Managed Support Services April 2015

Transcription

1 Managed Support Services April

2 1. Introduction The Purpose of this Request for Proposal (RFP) is to invite potential Suppliers (herein with referred to as Bidders ) to submit bids for ICT Managed ICT Support Services to Passenger Rail Agency of South Africa (PRASA). The services are primarily for desktop and service desk support yet inclusive of Business Analysis, Applications and Project Management on an as and when required basis. The services will be required for a period of 36 months. In line with one of the PRASA strategic objective Operational effectiveness, PRASA ICT aims to achieve continuous ICT service improvement and customer focused ICT delivery. This can be achieved through maximizing focus on core business processes and maximizing the efficiency and effectiveness of PRASA ICT support services. Definition: Provision of ICT Operations managed support services primarily at Prasa remote user sites Required Services: Desktop Support Service Desk Support ICT Security Application Testing and Quality Assurance - as and when Business Analysis - as and when Project Management - as and when 2

3 2. Background The Purpose of this Request for Proposal (RFP) is to invite potential Suppliers (herein with referred to as Bidders ) to submit bids for ICT Managed ICT Support Services to Passenger Rail Agency of South Africa (PRASA). The services are primarily for desktop and service desk support yet inclusive of Business Analysis, Applications and Project Management on an as and when required basis. The services will be required for a period of 36 months. In line with one of the PRASA strategic objective Operational effectiveness, PRASA ICT aims to achieve continuous ICT service improvement and customer focused ICT delivery. This can be achieved through maximizing focus on core business processes and maximizing the efficiency and effectiveness of PRASA ICT support services. To maximize the efficiency and effectiveness of ICT support within PRASA; corporate ICT seeks to employ the services of an external credible ICT supplier(s) to provide desktop support for MLPS (Main Line Passenger Service) and Autopax remote stations/sites on a completely SLA and managed basis. The supplier(s) will be required to provide a similar service to Prasa Corporate and Head Office from time to time in support of the current Prasa ICT Team. 3. Business Requirements 3.1 Need Provision of managed support services on a fixed basis in the areas of Desktop and Service Desk support for remote sites and on an as and when required basis in the areas of business analysis, project management, application testing and information security 3

4 3.2 Scope The bidding company is expected to provide PRASA ICT with managed support services around the areas of Desktop and Help Desk, Business Analysis, Application Testing and Project Management at Prasa Corporate, Subsidiary (Autopax and Intersite) and divisional (Prasarail, Technical, Cres) head offices and remote train and bus operational sites (see annexure B) for a period of thirty six (36) months. During the period of engagement the responsibilities will be shared as follows: - The responsibility to provide primarily; desktop support at MLPS and Autopax remote sites nationally, see annexure B for actual sites and quantities of IT equipment to be supported per station. The summary per Area/Region is as follows Area Region MLPS Number of POS PC's MLPS Number of Handhelds Autopax Number of POS PC's Autopax Number of Handhelds Bloemfontein A Eastern Cape Western Cape Pretoria B Johannesburg The bidder will be responsible for optimal desktop support at all PRASA corporate and Head Office user sites (see annexure for site details). o PRASA ICT personnel will be responsible for providing executive office (CEO s and related) support with the assistance of the bidder when required. Where PRASA ICT does not possess the required specialized skill, the bidder will perform the tasks as the primary lead shadowed by PRASA ICT personnel where applicable. PRASA is by large a 24/7 service business therefore the supplier will be expected to possess capacity to provide services on a 24/7 basis, with some combination of fully time (normal working hours) and standby (After hours and weekends) arrangement. 4

