Implementation and maintenance service for a municipal incident management system in SaaS model

Summary

The tender covers an integrated SaaS service for implementing, operating, maintaining and supporting a municipal incident management system. The solution must provide an internal management panel for municipal staff and a citizen channel, support traceable multichannel incident handling, mobile applications, geolocation, chat, artificial-intelligence-based classification and prediction, analytics, reporting, integrations and continuous support. The initial contract term is two years, with up to two additional one-year extensions, for a maximum total term of four years. Full implementation must be completed within three months of contract signature. The estimated contract value is EUR 47,851.14 excluding VAT including the possible extensions; the basic tender budget is EUR 27,100 including VAT. The published maximum price schedule for up to four years totals EUR 57,900 including VAT. The supplier must provide corrective, evolutionary, perfective and regulatory maintenance, a support centre on weekdays from 08:00 to 18:00, continuous training and technical consultancy. Minimum service levels include a two-hour response and eight-hour resolution time for critical incidents, and an eight-hour response and three-business-day resolution time for non-critical incidents. The award uses several criteria, including price, the technical proposal, a practical demonstration, additional hours, integrated technical-support chat and improved resolution times.