Reprise de la tierce maintenance applicative du logiciel métier bel@ir et des applications associées, et support de proximité n1 des utilisateurs du groupe cif

The contract has a firm duration of five (5) years, commencing from its notification date. There is no clause for tacit or express renewal. The provisional schedule aims for contract notification before the end of 2026.

Key milestones and phases are defined for a reversibility and transition period, which initially lasts three months and can be extended up to one year in case of justified renewal:

• Transfer and Training: Occurs from J+15 days to J+2 months, involving functional and technical training for the new team, and transfer of source codes, access, accounts, and necessary information.
• Assisted Maintenance: Takes place from J+2 to J+3 months, where the new team operates with the outgoing contractor's assistance, and service quality indicators are jointly monitored.
• Assessment and Closure: Marks the end of the initial period at J+3 months. This phase includes a contradictory evaluation of residual risks and formal closure of the reversibility period. If the reversibility period is renewed, the "Assisted Maintenance" and "Assessment and Closure" phases will be prolonged and adapted by mutual agreement, potentially extending the total reversibility period to up to one year.

The core scope of work for this tender involves the takeover of third-party application maintenance (TMA) for the BEL@IR business software and associated applications, as well as N1 proximity support for users of the CIF Group.

The Statement of Work summary and core deliverables include:

• Application Maintenance and Operations: This covers the operation of the BEL@IR application and Oracle databases (RUN), including migration of Oracle databases and post-migration application tests for BEL@IR.
• Infrastructure and Security Management: Activities include managing firewall rules, security policies and hardening, SIEM operations, SOC, detection, and cyber remediation for servers, workstations, and local infrastructure. It also encompasses dedicated Oracle server and BEL@IR hosting, Azure Tenant and O365 admin centers, fixed telephony via Teams (M365 licenses), switches, Wi-Fi terminals, management and switching of workstations (MDM/Intune), and maintaining transitional RDS infrastructure.
• User Support: Providing N1 proximity support (on-site) and N2 technical support.
• Backup and Disaster Recovery: Managing backups and Disaster Recovery Plan (DRP) architecture and jobs, as well as conducting DRP tests and restoration.
• Reporting and Governance: Generating TMA and N1 support reports, participating in cross-functional IT reporting and committees.
• Knowledge Transfer and Reversibility: Ensuring reversibility and knowledge transfer for respective perimeters.
• Specific Projects:
• RGPD Anonymization Project: Involves framing and impact analysis (data mapping, retention definitions), modeling an eligibility engine, mapping data to be anonymized across all systems, developing an anonymization engine (PL/SQL techniques), managing exceptions and legal retentions, implementing an orchestrator/batch processing system, ensuring traceability and proof of conformity, managing manual requests (right to be forgotten), and conducting tests and acceptance. This project also includes documentation, procedures, and team training.
• Electronic Invoicing Project: Includes framing and impact analysis (invoice flow mapping, format and PA choice), data modeling (mapping Factur-X/UBL/CII invoice fields), generating electronic invoices (XML/PDF structured module development), connecting to the PA (Sftp/API/webhooks), e-reporting (data extraction for B2C and international transactions/payments), managing invoice statuses and lifecycle, conducting tests and acceptance (unit, integration, pilot phase), and change management/user training and documentation.
• General Support Services: Includes managing user requests, parc management, and peripherals.
• Documentation and Training: Maintaining documentation and providing training for users and Key Users.