Case Management System, Document Management System and Omnichannel Solution

Summary

The tender concerns a modern, cloud-based and modular Software-as-a-Service solution to replace the contracting authority’s current on-premises environment. It is divided into three lots: a case management system, a document management system with records-management functionality, and an omnichannel solution for consolidating customer contacts. The estimated total value is EUR 2,500,000: EUR 2,200,000 for the case management system and EUR 200,000 for each of the other two lots. The planned contract period is 2027–2030, with up to four extensions of 24 months. The solution must support structured case handling, document creation and archiving, and customer communication across multiple channels, including the processing of sensitive personal data. Offers must be submitted electronically by 22 October 2026 at 10:00 UTC; the tender validity period is 90 days and electronic invoicing is required. The award may cover a maximum of three lots.