REQUEST FOR PROPOSAL. For. Outsourcing of IT Service Desk and Desktop Support Services along with standards Service Desk Tool based on ITIL guidelines

Transcription

1 REQUEST FOR PROPOSAL For and Desktop Support Services along with standards Service Desk Tool based on ITIL guidelines RFP # no.: 10/S/HAAD/PT/2014 Bid issue date: February 24, 2014 Deadline for submission of proposals: March 23,2014 Closing time: 02:00 pm RFP #: 10/ S/HAAD/PT/2014 Page 1 of 39

2 INDEX Contents of the Request for Proposals... 4 Definitions and Abbreviations:... 5 Section A Instruction to Bidders... 6 ARTICLE 1 - TENDER PROCESS DEADLINES... 6 ARTICLE 2 - PACKING AND LABELLING OF PROPOSALS... 6 ARTICLE 3 - SUBMISSION OF PROPOSALS... 6 ARTICLE 4 - PROPOSAL CONTENTS... 7 ARTICLE 5 - BID BOND... 8 ARTICLE 6 - RFP TERMS AND CONDITIONS... 9 ARTICLE 7 - VALIDITY OF PROPOSAL... 9 ARTICLE 8 - INCOMPLETE AND LATE OFFERS:... 9 ARTICLE 9 - INQUIRIES... 9 ARTICLE 10 - ALTERATION OF PROPOSALS... 9 ARTICLE 11 - ELIGIBLE BIDDERS ARTICLE 12 - PROOF OF NON-PROFIT STATUS ARTICLE 13 - COSTS FOR PREPARING PROPOSALS ARTICLE 14 - CLARIFICATION ARTICLE 15 - EVALUATION OF PROPOSALS ARTICLE 16 - AMENDMENTS ARTICLE 17 - CONFIDENTIALITY ARTICLE 18 - OWNERSHIP OF PROPOSALS ARTICLE 19 - BID CANCELLATION ARTICLE 20 - DISCUSSION/NEGOTIATION ARTICLE 21 - AWARD Section B Terms of References...12 ARTICLE 1 - GENERAL BACKGROUND AND HAAD OBJECTIVES ARTICLE 2 - SPECIFIC BACKGROUND OF IT IN HAAD ARTICLE 3 - PURPOSE AND OBJECTIVES OF THE RFP ARTICLE 4 - SCOPE OF WORK & TECHNICAL REQUIREMENTS ARTICLE 5 - PERIOD OF PROJECT EXECUTION ARTICLE 6 - REQUIREMENTS ARTICLE 7 - DELIVERABLES Section C Draft Contract Agreement and Conditions...32 ARTICLE 1 - SUBJECT ARTICLE 2 - STRUCTURE OF THE CONTRACT ARTICLE 3 - CONTRACT VALUE ARTICLE 4 - COMMENCEMENT DATE ARTICLE 5 - PERSONNEL ARTICLE 6 - INFORMATION TO BE PROVIDED TO THE VENDOR ARTICLE 7 - REPORTING ARTICLE 8 - INVOICES ARTICLE 9 - CONTRACT PRICE ARTICLE 10 - CONTACT ADDRESSES ARTICLE 11 - PERFORMANCE BOND ARTICLE 12 - INTELLECTUAL PROPERTY ARTICLE 13 - NON-ASSIGNMENT ARTICLE 14 - ACKNOWLEDGEMENT ARTICLE 15 - PENALTIES ARTICLE 16 - CONFIDENTIALITY ARTICLE 17 - TAXES ARTICLE 18 - TERMINATION ARTICLE 19 - GOVERNING LAW AND LANGUAGE ARTICLE 20 - ENTIRE AGREEMENT RFP #: 10/ S/HAAD/PT/2014 Page 2 of 39

3 ARTICLE 21 - DISPUTE SETTLEMENT Annex I Evaluation Criteria and scores...38 Annex II Financial Evaluation Template...39 RFP #: 10/ S/HAAD/PT/2014 Page 3 of 39

4 Contents of the Request for Proposals The complete Request for Proposals shall include the following: Section A: Instructions to Bidders Section B: Section C: Terms of Reference (Technical requirements/ Scope of Work) Draft Contract Agreement and Conditions Annexes: Annex I: Evaluation factors and scores Annex II: Financial Evaluation factors and scores RFP #: 10/ S/HAAD/PT/2014 Page 4 of 39

5 Definitions and Abbreviations: The terms used in this RFP and the subsequent contract shall have the following meanings: Bidder A legal entity entitled to submit a proposal in response to this bid Vendor /OSP The awarded bidder selected to perform the project s scope of work Contracting Authority/HAAD Health Authority Abu Dhabi Days/months/years Calendar days/ months/years Project and Desktop Support Services along with standards Service Desk Tool based on ITIL guidelines. Government Government of Abu Dhabi N/A Not applicable RFP Request For Proposals TOR Terms of Reference ADSCIC Abu Dhabi Systems & Information Centre ITSM Information Technology Service Management OSP Outsourced Service Provider WO Work Order ITS Information Technology Section SLA Service Level Agreement ITIL Information Technology Infrastructure Library MFP Multifunction Printers RFP #: 10/ S/HAAD/PT/2014 Page 5 of 39

