REQUEST FOR PROPOSALS FOR: DOCUMENT COLLECTION AND SCANNING FOR 36 MONTHS CONTRACT SCMN33 /2013 1
Table of Contents Item Page Number 1 Introduction 3 2 Background 3 3 Purpose 3 4 Bid Evaluation 3 5 Preference 4 6 Submission of Bids 4 7 Clarification 5 8 Additional Information 5 9 Reasons for Rejection 5 10 Disclaimer 5 11 Reservations 5 12 Contract Negotiations 6 13 Closing Date 6 14 Late Bids 6 15 Annexure A Scope of Work: Service Provider detailed response 7 2
CONTRACT SCMN 33/2013 1. INTRODUCTION The National Student Financial Aid Scheme (NSFAS) is a statuary body providing financial aid to eligible students who wish to study at public Universities and Further Education and Training (FET) Colleges. NSFAS is mandated to manage and distribute funds in accordance with the provisions of the NSFAS Act (Act 56 of 1999). 2. BACKGROUND NSFAS has undertaken a Transformation Programme and as a result there is a requirement for the collection of documents from the Plumstead Post Office and the NSFAS offices in Wynberg. These documents will need to be scanned, indexed, stored and electronic versions delivered to NSFAS. 3. PURPOSE The purpose of this document is to set out NSFAS s requirements and to request responses from suppliers who can provide the required services for the collection, digitization, scanning and transfer of digital images for the NSFAS documents. The scanning scope also includes receiving faxes and scanning and electronically sending the image to NSFAS. Section 15 (Scope of Work Service Provider detailed response) contains the requirements for the services to be rendered to NSFAS. 4. BID EVALUATION Bids will be evaluated in accordance with the following technical criteria: ELEMENT Track Record Provide experience In the business of document scanning, (at least for a period of three years) Functionality requirements and ability to deliver Refer Scope of work: Provide a detailed project plan including timelines on how the assignment will be handled from collection of documents, preparation, scanning indexing, data capturing, handling of volumes and storage WEIGHT 20% 50% All bidders who score 50% and above out of 70%, will be shortlisted for site visits. 3
ELEMENT WEIGHT The bidder s printing facility- site visit for infrastructure inspection and business conduct assessment 30% TOTAL 100 Note: The minimum qualifying score for functionality including site visits is 80%. All tenders that fail to achieve the minimum qualifying score on functionality shall not be considered for further evaluation on Price and BBBEE. 5. PREFERENCE POINT SYSTEM All tenders that achieve the minimum qualifying score (acceptable tenders) will be evaluated further in terms of the preference point system as follows: CRITERIA POINTS Price 90 BBB-EE 10 TOTAL 100 6. SUBMISSION OF BIDS The following is the compulsory information that must be submitted with the bid document: Completion in full of Annexure A All received tender documents Original Tax Clearance Certificate. Signed SBD 1-9 (attached) Preference point system (attached) Offer to be valid for 120 days from the closing date of the bid. Company registration documents (CIPRO Certificates) 6 months financial statements / proof of financial stability. Registration form to register on the NSFAS supplier database for interested bidders are available from the NSFAS website: www.nsfas.org.za Tenders should be submitted in duplicate, all bound in a sealed envelope endorsed, CONTRACT SCMN 33/2013: Request for Proposals for the PROVISION of a DOCUMENT COLLECTION AND SCANNING for a Period of 36 months. The sealed envelopes must be delivered at the Main Reception area of the NSFAS Building, 2 nd floor House Vincent, 10 Brodie Road, Wynberg by no later than 11:00 am on 22 November 2013, where the tenders will be opened in public in the NSFAS Main Boardroom at 11:15 a.m. All envelopes should be logged into a register that will be available at the reception desk and the date and time of submission should be clearly recorded. 4
The closing date, company name and the return address must also be endorsed on the envelope. If a courier service company is being used for delivery of the tender document, the tender description must be endorsed on the delivery note/courier packaging to ensure that documents are delivered to the reception desk. No tender received by telegram, telex, email, facsimile or similar medium or after closing date and time will be considered. 7 CLARIFICATION Any clarification required by a bidder regarding the meaning or interpretation of the Terms of Reference, or any other aspect concerning the bid, are to be requested in writing by email from Suzanne Adams on SuzanneA@nsfas.org.za. The bid number should be mentioned in all correspondence. Telephonic requests for clarification will not be accepted. If appropriate, the clarifying information will be made available to all bidders by e-mail only. 8 ADDITIONAL INFORMATION During evaluation of the bids, additional information may be requested in writing from bidders, for clarity. Replies to such requests must be submitted, within 5 (five) working days from the date of request, or as otherwise indicated. Failure to comply may lead to your bid being disregarded. 