REQUEST FOR PROPOSAL: No. RFP/2013/561 FOR THE ESTABLISHMENT OF A CONSULTANT FRAME AGREEMENT FOR THE PROVISION OF

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1 DATE: 22 November 2013 REQUEST FOR PROPOSAL: No. RFP/2013/561 FOR THE ESTABLISHMENT OF A CONSULTANT FRAME AGREEMENT FOR THE PROVISION OF BUSINESS APPLICATIONS AND INFRASTRUCTURE SKILLS CLOSING DATE AND TIME: 31/12/ :59 hrs CET PLEASE NOTE THAT THE DEADLINE FOR THIS RFP HAS BEEN EXTENDED TO 31 December 2013 at 23:59 hrs CET. All other terms and conditions remain unchanged. Isaac Mcekeni Chief Global Services Procurement Procurement Management and Contracting Service, UNHCR 1

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9 RFP/2013/561 Annex A: Evaluation Criteria CRITERIA DESCRIPTION A. General A.1 Description of the company and the company s qualifications A.2 Detailed Financial Statements; Proof of Financial Stability A.3 Company's Management and Human Capital A.4 Company's Global Reach B. Service Scope Confirmation B.1 Business and Technological Expertise B.2 Technology Partnerships B.3 Quality Assurance B.4 Client Manager B.5 Service Level Agreements B.6 Customers and Customer References B.7 Monitoring and Reporting B.8 Relationship Management B.9 Uniqueness B.10 Sales Engagement Process (SOW admin, billing, etc.) B.11 Additional Proposal Sections C. Provision of Resources (independent of skill category) C.1 Short start-up (max. 10 days SOW to on-site/work commence), 3 months max. C.2 Long term, planned work (max. 8 weeks SOW to on-site), up to 12 months work D. Proof of Business and Technological Expertise Application Maintenance/Development Skills D.1 Oracle PeopleSoft Technology Skills Ability to provide from a large skill base Evidence of high quality skilled staff (sample CVs) D.2 Microsoft Technology Skills Ability to provide from a large skill base Evidence of high quality skilled staff (sample CVs) D.3 Java and Open Source Technology Skills Ability to provide from a large skill base Evidence of high quality skilled staff (sample CVs) D.4 Project Management Skills Ability to provide from a large skill base Evidence of high quality skilled staff (sample CVs) D.5 Specialized Skills Ability to provide from a large skill base Evidence of high quality skilled staff (sample CVs) Weight max 30% max 30% per Skill Set

10 ICT Infrastructure Skills D.6 Operate, Support, and Monitor Ability to provide from a large skill base Evidence of high quality skilled staff (sample CVs) D.7 Specialized Skills Ability to provide from a large skill base Evidence of high quality skilled staff (sample CVs) D.8 Project Management Skills Ability to provide from a large skill base Evidence of high quality skilled staff (sample CVs)

11 DIVISION OF INFORMATION SYSTEMS & TELECOMMUNICATIONS (DIST) Request for Proposal Annex B: Terms of Reference for Business Applications and ICT Infrastructure Skills United Nations High Commissioner for Refugees

12 UNHCR/DIST Request for Proposal Annex B Table of Contents TABLE OF CONTENTS INTRODUCTION INTRODUCTION TO UNHCR PROPOSAL BACKGROUND OBJECTIVES Vision Business Objectives Capacity Management RFP Objectives CURRENT ENVIRONMENT APPLICATION MAINTENANCE/ DEVELOPMENT TECHNICAL ENVIRONMENT TECHNOLOGIES FUNCTIONAL AND TECHNICAL RESOURCE IN-SOURCING RESOURCE PROFILE CATEGORIES Oracle PeopleSoft Technology Skills Microsoft Technology Skills Java and Open Source Technology Skills Project Management Skills Specialized Skills CURRENT ENVIRONMENT ICT INFRASTRUCTURE TECHNICAL ENVIRONMENT TECHNICAL RESOURCE IN-SOURCING RESOURCE PROFILE CATEGORIES Operate, Support, and Monitor Specialized Skills Project Management Skills SERVICES PROPOSAL RESOURCE PROFILE CATEGORIES PROJECTS & OUTSOURCING COMPANY PROFILE AND BACKGROUND Company Profile Financial Stability Financial Statements Application Maintenance Revenues Development Maintenance Revenues Infrastructure Service Development Revenues Management and Human Capital Staffing Levels Human Capital Hiring, Training and Mentoring Process IT Experience Certification Programs Competencies Development Retention Levels Global Reach Locations Resources Systems Strategic Relationships Work Permits SERVICE SCOPE CONFIRMATION Page 2 of 33

13 UNHCR/DIST Request for Proposal Annex B Business and Technological Expertise Application Maintenance/Development ICT Infrastructure Resource Profiles Customers Technology Partnerships Quality Assurance Client Manager Service Level Agreements Customers and References Monitoring and Reporting Relationship Management Uniqueness Sales Engagement Process Additional Proposal Sections COMMERCIAL PROPOSAL MANNER OF SUBMISSION SALES ENGAGEMENT PROCESS Contractual Terms Price Pricing Models Standard Rates ADDITIONAL INFORMATION EVALUATION OF PROPOSALS TERM OF CONTRACT UNHCR GENERAL CONDITIONS FOR THE PROVISION OF SERVICES UNHCR VENDOR REGISTRATION FORM UN SUPPLIER CODE OF CONDUCT PERFORMANCE Performance Reviews Service Level Agreements SECURITY PROCEDURES INVOICES PAYMENT TERMS/PRICE POLICY Payment Terms Service Level linked Payments TRAVEL AND MISSIONS INSTRUCTIONS ON COMPLETING THE SPREADSHEETS General information Technical information Commercial information APPENDIX A. CURRENT TECHNICAL ENVIRONMENT APPENDIX B. ADDITIONAL INFORMATION Page 3 of 33

14 UNHCR/DIST Request for Proposal Annex B 1 Introduction 1.1 Introduction to UNHCR The U.N. General Assembly established the Office of the United Nations High Commissioner for Refugees (UNHCR) in 1950 to provide protection and assistance to refugees. Today, UNHCR is one of the world's principal humanitarian agencies; it has more than 8,600 staff helping 36.4 million people in more than 127 countries. For more information, please see Proposal Background The goal of this RFP is to establish a Consultancy Framework Agreement with multiple partner companies for the supply of appropriate resources when required to develop and maintain UNHCR s IT applications, infrastructure, and related services. The resources would work at Head Office in Geneva, Budapest, and Amman, and potentially at other UNHCR office worldwide or offshore on discreet projects. In realizing these ambitions, UNHCR would seek a significant cost reduction annually and sustainable over the subsequent three (3) years. The initial period of this Consultancy Framework Agreement will be for two years, extendable for an additional one year. This Request for Proposal (RFP) invites selected organizations to submit a proposal to provide skilled resources as and when required which would meet UNHCR s initial objectives. UNHCR intends to shortlist a number of potential service providers following evaluation of the proposals submitted. Short listed suppliers will be requested to give brief presentations of their proposed services and to supply reference clients who will be contacted prior to award of preferred supplier status. It is strongly recommended that this document be read thoroughly before any contact is made with UNHCR. Failure to observe the procedures laid out in this document and the covering letter may result in disqualification from the evaluation process. 1.3 Objectives Vision UNHCR is undergoing a restructuring of the ICT organization at present defining both structural and process changes to improve IT service delivery efficiencies. As part of the restructuring, the Division of Information Systems and Telecommunication has established Managed Service contracts with key partners to manage many aspects of UNHCR s ICT infrastructure and applications. In order to supplement its Managed Service contracts, DIST would like to establish a set of partnerships (frame-agreements) for application maintenance/development and infrastructure resources with multiple external service providers (Partners), who will be able to assist DIST in the following key areas: Provision of resources to address numeric and skill gaps on activities carried-out/managed internally. Performance of clearly defined pieces of work, such as small-medium size projects and applications maintenance activities, on-site, off-site and/or offshore. Page 4 of 33

