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14 October 2016

Dear Tenderer

IT INFRASTRUCTURE SERVICES

RE-ENQUIRY NO. 0010024926 (BD)

SUBJECT:

You are hereby invited to tender for the abovementioned Services in accordance with the documents of enquiry contained herein.

Elucidation of the Enquiry

Should any part or parts of the enquiry require further explanation, be ambiguous or contradictory, elucidation prior to submission of your proposal, and is to be obtained from:

All Commercial and Technical queries:

Brian Dlamini Tel: 011 703 7060 or e-mail: [email protected]

Compulsory Briefing

Tenderers are required to attend a compulsory briefing session on Friday the 21 st of October 2016 , the venue shall be at our head office number 31 De Korte Street, Braamfontein, Johannesburg, Road Freight House, on the 9th Floor (Council Chambers) boardroom, the time will be from 9:00 AM to 10:30 AM.

Note: Tenderers who do not attend will be disqualified from the tendering process.

Submission of Tender

Your tender is to be submitted in the manner described in the Instructions to Tenderers contained in Section A of the enquiry document by not later than the 4 th of November 2016 .

Yours faithfully

B DlaminiSenior Procurement Officer

Enquiry No. 0010024926 (BD) of 55

NATIONAL BARGAINING COUNCIL FOR THE ROAD FREIGHT AND LOGISTICS INDUSTRY

ENQUIRY NO. 0010024926 (BD)


INDEX

SECTION DESCRIPTION

SECTION A : INSTRUCTIONS TO TENDERERS

SECTION B : FORM OF TENDER

SECTION C : CONDITIONS OF AGREEMENT

SECTION D: SPECIFICATIONS

Enquiry No. 0010024926 (BD) of 55

SECTION A


INSTRUCTIONS TO TENDERER

Enquiry No. 0010024926 (BD) of 55


ENQUIRY NO. 0010024926 (BD)


INSTRUCTIONS TO TENDERERS

TENDERS THAT CONSIST OF ONE ORIGINAL AND NINE (9) COPIES MUST BE DEPOSITED IN THE NBCRFLI TENDER BOX, GROUND FLOOR OF THE ROAD FRIEGHT HOUSE AT NUMBER 31 DE

KORTE STREET, BRAAMFONTEIN, 2017. AND AN ELECTRONIC COPY VIA EMAIL TO: [email protected]

BY THE TIME AND DATE STIPULATED IN THIS ENQUIRY.

NB: TENDERS MUST NOT BE ADDRESSED OR DELIVERED TO INDIVIDUALS.

1. CLARIFICATION OF ENQUIRY DOCUMENTS

Should there be doubt as to the meaning of the enquiry document; the Tenderer shall seek clarification before submitting a tender. All additional information supplied shall be made available to all other Tenderers. All queries shall be submitted by not later than 2nd of NOVEMBER 2016

2. AGREEMENT CONDITIONS

The Conditions of Contract shall be the Conditions of Contract contained in the enquiry document. The Tenderer may submit a tender containing proposed variations or qualifications to the Contract Conditions.

3. MAIN OFFER AND ALTERNATIVE PROPOSALS

Tenderers shall submit a main offer on the forms provided in accordance with the requirements set out in the enquiry.

Tenderers may in addition submit alternative offers, which shall clearly indicate either technical and/or financial advantages to the NBCRFLI.

4. SUFFICIENCY OF TENDER

No alterations will be allowed once a tender has been submitted. In the event of any discrepancies occurring between the prices and particulars detailed by the Tenderer in the forms provided with the enquiry and those contained in any additional letter or document by the Tenderer, the former shall prevail.

5. TENDERER TO INFORM THEMSELVES FULLY

The Tenderer is to examine the scope of services provided. Should there be any doubt as to the meaning of the scope of services, or ambiguity as to the scope of the enquiry, the Tenderer is to immediately notify the NBCRFLI and have the matter rectified, otherwise it will be taken that the enquiry is fully understood, and no liability for errors will be admitted due to the foregoing.

Enquiry No. 0010024926 (BD Page

6. EXTENSIONS TO TENDER CLOSING DATE

Under no circumstances will requests for extensions to the tender closing date be considered unless there are delays in providing additional information that is due from NBCRFLI.

7. REJECTION OF TENDERS

A tender may be rejected if: -

7.1 it is received after the time and closing date stipulated in the enquiry or a subsequent official amendment thereto;

7.2 it contains any omission, erasure, alteration, text addition or irregularity;

7.3 it does not include the required information necessary for proper comparison and evaluation;

7.4 it is not in accordance with the commercial and technical requirements of the evaluation;

8. CONFIDENTIALITY OF ENQUIRY DOCUMENTS

The enquiry document shall be treated as strictly confidential by the Tenderer.

Tenders received will be treated as confidential and no aspect of any tender will be disclosed to third parties by NBCRFLI

9. ACCEPTANCE OF TENDERS

The NBCRFLI reserves the right to reject any tender, or accept portions of tenders received, without being obliged to give reasons.

10. VALIDITY

Tenders shall remain open for acceptance for 90 (ninety) days from the closing date.

11. EXPENSE IN PREPARATION OF TENDERS

The NBCRFLI will not be responsible for any expenses or losses, which the Tenderer may incur in the preparation of the tender.

12. CONDITIONS UNDER WHICH TENDERS WILL BE CONSIDERED

No tender will receive consideration unless it is complete and in accordance with the requirements of this enquiry specification. Should the Tenderer wish to offer services which in his opinion is considered an improvement arrangement or selection the Tenderer may submit such an offer as an alternative to the main offer.


13. SUBMISSION OF TENDERS

13.1 Tender - Hard Copy

Sealed envelopes must be hand delivered to Ground Floor of the Road Frieght House at number 31 De Korte Street, Braamfontein, 2017, and shall be deposited in the Tender Box, and shall reflect the following:-

ENQUIRY NO. : 0010024926 (BD)

DESCRIPTION : IT INFRASTRUCTURE SERVICES ECLOSING DATE : 4th NOVEMBER 2016

The Tenderer shall prepare one original set and nine (9) photocopy sets of the documents comprising the Tender and supplementary information. Each such set shall be submitted in an envelope, with each document and each envelope being clearly marked “Original” or “Copy” as appropriate. If there is any discrepancy between them, the original shall prevail.

13.2 Tender - Electronic Copy

In addition to the above tenderers are required to also forward an electronic copy of their tender document, by not later than 12h00 noon on the 4th of NOVEMBER 2016 to [email protected]

14. EVALUATION

14.1 All tenders will be evaluated by a bid evaluation committee.

14.2 The evaluation of the bids will be done in a two stage process:

14.2.1 The first stage will be the evaluation of bids on functionality/capability which will consists of administrative compliance. The firm must achieve a minimum of 75 points to make it to the second stage.

