1 | P a g e

Invitation to Tender:

ICT Infrastructure Services Outsource

Tender Number: PPECB/ICT/IFSO/2019/36

Closing Date 9th July 2019 at 15:00pm

Method of Submission Tender box, PPECB Main Reception

Enquiries Procurement Office

Compulsory Briefing Session

Date: 28th June 2019 Time: 14h00 – 16h00

Venue: TBC

Please Note: In order for us to confirm the venue location, please RSVP your attendance at the Briefing Session. Three (3) persons per vendor allowed.

PPECB business hours 08:15 – 16:45 E-mail: ppecb.procurement@ppecb.com

Category Technology

Questions to be sent to: Ppecb.procurement@ppecb.com

2 | P a g e

CONFIDENTIALITY AND PROPRIETARY NOTICE

This document contains information which is proprietary and confidential to the PPECB.

No part of the content may be used, copied, disclosed or conveyed in whole or in part to any party in any manner whatsoever other than for purpose of submitting a tender bid, without prior written permission from PPECB.

All copyright and intellectual property rights herein vests in PPECB.

1 INVITATION TO TENDER.......................................................................................................................... 5

2 PPECB BACKGROUND............................................................................................................................ 5

3 SCOPE OF TERMS OF REFERENCE.......................................................................................................6

4 SERVICE DESCRIPTION.......................................................................................................................... 9

5 TENDER INFORMATION INSTRUCTIONS.............................................................................................22

6 REQUIREMENTS FOR TENDER SUBMISSION.....................................................................................23

7 BID EVALUATION................................................................................................................................... 23

8 SPECIAL CONDITIONS........................................................................................................................... 25

9 INSURANCE............................................................................................................................................ 25

10 ADDENDA............................................................................................................................................ 25

11 RESERVATIONS................................................................................................................................. 25

12 BIDDER BUSINESS PROFILE............................................................................................................25

13 VENDOR’S FINANCIAL INFORMATION.............................................................................................26

14 COMPANY ANALYSIS AND FINANCIAL VIABILITY.........................................................................27

15 SERVICE PROVIDERS TERMS & CONDITIONS...............................................................................27

16 FUTURE PLANS.................................................................................................................................. 27

17 CUSTOMER REFERENCES................................................................................................................27

18 FORM OF CONTRACT........................................................................................................................ 28

19 CONFIDENTIALITY STATEMENT.......................................................................................................28

20 NEWS AND PRESS RELEASES.........................................................................................................29

21 GENERAL LEGAL CONDITIONS........................................................................................................29

22 FURTHER INFORMATION.................................................................................................................. 30

3 | P a g e

23 TECHNICAL REQUIREMENTS...........................................................................................................30

24 ANNEXURE A: ICT INFRASTRUCTURE ORGANIGRAM.................................................................38

25 ANNEXURE B: PRICING SCHEDULE...............................................................................................39

27 ANNEXURE C: ICT ASSET LIST.......................................................................................................40

28 ANNEXURE D: CHECK LIST.............................................................................................................41

4 | P a g e

1 Invitation to Tender 1.1 Bidders are invited to tender for the ICT Infrastructure Services for the Perishable Products Export

Control Board (PPECB).1.2 Bidders must comply with the instructions to Bidders and all other requirements of this Invitation to

Tender. Non-compliance may lead to a tender not being considered by the PPECB.

2 PPECB Background 2.1 PPECB is a Schedule 3A Public Entity that is constituted and mandated in terms of the PPEC Act, No

9, of 1983 to perform cold chain services. PPECB also delivers inspection and food safety services as mandated by the Department of Agriculture, Forestry and Fisheries under the APS Act, No.119 of 1990.

2.2 PPECB’s executive Authority is the Minister of Agriculture, Forestry and Fisheries who appoints the board of directors. The board comprises of representatives from the perishable product industries.

2.3 PPECB employs more than 500 people, who deal with more than 200 products and 500 varieties. There are 50 service types, over 30 offices in 11 production regions, at more than 1,500 locations. A large percentage of staff are inspectors and therefore not office bound. In addition to these offices PPECB also has a number of sub offices that operate on a seasonal or ad-hoc basis.

2.4 PPECB, mandated by the Department of Agriculture, Forestry and Fisheries, has been delivering end-point inspection services on perishable products destined for export since 1991. Inspectors stationed across the country; deliver inspection services on 200 product types at more than 1500 locations.

2.5 PPECB is responsible for South Africa's cold chain management and ensures that products for export are handled, stored and transported at specific temperatures and optimum conditions.

2.6 Please visit PPECB’s website on www.PPECB.com for more information on the PPECB.

3 Scope of Terms of Reference 3.1 The PPECB is seeking to create a cost effective; efficient; world class experience for its users. To

achieve the necessary efficiencies PPECB is considering outsourcing its ICT Infrastructure Services with the following service objectives: -

3.2 Objectives:3.2.1 To apply best-in-class internal business processes to ensure secure and efficient operations;3.2.2 To foster strong relationships with our external partners to support our legislative, regulatory and

programmatic initiatives;3.2.3 To provide thorough and sound advice to enable the PPECB Board to make prudent decisions;3.2.4 To ensure that critical ICT life cycle and Service Management functions and processes are included in

all ICT Infrastructure Operations;3.2.5 To ensure that all critical IT life cycle and Service Management functions and processes are defined

with clearly delineated roles and responsibilities, touch points and measurements between PPECB and our external service providers (ESPs);

3.2.6 To receive ICT Infrastructure Services that take into consideration an end-to-end enterprise and life cycle view across all ICT Infrastructure Operations;

3.2.7 To ensure all common activities across ESPs and outsourced engagements have consistent accountabilities between PPECB and ESPs;

3.2.8 fully Improve end-user satisfaction possible across all aspects of End-User support;3.2.9 Continuously improve service performance and metrics by incorporating automation and analytics,

artificial intelligence, virtual customer assistant (VCA) and machine learning capabilities to reduce the number of incidents, increase self- serve capabilities and improve overall service quality.

3.2.10 To manage assets consistent with our fiduciary obligations.

5 | P a g e

3.2.11 PPECB has 7 full time employees who currently provides the ICT Services internally. PPECB will transfer the ICT Infrastructure Services to successful Bidder as a going concern and as contemplated in Section 197 of the Labour Relations Act 1995. As a result, the 7 fulltime employees will transfer to the successful Bidder on their existing terms and conditions of employment. It is a condition of this Invitation to Tender that the successful Bidder undertakes to employ the 7 fulltime employees on their existing terms and conditions of employment and to recognise their past years of service with PPECB as contemplated in Section 197 of the Labour Relations Act. The Bidder further has to confirm that the employees will remain in their employ for 12 (twelve) months after transfer regardless of skills level and expertise. The Bidder may only terminate any of these employees should there be a violation of policy of misconduct. In addition to the 7 full time employees, the outsourcing will include the transfer from PPECB to the successful Bidder of the assets and equipment required to operate the ICT Infrastructure Service effectively (a list of these are set out in Annexure C). PPECB invites vendors to showcase their expertise in the service areas, and should they be the successful incumbent, to provide best in class services to the end users. The successful Bidder must ensure that the ICT Infrastructure Service is not interrupted with the outsourcing and that there is a seamless provision of the services.

3.2.12 The services will be governed by a 3-year contract with the option to renew year on year. Service levels will be managed via an SLA that will be monitored on a monthly basis.

3.2.13 Please note that although every effort has been made to ensure relevant information is available to you for the purposes of pricing your solution. detailed information was not available at the time of publishing this Tender Document.

3.2.14 The Bidder’s Bid must include:3.2.14.1 Resource Skill: All specialist resources that are to be used on the PPECB

account are required to hold certifications for the commercial systems in use and/or information technology governance compliance related certifications, documentation of the qualifications of the support staff will be requested of the successful Bidder. For in house developed or custom systems, PPECB will be responsible for skills transfer of knowledge required to support these services.

