Functional application management for civil affairs

Summary

The tender seeks one service provider for the functional management of civil-affairs applications used by the three Dutch municipalities of Barendrecht, Albrandswaard and Ridderkerk. The work includes user support, handling incidents and disruptions, application configuration, preparing, testing and implementing changes and releases, maintaining documentation, coordinating with suppliers, supporting elections, audits and quality controls, and transferring knowledge to municipal staff. Technical application and underlying infrastructure management are outside the scope. The service concerns, among others, applications related to Centric and Key2burgerzaken, IBM Cognos, e-services, customer-routing and election systems, and other civil-affairs applications. The contractor must support normal opening hours and evening services, provide assistance outside normal hours when necessary, offer 24/7 telephone availability for urgent incidents, and resolve critical disruptions within 20 minutes. Tenders will be evaluated on the basis of the best price-quality ratio: quality carries 75% and price 25%. Quality covers service quality and continuity, civil-affairs expertise, and cooperation, communication and implementation. The tender deadline is 19 October 2026 at 13:00. The estimated total value including extensions is EUR 1,175,000 excluding VAT, and at least 2% of the contract value must be used for social-return purposes.