MINISTRY OF INFORMATION AND COMMUNICATION TECHNOLOGY

Transcription

1 MINISTRY OF INFORMATION AND COMMUNICATION TECHNOLOGY REQUEST FOR PROPOSAL (RFP) 2015 /ح ك/ 4 ) RFP NO Microsoft Shared Services Maintenance and Support SOPC Proposal Deadline 30/11/2015

2 Table of Contents 1. INTRODUCTION OVERVIEW RFP ORGANIZATION CURRENT SITUATION PROJECT DESCRIPTION SERVICES IN SCOPE Secured Government Network Public Key Infrastructure Government Private Cloud SUPPORT SERVICES SERVICE LEVEL REQUIREMENTS Escalation Procedure and Penalties: HEALTH CHECK SUPPORT SERVICES SCOPE OF WORK SUPPORT AND MAINTENANCE HEALTH CHECK SUPPORT ADMINISTRATIVE PROCEDURES AND REQUIREMENTS ELIGIBLE BIDDERS RESPONSE PROCEDURES RESPONSE FORMAT RESPONSE SUBMISSION RESPONSE EVALUATION FINANCIAL TERMS CONFLICT OF INTEREST SECRECY AND SECURITY DOCUMENT PROPERTY REMOVAL AND REPLACEMENT OF PERSONNEL OTHER PROJECT RELATED TERMS KEY RFP DATES AND DEADLINES ANNEXES P a g e 2

3 ANNEX 1: MICROSOFT SHARED SERVICES BACKGROUND ANNEX 2: SAMPLE ARABIC AGREEMENT ANNEX 3: TECHNICAL AND FINANCIAL PROPOSAL RESPONSE FORMAT ANNEX 4: CONFIDENTIALITY AGREEMENT P a g e 3

4 DISCLAIMER THIS DOCUMENT IS A REQUEST FOR PROPOSAL (RFP), AND SHALL NOT BE CONSTRUED IN WHOLE OR PART AS A DIRECT OR INDIRECT ORDER. IT SHALL NOT BE CONSTRUED AS A REQUEST OR AUTHORIZATION TO PERFORM WORK AT THE EXPENSE OF MOICT AND/OR JORDAN EGOVERNMENT PROGRAM. THE INFORMATION IN THIS RFP IS INTENDED TO ENABLE THE CUSTOMER TO FORMULATE A PROPOSAL IN RESPONSE TO THE PROJECT REQUIREMENTS SET FORTH. ALTHOUGH THIS RFP CONTAINS SUCH ENABLING INFORMATION, BIDDERS MUST MAKE THEIR OWN INDEPENDENT ASSESSMENTS AND INVESTIGATIONS REGARDING THE SUBJECT MATTER OF THIS RFP. MOICT DOES NOT GUARANTEE THE ACCURACY, RELIABILITY, CORRECTNESS OR COMPLETENESS OF THE INFORMATION IN THIS RFP. THE BIDDER REMAINS RESPONSIBLE IN RELATION TO IDENTIFYING ANY FURTHER INFORMATION THAT IT REQUIRES TO PREPARE THE PROPOSAL. THIS RFP SHALL CONSTITUTE PART OF THE CONTRACT THAT WILL BE SIGNED BETWEEN MOICT AND THE WINNING BIDDER. P a g e 4

5 1. INTRODUCTION 1.1 OVERVIEW The is soliciting proposals from a local qualified Microsoft Partner in Jordan for the support of its shared services (customized packaged applications in addition to standard products) that are built based on Microsoft technology and products. Microsoft Partners are invited to submit both their technical and financial proposals since the services in the project scope entitle some customized codes and features that shall be acquired directly from Microsoft Premier Services and therefore shall require a back-to-back support agreement with Microsoft Premier Services to serve the same purpose. Refer to section 4 for more information about eligibility criteria. MoICT has compiled this RFP document to define the scope of work for the winning bidder; to provide full understanding of all the needed maintenance and support services. Bidders shall demonstrate experience and excellence in the provision and support of the products used on e-government shared services as well as a track record of similar projects in addition to evidence of having a back-to-back support agreement with Microsoft Premier Services. Winning bidder shall be responsible for providing support and maintenance services as per MoICT requirements also has to follow upon agreed activities and achieve desired goals and requirements so the project is managed efficiently and effectively, these activities, requirements and deliverables are described in details in section 3 below. Responses to this Request for Proposal (RFP) must conform to the procedures, format and content requirements outlined in this document. Deviation may be grounds for disqualification. 1.2 RFP ORGANIZATION This RFP provides the information to enable bidders to submit written proposals for the required scope of work and implementation guidelines. The organization of the RFP is as follows: SECTION 1: INTRODUCTION This Section outlines the project overall description, n and the current situation SECTION 2: PROJECT DESCRIPTION This section defines the detailed description of the support and maintenance requirements required to accomplish this project SECTION 3: SCOPE OF WORK This Section describes the winning bidder activities, technical and financial proposal requirements as well as deliverables for the successful completion of this project SECTION 4: ADMINISTRATIVE PROCEDURES AND REQUIREMENTS P a g e 5

