Tenders Are Invited For It Services: Consulting, Software Development, Internet And Support – Support Services For Egov Applications And Their Authentications (Segaa)

It Services: Consulting, Software Development, Internet And Support – Support Services For Egov Applications And Their Authentications (Segaa). The Aim Of The Submission Is To Procure Customizable Support Services For A Large Number Of Authorities With Heterogeneous Needs. The Support Services Are Intended To Ensure That Citizens And Administrative Employees Receive Continuous Support When Using Egov Applications And In Particular When It Comes To Authentication (E.G. Via Agov). Procurement Model And Scope The Submission Is Designed As A Framework Contract Tender With Up To Four Tender Recipients In Order To Take Into Account The Considerable Organizational And Operational Heterogeneity Of The Various Areas Of Need. The Specific Services (E.G. Language, Media, Use Cases, Etc.) And Their Scope For Each Point Of Need Are Determined Based On The Framework Agreements Concluded With The Award Recipients And In A Mini-Tender Process. The Service Description Used For The Submission (Appendix 01) Represents The Maximum (Most Complex) Version Of The Possible Services. The Services Are Divided Into Three Main Areas: * Id 1: Onboarding: Conception And Introduction Of The Support Services. * Id 2: Support Services & Reporting: Provision Of 1St Level Support (By Telephone, Email And/Or Ticketing System) In German, French, Italian And/Or English As Well As Extensive Monthly Reporting And Management Of Steering Committees. * Id 3: 24/7 Support: Provision Of 1St Level Support According To Id 2 Around The Clock. Quality Standards And Billing The Quality Of The Service Is Measured Using Key Performance Indicators (Kpi) And Controlled Via A Bonus-Malus System. The Service Is Billed Monthly And Consists Of Fixed Basic Services, Customizable Basic Packages And Variable Costs For Support Cases. The Scope And Characteristics Of The Quality Standards And Billing Modalities Can Be Regulated Individually For Each Point Of Need. The Information Contained In The Submission Represents The Maximum (Strictest) Definition.