The purpose of this service contract is to conclude a framework agreement in the form of a joint public contract (see below) for IT support services.

IT support covers the call, both to generalist profiles (analysts, developers, testers, ...), as well as to specific profiles specialized in a particular technology (CRM, ERP, GIS,...), or in a specific profession (HR, communication, innovation, ...) or specialized in a particular product (SAP, Salesforce, Cornerstone, ...).

All consultancy services are divided into four thematic axes:

1. Management

2. Operations

3. Solutions

4. Trades

Each thematic axis covers several lots and each lot (the subject of which is given in point A.1.14. Batch division) includes several profiles.

This lot covers the management and support of the project portfolio.

The objective of the lot is to:

• Ensure coordination in an objective manner;

• Ensure both consistency and simplicity in services;

• Ensure that management is as homogeneous as possible.

This includes:

• Support and monitoring of the portfolio of projects, programs and their implementation;

• Supervise and coordinate the various internal and external stakeholders, related or not to this contract to deliver quality project services to the PA and PAB and their users;

• The development and maintenance of the architecture;

• Support for change;

• Continuous improvement of project processes.

The purpose of this lot covers the specialized realization of collaborative and process automation projects and aims to ensure the organization, management and delivery of projects in this field.

This includes:

• Management of information flows;

• Case Management.

The purpose of this lot covers the specialized realization of projects in new technologies.

The objective of this lot is to:

• Support for technological & trend watch;

• Support in identifying partnership or innovation opportunities;

• Support for the ideation process on an ongoing or specific basis (workshop etc.);

• Evaluation, benchmarking and selection of solutions;

• Drafting roadmaps and defining strategies;

• The realization of prototypes and pilots;

• Management and delivery of projects and programmes;

• Support for the management and maintenance of services and products.

(a) In the following areas:

• Big data :

• These solutions aim to ingest, store, process, analyze and visualize large volumes of data, structured or unstructured, including in real time.

• These projects require expertise in cloud data platforms and "big data" architectures in the cloud and on-premises as well as tools for ingesting, transforming and analyzing large volumes of data

• Including: Azure cloud data tools and services, Snowflake, DBT, Databricks, Mulesoft & Kafka

• IOT et le Edge Computing :

• These solutions aim to deploy and manage sensors interacting with their environment by collecting, processing and sharing data. The edge computing approach aims to bring resources such as computing power and storage capacity closer together with these IoT devices.

• These projects require expertise in cloud & edge-based infrastructures as well as IOT platforms.

• Data Science and Artificial Intelligence:

• These techniques aim to extract structured or unstructured data from knowledge and information using scientific methods and learning and artificial intelligence algorithms.

• These projects require expertise in statistics, programming, machine learning and exploration of existing analysis methods.

• In particular: parametric and nonparametric statistical methods, programming in R, Python and SQL, knowledge in deep-learning.

(b) The nature of this batch on new technologies requires to be able to accompany the AP and/or PABs in the evolution of technologies and to meet new needs. Projects could therefore focus on other recent technologies, including:

• Augmented reality, virtual reality and mixed reality;

• Voice interface technologies;

• Robotic process automation;

• Digital twins;

• The blockchain;

• 3D printing;

• Autonomous vehicles and drones;

• ….

Experience in these technologies is therefore a positive point, but the successful bidder is mainly expected to demonstrate his ability to keep up with technological developments, develop new skills and develop a network of partners to cover new needs.

The object of this lot covers the specialized realization of projects in data management.

And aims to:

• Drafting roadmaps and defining strategies;

• Evaluation, benchmarking and selection of solutions;

• The realization of prototypes and pilots;

• Management and delivery of projects and programmes;

• Support for the management and maintenance of services and products.

In the following areas:

• Data governance:

That is, the set of rules and processes that ensure the organization, protection and management of the company's data. It aims to guarantee the quality of data and ensure its availability, ease of use, integrity and security.

• Data architecture:

That is, the set of processes that aim to organize and standardize the way companies collect, store, transform, distribute and use data.

