SASSA: 05/17/ICT BID – PROVISION OF ICT

SUPPORT, MAINTENANCE AND SERVICE

DESK SERVICES BRIEFING SESSION

30TH AUGUST 2017

CONTENTS

- Overview

- Objective of the Bid

- ICT Structure

- Technology Landscape

- Scope of the Bid

- Support Services

- Maintenance Services

- Service Desk

- Resource Requirements

- Solution Pricing

- Responding to the Bid

- Projects on the pipeline

- Questions

2

OVERVIEW

- South African Social Security Agency (SASSA) was established in

terms of the South African Social Security Agency Act, 2004 (Act

No. 9 of 2004) to administer social assistance in terms of Chapter 3

of the Social Assistance Act, 2004 (Act No. 13 of 2004).

- SASSA is mandated to ensure effective and efficient delivery of

service of high quality with regard to the management and

administration of social grants such that the entire payment process

and system from application to receipt of social grants by a

beneficiary, is done in a manner that is sensitive, caring and

restores the dignity of the beneficiaries as well the integrity of the

whole system.

3

OVERVIEW

- The Agency is currently structured as follows:

- Head Office (Pretoria);

- Regional Offices (in each Province);

- District Offices (in each Region);

- Local Offices (Under All District Offices in the Regions) ; and

- Service and Pay Points (Under All Local Offices in the Regions)

4

OVERVIEW COT. -

SASSA OFFICES

5

Location Regional

Offices

Records

Management

Centres

(RMS’s)

District

Offices

Local Offices Total

Head Office, Pretoria 1 0 0 0 1

Eastern Cape 1 0 8 62 71

Free State 1 1 5 19 26

Gauteng 1 1 5 45 52

KwaZulu-Natal 1 1 5 74 81

Limpopo 1 1 5 45 52

Mpumalanga 1 1 4 42 48

North West 1 1 4 36 42

Northern Cape 1 1 5 50 57

Western Cape 1 1 5 16 23

Sub-total 10 8 46 389 453

OBJECTIVE

- The objective of this bid is to acquire the following services for a period

of three year (36 months)

- ICT Support,

- Maintenance,

- Service Desk Services and

- Adhoc Services

- To invite proposals from prospective bidders with the required

expertise to provide the above mentioned services.

6

ICT STRUCTURE

- SASSA ICT is structured as follows:

– ICT Operations • End user support and maintenance

• LAN/WAN support and maintenance

• Server support and maintenance

• Information Security support and maintenance

– Information Management • Reporting

– Enterprise Architecture: • architecture

– Business Support Centre: • Application support

7

TECHNOLOGY

LANDSCAPE: WAN

8

• MPLS VPN

• WAN Connectivity (453

lines) – 391 x Diginet lines

– 34 x VSAT

– 2 x Microwave

– 26 x 3G (Vodacom APN)

• WAN Bandwidth – 256 Kbps to 8Mbps (catering

from 10 to 500 users in a fixed

office, mobile teams is up to 4

users per team)

– HP Routers

• Project underway – Upgrade sites to 2Mbps, 4Mbps,

10Mbps and 20Mbps respectively

– Project for 2 years (2017/18)

TECHNOLOGY LANDSCAPE:

LAN and Telephony

9

• Ethernet – Cat 5e/6

– HP clustered switches

– VLAN (Voice and Data)

– HP Wireless AP (limited to laptops)

• End points – Desktop/laptops (Dell, Lenovo, HP,

Mercer, Proline etc.)

– Desktop printers (HP, Brother)

– MFP with fax gateways (Konica Minolta, Xerox)

• Telephony (VoIP enabled) – HP VCX

• IBM x series 306

– HP v7112 gateway (PRI)

– Quintum gateway (BRI)

– Mitel PBX

– BRI modules (HP router)

– Rampage TMS (spend manager)

– 3com Handsets

– Genesys Call Centre

• Project underway – Telephony Infrastructure overhaul

– UC implementation ( 2018/19)