5 The supplier will be expected to manage its personnel and the decision of how many personnel are required is the prerogative of the supplier based on agreed service levels. The supplier will be expected to keep the skills of its personnel relevant to Prasa technologies and their attitude in line with the expectation of PRASA ICT and its user base. PRASA ICT will agree and sign Service Levels with the supplier; failure to meet the agreed service levels will lead to penalties and/or termination of the contract in accordance with the agreement. PRASA ICT will provide reasonable office accommodation to the suppliers personnel in close proximity to the user base and the management office/desk. The successful bidder will be expected to equip its personnel, assigned to work at PRASA, with mobile phones and PRASA branded vehicles (where applicable) to enable them to perform optimally. The prime measure of success will be the ability to maintain service availability/reliability and the achievement of service level agreement targets. The successful bidder will be expected to perform preventative maintenance at remote sites on a regular basis to reduce the failure rate They will further be required to assist Prasa ICT adopt and maintain the ITIL framework for service management They will be required to maintain the service standards and quality in line with the Auditor General requirements therefore may be required to assist in resolving audit finding. The bidder will be required to provide Business Analysis, Application Testing and Project Management support on an as and when required basis 5

6 3.3 Desktop and Help desk Support Service Desktop Support Service refers to the hardware and Software support of the End-User Desktop and includes: Desktop/laptop/mobile computing hardware devices and associated system software; Installs, Moves, Adds, Changes and Decommissioning (IMACD) o Problem determination and Resolution o End-User desk-side technical support o Ensuring workstations comply with PRASA health and safety policies IP Phones, attached voice logging/recording hardware and associated software o Installs, Moves and Changes o Level 1 support o Break/Fix services Network devices/equipment/cables/fiber in remote users offices o Installs, Moves and Changes o Level 1 support o Break/Fix services o Ensuring network equipment comply with PRASA health and safety policies Network-attached printers, scanners, multi-functional devices and copiers that are attached to the local-area network (LAN) (consumables are excluded); Locally attached peripheral devices (e.g. personal printers and scanners, but excluding consumables); and Business productivity Software, utilities (e.g. security, management and general) and PRASA applications that are part of -standard approved computing device image(s). 6

7 Planning and providing end user training/induction on relevant ICT service support process, new software, applications and hardware as part of change management and user information 3.4 Remote Access Remote Access Services: Remote Access Services include the installation and configuration of PRASA-approved RAS Software on computing devices for End-Users who are operating from mobile, remote, and home locations (e.g. VPN clients, modem, etc.) and the administration of RAS access controls. 3.5 Specialized ICT Services Specialized services refer to the deployment of the supplier s specialist personnel for a predefined period in the areas of: Business Analysis Project Management IT Security Testing and Quality Assurance 3.6 Time 36 months (3yrs) 3.7 Implementation The required desktop and service desk support is for users in the MLPS and Autopax remote sites nationally in the following regions: - Gauteng North and South - Kwazulu Natal 7

8 - Western Cape - Eastern Cape (East London and Port Elizabeth) These sites are vast and at times distant from each other, it therefore became necessary to group them logically for ease of access and support. The logical grouping is as follows, bidders can bid for all regions or either of the regions (see annexure B for site detail). Region A 1 Eastern Cape 2 Western Cape 3 Bloemfontein Region B 1 Johannesburg 2 Pretoria 3.8 Criteria for Selection FINANCIALS TO BE IN VOLUME 2 Criterion Measurement Weight Cost per hour per skill type* Cost Monthly cost for Help Desk and ancillary** services Cost **Ancillary Services; Transport, Accommodation, Telephone etc.. bidders are required to submit details used to arrive at the monthly total cost. *Complete the table below Skill Type Quantity Total Hours Desktop Support Service Desk Support Security Specialist Project Manager Rate Total 8

9 Business Analyst Test Engineer Ancillary Services Total R Technical Criterion Measurement Weight The Supplier has proof of applicable Signed Proof 15% accreditation, partner status, certification or letter of good standing from Microsoft, Neotel, Cisco etc.. The Supplier has presence and is able to Office Location 15% provide services at the Prasa remote sites and will respond within agreed response and resolution times for remote sites. (see attached list of remote sites) The bidding company must have been Signed Proof 15% operating in the target skilled area for more than 2 years and must provide evidence of past and current contracts Provide the Desktop support plan/model Methodology 40% to be used to provide optimal user support including the distribution of personnel to cover remote sites. The bidding company is required to submit Resume 15% detailed CV s of personnel it intends to utilise for the support service including the management level. Total 100% 4. VALUE ADDED SERVICES The bidding company will be expected to provide PRASA with the following value added services: 4.1 Desktop Services Perform Asset Inventory (End User side only) Desktop cloning tool 9