6 Section A Instruction to Bidders In submitting proposals, bidders must comply with all instructions contained in this RfP document. Failure to submit a proposal containing all the specified information and documentation (incl. All completed forms and templates, and a declaration that all the specified TOR will be accepted) within the stated submission deadline will lead to rejection of the proposal. Article 1 - Tender Process Deadlines Subject Date Deadline for requesting clarifications from the HAAD March Last date for issuing clarifications by the HAAD March Clarification Meeting N/A Deadline for submission of proposals March Public Bid opening of technical proposals to all participated Bidders in the Tender Terms for attending the Public Bid opening Session: The bidder s representative who wishes to attend the Public Bid opening should hold authorization letter stating his ID no. (Passport no.) Signed and stamped by the authorized person in his Company. March Time: 10:00 am Venue: Meeting room 2nd floor HAAD building (address stated below in Article 3/Section A) Article 2 - Packing and Labelling of Proposals Each submitted proposal must comprise a technical offer and a financial offer, each of which must be submitted separately. Each technical offer and financial offer must contain one original, clearly marked "Original", and 2 copies, each marked "Copy". Article 3 - Submission of Proposals Proposals must be submitted either by recorded delivery (official postal service) or hand delivery directly to the HAAD in return for a signed and dated receipt to the following address: Mr. Sultan Al Marzouqi Section Head of Procurement Health Authority Abu Dhabi P.O. Box nd floor Procurement Section Note: Proposals submitted by any other means (i.e, fax or ) will be rejected. Any deviation from these instructions (e.g., unsealed envelopes or references to price in the technical offer) is to be considered a breach of the rules, and will lead to rejection of the proposal. RFP #: 10/ S/HAAD/PT/2014 Page 6 of 39

7 The outer envelope should carry the following information: a) The address for submission of proposal indicated above; b) The reference code of the bid to which the bidder is responding: (10/S/HAAD/S/PT/2014 ) c) The name of the bidder. The pages of the Technical and Financial offers should be numbered. Article 4 - Proposal Contents A. Technical offer The Technical offer must include the following documents: Document Title Table of Contents, including page numbers. Full contact details of the key person in the company in case of any clarification requirements. *Letter of Submission on Contractor s letterhead signed and stamped by the person in charge or the Contractor s authorized representative acknowledging the Contractor s agreement to the terms and conditions of this RFP and certifying that all information offered in the submitted proposal are true, accurate, and complete. *An executive summary & Technical approach, demonstrating the bidder s understanding of the project s requirements, proposed solution for such project etc). The Executive Summary should contain a summary of the vendor s proposal written for nontechnical personnel. The summary should define: o Overall services offering including the proposed services approach/strategy, manpower resourcing, deliverables, service level agreements (SLAs) and associated support services; o State the number of offered on-site ( at HAAD main building) and off-site resources to cover and provide the services required herein Section- B of this RfP; o Explain how the proposed services offering are geared to address HAAD s operational business requirements and objectives. Audited Financial Statements for the past two years. The bidder should have a minimum of three years experience in UAE Market Copy of valid trade license/ Legal registration documents/agency registration in UAE. Bidder s project team organisation chart. Business references for at least three (3) projects of similar nature executed in the UAE/GCC, that shows that the bidder has a satisfactory performance record. Business References can be either copies of contracts (i.e., pages that shows the agreement and scope of work) or letter of references from entities for which the bidder has performed services of similar nature, to demonstrate the bidder s capability of meeting the project s requirements. Bidder is required to Check List Y/N RFP #: 10/ S/HAAD/PT/2014 Page 7 of 39

8 include details of points of contact (name, address, telephone number, etc.) for such references. Soft copy of the Technical proposal ONLY (with No reference to commercial offer). *Unconditional bid Bond Detailed CVs for the key experts and project team showing the number of staff involved in the project implementation, full time or part time and the time allocated to the project, per staff. The CVs for the key experts and project s staff incl. their language capabilities, their employment status with the bidder, and their legal status (current right to work in the UAE). Project Time schedule of the management's plan for the activities and the proposed solution. *Note: After the bid opening and in case bidder did not submit the required (*)documents stated above, the proposal will be administratively rejected immediately in the bid opening session without further consideration for review and evaluation. B. Financial offer The Financial offer should be quoted in U.A.E currency (AED), inclusive of all costs and all applicable tariffs and /or taxes and must be submitted using the attached template (Annex II). The Bidder should quote its prices clearly stating the total amount not to exceed basis per annum for providing the required services as per the RFP requirements stated in Section B showing a breakdown of the fee structure (i.e. :This should show the monthly charges to be paid to the Vendor and the rates of the proposed Vendor s staff, including all levels. etc). Important Notes to bidders in preparing the financial offer: A. It is bidder s responsibility to examine and consider all the RfP requirements while preparing the financial proposals and the offered off-site and on site resources for providing the services requested in Section B- herein. B. Bidders should quote the prices including all anticipated costs (i.e: accommodation, travels expenses.. etc) C. Bidders should provide the financial offer in two options as follows: 1- Option 1: State the financial offer for providing the services requested herein Section B- daily from 7 am to 4 pm, Sunday through Thursday D. Bidders should quote there prices per annum showing the monthly costs and break down for the monthly rate/per dedicated staff to the contract implementation. Article 5 - Bid Bond The bidder must submit a bid bond with an amount of AED 60,000 (Sixty Thousand Dirham) enclosed in the technical proposal. The bond shall be unconditional, valid for 120 days starting from the closing date of proposal submission and addressed to the Health Authority Abu Dhabi. Priority for issuing the Bid bonds in UAE should be from an Abu Dhabi Banks. The bid bond will be returned back to bidders after the evaluation and awarding processes are completed. The Bid Bond will be forfeited for RFP #: 10/ S/HAAD/PT/2014 Page 8 of 39

