ROAD ACCIDENT FUND COMPULSORY BRIEFING SESSION CITRIX SUPPORT SERVICE RAF /2014/ Date: 13 February 2014

Transcription

1 ROAD ACCIDENT FUND COMPULSORY BRIEFING SESSION CITRIX SUPPORT SERVICE RAF /2014/00001 Date: 13 February 2014 Time: 10h00

2 AGENDA 1. Welcome and Introductions 2. Background 3. Purpose of the Bid 4. Evaluation Criteria 5. Pricing 6. Functional Criteria and points 7. Mandatory Criteria 8. Mandatory Documents 9. Disqualification of Bids 10. Submission of Bids 11. Contact details 12. Questions and Answers

3 WELCOME The Road Accident Fund (RAF) welcome all interested bidders to the Compulsory briefing session for the invitation to bid for Citrix 3 rd level support. The RAF team: Mvuyisi Mlandu Mosebetsi Setsubi Gerrit Maasz Lee Zietsman Caston Dutuma RAF - LEGAL RAF - ICT RAF - ICT RAF Procurement RAF - Procurement Page 3

4 Background The RAF requires the support of an experienced CITRIX Support Service provider and CITRIX partner to provide: technical support, address highly critical and complex issues, resolutions, tools, expertise, resolve issues efficiently and effectively. The RAF ICT needs to ensure system operation at all times. With an accredited CITRIX Support Service Provider providing a 3 rd level support for a period of 3 years, this can be achieved.

5 Purpose The RAF ICT needs to effectively maintain and support all CITRIX infrastructures and ensure system stability, system availability and quicker service restoration during system failure. The RAF ICT will offer 1 st and 2 nd level support. A call is first attended by 1 st and 2 nd level RAF ICT support team, if issue cannot be resolved, call will be logged for 3 rd level support. 3 rd level Technical Support team Perform advanced and high level severity issue analysis and resolutions Provide technical leadership for special projects Advise upon design upgrades and architecture revisions Review server performances, environment and make recommendations Ensure technical specifications meet the business needs Page 5

6 SCOPE OF WORK The Third level Technical Support team is to: Perform advanced and high level severity incident analysis and resolutions Provide technical leadership for special projects Advise upon design upgrades and architecture revisions Review server performances, environment and make recommendations Ensure technical specifications meet the business needs The Service Provider will need to include the following requirements: Contracted response and Resolution time Round-the-clock support Back to back support with CITRIX Dedicated Contract Manager Skill competency requirements Special Project implementation: The bidder is required to provide Special Project needs and allocate separate hours for the implementation of the new service improvement initiatives and major crisis solutions. The Statement of work is essential to further break down hours based on the services and project implementation and will be defined at project engagement, should such a need arise. Skills Transfer: The bidder will provide a 3 rd level support mentorship training to the RAF resources for priority calls and the transfer of skill will take place at that time of responding to calls and at project phase. The team will need to work as an integrated team between CITRIX Support resources and RAF ICT resources to ensure that RAF ICT resources can provide on going support after contract closure. The RAF resources are to be mentored as on the job training. Page 6

7 Evaluation Criteria The Bid evaluation will be based on the following: Mandatory Evaluation Compliance Technical Functional Requirement (100 points) Price and BEE Evaluations (90/10 points) Page 7

8 Bid Mandatory Requirements The bidder must provide reference of previous experience and expertise in providing Citrix Support. Please provide a minimum of three reputable, contactable references where similar services were delivered. PLEASE CAPTURE DETAILS ON ATTACHED REFERENCE QUESTIONNAIRE AND PLEASE ENSURE REFERING CLIENTS HAVE PROVIDED THERE CONTACT DETAILS. The Bidder must provide proof that they are an accredited / certified CITRIX partner by providing an official Citrix certification letter confirming status. The Bidder is requested to submit the Curriculum Vitae (CV) of the employee/resource who will be assigned to the project. The CV must provide proof of their Citrix certification and project management experience. The bidder confirms that they have read and understood the terms and conditions set out in the attached Service Level Agreement (SLA). Failure by the RAF and the successful bidder to conclude a contract within thirty (30) days following the issuing by the RAF of the award letter to the successful bidder, will result in the bid being deemed to be non-responsive which will then entitle the RAF, at its sole discretion, to consider other responsive bids and award the tender to another bidder or bidders. Page 8

9 Bid Mandatory Requirements The bidder confirms that they are available 24/7 and that the Response and Resolution Time as set out in the table below, are reasonable and acceptable, based on the priority of the call placed: Response Time Table: Priority Calls Standard operating time table for support. P1 (Critical), P2 (High), P3 (Medium) Page 9