15 UNHCR/DIST Request for Proposal Annex B Provision of ICT infrastructure architecture design, implementation and operation, including project management, systems integration, security, monitoring and performance management This would enable DIST to be more efficient and cost effective in its provision of services internally Business Objectives The principal business objective of this RFP is to establish the best means of delivering the required applications maintenance/development and ICT infrastructure resources that will: a) Improve cost control and predictability measured by providing accurate capacity estimates to support planned projects and services avoiding cost overruns, and to adjust costs based on increases or decreases in service requirements. b) Deliver consistent, reliable and quality services measured by performance in accordance with Service Level Agreements and a joint process of performance review, strategic direction and best practices. c) Provide the ability to quickly react to changes in business requirements (and changing portfolio of applications) through the ability to react to business opportunities or initiatives and to bring resources to bear in a timely manner. d) Have the capacity to operate, support, and maintain the existing ICT infrastructure while in parallel performing upgrades to versions and/or migrations to new technologies Capacity Management UNHCR would seek multiple Partners that can provide a mix of Functional, Technical, Project Management (PM) and other specialized resources using the on-site (in-sourcing) and off-site (near-shoring/off-shoring/out-sourcing) models to enable DIST meet the increasing demands (resource & skills) from the user community without the need to increase its internal headcount. UNHCR s requirements for application maintenance/development and ICT infrastructure resources are illustrated in Table 1 and Table 2 below, respectively. UNHCR is also looking to outsource specific development activities (work packages) for (i) applications maintenance and enhancements and (ii) infrastructure maintenance and enhancements, in addition to the development of new applications/services (projects). However, UNHCR expects to retain its core group of functional and technical resources for day-to-day support activities and to meet ad-hoc maintenance requests in a timely manner. Table 1: Applications Maintenance/Development Capacity Management Requirements Outline Activity UNHCR Project Manager PARTNERS Functional Technical Project Functional Manager Technical Day-to-day problem requirements specification support, analysis, Applications enhancements, Page 5 of 33

16 UNHCR/DIST Request for Proposal Annex B maintenance small projects and New projects Table 2: ICT Infrastructure Capacity Management Requirements Outline Activity Operate, Support, and Monitor UNHCR Technical Project Manager PARTNER Technical Service upgrades Service migrations Project Manager Management and other specialized skills RFP Objectives This Request for Proposal is intended to give potential service/resource providers the necessary information to enable them to submit proposals in the required format and in the required timescale that best meet UNHCR s objectives. In addition, it describes how such proposals will be evaluated and sets out the way in which any necessary communications between potential providers and UNHCR should be handled. UNHCR is not seeking a compilation of standard materials and marketing collateral relevance and quality, rather than quantity should be considered while proposals are being assembled. UNHCR wishes to emphasize that the information contained herein is intended to compare approaches on a like for like basis to produce an efficient and fair evaluation process. Page 6 of 33

17 UNHCR/DIST Request for Proposal Annex B 2 Current Environment Application Maintenance/ Development 2.1 Technical Environment The UNHCR technical environment consists of both custom developed and package built applications to support the business needs. Geneva is currently the main technology center for UNHCR with most of the applications deployed there. The relocation of significant backoffice functions from Geneva to Budapest in 2008 also means that any application available in Geneva is also available in Budapest. In addition, the world-wide satellite (VSAT) and terrestrial (WAN) networks now mean that virtually all applications are available to all UNHCR staff irrespective of their location. 2.2 Technologies UNHCR is specifically looking for functional and technical skills in key applications development environments currently in use: ERP/PeopleSoft: A full set of functional and technical resources to cover all modules in use at UNHCR (Financials, Supply Chain Management, Budgets, Human Resources, Global Payroll, and Enterprise Portal); Microsoft technologies: Technical and functional skills to develop and support a variety of custom-developed client server and web-enabled applications using Microsoft products and technologies). This includes mission critical strategic organization-wide applications for Refugee Operations, Registration and Protection (progres). Biometrics (in particular photo and finger printing) technologies are integrated into progres. Java and Open Source: A smaller number of custom-developed PC and web-enabled applications using Java and other Open Source toolsets (Perl, PHP, MySQL etc.). This also includes strategic organization-wide applications such as FOCUS for Results Based Management. In addition, where necessary, resources to fill gaps for Project Management and other Specialized Skills will also be sought. UNHCR is not necessarily looking for a single source supplier for all of these resources and is expecting to sign one or more Consultancy Framework Agreements for each of these areas. 2.3 Functional and Technical Resource In-sourcing UNHCR applications portfolio is currently supported by a core internal team, which enables DIST to provide a flexible support service, including urgent system changes at relatively short notice. From time-to-time DIST has to address certain gaps in skills and/or resources by hiring short-term resources to assist with internally managed activities: including applications design, development, conduct upgrades, testing, and maintenance of current applications. As part of UNHCR s five year ICT Strategy some of the existing applications are to be replaced/enhanced with new packages/ technologies. It is likely that some new project development, undertaken by UNHCR, will increasingly be transitioned offsite/offshore. Page 7 of 33

18 UNHCR/DIST Request for Proposal Annex B 2.4 Resource Profile Categories The following is a full set of the resource profiles for application maintenance/development skills. Bidders will be expected to respond to one or more profile categories Oracle PeopleSoft Technology Skills UNHCR recognizes that no one functional or technical consultant will have experience in all the modules in use at UNHCR, but would expect successful bidders to be able to demonstrate that their skill base covers all the modules and technical tools. From time to time, UNHCR will call on the successful bidders to provide specialist PeopleSoft skills (e.g. Global Payroll or e-performance) and would expect them to be able to do so at relatively short notice. Preference will be given to companies with previous work experience in UNHCR, or the UN, or in an international organization environment and knowledge of PeopleSoft Financials, Supply Chain, Budgeting, HR and Global Payroll modules. PeopleSoft Financials Functional Analyst: Expert functional knowledge in a mix of Finance modules in use at UNHCR (GL, AP, AR, KK, CM, RM, DM, EPM-(Planning and Budgeting) across multiple versions v8.4, v8.9(epm), v9.0, and v9.1) with at least five years previous hands-on relevant experience. Ability to compile key deliverables of a project lifecycle (e.g. requirements definition, document business & system processes, test plans, etc), conduct fit-gap analysis, match user requirements to PeopleSoft functionality, compile technical specifications and conduct integration and user acceptance testing activities. Possess good knowledge of the PeopleSoft technical environment and tools, such as: PeopleTools, PeopleCode, Query, Crystal Reporting, SQR, SQL, n-vision. Functional knowledge of PeopleSoft Supply Chain modules. PeopleSoft Supply Chain Functional Analyst: Expert functional knowledge in a mix of the Supply Chain modules in use at UNHCR (PO, INV, AM across versions v8.4, v9.0, and v9.1) with at least five years previous hands-on relevant experience. Ability to compile key deliverables of a project lifecycle (e.g. requirements definition, document business & system processes, test plans, etc), conduct fit-gap analysis, match user requirements -to PeopleSoft functionality, compile technical specifications and conduct integration and user acceptance testing activities. Possess good knowledge of the PeopleSoft technical environment and tools, such as: PeopleTools, PeopleCode, Query, Crystal Reporting, SQR, SQL. Functional knowledge of PeopleSoft Financials modules. PeopleSoft HR Functional Analyst: Expert functional knowledge in a mix of the HR modules in use at UNHCR (Workforce Administration, Position Management, Absence & Vacation, Employee Self-Service, Manager Self-Service, Base Benefits, e-recruitment, e-performance, and Global Payroll across versions v8.9, V9.0, and v9.1) with at least five years previous hands-on relevant experience. Ability to compile key deliverables of a project lifecycle (e.g. requirements definition, document business & system processes, test plans, etc), conduct fit-gap analysis, match user requirements to PeopleSoft functionality, compile technical specifications and conduct integration and user acceptance testing activities. Possess good knowledge of the PeopleSoft technical environment and tools, such as: PeopleTools, PeopleCode, Query, Crystal Reporting, SQR, SQL. Page 8 of 33

