Digital Airport Platforms Scope of Work

Transcription

1 ANNEXURE A REQUEST FOR INFORMATION (RFI) FOR THE SUPPLY,INSTALLATION,COMISSIONING OF THE RETAIL TRANSACTIONS MANAGEMENT SYSTEM, POINT OF SALE SYSTEM, PAYMENT SERVICES AND MOBILE APPLICATION, MAINTENANCE AND SUPPORT OF THESE SYSTEMS/APPLICATION FOR A PERIOD OF 5 YEARS AT AIRPORTS COMPANY SOUTH AFRICA Digital Airport Platforms Scope of Work Glossary Acronym Description ACSA IT RFI SOW PCI DSS 3D secure MNO GDPR POPI Act POS Airports Company South Africa Information Technology Request for Information Scope of Work / Statement of Work Payment card industry data security standard 3 domain secure is a security protocol to prevent fraud in transactions with credit and debit cards online Mobile Network Operators General data protection regulation. European Union wide regulation that controls how companies and other organizations handle personal data Protection of personal information act Point of Sale Table 1 : Glossary

2 TABLE OF CONTENTS 1. INTRODUCTION RFI SCOPE DIGITAL PLATFORM REQUIREMENTS RETAIL TRANSACTION MANAGEMENT SYSTEM REQUIREMENTS POINT OF SALE AND PROCESSING OF CARD PAYMENTS FOR AIRPORT 3 RD PARTY REQUIREMENTS MOBILE APPLICATION REQUIREMENTS LOYALTY PROGRAM REQUIREMENTS PAYMENT SERVICES MANAGEMENT INFORMATION AND BUSINESS INTELLIGENCE INFORMATION REQUIRED FROM THE BIDDER RESPONSE GUIDELINES MINIMUM EVALUATION CRITERIA

3 1. Introduction 1.1. Purpose Airports Company South Africa SOC Ltd (ACSA) hereby invites suppliers to provide information regarding Digital Airport Platforms solutions that will be focusing on increasing non-aeronautical revenues. The solutions that ACSA would like to implement are the Point of Sale solution, retail transaction management solution, Mobile App, Loyalty program and ecosystem. Suppliers are however encouraged to propose any other suitable solutions that could further enhance ACSA s non-aeronautical revenue. The purpose of this request is to find a digital platform and a solution that will modernize the current ACSA business and commercial processes through the development and implementation of an end-to-end digital platform/s that will give ACSA a new channel to reach its customers Objective The objective of this Request For Information (RFI) is to obtain information regarding software and hardware solutions that are available in the market for Retail Transactions Management Systems, Point of Sale Systems, Payment Services and Mobile Application. The supplier must advise on the applicable costs of the software and hardware, development of integration points, implementation, maintenance and support as well as the, required infrastructure and data security systems that ACSA would need to consider. In addition, ACSA seeks to understand the possible solutions that are available in the market and what the ultimate measures of success would be for ACSA. Furthermore, the supplier is requested to measure and compare market related pricing of the proposed solution/s. The solution/s must be innovative and add value to the business process management services across the customer lifecycle, which should also support ACSA s strategic objectives by: 3

4 Improving Efficiencies; Driving Business Agility and Innovation; Diversifying Channel Touchpoints; Increasing Customer Centricity; Positioning the ACSA as a Trusted Brand. In order to pursue the above strategy objectives, the ACSA is issuing this RFI to obtain information on Airports digital solution(s) and services for the entire airports value chain and lifecycle. It is also envisaged that this request may be followed by a Request for Proposal (RFP) with the aim of contracting a suitable Service Provider/s. Indicative costing for Airports Digital Solution services are requested on all capabilities included in this RFI as well as how will the service provider partner with ACSA in proving their technology in terms of profit / risk sharing, upfront payments, co-investments etc Background ACSA is on a drive to increase non-aeronautical revenue by having efficient ways of getting information on revenue generated by 3 rd party and the items that are highly purchased by customers and passengers. ACSA requires this information because based on the lease agreement between ACSA and the 3 rd party, ACSA rental is revenue-based. This implies that to accurately bill all 3 rd parties ACSA need to have access to transactional data that make up the revenue. In addition to this, ACSA is interested on improving each 3rd party s sales performance by being able to have a view of all transactions that happen in the airport mall, analyze the purchasing trends and behaviors of customers and be able to proactively advise 3 rd party on such trends to improve their sales. ACSA is also focusing on becoming a digitized airport. ACSA has developed a transformation strategy that will enable ACSA to become a world leading digital airport 4

