PlannedServicesMarktconsultatie
SHN Client and Case Support
Stichting Slachtofferhulp Nederland · Marktconsultatie · 1 lots · 418463
4
4 of 6 core insights found
Measures presence, not accuracy · documents remain authoritative
ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline
Type
Services
72000000 · IT services: consultan
Estimated value
Not published
To deadline
Ongoing
Knock-outs
0
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence moderate
Slachtofferhulp Nederland is looking for a proven COTS or SaaS client and case system to support assistance to victims. The solution must be highly configurable, utilize modern API technology, and comply with strict privacy and AI legislation.
Services · Marktconsultatie · National procedure
CharacteristicsCPV 72ServicesClient and Case Supportcase managementCRM
01What is being requested
The assignment concerns the delivery of the SHN Client and Case Support, a primary process and client system for Slachtofferhulp Nederland. The system shall serve as a COTS or SaaS solution to support employees in client registration, case management, workflows, document management, and reporting. The solution must contain embedded AI applications and offer extensive configuration capabilities.
Slachtofferhulp Nederland (SHN) works with the digital Cliënt Registratie en Informatie Systeem (CRIS) which is due for replacement. SHN therefore intends to conduct a procurement for the replacement of this system. To prepare for the procurement, SHN wishes to consult the market. In the market consultation, we ask market parties for information that can assist us in the development of the procurement and thereby contribute to the quality of the procurement. We hope to obtain information and gain insights through this market consultation that we can use in the procurement to receive as many s
1SHN Client and Case Support—
02Strategic insight
Strategic insight · AI analysis
<ul Focus on a standard COTS product with strong configuration capabilities (low-code/no-code) to meet the requirement of minimal customization. Ensure a robust API strategy to facilitate the many necessary connections with chain partners and internal systems. Emphasize compliance regarding the AI Act and the integration of embedded AI that meets privacy requirements.
03Points of attention
Important · 6
Configuration over customization: Adjustments to the standard model may only be made if COTS functionality is demonstrably insufficient.Important
SaaS preference: SHN fundamentally chooses a SaaS solution, unless there are heavy considerations for on-premise.Important
AI compliance: New algorithms must be included in the national Algoritmeregister before the end of 2025 and comply with the European AI Act.Important
API-first: All integrations with other systems must take place via standardized APIs.Important
Data ownership: Data is and remains the property of SHN; the supplier is merely a user.Important
Accessibility: The application must be web-based and usable for employees with a visual impairment.Important
04Can I take part?
Technical · 4
Supplier must have a proven track record, with good references in the market and proactively sharing knowledge and experience.Technical
The solution must be a commercial off-the-shelf (COTS) product that is technically and functionally proven.Technical
The solution must apply WCAG guidelines.Technical
The solution must comply with the AVG, the AI Act, and the privacy requirements of SHN.Technical
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
1Afas Software B.V.SME9632×
2Centric Netherlands B.V.SME9556×
3Visma Raet B.V.SME9518×
4KPN B.V.SME9427×
5Conclusion B.V.SME9418×
6PQR B.V.SME9325×
07Tender documents
20260413 Bijgestelde planning Marktconsultatie SHN CenCO v2pdfApr 13, 2026 · 173 KB
20260413 NvI 3 MC SHN CenCOxlsxApr 13, 2026 · 20 KB
20260402 NVI 2 MC SHN CCenOxlsxApr 2, 2026 · 74 KB
TN572271 - EFE1 Vrijwillige aankondiging van voorafgaande marktconsultatie 20260402082723pdfApr 2, 2026 · 186 KB
20260320 NvI 1.1 MC SHN CenCOxlsxMar 20, 2026 · 23 KB
TN572271 - EFE1 Vrijwillige aankondiging van voorafgaande marktconsultatie 20260320145645pdfMar 20, 2026 · 186 KB
20260320 Bijgestelde planning Marktconsultatie SHN CenCOpdfMar 20, 2026 · 169 KB
20260224 Vragenformulier MC SHN CenCOxlsxFeb 24, 2026 · 16 KB
20260224 NvI 1 MC SHN CenCOpdfFeb 24, 2026 · 52 KB
TN572271 - EFE1 Vrijwillige aankondiging van voorafgaande marktconsultatie 20260218115051pdfFeb 18, 2026 · 139 KB
SHN Hoofddocument MarktconsultatiedocxFeb 17, 2026 · 193 KB
SHN Vragenlijst MarktconsultatiexlsxFeb 16, 2026 · 84 KB
08Legal themes that may be relevant here
Advies 59> Meervoudig onderhandse aanbestedingsprocedure met betrekking tot een opdracht voor de levering van postdiensten en bezorging. InAdvies 53> Europese openbare procedure voor een overheidsopdracht tot het verrichten van diensten bestaande uit (dagelijks en periodiek) scAdvies 243> Meervoudig onderhandse procedure. Dat de aanbestedende dienst met een SaaS (Software as a Service) oplossing besparingen zou kunAdvies 121> Nationale openbare aanbestedingsprocedure. Kan van inschrijvers gevraagd worden een opgave te doen van onvoorziene gebeurtenisseAdvies 475> Beklaagde, een samenwerkingsverband van gemeenten [A], [B], [C] en [D], heeft op 29 maart 2018 een Europese openbare aanbestedin
09Frequently asked questions
What is the purpose of the market consultation?
The market consultation serves to collect market insights for the final scope determination for the replacement of the current Cliënt Registratie en Informatie Systeem (CRIS). This assists in the development of a procurement that stimulates suitable bids.
When is the final procurement expected?
The procurement for the replacement of the client and case support system is expected to be carried out in the third quarter of 2026.
What technical requirements must the new system meet?
The system must meet the stated requirements for authorization, authentication, and secure data exchange. The technical scope includes, among other things, document management, Business Rules Engines (BRE), and API management.
What expertise is required for the execution of the assignment?
Expertise is required in the field of developing or implementing client and case registration systems, as well as experience with API management and realizing complex connections with external services.
Has a decision already been made regarding the final procurement?
No, the final decision to conduct the procurement and the determination of the scope will only be made after the market consultation has been completed.
Automatically compiled from the official tender data and documents.
10Estimated 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