User support, workstation maintenance and ticketing services for Palma City Council

Summary

The tender covers a four-year, integrated user-support, workstation-maintenance and ticket-management service, together with leased computer equipment, for the Palma municipal authority and several local public-sector entities. The work includes self-service and user-support channels, incident handling, workstation software and security management, development of virtual desktops, Microsoft 365 backup, managed cybersecurity, and migration and maintenance of the Jira-based ticketing system. Up to 2,500 devices are to be replaced: 1,800 fixed and 700 mobile. The contractor retains ownership during the contract; at the end, the customer may purchase the equipment at residual value or have it removed after certified secure data erasure. The contract runs for 4 years with no extension option. The maximum estimated expenditure is €13,071,480.41 excluding VAT; any optional purchase of equipment at residual value is calculated separately. Evaluation weights are 40% for technical criteria assessed by formula, 35% for price and 25% for the technical proposal assessed qualitatively. The qualitative technical proposal must score at least 15 out of 25 to proceed. The offer must include the required technical and financial submissions, the ESPD, and evidence of financial and technical capacity, including relevant experience, manufacturer partner status and certified personnel. The successful contractor must provide a definitive guarantee of 5% of the relevant amount. Subcontracting is permitted only for the ticketing-system component. Offers must be submitted electronically by the deadline stated in the contract notice.