6 This Section describes the administrative rules and procedures that guides the received proposals including dates, response formats for the technical and financial proposals, and their relevant legal and financial terms SECTION 5: KEY RFP DEADLINES AND DATES SECTION 6: ANNEXES This Section includes all Annexes for the RFP P a g e 6

7 1.3 CURRENT SITUATION The Jordan national e-government program has implemented in the past period many projects to achieve its objectives. Mainly the following projects/services are in this project s scope: Secure Government Network Project (SGN): Which is currently in its 5th stage connecting more than 100 Governmental Entities (GE) with a secure and high speed connectivity to enable the exchange of data between the different entities providing many communication services to be utilized on top of this layer, Active Directory, Exchange, SQL, SCOM, SCCM,DNS, RMS and Lync are examples of these services Government Private Cloud Project: Through which the Governmental Entities would be offered an Infrastructure-as-a-Service (IAAS) option using the Private Cloud Service Public Key Infrastructure Project (PKI): This project aims at providing a reliable method for validating the identity of employees, citizens, and businesses. This method would be needed to consolidate identity management, providing digital signature capabilities, and serving as a framework that enables electronic services to be performed securely The objective beyond this RFP is to provide a valid support contract for the above shared services that shall cater for the following: End to End supporting services System health checks Back to back support with Microsoft for customized and standards applications that shall guarantee incident restoration P a g e 7

8 2 PROJECT DESCRIPTION MoICT is seeking to implement a support and maintenance model for Microsoft products (customized and standard) through the introduction of a Third Party entity (in this case the winning bidder of this RFP) and shall rely solely on the winning bidder expertise and knowledge into resolving the issues that MoICT egovernment Program and government entities (Which are part of the SGN) face in the general and specific forms (in accordance to the scope of this RFP), Additionally, and as it was mentioned, the winning bidder shall provide MoICT with support services for the scope hereinafter on an end-to-end basis. For the purpose of this document, the following support levels are defined: Level 1 Support (Winning Bidder): Level 1 Support is provided and managed by the winning bidder. The winning bidder Level 1 help desk is the first point of contact for any incident reporting. Level 2 Support (Microsoft): Whenever an incident related to Identified Applications is not resolved by the Level 1, it is forwarded to the Level 2 (Microsoft Premier Support Services) Support team. In addition to the above, MoICT seeks to support the customized components (Refer to table below) by Microsoft by which winning bidders are required to trouble shoot problems and assign the responsible engineer to work side by side with Microsoft support team till the successful resolution for the reported incident(s). The PKI system is planned to be launched during Q4, 2015 for the government employees (1 st phase), for this wave, the winning bidder shall provide standard support for this component, however, for the 2 nd phase of PKI (Businesses/Citizens) winning bidder is required to acquire Custom support services from Microsoft for the 1 st year and starting from the actual launching date. For this year the winning bidder shall be working closely and side by side with Microsoft on resolving all reported incidents. After the completion of the 1 st year of support for the 2 nd phase of PKI, the winning bidder is expected to arrange for a handover session and in the presence for two engineers from egov Ops Center (400 level training) with Microsoft to make sure he will take full ownership for supporting this custom component for the whole duration of the remaining contract. At the end of the contract, winning bidder is required to arrange for the following: P a g e 8

9 1. Run a code review by Microsoft for the customized component, this stage is considered crucial for MoICT to ensure that the customize code is as same as Microsoft s code base, by which MoICT will maintain the same level of standardization on the customized component 2. Arrange for a handover session to the new winning bidder who is expected to manage the support contract for the next two years Before the completion of the contract, if the winning bidder fails to support the customized applications, MoICT has the right to ask the winning bidder to hand over the support back to Microsoft, by which the winning bidder is expected to do the following: 1. Go through Microsoft process of code review and handover to Microsoft 2. Resolve the code review findings and as per the remediation outcomes provided by Microsoft 3. Provide the back to back support for this customized component with Microsoft MoICT has the right to report all incidents for the winning bidder either via Phone or Web (Ticketing System or ), where all incidents must be logged and tracked by the winning bidder. Monthly meeting shall be conducted between MoICT, egovernment Operations team and the winning bidder to discuss the reported incidents and its status, to make sure the service level is met Winning bidder shall provide maintenance and support for the list of shared services described in this RFP, at the E-government Ops Center, which is currently located at National Information Technology Center (NITC). The services covered are those specified in section 2 and detailed in Annex 1 For the purpose of this RFP, 3 types of support services (Standard, Custom and Health check Support) are required; these are described in the following sections, the egovernment shared services are included in those 3 types of support based on their criticality and type (customized or standard): Application Type of Application* Criticality Level of Support Support Level Secured Government Network Standard Critical 24x7 Level1, Level2 Government Private Cloud Standard Critical 24x7 Level1, Level2 Public Key Infrastructure Standard Critical 24x7 Level1, Level2 PKI Government Employees (1 st phase)** PKI Citizens and Business (2 nd phase) Standard Not Critical 8x5 Level1, Level2 Customized Critical 24x7 Level1, Level2 *Standard are the non-customized applications example: Active Directory, Exchange, SCOM Customized are the applications that are developed and customized by Microsoft Consulting Services (MCS) to serve MoICT business needs **PKI will be launched on two phases, the 1 st phase will be for Government Employees, and it s required to be on 8x5 basis, however, when the 2 nd phase of PKI is launched, the 1 st phase shall be supported on a 24x7 basis P a g e 9