• Data integration:

That is, the set of processes to consolidate different data sources.

• Application integration:

That is, the set of processes that enable the consolidation and sharing of data, resources and processes between applications

• Data quality:

That is to say, all the processes that aim to measure and improve the state of the data and in particular their accuracy, completeness, homogeneity, reliability and timeliness.

• Data warehousing, Data Lake & Lakehouse:

That is, the set of processes for collecting, organizing and managing data, structured or unstructured, from disparate data sources in a central repository.

• Business intelligence & data analysis:

That is, the set of processes, tools and practices that transform data into information and support decision-making.

This lot covers the realization of specialized projects in SAP ERP in the fields of HR, Finance, Logistics, etc., on the one hand on the regional SAP HANA platform, a shared platform (1 client, multiple company codes for the various customers (15 to date but expanding) and on the other hand for solutions specific to certain BPOs.

Its objectives are to:

• Ensure the organization, management and delivery of projects in this area;

• Ensure the operation of the infrastructure and the application and implement new projects from the collection of needs to the implementation of projects and the operation of infrastructures and the configuration of applications;

• Ensure consulting activities in the broad sense of the term of the SAP S4/HANA ERP and its various modules (Finance and Budget, HR, Supply Chain, Project Management, Services, Purchasing and Inventory Processes, Sales Process, EAM, Real Estate Management, Reporting, etc.) as well as related tools, applications and platforms.

This includes:

• Data lifecycle governance;

• Data architecture;

• Data integration;

• Data quality;

• Database administration;

•Storage;

• Backup and Restore;

• Data Center and Data Warehouse (Data Lake) including SAP BW and BW4/HANA;

• Database Management System (DBMS, including SAP HANA).

This lot covers the realization of specialized ERP projects in the fields of HR, Finance, Logistics, etc., and in MS Dynamics technology.

The objective of this lot is to:

• Ensure the organization, management and delivery of projects in this area

• Ensure the operation of the infrastructure and the application and implement new projects from the collection of needs to the implementation of projects and the operation of infrastructures and the configuration of applications

• Ensure consulting activities in the broad sense of the term of an ERP: Dynamics AX2012 or Dynamics 365 and their various modules (Finance and budget, HR, Sales and Marketing, project management, services, Purchasing and inventory, supply chain, reporting, etc .):

o Analysis (business, functional, technical)

o Architecture

o Development,

o Setup

o Configuration

o Implementation

o Testing

o Documentation

o Coaching and training

o Project management (management and direction)

o Installation and management of systems

o Evolutionary, adaptive, corrective maintenance

o Innovation

o Application security

o Support for existing applications

or...

This includes:

• The complete technical architecture of the platform concerned;

• Data lifecycle governance;

• Data architecture;

• Data integration;

• Data quality;

• Database administration:

•Storage;

• Backup and Restore;

• Data Center and Data Warehouse (Data Lake);

• MS SQL Server database management system.

• The complete SharePoint platform used for the Dynamics AX Portal and document management related to the Dynamics application as well as Nintex Workflows.

This batch covers all cartographic data valorization activities, from the creation of the map to the complete development of GIS applications.

The entire chain of the development process is covered by this lot, namely:

• Project management;

• Functional audit, Functional analysis;

• Technical audit, technical analysis and definition of the architecture;

•Developments;

• Tests ;

•Deployment;

• Maintenance and updating;

•Training.

The objective of this lot is to provide services specific to the GIS, either in "project management" mode or on a particular point requiring expertise (for example: support for the creation of maps, publication of data, development of QGIS plugin, audit and improvement of existing systems...)

These services will be done in collaboration with the project manager and/or the technical teams in place, and on the structures (servers, etc.) and internal systems of the organization when it has them.

This lot covers all activities that allow the management and processing of spatial data, the constitution of master data, maintenance and improvement of spatial databases. Other activities also concern the provision of web services based on certain data, such as UrbIS (UrbIS WMS services, UrbIS API, geocoding web services, reverse geocoding, proximity search, etc.).

