{"start":0,"take":1,"total":1,"items":[{"activityNumber":"1000047226","budgetReference":"E/0079-02 - Heritage Space Prog; E/0078-00 - Earthnet; E/A003-F3 - Pillr2 MssnDat Mngmt","classified":false,"closingDate":"2026-12-10T13:00:00","extensionRequestDeadline":"2026-11-26T13:00:00","clarificationRequestDeadline":"2026-11-26T13:00:00","description":"The User Management Service contract will encompass a comprehensive suite of offeringsdesigned to support and enhance user interactions and experience for ESA and Third PartyEO Missions.This service contract aims at integrating the User Communication and Information Portaltogether with the User Management functions, covered in the past by separate contracts,whereby ensuring autonomy to Industry in designing and using communication tools asadditional instrument to reach and stimulate a dynamic and variegated user community.The Information Portal is expected to provide seamless access to relevant content and data,Graphical and Editorial Servicesshall deliver visually engaging and professionally curatedmaterials, and finally User Experience Benchmarking Services enable performancecomparisons and insights. A dedicated User Help Desk completes the suite assisting userswith inquiries and technical support, ensuring prompt and effective resolution of issues.User Management Services will implement personalized access to tools, resources, andaccount features through the management of authorisation and authentication services withprovision of a secured User Area. The User Management service will foster a user-centricapproach that prioritizes accessibility, support, and continuous improvement driven by userfeedback.The User Management Service contract shall include the following services: Operations, maintenance and evolutions of the web services for data discoveryaccess and retrieval of Earth Observation products and information (composed byEarth Online, eoPortal, Swarm Data Handbook, EarthCARE Data Handbook, 3DVisuals and Quality Reports Advanced Search platforms). Content Management and Creation, including editorial and graphical services. Operations, maintenance and evolutions of an identity access management infrastructure with federated identity access configurations. Support to user community via a unique and integrated user help desk which serves as the single point of contact for answering to user enquiries and complaints, facilitating data access requests, monitoring and ensuring user satisfaction, and providing communications about system unavailability. The user help desk function will also provide AI powered chatbots and virtual support assistants being powered by a comprehensive and well-maintained and updated knowledgebase. Management of data access requests, assign authorisation to users for accessing restrained data, in agreement to applicable terms and condition (including quota management). Management of a large set of user profiles, including asecure and personalised self managementarea to access and manage account information, access settings and transaction history tracking support requests. By centralizing these functions, the userarea enhances convenience, engagement, and control, allowing users to efficiently interact with the system and AI powered virtual assistant while ensuring their dataand preferences are protected.  User experience benchmarking services for systematic analysing and monitoring of user and stakeholder feedback (surveys and behaviour analytics) and monitor performance to help identifying strengths, weaknesses, and areas for improvement","ecosrequired":true,"establishment":"ESRIN","firstPublicationDate":"2026-08-07T12:42:20","id":193149,"idEra":25557,"initiatingService":"EOP-GES","ipmeasure":"N/A","isArchived":false,"isCancelled":false,"isReissued":false,"isToBeReissued":false,"issueQuarter":"000","lastUpdateTime":"2026-10-29T17:09:40","lastUpdateUser":"sapancot","openDate":"2026-10-16T12:17:09","priceRange":"> 500 KEURO","programmeReference":"Heritage Space Prog;Earthnet;Pillr2 MssnDat Mngmt","tanumber":"1-13672","title":"USER MANAGEMENT SERVICE (UM-SER)","directorate":"Directorate of EO Programmes","countries":[{"id":1},{"id":67},{"id":62},{"id":28},{"id":27},{"id":26},{"id":25},{"id":24},{"id":23},{"id":22},{"id":20},{"id":19},{"id":18},{"id":17},{"id":16},{"id":15},{"id":13},{"id":12},{"id":11},{"id":10},{"id":9},{"id":8},{"id":7},{"id":6},{"id":5},{"id":2},{"id":168},{"id":4}],"products":[],"technologies":[{"id":141}],"status":{"id":2},"tenderType":{"id":5},"isFavourite":false,"eraVersion":1,"stageNumber":null,"isNew":false,"isUpdated":false,"declarationOfCompliances":["With regard to the technical requirements of the ITT, the tender is","With regard to the applicable Industrial Policy and Geographical return requirements, the tender is","The technical proposal is free from any plagiarism. When use is made of material being quotations or citations from existing public literature, such use is clearly indicated and due reference indications (source and author) are provided.","With regard to the managerial requirements of the ITT, the tender is","With regard to the Contract conditions of the ITT (please refer to the Draft Contract and to the Proposal Template, Section 4.1.), the tender is","With regard to the IPR requirements of the ITT (please refer to the Draft Contract and to the Proposal Template, Section 4.2), the tender is","With regard to the financial requirements of the ITT, the tender is","With regard to the Agency’s “Right to Audit” (see Part 2, section 2.2.8 of the ESA Tender Conditions), the tender is","With regard to the requirements in ESA’s Policy on the Prevention, Detection and Investigation of Fraud (special reference is made to paragraph 5.8), the tenderer is","With regard to the requirement that the “consortium structure” in esa-star mirrors the Proposed Project Team in the Cover Letter, the tender is","With regard to the validity period of eight (8) months from the date of tender submission with implicit extensions as per Article 27, paragraphs 3 & 4 of the Contracting Regulations ESA/REG/001, the tender is","With regard to the export/import requirements of the ITT (please refer to the Proposal Template, Section 4.4), the tender is"],"keyAcceptanceFactors":["The Tenderer confirms, on its behalf and on behalf of its Subcontractor(s), to be compliant with the requirements listed in the “Certification of free competition” (see section 2.2.3 of the ESA Tender Conditions).","The Tenderer satisfies the qualification requirements established under Article 12. Paragraphs 1 and 2 of the Contracting Regulations. The Tenderer further certifies that it, and when applicable any of its subcontractors, does not fall under any of the exclusions laid down in the Contracting Regulations under Article 12, paragraphs 3 and 14.","The Tenderer confirms, on its behalf and on behalf of its Subcontractors, the acceptance of the conditions listed in the “Non commitment by the Agency” (see section 2.2.12 of the ESA Tender Conditions ).","The Tenderer confirms, on its behalf and on behalf of its Subcontractors, to be compliant with the requirements listed in the “Certification of non-benefit” (see section 2.2.4 of the ESA Tender Conditions ).","The tender contains a technical description.","The tender Cover Letter and the tender contain a binding price.","The tender Cover Letter and the tender contain price types compliant with the ones requested in the ITT.","The tender is compliant with the budgetary limits applicable to the tender."],"evaluationCriterias":[{"criterion":"Background and experience (related to the particular field concerned) of the companies and staff, including adequacy of proposed data centres.","weightingFactor":"15%"},{"criterion":"Understanding of the requirements and objectives and discussion of problem areas; quality and suitability of proposed programme of work; adequacy of engineering approach.","weightingFactor":"40%"},{"criterion":"Adequacy of management, costing and planning for the execution of the work.","weightingFactor":"35%"},{"criterion":"Compliance with administrative tender conditions and acceptance of Contract conditions.","weightingFactor":"10%"}],"entities":[],"procurementProposal":null,"responsible":"Nathalie Schwarz","updateReason":"Tender Clarification has been published"}],"totalNew":0,"totalUpdated":0}