Prestations de services de support, d’ingenierie et de gestion de parc pour les environnements poste de travail

The contract timeline is as follows:

• Contract Start Date: The contract begins on November 16, 2026, or on the date of notification if it is later than this date.
• Contract End Date: The initial firm period is for two years. It can be tacitly renewed two times for an additional period of one year each. This means the contract could last a maximum of 4 years.
• Total Duration: The firm initial period is two years, with the possibility of two one-year tacit renewals, leading to a maximum total duration of four years for the contract itself. Additionally, a reversibility phase may extend up to three months beyond the contract's end date.

Key Milestones or Phases:

• Incoming Transition/Ramp-up Phase: This phase spans 3.5 months, from mid-November 2026 to the end of February 2027. It includes:
• A Framing Phase for 1.5 months, from mid-November to the end of December 2026.
• A Transition Phase of 2 months, with the outgoing contractor, from January to February 2027.
• Reinforced Stabilization Phase: Following the incoming transition, there will be a reinforced stabilization phase lasting 4 months, from March to June 2027.
• Reversibility Phase: This phase is triggered by a service order at the end of the contract. It involves a two-month operational transition period, and its execution should not exceed three months beyond the market's end date.

The core scope of work for this tender is divided into several key components, each with specific objectives and deliverables:

• Composante 1: Help Desk / Centre d'Assistance aux Utilisateurs (CAU). This involves serving as the initial point of contact for users, handling their requests, qualification, internal resolution within the CAU, documented escalation of issues, ticket tracking, maintaining the knowledge base, and providing level 1 on-call support. The engagement for this component is based on achieving specific results.
• Composante 2: IMAC (Installations, Moves, Adds, Changes) and Proximity Support. This component covers physical interventions on-site, including troubleshooting, installations, changes, additions, removals, recovery of equipment, cabling, maintenance, warranty management, management of remote stocks, updating reference systems, and conducting preventive visits. This is also a result-based engagement.
• Composante 3: DSN Project Reinforcements. This involves providing intervention devices either within or in support of the Digital Services Directorate (DSN). This includes support for video, network, exploitation, fleet management, N2/N3 support, and providing ad-hoc reinforcements for various projects. The engagement here focuses on providing the necessary devices and means of intervention.
• Composante 4: HLS Relocation Reinforcements. This component focuses on providing temporary intervention devices to prepare, execute, and stabilize operations related to the High-Level Security (HLS) relocation. This includes providing field teams, performing disconnection and reconnection tasks, updating the Configuration Management Database (CMDB), setting up a dedicated help desk, and ensuring operational coordination. Specifically, the contractor is responsible for on-site disconnection, reconnection, reinstallation, testing of workstations and peripherals, and CMDB updates. It also includes a dedicated CAU service for incident traceability in EasyVista and resolution, or coordination with relocation teams and internal CHU stakeholders. The engagement type is based on the provision of devices and means of intervention.
• Composante 5: Transition and Reversibility. This covers the inbound transition phase and the reversibility phase at the conclusion of the contract. The transition plan must align with the CHU of Nantes' schedule, including a 3.5-month ramp-up period from mid-November 2026 to the end of February 2027. This period includes a 1.5-month framing phase and a 2-month transition phase with the outgoing contractor, during which the new contractor will monitor incidents, Key Performance Indicators (KPIs), observed discrepancies, and any difficulties. This component is also a result-based engagement.

For all components, there is an expectation of strong service continuity, high quality of user support, traceability of all interventions, and adherence to service level agreements.