Belgium - Information technology services, consulting, software development, internet and support

Description

This service contract aims at the conclusion of a framework agreement in the form of a joint public contract (see below) in order to benefit from IT support services.The IT support covers the call for generalist profiles (analysts, developers, testers, ...), as well as specific profiles specialized in a particular technology (CRM, ERP, GIS, ...), or in a specific business (HR, communication, innovation, ...) or specialized in a particular product (SAP, Salesforce, Cornerstone, ...). Management2. Operations3. Each theme covers several lots and each lot (the subject of which is listed in point A.1.14. Division into lots) includes several profiles.
This work package covers the management and support of the project portfolio. The objective of the lot is to:- Guarantee coordination in an objective manner;- Ensure both consistency and simplicity in the services;- Guarantee the most homogeneous management mode possible.This includes:- Supporting and monitoring the project portfolio, programs and their implementation;- Supervising and coordinating the various internal and external stakeholders, whether related to this contract or not, in order to deliver quality project services to the AP and BAP and their users;- Developing and maintaining the architecture;- Supporting change;- Continuously improving project-related processes This lot covers the management of services and support for the service catalog.the lot aims to:- Guarantee coordination in an objective manner;- Ensure both consistency and simplicity in the services;- Guarantee the most homogeneous management mode possible.This includes:- Supporting and monitoring the portfolio of services and their execution;- Supervising and coordinating the various internal and external collaborators, whether or not related to this contract, to deliver quality services to the AP, BAP and their users;- Managing the service catalog on behalf of the AP and BAP;- Continuously improving the AP and BAP products and processes. This lot covers the support to the strategy in all the fields of activities of the AP, the PAB and their customers.and has for objective to:- Give a methodological support in the various strategic trades;- Give assistance to the concrete implementation of the strategy elements.This includes:- Definition and implementation of a regional digital strategy (multi-year and multi-institutional master plan);- Regional business cases;- Definition and implementation of an enterprise strategy;- Development of enterprise architecture and architecture domains;- Steering and management of strategic portfolios (opportunities and programs). This work package covers the management of information systems security, regulatory compliance, and business continuity.1 Information systems security management:The objectives for information security management are to:- Enhance infrastructure and data security levels;- Optimize information security processes;- Provide guidance in cybersecurity and data protection.2.Regulatory compliance management: The objective of regulatory compliance is to meet the obligations imposed by the General Data Protection Regulation (GDPR) or any other relevant legislation to which the organization is subject (including, for example, E-privacy and Network and Information System Security [NIS]). Business Continuity Management: The objectives of Business Continuity Management include: - Ensuring the provision and maintenance of continuity plans (Crisis Management, Recovery and Restoration) to address major disasters that could disrupt the organization's critical business activities; - Leading the crisis management process, including the management of response, recovery and recovery activities in the event of a disaster. This lot is about the specialized realization of the software development project in the web, mobile and local domains and includes in particular the following tasks:- UX/UI design;- Support to front-end and back-end developments;- Ensure the organization, management and delivery of development projects, with a particular focus on the following aspects: o Delivery of results (tangible or intangible deliverables) within the given timeframe; o Coordination of product and service delivery in accordance with customer expectations; o Linking of all processes to optimize collaboration and satisfaction among all stakeholders; o Rigorous and efficient management of resources to maximize the value to be created; o Consistent level of quality of the project and its deliverables- Technical analysis;- Functional analysis;- Software development consisting of building computer applications in the languages and methodologies used for development. Software development goes through several stages (life cycle) such as study, design, development, transformation, maintenance and enhancement;- Software migration;- Production of mockups and other prototypes;- User experience design;- Interface design;- Software installation and configuration;- 3rd line support;- Development of unit tests and integration tests This lot has as object all the activities related to the management of IT and software operations throughout their life cycle.The lot has as objective:- To ensure the continuity of services;- To industrialize the management of the infrastructure;- The proper management of the infrastructure.Including:- User support;- Service description;- SLA/OLA definition;- Service catalog management;- Reporting;- Demand Management;- Capacity Management;- Knowledge Management;- Incident Management;- Service Request fulfillment;- Change Management;- Configuration Management DataBase (CMDB) Management;- Release Management;The contractor agrees to: - Use the hardware and software provided by the AP and the BAPs in accordance with the supplier's specifications; - Provide the knowledge, know-how and experience necessary to guarantee optimal quality of the operating services for the entire duration of the contract; - Take the necessary measures to keep this knowledge up to date throughout the duration of the contract; - Support the continuous improvement of the ICT services.