Health Authority – Abu Dhabi - HAAD RFP BPA Solution... · Health Authority – Abu Dhabi UAE...

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Bid issue date: October 19, 2009

Deadline of Submission of Proposal: November 08,2009

Health Authority – Abu Dhabi

Request for Proposal (RFP) Tender no.: 12 /Services/HAAD/PT/2009

for Maintenance of the IT Business Applications

HAAD RFP IT Business Applications Maintenance

Tender no.: 12 /S/HAAD/PT/2009 For IT Business Applications Maintenance

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Contents of the Request for Proposal

1 Definitions and Abbreviations 4

2 Introduction 5 2.1 Background 5 2.2 Business Applications Solution Maintenance Objectives 6 2.3 Purpose of this RFP 7 2.4 Structure of Document 7

3 Section A – Instructions to Bidders 8 3.1 Procedure and Deadlines 8 3.2 Packing and Labeling of Proposals 8 3.3 Submission of Proposals 8 3.4 Proposal Contents 9 3.4.1 Technical Offer Contents 9 3.4.2 Financial offer 13 3.5 RFP Terms and Conditions 14 3.5.1 Validity of Proposal 14

4 Section B- The Evaluation Process 21 4.1 Evaluation Criteria 21 4.2 Mandatory Requirements for Evaluation Consideration 21 5.1 Evaluation Procedure 22 5.2 Evaluation Process 22 5.3 Evaluation of Technical offers 22 5.4 Evaluation of Financial offers 23 5.5 Contract Negotiations 23

6 Section C- Current IT Business Applications Environment 24 6.1 BPM Applications 24 6.2 ERP Applications 24 6.3 IT Infrastructure 25

7 Section D- Scope of the proposed maintenance services 26 7.1 Coverage 26 7.2 Scope of Work 26 7.3 Ownership 26 7.4 Business Applications Maintenance and Support 27 7.5 Applications Maintenance by Frequency and Type 27 7.6 Change Control Process 28 7.7 Configuration Management 28 7.8 Corporate Security Standards and Internal Controls 28 7.9 Help Desk Required Services 29 7.10 Required Monthly Reports 30


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8 Section E- Service Level Objectives 32 8.1 Service Credits 32 8.2 Business Applications Infrastructure and Support Services 32 8.3 Help Desk Service Level Requirements 34

8.Section F- Terms and Conditions 36

Appendix A – Bidder’s Profile Questionnaire 37

Appendix B – Business Reference Customers 38

Appendix C – Cost Summary Questionnaire 39

Appendix D - Severity Levels 40


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1 Definitions and Abbreviations The terms used herein this RFP and the subsequent Agreement shall have the following meanings:

Bidder A legal entity entitled to submit a proposal in response to this bid Contracting Authority / HAAD Health Authority – Abu Dhabi

UAE United Arab Emirates Days /Months/Years Calendar days/ months/years

Government Government of Abu Dhabi

RFP Request for Proposal

Services Maintenance, Implementation, Modification, Customization, Integration and Migration & Support Services

Supplier/vendor The selected bidder(s) notified formally to execute the scope of work specified herein this RFP.

Business Applications OpenText / Livelink BPM and Oracle ERP applications

BPM Business Process Management suite of applications consisting of BPM, Document Management System (DMS), Project Collaboration, Search & Classification functionalities

ERP Enterprise Resource Planning (Oracle eBusiness) Applications

CRM Customer Relationship Management (Oracle eBusiness) Applications

BI Business Intelligence applications & tools (Oracle eBusiness)

HAAD Locations All operational locations of the Health Authority in the Emirate of Abu Dhabi


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2 Introduction

2.1 Background Health Authority, Abu Dhabi (HAAD) is a Government Authority for the Emirate of Abu Dhabi with the mandate to regulate the delivery of healthcare services for the residents of the Emirate of Abu-Dhabi.

The primary functions of the Authority are:

• Enhance the quality of the healthcare services, within the Emirate of Abu Dhabi and to develop policies, standards, strategic plans, capacities and service levels;

• Establish and enforce regulations governing all aspects of healthcare provisioning for public and private healthcare facilities through the process of licensing and inspection;

• Issue licenses to all healthcare professionals wishing to practice in the Emirate through credentialing and examination process;

• Regulate the relationship between health insurance providers, healthcare facilities and patients;

• Regulate scope of services, premiums & reimbursement rates of providers and payor

• Determine eligibility, and arrange, for U.A.E. national patients to obtain medical treatment abroad.

Please visit www.haad.ae to understand more about the activities at HAAD

In order to achieve above mentioned primary functions Health Authority has adopted the following strategic directions:

Providing access to affordable healthcare to everyone in the Emirate of Abu Dhabi through the introduction of mandatory health insurance

Ensuring healthcare providers achieve world-class outcomes Maximizing patient safety with respect to all healthcare services and building patient

trust in health system through systematic implementation of standards in both the public and private sectors, inspection against and enforcement of these standards, as well as through promoting participation in established international quality accreditation programs

Expanding medical teaching and training capacities, as well as increasing the number of staff with international qualifications at all levels in the health system

Enabling informed patient choice of healthcare providers based on transparent outcomes data and systematically measured customer satisfaction

Promoting effective steering of patients through the system and efficient use of resources

Promoting health awareness and healthy behaviors through increased screening for diseases, health awareness campaigns, vaccination programs, and other preventative initiatives

Ensuring that the Emirate of Abu Dhabi’s health system is prepared for all foreseeable emergency & disaster scenarios

HAAD has recently implemented an electronic and automated business solution consisting of OpenText/Livelink Suite of applications as well as Oracle eBusiness suite of ERP applications to manage the flow of information within its organization and to enable it to


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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 recently implemented has the following key functionality:

Front End Functionality (Implemented using OpenText LiveLink BPM & associated tools)

Functionality Description

Business Process Management (BPM)

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 the entire business process lifecycle. These processes address the front-office or key business activity at HAAD.

Project Management & Collaboration

Project tracking, Tasks/Activities monitoring, project progress updates, project completion status, Online team collaboration, project/team rooms.

Document Management

Document sharing (documents, emails, faxes, scanned files, etc.) collaboration, versioning, repository, security

Search & Classification

Indexing & Storage, Taxonomy implementation, in-depth search across document repositories and within documents

Back End Functionality (Implemented using Oracle eBusiness ERP applications)

Functionality Description

Finance General Ledger, Accounts Payables, Accounts Receivables, Cash Management, Fixed Assets

HR, Payroll and Administration

Employee Relations, iRecruitment, General Administrative Services, Training & Development, Manpower Planning, Visa Processing, Payroll Calculation

Procurement Purchasing, Tenders, Contracts, iProcurement, Inventory Management

Customer Relationship Management

Customer Service Center, Complaints Handling, Customer Feedback & Improvement

Business Intelligence Complex reporting & analytics, data mining and data warehousing

2.2 Business Applications Solution Maintenance Objectives The Objectives for the maintenance of the implemented IT business applications solution are:

• Enhance internal business process automation and solution utilization • Accelerate HAAD’s ability to exploit application system and technological

improvements coupled with an industry leading approach to manage risks associated with technological change


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• 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 BPA solution • Improve business process efficiencies and productivity • Strengthen compliance to HAAD policies & procedures • Improve knowledge availability, access and utilization • 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 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.

2.3 Purpose of this 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 address the requirements set forth in sections D & E, 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.

2.4 Structure of Document This document is divided into two broad sections:

• The main section addresses the proposal requirements from respondents, the expectations sought from the services proposals and provides background information on the future direction and scope of coverage for the intended utilization of the IT business solution.