The activities covered by this lot are:

• Project management

• Functional audit / Functional analysis

• Technical audit, technical analysis, data modeling and architecture definition

• Database administration

• Tests

•Deployment

• Maintenance and updating

The objective of this lot is to provide space services, either in "project management" or audit mode, or on a particular point requiring expertise (e.g. spatial DB management, storage improvement, performance, historization, backup and restore, ,...).

These services will be provided in collaboration with the project manager and/or technical teams in place, and on the organization's infrastructures (servers, etc.) and internal systems when available.

S9: CRM Salesforce

This lot covers the realization of specialized projects in Salesforce CRM in the fields of customer relationship management (customers, citizens, companies, etc.), contact management, communications management, request management, etc.

The objective of this lot is to:

• Ensure the organization, management and delivery of projects in this field;

• Ensure the operation of the application and implement new projects: from the collection of needs to the implementation of projects and the operation and configuration of applications;

• To ensure consulting activities in the broad sense of the term of the Regional CRM and its various modules (Sales Cloud, Service Cloud, Experience Cloud, Mulesoft integration solution, reporting & dashboarding, etc ...):

o Analysis (business, functional, technical)

o Architecture

o Development,

o Setup

o Configuration

o Implementation

o Testing

o Documentation

o Coaching and training

o Project management (management and direction)

o Installation and management of systems

o Release management

o Test automation

o Continuous integration and deployment

o Monitoring

o Evolutionary, adaptive, corrective maintenance

o Innovation

or...

This lot covers the realization of projects and specialized support missions in the field of HR Soft based on Cornerstone and in particular, without being exhaustive, the modules:

• « Core HR » ;

• « Learning Management System (LMS) » ;

• « Talent Aquisition (ATS) » ;

• « Performance Management » ;

• « Analytics et reporting » ;

• « Integration and API ».

The objective of the lot is to:

• Ensure the organization, management and delivery of projects in this field;

• Ensure the operation of the application and the implementation of new projects, from the collection of needs to the commissioning of the application;

• Provide consulting activities on the Cornerstone product;

• To ensure the support and evolution of the application.

The entire deployment process chain and support is covered by this batch, namely:

• Project management;

• Analysis (business, functional and technical);

• Architecture ;

•Parameterization;

• Application configuration;

•Implementation;

• Report developments;

• Development of test plans and realization of tests;

•Deployment;

• Maintenance and updating, including impact assessments of new releases;

• Documentation ;

• Training and coaching;

• System administration;

• Support (business, functional and technical).

This lot covers the implementation of public procurement procedures, including the overall management of the various IT-oriented procurement processes (from the collection of needs to the implementation of projects to the monitoring of execution).

Although the IT orientation is not direct for the "business" lots, it can concern the business, the consultant, or the target audience.

This bundle covers service management and service catalog support.

The objective of the lot is to:

• Ensure coordination in an objective manner;

• Ensure both consistency and simplicity in services;

• Ensure that management is as homogeneous as possible.

This includes:

• Support and monitoring of the portfolio of services and their execution;

• Supervise and coordinate the various internal and external collaborators, related or not to this contract to deliver quality services to the (x), PA, PAB and their users;

• Management of the service catalogue on behalf of the PA and PABs;

• Continuous improvement of APP and BPO products and processes.

This lot covers the realization of specialized projects in the fields of communication and marketing in the public sector.

This lot covers the specialised implementation of HRM projects and public sector collaborators and supporting technologies. The IT orientation can concern the profession, the consultant, or the target audience.

The objective of this lot is to:

• The realization of processes related to HRM (Human Resources Management) businesses, including the overall management of the various processes from the capture of needs to the end of the execution of the project or mission (recruitment, training, evaluation, skills and career management, reporting, job classification, payroll and administration, HRM project strategy, Change management, NWOW (New Way Of Working), etc.)

• Support for HRM services as part of their various missions mentioned above.

This lot covers the specialized realization of projects in innovative technologies such as Service Design, innovation ecosystems and methods of "Sandboxing" of technological solutions.