5 business. One of the ways to achieve this is to implement a mobile application that our customers, passengers and employees would use to access information pertaining to flights, be able to navigate the airport, book and make payment for parking etc. Airports Company South Africa has committed to IT being a key strategic enabler for the next phase of its business maturity and growth. Given the Company s conscious decision to drive the business towards digitization, with the vision of transforming from an airport company that runs technology to a digital business that runs airports, IT will be at the fore front of the business going forward. In addition to this, the Company intends to benefit from the Commercialisation of IT, with the long-term objective being the generation of revenue from IT services and products. Our customers are using mobile apps on tablets, smartphones, playing on game consoles and surfing the internet on smart TVs. They are communicating with each other using video calling, social media and instant messaging. Mobile is the fastest growing channel, people are using their mobile devices for all types of services and purchases. We want to change and transform the way our customers interact with us. Given the current status that we have with the 3rd party MIS, connectivity and bandwidth, interfaces between the 3rd party POS systems and various databases, the customer experience needs to change and to enable ACSA to take control and management We want to introduce platform/s that would fully digitize airports and our business processes. These platforms should provide the requisite automation capabilities to a variety of other digital systems such as passenger on-boarding systems as well as any other system that are used at the sale of products and/or services. These digital solutions should allow real time information updates that will in turn allow ACSA to independently monitor, validate and process compliance information, which would give ACSA real time and authenticated data updates using a secure digital security methodology. 5

6 The digital platform should also offer an array of new services and products for customers. 6

7 2. RFI Scope ACSA requests information for the suitable solutions that offer low cost affordable systems and applications that will meet the following solution objectives: 2.2. In scope Retail transaction management system Processing of card payments Point of Sale system Billing of 3rd parties for Point of sale usage System that will integrate with POS system for well-established 3rd parties Mobile App Loyalty program Management information and business intelligence Monitoring and Reporting Any other solution that the Service Provider could be aware of that will enable ACSA to grow non-aeronautical revenue 7

8 The Supplier may respond to ALL or WHICHEVER solution that is listed 2.3. Dependencies Integration with other systems that are already in the ecosystem e.g. ERP, external airlines systems, parking booking systems etc Payment processing for Gautrain booking that is currently unavailable on Gautrain app Integration with Banks and Payment services providers 8

9 2.4. Technical/Business Considerations Buy-in from merchants into using ACSA payment systems rd party payment services providers Competition with airlines mobile app Not enough elicitation and understanding of requirements Impact analysis from an end to end architectural solution perspective Lack of understanding of POS device pricing model currently used by 3rd parties Service provider must advise on risks and mitigation plans associated with each solution Service provider must propose how they would partner with ACSA in implementing the solution Service provider must propose how they will execute their proof of concept 9

10 3. Digital Platform Requirements 3.1. Overview ACSA is focusing on becoming a digitized airport. To achieve this, ACSA would like to implement the solutions in the sections below. 4. Retail transaction management system requirements 4.1. Overview ACSA requires an automated approach to collecting revenue generated by 3 rd parties to increase the accuracy and integrity of revenue declaration and assurance; All 3 rd parties, operating at Airports Company South Africa, must provide daily 3 rd party transaction information in terms of their lease agreements. Currently, the 3 rd Parties provide this data manually. The Retail division does not have an enterprise wide platform to collect revenue statistics from its approximately 400 stores; 4.2. High Level requirements The service provider should propose a solution that will provide ACSA with ability to do: Collection of essential information on the product, quantity, discount, amount paid, date and time of purchase; as well as flight number if applicable (when flying international) that are processed at the 3 rd party s tills Collection of revenue made by each 3rd party at our airport mall on daily basis Interface/Integrate to systems of 3 rd parties with established POS system networks to collect transaction data Enable analysis of passenger purchasing behavior patterns Develop passenger / customer profiles based on purchasing behavior Centralized merchandise category management 10

