Service- und Betriebsleistungen für die Software Ref.Care für das Ministerium der Justiz und für Migration Baden-Württemberg

The contract start date is January 1, 2027. The total duration of the contract is 48 months (four years). No specific end date for the contract or key milestones/phases for the contract execution are explicitly stated.

The core scope of work for this tender involves providing service and operational services for the medical documentation software Ref.Care for the Ministry of Justice and Migration Baden-Württemberg. The primary objective is to ensure the stable, secure, and data protection-compliant operation of Ref.Care in the medical ambulatories within the state's initial reception facilities.

The Statement of Work summary includes the following core deliverables and services:

• Hardware Provision and Infrastructure (Hardware-as-a-Service): This encompasses the provision, operation, maintenance, and replacement of all necessary hardware components for Ref.Care. Specifically, it covers server and infrastructure components (to establish a local client-server structure per facility), fixed workstations, portable workstations, and tablet workstations. The services include installation, commissioning, ongoing maintenance, patch and firmware management, monitoring of operational system states, troubleshooting, replacement of defective components, and ensuring regular data backups.
• Technical Support (Helpdesk): This service includes the reception, analysis, and processing of fault reports, as well as user support during the ongoing operation of the Ref.Care software, adhering to defined service and reaction times.
• Operational and Support Services: This covers the continuous operation of the Ref.Care software within the client's facilities. Key aspects are the provision, planning, and installation of updates, and generally ensuring the technical functionality and currency of the Ref.Care software. It also includes hardware support for existing facilities.
• Training Services: The contractor is responsible for conducting regular, cross-facility online training sessions for users of the Ref.Care software.
• Implementation and Rollout Support: These services are provided as needed.
• Support for Changes of Medical Service Providers: This includes both technical and hardware-related support services.
• Documentation and Reporting: Services related to maintaining documentation and providing reports are included.
• Dismantling/Removal of a Facility (Termination Service): This covers services related to the closure or removal of a facility.

Services explicitly *not* covered by this tender include:

• The provision or licensing of the Ref.Care software itself, as well as its further development, individual customization, functional enhancements, or bug fixes not caused by the contractor.
• Operation of Ref.Care outside the specified local client-server structure, such as in a central hosting, data center, or cloud environment, or on unsupported system environments.
• Operation or support of third-party software not related to the core function, integration into other medical documentation systems, ensuring interoperability with external systems, or adapting interfaces to third-party systems.
• Medical and professional services, including medical consultations, content evaluation of medical documentation, legal advice, or the review/approval of medical content.
• Legal and data protection responsibility.
• Infrastructure outside the defined scope of services.
• Services exceeding the agreed quantity framework.