AwardedServicesEuropeanOpen
Enterprise Service Management System (ITSM & FMIS)
Gemeente Amersfoort · Open · 1 lots · 385736
6
6 of 6 core insights found
Measures presence, not accuracy · documents remain authoritative
ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline
Type
Services
72000000
Estimated value
Not published
To deadline
Ongoing
Knock-outs
0
exclusion grounds
Award basis
Best price-quality ratio
3 criteria
Assess manuallyconfidence high
Tender for the delivery of an integral Enterprise Service Management System for the municipality of Amersfoort. The assignment includes implementation and SaaS service provision for both ICT and facility processes.
Services · Open · European procedure
EuropeanComplete timeline
CharacteristicsCPV 72ServicesEU tender
01What is being requested
The assignment concerns the configuration, implementation, and technical management of an integral service management system (SaaS service). The term of the service agreement is six years with options for extension.
The assignment consists of the configuration, implementation, and technical management (SaaS service) of an integral service management system (the ICT performance) that supports the internal service provision for the service desk of facilities and information provision (ICT). In addition, the ICT performance must also support facility and ICT asset management and configuration management. The principles are: |n- One integrated solution for the ICT and facility service desk;|n- The introduction of a reporting portal for end users (click, call, face) with the aim of increasing user-friendlines
1Enterprise Service Management System (ITSM & FMIS)—
02Outcome
Awarded
TOPdesk Nederland B.V.
Bidders
3
03Strategic insight
Strategic insight · AI analysis
Ensure a complete bid where all mandatory documents and the pricing sheet are correctly submitted. Pay close attention to the unconditional nature of the tender to avoid exclusion. Submit any text suggestions for the terms and conditions in a timely manner during the first question round.
04Points of attention
Important · 5
Bidders must submit an unconditional bid to prevent exclusion.Important
It is not permitted to modify fixed text from standard forms.Important
The tender has a standstill period of 60 days.Important
The assignment is not divided into lots due to coherence and risks.Important
The municipality may extend the assignment up to a maximum of 50% of the total bid price.Important
05Can I take part?
Financial · 1
Financial and economic standingFinancial
Technical · 6
ReferenceTechnical
Quality assuranceTechnical
Security assuranceTechnical
Working conditionsTechnical
Sustainability (environment)Technical
Professional competenceTechnical
06Exclusion 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).
07Award criteria
qualityweight n/a
Assessment of the qualitative aspects of the bid.
priceweight n/a
Assessment of the financial offer.
best price-quality ratioweight n/a
The award takes place on the basis of the best price-quality ratio where both price and quality are assessed.
08Process & timeline
Deadline and time for receiving questions regarding the first memorandum of information
4 september, 12.00 uur
Deadline for publication of the first memorandum of information
18 september
Deadline and time for receiving questions regarding the second memorandum of information
25 september, 12.00 uur
Deadline for publication of the second memorandum of information
2 oktober
Closing date and time for submitting bids
22 oktober om 12.00 uur
Opening of TenderNed vault
22 oktober om 12:15 uur
Presenting use cases
4 november, 6 november en 10 november
Provisional award
18 november
Final award
8 december
Start of implementation agreement
1 januari 2026
09Value 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.
10Bidders in this segment
#Likely bidderFitWins
1Centric Netherlands B.V.SME9956×
2Visma Raet B.V.SME9818×
3PinkRoccade Local Government B.V.SME9734×
4Afas Software B.V.SME9632×
5Bechtle direct B.V.SME9625×
6PQR B.V.SME9525×
11Tender documents
TN529210 - EF29 Aankondiging gegunde opdracht - algemene richtlijn, standaardregeling 20260304115353pdfMar 5, 2026 · 208 KB
Bijlage I - PvE ServiceCentraal na NvixlsxOct 2, 2025 · 67 KB
Bijlage C - Prijzenblad na NvixlsxOct 2, 2025 · 31 KB
Nota van inlichtingen 2025-10-02-3pdfOct 2, 2025 · 42 KB
Nota van inlichtingen 2025-09-18-1pdfSep 18, 2025 · 204 KB
Bijlage E2 - Concept overeenkomst na NvI- ServiceCentraaldocxSep 18, 2025 · 53 KB
uea_529210_20250709152717pdfJul 11, 2025 · 365 KB
Bijlage J - 20250628 Ambitiedocument Service CentraaldocxJul 11, 2025 · 76 KB
Bijlage L - AcceptatiecriteriadocxJul 11, 2025 · 28 KB
Bijlage A - Standaard-VerwerkersovereenkomstdocxJul 11, 2025 · 163 KB
TN529210 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20250709155544pdfJul 11, 2025 · 9 KB
Bijlage H - Beschrijving use casesdocxJul 11, 2025 · 39 KB
12Legal 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 upheldAdvies 689> Aanbesteder heeft vrijwillig bekendgemaakt dat hij een opdracht heeft gegund voor de inkoop van een softwareplatform voor gemeenComplaint upheldAdvies 440> Meervoudig onderhandse aanbestedingsprocedure voor een (concessie)opdracht voor diensten voor het beschikbaar stellen, plaatsen,Advies 33> Europese niet-openbare procedure voor herontwikkeling en realisatie van een nieuwe locatie en huisvesting van een gemeentehuis. Advies 650> Aanbesteder beoogt een geïntegreerd contract te sluiten met een aannemer en zoekt met deze aanbesteding een bouwmanager die het Complaint dismissed
13Frequently asked questions
What are the requirements regarding the accessibility of the helpdesk?
The provider cannot suffice with a 24x7 accessible digital helpdesk; the opening hours must align with the opening hours of the service desk and facility desk of the municipality.
How is the processor agreement regulated in the implementation agreement?
Article 12 is included in the implementation agreement to provide substance to the Standard Processor Agreement for Municipalities, using references to the Main Agreement.
What is the purpose of the configuration of the Enterprise Service Management System?
The purpose is an integrated SaaS solution for the service desk of ICT and facility matters, with a user-friendly reporting portal, better management information, and more automation to minimize manual work.
Which functionalities must the ICT performance support within the system?
In addition to the internal service provision for the service desk, the ICT performance must also support facility and ICT asset management and configuration management.
Automatically compiled from the official tender data and documents.
14Estimated value versus the market
p25
€ 327K
€ 327K
median
€ 800K
€ 800K
p75
€ 2,5 mln
€ 2,5 mln
deze opdracht
Gegunde waarden in CPV 72 · diensten n=1436