10 2.1 SERVICES IN SCOPE Secured Government Network The Secure Government Network (SGN) is a large initiative linking all government entities to a secure Government Network as a part of a recently developed Connectivity Strategy. The main role of the SGN is to provide connectivity to government entities. Currently, the following services are provided through the SGN: File sharing/exchange between government's entities connected through the SGN. services (electronic services that include messaging solution, calendar, personal communications tools, etc.). Inter-application communication The following services are made available to all government entities through the secured government network (SGN): Active Directory DNS and DHCP Exchange 2010 WSUS Hyper-V Forefront Endpoint Protection (FEB) Lync SCCM SCOM (at OPS Center) AD RMS For all technical details, please refer to Annex 1 Public Key Infrastructure The Jordanian government, represented by the Ministry of Information and Communication Technology (MoICT), has made significant advancements in the Electronic Government Program. One of the main challenges to this program, however, is the absence of a reliable online method for validating the identity of employees, citizens, and businesses. Such a method would be needed to consolidate Identity management, provide digital signature capabilities, and to serve as a framework that enables electronic services to be performed securely. In order to provide reliable identity management, MoICT has decided to deploy a National Public Key Infrastructure (PKI) solution. The solution will serve two segments of users: 1. PKI for Government Employees (1 st phase): catering for authentication and digital signature for Government Employees 2. PKI for Jordanian Citizens and Businesses (2 nd phase): catering for authentication and digital signature for Jordanian Citizens and businesses The Ministry of Information and Communication Technology (MoICT) is currently developing and implementing the National PKI solution which will provide a full identity management solution, which P a g e 10

11 makes it possible for the ministry to become the first Certificate Services Provider (CSP) in Jordan, accredit this solution to become Trusted CSP, and to start delivering certificate services for Jordan government employees and later as well for citizens and the private sector. For all technical details, please refer to Annex 1 Government Private Cloud The Government Private Cloud Project aims at offering the Governmental Entities with an Infrastructure as a Service (IAAS) using the latest Microsoft Enterprise Services division, in addition, some parts of the ESB and SGN servers are virtually hosted on this cloud in order to improve the server utilization. The Jordan National IT Center (NITC) owns the Government Data Center which hosts most of the central IT services for the government. It also provides some key services to other government entities, such as , Internet Access, and DNS registry. NITC is targeting modernizing the management of its data center servers and services, improving the operations and monitoring aspects through this project. Moreover, it is looking to leverage its position as the central IT government body to expand its services offerings to other government entities by providing Infrastructure as a Service capacity. The government private cloud consists of the following services: Component 1: Microsoft Data Center Services The Microsoft data center services have the following services: - Windows Server 2012 Hyper-V w/ Failover Clustering - Active Directory - SQL Server 2008 R2 SP1 Component 2: Management and Monitoring Tools The Management and Monitoring of existing services at egov OPS Center, namely the SGN and the ESB services is by using the Microsoft System Center suite of products. The system will be used to monitor other servers in the data center. Description about those applications and their role can be found in Annex 1 of this document. - System Center 2012 Virtual Machine Manager Service Pack 1 - System Center 2012 Operations Manager Service Pack 1 - System Center 2012 Configuration Manager Service Pack 1 - System Center 2012 Data Protection Manager - System Center 2012 Service Manager Service Pack 1 - System Center 2012 Orchestrator Service Pack 1 Component 3: Dynamic Data Center Toolkit v3 P a g e 11

12 This component is customized to meet MoICT business requirements. DCS is designed to receive the technical specifications for the servers that are needed by the government entities. For all technical details, please refer to Annex 1 Important: This component is considered out of the scope of this RFP as MoICT is looking to enhance the DCS service for the government cloud. 2.2 SUPPORT SERVICES MoICT seeks an 8x5 support and maintenance services for the: - Government employees segment of the Public Key Infrastructure (PKI) MoICT seeks a 24x7 standard support and maintenance services for all standard systems and applications of the: - Secured Government Network (SGN) - Government Private Cloud - Public Key Infrastructure (PKI) The PKI system is planned to be launched during Q4, 2015 for the government employees (1 st phase), for this wave, MoICT seeks an 8x5 support services, once the PKI system is launched for Citizen and Businesses (2 nd wave), MoICT seeks to upgrade the level of support to 24x7 2.3 SERVICE LEVEL REQUIREMENTS Bidders shall comply with the following service level requirements for this type of support: Severity Situation Expected Response Resolution Time 1 Submission via phone only Catastrophic business impact: Complete loss of a core business process and work cannot reasonably continue Needs immediate attention 1st call response time* in 1 hour or less Allocation and assignment of appropriate resources to sustain continuous effort on a 24x7 basis Rapid escalation and response Continuous Notification of MoICT and egov Ops team till the successful resolution of the reported incident Resolution time 4 hours Hours or less Notification of MoICT and egov Ops team every 1 hour till the successful resolution for the reported incident 2 Submission via phone Critical business impact: Significant loss or degradation of services 1st call response time in 1 hour or less Allocation and assignment of Resolution time 24 Hours or less Notification of MoICT P a g e 12

