Denmark – IT services: consulting, software development, Internet and support – Udbud af drift, support, vedligeholdelse og videreudvikling af 112-systemet

The procurement concerns the award of a single contract for the operation, support, maintenance and further development of the 112-System. The contract also includes the development of functionality that will enable the reception and use of Real Time Text (RTT) in the 112-System. The procured supply must meet the need for secure, stable and robust operation of a critical societal system, including availability and downtime in accordance with agreed service targets. It is the client's business need that all services are delivered with high delivery security and robustness, and that the supplier demonstrates proactivity in the cooperation. The supplier must, during the transition, take over the operational responsibility for the 112-system and from the transition day deliver continuous services. Scope and context for the supply

It is the Center for Emergency Communication (CFB) in the Emergency Management Agency, which is the system owner of the 112-system, which carries out the procurement. The 112-system supports the reception of 112-calls from callers, and that alarm centres can refer callers to the authority that is relevant in connection with the caller's alarm. The 112-system handles alarm centre calls from all of Denmark with the exception of Greater Copenhagen, and also functions as a backup for the IT system that supports the reception of 112-calls from Greater Copenhagen. The 112-system communicates with a number of external systems and consists of a telephone part and an application part distributed on client and server components. The supplier must ensure that operation, support, maintenance and further development take place in a way that preserves stable and secure operation in this system context. The operation of the alarm centres (with the exception of the alarm centre in the Capital Region), including parts of the IT operation of the 112-system, has previously been handled by the National Police. Since this task has been transferred to the Emergency Management Agency, a transition out of the National Police's IT landscape, including transition out of the National Police's data centre, will take place in connection with the conclusion of a new operating contract. The subject of the contract can be described as follows:

1. Transition in

Transition in, including, inter alia, a secure and stable takeover of the operational responsibility for the 112-system, implementation of, for example, project management, transition organisation, transfer of source code and documentation, implementation of technical transition and necessary transformation, takeover of knowledge from outgoing suppliers, and establishment of the operational organisation, including establishment of cooperation with the client.

2. Operation, maintenance and support

Continuous services to the 112-system, including:

a. support, including, inter alia, responsibility for 24/7 service desk, 2nd and 3rd line support, user administration, handling of incidents, problems, service requests, according to the operational processes, in order to ensure high availability for users;

b. Operation of the 112-system, including, inter alia, server operation, network operation, and underlying operating infrastructure (e.g. cabling, physical networks, security components, cooling, power, backup) in two-centre operation on two physically separate locations in Denmark, database operation, operation of middleware, backup, restore, monitoring and logging, configuration-, patch-, and release- and deployment management, according to the operational processes, and operational reporting with high demands on uptime and downtime;

c. maintenance, including, inter alia, continuous and preventive maintenance of IT systems incl. hardware and all software, minor changes, new versions, bug fixes, release management, change management, according to the operational processes, in order to support high demands on uptime and downtime;

d. governance, including close cooperation with the client, operational processes, security services, documentation, operational reporting and correct invoicing of completed services.

3. Further development and modernisation

Development includes new development of the 112-system as well as consulting for the client in connection with development. Consulting will be in the form of consultancy assistance for use in optimising, for example, operation and maintenance as well as security in relation to the 112-system. Development will be in the form of larger independent development projects that can be initiated by the client, for example, as a result of new legal requirements.

4. Implementation of Real Time Text (RTT)

The 112-system must support text-based communication between callers and alarm operators in accordance with EU requirements and thereby especially improve accessibility for callers who cannot use traditional voice calls. As part of the contract, the supplier must therefore deliver development services that enable callers to contact the alarm centre with an RTT call from their mobile phone. Of the estimated contract value of 185 million DKK, approximately 39 million DKK is further development and implementation, including RTT.