Section II: Schedule of Requirements

Transcription

1 Section II: Schedule of Requirements Background UNOPS supports the successful implementation of its partners peacebuilding, humanitarian and development projects around the world. Our mission is to serve people in need by expanding the ability of the United Nations, governments and other partners to manage projects, infrastructure and procurement in a sustainable and efficient manner. Based in Geneva, the Europe and Central Asia Regional Office (ECR) supports UNOPS offices throughout the region through management, financial and programmatic oversight of global and country-specific portfolios, clusters and operations centres, including hosting services; fund and management advisory services; project implementation; procuring goods and services; and managing human resources. Assignment Objective The objective of this ITB is to identify a contractor with whom UNOPS Geneva can establish an LTA to provide Information and Communications Technology (ICT) and Application Development Support Services for day-today operations and specialized project work for UNOPS-and partner s offices in Geneva. The services include the supply of Information and Communications Technology (ICT) and Application Development Support Services for UNOPS in Geneva (Switzerland) as further described in Section IV of this ITB, for the following items: LOT 1 Information & Communications Support and Monitoring Services LOT 2 Application Development and Maintenance Support Services LOT 3 SharePoint Services LOT 4 Hosting Services Based on the results of this competitive bidding exercise, UNOPS intends to enter into non-exclusive Long Term Agreement(s) (LTAs) with the successful Bidder(s) for the supply of an indefinite quantity of the specified products in support of UNOPS operations. In the event of UNOPS signing Long Term Agreement(s), the following shall apply: - Multiple vendor LTAs - The agreements shall be valid for three (3) years, and with good performance of the supplier, the option to renew the LTAs for two additional periods of one (1) year each under the same terms and conditions for a maximum five (5) years. The LTAs would be open to use for UNOPS office in Geneva and other local organization within the United Nations System that wishes to avail of such terms, after written consent from UNOPS Geneva. UNOPS acceptable turnaround for support services (LOT 1) in the following response time: 1. Vendor is expected to address customer concerns, problems and escalations in a timely manner, within one hour response during office hours (Monday to Friday from 07:00 to 19:00 CEST or as agreed upon) 2. For network monitoring and support: 24 hours / 5 days per week - emergency response time guaranteed. 3. Out of hours support should be available based on request 4. Vendor should maintain an automated web-based ticketing system. Example of SLA for tickets, indicating response time based on priority cab be found below: Tickets by Priority Tickets Priority Guideline Initial Response Time to Fix (TtF)

2 VIP VIP is impacted 15 minutes 2 business hours Major business impact Critical Multiple clients restricted 1 business hour 3 business hours No workaround available Client is inconvenienced High Single client restricted 2 business hours 70% 1 business day No workaround available Some operational impact Medium Single client restricted 1 business day 100% 3 business days 95% Workaround available Little business impact Low No restrictions Workaround available 1 business day 100% 5 business days 100% The contractor is required to fully declare and clearly list all its applicable fixed rates for ICT support in its response to this ITB using UNOPS form C (Price Schedule Form). UNOPS requires the contractor to manage on its own any third-party SLAs, vendor agreements, and licensing arrangements that fall under this contract (sub-contractors) on behalf of UNOPS. UNOPS would also like the contractor to be able to provide support and advice for the general improvement and optimization of its IT practices, platforms, and infrastructure. The contractor will assume full responsibility for all contracts and agreements that it holds in its name, even if on behalf of UNOPS. UNOPS shall not be held accountable for any agreements, terms, or conditions in contracts held by the contractor with other parties. As part of the response to this ITB the contractor must include a catalogue listing all the available Microsoft software licenses (Microsoft Office 365 Suite) they can provide and at what price. All prices must include a timeframe of guaranteed availability after which the current pricing from Microsoft will take effect in line with the company s agreement with Microsoft. Specific Requirements, Activities and Key Personnel for each LOT: LOT 1 Information and Communications Support and Monitoring Services 1. Desktop Monitoring and Support (On-Site and Remote / Phone Support) a. Performance of support functions, including but not limited to the installation and maintenance of workstation ICT equipment, PC s, laptops, PDA s, smart phones, printers, peripherals, and office software; diagnosis and correction of application problems, configuring of PC s and laptops for standard applications; identification and correction of user hardware problems, with advanced 1