9 REASONS FOR REJECTION NSFAS shall reject a proposal for the award of a contract if the recommended bidder has committed a proven corrupt or fraudulent act in competing for the particular contract. NSFAS may disregard the bid of any bidder if that bidder, or any of its directors: Has abused the SCM system of NSFAS. Has committed proven fraud or any other improper conduct in relation to such system. Has failed to perform on any previous contract and the proof thereof exists. Such actions shall be communicated to the National Treasury and Department of Higher Education and Training. 10 DISCLAIMER NSFAS will apply procurement policies and where policy is silent, will apply National Treasury Regulations. All costs incurred in drafting the proposal are those of the service provider. NSFAS reserves the right to engage more than one service provider. NSFAS reserves the right to remove parts of the tender, to award or not to award the tender. 11 RESERVATIONS NSFAS expressly reserves the following rights: NSFAS is not bound to accept the lowest price submitted by any service provider, nor is it committed to awarding any contract upon the basis described in this RFP. To reject all proposals 5
To waive any or all irregularities in the proposals submitted To retain the right not to select any service provider To retain the right to select only parts of a service provider s submission 12 CONTRACT NEGOTIATIONS The successful Tenderer will be required to enter into a written contract with NSFAS. The final terms and conditions will be negotiated between NSFAS and the successful Tenderer. The GENERAL CONDITIONS OF CONTRACT (GCC) will form the basis of the contract; however, NSFAS reserves its rights to impose additional terms and conditions at its sole discretion. A Copy of the GCC is attached. 13 CLOSING DATE Bids can be delivered at the reception desk between 08:30 am and 16:00 pm, Mondays to Fridays, prior to the closing date, and between 08:30 and 11:00 am on the closing date. The closing date is 22 November 2013 at 11:00 am. 14 LATE BIDS Bids received late shall not be considered. A bid will be considered late if it arrives after 11:00 am on the closing date. The reception register will be closed at exactly 11:00 am and bids arriving late will not be considered under any circumstances. Bids received late shall be returned unopened to the bidder. Bidders are therefore strongly advised to ensure that bids are dispatched allowing enough time for any unforeseen events that may delay the delivery of the bid. 6
15. Annexure A Scope of Work: Service Provider detailed response Item 15.1 COLLECTION OF DOCUMENTS External Content: is bulk content received from students, merchants, employers, funders, universities and FET colleges 15.1.1 Centralised collection point is at the Plumstead Post Office, Shop 1, Richmond Centre, Plumstead. In addition, a second collection point at the NSFAS offices at 1st floor, House Vincent, 10 Brodie Road, Wynberg Mews, Wynberg, Cape Town - External Content - Internal Content 7
15.1.2 Item Internal content: is content that relates to day-to-day operational activities internal to NSFAS. Document scanning require a separate price schedule for internal content based on pricing bands of: Up to 50 000 pages 50 001 to 100 000 pages 100 001 and more pages Price to be inclusive of VAT Note: Internal content will need to be collected from NSFAS offices, scanned and sent electronically or stored according to NSFAS requirements 15.1.3 Document collection from the Post Office and NSFAS Wynberg is required 3 times a week on a Monday, Wednesday and Friday from 1 January 2014. First collection will be Friday 5 January 2014. Document collection days may change, if required by NSFAS 15.1.4 Service Provider to ensure that their process allows for contacting the Post Office prior to sending courier collection vehicle, to determine if there is post to collect 8
15.2 PREPARATION Item 15.2.1 Transferring documents to storage facility NSFAS currently has a storage contract in place and requires the scanning service provider to transfer the collected documentation, after scanning to the current storage providers premises in Airport Industria. The logistics and costs must be included in the Tender bid. Documents must be tracked and traceable 15.2.2 - Price for delivery to storage provider for storage per delivery Before documents are scanned, the following is required 15.2.3 15.2.2.1 Disassembly and the removal of staples and gem clips 15.2.2.2 Documents received as a set must be scanned as a set and therefore grouped as a set in preparation, e.g. a set of documents received in one envelope Default document size is A4. However the service providers must be able to cater for the exception, such as A3 or A5 15.3 SCANNING A requirement to scan each incoming document which includes: 15.3.1 9