19 UNHCR/DIST Request for Proposal Annex B Junior PeopleSoft Technical Developer: PeopleSoft technical development skills (PeopleTools, PeopleCode, Application Package, Query, Crystal Reporting, SQR, SQL, n-vision; (PeopleTools, Version 8.48 and 8.50). Expert knowledge of the PeopleSoft three-tier technical environment. Some functional knowledge of PeopleSoft Financials & Supply Management, EPM/Budgets, Human Resources & Global Payroll modules will be an advantage (PeopleSoft Enterprise 8.4 and above). Senior PeopleSoft Technical Developer: Expert (5+ years) PeopleSoft technical development skills (PeopleTools, PeopleCode, Application Package, Query, Crystal Reporting, SQR, SQL, n-vision; App-Engine development; Component Interface; Integration Broker; XML Publisher; (PeopleTools, Version 8.48 and 8.50). Expert knowledge of the PeopleSoft three-tier technical environment. Functional knowledge of PeopleSoft Financials & Supply Chain Management, EPM/Budgets, Human Resources & Global Payroll modules as outlined under the functional roles will be an advantage. PeopleSoft Oracle DBA: Extensive up-to-date experience of Oracle Database administration and tuning, up to Oracle11g. Knowledge and experience of the use of Oracle Database with PeopleSoft applications; Good knowledge of the configuration and administration of PeopleSoft servers (application, web, batch, etc.). Experience with PeopleSoft Performance Monitor tool desirable. Experience with the Oracle Testing Suite desirable Microsoft Technology Skills Junior Microsoft Developer: Expert application development skills in the following areas: Experience (3 years +) development experience in.net Technologies (e.g. C#, ASP.NET, Visual Studio). Visual Basic for Microsoft Office Applications. Application architecture (Client-Server, Cloud). Concurrent Versioning Systems. Reporting Tools (SQL Reporting Services, SQL BI, Crystal Reports, etc.). Preparation of technical Documentation. Microsoft Access & Microsoft SQL Server. Microsoft Dynamics CRM HTML / DHTML / CSS / XML / XSLT / HTML 5 / ASP.NET. Scripting languages (JavaScript, VBScript, PHP, Perl). Senior Microsoft Developer: In addition to the skills of the Junior Microsoft Developer: Experience (5+ years) development experience in.net Technologies (e.g. C#, Visual Basic, ASP.NET, Visual Studio ). Security algorithms (Symmetric/Asymmetric encryption). Senior Microsoft SharePoint Developer: Strong knowledge and understanding in Microsoft Office SharePoint Server 2010 & years' experience with ASP.NET Development. Experience in developing and maintaining Web services and multi-threading. Experience of building and maintaining application using object oriented methodology. Page 9 of 33

20 UNHCR/DIST Request for Proposal Annex B Workflow Development. KPI knowledge. Experience of IIS up to Windows Server PowerShell scripting. Microsoft Systems Specialist / DBA: Expert DBA skills in the following areas: Experience (5+ years) supporting Microsoft Server 2005 to Microsoft Server and SQL Clustering experience. Extensive DBA experience in Microsoft SQL Server (all recent versions). Experience in backup/restore as well as disaster recovery. Knowledge security management techniques. Strong Transact SQL coding. Development and maintenance of ETL packages through integration services SSIS. Replication configuration and maintenance. Experience in supporting a network development team. Ideally, MCTIP and MCSA certifications. SQL Reporting Services. Good problem solving and performance tuning skills Java and Open Source Technology Skills Junior Java Developer: Application development skills in the following areas: Experience (3 years +) in Java development (Object Oriented programming, design patterns). Swing/JavaFX/GUI development. SQL, Stored procedures. Concurrent Versioning Systems (SVN, CVS, etc.). Reporting Tools (Crystal Reports, etc.). Preparation of technical documentation. Java (Eclipse or other IDEs / Swing / Hibernate / WebStart). HTML / DHTML CSS / XML / XSLT / JSON. Senior Java Developer: In addition to the skills of the Junior Java Developer: Experience (5 years +) in Java development (Object Oriented programming, design patterns). Application architecture (Client-Server). Database experience (Oracle, SQL-Server), SQL/JDBC Stored procedures/triggers, rowlevel security (Experience in Hibernate/NHibernate a plus). Quality Assurance, Application packaging, etc. Security algorithms (Symmetric/Asymmetric encryption). Junior PHP / MySQL Developer: Application development skills in the following areas: Experience (3 years +) in PHP development. Experience with web development frameworks (Symfony or similar). Database experience (MySQL, and/or MS SQL Server). Reporting tools. Preparation of technical documentation. HTML / DHTML CSS / XML / XSLT / JSON. Good knowledge of active web pages technologies (Javascript, JQuery, AJAX). Page 10 of 33

21 UNHCR/DIST Request for Proposal Annex B Knowledge of versioning technologies (SVN). Senior PHP / MySQL Developer: In addition to the skills of the Junior PHP / MySQL Developer: Expert Experience (5 years +) in PHP development. Strong experience with web development frameworks (Symfony or similar). Strong Database experience (MySQL, Oracle, and/or MS SQL Server). Quality Assurance, Application packaging, etc. User Access Rights management Project Management Skills Project Manager: Sound Project management experience (min. 5 years) with a proven track record. Excellent consulting skills in terms of managing client expectations; being tenacious and inquisitive; proactive and a can do attitude. Proven experience within ICT applications development and implementation projects. Considerable experience in ICT project methodologies, tools and methods. Certification in a recognized Project Management methodology, PMP, PRINCE2, etc. Excellent command of English, written and spoken. Good interpersonal skills: communications skills, organizational skills and people management abilities and techniques. Coordinate meetings with end users and work closely with the project owners, users, functional and technical teams. Manage issues, risks, etc. Create high standard project documents and charts. Programme Manager: In addition to the skills of the Project Manager: A minimum of. 10 years experience as a successful project and programme manager with a proven track record managing large (value, resources, scope, time, etc.) programmes and projects. Excellent and communication abilities, comfortably interacting with Senior Management, Operational and Client personnel at all levels. Proven leadership to deliver to commitments (financial and otherwise) and share the value of the company. Professional and approachable management style, with a results orientated attitude. Business focused and commercially aware, yet retaining extensive technical knowledge and awareness of current and emerging technologies. Highly developed client facing skills, able to negotiate at a senior level, establishing, developing and maintaining strategic business relationships. Skilled Programme/Portfolio Manager with in-depth knowledge and experience of implementing best practice methodologies i.e. MSP, Prince2, Six Sigma, CMMI and DSDM. Proactive people manager establishing teams, motivating and empowering personnel, transferring skills, mentoring management and leading from the front. Worked within the guidance provided by the UK OGC Managing Successful Programmes (or equivalent). Understanding or practitioner level in ITIL, COBIT, M_o_R, TOGAF, etc. Experience in setting up and working with a P3O (Portfolio, Programme, & Project Office). Ability to maintain a Risks Register for the projects within the Programme. Page 11 of 33