3.2.14.2 Company history and size: must have at least 8 years’ experience in providing similar services to medium / large organisations

3.2.14.3 Financials: Annual report over the last 3 years3.2.14.4 National footprint: Provide a list of office locations in South Africa and

confirm in writing whether able to service all our offices as listed3.2.14.5 Full list of IT Services that are available/provided: Including which IT

services that will be outsourced to subcontractors and details of such contractors

3.2.14.6 Organogram of management team3.2.14.7 At least 3 references of current and previous clients in the last 5 years

(on their letterhead), to whom similar services are provided3.2.14.8 Policies / Procedures in place (company, HR, IT, etc.)3.2.14.9 Accreditations3.2.14.10 Quality Management3.2.14.11 BBBEE certification3.2.14.12 Proof of official partner certification from the product

manufacturers/distributors for all the proposed equipment (mandatory requirement)

3.2.14.13 Skills Matrix if available3.2.14.14 Proof of ITIL Compliance and ITIL Compliant Services that are provided.

6 | P a g e

3.3 Please provide detailed solutions to the below questions on PPECB service requirements: 3.3.1 The requirement for the purposes of this Invitation to Tender is to supply Outsourced ICT

Infrastructure Services and Support. Please note at this stage the scope of the pricing/Bid excludes hardware or software procurement/supply services and is focused on providing outsourced support services to PPECB.

3.3.2 The table below will provide a high-level description of the managed services that are required:# Service Hours Description: Hours of Support:

1 Core Hours Support Mon – Fri

7am – 7pm

2 After Hours Support (Including Weekends and Public Holidays)

24 Hours

Mon – Sun

3.4 Priority Descriptions Incident Level Service Description Response Time

7 | P a g e

Priority Level 1 — Emergency/UrgentCritical Business Impact

The incident has caused a complete and immediate work stoppage affecting a critical function or critical infrastructure component, and a primary business process or a broad group of users (an entire department, floor, site, line of business or external customer). No workaround available. Examples:

Major application problem (e.g. TITAN 2.0, ERP etc.)

Severe disruption during critical periods (e.g., month-end processing, PPECB Head Office meetings)

Full WAN; Link Outage or LAN outage Security violation (e.g. cyber-attack, denial of

service, port scanning)

Core Hours

After Hours

Weekends

Public Holidays

Priority Level 2 — HighMajor Business Impact

A business process is affected in such a way that business functions are severely degraded, multiple users are impacted, a key user (VIP service) is affected, or a critical function is operating a significantly reduced capacity or functionality. A workaround may be available but is not easily sustainable. Examples:

Major data/database or application problem (e.g., MS Exchange)

Email system is performing slowly, but workload in manageable

Security incursion on a non-critical system

Core Hours

After Hours

Weekends

Public Holidays

Priority Level 3 — MediumModerate Business Impact

A business process is affected in such a way that certain functions are unavailable to the PPECB staff or a system and/or service is degraded. A workaround may be available. Examples:

Telecommunication problem (e.g., Skype for Business, Teleconferencing)

End-User device problem (e.g., hardware, software)

Peripheral problems (e.g., locally attached printer)

Core Hours

After Hours

Weekends

Priority Level 4 — LowMinimal Business Impact

An incident that has little impact on normal business processes and can be handled on a scheduled basis. A workaround is available or there is minimal negative impact on a user's ability to perform their normal daily work. Example:

"How to" questions Service requests (e.g., system enhancement) Preventative maintenance

Core Hours

8 | P a g e

4 Service Description 4.1 This section is intended to provide a detailed description of the services that are delivered within each

of the required service lines. Your response should not be limited to what is contained in the service areas, if there is more up to date technology available include the details in your response as well as how you would manage the implementation and support.

4.2 General Responsibilities 4.2.1 Below is the definition of the RACI model which should form the basis of your response, it is

imperative that responsibilities and accountabilities are clearly defined.

Code Role Role Detail Description

R Responsible

Individual operationally responsible for performing a sourcing activity.Responsible individuals report to the Accountable individual.

Only one individual is accountable for any given activity.

Responsible is a proactive role.

A Accountable

Individual with final accountability for the results of a sourcing activity.Accountability includes a mandate to dismiss or accept the results by activity as realized by the Responsible individual. This individual also holds the budget to back the mandate.

Only one individual is accountable for any given activity.

Accountable is a reactive role.

S Supporting

Individuals who support the Responsible individual in realizing the sourcing activity. They actively participate in realizing/executing/performing the activity. Supportive individuals report to the Responsible individual.

Multiple individuals can participate in support of the Responsible individual for any given activity.

Supporting is a proactive role.

C Consulted

Individuals who should be consulted in realizing/executing/performing the activity, on the scope, budget, time and value of the activity.

Multiple individuals can be required to be heard for any given activity.

Consulted is a reactive role.

I Informed

Individuals who need to be informed but have no role in the realization/execution/performance of an activity, other than being informed of the result of the activity.

Multiple individuals can be informed of the results of any given activity.

Informed is a passive role.

9 | P a g e

4.2.2 The following table identifies general roles and responsibilities associated with the service profile:

General Services Roles and Responsibilities Service Provider

PPECB

1. Provide Services and the supporting processes that support the PPECB business needs, technical requirements and End-User requirements

R, A C

2. Approve Services and the supporting processes that support the PPECB business needs, technical requirements and End-User requirements

I R

3. Comply with PPECB policies, guiding principles, standards and regulatory requirements applicable to PPECB for information, information systems, personnel, physical and technical security

R, A C

4. Develop and maintain an approved comprehensive Standards and Procedures Manual that contains the standards, processes and procedures that will be used in the delivery of all ICT Services. The manual will include clearly delineated roles and responsibilities, touch points and measurements between PPECB and the service provider.

R, A C

5. Approve the comprehensive Standards and Procedures Manual that contains the standards, processes and procedures that will be used in the delivery of all ICT Services. The manual will include clearly delineated roles and responsibilities, touch points and measurements between PPECB and the service provider.

I R

6. Conform to changes in laws, regulations and policies. Major Service Changes shall be proposed on a project-by-project effort basis to alter the environment to conform to the new requirements.

R C, A

7. Report performance against Service-Level Requirements (SLRs) R, A I

8. Coordinate all Changes to the PPECB ICT systems that may affect the SLRs of the PPECB ICT service operations.

R, A C, I

9. Provide timely creation, updating, maintenance and provision of all appropriate project plans, project time and cost estimates, technical specifications, management documentation and management reporting in a form/format that is acceptable to PPECB for all ICT service operations related projects and major ICT service activities.

R, A C

10. Adhere to IT service management (ITSM) best practices and Key Performance Indicators (KPIs).

R, A I

11. Approve the use of the ITSM best practices and KPIs. C, I R

4.2.3 Service Profile PPECB requires the services as listed below, please ensure your responses speak to this.

10 | P a g e

Service Area: Description:

Service Desk

(End-user support)

Single Point of Contact Services provide toll-free support and electronic ticketing for logging, tracking, resolution and reporting of Service Desk Incidents and Service Requests for all PPECB-supported environments.

Provide multiple alternative communications channels, including voice messages, email, instant messaging, social media, virtual face-to-face (video chat or web conferencing), Chatbots and intranet.

Remote Device and Software Management Services are the activities associated with managing, maintaining and troubleshooting devices and software remotely over the network to minimize the need to dispatch technical personnel for Incident Resolution.

Development of Service Desk processes, compliant with ITIL v3 standards Development of standards, processes and procedures to manage,

coordinate and deliver support services across all Service Towers, compliant with ITIL v3 standards

Coordination of activities of other Suppliers in the implementation of the Service Desk tool and related processes.