11 Business Intelligence: Analysis and tracking of passenger buying behavior and trends based on passenger s destination to enable the business to develop targeted marketing initiatives, aid decision making, and be able to match products to customers/passengers 4.3. High Level Technical Requirements Comprehensive reporting capabilities at both the detailed transactional level and from a holistic business viewpoint Supplier to advise how they would deal with 3 rd parties that have more than one databases for transaction and how they would deal with anomalies in data supplied to ACSA 5. Point of Sale and processing of card payments for Airport 3 rd Party Requirements 5.1. Overview ACSA would like to implement a Point of Sale System at all nine (9) ACSA airports that can be used by 3 rd parties; ACSA Commercial seeks to investigate a potential technology solution that will satisfy its business objectives; An enterprise wide platform that will accommodate all 3 rd parties in the portfolio, for example, the restaurants, fast foods, baggage wrappers and retail, specifically the myriad of tenant profiles within the 3 rd party portfolio i.e. small start-ups to large established retail chains with established POS system network; 5.2. High Level Requirements The service provider should propose a solution that will provide ACSA with the following requirements and advise if it possible to have such services without being a registered financial services provider Point of Sale system/solution to be used by 3 rd parties. The solution must include the point of sale hardware and software as well as the payment devices for processing card payments Processing of card payments Provide 3 rd parties with POS devices 11

12 Billing of 3 rd parties for POS system usage Improved management of 3 rd party revenues A secure solution that protects the data integrity of ACSA and the 3 rd party A stable solution that does not impact the 3 rd party business processes and ability to generate revenue Adequate Service delivery levels through structured support and maintenance Acquiring services supplier to provide details on feasibility A comprehensive payment and settlement options The solution should allow users to pay using cards such as Visa, MasterCard, China UnionPay Credit, debit, prepaid, or virtual card Should be only one source of service, enabling ACSA as an operator to offer a seamless and flexible experience to customers, while streamlining our costs and processes POS device (card payment device) must comply with PCI DSS High level technical requirements Comply with Payment Card Industry Data Security Standards 6. Mobile Application Requirements 6.1. Overview Airports Company South Africa (ACSA) manages nine airports in South Africa. To this end, a mobile application is required to streamline airport user experience when travelling through any of our airports. The main objective of the mobile application (App) is to help airport users find airport relevant information on the go efficiently Mobile application that our customers, passengers and employees would use to access information pertaining to flights, be able to navigate at the airport, book parking etc. The application would also be used to generate additional income for ACSA through advertising revenue on the app. 12

13 6.2. High Level requirements Pre-travel Travel time estimation (travel time from home to airport + walking time from parking to check-in + queue time estimates for boarding and security) Flight Information Display Systems integration - get flight departure / arrival times and delay notifications from your mobile (Live Flight info) Integrate into Queue management system in order to provide queue time estimates Required APIs will be provided Indoor wayfinding (indoor GPS) Accurate indoor positioning and wayfinding using a combination of Bluetooth, Beacons and Wi-Fi positioning Search and navigate to a point of interest Find a friend if they share their location Be directed to your car after returning from journey Be alerted when you need to start moving so not to miss your flight Be alerted and directed to correct baggage carousel Mobile commerce Ability to access all the services available at the airport from your mobile device Content Management for e-commerce as a service (CAAS) for vendors to manage their services/content Car Rental, Fast track, Food ordering, hotels, taxi, duty free, Parking, public transport (Gautrain) Platform must be 3D secure Parking booking and payment (Integration into parking payment system) pre-book parking by integrating with existing pre-booking 13

14 Parking discounts when booked via app Save parking location through scanning QR code or beacon pay for parking from mobile app Mobile check-in Consolidate web/mobi platforms from airlines into a single app Notify passenger of boarding gate details and alert if further from the gate a boarding time is approaching Targeted marketing Marketing based on passenger destination or indoor location Push adverts to devices that are connected to ACSA Wi-Fi Push adverts based on previous purchases done via app (preferences) Push adverts for a store that a customer is approaching Opt in and opt out marketing consent for POPI Act consideration Digital kiosks Integrate services such as indoor maps, FIDS, chat bots with responses to common questions, video calling to an agent etc Personalization Store data relating to customers with regard to preferences / habits Tailored marketing and Personalised greeting Any customer data stored in the system should be GDPR and POPI Act compliant Analytics platform System should be able to provide useful analytics to airport operational team Long queues, trends, heat maps etc. 14