• The appendices contain the returnable sections of the proposal, i.e. the specific parts that need to be completed by the vendors and submitted as part of their proposal. Appendices A, B, C, & E seek information about the vendor(s), reference customers, cost implications and Vendor resource profiles respectively.


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3 Section A – Instructions to Bidders Bidder is requested to read the bidding documents carefully to be able to submit a responsive proposal. In submitting the proposal, bidder must respect all instructions, forms, Scope of Work specified herein in this bidding document.

3.1 Procedure and Deadlines This tender process will consist of a number of steps, each of which will help HAAD to gain a more detailed knowledge of the knowledge and maintenance capabilities of the proposing vendors. Each step will also allow the vendors to learn more about HAAD, following are important deadlines that should be respected by all bidders:

Function Dates

Release of RFP October 19,2009

Deadline for submission of clarifications to HAAD (if any) October 25,2009

Vendor Clarification meeting October 28, 2009

HAAD’s response to clarifications raised be bidders (If any) November 01,2009

Deadline for Submission of proposal November 08,2009

Initial evaluation, further discussions, clarifications of responses leading to short list of vendors

November 09-12, 2009

Client reference Visits/Calls November 10-18, 2009

Presentations by short-listed vendors November 10-18, 2009

This time-scale should be regarded as a guide. HAAD plans to adhere to the program defined within the time-scale given above.

3.2 Packing and Labeling of Proposals The proposal should be submitted in the English language. Each submitted proposal must comprise a Technical offer and a Financial offer, each of which must be submitted separately (see clause 03). Each technical offer and financial offer must contain one original, clearly marked "Original", and 2 copies, each marked "Copy”, each set in soft and hard copy. Hardcopies must be in A4 format and need to be properly indexed for easy reading. The softcopy must be provided on CD in Microsoft Office 2003 format.

All proposals and accompanying documentation will become the property of HAAD and will not be returned. No proposal may be modified after the deadline for submission of proposals.

3.3 Submission of Proposals Proposals must be submitted either by recorded delivery (official postal service) or hand delivery directly to the Contracting Authority in return for a signed and dated receipt to the following address:


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Mr. Ali Al-Mazrouei Head, Corporate Support Services P.O. Box 5674, 2nd floor, Corporate Support Services department Health Authority – Abu Dhabi

Proposals submitted by any other means (i.e., fax or e-mail) will be rejected.

Proposals must be submitted using the double envelope system, i.e., in an outer envelope containing two separate, sealed envelopes, one marked "Envelope A - Technical offer" and the other "Envelope B - Financial offer". All parts of the proposal other than the financial offer must be submitted in Envelope A.

Any deviation from these rules (e.g., unsealed envelopes or references to price in the technical offer) is to be considered a breach of the rules, and will lead to rejection of the proposal. The outer envelope should have the following information: a) The address for submission of proposal indicated above; b) The reference code of the bid to which the bidder is responding 12/S/HAAD/PT/2009; c) The name of the bidder

The pages of the Technical and Financial offers must be numbered.

3.4 Proposal Contents

The Technical & financial offer must include the following documents:

3.4.1 Technical Offer Contents Technical Offer should include the following check listed documents and information which are mandatory :

Ser. Document submission title and description

1 Letter of Submission on the bidder’s company letterhead signed and stamped by the person in charge in the company acknowledging accepting of the terms and conditions of this RFP and certifying that all information offered in the submitted proposal are true, accurate, and complete.

3 Table of Contents, including page numbers.

4 • Management summary This section should contain a summary of the bidder’s proposal written for non-technical personnel. The summary may be included in the covering letter, but should define: • the overall maintenance offer including the proposed maintenance services

approach/strategy, manpower resourcing, deliverables, service level agreements (SLAs) and associated support services

• the overall development, implementation & maintenance services experience of the vendor

• explain how the proposed maintenance offering is geared to address HAAD’s operational business requirements and objectives


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5 Copies of the documents showing the organisation chart of the company

6 A power of attorney empowering the person signing the tender and all related documentation

7 Copy of bidder’s UAE valid trade license and Chamber of Commerce Certificate and all relevant Legal registration documents.

Copy of valid trade license and all relevant Legal registration documents for any proposed subcontractor’s (If any).

8 list of the staff proposed for the execution of the contract and to be dedicated to this project, with the CVs of key staff and their roles

9 • Transition approach This section should contain a detailed description of how the vendor proposes to take over service from the incumbent system integrator that has implemented the software. HAAD places great emphasis on ensuring a seamless transition with minimum disruption to business continuity The following should also be included:

• Describe your transition methodology starting with process mapping through to operating the processes? Please emphasise any process re-engineering /optimisation methodology that improves process efficiencies as part of the transition.

• How do you facilitate knowledge transition, acquisition and transfer?

• Describe a typical example, providing indicative plans, activities, management, governance, costs (estimates and actuals) and timescales (include any other items not included here that you deem relevant)?

• What resources would you require from the incumbent during this transition?

• What resources would you require from HAAD during this transition?

• What level of SLA and other performance indicators are maintained during the transition period?

• What set of metrics and acceptance criteria do you utilise to determine completion of transition e.g. document library, configuration management information?

• Describe and instance(s) where transition was effected in an hostile environment. What impact did it have in the context of the preceding question (i.e. plans, activities, management, governance, costs and timescales)?

10 Business references that show that the bidder has a satisfactory performance record in performing projects of similar nature related to health care facilities and laboratories as requested herein this RFP. References can be either copies of Agreements (i.e., pages that shows the agreement and scope of work) or letter of references to demonstrate the bidder’s capability of meeting the project’s requirements. Bidder is required to include details of points of contact (name, address, telephone number, etc.) for such references.

11 • Bidder’s company profile This section contains a profile of the Bidder’s organization and any partners. The following should also be included: • completed vendor profile questionnaire contained in Appendix A. If multiple

vendors are involved in the proposal, then separate questionnaires should be


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completed for each vendor;

• annual report/financial statements - a copy of the latest annual report or company brochure of the vendor(s) involved;

• brief profile of the vendor’s experience in implementing and maintaining similar IT business solutions in organizations similar to Health Authority;

• Proof of authenticity of local vendor’s relationship with the product principal/owner (distributor / reseller / implementer). The local vendor MUST be an authorized local implementation / services partner for the proposed IT business solution in UAE.

• What are the quality processes that are implemented in your organization? How will HAAD benefit from such quality processes?

12 • Proposed services

This section should contain a detailed description of the proposed services. The following should also be included: • Bidder is required to describe its approach for providing the technology services

detailed in section D & E of this RFP. The proposal should concisely communicate the rationale behind the service delivery approach including, but not limited to the applications and technical solution, Service Provider responsibilities, staffing approach, client responsibilities, transition requirements and estimated time frames.

• The more detail that can be provided in terms of the service delivery approach, the better, including comments on problems to avoid and other matters to be considered. Any planning assumptions that the Service Provider makes regarding delivery of services should be described in this section.

• Detailed and measurable service level parameters defining support response times, support mechanisms/processes, and associated maintenance characteristics;

• the completed proposed maintenance resources profiles;

• the completed current maintenance customer profiles as defined in Appendix B;

• any recognition citations / awards received from customers of similar maintenance scope.

13 Where applicable, in case of subcontracting the proposal must include a preliminary agreement or letter of intent stating that all partners assume joint and several liability for the execution of the contract, that the lead partner (i.e, who submitted the proposal by his name) is authorized to bind, and receive instructions for and on behalf of, all partners, individually and collectively, and that the lead partner is responsible for execution of the contract, including payments.