9 the benefit of the Contracting Authority in case the bidder withdraws prior to the lapse of the 120 days validity. The Bid Bond shall be returned back to the bidders as follows: To those who are not awarded this RFP; In case the Contracting Authority cancels this RFP; and To the bidder who is awarded this RFP on condition that the contract is signed. Article 6 - RFP Terms and Conditions Failure to meet the specified terms and conditions of this RFP at the time of submission of offer/proposal will result in disqualification of the Bidder. Article 7 - Validity of Proposal Proposals must remain valid and open for the acceptance of the HAAD for 120 days from the RFP closing date. Proposals specifying a shorter acceptance period will be rejected. Article 8 - Incomplete and Late Offers: Incomplete and late proposals will not be accepted. It is the bidder s responsibility to ensure that the proposal is submitted complete, on time and in accordance with the RFP terms and conditions. Late proposals shall be returned to Bidders unopened. Article 9 - Inquiries Bidders may submit questions in writing either through fax or to the following address and before the deadline stated in the table of tender deadlines (Article 1/ Section A). Contact name : Ms. Dina Mohsen Khaled Procurement Officer Address : Health Authority Abu Dhabi Fax no. : dkhaled@haad.ae Any clarification issued by the HAAD will be communicated in writing to all the bidders before date stated in the table above. No further clarifications will be given after the stated date. Note: Any clarification issued by HAAD will be communicated in writing to all the bidders & will be published on HAAD website: Bidders have to keep following the tender s update on the HAAD website. Any prospective bidders seeking to arrange individual meetings with HAAD or any of its employees concerning this contract during the bidding period may be excluded from the bidding procedure. Article 10 - Alteration of Proposals Bidders may alter their proposals by written notification prior to the deadline for submission of proposals stated in this RFP. No proposals may be altered after this deadline. RFP #: 10/ S/HAAD/PT/2014 Page 9 of 39

10 [ Article 11 - Eligible Bidders Bidders considered eligible to submit proposals are defined as the entity /organisation that is legally registered in the UAE to do business and can provide a valid certificate of legal registration/ trade registration license. Article 12 - Proof of Non-profit Status Bidders claiming non-profit status must provide certification from the registering body with their proposals. Article 13 - Costs for preparing proposals Under no circumstances will the HAAD accept liability for any costs incurred in connection to the preparation and submission of proposals even if the HAAD decides to reject all the proposals or cancel the tender altogether. Article 14 - Clarification During the evaluation process, the HAAD may request additional information from bidders with regard to the submitted proposal if deemed necessary by the tender evaluation committee. Article 15 - Evaluation of proposals The evaluation process will identify and recommend the proposal which is technically superior at reasonable price. The weight of the technical factors = 70 % The weight of the cost = 30 % Only proposals with average scores of at least 70 points in the technical evaluation criteria set out at Annex I qualify for the financial evaluation. C. Technical evaluation of bids The technical quality of each bid will be evaluated in accordance with the evaluation criteria specified in Annex I of this RfP document. No other award criteria will be used. The award criteria will be examined in accordance with the requirements indicated in this RfP. D. Evaluation of financial offers Upon completion of the technical evaluation, the financial offers of those bidders who passed the technical evaluation stage will be opened. Article 16 - Amendments During the proposal submission period, if the HAAD decides to modify/ change any requirement/s of the RfP, [the modification/s shall be released through the issuance of an amendment to the RfP.] Any amendment will be issued in writing and will be sent to all bidders. Article 17 - Confidentiality The entire evaluation procedure is confidential and all proposals are for official use only and may be communicated neither to the bidders nor to any party other than the HAAD. RFP #: 10/ S/HAAD/PT/2014 Page 10 of 39

11 Article 18 - Ownership of Proposals The HAAD retains ownership of all proposals received as part of this tender. Consequently, bidders have no legal right to have their proposals returned to them. Article 19 - Bid Cancellation The HAAD has the right at any stage in the bidding process to cancel the whole bid without justification to any of the bidders. In the event, Bidders will be notified in writing of the cancellation by the HAAD. Article 20 - Discussion/Negotiation HAAD may initiate discussions should clarification or negotiation be necessary. Bidders should be prepared to provide qualified personnel to discuss technical and contractual aspects of the proposal. Article 21 - Award Successful bidder will be notified in writing of the award. An award is not a contract and can be withdrawn at any time by HAAD prior to its signing of a definitive contract. Successful bidder will be required to sign at the completion of the selection process to sign a formal agreement on such terms and conditions as per HAAD s standard terms. The final agreement will stipulate that the application software and the recommended hardware configuration specified will satisfy the functions as stated in the RFP. Vendors should also be aware that the following documents will form part of the final contract: this RFP the vendor s proposal any other official correspondences between the authorized persons only from both parties in terms of s, letters and faxes that may be used to convey clarifications, commitments or requirements between HAAD and the selected Bidder. RFP #: 10/ S/HAAD/PT/2014 Page 11 of 39

