REQUEST FOR PROPOSAL ( RFP ) SCOOT PTE LTD WEB DEVELOPMENT RFP 1. INTRODUCTION 1.1. This document is to request for formal commercial proposals for the supply of WEB DEVELOPMENT (hereinafter referred to as Services ) to Scoot PTE LTD ( Scoot ), an airline subsidiary 100% owned by Singapore Airlines Limited ( SIA ). 1.2. Closing date for this RFP is 1500hrs, Singapore local time (GMT + 8) on 27 of December, 2013. All RFP submissions shall be submitted via email and in hardcopy to: - Secretary, Tenders Committee Scoot Private Limited tenders_committee@flyscoot.com - Mailing address Scoot Private Limited Changi Airport Post Office, PO Box 89, Singapore 918143 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. 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 has 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. The Vendor agrees that Scoot shall not be held responsible and shall not be liable for any claim for any kind of cost, damage or injury suffered by the Vendor. 2.3. Terms, conditions and requirements relating to this RFP shall be subject to change by Scoot at its sole discretion 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 but not
limited to 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. 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 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. ABOUT SCOOT 3.1. Scoot is a medium-to-long-haul low-cost airline 100%-owned by Singapore Airlines Limited (SIA) but independently operated and managed. 3.2. Scoot operates a fleet of Boeing 777-200 aircraft on a network currently comprising 13 cities in 8 territories. 3.3. More commercial information about Scoot can be found at www.flyscoot.com. 4. ABOUT THIS RFP Scoot seeks proposals for the provision of Web Development Service (WDS), to maintain ongoing business requirements while reviewing the current and future web development requirements, all of which is and will be powered by the Navitaire NewSkies suite of products (see Appendix 1 for details) and/ or a number of other systems. 4.1. The Vendor will be engaged via a contract specifying the Vendor s responsibility for delivering the service directly and without subcontractors, and liability for failure to provide such service. The Vendor must also indemnify Scoot from failure to carry the necessary licenses, insurances or other requirements needed to legally offer the service in the relevant jurisdiction. 4.2. The contract will be awarded for a maximum of 2 years, with the option to renew for a third year. 4.3. Prospective vendors are required to provide detailed information in response to Section 6 of this document.
5. SERVICES REQUIRED / SCOPE OF WORK An overview of the current scope of work includes (but not limited to) 5.1. Web booking engine (SkySales) development - Delivery of items on Scoot s development roadmap based on Scoot s business requirements; - Development support for operational issues. 5.2. Operational email delivery dedicated in-house solutions developed for; - Booking confirmation email; - Pre and Post flight emails (with upsell options); - Flight notifications for planned / unplanned schedule changes; - Other potential trigger-based emails that may be required in future (see Appendix 1 for projected email volumes up till July 2014). 5.3. Droids (Automated system triggers) dedicated in-house solutions developed to automate otherwise manual processes and may require direct integration with the Navitaire NewSkies core, such as (but not limited to); - Adding baggage to confirmed GDS bookings; - Cancellation of return flight journey for no-show PNR s. 5.4. Content Management System (CMS) development Customisation and development of Scoot s corporate website (currently powered by Joomla, a CMS provider), to improve managing of web content related to corporate branding and communications. Please note that Scoot s content management provider might change in future, so experience with other CMS, if any, would be beneficial. 5.5. Web Analytics Reporting Maintain and implement an advance web tracking solution (currently Google Analytics) to facilitate periodic analytics reporting which monitors web user behavior and transaction details, and assists in improving web usability. 6. INFORMATION REQUIRED FROM VENDOR 6.1. Executive Summary: Scoot needs to understand how the Vendor will ensure its service requirements are met. Vendors are requested to provide an executive summary outlining how their capability will support the services required as listed in Section 5. 6.2. Vendor profile: The Vendor 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; - Disaster Recover / Business Continuity Planning;
- Experience in providing a service of the type sought, with detailed case studies and references as far as possible 6.3. Technical knowledge transfer and ramp up: Please provide information on: - Proposed approach and plan to ramp up the team on current set up of Scoot s backend and frontend architecture - Proposed approach and plan to conduct a comprehensive handover from the incumbent WDS provider - Proposed approach and plan to ramp up the team on Scoot s business model and rules and requirements, given that we have been in operation since Nov 2011. 6.4. Environment architecture: Please provide information on: - A detailed recommendation for the backend environment architecture, which should encompass the details on where and how each of the three environments currently managed by Scoot (TEST,TRAIN, PROD 1 ), and all other systems that need to link up with those three environments (e.g. Droids) are hosted and how they connect to Scoot s LAN and WAN networks - A detailed recommendation for the workflow and processes involved in any given User Acceptance Testing (UAT) that is carried out prior to deployment of enhancements or changes in the frontend or backend of the website. - A description on how the security of website servers will be managed, explaining the steps taken to ensure data integrity will not be compromised, and that the risk of external attacks will be mitigated. - Any additional related information. 