22 UNHCR/DIST Request for Proposal Annex B Projects, Programme Planner & Scheduler: Proven experience working within a P3O to manage the projects and programme resource usage matrices. High level planning of projects and programmes. Preparation and delivery of project related reports to management. Skills in planning, scheduling, in particular the ability to: o develop and integrate a planning template based on the in-house project methodology; o produce programme and project level planning protocols; o design the template in such a manner as to ensure the production of reliable and standardized Management Information and Key Performance Indicators; o identify and manage all Project/Programme interdependencies; o pass on planning skills to appropriate members of the permanent staff; o facilitate coordination of the assumptions, risk, issue, dependency and change control logs within the consolidated programme level plan and Risk/Issues log; o support project managers during the transition to or the initial use of the template; o produce a programme level consolidated plan of active projects; o prepare initial plans for future projects and consolidate them into a programme plan; o manage planning governance and good practice; o project manage development and roll out of the planning protocols, governance and training; Specific applications skills in MS-Project, Visio, MS-Office, etc Specialized Skills Management Consultant/Business Analyst: Experience (10 years +) in management, design, and development of business critical applications. Analyze and scope the area of analysis, working with project managers and business sponsors to clarify the level and complexity of the business analysis effort needed for a new project. Select the appropriate elicitation techniques to efficiently identify critical business requirements. Conduct effective requirements reviews to improve the quality of requirements deliverables. Build strong relationships with project stakeholders. Previous experience in UN, International or other humanitarian organization process will be a distinct advantage. Excellent command of spoken and written English. Relevant Project Implementation experience involving all stages of a project life cycle. Ability to carry out information gathering exercises, document results and compile project deliverables, such as requirements definition, fit-gap analysis, cost-benefit analysis, feasibility studies, project vision and strategic planning. Deploy structural tools and techniques such as UML. Interpersonal skills required include: o Ability to work in a truly multicultural environment; o Ability to organize and carry out workshops/brain-storming sessions with clear o objectives; Good communication skills and able to explain and present complex topics to audience of variety level of IT expertise. Knowledge of ERP, Business Intelligence, Biometrics, Population Data Management, Identity Management and Web Content management systems and associated processes. Expert knowledge of IT productivity tools, such as MS office, power-point, and process documentation tool(s) such as Visio. Page 12 of 33

23 UNHCR/DIST Request for Proposal Annex B Knowledge of data capture and consolidation methods and techniques. Support and advice in drafting, issuing and evaluating RFPs and assessing suppliers. Other skills such as Systems Analysts, Database Administrators and Usability experts may be required, which would be discussed during the definition of the Statement of Work stage for the relevant activity/project. Systems/Software Architect: Experience (10 years +) in management, design, and development of business critical applications. Experience in management of Object-Oriented system development. Experience in management of Internet-based real-time applications. Strong project management skills with multi-faceted teams. Experience in design & creation of user-friendly graphical user interfaces. Experience in Results Based Management systems a distinct advantage. Transformation Implementation Specialist: A minimum of 10 years experience and expertise in providing guidance on and establishing managed service contracts (ICT applications & infrastructure). Contract negotiation skills with a proven track record of in the area of managed services. Ability to drive service delivery improvements by identifying candidates for transition to managed services and to assist in the transition process. Senior Mobile Application Developer (ios, Android): Extensive experience (5 years+) with mobile application development (for ios, Android, etc.). Experience with mobile application design and architecture. Experience implementing the interface/ux design (e.g. design concepts, wireframes and style guides). Experience with iterative and agile development processes. Senior Web-Application Developer: Extensive experience (5 years+) with web-application development. Experience with Web-application design and architecture. Experience with at least one of Web development technologies (.NET, Java, PHP, Drupal, Ruby on Rails, etc.). Experience implementing the interface/ux design (e.g. design concepts, wireframes and style guides). Experience with iterative and agile development processes. Senior Web/Mobile Designer: Extensive experience (5 years+) in designing graphics for the web and mobile devices including for tablets and mobile browsers. Designing user interface, user experience (UX) and information architecture. Facilitating user input and joint design sessions. Experience with the development of design concepts, wireframes and style guides. Experience with iterative and agile development processes. Advanced knowledge of modern web technologies (HTML5, CSS, JS, JQuery, Ajax, WCMSs, etc.). Page 13 of 33

24 UNHCR/DIST Request for Proposal Annex B Web/Mobile Graphic Designer: Experience (3 years+) in designing/creating graphical elements for online media including websites, mobile applications (for ios, Android, etc), on-line newsletters, etc. Editing and re-touching images/photographs. Basic knowledge of modern web technologies (HTML5, CSS, JS, JQuery, Ajax, WCMS, etc.). Cloud Developer: Experience (3 years+) in scalable, high-availability cloud application development (e.g. Microsoft Azure, Dropbox APIs, and/or Java, Python, Perl, PHP, Ruby on Rails, and Scala etc.). Web services and APIs. Understanding and handling big data. Continuous integration for real-time testing and diagnostics, delegate and system-style integration interfaces and testing strategies. Platform as a Service, SOA, Infrastructure-as-a-Service platforms (Amazon Web Services, Rackspace, AWS, HP, Citrix, Eucalyptus or VMware, etc.). DevOps technologies (Cfengine, Zookeeper, Capistrano or Chef, etc.). Virtual infrastructure configuration. Data Visualization Specialist: Experience (3 years+) in design and data visualization skills. Expert knowledge of graphics and visualization tools (e.g., Tableau, CS5 Suite including Illustrator, Photoshop). Demonstrated ability to take complex information and translate it for use in graphic or interactive web/mobile pieces. Familiarity with current web standards-based HTML and CSS. Familiarity with Business Intelligence tools such as MSBI, Tableau. Enterprise Data Architect: Extensive experience (5 years+ ) leading enterprise data architect initiatives. Experience in developing data strategies and associated polices. Ability to recommend capabilities and systems to meet business information needs. Design, maintain and build conceptual, logical and physical database models. Experience in database architecture, design, and creation, optimization, deriving conversion and migration methods for existing data, and developing automated conversion and migration methods. Experience with Data warehousing and enterprise application integration. Experience in planning, installation, configuration, maintenance and production monitoring of database instances. Relevant experience with related approaches/technologies (e.g. Master Data Management, SQL, UML, XML etc.). Business Intelligence Developer/Analyst: Experience (3 years+) in designing and planning BI solutions including for large multidimensional databases. Experience with data aggregation from multiple sources into a data warehouse. Ability to Debug, monitor, tune and troubleshoot BI solutions. Experience in building and testing reporting framework (e.g. BO universe) and reporting deliverables, assuring data validity and integrity. Ability to write relational and multidimensional database queries. Ability to configure, deploy and maintain database servers. Page 14 of 33

25 UNHCR/DIST Request for Proposal Annex B Search Engine Optimization (SEO) Analyst: Experience (3 years+) in carrying out search engine optimization efforts. Experience in keyword research and strategy, and site-map building. Strong knowledge of the search engine ranking criteria of the leading algorithms. Experience with leading search engine ranking, traffic, and analysis software. Strong mathematical, data analysis, and writing skills. Ability to analyze, summarize, and present analytical reports. Knowledge of HTML, CSS, Javascript, and other programming languages. 3 Current Environment ICT Infrastructure 3.1 Technical Environment The UNHCR technical environment consists of an aging suite of core infrastructure products that are scheduled for replacement in the near future. In order to allow core staff to concentrate on the implementation of the Infrastructure Roadmap it is essential to bring in additional resources to maintain some of the legacy infrastructure and also to provide expertise in new technologies. A more detailed description of the technical environment is given in Appendices A and B of this document. 3.2 Technical Resource In-sourcing The UNHCR infrastructure and related services are supported by a core internal team, which enables DIST to provide a flexible support service, including urgent system support at relatively short notice. From time-to-time DIST has to address certain gaps in skills and/or resources by hiring short-term resources to assist with internally managed activities: including design, development, conduct upgrades, testing, and maintenance of the current infrastructure. As part of UNHCR s five year ICT Strategy much of the existing ICT infrastructure will be replaced with new technologies. 3.3 Resource Profile Categories The following is a full set of the resource profiles for ICT infrastructure skills. Bidders may respond to one or more profile categories Operate, Support, and Monitor This category includes the profiles that may potentially be required to assist UNHCR/DIST in operating, supporting, and monitoring the existing ICT infrastructure and associated services. Microsoft Systems Specialist / System Center: Expert skills in the following areas: Experience (5+ years) supporting Microsoft System Center. Will have depth experience of deploying and implementing Microsoft System Center solutions across: o SC Operations Manager. o SC Configurations Manager, including Endpoint Protection. o SC Virtual Machine Manager. o SC Service Manager. o SC Data Protection Manager. o SC Orchestrator. Page 15 of 33

