Spain - IT support and consulting services

Description

RESOLUTION 924E/2023, of October 19, of the Director General of Telecommunications and Digitalization, approving the file of the Framework Agreement for the contracting of technical assistance and consultancy services for the digital transformation of the Administration of the Autonomous Community of Navarra, for the years 2024, 2025, 2026 and 2027, by open procedure above the European threshold.
This Lot includes the consultancy services necessary to carry out the updating, deployment, follow-up, monitoring and updating of the digital transformation plan of Navarra (Navarra Digital Strategy 2030) during the next 4 years, as well as the Digital Inclusion and Empowerment Plan 2021-2025 (PICD) and other plans or strategies in the field of digitization and digital transformation that may be considered, such deployment will involve the development of a series of digitization initiatives and projects in each department or unit of the Government of Navarra. Through the services included in this lot, the projects will be specified and their execution and monitoring will be managed.It also includes services for the promotion and evolution of the Digital Transformation Observatory with the main indicators for the monitoring of the transformation process of the society and administration of the Autonomous Community of Navarra.Through this Framework Agreement, support services will also be offered in the management and reporting of the funds of the Recovery and Resilience Mechanism (hereinafter MRR), as well as in the identification of financial mechanisms and calls for the development of the initiatives. The current and future digital environment brought about by the Digital Transformation is broader and more complex than any other previous communication, integration, socialization and work environment. Those who access it depend, more than any previous generation, on their ability to discern and manage their own learning, i.e., they depend more than ever, in many aspects, on the cultural capital already acquired and that which their environment can provide them. This makes it essential for citizens to have sufficient digital skills to face this new reality. This Lot includes the definition and development of competency profiles in the DigComp framework, as well as the design and development of training units and their evaluation to promote the development of digital capabilities and skills in the field of Public Administrations of Navarre, as well as in the citizenship, and thus reduce the digital divide situation.It also contains training content delivery services, online or in person, in relation to the European DigComp Framework and the Digital Transformation, as well as design and operation services of a network of training centers, and the implementation and operation of online training systems, self-assessment, certification/accreditation of digital competences for citizens through tools offered to the general public or to specific groups. The objective of the Government of Navarra is to design and build websites that meet the needs of citizens in the most effective way possible, understanding the objectives, preferences and behaviors of users, and with the aim of making services and information available to all citizens, it is committed to complying with accessibility standards, specifically the most recent version of EN 301-549.Both for new sites and applications, and within a cycle of continuous improvement, we aspire to publish citizen-centric websites, so that they can provide each person with the information they need, in an accessible, agile, clear, and even proactive and personalized way, including design, evaluation and accessibility auditing services and the development of diagnostics, plans, design and evaluation of citizen-centric services, as well as the coordination of laboratories and workshops for co-creation and evaluation of services. Agility is essential to the success of an organization's digital transformation. The elements needed to create citizen-centric digital experiences often reside in multiple systems, and integration projects are costly and time-consuming. The need for agility and flexibility, as well as the increased need to create memorable user experiences, makes it convenient to focus on finding and implementing new paradigms that help in this task. The SOA approach has been key in this task and PBCs and composable and microservices design should advance and streamline along these lines. Packaged Business Capabilities (PBC) are software components that represent a well-defined, functionally recognizable business capability with a data schema, a set of services and an API, which through a composable architecture allows reusing functional elements and integrating them in an agile way in different front ends or automation systems.Within the present lot are included services of Architecture and design of composable solutions and microservices, and Coordination, development and implementation of composable solutions.Agility is essential for the success of the digital transformation of an organization. The elements needed to create citizen-centric digital experiences often reside in multiple systems, and integration projects are costly and time-consuming. The need for agility and flexibility, as well as the increased need to create memorable user experiences, makes it convenient to focus on finding and implementing new paradigms that help in this task. The SOA approach has been key in this task and PBCs and composable and microservices design should advance and streamline along these