13 only Needs attention within 1 business hour appropriate resources to sustain continuous effort on a 24x7 basis Rapid escalation and response Notification of MoICT and egov Ops team and egov Ops team every 2 hours till the successful resolution for the reported incident 3 Submission via phone or web Moderate business impact: Moderate loss or degradation of services but work can reasonably continue in an impaired manner. Needs attention within 2 Business Hours 1st call response time in 2 hours or less Allocation and assignment of appropriate resources to sustain continuous effort on an 8x5 basis Notification of MoICT and egov Ops team Resolution time 72 Hours or less Notification of MoICT and egov Ops team every 3 hours till the successful resolution for the reported incident 4 Submission via phone or web Minimum business impact: Substantially functioning with minor or no impediments of services. Needs attention within 4 Business Hours 1st call response time in 4 hours or less Allocation and assignment of appropriate resources to sustain continuous effort during business hours Notification of MoICT and egov Ops team Resolution time is One Week or less Daily Notification of MoICT and egov Ops team till the successful resolution for the reported incident Where: *Response Time: The time it takes to acknowledge MoICT's issue in a non-automated way. It is calculated from the time of sending an explaining the incident, opening a ticket on bidder ticketing system, or conducting a phone call with the assigned support engineer until the time that MoICT is advised their problem has been received and is being addressed Resolution Time: Is the time taken to resolve the reported incident completely. Resolution Time (Restoration Time) is calculated from the end of the defined response time for each severity level as shown in the above table, it shall include the diagnostic and the fixing time for the reported incident. 2.4 Escalation Procedure and Penalties: For incidents classified as Severity Level 1, 2, 3 & 4, if the winning bidder: P a g e 13

14 1. Passed the Response Time: MoICT is entitled to fix the problem and to apply penalty on the winning bidder in accordance with the following criteria in the below table and all costs incurred by MoICT for fixing will be charged to the winning bidder. 2. Passed the Resolution Time: Escalation will be applied by notifying winning bidder s the assigned contact person and according to the escalation procedure provided by the winning bidder in their technical proposal Severity Penalty 1,2 A penalty of 100 J.D. shall be applied for each hour pass the response. This penalty shall continue for the first 24 hours (100x24). If delay continues, then the penalty of 500 J.D. per hour shall be applied and for the maximum duration of 3 days; after that, 3 rd party will be called to fix the problem 3 A penalty of 50 J.D. shall be applied for each day pass the response time. This penalty will be applied for the maximum duration of 5 days; after that, 3 rd party will be called to fix the problem. 4 A penalty of 50 J.D. shall be applied for each day pass the response time. This penalty will be applied for the maximum duration of 10 days; after that, 3 rd party will be called to fix the problem. 2.5 HEALTH CHECK SUPPORT SERVICES MoICT seeks to mitigate risk and increase reliability of the key systems as described in section 2 above, by having Risk and Health check support services to be provided by Microsoft for the following services, by which the winning bidder shall review the findings (in coordination with Microsoft, MoICT, egov Ops Center) and fix issues that might appear based on the remediation plan provided by Microsoft. Winning bidder is required to provide training by Microsoft to MoICT support engineers on how to use the health check tool and generate the findings report, by which MoICT reserves the right to run this tool at any time during its validity, winning bidder shall be responsible to resolve all findings that might appear in the findings report run by MoICT Shared Service Frequency of Risk and Health Check Systems Secured Government Network - 1 st at the beginning of the contract Government Private Cloud - 1 st at the beginning of the contract Active Directory Exchange Hyper-V P a g e 14

15 3 SCOPE OF WORK All deliverables required under the contract should be submitted in English unless agreed otherwise during project implementation. The winning bidder shall obtain approval of MoICT on all deliverables requested in Section 3 of this RFP. The total duration of this project implementation is 24 months (730 days) as of the date of order to proceed. All activities under this contract are subject to National Information Security Policies issued by e- Government Program i.e. password controls, security violations, unauthorized software, viruses, etc. 3.1 SUPPORT AND MAINTENANCE Winning bidder activities Provide support and maintenance services for 24 months (including manpower maintenance services) for the egovernment shared services mentioned in section 2 above Provide support and maintenance services on an 8X5 and 24X7 basis according to the requirements described in section 2 above Assign senior engineers with unique competencies to be responsible for resolving severity 1 and 2 of the reported incidents and as described in section 2 of this RFP Assign three engineers with unique competencies, to act as the focal point for supporting the customized application described for the scope of this RFP Responsible for managing (Trouble shooting, Opening Tickets with Microsoft, Managing the Resolution cycle ) all incidents that are reported on the customized and standard application Working closely along with Microsoft to gain the required knowledge on the customized applications (described for the scope of work for this RFP), by which Microsoft will be open and work for transferring knowledge to the winning bidder to be able to build the required skills. Before the completion of the contract, run a code review by Microsoft for the customized application to maintain the same level of standardization. Refer to section 2 for further explanation Before the completion of this contract, transfer knowledge on the customized application (described under the scope of this RFP)to the company who will be awarded for running the next support and maintenance contract Coordinate planned outages with the E-government Ops Center, all planned outages for the purpose of maintenance shall be conducted on Fridays, and if not, planned dates and times shall be agreed on with MoICT and e-government Operations Center Provide detailed implementation plan for any preplanned maintenance operation that may affect e-government shared services availability, functionality or stability, with necessity to provide roll-back plan before commencing with maintenance operation Adhere to response and resolution times as per service level requirements set for the e- Government shared services that are shown in section 2 above P a g e 15