10 User Induction Pack Service Levels Manager Inventory discovery tool for Asset Management (End User side) 4.2 Process analysis The bidding company resources will be expected to review the current PRASA ICT Service management processes against industry best practices and provide inputs on process improvements 4.3 Hands-on training The bidding company will be expected to plan and provide end-user training on an ongoing basis for the duration of the contract. The bidding company will also be required to conduct knowledge transfer for PRASA ICT backend personnel as and when bidding company resources handle PRASA ICT technical problems. 4.4 Service Management Strategy Review The bidding company will be expected to review the current PRASA ICT Management processes/procedures and provide inputs for continuous improvement 4.5 Key support activities The bidding company will be expected to assume a leading role in provisioning and participating in the following activities: 1. Resolve escalated calls and problems within SLA 2. Compiled weekly/monthly performance reports 3. Proactive Monitoring and troubleshooting 4. Knowledge / skills transfer to PRASA resources 5. Service Levels Management 10

11 6. ICT Asset Management (End User side only) 7. Configuration Management/Documentation 8. Capacity Management 9. Problem Management 10. Change Control 11. Availability Management 12. Incident Management ANNEXURE A SCHEDULE OF SERVICES The table can be used as a guide for managed Desktop support proposals. The service provider can amend the set parties responsibilities, additional service categories and service entities where required. Service Category and Description Service Entities Service Provider Responsibility PRASA 11

12 Service Category and Description Service Entities Service Provider Responsibility PRASA Managed Desktop Support Services Installations, Moves, Adds, Changes and Decommission ing (IMACD) IMACD is the general term for the routine activities performed by the Service Provider on the DCE Service Tower infrastructure equipment including installations, relocations, and upgrades and decommissionin g. These activities include all quality controls to achieve 100% (one hundred percent) functionality post IMACD Policies and Procedures Installations, Moves, Adds and Changes Adhere to defined and approved policies and procedures. Conduct installation and site survey activities (e.g. network connectivity, power, data jack preparation) in accordance with the PRASA approved procedures and specific Service Request(s) Build, configure and test the system in accordance with the standard hardware configuration(s) and Software image in accordance with the PRASA approved procedures and specific Service Request(s) Provide basic End- User or technical Employee Develop and document in the Standards and Procedures Manual IMACD procedures that meet PRASA requirements. Define IMACD requirements and policies Review and where appropriate approve IMACD procedures Provide relevant information relating to Distributed Computing Environment Service IMACDs via the Service Request process Where appropriate approve the scheduling and costs (for IMACDs grouped as a Project) of IMACDs to the Distributed Computing Environment Service Accountable for requesting dependent underlying infrastructure Services for any Distributed Computing Environment 12

13 Service Category and Description Service Entities Service Provider Responsibility PRASA activities, including data and configuration migration. Decommissioni ng orientation as needed when installing a new End-User Device or Software application Perform hardware and Software IMACDs and reinstallations in accordance with a specific Service Request, PRASA approved procedures and other application policies (e.g. security policies) Conduct data and applications migration that is required IMACD scheduling (coordinate with PRASA business entities) and provide PRASA with a committed completion date Co-ordinate with Service Desk and all other necessary Provider, Third- Party and PRASA support organisations to manage all IMACD Service Requests to Resolution and closure Workstation decommissioning including Service related IMACD Service Request Disposal of equipment in accordance with 13