26 UNHCR/DIST Request for Proposal Annex B Experience in managing different hypervisors e.g. Windows Server Hyper-V (must), VMWare vsphere, and Citrix XenServer. Understanding of: IP Networking, VLANs, SANs (NetAPP), HP Blade Centres, CISCO Nexus. Microsoft Systems Junior Specialist / Infrastructure: Expert skills in the following areas: Experience (5+ years) supporting Microsoft Windows Servers (including Windows Server 2012). Knowledge in the following domains: o IP Networking, DNS, DHCP. o Active Directory, GPOs. o File Servers and system management, DFS. o Terminal Services. o Hyper-V. o KMS. o Windows Client, e.g. Windows XP, Windows7 & Windows 8. PowerShell scripting. Microsoft Systems Senior Specialist / Infrastructure: Expert skills in the following areas: In addition to the skills mentioned in Microsoft Systems Junior Specialist / Infrastructure. Experience (8+ years) supporting Microsoft Windows Servers. Deep knowledge in the following domains: o Public Key infrastructure using Microsoft Certificate authority. o Smartcards management, including biometrics and HSMs. o Microsoft Security services, i.e. Radius, OCSP servers, BitLocker. o Clustering, SANs, backup and recovery. o Knowledge of SQL Server. o Forefront products, e.g. TMG & UAG. o Windows Deployments Services, e.g. WDS, MDT, SCCM. o Disaster Recovery scenarios, e.g. Servers, AD etc. Microsoft Systems Specialist / Messaging/Unified Communications (UC): Expert skills in the following areas: Experience (5+ years) supporting Microsoft Exchange Servers 2007/2010/2013 o In-depth understanding of SMTP and other related RFCs. o Experience in backup, restore and disaster recovery Mailbox restore. Database restore. DAG/Server restore. o ActiveSync experience with several device types, e.g. Windows, Apple, BlackBerry. Scripting administrative tasks using Powershell. Security: Network and Application Security, Firewall technologies, SPAM, Anti-Virus, SMTP Security. Experience (3+ years) supporting Microsoft OCS R2 / Lync 2010/Lync o Understanding of networking, DMZ, TCP / IP / DNS / DHCP / SIP / TLS, Virtual Private Networks VPN, MPLS, Load Balancing. Experience in the following products would be useful: o McAfee gateway. o Journaling products, such as Enterprise Vault. TMG/UAG, firewalls, reserve proxy experience. Page 16 of 33

27 UNHCR/DIST Request for Proposal Annex B Junior Network Engineer / Cisco: Expert skills in the following areas: Experience (5+ years) supporting Cisco Platforms: o Hands on experience of following Cisco devices: Cisco 3750/2960 switches. Cisco SR G2 routers (800, 2900, 3900 series). o DMZ, TCP / IP / DNS / DHCP / SIP / TLS, VPN, VSAT, MPLS, Load Balancing. Network Security, Firewall technologies, SPAM, Anti-Virus, SMTP Security. Experience in supporting network requirements for Microsoft systems. Experience in the following products would be useful: o McAfee gateway. o Journaling products, such as Enterprise Vault. o TMG/UAG, Checkpoint, firewalls, reserve proxy experience. o Nortel/Avaya platforms. Senior Network Engineer / Cisco: Expert skills in the following areas: In addition to the skills mentioned in Junior Network Engineer / Cisco. Experience (10+ years) supporting Cisco Networks. Deep knowledge in the following domains: o Data Center Networks. (Cisco Nexus 5x/7x, ASR s, ISE s, Prime). o Cisco Unified Communications (UCS/MCS). o Clustering, backup and DR/BCP. o Network Optimization (Riverbed, Cisco WASS). Knowledge & Experience of Nortel/Avaya platforms. Knowledge & Experience of multi-vendor Routers and Switches Specialized Skills This category includes the profiles that are cross-project and could equally well be engaged in monitoring and support, upgrade, or migration activities. Infrastructure Security Specialist: Tasks: o Perform infrastructure security audits. o Perform penetration tests. o Document exposure threats, risks, prevention and mitigating actions. o Advice on preventative and corrective actions to take. o Prepare security policies. o Assist in infrastructure system design. Required skills: o Experience (10 years +) in management, design, and development of security aspects of business critical infrastructure. o Experience in all aspects of network and ICT infrastructure security. o Knowledge of PKI, encryption, certificates, etc. o CSSA / CSSM certification a distinct advantage. Infrastructure Architect: Tasks: o o o o Contributes to ensuring that UNHCR has an appropriate IT architecture to meet the strategic direction of UNHCR. Creating roadmaps that will deliver convergence to the new architecture. Monitoring progress against roadmaps to ensure desired outcomes are achieved Define standards related to the infrastructure architecture. Page 17 of 33

28 UNHCR/DIST Request for Proposal Annex B o Identify the impact on other systems of new proposed infrastructure changes and undertake a gap analysis to define areas of discrepancy. Required skills: o Experience (10 years +) in management, design, and development of business critical infrastructure. o Large Network Infrastructure architecture and design experience across multiple technologies: Hardware Platform, Enterprise Storage, Virtualization, Security, Software tools and Automation. o Experience in management of Internet-based real-time applications. o Strong project management skills with multi-faceted teams Project Management Skills This category includes the profiles that will be required to manage and run the upcoming infrastructure upgrade and migration projects. UNHCR/DIST will be looking for partners with a proven track record in the successful implementation of large ICT infrastructure projects and with a strong pool of resources to support those activities. Project Manager: Tasks: o General project management of an ICT Infrastructure project. o Report to the DIST CIO and project sponsor on the status of the project. Required skills: o Sound Project management experience (min. 5 years) with a proven track record. o Excellent consulting skills in terms of managing client expectations; being tenacious and inquisitive; proactive and a can do attitude. o Proven experience within ICT infrastructure implementation, upgrade, and migration projects. o Considerable experience in ICT project methodologies, tools and methods. o Certification in a recognized Project Management methodology, PMP, PRINCE2, etc. o Excellent command of English, written and spoken. o Good interpersonal skills: communications skills, organizational skills and people management abilities and techniques. o Coordinate meetings with end users and work closely with the project owners, users, functional and technical teams. o Manage issues, risks, etc. o Create high quality project documents and charts. Programme Manager: In addition to the skills of the Project Manager: Tasks: o Coordinate and manage a series of parallel ICT infrastructure projects as a consolidated programme, ensuring that each individual project is successfully completed. o Report to the DIST CIO and to the ICT Governance Board on the overall status of the infrastructure programme. Required skills: o o A minimum of.10 years experience as a successful project and programme manager with a proven track record managing large (value, resources, scope, time, etc.) programmes and projects related to ICT infrastructure upgrades and migrations. Excellent and communication abilities, comfortably interacting with Senior Management, Operational and Client personnel at all levels. Page 18 of 33