16 Support and maintain the shared services mentioned in section 2 above, in terms of applying latest updates, patches, general fixes, configuration and testing Granting MoICT an access to a ticketing system that records all incidents reported by e- Government Ops Center, and generates reports of various incidents Fill and provide Service Report for each service provided by the winning bidder based on the template used by the e-government Ops Center Fill and Report Request for Change Form for each change necessary to be applied on the setup and as per the templates used by e-government Ops Center Technical proposal requirements The bidder is required to provide the following information in the technical proposal in relation to this component: Provide a proof for obtaining the back-to-back support from Microsoft for the whole duration of the contract for both custom and standard support Provide approach and methodology for ensuring winning bidder readiness to support and maintain the customized applications described under the scope of this RFP ( including the prework to be arranged with Microsoft) Provide approach and methodology for Software Update Management, taking into consideration the need for mitigating risks and security, responsibilities and insurance for not introducing extra risks in the future Propose the Software Update Management process that will be followed during contract for controlling the deployment and maintenance of interim software releases into production environments Proposed Organizational Structure for Custom Support Approach and methodology on how will the bidder build the required skills for supporting the customized applications and ensure transferring knowledge with Microsoft on the customized applications Approach and methodology for providing the support and maintenance services described in section 2 of this RFP ensure the compliance to the required SLA Provide the appropriate escalation procedures that guarantee corrective actions within a predetermined time Provide resumes of qualified support engineers who shall be responsible for maintaining and supporting the listed services, demonstrating their technical capacity for the selected products and technology and list the similar projects for each Financial proposal requirements The bidder is required to provide the following information in the financial proposal in relation to this component: List all costs associated with providing the support and maintenance services Deliverables The winning bidder is required to provide the following: P a g e 16

17 Service Report of work performed for each activity by the winning bidder Request for Change Form A list of all fix s, patches and releases that has been applied during the project 3.2 HEALTH CHECK SUPPORT Winning bidder activities Provide risk and health check by Microsoft for the services mentioned in section 2 above Review and discuss in coordination with Microsoft, MoICT and egov Ops the findings report and remediation plan Agree with Microsoft, MoICT and egov Ops Center on the findings to be resolved and handled by the winning bidder and/or Microsoft, agreed on the remediation plan Resolve the health check findings (After agreement with MoICT, egov Ops Center) (For health check conducted by Microsoft or Later by MoICT) and as per the requirements of this RFP described in section 2 and section 3.1 above and according to an agreed timeline and ownership For findings that are related to custom applications, winning bidder shall work side by side with Microsoft team to remediate the situation and as per the requirements described in section 2 above Train egov Ops team on the health check tool provided, as well as on understanding the findings report generated from this tool by Microsoft Technical proposal requirements The bidder is required to provide the following information in the technical proposal in relation to this component: Describe the approach of providing the health check services and approach in achieving winning bidder activities shown above Financial proposal requirements The bidder is required to provide the following information in the financial proposal in relation to this component: List all costs associated with providing the activities required under the health check support component Deliverables The winning bidder is required to provide the following: Risk and health check reports Remediation plan (including timeline and ownership) Findings are resolved Health check tools egov Ops team are trained and handed over with health check tools P a g e 17

18 4 ADMINISTRATIVE PROCEDURES AND REQUIREMENTS 4.1 ELIGIBLE BIDDERS Microsoft Partners with the following silver competencies as a minimum: 1. Cloud Platform 2. Data Center 3. Messaging OR Communication 4.2 RESPONSE PROCEDURES All inquiries with respect to this RFP are to be addressed to MoICT project manager in writing by mail, e- mail or fax with the subject MS Shared Services Maintenance and Support SOPC". Inquiries can only be addressed to SPOC@moict.gov.j by [Tuesday 10/11/2015]. Responses will be sent in writing no later than Monday [16/11/2015]. Questions and answers will be shared with all Bidders primary contacts. 4.3 RESPONSE FORMAT Bidders responding to this RFP should demonstrate up-to-date capabilities and experience in providing similar services and similar engagements of the same scope, size and nature especially in the public sector. Bidders written response to the RFP must include: Part I: Technical Proposal A. Corporate capability statement : Corporate capability statement must include all the following: Corporate technical capabilities and experience in implementing migration projects and other projects with related Exchange, Cloud Computing and reference to each component underlined in Section 3: Scope of the project. Detailed proposed Team Resumes (each resume will be subjected to the approval of MoICT, in case of replacements the winning bidder has to abide by MoICT requirements for replacements and approvals. In the implementation phase MoICT reserves the right to request replacement of any resource that cannot fulfill the job) Current client list, highlighting potential conflict of interest B. Technical proposal: The technical proposal should include the approach to achieving the scope of work defined in this RFP and delivering each of the major components as specified in the Deliverables section. In order for the evaluation to progress quickly and effectively, bidders are requested to provide Part I of their proposal as per the format described in Annex 3. Part II: Financial Proposal P a g e 18