14 Service Category and Description Service Entities Service Provider Responsibility PRASA preparation for disposal (device sanitising [data, deinstallation of Software, security rights revocation, physical cleansing etc.] and providing PRASA with a schedule of equipment) in accordance with PRASA policies PRASA supply chain policies and procedures (e.g. leasing agreements) Desktop Support and Operations Services These Services include the Service Provider's provision of remote and onsite support assistance for any hardware and/or Software Problems that cannot be Resolved via the Reporting Policies and Procedures Site Access Issue monthly reports on IMACD activities Adhere to PRASA policies and procedures. Co-ordinate with End-User or other site Employees to schedule an on-site Level 2 and Level 3 technical support Services visit Review reports during monthly Service management meetings Define Level 2 and Level 3 technical support requirements and policies Define business units and End-Users that are eligible for Level 1 technical support Service Review and where appropriate approve technical support procedures Arrange ready access for the Service Provider Employee to the End-User Devices upon arrival of the Service Provider Employee (support technician) at the 14

15 Service Category and Description Service Entities Service Provider Responsibility PRASA Service Desk. This includes hardware and Software Break/Fix, application support, simple upgrades and more complex configuration/ upgrade assistance. These Services also include recreating the End-User PC environment to previous state including base build plus all End-User specific features, functions and applications. Hardware Break/Fix Support Troubleshoot, diagnose and resolve all Incidents/Problems in respect of in scope hardware devices as specified in this Schedule Arrange for the End-User Device to be shipped to the appropriate Service Centre to perform necessary repair activities to correct the Problem if the Problem cannot be corrected on site Provide Service Provider repair technical support for in-scope End- User Devices (subsystem level repairs) Implement, manage, and maintain advanced exchange and depot carry-in maintenance Service in accordance with PRASA approved processes and procedures Perform necessary corrective repairs and verification tests on End-User relevant site (such access will not be unreasonably withheld) Conduct appropriate tests on repaired End-User Devices to ensure the End-User Device is operating appropriately Provide sign off for Resolved Incident(s) 15

16 Service Category and Description Service Entities Service Provider Responsibility PRASA Software Support Devices sent to the Service Centre and return repaired End-User Devices to the originating End- User location Co-ordinate with the Service Desk and all other necessary Service Provider, Third- Party and PRASA support organisations to manage all Level 2 & Level 3 technical support requests to Resolution and closure Obtain End-User acknowledgment for Resolution of Incident Troubleshoot, diagnose and Resolve all Level 2 and Level 3 in scope (officially sanctioned by the relevant architecture function) Software (base Software and applications. Recreate End-User PC environment(s) to previous state, including Core Software image in addition to all End- User specific features, functions and applications Conduct appropriate tests on repaired device(s) to ensure the device is operating appropriately Provide sign off for Resolved Incident(s) 16

17 Service Category and Description Service Entities Service Provider Responsibility PRASA Software Release Management Reporting Walk-in Support Deploy approved Software image(s) on all in-scope Service devices Conduct Software deployment reviews and provide results to PRASA Apply bug fixes obtained from Software vendors for Problems experienced Provide minor application Software release updates Software profiles to be managed by service provider with regards to updates to the profile. This profile to be made available to PRASA on request. This will be done as part of the upgrade projects. Issue monthly reports on Desktop Service area performance The Service Provider shall use best efforts to provide walk-in support Services to remote End-Users and/or any End- Users which are Review and where appropriate approve results of Software deployment results Review reports during monthly Service management meetings 17

18 Service Category and Description Service Entities Service Provider Responsibility PRASA Periodic Events Office Support temporarily based in PRASA s offices Provide support Services for events such as: board meetings; annual meetings; regional meetings; and/or off site meetings. Assist with power point presentations, set up projectors and boardroom conferencing facilities (video, teleconferencing) Inform the Service Provider within a minimum of 10 (ten) days prior to such an event Approve or reject Service quotation Request assistance within minimum two days before meetings Make boardroom facilities available. 18