14 • Prime/Sub Relationship Structure and Project Resumes (CVs) • Bidder must provide a resume for each proposed team member for all Prime

Implementation Firms and Subcontractors in this proposal. Include names and resumes for at least two (2) backup project managers and at least one (1) alternate team member for each role as replacements if the proposed individuals


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become unavailable during the support of the project. The Proposer shall provide as much information as possible regarding the length of employment at current and prior employers, qualifications, titles, years of experience, certifications and training, including relevant continuing professional education, for the specific staff to be assigned to this project. Include a description of all comparable projects on which each proposed team member has worked, their role in the project, their time spent on the project, and at least two (2) reference contacts for each proposed team member.

• Resumes / CV’s of the vendor’s proposed maintenance / service team members based in UAE who are on the full time payroll of the vendor’s organization.

15 Unconditional Bid Bond issued from one of the UAE banks

• Maintenance Services details

The proposal submitted should include:

• Maintenance strategy, approach and action plan

• Service Level Agreement

• Basis for estimates

• Assumptions

• Deliverables

• Exclusions, if any

• Vendor’s resource requirements

• HAAD expects the vendor to provide full details of its Service Management including all aspects of managing the service provided to HAAD. Please specifically provide provide for:

• SLA Event Monitoring • Issue Management • Risk Management • Contract and Budget Management • Knowledge Management • Service Reporting • Client Satisfaction Reporting • Describe how you will report programme / project progress, status and track

budgets. Provide populated samples of the standard reports.

Vendors are encouraged to provide a detailed maintenance strategy covering all aspects of the expected deliverables of this RFP.

• Reference Customers

Vendors are requested to complete Appendix B and to provide, ideally, three (3) reference sites, which can be contacted or visited for reference purposes. Preferably, the vendor should have implemented/maintained the proposed IT business application/software solution in at least two


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(2) of their existing customers in UAE. At least one of these two (2) customers should be in government or semi-government organizations in UAE.

• Subcontractor(s)

The Bidder shall list the name, address and state of incorporation of each Subcontractor (it any) that is proposed to be used in providing the required products and services. In case the Authority consents to the subcontracting, the SUPPLIER/SERVICE PROVIDER shall be fully responsible for any part of the GOODS/SERVICES supplied/performed by his sub-contract and for their acts and omissions and those persons either directly or indirectly employed by them to the same extent as he shall be for the acts and omissions of persons directly employed by the SUPPLIER/SERVICE PROVIDER.

3.4.2 Financial offer

• Proposed Costs The bidder should provide in the financial offer the schedule of costs associated with the maintenance of the IT Business solution based on the scope of work defined in Section D & E. The following should also be included: • Cost of any required software licenses or hardware/infrastructure required for maintaining

the IT Business solution based on vendor’s strategy for maintenance;

• The location scope for the maintenance services will be the main HAAD facility and all other operational facilities in Abu Dhabi, and end user support at remote offices e.g. Munich, Germany;

• Completed cost summary questionnaire contained in Appendix C;

• Maintenance and Support costs for the implemented solution must include one and three years support services for all deliverables, on-going maintenance, integration, customization, training and support services and all other associated costs deemed necessary for full and comprehensive support for a period of one and three years from date of commencement of the maintenance services.

Note: It is the Bidder’s responsibility to examine the RfP’s requirements in preparing and submittin complete financial proposal covering all the required services requested herein this RfP . Please Note:

• All prices must be in UAE Dirhams (AED).

• The maintenance & support costs should be inclusive of all the out of pocket expenses (such as travel, accommodation, per diem etc) and any ongoing expenses incurred by the vendor.

• Costs must be submitted in a separate sealed envelope, clearly marked “Commercial Proposal – Maintenance of a BPA solution” and these should be provided in the formats provided in Appendices M and N in this RFP.

The vendor should be ready to work with HAAD's IT and Project Management and Quality Assurance teams, to validate the support services are of agreed standards.


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• Bid Bond The bidder must submit a bid bond of amount of 2% in the financial offer. The bond shall be unconditional, valid for 120 days starting from the closing date of proposal submission and addressed to the Health Authority – Abu Dhabi. Priority for issuing the Bid bonds should be from Abu-Dhabi Banks. The bid bond will be returned back to bidders after the completion of the evaluation and awarding processes are completed.

• Performance Bond The awarded bidder shall submit a performance bond issued by a bank operating in the UAE for an amount of 10% of the Project value to be submitted within 10 days from signing an agreement, which shall be provided to the vendor within 14 days following the Contracting Authority’s acceptance of the complete delivery of services. The performance bond will be retuned finally to the supplier after the end date of the services.

• Penalties If the vendor fails to provide appropriate services, as a result of shortcomings identified on behalf of the vendor, within the agreed time frame between HAAD and vendor, then the vendor shall be liable to pay to HAAD a sum equivalent to 1% of the Contract Valuefor each week of delay up to a maximum of 10% of the agreed services fee. This sum may be deducted by HAAD from the vendor’s remuneration, but shall not relieve the vendor from any of the responsibilities and obligations as per the agreement that will be signed between HAAD and the vendor.

3.5 RFP Terms and Conditions Failure to accept the terms and conditions of the RFP at the time of award may result in HAAD giving the award to the next bidder, and confiscation of the bid bond.

3.5.1 Validity of Proposal Proposals must remain valid and open for the acceptance of HAAD for 120 days from the RFP closing date. Proposals specifying a shorter acceptance period will be considered a non- responsive proposal.

• Incomplete and Late Offers: Incomplete and late proposals will not be accepted. It is the bidder’s responsibility to ensure that the proposal is submitted complete, on time and in accordance with the RFP terms and conditions. Late proposals shall be returned back unopened.

• Inquiries/Clarifications Bidders may submit questions in writing through e-mail to the following addresses before the date specified above and before the deadline for submission of proposals. Att.: :Ms. Dina Mohsen Procurement Officer Health Authority – Abu Dhabi Fax no. : +971 2 4496969 Email: [email protected]

C.c to : Mr. Paul D’souza Project Manager – Special Projects Health Authority – Abu Dhabi Fax no. : +971 2 4496969 Email: [email protected]


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Any clarification to be issued by the contracting Authority will be communicated in writing to the concerned bidders at the date specified above before the deadline for submission of proposals. No further clarifications will be given after this date.

No clarifications will be addressed if received after the due date. Your questions must be precise and must give reference to the related section of the document.

Any prospective bidders seeking to arrange individual meetings with the contracting Authority concerning this RFP during the bidding period may be excluded from the bidding procedure.

• Alteration of Proposals Bidders may alter their proposals by a written notification prior to the deadline for submission of proposals stated in this RFP. No proposals may be altered after this deadline.

• Eligible Bidder Bidders considered eligible to submit proposals are defined as the entity/organization that is legally registered to do business and can provide a valid certificate of legal registration/trade registration license. Vendors are allowed to participate in this RFP provided that they are represented locally / regionally by a representative/agent/sponsor and are registered in the UAE. The Commercial Registration Certificate and Chamber of Commerce membership certificate should be provided with the proposal.

• Costs for preparing proposals Under no circumstances will HAAD be liable for any costs incurred in connection with the preparation and submission of proposals even if the Contracting Authority decides to reject all the proposals or cancel the bid.

• Clarification During the evaluation process, HAAD may request additional information from bidders if it is necessary for further clarifications in regards to the submitted proposal.

• Amendments During the proposal submission period, if the Contracting Authority decides to modify/ change any requirement/s of the RFP, the modification/s shall be released through the issuance of an amendment to the RFP. Any amendment will be issued in writing and will be communicated accordingly.

