subject: k2 blackpearl support services document - k2 blackpearl … · subject: k2 blackpearl...

Enquiry No. 1000006 (AS) of 40

04 September 2017 Dear Tenderer ENQUIRY NO. 1000006 (AS)

SUBJECT: K2 BLACKPEARL SUPPORT SERVICES 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: Asanda Sidali Tel: 011 703 1060 or email: [email protected] Compulsory Briefing

Tenderers are requested to attend a compulsory briefing session on Thursday the 07th of September

2017 at 10:00.

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 22 September 2017. Yours faithfully A Sidali Procurement Officer


NATIONAL BARGAINING COUNCIL FOR THE ROAD FREIGHT AND LOGISTICS INDUSTRY

ENQUIRY NO. 1000006 (AS)

K2 BLACKPEARL SUPPORT SERVICES

INDEX SECTION DESCRIPTION SECTION A : INSTRUCTIONS TO TENDERERS SECTION B : FORM OF TENDER SECTION C : CONDITIONS OF AGREEMENT SECTION D: SPECIFICATIONS


SECTION A


INSTRUCTIONS TO TENDERER


NATIONAL BARGAINING COUNCIL FOR THE ROAD FREIGHT AND LOGISTICS INDUSTRY


K2 BLACKPEARL LSUPPORT SERVICES

INSTRUCTIONS TO TENDERERS

TENDERS THAT CONSIST OF ONE ORIGINAL AND TWO (2) 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.

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 only made available to tenders who form part of the compulsory briefing All queries shall be submitted by not later than 22 September 2017.

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 HIMSELF 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

mailto:[email protected]


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.

6. EXTENSIONS TO TENDER CLOSING DATE

Under no circumstances will requests for extensions to the tender closing date be considered.

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. : 1000006 (AS) DESCRIPTION : K2 BLACKPEARL SUPPORT SERVICES

E CLOSING DATE : 22 SEPTEMBER 2017 The Tenderer shall prepare one original set and two (2) 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 22 September 2017 to [email protected]

14. EVALUATION 14.1 All tenders will be evaluated by an 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

which consists of administrative compliance and paper based evaluation.

14.2.2 The second stage of evaluation will be on the 80/20 principle,

where 20 points is allocated for preference and 80 points for price only.

• Price = 80 Points

• Preference = 20 Points

mailto:[email protected]


The Below Mandatory Technical Compliance will form part of STAGE 1A: ADMINISTRATIVE COMPLIANCE. All non-compliant bids will be rejected and will not proceed to STAGE 1B: CAPABILITY evaluation


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 comply with the minimum requirements as set out in

Section D 2. to participate in the first stage of the evaluation (Evaluation of Technical Capability)

Tenderers must at 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 Capability

1.1. Company profile

Provide a general but comprehensive Company Profile that focus on the organisation’s capabilities as a K2 BlackPearl and SharePoint Implementation / Support Partner. Include a holistic overview of the company’s Capabilities, Structures and Footprint. Also, provide an overview of Certification and Accreditation that might be relevant. (D 2.2 and 2.3 will deal in more detail with specific minimum compulsory requirements that Tenderer must comply to for their tender to qualify for Technical Evaluation)

1.2. Business Analysis Capability Provide an overview of the Company's, track record, exposure and capability to performed Business Analysis and the ability to provide the following services as part of a total “turnkey” solution: • Compile business requirement for Business Process Automation

• Define and Document Business processes that will be Automated with K2

• Facilitate and Draft functional specifications

• Drive Business Process Automation by implementing, testing, deploying and supporting K2 Technology


1.3. Project Delivery and Implementation Capability Provide an overview of the Company's, track record, exposure and capability to improve and automate business processes by utilising K2, SharePoint and Microsoft Technology. (D 2.2 and 2.5 will deal in more detail with specific minimum compulsory requirements that Tenderer must comply to for their tender to qualify for Technical Evaluation)

1.4. K2 Skills Base Provide an overview of the Company's Skill Set focusing on K2, Microsoft, Business Analysis and Project Management skills within the organisation. Resources must be in the full-time employment of the Company. (D 2.2 and 2.4 will deal in more detail with specific minimum compulsory requirements that Tenderer must comply to for the tender to qualify for Technical Evaluation)

1.5. Support Capability Company's approach as far as Service Management and System Support Capability - Incident & Problem Management, Support of End Users, Training etc.

