Prestations de maintenance corrective et évolutive

The contract timeline is as follows:

The framework agreement takes effect from its notification date, with a provisional start date for services on January 1, 2027. The initial duration of the framework agreement is one year from the notification date. It can be tacitly renewed three times, meaning the total duration cannot exceed four years.

Key milestones or phases include:

• A kick-off meeting will be held after the contract notification to organize the project.
• The contractor is required to present annually, during a monitoring committee, the actions implemented for digital sobriety and sustainable software lifecycle management.
• The contract's services are divided into two lots: Lot 1 for corrective and evolutionary maintenance, and Lot 2 for application maintenance and complementary license provision. However, the document explicitly states that prestations divided into distinct technical phases are "Sans objet."

The core scope of work for this tender involves several key areas:

• Maintenance and Support: This includes corrective maintenance and ongoing support, annual maintenance with minor and major updates for Edeal and Apsis, and managing anomaly and assistance tickets, including pre-analysis, qualification, prioritization, and correction of issues related to CRM E-DEAL development or parameterization.
• Version Updates and Optimizations: This covers impact studies, realization of software updates, recipe (testing) phases, and "Mise en Production" (MEP) for pre-production and production environments. It also includes assistance for optimizing database and web frontal parameters, as well as conducting and fine-tuning load tests.
• Project Sprints: The tender specifies both long sprints (10 weeks) and short sprints (5 weeks). These sprints encompass backlog definition, conception (workshops and design document updates), realization (development, internal recipe, and design document updates), recipe phases with weekly deliveries, MEP, and project governance (CoProj, COPIL, project follow-up).
• Training and Change Management: This category includes training for the administration module (inter-company), on-site and remote user training sessions tailored to CCIN's CRM, the creation of e-learning modules or video tutorials, presentations to managers/DG at key project stages, and other change management actions such as supporting CCIN in defining their training plan, participating in seminars, or presenting new functionalities.
• Consulting and Process Formalization: Services extend to consulting on data usage (data marketing), defining customer/prospect segments and journeys, and formalizing simple and complex processes, including launch meetings, user and technical interviews, and the drafting/restitution of synthesis notes with cost estimates for E-DEAL work. It also covers the formalization of marketing automation scenarios.
• Reversibility: This involves providing and updating a reversibility dossier, including the export of 15 tables in CSV format, knowledge transfer through workshops for document review and source code presentation, and remote support for the future maintenance team.
• CRM E-DEAL Specific Tasks: The scope includes parameting and developing specific functionalities for CRM E-DEAL, setting up interfaces with the existing Information System, producing and validating recipe books, updating non-regression test books, conducting unit and integration tests, and managing the delivery and validation of application versions for recipe and production environments.

Core Deliverables:

• Functional Design Document (SFD) and Technical Design Document (STD), including interface contracts.
• Data dictionary or description of screens and fields.
• Technical Architecture Document (DAT).
• User Manuals and Administration Manuals for the target version.
• Training materials for administrators (functional and technical).
• Demonstration environment of the target version.
• Exploitation Manual.
• Test books (cahiers de tests).
• Parameterized CRM (Binary and metadata).
• Recipe Book (Cahier de recette).
• Correctives for anomalies.
• Delivery PVs (Procès-Verbaux) for recipe and production.
• Recipe PV and Validation PV.
• MANTIS tickets for anomalies and assistance.
• Order of the day and meeting minutes for project governance.
• Design Document (Dossier de conception).
• Preparation documents and reports for workshops.
• Study Data, including database construction, indicator construction, segmentation, and client profiles.
• Recommendations and definition of a customer journey.
• Configurations of a customer journey for marketing automation.
• Reversibility dossier with updated deliverables and CSV exports.
• Training support for user profiles.
• PowerPoint presentations, scripts, or video recordings for key meetings.
• Synthesis notes, including cost estimations for E-DEAL work.