Provision of Support and Maintenance for the Rural Transport Programme Integrated Transport Management System (ITMS)

Tender description

provide technical support and expertise to the Authority to maintain and develop ICT elements of the Authority’s ITMS. The Authority will require a range of support services, some of which will be ongoing and others which will be required as needs arise. The Contract will involve providing operational support and development services for ITMS and any supplementary or replacement business system that the Authority may implement in the future. The operation of a robust, reliable ITMS suitable for managing TFI Local Link services, is the primary concern of the Authority. The successful Tenderer will be fully and wholly responsible for the maintenance and support of the ITMS, including but not limited to the daily operation of all systems, including their interfaces and any third parties as required. The successful Tenderer shall: - Operate and maintain the ITMS system including back office systems, mobile applications, web interfaces and Unmet Needs System; - Deliver support to Transport Coordination Units and the Authority’s staff in the delivery of services; - Provide training to the Authority and Transport Coordination Units as required; - Maintain systems on supported software versions and apply regular patching and updates to systems; - Provide roadmap and propose upgrades to system and infrastructure as required for successful operation and expansion of the ITMS system; - Support the Authority in the onboarding of new services, drivers, admins and routes into the ITMS system; - Provide regular reports to the Authority on system performance, usage, incidents, changes and operational statistics; - Document and maintain system architecture schema, runbooks, technical and training documentation; - Maintain regulatory compliance of the ITMS system to security and data, technical and training protection standards. Assist with systems audits and support implementation of recommendations from regular system audits.