AwardedServicesEuropeanOpen
Technical ICT management (Azure, MS365, workstation management and end-user services)
Veiligheidsregio Haaglanden · Open · 1 lots · 390428
3
3 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
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence moderate
This document is a service level report from KPN for Veiligheidsregio Haaglanden regarding the month of August 2025, in which performance on various ICT processes is shown.
Services · Open · European procedure
European
CharacteristicsCPV 72ServicesEU tender
01What is being requested
The assignment concerns the technical ICT management for Veiligheidsregio Haaglanden, whereby the current performance of the service provider is reported on processes such as incident, change, and problem management.
VRH is looking for a service partner for the execution of the Technical ICT management. This management consists of the following five components: 1. Management of Azure and Microsoft 365 environment; 2. Workstation management; 3. End-user services; 4. Process control and monitoring; 5. Optional advisory and support. VRH remains responsible for the direction and policy of the total ICT of VRH. Various external partners are involved in this. Together, this must ensure a continuously stable, future-proof, functional and secure ICT provision that complies with laws and regulations, fitting the
1Technical ICT management VRH—
02Outcome
Awarded
PROACT Netherlands BV
Bidders
6
03Strategic insight
Strategic insight · AI analysis
Focus during service delivery on achieving the SLA targets for incidents and information requests. Ensure a low response time for telephone accessibility to meet the stated requirements. Closely monitor the first contact resolution to guarantee the quality of the service desk.
04Points of attention
Important · 3
The SLA targets for incident management and RFIs are set at 80.0%.Important
For telephony, a target of 60 seconds applies for the average response time.Important
The true abandon rate for telephony has a target of 5.0%.Important
05Exclusion 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).
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.
07Bidders in this segment
#Likely bidderFitWins
1PQR B.V.SME10025×
2Visma Raet B.V.SME10018×
3Bechtle direct B.V.SME10025×
4COMPAREX Nederland B.V.SME10030×
5Centric Netherlands B.V.SME9956×
6Afas Software B.V.SME9932×
08Tender documents
TN542641 - EF29 Aankondiging gegunde opdracht - algemene richtlijn, standaardregeling 20260115090847pdfJan 16, 2026 · 142 KB
Nota van inlichtingen IIpdfNov 3, 2025 · 207 KB
Bijlage NvI1 Overzicht applicatiesxlsxSep 26, 2025 · 34 KB
Nota van inlichtingen IpdfSep 26, 2025 · 383 KB
Bijlage NvI1 Maandrapportage VRH augustus 2025pdfSep 26, 2025 · 361 KB
Bijlage NvI1 VRH Service Level ReportpdfSep 26, 2025 · 3087 KB
Bijlage 5 PrijzenbladxlsxAug 29, 2025 · 20 KB
Bijlage 3 Standaard verwerkersovereenkomst gemeentenpdfAug 29, 2025 · 508 KB
TN542641 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20250827133457pdfAug 29, 2025 · 9 KB
Bijlage 4 Inkoopvoorwaarden (VNG)pdfAug 29, 2025 · 1183 KB
Aanbestedingsdocument Technisch ICT beheer VRHpdfAug 29, 2025 · 876 KB
Bijlage 2 Conceptovereenkomst Technisch ICT beheerpdfAug 29, 2025 · 285 KB
09Legal themes that may be relevant here
Advies 53> Europese openbare procedure voor een overheidsopdracht tot het verrichten van diensten bestaande uit (dagelijks en periodiek) scAdvies 428> Beklaagde heeft een Europese openbare procedure aangekondigd voor een raamovereenkomst voor diensten voor het inhuren van materiAdvies 475> Beklaagde, een samenwerkingsverband van gemeenten [A], [B], [C] en [D], heeft op 29 maart 2018 een Europese openbare aanbestedinAdvies 59> Meervoudig onderhandse aanbestedingsprocedure met betrekking tot een opdracht voor de levering van postdiensten en bezorging. InAdvies 63> Meervoudig onderhandse aanbesteding voor het reinigen van wegen, straten en pleinen. Kan bij gunning op laagste prijs de indieni
10Frequently asked questions
What are the specific components of the technical ICT management?
The management consists of five components: management of the Azure and Microsoft 365 environment, workstation management, end-user services, process control and monitoring, and optional advisory and support.
What is the intended duration of the agreement?
The agreement for the technical ICT management is entered into for an indefinite period.
What is the role of the service partner in relation to Veiligheidsregio Haaglanden?
The service partner executes the technical ICT management, while Veiligheidsregio Haaglanden remains responsible for the direction and policy of the organization's total ICT.
What responsibilities does the service partner have regarding dynamic changes?
The service partner is expected to adapt to dynamic factors such as technological developments, the degree of automation, the organization, and laws and regulations, and to provide advice on these matters.
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