Danemarca – Servicii IT: consultanţă, dezvoltare de software, internet şi asistenţă – Udbud af kontrakt om drift, support og vedligeholdelse af Veteranassistenten

I – Context and Purpose

Forsvarsministeriets Materiel- și Indkøbsstyrelsen (FMI) award a contract for the procurement of operation, support and maintenance of Veteranassistenten with associated Ordering 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 Forsvarets Veterancenter and functions as a central administrative tool in the treatment-supporting effort for soldiers, veterans and their relatives after completed deployment. Forsvaret has a need to operate Veteranassistenten in an external operating 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 Ind)

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

B) Continuous Services (Operation, support and maintenance)

The Supplier shall, from the Transition Day, ensure the continuous operation of Veteranassistenten, including Application and infrastructure (collectively referred to as "the System"). The operation includes, among other things, application operation, including the commissioning of new versions and releases to the extent that such constitute ordinary maintenance-, security- or error correction updates or otherwise are 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 made available from the Supplier's or its Subcontractors' 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 and 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 make a Single-Point-of-Contact (SPOC) available to the Customer as a contact point. Forsvaret 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 commission security updates and new patches for updating the Application. The Supplier shall also maintain and update the Documentation.

C) Ordering Services

The Supplier shall, at the request of Forsvaret, deliver Ordering Services, including further development services and consultancy services, including assistance with, for example, further development/setup of a development and test environment, assistance with security assessments, advice, training, etc., which have a natural connection to the Contract's purpose and the 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 the Initial Services, Continuous Services and Ordering Services, respectively.

E) Transition Ud and termination services

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