The objective of this lot is to acquire at the regional level capacities in service design and journeys in co-creation of solutions with a technological component.

Service design has as its primary goal to improve a user experience and involves understanding and reconfiguring internal and external resources and tools.

The purpose of this lot is to give access to this expertise in the field of service design to carry out consulting missions or to carry out transformation projects in and on behalf of Brussels administrations.

This lot covers the specialized implementation of New Ways of Working (NWoW) projects in the public sector and supporting technology in this field.

This lot aims to designate (private) partners in the field of Bricks (workspace design) and Behavior (change management and support of teams in the adoption of new work habits). The domain of Bytes will be covered by the BRIC and the srl IRISnet.

The Region aims to facilitate these developments and help Brussels public organisations to modernise their working environment.

The BRIC therefore proposes the establishment of an NWoW service offer that is integrated into the regional service catalogue and has the particularity:

- to offer pragmatic solutions that integrate the 3 domains Bricks, Bytes, Behaviours;

- call on the expertise of various regional (IBRC, IRISNET, ERAP, Talent.brussels) and private actors;

- to offer each institution the opportunity to come and "pick" the services it needs in the context of its project and according to its stage of evolution;

- activate regional governance in terms of demand management;

- identify existing services, services under development and services to be developed.

In recent years, NWoW projects have been carried out in the Brussels Capital Region. Other projects are in progress or in preparation, in a positive emulation. So far, these projects have been carried out in a piecemeal fashion. Some lack (have lacked) an integrated vision and leadership. Others suffered from a lack of skills in certain areas (project/programme management, change management).

Hence the emergence of a need for overall coherence and a structured service offer, which can be activated quickly, in the different areas of the NWoW.

The New Way of Working (NWoW) brings together all new ways of working and interacting with colleagues, between institutions and with the citizen. They incorporate dimensions related to building (Bricks), technologies (Bytes) and behaviors (Behaviours).

On a Brussels scale, the NWoW concept can be broken down as follows:

o A thorough digitization of the way we work;

o A modern and flexible workplace that supports and facilitates work processes;

o Results-oriented management and a culture based on trust and responsibility.

This lot covers strategy support in all areas of activity of the PA, PABs and their customers.

And aims to:

• Provide methodological support in the various strategic professions;

• Provides assistance in the practical implementation of strategy elements.

This includes:

• The definition and implementation of a digital strategy in the Region (multi-year and multi-institutional master plan);

• Regional business cases;

• The definition and implementation of a business strategy;

• The development of enterprise architecture and architecture domains;

• The steering and management of strategic portfolios (opportunities and programs).

This lot covers the management of information system security, regulatory compliance and business service continuity.

1. Management of information systems security:

Objectives for information security management:

• Enhancing infrastructure and data security levels;

• Optimization of information security processes;

• Guidance in cybersecurity and data protection.

2. Regulatory Compliance Management:

The objective of regulatory compliance is to meet the obligations imposed by the General Data Protection Regulation (GDPR) or any other relevant legislation to which the organization is subject (including for example "E-privacy" and "Network and Information System Security [NIS]").

3. Service Continuity Management:

Business continuity management objectives include:

• Ensure the provision and maintenance of continuity plans (Crisis Management, Recovery and Recovery) to deal with major disasters that could disrupt the critical activities of the organization.

• Manage, as appropriate, the crisis management process including the management of disaster response, recovery and recovery activities.

The purpose of this lot is the specialized realization of the software development project in the web, mobile and local domains and includes the following tasks:

• UX/UI design ;

• Support for front-end and back-end developments;

• Ensure the organization, management and delivery of development projects, with particular attention to the following aspects:

o the delivery of results (tangible or intangible deliverable) within the set deadlines;

o coordinating the delivery of products and services in accordance with the customer's expectations;

o linking all processes to optimize collaboration and satisfaction between all stakeholders;

o the rigorous and effective management of resources to maximize the value to be created;

o the consistent level of quality of the project and its deliverables

•Technical analysis;

• Functional analysis;

• Software development consisting of building computer applications in the languages and methodologies used for development. Software development goes through several stages (life cycle) such as study, design, development, transformation, maintenance and improvement;

• Software migration;

• Production of mockups and other prototypes;

• User experience design;

• Interface design;

• Installation and configuration of software;

• 3rd line support;

• Development of unit tests and integration tests.