19 The financial proposal should include a cost summary and a detailed cost analysis section. The cost summary must provide a fixed lump sum price in Jordan Dinars for the overall scope of work and deliverables including all fees, taxes including sales tax. The supporting detailed cost analysis should provide a breakdown and details of the pricing should be provided. The day rates and expenses for any consultants should be included separately along with the time for which they will be required. The bidder will provide separately all professional fees and expenses (travel, project equipment, accommodation and subsistence, etc) for the duration of the project. The pricing should show the proposed linkage between deliverables and payments. Financial proposal should include the Form of Bid المناقصة) (عرض and summary of remuneration بدالت األتعاب( )خالصة attached in the Arabic Sample Agreement under االتفاقية رقم 2 و رقم ) 3 (ملحق duly filled; signed and stamped by the bidder. The Financial proposal should be submitted in separation of the technical proposal. In order for the evaluation to progress quickly and effectively, bidders are requested to provide their proposal as per the format described in Annex 3. Part III: Bid Security This part includes the original Bid Guarantee. 4.4 RESPONSE SUBMISSION Bidders must submit proposals to this RFP to MoICT no later than 2:00 PM on Monday 30/11/2015 (Jordan Local Time). P.O. Box 9903 Amman Jordan Tel: Fax: POC@moict.gov.jo Proposals should be submitted as 3 separate parts each part in a separate well-sealed and wrapped envelope clearly marked, respectively, as follows: - Part I MS Shared Services Maintenance and Support SOPC - Technical and Corporate Capabilities Proposal. This part (envelop) should contain 3 hard copies (1 original and 2 copy) and 1 softcopy (CD) [in Microsoft Office 2000 or Office 2000 compatible formats]. This part should not contain any reference to cost or price. Inclusion of any cost or price information in the technical proposal will result in the bidder s proposal being disqualified as irresponsive. - Part II MS Shared Services Maintenance and Support SOPC Financial Proposal. This part (envelop) should contain 3 hard copies (1 original and 2 copy) and 1 softcopy (CD) [in Microsoft Office 2000 or Office 2000 compatible formats]. - Part III " MS Shared Services Maintenance and Support SOPC Bid Bond" This part (envelope) should contain 1 hard copy. This part should not contain any reference to cost or price. Inclusion of any cost or price information in the technical proposal will result in the bidder s proposal being disqualified as irresponsive. Note: Each CD should be enclosed in the relevant envelop. Late submissions will not be accepted nor considered and in case of discrepancy between the original hard copy and other hard copies and/or the soft copy of the proposal, the hard copy marked as original will prevail and will be considered the official P a g e 19

20 copy. Proposals may be withdrawn or modified and resubmitted in writing any time before the submission date. Regardless of method of delivery, the proposals must be received by MoICT no later than 2:00 PM 30/11/2015 (Amman Local Time). MoICT will not be responsible for premature opening of proposals not clearly labeled. 4.5 RESPONSE EVALUATION All responses to the RFP will be evaluated technically and financially and the winning proposal will be selected on the basis of best value in terms of technical superiority as well as cost effectiveness. Technical and financial proposals shall be reviewed by the Special Tendering Committee at MoICT and evaluated in accordance with the following procedure: The overall proposal will be evaluated both technically and financially, and will be awarded to the lowest best qualified proposal العروض المؤهلة).(أرخص Technical proposal shall be first evaluated according to the following criteria: - Company Evaluation: o Past Experience in similar projects and track records, related to Microsoft Private cloud, Active Directory, Exchange services and Migration projects o Level of Competencies - Staff Qualifications and Experience (local / international) o Resume of Account Manager ( 10 years of experience in similar field, PMP certification) o Resumes of support engineers responsible for maintaining the customized applications with the following requirements: Technical Lead (10 years in similar field, B.S degree in Computer Science, MIS or related fields) Quality Engineer (4 years of experience in similar field, B.S degree in Computer Science, MIS or related fields) Senior System Engineer (MCSE or MCITP, B.S degree in Computer Science, MIS or related fields, 6 years of experience in the following: Maintaining and Troubleshooting a Microsoft Windows Server 2008, 2012 Environment Maintaining and Troubleshooting Microsoft Windows Server 2008, 2012 Network Infrastructure Maintaining and Troubleshooting a Microsoft Windows Server 2008, 2012 Active Directory Infrastructure Maintaining and Troubleshooting a Microsoft Exchange Server 2010,2013 Maintaining and Troubleshooting a Microsoft SQL 2008, 2012 servers Maintaining and Troubleshooting a Microsoft System Centers Product Managing, Maintaining and Troubleshooting virtualization through Hyper-V Senior Developer (MCAD or MCSD or MCTS (SQL), B.S degree in Computer Science, MIS or related fields, 6 years of experience in the following: Development of enterprise applications based on design documentation; Windows (end-user and services) and Web application development using C#; P a g e 20