1.6. Knowledge of Bargaining Councils Provide an overview of the Company's Exposure to and knowledge of Bargaining Councils and experience with automate processes governed by the Labour Relations Act (LRA)


OWN RIGHT - PRINCIPLE APPLY TO THIS TENDER

All Service will be provided by the Service Provider “in his own

right”

The Service Provider shall provide all services “in his own right”. This

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, Joint Venture Structure or

Subcontracting Arrangement.

• All Recourses and Skills required to deliver the service must be in

the fulltime employment of the Service Provider and may not be

subcontracted in any form.

• All Certifications and Accreditation must be for the specific Service

Provider, in the service providers own name, and may not be that

of any 3rd party, Strategic Partnership, Joint Venture Structure or

Subcontracting Arrangement.

• All references provided must be for work that was performed by the

Specific Service Provider, as Prime Contractor, with its own full

time resources and may not be that of any 3rd party, Strategic

Partnership, Joint Venture Structure or Subcontracting

Arrangement.

• All resources CV provided and quoted on references must be for

work that was performed by the Specific Service Provider, as Prime

Contractor, utilizing skills / resources “owned” / in fulltime

employment of the Service Provider and may not be that of any 3rd

party, Strategic Partnership, Joint Venture Structure or

Subcontracting Arrangement


PROFILE The Service Provider shall have the following minimum K2 Accreditations,

Certifications and References:

(Accreditations, Certifications and References to be submitted - specific to Service

Provider, in the service providers own name)

• Accreditation Certificate from K2 certifying the Service Provider as K2 Gold

Partner

• Reference letter from K2 Certifying the Service Provider as a reputable K2

implementation partner

Refer to and Complete Schedule D1 - Company's Certification and Technology

Capabilities:

➢ D2.3a Company's K2 Accreditation, K2 Certification and K2 Reference letter ➢ D2.3b Company’s Microsoft Certification ➢ D2.4c Company's Ability to Support the existing Solution Technology Stack Attach all required compulsory documentation


PERSONNEL RESOURCES

Tenderer is required to provide Certification and Curriculum Vitae of Resources

The Service Provider shall at least have the following resources contingent – number

and skills level / certification:

(Resources CVs and Certifications to be submitted - resources must be in the full-

time employment of the Service Provider)

• CVs and Formal Certification documents (from K2) for require minimum resource

contingent needs to be submitted for a minimum of:

▪ K2 BlackPearl core – Minimum compulsory Resource level = Five (5) ▪ K2 for SharePoint – Minimum compulsory Resource level = Two (2) ▪ K2 Smartforms – Minimum compulsory Resource level = Five (5)

Refer to and Complete:

➢ Schedule D2 – Company Resources' K2 Blackpearl Certification Attach all required compulsory documentation


CAPABILITY OF RESOURCES

Tenderer is required to provide list of resources with their respective capabilities


➢ Schedule D3. - Company's Resources' Skills base Attach all required compulsory documentation


REFERENCES

Tenderer is required to provide a list of references and letters of award for similar service to show the level of experience the organization has.

(Only project references - where the Service Provider delivered the project as

Prime Contractor, with its own resources (in his own right), may be provided and

will be considered. Client Reference Letters and Resources CVs to be submitted)

• Five (5) Reference Letters from Clients where the Service Provider delivered /

performed Business Process Automation and Workflow projects, utilising K2

BlackPearl, of at least R 300k per project within the last 2 years


➢ Schedule D4. - Company's K2 Blackpearl Project References Attach all required compulsory documentation


SECTION B


FORM OF TENDER NATIONAL BARGAINING COUNCIL FOR THE ROAD FREIGHT AND LOGISTICS

INDUSTRY




FORM OF TENDER

INDEX

A. Standard Forms Item Title Page

1. Schedule of Proposed Sub-Contractors 17

2. Alterations by Tenderer 18

3. BEE and Tax Clearance Certificate 19

4. Supplier Registration Form 20

5. Declaration of Interest 21

6. Transformation requirements 23

B. Financial Proposal

Item Title Page

1. Offer: 24

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.

NAME

WORK TO BE SUB-CONTRACTED APPROXIMATE VALUE

No Sub-Contracting Allowed

ALTERATIONS BY TENDERER


Should the Tenderer desire to make any departures from or modifications to the 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

Enquiry No. 1000006 (AS)

BEE AND TAX CLEARANCE CERTIFICATE

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


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/No If so, state particulars

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

Yes/No

If 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)


BID PRICE / OFFER

TO

NATIONAL BARGAINING COUNCIL FOR THE ROAD FREIGHT AND LOGISTICS INDUSTRY FOR


Gentlemen, Having examined the Conditions of Agreement, 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 bid price of: TOTAL PRICE AS PER SCHEDULE D6: R…………………………………(in words)………………………………………………… ………………………………………………………………………………………………… ………………………………………………………………………………………………… ………… VAT Inclusive 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 authorized to sign tenders for and on behalf of …………………………………………………


SECTION C


CONDITIONS OF AGREEMENT

• A Service Level Agreement will be negotiated between NBCRFLI and the

successful tenderer.