Item All documents must be scanned at 200 DPI greyscale 15.3.2 Service Provider to ensure scanned content reflects the original content and splitter pages scanned to distinguish between different document types 15.4 INDEXING / DATA CAPTURE All documents that are scanned must be indexed. The following fields must be populated as Metadata: 15.4.1 Source - The source details from where the content was collected or received by the Service Provider: either Private Bag details, Fax number details or NSFAS office Wynberg. 15.4.2 Entity Name - The name of the entity from which the content originated, as per the document identification pages (e.g. University of Cape Town). 15.4.3 Entity Type - The type of entity from which the content originated, as per the document identification pages (student, merchant, employer, funder, university, FET college). 15.4.4 Entity Unique identifier - The unique ID for an entity and will be available on the content header pages inserted into 10
Item every pack, as per the content header pages (i.e. if student RSA ID number, if merchant unique merchant reference number). 15.4.5 Channel - The channel via which the content was received (fax, post, collection). 15.4.6 Document type - Represents the categorisation of documents per entity into separate types. Document Type must be mapped to the relative entity type (e.g. student or merchant). 15.4.7 Unique bidders reference (e.g. tender reference or file number) 15.4.8 Unique reference number (created at scanning stage) - The unique ID for content received from Service Provider (i.e. file or box number). 15.4.9 Pack ID - The unique identifier used to group all related documents received as a set 15.4.10 Date and Time Stamp - The date and time that the content 11
Item was scanned and digitised by the Service Provider. 15.4.11 Document Status - The status of the document as a result of the Scanning and Indexing Process (i.e. Successful if all documents successfully scanned or Rejected if documents cannot be recognized or scanned). 15.4.12 Comments Enables comments to be inserted should that be required 15.5 DATA TRANSFER 15.5.1 All scanned content with indexing information must be delivered to NSFAS 15.5.2 Secure File Transfer Protocol (SFTP) data transfer required Note: In computing, the SSH File Transfer Protocol (also Secure File Transfer Protocol, or SFTP) is a network protocol that provides file access, file transfer, and file management functionalities over any reliable data stream 15.5.3 Content to be delivered with indexing information required in future field, new format requirements in commaseparated values (CSV) format or Extensible Markup 12
Language (XML) format. Item Note: Extensible Markup Language (XML) is a markup language that defines a set of rules for encoding documents in a format that is both human and machine-readable A comma-separated value (CSV) (also sometimes called character-separated values, because the separator character does not have to be a comma) file stores tabular data (numbers and text) in plain-text form. Plain text means that the file is a sequence of characters, with no data that has to be interpreted as binary numbers. A CSV file consists of any number of records separated by line breaks of some kind; each record consists of fields, separated by some other character or string, most commonly a literal comma or tab. Usually, all records have an identical sequence of fields 15.5.4 Service Providers to provide references of where they have implemented and run similar data transfer protocols 15.5.5 Creation of SFTP interface per content location 15.5.6 Delivery verification to NSFAS 15.5.7 Adhoc physical or electronic document delivery to NSFAS (Due to audit and/or general query purposes) 13
15.5.8 Item Fax to email services to be provided 15.5.9 Quality control by Service Provider i.e. acceptance or rejection (rework per batch for the cost of the Service Provider) 15.5.10 Backup of scanned images must be kept for 30 days from date of scanning to allow for interface exception management and queries. Backup must be kept electronically and be accessible to NSFAS within 24 hours 14
Item 15.6 VOLUMES Estimated annual document and page totals are noted on page 15 and are broken down into 4 different scenarios. Year Estimated document volume Scenario A 100% Paper 0% Online Estimated number of pages Estimated document volume Scenario B 80% Paper 20% Online Estimated Estimated number of pages document volume Scenario C 60% Paper 40% Online Estimated Estimated document number of pages volume Scenario D 40% Paper 60% Online Estimated number of pages 2014* 2 640 559 11 035 100 2 167 922 8 868 038 1 696 558 6 703 903 1 225 195 4 539 769 2015 ** 5 225 704 17 415 880 4 377 132 14 236 951 3 533 174 11 058 022 2 689 217 7 879 094 2016 *** 7 020 011 22 054 917 5 928 184 17 656 964 4 845 109 12 487 412 3 762 035 8 346 659 * Based on 12 Institutions on the new NSFAS process ** Based on 60% of Institutions on the new NSFAS process *** Based on 100% of Institutions on the new NSFAS process 15.7 OFFSITE STORAGE REQUIREMENT NSFAS currently has a contract for documentation storage. NSFAS requests Service Providers to include a cost breakdown of storage services for the 3 year period from 1 January 2014 to 31 December 2016. The response needs to include: 15.7.1 Storage location 15.7.2 Storage Security 15