3 troubleshooting as needed; creation and maintenance of updated images; preparation of workstations; and upgrading of workstations to newer operating systems and applications as required b. Support services to be provided to UNOPS upon request. Service provider must be able to accommodate service provision to new offices that may need setup during the contract period. c. Liaise with other vendors (third parties) as required. d. Vendor should be able to offer remote support via an industry standard tool like TeamViewer, LogMeIn123, etc 2. Management and Maintenance of Microsoft Office 365 (On-Site and Remote / Phone Support) a. Manage and maintain user accounts, including creation, editing and deletion of accounts, reset password, updates, etc. b. Provision and activation of licenses and monitor license expiration as required. c. Coordination of technical support with Microsoft when needed d. Management, support, and utilization of Microsoft Office 365 applications, tools and cloud technology e. Provide training on Microsoft Office 365 applications, tools and cloud technology. 3. Server and Workstation Administrative Services (On-Site and Remote / Phone Support) a. Server monitoring and support and online back-up of all files and Windows System state b. Management of networks and computer systems, including associated hardware, software, communications, and operating systems, necessary for performance, security, reliability, back-up and recoverability of the systems. c. Scheduling of preventive maintenance for equipment in the areas of coverage properly and promptly performed; development of operations and quality assurance for backup plans and procedures are being followed. d. Configuration management, including changes, upgrades, patches, etc. is maintained; management of user login s and password security is documented; and support of software products relating to servers and workstations; timely response to repair and maintenance work for the user. e. In the case of shared infrastructure, work with partner agencies and organisations to ensure smooth operation of the infrastructure. f. Provision of services including but not limited to: Active Directory, DHCP, DNS, and print services including any associated hardware. 5. Network Administration Services (On-Site and Remote / Phone Support) 1. Maintenance, support, and procurement of network equipment, including switches, firewalls, routers, printers and scanners, and other security devices is included. 2. Installation and maintenance of printers, scanners, network devices et al; analysis, routine configuration changes, and installation of patches and upgrades; minor cabling if needed; alert notifications in case of failure of equipment. 3. Proactive monitoring of network equipment, including performance indicators to report on threshold limitations; network performance and capacity management services; continuous troubleshooting are required. 4. Maintenance of network documentation for daily, weekly, and monthly services is required. 6. Security and Backup Efforts (On-Site and Remote / Phone Support) a. Maintenance and procurement of virus detection programs on the servers and user computers and laptops; performance of periodic security audits. 2

4 b. Regular backup, as agreed upon, and in accordance with best practice and any corporate requirements of the cloud-based, server, user-computer, data and information, infrastructure, and the like; program to restore systems and data if servers and/or computers go down, are required. c. Provision for disaster recovery with regular testing. 7. Planning a. Engineering, planning, and design services for major system enhancements and/or upgrades to existing systems; recommendations for future purchasing and technology needs, when requested or necessary. b. Installation of new equipment, software, and transfer existing data when acquired, will be needed. c. Attend meetings for planning or management purposes as required. 8. Other ICT support as requested by UNOPS a. Provide any other ICT support that may be needed to support and improve UNOPS operations, including, but not limited to: a. Support for MAC hardware and software b. Drupal support with regards to updating the website and possible training c. Dropbox support with regards to use of the tool and file management d. Support for office specific IT equipment i.e. projectors, web-cams, speakers, etc 9. Support for PBX/phone/mobile systems a. Provide any support for the design, installation and deployment, including training for phone systems used by UNOPS as requested. b. Provide support for selection, deployment and management of any Mobile Device Management (MDM) solution 10. Support for Video conferencing a. Provide support to video conferencing equipment, setup, maintenance and management b. As requested, provide training on the use of the equipment c. Provide support for other audio/visual setup and applications, including but not limited to: a. Skype for Business b. WebEx c. BlueJeans 11. Documentation a. Prepare and provide any documentation as requested, included but not limited to: a. Schema diagrams b. Training Material and user guides c. DR and Process documentation d. On-boarding and off-boarding The contractor must submit full CVs including technical expertise, certifications held, and years of experience for all staff who are proposed to meet the support needs detailed in this ITB. The following profiles must be 3

