Queue management and appointment-booking software for Calp’s Citizen Service Office

Summary

The Municipality of Calp is procuring software for its Citizen Service Office to manage appointments and service queues and produce statistics on usage, waiting times and service times. The solution must support at least 11 service counters; different service matters and their routing; priorities; multiple matters in one visit; configurable tickets, including appointment tickets with a QR code; a daily limit on tickets issued to visitors without appointments; queue-status screens capable of displaying multimedia; multiple offices and calendars; and appointment booking based on working days. The contract covers licences, new software versions, corrective maintenance, and assistance and support. If the bidder offers an alternative to the software currently in use, it must provide user training: 4 hours per user, at least 12 hours in three four-hour sessions. Licences and any required training must be supplied within two months of contract formalisation; licences, maintenance and support remain in force until 31 December 2029. Bids must be submitted electronically and include a signed responsible declaration and a total price not exceeding €7,400 including VAT. Price is the sole award criterion and is worth 100 points. The submission period is 10 working days from the day after publication of the contract notice. The contract is not divided into lots. Tenderers must have the required legal and business capacity and be registered in the official tenderer register or have applied for registration before the submission deadline. No minimum turnover or prior-experience threshold is specified. Tenderers must declare that they are not prohibited from entering into public contracts and must comply with data-protection, employment and social requirements. If the contract involves processing personal data, the bidder must provide information on server locations and, before contract formalisation, prove that the servers providing the service are located in the European Union. The contractor must implement measures promoting gender equality and work-life balance and report on compliance every six months.