REQUEST FOR PROPOSAL SCOOT PTE LTD ANCILLARY INSURANCE SERVICES

Transcription

1 REQUEST FOR PROPOSAL SCOOT PTE LTD ANCILLARY INSURANCE SERVICES 1 INTRODUCTION 1.1 This document is to request formal technical and commercial proposals for the supply of ANCILLARY INSURANCE SERVICES (hereinafter referred to as Services ) together with aftersales customer support to Scoot Pte Ltd ( Scoot ), an airline. 1.2 Closing date for this RFP is 5.00pm, Singapore local time on 6 th July All RFP submissions shall be submitted in a sealed envelope and addressed to : The Secretary Scoot Tenders Committee Scoot Private Limited Changi Airport Terminal 1 Changi Airport Post Office PO Box 89 Singapore mailto:tenders_committee@flyscoot.com 1.3 The RFP response shall be valid for at least 90 days. 1.4 This RFP Document contains the terms and conditions of the RFP. 1.5 This is an open tender, with invitation to bid made public via advertisement. 2 GENERAL TERMS AND CONDITIONS 2.1 By responding to participate in this RFP, the Vendor and his / its company/ies (collectively the Vendor ) are deemed to agree that they each jointly and severally undertake to treat with strictest confidence all information that Scoot as provided or will provide whether before, during or after this RFP. Information shall include information contained in this RFP, in correspondence and discussions. The Vendor shall also jointly and severally warrant that such information will be restricted to a very minimum number of persons in the Vendor s organisation on a need-to-know basis. 2.2 The Vendor shall be responsible for all risks it takes and all costs they incur or may incur in connection with this RFP. Scoot shall not be held responsible and shall not entertain any claim for any kind of cost, damage or injury suffered by the Vendor whatsoever. 2.3 Terms, conditions and requirements relating to this RFP shall be subject to change by Scoot without notice to the Vendor. By responding to this RFP, the Vendor is also deemed to agree to comply with the terms, conditions and requirements contained in this RFP Document and its appendices including the terms and conditions stated in other Scoot RFP forms (e.g. Scoot s NDA agreement). 2.4 Submitted RFPs will be reviewed by a panel of Scoot representatives who will determine which RFP is accepted and progressed. Should a Vendor or representative of a Vendor that has received an RFP seek to contact any Scoot or SIA employees or representatives not detailed in section 1.2 in connection with this RFP, then the responsible Vendor or individual will be disqualified. 2.5 All Vendors must submit an Interested Persons Declaration. Note: Vendors may provide one listing of all those terms and conditions that they cannot agree with, together with their counter-proposals for Scoot s consideration. However, Scoot

2 3 ABOUT SCOOT reserves the right not to consider a Vendor s RFP submission without informing such Vendor if the counter-proposals are assessed by Scoot (in its sole and absolute discretion) not to be acceptable. 3.1 Scoot is 100%-owned by Singapore Airlines Limited ( SIA ), but operates entirely independently, is separately managed, carries a separate brand and offers a completely different product from any current member of the SIA Group. 3.2 Scoot s destinations include Australasia (Australia and New Zealand), North Asia (including Greater China, Korea and Japan), Bangkok. Potential future destinations include UK/Europe, West Asia (including India), and the Gulf States. 3.3 Scoot operates on a no-frills model whereby a very low airfare is offered for basic transportation services. Passengers may then customize their travel by purchasing additional services they require; such ancillary services may include extra baggage, specific seats, priority boarding, inflight meals, inflight entertainment, hotels, rental cars, insurance. 4 ABOUT THIS RFP 4.1 The appointment of an Insurance Provider is a vital component to building Scoot s ancillary revenue across its network. 4.2 Insurance providers need to have existing travel insurance selling licenses and partnerships in the following countries : Singapore, Thailand, Australia, China, Hongkong, Taiwan. Presence in Japan and Korea would be an advantage. 4.3 Scoot understands that Insurance regulations in some markets across its proposed network are highly regulated (e.g. Japan). While Scoot recognizes these potential limitations in the market, we are looking for a provider who would excel in product creativity and present products which would maximize sales results. 4.4 The Insurance services will be provided by means of a contract with a Vendor who will be responsible for the delivery of the service and associated services, directly or via mutually agreed subcontractors. 4.5 The engagement with the Vendor will be conducted in a manner consistent with industry best practice. This implies that the Vendor will be required to deliver to exacting Service Level Agreements (SLAs). The contract will be awarded for a maximum of 3 years. 4.6 Prospective Vendors are required to provide detailed information in responding to Section 6 of this document. 5 SERVICES REQUIRED 5.1 A range of services are required from Scoot s Insurance Provider. In the Vendors response to Scoot s RFP, we expect the following points to be specifically addressed and also accounted for (if any costs are relating to the Vendor s proposal). 5.2 Strategy: Scoot will incorporate the Insurance Provider s product offerings into the Internet booking engine, where the vast majority of bookings are likely to occur. To maximize sales, selling insurance offline and via white-label solutions is also requested. The most aggressive selling method allowed by law is desired. It is envisioned that Scoot will collect the insurance