14.2.2 The second stage of evaluation will be on the 90/10 principle, where 90 points is allocated for price and 10 points BBBEE rating.

Price = 90 Points BBBEE Rating = 10 Points


STAGE 1A: ADMINISTRATIVE COMPLIANCE

Company’s profile and proposed solution Completed RFP Questionnaire Tenderer’s references Schedule of Proposed sub-contractors Alterations by tenderer BEE and Tax clearance Certificate (these documents can be included in the

supplier registration section) Supplier Registration form Declaration of Interest Transformation requirements Bid Price/offer (tenderer must ensure that the offer is fully signed by authorized

person) Summary of fees

STAGE 1B: CAPABILITY

The first stage will evaluate the bid in terms of the following criteria:

Overall Company Profile = 26 Points Capability to provide Core IT Services in its Own Right = 70 Points Capability to provide Non-Core IT Services – as a fully integrated service offering = 4 Points.

Maximum possible score = 100 Points


The following factors will be taken into consideration during the evaluation process:

Tenderers are requested to include with the tender document all information requested above in the sequence outlined in Section B of this enquiry:


STAGE 2: PRICE AND BBBEE RATING

The second stage will evaluate the bid in terms of the following criteria:

Price = 90 Points; and

BBBEE rating = 10 Points

Sub-Contracting

A tenderer will not be awarded points for BBBEE status level if it indicated in their proposal/tender document submitted that such a tenderer intends sub-contracting more than 25% of the value of the contract to any other enterprise that does not qualify for at least the points that such a tenderer qualifies for, unless the intended sub-contractor is an Exempted Micro Enterprise (EME) that has the capability and ability to execute the sub-contract.

A tenderer awarded a contract may not sub-contract more than 25% of the value of the contract to any other enterprise that does not have an equal or higher BBBEE status level than the successful tenderer concerned, unless the contract is sub-contracted to an EME that has the capability and ability to execute the sub-contract.

The tenderer is required to provide information regarding sub-contracting on the schedule of proposed sub-contractors form as well as the schedule for transformation requirements in Section B of this enquiry.

General

During the evaluation process NBCRFLI may engage with one or more tenderers for clarification of their tender. Tenderers must also note that presentations may be required and as a result they must be always prepared when submitting their tender documents.

Based on the results of the evaluation process, NBCRFLI will approve the awarding of the contract to the successful tenderer subject to a due diligence being conducted.


SECTION B


FORM OF TENDER



RE-ENQUIRY NO. 0010024926 (BD)


FORM OF TENDER

INDEX

A. Proposed Solution and Standard Forms

Item Title Page

1. Company’s Profile and Proposed Solution 12-26

2. Tenderer’s references 27

3. Schedule of Proposed Sub-Contractors 28

5. Alterations by Tenderer 29

6. BEE and Tax Clearance Certificate 30

7. Supplier Registration Form 31

8. Declaration of Interest 32-33

9. Transformation Requirements 34

B. Financial ProposalItem Title Page

1. Offer: 352. Summary of Costs 36

A 1. COMPANY PROFILE AND PROPOSED SOLUTION


Tenderer is requested to provide full response and detail Proposed Solution to the requirements as highlighted in Section D of this document and the evaluation criteria as stipulated in evaluation criteria as stated in point 14 under section A.

NOTE: 100 points is allocated for this section.

Tenderers must a least achieve a minimum of 75 points to qualify for the second stage evaluation

Outline / Layout of the Response

The Tenderer shall strictly follow the below outline, in their submission document, with clear reference and adherence to the reference numbers and format of the requested information:

(bullets below in italic is provided to elaborate and guide your submission on the topic and do not have to be followed within the structure of the document)

1. Company's Profile and Overall Capability1.1. Company profile

Focus on the Company’s South-African operation. NBCRFLI has No African or International interests and will always function within the South African context only due to the nature of the organisation

Provide a holistic overview of the company’s Capabilities, Structures, Footprint; Skills base and 5 x References

Provide an overview of Certification and Accreditation

1.2. Engagement Model and Governance Organisations Engagement Model and account Governance

1.3. Service Management Capability and Maturity Service Management Methodology and Processes Internal and external assessments and audit performed to ensure compliance Quality assurance structures, functions and review processes Process Maturity in the adoption of Best Practices with specific reference to –

Cobit, ITIL, ISO 9000, ISO 38500, ISO 27000 and Prince II (or other Project Management methodology)

ITIL and/or Cobit maturity level – Include any supporting documents, assessments, accreditation or certifications

1.4. Risk Management and Assurance Capability and Maturity Methodology and Frameworks adopted and implemented Internal and External Audit functions focused on ensuring Information Security,

Continuity, Compliance etc. – with specific reference to Perimeter Security, Data Centre, Cloud and MPLS environments

Assurance that can and will be provided as part of the agreement Data Protection and POPI

1.5. Management of Service Non-conformance and proposed penalty structures Proposed structures and mechanisms to manage service non-conformance

1.6. Transition Plan Transition Plan detailing the activities and timelines


Transition cost will be defined and have to include all costs from the day that the first resources are placed on the account until the incumbent leaves the environment

1.7. Industry Transformation initiatives Provide a detail overview of your Company’s activities and contribution to

transforming the IT Industry and Developing SMME’s(NOTE: this section needs to be completed in conjunction with the schedule/form in Section B of this enquiry titled “Transformation Requirements” on page 34 below.)

2. Proposed Solution

For each of the service as outlined in Section D 4.1 to D 4.28, in the Specifications/Requirements definition section D, the following needs to be provided:

Overview of Service – demonstrating the capability to comply with the required solution

Any Supporting documentation, accreditation or certification Specify any non-conformance or deviation from the requirement For Core Services – a Declaration that services will be provided by the

Service Provider in his Own Right in accordance with the definition in Section D 1. and 4.

For Non-Core Serviceso Indicate clearly if this service will be provided by the Service Provider in

his Own Right since this will attract bonus pointso If a Strategic Partner, Joint Ventures or any other 3rd Party Subcontractor

will be used provide full detail of the 3rd Party, describe the relationship, nature of contracts, management mechanisms and penalty structures etc. that exist to govern the relationship

Detail Propose Service Definition for the Service – this may be submitted as a single Service Definition Document that is referenced in this section or detailed in this section

Proposed SLA, Service Metrics and Service Targets for each Service - this may be submitted as a single SLA Document that is referenced in this section or detailed in this section

NOTE: The following Numbering Structure needs to be adopted for this section:

Use: D 4.1 to D 4.28 – to number each of the service in Section D 4.1 to D 4.28 utilising the same description for the service as in Section D

Adopt the following structure underneath 2.1 to 2.28:D 4.?.1 Overview of ServiceD 4.?.2 Supporting DocumentationD 4.?.3 Non-Conformance or DeviationD 4.?.4 Declaration of Provision of Service

For Core Service – Declaration of in Own Right / For Non-Core Service Declaration of in Own Right or Detail of Subcontracting arrangements

D 4.?.5 Detail Service Definition for specific serviceD 4.?.6 Proposed SLA, Service Metrics and Service Target for specific service


In cases where the above are not applicable, retain the structure and indicate -Not Applicable

Example for D 4.2:

D 4.2 Data Centre & Core Infrastructure service (See Section D 4.2)D 4.2.1 Overview of Data Centre & Core infrastructure service

Two Data Centres, ………..D 4.2.2 Supporting Documentation

Physical Address and Location of DCs, Ownership etc. High-level Architecture Up-time Certification Etc.

