提供客戶關(guān)系管理CRM

OPENCALLFORTENDERS

TenderSpecifications

“ProvisionofaCustomerRelationshipManagement(CRM)product”

ENISAP/16/11/TCD

Part1IntroductiontoENISAPart2TechnicalDescriptionPart3AdministrativeDetails

AnnexI LegalEntityForm

AnnexII FinancialIdentificationForm

AnnexIII DeclarationofHonourforexclusioncriteria&absenceofconflictofinterestAnnexIV FinancialOfferform

AnnexV DraftServicecontract

AnnexVI DeclarationbyAuthorisedRepresentativeAnnexVII ConsortiumForm

AnnexVIII Sub-ContractorsFormAnnexIX DocumentChecklist

ENISAP/16/11/TCD: ProvisionofaCustomerRelationshipManagement(CRM)product 1

ENISAP/16/11/TCD:

ProvisionofaCustomerRelationshipManagement(CRM)product

PAGE

10

CONTENTS

PART1INTRODUCTIONtoENISA 4

BACKGROUND 4

ADDITIONALINFORMATION 4

PART2 TECHNICALDESCRIPTION 5

ENISA?sSHIFTTOWARDSCRMFORTHEENGAGEMENTOFSTAKEHOLDERS 5

Backgroundinformationontheproject 5

TheexistingenvironmentofENISAwithrespecttoCustomerRelationshipManagement:6

FUNCTIONALREQUIREMENTS 6

SecureWebinterface 6

Contactsdatabase,ContactRegistrationsandManagement 7

Stakeholders(Contacts)Mapping 7

Contactinteractionlog 8

FeedbackCollection&Onlineformsthroughthewebsite 8

Targetedcampaignsbye-mailsandotherappropriatechannels 8

IntegrationwithSocialMedia 9

RemoteAccess 9

InterfacetoPortals 9

Reporting 9

Workflows 10

NONFUNCTIONALREQUIREMENTS 10

LookandFeel 10

ProfilesofUsers 10

DataProtectionRequirements 11

Securebackupofdataanddatadestruction 11

DataMigration 11

HelpDesk 12

IntegrationwiththeCurrentITenvironment 12

Training 13

Productupdates,customisationsandmaintenance 13

Scalability 13

Performance 14

InformationSecurity 14

PROJECTIMPLEMENTATIONSTEPS 15

PHASEA:ProjectteamsacquaintancewiththeCRMsolutionandENISA 15

PHASEB:Customisationofthesolutionbythecontractor 15

PHASEC:InitialDataMigration 15

PHASED:TrainingoftheUsers(ENISAstaffmembers) 15

PHASEE:TheCRMismadeavailabletoallusers 16

PHASEF:FinalisationoftheDataMigration 16

PHASEG:Postdeploymentsupport 16

PROJECTMANAGEMENT 16

Projectmanager 16

ProjectManagementTeam 16

EnvisagedProjectManagementTimeline 17

ProjectProposalSubmittedbythecontractor 17

EXPECTEDSKILLS 17

PLACEOFEXECUTIONOFACTIVITIESANDCOMMUNICATION 18

CONTENTOFTHETECHNICALOFFER 18

CONTENTANDPRESENTATIONOFTHEFINANCIALOFFER 18

ESTIMATEDCONTRACTVALUE 20

PRICE 20

PRICEREVISION 20

COSTSINVOLVEDINPREPARINGANDSUBMITTINGATENDER 20

PERIODOFVALIDITYOFTHETENDER 20

PROTOCOLONTHEPRIVILEGESANDIMMUNITIESOFTHEEUROPEAN

COMMUNITIES 20

PAYMENTARRANGEMENTS 21

CONTRACTUALDETAILS 21

PART3ADMINISTRATIVEDETAILS 22

FORMALREQUIREMENTS 22

AddressanddeadlineforsubmissionoftheTender: 22

PresentationoftheOfferandPackaging 23

IdentificationoftheTenderer 23

Participationofconsortia 25

Subcontracting 25

SignaturesoftheTender 26

Totalfixedprice 26

Language 26

OpeningoftheTenders 26

GROUNDSFOREXCLUSIONOFTENDERERS 26

ReasonsforExclusion 26

OtherreasonsfornotawardingtheContract 27

ConfidentialityandPublicAccesstoDocuments 27

SELECTIONCRITERIA 27

ProfessionalInformation 28

FinancialandEconomicCapacity 28