19 Annexure B: REMOTE STATIONS PER REGION MLPS Number of POS PC's MLPS Number of Handhelds Autopax Number of POS PC's Autopax Number of Handhelds MLPS STATION BLOEMFONTEIN BETHULIE 1 0 BLOEMFONTEIN BLOEMHOF 1 0 CHRISTIANA 1 0 COLESBURG 1 0 DE AAR 2 0 HENNENMAN 1 0 KIMBERLEY 2 5 KLERKSDORP 2 6 KROONSTAD NOUPOORT 1 0 ORANGERIVER 1 0 POTCHEFSTROOM 1 0 SPRINGFONTEIN 1 0 THEUNISSEN 1 0 VIRGINIA 1 0 WARRENTON 2 0 Total EASTERN CAPE PORT ELIZABETH CRADOCK 2 4 UITENHAGE ROSMEAD 1 0 COOKHOUSE 1 0 MOLTENO 1 0 QUEENSTOWN STERKSTROOM 1 0 EAST LONDON STUTTERHEIM 1 1 BERLIN 1 0 MOUNT RUTH BURGERSDORP 2 0 ALICEDALE 1 0 UMTATA

20 MOUNT FRERE 1 KING WILLIAMS TOWN 2 1 IDUTYWA 1 GRAHAMSTOWN 2 1 Total WESTERN CAPE CAPE TOWN BELLVILLE HUGUENOT 1 1 WELLINGTON 1 0 WORCESTER STRAND 1 0 VREDENBURG 1 0 TOUWSRIVIER 1 0 LAINGSBURG 1 0 PRINS ALBERT ROAD 1 0 LEEU GAMKA 1 0 NELSPOORT 1 0 BEAUFORT WEST 2 7 KNYSNA 1 1 MOSSEL BAY 2 1 KHAYELITSHA 1 1 GEORGE 1 1 ELIM 2 1 Total PRETORIA PRETORIA EERSTE FABRIEKE 1 1 WITBANK 1 1 MIDDELBURG 1 1 MAKHADO 2 3 POLOKWANE MUSINA 2 1 NELSPRUIT KAAPMUIDEN 1 4 HAZYVIEW 2 1 KOMATIPOORT 3 4 WATERVAL BOVEN 1 0 MALELANE

21 SOEKMEKAAR 1 1 MOKOPANE MOPANE 1 1 THOHOYANDOU 1 1 SOSHANGUVE 2 1 SIBASA 3 1 MEDUNSA 1 GIYANI 2 1 ACORNHOEK 2 1 MAPHALLE 1 Total JOHANNESBURG JOHANNESBURG KRUGERSDORP 2 2 OBERHOLZER 1 0 GERMISTON VEREENIGING SASOLBURG 1 0 KEMPTON PARK 1 0 STANDERTON 1 0 NEWCASTLE 1 0 LADYSMITH 1 0 PIETERMARITZBURG DURBAN KALFONTEIN 2 2 DAVEYTON 1 SAMRAND NORTH & SOUTH Total

22 Annexure D: PRASA ICT ENVIRONMENT OVERVIEW Preference will be given to companies that possess skills in technologies used within PRASA. The overview of such technologies is given in the table below. The following is the Prasa ICT technical landscape and the relevant interfacing technologies: SERVICE COMPONENTS TECHNOLOGY USED LAN Cisco switches (catalyst 3560, 6500,) Server Hardware Operating System Directory WAN Sun (M4000, M5000, M8000), HP Intel based Server: Sun Solaris, Linux and Windows Server 2003 ; Client: XP and Windows 7,8 MS AD MPLS, V-sat File/Print Windows 2003,2010 Document Management Backup Storage Hummingbird, MS Sharepoint Netbackup, Backup Exec EMC SAN, HP EVA Groupware Exchange 2003 Terminal services Remote Access Virtualization Citrix MTN APN VMware Database MS SQL, Oracle (Unix and Windows platform ) ERP Anti-virus Telephony SAP, Oracle FRAS, Empac, FMMS, ResMeyl, BusRes, Manhattan, ITIX/PTIMS Kaspersky Cisco IPT, Unity, Rightfax, NEC 22

23 Other Office 2003/2007/2010; MS Project 2003/2007 Widows Update Server; Mailmarshal; Microstation Service Desk System (CA/ Heat) Printing HP MLFP Network printers, Ricoh (main), Canon, Epson, Lexmark, Konica Minolta Total User base