SECTION D


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) Software Development

Company (The Service Provider), with strong K2 Blackpearl, K2 Smart Forms, K2 Smart Objects

and Microsoft BI Capabilities. The Service Provider will be responsible for the maintenance,

support and develop of NBCRFLI’s existing Case Management, Business Process Automation

and Workflow Solutions, based on K2 Blackpearl, SharePoint, Microsoft Power BI and Microsoft

SQL, as well as developing / automating new Business Processes and BI Reporting on the

existing platform.

2 MINIMUM MANDATORY REQUIREMENT OF SERVICE PROVIDER

For a Service Provider to be considered for this tender the Service Provider needs to

comply with the following minimum requirements below:

2.1 Service Provider shall provide a full set of services

The Tenderer must 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 / Prime Contractor.

2.2 All Service will be provided by the Service Provider “in his own right”

The Service Provider shall provide all services “in his own right”. This 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, Joint Venture

Structure or Subcontracting Arrangement.

• All Recourses and Skills required to deliver the service must be in the fulltime

employment of the Service Provider and may not be subcontracted in any form.

• All Certifications and Accreditation must be for the specific Service Provider, in the

service providers own name, and may not be that of any 3rd party, Strategic

Partnership, Joint Venture Structure or Subcontracting Arrangement.

• All references provided must be for work that was performed by the Specific Service

Provider, as Prime Contractor, with its own full time resources and may not be that of


any 3rd party, Strategic Partnership, Joint Venture Structure or Subcontracting

Arrangement.

• All resources CV provided and quoted on references must be for work that was

performed by the Specific Service Provider, as Prime Contractor, utilizing skills /

resources “owned” / in fulltime employment of the Service Provider and may not be

that of any 3rd party, Strategic Partnership, Joint Venture Structure or Subcontracting

Arrangement.

2.3 The Service Provider shall have the following minimum K2 Accreditations,

Certifications and References:

(Accreditations, Certifications and References to be submitted - specific to Service

Provider, in the service providers own name)

• Accreditation Certificate from K2 certifying the Service Provider as K2 Gold Partner

• Reference letter from K2 Certifying the Service Provider as a reputable K2

implementation partner

Refer to and Complete Schedule D1 - Company's Certification and Technology Capabilities:

➢ D2.3a Company's K2 Accreditation, K2 Certification and K2 Reference letter ➢ D2.3b Company’s Microsoft Certification ➢ D2.4c Company's Ability to Support the existing Solution Technology Stack Attach all required compulsory documentation


2.4 The Service Provider shall at least have the following resources contingent –

number and skills level / certification:

(Resources CVs and Certifications to be submitted - resources must be in the full-

time employment of the Service Provider)

• CVs and Formal Certification documents (from K2) for require minimum resource

contingent needs to be submitted for a minimum of:

▪ K2 BlackPearl core – Minimum compulsory Resource level = Five (5) ▪ K2 for SharePoint – Minimum compulsory Resource level = Two (2) ▪ K2 Smartforms – Minimum compulsory Resource level = Five (5)


➢ Schedule D2 – Company Resources' K2 Blackpearl Certification Attach all required compulsory documentation


To Support and Improve the existing environment the following technology components are

utilised in conjunction with k2 Blackpearl:

• Microsoft Custom Development with

▪ Microsoft .Net C# - at least an intermediate skill level required ▪ .Net WebAPI 2.0 - advanced skill level required ▪ .Net Entity Framework

• Database utilised

▪ Microsoft SQL Server (2014 and above) development and Maintenance

• Microsoft SharePoint Skills

▪ Microsoft SharePoint 2013 and above - development, design and support skills on Intermediate level required

• Source Code K2 Skills

▪ K2 SmartForms Development and Design – Intermediate Level ▪ K2 Workflow Development, Maintenance and Design – Advanced Level ▪ K2 API Integration – Intermediate Level ▪ K2 Custom Broker Development Skills ▪ Experience with SQL Server Broker ▪ K2 BlackPearl Software Installation Experience



➢ Schedule D3. - Company's Resources' Skills base Attach all required compulsory documentation