12 Section B Terms of References Article 1 - General background and HAAD objectives Health Authority - Abu Dhabi (HAAD) is a Government Authority for the Emirate of Abu Dhabi with the mandate to regulate the delivery of healthcare services for the residents of the Emirate of Abu Dhabi. The primary functions of HAAD are: Enhance the quality of the healthcare services, within the Emirate of Abu Dhabi and to develop policies, standards, strategic plans, capacities and service levels. Establish and enforce regulations governing all aspects of healthcare provisioning for public and private healthcare facilities through the process of licensing and inspection. Issue licenses to all healthcare professionals wishing to practice in the Emirate through credentialing and examination process; Regulate the relationship between health insurance providers, healthcare facilities and patients. Regulate scope of services, premiums & reimbursement rates of providers and payer. Determine eligibility, and arrange, for U.A.E. national patients to obtain medical treatment abroad. Please visit to understand more about the activities at HAAD. In order to achieve above mentioned primary functions HAAD has adopted the following strategic directions: Providing access to affordable healthcare to everyone in the Emirate of Abu Dhabi through the introduction of mandatory health insurance Ensuring healthcare providers achieve world-class outcomes Maximizing patient safety with respect to all healthcare services and building patient trust in health system through systematic implementation of standards in both the public and private sectors, inspection against and enforcement of these standards, as well as through promoting participation in established international quality accreditation programs Expanding medical teaching and training capacities, as well as increasing the number of staff with international qualifications at all levels in the health system Enabling informed patient choice of healthcare providers based on transparent outcomes data and systematically measured customer satisfaction Promoting effective steering of patients through the system and efficient use of resources Promoting health awareness and healthy behaviors through increased screening for diseases, health awareness campaigns, vaccination programs, and other preventative initiatives Ensuring that the Emirate of Abu Dhabi s health system is prepared for all foreseeable emergency & disaster scenarios. RFP #: 10/ S/HAAD/PT/2014 Page 12 of 39

13 Article 2 - Specific background of IT in HAAD HAAD depends a great deal on Information Technology solutions & services for desktop office automation as well as core business applications to manage its business operations. The IT infrastructure currently in place consists of a full-fledged Data Center that connects all HAAD locations and offices, and serves the business needs of its employees, customers, associated business and government entities and the healthcare ecosystem at large. The IT Department (ITD) is one of the support services of the HAAD, with the responsibility to build and manage: 1. A comprehensive suite of business information systems. 2. A comprehensive suite of e-government services. 3. Underlying network computing systems, personal computing systems and support services. In line with the HAAD strategy and with the objective of maximizing focus on core services and maximizing the efficiency and effectiveness of support services; the IT department plans to outsource the functions of IT service desk integrated with Call Center and IT desktop support. ITD manages IT requirements of HAAD which consists of selection of Information Technology solutions as well as Deployment and Maintenance of IT Infrastructure and Applications in lines with HAAD s business objectives. The IT Infrastructure comprises of Desktops & Laptops, Printers & Scanners, Servers, Storage, Network & Security devices and related software components. In this context, HAAD is inviting leading IT Service Providers (OSP) to submit proposals for the provision of the IT services as specified in this Request for Proposal (RFP). 2. Article 3 - Purpose and Objectives of the RfP Strategic focus: Off-loading of non-strategic (commodity) IT processes and services to enable focus on strategic processes and initiatives. Service improvement: Improve efficiency and effectiveness of IT services leveraging the skills & capabilities of professional vendors. Service flexibility: Use flexible sourcing models that will enable the IT department to effectively cope with rapid growth in its products, services and client base. Cost reduction and cost transparency. Remediation of current service issues and improvement of user satisfaction levels. Enhance User Productivity, Knowledge & Awareness. Streamline Vendor Coordination for Warranty Support. Improve Hardware Spares Management & Software Library Support. RFP #: 10/ S/HAAD/PT/2014 Page 13 of 39

14 Article 4 - SCOPE OF WORK & Technical Requirements A. Organizational perspective From an organizational perspective, outsourcing includes following functional services that part of the IT organization (IT Services); these are: 1. The Helpdesk 2. The Desktop Support 3. Telecom Support (User side) 4. IT Asset Management (User side) The desktop support provides a wide range of technical services for end users on the site, remotely and over the phone. Following is a list for the key roles and responsibilities: Preparation of new PCs/notebook computers for deployment, including the unpacking, installation of the operating system, installation of applications and clients as per the user requirements, settings of operating system, user profiles, & PC BIOS parameters as per HAAD policies. Onsite installation of new PCs and locally attached peripherals such as printers (Dot-matrix & ID Card Printers only), image scanners. The installation includes site readiness inspection to verify availability of proper desktop, power outlets, & network outlets. Installation of additional applications as per user s requirements such as HAAD Business applications, Acrobat reader, etc. Inspecting and troubleshooting the Time attendance recording devices distributed across all sites. Upgrade of PC hardware as required such as increase of memory or hard disk size. Upgrade of Desktop Operating Systems & MS Office Suites as per HAAD requirement. Troubleshooting of hardware and software for PCs & Peripherals. (Network & MFP Printers exclude) Recovery (If possible) of lost user s data caused by hardware or software failures and user errors. Relocation of PCs & Peripherals (Network & MFP Printers excluded) as required by users. Service Management system rank must be one of the leaders per Gartner Group. Service Desk system from International company with a brand name and easy to integrate with other products from to do the full ITSM (information technology service management) job. Service Desk system shall be ITIL certified. Configuring user data backup mechanisms as required by users. Configuration and fine-tuning of existing applications on PCs such as internet browsers and office automation application settings. The helpdesk tool should be compliant with ISO20000 and HAAD ITSM Standard (currently under development) RFP #: 10/ S/HAAD/PT/2014 Page 14 of 39

