Prestations de support micro-informatique, numérique et prestations connexes en France (métropolitaine et ultramarine)

The contract is for an initial period of 12 months, starting on October 1, 2026, or on its notification date if it occurs later. It is tacitly renewable three times for subsequent periods of 12 months each, meaning the total duration cannot exceed 48 months.

Key milestones and phases include:

• The new contractor benefits from the reversibility of the previous contract, executed by the previous contractor.
• The new contractor achieves autonomy at the latest by the end of the outgoing contractor's reversibility plan.
• A fully operational team and technical platform must be established by the contractor within 6 weeks of a service order being issued.
• A steering committee meets semi-annually.
• At the end of the contract, the contractor is obligated to provide all necessary elements for the continuation of the support activity.

The core scope of work for this tender involves providing micro-IT, digital, and related support services across metropolitan and overseas France. The primary objective is to offer comprehensive support for Inrap's IT environment.

Key elements of the Statement of Work and core deliverables include:

• Dedicated Helpdesk Support: Receiving and resolving user support requests via phone, email, or in-person. Resolution methods include telephone support, remote control, and on-site interventions, with a process for escalating tickets to higher levels within the service provider's teams or to Inrap's DSI.
• On-site Technical Assistance: Deploying personnel to Inrap sites for installation, deployment, verification, preventive maintenance, user assistance, and troubleshooting of digital issues, including interventions on hardware and software.
• Various Ancillary Services: This encompasses a range of related services such as "remote hands and eyes," recabling and reorganization of telecom/infrastructure bays, equipment relocation, assembly/disassembly in server rooms, IT support during office moves, provision and retrieval of digital equipment for users, cleaning, and inventory management.
• Consulting Services: Providing advice to the support function.
• Equipment Management: Installation and configuration of micro-IT equipment, including central units, peripherals, software, and keys.
• Service Initialisation: Deliverables include a Quality Assurance Plan (PAQ) validated by Inrap's DSI, a detailed transition plan, and the availability of technical means for telephone assistance and supervision.
• Reporting: Regular reporting on activity, including tickets received, tickets processed remotely, tickets processed by on-site intervention, and resolution times. Key deliverables also include validated on-site intervention reports and monthly intervention reports.