Hardware. Maintenance

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1 Government Services available through the portal 1. The scope of the work is limited to the portal and its integration with service provider applications. It doesn't include any work on the service provider systems. 2. MOCT will ensure full cooperation of service providers. 3. Hardware equipments required to link to service providers system is not the responsibility of the bidders. However, the winning bidder would ensure the proper configuration of the equipments. 4. The services that will be provided through the portal are only those services listed in appendix The system should have the capability of handling (paid and free services). 6. The system should allow the selection of the service type (Free - Paid) services and managing the type and amount of service fees. 7. The system should store information regarding fees clearance arrangement (How collected money will be distributed among the parties). 8. For the services that would require authentication, service provider will handle request information and decide to authorize ( or deny) the service. In both cases, result will be sent back to the portal. 9. Coordination is expected between service providers and portal management (bidder) for each service. 10. The bidder should propose strong authentication mechanism, such as electronic Token or finger print. (if hardware component is required for authentication, 100 item had to be provided). 11. SSO is for the services listed in appendix Service activation is making the service accessible through the portal (Service request, service reply). 13. It is required to develop an e-form for each service listed in appendix 3, e-form data (filled by portal users when requesting a service) are forwarded i.e used to request the service using APIs of the service provider. 14. There is no need to transfer the service application software, what is required is to send a request to the service provider. 15. The actual transaction will take place at the service provider system. 16. Transferring Master data is required for the codification of the List of Values (LOVs) that might be used in the data entry form. 17. Services are activated after testing there integration with the service provider system. 18. Smooth transition is interpreted as Activating the services on the portal would have no negative impact on the delivery of the services at the service provider systems. 19. integration is required with the shared service ( e-money), for the services that require payments ( Fees and/or charges) 20. Legal arrangements for the payment are the responsibility of the service providers. 21. Detailed requirements are attached with this document regarding all the services listed in appendix 3 that are sufficient to assess the scale of the work. 22. During implementation, the winning bidder could request meetings, technical documentations or any other technique required to do the work. Validating the requirement document is the responsibility of each service provider. 23. Point to point integration is expected to integrate all services listed in appendix No integration bus is required within the scope of the project. 25. SOA as a concept might not be used within the scope of the project. However the system 1 P a g e

2 should support any future needs for SOA architecture. 26. The middleware is any software capable of providing the integration with the services listed in appendix 3 with the capacity mentioned in section ( 1 million transactions /day), no peak time is expected. 27. No preference on programming language as long as it is a standard and widely used language. 28. Any problems caused by service provider system readiness (delay, malfunction or change of communication interface), will not cause any penalty on the winning bidder. 29. Acceptance testing will not be delayed if a service provider failed to make his APIs ready on time. Section of the ToR provides detailed procedure to handle this situation. 30. The bidder must provide in his offer a man/day rate for each level of experience required to integrate new services. 31. The winning bidder should (if asked to) submit a separated proposal for any extra services, the offer should include the required man/day to integrate the newly requested services). However The winning bidder can t change the rate submitted in his initial offer. 32. Service activation plan must be submitted by the winning bidder after receiving the commencement order. Portal Content Ministries information: 33. The portal will access the publically published (static) information available on the ministries web sites 34. Information from Ministries websites should be extracted using the http protocol. 35. Static Content from Ministries websites must be obtained without any modification (as is) 36. The scope of the work is limited to ministries and governorates websites only. 37. Templates must be used to control (web pages appearance) 38. Links to original information must be kept, so content is updated periodically when the content of the original location is updated. 39. egov.sy is hosting the service Management Module. 40. MoCT will provide Service information from egov.sy (HTML format), (XML format) could also be provided if required (no API is required). 41. Service information will include links to the location of providing the service online (If it is available online at ministries websites). 42. The portal will only direct the citizen to the service location(the Link) 43. The information covers all government services and includes service fees, documents required to obtain the service and other informative information. 44. It is required to periodically update the information from egov.sy website. 45. The winning bidder should ensure periodical update of the static information 46. The winning bidder should classify the static information on the portal. 47. Categories can be changed and updated ( Dynamically) 48. Information retrieval would be based on the identified categories. 49. The scope of loading and classifying static information covers both Arabic and English content ( If available) 50. The winning bidder is not responsible to translate static information from one language to another ( if they are not available). 51. All portal Content requires MoCT Approval before publishing 52. During operation, editorial tasks implemented by the bidder are for portal services ( news, events, notifications), as well as to add new content that would appear on the listed 2 P a g e