15 Helpdesk staff located at the OSP must assume the following key roles and responsibilities: Single point of contact for IT related queries & IT related Support issues Receive incident reports from Users via telephone or Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors Record all required incident details on the incident management system Link the incident record to the User ID and configurations First level support to attempt to resolve the incident, use remote control if necessary for incident resolution If the incident requires escalation to level 2 support, the helpdesk staff create a work order on Service Desk and assign it to the appropriate level 2 technician / engineer Track the incident until closure and keep the User up to date with the incident status Functional escalation in case the incident resolution times exceed the agreed service levels Selective quality checks on closed incidents & service requests Receive service requests forms that have passed the business assessment and approval procedures Ensure the data migration of all existing transactions from current helpdesk tool (with as is status of all tickets) to new one. Link the service request record to the User ID and configurations Forward the service request to the proper IT technician / engineer, in accordance with the service request procedures Track the service request until closure and keep the User up to date with the status Functional escalation in case the service request completion times exceed the agreed service levels Notify Users about major system/network outages. In most cases, the outage notification template is filled by IT operations or applications teams then ed by the Service Desk staff to the appropriate distribution list The current estimated inventory of Desktops & Peripherals includes the following: Desktops/Laptops: Approx. 700 Printers (Dot-matrix & ID Card): Approx. 11 IP Phones: Approx. 525 Scanners Approx. 60 Tablets Approx. 90 Smart Phones (Blackberry) Approx. 65 Projectors Approx. 20 B. Systems perspective From a systems perspective the breakdown of support responsibilities is as follow: RFP #: 10/ S/HAAD/PT/2014 Page 15 of 39

16 End-user systems - Support outsourced to OSP Desktop computers Notebook computers Dot Matrix & ID Card Printers Scanners USB attached desktop devices Other desktop peripherals like barcode readers, special purpose serial printers Desktop operating systems Desktop applications (MS Office, MS Project etc) Desktop utilities (Internet Explorer, Adobe Acrobat, Macromedia Flash, etc.) Desktop virus defense Structured cabling system user side (socket and patch cable) Desktop management systems and tools o Incident o Problem o Configuration o Software distribution o Remote Control o Cloning and OS deployment C. Process perspective From a process perspective, the OSP will handle a variety of support related responsibilities that fall under 11 process domains: 1. Incident management 2. Service request management 3. Problem management 4. Desktop operations management 5. Change management 6. Configuration management 7. User (IT user) relations management 8. Vendor relations management 9. Service level management 10. People management 11. Platform management D. Tools & Resource perspective OSP must setup a Call Center with sufficient telephone lines and be integrated with Service desk system for quality review & exhaustive reporting facilities. This Call Center along with respective Service desk engineers must be located at OSP s office. OSP shall ensure to deploy an integrated suite of Desktop Management, Desktop Security, ITIL compliant Service desk system and Asset management system along with required Hardware & Software. OSP shall integrate the Desktop Management tool with the Nexthink Desktop Monitoring tool used in HAAD All these Hardware & Software Tools must be with RFP #: 10/ S/HAAD/PT/2014 Page 16 of 39

17 sufficient legal licenses to cater the entire HAAD IT requirements (OSP Resources & HAAD internal IT support team) and renewed at respective periods and transferrable to HAAD as and when required. Minimum Two Engineers must be equipped with Comprehensive IT Tool kits along with Mobile phones & Car with Valid UAE driving License. As part of these Tools & Resources, OSP must provide following minimum reports on Daily, Weekly & monthly basis: Overall Incident Summary reports. Incidents Summary reports location wise. Call Documentation reports. Call Capture reports. Average Call Answer time reports. Maximum Time to respond reports. First Call Resolution reports. Overall Work Orders Summary reports. Work Orders Summary reports location wise. Work orders response time reports. Work orders Resolution time reports. Service Requests Response time reports. Service Requests Completion reports. IT Assets recording reports. IT Assets History Reports Assets recording (New & updates) time reports. Periodic IT Assets Audit reports. The responsibility matrix below outlines HAAD view for the process responsibilities at the time of preparing the RFP. This responsibility matrix is not rigid and will be subject to change during the negotiations with the selected OSP. Responsibility matrix of services from process perspective Service / Task 1- Incident Management Level 0 / 1 incident management Level 2/3 incident management (End-User Systems) Level 2 / 3 incident management (Network Systems & Printers) User point of contact for incident status updates Known error documentation (End-User Systems and telecom devices) Known error documentation (Network Systems & Printers) Daily,weekly and monthly incident reporting Establish and maintain incident management Responsible Party OSP HAAD IT Both RFP #: 10/ S/HAAD/PT/2014 Page 17 of 39

18 Service / Task policies and procedures Real time Incident process visibility with status for all tickets Ability to change process definition by drag & drop tools in the application Develop & Document policies & procedures for Incident Management to achieve ISO20k Maintaining a Chargeback Model within the service desk for the various assets & services to end users. Maintain chat record & Functionality in the service desk tool between end users & IT 2- Service Request Management Business assessment and approval Recording and tracking of service requests on service request system Hardware and software procurement (Internal purchase requisition, Purchase Order, Tender, Summary of Quotation, Petty Cash, etc.) User point of contact for service request status updates Provision of service (End-User Systems and telecom devices) Provision of service (Network Systems) Establish and maintain incident management policies and procedures Conversion of call management to Incident or request management. Develop & Document policies & procedures for Service Request Management. 3- Problem management Problem recording and administration (End-User Systems ) Problem investigation and resolution (End-User Systems ) Problem recording and administration (Network Systems & Printers) Problem investigation and resolution (Network Systems & Printers) Establish and maintain problem management policies and procedures Publish Known error articles into KB after approval. Develop & Document policies & procedures for Problem Management. 4-Desktop operations management Responsible Party OSP HAAD IT Both RFP #: 10/ S/HAAD/PT/2014 Page 18 of 39

