RESOLUTION 924E/2023 of 19 October 2023 of the Director-General of

Telecommunications and Digitalization, approving the dossier of the Agreement

Framework for the procurement of technical assistance and consulting services for the

digital transformation of the Administration of the Autonomous Community of Navarre, 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, monitoring, monitoring and updating of Navarre's digital transformation plan (Navarra 2030 Digital Strategy) over the next 4 years, as well as the Digital Inclusion and Training Plan 2021-2025 (PICD) and other plans or strategies in the field of digitalisation and digital transformation that are considered.

This deployment will involve the development of a series of digitalisation initiatives and projects in each department or units of the Government of Navarre. 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 monitoring the process of transformation of society and administration in the Autonomous Community of Navarre.

Through this Framework Agreement, support services will also be offered in the management and reporting of the funds of the Recovery and Resilience Facility (hereinafter RRF), as well as in the identification of financial mechanisms and calls for the development of the initiatives.

The exponential increase in the volume of data generated inside and outside Public Administrations is a new challenge for all organizations. The Government of Navarre is working on the development of new management mechanisms that allow data to be provided with intelligence with all the guarantees for citizens.

This lot includes the consulting and implementation tasks in the areas of Data Governance, its standardization, quality and security that allow improving decision-making processes and innovating on the basis of data.

Likewise, this Lot includes the design, construction and implementation or adaptation of platforms and information systems aimed at data extraction, transformation and loading (ETL), including use cases that require massive data ingestion and/or large-scale distributed computing (Internet of Things, Big Data), in addition to their exploitation. analysis and visualization for end users (Business Intelligence) and analysis and implementation of data-based decision-making process projects, in the field of Public Administration, that result in the well-being of citizens.

The services included in this bundle 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 insights and predictions. Natural language processing (NLP) enables the analysis of unstructured data, such as text and speech. And finally, generative AI and large language models are posing new opportunities and challenges to address.

The Government of Navarre seeks to take advantage of the value of data for decision-making and innovation, as well as 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 areas such as health, environment, economy, etc.

Natural language processing (NLP) can be very useful in the administration where large volumes of information in text format are worked on and work is done to provide an efficient service to citizens. Some of them are:

1. Search and retrieval of information: we have the opportunity to provide citizens and government staff with easy access to the information they need.

2. Machine translation: Navarre, as a bilingual community with a European vocation and a host territory, needs to speed up its translation processes.

3. Automatic Text Summarization: NLP algorithms can analyze and summarize large volumes of text, extracting the main ideas and creating concise summaries.

4. Chatbots and virtual assistants: NLP systems are used in the creation of chatbots and virtual assistants to provide automated answers to frequently asked questions, provide online assistance, and improve the user experience.

5. Information extraction: NLP can identify and extract specific information from unstructured texts, 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 models and language-specific models have burst onto the scene in 2023, opening up new routes to solve previous use cases with less effort in the labeling and processing of training data, but incorporating new challenges such as privacy, resource consumption, rigor in proposals and their explainability. By managing all these aspects, this new paradigm will be able to contribute, in an agile way, to improving administrative efficiency and attention to citizens, as well as providing new solutions to problems that take advantage of its potential for analysis and content generation.

The services included in this bundle are:

Machine Learning (ML) or Deep Learning (DL) project for predictive analytics,

Natural Language Processing Project

Generative AI Project / Services.

The current and future digital environment brought about by Digital Transformation is broader and more complex than any 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, that is, they depend more than ever, in many respects, on the cultural capital already acquired and that which can be provided by their environment. 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 within the DigComp framework, as well as the design and development of training units and their evaluation to promote the development of digital skills and abilities in the field of Public Administrations of Navarre, as well as in that of citizens. and thus reduce the situation of the digital divide.

It also contains services for the delivery of training content, online or face-to-face, in relation to the European DigComp Framework and Digital Transformation, as well as design and operation services for a network of training centres, and the implementation and operation of training systems.

Online training

self-evaluation

Certification/Accreditation

of digital skills for citizenship through tools offered to the general public, or to specific groups.

The objective of the Government of Navarre is to design and build websites that meet the needs of citizens, in the most effective way possible, understanding the objectives, preferences and behaviours of users.

Along these lines and with the aim of making services and information available to all citizens, it is committed to complying with accessibility standards, specifically EN 301-549 in its most recent version.

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.

This package includes services for the design, evaluation and audit of accessibility and the preparation of diagnoses, plans, design and evaluation of citizen-centred services, as well as the coordination of laboratories and workshops for the 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 across multiple systems, and integration projects are costly and time-consuming. The Government of Navarre has 1700 services in the catalogue of procedures and some 700 different applications.