5 included and the minimum requirements for years of experience must be met for each staff proposed in each profile: Position Account Manager Project Manager General ICT support Technician Senior Infrastructure Technician Junior Infrastructure Technician Requirement Minimum of 5 years of experience in providing both business analysis and project management services to companies of comparable size. Minimum of 5 years of experience overseeing the delivery of similar IT consultancy services. Minimum of 5 years of experience in IT project management. Previous experience managing projects of a similar nature should be clearly demonstrated by listing three relevant projects managed in the past 2 years. Minimum of 3 years of recent experience providing relevant ICT support. MCP or MCSA certification. MCSE certification is desirable. Have recent experience in providing ICT support on one or more of the following technologies: Windows 10, Office 365, SharePoint, DNS / DHCP / Active Directory. Expertise in all the above listed technologies must be possessed by technicians proposed by the contractor to meet the needs in LOT 1 of this ITB but they may be held by any combination or number of technicians. Minimum of 7 years of recent experience providing relevant ICT support. Hold current relevant certifications in server administration and network administration. Minimum of 3 years of recent experience providing relevant ICT support. Hold current relevant certifications in server administration and / or network administration. LOT 2 Application Development and Maintenance Support Services 1. Custom database development and migration from current platform to a new platform and maintenance of the new database a. Develop a new database platform as requested. b. Migrate data and documents into the new platform as requested. c. Revise/modify/adjust/fix bugs of the database as requested by UNOPS. d. Maintain and monitor the databases and applications. e. Customization of the database upon request by UNOPS. f. Attend meetings for planning purposes 2. Custom website technology development, updates, revisions and maintenance a. Provide support for design, development and maintenance of websites or web-based applications b. Custom/revise/add/remove/modify Drupal functionalities / modules as requested by UNOPS c. Custom/revise/add/remove/modify the website lay-out / design as requested by UNOPS d. Migration of web content from current website to new develop website e. Maintain and monitor the back-end f. Customization of website or web-based applications upon request by UNOPS g. Attend meetings for planning and strategic efforts as needed 4

6 The contractor must submit full CVs including technical expertise, certifications held, and years of experience for all staff who are proposed to meet the support needs detailed in this ITB. The following profiles must be included and the minimum requirements for years of experience must be met for each staff proposed in each profile: Position Project Manager Database Developer Senior Developer Junior Developer Drupal Developer Requirement Minimum of 5 years of experience in IT project management. Previous experience managing projects of a similar nature should be clearly demonstrated by listing three relevant projects managed in the past 2 years. Minimum of 5 years of recent experience developing databases on any of the following platforms: MS SQL Server, Oracle, MySQL. Must hold current certifications in at least one of the above-mentioned technologies. Holding multiple certifications and having the ability to develop across more than one of the above-mentioned platforms is greatly desirable. Minimum of 7 years of recent experience doing relevant development work. Current certification(s) in relevant technologies are greatly desirable. Minimum of 3 years of recent experience doing relevant development work. Current certification(s) in relevant technologies are greatly desirable. Minimum of 5 years of recent experience developing web sites and web applications on the Drupal platform. LOT 3 - SharePoint 3. Custom development of SharePoint, revisions and maintenance a. Provision of SharePoint platform including but not limited to: stakeholder meetings, design, layout, development and maintenance. b. Transfer of data as requested c. Maintain and monitor the back-end of the platform d. Customization of the platform as requested by UNOPS e. Attend meetings for planning purposes as needed The contractor must submit full CVs including technical expertise, certifications held, and years of experience for all staff who are proposed to meet the support needs detailed in this ITB. The following profiles must be included and the minimum requirements for years of experience must be met for each staff proposed in each profile: Position Project Manager MS SharePoint Support Technician Requirement Minimum of 5 years of experience in IT project management. Previous experience managing projects of a similar nature should be clearly demonstrated by listing three relevant projects managed in the past 2 years. Minimum of 5 years of recent experience doing development work on and providing support for the SharePoint platform. Must hold a current MCP or MCSA certification. MCSE or MCSD certifications are desirable. LOT 4 Hosting 4. Websites and databases hosting, domain names management and mass distribution management of UNOPS information a. Manage website and database hosting, including migration from current host company to a new one b. Management SSL certificates related to websites and databases 5