lines. Packaged Business Capabilities (PBC) are software components that represent a well-defined, functionally recognizable business capability with a data schema, a set of services and an API, which through a composable architecture allows reusing functional elements and integrating them in an agile way in different front-ends or automation systems.Within the present lot are included services of Architecture and design of composable solutions and microservices, and Coordination, development and implementation of composable solutions. Liferay 7.x was selected in 2015 as the content management platform on which to build the different portals of the Government of Navarra.Liferay 7.x is a portal platform that offers a wide range of tools and features to build robust and scalable web solutions. In addition to content management and integration with external systems, it allows the development of portlet customization solutions and the implementation of workflows.The General Directorate of Telecommunications and Digitalization is continuously evolving its corporate websites using the Liferay DXP 7.x platform. The new sites developed should also conform to this technology preferably, although Drupal is also used residually and should raise a number of migrations of Intranets currently built on Sharepoint but for its eminent informative and not so much collaborative nature is proposed to evolve to other platforms, although in some cases integrated with Office 365 and Viva Connections.This lot includes:- The creation services, migration, evolution and maintenance of the web space of the Government of Navarra based on technology platform Liferay DXP 7. Technical design service, development and implementation of new web solutions- Architecture services, maintenance and support of the platform- Creation, evolution and maintenance services of the websites developed and created in the DRUPAL environment within the Government of Navarra In 2020 and during the pandemic period, the resulting difficulties (cessation of face-to-face service and saturation of the alternative channels available) highlighted the need to optimize and modernize the service systems used and the introduction of new ways for citizens to access the Public Administrations (telematic systems, chatbots, improvements in the switchboard, ...).On the other hand, cloud services (SaaS) have become increasingly popular in recent years as organizations seek to improve efficiency and reduce costs.In general, SaaS/PaaS solutions provide a flexible and scalable way for organizations to improve their communication, citizen services, chatbots and digital marketing capabilities. By using these solutions, organizations can improve efficiency, reduce costs and provide a better citizen experience.This Lot includes architecture, design, coordination and implementation services for omnichannel contact center, citizen relationship management (hereinafter CRM), Chatbots/Searchbots and Digital Marketing solutions. Royal Decree 203/2021, of March 30, which approves the Regulation on the performance and operation of the public sector by electronic means, points out 4 main objectives: to improve administrative efficiency, increase transparency and participation, guarantee easily usable digital services and improve legal security.On the other hand, in the preliminary title of the Regulation, the general principles that the public sector must respect in its actions and electronic relations are pointed out. Among these principles, the principle of personalization and proactivity is specified, understood as the capacity of the Public Administrations to provide pre-filled services and anticipate possible needs, based on the knowledge acquired of the end user of the service.In line with this Royal Decree and with the priorities set out in its digitalization strategy for Navarra (EDN2030), in which the aim is to improve the services offered based on Data, the General Directorate of Telecommunications and Digitalization has initiated projects to analyze the use of procedures and personalization of services. Both from the strategy of knowing precisely, the use and user experience of the procedures, as well as from the strategy of personalization and proactivity, the tools of behavioral analytics and web personalization are seen as a great opportunity for improvement to achieve the objectives set.this lot includes the services of architecture, design, coordination and implementation of personalization solutions and web analytics. The digital workspace is designed to improve productivity and collaboration by simplifying access to tools and information, reducing the time and effort required to perform routine tasks and allowing employees to work more flexibly. Collaborative environments are increasingly present in our work environments where the intranet-extranet space facilitates team integration, teleworking and collaboration. The Government of Navarra mainly uses the Sharepoint platform for these environments. Currently, Sharepoint on-premises intranet solutions coexist with Sharepoint on-line / Viva Connections solutions, hand in hand with Teams and Office 365. SharePoint and Teams are related in the sense that they can be integrated to provide a more complete collaboration solution.this lot includes the architecture, creation, migration and evolution of the collaborative spaces of the Government of Navarra for both Sharepoint on-premises and Viva Connections (Sharepoint on-line) and integrations with digital workspace solutions.this lot includes implementation services workspace solutions in different environments: Sharepoint on-premises, Viva