Region/Site

VCX

servers

Mitel

PBX

Physical

PRI

Gateway

Physical

BRI

Gateway

BRI /

PRI

Module

Limpopo 9 6 0 0

Mpumalanga 7 5 0 0

North West 10 1 5 2 0

Gauteng 33 1 0 39

Northern Cape 6 3 0 1

Eastern Cape 25 6 22 7

Western Cape 13 5 4 5 3

Freestate 10 5 3 2 3

KZN 22 8 6 11 7

Head Office 2 3 0 0

TECHNOLOGY LANDSCAPE:

Data Centres / Hosting Centres

10

• Server Hardware – HP core switches

– Kemp Load Balancers (Exchange,

Lync, and Sharepoint)

– HP Cluster • Gen8 and Gen9 blades

– APS CS300 appliance

– 3 PAR SAN

– Oracle PCA • Oracle X6-2L Servers

• X5-2

• X6-2

– Sun ZFS

– StorageTek SL150 tape library • Robotics with 8 slots

• LTO7 tapes

– IBM 3850 x5 /Dell R720 servers

– EVA 4400 SAN

• Security Hardware – Trend Microsystems IPS

– Microsoft TMG (Active sync/OWA)

HP Cluster and 3PAR: In Primary and Secondary

APS appliance for BI: In Primary and Secondary

ORACLE PCA: In Primary and Secondary

IBM and EVA (Legacy Apps) in Primary only

TECHNOLOGY LANDSCAPE:

Server count

11

• Total number of servers to be supported and maintained – 700

• Server OS and split – Microsoft Server 2016, 2012 R2, 2008, 2003

– OracleLinux ver 7.3

– SUSE Linux 11.2 (Internet and Intranet)

– Solaris 11 (ZFS storage)

• Virtualization and split – 38 HyperV hosts

– 4 OVM hosts

– 7 VMware hosts

0

100

200

300

400

500

600

700

TOTALSERVERS

Widows2016

Windows2012 R2

Windows2008 R2

Windows2003 SP2

OracleLinux 7.3

SUSELinux11.2

Solaris 11

700

4

657

14 4 16 3 2

Total Servers and OS split

TECHNOLOGY LANDSCAPE:

Back end Services

12

Service Management (Support and maintenance)

Technology PHC Servers SHC Servers HA Site Servers with local services

Comments

Directory

MS AD Server 2012 3 3 Yes 86

DHCP 2 2 Yes 86 DHCP services for any other site to be run from the core

Messaging and collaboration

MS Exchange 2013 Enterprise

6 (3 CAS, 3 MBX) 6 (3 CAS, 3 MBX) Yes -

MS Lync 2013 Enterprise(IM and presence)

6 (3 Edge, 3 Front end)

6 (3 Edge, 3 Front end)

Yes -

Voice and Data Upgrade Lync to

Skype Upgrade Lync to

Skype - -

Gateways to be confirmed

File share MS 2012 DFS 2 2 Yes 86

Collaboration and Web services

MS Sharepoint 2013 7 4 Yes -

Database

MS SQL 2014 farm (43 DB Instances)

3 3 Yes -

Oracle 12G (Livelink 4 instances)

2 - - -

Backup Oracle Secure Backup 12.1 2 2 Tape library in both hosting centres

Call centre Genesyis 8.1 2

End point protection Symantec 12.1 RU 6

• SOCPEN (Client access : Winet 6.50)

• BAS (Client Server : Microsoft Host Integration Server 2000)

• Persal (Client access : Winet 6.50)

• T-relational

• MIS

• Livelink

• Kofax

• Oracle ERP

• MS Business Intelligence

• BarnOwl

• ARIS

• TeamMate

• CaseWare

• Adobe Creative Cloud

• MS Enterprise Project Governance Tool

• Genesys Call center

• Customer Care

• Fraud Case Management

• Legal Case Management

• Queue Management

• Regulation 26A

TECHNOLOGY LANDSCAPE:

Business Applications

13

In-house Applications

Layer 7 (Application only) supported by 3rd party

TECHNOLOGY LANDSCAPE: ICT

Tools

14

• SCCM 2012

• SCOM 2012

• Eye of the Storm 16.0

• HP IMC TACACS

• HP IRS

• Rampage TMS 7.0

• Oracle Enterprise Manager 13

SCOPE OF THE BID

- Management of the service is key:

- End to end configuration management is key to the success of these services

- Support Services:

- SASSA ICT objective is to reduce the disruption of services

- National footprint to be emphasized (rural roads)

- Support at the pay points (noting that this user is attending to more than

one pay point a day) i.e. mobile users

- Emphasis on loan equipment at the time a call is attended to

- Service Desk

- The bidder to ensure that calls are logged and managed in one single

point, i.e, bidder to propose one system

- Password reset to be done at the service desk

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SCOPE OF THE BID

Cont.