15.7.3 Item Storage Access 15.7.4 Box- based storage pricing (inclusive of VAT) 15.7.5 File-based storage pricing (inclusive of VAT) 15.7.6 Storage via Microfilm pricing (inclusive of VAT) 15.7.6.1 Does the Service Provider have Microfilm capabilities 15.7.6.2 If Yes in 15.7.6.1, provide references where implemented 15.7.7 Transferring stored content estimated to be 4000 boxes from the current storage provider to Provider site within 30 days if a new Service Provider is appointed 15.7.7.1 Please explain via a detailed project plan how the transferring will occur 15.7.8 Storage boxes document retrieval process and cost (inclusive of VAT) 15.7.9 Storage filing retrieval process and cost (inclusive of VAT) 15.7.10 16
Item Storage Microfilm retrieval process and cost (inclusive of VAT) 15.8 PRICING Bidder to supply Standard Pricing Scale per volume bands 15.8.1 Pricing per page volume bands (inclusive of VAT) 1 to 5 000 000 pages 5 000 001 to 10 000 000 pages 10 000 001 to 20 000 000 pages Above 20 000 000 pages 15.8.2 Document Collection Costs Transport cost per pick- up point. If tiered do you have a pricing scale (e.g. per kilometer) (inclusive of VAT)? 15.8.3 Price per page for scanning, including Quality Assurance (QA) (inclusive of VAT) 15.8.4 Price for document preparation (inclusive of VAT) 17
15.8.5 Item Price for indexing including Quality Assurance (QA) Service Provider to supply pricing scale based on 12 indexing fields as required by NSFAS (refer section 15.4). - i.e. price for completion of all 12 fields to be inclusive of VAT - Document splitter / separator page to be included in cost and not billed for seperately 15.9 OPERATIONAL MEETINGS 15.9.1 Monthly and Quarterly operational meetings to be held to review 15.9.1.1 service delivery 15.9.1.2 operational matters 15.9.1.3 financial and contractual deliveries 15.9.1.4 monthly and quarterly operational reports and/or PowerPoint slides to be presented by the Service Provider 15.9.2 Supplier to note who will fulfill the first line escalation point for operational issues as well as escalation contact names 15.9.3 Any new process, application or system the supplier or 18
Item NSFAS would like to introduce to be discussed prior to implementation 15.10 INFORMATION SECURITY All NSFAS information (to and from: data, content, statistics, etc.) is considered private and is not to be shared or disclosed, and violations are a possible contract termination offence. The Tender response must clearly state how information security will be managed by the Service Provider, especially but not limited to the following: 15.10.1 The secure collection of the NSFAS internal and external documents (physical security) 15.10.2 Security controls used to store NSFAS information electronically 15.10.3 How NSFAS information is segregated from the other clients the Service Providers has (physically and electronically) 15.10.4 Protocols used to electronically send the scanned information to NSFAS securely 15.10.5 The secure disposal of NSFAS information (physically and electronically) 19
15.10.6 Item The backup of information and the Service Providers disaster recovery capabilities (to ensure availability of NSFAS information) 15.10.7 In the event that the contract is terminated, how would NSFAS information be retrieved and how would the service provider provide assurance that the existing information has been destroyed 15.10.8 NSFAS requires full auditing of all human interaction throughout the process, including collection, preparation, scanning and indexing 15.10.9 Submit a risk plan to make sure that the documents are safe from point of collection to the end point of storage 15.11 SERVICE LEVEL AGREEMENTS In addition to the functionality, collection and associated indexing mentioned in this tender, the Service Provider needs to provide a mechanism to receive phone calls and emails from NSFAS requesting service. The purpose of setting out the service level requirements in this tender is that they will become part of the final contract agreement with the vendor. These requirements delineate the guarantees required by NSFAS; identify the roles and responsibilities of the parties; set out the processes for problem resolution; detail support and maintenance service levels; detail change control procedures; and detail the penalties that arise from defaulting on the service levels specified. 20
Item 15.11.1 Document collection from Post Office and NSFAS Wynberg required 3 times a week on a Monday, Wednesday and Friday from 1 January 2014 or until required to change by NSFAS (Refer item 4.1.1.2 of this document) 15.11.2 From collection to SFTP delivery required - 48 hours 15.11.3 Faxes - same day service delivery to NSFAS unless fax received after 16h00 in which case delivery will be before 10h00 next working day 15.11.4 For box, file and Microfilm retrieval of documents - 48 hours 15.11.5 To fix defects and deficiencies caused by machine errors (scanning devices) within 24 hours - The service provider should ensure they have acceptable knowledge of equipment used to reduce downtime and make the necessary alternative arrangements so as not to impact on NSFAS service delivery 15.11.6 Performance and efficiency checks to be done daily - correct scanning of images clear of any defects due to malfunctioning equipment 21