19 Service / Task Installation and configuration of End-User systems and telecom devices : Desktops scanners/barcode scanners/ Telephones (digital, IP, wireless IP) Preparation and annual desktop upgrade plan Implementation of annual desktop upgrade plan up to 150 Desktops Packaging and deployment of new software releases Packing and deployment of patches and hot- fixes (OS, security and application) Preventive and routine maintenance (End User system Printers excluded ) Ability to scan endpoints including SNMP devices & populate the information into service desk CMDB 5- Change Management Submit RfC (Request for Change) Assess RfC Approve / Disapprove RfC Implement Changes (End-User systems) Implement Changes (Network systems & Printers) Establish and maintain change management policies and procedures Develop & Document policies & procedures for Change Management. 6- Configuration Management Record all inventory and configuration items in the configuration management database (End- User Systems) Printers & Photocopiers Continuous update of inventory and configuration management records (End-User Systems) Record all inventory and configuration items in the configuration management database (Network Systems) Continuous update of inventory and configuration management records (Network Systems) Perform routine inventory and configuration audits Perform periodic inventory and configuration audits Reconciliation of inventory and configuration database Periodic and on demand exports from the configuration management database to the asset management system Responsible Party OSP HAAD IT Both RFP #: 10/ S/HAAD/PT/2014 Page 19 of 39

20 Service / Task Monitor software license utilization (End-User Systems) Monitor software license utilization (Network Systems) Establish and maintain configuration management policies and procedures Develop & Document policies & procedures for Configuration Management. Asset Management activities such as creation of asset, asset movement, Linking inventory to asset s, linking asset to users, asset to asset relationships, asset transfers Maintain asset structure with graphical relationships Maintain Impact Analysis for each CI in production 7- User (HAAD User) Relationship Management Point of contact for incident and service request status updates Create outage notifications Outage notification broadcast Point of contact for User complaints and suggestions Measure User satisfaction User account management Develop & Document policies & procedures for User Relationship Management. 8- Vendor Relations Management Liaison of vendor support (End-User Systems) Liaison of vendor support (Network Systems Liaison of procurement activities Vendor issue management Develop & Document policies & procedures for Vendor Management. 9- Service Level Management Set service level metrics and objectives Record service level exceptions (end-user System and telecom devices) Record service level exceptions (Network System) Service level reporting (End-User Systems and telecom devices) Service level reporting (Network Systems) Service level audits and spot checks Activate service level exceptions terms and Responsible Party OSP HAAD IT Both RFP #: 10/ S/HAAD/PT/2014 Page 20 of 39

21 Service / Task conditions (including penalty clauses) Conduct periodic SLA performance reviews Establish and maintain service level management policies and procedures Ability to maintain holidays & multiple calendars & timings. Develop & Document policies & procedures for SLA Management People Management Provide Service Desk technicians Provide Desktop /Telecom Support technicians Service Desk and Technical Support staff training and development Provide Service Desk & Technical Support manager Provide Overall Program Manager Provide configuration officer Provide change and release manager Provide OSP relations manager 11- Platform Management Acquire incident information system Implement incident information system Operate incident information system Acquire problem information system Implement problem information system Operate problem information system Acquire configuration information system Implement configuration information system Operate configuration information system Acquire change management information system Implement change management information system Operate change management information system Acquire software distribution system Implement software distribution system Operate software distribution system Acquire remote control system Implement remote control system Operate remote control system Acquire Imaging and PC deployment system Implement Imaging and PC deployment system Operate Imaging and PC deployment system Acquire software license monitoring system Implement software license metering system Operate software license metering system Acquire Hardware/Software Inventory system Implement Hardware/Software Inventory system Responsible Party OSP HAAD IT Both RFP #: 10/ S/HAAD/PT/2014 Page 21 of 39

22 Service / Task Operate Hardware/Software Inventory system Acquire Desktop Power management system Implement Desktop Power management system Operate Desktop Power management system Acquire Comprehensive Desktop Security system (Patch, Device Blocking, Vulnerability Assessment, Anti Spyware, Application Blocking) Implement Comprehensive Desktop Security system Provide Integration with NEXThink dashboard within the Service Desk console Enable Multiple Incoming mail addresses for ticket logging Provide mobile access of service portal to end users & IT staff Operate Comprehensive Desktop Security system Acquire Service Desk Call Management System Implement Service Desk Call Management System Operate Service Desk Call Management System Acquire Call Center & IVR system Implement Call Center & IVR system Operate Call Center & IVR system Responsible Party OSP HAAD IT Both E. Service Level Metrics / Term HAAD IT aims for SLA based provision of services. The list of SLA metrics and terms below outlines HAAD view at the time of preparing the RFP. Target Service Levels Service / Task 1- Incident Management Level 0 / 1 incident management Target Service Level Coverage hours from 7 am to 4 pm, Sunday through Thursday 100% incidents are recorded on the incident information system Adherence with HAAD incident management policies, procedures and standards 98 % call capture Average response time to a call = 10 Sec Max time to respond to a call = 25 Sec 60 % Level 1 (first call) incident resolution 90 % User satisfaction RFP #: 10/ S/HAAD/PT/2014 Page 22 of 39

