Purchase and customisation of a customer follow-up system for follow-up of NSM's stakeholders in an architecture that spans several security classification levels
NSM is a cross-sectoral directorate that interacts with a number of stakeholders. The Directorate's stakeholders may include managing departments and other organisations in public administration, sector authorities and various organisations in the public and private sectors. NSM interacts with the Directorate's stakeholders on different platforms depending on the level of security.
NSM is in a transition phase where both the volume of assignments is increasing and the infrastructure is being renewed. With increased activity and pace, there is a need to have a better overview of stakeholders and NSM's activities towards these stakeholders, including contact with partners in the cyber field.
In order to obtain an updated picture of all activity between NSM and a selected stakeholder, NSM is in the market to procure a customer relations management system (hereinafter referred to as the CRM system). The CRM system will be the primary tool for administration and follow-up of stakeholder data and stakeholder relations within NSM's areas of responsibility.
Examples of user needs would be:
- Overview of contact with stakeholders by phone, email or letter
- Overview of meetings between NSM and stakeholders
- Overview of sonsultancy and guidance provided by NSM to the stakeholder
- Overview of contact with partners in the cyber field
- Overview of NSM's inspections
- Overview of the organisation's security-classified information systems and the status of these
- Overview of stakeholder contact persons
- The stakeholder's hierarchy of parent and subsidiary companies and similar
- Overview of the organisation's board of directors for organisations with supplier certification
- Overview of who is responsible for the stakeholder's security
- Overview of security contracts NSM envisages a gradual introduction of the CRM system; initially for a selected environment, and then expansion to new infrastructure on multiple platforms. The CRM system must be able to run in NSM's runtime environment.
The contract will apply for both the purchase of software and assignments in order to configure, develop and implement the system within the organisation. The tenderer must also build mechanisms to synchronise data across different security calssification levels, so that the correct snapshot for each security level is updated at an agreed upon frequency.
The various security levels mean that all data must be labelled so that business rules can be used to control how data can be moved between security classification levels.
It may also be necessary to transform data from existing systems into the CRM system.
NSM wants to establish a partnership with a supplier who can deliver a CRM system that can run in our operating environment, and who in the long term can take responsibility for further development of the CRM system at several levels of classification as the new infrastructure replaces the existing infrastructure. This agreement covers the first phase for the procurement and development of basic functionality in a new CRM system for NSM. Later development steps may be relevant.