Technicalandprofessionalcapacity 28

AWARDCRITERIA 29

QualityoftheOffer 29

PriceoftheOffer 29

AWARDOFTHECONTRACT 30

PAYMENTANDSTANDARDCONTRACT 31

VALIDITY 31

LOTS 31

VARIANTS 31

SCOPEFORADDITIONALSERVICES 31

ADDITIONALPROVISIONS 31

NOOBLIGATIONTOAWARDTHECONTRACT 31

DRAFTCONTRACT 31

SPECIFICINFORMATION 32

Timetable 32

ANNEXI 33

ANNEXII 33

ANNEXIV 37

ANNEXV 38

ANNEXVI 39

ANNEXVII 40

ANNEXVIII 41

ANNEXIXDocumentCHECKLIST 42

PART1 INTRODUCTIONtoENISA

BACKGROUND

Introduction

Communicationnetworksandinformationsystemshavebecomeanessentialfactorineconomicandsocialdevelopment.Computingandnetworkingarenowbecomingubiquitousutilitiesinthesamewayaselectricityorwatersupply.Thesecurityofcommunicationnetworksandinformationsystems,inparticulartheiravailability,isthereforeofincreasingconcerntosociety.Thisstemsfromthepossibilityofproblemsinkeyinformationsystems,duetosystemcomplexity,accidents,mistakesandattackstothephysicalinfrastructureswhichdeliverservicescriticaltothewell-beingofEuropeancitizens.

ForthepurposeofensuringahighandeffectivelevelofnetworkandinformationsecuritywithintheCommunityandinordertodevelopacultureofnetworkandinformationsecurityforthebenefitofthecitizens,consumers,enterprises,andpublicsectororganisationswithintheEuropeanUnion(EU),thuscontributingtothesmoothfunctioningoftheInternalMarket,aEuropeanNetworkandInformationSecurityAgency(ENISA)wasestablishedon10March20041.

ScopeoftheAgency’sactivities

TheAgencyshallassisttheEuropeanCommissionandEUMemberStates,andinconsequencecooperatewiththebusinesscommunity,inordertohelpthemtomeettherequirementsofnetworkandinformationsecurity,therebyensuringthesmoothfunctioningoftheInternalMarket,includingthosesetoutinpresentandfutureCommunitylegislation,suchasintheDirective2002/21/EC.

Objectives

TheAgency?sobjectivesareasfollows:

TheAgencyshallenhancethecapabilityoftheCommunity,EUMemberStatesand,asaconsequence,thebusinesscommunitytoprevent,toaddress,andtorespondtonetworkandinformationsecurityproblems.

TheAgencyshallprovideassistanceanddeliveradvicetotheCommissionandEUMemberStatesonissuesrelatedtonetworkandinformationsecurityfallingwithinitscompetenciesassetoutintheRegulation.

BuildingonnationalandCommunityefforts,theAgencyshalldevelopahighlevelofexpertise.

TheAgencyshallusethisexpertisetostimulatebroadcooperationbetweenactorsfromthepublicandprivatesectors.

TheAgencyshallassisttheCommission,wherecalledupon,inthetechnicalpreparatoryworkforupdatinganddevelopingCommunitylegislationinthefieldofnetworkandinformationsecurity.

ADDITIONALINFORMATION

FurtherinformationaboutENISAcanbeobtainedonitswebsite:

www.enisa.europa.eu

.

1 Regulation(EC)No460/2004oftheEuropeanParliamentandoftheCouncilof10March2004establishingtheEuropeanNetworkandInformationSecurityAgency.A"EuropeanCommunityagency"isabodysetupbytheEUtocarryoutaveryspecifictechnical,scientificormanagementtaskwithinthe"Communitydomain"("firstpillar")oftheEU.TheseagenciesarenotprovidedforintheTreaties.Instead,eachoneissetupbyanindividualpieceoflegislationthatspecifiesthetaskofthatparticularagency.