D 4.2.3 Non-Conformance or Deviation Data Centres not integrated with MPLS No LAN / Fibre exist between two Data Centres

D 4.2.4 Declaration of Provision of Service (Since Core Service =) Service will be provided in Own Right as per

the definition in Section D 1. and 4.D 4.2.5 Detail Service Definition for Data Centre Service

Detail Service Definition describing the service Or Cross Reference to a Single Detail Service Description Document

D 4.2.6 Proposed SLA, Service Metrics and Service Target for Data Centre Service

Detail description of SLA, Service Metrics and Service Targets Or Cross Reference to a Single Detailed SLA Document that contains

Service Metrics and Service Targets

3. Completed RFP Questionnaire

Attach to the Tender Document is an RFP Questionnaire that needs to be completed in full and included in this section of the submission

The questionnaire consists of a Definition page and 27 Questions subdivided as follows:

Core Service = Q1 to Q13 Non-Core Service = Q14 to Q27

The tendered needs to ensure that all questions Q1 to Q27 are answered in full without

any ambiguity or miss representation

RFP Questionnaire


Enquiry No. 0010024926 (BD of 55

TENDERER’S REFERENCES

Tenderers are requested to provide five (5) references of relevant services carried out in the last five years that best illustrate the experience of the tenderer

Using the format below, provide information on each assignment for which your firm/entity, either individually as a corporate entity or as one of the major companies within an association, was legally contracted.

Assignment Name: Country:

Location within Country: Professional Staff Provided by Your Firm/Entity (Profiles):

Name of Client: No. of Staff:

Address: No. of Staff-Months; Duration of Assignment:

Start Date (Month/Year):

Completion Date (Month/Year):

Approx. Value of Services :

Name of Associated Consultants, If any: No. of months of Professional Staff Provided by Associated Consultants:

Name of Senior Staff (Project Director/Coordinator, Team Leader) Involved and Functions Performed:

Narrative Description of Project:

Description of Actual Services Provided by Your Staff:

Tenderer’s Name:………………………………………..


SCHEDULE OF PROPOSED SUB - CONTRACTORS

The Tenderer shall detail below all Sub-contractors that he proposes to employ to render of any part of the Services, together with a description of the service he proposes to sub-contract. Notwithstanding the inclusion of any Sub-contractor herein, this shall be read in conjunction to clause 14 [Evaluation] above in Section A of this enquiry as well as the schedule for transformation requirements.

NAME WORK TO BE SUB-CONTRACTEDAPPROXIMATE

VALUE


ALTERATIONS BY TENDERER

Should the Tenderer desire to make any departures from or modifications to the Conditions of Contract, Schedule of Prices, or to qualify his tender in any way, he shall set out his proposals clearly hereunder, or alternatively state them in a covering letter attached to his tender and referred to hereunder, failing which the tender will be deemed to be unqualified.

PAGE CLAUSE OR ITEM PROPOSED ALTERATIONS


BEE AND TAX CLEARENCE CERTIFICATE

Tenderers are required to provide a valid BEE and Tax Clearance Certificate.

Enquiry No. 0010024926

SUPPLIER REGISTRATION FORM

It is expected of tenderers who are not registered on the NBCRFLI’s accredited Supplier Database to register using the prescribed form. Once the form is completed it may be submitted together with the tender. The NBCRFLI reserves the right not to award tenders to tenderers who are not registered on the Database.


Vendor Application Form - 2016.doc

DECLARATION OF INTEREST

DECLARATION OF INTERESTS (KINSHIP, RELATIONSHIP WITH PERSONS EMPLOYED BY NBCRFLI)

In terms of the Procurement Policy, no person or persons employed by the NBCRFLI may be awarded a bid by the Council.

Any legal person, or persons having a kinship with persons employed by the NBCRFLI including a blood relationship, may make an offer in terms of any bid invitation. In view of possible allegations of favouritism, should a resulting bid or part thereof be awarded to persons connected with or related to an employee of the NBCRFLI, it is required that the bidder or his/her authorized representative declare his position vis-à-vis the evaluating authority and/or take an oath declaring his/her interest, where–

- the legal person on whose behalf this application signed, has a relationship with persons/a person who are/is involved with the evaluation of the bid(s), or where it is known that such a relationship exists between the person or persons for or on whose behalf the declarer acts and persons who are involved with the evaluation of the bid.

In order to give effect to the above, the following questionnaire shall be completed and submitted with the bid.

Do you, or any person have any relationship (family, friend, other) with a person employed with the NBCRFLI or its Administration and who may be involved with the evaluation, preparation and/or adjudication of bids?

Yes/NoIf so, state particulars

Are you or any other person connected with this application, employed the NBCRFLI?

Yes/NoIf so, state particulars

SIGNATURE OF DECLARER DATE

POSITION OF DECLARER NAME OF COMPANY OR APPLICANT


I/we, the undersigned (Print name/s) ___________________________________________________________;

Certify that the information as finished in this document is correct.

____________________________________________________________________

Signature/s Date

____________________________________Designation(Please initial all other pages of this document)


TRANSFORMATION REQUIREMENTS

Sub-contracting

It is compulsory for the tenderer to sub-contract a minimum of 12 per cent of the value of the contract to-

(a) one or more black female-owned Exempted Micro Enterprises (EMEs); or

(b) one or more black youth-owned EMEs; or

(c) one or more black-owned EMEs; or

(d) one or more Qualifying Small Business Enterprises (QSE); or

(e) one or more small business, as defined in the National Small Business Act, 1996 (Act No. 102 of 1996).

Skills transfer

The tenderer must provide a detailed skills transfer plan.

Enterprise Development

The tenderer must provide a detailed enterprise development plan.


BID PRICE / OFFER

TO

NATIONAL BARGAINING COUNCIL FOR THE ROAD FREIGHT AND LOGISTICS INDUSTRY FOR


Gentlemen,

Having examined the Specifications and all other documentation contained in the Enquiry document for the above named Services, we the undersigned, offer to carry out the whole of the said Services in conformity with the said Enquiry document, which includes all these documents for the sum of:

NOTE: REFER TO SUMMARY OF COSTS ATTACHED HERETO.