- Maintenance Services

- Correction on page 20 , 7.12 refers to 7.11 above

- To reduce the number of calls, the bidder is required to conduct

preventative maintenance on all technology platform on a monthly basis

and this to be performed by a separate team

- Adhoc Services

- Imbizos held from time to time

- Exco meetings in the outside venue

- In as far as IMACD is concerned Adhoc Services only applies to a project

where more than 50 computers are to be setup, deployed and

decommissioned within a stipulated timeline as guided by the project plan

- Break fix to be done through OEM approved service providers

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SCOPE OF THE BID - SLA

- In support of the SASSA mandate, ICT must ensure that it:

- Enables business to the reduce turnaround times in social grant application and

review processes

- Improve productivity of staff

- Reduce disruption to business systems/services

- With the above information, the service levels below will not be

negotiated down:

- 1 Hour at Head Office;

- 1 Hour at Regional Offices;

- 2 Hours at District Offices; and

- 2 Hours at Local and Service Points

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RESORCE

REQUIREMENTS

- Resource requirements

- SASSA dedicated resources (no sharing with the bidder’s other clients)

- Proven track record of the responsibilities they will undertake

- Database administration services (Full time MSSQL database administrator)

- Intranet and internet support (Full time IIS administrator / web administrator

with SharePoint)

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SOLUTION

PRICING

- Annexure D (Pricing to be submitted in a separate closed envelope

(Two Envelope System)

- Bidders to provide detailed information of the pricing, i.e. What makes

up the amount of each service,

- NB! The contract must give flexibility to shrink and grow

- Pricing must be summarised as per the table below:

19

Service Amount

Amount Inc. VAT

Service Desk 100 114

Support 100 114

Maintenance 100 114

300 342

Adhoc Services (15% of the total amount of the services above) 45 51.30

Total Bid Price VAT inclusive 393.30

RESPONDING TO

THE BID

When responding to each of the elements the following is key :

- Bidder must clearly indicate :

- The resources and skills required to render and manage a particular service

- How the service will be rendered e.g. the development of SOPs and reports etc.

- Account that the service was rendered (governance, risks, compliance requirements

GRC)

- Indicate phasing in and phasing out requirements of each service with the current

service provider (noting that there will be a 3 month hand over period)

- Bidder must clearly demonstrate a separation of the responsibly

between operations and governance. (e.g. operational management

will responsible for backups, but the GRC management will provide the

oversight to ensure that there are processes (SOPs), and evidence

(POEs) exist to enable the backups, and further report that the

backups was successful and further report on any variance.

- Most importantly the configuration management capability is aligned

and integrated to the operations and the CMDB is maintained

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RESPONDING TO

THE BID CONT.

- The bidder is required to respond using the prescribed annexures

- Following Annexures to be Provided in Electronic Format:

- Annexure A – Mandatory Elements

- Annexure B – Response Annexure

- Annexure C – Track Record

- Annexure D – Solution Pricing

- Mandatory elements are marked with 3 asterisks (***), and these are

compulsory for the bidder to comply with

- Failure to comply to ANY of these elements will result in the bid

response being disqualified

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RESPONDING TO

THE BID CONT.

- Any additional information that we might have omitted or is necessary

for this bid must be referenced clearly for the ease of evaluation

- Provide three copies of your proposal, i.e.

- 2 Hard Copies and

- 1 Soft Copy (DVD / CD / Memory Stick)

- Remember, pricing must be separated even on the soft copy

22

PROJECTS IN

THE PIPELINE

- Some of the critical projects currently underway that will be supported

by this bid are:

- Identity and Access Management (IAM) Solution using Multi-factor Authentication

(Biometric, Smart Card)

- Online E-mail Archiving

- E-mail filtering

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QUESTIONS