PART2 TECHNICALDESCRIPTION

ENISA’s SHIFT TOWARDS CRM FOR THE ENGAGEMENT OFSTAKEHOLDERS

Backgroundinformationontheproject

ENISAiscontinuallyseekingtoimprovethewayinwhichitinteractswithitsstakeholdersandisestablishingacollaborativeapproachinvestinginreciprocal,evolvingandmutuallydefinedstakeholderrelationships.Moreover,bygraspingtheneedforrefocusingitseffortsENISAismigratingfromtheconceptofmanagingstakeholderstocollaboratingwiththestakeholders.ThisisachievedbypositioningtheactivityinthenucleusofthetechnicalcompetenceoftheAgency.ThisrealignmentisinlinewiththeneedoftheAgencytohaveanintegratedandfocussedapproachthatwillaiminbuildingrelationswithNISstakeholdersinacoherentmannerdrivenbytheAgency?smission,strategy,andworkprogrammewhilerespectingitsregulatoryframeworkofoperation.

InviewofenhancingENISA?scapabilityforsharingknowledgeandstimulatingdebatewithitsstakeholderstheAgencywillassesssolutionsinordertoprovideaninformationexchangeandknowledgesharingplatformforthekeystakeholdersfromacrossEurope.

Takingallthesefactorsintoconsideration,theAgencyseekstodevelopandimplementamultifacetedstakeholderstrategyandengagementprocessthatplacesparticularemphasisonutilisingtheindependentnetworkingroleoftheAgencyandamultilevelapproachtocomplementtheexistingcooperationandinstitutionalrelations.

Inaddition,theAgencyisbuildingstakeholderconsultationandfeedbackintoitsworkprogrammedevelopmentapproachtoensurethatitsworkanddeliverablesareattunedwithactualstakeholderneedsandexpectations(withregardtoproductdesign,development,improvementanduse).

ThroughthiscallfortendersENISAseekstoidentifythemostsuitableCustomerRelationshipManagement(CRM)productthatwillbestservetheenvisagedpurpose.TothisextentitisimportanttounderlinethatbroadlydefinedstakeholdersofENISAareprimarilyalltheEUmemberstates,theEEAcountries,EUInstitutions,NGOs,industry,academia,consumersetc.ThereforethesolutionshouldbeabletoaccommodateanincreasingnumberofcontactdetailsandrespectiveactionsofstakeholdersthatseektoestablishorenhancetheirinteractionwithENISA.

ENISA?smainobjectivesinpursuingtheacquisitionofsuchaproductcanbesummarisedinthefollowingthematicareas:

ToestablishacommonandconsistentviewonENISA?sstakeholders

Managetheinteractionswiththestakeholdersinanefficientandcoordinatedmanner

Managegroups,meetingsandrespectiveevents

Reducecomplexityandstreamlineadministrativeburden

EnhanceENISA?soutreach,disseminationandmarketingcapabilities

ProvideaflexibleanddynamicworkingtoolfortheENISA?soperationalexperts

TheexistingenvironmentofENISAwithrespecttoCustomerRelationshipManagement:

TheEuropeanNetworkandInformationSecurityAgencymanagesitsstakeholderrelationsinastructuredmannerthroughtheManagementoftheAgency,thePublicAffairsUnit,theStakeholdersRelationsExpert,andtherespectiveexpertsoftheAgencyineachdistinctareacorrespondingtoprogrammeandprojectsinlinewiththeENISAworkprogramme.

CurrentlytheAgencydoesnotmakeuseofanyspecialisedCRM(CustomerRelationshipManagement)programformanagingitsstakeholdersrelationsgiventhatduringthepreviousinitialsetting-upperiodofstakeholderinteraction,toolssuchasMSOutlookandListServproductswereconsideredadequatetoaccommodateENISA?sneeds.