Item 15.11.7 System diagnostics (SFTP) to be done daily the Service Provider ensures their link to NSFAS is not interrupted. 15.11.8 Document trace evaluation Should a document be required whilst in a process, the Service Provider should be able to identify where in the process the document is and make it available for review 15.11.9 The service provider will provide support services to NSFAS. 15.11.10 Service Provider to supply an on-site specialist for 1 to 6 months, if required. The specialist is to assist with: 15.11.10.1 Liaise between the service provider and NSFAS 15.11.10.2 Process improvements through an understanding of service providers and NSFAS processes 15.11.10.3 Providing first line escalation and technical specialist services for service provider 15.11.11 Penalty clauses: Should a Service Provider have specific Penalty Clauses other than those in the general terms and conditions, please specify those clauses 15.12 FUNCTIONAL ROLES AND RESPONSIBILITIES SERVICE PROVIDER 22
Item 15.12.1 Maintain guaranteed service levels and service assurance 15.12.1.1 Pro-active monitoring and management to determine service availability and service quality 15.12.1.2 Logging and tracking of contractual incidents for all problems from identification to resolution 15.12.2 Support of the services and hardware 15.12.2.1 Technical troubleshooting to ensure all resolution guarantees are met 15.12.2.2 Adherence to error reporting and resolution procedures 15.12.3 Adherence to all change control, maintenance and emergency procedures 15.12.3.1 Communication with designated NSFAS contacts only 15.12.4 Relationship management 15.12.4.1 Appoint a dedicated relationship management team and account manager for NSFAS 15.12.4.2 Allocation of a current local and cell phone contact telephone number 15.12.4.3 Setting up monthly meetings with NSFAS to meet with the designated NSFAS representatives to discuss service and SLA performance 15.12.4.4 Providing the current details for escalation procedures 23
Item 15.12.5 Change management 15.12.5.1 To initiate relevant changes of new and existing services as per NSFAS requirements 15.12.5.2 To present NSFAS with a committed date for any such change to take place 15.12.5.3 To obtain signed completion form from NSFAS to initiate billing of the new service 15.12.5.4 To update the site schedule accordingly 15.12.6 Performance Management Report 15.12.6.1 Monthly reports to NSFAS: Volumes, Service Levels, exceptions, process feedback 15.12.7 Provide a detailed project plan including timelines on how the assignment will be handled from collection of documents, preparation, scanning indexing, data capturing, handling of volumes and storage 15.13 SERVICE PROVIDER TRACK RECORD 15.13.1 Please provide three references of existing clients. 15.13.2 The following information must be provided: Company Name, Contact Person, Contact Details, Scope of Work or Project, Contract duration (end and start dates). 15.13.3 Demonstrates relevant experience on similar projects in the past 36 months. 24
Item The submission of this information will include client s names, contact person(s), telephone number(s), and the value of the contract NSFAS reserves the right to contact the references. 15.13.4 The bidder must also provide their detailed Company Profile. 15.13.5 Service Provider Financial stability 15.13.6 Office and operations locations cities and provinces, number of staff/management in each location 15.14 SCANNING FACILITIES LOCATION 15.14.1 The primary Scanning centre must be located within a 60km radius from Wynberg, Cape Town. - documents showing ownership of the premises and insurance of the building required 15.15 KEY SKILLS 15.15.1 The bidder s proposed key team must be suitably qualified and skilled to deliver on this contract. 15.15.2 The proposed team must demonstrate a track record/experience/scalability or resource in providing network design. 15.15. 3 Please provide abridged CVs of the key personnel. 15.16 SERVICE PROVIDER BIDDER PROPOSAL RESPONSE STRUCTURE 15.16.1 The bidder must provide all three components of the request. When a consortium is used, details of all other companies must be provided. Bidders shall submit their responses in accordance with the 25
Item response format as specified below in annexure A, in hard and soft copy format (each schedule must be clearly marked): Note: If a Consortium, Joint Venture or Subcontractor, the documents listed below must be submitted for each Consortium/ JV member or subcontractor Bidders are required to submit their hard copy proposals in an envelope containing: Track record of working together and references Detailed company profile Detailed agreement of the consortium/ joint venture signed by both parties Original valid tax clearance certificate for company in the joint venture B-BBEE Information B-BBEE certificate issued by a Verification Agency accredited by SANAS or a Registered Auditor approved by IRBA or an Accounting Officer as contemplated in the CCA All of the proposal submitted must be signed and initialed on each page Documents submitted on time by bidders shall not be returned 26