SINGAPORE AIRLINES LIMITED

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Request for Information (RFI) Consultancy and Project Management Services

Project Name :

RFI Number :

Version:

Effective Date:

Sales Force Effectiveness – Sales Operations

PSS0518

1

7 Jan 2019

SINGAPORE AIRLINES LIMITED

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Content

1 Introduction 3

2 Requirements To Complete This RFI 3

3 Supplier Information And Prequalification Form 4

4 General Scope Requirements 5

5 Terms & Conditions Of RFI 7

6 Attachments 8

Attachment 1 - Supplier Prequalification & Interested Party Transaction (IPT) Declaration

Attachment 2 - Supplier Code Of Conduct

Attachment 3 - Items/services Specifications

Attachment 4 - Non-disclosure Agreement

Attachment 5 - SESAMi Portal Supplier Guide

SINGAPORE AIRLINES LIMITED

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1 Introduction

1.1 Instructions to The Supplier

You are invited to participate in this Request for Information (RFI) related to the supplying of consultancy and project management services to Singapore Airlines Ltd (SIA) Global & Corporate Sales department.

The information included in this RFI is confidential to SIA and must not be disclosed to any person or organisation without the express written permission of SIA. This RFI, all attachments and subsequent notices, must be returned to SIA or destroyed at SIA’s request.

If you wish to submit a response, it must be in accordance with the documents in and attached to this RFI. The closing date and time for submission is by 25 Jan 2019 at 1200 hours and is valid for 3 months.

1.2 Project Background

In 2017, Singapore Airlines (SIA) launched a wide-ranging review, aimed at identifying new revenue-generation opportunities and reshaping the business into one that continues to deliver high-quality products and services, with significantly improved cost base and, most importantly, higher levels of efficiency. As a result of this review, SIA envisions to deliver a significantly improved and consistent experience for our B2B customers, i.e. travel agents and corporate clients, globally, through a highly professional, service-oriented and specialised Sales Operations set-up that leverages leading-edge technology. Currently, our B2B customers are typically handled directly by our frontline sales team or via our customer call centres. The servicing procedures are mostly decentralised and localised. Within SIA, the Global & Corporate Sales department (GCSD) is spearheading the establishment of Sales Operations hubs across our network, in close collaboration with the local and regional offices in each location. In our bid to set up Sales Operations hubs of the future, GCSD will be conducting a Request for Information (RFI) to invite you to provide more information related to the supplying of consultancy and project management services for this project. This RFI is for: Global & Corporate Sales Department (GCSD) 25 Airline Road, 09F, Singapore 819829 Attn: Senior Manager Global & Corporate Sales

2 Requirements to Complete this RFI

2.1 RFI Preparation

All costs incurred by the Supplier in the preparation, presentation and demonstration of this RFI shall be borne by the Supplier. All supporting documentation and manuals submitted in response to this RFI will become SIA’s property unless otherwise stated by the Supplier at the time of submission.

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2.2 Non-binding Agreement It must be clearly understood that no business will be awarded to any supplier out of this RFI. Prices submitted with this RFI are for information only and no supplier will be held to any price submitted. SIA further reserves the right to contact individual suppliers to obtain further information should this be deemed necessary.

2.3 Samples

The Supplier, as part of their response, are required to submit samples, brochures or documentation of the items/services supplied. All costs incurred in the preparation of the samples, including delivery and collection, are to be borne solely by the Supplier. Samples, brochures or documentation submitted will be returned to the supplier upon request.

2.4 RFI Response Document Guidelines

The Supplier must complete and submit the following documents as part of their response:

Attachment 1 – Supplier Prequalification and IPT Declaration*

Attachment 2 – Supplier Code of Conduct Form* Attachment 3 – Item/Services Specification* Attachment 4 – Non-Disclosure Agreement (NDA)* Attachment 5 – SESAMi Portal Supplier Guide

Suppliers are also required to submit any additional information required for the RFI.