7 c. Manage domain names management d. Manage UNOPS mass distribution lists (e-newsletter and other news circulations). The contractor must submit full CVs including technical expertise, certifications held, and years of experience for all staff who are proposed to meet the support needs detailed in this ITB. The following profiles must be included and the minimum requirements for years of experience must be met for each staff proposed in each profile: Position Project Manager Hosting Technician Requirement Minimum of 5 years of experience in IT project management. Previous experience managing projects of a similar nature should be clearly demonstrated by listing three relevant projects managed in the past 2 years. Minimum of 5 years of recent experience supporting hosted solutions and servers. Current certification(s) in relevant technologies are greatly desirable. Other requirements The contractor shall guarantee permanent availability of human resources sufficient to employ a timely and effective response to user s requests for support. The contractor must state how many staff they employ who are able to provide support for the support needs in this ITB as well as their qualifications and years of experience with respect to the specified support requirement. Management & Reporting All LOTs The contractor s personnel/management will report to UNOPS Management (and the Local IT Manager where appropriate) as necessary. In case of any contractual issues the contractor should refer to UNOPS. LOTs 1, 2, and 3 The contractor must operate and maintain a web-based Helpdesk Tracking system. This solution will allow UNOPS personnel to track all their requests and will generate detailed reports on the work that has been done. The contractor must be able to provide senior engineering and project management support to the on-site technician where appropriate and if needed. In certain cases, problems encountered can be escalated with prior UN approval to more senior personnel at the company. The contractor shall hold regular management meetings and provide regular reports to UNOPS Management (or the Local IT Manager where appropriate) on the activities carried out including, if applicable, the attendance sheets of on-site personnel. This should be done every quarter at a minimum and as often as deemed necessary by UNOPS. The reporting format can be decided on prior to the start of the contract. UNOPS may request the company on ad-hoc basis to provide statistics on its activities under the contract. These shall be made available within a week s time of request made by UNOPS and depending on the level of effort the work may be costed separately. LOT 4 The contractor must maintain a current focal point for UNOPS who can be contacted to request technical support or arrange for additional services for hosted solutions / servers. The contractor should deliver to UNOPS upon request any reports on web-traffic or like statistical information on the hosted solutions / servers. 6

8 Timeframe The agreements shall be valid for three (3) years, and with good performance of the supplier, the option to renew the LTA for two additional periods of one (1) year each under the same terms and conditions for a maximum five (5) years. Budget and Payments The contractor should provide their quotation in line with the financial proposal template included in the returnable bidding forms document (Form F). The payment against the contract will be done upon submission and acceptance of invoices calculated in line with the pre-agreed hourly/daily rate in line with the man hours/days worked in that specific month or project. Any non-recurrent (one-time) costs will be billed and reimbursed on a cost-reimbursement basis based on already proposed catalogue prices. The respective invoices will be submitted to the UNOPS/ Local IT Manager for acceptance before payment is made. 7