PlannedServicesMarktconsultatie
SHN Client and Case Support
Stichting Slachtofferhulp Nederland · Marktconsultatie · 1 lots · 416836
5
5 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
1 criteria
Assess manuallyconfidence high
Slachtofferhulp Nederland is looking for a proven standard COTS/SaaS solution for managing client and case data. The solution must be flexibly configurable, feature embedded AI, and integrate seamlessly with various chain partners via APIs.
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 system (COTS/SaaS) for registering clients and cases, recording contact moments, and supporting work processes. The system must feature embedded AI applications, extensive configuration capabilities (low-code/no-code), and various integrations with chain partners and internal systems.
Slachtofferhulp Nederland (SHN) works with the digital Client Registration and Information System (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 this market consultation, we are asking 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 insights through this market consultation that can be used in the procurement to receive as
1SHN Client and Case Support—
02Strategic insight
Strategic insight · AI analysis
<ul Focus on a COTS solution where the emphasis lies on configuration rather than custom development in the program code. Ensure a strong substantiation of a proven track record and relevant references. Integrate embedded AI that is transparent and complies with the European AI Act. Emphasize the API-first approach for the complex integrations with chain partners such as the Police and the Public Prosecution Service.
03Points of attention
Important · 6
Configuration over customization: Adjustments to the standard model must be minimal and, if necessary, must become part of the standard product.Important
SaaS preference: SHN primarily chooses a SaaS solution, unless there are heavy considerations for on-premise.Important
AI compliance: Embedded AI must comply with the GDPR and the AI Act, and must offer the possibility to disable the AI.Important
API-first: All integrations with other systems must take place via standardized APIs.Important
Data ownership: Data remains at all times the property of SHN.Important
Accessibility: The application must be WCAG-compliant and usable for employees with visual impairments.Important
04Can I take part?
Technical · 2
Supplier must have a proven track record, with good references in the market, and proactively share knowledge and experience for the purpose of continuous quality improvement of the system.Technical
The system must be a commercial off-the-shelf product (COTS) that has proven itself both technically and functionally as a solution in the market (functionally complete and running in production without interruption for extended periods at multiple customers).Technical
Professional capability · 3
Comply with the GDPR, the AI Act, and SHN's privacy requirements.Professional capability
Comply with the WCAG guidelines.Professional capability
Comply with ISO 27001 certification (SHN is itself certified).Professional capability
05Award criteria
functional quality expectationsweight n/a
Insight into the extent to which the (non-)functional quality expectations of SHN can be fulfilled.
06Value 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.
07Likely competitors
#Likely bidderFitWins
1Afas Software B.V.SME9632×
2Centric Netherlands B.V.SME9556×
3Visma Raet B.V.SME9518×
4KPN B.V.SME9427×
5PQR B.V.SME9425×
6Conclusion B.V.SME9418×
08Tender 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
TN572271 - EFE1 Vrijwillige aankondiging van voorafgaande marktconsultatie 20260320145645pdfMar 20, 2026 · 186 KB
20260320 Bijgestelde planning Marktconsultatie SHN CenCOpdfMar 20, 2026 · 169 KB
20260320 NvI 1.1 MC SHN CenCOxlsxMar 20, 2026 · 23 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
TN572271 - EFE1 Vrijwillige aankondiging van voorafgaande marktconsultatie 20260216130501pdfFeb 16, 2026 · 139 KB
09Legal 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 462> Europese openbare procedure voor een overheidsopdracht voor diensten voor aanschaf, implementatie en het onderhoud van een E-HRMComplaint dismissed
10Frequently asked questions
What is the purpose of this phase?
The purpose is to obtain information and insights that assist in the development of the procurement for the replacement of the digital Client Registration and Information System (CRIS). This contributes to the quality of the procurement and helps in finding the most appropriate solution.
What experience is expected from bidders?
Experience is required in the implementation of digital client registration systems.
What technical capacity is necessary?
Bidders must possess the technical capacity to deliver an internationally suitable client tracking system.
Are there minimum requirements for turnover or previous projects?
No minimum requirements have been set regarding turnover or previously executed automation projects.
When is the procurement expected?
The procurement is expected to be published in the third quarter of 2026.
Automatically compiled from the official tender data and documents.
11Estimated 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