21 Developing applications based on SQL Server (table structure design, stored procedure development); WCF Web Service development; Experience in working with Team Foundation Server (work item management, source code control); Understanding PKI concepts o Resumes of support engineers responsible for working on the reported incidents of standard support (5 years experience, MCSE or MCITP, B.S degree in Computer Science, MIS or related fields) - Proposed Approach and Methodology in correspondence to the RFP requirements including to the following components: - Standard Support and Maintenance services - Customized Support and Maintenance services - Health check services Only those bidders that qualify in the technical proposal will have their financial offers reviewed. The Financial proposal will be evaluated only for companies who qualify, based on a minimum acceptable score that will be defined by the special tenders committee. The financial offer of those who do not qualify will not be opened and will be returned. MoICT reserves the right not to select any offer. MoICT also assumes no responsibility for costs of bidders in preparing their submissions. 4.6 FINANCIAL TERMS Bidders should take into consideration the following general financial terms when preparing and submitting their proposals: - All prices should be quoted in Jordanian Dinars inclusive of all expenses, governmental fees and taxes, including sales tax - The type of contract will be a fixed lump sum price contract including costs of all software or/and hardware, licensees, documentation, maintenance, support, knowledge transfer, training, warranty, and professional fees, profits and over heads and all other expenses incurred - A clear breakdown (table format) of the price should be provided including price for consulting time, other expenses, etc. - The bidder shall bear all costs associated with the preparation and submission of its proposal and MoICT will in no case be responsible or liable for these costs, regardless of the conduct or outcome of the proposal process. - The bidders shall furnish detailed information listing all commissions and gratuities, if any, paid or to be paid to agents relating to this proposal and to contract execution if the bidder is awarded the contract. The information to be provided shall list the name and address of any agents, the amount and currency paid and the purpose of the commission or gratuity. - The Bidder shall submit a (Tender Bond) proposal security on a form similar to the attached format in Jordanian Dinars for a flat sum of (25000 J.D) Jordanian Dinars Twenty Five Thousands (in a separate sealed envelope. The bond will be in the form of a bank guarantee from a reputable registered bank, located in Jordan, selected by the bidder. The bidder shall ensure that the (tender bond) proposal security shall remain valid for a period of 90 days after the bid closing date or 30 days beyond any extension subsequently requested by the tendering committee, and agreed to by the bidder. - Any proposal not accompanied by an acceptable proposal security (tender bond) shall be rejected by the tendering committee as being non-responsive pursuant to RFP. - The proposal security of the unsuccessful bidders will be returned not later than 30 days after the expiration of the proposal validity period. P a g e 21

22 - The winning bidder is required to submit a performance bond of 10% of the total value of the contract within 14 days as of the date of award notification letter. - The proposal security of the winning bidder will be returned when the bidder has signed the contract and has furnished the required performance security. - - The proposal security may, in the sole discretion of the tendering committee, be forfeited: If the bidder withdraws its proposal during the period of proposal validity as set out in the RFP; - The winning bidder has to pay the fees of the RFP advertisement issued in the newspapers. - MoICT is not bound to accept the lowest bid and will reserve the right to reject any bids without the obligation to give any explanation. - Bidders must take into consideration that payments will be as specified in the tender documents and will be distributed upon the winning submission and acceptance of the scope of work and of the deliverables and milestones of the scope of work defined for the project by the first party. - MoICT takes no responsibility for the costs of preparing any bids and will not reimburse any Bidder for the cost of preparing its bid whether winning or otherwise. 4.7 Legal terms Bidders should take into consideration the following general legal terms when preparing and submitting their proposals: - The bidders shall not submit alternative proposal. Alternative proposals will be returned unopened or unread. If the bidder submits more than one proposal and it is not obvious, on the sealed envelope(s), which is the alternative proposal, in lieu of returning the alternative proposal, the entire submission will be returned to the bidder and the bidder will be disqualified. - The proposal shall be signed by the bidder or a person or persons duly authorized to bind the bidder to the contract. The latter authorization shall be indicated by duly-legalized power of attorney. All of the pages of the proposal, except un-amended printed literature, shall be initialed by the person or persons signing the proposal. - Any interlineations, erasures or overwriting shall only be valid if they are initialed by the signatory(ies) to the proposal. - The bid shall contain an acknowledgement of receipt of all Addenda to the RFP, the numbers of which must be filled in on the Form of Bid attached to the Arabic Sample Agreement - MoICT requires that all parties to the contracting process observe the highest standard of ethics during the procurement and execution process. The Special Tenders Committee will reject a proposal for award if it determines that the Bidder has engaged in corrupt or fraudulent practices in competing for the contract in question. Corrupt Practice means the offering, giving, receiving or soliciting of anything of value to influence the action of a public official in the procurement process or in contract execution Fraudulent Practice means a misrepresentation of facts in order to influence a procurement process or the execution of a contract to the detriment of MoICT, and includes collusive practice among Bidders P a g e 22

