USER MANAGEMENT SERVICE (UM-SER)

European Space Agency (ESA)

Published: Aug 7, 2026

Updated: Aug 8, 2026

About This Opportunity

This is a services contract in the information and communication technology sector, with a focus on Hardware, artificial intelligence and IT support. Located in International, Europe, this opportunity is open to firms and consortiums.

Published through ESA - European Space Agency, a multilateral development bank that follows standardized international procurement guidelines. Projects funded by multilateral institutions are generally open to international bidders from eligible member countries for services in the information and communication technology sector. Service contracts are typically evaluated on both technical quality and price, and may require bidders to demonstrate relevant experience and qualified personnel. This is an advance notice — the formal tender is expected to be published shortly. Interested parties can use this time to prepare documentation and identify potential partners.

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

Data provenance

This notice is sourced from ESA - European Space Agency and was originally published on August 7, 2026. Last refreshed today. BidsFactory mirrors official procurement notices and links back to the source for full legal text.

About European Space Agency (ESA)

European Space Agency (ESA) has issued 730 procurement notices on BidsFactory, including 269 currently open and 176 awarded contracts. Activity concentrates in Information & Communication Technology, Environment & Climate, and Transport & Logistics. Tenders span 10 countries including Denmark, Slovenia, and Czech Republic. Notices are distributed via ESA - European Space Agency. Most recent publication: August 7, 2026.

Frequently asked questions about this tender

Who is the contracting authority?

This notice was issued by European Space Agency (ESA) in International. The authority is responsible for evaluating bids, awarding the contract, and managing performance.

What type of contract is this?

This is a Services contract in the Information & Communication Technology sector. The classification helps bidders match the opportunity to their qualifications and registered scope of supply.

Where will the contract be performed?

The contract is for delivery in International. Foreign bidders should review local registration, taxation, and any in-country presence requirements before submitting.

How can I submit a bid?

Visit ESA - European Space Agency to access the full notice, required documents, and submission instructions provided by the contracting authority.