Denmark – IT services: consulting, software development, Internet and support – Udbud af kontrakt om drift, support og vedligeholdelse af Veteranassistenten

I – Background and Purpose

The Danish Defence Acquisition and Logistics Organisation (FMI) is awarding a contract for the procurement of operations, support and maintenance of Veteranassistenten with associated Order Services. Veteranassistenten is a digital solution available as both a web platform and a mobile app. Veteranassistenten is used by veterans, soldiers and relatives when contacting internal and external handlers at the Danish Defence Veteran Centre and functions as a central administrative tool in the treatment-supporting efforts for soldiers, veterans and their relatives after completed deployment. The Danish Defence has a need to operate Veteranassistenten in an external operations centre. Veteranassistenten contains, among other things, health data, and the operation must therefore be carried out with an appropriately high level of security. Veteranassistenten currently has approximately 329 Users at the time of contract award. The number of Users is expected to be able to increase during the contract period.

II – Main Services

The contract includes the following main services:

A) Initial Services (Transition In)

The Supplier shall, in Transition In, among other things, take over Veteranassistenten from the existing suppliers, as it exists at the time of the Contract award (1:1), including carrying out data and documentation migration. The Supplier shall, in this connection, establish Veteranassistenten in a new, combined on-premise operating environment with the Supplier with a view to being able to deliver Ongoing Services to a combined System from the transition day. The Supplier shall also establish a number of operating components to support the Ongoing Services, including secure file transfer, operating systems etc., see the Contract's Annex 5 (Operations, support and maintenance (Ongoing Services)). Furthermore, the Supplier shall carry out project management as well as plan and carry out knowledge transfer meetings.

B) Ongoing Services (Operations, support and maintenance)

The Supplier shall, from the Transition Day, ensure the ongoing operation of Veteranassistenten, including Application and infrastructure (collectively referred to as "the System"). The operation includes, among other things, application operation, including implementation of new versions and releases to the extent that these constitute ordinary maintenance, security or error correction updates or are otherwise necessary to ensure the continued operation, support, security and compatibility of the Application, as well as database administration, backup of the Application and monitoring, and infrastructure operation, where the infrastructure is provided from the Supplier's or its Sub-suppliers' locations and operating centres. The System shall consist of two environments (pre-prod/prod) with the possibility of ordering the setup of a development and test environment when ordering further development services. The infrastructure operation includes, among other things, monitoring, system backup as well as configuration and capacity management. Support includes, among other things, 2nd and 3rd level support within Agreed Working Hours in the form of incident and problem management. For Incidents in category 1 (Critical), the Supplier's support obligation applies around the clock. The Supplier shall provide a Single Point of Contact (SPOC) for the Customer as a contact point. The Danish Defence will itself be responsible for 1st level support, including general end-user support, initial visitation and redistribution of reported incidents to the Supplier. Maintenance includes, among other things, corrective and preventive maintenance of the Application, including in the form of error corrections and delivery of new releases and new versions etc. The Supplier shall deliver and/or implement security updates and new patches for updating the Application. The Supplier shall also maintain and update the Documentation.

C) Order Services

The Supplier shall, at the request of the Danish Defence, deliver Order Services, including further development services and consultancy services, assisted by, for example, further development/setting up of a development and test environment, assistance with security evaluations, advice, training etc., which have a natural connection to the Contract's purpose and Services covered by the Contract.

D) Cross-cutting Services and governance, including documentation, security, quality assurance, personal data, reporting and testing. Cross-cutting Services are delivered as an integrated part of Initial Services, Ongoing Services and Order Services.

E) Transition Out and termination services

The Supplier shall assist with Transition Out and other termination services.