R………………………………… (In words)…………………………………………………

…………………………………………………………………………………………………

…………………………………………………………………………………………………

…………………………………………………………………………………………… (INCLUDING 14% VAT)

We undertake to commence the Services on receipt of the NBCRFLI's representative's instruction to commence.

We agree to abide by the terms and conditions of this Tender for a period of 90 days from the closing date and undertake that it will not be withdrawn and shall remain open for acceptance by you up to the expiration of the said 90 days.

Unless and until a formal Agreement is prepared and executed, this Tender, together with your written acceptance thereof, shall constitute a binding Agreement between us.

Dated this...……….. day of ……………… …….

Signature…………………….. in the capacity of …………………………......……

duly authorised to sign tenders for and on behalf of

………………………………………………………………..


SUMMARY OF FEES

Summary of proposed fees.


SECTION C


CONDITIONS OF AGREEMENT

(Any resultant Service Level Agreement will be subject to NBCRFLI’s terms and Conditions of Agreement)


SECTION D

SPECIFICATIONS

FOR


REQUIREMENT


SPECIFICATIONS

1 INTRODUCTION AND PURPOSE

The National Bargaining Council for the Road Freight and Logistics Industry (abbreviated as

NBCRFLI or NBC) requires the service of a Local (South African Based) Integrated IT

Infrastructure Service Provider (The Service Provider), with a National Footprint, to appoint as

Strategic Partner for all ICT infrastructure service.

All IT Services in this document are currently provided as fully managed service form a single

Service Provider.

The Tenderer will have to provide ALL services required and may not submit a partial tender for

a portion or some of the services. The Tenderer will also take full responsibility for the delivery

of ALL service and function as the Principle Service Provider.

In any of the documents the reference to “The Service Provider in his own right” needs to be

interpreted as and shall mean that the Service Provider is the owner and provider of the FULL services and is not dependant on any 3rd party, Strategic Partnership or Joint Venture

Structure and:

1. “Owns” the equipment, technologies, people and processes to deliver all aspects of the service

2. Utilise and develop local South African resources (only) in the delivery of the service3. All decision-making, operational and management control is local to South Africa4. All facilities, processes and resources utilised are local to South Africa 5. Have full management and financial control over the entire entity that provides the

service6. Have full operational control and responsibility over the provided service7. Do not use any 3rd party subcontractor or service providers in the delivery of the service

(excluding Telco’s in the MPLS) 8. Do not use any Strategic Partnerships or Joint Ventures in the delivery of the service

The use of Strategic Partners, Joint Ventures, 3rd party Subcontracting and the concepts of

Service aggregation will be limited to certain (non-core) areas of service and limited to

approximately to approximately 8% of the total agreement value (excluding institution like

Telkom or other Telco’s).


Only local South African companies may be used as 3rd party service providers and the

company must have full local decision-making, utilise local skills, - facilities, - management and

- operational control. The Service Provider shall clearly indicate where such 3rd party entities

are used to deliver service.

2 HIGH-LEVEL SCOPE OF SERVICE

The Service Provider shall provide ALL of the following IT Services as part of a fully integrated

and fully managed service offering – either in its own right or by utilising 3rd party

Subcontractors (limited to the scope of non-core service):

In this requirement document services have been categorized into Core and Non-Core service.

As was indicated above the Service Provider have to provide all services but with the following

additional requirements for Core Service:

Core Service – Service have to be provided by the Principle in his own right, no subcontracting allowed (see definition of own right above)

Non-Core Service – Principle takes full responsibility for the delivery of the service. Service needs to be

fully integrated into the larger service offering and service delivery platform / role.

Selective 3rd party subcontracting will be allowed (3rd party needs to be approved /

agreed as part of the contract)

Service Desk Service = Single Integrated Service Desk – functioning as single point of contact for users and all IT service / Service Providers (Core)

Cross Functional IT processes – Incident; Event; Capacity; Change; Inventory; Configuration Management; First Call resolution; Password Reset; User Access Management; Problem Management; 3rd Party Management; Performance management (Core)

Two Data Centres (DCs at least Tier 3 certified) with integrated connectivity into the MPLS network as well as Internet; DCs interconnected with fiber / LAN based traffic (No Bandwidth Charges for any traffic flow between DCs) (Core)

Private Cloud or Utility Computing capability - available in both DCs (above) for Windows and Linux; at least one Cloud environment is SAP Certified, Both Cloud environment are VM Ware and Microsoft certified (Core)

ISP Service (Non-Core) Perimeter protection and perimeter security service (Core)


Wide Area Network Connectivity (MPLS VPN) (Non-Core) – Service Providers that can provide a Fully integrated MPLS solution in their Own Right will receive preferential score.

Utility based Mail Solution comprising of - Hosted Exchange, Mail Relaying (Non-Core) Mimecast Partner and Provide full Mimecast support as primary administrator (Core) Office 365 Support - Capable to support Office 365 E4 product range in full (Core) Distributed Computing Support (Non-Core) Server Support Service – Windows and Linux (Core) Database Support Service (SQL) (Core) SAP Basis and Security support – including providing own SAP monitoring solution (Non-

Core but Fully integrated solution will receive preferential score) SAP Functional support for FI / CO and MM modules (Non-Core but Fully integrated

solution will receive preferential score) Fully Managed Local Area Network Service (including Cabling and WiFi) (Non-Core) Patch Management for Servers and Desktops - Manage and maintain SCCM solution

(Core) End-Point Security / Anti-Virus management – McAfee Solution (Core) Backup Solution and Management – Symantec Backup Exec Solution (Core) Disaster Recovery capability and management (Core) Identity and Access Management (Core) License and software asset management – Microsoft Reseller (Non-Core but Principle

needs to be a Microsoft Gold partner) Enterprise Monitoring Solution – Out of Scope, 3rd Party Solution in place (Choice

Sourcing – Monitoring as a Service) that Service Provide have to use an integrate with Telephone Expense Management System - platform as a utility based on demand

service (Non-Core) Fax and SMS platform - platform as a utility based on demand service (Non-Core) PABX / Switchboard / VOIP as a service - platform as a utility based on demand service

(Non-Core) – Not currently deployed but a future state scenario that needs to be included as part of the proposal

End-user computing (Desktop Support) – Hardware, Software, Office 365, Backup and VIP Support (Non-Core)

Line Printer Support (Non-Core) Multi-Function Printers (MFPs) – Only first line support (Bytes provide Managed Print

Solution) (Non-Core) MITEL PABX and VOIP system support including 3rd party management (Telkom) (Non-

Core) 3rd Party Management – full 3rd Party management of all other service providers

delivering services in the ICT environment (Core) Engagement, Operations and Technology Management - “The single throat to choke”

(Core) Ad-hoc Architecture, Project Management, Consulting and Service Management service

and capability (Core)