15 Customer feedback Location based surveys i.e. as a passenger exits a location such as toilets or baggage carousel a quick 5-star rating survey can be triggered to the passenger to rate his/her experience Reporting Financial reporting - revenue from various income streams Customer experience (from surveys) Operational reports (analytics) Modular system design Loosely coupled SaaS components as opposed to one monolithic system The App must also be internal facing for ACSA employees where communications and engagements with employees could be performed Instant communications with employees Employee satisfaction surveys Voting functionality Newsflash and letters from CEO 6.3. High Level Technical Requirements Mobile App Security Ability to integrate with dynamic data The security feature should be user friendly and simplistic, though not compromising security. The safety of this mobile solution should include: Fingerprint Authentication for users with capable phones; Password Authentications for old generation mobile phones; Two-factor authentication; Other industry best practice recommendations by the service provider. 15

16 The service provider should indicate if the solution carries any crypto currency algorithms and should supply comprehensive subject matter detail The service provider should also indicate if there was provision made for protection of transactions through comprehensive end-to-end Encryption and Tokenization Solution. This security technology should replace the user s personal information with a unique digital identifier (e.g. token), to ensure that the user s personal and payment details are not or exposed The solution should make use of digital certificates, in order to reliably associate user s identity with a public key, by applying an asymmetric cryptographic algorithm, as an additional layer of protection. 7. Loyalty Program Requirements 7.1. Overview To keep up with current trends, ACSA would like to offer loyalty benefits to frequent customers to encourage them to return to our airport malls. program that will enable customers to earn points and be able to redeem at the retailers within our Airports. Platform should have Loyalty engine 7.2. High level requirements Solution that will calculate the accumulation of loyalty rewards points for customer Redeeming of loyalty rewards on online purchases and at point of sale Loyalty engine that can be, Integrated loyalty software A loyalty engine that has the ability to integrate with a business existing software, whether is a CRM, website or epos system 16

17 Communication tool - Communication is key to engagement. Loyalty engine must have the ability to communicate via multiple channels, for instance, SMS, and in-app messaging, and must guarantee that each customer is communicated with through their preferred channel Rewards tool - Rewards come in various forms and depending on the business, retailers and third parties can allow businesses to reward customers through third-party partnerships Competition - Loyalty engine to have ability to offer competitions, sales specials, competitions, offer gift cards, etc to improve on sales and create excitement amongst customers Segmentation capability - Loyalty engine to have the ability to send targeted communications, rewards and other promotions occur as a result of segmentation. This leads to greater personalisation, enhanced customer experience and higher return on marketing investments Marketing automation - Marketing Automation enhances customer experiences by automating responses based on a customer s behaviour or interaction, for instance, a thank you SMS when a customer registers for a loyalty program. The customer gets the instant gratification similar to what they would get in person Analytics and Reporting - Reporting and analytics are crucial to understand customer s behaviors, measure individual campaign across channels and different target audiences as well as the overall loyalty program performance. 17

18 8. Payment services 8.1. Overview ACSA would like to grow its non-revenue by being a payment service provider to its airports 3 rd parties 8.2. High level requirements Partner that will execute the payment services on behalf of ACSA Proposal for pricing and billing model that ACSA should adopt Proposal on how the payment services provider would partner with ACSA 8.3. High level technical requirements PCI DSS compliance Security and Data Protection Supplier to advise on other best practice requirements 9. Management information and Business intelligence Risk identification, Assessment, control and reporting Business intelligence, data mining and predictive analytics, including behavioral analytics Management reporting and Statutory reporting 10. Information Required from the Bidder The information provided should meet the solution requirements that are in scope. It must be noted that these requirements may be skewed towards current business processes, therefore it must be regarded as minimum requirements and that new innovative methods and processes are welcome so as to assist ACSA in determining the most cost effective and efficient best practice solution to meet our needs. In addition to this, as part of the RFI, bidders are required to submit the cost estimate or pricing schedule of the proposed solution(s). Each solution must have a clear pricing indication in line with the following: 18

19 10.1. Retail transaction management system # ITEM QTY UNIT PRICE Development costs including user interface, integration and reporting component Licensing costs Software costs Support and maintenance costs Outright purchase of the full solution with support and maintenance over 5 years White label option costs (i.e. Where ACSA buys solution or product and re brand as if it is theirs) Administrator, Technical, IT Help Desk and End User training costs LINE TOTAL 19

20 10.2. Point of sale and processing of cards # ITEM QTY UNIT PRICE White label costs Rental costs Profit share percentage split per processed transaction Integration with other system cost Hardware costs Software costs Outright purchase of the full solution with support and maintenance over 5 years Administrator, Technical, IT Help Desk and End User training costs LINE TOTAL Mobile Application 20

