Gestion et maintenance de la plateforme GRC, Portail Client et IssyGPT

The contract is expected to start in October 2026. The initial duration of the contract is one (1) year, which can be renewed three (3) times by tacit reconduction, leading to a maximum total duration of four (4) years.

Key milestones mentioned include:

• The deadline for candidates to ask written questions about the tender documents is September 4, 2026.
• The City will address additional information or responses to candidates' questions, and communicate any detailed modifications to the consultation file, no later than September 11, 2026.
• In the event of non-renewal, the City must inform the contract holder in writing at least three months prior to the end date of the current period.

The core scope of work for this tender involves the management and maintenance of the CRM platform, the Salesforce client portal, and IssyGPT.

The Statement of Work (SOW) summary and core deliverables include:

• Support Interventions: Handling basic and complex support tickets, providing Salesforce administrator assistance, and performing maintenance and update interventions.
• Specific Developments: Providing complementary evolution services.
• Training: Delivering both on-site and remote training sessions.
• Meetings: Participating in monthly committees and quarterly invoicing committees.
• Handover: Executing a handover process with the previous contractor, which includes knowledge transfer, appropriation, and the creation of administrator accounts.
• User Assistance: Providing assistance to users.
• Platform Management: Managing platform evolutions and updates, ensuring alignment with business needs and technical or regulatory constraints.
• Technical Environment: Taking into account the technical environment, including interactions with third-party systems and associated guarantees.
• Service Monitoring: Implementing a service management and monitoring system, complete with monitoring tools, proposed indicators, and reporting modalities.