6.5. Data Integration and communication with other systems: With the use of other systems apart from Navitaire, there s a need to have a clear overview of how all systems are able to link up with each other. Please provide information on: - Data integration possibilities between external or in-house systems with and/ or between any of the systems listed below (where appropriate): o Navitaire o Analytics Tool o Flight Disruption Notifications system o Email Service Provider o External payment solutions like POLi, Alipay, IATA Weblink and SingPost. - Any additional related information. 6.6. Content Management: Please provide information on: - A proposed solution for Content Management maintenance, as well as future enhancements. o Process of having content changed, updated and revised o Carrying out A/B testing with the use of CMS o Potential migration to another CMS provider, if and when necessary. 1 TEST environment is used by Scoot s developers to build and test all enhancements. TRAIN environment is used for training of Scoot s call centre and airport agents. PROD environment is the live environment which is accessed by the public.
- Any additional related information. 6.7. Project Approach and Management This section sets out the requirements against which the Vendor should respond in relation to the project approach in assuring the delivery of the Web Development Services. - At a high level, the airline requires a delivery assurance process whereby: - No non-conformities to specification, either latent or known, are allowed in the operation in the WDS solution provided to the airline; - No part of the Solution is brought into Scoot service until the Vendor has demonstrated that the Solution is able to meet the airline s full requirements; - The Vendor provides the airline with the opportunity to comment on and approve specification, designs and other documents, both through Verification Reviews (to be documented in the Project Plan) and ongoing consultation; - As the development and deployment project progresses the Vendor actively reduces risk of non-performance; and - Testing is rigorous and is conducted in accordance with agreed protocols, and non-conformities found are recorded and the Vendor is able to demonstrate that all identified non-conformities have been rectified prior to implementation of the WDS solution. 6.8. Reporting tools: Please provide information on: - Tools used for project management and tracking of all requests raised - Analytics reporting - Level of knowledge required by end-users for using the reports listed. - Any additional related information. 6.9. Global support Please provide information on how your solution and support for ongoing issues can cater not only to our Head Office in Singapore but with our counterparts in China, Australia, Japan, Korea and Hong Kong. Please also provide a listing of all other local offices you have in other countries not listed above. 6.10. 2-year roadmap Please provide us with a proposed 2-year roadmap for our web platform (website and backend features, e.g. Droids) (and all associated channels, where applicable). 6.11. Explain how continued product excellence will be sustained, to tie in with Scoot s objectives in relation to continuous improvement - Suggestion of in-house systems / product recommendation for Scoot s business growth. - Current knowledge-base in the travel industry that is a proven competitive advantage against other providers. - To obtain a solution that will continuously deliver value and competitive advantage;
- To obtain a solution that will be continuously improved to achieve a leadership position in the market in terms of functionality, performance and cost effectiveness. - To obtain a solution that continues to drive revenue and offer a competitive and efficient guest service. 6.12. Liability - 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. - Insurance: Vendors are required to state the level of public liability insurance they would offer to Scoot. 6.13. 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. 6.14. Commercials - Upfront Costs: Vendors must provide a detailed breakdown on the costs associated with the implementation of the WDS provider (if any), and the methodology as to how it was calculated; - Future Costs: Vendors must outline the estimated cost, effort and time required to implement the following list of wishlist items, and the methodology as to how it was calculated; Redesign and development of the entire corporate website (excluding transactional booking flows) to be mobile responsive; Content Management System (CMS) upgrade from Joomla to Sitecore; Social Media integration in the booking engine; Design and development for a loyalty program integration (utilizing Navitaire s Member s module) in the booking engine; Implement 2 for the price of 1 sale mechanic in the booking engine; Develop fare email alert mechanics in the booking engine (where pax can choose to be alerted if a fare changes or if it dips beneath a stated threshold). - Support Costs: To provide an hourly rate for ad-hoc development requests, based on a monthly commitment of (a) 50 hrs, (b)75 hrs and (c) 100 hrs. - Operational Costs: Vendors must outline and detail all variable costs that could be incurred during the time of the contract, and the methodology as to how it was calculated; - Reconciliations: Vendors must outline the proposed financial reconciliation process; - Currency: Proposals must be in SGD Dollars with any currency conversion requirements into the Vendor s preferred currency to be clearly stated.
