ECHA/2020/666  Annex 1 to Tender Specifications  Technical Specifications Restricted  49 (77) 4.7.2.3. Data governance  4.7.2.4. Solutions architecture  4.7.2.5. Data architecture  4.7.2.6. Data mining / Analytics  4.7.2.7. Service design  • Proposals for improvement of the service and related products based on the  customer feedback and Service Desk ticket statistics  o Analysis of most commonly occurring issues that lead customers to contact  the Service Desk o Amount and distribution of tickets per area of service and identification of  most problematic areas  P.O. Box 400, FI-00121 Helsinki, Finland | Tel. +358 9 686180 | echa.europa.eu  • Service desk ticket statistics and their analysis, for example • Direct customer feedback collection and analysis from Service Desk activities  • Document algorithms  • Perform research, analysis and data collection  • Maintain and extend ECHA’s Enterprise Data Model • Seek for optimisation of the data • Contribute to data architecture assessments  • Ensure proper integration between products/modules: coupling, APIs and other  communication means, prevent overlaps or duplication  • Define, harmonise, improve processes in integration, test automation, continuous  delivery and code quality  • Support  Run  and  Grow  activities that require architecture competencies  • Support the implementation of policies and guidelines for the use of Information  Technology within ECHA  • Identify and facilitate the (re)use of shared infrastructure and software components  to reduce costs and avoid duplicities and divergences between solutions  • Ensure the solution is secure by design  • Assess the data governance maturity of ECHA or a business domain  • Define and implement a roadmap for improving the maturity to an identified target  state  • Contribute to the implementation and further development of a data governance  operating model, including roles and responsibilities for data steward actor types  • Contribute to the development of a data catalogue (relating the data glossary with  the data dictionaries)  The focus of Service Design is on maximising the value of the offered services for the  customers and stakeholders both in content and in quality and optimising the cost-benefit  ratio of the service. ECHA may request work in this area to support its service design  activities, for example 