SESAMi Submission

Suppliers are required to register as a member of SESAMi to participate in the Supplier Qualification exercise. Suppliers can upload the response documents and attachments via SESAMi. For queries on technical matters related to SESAMi or subscription to SESAMi SourceKey: Tel: +65 6333 1188 (option 2) or customercare@sesami.com

2.5 Amendment of Documents by SIA

SIA may at any time amend the documents by notice in writing to the prospective suppliers. Any amendments under this clause will become part of the RFI. This will be notified via SESAMi and/or email.

3 Supplier Information & Prequalification Form In this section, the Supplier is requested to complete, sign and endorse the Supplier Prequalification and IPT Declaration in Attachment 1. The information captured with these forms will be used by SIA to accurately assess the Supplier. The Supplier is also required to sign and endorse the Supplier’s Code of Conduct Form submitted as Attachment 2.

* Mandatory documents to be submitted as part of the RFI response

SINGAPORE AIRLINES LIMITED

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4 General Scope Requirements This section details all the project schedule deliverables and other requirements the Supplier must adhere to.

4.1 Key Objectives

4.1.1 Establish a highly professional and specialised Sales Operations set-up • To review the optimal organisational structure and resourcing • To improve the effectiveness and efficiency of Singapore Airlines’ Sales Operations processes and

achieve global consistency in service delivery • To leverage leading-edge technology to raise service levels and streamline work processes • To develop performance management framework to continuously monitor and improve business

outcomes • To provide sustainable structured training for Sales Operations staff • To ensure robust change management and smooth implementation to new set-up globally with

minimal disruption

4.2 Scope of RFI

This section contains a summary of scope items included in the RFI. SIA reserves the right to amend scope at any time during the RFI process. The Supplier may include specifications on the item/service, in terms of the required quality, quantity, and technical specifications whenever applicable. The specification list should be submitted as Attachment 3 – Item/Services Specifications for details of item/services.

The Supplier is requested to provide consultancy and/or project management services for the following items:

4.2.1 Recommend Sales Operations organisational set-up

• Organisational and reporting structure • Optimal resourcing • Languages supported • Infrastructure required (office space, network bandwidth, telco lines)

4.2.2 Solution tools for Sales Operations

• Multi-channel support (voice, email, chat, text) • Routing logic (to route tasks to the right agent based on language or function) • Integration of digital self-service options • Processing of online request submissions • Customer relation management • Workforce management • Case management • Knowledge hub • Performance monitoring

4.2.3 Propose optimised processes with documentation*

• VVIP & CIP handling • Management of ad-hoc requests, e.g. lounge access, excess baggage

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• Booking confirmation request handling • Complaint investigations and handling • End-to-end support for small programme-managed accounts • eDA (Discount Authority) & eFRA (Free/Rebate Authority) applications • Agent Debit Memo (ADM) waiver investigations • Preparation of Corporate and HighFlyer performance reports • KrisFlyer status-match enquiries and applications • Technical troubleshooting (SQ Corporate, HighFlyer, SQ Direct) • Submission and management of group requests • Monitoring of group contracts, deposit & ticketing deadlines • Group deposit collection and refunds, and tracking of materialization rates • Gating, fare and inventory negotiations for groups

*List is non-exhaustive

4.2.4 Develop performance management framework and training curriculum

• KPI reporting & insight generation • Continuous process improvement methodology • Training curriculum development and delivery • Coaching model

4.2.5 Manage overall project implementation

• Partner Singapore Airlines’ Project Management Office, comprising of members from business and IT

• Share and adapt best practices for transition to ensure smooth implementation

4.3 Project Schedule & Deliverables

This section outlines the project deliverables of the RFI process.

SIA reserves the right to change the priority of the planned project dates in consultation with the Supplier. The project emphasizes collaboration and transparency at all stages to deliver shared-goals and the key objectives outline in Section 4.1.

4.3.1 Non-Disclosure, Prequalification & IPT Declaration Participants in this RFI process will have access to some sensitive commercial data. We require our Non-Disclosure Agreement (NDA) to be completed, signed and returned by all suppliers wishing to participate. Please also complete the prequalification form, IPT declaration and upload all required documents and attachments via SESAMi by 25 Jan 2019.

