Annex A. Technical Specifications Lot 2. For: Universal International Freephone Numbers (UIFN) and Freephone services. Reference No: 2014/PO/EJ/9

Transcription

1 Annex A Technical Specifications Lot 2 For: Universal International Freephone Numbers (UIFN) and Freephone services Reference No: 2014/PO/EJ/9 procurement@eurojust.europa.eu Fax: Page 1 of 10

2 Table of contents 1. List of terms, symbols and acronyms (Glossary) Background information The Information Management Unit The Business Services Scope Objective UIFN & Freephone Services External approvals Constraints Security aspects Official Language Detailed requirements Lot 2 - UIFN and Freephone services Service level requirements and key performance indicators Quality requirements Prices and Tariffs Model Contract procurement@eurojust.europa.eu Fax: Page 2 of 10

3 1. EU: ICT: KPI: SLA: SLR: OCC: UIFN: MPLS: DoS: DDos: POP BCP EFR Set up: List of terms, symbols and acronyms (Glossary) European Union Information Communication Technology Key Performance Indicator Service Level Agreement Service Level Requirements On-line Call Coordination Universal International Freephone Number Multiprotocol Label Switching Denial of Service Distributed Denial of Service Point of Presence Business Continuity Plan Electrical Facility Room Implementing and installation systems to deliver the service. Configuration: Migration: Erosion Factor: Adapting the systems to meet Eurojust s exact requirements The transfer of data and services from one system to another system The erosion factor is an agreed reduction (as a percentage) in the cost of a product applied (yearly) over the period of the contract and reflects the expected reduction in a product price over time. See Prices & Tariffs procurement@eurojust.europa.eu Fax: Page 3 of 10

4 2. Background information The purpose of the Technical Specifications is to instruct and guide potential tenderers on the Eurojust s needs and requirements for products and services, which need to be procured through the procedure for Internet and Landline Telephone service: Lot 2 UIFN & Freephone service. This document serves as the basis for the tenderers evaluation and as the contractor's mandate during the contract implementation; therefore, the Technical Specifications will be part of the Framework Contract. This tender is dived into two (2) lots as specified in the Section 2.2 of the Invitation to Tender. The information in this document is specifically for Lot 2: Universal International Freephone Numbers (UIFN) and Freephone services 2.1. The Information Management Unit Information Management Unit is responsible for the provisioning and management of Internet and Landline telephone services for approximate 400 Eurojust users. It comprises of an Operations team managed by the Head of Unit. Administrative Director ICT Security Officer Head of Information Management unit Secretariat Operations Team Management Support Team Head of Operation Application Management (Teleocom) IT Back Office Helpdesk IT Front Office procurement@eurojust.europa.eu Fax: Page 4 of 10

5 2.2. The Business Services Eurojust relies on the Internet and telephone to communicate with regional offices, partners, clients, international agencies and other institutions or persons. These services are currently delivered to and made available at the following locations: 1. Maanweg 174, 2516 AB, The Hague, The Netherlands. 2. Satuurnusstraat 9, 2516AD, The Hague, The Netherlands. Universal International Freephone Number (UIFN) Implementation Eurojust operates a call coordination service which uses a single UIFN telephone number across all EU member states. When a UIFN cannot be implemented in an EU member state a local Freephone number is used and redirected to the call coordination desk in Den Haag, the Netherlands. Member states call one UIFN Freephone number OR a local Freephone Number UIFN / Freephone service UIFN Number and local Freephone numbers Calls redirected from each land to Eurojust call manager EuroJust Call Manager Calls are redirect via Call Manager to country specific OCC duty Representative EuroJust Network Country specific OCC duty representatives Eurojust currently has one UIFN number for 26 member states, which is also registered as a so called vanity number. Currently 2 member states cannot use the UIFN, Greece and Romania; these countries use redirected local Freephone numbers. The table below shows the member states which currently are included and use the call coordination services: procurement@eurojust.europa.eu Fax: Page 5 of 10

6 1 Austria 15 Italy 2 Belgium 16 Latvia 3 Bulgaria 17 Lithuania 4 Croatia 18 Luxembourg 5 Cyprus 19 Malta 6 Czech Republic 20 Netherlands 7 Denmark 21 Poland 8 Estonia 22 Portugal 9 Finland 23 Romania 10 France 24 Slovakia 11 Germany 25 Slovenia 12 Greece 26 Spain 13 Hungary 27 Sweden 14 Ireland 28 United Kingdom Estimated UIFN Volumes Historically, because of the nature and use of the call coordination service, the telephone traffic volume is low, amounting to several calls per month. 3. Scope The scope of the contract for Lot 2 is to conclude a Framework contract with a Specific contract for the provision of a UIFN and Freephone service in all current (28) European Union member states. 4. Objective The objective of this call for tender is to ensure that Eurojust is provided with high quality and uninterrupted Internet, Landline Telephone, UIFN and Freephone services for a period of five (5) years following the conclusion of the framework contract. 5. Volume of the contract 5.1. UIFN & Freephone Services The technical requirements for the UIFN and Freephone services are based on historic information and trends over the previous 4 years. Due to the nature and use of the Online Call Coordination services the traffic volume is expected to remain much the same as the historical and predicted use over the life of the new contract procurement@eurojust.europa.eu Fax: Page 6 of 10