3 government websites. 53. It is expected that classifications modification should also be conducted during operation (i.e correcting wrong classification, adding new category, assigning document to a category). 54. Web Site design and structure is subject to discussion during the development. An initial survey of existing content on the listed government websites would be the basis to decide the structure. 55. MoCT can coordinate the arrangement of three workshops with service provider s representatives, so the winning bidder could assess the required details (For further information, interviews might be conducted by the winning bidder). The process of developing the website design and the structure would then continue with a maximum of three iterations of the design. Training 56. Training on ITIL is not certified, but the trainer should be ITIL certified. Citizen Service Center ( CSC) 57. Citizen Service Centers are offices used by government staff to act on behalf of the citizen to request government services. 58. CSC operation staff should have the possibility to register as portal users. 59. Services requested by CSC operation staff through the portal should be managed as a corporate account. i.e it is required to identify requests related to the same CSC. Therefore, an account for each CSC must be created to track from where the service was requested. The system must be able to decide the services accessible by CSC. 60. E-form, as a tool, must be provided by the bidder to add other services later. 61. Services listed in appendix 3, are accessible by CSC operation staff using the same e-form that was developed by the winning bidder. No other e-forms system will be integrated with, within the scope of this project. 62. No interface is required with citizen service center existing systems under the scope of this project. Network Design 63. The Bidder is supposed to provide a detailed network design for the internal portal components. However, after receiving the commencement order, the winning bidder should provide detailed network design that covers how the portal network is integrated with the internet and with service providers, the required bandwidth is part of the detailed design. Hardware 64. Tier 1 Data Center is available 65. Backup solution must be considered to satisfy the level of service specified in the TOR 66. Networking infrastructure scope includes linking portal hardware components (By the winning bidder). 67. Portal system Link to the internet via the data center through the available Ethernet connection. Maintenance 68. It is possible to provide supervised remote access ( via one time pads)to the portal and its infrastructure/ test infrastructure for maintenance 3 P a g e

4 69. All maintenance and technical support operations should comply with ITIL version 3 or later versions. 70. The SLA mentioned in the ToR is for the portal components and service interface components ( e-forms). 71. SLA level at the networking and other infrastructure (not provided by the bidder) is not considered part of the bidders responsibilities. 72. The accepted duration for problem detection and correction is as follows: 73. Two hours if the failure is caused by the software developed by the winning bidder, or the hardware installed by the winning bidder section 5.6.( Problem Correction Rate) 74. Four hours, if the failure was caused by standard software that would require third party involvement. The same time applies for hardware failure that would require software batches from third party (section (1-3) of the ToR ). 75. High level Problem solving plan must be provided by the bidders. 76. Detailed problem solving plan is submitted by the winning bidder. 77. Archival and retention period is 5 years. It covers all portal transactions. Communication 78. The winning bidder is only responsible for providing a communication plan that is customized to Syria The implementation of the communication plan is not part of the scope of the Bid. 81. Information services is a service whereby a citizen subscribe for specific topic, such as sports events, then an is sent to the citizen if an announcement related to a sport events is added to the portal , IVR and call center are an essential component in communicating with the citizens. However, 2010 related capacity must be provided with an option to propose the 2013 capacity. 83. The DRC will be Tier1 datacenter. Disaster Recovery 84. The hardware and application for the DR center is the winning Bidder s responsibility (procurement and installation are provided by the bidder as an option in the offer). 85. Communication lines and other infrastructure required will be provided by MOCT 86. System Recovery plan is submitted by the winning bidder after receiving the commencement order. 87. Level of business continuity required is RPO= 2hours Documentation 88. SYGIF is available on MOCT website (Arabic and English). %20Complete%20Set.pdf 89. ICT Standards is available on MOCT website, including ICT security standards (Arabic and English). 90. Documents mentioned in the section Handover stages and deliverables) are provided by the winning bidder. 4 P a g e

