Greece – Technical support services – 5/2026 ΑΝΑΘΕΣΗ ΥΠΗΡΕΣΙΩΝ ΤΕΧΝΙΚΗΣ ΥΠΟΣΤΗΡΙΞΗΣ ΚΑΙ ΠΡΟΣΑΡΜΟΓΩΝ ΠΛΗΡΟΦΟΡΙΑΚΟΥ ΣΥΣΤΗΜΑΤΟΣ ΤΟΥ ΕΡΓΟΥ «ΠΡΟΣΩΠΙΚΟΣ ΒΟΗΘΟΣ ΓΙΑ ΑΤΟΜΑ ΜΕ ΑΝΑΠΗΡΙΑ»

The objective of this contract is to provide technical support for the Operational Function of the Specialised Information System for Support, as it has been designed and beyond the pilot application of the service "Personal Assistant for People with Disabilities," and to support users at a second level of technical support throughout the duration of the application extension of the project, within the timeframe of the present contract. More specifically, according to the KYA 28458/2022 "Implementation of the Pilot Program 'Personal Assistant for People with Disabilities,'" the following information systems operate at OPEKA for the needs of the program: (a) Information Support System, which supports the operational function of the Program and specifically the process of submitting applications for the inclusion of Beneficiaries in the Program, the process of selecting them, the function of the Special Evaluation Committees of an Interdisciplinary Nature, the applications for inclusion and the function of the Personal Assistants Registry, the selection of a Personal Assistant by each Beneficiary, the monitoring and certification of the provision of Personal Assistance and the payment of the corresponding compensations, (b) Information System for the Management of the Training of Personal Assistants. The Information System for the Management of the Training of Personal Assistants covers the training needs of Personal Assistants and their completion certificates. The prospective Contractor is called upon during the present contract to provide the following services related to the Information Support System: A. Support for users of the Information Support System during the period after the end of the pilot operation and for a period of twelve (12) months, through the provision of specialized services per user category such as, 1) the authorized users of the information system who have access with administrator credentials on behalf of the involved bodies of the program, 2) the members of the special evaluation committees and 3) support for specialized requests originating from the Helpdesk of the pilot program and relating to significant technical issues faced by the beneficiaries – people with disabilities and the personal assistants. The Contractor will undertake full support for the entire duration of the application period, using the application for receiving and reporting problems through a Ticketing system as well as the special support procedure that has been created for the needs of the pilot program within the framework of the Helpdesk. The prospective Contractor will inform the Awarding Authority and the operating body of the project on a monthly basis through the creation of monthly technical support user progress reports. Additionally, the prospective Contractor will undertake the updating for the entire duration of the project of user manuals which will be available and accessible to all categories of user administrators. In parallel, the prospective Contractor must organize and implement training sessions for all the involved bodies regarding issues related to the operation of the information support system and in the creation of adaptations and add-ons as described below. A detailed description of the technical subject matter is available in the APPENDIX I - Detailed Description of the Physical and Economic Subject of the Contract. B. Service of Adaptation and Addition of the existing functionality of the Information Support System based on needs that will arise during the operation of the information system and throughout the present contract. Within this framework, the prospective Contractor will be in constant communication with OPEKA, the Operating Body of the project and the Contractor of the information system for the management of the training of personal assistants, for the immediate adaptation, upgrading and addition of functions to the existing functionality of the information system. Within the framework of the daily support of the platform, the prospective Contractor will have the ability to become aware of the deficiencies and the corrections that need to be made to the operation of the information system. In parallel, through constant communication with those involved in the application, the prospective Contractor will have the ability to collect, almost in real time, all the information for the implementation of the service of adapting the functions of the information system while, in continuation of the meetings with the bodies, being able to proceed to the required additions to the existing functionality.