ItisnowbecomingcriticalforENISAtohaveaforwardlookinitsrelationswithstakeholdersandpursueaconsistent,coordinatedanddynamicallycollaborativeapproachinaddressingtheirincreasingexpectationsforinteractionwithENISA,whileraisingawarenessandvisibilityforourworkwiththeobjectivetoachieveimpact.

FollowingtheevolutionofENISAandtherapidlyincreasingneedforENISAtocoordinateandinteractwithitsstakeholders,itwasdeemedtimelymaturemomentforENISAtopursuethemodernisationoftheprocessesinplace.Theaimistoelaborateontheexistingrequirements;toidentifyfunctionalitiesthatareavailableandfindanappropriatebalancebetweenrequirementsandavailablesolutionsinordertoquicklyreachaworkablesolutionatreasonablecosts.TheacquisitionofasolutionthatwouldsupporttheimplementationofENISA?soperationalneedwithrespecttostakeholderrelationsisconsideredasthekeystepforwardforamodernisedinteractiveanddynamicapproach,inourinteractionwithstakeholders.

Inthefollowingsections,weformulateENISA?srequirementsintheareaofStakeholderRelations.ThismaterialexpressestheENISAexpectationsforaCRMsystemandsetsupthebasisforfeasibilityofsolutions,pilotsandimplementationplans.Inordertobeinclusive,apartfromtechnicalrequirements,wealsoputemphasisonoperational(non-functional)requirementsthatarerelatedtoactivitieswhicharenecessaryforthelong-termoperationofsuchasystem.Followingthedescriptionofrequirements,wehavealsoincludedanenvisagedprojectplanroll-out,whichprovidestheminimumofphasesweexpectforthisproject,takingintoaccountENISA?environmentandneeds.

FUNCTIONALREQUIREMENTS

ThissectiondescribesasetofkeyfunctionalrequirementsthataredeemednecessarybyENISAinbuildinguptheplatformthatwillsupportthestakeholderrelationsmanagementoftheAgency.Ithastobenotedthatthischaptermakereferencetotheminimalrequirementsidentified.Anyadditionalfeaturesthatmightbepresentbypotentialtoolswillbeconsideredas“nicetohave”andwillplayasecondaryroleintheselectionprocess.ItisthereforerequiredbythetenderertobudgetanyadditionalfunctionalitiesseparatelyfromtheonesrequiredbyENISAasaminimum.

SecureWebinterface

AsecurewebuserinterfaceshouldbeestablishedinordertoenableENISAuserstoeffectivelyandefficientlyperformtheirdaytodayoperationaltaskswithrespecttostakeholders?engagementandmanagement.ThewebinterfaceshouldbeavailabletoENISAusersthroughauthentication

andviasecuredcommunicationchanneli.e.httpssecurelinkorSSL/TLScertificate(thepossibilityforanintegratedsinglesigninwithENISA?sactivedirectorywouldbepreferable).TheinterfaceformanagingstakeholdersshouldbeaccessiblebothwithinandoutsideENISAwhilemaintainingsimilarsecuritylevels.Bysuchaninterfacethepotentialneedofexpertstoutilizeexistingdatabasesand/orinsertnewcontactswhileonmissioncanbecovered.

Contactsdatabase,ContactRegistrationsandManagement

ThecontactsdatabaseisoneofthemostessentialcomponentsoftheCRMsolutiontobeoffered.Itshouldbeenabledtoreceivemanuallyencodedcontactsaswellasviaanautomatedprocess/workflowthroughwebforms,MSOffice2010suite,andrespectiveupgrades,etc.Inprinciple,businesscontactdetailsshouldbesharedwithintheAgencyamongauthorisedusers.

Howevertheabilityshouldexisttodefineaccessrightstoselectivecontactsorgroupofcontactsshouldtheoperationalneedrequireso.Logfacilitiesshouldallowfornon-repudiationoftheperformedmanagementactivitiesuponthestoredinformation.Furthermore,archivingfunctionswillallowforanincreasedavailabilityoftheentireinformation.

TheformtobeusedforencodingthecontactsshouldincludebutnotbelimitedtoavarietyofthemostcommonfieldsusedindicativelyinMSOutlook.MoreovertheabilitytocustomisefieldsshouldbeensuredbythetendererinorderforENISAtobeabletopursueamappingprocessofitsstakeholders.Inaddition,thedatabaseshouldbeenabledtosearchandfindduplicateentries.

