Carpool app Zuid-Nederland

The contract is scheduled to commence on November 23, 2026, and its initial term will last approximately 13 months, concluding on December 31, 2027. The agreement includes an option for extension, allowing for three renewals, each for a duration of one year, under the same terms and conditions. If all extension options are exercised, the service agreement will legally terminate on December 31, 2030.

Key milestones and phases include:

• An annual decision on whether to proceed with the extension option, which is made in October of the year prior to the extension.
• Other implementing organizations have the opportunity to join the service agreement until December 31, 2027. Organizations wishing to join must provide written notification at least three months before their intended accession date.
• In the final two months of the agreement, the contractor is required to inform users and affiliated organizations about any new supplier and the process for transitioning.
• Upon the agreement's conclusion, the contractor must provide a current exit plan detailing agreements on data transfer, migration, support, and communication.

The core scope of work for this tender is to establish a service agreement with a single contractor for the realization of an open carpool network for travelers to and from the regions of Noord-Brabant and Limburg. This network will be supported by a carpool application and a targeted activation strategy aimed at employers, healthcare institutions, and educational institutions. SmartwayZ.NL is executing this tender on behalf of five implementing organizations (Trendsportal, Midden-Limburg Bereikbaar, Zuid Limburg Bereikbaar in Limburg, and Brainport Bereikbaar, Brabant Bereikbaar in Noord-Brabant) to achieve a uniform approach and economies of scale. The Province of Noord-Brabant acts as the lead for SmartwayZ.NL.

The contractor's responsibilities include the delivery, management, and further development of the carpool application, along with the necessary operational services to drive usage, adoption, and network formation. This encompasses technical exploitation, support for users, handling disruptions, complaints, operational incidents, activation, onboarding, monitoring, and reporting. The contractor is also responsible for communication and promotional materials directly related to the service's use, onboarding, and activation. Additionally, the contractor is co-responsible for actively engaging users in the carpool network, which includes promoting continued use and implementing measures when activity declines.

Core deliverables and expected outcomes include:

• The delivery and ongoing management and development of the carpool application.
• Operational services covering user support, activation, onboarding, monitoring, and reporting.
• Communication and promotional materials to support the service.
• A coherent plan of approach describing how the contractor will execute the assignment and contribute to quality objectives.
• Successful implementation and rollout of the service, including support for the implementing organizations.
• Phased introduction of the service to employers, accounting for regional and organizational differences.
• Measures to ensure the carpool network's continuous growth and maintenance, and actions to address declining activity or potential misuse of driver compensation.
• Provision of weekly insights to implementing organizations on passenger trips, user base, and measured behavioral changes within their respective areas.
• Monthly overviews of support queries, complaints, incidents, and fraud alerts, including their status and resolutions.
• Support for measuring user experience and changes in travel behavior through surveys.
• The capability to export anonymized trip data for evaluation and research purposes upon request.
• Implementation of fraud detection and prevention measures for driver compensation, ensuring traceability and verifiability of controls and decisions prior to payment.

The agreement has an initial duration of approximately 13 months, from November 23, 2026, to December 31, 2027, with the possibility for individual implementing organizations to extend it three times for one year under the same conditions.