Continuation of ServiceNow assistance

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Drammen municipality intends to enter into a contract with Sopra Steria AS for the continuation of ServiceNow assistance, critical for the municipality ́s operation and management. The direct procurement is a consequence of the termination of the agreement with Sopra Steria on running the municipality ́s clients, networks and Azure installation. The assistance period is limited to a competition for operation and management of the municipality ́s ServiceNow platform and a new service has been implemented. Drammen municipality terminated the agreement 20 December 2024 with Sopra Steria AS on running the municipality's clients, networks and Azure installation, and on March 21 the municipality took back operational tasks. The latter means that the municipality has again had to establish a full service desk service within the ICT area and re-establish work processes for the users from the same time. The municipality has a number of very critical services to the population such as emergency doctor surgery, health services otherwise, school, and water and sewage. It is important that these and other service areas get the assistance necessary. The service portal where the municipality ́s different service areas report errors and a need for assistance has been established on the municipality ́s ServiceNow platform. Assistance is provided with the follow-up of approx. 245 different trade systems that support a very broad service spectrum within health and social, technical, culture, sport and volunteering, business development etc. In addition approx. 12,000 PCs and approx. 8,000 mobile units are supported. ServiceNow is also important for case handling of administrative conditions, management support follow-up and dialogue with the municipality's inhabitants. Since 2019 Sopra Steria has assisted the municipality in the development, implementation, operation and management of the ServiceNow platform since 2019. During this time ServiceNow has become a tool for the development of internal work processes, and ServiceNow has been chosen as a strategic platform for further development in the municipality. The municipality has some ServiceNow competence, but it is completely dependent on specialist competence to maintain and further develop the platform and the developed routines. Hereunder if there are critical error situations or during upgrades that affect processes that are established. It is the municipality ́s understanding that a change of supplier for this service is not a realistic alternative, taken into account the current time perspective and the complexity of the developed systems. Consequently, it is not possible to hold a competition for technical reasons, cf. the Public Procurement Regulations § 13-4, first section, letter b no. 2. There are, thus, no other reasonable alternatives than to use Sopra Steria to ensure stable and good operation and administration of ServiceNow in this transition period.

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NO Norge
NO082 Viken

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