Suchqueriesshouldbeautomaticallyperformedbythetoolormanuallybytheadministratormakinguseoftheabilitiesofthesystemtobeoffered.Suchqueriesshouldideallybeconfiguredtosearchwithasetofcriteriasuchase-mailaddresses,namesandsurnames,etc.Finally,thedatabaseunderlyingtheCRMsysteminquestionshouldbeavailableinneutralformats(e.g.CSV,XML)inordertoavoiddependenciestoaspecificdatastoragesolution.

Stakeholders(Contacts)Mapping

ThroughtheCRMcontactdatabase,ENISAshouldhavetheabilitytoperformvariousmappingprocessesofitsstakeholders.ThereforeitshouldbepossibletolinkacontacttoaspecificareaorareasofinterestofENISA?swork.ThesecategoriesofinterestmaybedefinedintermsoftheAgency?smission,strategy,andworkprogrammeormorebroadlybyitsregulatoryframeworkofoperation.Furthermore,linkstoparticularorganisationsorentitiesshouldalsobepossibleinordertoallowENISAtoidentifycasesweremultiplecontactsbelongtothesameorganisationorundertaking.Theseoptionsmustbepossibleirrespectiveofthemethodofencodingthecontactanditmustbepossibletoaddandmodifylinksforthedurationofthecontacts?inclusioninthedatabase.

ENISAshouldbeabletomapitsstakeholdersintothesystemwithrespecttovariouscriteriasuchastheirlocation,theparticularexpressedinterestinENISAwork,andwhichsectorthattheybelongto(Academia,Industry,Consumers,PublicOrganisationsetc.).Suchcriteriashouldbebasedbothonavailablepropertiesoftheencodedcontactsoronadditionalcharacteristicsof(groupsof)contacts.

Inparticularstakeholdersmappingintermsofgeographiclocationshouldideallybesupportedbyageographicalinterface(e.g.amap)inordertofacilitateENISA?sdecisiononconferencesand

eventsthatitneedstoplanandimplement(seecurrentworkonCERTs,Resilience,AwarenessRaising,etc.).

Contactinteractionlog

Thetooltobeofferedshouldbeabletorecordinteractionsthathavebeenmadewithspecificcontactsorgroupofcontactsinordertobettercoordinateinteractionwithstakeholders.ItwouldbevaluabletoseeinaformofanaccounttheactivitylogofeachcontactwiththeAgencyandmonitorwhatinvitationsthecontactshavereceived,howmanycampaignsthroughmailshots,whichdeliverable,reportsandworkinggroupshaveexpressedinterestinetc.

Automatedcheckforinactivecontacts

Thesolutionproposedshouldembedautomatedfunctionsforverifyinginactive/inefficientcontacts.Ithappensthatstakeholderschangefunctions,employers,countriesandrespectiveupdatesarenotknowntotheAgencyinordertobereflectedinourcontactdatabase.ThereforethroughsuchafeatureENISAwillbeabletoverifythevalidityandaccuracyofanexistingcontact.

Throughthetoolane-mailshouldbesentonanannualbasistoallavailablecontactsinthedatabasetoconfirmthevalidityandaccuracyoftheirdetails.Contactsthathavenotrespondedshouldreceiveoneortworeminders.Followingthis,areportonthenon-responsivee-mailsshouldbegeneratedinordertoallowadministratorstoassesswhetheracontactshouldberemovedornot.

Inaddition,thesolutionshouldsupportfunctionsthatcanbetriggeredbystakeholdersinordertobeabletomanagetheirdata.Thiswillalsoincludesubscribe/unsubscribefunctionsovervariouschannels(e.g.pere-mail).

FeedbackCollection&Onlineformsthroughthewebsite

Anintegratedsolutionforcollectionoffeedbackshouldbeprovidedbythetenderer.ItiscriticalforENISAtobeabletoreceivefeedbackonthequalityoftheoutputthatENISAgenerates.ByprovidingthestakeholderswithfeedbackopportunitiesweencourageanactiveandinteractiverelationshipwithourstakeholderswhilecollectingvaluableinsightonanumberofissuesthatENISAhasorwilladdress.

