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Case System, DMS and Omnichannel Solution
Zaaksysteem, DMS en Omnichannel Oplossing — original title
Your path to submission
- Deadline: 6 November at 12:00 — 5 days left.
- You submit on TenderNed — not here and not by e-mail. ↗ Submission via TenderNed with an eHerkenning account — issuance for foreign firms can take time; apply early. Sort out account and signature first — not on submission day.
- Offer and evidence in: Dutch.
- Collect your evidence — the eligibility requirements are listed on this page; for many of them the analysis explains how to obtain them.
What the buyer is looking for
The NZa wants to replace the current, on-premise environment with a modern, cloud-based and modular information provision based on Software as a Service (SaaS). The continuity of the technical management of the current environment is no longer guaranteed after the expiry of the existing management agreement, so that timely go live of the new Solution is necessary for the continuity of the business-critical, primary processes of the NZa. The desired Solution consists of three coherent but separate lots: a Case System, a Document Management System (DMS) with Record Management functionality, and an omnichannel solution for bundling customer contact. With this, the NZa wants to support case-oriented work, file creation, archiving and customer contact through multiple channels in an unambiguous and structured manner, with a sustainably accessible and reliable information system that is…
Show full description
… tailored to the processing of sensitive personal data. · The core of this tender is the new case system, with which the NZa works case-oriented. See documents · When dealing with cases, the NZa processes many documents. This includes both documents that are sent by e-mail, for example, but also physical documents that enter via the scanning street. Keeping and managing information in good, orderly and accessible condition requires a DMS. · The NZa has multi-channel customer contact. Mail, telephony, online forms and chat. To ensure that we can optimally serve our customers, it is important to bundle information from these different channels. An Omnichannel solution must offer a solution here.
Contract
Type of service
Selection criteria — in the procurement documents
The buyer states in the notice that the selection criteria are in the procurement documents (link on this page), not in the EU form. The document analysis below extracts them from there — bid and evidence in Dutch.
Tender documents — direct download
Who has won at this buyer so far
Across all contract types of this buyer — not just this sector. A city buys software and fire engines through the same purchasing office.
| Company | Awards | Period |
|---|---|---|
| IJK B.V. | 1 | 2026 |
| Shuttel B.V. | 1 | 2025 |
How often this buyer tenders this kind of work
Tactics
When contracts were awarded in this country and sector, usually only one or two bids came in. A solid bid has a real chance here. (Based on 1,619 completed awards — not a statement about this procedure.)
This procedure allows 11 days between publication and deadline — typical in this country is 48 (median of 2,911 procedures). Much tighter than usual: the first week counts.
Foreign bidders
In the Netherlands · IT services, 130 contracts went to foreign companies over the last 3 years (of 1,961 recorded awards) — mostly from Germany, France, Belgium.
Submission language: Dutch.
How to bid
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