Request for Information (RFI)

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1 Request for Information (RFI) Office of Information Systems and Technology United ations Development Programme UNDP HQ invites interested Vendors/Service Providers to respond on the following: A. HelpDesk Services B. Operations Services C. Infrastructure Services D. ICT Equipment E. Telecommunications Equipment and System Services F. Advisory Services G. Application Development and Maintenance Services Background: The United Nations Development Programme (UNDP) is the UN s global development network, advocating for change and connecting countries to knowledge, experience and resources to help people build a better life. We are on the ground in 166 countries, working with them on their own solutions to global and national development challenges. As they develop local capacity, they draw on the people of UNDP and our wide range of partners. The Office of Information Systems and Technology (OIST) provide ICT support to UNDP Headquarters units, Country Offices and Regional Service Centers. It is the body responsible for ensuring an adequate ICT environment within UNDP as a whole. OIST also provides services to other sister UN Agencies, especially in managing the integrated corporate Web-based ERP System, Atlas. UNDP s ICT strategy is focused at making ICT investments contribute directly to the identification and implementation on how to best support UNDP s business. OIST procurement activity is part of this strategy and aims to align with the corporate goals and the vision of the Information Management (IM) strategy for the next biennium , ensuring a comprehensive and coherent approach to the acquisition of ICT services. Summary of Solicited Services: UNDP/OIST seeks to obtain information from Contractors/Service Providers that shall provide services in the following areas: A). Helpdesk Services. Helpdesk services are responsiblee for capturing specific user problems, recording them and then either resolving them through a set of fixed prescribed solution sets or through escalation where deeper technical intervention or policy changes are required. Helpdesk services are fragmented within the organization, with various pools of resources accomplishing the work either through resources in operation services, locally through the ICT manager, Atlas help desk, or outside service providers. Tickets are raised in PeopleSoft/Oracle CRM for issues and upon resolution issues are closed against assigned tickets. Consolidation and improvement to services in line with best industry practices is sought with a constant effort to improve reliability and availability of the system experience in a cost effective manner.

2 UNDP/OIST is seeking the following Helpdesk Services: 1. Service Desk 2. Incident Management 3. Problem management 4. Problem categorization and logging 5. Problem tracking and escalation 6. Problem resolution B). Operation Services. OIST provides efficient and secure operations for desktop, servers for network services and management of network systems and services. Services are currently centralized through ICT focal resources worldwide. OIST has decentralized within each Headquarter (HQ) substantive business unit a resource known as Information Management Associate (IMA) who is responsible for the technical support of desktop and network connectivity services. Within HQ, OIST manages the overall HQ network infrastructure and arrangements with external service providers for Internet (ISP) access and interconnectivity among UNDP offices for business applications. In our locations away from HQ, the ICT support services are provided by local technical staff (ICT managers). All remote offices are connected through local ISPs and Satellite Service Providers to the Internet and to the HQ corporate network. A service provider involved with Operations service should be able to manage the full range of operations from desktop to network and servers, and provide worldwide continuous support. Consolidation and improvement to services in line with best industry practices is sought with a constant effort to improve reliability, availability, security, and technology improvements in a cost effective manner. UNDP/OIST is seeking the following Operation Services: 1. Desktop hardware/software support 2. Windows and Unix Server operating system administration and support 3. Management of networking infrastructure including routers, switches and network security devices 4. Enterprise Backup and Restore systems and facility 5. Enterprise file storage and management systems C). Infrastructure Services. OIST provides an efficient and secure information technology infrastructure which meets the needs of the organization and of partner agencies for which UNDP is the trusted custodian of IT services. The infrastructure hosting company should be conversant with the different technologies, have multiple purpose built facilities, have a demonstrable capability and utilize best industry practices. The infrastructure hosting should provide seamless and secure services with 24 x7 security, availability of services with up time of 99.9%look for uniformity and consolidation of infrastructure services, implement technology refresh and strive for constant improvement and cost containment of services. UNDP/OIST is seeking the following Infrastructure Services: 1. Managed Hosting services: Enterprise Resource Planning (ERP) PeopleSoft/Oracle and Directory 2. Collocation and managed services