10 Functionality Criteria Round the clock support: The bidder is requested to provide details on how the support will be provided to the RAF in relation to: 24/7 response and Resolution time 5 points On Site Support (During working hours and After hours) 10 points Off Site Support (During working hours and After hours) 5 points Back to Back Support with CITRIX: The bidder will need to have proactive and direct support first hand experience, knowledge of ongoing operations and development The bidder must, in addition, provide updates, releases, advice and make suggestions to RAF ICT to provide first hand software solutions. The bidder must indicate their Citrix partnership status level Page 10

11 Functionality Criteria Contract Management: The bidder must provide a proposal that will provide the necessary evidence on how each deliverable as stated below, will be applied in their contract management methodology. Skill competency requirements: The bidder must have the experience, resources and certification as indicated in order to provide CITRIX support to the RAF. The bidder must indicate the maximum number of years and qualification of the resource who will be assigned to the project. Resource Presentation: The subject matter expert, resource assigned to the project, must present to the RAF the project methodology for third level support based on a scenario that will be communicated by the RAF ICT to the qualified bidders. The bidders will be given three days after notification to prepare. Page 11

12 Pricing Schedule Bidders are required to provide a detailed pricing structure for the solution proposed for 3 rd level Citrix support: Rate per hour for - 24/7 Service Cost Special projects based on bucket hours (60/120/180/360) Pricing to include and be firm for Year 1, Year 2 and Year 3 All prices are to be VAT inclusive and be in South African Rand (ZAR) Page 12

13 Mandatory Documents Original and valid SARS Tax Clearance Certificate Certified copy of VAT registration certificate, if applicable Annual Financial Statements with signed audit report Original certified copies of your CIPRO/CIPC company registration documents listing all members with percentage members interest, in case of a close corporation Original certificate of good standing or proof of application issued by the Compensation Fund (COID) or a licensed compensation insurer B-BBEE certificate by an accredited verification agency (South African bidders only) Confirmation of vendor registration with the RAF, if already registered Schematic representation of bidder structure, indicating holding company, shareholders, members, affiliates, franchisees, etc, as applicable Shareholding / membership breakdown per race, gender and percentage shareholding with shareholders of the bidding company who are not individuals Declaration of interest If the bidder is a joint venture, consortium or other unincorporated grouping of two or more persons / entities, a copy of the joint venture agreement between the members Completed price schedule with detailed breakdown Completed Bidder's Particulars Bid Conditions Signed Instructions to Bidders and any other additional bid requirements, such as proof of certification, etc. Page 13

14 Disqualification of bids Bidders will be disqualified if they fail to: Submit a valid and original tax clearance certificate Complete questionnaires in full Submit true and correct information Comply with mandatory requirements Comply with prescribed response format Submit bid response by the closing date and time

15 Submission of Bid Responses The RAF require that bidders submit bid responses as requested: One original completed and signed bid submission with 3 copies. Bid responses format to be strictly adhered to for easy reference Clearly mark bid submission with the tender number in a sealed envelope. Copies to be marked as original and copy 1 of 3, 2 of 3, 3 of 3. Original signed bid document must not be split and submitted as annexure 1. All additional documentation requested must be clearly referenced and indexed with all pages numbered. When delivering bid submission, please make sure that the name of the company and contact details are entered into the register. The bid submissions will close at the stipulated date and time of the advertised bid and as per the clock at the RAF Eco Glades Reception. Late response will not be considered. Page 15

16 SLA The Fund appoints the Service Provider to provide 3rd level CITRIX support (Deliverables) as more fully detailed in the SLA and Scope of Work: The professional/s to be allocated to render the actual Deliverables shall comprise personnel with the following competence: Qualifications: CCIA / CCEA / CCAA» XenServer 5.6 or higher» Access Gateway 4» Password Manager 4» XenDesktop 4 Enterprise Edition» XenApp (Presentation server 5 and» higher» NetScaler VPX» Provisioning server» Profile Manage» EdgeSight The Fund shall be entitled to, from time-to-time, instruct the Service Provider to provide the Deliverables to any area/region in which the Fund has a presence within the borders of the Gauteng Province. The Service Provider shall provide the Deliverables in accordance with the timeframes specified The Service Provider shall provide all supervision, materials, plant, tools, equipment and facilities necessary to perform the Deliverables in accordance with this Agreement. The Service Provider shall be deemed to have capacity to provide the Deliverables and to have satisfied itself of the conditions and all circumstances affecting the Project Scope, where applicable, and the carrying out of the Deliverables. Page 16

17 Contact Details All queries must be in writing via to No telephonic queries will be accepted All Questions to be addressed at Briefing Session All Q&A details will be published to the RAF website on date The closing date and time of bid is 4 March 2014 at 11am. Tender Box: RAF Eco Glade, 420 Witch Hazel Ave, Centurion

18 Questions and Answers Bidders to ask bid related questions to line management

19 Thank You