Resources assigned to the NBCRFLI, will comply with the above minimum

Certifications

2.5 Project References and Reference Letters required:

(Only project references - where the Service Provider delivered the project as Prime

Contractor, with its own resources (in his own right), may be provided and will be

considered. Client Reference Letters and Resources CVs to be submitted)

• Five (5) Reference Letters from Clients where the Service Provider delivered /

performed Business Process Automation and Workflow projects, utilising K2

BlackPearl, of at least R 300k per project within the last 2 years

• The reference letter needs to address the following specifics:

▪ Size of Project – Value and number of Service Providers “Own – permanently employed” resources deployed on the project

▪ Summary of the Resources with their Skills level – if the CVs / Certification of the resources where not included as part of 2.4 above please attach CVs and Certifications for the resources deployed on the project

▪ Responsibilities that the Service Provider assumed for - Business analysis - Compiling of Functional and Technical specifications


- Project Management - Projects Delivery - Reporting and BI

▪ Delivery against planned agreed time-lines and milestones ▪ Quality of the final product – did it meet the client’s expectations and satisfy the

requirement ▪ Project Management maturity displayed by the Service Provider


➢ Schedule D4. - Company's K2 Blackpearl Project References Attach all required compulsory documentation


3 SCOPE OF SERVICE

The Service Provider shall provide ALL the following Software Maintenance, Support and

Development Service as part of a fully integrated and fully managed service offering:

3.1 Overview of the current K2 Blackpearl and SharePoint Environment

The NBCRFLI have an On-Premise K2 Blackpearl, SharePoint, Power BI and SQL

Environment that host a number of business applications. The infrastructure and technical

DBA services are provided by a Core IT Infrastructure Service Provider as a Managed

Service. The tenderer shall therefor assume responsibility for the application layer from

Application DBA services to all application components that make up the platform – K2,

SharePoint, Integration API’s, Power BI and Reporting:

NBCRFLI Website – SharePoint based Website for marketing and Industry / Stakeholder

communication. Website is not interactive and facilitate one-way communication.

Intranet – Basic SharePoint Intranet that facilitates internal communication, collaboration

and document management.

Enforcement Case Management System – Case Management System that automates

some of the core business processes. The system interface to a legacy system on the

backend and to Mimecast (email) and Fax Solutions, on the frontend - to automate, track

and manage proof of service / delivery documents by email or fax.

Message Broker – The message broker routes and send out email and fax communication

and track the success of the communication. It also obtains proof of service and pass the

proof of service back to the Enforcement System for compliance purposes.

Microsoft Power BI and Reporting Services – Dashboarding and Reporting solution that

provides performance management information for the Enforcement Case Management

workflow processes.


3.2 Maintenance and Support of existing systems

The tenderer shall therefor assume responsibility for the following services, in the application

layer from Application DBA services to all application components that make up the platform

– K2, SharePoint, Integration API’s, Power BI and Reporting:

• System House Keeping, Maintenance and Health

• Monitor of Production System and Pro-active Corrective Actions

• Maintenance of Technical and User Documentation

• Manage Source Code and Solution components - repository

• Bug fixes and minor functional enhancement

• Engagement with IT Infrastructure Service Provider on:

▪ Incident Management

▪ Technical issues and Problem Management

▪ Technology Management

- Defining Backup requirements

- Define Database maintenance and support requirements

- Assist with the maintenance of the IT Landscape and Architecture

- Manage Dev and QA

▪ Disaster Recovery testing and participation

• Security and Access Management – Maintenance of User profiles

• End User Support and Training

3.3 Functional Enhancements of existing systems

• Business Analysis – defining, facilitating and documenting of business

requirements

• Initiative (project) Management – manage the implementation life cycle of initiatives

from requirements definition to implementation

• Development and Testing Activities – develop test cases, conduct User

Acceptance Testing, impact analysis and Quality Assurance

• Change Control and Implementation of Enhancements – comply with change

control processes and actively drive the implementation of new requirements


• Maintenance of Process, Functional, User and Technical Documentation –

ensure that all technical & application architecture, process, functional, end-user and

technical documentation are maintained and preserved.

• End User Training – assist, train, support and develop end-user. Develop end-user

training material in the form of documents as well as self-help video clips

3.4 Future Development – projects / new development

• Business Analysis – Facilitating business to define and develop new requirement,

improve existing solution and draft Business Requirement Specification

• Project Management - Manage the Delivery of the project from analysis and

conceptualization to implementation. Comply to, Implement and formalise good

project Governance as per Prince II or Agile PM. Ensure that all Project Artefact and

Documentations are generated and maintained through the life cycle of the project

• Development and Testing – Drive User Acceptance Testing, formulate test cases,

Quality Assurance Plans

• Change Control and Implementation of the Development – comply with change

control processes and actively drive the implementation of new requirements

• Process, Functional, User and Technical Documentation – ensure that all

technical & application architecture, process, functional, end-user and technical

documentation are maintained and preserved.

