DIGITAL PLATFORM OPERATIONS
Managed Services Proposal
Recovery, Completion & Deployment
Pioneering Generative AI Solutions for Enterprise Excellence
ABOUT NEURAL ARC
Who We Are
Neural Arc is a specialized technology consultancy at the forefront of generative AI innovation, dedicated to delivering cutting-edge artificial intelligence solutions for businesses and enterprises worldwide. We are a team of expert AI engineers, data scientists, software architects, and domain specialists who share a common vision: to make advanced AI capabilities accessible, practical, and transformative for organizations of all sizes.
Founded on the principle that artificial intelligence should augment human capabilities rather than replace them, Neural Arc has established itself as a trusted partner for organizations seeking to leverage generative AI for operational excellence, innovation, and competitive advantage.
Our Generative AI Expertise
At Neural Arc, we specialize in generative AI—the transformative technology that enables machines to create, reason, and solve problems with human-like intelligence. Our work goes beyond traditional automation and rule-based systems. We design and implement AI solutions that can understand context, learn from data, generate insights, and execute complex workflows autonomously.
Introducing Helium AI
At the heart of our generative AI capabilities is Helium AI, our proprietary autonomous deep agent platform that represents a breakthrough in intelligent automation. Helium is not just another AI tool—it's a full-spectrum autonomous agent capable of understanding complex requirements, planning multi-step workflows, and executing tasks across diverse domains with minimal human intervention.
What Makes Helium Unique
Understand Context
Helium comprehends nuanced requirements, interprets ambiguous instructions, and asks clarifying questions when needed.
Plan Intelligently
It breaks down complex tasks into logical steps, identifies dependencies, and creates efficient execution plans.
Execute Autonomously
Helium can perform research, analyze data, generate content, write code, interact with systems, and deliver results—all without constant supervision.
Learn and Adapt
The platform continuously improves its performance based on feedback and outcomes.
Integrate Seamlessly
Helium connects with existing enterprise systems through APIs, databases, and standard protocols.
Enterprise-Grade Security
Built with reliability, security, and compliance as paramount considerations.
Our Track Record
Neural Arc has successfully deployed generative AI solutions across multiple industries and geographies. Our experience spans healthcare, finance, government, manufacturing, and professional services, with implementations ranging from intelligent document processing to autonomous customer service agents.
UNDERSTANDING THE RFQ
Project Context
This project supports the Department's objective of enabling a future-ready government by advancing an integrated and secure digital ecosystem, strengthening workforce agility and performance, and promoting best-practice governance, training, and procurement frameworks to deliver consistent and measurable outcomes.
Current Situation
Government entities under the Department of Government Enablement operate across diverse systems, processes, and maturity levels. While significant progress has been made in digitalization and workforce development, challenges remain in achieving full integration, consistency, and scalability across government services.
Key Observations
- Human capital systems and capability development initiatives are not uniformly integrated, limiting cross-entity collaboration and optimal workforce utilization
- Digital government services are evolving, but require stronger interoperability, enhanced security, and a more proactive service delivery model
- Training and professional development programs exist but require standardization and closer alignment with international best practices
- Procurement processes are functional yet fragmented, with opportunities to improve value realization and digital integration
Key Stakeholders
Department of Government Enablement
Project owner responsible for strategy, governance, and overall oversight
Abu Dhabi Government Entities
Primary beneficiaries responsible for adoption and implementation
Digital Government & IT Authorities
Manage digital platforms, integration, and cybersecurity
Procurement and Finance Authorities
Oversee compliance, value realization, and procurement effectiveness
EXECUTIVE SUMMARY
Neural Arc is pleased to submit this comprehensive proposal in response to the Department of Government Enablement's Request for Proposal for IT Service Management and DevOps Managed Services. We bring a unique combination of cutting-edge AI capabilities, proven enterprise experience, and deep expertise in building and operating DevOps environments at scale.