Implementation of chatbots, self-service tools, knowledge management, collaboration and cognitive intelligence tools for proactive monitoring

Implementation of analytic capabilities; predictive, proactive analysis of incidents; and raising alerts for resolution

Training to Service Desk Employees and End Users on new tools and techniques, as well as processes

Self-Help Support Services are the activities associated with IVR capabilities, out-of-hours voice messaging with guaranteed call-back response, intranet-based automated self-help support, etc.

BYOD (bring your own device) / PPECB Mobile device and Mobility Services roles and responsibilities identify the various tasks associated with PPECB and Bidder for providing support to BYOD devices.

Performance and Operations Management

(Includes pro-active monitoring)

Performance Management Services are the activities associated with managing and tuning the ICT service components for optimal performance. The process encompasses the following:

Monitoring of performance and throughput of ICT Services and supporting ICT components

Assessing the results of the reports

Conducting trending analysis

Providing recommendations to tune

Performing tuning activities

Updating on a periodic basis (at least annually)

Operations and Administration Services are the activities associated with providing a stable ICT Infrastructure, and with effectively and efficiently performing procedures to ensure ICT services meet SLR targets and requirements.

Back-up and Recovery

Backup and Recovery Services are the activities associated with providing ongoing Backup and Recovery capabilities according to the PPECB schedules and requirements. Provider must demonstrate that it will consistently meet or exceed PPECB’s ongoing Backup and Recovery requirements.

11 | P a g e

Service Area: Description:

Service Continuity and Disaster Recovery (DR) Services

ICT Service Continuity and Disaster Recovery (DR) Services are the activities associated with providing such Services for Client applications, and their associated infrastructure (e.g., CPU, servers, network, data and output devices, End-User devices) and for PPECB Voice Network Services. PPECB applications, associated infrastructure and Voice Network Services will receive DR Services according to the PPECB ICT Business Continuity Plan. Provider must demonstrate that it will consistently meet or exceed PPECB’s ICT Service Continuity and DR Services requirements.

Release Management

Release Management is concerned with implementing the changes to defined ICT services and covers both the software and the hardware. Release Management Services are activities that take a holistic view of a change to a Service to ensure that the technical and non-technical aspects of a release related to software and hardware changes.

These changes can be implemented by rolling out a combination of new applications or infrastructure software and/or upgraded or new hardware, or simply by making changes to the documentation, such as service hours or support arrangements. Release Management processes and activities are inter-related and complementary with the Change Management process, as well as Asset Management and Problem Management.

Establishing standardized Release Management policies and procedures Managing release planning and scheduling for the overall release

schedule, as well as for individual releases Establishing and managing release documentation and identification

schema Managing the release design, build, and configuration processes Release testing and testing management Rollout planning including quality plans and back-out plans Release communication, preparation and training Managing the successful roll out/distribution and installation of all

elements of a release Documenting each release

Releases can also consist of several problem fixes and enhancements to existing ICT services. A release consists of the new or changed software required and any new or changed hardware needed to implement the approved changes. Releases are generally divided into:

Major software releases and hardware upgrades or replacements, normally containing large areas of new functionality. A major upgrade or release usually supersedes all preceding minor upgrades, releases and emergency fixes.

Minor software releases and hardware upgrades, normally containing small enhancements and fixes, some of which may have already been issued as emergency fixes. A minor upgrade or release usually supersedes all preceding emergency fixes.

Emergency software and hardware fixes, normally containing the corrections to a small number of known problems.

12 | P a g e

Service Area: Description:

Integration,

Implementation and Migration Services

Integration Services are the activities associated with ensuring that all individual ICT components configured with or added to the ICT environment work together cohesively to achieve the intended results.

Implementation and Migration Services are the activities associated with the installation of new and upgraded ICT components (e.g., hardware, software [operating system] and network components).

Technology Refreshment and Replenishment (TR&R) Services are the activities associated with modernizing the ICT environment on a continual basis, to ensure that the system components stay current with evolving industry-standard technology platforms.

Mobile Computing 1st line troubleshooting of mobile computing devices which includes on-site and remote support.

Working with supplier to assist with the diagnosis and resolution of a hardware incident where such device is within warranty or maintenance.

Perform software upgrades where required for supported software. Identify user training needs to be escalated to the PPECB Training

Department. Compliance with PPECB standards.

Audio Visual (AV) Perform regular health checks on Teleconference and Video Conference equipment.

Provide training to assist users with the correct use of Conference Room Equipment.

Resolve Incidents arising through use of Conference Room Equipment.Printing Provide 1st line printing and diagnostic support to users and escalate to 3 rd

Party print services service provider, where required. Maintain Print Server. Working with 3rd party printing supplier to resolve end user support issues.

13 | P a g e

Service Area: Description:

Change Management

Change Management Services are activities to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, to minimize the impact of change upon Service quality and consequently to improve the day-to-day operations of PPECB. Change Management covers all aspects of managing the introduction and implementation of all changes affecting all ICT operations and in any of the management processes, tools and methodologies designed and utilized to support the ICT operations components.

The Change Management processes and activities are inter-related and complementary with Release Management and Configuration Management, as well as Incident Management and Problem Management.

Determining metrics for measuring effectiveness of a change

Request for change (RFC) process

Recording/tracking process

Prioritization process

Responsibility assignment process

Impact/risk assessment process

Participation in ICT service continuity and DR planning

Coordination of the Change Advisory Board (CAB)

Review/approval process

Establishing and managing the schedule of approved changes

Implementation process

Verification (test) process

Closure process

14 | P a g e

Service Area: Description:

Asset Management

Asset Management Services are the activities associated with process of the ongoing management and tracking of the life cycle of existing, ICT service components (e.g., hardware, software and software licenses, maintenance, circuits) and their attributes (i.e., location, costs, depreciation, contracts, vendor, serial numbers, etc.).

Software License Management Services are the activities associated with the identification, acquisition and disposal as well as ongoing management and tracking of software and their corresponding licenses. The following table identifies the Software License Management roles and responsibilities that Bidder and PPECB will perform.

Within five days after the first day of each calendar quarter, Provider shall select a statistically valid sample, in accordance with the process specified in the Standards and Procedures Manual, to measure Service Provider’s compliance pertaining to the accuracy of individual data elements in the asset tracking database.

Capture details of device when issuing devices to users. The Bidder should:

Ensure that assets are inventoried; Ensure that assets appropriately classified and protected; Define and periodically review access restrictions and

classifications to important assets, taking into accounts applicable access control practices.

Hardware break-fix management processes. End-to-end asset life cycle management:

Asset assignment; Asset transfers; Software licence management; Hardware warranty management; Medio control management.

Physical and remote audits. Asset tracking.

Network Limited network support/troubleshooting/configuration is required for the purposes of ensuring there is connectivity from the end- point device to core infrastructure.

Basic testing of Network Points to ensure operational when requested. Local Area Network management – Core Switches & Routers. Appropriate network logging and monitoring aligned to best practices. Authentication and Firewall governance. Wi-Fi Cabling

15 | P a g e

Service Area: Description:

Security Compliance

Security Services are the activities associated with maintaining physical and logical security of all ICT service components (hardware and software) and data, virus protection, access protection and other Security Services in compliance with the PPECB Security requirements. Data Security consists of the activities associated with the classification, management, security and encryption of sensitive/confidential data, and the storage of media containing that data.

Ensuring that all Desktops and Laptops are compliant to the PPECB Information Protection Policy.

Vulnerability Management. Remediation actions on all PPECB internal/external audit findings Identity and Access Management Services consist of the activities to

authorize, authenticate and provide access control to the ICT Infrastructure. Identity management within this scope is limited to internal access control and does not include participant/beneficiary system access control, authorization and authentication.

Bidder shall also perform internal threat monitoring for malicious and/or suspicious activity.

Security Compliance and Audit Services are the activities to identify the standards that the PPECB must comply with, and to modify practices, policies and procedures to enable compliance.

