The Contract that is tendered relates to the supply, implementation and maintenance of software and hardware (pillars) for a new customer guidance and appointment system consisting of at least the following elements:

- A front and back office solution for customer guidance and making and managing appointments by residents, entrepreneurs and employees

- Online portal for making and managing appointments

- Ticket kiosks for registering on location

- Call system for guidance to the correct desk or consultation room.

The municipality of Apeldoorn wants to use the new solution to make, manage and handle agreements for purchasing products and services for:

• Desk appointments on location

• Video and call appointments

• Home visits

• Conversation on location (Samen055, healthcare providers or random address)

The municipality of Apeldoorn currently has 3 departments that use the solution:

• Customer Contact Center (KCC)

• Social Development, consisting of, among others, Loket Realisatie en Sociaal, WMO, Jeugd, Schuldhulpverlening and Inkomen

• Building and Renovating, environment desk

In the future, the OVIJ (environmental service) and employees of Stimenz, Stichting me and the CJG (Centre for Youth and Family) who work at the Samen055 district locations may also use the solution.

Residents and entrepreneurs must be able to make an appointment online 24/7. In addition, employees can also make appointments in consultation with the resident and entrepreneur or by invitation.

For customer guidance, the Municipality of Apeldoorn wants to purchase 5 registration columns, 4 of which will be used in the City Hall and 1 registration column will be used for testing and as a reserve.

Numbers

1. Average number of appointments on an annual basis: +/- 70,000

2. Number of desks and consultation rooms: 30

3. Number of users: 500

4. Number of products and services for which an appointment can be made: 75