Our Proposal Delivers
- Build Phase: Complete DevOps environment setup within 60 days
- Operation Phase: Scalable managed services with ITIL 4 framework
- AI-Powered Automation: Leveraging our proprietary Helium AI platform
- 24x7 Support: Comprehensive L2 support for all platforms and applications
- Proven Track Record: 5 successful pilot projects and 4 active implementations globally
Key Value Propositions
| Benefit |
Impact |
| Rapid Deployment |
Complete build phase in 60 days with proven methodologies |
| AI-Driven Efficiency |
40% reduction in incident resolution time through Helium AI |
| Scalable Model |
Flexible packages adapting to changing needs |
| Global Expertise |
Best practices from UK, Singapore, US, and India implementations |
| Compliance Ready |
Built-in security and compliance frameworks |
PROPOSED BUILD PHASE SOLUTION
Build Phase Overview
Neural Arc proposes a comprehensive 60-day build phase to establish a world-class DevOps environment. Our approach combines proven methodologies, cutting-edge tools, and AI-powered automation to deliver a robust, scalable foundation.
Build Phase Timeline
Total Duration: 60 Days (8 Weeks)
Week 1-2: Assessment & Design
Current state assessment of existing systems, stakeholder workshops and requirements gathering, solution architecture design, tool selection and procurement planning, security and compliance framework design, and team mobilization and onboarding.
Deliverables:
- Current State Assessment Report
- Solution Architecture Document
- Tool Selection Matrix
- Security & Compliance Framework
- Project Plan with detailed milestones
Week 3-4: Infrastructure Setup
Azure environment provisioning, DevOps tools installation (GitLab, Jenkins, Azure DevOps), source code repository setup with branching strategies, CI/CD pipeline framework establishment, container orchestration setup (Kubernetes, Docker), and monitoring and logging infrastructure.
Deliverables:
- Provisioned Azure environments (Dev, Test, UAT, Staging, Production)
- Installed and configured DevOps toolchain
- Base CI/CD pipeline templates
- Monitoring dashboards and alerting setup
Week 5-6: Integration & Automation
Integration with existing systems (ServiceNow, ITSM tools), CI/CD pipeline customization for each platform, automated testing framework setup, Infrastructure as Code (IaC) templates, backup and disaster recovery configuration, and security scanning integration (SAST, DAST).
Deliverables:
- Integrated DevOps platform
- Custom CI/CD pipelines for all applications
- IaC templates (Terraform, ARM templates)
- Automated testing frameworks
- Backup and DR procedures
Week 7-8: Testing, Training & Handover
End-to-end testing of DevOps workflows, performance and load testing, security validation and penetration testing, team training and knowledge transfer, documentation completion, and go-live preparation and cutover planning.
Deliverables:
- Test Results and Sign-off
- Training Materials and Sessions
- Complete Documentation (SOPs, Runbooks, Architecture Guides)
- Go-Live Checklist
- Handover to Operations Team
DevOps Environment Architecture
Source Code Control Management
Tools: GitLab Enterprise, GitHub Enterprise, Azure DevOps Server
- Centralized code repositories with version control
- Branch protection and merge request workflows
- Code review automation with quality gates
- Integration with CI/CD pipelines
- Role-based access control (RBAC)
- Audit logging and compliance tracking
CI/CD Pipeline Management
Tools: Jenkins, GitLab CI/CD, Azure DevOps Pipelines
- Automated build and deployment pipelines
- Multi-stage pipelines (build, test, deploy, verify)
- Parallel pipeline execution for microservices
- Artifact management (Nexus, JFrog Artifactory)
- Container image building and registry management
- Infrastructure as Code deployment (Terraform, Ansible)
Container & Orchestration Platform
Tools: Docker, Kubernetes (AKS), Azure Container Registry
- Container image building and management
- Kubernetes cluster orchestration
- Auto-scaling and load balancing
- Service mesh for microservices communication
- Secrets management and configuration
- Health monitoring and self-healing
PROPOSED OPERATION PHASE SOLUTION
Operation Phase Overview
Neural Arc proposes a comprehensive, scalable managed service model for ongoing IT service management and DevOps operations. Our approach combines ITIL 4 best practices, AI-powered automation through Helium AI, and experienced resources to deliver world-class service management.