16 | P a g e

Service Area: Description:

Incident Management

Incident Management includes the activities associated with restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations of PPECB, thus ensuring that the best possible levels of service quality and availability are maintained. While the Incident Management processes apply to Level 1, Level 2 and Level 3 support groups, Level 1 support — normally at the service desk — is responsible for primary ownership of recording and tracking the Incident. It is also responsible for the close coordination and ongoing monitoring and tracking of, and reporting on, incidents that have been escalated to second-level and third-level support groups, to ensure that escalated incidents are resolved as promptly as possible. The primary activities of Incident Management process include:

Incident detection and recording

Incident classification and initial support

Incident investigation and diagnosis

Incident escalation

Incident resolution and recovery

Incident closure

The Bidder shall be responsible for escalating incidents and coordinating with all appropriate Level 2 and Level 3 support groups, to ensure knowledge capture and transfer regarding incident resolution procedures from Service Provider’s Level 1 service desk to support the objective of increasing the first call resolution number of incidents capable of being resolved by Level 1 service technicians.

Includes major incident management on all critical incidents. Provide First Line Resolution and First Line Call resolution of incidents that

are logged on the Incident Management System.

17 | P a g e

Service Area: Description:

Problem Management

The Bidder shall provide Problem Management Services to minimize the adverse impact of incidents and problems on the business, caused by errors within the ICT Infrastructure, and to prevent recurrence of incidents related to these errors by determining the unknown underlying cause (e.g., root cause) of one or more incidents. Ensuring that actions are initiated to improve or correct the situation.

The Bidder shall provide reactive problem management services by diagnosing and solving problems in response to one or more incidents that have been reported through Incident Management. Provide proactive Problem Management to identify and solve problems and known errors before incidents occur, including performing predictive analysis activities, where practical, to identify potential future problems, develop recommended mitigation plans, and implement approved corrective mitigation actions and processes. The Bidder will also maintain, update and disseminate information about problems and the appropriate workarounds and resolutions, so that the number and impact of incidents occurring within PPECB ICT Infrastructure is reduced over time.

The Bidder shall provide Problem Management services for all identified problems that are determined to be related to ICT systems and services under the control of the Service Provider. The Bidder shall also provide coordination and assistance to PPECB and Third-Party Vendors in performing their Problem Management process.

The major activities of Problem Management are:

Problem control Error control Proactive prevention of problems Performing major problem reviews Providing Problem Management reporting

Installs, Moves, Deletes and Changes (IMACD)

IMACD Services are the activities associated with the end-to-end management and coordination of IMACD Service Requests, including gathering the business requirements, providing authorization, logging the request and facilitating fulfilment. All authorized IMACD Service Requests are passed automatically to the local support team depending on the location and the product or Service being requested. Examples of IMACD’s include, without limitation, adding desktops and laptops, tablets and moving local printers and telephones.

18 | P a g e

Service Area: Description:

Knowledge Management

Training and Knowledge Transfer Services consist of the following three types of training the Service Provide will provide:

Training for the improvement of skills through education and instruction for Service Provider’s staff. Bidder will participate in any initial and ongoing training delivered by PPECB as required that would provide a learning opportunity about the PPECB business and technical environment.

Training for PPECB-retained technical staff for the express purpose of exploiting the functions and features of the PPECB computing environment. Delivery methods may include classroom-style, computer-based, individual or other appropriate means of instruction.

Selected classroom-style and computer-based training (case-by-case basis) for standard COTS (Commercial Off The Shelf) and Software as a Service (SaaS) applications, including new employee training, upgrade classes and specific skills.

Ensuring that the Knowledge base and Self-Help sites are kept up to date with the relevant resolution to common incidents that are logged.

19 | P a g e

Service Area: Description:

Availability Management

Availability Management covers the evaluation, design, implementation, measurement and management of the PPECB ICT Infrastructure Availability from a component and an end-to-end perspective (i.e., Services), including new or modified ICT Service Management methodologies and tools, as well as technology modifications or upgrades of ICT Infrastructure systems and components.

Determining business unit availability requirements (usually as part of the SLA development) for a new or enhanced ICT Service and formulating the availability and recovery design criteria for the IT Infrastructure to ensure ICT Services are designed to deliver the appropriate levels of a

Determining the critical business functions and impact arising from ICT component failure. Where appropriate, reviewing the availability design criteria to provide additional resilience to prevent or minimize impact to the business.

Identifying opportunities to optimize the availability of the ICT Infrastructure to deliver cost-effective improvements that deliver tangible business benefits

Supporting the targets for availability, reliability and maintainability for the ICT Infrastructure components that underpin the ICT Service, to enable these to be documented and agreed within SLAs and contracts

Establishing measures and reporting of availability, reliability and maintainability that reflect the business, End-User and ICT support organization perspectives

Monitoring and trend analysis of the availability, reliability and maintainability of ICT systems and components

Reviewing ICT Service, system and component availability, identifying unacceptable levels and ensuring appropriate corrective actions are taken to address ICT availability shortfalls

Investigating the underlying reasons for unacceptable availability and providing recommendations for resolution

Producing and maintaining a forward-looking Availability Plan, which prioritizes and plans overall ICT availability improvements aimed at improving the overall availability of ICT Services and Infrastructure components to ensure that existing and future business availability requirements can be met

Providing ICT availability reports to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis

20 | P a g e

Service Area: Description:

Capacity Management

Capacity Management Services are the activities associated with ensuring that the capacity of the ICT Service Operations matches the evolving demands of the PPECB business in the most cost-effective and timely manner. The process encompasses the following:

Monitoring of performance and throughput of ICT Services and supporting ICT components

Understanding current demands and forecasting for future requirements

Developing capacity plans which will meet demand and SLRs

Developing modeling and conducting simulations to manage capacity

Conducting risk assessment of capacity recommendations

Developing and implementing a capacity plan including the financial impact of the Service Towers

Undertaking tuning activities

Reporting: Service Level performance monitoring and reporting. Provide monthly reporting information on compliance; incidents; trends;

capacity; root cause and any other issues. Must also include recommendations for improvements.

Drafting of reports for quarterly; monthly and weekly reporting as per SLR’s Monthly service review meetings discussing the above.

4.2.4 The PPECB reserves the right to terminate without penalty if the successful Bidder t is not able to honour the terms and conditions specified by the tender requirements.

5 Tender Information Instructions 5.1 The tender submission and assessment process will be conducted in compliance with the Public

Finance Management Act of 1999, Supply Chain Regulations and PPECB’s Procurement Policy. PPECB is committed to support and grow Black Economic Empowerment and Small Medium Enterprises in South Africa, emphasis being placed on procurement from historically disadvantaged South Africans.The following terms shall have the following meanings:

Invitation to Tender: This DocumentContact Office: The Procurement Office

PPECB45 Silverboom AvenuePlattekloof

Public Entity: Perishable Products Export Control Board (PPECB)Bidder: The person / organisation submitting a tender bid to

the PPECB under this tender.

21 | P a g e

5.2 The PPECB invites Bidders in accordance with the information in this pack to submit a fixed price for providing the required products and services.

5.3 Bidders are required to submit detailed evidence to demonstrate its ability to provide the products and services they will deliver on this tender.

5.4 The tender shall be submitted on the Forms of Tender incorporated herein. The form shall be signed by each Bidder and submitted in the manner and by the date and time stated below together with the documents listed duly completed.

5.5 The bid will consist of three parts and shall be submitted in two separate sealed envelopes indicating the name of the bidder, tender number and date.

5.6 All the following documents (Part 1 to VI) must be submitted as part of the response to this bid request, please use the Checklist in Annexure D to confirm the documents submitted:

Form No Document Description1. SBD 1 Invitation to Bid2. SBD 2 Tax Clearance Certificate Requirements3. SBD 3.1 Pricing Schedule4. SBD 4 Declaration of Interest5. SBD 6.1 Preference Point Claim Form6. SBD 7.1 Contract Form: Purchase of goods/works7. SBD 8 Declaration of Bidder’s past SCM Practices 8. SBD 99.10.