3 premiums in a single payment scenario, and remit the net policy value to the Vendor in a manner agreeable to both parties, and subject to the conditions required by law. 5.3 The Insurance Provider services required are as follows: Provide a range of attractive Insurance products both for Scoot s network; preferably customized to meet the unique needs of a low cost carriers clientele; Ability to stay competitive in the face of market changes, e.g. ability to flex product changes and strategies in the face of market or competitive changes. Competitive benchmarks should take into account both airline and domestic products. Products provided should be available for sale ex-singapore, and ex-international points to Singapore (all flights originate or terminate in Singapore); Provide an IT solution that is compatible with low-cost carriers, and meets the needs of Scoot s online selling strategy (Ideally the Vendor will have already integrated their offering into Navitaire s Travel Commerce product). Provide a solution for non-online bookings i.e. call centre, airline sales office and whitelabel solution; This is critical for less mature markets e.g. China. Strategic council: A minimum of one sales and optimization meeting to occur at Scoot s head office, or agreed location, per quarter. 6 INFORMATION REQUIRED FROM VENDOR 6.1 Executive summary: Scoot needs to understand how the Vendor will ensure its services required are met. Vendors are requested to provide an executive summary outlining how their capability will support the services required as listed in Section Vendor profile: The respondent is requested to provide the following information regarding their Company: Company s Name and Address Parent Company Name and Address Mission, Operating Principles and Direction Revenue for the 3 most current year-end periods Core Competencies Number of Staff Worldwide Total, and a breakdown of those based in Singapore Current market exposure i.e. existing markets that respondent has operations in with regards to travel products Disaster Recovery / Business Continuity Planning 6.3 Scoot wishes to understand the basis of the Vendors relevant business profile and presence in the airline industry, in particular the LCC sector, as this will provide an understanding of how Scoot will be placed as a possible future customer of the Vendor. Examples of expertise in this area are requested. 6.4 Product Lists & Proposals: Vendors are required to provide a summary of their proposed and existing products they are advocating for Scoot. Included with this should be: Current and forecast market share for the product/solution and the method by which this is calculated; Strategy for its solution: differentiating between mature and less mature markets (Australia vs China). Demonstrated customer segmentation capabilities would be prized. Pricing strategy Indicative product pricing and benefits table for Scoot s current key markets of Singapore and Australia. 6.5 Customer Service: Vendors are required to summarize their customer service handling procedures; including SLAs on policy servicing, location of call centre and average refund times.

4 6.6 Liability: Deed of Guarantee: Confirm that a deed of guarantee would be available from the ultimate holding company covering both financial and operational performance of the obligations entailed in any such contract; Indemnity: Vendors are required to state which level of indemnity they would offer to Scoot in the event of non-delivery impacting Scoot s business. 6.7 Confidentiality: Vendors must indicate their agreement to conduct discussions/negotiations in the strictest confidence. No Vendor will be considered if an NDA has not been satisfactorily completed. 6.8 Commercials Upfront Costs: Vendors must outline the costs associated with the implementation of the Insurance provider (If any). Reconciliations: Vendors must outline the proposed financial reconciliation process. Marketing: Scoot would like to promote the uptake of insurance products. A marketing proposal, either in the way of funds and/or promotion would be highly regarded. Currency: Proposals must be in Singapore Dollars with any currency conversion requirements into the Vendor s preferred currency to be clearly stated Commercials should be quoted net of withholding and other taxes (if applicable) in the respective jurisdictions 6.9 Support: Account Management: The Vendor should describe the structure in place/to be put in place to ensure that Scoot receives the necessary level of attention within its organization to meet SLA s. This should include details of any marketing support proposed. SLA s: The Vendor should provide some examples of relevant SLA s it would implement for Scoot. The Vendor should provide some examples of penalties that would be applied in the event of failures to deliver SLA s Critical Success Factors: Vendors are required to list and explain what they see as the critical success factors for a successful Insurance provider Dependencies: Vendors are required to list and explain what they see as the key dependencies on Scootfor a successful Insurance product Unique Suitability: Describe what you see as your proposed unique key suitability to Scoot. 7 TIMETABLE Key Date/Delivery Date Comments Distribution of RFP document to prospective and selected 1 st Jun 2014 Vendors (Note: No Vendor will be able to participate in the RFP process without satisfactorily completing Scoot s NDA) Deadline for queries concerning the RFP to be received by 6 th Jun 2014 prospective Vendors (Vendors are also required to confirm their participation at this stage) 12 th Jun 2014 Scoot circulates responses to prospective Vendors 6 th Jul 2014 Deadline for RFP responses

5 16 th Jul 2014 Vendor shortlist advised 30 th Jul 2014 Vendor presentation onsite in SIN (For those Vendors who have been shortlisted) 15 th Aug 2014 Final Vendor confirmed, contract negotiations with Vendor 31 March 2015 Insurance offering go-live 8 ADDITIONAL INFORMATION To assist Vendors in developing their Commercial proposition, Scoot can provide the following operational data. 8.1 Passenger numbers: Jan 2013 Dec 2013 : 1,452, Country network: China Singapore Australia Thailand Japan Taiwan Korea - END -