3 OVERVIEW OF THE NBCRFLI IT ENVIRONMENT

The National Bargaining Council for the Road Freight and Logistics Industry is a typical

administrative type of company. The company’s IT environment can be described as follows:

Approximately 220 Desktops / Laptops and 250 Users performing typical administrative functions – Email, Office applications, Internet, Banking and accessing Business Application like SAP, SharePoint and Bespoke Developed applications

The NBC has 18 Office locations with the following user base and connectivity:

Office Location User

Count

Desktop

Count

Connectivity

Head Office and Gauteng Regional office in Braamfontein

140 132 Primary: 16 Mb fibre to POPSecondary: 16 Mb fibre to POP

Cape Town Regional office 20 18 Primary: 2 Mb fibre to POPSecondary: 1 Mb Diginet to POP

Durban Regional office 20 18 Primary: 2 Mb Diginet to POPSecondary: 2 Mb Microwave to POP

Pretoria Branch office 4 3 4 Mb Business ADSL to MPLS POP

Richards Bay Branch office 3 2 4 Mb Business ADSL to MPLS POP

Pietermaritzburg Branch office

3 2 4 Mb Business ADSL to MPLS POP

Newcastle Branch office 3 2 4 Mb Business ADSL to MPLS POP

East London Branch office 4 3 4 Mb Business ADSL to MPLS POP

Port Elizabeth Branch office 3 2 4 Mb Business ADSL to MPLS POP

Nelspruit Branch office 3 2 4 Mb Business ADSL to MPLS POP

Witbank Branch office 3 2 4 Mb Business ADSL to MPLS POP

Bloemfontein Branch office 3 2 4 Mb Business ADSL to MPLS POP

Kimberley Branch office 3 2 4 Mb Business ADSL to MPLS POP

Klerksdorp Branch office 3 2 4 Mb Business ADSL to MPLS POP

Rustenburg Branch office 3 2 4 Mb Business ADSL to MPLS POP

Polokwane Branch office 3 2 4 Mb Business ADSL to MPLS POP

Clainwilliam Branch office 1 1 4 Mb Business ADSL to MPLS POP

George Branch office 3 2 4 Mb Business ADSL to MPLS


POPCCMA Site N/A N/A 512k Diginet line from POP to

CCMA

All Desktops are Microsoft based and NBC have an E4 Microsoft Office 365 Enterprise subscription. Apart from the Office suite the users also use OneDrive, Skype and Yammer

A shared Hosted Exchange solution is provided by the Service Provider. Most of the users have 2 GB mailboxes. Executive and other Senior Management have 4 GB mailboxes. All have full Exchange functionality including mail, calendaring, contacts and tasks

NBC use Mimecast as a mail compliance and archiving solution. This is supplied and fully supported by the Service Provider

LAN and WiFi equipment NBC use HP Switches and Cisco WiFi equipment 21 HP Switches - 16 in Braamfontein; 2 in Durban and 3 in Cape Town 22 Cisco Wireless APs - 15 in Braamfontein; 3 in Durban and 4 in Cape Town 2 Cisco Wireless controllers that control all the Cisco APs in Braamfontein, Durban and Cape

Town

NBC has approximately 44 servers Most of the servers (31) are centrally hosted in the Service Provider’s two Data Centres

(DCs) 27 are VM Ware servers hosted on the service providers private cloud platform (Computing

and Storage as a Service) 4 Physical servers are hosted in one of the DCs 9 Physical servers are hosted in an Envirorack in Braamfontein 2 Physical servers are located in Cape Town and Durban - one on each site respectively 5 of the servers are Linux and the other 39 Windows based

Enterprise Systems monitoring. NBC use a 3rd party monitoring platform, provided as a fully managed service by Choice Sourcing. This solution monitors all servers, network equipment and other components and log calls into the Service Providers Service Desk. The solution also provides capacity reporting and trend analysis. This solution will remain and the Service Provider will have to integrate and utilise the information from the Sourcing Monitoring Platform for Enterprise Systems monitoring purposes.

WAN Equipment, last mile connectivity and MPLS NBC utilise the Service Providers MPLS network The Service Provider owns all WAN equipment (routers) The Service Provider supplies and is responsible for all WAN connectivity including the last

mile connectivity The Head Office (Braamfontein), Durban and Cape Town have redundant last mile

connectivity fully supplied and managed by the Service Provider The branch offices connect to the MPLS with Business ADSL fully supplied and managed by

the Service Provider


Perimeter Security, Firewalls, intrusion detection, web content filtering, VPN connectivity, internet connectivity are all supplied as a service by the service provider. NBC owns no physical equipment, software or licenses

A Service desk is provided by the Service Provider as central point of contact for all users and IT related issues. The Service Provider is also responsible to provide all cross functional IT service like incident, problem, change, configuration, capacity, performance and any other cross functional service required across the entire IT environment.

The IT Infrastructure Service provider is responsible for 3rd party management and service aggregation of all 3rd party ICT service providers active in the environment.

From a voice perspective NBC has three MITEL PABX controllers in Braamfontein, Durban and Cape Town respectively as well as a MITEL call centre server in the DC. A VOIP solutions are deployed on the respective LANs and the three controller are linked over the MPLS network to perform VIOP inter branch calls. The MITEL controllers have local Telkom connectivity (PRI’s) for external calls. The service provider is responsible for 3rd party management of the Telkom connectivity.

NBC also utilise the Service Providers enterprise fax and Text messaging platform as a service.

SAP Basis, security and functional support are provided by the Service Provider – NBC has 60 SAP users and use FI, CO and MM modules. The Service Provider also provides a SAP Basis monitoring tool as part of the service

Engagement, Operations and Technology Management - “The single throat to choke”

NBC has a very small “Demand side” team of internal IT resources consisting of a CIO and IT Manager. NBC’s primary responsibility is to manage the Demand for IT service and includes: IT Governance, Setting Strategic direction, owning the conceptual architecture and technology direction, Service Provider Management, Monitoring compliance, IT Security Management (setting strategy and high-level policies – service provider is responsible for detail and all technology aspects) and Business / IT Alignment.

The Service Provider therefore takes full responsibility for all aspects of the ICT environment from a Supply perspective – thus from an Operational (Run / Operate) as well as from a Technology Management Perspective. This includes the identification, development and maintenance of all Architecture artefacts / documents, Technology Roadmaps, ICT Standards, SOPs and best practices and drive the implementation of continues improvement and service improvement initiatives. It also includes all aspects of security, vulnerability and continuity management.

“The single throat to choke” concept - The Service Provider’s engagement team take full responsibility for the NBC’s ICT environment from a core infrastructure Service Supply perspective including 3rd party infrastructure or application service providers active in the environment


The service provider currently provides one dedicated full time onsite Engagement or Operations manager (1 FTE) as part of the Engagement or service delivery team as well as one full time dedicated onsite Senior Desktop Support Technician (1 FTE). These resources are responsible for all aspects of service delivery management; service escalation; 3rd party management; arranging and running operational architecture meetings; operations and service delivery meetings; monthly service management meeting; driving problem management; ensuring that standards, processes and operating procedures are set, maintained and implemented; ensure that all architecture and other documentations are maintained etc.

