Customer guidance system for the Municipality of Den Helder

Summary

The tender concerns the supply, implementation and service of a customer guidance system for the Municipality of Den Helder. The solution must cover customer guidance, online appointment booking, payment processing, and management information/reporting. The contract is awarded as one integrated solution, not split into lots, and the solution must be compatible with the municipality’s existing hardware. The bidder must take into account that the software must be a SaaS solution, the user interface must be web-based, and the system must support the Dutch language. There are also requirements on security, logging, backups, data protection and exit arrangements. Prices must include all costs; SMS costs are outside the scope. An optional personnel planning function may be priced separately. To participate, the bidder must submit the ESPD, a Chamber of Commerce extract, signed acknowledgements, a reference, declarations for consortium or subcontracting if applicable, the pricing sheet and quality responses. The bidder must have a similar reference with at least 35 users for both customer guidance and payment solutions, with a yearly value of at least EUR 18,000 and not older than 3 years. An ISO 9001:2015 or equivalent quality system and liability insurance of at least EUR 1,000,000 per event are also required. Award criteria are price and quality. Quality is assessed on the implementation plan, future-proofing and integration capability, sustainability, and the presentation/demo. The machine-readable notice did not include all precise exclusion grounds or technical details; these must be checked in the tender documents.