29 UNHCR/DIST Request for Proposal Annex B o o o o o o o o o o Proven leadership to deliver to commitments (financial and otherwise) and share the value of the company. Professional and approachable management style, with a results orientated attitude. Business focused and commercially aware, yet retaining extensive technical knowledge and awareness of current and emerging technologies. Highly developed client facing skills, able to negotiate at a senior level, establishing, developing and maintaining strategic business relationships. Skilled Programme/Portfolio Manager with in-depth knowledge and experience of implementing best practice methodologies i.e. MSP, Prince2, Six Sigma, CMMI and DSDM. Proactive people manager establishing teams, motivating and empowering personnel, transferring skills, mentoring management and leading from the front. Worked within the guidance provided by the UK OGC Managing Successful Programmes (or equivalent). Understanding or practitioner level in ITIL, CobiT, M_o_R, TOGAF, etc. Experience in setting up and working with a P3O (Portfolio, Programme, & Project Office). Ability to maintain a Risks Register for the projects within the Programme. Projects, Programme Planner & Scheduler: Tasks: o Assist the Project and Programme managers to plan and schedule the tasks related to ICT Infrastructure projects. o Prepare project status reports. o Maintain the project risks register. Required skills: o Proven experience working within a P3O to manage the projects and programme resource usage matrices. o High level planning of projects and programmes. o Preparation and delivery of project related reports to management. o Skills in planning, scheduling, in particular the ability to: develop and integrate a planning template based on the in-house project methodology. produce programme and project level planning protocols. design the template in such a manner as to ensure the production of reliable and standardized 'Management Information' and Key Performance Indicators. identify and manage all Project/Programme interdependencies. pass on planning skills to appropriate members of the permanent staff. facilitate coordination of the assumptions, risk, issue, dependency and change control logs within the consolidated programme level plan and Risk/Issues log. support project managers during the transition to or the initial use of the template. produce a programme level consolidated plan of active projects. prepare initial plans for future projects and consolidate them into a programme plan; manage planning governance and good practice; project manage development and roll out of the planning protocols, governance and training; o Specific applications skills in MS-Project, Visio, MS-Office, etc. Page 19 of 33

30 UNHCR/DIST Request for Proposal Annex B 4 Services Proposal Bidders are requested to submit proposals for Services (with the associated commercial terms in the Price Proposal) covering the services described below. Please reply using the same section headings and giving precise answers to the questions. UNHCR will strive to establish one or more Consultancy Framework Agreements to fully meet its resource requirements in each of these skill sets over the next three years. Bidders who do not submit a proposal covering all skill sets will not be penalized as UNHCR will consider each skill set independently to ensure that it obtains the most effective result for the organization. 4.1 Resource Profile Categories The specific skills required by resource category are described in detail in Section 2.4 (Applications Maintenance/Development) and Section 3.3 (ICT Infrastructure). Please review the tables set forth below and indicate if you are able to supply resources with skills indicated in each of these categories with associated typical lead times (earliest date of request to date of commencement work). Rates must be included clearly in the Commercial Proposal. Once a Consultancy Framework Agreement is established, a statement of work (SOW) will be issued for every assignment specifying the required skills and whether the work is to be performed on-site (on shore) or offsite. Table 3: Application Maintenance/Development skill set categories and lead times Resource Profile Oracle PeopleSoft Technology Skills PeopleSoft Financials Functional Analyst PeopleSoft Supply Chain Functional Analyst PeopleSoft HR Functional Analyst Junior PeopleSoft Technical Developer Senior PeopleSoft Technical Developer PeopleSoft Oracle DBA Microsoft Technology Skills Junior Microsoft Developer Senior Microsoft Developer Senior Microsoft SharePoint Developer Microsoft Systems Specialist / DBA Java and Open Source Technology Skills Junior Java Developer Senior Java Developer Junior PHP / MySQL Developer Senior PHP/MySQL Developer Project Management Skills Project Management Programme Management Projects, Programme Planner & Scheduler Specialized Skills Business Analyst Systems/Software Architect Transformation Implementation Specialist Yes / No Lead time Geneva Lead time Budapest Lead time off-shore Page 20 of 33

31 UNHCR/DIST Request for Proposal Annex B Senior Mobile Application Developer (ios, Android, etc.) Senior Web Application Developer Senior Web/Mobile Designer Web/Mobile Graphic Designer Cloud Developer Data Visualization Specialist Enterprise Data Architect Business Intelligence Developer/Analyst Search Engine Optimization (SEO) Analyst Table 4: ICT Infrastructure skill set categories and lead time Resource Profile Operate, Support, and Monitor Microsoft Systems Specialist/Systems Center Microsoft Systems Junior Specialist /Infrastructure Microsoft Systems Senior Specialist/ Infrastructure Microsoft Systems Specialist / Messaging / Unified Communications (UC) Junior Network Engineer/Cisco Senior Network Engineer/Cisco Specialized Skills Infrastructure Security Specialist Infrastructure Architect Project Management Skills Project Management Programme Management Projects, Programme Planner & Scheduler Yes / No Lead time Geneva Lead time Budapest Lead time Amman Page 21 of 33

32 UNHCR/DIST Request for Proposal Annex B 4.2 Projects & Outsourcing The majority of work commissioned under this Consultancy Framework Agreement will be on a Time & Materials basis (agreed fully inclusive daily rates) using Statements of Work (SOW) for an agreed resource for a specific number of days. However, where the requirement can be clearly defined and it is advantageous to do so, an activity and/or project will be outsourced to the Partner for delivery. In this case the Statement of Work will clearly specify the delivery requirements enabling the Partner to quote fixed-cost or number of person days estimate. Please include how such a process will work, outline any methodologies, concepts and roles and responsibilities for delivering these types of activities and the level of involvement expected of UNHCR staff. 4.3 Company Profile and Background The Company assessment is based on the profile, financial stability, commercial experience, track record, reference accounts and development of Human Capital. The company s ability to deliver the specified services and skills in a timely manner will also be a major part of the assessment process Company Profile Provide background to your company Financial Stability The Proposal must outline long-standing history in the marketplace, a viable business model and continuously sound financial results. Bidders should provide the following financial information: Financial Statements Summary financial statements (Operating Statement and Balance Sheet) for the last 3 years Application Maintenance Revenues List revenues generated by application maintenance outsourcing services for the last three years as a percentage of total revenues Development Maintenance Revenues List revenues generated by application development services for the last three years as a percentage of total revenues Infrastructure Service Development Revenues List revenues generated by infrastructure service development for the last three years as a percentage of total revenues Management and Human Capital The quality of the Managements vision and execution of this vision to improve the quality of staff must be outlined including: Staffing Levels How many employees does the bidder have (world-wide, by location, etc.). How many employees do you have for each of the resource profiles (please fill out the table provided an an annex to this RFP please include the Excel spreadsheet in soft copy as part of the technical proposal). Page 22 of 33

33 UNHCR/DIST Request for Proposal Annex B Human Capital How does the bidder manage knowledge development? The bidder must describe its knowledge management infrastructure and how knowledge is shared amongst its employees Hiring, Training and Mentoring Process Describe the hiring, training and mentoring processes the bidder has in place IT Experience How many years has the bidder been in the IT business? In which area does the bidder consider they are the best? Certification Programs Does the bidder have ISO 9000, SEI CMM or other equivalent nationally and internationally recognized certifications? What level and did an independent company perform the certification? How are employees made aware of these certifications and what is their involvement in these programs? Which other certifications does the bidder possess? Is there a skills certification program? Competencies Development How does the bidder develop competencies in its staff? Retention Levels What is the retention level of staff working on application maintenance/development outsourcing? What is the bidder s staff retention strategy? Global Reach Locations UNHCR may at times require services/resources outside Geneva, in particular in Budapest and Amman. The Proposal must describe the availability of resources by geographical regions (Europe, Asia, Africa, Americas, etc) as well as references from each of those regions, where possible - including the ability to obtain the necessary visas and work permits promptly so as to have staff on-location with minimal delays. List the key locations in Europe, Africa, Asia and Americas within the scope of this RFP from which and to which you could provide competent resources Resources Does the bidder have development and delivery capacity in all locations? What is the profile of resources in these locations? If multiple off-shore locations are proposed, please identify the locations, the benefits and drawbacks of each one Systems What is the scale [numbers] of systems and technologies supported from these locations, in particular systems similar to those in the RFP? Strategic Relationships How many Strategic Relationships with Customers does the Bidder have on a global scale for consulting, development, maintenance, and package implementation? What percentage of revenue is repeat business? Page 23 of 33