• Confidentiality The entire evaluation procedure is confidential and all proposals are for official use only and

may not be communicated neither to the bidders nor to any party other than the Contracting Authority.

• Ownership of Proposals The Contracting Authority retains ownership of all proposals received under this bidding procedure. Consequently, bidders have no right to have their proposals returned to them.


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• Bid Cancellation HAAD has the right at any stage in the bidding process to cancel the whole bid without the need

to give a justified reason to any of the bidders. Bidders will be notified in writing of the cancellation by the Contracting Authority.

• Disclaimer/Qualification

HAAD is under no obligation to give reasons either for accepting or rejecting any proposal or to proceed with the project or engage in negotiations with respect to subsequent application, implementation and integration procurement services.

• Confidentiality of information

This RFP and all materials issued by HAAD must be considered confidential. The vendor shall not forward this RFP to any third party for evaluation or for any other purpose without the express written consent of HAAD. Any reproduction by photographic, electronic or other means is permitted only for the purpose of preparing a response. If the vendor does not wish to respond, it shall return the RFP in its entirety, to HAAD. The vendor shall not disclose any information concerning this RFP to anyone, other than the vendor’s employees and officers directly connected to responding to this RFP.

Furthermore, the successful vendor must undertake not to make any reference to HAAD in any literature, promotional material, brochures or sales presentations without the express written consent of HAAD. Any confidential material submitted by the vendor must be clearly marked as such.

HAAD expects all participating vendors to submit a Confidentiality Undertaking as defined in Appendix E.

• Vendor Assumptions

Any assumptions made by the vendor during the preparation of this proposal must be included in the proposal as a clearly marked statement indicating the vendors’ assumptions.

• Vendor Responsibility It is the vendor’s responsibility to provide all necessary services, information and documentation to ensure timely maintenance services. The Vendor will also be responsible for the re-configuration, coding structures and schemes re-design, additional customization, training, integration, migration, report generation, roll-out and support to meet HAAD’s additional operational requirements. • Custom Duties In connection with the Cost Appendices, the vendor shall particularly take into account the following requirements:

Costs and expenses for provision of any item to be required for procurement or incorporation into the work under the Contract shall be calculated on the basis of delivery of them into and at the site(s) of such work in the UAE, ready for these purposes. Accordingly, these costs and expenses shall be inclusive of, among others, custom duties that may be levied by the UAE in


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respect of such things to be imported from outside the UAE and shall be paid by the vendor for his account, when so levied.

• Proposal Authorization

The proposal should be signed by the vendor or a person or persons duly authorized to bind the vendor to the agreement. The letter of authorization shall be signed and stamped by duly legalized power of attorney. All of the pages of the proposal, except the unnamed printed literature, shall be initialed by the person or persons signing the proposal.

Any interlineations, erasures or overwriting shall only be valid if they are initialed by the signatory(ies) to the proposal.

• Contract Approval

HAAD shall have direct access to personnel of the selected Bidder who has full authority to make commitments on behalf of the Bidder. The Bidder shall include, as part of their proposal, any restrictions under which their primary negotiations will operate. • Letter of Award The successful vendor will be advised of selection, through the issuance of a "Letter of Award" issued from HAAD. • Proposal Correspondences The Bidder should provide a single point of contact to which all issues/correspondences can be escalated / communicated. All correspondence should be addressed to the contact identified in this RFP. • Logistics Preparations After awarding, the selected vendor will be responsible for providing his own equipment, secretarial and other resources, insurance, medical provisions, visas and travel arrangements. HAAD will take no responsibility for any project team member / resources either within the UAE or during travel to/from the UAE.

• Importance of Proposal

The provisions of the proposal shall be considered as a part of any agreement and shall be considered as vendor obligations in the event that the RFP was not mentioned explicitly in the agreement. The proposal should be organized in the same sequence as stated in the RFP Response Format and Content in this RFP.

• Right to Accept

HAAD reserves the right to award a contract in respect of the required services/products to any vendor or award contract(s) to different Bidders for the different services of the project or to one Bidder for undertaking the project in its totality.


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• Right to Reject All Proposals

HAAD reserves the right to reject any and all proposals or components of the proposals and to waive minor irregularities. HAAD further reserves the right to seek new proposals when such a procedure is reasonably in the best interest of HAAD to do so.

• Right to Re-tender

HAAD may, at its discretion, re-tender this RFP without giving reasons to bidders.

• Right to Change Project Team • The vendor shall be responsible for the performance and behavior of his project team, while

they are acting in the RFP process.

• The vendor may change any member of its project team only with prior agreement from HAAD.

• HAAD shall have the right to object to any person engaged as part of the project team of the vendor or of a sub-contractor “without giving any reason”. The vendor shall then promptly remove forthwith or arrange for the removal forthwith from the site or HAAD premises or the premises where work for HAAD is being carried out of any such person and replace him or arrange its replacement with another.

• Such objected person shall not be reassigned again to the project without the permission of HAAD.

• News Release or Advertising Use

News release or advertising pertaining to this project shall not be made without prior written approval from HAAD.

• Withdrawal of Proposal

Vendors may withdraw a proposal that has been submitted at any time up to the proposal closing date and time. To accomplish this, a written request signed by an authorized representative of the Vendor must be submitted to HAAD. After withdrawing a previously submitted proposal, the Vendor may submit another proposal at any time up to the proposal closing date and time.

A withdrawal notice may also be sent by fax, but it must be followed by a signed confirmation copy, postmarked not later than the deadline for submission of proposals. The notice of withdrawal shall bear the contract name “Request for Proposal for IT Solution Project” and the words “Withdrawal Notice”. Proposal withdrawal notices received after the proposal submission deadline will be ignored, and the submitted proposal will be deemed to be a validly submitted proposal. No proposal may be withdrawn in the interval between the proposal submission deadline and the expiration of the proposal validity period.

• Ethics Compliance

All vendors and their employees shall comply with the requirements of laws, rules and regulations establishing ethical standards for the conduct of business in the UAE, and all the rules and regulations specific to HAAD. In signing the proposal, the vendor certifies full


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compliance with those provisions for any present or future dealings, transactions, sales, contracts, services, offers, relationships, etc., involving HAAD and/or its employees. Failure to comply with those provisions may result in disqualification from the solicitation process, termination of contract, and/or other civil or criminal proceedings as required by law.

In pursuance of this policy, and for the purposes of this provision, the terms set forth below are defined as follows:

“Corrupt Practice” means the offering, giving, receiving or soliciting of any thing of value to influence the action of a public official in the procurement process or in contract execution; and “Fraudulent Practice” means a misrepresentation of facts in order to influence a procurement process or the execution of a contract to the detriment of government of UAE, and includes collusive practice among Vendors (prior to or after proposal submission) designed to establish proposal prices at artificial non-competitive levels and to deprive HAAD of the benefits of free and open competition.

• Contingency Fees

Each vendor certifies, by the submission of a proposal, that no agreement has been made to pay any Company or person any fee, commission, percentage, or brokerage fee contingent upon or resulting from the award of the contract.

• Force Majeure

"Force Majeure" means any unforeseeable event, exterior to a party and beyond its control, which prevents it from performing its obligations hereunder, If either party is prevented from performing any of its obligations under the RFP process by Force Majeure, then he shall promptly notify the other party of the circumstances constituting the Force Majeure and of the obligations performance of which is thereby prevented, and the party giving the notice shall thereupon be excused from performance or punctual performance, as the case may be, of such obligation for so long as the circumstances of prevention may continue.

The party who invokes Force Majeure shall exercise all due diligence to minimize or eliminate the hindrance or the condition created by Force Majeure, which prevents the performance of its obligations.