23 Level 2/3 incident management (End-User Systems) User point of contact for incident status updates Daily incident reporting 2- Service Request Management Recording and tracking of service requests on service request system At least 4 active telephone lines Coverage hours as per specified above Work Order response times according to priority A = 15 Min B = 1 Hours C = 4 Hours D = 8 Hours PC, printer, scanner or telecom device (repair or replace time) according to priority A = 2 Hours B = 4 Hours C = 24 Hours D = 36 Hours 90 % User satisfaction incident status update within 15 min User notification by upon resolution Call statistics : -Total no. of calls -No. of unattended calls Incident statistics : - Total No. of Incidents - Closed Incidents - No. of created WO - No. of open WO - No. of closed WO 100 % service requests are recorded on the service request information system Adherence with HAAD service request policies, procedures and standards User point of contact for service request status updates 3- Problem management Problem recording and administration (End-User Systems and telecom devices ) Problem investigation and resolution (End-User Systems and telecom devices) 4- Change Management Implement Changes incident status update within 15 min User notification by upon service delivery completion 100 % Problem capture Adherence with HAAD problem management policies and procedures 100 % Problem resolution Only approved changes are implemented RFP #: 10/ S/HAAD/PT/2014 Page 23 of 39

24 5- Configuration Management Record all inventory and configuration items in the configuration management database (End-User Systems) (Printers & Photocopiers ) Continuous update of inventory and configuration management records (End-User Systems and telecom devices) Record all inventory and configuration items related to new projects in the configuration management database (End-User Systems) Perform routine inventory and configuration audits 100% items shall be recoded into the configuration databases 98% accuracy of inventory Max time to record new item= 24 Hours Adherence with HAAD configuration management policies, procedures and standards All items shall be updated using manual or automated procedures Max. time to update the record of a changed item=48 Hours Max. time to record new item= 2 days after getting project completion report with asset details. Adherence with HAAD configuration management policies, procedures and standards Inventory audits every 6 months Audit reports to HAAD Periodic and on demand exports from the configuration management database to the Every 6 months asset management system 6- User (HAAD User) Relationship Management Measure User satisfaction 90 % User satisfaction 7- Vendor Relations Management Document all vendor support requests Liaison of vendor support (End- User Systems) 8- Service Level Management Service level reporting (End- User Systems and telecom devices) Conduct periodic SLA performance reviews 9 - People Management Report vendor delays incidents to HAAD IT instantly Report every 6 months about overall vendors warranty commitment issues to HAAD IT Weekly online reports Monthly detailed reports generation & submission Monthly SLA Performance review meeting RFP #: 10/ S/HAAD/PT/2014 Page 24 of 39

25 Provide Service Desk technicians Provide Desktop Support Technicians Provide Service Desk/Technical Support Manager and Overall Program Manager Provide configuration officer & Service request officer 10- Platform Management Acquire incident information system Implement incident information system Operate incident information system Acquire problem information system Implement problem information system Operate problem information system Acquire configuration information system Implement configuration information system Operate configuration information system OSP staff should pass HAAD interview OSP commit to provide at least 50% of Arabic language speakers agents Staff replacement in case of persistent poor performance Adherence with HAAD HR (Code of Conduct) and Information Security policies and procedures OSP involved staff should pass HAAD interview Staff replacement in case of persistent poor performance Adherence with HAAD HR (Code of Conduct) and Information Security policies and procedures ITIL certified 5 years management experience Replacement in case of persistent poor performance Adherence with HAAD HR (Code of Conduct) and Information Security policies and procedures Experience in config. Management & handling Service requests. Replacement in case of persistent poor performance Adherence with HAAD HR (Code of Conduct) and Information Security policies and procedures RFP #: 10/ S/HAAD/PT/2014 Page 25 of 39

26 Acquier change management information system Implement change management information system Operate change management information system Acquire service level management system Implement service level management system Operate service level management system Acquire software distribution system Implement software distribution system Operate software distribution system Acquire remote control system Implement remote control system Operate remote control system Acquire cloning and PC deployment system Implement cloning and PC deployment system Operate cloning and PC deployment system Acquire software license monitoring system Implement software license monitoring system Operate software license monitoring system Acquire Comprehensive Desktop Security system Implement Comprehensive Desktop Security system Operate Comprehensive Desktop Security system Acquire Service Desk Call Management System Implement Service Desk Call Management System Acquire Imaging and PC deployment system Implement Imaging and PC deployment system RFP #: 10/ S/HAAD/PT/2014 Page 26 of 39

27 Operate Imaging and PC deployment system Acquire software license monitoring system Implement software license metering system Operate software license metering system Acquire Hardware/Software Inventory system Implement Hardware/Software Inventory system Operate Hardware/Software Inventory system Acquire Desktop Power management system Implement Desktop Power management system Operate Desktop Power management system Acquire Comprehensive Desktop Security system (Patch, Device Blocking, Vulnerability Assessment, Anti Spyware, Application Blocking) Implement Comprehensive Desktop Security system Operate Comprehensive Desktop Security system F. HAAD Site Details Following table provided approximate number of Desktops Laptops at respective HAAD locations: Site No of Desktops/Laptops HAAD Headquarters 400 IPC Office ( Murror Road) 50 Zayed Herbal Center (Near Mafraq) 150 Al Ain 50 Mortuary (Al Ain) 5 Mortuary (AD) 5 Madinat Zayed 10 Delma 3 Mortuary (Madinat Zayed) 2 SKMC CD Department 2 Mortuary- Mafraq Hospital 2 RFP #: 10/ S/HAAD/PT/2014 Page 27 of 39