Managed Service Scope
Incident Management
- • 24x7 incident monitoring and response
- • Multi-channel incident logging
- • Incident categorization and prioritization
- • Major incident management
- • Root cause analysis
- • AI-powered intelligent classification
Problem Management
- • Proactive problem identification
- • Root cause analysis (RCA)
- • Known error database (KEDB) management
- • Workaround documentation
- • Problem resolution coordination
- • Trend analysis and prevention
Release Management
- • Release planning and scheduling
- • Build coordination and artifact management
- • Environment management
- • Deployment coordination and execution
- • Release validation and verification
- • Post-release support
Change Management
- • Change request assessment
- • Change Advisory Board (CAB) coordination
- • Change scheduling and planning
- • Change implementation support
- • Post-implementation review
- • Emergency change procedures
DevOps Operations
- • CI/CD pipeline maintenance
- • Source code repository management
- • Container and Kubernetes management
- • Infrastructure as Code (IaC) management
- • Security vulnerability management
- • Performance optimization
Continual Service Improvement
- • Service performance analysis
- • Improvement opportunity identification
- • CSI initiatives planning
- • Process optimization
- • Automation opportunities
- • Service review meetings
AI-Powered Service Management (Helium AI Integration)
Neural Arc's proprietary Helium AI platform provides intelligent automation across all service management processes:
Intelligent Incident Management
- Automated incident classification and prioritization
- Predictive incident detection
- Automated ticket routing to appropriate teams
- Natural language incident logging
- Automated resolution for common incidents
Proactive Problem Management
- Pattern recognition for problem identification
- Automated root cause analysis
- Predictive problem detection
- Knowledge base article generation
Smart Release Management
- Automated release impact analysis
- Intelligent release scheduling
- Deployment risk assessment
- Automated deployment verification
Predictive Analytics
- Capacity forecasting
- Performance trend analysis
- Anomaly detection
- SLA breach prediction
TEAM STRUCTURE & QUALIFICATIONS
Proposed Team Structure
Neural Arc proposes a flexible, scalable model based on resource allocation. Our team composition ensures comprehensive coverage across all service management disciplines while maintaining cost efficiency.
Core Team Composition
| Role |
Responsibilities |
Quantity |
| Project Manager |
Overall coordination and stakeholder management |
1 |
| Service Delivery Manager |
Service quality and SLA compliance |
1 |
| Senior Developers |
Technical leadership and complex problem resolution |
2 |
| Junior Developers |
Day-to-day operations and support |
2 |
| UI/UX Developer |
User interface and experience optimization |
1 |
Key Qualifications
- ITIL 4 Foundation and Practitioner certifications
- Azure DevOps and Kubernetes certifications
- Government sector implementation experience
- Security and compliance expertise (ISO 27001, NIST)
- AI/ML and automation specialization
- Bilingual capabilities (English and Arabic)
SECURITY & COMPLIANCE APPROACH
Security Framework
Neural Arc implements a comprehensive security framework aligned with international standards and UAE government requirements.