3 D). ICT Equipment. UNDP/OIST is seeking to acquire following ICT Equipment through Long Term Agreements: - Notebook computers - Desktop computers and ancillary equipment including keyboard, monitors, pointing devices, etc. - Servers - Personal and Workgroup printers and multi-function devices - Network switches, routers and firewall, intrusion detection/prevention devices wireless access points and bridges - WiMAX equipment - Enterprise Storage and Backup solutions - Uninterruptable Power Supply (UPS) and parts - IP telephony solutions - IP and ISDN voice and video conferencing equipment - Interactive White Boards - Digital Projectors, and worldwide warranty and maintenance services for above equipment E). Telecommunication Equipment and Systems Services. UNDP/OIST is seeking following the Telecommunications Equipment and Systems - PBXs - IP PBXs - Unified Communications System - Voice mail systems - Call Accounting Systems - Fax Machines - HD Video Conferencing System - Wireless broad band equipment - Load balancing equipment for wide area links - Network monitoring systems - VSAT services - Voice over IP - Point to Point T1 /PRI links - Local, Long Distance and International telephony service (PSTN and ISDN) - PBX Maintenance Services - Voice Mail Maintenance - Voice and Video Bridging services - Cellular voice and data services - Skype Interface Boxes F). Advisory Services. UNDP/OIST is seeking the following Advisory Services: 1. Consulting services that help UNDP use and manage Information and Communications Technology to enable business performance; 2. Access to research; 3. Share best practices with other IT executives; 4. Personalized support from IT specialists globally; More specifically, Contractors/Service Providers should be able to provide: a) Access to knowledge repository of ICT research via the internet/web; b) Access to consultancy advice such as quality assurance and vendor selection assistance for ICT projects c) Ability to consult with ICT Research Analysts; d) Peer to peer networking capabilities on ICT best practices;

4 G). Application Development and Maintenance Services. Application development and maintenance is a primary interfacing point with the client community. The ADM meets with clients to develop system solutions for client need. The ADM also supports client need through ongoing support services for break-fix of production issues and escalated helpdesk systems. ADM provides services for applications that support ERP including data warehousing, web, and knowledge and document management systems. The ERP platform is PeopleSoft (for finance and human resource transactions), while the Web services is direct content created by clients, linked to the ERP system with value add dashboards such as executive snapshot, MYFF, and ERBM. Current environment for Peoplesoft is HCM, FIN, CRM, EPM, Portal. The personnel who perform the ADM function for the ERP and web development are both staff and augmented through vendor resources. Consolidation and improvement to services in line with best industry practices is sought with a constant effort to improve reliability and availability of the system experience in a cost effective manner. UNDP/OIST is seeking the following Application and Maintenance Services: - PeopleSoft Functional Expertise o Financials o HCM o EPM (Performance Management Warehouse and analytical applications) o CRM o Portal - PeopleSoft Technical Expertise o PeopleTools o PeopleSoft Integration tools o PeopleSoft Reporting tools o Ascential ETL Tools (EPM) - Data Warehousing / Business Intelligence Expertise o Conceptual Design and Implementation o Reporting Architecture o Data Modeling o Business Intelligence Tools - PeopleSoft Security - PeopleSoft Workflow - PeopleSoft Upgrades - Interface/Conversion Development - Adobe Macromedia Cold Fusion MX - Autonomy / Verity K2 search and discovery tools - Google Search Appliance - AJAX / Javascript / XML / XSLT - Java Server Pages (jsp) - Content Management Systems - Microsoft.NET / Sharepoint Portal Services - Business Decision Support Applications (Dashboards / Portals) - Knowledge Worker Support Applications (KM / Collaboration) Information Requested Interested Vendor/Service Provider may submit for any single service or list of services within the categories or may associate with other vendor/service provider to enhance their qualifications. Interested Vendors/Service Providers must supply the following corporate information along with a specific interest in an identified service:

5 - Company Name - Year Established - Number of Employees - Licensing Authority (with whom the company is registered as a legal entity) - Areas of Interest as per the RFI - List independent, non-affiliated clients/companies whom you have sold your product and/or service en each sector of interest. - Written statement of its environmental policy (optional) - Names of: owners and principals, CEO/Managing Director, & any former corporate incarnation - Names of intermediaries, agents and/or consultants - Certificate of quality standards - Audited/certified financial statements (or equivalent) for the last three years. Submission details Please provide your response in Microsoft Office 2007 or Adobe PDF readable form on CD or DVD ROM no later than close of business of Friday 05 June 2009 to the following address and contacts: Bureau of Management/Office of Information Systems & Technology (OIST) United Nations Development Programme- HQ 304 East 45th Street, New York, NY Elsie LAURE CE-CHOU OU E Chief, Operations and Planning Section (OPS) Tel: elsie.chounoune@undp.org Debra GOODRIDGE Contracts Analyst, a.i., Operations and Planning Section (OPS) Tel: debra.goodridge@undp.org Isidro DURA Procurement Associate, Operations and Planning Section (OPS) Tel: isidro.duran@undp.org This RFI does not entail any commitment on the part of UNDP, either financial or otherwise. UNDP reserve the right to accept or reject any or all RFI without incurring any obligation to inform the affected applicant/s of the grounds. Interested Contractors/Service providers may obtain further information at the provided contact information.

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