23 (prior to or after proposal submission) designed to establish proposal prices at artificial non-competitive levels and to deprive MoICT of the benefits of free and open competition. - No bidder shall contact MoICT, its employees or the Special Tenders Committee or the technical committee members on any matter relating to its proposal to the time the contract is awarded. Any effort by a bidder to influence MoICT, its employees, the Special Tenders Committee or the technical committee members in the tendering committee s proposal evaluation, proposal comparison, or contract award decision will result in rejection of the bidder s proposal and forfeiture of the proposal security - The remuneration of the Winning Bidder stated in the Decision of Award of the bid shall constitute the Winning Bidder sole remuneration in connection with this Project and/or the Services, and the Winning Bidder shall not accept for their own benefit any trade commission, discount, or similar payment in connection with activities pursuant to this Contract or to the Services or in the discharge of their obligations under the Contract, and the Winning Bidder shall use their best efforts to ensure that the Personnel, any Subcontractors, and agents of either of them similarly shall not receive any such additional remuneration. - A business registration certificate should be provided with the proposal - The laws and regulations of The Hashemite Kingdom of Jordan shall apply to awarded contracts. - MoICT takes no responsibility for the costs of preparing any bids and will not reimburse any bidder for the cost of preparing its bid whether winning or otherwise. - If the winning bidder is an international company, it must provide a local representative or a local partner in Jordan. - Bidders must review the Sample Arabic Contract Agreement provided with this RFP and that will be the Contract to be signed with the winning bidder. Provisions in this Sample Arabic Contract Agreement are not subject to any changes; except as may be amended by MoICT before tender submission; such amendments are to be issued as an addenda. - Proposals shall remain valid for period of (90) days from the closing date for the receipt of proposals as established by the Special Tenders Committee. - The Special Tenders Committee may solicit the bidders consent to an extension of the proposal validity period. The request and responses thereto shall be made in writing or by fax. If a bidder agrees to prolong the period of validity, the proposal security shall also be suitably extended. A bidder may refuse the request without forfeiting its proposal security; however, in its discretion, the Special Tenders Committee may cease further review and consideration of such bidder s proposal. A bidder granting the request will not be required nor permitted to modify its proposal, except as provided in this RFP. - MoICT reserves the right to accept, annul or cancel the bidding process and reject all proposals at any time without any liability to the bidders or any other party and/withdraw this tender without providing reasons for such action and with no legal or financial implications to MoICT. - MoICT reserves the right to disregard any bid which is not submitted in writing by the closing date of the tender. An electronic version of the technical proposal will only be accepted if a written version has also been submitted by the closing date. - MoICT reserves the right to disregard any bid which does not contain the required number of proposal copies as specified in this RFP. In case of discrepancies between the original hardcopy, the other copies and/or the softcopy of the proposals, the original hardcopy will prevail and will be considered the official copy. P a g e 23

24 - MoICT reserves the right to enforce penalties on the winning bidder in case of any delay in delivery defined in accordance with the terms set in the sample Arabic contract. The value of such penalties will be determined in the Sample Arabic contract for each day of unjustifiable delay. - Bidders may not object to the technical or financial evaluation criteria set forth for this tender. - The winning bidder will be expected to provide a single point of contact to which all issues can be escalated. MoICT will provide a similar point of contact. - MoICT is entitled to meet (in person or via telephone) each member of the consulting team prior to any work, taking place. Where project staff is not felt to be suitable, either before starting or during the execution of the contract, MoICT reserves the right to request an alternative staff at no extra cost to MoICT. - Each bidder will be responsible for providing his own equipment, office space, secretarial and other resources, insurance, medical provisions, visas and travel arrangements. MoICT will take no responsibility for any non-government of Jordan resources either within Jordan or during travel to/from Jordan. - Any source code, licenses, documentation, hardware, and software procured or developed under Microsoft Shared Services Maintenance and Support SOPC Project - are the property of MoICT upon conclusion of Microsoft Shared Services Maintenance and Support SOPC Project. Written consent of MoICT must be obtained before sharing any part of this information as reference or otherwise. - Bidders are responsible for the accuracy of information submitted in their proposals. MoICT reserves the right to request original copies of any documents submitted for review and authentication prior to awarding the tender. - The bidder may modify or withdraw its proposal after submission, provided that written notice of the modification or withdrawal is received by the tendering committee prior to the deadline prescribed for proposal submission. Withdrawal of a proposal after the deadline prescribed for proposal submission or during proposal validity as set in the tender documents will result in the bidder s forfeiture of all of its proposal security (bid bond). - A bidder wishing to withdraw its proposal shall notify the Special Tenders Committee in writing prior to the deadline prescribed for proposal submission. A withdrawal notice may also sent by fax, but it must be followed by a signed confirmation copy, postmarked not later than the deadline for submission of proposals. - The notice of withdrawal shall be addressed to the Special Tenders Committee at the address in RFP, and bear the contract name Request for Proposal to MS Shared Services Maintenance and Support SOPC and the words Withdrawal Notice. - Proposal withdrawal notices received after the proposal submission deadline will be ignored, and the submitted proposal will be deemed to be a validly submitted proposal. - No proposal may be withdrawn in the interval between the proposal submission deadline and the expiration of the proposal validity period. Withdrawal of a proposal during this interval may result in forfeiture of the bidder s proposal security. - The Bidder accepts to comply with all provisions, that are explicitly stated in this RFP and any other provisions stated in the Standard Sample Arabic Contract Agreement attached hereto and Tendering Instruction and attached hereto. P a g e 24