• General Terms • The vendor must not cross out any clause contained in the RFP, and may not make any

alteration whatsoever to the RFP. Soft copies of the RFP are enclosed to facilitate responses in consistent format.

• Proposal will be accepted only from vendors who have been officially invited to respond to this RFP.

• Vendors must clearly state the total proposal value in figures and words on the Commercial Proposal Summary page.

• HAAD may request additional information from vendors at any point during the proposal evaluation process.

• HAAD will decide on award of the contract at its discretion, while the price quoted by each vendor is not necessarily decisive for HAAD to select the successful vendor.

• No vendor shall have the right or be allowed to make any claim to HAAD regarding its decision on award for any reason, and HAAD shall never be obligated to explain to any


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vendor the reason of his being not awarded the Contract or its evaluation of any proposal or decision on the award.

• Since the project will be executed in the UAE, the contract will be governed by and subject to the laws of the UAE and any dispute which may arise in connection with the execution and interoperation of the contract shall be referred to the competent courts in the Emirate of Abu Dhabi for consideration and settlement in accordance with the applicable laws and regulations. This requirement will be applied to all local and international vendors.

• The contract will be subject to UAE Income Tax laws, if any.

• The Vendor accepts to comply with all other related legal provisions, whether explicitly stated in this RFP or otherwise.

• Each vendor should acknowledge his receipt of the RFP and its addenda. Each proposal should contain an acknowledgement of receipt of all Addenda to the RFP. Vendors must sign and stamp the received RFP and return it with their proposals

• Agreement Payment Terms

Agreement payments will be distributed across the successful submission and acceptance of the deliverables and milestones defined in the scope of work and as specified in the agreement, and these would be negotiated with the successful vendor during the contract negotiation stage.

• Request for Presentations and Site Visits

HAAD might need to request from vendors to present their maintenance services offering and implementation capabilities, references etc or to arrange for site visits to discuss successful projects implemented and maintained by the vendor. All such visits will be the responsibility of the vendor and all arrangements, travel, stay, expenses towards such visits anywhere in the UAE or elsewhere will be directly borne by the vendor.

• Adherence to HAAD Standards

HAAD has set technical standards that the successful vendor should adhere to where HAAD would be responsible for the review of all deliverables and the sign-off on all payments.

• Insurance to be taken by the vendors

The (successful) vendors shall take out and maintain, at their own cost, insurance against the risks, and for the coverage of its liabilities. HAAD shall not take any responsibility for any risks that have been caused or any damage that arise during the execution of this project.


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4 Section B- The Evaluation Process

4.1 Evaluation Criteria The objective of the evaluation process is to select a reliable and experienced vendor, capable of providing quality and responsive maintenance services to support the business objectives and sustain normal business operations.

Based on these objectives, the following criteria will be used to evaluate each submitted proposal (proposed solution) in response to this RfP:

Vendor Viability Vendor Capability

• Financial Capabilities • Product and industry commitment • Breadth and location of installations • past experience of offered resources

to support implementation & maintenance needs

• Customer business references • Compliance to RfP’s terms and

requirements • Ability and commitment to form a

close working relationship with HAAD

• Product certifications of employees • Employee Skills & Experience • Maintenance strategy • Services Management capabilities • Service Improvement Plans • Customer satisfaction index • Ability to demonstrate year-on-year savings • Local/localized including language support

availability • Risk Management and solutions for facing

business challenges and obstacles

Financial proposal Service Execution

• Maintenance Services costs • Miscellaneous (other) costs • Total Costs

• Maintenance Services Management Approach

• Transition Management Approach • Maintenance Management Organization • Proposed coverage of Maintenance services • Proposed adherence to service level

objectives

4.2 Mandatory Requirements for Evaluation Consideration 5 Only proposals that meet all of the Mandatory Requirements for Evaluation Consideration

will be accepted.

Mandatory Requirements

• The successful bidder entity must have executed at least 2 ERP, BPM implementation projects meeting all of the following requirements:

• Implemented the same software being used at HAAD in both front and back end for large entities in UAE or GCC and with at least 300 employees


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• Two or more implementations was completed within the past 3 years

• Two or more implementations was completed using the proposed software’s version or an earlier version of the proposed software released within the last 2 years (completed means all core functions were implemented as implemented at HAAD and the software is still being used by the client)

• The process of implementation complied with all federal regulations pertaining software accessibility and was culture sensitive.

5.1 Evaluation Procedure Bidders will be evaluated based on their proposals submitted and responses to clarifications issued, if any. The final evaluation may include reference calls and site visits to selected customers’ business references with comparable implementations. After careful consideration, the Bidder that offers the most appropriate and cost-effective services, implementation strategy and the best commitment to support HAAD through the IT solution utilization will be selected. The maintenance services will commence upon successful negotiation of a formal contract between HAAD and the selected Bidder.

5.2 Evaluation Process The evaluation process aims to select the responsible bidder whose proposal and credentials are technically superior and at reasonable fixed cost. HAAD will shortlist proposals received for detailed technical evaluation based on the following key characteristics:

• Proposals must be received from reputed implementer / maintenance services organizations who have been in the specific business of implementation/maintenance of the listed Business Applications for the last 4 years, and who possess the capability to execute similar maintenance services, involving front end & back end applications and required integration.

• Proposals must reflect the vendors experience in successful transition of service from third-party suppliers and delivering maintenance & support services for a minimum of 3 (three) live client references with similar application implementation profile as HAAD business requirements.

• Proposals must clearly also indicate the relationship between application product vendors and the SI / Implementer. Such relationships should at least be in place for the last 3 years, and must reflect the knowledge, skills and certifications required to implement & maintain applications in client environments

Only those proposals that qualify in the short listing phase will be considered for further evaluation.

5.3 Evaluation of Technical offers The quality of each technical offer will be evaluated in accordance with the evaluation factors specified in here in this bidding document. No other award criteria will be used. The award criteria will be examined in accordance with the requirements indicated in the RFP. Only proposals that reaches 70% or more of the overall scoring of the technical criteria will be considered for financial evaluation.


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5.4 Evaluation of Financial offers Upon completion of the technical evaluation, the financial offers of those bidders who passed the technical evaluation stage will be opened.

5.5 Contract Negotiations At the completion of the selection process, HAAD will negotiate and agree technical, commercial and legal terms with the short listed bidders so as to draw up a formal agreement. The final agreement must stipulate that the application software and the recommended hardware configuration specified will satisfy the functions as stated in the RFP. Vendors should also be aware that the following documents would be included as attachments to the final contract:

• this RFP

• the vendor’s proposal and attachments

• any other correspondence in terms of emails, letters and faxes that may be used to convey clarifications, commitments or requirements between HAAD and the selected Bidder.


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6 Section C- Current IT Business Applications Environment

6.1 BPM Applications

The following table lists the current BPM suite of applications implemented at HAAD:

Sr Application Component Version 1 LiveLink BPM

10.0.1 2 LiveLink User Management 3 LiveLink Process Designer 4 LiveLink Process Administrator 5 LiveLink Web Connector

6.2 ERP Applications

The following table lists the current ERP applications suite implemented at HAAD:

Sr Application Component Version 1 General Ledger

Oracle E-Business Suite Rel 12.1.1

2 Accounts Payables 3 Accounts Receivables 4 Cash Management 5 Fixed Assets 6 iProcurement 7 Purchasing 8 Sourcing 9 iSupplier Portal 9 Inventory 10 Core HR 11 Self Service HR 12 iRecruitment 12 Oracle Learning Management 13 Absence Management 14 Payroll 15 Teleservice 16 iSupport 17 Scripting 18 Oracle Business Intelligence Enterprise Edition


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6.3 IT Infrastructure

The following table lists the current IT Operating Infrastructure environment in operation and used for BPM & ERP applications implemented at HAAD:

Sr Infrastructure Component Version 1 SUSE Linux (Novell) 10 2 Windows Server Operating System 2003 3 Oracle Databases 10g 4 Toad 9 5 HP Intel Blade Servers in a clustered & load balanced

environment with Production & Test environments

6 HP SAN Storage EVA4400 7 HP LTO-4 Ultrium Tape Library with HP Data Protector MSL6030


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7 Section D- Scope of the proposed maintenance services

7.1 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.