This batch covers all activities related to the management of IT and software operations throughout their life cycle.

The objective of the lot is to:

• Ensure continuity of services;

• Industrialize infrastructure management;

• Good infrastructure management.

This includes:

• User support;

• The description of the services;

• The definition of SLAs/ALAs;

• Service catalog management;

• Reporting;

• Demand Management;

• Capacity Management;

• Knowledge Management;

• Incident Management;

• Service Request fulfillment;

• Change Management;

• Gestion de la CMDB (Configuration Management DataBase) ;

• Release Management;

The successful bidder undertakes to:

• Use the hardware and software made available by the PA and PABs in accordance with the supplier's specifications;

• Provide the necessary knowledge, know-how and experience to ensure the highest quality of operating services throughout the duration of the contract;

• Take the necessary measures to keep this knowledge up to date throughout the duration of the contract;

• Support the continuous improvement of ICT services.

• Ensure continuity of catalog services -

• Be able to respond to various requests such as:

o different availability requirements depending on the business need of different and varied security levels, support needs in addition to the skills of the internal PAB team

o a development of services of different nature: IaaS, PaaS, SaaS infrastructure management in order to reduce costs

o provide "à la carte" services based on business needs

o maintain quality of service, in particular quality of support, infrastructure and data security levels, including defense against cyberattacks and 24/7 availability of critical infrastructure

This lot covers all activities necessary for testing and validation of infrastructure, IT systems, software development, website development, etc.

The objective of the lot is to:

· To guarantee the level of services expected;

· To verify and validate the systems developed;

· Verify that the systems meet the required levels of requirement and described explicitly or implicitly in the specifications;

· Ensure interoperability with external systems;

· Ensure consistency across the application;

· Ensure the usability of the application.

This includes the realization of all fundamental processes including the following activities:

· Planning of tests and controls;

· Analysis and design of tests;

· Implementation and execution of manual tests;

· Implementation and execution of automated tests;

· Integration of automated tests into CI/CD chains;

· Evaluation of exit criteria and Reporting;

· Closing of tests.

This lot covers the strengthening and optimization of operational security.

The objective is to have as exhaustive a list of services as possible in order to be able to meet different levels of needs in terms of information security and cybersecurity for the public service.

In particular, the successful bidder must:

• Participate in a process of continuous improvement of the security of the organization's information systems;

• Ensure the implementation of solutions and operational processes to guarantee data protection and the level of security of information systems;

• Ensure that the technical and technological choices of IT and business projects meet the security requirements of the organization;

• Produce, administer and operate security solutions (antivirus, firewalls, IAM, etc.);

• Conduct organizational security audits to ensure compliance with internal policies and cybersecurity regulations applicable to the organization;

• Carry out technical security audits to assess the security of information systems, identify vulnerabilities and propose remedial actions;

• Set up the security incident detection and security event management service;

• Ensure the adaptation, improvement of the means of prevention, detection and response to an incident;

• Contribute to the definition of the organization's cybersecurity strategy and the implementation of cybersecurity solutions;

• Provide training and/or awareness on regulatory, technical or operational aspects of cybersecurity;

• Contribute to the development of an IT backup plan of the organization and the implementation of DRP testing;

• Participate in the implementation of security metrics.

This lot covers the specialized realization of projects in knowledge management, information and document flows, and aims to ensure the organization, management and delivery of projects in this field.

The objective of knowledge and information management is to enhance them as assets, in particular to:

• Improve decision-making;

• Increase resilience;

• Avoid "amnesia" and wasted efforts to reconstruct information that is already available and that is not found;

• Improve the efficiency of information retrieval activities;

• Cope with the deluge of information, limit entropy and saturation;

• Improve the quality and relevance of the information used.