Rahmenvereinbarung für Unterstützungsleistungen CRM

The contract timeline is as follows:

• Contract Start Date: The contract becomes effective upon award, planned for January 1, 2027.
• Planned Service Start: Services are expected to commence between February 1, 2027, and February 28, 2027. The exact start date will be agreed upon during the kick-off meeting.
• Initial Term: The initial contract duration is two years (24 months) from the award of the contract.
• Extension Options: The client has the option to extend the contract twice, each time for an additional year, with a notice period of 3 months before the respective contract end.
• Total Duration: The maximum contract duration, including extensions, is four years.
• Service End Date: The latest service end date is December 31, 2030.
• Key Milestones/Phases:
• A remote kick-off meeting will be conducted by the contractor with the client no later than one week after the contract award to coordinate and document all necessary steps for future operational collaboration.
• Regular status meetings, including at least monthly remote meetings, will be held to discuss and evaluate contract performance, fulfillment levels, and potential improvements.

The core scope of work for this tender involves providing support services for the existing CRM system of gematik. This includes advisory, development, and support services.

Specifically, the Statement of Work (SOW) summarizes the following key deliverables and tasks:

• Advisory Services: Providing functional, technical, and methodological support for the operation, further development, and integration of the CRM system, including Identity and Access Management, through concepts and documentation.
• Development and Configuration: Further developing and configuring the existing CRM system, which encompasses customizing, developing new functions, integrating additional systems, and enhancing the role-based access control (RBAC) model.
• Support and Maintenance: Maintaining existing extensions and providing 2nd and 3rd-level support for the CRM system.
• System Integration: Integrating the CRM system into gematik's existing application landscape and managing current interfaces.
• Operational Stability: Ensuring stable operation of the CRM system through qualified support services.
• Implementation of Changes: Implementing changes, extensions, and adjustments while adhering to requirements for data protection, information security, and quality.

The services are to be delivered in the roles of Project Manager/Consultant, Technical Consultant, and Developer, with an estimated call-off volume of approximately 300 person-days over the contract period, up to a maximum of 376 person-days. The contract has an initial term of two years, with two optional one-year extensions, making the maximum contract duration four years, ending no later than December 31, 2030.The core scope of work for this tender, titled "Support Services CRM - Consulting, Development and Support 'Suite-CRM'," focuses on providing comprehensive support for gematik's existing CRM system.

The key deliverables and a summary of the Statement of Work include:

• Advisory Services: Offering functional, technical, and methodological support for the operation, further development, and integration of the CRM system, including Identity and Access Management, through the creation of concepts and documentation.
• Development and Configuration: Continuing the development and configuration of the current CRM system, which involves customizing, developing new functionalities, integrating additional systems, and enhancing the role-based access control (RBAC) model.
• System Integration: Integrating the CRM system into gematik's existing application landscape and maintaining existing interfaces.
• Support Services: Ensuring the stable operation of the CRM system through qualified support services, including 2nd and 3rd-level support, and maintaining existing extensions.
• Implementation of Changes: Executing changes, extensions, and adaptations, always adhering to requirements for data protection, information security, and quality.

The services are to be performed by Project Managers/Consultants, Technical Consultants, and Developers, with an estimated total of about 300 person-days for customization and support services over the entire contract period, and a maximum of 376 person-days. The initial contract term is two years, with an option for two one-year extensions, leading to a maximum contract duration of four years, with services to conclude by December 31, 2030, at the latest.