DGACQ 11-26 Servizi di manutenzione correttiva, evolutiva e per servizi di supporto dei sistemi legacy, CRM e Service Now, in regime di Accordo Quadro.

The contract timeline indicates a framework agreement with a duration of 36 months, and an option for a 12-month extension. This means the total possible duration of the contract is 48 months.

Key milestones and phases mentioned include:

• The decision to contract was made on 20/05/2026.
• The notice transmission date was 31/07/2026 at 10:29:01 (UTC+02:00).
• The deadline for receiving offers is 05/10/2026 at 12:00:00 (UTC+02:00).
• The tender procedure, from the publication of the announcement to the effective award, is expected to last nine months.
• The contract is to be stipulated no earlier than 32 days from the last communication of the effective award, and in any case, within 60 days from the award.

Explicit contract start and end dates as specific calendar dates are not stated.

The core scope of work for this tender involves services related to corrective and evolutionary maintenance, and support for legacy systems, CRM, and Service Now. The specific object of the contract is primarily "Services of application software programming" (CPV 72212000-4).

Key deliverables and aspects of the Statement of Work include:

• Maintenance and Support Services: Corrective and evolutionary maintenance and support services for legacy systems, CRM, and Service Now.
• Software Programming Services: General application software programming.
• Test Activities: Proposal for conducting test activities, including methodology (automation/manual), and types of tests such as functional, smoke, integration, end-to-end, performance, and regression tests.
• Customer Relationship Management (CRM): Management and evolution of CRM platforms supporting authorization release processes, including detailing past success and failure experiences with lessons learned.
• Replatforming Proposal (TEWEB): A proposal for replatforming the TEWEB (Trasporti Eccezionali) system for managing exceptional transport, focusing on technology, optimization of integrations with other ANAS systems, and an intuitive, efficient, and pleasant user interface.
• Service Team Organization: Description of the proposed Service Team (TdS) organization, detailing structure, roles, responsibilities, hierarchy, reporting lines, and operational distribution.
• Professional Profiles: Provision of specific professional profiles within the service team, including Project Manager, Systems Architect, Business Analyst, Systems Analyst, Developer, and UX Designer.
• Performance Timelines: Proposals for the "OFFERED time for initial knowledge acquisition and system takeover," "OFFERED resolution times for management services," "OFFERED activation times for ELA, MEV, MEL, CHM, FOR, MD development services," and "OFFERED activation time for PRC support service".
• Quality and Social Criteria: Consideration of "Improvement of professional profiles," "Gender Equality Certification," and "Diversity and inclusion" as evaluation criteria.