34 UNHCR/DIST Request for Proposal Annex B Work Permits Does the bidder have the capacity to obtain visas in a timely manner for any onsite resources? The Bidder must also provide conclusive proof of ability to obtain necessary permits/visas for onsite resources, especially for Geneva and Budapest with minimal delay. Please provide examples of recent permit/visa application approval times for short (<30 days) and long term (> 30 days) projects. Do you have a resource base (how large) of staff that can work in Geneva and Budapest without permit/visa clearance? The Bidder will be fully responsible for visa/permit applications. Unreasonable delays in having staff on-site due to permit/visa issues will be considered as grounds for cancelling a Statement of Work. 4.4 Service Scope Confirmation The Service assessment is based on functional and technical capabilities, current development and deployment methodologies and tools and any strategic partnerships. Services pertaining to this RFP as well as other outsourcing services and consultancy capabilities are to be described. In particular the Proposal must describe the flexibility of the service offerings and how they could be tailored to UNHCR s specific needs Business and Technological Expertise Application Maintenance/Development a) The Proposal must provide proof of expertise in certain business functions such as PeopleSoft (Human Resources, Financials, Supply Chain, etc.), specific systems relevant to UNHCR s work in the humanitarian arena such as Refugee registration, Web Content Management, Document Management, Knowledge Management, etc. b) Please state the business domain experience in humanitarian related applications such as Refugee Registration, Enterprise Resource Planning, (Human Resources, Financials Control, Treasury Management, Supply Chain Management), Web Publishing, Content and Knowledge Management, Business intelligence, etc. Does the bidder have experience in providing onsite resources and carrying out development projects offshore? ICT Infrastructure Please state your company s relevant level of expertise in each of the infrastructure technologies required in this RFP in particular in the following areas: o o o o Operation, Support, and Monitoring of existing infrastructure. Infrastructure upgrades. Infrastructure platform migrations. Infrastructure project management. Does your company have experience in providing onsite resources and carrying out infrastructure projects offshore? Page 24 of 33

35 UNHCR/DIST Request for Proposal Annex B Resource Profiles How many specialists do you have in-house by technology? Provide details of where the bidder has worked with these applications/technologies and with which Modules (please fill out the table provided in an annex to this RFP please include the Excel spreadsheet in soft copy as part of the technical proposal). What proportions of your specialists are certified as domain or technology experts? Customers List the five largest customers for which you have delivered application maintenance/development and/or infrastructure development resources services (onsite and offshore as applicable per your bid response) in the last five years. What is the average size (revenue, man days, details of profiles of resources allocated, etc) and type of project? List any UN Organizations for which you have delivered application maintenance/development services and/or infrastructure development resources (as applicable based upon your bid response)? If possible, please provide details Technology Partnerships For outsourced projects/activities, the Proposal must show the ability to develop and maintain strategic partner relationships with leading technology vendors. Where possible, the Proposal should highlight preferred solution provider partnerships with top technology vendors such as Oracle, Microsoft, IBM, of specific relevance to UNHCR Quality Assurance Describe your approach to Quality Assurance in terms of the provision of resources and work performed offshore? Client Manager UNHCR believes that an effective Client Manager is critical to the success of resources allocation and management and indeed the overall outsourcing agreement as it enables a more collaborative relationship between UNHCR and the bidder. Bidders should include resumes of potential Client Managers Service Level Agreements UNHCR intends to include a provision in the Consultancy Framework Agreements reserving its right to include Service Level Agreements in the Consultancy Framework Agreements resulting from this RFP. How does the bidder define and manage Service Level Agreements related to maintenance, enhancements and monitoring and reporting? Customers and References The proposal must outline proof of Strategic Relationships with Customers on an international scale while outlining customer retention and repeat business capabilities. Please provide references for these strategic accounts. Bidders should provide details of two references for similar services of providing resources. One reference should be for the provision of onsite resources and another for offshore development projects. References will be taken up for short listed bidders. Such material should include a profile of resources provided over the past year for a client account. Please include a contact name and phone number for each reference. UNHCR reserves the right to contact these references without prior notification to the Bidder. Page 25 of 33

36 UNHCR/DIST Request for Proposal Annex B Monitoring and Reporting What Customer reports does the bidder provide for monitoring performance? How is this linked to Service Level Agreements? What reports and how will these be used to feed root cause problem analysis, facilitate trends identification and drive problem avoidance and continuous improvement processes. Indicate how user satisfaction will be measured and user concerns addressed Relationship Management How flexible is the bidder with respect to UNHCR s needs in terms of resource supplementation, outsourcing maintenance and turnkey projects? Describe how the bidder develops strategic partnerships, which provide added business value, reduced costs and other benefits. Provide a case study example Uniqueness Bidders should indicate what distinguishes their approach from other bidders and how this would benefit UNHCR Sales Engagement Process The Proposal must outline the sales process including typical contractual terms under which resources are deployed. This may include Fixed Price and Time and Materials or flexible managed services contracts that are relevant to UNHCR s needs according to this RFP. Particular reference should be made to pricing models and standard rates applicable to resources. The cost of the different components of the proposal is an important and influential factor of the bid and will be weighted accordingly. UNHCR will not enter in a bidding contest and may not necessarily choose the lowest bid Additional Proposal Sections In addition to the information specific to the service requirements, bidders should include sections on alternative approaches (if any) that the bidder believes will better meet UNHCR s objectives. Page 26 of 33

37 UNHCR/DIST Request for Proposal Annex B 5 Commercial Proposal 5.1 Manner of submission The manner of submission of the commercial proposal is outlined in the covering letter to this RFP. Please fill out the table provided as an annex to this RFP and include the Excel spreadsheet in soft copy as part of the commercial proposal DO NOT include this information in the technical proposal. Please specify the currency used. For comparison purposes, all amounts will be converted into US dollars using the prevailing UN rates of exchange 5.2 Sales Engagement Process The Proposal must outline the sales engagement process including: Contractual Terms The bidder is expected to accept UNHCR s standard Terms & Conditions for the provision of Services as provided as an annex to this RFP. What is the bidder s typical contractual terms (fixed daily rate and Time & Material) under which resources are deployed? Price Pricing Models How flexible are the bidders pricing models? The bidder should outline the best approach for UNHCR Standard Rates What standard, all inclusive, daily rates are applicable for the various skill levels in each of the locations where UNHCR is likely to require them?. Page 27 of 33

38 UNHCR/DIST Request for Proposal Annex B 6 Additional information 6.1 Evaluation of Proposals The process and deadlines for the RFP evaluation is outlined in the covering letter that accompanied this document. Please refer to and follow strictly the instructions in that letter. Failure to do so may result in your submission being eliminated or disqualified. Your proposal will be evaluated from a technical and price perspective. Proposals that do not comply with the submission guidelines or which clearly do not meet the minimum technical requirements may be eliminated and not fully evaluated. Technical evaluation may include a face to face presentation of the submission to the evaluation panel. If required, this presentation can be on-site in Geneva or via videoconference link. 6.2 Term of Contract UNHCR anticipates entering into a Consultancy Framework Agreement with multiple partners for skills based resources for a term of two (2) years with an option to renew for one (1) year, but will consider alternative contract terms if bidders can demonstrate that significant benefit will accrue to UNHCR and early exit strategies are provided. Retendering can be expected at the end of the second or third year of the contract. The successful bidder(s) should not assume that the contract will be renewed without retendering. 6.3 UNHCR General Conditions for the Provision of Services UNHCR s General Conditions for the Provision of Services are included as an Annex to this RFP. By submitting a response to this RFP you are indicating your agreement with those conditions. Any contract signed as a result of this RFP will be subject to the UNHCR General Conditions for the Provision of Services and any individual, consultant, or sub-contractor provided will also be bound to these General Conditions. These individuals will be expected to sign a declaration stating that their employer has made them aware of these General Conditions and any other specific clauses in the contract in particular the declaration of confidentiality clause. 6.4 UNHCR Vendor Registration Form UNHCR s Vendor Registration Form is included as an Annex to this RFP. If your company is not already registered as a supplier to UNHCR please ensure that you complete this form and include it as part of the submission. If your company completed the Vendor Registration Form before January 2010, you are requested to resubmit a completed form to show that you are aware of the revised General Conditions for the Provision of Services and accept them. 6.5 UN Supplier Code of Conduct The UN Supplier Code of Conduct is attached as an annex to this RFP. Any partner and their employees engaged with UNHCR will be expected to abide by this Code of Conduct. Page 28 of 33