7.2 Scope of Work The vendor is expected to provide their proposal with a defined maintenance services strategy, explicit list of deliverables, measurement metrics and service level agreement 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:

• Maintenance of the business applications solution using installed & implemented software.

• 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, minimum scope as defined in Sections D & E.

• Ensure consistent operations and utilization of the business solution implemented.

• Documentation and records/reports of all maintenance services provided.

• 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.

• Create a development environment where work can be performed by the bidder offline, while finished applications can be deployed in the HAAD’s live system under HAAD’s IT supervision and approval only.

• Any application request or change on an existing application must be directed to HAAD’s IT section initially who in turn will review it and turn it over to the bidder through the bidder’s help desk.

7.3 Ownership Ownership of all delivered services, procedures, processes, enhancements / customizations as part of vendor provided services will remain with HAAD, and the vendor is expected to work very closely with the HAAD business users and IT personnel in the maintenance, design, deployment, implementation, integration, documentation and system handover processes.


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7.4 Business Applications Maintenance and Support Information provided in this section describes the minimum activities that HAAD would consider to be included by the Service Provider for Application maintenance and support. Service Provider should include all third party applications that are part of HAAD’s Business Applications footprint that would be included as part of the minimum support. Service Provider should state additional services, not listed below, that would be considered part of the minimum support and additional services that HAAD might desire, which would be in addition to the minimum support.

• Instance cloning and refresh, including maintenance of Development, Testing/AQ,

Production environments

• Patch applications (required and/or requested)

• Product vendor provided application patch releases

• Database administration and upgrades

• Performance and tuning activities

• Start-up and Shut-down procedures

• Instance bounce

• Modifications / Enhancements to forms, reports, queries, data transmissions

• Break / fix on RICE (Reports, Interfaces, Customizations, Extensions) components

• Product and third party application functional support

• Configuration requests

• User profile requests

• Enhancements/Modifications code and RICE component migrations

• Applications and Interface support and Maintenance

• Custom developed application components that complement the overall business application solution

• Job scheduling (eg. Oracle eBS concurrent manager, Operating System)

• Monitoring of jobs for pro-active response on job failure, notification to user for resolution or re-running of job, etc. (Interfaces / Web Services/ Windows Services / FTP processes)

7.5 Applications Maintenance by Frequency and Type • Provide a description of the minimum required maintenance and support activities by

frequency and type, included for Business Applications.

• State the Service Provider lead time requirements for each of the minimum required list of activities as noted in 6.4.


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7.6 Change Control Process • For application management, including changes to configurations, user profiles,

enhancements, modifications, etc., state the specific tools, methodology and approval process on change control requests. State Service Provider procedure for addressing HAAD’s ability to review and approve all (HAAD initiated and Service Provider initiated) changes within the applications or infrastructure.

• State if Service Provider will provide HAAD an impact analysis on requested changes to the system, including the specific functional areas for user acceptance testing.

• State Service Provider policy as it relates to client testing prior to migration to the production environment.

• State how emergency change requests will be managed compared to the standard change control request process.

• Service Provider to provide a definition of emergency change requests.

7.7 Configuration Management HAAD considers configuration management as front end changes to the Business Applications system, normally accessed via the setup menu function. Examples would be user profiles, responsibilities, system security, segment requests, set of books, orgs, business units, inventory orgs, etc.

• State the circumstances where HAAD would be provided access to make Business

Applications configuration changes in all production and non-production instances.

• State the environments HAAD would have access to perform testing, proof of concept, configuration change impact analysis, etc.

• State, if both Service Provider and HAAD have access to make changes, how the changes to the environments would be tracked to resolve issues or to update configuration support documents.

7.8 Corporate Security Standards and Internal Controls • Provide a description of your established IT control framework (ITIL, etc.) utilized

in a typical IT environment maintained by your organization.

• State your expectations and the responsibilities of your clients as it relates to maintaining compliance with the established policies and procedures governing your established control & maintenance operations environment.

• State your policy as it relates to the clients’ right to audit with both internal and external audit resources to ensure compliance with internal controls.

• Highlight restrictions placed on such engagements.

• Include details on incident classification, associated response times, alert management, and client notification process.

• Describe your process for preventing unauthorized back-end changes to production data.


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• Describe your process to address protection of data from exposure or change during transmission within the internal or external network.

• Describe your process to address protection of data from unauthorized disclosure.

• Describe how you address Business Applications application configuration changes

• Describe how you address Credential Management (i.e., Uniqueness of ID’s, password complexity, password change requirements, session restrictions, etc.).

• Describe how you address application patch management.

7.9 Help Desk Required Services The scope of required services as it relates to the Business Applications Help Desk is to provide comprehensive support services.. This includes level two application support services.

HAAD requires the Service Provider to provide consistent process and procedures to support its overall help desk requirements. This includes common call flow and problem management procedures as well as service level objectives tied to business needs. This will enable HAAD to provide help desk and desktop support functions that are responsive and ensure that calls are properly serviced.

To support this objective the Service Provider will establish a single contact telephone number to provide direct access to the Systems Help Desk services. This single point of contact should integrate system administrators and operation centers for all services furnished or managed by the Service Provider, or by any third parties providing services under contracts over which the Service Provider has service responsibility. The technologies utilized by the Service Provider should provide the ability to route calls to the appropriate group based on skill level required for problem resolution. The Service Provider ‘owns’ the customer relationship on a per-problem basis and manages customer expectations and the problem resolution efforts required to effect resolution within those expectations.

HAAD requires that Service Provider implement a uniform call flow process and a robust call management system capable of collaboratively managing problems globally via a problem management tool (i.e. Remedy) with capability for HAAD personnel to easily perform daily ad hoc querying and reporting from the headquarters facility. The system must have the capability to receive service and update requests via e-mail, Internet and Intranet and to customize SLA alert levels with automatic notification and escalation (including e-mail and/or pager) to specified personnel when service level objectives are missed or are about to be missed. The system must also be integrated with change management, asset management, problem management tools and problem escalation.

The Service Provider can, at its discretion, and with prior approval from HAAD, consolidate the Business Applications Help Desk operations into a single enterprise help desk. This can be done only if proper call routing is established, required skill levels are maintained and service level objectives are met on a consistent basis. In addition, the Service Provider is required to provide the following:

• Appropriate resources, reports, tools, procedures and management methodologies to

manage, monitor and support all Business Applications Help Desk problem


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resolutions, new initiatives, continuous improvement methodologies, and growth requirements.

• Comprehensive problem management processes and procedures to support and maintain HAAD end users including trouble-shooting, problem tracking, escalation and problem resolution procedures.

• Monitor the nature and frequency of calls in order to; discern patterns of activity, conduct root cause analysis, identify areas for additional training and identify application program fixes. The Service Provider will prepare and distribute short, concise support bulletins that provide information to end users on commonly and frequently asked questions.

• Service Provider shall provide the capability to remotely access desktops when responding to help desk incidents. The capability to remotely access end user workstation to perform file management, application assistance, and other actions deemed necessary to close help desk incidents.