Certificate of Independent Bid DeterminationNon-Disclosure AgreementPPECB - Draft Services Agreement

6 Requirements for Tender Submission 6.1 The Bidder t will submit 2 envelopes as follows:6.1.1 Envelope 1 - The entire technical proposal/specifications (No Pricing in this envelope). Please insert

a copy of the tender documents in word format on a USB stick in envelope 1 as well.6.1.2 Envelope 2 – All the pricing and SBD documents indicated under Point No. 4 above.

The Standard bidding forms (SBD Forms) must be signed by an authorized person representing the bidder.

6.2 The tender and accompanying documents shall be carefully parcelled, sealed and be delivered to the Procurement Office no later than 15h00 on 28 June 2019.

6.3 Failure to comply with these instructions may result in the tender being considered ineligible.6.4 Written tenders will only be accepted in a sealed envelope or parcel which shall bear the word: BID: ICT

Infrastructure Services-PPECB6.5 No late tender shall be considered. Late tenders will be opened after the Contract has been awarded,

for the sole purpose of identifying Bidders.6.6 Tenders will be opened in accordance with the relevant procedures.

7 Bid Evaluation 7.1 Pre-Qualification Criteria 7.1.1 The following is the pre-qualifying criteria that are applicable to this tender, any Bidder who does not

meet these will be disqualified and shall not be evaluated further:a) Only bidders with a B-BBEE level between 1 and 4 may submit a bidb) Confirmation of National Footprintc) Bidders needs to express their undertaking in writing to employ the transferred employees

into their organisations.

22 | P a g e

7.2 Evaluation Criteria7.2.1 Responses will be evaluated using a predetermined set of evaluation criteria. The evaluation criteria

are designed to reflect the PPECB’s requirements in terms of identifying a suitable Bidder and ensure the selection process is transparent and afford all the bidders a fair opportunity for evaluation and selection.

7.2.2 During the evaluation process, the PPECB may require a bidder’s representative to answer questions regarding the Bid and/or require certain bidders to make a formal presentation to the evaluation team.

7.3 B-BBEE and Price7.3.1 The tender responses will be evaluated on the 80/20-point system. Please provide detailed

breakdown of all direct and indirect costs associated with the contract, including all fees if any for the full contract period.

7.3.2 In terms of Regulation 5 (2) and 6 (2) of the Preferential Procurement Regulations, preference points will be awarded to a Bidder for attaining the B-BBEE status level of contribution in accordance with the table as set out in the Preference Points Claim Form.

7.3.3 PPECB supports and is committed to the Broad-Based Black Economic Empowerment (“B-BBEE”) objectives as defined in the Broad-Based Black Economic Empowerment Act No 53 of 2003 (“the B-BBEE Act”). The B-BBEE status of the Bidder will therefore be used in the evaluation criteria for this BID DOCUMENT. Each Bidder responding to this BID DOCUMENT must also submit the following:

(i) A B-BBEE rating certificate issued by a member of and accredited B-BBBE rating agency.

(ii) Details on ownership by black people, reflected through equity ownership and control.

(iii) Details of the Product and/or Services that the Bidder intends to procure from Black Empowered Enterprises and/or Black Enterprises in respect of this BID DOCUMENT. These include:

a) Full contact details of such entities and their representatives.

b) Full details about the specific product and/or services to be procured from such entities.

(iv) A cost estimate for the contract period of the 3 (three) year duration of the contract, which must include related assumptions and detailed make up.

a) Costs must be quoted as total cost of ownership

b) The total quotation must be inclusive of VAT

(v) NOTE: No variation, to the accepted quote, will be allowed unless the Bidder has obtained prior written approval from PPECB.

Bids should include the following:

a) All prices must include VAT.

b) A complete solution must be provided. Service providers must add required equipment/ services that are not mentioned to ensure a workable solution.

c) Service providers are welcome to add an annexure with a more comprehensive cost breakdown.

d) Offer to be valid for 120 DAYS from the closing date of the Tender.

23 | P a g e

8 Special Conditions 8.1 PPECB reserves the right to reject any Bid found to be inadequate or non-compliant to the Terms of

Reference.8.2 The Bidder t may not intend to assign, in whole or in part, any of its obligations to perform in terms of

the contract to any third party, unless disclosed and prior consent is obtained in writing.8.3 A Bidder may not intend to cede his right to payment in terms of a contract to a third party without prior

written consent.8.4 PPECB may reject a bid if it doesn’t comply with the instruction of submission of the Bid referred to

above.8.5 Bidders need to ensure that their response documentation reflects the Tender Document

PPECB/ICT/IFSO/2019/36 number on their documents and each section is clearly referenced with the applicable heading.

9 Insurance 9.1 The successful Bidder will be responsible for its work and every part thereof, and for all materials, tools,

equipment, appliances, and property of any and all descriptions issued in connection with this Invitation to Tender.

9.2 Upon award of contract and prior to beginning work, the successful Bidder must provide proof of insurance. Please provide a sample certificate of insurance that indicates your company’s limitations of liability as part of your Tender Document response.

10 Addenda 10.1 In the event that it becomes necessary to revise any part of this Invitation to Tender, addenda will be

provided to all Service Providers on E-Tenders and PPECB website.

11 Reservations 11.1 PPECB’s decision/s regarding the acceptance or non-acceptance of a Bid shall be final and PPECB is

not obliged to furnish any reason for such decision.11.2 Bids shall be considered and evaluated against a pre-determined evaluation value structure determined

by PPECB. All Suppliers shall provide all information requested in this BID DOCUMENT in order to facilitate the evaluation process. Suppliers shall strictly adhere to the instructions stated in this BID DOCUMENT. PPECB shall not be bound to divulge such evaluation criteria but may do so in its sole and absolute discretion.

11.3 PPECB may, during and after the evaluation of the Bids and in its sole and absolute discretion, decide to:

11.3.1 To reject all Bids.11.3.2 Accept one or more Bids;11.3.3 Accept a Bid other than the lowest priced Proposal;11.3.4 Accept no Proposal;11.3.5 Consider or accept any Bid not conforming with the requirements of this Invitation to Tender;11.3.6 Refuse to consider any Bid not conforming with the requirements of this Invitation to Tender;11.3.7 Ask any Supplier to supply further information after the closing date;11.3.8 Cancel this Invitation to Bid or any part thereof at any time;11.3.9 Award the contract pursuant to this Invitation to Bid or any part thereof to any one or more Bidders;

or Re-issue this Invitation to Tender at any time after the closing date.

12 Bidder Business Profile Service Provider’s Response

Age of Business

24 | P a g e

Service Provider’s Response

State last 3 years revenue, profit and loss

Total Number of current customers.

Number of Customers for these services/product (list per service/product).

Number of references available for this service:In [Country]?Total?Profile of Customers

Current Number of Employees.

Bidder principal business.

With which suppliers have you formed business partnerships to subcontract to provide services? Detail the commercial nature of any third-party agreements which form part of the proposed solution.

Will you sub-contract any part of the products or services proposed in the solution? If yes, please state which services and the nature of the agreements.

13 Vendor’s Financial Information

Bidder Financial Information

The Bidder to provide current audited financial results as well as the two prior years’ financial results.

Measurement

Year 3 Year 2Year 1 (Latest full FY)

ROEProfit after Tax

Owner’s equity

Return on assets

Profit before interest & Tax

Total assets

Assets Sales

25 | P a g e

Turnover Total Assets

Net MarginProfit before interest & Tax

Sales

Gross MarginGross Profit

Sales

14 Company Analysis and Financial Viability 14.1 Discuss the financial strength of your company. In addition to the summary provided in section 13

above, please provide documentation that substantiates the financial strength of your company. Similarly, please provide details of your last two (2) financial statements in your response, fully detailed.