24 ANNEXURE D - PROFILES Skill Set Profile Requirements Security Establishes, maintains and monitors all log-on identifications and access rules, defining specific access to network, files and database management systems. The methodical generation of such a system shall consolidate disparate applications security systems under one methodology. Recommends security software and its application to all storage device types and the access to them for classified and unclassified areas. Establishes alternative security measures, if needed, to support disaster recovery efforts. Recognizes and identify potential areas where existing data security policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Maintains contact with vendors regarding security system updates and technical support of security products. Prepares recommendations and implements changes to work methods and procedures to make them more effective and/or to strengthen security measures. Provides management with risk assessments and information security training to uphold enterprise security measures. Analyzes the work unit, making recommendations to improve the work-flow efficiency and/or operation productivity. Manages Internet and Intranet security based issues. This includes firewalls, routers and port accessibility. Informs management of critical issues that may affect clients and completes status and statistical reports in assigned area as required. Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Fulfills departmental requirements in terms of providing work coverage and Appropriate IT security qualification (Security+, CISSP) 4 years experience in data security, with 2 years as in a managerial position with the ability to plan and control projects Knowledge at the expert level of current techniques and hardware capabilities of a large scale database and data communications environment Ability to understand, and clearly relate to other members of the organization, technical manuals, software specifications, hardware principals of operations, and general methods of systems software operations and security Ability to communicate effectively dealing with internal and external customers and suppliers 24 P a g e S u b m i t t e d b y P r a s a I C T

25 administrative notification during periods of personnel absence. Performs at or above the enterprise s Information Technology evaluation standards. Trains, supervises, assigns projects to, evaluates and is responsible for hiring/termination of staff to maintain optimum performance of job duties. Help Desk Consultant Responds to users requests for information and assists in problem resolution. Maintains contact with users on operational and production problems. Checks quality and distributes reports requested by users for onsite and remote users. Assists in coordinating the resolution of applications/software systems problems impacting production. Assists systems and programming personnel, as requested. Assists in resolving technical computer operations equipment problems. Logs documents and maintains history records on Information Technology production problems. Initiates corrective action or carries out instructions to resolve system problems on production jobs. Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Strives to learn the job functions of the position s immediate superior as well as peer-level positions with whom the individual interacts. It is the responsibility of the individual to be prepared for temporary re-assignment and/or promotion due to extended Ability to work varying shifts 1-2 years experience in a customer service related field Knowledge of all enterprise hardware and software in use within the enterprise Ability to operate computer and peripheral equipment 25 P a g e S u b m i t t e d b y P r a s a I C T

26 illness, personal emergency or business necessity. Fulfills departmental requirements in terms of providing administrative notification during periods of illness, vacation, or education. Develops and maintains service level agreements with the various user departments and enterprise business units. Performs at or above the enterprise s Information Technology performance standards. Support Technician Assists in system generation and tuning, system configuration, upgrades, system performance, system disaster recovery, tuning and usage reporting. Develops tools and procedures for daily operational support of LAN users. Supports development activities that require specialized system programming relating to the LAN environment. Performs LAN management services including creation/modification of user profiles and account management. Administers and monitors the procedures used to create, modify and manage client accounts. Maintains the LAN systems filing cabinets and associated system utilities to optimize operating efficiency. Analyzes training needs of office automation clients, develops classroom curriculum and provides quality individual and group training programs designed to insure maximum utilization of equipment. Maintains the integrity of the LAN processing environment, and insures continuity with the current processing applications. Analyzes client requirements and recommends appropriate hardware and software solutions to optimize work flow and efficiency. Recognizes and identifies potential areas where existing office Experience in PC, office automation system, and LAN system management experience Experience in basic and advanced word processing functions in a LAN environment 2 years desktop support experience Ability to express complex technical concepts effectively, both verbally and in writing Ability to work well with people from different disciplines with varying degrees of technical experience 26 P a g e S u b m i t t e d b y P r a s a I C T

27 automation system policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Establishes and maintains a positive working relationship with all enterprise departments to optimize working relationships and communication. Fulfills departmental requirements in terms of providing work coverage and administrative notification during periods of personnel illness, vacation, or education. Performs at or above enterprise s Information Technology performance standards. 27 P a g e S u b m i t t e d b y P r a s a I C T