Core services
The following represent some of the core services which you should require the supplier to provide:
| Service | Description |
| 1 | Project planning and management services. Includes working with project team and providing supply side project management and support. |
| 2 | The supplier should configure and install and test the software at all phases on the hardware purchased by you and attached to your network by you to ensure that the system provides all the required core functions and facilities. This includes loading the classification scheme/file plan onto the system. |
| 3 | The supplier should provide integration services as specified in the ITT to integrate the solution with the desktop and with key business administration systems |
| 4 | Change management, training and documentation services |
| 5 | The supplier should provide software support and optionally specialist hardware support services for an agreed period of three to five years |
The options to consider here include how much support do you procure from the supplier to:
Help you refine and test your file plan and load all the data onto the system
Provide floor walking support to users as they start to use the system
Train end users. The alternative is for the supplier to train internal trainers to train the users.
Support software and hardware for longer periods. Usually hardware support can be added to existing hardware support arrangements. Software support is more critical as it needs to include the provision of new versions of the software which may causes changes to the system
Additional services
The following represent some additional services you may require the supplier to provide:
| Service | Description |
| 1 | Additional change management support including - setting up a change team and support desk, agreeing the detailed file plan and assisting each user department to set up their folders |
| 2 | Communication support - setting up a web site, issuing project newsletters, running user group meetings etc. |
| 3 | Providing additional business process management services for individual departments |
| 4 | Providing additional integration services with business administration systems for individual departments or corporate applications |
| 5 | Providing backfile paper scanning and digitisation and indexing and loading services for individual departments |
| 6 | Providing additional data migration services – migrating e-mails onto the system; migrating electronic documents onto the system; migrating metadata from a paper records management system onto the new system etc |
To summarise here the more additional services you require the higher the costs will go. Hence if, as expected, you are working to a tight budget you have to work to the assumption that you are rolling out a core set of functions and individual faculties or departments have to justify additional facilities and pay for them if required.