15 Service Providers Terms & Conditions Service Provider’s Response

Please include copies of your standard terms and conditions

Please identify non-standard terms and conditions that are being offered to PPECB.

16 Future Plans 16.1 Please advise your product/service roadmap for the next 3 years. Briefly discuss any recent events or

on-going plans that will be advantageous to PPECB.

17 Customer References 17.1 Please supply the following information regarding your customer base17.2 Provide references of three major live sites (of the proposed solution only) of a similar size and/or

national network to PPECB.17.3 Please provide the following details for each Customer Reference Site using a format as per the below

template:Reference Site 1 Service Provider’s ResponseCompany Name

Contact name

Contact Phone

Nature of Business

Specify the capacity of the services providedPeriod of ServiceComments

26 | P a g e

Reference Site 1 Service Provider’s Response

18 Form of Contract 18.1 The PPECB and the successful Bidder will enter into a written contract and/or Service Level Agreement

in respect of the products and services detailed in this Invitation to Tender.18.2 The form of contract and/or Service Level Agreement will be as agreed between the PPECB and the

successful Bidder. A draft PPECB contract agreement is provided as part of the bid documents.

27 | P a g e

19 Confidentiality Statement 19.1 The information contained in this Document, or provided by management or staff of PPECB, is solely

for the purpose of providing Bidders with information on which to submit their Bids. It is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged information and material. Any review, retransmission, dissemination or other use of, or taking of any action, in reliance upon this information by persons or entities other than the intended recipient, is prohibited.

19.2 Recipients of this Document shall respect the confidentiality of the information contained herein together with any other information obtained during the course of the tender process. Upon receipt of this document, Bidders agree to ensure that their employees and associates are aware of the confidentiality requirements stated herein, and not to make any other use of such information and material other than as contemplated in this Document.

19.3 Some of the information contained in the Tender Documents may be of a confidential nature and must only be used for purposes of responding to this Invitation to Tender. This confidentiality clause extends to Bidder partners whom you may decide to involve in preparing a response to this Tender Document.

19.4 For purposes of this process, the term “Confidential Information” shall include all technical and business information, including, without limiting the generality of the foregoing, all secret knowledge and information (including but not limited to any and all financial, commercial, market, technical, functional and scientific information, and information relating to a party’s strategic objectives and planning and its past, present and future research and development), technical, functional and scientific requirements and specifications, data concerning business relationships, demonstrations, processes, machinery, know-how, architectural information, information contained in a party’s software and associated material and documentation, plans, designs and drawings and all material of whatever description, whether subject to or protected by copyright, patent or trademark, registered or un-registered, or otherwise disclosed or communicated before or after the date of this process.

19.5 The receiving party shall not, during the period of validity of this process, or at any time thereafter, use or disclose, directly or indirectly, the confidential information of PPECB (even if received before the date of this process) to any person whether in the employment of the receiving party or not, who does not take part in the performance of this process.

19.6 The receiving party shall take all such steps as may be reasonably necessary to prevent PPECB’s confidential information coming into the possession of unauthorized third parties. In protecting the receiving party’s confidential information, PPECB shall use the same degree of care, but no less than a reasonable degree of care, to prevent the unauthorized use or disclosure of the confidential information as the receiving party uses to protect its own confidential information.

19.7 Any documentation, software or records relating to confidential information of PPECB, which comes into the possession of the receiving party during the period of validity of this process or at any time thereafter or which has so come into its possession before the period of validity of this process:

19.7.1 shall be deemed to form part of the confidential information of PPECB,19.7.2 shall be deemed to be the property of PPECB;19.7.3 shall not be copied, reproduced, published or circulated by the receiving party unless and to the

extent that such copying is necessary for the performance of this process and all other processes as contemplated herein; and shall be surrendered to PPECB on demand, and in any event on the termination of the investigations and negotiations, and the receiving party shall not retain any extracts thereof.

28 | P a g e

20 News and Press Releases 20.1 Tenderers or their agents shall not make any news releases concerning this Invitation to Tender or the

awarding of the same or any resulting agreement(s) without the consent of, and then only in co-ordination with PPECB.

29 | P a g e

21 General Legal Conditions 21.1 The laws of the Republic of South Africa shall govern this Invitation to Tender and any subsequent

agreement entered. Tenderers accept hereby that the courts of the Republic of South Africa shall have jurisdiction.

21.2 PPECB shall not be liable for any costs incurred by the Tenderer in the preparation of response to this Invitation to Tender. The preparation of response will be made without obligation to acquire any of the items included in any Tenderer’s Bid or to select any proposal, or to discuss the reasons why such Tenderer’s or any other Bid was accepted or rejected.

21.3 PPECB may request written clarification or further information regarding any aspect of this proposal. The Tenderer must supply the requested information in writing within two (2) business days after the request has been made, otherwise the Bid may be disqualified.

21.4 In the case of consortium, joint venture or subcontractors, Tenderers are required to provide copies of signed agreements stipulating the work split and Rand value.

21.5 PPECB reserves the right to cancel/reject any Bid and not to award the Bid to the lowest Bidder t or award parts of the Bid to different bidders, or not to award the Bid at all.

21.6 By submitting a Bid in response to this Invitation to Tender, the Tenderer accepts the evaluation criteria as it stands.

21.7 Should the Tenderer withdraw the Bid before the Bid validity period expires, PPECB reserves the right to recover any additional expense incurred by PPECB having to accept any less favourable Bid or the additional expenditure incurred by PPECB in the preparation of a new Invitation to Tender and by the subsequent acceptance of any less favourable proposal.

21.8 Any amendment or change of any nature made to this Invitation to Tender or the Tender Documents shall only be of force and effect if it is in writing, signed by a PPECB authorized signatory and added to this Invitation to Tender as an addendum.

21.9 PPECB will not be held liable for any expenses incurred by Tenderers, in preparing and submitting the proposal.

21.10 In the evaluation of proposal, PPECB reserves the right to conduct independent reference checks.21.11 Should the evaluation of the Bids not be completed within the validity period, PPECB has discretion to

extend the validity period. Upon receipt of the request to extend the validity period of the bid, the Tenderer must respond within the required timeframes and in writing on whether or not it agrees to hold its original Bid responses valid under the same terms and conditions for a further period.

21.12 All Tenderers must make full disclosure of any potential conflict of interests. PPECB will make the final determination as to whether the potential conflict of interest precludes the award of the tender to the Tenderer.

21.13 While information in this document has been prepared in good faith, it does not purport to be totally comprehensive, nor to have been independently verified. PPECB does not accept any liability for its adequacy, accuracy or completeness, nor does it make representation or warranties with respect to information contained in it, or upon which the Invitation to Tender is based.

21.14 Prior to submitting the bid, Tenderers should satisfy themselves of the accuracy and completeness of all the information submitted. Tenderers should be confident that the pricing submitted is sufficient for the company to meet all its obligations in terms of this Invitation to Tender document and any contract that may result from this bid process. Failure to do so may lead to disqualification.

21.15 No gifts, inducements or any other consideration should be promised or offered by any Tenderers in this bid process, either directly or indirectly, to any official in PPECB during the currency of this bid process, and any subsequent due diligence, negotiation or contracting processes that may follow.

30 | P a g e

21.16 Please note that only BEE certificates and Sworn affidavits as per the B-BBEE Act will be accepted and no self-assessments are allowed. Failure on the part of a Bidder to submit a B-BBEE Verification Certificate or Sworn Affidavit from a Verification Agency accredited by the South African Accreditation System (SANAS) or a Registered Auditor approved by the Independent Regulatory Board of Auditors (IRBA) or an Accounting Officer as contemplated in the Close Corporation Act (CCA) together with the bid, will be interpreted to mean that preference points for B-BBEE status level of contribution are not claimed.