- Ensure continuity of the services in the catalog -- Be able to respond to various demands such as: o Different availability requirements depending on the business need, various and varied security levels, support needs in addition to the skills of the internal PAB team o Development of services of different nature: IaaS, PaaS, SaaS infrastructure management in order to reduce costs o provide "a la carte" services according to business needs o maintain quality of service, in particular quality of support, infrastructure and data security levels, including defense against cyber attacks and 24/7 availability of critical infrastructure This lot covers all activities necessary for testing and validation of infrastructure, IT systems, software development, website development, etc. The objective of the lot is to:- Guarantee the level of expected services;- Verify and validate the developed systems;- Verify that the systems meet the required requirement levels described explicitly or implicitly in the specifications;- Ensure interoperability with external systems;- Ensure consistency across the application;- Ensure the usability of the applicationThis includes the execution of all core processes including the following activities:- Test planning and control;- Test analysis and design;- Manual test implementation and execution;- Automated test implementation and execution;- Automated test integration into CI/CD chains;- Exit criteria evaluation and reporting;- Test closure. This package covers the reinforcement and optimization of operational security. The objective is to have as exhaustive a list of services as possible in order to be able to respond to different levels of needs in terms of information security and cyber security for the public service.More specifically, the successful bidder will be required to:- Participate in a process of continuous improvement of the security of the organization's information systems;- Ensure the implementation of solutions and operational processes to guarantee data protection and the level of security of the information systems;- Ensure that the technical and technological choices of IT and business projects comply with the organization's security requirements;- Implement, administer and operate security solutions (antivirus, firewalls, IAM, etc.)Perform organizational security audits to ensure compliance with internal policies and cybersecurity regulations applicable to the organization;Perform technical security audits to assess the security of information systems, identify vulnerabilities and propose remediation actions;Implement the security incident detection and security event management service;- Ensure the adaptation, improvement of the means of prevention, detection and response to an incident;- Contribute to the definition of the organization's cybersecurity strategy and the implementation of cybersecurity solutions;- Provide training and/or awareness on regulatory, technical or operational aspects of cybersecurity;- Contribute to the development of an organization's IT disaster recovery plan and the implementation of DRP testing;- Participate in the implementation of security metrics. This package covers the specialized execution of projects in knowledge management, information flow and document management, and aims to ensure the organization, management and delivery of projects in this area.The objective of knowledge and information management is to value them as assets, in particular to:- Improve decision making;- Increase resilience;- Avoid "amnesia" and wasted efforts to reconstitute information that is already available and cannot be found;- Improve the efficiency of information retrieval activities;- Deal with the information deluge, limit entropy and saturation;- Improve the quality and relevance of exploited information. The purpose of this package covers the specialized implementation of collaboration and process automation projects and aims to ensure the organization, management and delivery of projects in this area, including: - Information flow management; - Case management. The object of this lot covers the specialized realization of projects in new technologies. This lot has the following objectives: - Support for technology & trend monitoring;- Support for the identification of partnership or innovation opportunities;- Support for the ideation process in a continuous or specific way (workshop etc.);- Evaluation, benchmarking and selection of solutions;- Drafting of roadmaps and definition of strategies;- Realization of prototypes and pilots;- Management and delivery of projects and programs;- Support for the management and maintenance of the services and products.(a) In the following domains - Big data : - These solutions aim to ingest, store, process, analyze and visualize large volumes of data, structured or not, including in real time. - These projects require expertise in cloud data platforms and big data architectures in the cloud and on premise as well as in tools for ingesting, transforming and analyzing large volumes of data - in particular : Azure, Snowflake, DBT, Databricks, Mulesoft & Kafka cloud data tools and services - IOT and Edge Computing: - These solutions aim at deploying and managing sensors interacting with their environment by collecting, processing and sharing data. The edge computing approach aims to bring together resources such as computing power and storage capacity of these IoT devices. - These projects require expertise in cloud & edge-based infrastructures as well as IOT platforms. - Data Science and Artificial Intelligence: - These techniques aim to extract knowledge and information from structured or unstructured data using scientific methods and artificial intelligence and learning algorithms - These projects require expertise in statistics, programming, machine learning and exploration of existing analysis methods. - These projects require expertise in statistics, programming, machine learning, and exploration of existing analysis methods, including parametric and non-parametric statistical methods, programming in R, Python, and SQL, and knowledge of deep learning. (b) The nature of this work package on new technologies requires the ability to accompany the AP and/or BAP in the evolution of technologies and to respond to new needs. Therefore, projects could involve other recent technologies, including: - Augmented reality, virtual reality and mixed reality;- Voice interface technologies;- Robotic process automation;- Digital twins;- Blockchain;- 3D printing;- Autonomous vehicles and drones;- ....Experience in these technologies is therefore a positive point, but the main expectation is that the successful