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الوصف
The Public Works Authority (ASHGHAL), represented by its Information Systems Department (ISD), recognizes the critical role of Customer Relationship Management Systems (CRM) in enhancing service delivery, operational transparency, and citizen satisfaction. In the evolving technological landscape, ASHGHAL is committed to maintaining a high-performing, secure, scalable CRM platform based on Microsoft Dynamics 365. To ensure sustained system reliability and to support future digital transformation initiatives, ASHGHAL intends to engage a capable service provider through a structured tendering process to ensure sustained system reliability and support future digital transformation initiatives. This Scope of Work (SOW) follows a “call-off” basis model: • Part 1 - Comprehensive annual CRM Support (on a call-off basis): For routine maintenance, issue resolution, application stabilization, and platform optimization. • Part 2 - On-demand Professional Services (on a call-off basis): To cater to enhancement requests, AI implementation, new module development, and strategic CRM integration work, priced based on pre-agreed resource card rates. This SOW serves as the foundation for selecting a strategic technology partner through a transparent and competitive bidding process.
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