22 Further Information 22.1 For further information a Bidder may contact the Procurement Office at the address shown below:

Physical Address PPECB45 Silverboom AvenuePlattekloof

Postal Address PPECBThe Procurement OfficePO Box 15289Panorama7506

Contact number +27 21 9301134Enquiries Thabile Langa & Unathi Manda

ppecb.procurement@ppecb.com

Operating Hours 08h15 – 16h45 (Monday to Friday)

23 Technical Requirements Please provide detailed solutions to the below questions on PPECB service requirements:

# Service Area: Description:

1.

Service Desk Management

1. Please provide details of how your company currently manages and support Help Desk facilities in terms of call logging; tracking and closing.

What system is used: How is call logging tracked; Problem resolution process; How do you support and manage after hours support

requirements; How do you track customer service satisfaction levels; What processes are in place to ensure that the service levels

are maintained; Sample SLA in place with clients?

2.2

Communication & Change Management

2. How do you keep users informed of downtime;3. When conducting maintenance and making changes to systems, what

is the communication process that you follow?4. PPECB has various sites, how will you ensure that all the areas

receive the communication timeously.

31 | P a g e

# Service Area: Description:

3. L2/Tier 2 Desk Top Support

5. What processes do you currently have in place to manage end user support;

6. Do you have remote facilities available, please provide an explanation of how this is managed;

7. Provide a sample SLA on service delivery;8. What comprises your VIP status requirements and how do you support

this;9. What is the process for managing loan equipment;10. How do you ensure active up to date records of equipment and

spares?4. L2/Tier 3 Server

Support 11. How do you manage downtime;12. Please provide details on your maintenance process and plan

management;13. Please provide us with a copy of your Disaster Recovery Plan and

Management process.5. Database

Administration 14. Please provide us with your role profile for this role;15. How do you manage performance;16. What KPI’s are measured?

6. Network Support 17. Please provide us with your standard SLA and KPI’s to manage this section.

7. Enterprise Architecture

18. How do you ensure you stay abreast of innovation in the market to ensure your customer has sustainable best in class processes and systems?

8. Governance 19. What processes and governance processes do you foresee to implement as part of this contract;

20. Provide us with copies of your ISO 20000; ISO 27001 & Cyber Essential International Certificate and any other certification you might have that will have an impact on the contract.

23.1 Section 197 23.1.1 There are seven full time employees who provide the services internally at this time and who will form

part of the outsourcing arrangement i.e. the successful bidder will take transfer of their employment on their existing terms and conditions of employment with no terminations as specified in Clause 3.2.11, as contemplated in section 197 of the Labour Relations Act, No 66 of 1995. The roles and organogram of the 7 (seven) employees are set out in Annexure A: PPECB ICT Organogram.

# Service Area Description

1. Onboarding of employees 21. Please provide a detailed plan on how the employees will be onboarded into your organisation including confirmation that you will take transfer of the employees on their current terms and conditions of employment with no terminations within the first 12 (twelve) months of the contract

2. Benefits 22. Provide a statement of benefits for the roles in the organogram that is equal or better than current structure. Indicate if there where the differences are, with focus on where there is increased benefit.

3. Development 23. How is your people development process structured?

32 | P a g e

# Service Area Description

4. Implementation 24. Provide us with details on how you will manage the Section 197 process.

23.2 General # Service Area Description

1. Experience 25. How many years’ experience does your company have with this type of contract

2. Service Delivery 26. Have you had service delivery failure, provide details on how you have recovered

3. Financial 27. Please provide us with two audited financial statements for the previous years;

28. Do you have a 3 – 5-year growth plan, please share a high-level view with us;

29. Please provide us with a P&L; profits statement for the current year;

30. Has your company been in sequestration in the past five years?4. Implementation Plan 31. Provide us with a detailed implementation plan from day1.

5. National Footprint 32. Should your company not have an identical national footprint as required, please confirm if Sub-contractors will be used? If yes, please provide details of how the SLA with the Sub-contractor will be managed to ensure no downtime.

23.3 Requirements 23.3.1 Bidders are to use the below document to reflect if there is any equipment that will form part of their

improvement plan, together with the costs for the duration of the contract, see example below. It needs to however be noted that the PPECB requires a scalable solution based on business requirements where required.

Equipment Type/Service Type PPECB Requirements

e.g. Service Desk An automated help desk where Users can log their requests.

23.4 PPECB Office Locations

# Regional Office Main/Sub Office Address

1 Head Office Main Office 45 Silverboom Avenue, Plattekloof,7500

2 Citrusdal Main Office 65 Voortrekker Road, Citrusdal, 7340

3 Ceres Main Office 37 Voortrekker Road, Van Eeden Building,

33 | P a g e

# Regional Office Main/Sub Office Address

Ceres, 6835

4 Paarl Main OfficeZomerlust Estate, Bergrivier Boulevard, Paarl, 7646

5 Robertson Main Office 12 Paul Kruger Street, Robertson, 6705

6 HEX River Sub Office Hex Valley, 6 Voortrekker Ave, De Doorns, 6875

7 Grabouw Main Office 7 Bosboulaan Avenue, Grabouw, 7160

8 Nelspruit Main Office 5 Emkhe Street, Nelspruit 1200

9 OR Tambo Sub OfficeUnit 34 Lonrho Logistic Building, Foreign Airline Cargo OR Tambo International Airport, Kempton Park, 1619

10 Centurion Main Office119 Gerhard Street Centurion Close, Centurion 0157

11 Groblersdal Sub Office 17 Gemsbok Street Groblersdal 0470

12 TZANEEN Main Office 2 Thiem Street, Tzaneen, 0850

13 Durban Main Office 2 Old Mission, Bluff, Durban, 4052

14 Durban FPT Sub OfficeO/P Berth, T-Jetty, Dock Road, Port of Durban, 4000

15 Port Elizabeth Main Office 63 Newton Street, Newton Park, 6055

16 Montague Gardens Main OfficeUnit A5 Arden Grove Park, Corner Racecourse & Omuramba Road, Montague Gardens, 7441

17 CPT Airport Office Sub OfficeTower Road, Cape Town International Airport, 7525

18 Tulbagh Sub Office Cirio Delmonte, Tulbagh, 6820

19 Augrabies Sub Office Augpad Cold Stores, Augrabies

20 Kakamas Sub Office Groot Gariep Cold Store, Kakamas

21 Clanwilliam Sub OfficeCapitec Bank gebou nr 3, Hoofstraat, Clanwilliam, 8135

22 Piketberg Sub OfficeKetemba Building nr 2, Voortrekkerstraat, Piketberg

23 Upington Sub OfficeAssuranje Gebou, Markstraat 60, Upington, 8800

24 FPT Sub OfficeFruit product terminal, South Arm Road, C-Berth, Table Bay Harbour

25 Malelane Sub Office 27 c/o Impala & Buffel Street, Malelane, 1320

34 | P a g e

# Regional Office Main/Sub Office Address

26 Kirkwood Sub Office PPECB, Main street, Kirkwood

27 Langkloof Sub OfficeHouse no 1 at Summer Place, Louterwater, 6435

28 Addo Sub Office Main road, Hermitage, Sundays River Valley

29 Patensie Sub Office 6 Middlestreet Close, Patensie, 6335

30 PE Harbour Sub Office  

31 Hoedspruit Sub Office 167 Moose Road, Hoedspruit, 1380

32 Musina Sub Office47 Appelblaar Crescent, Appelblaar Flats Unit C, Musina, 0900

23.5 Vendor Consideration 23.5.1 Vendor ability to provide services to large organizations.23.6 Tender Evaluation23.6.1 The evaluation is based on functionality, which will be evaluated using the following criteria and

points:56788.18.28.3(i) Paper-based Technical Evaluation – Phase 1

The tender submission will be technically evaluated out of a maximum of 195 points based on the bidder’s paper-based submission, the response must be fully completed with responses to each section.