7 6. External approvals The service provider should be in possession of the appropriate certificates/licenses from the relevant national authorities or other equivalent institutions to be able to provide the services as described in these Technical Specifications. 7. Constraints 7.1. Security aspects The service provider shall handle Eurojust information relayed and processed on ICT systems with a high degree of security and confidentiality. For that purpose the service provider must have in place policies, procedures, technical controls and processes at an organizational level related to information security including where appropriate physical, human, network and access security. The service provider shall demonstrate that the facilities and systems for transmitting and processing information in the scope of this tender are regularly reviewed by an independent internal or external ITC security professional in order to ensure the controls are designed and are performing correctly. Eurojust expects the security control management framework to be ISO based or equivalent. Eurojust reserves the right to perform a review of security measures in place, to assess the risk to Eurojust information handled by the service provider information systems Official Language The official language of Eurojust is English; therefore, all communication between the service provider and Eurojust shall be carried out in English. 8. Detailed requirements This call for tenders has been divided into two Lots: This Technical Specifications is specifically for Lot 2 the provision of Universal International Freephone Number (UIFN) and Freephone services. Lot 1 is for the provision of Internet access and Landline Telephone connectivity and services, including complementary services. For details relalting to this lot see: Annex A - Technical Specifications for Lot 1. procurement@eurojust.europa.eu Fax: Page 7 of 10

8 8.1. Lot 2 - UIFN and Freephone services Eurojust operates a free call service utilising a Freephone number enabling calling from all EU member states. The UIFN number is one unique number which is the same in all EU member states. From the table below indicate which countries support UIFN. 1 Austria 15 Italy 2 Belgium 16 Latvia 3 Bulgaria 17 Lithuania 4 Croatia 18 Luxembourg 5 Cyprus 19 Malta 6 Czech Republic 20 Netherlands 7 Denmark 21 Poland 8 Estonia 22 Portugal 9 Finland 23 Romania 10 France 24 Slovakia 11 Germany 25 Slovenia 12 Greece 26 Spain 13 Hungary 27 Sweden 14 Ireland 28 United Kingdom When a UIFN is not supported in a member state a local Freephone number may be used and redirect to the OCC service. Therefore, the service provider shall indicate which countries they cannot implement UIFN and suggest an alternative Freephone solution. UIFN also supports the so called Vanity number where the last 8 digits are replaced by letters to create a meaningful word. Eurojust has registered the vanity number: EUROJUST (full number: EUROJUST). Existing UIFN and Feephone numbers must be retained (ported to the service provider in the event of changing service provider). Service Migration and Handover Lead-in and Migration There is a lead-in period for a new service provider to guarantee a seamless and transparent migration of services without impacting the services or degrading the service levels. This transition (or introduction) period is an integral part of the service provision. Tenderers must commit to actively collaborate with the current provider and with Eurojust to minimize the cost and the impact on the service during the migration from the current situation. No additional cost for Eurojust shall result from this migration procedure. Lead-out and Hand-over At the end of the framework contract a lead-out and hand-over period is required to seamlessly and transparently hand-over the services to a new service provider without impacting the services or degrading the service levels. This period is an integral part of the service provision. procurement@eurojust.europa.eu Fax: Page 8 of 10

9 The service provider must commit to handing over any relevant information to a potential future service provider in order to ensure a smooth transition and the business continuity. No additional cost for Eurojust shall result from this handover procedure Service level requirements and key performance indicators Eurojust defines no SLR or KPIs for this service and will accept the providers Services Level Agreement (SLA). Tenderers must submit their SLA and it will be evaluated in accordance with the award criteria specified in the Section 2.5. of the Invitation to tender and the Technical Proposal Form (Annex B). The final SLA will be part of the contract once the contract will be concluded Quality requirements Tenderers must have a functioning quality management system related to the provision of services and must supply a valid quality management certificate (ISO 9001:2008 or equivalent) as proof Prices and Tariffs The following requirements must be met in relation to the Financial Proposals: The proposed prices and tariffs must be fully inclusive of all services and cost elements. The tariffs must be independent of time slots (office hours, weekends etc.). Call attempts must not be billed. Indicate prices, with volume discount and include a medium level of detail for: o o The monthly fixed connection fee. Traffic costs with volume discounts Include any preferential prices for local calls and calls to EU Member States, also for outbound calls to Freephone numbers (0800 and numbers) and other services numbers in the Netherlands (0900 numbers), etc. Erosion Factor Eurojust requests the tenderer to consider an erosion factor in its service pricing when completing Annex C: Financial Proposal. The erosion factor is the depreciation in the price of a product over time and may be caused by many factors; for example, product maturity, competition, improved more efficient materials, processes and methods, changes in technology, etc. Any or all of the above factors may combine causing a reduction in the cost of the service. procurement@eurojust.europa.eu Fax: Page 9 of 10

10 Eurojust concludes multi year fixed price contracts for products and services. The fixed price contract has the advantage that prices, terms and condition are not renegotiated each year. It has the disadvantage that by the end of the contract the cost to Eurojust for a product would be significantly higher than the current market rate when no erosion factor applied. The erosion factor is an agreed reduction (as a percentage) in the cost of a product applied (yearly) over the period of the contract and reflects the expected reduction in a product price over the lifetime of the contract Model Contract The Eurojust Model Contract is included in Annex D of the Invitation to Tender. The tenderer is required to accept the Model Contract to participate in this call for tenders. Acceptance of the Model Contract is included in the tender evaluation processes, accepting the Model Contract without amendments will receive the maximum points in the tender evaluation. However, Eurojust recognises a tenderer may need to amend articles in the Model Contract in order to sign the contract. Therefore Eurojust is prepared to negotiate and accept some deviations from the Model Contract, but only in the following articles: Article I.3.4. Price revision; Article I.4. Implementation of the Contract; Article I.9. Termination by either Contracting Party; Article I.16 Other specific conditions; Article II.2 Liability. All other Articles of the Model Contract are not allowed to amend. See Annex B - Technical Proposal - Acceptance of the Model Contract, for further information. procurement@eurojust.europa.eu Fax: Page 10 of 10