1101479186 Escribas

The contract has an initial duration of 12 months, with a planned end date of October 31, 2027. It can be extended for an additional 12 months. The start date will be determined on the day stipulated in the contract.

Key milestones and phases of the contract include:

• Phase 1. Planning and Design (Month 1): This phase involves defining success criteria, coordination protocols, key performance indicators (KPIs) for implementation and operation, incident and risk management procedures, and the detailed design of the tool's configuration and parameterization.
• Phase 2. Deployment to CSIRs (Months 2-4): This phase entails a staggered deployment across 27 CSIRs, with specific plans for each center. The deployment to all centers is expected to be completed by the end of the fourth month.
• Phase 3. Operation, Monitoring, and Closure (Months 4-12): This phase includes continuous service operation with KPI monitoring, ongoing optimization based on actual usage, post-implementation impact tracking, management and validation of versions and change requests, monthly status reports, verification of defined objectives, a final project closure report, and a service handover plan.

The core scope of work for this tender involves providing an AI-based voice transcription agent service, delivered in a Software as a Service (SaaS) model. This service is intended to support primary care consultations at the Integral Health Reference Centers (CSIR) of the Catalan Institute of Health. The scope explicitly includes the implementation, integration, functional and technical support, training, maintenance, updating, and ongoing evolution of the solution throughout the contract's duration.

The Statement of Work (SOW) is structured into three main phases with specific deliverables:

1. Phase 1: Initial Planning and Design (Month 1): This phase focuses on defining expectations, risks, success criteria through workshops with clinical and technical stakeholders. It also includes establishing coordination and communication protocols, setting Key Performance Indicators (KPIs) such as transcription accuracy, report generation time, reduction of administrative burden, and satisfaction of professionals and patients. Furthermore, it involves defining incident and risk management procedures and detailing the configuration and parameterization of the tool for each professional category within the CSIRs. Key deliverables for this phase are the project plan, a catalog of indicators, templates for each professional category, and the incident management procedure.

2. Phase 2: Deployment to CSIRs (Months 2-4): This phase entails the staggered deployment of the solution across 27 CSIRs, with the goal of full deployment by the end of month 4. It also covers the implementation of an orderly transition plan to minimize disruption to care activities, the consolidation of the maintenance and support model, and adaptation to the internal procedures of each center for definitive integration into routine clinical practice. Operational technical support during business hours, with incident management classified by priority, is also required. Deliverables for this phase include deployed and in-production CSIRs, monthly status reports, specific center plans, an incident and correction log, and KPI data.

3. Phase 3: Operation, Monitoring, and Closure (Months 4-12): This phase encompasses the continuous operation of the service, including ongoing monitoring of KPIs, quarterly technical reviews of transcription models and security protocols with corresponding reports and adjustment proposals. Activities also include continuous optimization based on actual usage, post-implementation monitoring of the tool's medium and long-term impact, and management and validation of versions and change requests. Monthly reports detailing incident status, Service Level Agreement (SLA) compliance, and service evolution are required. The phase concludes with the verification of objective fulfillment and a final project closure report that includes overall results, lessons learned, and improvement opportunities. Deliverables for this phase are monthly reports, a final report, and service handover documentation.

Additionally, the tender specifies Service Level Agreements (SLAs), requiring a minimum service availability of ≥99.0% monthly. Upon contract completion, the awarded contractor must facilitate all necessary technical and functional documentation to ensure service continuity or its replacement, including administration and operation manuals, specific configurations, integration specifications, and documentation of interfaces and APIs. Support for operational handover and the elimination of temporary data are also required.