1.2. Background. Existing IT Business Applications Environment

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1 1.1. General Background of HAAD The Health Authority - Abu Dhabi (HAAD) is a local governmental entity established by a special Decree (01/2007); it was previously known as "The General Authority of Health Services for the Emirate of Abu Dhabi", for the purpose of providing healthcare services for the citizens and residents of the Emirate of Abu Dhabi, and to fulfill the requirements for the provision of high quality healthcare services in accordance with international quality standards. The main function(s) of HAAD is to regulate the Healthcare Sector within the Emirate of Abu Dhabi, both Public and Private, through Policies, Laws, Regulations, Inspections and Audits. The corporate office of HAAD is located in the capital of UAE, Abu Dhabi. The Authority took over all Public Hospitals and Primary Health Care Centers which were managed and operated by the Ministry of Health in the Emirate of Abu Dhabi as of Jan 1, 2005 and which are currently managed and operated by Abu Dhabi Health Services Company (SEHA). SEHA delivers healthcare services regulated by HAAD, in these facilities to both nationals and expatriates. There are currently 46 Primary Health Care Centers, 12 Hospitals (Community and General) and 4 Specialized Centers, 3 Dental Centers in the Public Sector. Apart from these HAAD regulates healthcare services delivered by more than 800 healthcare facilities in the Private Sector. HAAD is responsible for licensing, quality control and in regulating all the health care facilities and health professionals in the Emirate of Abu Dhabi, with the vision of developing health communities, and to monitor healthcare facilities so that they deliver high quality healthcare services in accordance with the best international practices and quality standards to its population Background Existing IT Business Applications Environment BPM Applications The following table lists the current BPM suite of applications implemented at HAAD: S. No. Application Component Version OpenText BPM OpenText User Management OpenText Process Designer OpenText Process Administrator OpenText Web Connector IT Infrastructure The following table lists the current IT operating infrastructure environment and used for BPM & ERP applications implemented at HAAD :-

2 S. No. Infrastructure Component Version 1 Oracle Linux Windows Server Operating System 2003/ Oracle Databases 10g Rel. 2 5 IDC HP Blade Servers BL C 7000 Series Generation 7 BL 490 G7 BL 680 G7 6 EMC SAN Storage VNX HP LTO-5 MSL 4048 Tape Library with Symantec Net Backup HP LTO 5 MSL 4048 Net Backup Purpose of RFP HAAD is pursuing a strategic outsourcing initiative to address its IT Business solution s application and infrastructure maintenance and support needs. HAAD s senior management has a strong preference for dealing with established, full-service, technology providers. The objective in doing so is to provide a basis for establishing a strategic partnership that can be leveraged for future outsourcing initiatives as well as future project related work. HAAD requires that, at a minimum, the Service Provider s response addresses the scope and requirements set forth in this document, but in no way wishes to restrict creativity in proposing solutions in addition to the defined scope of the RFP. We will accept and consider these additional services if submitted as addenda to the required response Results to be achieved by the Vendor / Consultant / Service Provider Quality and responsive maintenance services to support the HAAD business objectives and sustain normal business operations Project Overview Introduction HAAD has implemented and extended an electronic and automated business solution consisting of OpenText BPM Suite of applications, Oracle ebusiness suite of ERP applications, and Oracle Business Intelligence applications to manage the flow of information within its organization and to enable it to provide high quality services to clients and stakeholders, and to build an effective data warehouse to support its decision making process on both the operations and strategic level. The Business Applications solution implemented has the following key functionalities: Front End Functionality (Implemented using OpenText BPM, MS.Net & associated tools) Functionality Business Process Management (BPM) Description Integrated functionality for process modeling, implementation, and execution and monitoring of end to end business processes to facilitate process execution and support continuous optimization of