21 # ITEM QTY UNIT PRICE Development costs including various user interfaces, integration points, maps and reporting components Hardware cost, e.g. Bluetooth beacons Licensing cost Support and maintenance cost for third line support Additional development and data maintenance (support model should cover/abstract any third-party involvement) Any third-party costs to solution implementation if applicable Profit share percentage split Revenue projection White label option costs LINE TOTAL 21

22 Administrator, Technical, IT Help Desk and End User training costs Loyalty Program # ITEM QTY UNIT PRICE Product development cost Support and maintenance cost if applicable Integration with existing systems Administrator, Technical, IT Help Desk and End User training costs LINE TOTAL Payment services 22

23 # ITEM QTY UNIT PRICE Fixed cost of service Cost of integrating with existing retail software / mobile and online commerce / Point of sale devices Profit share percentage split per transaction Support and maintenance cost if applicable Administrator, Technical, IT Help Desk and End User training costs LINE TOTAL 11. Response Guidelines When providing information; Be clear and succinct in your response in order to maximize our understanding of your solution. Requirements should include model/s (behavior and structure models), textual descriptions, screen prototypes (data lists, validation rules), inputs (triggers) outputs (reports) Provide summaries and flow diagrams (in addition to the details) where appropriate Explicitly list all assumptions made in your proposed solution Profile 23

24 Provide relevant information regarding your capabilities and skills to provide a solution as outlined in this document. Company and business strategy, practices and satisfaction of the customer-base is essential information. 24

25 12. Minimum Evaluation Criteria Retail Transaction Management System # Evaluation Criteria YES NO Company information Proposed Solution Previous Experience Better ways of not affecting 3rd party s system performance Experience in implementing solutions for collecting transactional data Number and category of retailers the solution was implemented in Provide transaction data validation and reconciliation strategies and techniques Provide contactable references 25

26 Maturity of their services Methodology that will be followed in implementing the solutions How the service provider will ensure the quality of software Provide summaries and flow diagrams (in addition to the details) where appropriate. OVERALL ASSESSMENT Supplier to ensure the following is done when submitting each of the above deliverables: Explicitly list all assumptions made in your proposed solution. Risks associated with solution and mitigation plan 26

27 12.2. Point of sale and processing of card payments # Evaluation Criteria YES NO PCI compliance report and certificate issued by the Qualified Security Assessor (QSA) Experience in point of sale and processing of card implementation Provide contactable references Methodology that will be followed in implementing the solution How the service provider will ensure the quality of software and hardware OVERALL ASSESSMENT Supplier to ensure the following is done when submitting each of the above deliverables: Provide summaries and flow diagrams (in addition to the details) where appropriate. Explicitly list all assumptions made in your proposed solution. Risks associated with solution and mitigation plan. 27

28 12.3. Mobile application # Evaluation Criteria YES NO Proof of mobile app that could integrate with dynamic data from different systems Strategy on how data from the systems integrated with will not be compromised Experience in implementing Mobile Apps Provide contactable references Methodology that will be followed in implementing the solution How the service provider will ensure the quality of software and hardware Provide summaries and flow diagrams (in addition to the 28

29 details) where appropriate OVERALL ASSESSMENT Supplier to ensure the following is done when submitting each of the above deliverables: Explicitly list all assumptions made in your proposed solution Risks associated with solution and mitigation plan Loyalty Program # Evaluation Criteria Maximum Points Allocated for Submitting each item Proof of previous experience Provide contactable references Methodology that will be followed in implementing the solution How the service provider will ensure the quality of software Provide summaries and flow diagrams Points Scored by Supplier 29

30 (in addition to the details) where appropriate OVERALL ASSESSMENT Supplier to ensure the following is done when submitting each of the above deliverables: Explicitly list all assumptions made in your proposed solution Risks associated with solution and mitigation plan 30

31 12.5. Payment services # Evaluation Criteria YES NO PCI DSS compliance report and certificate issued by the Qualified Security Assessor (QSA) Experience in payment services Provide contactable references Methodology that will be followed in implementing the solutions How the service provider will ensure the quality of software Provide summaries and flow diagrams (in addition to the details) where appropriate Explicitly list all assumptions made in your proposed solution. 31

32 Risks associated with solution and mitigation plan OVERALL ASSESSMENT Supplier to ensure the following is done when submitting each of the above deliverables: Explicitly list all assumptions made in your proposed solution Risks associated with solution and mitigation plan 32