ENISAwouldrequiretheCRMsolutionproposedtobeenabledtoaccommodatefeedbackcollectionthroughformsthatwouldbemadeavailabletoexternalusersthroughvariouschannels,

e.g.theENISAwebsite,targetedmails,etc.ThefeedbackshouldbecollectedideallyintheCRMandshouldbeabletobeexportedtoofficedocumentsorspreadsheetsinordertobefurtherprocessedbytheresponsibleprojectmanager.Inadditionreportsonthecollectedfeedbackshouldbepossibletobegeneratedinordertohaveanoverviewoftheresponsesreceivedandtheprofileofrespondersataglance.

Targetedcampaignsbye-mailsandotherappropriatechannels

ThesolutiontobeprovidedshouldbeenabledforhandlingmassmailshotsforcampaignsthatENISAmaydeemappropriatetoimplement.Inaddition,thetoolshouldprovidee-mailtemplatesthatmaybeusedbytheAgencyandmonitoringcapabilitiesofthelaunchedcampaignwithembeddedmetricsinordertoassessthesuccessoftherespectivecampaign.ItwouldprovidevaluableinsightsforENISAtobeabletoknowifthee-mailsfromsuchcampaignshavebeenreadbytherecipients,whentherecipientsactuallyhavereadthee-mailandthetimespentonreading

thecontentofthemailwouldprovideadequatevaluableinformationthatwouldhelpincalibratingfuturecampaigns.

Itwouldbedesirabletohavethepossibilityoflaunchingcampaignsinanautomaticmannerusingexistingcontentfromthee-mailcampaignsortheCRMapplicationinordertoenhancethevisibilityandpresenceofENISAworkontheinternet.Finally,thetoolshouldallowforappropriatebrandingforthematerialusedforcampaigns.

Forthesakeofauditabilityofperformedactions,necessarylogsfromtheseactivitiesshouldbemaintainedtobeusedincasesthatevidenceneedstobegenerated.

IntegrationwithSocialMedia

IntegrationwithSocialMedia(Facebook,Twitter)isconsideredsupportivetotheoutreacheffortsofENISA.InparticularENISAwouldseektopromotethroughsuchchannelsmaterialthatbynatureismadeavailabletothepublicandtoawiderangeofaudience.Suchchannelsmaybeindicativelyusedinthepromotionandcultivationofasecurityculturetoyoungergenerationsandactivesocialmediausers,whilesupportingourcommunicationandawarenessraisingactivitiesforanumberofNIStopics.ThetenderershouldillustratethatsecurityfeaturesareputinplacetoguaranteethattheeffectiveintegrationwithSocialMediawillnotinanywaycompromise(e.g.leaks)theinformationheldandstoredbyENISAoronbehalfofENISAbythetendererinthecontextoftheimplementationoftherespectivecontract.SuchintegrationwillbedecidedbyENISAduringthecustomisationphasebasedonitsassessmentontheofferedsecurityfeatures.

RemoteAccess

AsENISAusersofthesystemarefrequentlytravellingitisrequiredtohaveeasyandsecureremoteaccesstothesystemaswellasthepossibilityofpopulatingthesystemwithinformationviamobiledevices,ThiswouldfurtherenabletheflexibilityoftheworkingprocessthatENISAistryingtoachieveandwouldenablethestafftomaintainproductivityitwhileonthemove.

InterfacetoPortals

ENISAimplementitsworkthroughprogrammesandworkpackageswhileatthesametimemaintainingcommunitiesthatinteractwitheachotherforissuesrelatedtothecompetencesandtasksofENISA(i.e.VirtualExpertGroups).Itisthereforeimportanttobeabletodevelopandmaintaincommunityportalsinordertobeabletoprovidethefacilitytostakeholdersofspecificgroupsofintereststoexchangeviewsinanopenmanner,reviewproposals,andperformvotingproceduresonanumberoftopics.Tostartwithfourinitialportalsareenvisagedtobeestablishedinordertoaccommodatetheneedsoftherespectivecommunities.Therespectiveportalsshouldberecycledassoonastheirmissionhasbeenfulfilledinordertobeusedforotherrespectiveoperationalpurposes.

