacts annually, but the current IT landscape is fragmented and not integrated, requiring much manual work.

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