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It Services: Consulting, Software Development, Internet And Support – Provision Of Operation, Support, Maintenance And Further Development Of The 112 System. The Tender Concerns The Conclusion Of One Overall Contract For Operation, Support, Maintenance And Further Development Of The 112 System. The Contract Also Includes The Development Of Functionality To Enable The Reception And Use Of Real Time Text (Rtt) In The 112 System. The Tendered Delivery Must Meet The Need For A Safe, Stable And Robust Operation Of A Society-Critical System, Including Availability And Response Times In Accordance With Agreed Service Targets. It Is The Clients Business Needs That All Services Are Delivered With High Delivery Reliability And Robustness, And That The Supplier Shows Proactivity In The Collaboration. During The Transition, The Supplier Must Take Over Operational Responsibility For The 112 System And From The Transition Date Deliver Ongoing Services. Delimitation And Context For The Delivery It Is The Center For Emergency Communications (Cfb) In The Norwegian Emergency Management Agency, Which Is The System Owner Of The 112 System, Which Carries Out The Tender. The 112 System Supports That 112 Calls Can Be Received From Intruders And That Alarm Centers Can Forward Intruders To The Authority That Is Relevant In Connection With The Intruders Alarm. The 112 System Processes Emergency Center Calls From All Over Denmark With The Exception Of Greater Copenhagen, And Also Acts As A Backup For The It System That Supports The Reception Of 112 Calls From Greater Copenhagen. The 112 System Communicates With A Number Of External Systems And Consists Of A Telephone Part And An Application Part Divided Into Client And Server Components. The Supplier Must Ensure That Operation, Support, Maintenance And Further Development Takes Place In A Way That Maintains Stable And Safe Operation In This System Context. The Operation Of The Emergency Centers (With The Exception Of The Emergency Center In The Capital Area), Including Parts Of The It Operation Of The 112 System, Has Previously Been Handled By The National Police. Since This Task Has Been Assigned To The National Emergency Management Agency, In Connection With Entering Into A New Operating Contract, There Will Have To Be A Transition Out Of The National Polices It Landscape, Including A Transition Out Of The National Polices Data Center. The Subject Of The Contract Can Generally Be Described As Follows: 1. Transition In Transition In, Including I.A. A Safe And Stable Takeover Of Operational Responsibility For The 112 System, Implementation Of E.G. Project Management, Transition Organization, Transfer Of Source Code And Documentation, Implementation Of Technical Transition And Necessary Transformation, Acquisition Of Knowledge From Supplying Suppliers, As Well As Establishment Of The Operational Organization, Including Establishment Of Cooperation With The Client. 2. Operation, Maintenance And Support Ongoing Services For The 112 System, Including; A. Support, Including I.A. Responsibility For 24/7 Service Desk, 2Nd And 3Rd Line Support, User Administration, Handling Of Incidents, Problems, Service Requests, Cf. The Operational Processes, Etc. To Ensure High Availability For Users; B. Operation Of The 112 System, Including I.A. Server Operation, Network Operation, As Well As Underlying Operating Infrastructure (E.G. Cabling, Physical Networks, Security Component
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