bidder will demonstrate its ability to keep up with the evolution of technologies, to develop new skills and to develop a network of partners that will enable it to cover new needs. The object of this lot covers the specialized realization of projects in data management. The objective of this work package is the specialized implementation of projects in the field of data management, with the following objectives: - Drafting of roadmaps and definition of strategies;- Evaluation, benchmarking and selection of solutions;- Realization of prototypes and pilots;- Management and delivery of projects and programs;- Support to the management and maintenance of services and products.In the following areas: - Data governance: This is the set of rules and processes that ensure the organization, protection and management of the company's data. It aims to guarantee the quality of data and ensure its availability, ease of use, integrity and security.Data architecture: This is the set of processes that aim to organize and standardize the way companies collect, store, transform, distribute and use data.Data integration: This is the set of processes that allow the consolidation of different data sources.- Data integration: All the processes that enable the consolidation and sharing of data, resources and processes between applications - Data quality: All the processes that aim to measure and improve the state of data, including its accuracy, completeness, consistency, reliability and timeliness. - Data warehousing, the Data Lake & Lakehouse: This is the set of processes for collecting, organizing and managing data, structured or unstructured, from disparate data sources in a central repository. - Business intelligence & data analysis: All the processes, tools and practices that transform data into information and support decision making. This lot covers the realization of specialized SAP ERP projects in the fields of HR, Finance, Logistics, etc...., on the one hand on the regional SAP HANA platform, a mutualized platform (1 client, multiple company codes for the various clients (15 to date but expanding) and on the other hand for solutions specific to certain PABs.Its objective is to:- Ensure the organization, management and delivery of projects in this area;- Ensure the operation of the infrastructure and application and implement new projects from the collection of requirements to the implementation of projects and the operation of infrastructure and configuration of applications;- Ensure the consulting activities in the broadest sense of the term of the ERP SAP S4/HANA and its various modules (Finance and budget, HR, supply chain, project management, services, purchasing processes and stocks, sales processes, EAM, real estate management, reporting, etc..This includes: - Data Lifecycle Governance; - Data Architecture; - Data Integration; - Data Quality; - Database Administration; - Storage; - Backup and Restore; - Data Center and Data Warehouse (Data Lake) including SAP BW and BW4/HANA; - Database Management System (DBMS) including SAP HANA.) This package covers the realization of specialized ERP projects in the fields of HR, Finance, Logistics, etc., and in MS Dynamics technology.The objective of this lot is: - To ensure the organization, management and delivery of projects in this field - To ensure the operation of the infrastructure and the application and to implement new projects from the collection of the needs to the implementation of the projects and the operation of the infrastructure and the configuration of the applications - To ensure the consulting activities in the broadest sense of the term of an ERP : Dynamics AX2012 or Dynamics 365 and their various modules (Finance and Budget, HR, Sales and Marketing, Project Management, Services, Purchasing and Inventory, Supply Chain, Reporting, etc....): o Analysis (business, functional, technical) o Architecture o Development, o Configuration o Implementation o Testing o Documentation o Coaching and training o Project management (management and direction) o Installation and management of systems o Evolutionary, adaptive, corrective maintenance o Innovation o Security of the applicationo Support of existing applicationso ... Including: - The complete technical architecture of the concerned platform;- Data lifecycle governance;- Data architecture;- Data integration;- Data quality;- Database administration:- Storage;- Backup and recovery;- Data Center and Data Warehouse;- MS SQL Server database management system;- The complete SharePoint platform used for the Dynamics AX Portal and the document management related to the Dynamics application as well as Nintex Workflows This package covers all the activities of map data enhancement, from the creation of the map to the complete development of GIS applications. The whole development process is covered by this package, namely : - Project management;- Functional audit, functional analysis;- Technical audit, technical analysis and definition of the architecture;- Developments;- Tests;- Deployment;- Maintenance and updating;- Training.The objective of this lot is to provide specific services to the GIS, either in "project management" mode, or on a particular point requiring expertise (for example: support for the creation of maps, data publication, development of QGIS plug-ins, audit and improvement of existing systems, etc.). These services will be provided in collaboration with the project manager and/or the technical teams in place, and on the structures (servers, etc.) and internal systems of the organization, when it has them. This lot covers all the activities that allow the management and processing of spatial data, the constitution of basic data, the maintenance and improvement of spatial databases. Other activities also concern the provision of web services based on certain data, such as UrbIS (WMS UrbIS services, API UrbIS, geocoding web services, reverse geocoding, proximity search, etc.). The activities covered by this lot are: - Project management - Functional audit / Functional analysis - Technical audit, technical analysis, data modeling and architecture definition - Database administration - Tests - Deployment - Maintenance and updating The objective of this lot is to provide spatial services, either in "project management" or audit mode, or on a particular point requiring expertise (e.g. spatial DB management, storage improvement, performance, historization, backup