• Notification and escalation to HAAD management utilizing Service Provider supplied problem management procedures, methodologies and tools when a HAAD hardware/software failure cannot be resolved in a timely fashion (as defined by service levels)

• Prepare detailed and summary reports concerning the cause, frequency, and location of trouble calls received to the Help Desk containing call and ticket metrics to be used to track issues and service level targets. Reporting will be weekly, monthly, quarterly, and annually as required. Additionally, HAAD shall have direct on-line access and query capability to Help Desk data concerning HAAD activities.

• Installation and updating both environments’ security software, assigning and resetting passwords, researching system security problems, processing HAAD approved security requests, and performing security audits to ensure quality help desk security procedures

• Adherence to HAAD IT Operations defined security and access controls and monitoring requests and communicating to HAAD IT personnel responsible for part or whole of the scope of services.

7.10 Required Monthly Reports • Application utilization statistics (eg. Process/module names, no. of transactions

executed, process execution time metrics, delayed processes, abandoned processes, etc.)

• Number of Calls, Number of Problems Logged, Average Speed to Answer, Abandon Rate

• Percent within objective for measured service levels

• Exception reports to detail incidents of missed service levels

• Number and age of open incidents in problem management system

• Calls by Problem Type total and by month

• Average resolution time by call type and by agents

• Calls closed within established service level

• Incidents reopened due insufficient resolution


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• Incidents reported for user access resetting, violations

• List of top chronic issues by location

• Monthly Trend Report

• Call Distribution by Day and Hour


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8 Section E- Service Level Objectives This section of the RFP presents a series of service level objectives organized by service areas. It is also assumed that the Service Provider has developed, based on experience, a common set of service levels to manage the client relationship within each of the required service areas. When responding to the service level requirement the Service Provider should respond to each of the HAAD requirements as listed. If the Service Provider feels that a particular service level objective is unrealistic the rationale for the assessment should be noted along with a proposed alternative service level objective. The Service Provider should also append its set of proposed service levels and recommended service level objectives to each section. Attention to the area of service level management will be heavily weighted in the HAAD evaluation criteria.

8.1 Service Credits HAAD understands and strongly supports service level management as a tool to meet its business applications processing requirements and to manage the outsourcing relationship with the Service Provider in a constructive and mutually beneficial manner. HAAD will negotiate an appropriate structure for the application of service credits for missed service level objectives with Service Provider(s) that is consistent with actual business risk and service delivery requirements. The intent of the service credit provision is to provide an incentive to the Service Provider to exceed expectations rather than penalize poor performance. HAAD and the Service Provider will jointly identify key performance indicators within each service area from the list below and will negotiate a credit structure for performance exceeding service level objectives.

8.2 Business Applications Infrastructure and Support Services

System Administration & Management 1. Service Provider will provide System Administration and Technical Support

coverage Sunday through Thursday to support HAAD operations with the exception of HAAD holidays. On-call coverage will be provided for all other times.

2. Scheduled maintenance to systems will be performed during approved windows. Currently Thursday’s from 10:00 PM to Saturday’s 10:00 PM UAE time. HAAD through the change management process must approve scheduled maintenance activity during these times.

3. Service Provider will maintain procedural documentation for all services provided in the system administration area as well as device inventories, configurations, connectivity diagrams, software inventories, etc. Service Provider will review and update documentation on a monthly basis and provide HAAD with both hardcopy and electronic access to documentation.

4. Service Provider will distribute within 30 days after approval from HAAD new software releases that are required for the delivery of new/enhanced or more reliable services.

5. Service Provider will provide alerts/information to help maintain service agreements with all software Service Providers that provides for four hour response to problems presented to Service Provider for problem resolution and 24 hour response to questions relative to deployment and usage of the product.

6. Upon prior approval from HAAD, Service Provider will perform operating system and / or database release upgrade, when required, per server including testing and


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validation as part of the base agreement. Service Pack updates shall be installed within 6 months except where an application requirement conflicts with the service pack update.

7. The Service Provider shall comply with all HAAD change management processes including participating in twice weekly (Tuesday and Thursday) change management meetings and coordinating all infrastructure and system software change activity. The minimal initial success rate for all scheduled changes will be at least 95%. HAAD will provide windows for scheduled maintenance Thursday’s from 10:00 PM to Saturday’s 10:00 PM UAE time.

8. The Security of IT Infrastructure is controlled by HAAD IT Operation; the Service provider must follow the Security Policies of HAAD IT operation for any access required to the Data Center, Servers, Operating Systems, and applications during the contract support period.

9. Any Access to the servers, Operating Systems, applications, and Web Applications, that require changing of the security configuration must be reported to HAAD IT Operation for seeking approval, in order to check compliancy with HAAD Security Policies.

10. Any changes on the servers, Operating Systems, and applications and Web Applications that require changing of the security configuration must be reported to HAAD IT Operation for seeking approval, in order to check compliancy with HAAD Security Policies

11. The access rights of Data Center, Servers, and applications must be documented with all details for all persons who are included in the outsourcing Contract.

12. The bidder (and his associated sub-contractors) respects the need to observe confidentiality of HAAD databases and information, and this will be defined in the eventual contractual agreement with appropriate penal clauses, in case of breach of HAAD confidentiality

13. Adds, Moves, Deletes - The Service Provider shall install a mechanism to track and report all infrastructure, operating system and system software changes and with HAAD, identify attainable goals for monthly measurement. Interim expectations are 95% of all changes shall be completed in less than 2 business days from the date of request. The remaining shall be completed within 5 business days from the date of request.

14. Application changes will be reviewed with HAAD and approved or rejected on Tuesday and Thursday afternoon for inclusion in next change cycle. Emergency changes will be accepted until 3 pm on Thursday’s and completed within 24 hours.

15. Service Provider will support all scheduled and emergency change activity to maintain and enhance the operating environment as part of the base service agreement.

16. Testing of new applications, operating systems, hardware/network components must not impact the production environment. Number of instance changes should occur at a 100% acceptance level.

17. Service Provider will measure average and peak utilization for all applications and processes and report that utilization on a monthly basis. Service Provider, with HAAD will establish realistic thresholds for utilization that are consistent with performance requirements. Once established, Service Provider agrees to make all necessary upgrades needed to maintain performance goals within agreed upon


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volume limits after review with HAAD, Technical Support and approval through the change management process.

18. Service Provider will forecast volumes and utilization of key applications/processes and requisite IT hardware/software infrastructure on a periodic basis according to best practices and provide HAAD with a projection of all additional service upgrades/infrastructure components at least six months prior to date required.

19. Prior to any additions of new applications, benchmark testing shall be completed, as part of a joint effort, no less than two weeks prior to implementation to ensure that performance will not be degraded below expected service level objectives. Expected outcome of benchmark testing is a list of recommendations to return performance and/or throughput to required service level.

8.3 Help Desk Service Level Requirements

Availability and Coverage The HAAD Business Applications Help Desk access during required hours of operation must be provided through multiple contact methods including phone, Internet and e-mail.

On-site staffing during hours of operation must be adequate to meet call demand and problem management service level requirements. At a minimum, we estimate the need for 2 functional consultants, 2 technical staff for Oracle ERP, and 2 Business Analysts & 2 Technical staff to support the respective applications across HAAD locations. Resourcing must be planned such that all HAAD locations, specifically Head Office, IPC Office, Al-Ain & Madinat Zayed are supported with local resources to manage business operations on the maintained applications. An on-call Help Desk supervisor and technical expertise must be available at all times (cell phone). Service Provider will maintain procedural documentation for all services provided in the Help Desk Service Provider will review and update documentation on a monthly basis and provide HAAD with both hardcopy and electronic access to documentation.