3 the entire business process lifecycle. These processes address the front-office or key business activity at HAAD, and in many instances feed on externally submitted applications/transactions. Business Process Automation (BPA) Custom developed forms based applications to facilitate external user data submissions and initiate internal processes within HAAD. These processes also address the front-office or key business activity at HAAD. Back End Functionality (Implemented using Oracle ebusiness ERP & Business Intelligence applications) Functionality Finance HR, Payroll and Administration Procurement Business Intelligence Description General Ledger, Accounts Payables, Accounts Receivables, Cash Management, Fixed Assets Employee Relations, irecruitment, General Administrative Services, Training & Development, Manpower Planning, Visa Processing, Payroll Calculation Purchasing, Tenders, Contracts, iprocurement, Inventory Management Complex reporting & analytics portal, data mining and data warehousing. Project Objectives The objectives for the maintenance & support of the implemented business applications solution are: Enhance internal business process automation and optimization to enable improved productivity of its workforce. Accelerate HAAD s ability to exploit application system and technological improvements coupled with an industry leading approach to manage risks associated with technological change. Identify and implement strategies that reduce the cost of services while maintaining required levels of service. Maintain a stable and reliable system infrastructure and application support environment that achieves continuous improvement through the use of industry leading processes for problem resolution and simultaneously working to decrease the total cost of ownership over time. Exhibit a high level approach to the resolution of issues that exceeds HAAD s business goals. Provide consistent SLA driven support to the users of the implemented solution. Improve business process efficiencies and productivity. Strengthen compliance to HAAD policies & procedures. Improve knowledge availability, access and utilization.

4 Improve quality of services rendered to clients. Increase HAAD s Knowledge Management capability. Reinforce HAAD as a continuous learning organization. Therefore, HAAD wishes to invite vendors to participate, if selected, in the maintenance & support of the implemented IT solution, which should strive to deliver the above defined objectives. This document is a formal Request for Proposal (RFP) for the maintenance of the implemented IT business applications solution covering all business areas of HAAD. Project Duration The period of execution of the whole project will be for three years from signing the Agreement with HAAD to be renewable for one more year with same terms and conditions based on the performance of the Vendor and HAAD sole discretion. Moreover, HAAD is strategically planning to revamp the current whole system hence once HAAD will commence this new system development project then gradually all the processes listed (refer to appendix) particularly.net and BPM based will be transferred to the new system Project Scope Coverage The proposed maintenance & support services will cover all locations, divisions, departments and sections within the Health Authority including inter-related operations of its external stakeholders such as healthcare professionals, healthcare facilities, healthcare insurance providers, Abu Dhabi Executive council, external healthcare providers and government entities associated with HAAD operations. The vendor is expected to provide their proposal with a defined maintenance services strategy, explicit list of deliverables, measurement metrics and service level agreement(refer to the Appendix V) that ensures guaranteed response and resolution of business application functionality issues, regardless of the nature of problem reported. The scope of work for maintenance services will include the following, but not limited to: Maintenance & Support for the business applications solution of the implemented implemented applications. Provision of on-going configuration, extensions to implementation, integration, tuning, training and enhancements of the implemented business solution. Provision of all maintenance services as per clearly defined service level parameters. Ensure consistent operations and utilization of the business solution implemented.

5 Documentation and records/reports of all maintenance & support services(support tickets) provided. At the end of the project, Supplier/Service provider has to provide the complete database of such support tickets. Help Desk services and operations management for the entire implemented Business Applications solution including associated tools and infrastructure operations, while adhering to access controls and security guidelines defined at HAAD. Perform periodical testing on the effectiveness of the software and monitor its performance. Maintenance of a development/test environment where work can be performed by the services provider without impacting the live production environment, and fully tested applications moved to live production from the development/test environment only under HAAD IT s supervision and approval. Any request for maintenance or change to an existing application, if communicated to the bidder s personnel, must be directed to HAAD s IT department initially who in turn will review it and turn it over to the Supplier/bidder for execution through the bidder s help desk. Strict adherence to HAAD s change management and release policy for application modifications and bug-fixes. **************