5 91. The term high level document related to testing manual is for providing a high level testing strategy. Internet /1000 hits per second are for all requests ( including images, scripts ) Call center 93. The winning bidder must procure, install, configure and operate the required call center system. 94. A citizen should be able to interact with the portal as if he has an online connection (by the help of call center operation staff). 95. As an example, the citizen might request information for the papers required for requesting a service (which is available under the portal service information), so the Call center operator will read the data from the service page on the portal and provide the information to the citizen. 96. The citizen could also call the centre to complain about missing links, bad quality of portal information, or to provide feedback regarding portal service quality. 97. Operation staff is not required to have competency in the matters related to the services. However, they should be qualified to assist citizens to find their way on the portal, or to answers questions related to service information, based on the content available on the portal. 98. A capacity of handling 10 concurrent calls (active calls) must be provided. An option should be proposed for handling 30 concurrent calls (instead of 10). MOCT will provide a suitable location for the option when selected. 99. Hardware ( such as Pcs, headset ) and Furniture are the responsibility of the winning bidder, it should be capable of handling ten stations ( optionally 30 stations) MoCT will provide the required digital lines (T1/ISDN) to be connected to the call centre Call center staff should be native Arabic speakers, good command in English is a plus Voice recording is required No video recording is required Call center staff are recruited by the winning bidder during the operation phase, in order to satisfy the capacity mentioned in 4-3 ( 5-4-2) of the TOR, figures related to 2010 is mandatory The 24 hours response to queries, is for queries that require investigation, such as resolving problem with the account of a registered user. IVR 106. The winning bidder must procure, install, configure and operate the required IVR system Services accessible using IVR are explained in the detailed service specification 108. A capacity of handling 50 concurrent calls must be submitted, with an option for 200 concurrent calls ( instead of 50) 109. MoCT will provide the required digital lines ( T1/ISDN) The mobile channel 110. It is possible to use alternative newer technology than the WAP, such as mobile (X)HTML, as long as compatibility with new mobile devices (manufactured after 2008) is ensured. 5 P a g e

6 111. A mail server will be provided by MoCT to be used to send status messages and system monitoring messages to users and operation staff MoCT will provide the required accounts for portal operation staff. However, machines (PCs) and its related setup must be provided for by the winning bidder Operation staff is supposed to answer the incoming mails (reply to within 24 hours) calendar hours. Testing 114. Test cases (including test data) must be provided by the winning bidder, as part of the test plan, it requires MoCT approval before considered official Test Bed will be negotiated with the winning bidder, and will be provided by MOCT Development and testing environments in addition to the production environment must be provided by the bidder Security 117. System Security plan for the portal is submitted by the winning bidder after receiving the commencement order 118. Anti-virus, intrusion Detection system, firewalls and anti spam must be provided by the winning bidder External security auditing should be done by an external entity Physical security covers any additional security to what is currently available at the data centre Portal registered users 121. No link with civil records system is expected within the scope of the project It is expected that registered users could reach (100,000) during the period of the project MoCT will manage the process of the registration An approval is a must for portal registration Roles should be assigned to registered users, that would then be used to allow or deny access to services. Portal Financial management 126. The system should provide the information related to the financial transactions conducted through the portal ( i.e If money are collected through the portal e-money service) The system should provide information related to how collected money will be distributed among involved parties ( based on service fees and charges definition) 128. It is out of scope of the bid to provide financial management software. Reporting 129. Performance report is provided regularly by the winning bidder during operation phase. Project management 130. The Estimated Execution Duration (section 5-7), are considered from the receiving of the commencement order Handover include delivering a copy of all documents and media mentioned in the ToR. Technical Offer 6 P a g e

7 132. Technical offer structure defines the high level structure. However, new sub-sections can be added by the bidders For disqualification conditions, project domain is IT projects that include software development and/ or integration, enterprise solutions such as ERP, CRM Software development process must be submitted as part of the bid, unless the bidder or any consortium member (in the case of consortium) has a software process accreditation (ISO or CMMI), in this case no need to provide software development process CVs and team structure could be based on scale grade with a number of candidates for each position Initial Project plan document is submitted with the offer Services required by the ministry in the offer structure, are the obligations expected from MOCT by the bidder. Software License 138. Software must be original; MoCT should be covered from any copyright claim. This also applies to ITIL related software No restrictions from the Syrian side on American products. System sizing 140. System sizing is for 2010 figures with possible expansion to 2013 figures, according to communication requirements in the TOR. Others 141. SSL authority is under the National Agency for Network Services 7 P a g e

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