Support Services for the Ministry of Culture

This contract aims to provide comprehensive user support services for the Ministry of Culture, including a call center, on-site assistance, and helpdesk services for office hardware, software, and multimedia infrastructure. The modernization effort involves consolidating the following services under a single provider: Service A: Telephone IT Assistance (AIT) or Service Desk, which serves as a multi-channel support hub for users, addressing technical inquiries related to office applications and telephony at a level 1 support. Service B: Proximity Services, Logistics, Maintenance, and Telephony (PLMT), which ensure the operational readiness of the IT work environment for Ministry staff, including the installation of desktop computers and peripherals, incident resolution, request handling, and management of IT kiosks located in central Paris. This service also oversees the management of office equipment inventory and integrated after-sales service at the central administration site, as well as telephony and multimedia equipment interventions, providing second-level resolutions (N2). Service C: Overall management of these services is conducted through strong oversight by the provider, who prioritizes incidents, manages escalations, organizes knowledge, and acts as the operational lead for the service. The provider is also the primary contact for the Ministry's governance.