The Infrastructure Service Provider also provide a fully managed service and is fully responsible for the following: Server Support Service – Windows and Linux Database Support Service (SQL) Patch Management for Servers and Desktops - Manage and maintain SCCM solution End-Point Security / Anti-Virus management Backup Management Disaster Recovery capability and management Identity and Access Management Licence and software asset management – Microsoft Reseller Line Printer Support All aspects of break-fix and hardware support for desktops, line printer, LAN equipment

including cabling

It is the Strategic intent of NBC to move to a fully managed utility based IT service model. The only equipment and licenses that NBC will procure / own in future will be End User devices, LAN equipment, Client Access Licenses (CALs) and Business Application Software.

4 REQUIRED SOLUTION

The Service Provider needs to provide the following IT Services as part of a fully managed and

integrated service offering.

The service provider shall provide ALL service listed and may not elect to provide only a limited

subset of the service.

All the core IT infrastructure service needs to be provided by the Service Provider in his own right and my not be subcontracted to 3rd parties or utilise strategic partnerships, joint

venture or any other structure to deliver the service.

The Service Provider in his own right needs to be interpreted as and shall mean that the

Service Provider is the owner and provider of the FULL services and is not dependant on any

3rd party. The Service is also fully locally (South African) provided, managed and control and

the Service Provider:


1. “Owns” the equipment, technologies, people and processes to deliver all aspects of the service

2. Utilise and develop local, South African, resources (only) in the delivery of the service3. All decision-making, operational and management control is local to South Africa4. All facilities, processes and resources utilised are local to South Africa 5. Have full management and financial control over the entire entity that provides the service6. Have full operational control and responsibility over the provided service7. Do not use any 3rd party subcontractor or service providers in the delivery of the service

(excluding Telco’s in the MPLS) 8. Do not use any Strategic Partnerships or Joint Ventures in the delivery of the service

For the non-core service, the Service Provider may use 3rd party subcontractors, utilise

strategic partnerships, joint venture or any other structure to deliver the service. The service

provider still need to provide the service as a fully integrated, fully managed service and

remains fully accountable for the delivery and any penalties that poor service delivery may

attract.

The use of Strategic Partners, Joint Ventures, 3rd party Subcontracting and the concepts of

Service aggregation needs to be limited and fully declared, in detail, as part of the response to

RFP (excluding institution like Telkom and other Telco’s). Only local South African companies

may be used as 3rd party service providers and the company must have full local decision-

making, utilise local skills, - facilities, - management and - operational control. The Service

Provider shall clearly indicate where such 3rd party entities are used to deliver service.

The Core and non-Core IT service classification will be designated in the list of services below

with a (Core) or (non-Core) label behind each service. For explanation of the concept of Core

and Non-Core Service please see point 2. High-Level Scope of Service above

4.1 Service Desk Service and Cross Functional IT processes – All integrated with the rest of the service below - (Core)

Single Integrated Service Desk – functioning as single point of contact for users, IT service providers and all IT service and Processes

Integrate into and drive each and every service below (5.2 to 5.27) Drive Service Management processes and reporting Base on and implement ITIL and other industry best practices Will fully integrated with Choice Sourcing Enterprise Monitoring platform (5.20) - consume all

services, reports and drive resolution of corrective action with respective back-office resolver groups

The Service Desk Implement and drive the following IT cross-functional processes: minimum requirement:


Process maturity of at least ITIL level 3 for all processes Maturity verified by a formal assessment performed by the internal quality control / audit

function Submission of an external assessment will attract bonus points

Processes: Incident Management Event Management Capacity Management Change Management First Call resolution Request Management Problem Management Configuration Management 3rd Party Management Password Reset Management User Access Management Inventory management Performance management Governance

4.2 Data Centre & core infrastructure service = Two Data Centres (DCs) BOTH needs to provide: (Core)

Integrated connectivity into the MPLS network Connected to the Internet with each its own firewall Both have separate VPN access and connected to the 3G APN Two DCs connected by Fibre – no additional cost for traffic between the DCs (LAN based

traffic) Quarter rack hosting space in each DC for physical servers / devices Hardware and Break-Fix support of physical Servers Disaster Recovery service Certified as tier 3 or higher by an international accredited organisation like the uptime

institute In the boarders of South Africa Service Provider owns and supplies all equipment as part of the service – excluding NBC’s

physical servers Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as

the Choice Sourcing Monitoring service in 4.20

4.3 Cloud / Virtualised utility computing, storage and backup services - available in both Data Centres in 4.2 above - (Core)

Private Cloud or Utility Computing capability - Shared Virtual Server platform (VM Ware based) with on demand Computing (CaaS), Storage (SaaS) and Backup (BaaS) as a service

Priced as a fully flexible and scalable utility service based on demand Hosted in the Data Centres in 4.2 above Cloud infrastructure available in both Data Centres in 4.2 – one serves as a Disaster

Recovery site for the other with all the service duplicated and independently available in the case of a disaster

Cloud Service (spread over two Data Centres) have fully redundancy connectivity to the MPLS and Internet each with its own Firewalls and security service

CaaS – Windows and Linux capable One DC’s virtual environment needs to be SAP certified (the production DC) Both Virtual environments need to be VM Ware and Microsoft certified OS licensing included as part of the Virtual Machine (VM)


Full Disaster Recovery service – fail over / restore production in the alternative DC in case of a Disaster and ensure full connectivity to internal users and internet.

Service Provider owns and supplies all equipment, licenses etc. as part of the service Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.4 ISP Service (including redundant internet connectivity to the two Data Centres) - (non-Core)

4.5 Perimeter protection and perimeter security service - (Core) Firewalls and intrusion protection in both DCs – in 4.1 & 4.2 above Review and analyse security logs, rule changes etc. on a monthly basis and report findings

of security breaches with recommended corrective action VPN & 3G APN connectivity to both DCs Web content filtering Quarterly review of firewall rules and provide and provide best practice recommendation Quarterly review and optimise Web content filtering rules and provide best practice

recommendation Provide a monthly internet usage report that can assist to identifies abuse Service Provider owns and supplies all equipment as part of the service Annual penetration test by an external independent party Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.6 Wide Area Network Connectivity (MPLS VPN) - (non-Core) Provide MPLS VPN Network with DR capability and built-in redundancy Redundant connectivity to Head Office (Johannesburg) and Regional Offices (Cape Town

and Durban) Integrated connectivity with two Data Centres Traffic optimisation across the WAN Branches connected with Business ADSL or better equivalent Service Provider owns and supplies all equipment as part of the service Responsible for any and all connectivity including Telkom and other 3rd parties Service Provider “owns” all connectivity including Telkom or any other Telco costs and

relationships – part of the service billing National Footprint Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.7 Mail Solution comprising of - Hosted Exchange, Mail Relaying and Mimecast - (non-Core)