and restore, ...). These services will be carried out in collaboration with the project manager and/or the technical teams in place, and on the infrastructures (servers, etc.) and internal systems of the organization when it has them. This lot covers the realization of specialized Salesforce CRM projects in the areas of customer relationship management (customers, citizens, companies, etc.), contact management, communication management, request management, etc.The objective of this lot is:- To ensure the organization, management and delivery of projects in this area;- To ensure the operation of the application and implement new projects: from the collection of needs to the implementation of projects and the operation and configuration of applications;- To ensure the consulting activities in the broadest sense of the term of the Regional CRM and its various modules (Sales Cloud, Service Cloud, Experience Cloud, Mulesoft integration solution, reporting & dashboarding, etc.....): o Analysis (business, functional, technical) o Architectureo Developmento Configurationo Implementationo Testingo Documentationo Coaching and trainingo Project management (management and direction) o Installation and systems managemento Release managemento Test automationo Integration and continuous deploymento Monitoring o Evolutionary, adaptive, corrective maintenanceo Innovationo ... This work package covers the execution of specialized HR Soft projects and support engagements based on Cornerstone, including but not limited to the following modules:- Core HR;- Learning Management System (LMS);- Talent Aquisition (ATS);- Performance Management;- Analytics and Reporting;- Integration and APIThe purpose of the package is to:- Organize, manage, and deliver projects in this area;- Operate the application and implement new projects, from requirements gathering to application go-live;- Perform consulting activities on the Cornerstone product;- Support and evolve the application. The entire deployment process chain and support is covered in this package, including: - Project management;- Analysis (business, functional, and technical);- Architecture;- Parameterization;- Application configuration;- Implementation;- Report development;- Test plan development and testing;- Deployment;- Maintenance and upgrade, including impact analysis of new releases;- Documentation;- Training and coaching;- System administration;- Support (business, functional, and technical). This package covers the realization of public procurement procedures, including the overall management of the different IT-oriented procurement processes (from requirements gathering to project implementation and execution monitoring). Although the IT orientation is not direct for the "business" lots, it can concern the business, the consultant, or the target audience. This package covers specialized project delivery in the areas of communication and marketing in the public sector. This package covers the specialized realization of projects concerning HRM and collaborators in the public sector and supporting technologies in this field. The IT orientation can concern the business, the consultant, or the target audience.This lot has for objective:- The realization of the processes related to the HRM business (Human Resources Management), including the global management of the various processes from the capture of the needs until the end of the execution of the project or the mission (recruitment, training, evaluation, management of competences and careers, reporting, classification of function, payroll and administration, HRM projects strategy, Change management, NWOW (New Way Of Working), etc.). This lot covers the specialized realization of projects in innovative technologies such as Service Design, innovation ecosystems and methods of "Sandboxing" of technological solutions.this lot has as objective to acquire at the regional level capacities in service design and co-creation of solutions with a technological component.Service design has as a primary goal the improvement of a user experience and implies an understanding and a reconfiguration of internal and external resources and tools.the goal of this work package is to give access to this expertise in the field of service design to carry out consulting missions or to carry out transformation projects in and for Brussels administrations. This lot covers the specialized realization of projects concerning the "New Ways of Working" (NWoW) in the public sector and the supporting technology in this domain. This lot aims at appointing (private) partners in the domain of Bricks (workspace design) and Behavior (change management and coaching of teams in the adoption of new work habits). The Bytes domain will be covered by the CIRB and IRISnet srl. The Region aims to facilitate these evolutions and help Brussels public organizations to modernize their work environment.The CIRB is therefore proposing the implementation of a NWoW service offer that is integrated in the regional service catalog and that has the particularity of:- offering pragmatic solutions that integrate the 3 domains of Bricks, Bytes, Behaviours;- calling upon the competences of various regional (CIRB, IRISNET, ERAP, Talent.In recent years, NWoW projects have been carried out in the Brussels Capital Region. In recent years, NWoW projects have been successfully completed in the Brussels Capital Region and other projects are underway or in preparation. Until now, these projects have been carried out in a scattered manner. Some lack (have lacked) an integrated vision and leadership. Others have suffered from a lack of skills in certain areas (project/program management, change management), hence the need for overall coherence and a structured service offer that can be rapidly activated in the different areas of the NWoW.The new ways of working (NWoW) include all the new ways of working and interacting between colleagues, between institutions and with the citizen. They incorporate dimensions related to buildings (Bricks), technologies (Bytes) and behaviors (Behaviours). On the Brussels scale, the NWoW concept can be broken down as follows: o A thorough digitization of the way we work; o A modern and flexible workplace that supports and facilitates work processes; o A results-oriented management and a culture based on trust and responsibility.

Opportunity closing date

25 January 2023

Value of contract

more than £50m