Bidders must achieve a score of the threshold of 156 points to be successful to go to Phase 2. Only bidders achieving 156 points will qualify to be evaluated for Phase 2, subject to achieving the

threshold of the evaluation areas: Technical Requirements; Human Capital; Reporting; Compliance; National Footprint; Business Continuity; Protection of Records and References.

All bidders achieving less than the set threshold will be declared non-responsive and will not be further evaluated on BBBEE and Price.

(ii) Price and Preference – Phase 2All bidders meeting the set threshold will qualify to form part of Phase 2, Due Diligence exercise.

35 | P a g e

23.7 Objective Criteria 23.7.1 No tender will be awarded if the proposed solution does not meet the technical compliance criterion

as set out below. 23.7.2 The PPECB reserve the right not to consider Bids from bidders who are currently in litigation with the

PPECB.23.7.3 The PPECB further reserve the right not to award this tender to any Bidder t based on the proven

poor record of accomplishment of the Bidder t in previous projects within the PPECB and the referee submitted by the bidder.

23.8 Technical Criteria – Paper Based EVALUATION AREA

EVALUATION CRITERIA Reference Page & Section No

Max. Points

Min. Points

Technical Requirements

Database administration capabilities: Ability to provide database administrative services which includes SQL and Oracle technologies - 5 pointsService Level Management capabilities:- Demonstration of management of human, technical and information resources - 5 points- Management of service management processes necessary to achieve service objectives - 5 points- Framework of authorities, responsibilities and process roles - 5 points- Technology aligned to best practices used to support the managed service - 5 points- Approach that will be taken for working other parties involved and their integration with the other components of the managed service - 5 points- Identification and management of service improvements and resource optimisation - 5 points- Customer engagement practices that demonstrates desired outcomes - 5 pointsTransition of improvements to the current services (service take-on procedures and plans): Improvements to against service acceptance criteria; the release and deployment management processes; timescales, roadmap for planned activities and expected outcomes from delivering the improved services (this includes the on-boarding project for this contract) - 10 points

50 40

Human Capital Experience with similar type of outsource;- Onboarding of resources: Please provide a detailed plan on how the resources will be onboarded into your organisation. 10 Points- Benefits: Provide a statement of benefits for the roles in the organogram. 10 Points- Development: How is your people development process structured, how do you ensure your resources has the necessary skills sets for the positions they hold. 10 Points- Implementation: Provide us with details on how you will manage the Section 197 process. 10 Points

40 40

References - Provide at least 3 written references of current 10 10

36 | P a g e

and/or previous clients in the last 5 years (on their letterhead), to whom similar services are/have been provided.- 3 Letters = 10- 2 Letters = 5 Points

Reporting Quarterly; Monthly; Daily Reports: Service Review reporting (ITIL aligned) - 10 points- Performance reporting against set targets, Trend information - 5 points- Customer satisfaction measurements, service complaints and results of the analysis of satisfaction measurements and complaints - 5 points

10 10

Compliance - Proof of ITIL Compliance and ITIL Compliant Services that are provided. 5 Points- Proof of official partner certification from the product manufacturers/distributors for all the proposed equipment (mandatory requirement) e.g. Microsoft partner certification - 5 Points- Audit and corrective action plan management; identification and management of risk practices: 5 points

10 5

National footprint

- Provide a list of office locations in South Africa and confirm in writing whether ability to service all our offices as listed. 5 Points

15 10

Business Continuity and Disaster Recovery

- Business Continuity/Disaster Recovery Plan – to maintain a requited level of continuity during an adversarial situation(s) (primary and secondary hosting facilities) – 20 points- Redundancies - availability of processing facilities to ensure enough service capabilities are maintained (overall solution design) – 5 points

5 5

Protection of Records (POPIA requirements)

- Demonstrated encryption methods – 10 points- Security of network services (includes segregation of networks) to ensure secure transfer of information. Demonstrated information transfer policies and/or procedures – 5 points- International Information Security standard certification(s) (e.g. ISO 27001 certification, Cyber Essentials certification, etc.) – 5 points- Malware protection methods – 5 points- Information and communication technology supply chain risk management practices – 5 points

25 15

Total   195 156

37 | P a g e

23.9 VERY IMPORTANT: Technical documents must be arranged in sequence of the above criteria in a pack with clearly marked sections.

23.10 Supplier Presentation Evaluation 23.10.1 Only bidders who have met the Technical Evaluation threshold will qualify for the presentation phase

(Phase 2) to cover the following:No

Presentation Aspects

- Transition of Infrastructure Services and Implementation plan for: Day 1, Day 30, Day 60, Day 90 and Day 180- High level overview of the technical requirements as per criteria no 1 of the technical response- Implementation: Provide us with details on how you will manage the Section 197 process.- On-boarding of resources: Please provide a detailed plan on how the resources will be on-boarded into your organisation.

23.11 Annexures to Document Annexure “A” : PPECB ICT OrganogramAnnexure “B” : Pricing ScheduleAnnexure “C” : ICT Asset ListAnnexure “D” : Document Checklist

38 | P a g e

24 Annexure A: ICT Infrastructure Organigram

39 | P a g e

Please Note:

The staff currently reports to the CIO, the successful vendor will use the CIO as escalation point. The daily contact will be the Service Delivery Manager and the Account Manager from the vendor side. PPECB will no longer have direct engagement with the team.

25 Annexure B: Pricing Schedule

NB: Provide a detailed cost breakdown in the format as below, use the link below for capturing your response.

Service Area Service Resource Type

Resource # #Hrs Hrly Rate Cost Monthly Cost Annual Cost Hrly Rate Cost Monthly Cost Annual Cost Hrly Rate Cost Monthly Cost Annual Cost

Service Desk Help Desk - - - - - - - - - - - -

MIM - - - - - - - - - - - -

Problem Management

- - - - - - - - - - - -

Change Management - - - - - - - - - - - - Asset Management - - - - - - - - - - - - Service Availability - - - - - - - - - - - - Continuity Management - - - - - - - - - - - -

L2/Tier 2

Desktop Support (Remote Technical Support, End-user computing, Mobile Computing)

- - - - - - - - - - - -

L3/Tier 3

Server Support (Incl. e-Mail and Collaboration Services)

- - - - - - - - - - - -

Database Admin Support - - - - - - - - -

Network Support (Office local area networks e.g. Wi-Fi)

- - - - - - - - - - - -

Enterprise ArchitectureDigital Innovations

- - - - - - - - - - - -

Service Fee - - - - - -

Year 1

Year 1 Cost

Year 2

Year 2 Cost

Year 3

Year 3 Cost

40 | P a g e

26 Annexure C: ICT Asset List

Item Total Acquisition CostDepreciation Value

Book Value

Hard Drive 55 284,67 - 227,97 56,70 Network 26 1 847,60 - 1 541,96 305,65 Router 1 0,90 - 0,90 0,00 Servers 39 2 161,93 - 1 686,56 475,37 Switches 3 369,33 - 174,45 194,88 Wi-Fi AP 20 31,11 - 31,07 0,04

Totals 144 4 695,55 - 3 662,91 1 032,63

Please note: Vendors are to provide solutions on how the assets will be managed and on what basis will it be transferred. An inspection of the assets will be made available in during Phase 2 and form part of the due diligence exercise.

41 | P a g e

27 Annexure D: Checklist

Please ensure this checklist appears at the front of the document duly marked with the order of the documents as per below:

# Document Description Attached: Y/N

5.6 Tax Clearance CertificatePricing ScheduleDraft contract with comments

12 Business Profile 13 Financial Profile 14 Analysis and Financial Viability 15 Terms & Conditions 16 Future Plans 17 Customer References 23 Technical – Questions 1 to 20 23.1 Section 197 – Questions 21 to 2423.2 General – Questions 25 to 32 23.3 Requirements 23.4 National Footprint

Non-Disclosure AgreementPPECB - Draft Services Agreement

42 | P a g e