28 G. Estimated Hardware Installations During 2014 Category No of new installations Desktop computers 120 Notebook computers 30 Scanners 10 Other Peripherals 5 H. Helpdesk & Desktop Support Staff (Required) Staff Position Helpdesk Agent 3 Onsite Support Desktop Support Engineer (HAAD 3 Head Office) Onsite Support Desktop Support Engineer (Zayed 1 Herbal Center) IT Asset Officer 1 Service Delivery Manager / Team Leader 1 Number of support staff I. Helpdesk Tools (Current) Product Name Version No of License LANDesk Management Suite Cosmocom Universe ( Call Center Tools from Enghouse Interactive) 5.2 Heat (Call Logging Tool from front range ) Nexthink Agent 1 Supervisor J. Samples of IT Break Down calls and Requests. Call Group Category Break Down Request System & Servers File Servers Group Policy Server Support Shared Folder access issues Restore Shared folder for missing files Mailbox related issue Spam Mail Mail delivery issue Mail Server related issue Browser related issues USB/DVD Access related Server related issues New Shared folder creation Shared folder access modification New mailbox creation New group mailbox creation Mailbox Quota Increase Existing group mailbox modification New policy update request for Browser Desktop Background updating New USB/DVD access USB/DVD access modification Server related access RFP #: 10/ S/HAAD/PT/2014 Page 28 of 39

29 Call Group Category Break Down Request Telecommunication Network Support VPN Domain Account Employee internal Transfer VPN Access related issues Password Reset Account Lockout New VPN Access request Internet access to blocked site New Domain Account creation Extending Domain Account Domain Display Name Change AD Log for frequent locked users Revoking Domain Account as part of Clearance Access Modification BB Service not Blackberry working New BB allocation BB Device not working Existing BB replacement CCTV Support CCTV System CCTV-Related requests E-Fax E-fax related issues New E-fax Access Request Etisalat USB Modem Device not working Request for Event/ Temporary use Symantec related Symantec related support IP Phone not International call facility working activation Unable to make New Phone Extension IP Phone external calls creation Uneble to receive Revoking Phone extension as external calls part of Clearance Call Center- Agent Enable/Disable Call related issue Forwarding LCD Voice Recorder LCD Screen Not working Voice recorder not working Qmatic System not working Changing the Display Name E-Fax E-fax related issues New E-fax Access Request LCD Screen related service - Installation & Implementation Qmatic Etisalat Line Network Port VPN Access LCD Display issue Etisalat Line issue / Fax Line issue Network Port not working Network Port Security VPN Access related issues Telephone call Recording Qmatic System - Shifting, Installation and Changes Changes in LCD Display New Request for Etisalat line New Port Implementation / Changes Network port security transfer Revoking Network Port as part of Clearance New VPN Access request Wi-Fi Wi-Fi access issues Wi-Fi Access Request RFP #: 10/ S/HAAD/PT/2014 Page 29 of 39

30 Call Group Category Break Down Request DBA Support Managed Print Service Application Support K. Organization Chart Firewall Related Intranet Firewall related access issues Internet not working ADSL Device / Line Issue Firewall related Requests ADS Line / New Link Request DBA Related Support DBA related issues DBA related Access Requests Vendor Escalation Vendor Escalation L. Helpdesk Average Monthly Statistics 2013 Average monthly helpdesk calls Contact Center (actual may vary up to 20%) 1900 Average monthly requests received by 250 % level 1 call resolution 65 % Average monthly calls escalated to OSP onsite support Desktop Engineers 425 Average monthly calls escalated to other internal support group (actual may 450 vary up to 20%) New software and hardware requisitions 5% RFP #: 10/ S/HAAD/PT/2014 Page 30 of 39

31 Article 5 - Period of project execution The period of execution of the whole project will be for Three years from signing the Agreement with HAAD to be renewable for one or more years with same terms and conditions based on the performance of the Vendor and HAAD sole discretion. Bidders should submit a detailed time schedule for the project implementation period and it phases. Article 6 - Requirements A. Personnel /Key experts Bidder should have appropriate and capable staff with qualifications and experience as follows:- A minimum of four years experience in setting up the IT helpdesk along with technical support based on ITIL best practices guideline, within the UAE. All Manpower resources shall be qualified Electronics/Computer engineers and trained and experienced with ITIL processes for service delivery management. The Team leaders and / or Managers allocated shall be ITIL certified. Manpower resources proposed must be a mix of English & Arabic speaking skill sets. B. Equipment / Facilities The Vendor will work in his own environment using his own equipment, however it is expected that the vendor will spend appropriate time in HAAD to carry out the assignment and during that can be provided with office space in HAAD while using his own equipment. Article 7 - Deliverables While HAAD will monitor the service levels of the Vendor as per above listed SLA terms, the Vendor should submit the following: Overall Incident Summary reports. Incidents Summary reports location wise. Call Documentation reports. Call Capture reports. Average Call Answer time reports. Maximum Time to respond reports. First Call Resolution reports. Overall Work Orders Summary reports. Work Orders Summary reports location wise. Work orders response time reports. Work orders Resolution time reports. Service Requests Response time reports. Service Requests Completion reports. IT Assets recording reports. IT Assets History reports Assets recording (New & updates) time reports. Periodic IT Assets Audit reports. Quarter and Annual Reports as per HAAD management Templates. RFP #: 10/ S/HAAD/PT/2014 Page 31 of 39