- Account Management: Please provide information on the primary person who will be managing our account (please include full bio), as well as his/ her metrics and KPIs. In addition, include a backup contingency plan for manpower allocation in the area of project delivery. - Technical Support: The Vendor must provide a proposed plan for handling outages and describe an escalation process to ensure business continuity - SLAs: The Vendor should provide some examples of relevant SLAs it would implement for Scoot, both on the technical level as well as the personnel/ human resourcing level. The Vendor should provide some examples of penalties that would be applied in the event of failures to deliver SLAs. - Commitment to SLAs: 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 any Service Level Agreements ( SLAs ) that are executed. 6.15. Critical Success Factors: Vendors are required to list and explain what they see as the critical success factors for a successful WDS provider. 6.16. Dependencies: Vendors are required to list and explain what they see as the key dependencies on Scoot for a successful WDS provider. 6.17. Unique Suitability: Describe what you see as your proposed unique key suitability to Scoot, against all other competitors out there. How are you different? Please quantify as much as possible. 7. TIMETABLE Key Date/Delivery Date Comments 11 December 2013 Upload RFP document on website 16 December 2013 Deadline for queries concerning the RFP to be received from prospective Vendors (Vendors are also required to confirm their participation at this stage) 27 December 2013 Deadline for RFP responses 28 December 2013 Vendor shortlist advised 13 17 January 2014 Demos by vendors to be requested if necessary 20-21 January 2014 Final Vendor confirmed, contract negotiations with Vendor
8. Appendix 1 Additional Information 8.1. Navitaire Components Versions (As of 20 Nov 2013) Component Release Version PROD TEST TRAIN New Skies 3.4.6.60 -UPD10 3.4.6.60 -UPD10 3.4.5.45 -UPD4 External Systems n/a 3.5.6.21 3.5.6.21 Communications (ECS) Travel Commerce 3.7.13.0 3.7.13.0 3.3.9.1 SkyPay 4.6.0.5 4.6.0.5 n/a 8.2. Number of transactional/ operational emails sent out monthly Scoot currently sends out more than 120,000 emails a month for transactional and operational emails, with the number project to go beyond 200,000 emails a month by end of June 2014 (assuming a very conservative growth factor, which is likely to be exceeded). Please refer to the table below breakdown of the projected numbers from July 2013 to June 2014. Month Booking confirmation emails Transactional and operational emails Flight reminder emails Post-flight survey emails Schedule Notification emails Total Emails Jun-13 50,285 50,285 25,143 2,000 127,713 Jul-13 52,732 52,732 26,366 2,000 133,831 Aug-13 55,179 55,179 27,590 2,000 139,948 Sep-13 57,627 57,627 28,813 2,000 146,066 Oct-13 60,074 60,074 30,037 3,000 153,184 Nov-13 62,521 62,521 31,260 3,000 159,302 Dec-13 64,968 64,968 32,484 3,000 165,420 Jan-14 67,415 67,415 33,708 3,000 171,538 Feb-14 69,862 69,862 34,931 4,000 178,656 Mar-14 72,309 72,309 36,155 4,000 184,773 Apr-14 74,757 74,757 37,378 4,000 190,891 May-14 77,204 77,204 38,602 4,000 197,009 Jun-14 79,651 79,651 39,825 4,455 203,582 Total (Jul 13 - Jun 14) 764,933 764,933 382,466 36,000 1,948,332 - END -