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 will need to move forward and streamline in this vein. Packaged enterprise capabilities (PBCs) are software components that represent a well-defined business capability, functionally recognizable with a data schema, a set of services, and an API, which through a composable architecture allows functional elements to be reused and integrated in an agile way into different front-end or automation systems.

This lot includes services of Architecture and design of composable solutions and microservices, and coordination, development and implementation of composable solutions. Agility is essential to the success of an organization's digital transformation. The elements needed to create citizen-centric digital experiences often reside across multiple systems, and integration projects are costly and time-consuming. The Government of Navarre has 1700 services in the catalogue of procedures and some 700 different applications.

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 will need to move forward and streamline in this vein. Packaged enterprise capabilities (PBCs) are software components that represent a well-defined business capability, functionally recognizable with a data schema, a set of services, and an API, which through a composable architecture allows functional elements to be reused and integrated in an agile way into different front-end or automation systems.

This lot includes 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 Navarre.

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 preferably adjust to this technology, although Drupal is also used residually and must propose a series of migrations of Intranets currently built on Sharepoint but that, due to its eminent informative and not so collaborative nature, it is proposed to evolve to other platforms, although in some cases integrated with Office 365 and Viva Connections.

This lot includes:

- The services of creation, migration, evolution and maintenance of the web space of the Government of Navarre based on the technology of the Liferay DXP 7.x platform.

- Technical design, development and implementation of new web solutions

- Platform architecture, maintenance, and support services

- Services for the creation, evolution and maintenance of websites developed and created in the DRUPAL environment within the Government of Navarre

In 2020 and during the pandemic period, the difficulties that resulted from it (cessation of face-to-face service and the saturation of available alternative channels) highlighted the need to optimise and modernise the care systems used and the introduction of new ways for citizens to access Public Administrations (telematic systems, chatbots, improvements to the switchboard, ...).

On the other hand, cloud services (SaaS) have become increasingly popular in recent years as organizations look to improve efficiency and reduce costs.

Overall, 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 services of architecture, design, coordination and implementation of omnichannel contact center solutions, citizen relationship management (hereinafter CRM), Chatbots/Search Engines and Digital Marketing.

Royal Decree 203/2021, of March 30, 2021, approving the Regulation on the performance and functioning of the public sector by electronic means, sets out 4 main objectives: improving administrative efficiency, increasing transparency and participation, guaranteeing easily usable digital services and improving legal certainty.

On the other hand, the preliminary title of the Regulation sets out the general principles that the public sector must respect in its electronic actions and relations. Among these principles, the principle of personalization and proactivity is specified, understood as the capacity of Public Administrations to provide pre-completed services and anticipate possible needs, based on the knowledge acquired from the end user of the service.

In line with this royal decree and with the priorities set out in its digitalisation strategy for Navarre (EDN2030), in which it wants to improve the services offered based on Data, the Directorate-General for Telecommunications and Digitalisation has initiated projects to analyse the use of procedures and personalise 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, behavioral analytics and web personalization tools 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 and web analytics solutions.

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 the integration of teams, teleworking and collaboration. The Government of Navarre mainly uses the Sharepoint platform for these environments. Currently, Sharepoint on-premises intranet solutions coexist with Sharepoint on-line / Viva Connections solutions from Teams and Office 365. SharePoint and Teams are related in that they can be integrated to provide a more complete collaboration solution.

This Lot includes the work of architecture, creation, migration and evolution of the collaborative spaces of the Government of Navarra for both Sharepoint on-premises and Viva Connectios (Sharepoint on-line) and integrations with digital workspace solutions.

This batch includes the implementation services of workspace solutions in different environments: Sharepoint on-premises, Viva Connections, other Intranet platforms, as well as the 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 process automation projects through software (RPA).

Process Robotization (RPA), mining, and process optimization can help management improve the efficiency and quality of their processes, and Low-Code can facilitate the implementation of automated solutions. Together, these solutions can help the administration reduce costs, improve the quality of its services, and increase the productivity of public staff.

The services will consist of:

Definition and/or evolution of a methodology and governance model for

Automation of processes using software

An analysis of processes that can be automated using software robots within

of a business unit and develop proofs of concept and projects that enable

confirm that RPA technology is suitable for these processes.

Implementation of process mining solutions that allow the detection of 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 that

are offered to the public.

Implementation in solution with Low Code

Architecture, support, maintenance and evolution services of platforms and solutions