Tenders Are Invited For User Management Service (Um-Ser)

Tenders are invited for User Management Service (Um-Ser) The User Management Service contract will encompass a comprehensive suite of offeringsdesigned to support and enhance user interactions and experience for ESA and Third PartyEO Missions.This service contract aims at integrating the User Communication and Information Portaltogether with the User Management functions, covered in the past by separate contracts,whereby ensuring autonomy to Industry in designing and using communication tools asadditional instrument to reach and stimulate a dynamic and variegated user community.The Information Portal is expected to provide seamless access to relevant content and data,Graphical and Editorial Servicesshall deliver visually engaging and professionally curatedmaterials, and finally User Experience Benchmarking Services enable performancecomparisons and insights. A dedicated User Help Desk completes the suite assisting userswith inquiries and technical support, ensuring prompt and effective resolution of issues.User Management Services will implement personalized access to tools, resources, andaccount features through the management of authorisation and authentication services withprovision of a secured User Area. The User Management service will foster a user-centricapproach that prioritizes accessibility, support, and continuous improvement driven by userfeedback.The User Management Service contract shall include the following services: Operations, maintenance and evolutions of the web services for data discoveryaccess and retrieval of Earth Observation products and information (composed byEarth Online, eoPortal, Swarm Data Handbook, EarthCARE Data Handbook, 3DVisuals and Quality Reports Advanced Search platforms). Content Management and Creation, including editorial and graphical services. Operations, maintenance and evolutions of an identity access management infrastructure with federated identity access configurations. Support to user community via a unique and integrated user help desk which serves as the single point of contact for answering to user enquiries and complaints, facilitating data access requests, monitoring and ensuring user satisfaction, and providing communications about system unavailability. The user help desk function will also provide AI powered chatbots and virtual support assistants being powered by a comprehensive and well-maintained and updated knowledgebase. Management of data access requests, assign authorisation to users for accessing restrained data, in agreement to applicable terms and condition (including quota management). Management of a large set of user profiles, including asecure and personalised self managementarea to access and manage account information, access settings and transaction history tracking support requests. By centralizing these functions, the userarea enhances convenience, engagement, and control, allowing users to efficiently interact with the system and AI powered virtual assistant while ensuring their dataand preferences are protected. User experience benchmarking services for systematic analysing and monitoring of user and stakeholder feedback (surveys and behaviour analytics) and monitor performance to help identifying strengths, weaknesses, and areas for improvement Tender Link : https://esastar-publication-ext.sso.esa.int/ESATenderActions/filter/open