Utility based mail solution with full exchange functionality Seamless Directory Sync to hosted Exchange and Mimecast Integrated into MPLS and form an integral part of the “Corporate network” Backup, restore (of single mailboxes) and Disaster Recovery capability included Solution hosted in the boarder of South Africa Provide a mail relaying solution for applications that cannot authenticate with Exchange Mimecast Partner and Provide full Mimecast support as primary administrator (Core) Capable to support Office 365 solution – if required (Core) Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.8 Office 365 Support - (Core)


Capable to support Office 365 E4 product range in full Directory Sync One Drive for Business Skype for Business Yammer SharePoint MS Office suite AD Rights Management License Management Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.9 Distributed Computing Support - (non-Core) Support of limited server hosted outside of the two DCs Enviro Rack with max 10 Servers in Johannesburg Server cabinet with one server in Cape Town and Durban respectively Hardware and Break-Fix support of Servers, Enviro Rack and UPSs National Footprint Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.10 Server Support Service – Windows and Linux - (Core) Operating System support, managing Vitrual Images and configuration management Patch management Anti-Virus management Security and access management – define and maintain OS security baselines Server health, optimisation, capacity -, availability - and performance management Directory service (DHCP, DNS, Group Policies, Security Groups, AD replication, messaging) Backups, restores and Disaster Recovery National Footprint Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.11 Database Support Service (SQL) - (Core) Installation, configuration and maintenance Define and maintain Security baselines and standards. Access management Capacity management, database optimisation, health and degradation Backup, restore and Disaster Recovery Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.12 Application Support Service SAP Basis and Security support (non-Core) Provide a monitoring tool / platform to monitoring SAP Health (non-Core) SAP Functional support for FI / CO and MM modules (non-Core) Support Thin Client (Remote Desktop) Solution that delivers SAP and SharePoint to mobile

devices (Core) File and Print (Core) Infrastructure Applications and Components – Active Directory, IIS, .Net, file replication etc.

(Core) Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.13 Local Area Network Service (including Cabling and WiFi) - (non-Core) Hardware support, and break-fix of network equipment, network points and cabling


Installation of new network points or move of existing network point Manage and support all network equipment including WiFi – Installation, Configuration,

Firmware upgrades, OEM relationship, monitoring, VLANs Optimisation, capacity -, availability -, security management Backup and restore configuration IP address management, standards and design Document and maintain LAN standards, layout, configuration and design documentation National Footprint to support LAN Hardware and Cabling Manage Original Equipment Manufacturer (OEM) relationships and services and have HP

and Cisco skills Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.14 Patch Management - (Core) Manage and maintain SCCM solution Deploy and manage OS and MS Office patches Maintain patch compliance on Servers and Desktops as agreed Report monthly on compliance and corrective actions – drive continuous improvement

actions Provide / maintain accurate hardware and software inventory information Define and maintain policies and standards as per best practice Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.15 End-Point Security / Anti-Virus management - (Core) Manage, maintain and optimise End-Point Security solution Manage deployment and compliance of Anti-Virus pattern-files and exclusions Maintain End-Point security compliance on Servers and Desktops as agreed Report monthly on compliance and corrective actions – drive continuous improvement

actions Define and maintain policies and standards as per best practice Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.16 Backup Management - (Core) Develop and maintain policies, selection lists, backup schedules and retention rules Manage compliance to backup schedules Report monthly on compliance and corrective actions – drive continuous improvement

actions Manage storage capacity requirements and optimise backup solution Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.17 Disaster Recovery - (Core) Develop and maintain a comprehensive technical Disaster Recovery Plans Develop and maintain a technical and functional test plan with NBC IT and Business users Perform DR Testing twice a year – service provider project manages and drive the DR

process Provide a DR Test report after each test that includes technical and functional system as per

DR test plan Manage corrective actions from DR Test and report monthly on progress – drive

implementation

4.18 Identity and Access Management - (Core)


User Access - Maintain and manage user access rights for all systems – including 3rd party applications

Ensure compliance to security policies – provide on a monthly basis an age analysis of user account usage of all systems - identify stale accounts for removal

Service Provider Access - Define and maintain 3rd party and own support resources / groups access rights to the server environment and maintain this as part of a server governance document – agreed and signed off by all service providers

Define, implement and maintains processes to manage user access request Report quarterly on Service Provider (3rd party and own) access rights to the environment Provide, on a quarterly basis, user access list (per system / department / function) to the

business for verification of access rights Review server logs for security breaches or attempts to gain unauthorised access Perform password resets and user account administration Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.19 Licence and software asset management - (non-Core) Perform Software Asset Management assessment annual Provide an accurate software inventory on a quarterly basis Ensure licensing compliance Report quarterly compliance against available license agreements and define the reason for

the gap Advise on appropriate software licensing model / product Ensure that licensing impact is taken into account in the technology roadmap / future

architecture Identify systems / users with deployed software that is end of support and propose corrective

action

4.20 Enterprise Monitoring Solution – (Core) Monitoring Solution Out of Scope, 3rd Party Solution (Choice Sourcing Monitoring as a Service) in place that Service Provide have to use and integrate with

Service Provider recommend and agree thresholds Utilise information from Sourcing monitoring platform - mandatory Service provider will have to integrate Sourcing alerts into service desk Service provider may implement specific monitoring tools for more detailed information or

analysis The information in the Sourcing monitoring solution will be viewed as the official automated

enterprise monitoring platform

4.21 Platform as a utility based on demand service - (non-Core) Telephone Expense Management System - NBC have three MITEL PABXs. The service

provider needs to provide a telephone expense management solution that can integrate with the MITEL PABXs and provide monthly itemised billing per user, management information to department manager and cost allocation information to finance

Fax and SMS platform as a service – NBC have a system that sends automated faxes and text messages. The Faxes are legal documents and delivery is time/ date sensitive. An Enterprise level Fax and SMS solution as a utility service is required

PABX / Switchboard / VOIP as a service – NBC currently have three physical MITEL PABXs that is near to end of life. The three physical MITEL PABXs as well as switchboard / PABX functionality required on other sites, needs to be replaced by a utility based PABX / Switchboard as a service integrated and functioning as a VIOP solution on top of the provided MPLS / WAN and LAN infrastructure.