Connections, other Intranet platforms, as well as support, governance and integration of these platforms. The Government of Navarra wants to continue the steps initiated in the field of process automation through RPA technology as a way to improve efficiency and productivity in business processes, with the definition of a methodology and governance model for software-based process automation (RPA) projects. Process Robotization (RPA), process mining and optimization can help the administration to improve the efficiency and quality of its processes, and Low-Code can facilitate the implementation of automated solutions. Together, these solutions can help the administration to reduce costs, improve the quality of its services and increase the productivity of public personnel.The services will consist of the realization of: Definition and/or evolution of a methodology and governance model for software process automation projects U n analysis of processes susceptible to automation by software robots within a business unit and development of proofs of concept and projects to confirm that RPA technology is suitable for these processes. Implementation of process mining solutions to detect problems, propose improvements or implement automated decisions that have a direct impact on the services and procedures offered to citizens. Analysis and redesign of processes that have a direct impact on the services and procedures offered to citizens. Implementation of solutions with Low Code Architecture, support, maintenance and evolution of platforms and solutions. The exponential increase in the volume of data generated inside and outside Public Administrations is a new challenge for all organizations. The Government of Navarra is working on the development of new management mechanisms to provide data intelligence with all the guarantees for the citizens, including consultancy and implementation work in the areas of data governance, standardization, quality and security to improve decision-making processes and innovate based on data.Likewise, this Lot includes the design, construction and implementation or adaptation of platforms and information systems oriented to the extraction, transformation and loading of data (ETL), including use cases that require massive data ingestion and/or large-scale distributed computing (Internet of Things, Big Data), in addition to its exploitation, analysis and visualization for end users (Business Intelligence) and analysis and implementation of projects of data-based decision processes, in the field of Public Administration, which result in the welfare of citizens.The services included in this lot are data governance projects, analytics projects, data transformation and dataset generation projects and data visualization projects. Machine learning and deep learning can greatly improve decision making through the use of data-driven information and predictions. Natural language processing (NLP) enables the analysis of unstructured data, such as text and speech. And finally generative AI and big language models are posing new opportunities and challenges to be faced.Government of Navarra from the Office of Data seeks to leverage the value of data for decision making and for innovation, in addition to efficiency and quality, for which Intelligence will be an essential tool, but always under a prism of data sovereignty, governance, security and ethics.Machine learning algorithms can be trained, preferably and especially in the case of deep learning, with large amounts of data to identify patterns and predict outcomes. Predictive analytics can be used to forecast trends, identify potential risks and optimize decisions in different fields such as health, environment, economy, etc...Natural language processing (NLP) can be very useful in the administration where you work with large volumes of information in text format and work to provide an efficient service to the citizen. Search and retrieval of information: we have the opportunity to provide citizens and administration staff with easy access to the information they need.2. Automatic translation: Navarre as a bilingual community with a European vocation and a host territory needs to speed up its translation processes.3: PLN algorithms can analyze and summarize large volumes of text, extracting the main ideas and creating concise summaries.4. Chatbots and virtual assistants: PLN systems are used in the creation of chatbots and virtual assistants to provide automated answers to frequently asked questions, provide online assistance and improve user experience.5. Information extraction: PLN can identify and extract specific information from unstructured text, such as names of people, places, dates, events, among others, which facilitates the processing and organization of large amounts of data.Generative AI, large foundational and language-specific models have burst into 2023 opening new routes to solve previous use cases with less effort in labeling and processing training data, but incorporating new challenges such as privacy, resource consumption, rigor in proposals and explainability of proposals. By managing all these aspects, this new paradigm can contribute, in an agile way, to improve administrative efficiency and citizen service, as well as provide new solutions to problems that take advantage of its potential for analysis and content generation.The services included in this batch are: Machine Learning (ML) or Deep Learning (DL) Project for predictive analytics, Natural Language Processing Project / Generative AI Services.

Opportunity closing date

23 November 2023

Value of contract

£5m-50m