Un lot unique

The contract is concluded for an initial duration of twelve (12) months, effective from its date of notification. It is tacitly renewable a maximum of three (03) times for additional periods of twelve (12) months each. The provisional start date for the execution of services is scheduled at the time of contract notification.

Key milestones include:

• The overall deployment of the booking portal, encompassing the launch meeting, configuration workshops, implementation, testing, and staff training, must not exceed two (2) months for the online tool configuration, starting from the contract notification date.
• Within ten (10) working days, the contractor is required to provide all necessary information for collecting, structuring, and preparing the data essential for the configuration and implementation of the booking portal.
• A progress plan will be jointly established on the anniversary date of the contract notification, with the contractor initiating the process by presenting improvement proposals based on feedback from the first year of service execution.

The core scope of work and statement of work for this tender primarily revolve around professional travel management and related services for CMAR AURA. Key deliverables and activities include:

1. Professional Travel Management: This involves various interventions for travel, including night, weekend, or holiday services, and comprehensive traveler assistance such as 24/7 access to assistance, VIP service, reorganization of interrupted or delayed trips, and support during cancellations (transport, accommodation), strikes, or exceptional crisis events.

2. Online Booking Platform (OBT): Provision and setup of an online booking platform and a mobile application (if applicable). This includes licensing, initial parameterization of profiles, creation, modification, and deletion of traveler profiles, configuration of validation circuits and travel policies, and ongoing corrective and evolutionary maintenance.

3. Customer Service and User Support: Management of user calls and contacts, including inbound traveler calls, outbound advisor calls, processing requests via email and the online platform, and providing assistance for the online platform. The contractor must describe their organization for processing user requests, including opening hours, contact channels, response times, quality of service commitments (SLA), and 24/7 assistance. They also need to detail procedures for managing exceptional situations like last-minute cancellations and delays.

4. Technical Integration, Interoperability, and Security:

• Single Sign-On (SSO): Implementation of standard SSO, including configuration of SAML 2.0 and Oauth 2.0/OpenID Connect protocols, parameterization of user access rules, automatic management of account creation, updates, and deactivation, and synchronization with enterprise directories (e.g., Microsoft Entra ID).
• API Implementation: Provision of existing standard APIs, parameterization of standard APIs, specific API development, and evolutionary maintenance and adaptation of APIs due to regulatory or technical changes.
• Multi-Factor Authentication (MFA): Implementation of MFA mechanisms for external accounts (e.g., elected officials), management of available MFA methods (mobile application, SMS, physical key), configuration of MFA security policies, user assistance, and access reset.

5. Reversibility and Migration: This includes the export of data at the end of the contract and complete reversibility, which may encompass migration to another service provider. Supplementary hosting may also be a component.

6. Project Deployment and Change Management: Description of project phases, a provisional deployment calendar, platform parameterization operations, technical prerequisites, and data recovery modalities. Additionally, actions for user adoption, such as training (for managers and travelers), support materials, online tutorials or resources, and post-deployment support, are required.

7. Pilotage, Reporting, and Continuous Improvement: Provision of monitoring tools, detailing the frequency of follow-up meetings, proposed indicators, available dashboards, and communication modalities with the buyer. The contractor is also expected to present observed results for quality indicators (e.g., 80% user satisfaction rate) during semi-annual account reviews and propose improvement plans if quality levels are not met. There is a commitment to continuous improvement with a progress plan developed jointly at the contract anniversary.

The services are to be provided for all CMAR AURA sites in the Auvergne-Rhône-Alpes region, covering travel destinations within France, Europe, and outside the EU, with the contractor having an obligation of result.