4.3.2 Questions & Answers on RFI

Participants may submit questions in relation to this document to Lau_HuiLing@singaporeair.com.sg by 25 Jan 2019.

RFI issuedSubmission

of forms and attachments

Questions & Answers (Q&A)

Review of submissions

Issuance of RFP

SINGAPORE AIRLINES LIMITED

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4.3.3 Review of Submissions & Issuance of RFP

Following a review of submissions, SIA will provide an RFP document to shortlisted suppliers, including detailed requirements. The RFP is expected to be issued by 4 Mar 2019.

4.3.4 Point of Contact Your point of contact for any procedural enquiries throughout this process is Ms Lau Hui Ling Manager Global & Corporate Sales Lau_HuiLing@singaporeair.com.sg Suppliers are advised not to contact any other representative of SIA during this process, outside scheduled meetings and discussions. Doing so may result in a supplier’s disqualification from the process.

5 Terms & Conditions of RFI

This RFI is subjected to established conditions aimed for the protection of SIA’s interest. 1. Submission of information will imply express acceptance of the conditions herein;

2. All submissions shall become the property of SIA;

3. We may at our sole discretion extend the period for submission;

4. You will indemnify us and keep us indemnified against any third party intellectual property claim

arising out of the information you provided;

5. We reserve the right to accept or reject any or part of any submission, and to reject all submissions

at our sole discretion, without being under any obligation to give reasons therefore;

6. This RFI does not commit SIA to award a contract or to pay for any costs incurred by the Supplier

in the preparation of the information to this request;

7. We are under no obligation to follow up any information forthwith or at all;

8. You agree to comply with the current market standards or practices, legislation or regulatory

compliance whenever is applicable;

9. The information contained in this RFI shall only be disclosed to your employees and agents in part

or in whole strictly on a need to know basis;

10. The information contained in this RFI shall not be disclosed to any third party in part or in whole

without the prior consent of SIA;

11. Without detracting from the prohibition above, any employee agent or third party to whom disclosure

of such information is made shall be required to enter into a prior undertaking to be bounded by the

same requirements of enter into a prior undertaking to be bound by the same requirements of

confidentiality as you are under this RFI;

12. The requirement of confidentiality shall be applicable for a period of 1 calendar year from the date of

this RFI;

13. You are required to sign the Non-Disclosure Agreement (NDA) attached to the RFI as Attachment 4 –

Non-Disclosure Agreement

SINGAPORE AIRLINES LIMITED

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6 Attachments

Attachment 1 – Supplier Prequalification and IPT Declaration

The Supplier is required to sign and submit the Supplier prequalification and IPT declaration to SIA.

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Attachment 2 – Supplier Code of Conduct Form

The Supplier is required to sign and submit the form to indicate acceptance to SIA’s Supplier Code of Conduct.

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Attachment 3 – Items/Services Specifications

The Supplier is required to submit, specification documents of the items/services. For example:

• Work done for similar projects

• Detailed evaluation of solution tools

• Examples of optimised processes

• Previously developed performance management framework and training curriculum

• Etc.

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Attachment 4 – Non-Disclosure Agreement (NDA)

The Supplier is required to sign and submit the NDA to SIA as part of the RFI response.

SFE Sales

Operations NDA.docx

SINGAPORE AIRLINES LIMITED

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Attachment 5 – SESAMi Portal Supplier Guide

The Supplier may refer the attached SESAMi portal supplier guide, if required.

Disclaimer This template is prepared solely for the use of Singapore Airlines Limited, for the purpose of formulating/refining relevant templates for processes under PSS, and should not be used, quoted, referred to or relied upon, in whole or in part, without KPMG Services Pte. Ltd.’s prior written permission, by any third party or for any other purposes. We do not assume responsibility for loss and expressly disclaim any liability to any party whatsoever, however arising, out of the use of this template contrary to the purpose of this engagement as set out above. This template is prepared solely for Singapore Airlines Limited under the terms of the engagement contract dated 06/18/2018 (the Engagement Letter) and cannot be copied or circulated, either in whole or in part, to any other parties or for other purposes other than those stated in the Engagement Letter without KPMG Services Pte. Ltd.’s prior written consent.