4.22 End-user computing (Desktop Support) - (non-Core) Hardware Repairs / Break-fix Process for In and Out of warrantee desktop equipment


Provide and manage swap-out desktop equipment in the event that a user’s desktop needs to be removed for repairs

Define, document and maintain desktop images configuration Build and maintain SCCM standard images based on the configuration document Utilise SCCM to build all new and rebuild existing desktops Configure, loading and repair software and user profiles Deletion and decommissioning of redundant equipment Setup and support Office 365 components (OneDrive, Yammer, Skype and MS Office) Setup and support Multi-Functional printing/scanning and setup of line printers Setup LAN, WiFI, 3G and VPN - network access & connectivity Define, ensure and drive desktop standardisation Desk Side Support

- Assist users with software, application or configuration issues- Assist users with backups or creation of PST / mail archive files- Assist users with mail problems

Remote Support- First line identification and classification of problems- Ensure that hardware and connectivity problems are identified and assigned to the correct

resolver group for break-fix- Remote application support- Assist users with software, application or configuration issues- Assist users with mail problems

First Call resolution Password resets VIP Support Mobile Device Support for Executive users Desktop Backup solution – Provide a fully managed utility based / on demand desktop

backup and restore service for a maximum of 20 executive users Maintain Desktop CMDB – hardware and software inventory National Footprint Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


Not dictating the solution to provide above Desktop support service across the NBC footprint.

The following additional resource requirement needs to be factored into the proposed solution.

NBC requires that the service provider place one Senior Desktop Technician, full time onsite in

Braamfontein (1 FTE). The Senior Desktop Technician, apart from his normal duties as defined

by the Service Providers Desktop support model and Service Definitions, shall also:

- Provide VIP support to executive users based onsite in Braamfontein- Provide VIP support offsite at formal NBC Council negotiation and strategic sessions- Set standards and develop SOPs (Standard Operating Procedures)- Quality Assurance and Standardisation of Desktop Enviornment- Drive Continuous Improvement initiatives and technology adoption on the Desktop

4.23 Line Printer Support - (non-Core) Small Line Printers in Branch Offices (Epson FX 2190 with a print server) – Configuration,

setup, hardware support (break-fix) and manage swap-out units of printers and print servers. Medium Line Printers in Regional Offices (Epson DFX 9000)

- Configuration, setup and hardware support (break-fix)- Perform printer preventative maintenance twice a year – clean out printer etc.


Large Line Printers in Regional Offices (Tally Genicom 6000 series) - Configuration, setup and hardware support (break-fix)- Perform printer preventative maintenance twice a year – clean out printer etc.

National Footprint Maintain Line Printer CMDB – hardware and configuration information Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.24 Multi-Function Printers (MFPs) - (non-Core)

All MFP printers are on rental with Xerox and have maintenance agreements with Bytes

Technology. Bytes also provide a Managed Print Solution (MPS) and provide toners to the

respective offices based on the MPS solution.

The service provider shall perform first line fault identification through remote support function, onsite resources (at Braamfontein) or regional support structure.

User assistance with Multi-Functional printers First line maintenance and support of print servers (3 print servers – JHB, CPT & DBN) Manage the installation of toners in Braamfontein (users perform this function in other

offices) Logging of calls with Bytes for printer problems 3rd Party Management of all calls logged with Bytes Monitoring of the health of the MFPs across the environment - utilising Sourcing and MPS

tools Setting-up / maintenance of address list for scan-to-email or folder locations Maintain Printer CMDB – hardware and configuration information Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.25 MITEL PABX and VOIP system support - (non-Core)

NBC have three MITEL Switchboards / PABX controllers with VOIP handsets in the three

regional offices (Braamfontein, Cape Town and Durban) connected to Telkom PRI’s in the three

locations. VOIP calling is setup between the three locations utilising the Data Network (MPLS)

for connectivity. NBC also have a MITEL Call Centre Server providing Call Centre functionality

for the Gauteng regional office – business call centre in Braamfontein. The server is a cloud

based VM situated in the Data Centre.

Configuration and management of the three MITEL Controllers and MITEL Call Centre Incident and Problem Management Manage the Telkom PRIs in Braamfontein, Durban and Cape Town Create and Delete extensions Create and Delete user PIN codes Setup routing and hunting groups Setup messages and auto attendance Setup reporting for the Call Centre Setup call centre display information on the Braamfontein call centre monitor Ensure that the correct information is passed on to the Telephone Expense Management

system Backup of the MITEL Controllers


Manage and deploy firmware / software upgrades for the MITEL Controllers and Call Centre software

Maintenance and general health of the MITEL Controllers and Call Centre server application Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.26 3rd Party Management – provide full 3rd Party management of all other service providers delivering services in the ICT environment - (Core)

Call logging, tracking and escalation Call management Incident, request, problem and change management Monitoring and reporting on 3rd party SLAs Management during DR and DR testing Ensure integration of 3rd party’s service and technology solutions into the bigger ICT

environment Service fully integrated into the Service Desk and Cross Functional Services in 4.1 as well as


4.27 Engagement, Operations and Technology Management - (Core)

The requirement is that the Service Provider takes full responsibility of all aspects of the ICT

environment from Supply perspective – thus from an Operational (Run / Operate) as well as from a

Technology Management Perspective. This includes the identification, development and

maintenance of all Architecture artefacts / documents, Technology Roadmaps, ICT Standards,

SOPs and best practices and drive the implementation of continues improvement and service

improvement initiatives. It also includes all aspects of security, vulnerability and continuity

management.

NBC’s primary responsibility will be: IT Governance, Setting Strategic direction, owning the

conceptual architecture and technology direction, Service Provider Management, Monitoring

compliance, IT Security Management (setting strategy and high-level policies – service provider is

responsible for detail and all technology aspects) and Business / IT Alignment.

“The single throat to choke” - The Service Provider’s engagement team will take full responsibility

for the NBC’s ICT environment from a core infrastructure Service Supply perspective including 3rd

party infrastructure or application service providers active in the environment

The service provider shall place at least one dedicated full time onsite Engagement or Operations

manager (1 FTE) as part of the Engagement or service delivery team. The resource will be

responsible for all aspects of service delivery management; service escalation; 3rd party

management; arranging and running operational architecture meetings; operations and service

delivery meetings; monthly service management meeting; driving problem management; ensuring


that standards, processes and operating procedures are set, maintained and implemented; ensure

that all architecture and other documentations are maintained etc.

4.28 Ad-hoc Architecture, Project Management and Consulting Service - (Core)

The Service Provider also needs to be able to provide the following service on an ad-hoc basis as

and when required. Hourly rate cards need to be agreed as part of the proposed solution. There

will be no minimum committed hours or any right of first refusal for the Service Provider.

Statements of Work will be agreed based on requirements as well as the experience, skills and

availability of resources.

Technical Skills Required for projects execution on a Time & Material basis Enterprise Architecture Solutions Architecture Technical Architecture Project Management Service Management Service Governance and Security Consulting

5 DETAIL IT LANDSCAPE

IT Landscape

6 DURATION OF CONTRACTThe duration of the contract is for 3 years.


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