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PlannedServicesMarktconsultatie

Market Consultation Ticket Kiosks and Customer Guidance System

Gemeente Haarlem · Marktconsultatie · 1 lots · 421670
Type
Services
72268000 · Supply of software
Estimated value
Not published
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence moderate

The Municipality of Haarlem is conducting a market consultation to collect information on technological possibilities for a new customer guidance system for Haarlem and Zandvoort.

Services · Marktconsultatie · National procedure

Complete timeline
Contracting authority
Gemeente Haarlem
Contract type
Services
Marktconsultatie
Estimated value
Estimate not published
Submission deadline
Ongoing
Scope
National
National procedure
Lots
1
1 lots
Main CPV code
72268000
Supply of software
Location
Netherlands
CharacteristicsCPV 72Servicescustomer guidance systemticket kiosks

01What is being requested

Market consultation for the orientation on a new customer guidance system to support the customer contact center (KCC) for the municipalities of Haarlem and Zandvoort. The desired solution includes components such as appointment management, customer guidance, staff planning, and integration with existing systems.

With this market consultation, the Municipality of Haarlem aims to work together with market parties to seek a request for tender (procurement) that meets the needs of the municipality, but is also realistic regarding what the market can deliver.

With the help of this market consultation, the Municipality of Haarlem aims to: 
• Gain insight into the available solutions and technological possibilities; 
• Test to what extent an integrated or modular solution is available; 
• Collect information about organization-wide deployment of appointment management; 
• Assess how systems contribute to a

72268000Services
1Market Consultation Ticket Kiosks and Customer Guidance System—

02Strategic insight

“
Strategic insight · AI analysis
When answering, focus on the technical architecture (SaaS/on-premise, APIs, modularity) and integration possibilities with existing systems such as Microsoft Entra ID and Outlook. Ensure a clear substantiation of the functionalities regarding welcoming reception, accessibility, and appointment management for various domains. Provide a transparent indication of the implementation, cost structure (TCO) and the manner in which privacy by design is guaranteed.
Read automatically from the tender documents using AI. Always verify against the original documents.

03Points of attention

Important · 5
The market consultation is not a procurement and does not form part of a procurement.Important
Participation provides no advantaged or disadvantaged position in a potential future procurement.Important
Input from market parties is processed in an anonymized manner in the business case or the program of requirements.Important
Submitted documents are considered public documents and are free of copyrights.Important
The response must be submitted via the specific input format (Annex 2) and via TenderNed.Important

04Process & timeline

Publication on TenderNed
16 april 2026
Asking questions
4 mei 2026 voor 12:00 uur
Response from Municipality of Haarlem
12 mei 2026
Receipt of responses to market consultation
19 mei 2026 voor 12:00 uur
Sending market consultation report
2 juni 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
1Centric Netherlands B.V.SME9856×
2COMPAREX Nederland B.V.SME9730×
3Protinus IT B.V.SME9732×
4Afas Software B.V.SME9532×
5PinkRoccade Local Government B.V.SME9534×
6Bechtle direct B.V.SME9525×

07Tender documents

Marktconsultatiedocument Ticketzuilen en klantgeleidingssysteempdfApr 16, 2026 · 547 KB
Bijlage 1 - VragenformulierxlsxApr 16, 2026 · 16 KB
TN583153 - EFE1 Vrijwillige aankondiging van voorafgaande marktconsultatie 20260416151821pdfApr 16, 2026 · 179 KB
Bijlage 2 - Invulformat vragendocxApr 16, 2026 · 117 KB

08Legal themes that may be relevant here

09Frequently asked questions

What is the purpose of this market consultation?
The municipality wants to gain insight into available technological possibilities for ticket kiosks and customer guidance systems. It tests whether integrated or modular solutions are available and how systems contribute to a welcoming reception and separated visitor flows.
What requirements are being set for the architecture of the solution?
It is being investigated whether solutions are delivered as SaaS, on-premise, or hybrid, and whether the architecture is modular or based on microservices. The independent deployability and licensability of components such as appointments, planning, and payments is also an important point of attention.
Which technical integration and authentication requirements are important?
The solution must offer functionality via documented APIs (REST/OpenAPI) and support event-driven integration. Additionally, support for federated authentication (SAML/OpenID Connect) and integration with Microsoft Entra ID is a requirement.
What evidence of reliability and security is required?
For the assessment of suitability, evidence of reliability and security is required, including certifications such as ISO/IEC 27001 and compliance with NEN laws and regulations.
Does participation in this market consultation provide an advantage in a future procurement?
No, participation in this market consultation does not place you in an advantaged or disadvantaged position at the time a potential procurement follows.

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