Security Standards
- ISO 27001:2022 Information Security Management
- NIST Cybersecurity Framework
- CIS Controls
- OWASP Top 10
- UAE Cybersecurity Standards
Access Control
- • Role-based access control (RBAC)
- • Multi-factor authentication (MFA)
- • Privileged access management (PAM)
- • Regular access reviews
- • Least privilege principle
Data Protection
- • Encryption at rest and in transit
- • Data classification and handling
- • Secure data disposal
- • Backup encryption
- • Data loss prevention (DLP)
Security Monitoring
- • 24x7 security monitoring
- • Security Information and Event Management (SIEM)
- • Intrusion detection and prevention
- • Vulnerability scanning
- • Threat intelligence integration
Compliance Management
- • Regular compliance assessments
- • Audit support and coordination
- • Policy and procedure documentation
- • Compliance training
- • Remediation tracking
COMMERCIAL PROPOSAL
Build Phase Investment
One-Time Build Phase Cost: AED 1,700,000
| Component |
Cost (AED) |
| Solution Design & Architecture |
180,000 |
| Infrastructure Setup & Configuration |
250,000 |
| CI/CD Pipeline Development |
320,000 |
| Integration & Automation |
280,000 |
| Testing & Quality Assurance |
220,000 |
| Training & Knowledge Transfer |
180,000 |
| Documentation & Handover |
120,000 |
| Project Management |
150,000 |
| Total Build Phase Cost |
1,700,000 |
Included in Build Phase
- Solution architecture and design
- Complete DevOps toolchain setup
- Custom CI/CD pipeline development
- Integration with existing systems
- Comprehensive training (5 days)
- Complete documentation package
- 30-day post-go-live support
Operation Phase - Managed Service Packages
Package 1
Essential Support (OFF-SITE)
27,150 AED
per month
Included Resources:
- 1 Project Manager
- 1 Service Delivery Manager
- 2 Senior Developers
- 2 Junior Developers
- 1 UI/UX Developer
Coverage:
- Up to 10 applications
- 24x7 incident support
- Business hours (8x5) for other services
- Monthly reporting
- Proactive monitoring and optimization
Package 2 - Recommended
Essential Support (ON-SITE)
42,000 AED
per month
Included Resources:
- 1 Project Manager
- 1 Service Delivery Manager
- 2 Senior Developers
- 2 Junior Developers
- 1 UI/UX Developer
Coverage:
- Up to 10 applications
- 24x7 incident support
- Business hours (8x5) for other services
- Monthly reporting
- Proactive monitoring and optimization
- On-site presence for better collaboration
Payment Terms
Build Phase
- 30% upon contract signing
- 40% upon infrastructure setup completion (Week 4)
- 30% upon successful go-live and handover
Operation Phase
- Monthly invoicing in advance
- Payment due within 30 days
- Annual contract with quarterly reviews
Contract Terms
- Minimum Commitment: 12 months for Operation Phase
- Notice Period: 90 days for contract termination
- Resource Scaling: 30-day notice for adding/removing resources
- Price Escalation: 3% annual increase (CPI-linked)
- Performance Guarantees: SLA-based credits for service failures
DIFFERENTIATORS & VALUE PROPOSITIONS
Neural Arc Differentiators
AI-Powered Service Management (Helium AI)
Unique Capability: Neural Arc is the only bidder offering a proprietary AI platform specifically designed for IT service management.
Business Impact:
- 40% reduction in incident resolution time through intelligent automation
- 60% automation of service requests
- 24x7 AI-powered support without human intervention
- Predictive analytics for proactive problem prevention
- Natural language interfaces in English and Arabic
Global Experience with Local Presence
Unique Capability: Proven track record across UK, Singapore, US, and India with experience in UAE government entities.
Business Impact:
- Best practices from global implementations
- Compliance with local regulations
- Cultural awareness and sensitivity
- Effective communication with stakeholders
- Smooth collaboration with government entities
Rapid Deployment Methodology
Unique Capability: Proven 60-day build phase methodology with pre-built templates and accelerators.
Business Impact:
- Faster time to value
- Reduced implementation risk
- Predictable outcomes
- Lower total cost of ownership
Flexible and Scalable Model
Unique Capability: Multiple service packages with ability to scale up/down with 30-day notice.
Business Impact:
- Cost optimization based on actual needs
- Flexibility to adjust resources
- Predictable budgeting
- Pay only for what you use
Ready to Transform Your Digital Operations?
Partner with Neural Arc to deliver world-class IT service management and DevOps excellence powered by cutting-edge AI technology.
Get in Touch
Neural Arc is uniquely positioned to deliver world-class IT service management and DevOps managed services to the Department of Government Enablement. Our combination of cutting-edge AI capabilities through Helium AI platform, proven global experience with local UAE presence, comprehensive service offerings covering all ITIL 4 practices, flexible and scalable model adapting to DGE's needs, and strong focus on innovation and continuous improvement makes us the ideal partner for DGE's digital transformation journey.
Our Commitment
- Completing the build phase within 60 days
- Delivering exceptional service quality with 95%+ SLA compliance
- Providing 24x7 support with bilingual capabilities
- Building local capabilities through knowledge transfer
- Contributing to Abu Dhabi's digital ecosystem
We look forward to the opportunity to partner with DGE and demonstrate our capabilities through this engagement.
Contact Information