Denmark – IT services: consulting, software development, Internet and support – Udbud af kontrakt om infrastrukturdrift mv.

Background: The Agency for Digitisation is procuring a Contract for infrastructure operation etc. for the NemLog-in Application, the Agency for Digitisation's selected support systems and, in the future, the AltID Application, as well as potentially other Applications within these areas. According to LBKG no. 333 of 19 March 2025, the Agency for Digitisation makes NemLog-in available to public authorities, public-law bodies and legal entities, and the Agency for Digitisation is responsible for ensuring the development, operation, management and maintenance of NemLog-in. The Contract is therefore intended to support the Agency for Digitisation's continuation of the NemLog-in Application. The Ongoing Services to be provided under the Contract aim to support joint public, national IT solutions that affect a large number of Danish natural and legal persons. Among these, the NemLog-in Application, which is covered by the Contract, has high societal criticality due to its central importance to Digital Denmark. The Agency for Digitisation therefore wishes, among other things, to achieve secure, stable, up-to-date and cost-effective IT operations with flexibility for scaling up and down. The Contract therefore sets high requirements for availability, scalability, flexibility and security. The procurement of the Contract is carried out in close connection with the Agency for Digitisation's forthcoming procurement of a contract for maintenance, management and further development etc. of the NemLog-in Application. The Agency for Digitisation wishes the Service Provider to enter into close and dynamic cooperation with the Agency for Digitisation and the future Main Supplier as well as potentially other Application Suppliers. The Service Provider is therefore to provide its Services in close collaboration with the Agency for Digitisation and the Main Supplier, including in connection with the transition and commissioning of the NemLog-in Application on the Infrastructure, participation in relevant cooperation forums as well as handling of operational disruptions and Incidents. The Infrastructure must support a multi-tenant principle, so that several Tenants can operate autonomously and isolated without access to each other's resources in the Infrastructure. Upon later connection of other Applications, the Service Provider is to provide the Contract's Services in close collaboration with the relevant Tenants and their Application Suppliers in a similar manner.

Main Services:

1) ESTABLISHMENT Establishment of the Infrastructure in four deliveries: 1) Infrastructure for the Customer's Shared Support Systems in its own Tenant, 2) Infrastructure for development environments in the NemLog-in Application's Tenant, 3) Infrastructure for test environments in the NemLog-in Application's Tenant and 4) Infrastructure for staging and production environments, including extensive secure zones for the NemLog-in Application's Tenant, as well as takeover of knowledge from the Outgoing Supplier and participation in project management and relevant cooperation forums.

2) ONGOING SERVICES

a. Infrastructure operation, including IT operation of the Infrastructure, including hardware, network, storage, software, incl. operating systems, monitoring as well as handling of service requests. The Service Provider is responsible for effective and stable infrastructure operation, including configuration and patch management, with a view to supporting high requirements for availability, scalability and flexibility. The Service Provider is also to provide network operation related to the Infrastructure, including establishment, operation and maintenance of network connections, routing, segmentation, traffic management and internet access. The infrastructure operation will be scaled up/down during the Contract period, among other things, as a result of changed usage patterns, changed technical requirements and/or commissioning of new Applications.

b. Support and operational monitoring, including provision of support services in the form of 3rd-line support and hypercare to Actors in the Contract's cooperation organisation and to the Applications operated in the Infrastructure, establishment and operation of an operational monitoring unit to respond to security incidents and critical operational disruptions in the Infrastructure and Applications.

c. Compliance, including assistance with the Agency for Digitisation's own audits, compliance assessments regarding trust services and statements of compliance regarding security requirements, the Service Provider's responsibility for carrying out and declarations from its own audits regarding security requirements as well as necessary revision.

3) ORDER SERVICES, including consultancy and standard order services as well as an option for a third data centre.

4) CONTINUOUS SERVICES, including security, reporting, Documentation as well as quality assurance and testing.

5) TRANSITION OUT AND OTHER TERMINATION SERVICES, including in connection with handover, upon contract termination or possible transfer of responsibility for the Services to the Agency for Digitisation's new supplier.