39 UNHCR/DIST Request for Proposal Annex B 6.6 Performance Work is to be performed to the satisfaction of the UNHCR. Performance and payment will be based on monthly management reports and approved individual time reports. There will be an implementation task for the Partner(s) and UNHCR to jointly determine the methodology of the methods of measurement, the calculation of performance, and the preparation of monthly reports Performance Reviews UNHCR will require monthly performance reviews to include measurement of Project Management Office satisfaction as well as service delivery. Bidders are invited to describe their approach to such reviews with particular reference to resolution of persistent problems, analysis of trends and plans for continuous service improvement Service Level Agreements When appropriate, Service Level Agreements will be established between the Partner and UNHCR for delivery against specific Statements of Work. 6.7 Security Procedures In any services arrangement, non-unhcr employees may have direct access to sensitive UNHCR information resources. The bidder shall describe their programs, policies and procedures for ensuring the integrity and confidentiality of UNHCR information resources. These policies and practices should include, but not be limited to, the following: managing OS access rights, managing passwords, bidder procedures for their employee s departure, bidder internal confidential agreements with their employees, security policies and practices related to remote management. Please provide a copy of the relevant portions of your Information Security Policy, Procedures, or Standards. It is also a UNHCR requirement that all Partner employees engaged in work with UNHCR sign a Non Disclosure Agreement and the UN s Supplier Code of Conduct prior to commencement of any assignment. 6.8 Invoices The selected Partner(s) should submit monthly invoices covering the portion of the work that the Partner completed during the previous calendar month. Time reports that have been signed by the appropriate UNHCR Project Manager confirming completion and acceptance of the work should be submitted with the invoices. 6.9 Payment Terms/Price Policy Payment Terms Payment terms are net 30 days after UNHCR s receipt of invoice and any associated time reports and other supporting documents in good order. Payment is contingent upon UNHCR s acceptance of the work and any published service levels the parties agree upon Service Level linked Payments When established under a specific Statement of Work, it is the intent of UNHCR to structure pro-rated payments based upon achievement of the agreed SLAs. It is also the intent of UNHCR that such prorated payments should decrease with consecutive months of nonattainment of SLAs. Page 29 of 33

40 UNHCR/DIST Request for Proposal Annex B 6.10 Travel and Missions It is possible that in completing the tasks specified under a specific Statement of Work, that the consultants engaged under the terms of this Consultancy Framework Agreement will need to travel to other locations (e.g. other UNHCR duty stations) in addition to being located in Geneva, Budapest, and/or Amman (as applicable). In this case, UNHCR will arrange and cover the costs of any such travel in accordance with the UNHCR travel policy. The contractor will be entitled to the same DSA (Daily Subsistence Allowance) as UNHCR staff traveling to the same location. The Partner will be responsible for any travel authorizations (visas etc.) and vaccinations as may be necessary. However, UNHCR will assist to the best of its ability in acquiring visas and medical clearance. Any travel requirements will be clearly defined before the terms of the SOW are agreed to ensure that the staff provided for the engagement are available and eligible to travel Instructions on completing the spreadsheets Four spreadsheets have been provided as an attachment to this RFP. Please follow the instructions outlined below in completing them General information 1. The spreadsheets are in MS Excel format and contain multiple tabs. You should complete the information on the Summary tab before updating the others. There is one tab for each of the skill categories. 2. Only cells in light yellow shading should be updated. 3. On the Summary tab, enter your company name, and select Yes for each of the skill sets for which you are submitting an offer. 4. Complete the information in tabs to which you responded Yes above. 5. Follow the guidelines below for specific information on the Technical and Commercial spreadsheets Technical information Please complete the information on the Summary tab and then update the category tabs for which you are submitting an offer. 1. Specify the total number of employees in your company. 2. Specify the number of employees in active service delivery roles. 3. Specify the minimum delay in days or weeks by which you will be able to guarantee having your staff on-site and available to commence work for UNHCR in Geneva, Budapest and Amman (as applicable). This must include any delays in obtaining travel visas, work permits, or other delays. 4. For up to two off-site locations (which you should specify), specify the delay necessary to have staff working on UNHCR ICT projects. 5. For each of the skill categories and each of the specific skill profiles, specify the number of service delivery employees with the relevant number of year of experience. 6. As required, for specific technologies, specify Yes or No if your service delivery employee base contains the specific skills. In some cases, versions are included Commercial information Please complete the information on the Summary tab and then update the category tabs for which you are submitting an offer. Page 30 of 33

41 UNHCR/DIST Request for Proposal Annex B 1. Specify the billing currency that will be used for any eventual contracts between the bidder and UNHCR. UNHCR would prefer that all contracts with a single vendor are in a single currency and any one purchase order raised with a vendor will be in one currency only. For the purposes of comparison, all amounts will be converted into US Dollars using the prevailing United Nations exchange rate. 2. As in the Technical response, specify up to two off-site locations this information is automatically copied to the other tabs of the spreadsheet. 3. For each of the skill categories and each of the skill profiles, specify the all inclusive daily rate in each location and for a contract of the durations specified. Page 31 of 33

42 UNHCR/DIST Request for Proposal Annex B Appendix A. Current Technical Environment The following table gives a representative inventory of the software and hardware currently in use at UNHCR (Headquarters and in Field Offices) which profiles under this Consultancy Framework Agreement may be required to support. Vendor Product Version(s) Adobe Acrobat 7 Adobe Communiqué CQ4, CQ5 Brocade Fiber Channel Switches CA Arcserve CheckPoint Firewall 1 Fotoware Fotoware 6.0 HP MSL Libraries HP Systems Insight Manager HP UPS LANdesk LANdesk 7.2 McAfee Enterprise 8.71i McAfee epolicy Orchestration Microsoft Dynamics CRM Microsoft IIS Microsoft Office XP 2002 Microsoft SQL Server 2000, 2005, 2008 Microsoft Windows Server 2003, 2008 Microsoft Windows XP SP3 NetApp SAN Notify Corp NotifyLink Novell Border Manager, VPN and Proxy 3.6 Novell Cluster Services Novell Distributed Print Services Novell edirectrory 8.8 Novell GroupWise 7.03 Novell Netware 6.x Novell OES Novell Suse Linux Novell ZenWorks 7 Open Source Apache Open Source Debian Linux Open Source Open LDAP Open Source Ubuntu Linux OpenText e-safe Oracle Database Oracle PeopleSoft Oracle MySQL Riverbed Application accelerator VM Ware vsphere 4 Page 32 of 33

43 UNHCR/DIST Request for Proposal Annex B Appendix B. Additional information Skills area Programming and scripting languages Protocols Databases Specific skill C/C++, Java, PHP, BASH/shell, JavaScript, Perl, Python, ZenWorks, AutoIT, PeopleTools, Powershell, Visual Studio, MS Access TCP, IPv4, IPv6, BGP, OSPF, MPLS, VRRP, HSRP, SNMP MS SQL Server, MySQL, ProgreSQL, Oracle 11g, MS Access Page 33 of 33