Request for proposal:

Request for proposals: Workplace Service '25-'28

By the present procurement procedure, the EIT KIC Urban Mobility S.L. hereby being referred to as “the EIT UM” or as “EIT UM” is aiming to procure the Workplace service (hereinafter referred to as the “Provider”), that would cover all aspects of the Endpoint user computers and key productivity tools are included within the scope of this service.

The service required is composed of three main work packages: hardware provisioning (covering the supply and lifecycle of user devices), software licensing (managing procurement and compliance of key applications), and workplace support (providing user assistance and incident resolution). The aim of this RFP and the resulting agreement is to consolidate and enhance this model by integrating these key functions into a single, cohesive service.

The selected vendor will work closely with EIT Urban Mobility’s internal Technology Department to deliver a coherent service fully aligned with the company’s strategic roadmap, while contributing added value through expertise, quality, and continuous improvement.

EIT Urban Mobility currently has over 185 users (and over 210 including external collaborators). While most of the staff is based at the headquarters in Barcelona (Catalonia, Spain), EIT Urban Mobility also has employees in the following locations:

• Munich (Germany)
• Prague (Czech Republic)
• Copenhagen (Denmark)
• Helmond (The Netherlands)
• Brussels (Belgium)

Due to the nature of the company, with different locations across Europe, it is critical that a vast majority of the support functions are provided remotely via appropriate channels and tools.

Additionally, all employees are authorised to work from home, therefore the IT support to be provided must also be easily accessible to all users who are teleworking. 

The objective of the service to be contracted through this process is to provide comprehensive IT Workplace support. This includes managing all incidents related to IT components, both hardware and software, connected to employees’ workstations (primarily laptops with standard peripherals). The service also encompasses support related to software licensing, including tracking, renewal notifications, and basic user assistance regarding license usage. Please note that the support and management of mobile phones are explicitly excluded from the scope of this service.

EIT Urban Mobility has an internal Technology Department, led by the Head of Technology, which is primarily focused on addressing strategic IT issues and customizing critical business tools.  To ensure operational efficiency, the company seeks an IT partner to outsource the support and management of its primary IT devices.

While the primary focus of this service is to provide support for EIT UM IT Endpoint services, it is also expected that the selected provider of this RFP provides an integral service including Workplace Management, Reporting, Quality Assurance, Process Automation, Data Contingency plans & Data backups. Additionally, Hardware provisioning and Management will also be expected.

There are three critical areas to cover with this Request for Proposal. They have been grouped in the following Work Packages (WP):

SERVICE WORK PACKAGES:

• WP 1: Workplace Service
• WP 2: Hardware Management
• WP 3: Software Licensing

Although the various activities have been grouped in the three Work Packages listed above, they must be delivered as a unified, coherent service. In other words, all three WPs will be awarded to the selected provider as part of a single service contract. The separation of activities into distinct Work Packages is solely for internal accounting purposes.

EIT Urban Mobility is currently purchasing its main licenses directly through the main vendors at standard retail prices. In WP 3, as an additional option, the company is including the Software Licensing procurement and management, of the main workplace software products, as an optional WP of this request for proposal, aiming to obtain price discounts.

EIT UM will not restrict the use of third parties for specific tasks of the WP listed above. One-level of subcontracting will be authorised for very specific tasks or small projects. However, further subcontracting beyond the first level (i.e., second level and beyond) will not be authorised.

Regarding the expectations for this process, the following are some of the key functions the selected provider will be expected to deliver in a coherent and integrated manner. This list is not exhaustive, it is only meant to give an initial overview on the activities to be performed.

• Assurance that all IT Endpoint services are running properly, ensuring users ‘satisfaction.
• Offer remote and on-site (at Barcelona HQ) Endpoint Services to users, with a wide business hours Service Desk.
• Different technological fields expertise covered with staff with extensive technical experience, for any new need that may arise.
• IT Hardware management, support & provisioning for the primary IT assets (laptops, screens, keyboards, mice, headsets, etc.)
• Measure the service quality and provide regular service reports (at least on a monthly basis)
• Define and execute service improvements based on recurring issues, tool upgrades and general IT expertise. These improvements must be realistic and measurable.
• Access to expert support for the key tools (main productivity, security)
• Manage the IT onboarding & offboarding processes
• Manage the Company’s IT inventory (Hardware & Software)
• Work in collaboration with EIT UM Technology Department to ensure IT Data Security and Privacy
• Ensure that the defined EIT UM IT Policies are followed
• Provide faster responses to escalations coming from the Technology Department for critical issues (big impact or VIP issues).
• Ensure that the agreed SLAs are achieved monthly.
• Options to develop Process automation to support internal teams and functions. These automations must be developed in the corporate preferred solutions (mainly in Microsoft’s Power Platform).
• Options to use purchase software licensing (if potential discounts are available as resellers or preferred partners)

Check the Request for Proposals here.

To apply, please send the completed and signed the Tender’s Submission and Declaration Form.

Deadline for submissions: 24 November 2025 at 16.00 (CET)

Title: Rfp Workplace Service ´25-´28
Procedure ID: 5e9fdf07-d486-446d-a1da-92c1c993a2d1