Subscripció d’una solució SaaS modular d'intel·ligència artificial per a la millora de processos d’administracions locals de la província de Barcelona, la seva posada en funcionament, manteniment i serveis d’adaptació i evolució

The contract will have an initial duration of two (2) years. The service is initially expected to start on April 1, 2027, with the exact start date to be set in the contract.

The contract can be extended, but the total duration, including any extensions, cannot exceed four (4) years. Specifically, it can be extended for an additional two (2) years.

A key milestone is the service implementation phase, which has a maximum duration of 45 calendar days, starting from the service's commencement date. Within 5 calendar days from the day following the start of the service, the contractor must submit the Implementation Plan.

The core scope of work for this tender involves the provision of Software as a Service (SaaS) and related services, primarily for the Dirección de Servicios de Tecnologías y Sistemas Corporativos (DSTSC) of the Diputación de Barcelona, and includes support for local entities.

The high-level Statement of Work (SOW) and core deliverables summarize as follows:

• Service Model: Provision of services as Software as a Service (SaaS).
• Implementation and Support: Tasks related to implementation and training, along with continuous technical and functional support. This includes functional analysis of processes, adaptation of solution modules to internal procedures, configuration of the multi-tenant environment (users, roles, permissions), necessary integrations, and data migration and initial loading.
• New Functionality Development: A dedicated bank of hours for the development of new functionalities. Requests for changes or new functionalities are managed through a process involving a valuation report and subsequent execution.
• Incident Management: Management of incidents, which includes corrective maintenance to resolve dysfunctions and issues in the production application, and ongoing support for queries and problems reported by the DSTSC.
• Tools and Communication: Provision of a support tool and established communication channels.
• Team and Schedule: Defining the work team and the service delivery schedule.
• Monitoring and Quality Control: Supervision of service quality, risks, incidents, problems, queries, and requests. This involves preparing follow-up reports, keeping risk lists updated, and managing escalations.
• Contract Follow-up: Regular contract follow-up, including quarterly meetings for continuous improvement.
• System Access and Updates: Access to all functional modules (with modular and progressive contracting), receipt of all version updates without additional cost, and access to a pre-production environment for testing and training.
• Reporting: Provision of various reports, including quarterly evolution graphs for technical support activities, incident management (closed, escalated, pending), and SLA compliance. Other data points include solution availability, alarm statistics, capacity management details, incident/alarm logs, and proposals for solution evolution.
• Key Stages: Includes a concept proof phase and commissioning (Puesta en funcionamiento), along with an initial training and communication plan.
• Compliance and Frameworks: Adherence to Service Level Agreements (SLAs) and the National Security Scheme (ENS). The tender also refers to an Artificial Intelligence System.