Reporting

ReportingisanessentialelementinhavingarealtimeoverviewoftheprogressofENISA?sdaytodaywork.Metricsfortheimplementationofouractivitiesareparticularlyimportantinordertoidentifyissuesthataffecttheperformanceoftheservice.Thereforeitisparticularlyimportantforthetooltohaveavailablepre-configuredreportscomplementedbytheabilitytodevelopcustommadereportsinordertoreflecttargetedreportingneedsoftheAgency.Reportingabilitiesshould

alsobeenabledforanysocialmediathatwillbeintegratedwiththesolutiontobeadoptedbyENISA

Workflows

TheCRMsolution-whererequired-shouldsupportworkflowimplementationandapprovalprocessesincontentmanagement,contactmanagement,campaignapprovalandotherrespectiveprocessesinordertoensurethatrespectiveauthorisationsareprovidedbythecompetentstaffinordertoensureuniformityandcompliancewithENISA?sinternalprocesses.Furthermore,otherworkflowsrelatedtovariousalreadymentioned(manual)functionsshouldbealsosupported.Indicativelydatamanagement,automationoffunctions,automatede-mails,automatedrevocationofcontacts,couldbeconsidered.

NONFUNCTIONALREQUIREMENTS

LookandFeel

ThelookandfeeloftheENISA?sinterfaceforinternalandexternalusersthroughtheportalshouldbeinlinewiththebrandguidelinesofENISAthatwillbemadeavailableuponrequest.Asreference,thewebsiteofENISAprovidesanadequateexampleforthepresentationofENISA?senvironment.ThetoolshouldbeabletointegrateintotheENISAinterface,ourlogo,colourandotherrelatedbrandmaterialthatwillbeinlinewiththebrandguidelinesestablishedbythePublicAffairsUnitofENISA.

ProfilesofUsers

ENISAiscurrentlyadoptingadynamicenvironmentwithaflexibleorganisationthatisabletoadaptaccordingtotheoperationalneedsthatneedtobeaddressed.Thereforethetenderershouldbeinapositiontointroduceintotherequestedapplicationtheabilitytocreateprofileofusersinaflexiblemannerwhichwilldefineaccessrightslimitationsoftherespectiveusers.Theusersprofileinitiallyenvisagedare:

Profile

Users

Administratorsofthetool

TheENISAprojectteam

ENISAUsers

ENISA’sstaffmembers

ENISAManagement

ENISA’sExecutiveDirectorandHeadofDepartments

ENISAITOffice

ENISA’sITofficerincludingaback-upandtheENISAInformationSecurityOfficer

ExternalUsers

StakeholdersgrantedaccessmainlytotheportalsforinteractionwiththeAgency.

TheuserprofilesareindicativeandmaybesubjecttochangeaccordingtotheevolutionofENISAthereforetheproducttobeofferedmustallowforadequateflexibilityinreflectingorganisationalchangeswithoutaffectingdataintegrity.

Thetenderershouldproposelicencesavailableforitsproductthatwillbealignedwiththefunctionalrequirementsdescribedinsection2ofthisdocument.Intherespectivelicencingoffer,theabilitiesprovidedtotheuserfromeachtypeoflicenseshouldbedescribedinordertoenableENISAtobetterassessthelicensescorrespondingtoitsneeds.Asareferencepointpleasenotethattheuserwiththeprofile“Administratorofthetool”hasfullaccessandabilitytoperformallrequiredmodificationsinthetoolandtheuserwiththeprofile“externaluser”hasnoaccesstoENISA?sinternalplatformbuthasminimumpossibleaccess,throughformsorportalsthatwillallowhimtointeractwithENISA.

DataProtectionRequirements

Inthegeneralimplementationofitsactivitiesandfortheprocessingoftenderingproceduresinparticular,ENISAobservesthefollowingEUregulationswithrespecttoconf