Customer satisfaction

1. End user satisfaction rating - is defined as how the Help Desk is perceived by the users or how they react to the services delivered, reported over time. The minimum acceptable target is 85% as measured by quarterly Customer Satisfaction Surveys.

2. Customer Satisfaction Surveys - Service Provider is responsible for the customer satisfaction survey processes and will work toward improving a survey framework and process that is approved by HAAD. Service Provider will conduct a Customer Satisfaction survey in a manner approved by HAAD on a quarterly basis. Following the first anniversary, customer satisfaction surveys may be conducted on a semi-annual basis if mutually agreed upon.

3. Performance Measurement – Service Provider will measure Help Desk performance and report to HAAD on a regularly scheduled basis. The Service Provider shall define, develop, monitor, and measure service levels in manner that is consistent with standard Help Desk “best practices”.


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Problem Management 1. First Contact Resolution Rate – The percent of calls resolved on first contact is

defined as the percent of calls received at the help desk that are resolved by the help desk analyst at the time of first contact by the user without escalation. HAAD requires that Help Desk analyst have the technical skill to maintain a first call resolution rate of at least 80% for all calls received at the help desk.

2. Severity One Resolution Rate – 98% of all calls classified as severity one must be resolved within 4 hours. Exception for month-end, quarter-end and year-end financial closings when 100% of all calls must be resolved in 2 hours.

3. Percentage of Problems Tracked – 100% of all problems that arrive at the help desk must be entered in the problem management system in use.

4. Re-opened Service Requests – The number of service requests that are re-opened due to ineffective corrective action must be maintained at less than 5% of all problems logged to the problem management system.

5. Business Applications Problem Resolution Response Time:

a. Severity Level One – Response in 15 minutes, 98% of calls resolved in less than 2 hours

b. Severity Level Two – Response in 1 hour, 96% of calls resolved in less than 24 hours

c. Severity Level Three – Response in 4 hours, 94% of calls resolved in 48 hours

d. Severity Level Four – Response in 8 hours, 90% of calls resolved in 72 hours

6. Problem Call Escalation - Calls received at the Help Desk are to be assigned a severity level (rules established by HAAD) based on business impact. The severity levels and escalation time requirements are presented in Appendix D.


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8.Section F- Terms and Conditions

a) Staff Qualifications: The bidder shall warrant that all persons assigned for this project are qualified to perform the Scope of work required herein this RfP. Failure of the bidder to provide qualified staffing at the level required for implementing this project may result in disqualifying the bidder.

b) Confidentiality. All HAAD information or data is considered confidential information

and data. Bidder agrees to return any or all data and applications furnished by HAAD promptly at the request of HAAD, in whatever forms it is maintained by bidder. Each of the persons and entities working for the bidder shall return to the HAAD all data or information, electronic or written, or descriptive materials, or any other related matter of any type including but not limited to drawings, blueprints, descriptions, or other papers or documents which contain any such confidential information.

c) Bidder will have access to information and private or confidential data, maintained by

the HAAD, to the extent necessary to carry out bidder’s responsibilities under this RFP. This information and data may include, but is not limited to, personal financial information, information regarding undercover law enforcement agents, student employees, medical records , etc. Bidder agrees that any information or data it may have in its custody regarding any participant shall be kept strictly confidential. All the information and data of HAAD shall be considered to be confidential and private and bidder may not disclose any information or data at any time to any person or entity. Bidder agrees to comply with all Abu Dhabi and federal confidentiality laws in providing services under this RFP.

d) Bidder shall limit access to confidential information solely to the bidder’s staff who

work in preparing the proposals under this RFP, which is limited to the scope of work section. Bidder shall not remove confidential information from HAAD’s site without HAAD’s prior written approval.

e) The bidder shall hold all such confidential information in trust and confidence for

HAAD, and agrees that it and its employees will not, during the performance or after the termination of this agreement, disclose to any person, firm, or corporation, or use for its own business or benefit any information obtained by it while in execution of the terms and conditions of this agreement.

f) Any staff, individual, or entity assigned to work for the bidder shall separately sign an

agreement(s) to the effect of this Subsection and also but not limited to the HAAD’s IT policy and security agreement.


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Appendix A – Bidder’s Profile Questionnaire

Each Bidder should answer the following questions, when joint proposals are submitted:

Company Information

Company name

Holding company (if any)

Company head office address

Company local address

Phone

Account representative

Years in business

Size of largest customer

Largest customer in vicinity

Total number of employees

Total number of technical support personnel

Ownership structure (corporation, partnership etc.,)

Annual turnover

Profitability in last 3 years

Gross revenue from implementation and training services

Gross revenue from application maintenance & support services

Please include a copy of your recent financial statements or sales revenue and net profit figures for the last five years.


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Appendix B – Business Reference Customers Include at least three (3) customers, which are currently using the proposed software, preferably similar in size to HAAD. References may include local or GCC clients. Make as many copies of this table as necessary.

(1) Name of the Organization: Contact name and title

Address/phone

Industry sector & number of users

Hardware configuration

Application(s) & modules installed with Release Numbers/Versions

Nature of maintenance / support services provided

Comments


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Appendix C – Cost Summary Questionnaire Complete the following Cost Summary Information and attach any additional cost worksheets that would be useful in evaluating your proposal. For options please use copies of this questionnaire marked with option number and description.

One-Time Costs

Item Quantity Monthly rate

(AED)

Total Cost (AED)

Maintenance Services (OpenText/Livelink applications)

Resource costs/personnel1

Expenses of personnel (travel, accommodation, etc.,)

Maintenance Services (Oracle ERP applications)

Resource costs/ personnel

Expenses of personnel (travel, accommodation, etc.,)

Miscellaneous Costs

Other costs (if any)

TOTAL COSTS

Item Extended Price Total Cost (AED)

Maintenance Services (OpenText/Livelink applications)

Maintenance Services (Oracle ERP applications

Miscellaneous Costs2

1No. of personnel (i.e.: Junior/ Senior )dedicated to this Project and titles. 2Detailed breakdown of Miscellaneous costs should be included


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Appendix D - Severity Levels

Severity Level 1 A severity one (1) issue is a production problem resulting in a complete loss of a core or business process, a Non-Compliance, or where elements of a client's production system are down or not functioning causing wide scale business outage, a loss of production data, or where work cannot reasonably continue and no procedural work around exists.

The Response time for severity one (1) issues is within 15 minutes. Ninety eight percent (98%) of severity one (1) calls are to be resolved in less than 2 hours.

Severity Level 2 A severity two (2) issue is a problem where the client's system is functioning but in a severely reduced capacity. The situation is causing a significant impact to portions of business operations and productivity, or the system is exposed to potential loss or interruption of service, there is a high risk of Non-Compliance, data corruption or inaccurate data being reported to Customers.

The Response time for severity two (2) issues is within one hour. Ninety six percent (96%) of severity two (2) calls are to be resolved in less than 24 hours

Severity Level 3 A severity three (3) issue is a time-sensitive issue with minimal impact on organizational or business processes and is not causing an immediate loss of work, but does represent impairment to business processing efficiency, present a risk of non-compliance, or a minor degradation to customer service.

The Response time for severity three (3) issues is within four hours. Ninety four percent (94%) of severity three (3) calls are to be resolved in less than 48 hours.

Severity Level 4 A severity four (4) issue is for a minor deficiency for which an effective work around exists. There is no impact on organizational or business processes.

The Response time for severity four (4) issues is within eight hours. Ninety percent (90%) of severity four (4) calls are to be resolved in less than 72 hours.

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