Servei d'agent de transcripció de veu basat en intel·ligència artificial, en modalitat SaaS, per donar suport a la consulta d'atenció primària dels Centres de Salut Integral de Referència (CSIR) de l'Institut Català de la Salut, incloent la implantació, integració, suport funcional i tècnic, formació, manteniment, actualització i evolució de la solució durant la vigència del contracte.

The contract has an initial duration of 12 months. The expected end date of the contract is October 31, 2027. The contract can be extended for an additional 12 months. The start date is not explicitly stated as a fixed date, but all terms begin from the day stipulated in the contract.

Key milestones and phases include:

• An agile working methodology with monthly deliverables within an agreed quarterly plan.
• A Contract Steering Committee to validate quarterly milestones and define quarterly strategy.
• An Operational Contract Committee with weekly meetings to follow up on tasks, validate deliverables, manage incidents and risks, and propose tasks for the next period.
• Reversibility and contract finalization, which involves collaboration in the finalization, support for transition, and elimination of temporary data.

The core scope of work for this tender is the provision of an Artificial Intelligence-based voice transcription agent service in a SaaS (Software as a Service) modality. This service aims to support primary care consultations at the Integral Health Reference Centers (CSIR) of the Catalan Institute of Health. The contract includes the implementation, integration, functional and technical support, training, maintenance, updates, and evolution of the solution throughout the contract's duration.

The project is structured into three phases:

• Phase 1: Initial Planning and Design (Month 1)
• Activities: Initial workshop with clinical and technical stakeholders to define expectations, risks, and success criteria; definition of coordination and communication protocols; establishment of key performance indicators (KPIs) for implementation/operation; definition of incident and risk management procedures; detailed design of the tool's configuration and parameterization for each professional category within the CSIRs.
• Deliverables: Project plan, catalog of indicators, templates per professional category, and incident management procedure.
• Phase 2: Deployment to CSIRs (Months 2-4)
• Activities: Staggered deployment to all 27 CSIRs with specific plans for each center; an orderly transition plan with minimal impact on care activity; consolidation of the maintenance and support model; adaptation to internal procedures of each center for definitive integration into routine clinical practice; operational technical support during business hours with incident management classified by priority level.
• Deliverables: CSIRs deployed and in production, monthly status reports, specific center plans, incident and correction log, and KPI data.
• Phase 3: Operation, Monitoring, and Closure (Months 4-12)
• Activities: Continuous service operation with ongoing KPI monitoring including a quarterly technical review of transcription model performance and security protocols; continuous optimization based on real usage; post-implementation follow-up of the tool's medium and long-term impact; management and validation of versions and change requests; monthly reports on incidents, SLA compliance, and service evolution; verification of objectives and requirements; final project closure report; service handover plan with updated documentation, transferred knowledge base, and an orderly transition.
• Deliverables: Monthly reports, final report, and handover documentation.

Additionally, the tender requires collaboration in the finalization of the contract, providing necessary technical and functional documentation (e.g., administration manuals, specific configurations, integration specifications, interface, and API documentation) to ensure service continuity or substitution. The awarded contractor must also provide support for operational transfer, including knowledge transfer sessions and technical clarifications during the final period of the contract.