The CAK (Centraal Administratie Kantoor) has published an open tender for the handling of customer contacts with citizens. The objective was to contract two contractors for the outsourcing of a portion of the customer contacts. To date, only one contractor has been contracted, meaning the objective has only been partially achieved. The CAK plans to issue a new tender in March 2023 to select a second contractor after all, in order to ensure the continuity of service to citizens. The new tender will include changes that better align with the market and stimulate more bids, including adjustments to the suitability requirements, the ceiling rate, indexation, and the bonus-malus scheme. This tender concerns a services contract, aimed at improving customer contact handling and optimizing service quality.
Services · Open · European procedure
01What is being requested
The CAK (Centraal Administratie Kantoor) has published an open tender for the handling of customer contacts with citizens. The objective was to contract two contractors for the outsourcing of a portion of the customer contacts. To date, only one contractor has been contracted, meaning the objective has only been partially achieved. The CAK plans to issue a new tender in March 2023 to select a second contractor after all, in order to ensure the continuity of service to citizens. The new tender will include changes that better align with the market and stimulate more bids, including adjustments to the suitability requirements, the ceiling rate, indexation, and the bonus-malus scheme. This tender concerns a services contract, aimed at improving customer contact handling and optimizing service quality.
The CAK aimed to contract two Contractors through this tender, to whom the CAK can outsource a portion of the customer contacts with citizens. This objective has only been partially achieved, as only one contractor was contracted. In March 2023, the CAK will publish a new tender to contract a second contractor after all, to ensure the continuity of service to the citizen. In the newly to be published tender, the CAK will implement changes to better align with the market and to receive more bids. The changes are expected to relate to: the suitability requirements, the ceiling rate, indexation,
02Exclusion grounds
- 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).
03Value in context
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.
04Likely competitors
05Legal themes that may be relevant here
06Frequently asked questions
What was the objective of this tender?
Has the objective of the assignment been fully achieved?
What are the plans for the follow-up procedure?
Which changes are being implemented in the new tender?
Automatically compiled from the official tender data and documents.
07Estimated value versus the market
€ 200K
€ 640K
€ 3,0 mln
Gegunde waarden in CPV 79 · diensten n=4949