• End User Training – assist, train, support and develop end-user. Develop end-user

training material in the form of documents as well as self-help video clips

• Transition to Support function – ensure that the solution is maintainable and

supportable. Actively ensure that all required activities, necessary to support the

system, is formally handed over to support function (this includes handover to the IT

Infrastructure Service Provider’s Service Desk, Server Support, Backup and End-

User support functions)

4 REQUIRED SOLUTION

The Service Provider needs to provide the following Software Maintenance, Support and

Development Service 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.

The Service Provider will provide all service in “in his own right” as defined in Section D2.2

above

4.1 Maintenance, Support and Small Functional Enhancements of existing systems –

Support Bucket

• Agree a monthly support bucket of hours for the following activities

▪ Business Analysis

▪ Initiative (project) Management

▪ Maintenance, Support and Functional Enhancements

• Hours of the support bucket is managed on a 2-month planning horizon

▪ Hours not utilised can by carried over for 2 months

▪ Bucket can be scaled up or down on a two-month planning horizon

• Small Functional Enhancements is limited to 40 hours’ development

• Service Level Agreement & Service Metrics for support activities

▪ High Priority incident – 2 hours’ response for committing resources

▪ Normal Priority – 6 hours’ response for committing resources

▪ Call Management and reporting back to the service desk – Daily updates

▪ Small Functional Enhancements – agree requirement and statement of work and

time-line in 7 working days

4.2 Functional Enhancements – over 40 hours’ development time

• Enhancement of an Existing System

• Will be limited to 40 hours development per enhancement initiative

• Hours will be part of the monthly support bucket

• If enhancement of more than 40 hours is required per enhancement initiative the

enhancement might be performed over several months

• Larger enhancements (over 40 Hours) and system development initiative will be

classified as projects

4.3 Future Development – projects / new development


• Development effort above 40 hours per initiative per month will be classified as a

project

• A Separate Statement of Work will be developed and agreed for projects

• Project Hours will be planed and negotiated for each individual project

4.4 Rate Cards, term of agreement and detail mechanics of agreement

• Three (3) Year Agreement of Rates, Hours / Effort not guaranteed only an estimate

requirement

• Rates will escalate with CPI annually on the anniversary of the agreement

• Resources on the account will be "named resources" agreed with NBCRFLI (CV to

be submitted for approval)

• Resources on the account may only be removed or exchanged by agreement

• Detailed Timesheets will be submitted monthly with the Invoices

• Agreement may be terminated with 60 day written notice

• Bucket hours refer to pre-planned hours that is part of a Support Bucket of hours,

agreed in a 60 day moving planning cycle

• Ad Hoc Rates refer to Rates that will apply for un-planned request where resources

need to be made available on short notice and/or only be utilised for a short period

• Agreement does not Guarantee exclusivity or right of first refusal for new project

initiatives

• Alternative quotation or cost benchmarking may be performed for new project

initiative

• Incumbent will have the right to quote

• First Year of Bucket hours is only an initial estimate and may change within a moving

60 day planning cycle

• Estimated monthly Support Bucket of Hours per month


4.5 Transitioning of Services

• Transition Period and Activities

Transition Hours are based on a two (2) month transition period - separate from the support

bucket of hours. During the first month, the Service Provider will work with the current

Service Provider focusing on transitioning and the current Service Provider will perform

Support. In the Second month, the Service Provider will take over the Support Activities and

Complete the Transitioning Activities. The Service provider needs to become totally familiar

with the environment in the first two month to the point where the Service Provider can

support the solution effectively and efficiently within the support bucket of hours. The Service

Provider need to dedicate senior resources for the transition period.

• Resources Requirements for transitioning


➢ Schedule D5 - Rate Card ➢ Schedule D6 - Pricing Sheet for 1 Nov 2017 to 31 Oct 2020


Schedules

Schedules D 1 to 6

K2 RFP Schedules

D1 to D6 (3 Sep 2017) v3_1.xlsx

Enquiry No. 1000006 (AS)

Annexure “B”

Schedule of Fees

(To Be Advised on Contract Award)

subject: k2 blackpearl support services document - k2 blackpearl … · subject: k2 blackpearl...

Documents