Help Desk for eGovernment Digital Transformation Process - 2905027

The MINISTRY OF FINANCE in Serbia from Europe region had released this tender for Tenders are invited for Help Desk for Egovernment Digital Transformation Process Project Title: Enabling Digital Governance Project Borrower Bid Reference: SER-EDGE-RFB-NCS-23-36 Procurement Method: Request for Bids Submission Deadline Date/Time: May 12, 2023 12:00 Notice No: OP00217854 Help Desk for eGovernment Digital Transformation Process must be CoTS software, customizable for implementation of processes defined by local regulations, localization and integration, and shall enable the following functionalities: Providing centralized support for the functioning of the Electronic Document Systems and other IT solution used by eGovernment. IT Infrastructure Library (ITIL®) based process workflows for secure, efficient service operations and delivery. Automation of IT processes such as incident, problem, service level, and change management. Service request management, service catalog, knowledge management, and support self-service capabilities to save time and meet user expectations. Service Desk Solution should be able to define and monitor SLA targets of interactions between users. The following services are comprised in the scope of the Project: Delivery of software licenses excluding system software licenses: OS, virtualization, relational database management system, which will be provided by OITeG; Pilot implementation of the proposed solution in OITeG GAP analysis; Delivery of functional specification; Customization of the platform Delivery and installation of platform on test and production environment Implementation of the software solution Training of OITeG key users; Knowledge transfer and professional training of OITeG administrators; Delivery of user documentation; Documents defining all necessary hardware and software prerequisites; Technical support and maintenance during the warranty period; Warranty period must be provided for 12 months after project acceptance. Bidders should meet minimum criteria: 1) The externally audited balance sheets for the period 2019-2021 will be submitted. Where necessary, the Purchaser will make inquiries with the Bidder’s bankers. The Bidder shall document via the externally audited balance sheet average annual turnover of minimum EURO 1,200,000.00 during the last three years (2019-2021). 2) The Bidder must have ISO 27001:2013, ISO 20000-1:2011, ISO 9001:2015, ISO 27701 and ISO 14001: 2015 certificates. In case of a Joint Venture (JV), each member of JV must be ISO 27001:2013 certified. 3) The Bidder must have successfully completed three (3) projects related to the implementation of offered COTS software solution integrated with an existing IT infrastructure for public or utility sector or Government administration bodies during the last 7 years. One of these contracts must be related to the delivery, implemetation and support with value no less than EURO 500,000.00. Regarding above qualification requirements the Bidders must provide an adequate statement or similar document included in their Bid. Also, original statements signed by the client must have name of the client’s contact person, title, address, phone and e-mail. 4) Manufacturer’s Authorizations for Information Technologies and IT equipment are required, except for those technologies that the Bidder itself manufactures. with tender notice no. SER-EDGE-RFB-NCS-23-36 published on 14 Mar 2023. The tender expired on 12 May 2023. This tender is sourced from Official Website and is eligible for suppliers interested in Hardware. Interested bidders can obtain further information including complete bid documents or ways to participate by registering on Tender Impulse and referencing via Tender Impulse ID 2905027.