Ict Support, Maintenance and Service Desk Bid

ICT SUPPORT, MAINTENANCE AND SERVICE DESK BID

ANNEXURE B

Demonstrate the company’s ability to comply with the requirements as stated in the following elements linked to the paragraphs of the Terms of Reference, and include demonstrable track record to that effect.

SUPPORT SERVICES

Propose how the Remote Support will be used to increase efficiency in support and fulfilment of requests, using the Agency’s Microsoft System Centre Technologies. Paragraph 6.1
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Propose the approach of incident and support management such that SLAs are achieved at First, Second and Third Levels. This includes calls where a third party is required to interact with the call. Paragraph 6.2
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Elaborate on the ability to fulfil the requirement of keeping stock of the most used spares and parts locally to achieve service level.Paragraph 6.3 (Mandatory Elements)
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Elaborate and demonstrate the ability to provide alternative solution in order to maintain the services where parts are no longer available due to discontinued technology. Paragraph 6.4
fulfilled(Mandatory Elements)
Elaborate and demonstrate the ability to fulfil the requirement of the resources carrying required parts / spares.Paragraph6.5 (Mandatory Elements)
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Elaborate and demonstrate the ability to resolve All Back Office Incidents within 2 hours. Paragraph6.6(Mandatory Elements)
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Demonstrate how effective incident and support management will be effected to achieve the Service Level Agreement at all level of the support, ensuring that the users remain operational or the workarounds are effected within SLA time, even when there is a third party involved. Paragraph6.7 (Mandatory Elements)
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All Incidents (both Front Office and Back Office) that were not fully resolved, but have been operationalised through workarounds, must have been fully resolved within 20 days. Bidder to elaborate on the ability to fulfil this requirement. Paragraph6.8 (Mandatory Elements)
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All Problems (both Front Office and Back Office) must have been resolved within 20 days, where the implementation of a workaround will be measured as an incident resolution. Bidder to elaborate on the ability to fulfil this requirement. Paragraph6.9 (Mandatory Elements)
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Demonstrate the ability to facilitate the third party related incidents up to resolution for all equipment, with the necessary spares and backup units to apply the workarounds within SLA time –Paragraph 6.10 (Mandatory Elements)
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Demonstrate the ability to resolve all incidents for all equipment where such is NOT covered by OEM maintenance necessary spares and backup units to apply the workarounds within SLA time –Paragraph 6.11(Mandatory Elements)
Demonstrate the ability to perform third level support within the SLA times, irrespective of whether such support is conducted through site visit, telephonically or remotely, and still meet the SLAs. Paragraph6.12(Mandatory Elements)
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Demonstrate and elaborate how quarterly assessment will be performed in the entire environment covering all technologies.Paragraph 6.13 (Mandatory Elements)
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Demonstrate the ability to ensure that each user has a printing, copying and faxing capability. Paragraph 6.14
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Demonstrate and elaborate on how managed print services capability will be implemented to assist in monitoring of the multi-function devices. Paragraph 6.15
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The Agency has an office at Walvis Bay in Namibia. Bidder to elaborate how this office will be supported. Paragraph6.16(Mandatory Elements)
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Acknowledge that the resources that will be stationed at SASSA Office, will be assisted with the tools of trade as indicated in paragraph 6.17
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Demonstrate how the resources that will be stationed at SASSA Office, will be assisted with the tools of trade as indicated in paragraph 6.18
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Acknowledge that the use of phones and access to parking will be at the bidder’s cost. Paragraph 6.18. (Mandatory Elements)
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MAINTENANCE SERVICES

Demonstrate and elaborate on how capacity management will be carried out in all technology platforms. Paragraph 7.1
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Demonstrate and elaborate on how quarterly health check will be performed in all technologies as part of the baseline service. Paragraph 7.2 (Mandatory Element)
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Demonstrate and elaborate on how RCA recommendations will be implemented taking into consideration quality management thereof. Paragraph 7.3 (Mandatory Element)
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Demonstrate and elaborate on how worst performing infrastructure components will be profiled on Average Downtime (ADT) and Mean Time Between Failures (MTBF) and effect preventative maintenance thereon. Paragraph 7.4 (Mandatory Element)
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Demonstrate and elaborate on the management and maintenance of the Technology Risk Register as well as the timely mitigation such risks. Paragraph 7.5
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Demonstrate and elaborate an end-to-end availability management and measurement approach for all the internal services, and demonstrate the reporting capability thereof.Paragraph 7.6
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Propose the User Account Management and Registration approach, with a credible Audit Trail for the measurement of the SLA and audit purposes at both Regional and National Levels Paragraph 7.7
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Propose a Testing and Validation approach sufficient to pass only tested software and hardware to the Production Environment. Paragraph 7.8
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Propose a holistic (with information on CIs and how they are linked), approach to Configuration Managementand the detection of any non-compliance that may have been effected on the production environment, and the corrective action approach thereof. Paragraph 7.9 (Mandatory Element)
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Propose a Software Deployment approach for the new software rollout, software upgrades, software patches, service packs, pattern files, etc. in the production environment for all platforms as part of the baseline service offering. Paragraph 7.10(Mandatory Element)
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Propose and elaborate on the approach for the fulfilment data backups and restores Paragraph 7.11
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Acknowledge the criticality of the data backup and restore requirement ensuring the availability of the resource to render this service. Bidder must elaborate on the approach for the fulfilment of this requirement. Paragraph 7.12 (Mandatory Element)
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Elaborate on the offsite storage of all backup. Paragraph 7.13 (Mandatory Element)
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Demonstrate and elaborate on a Security Management approach and how it will be applied and operated within the Agency at an operational level, including the application of corrective action to security breaches. Paragraph 7.14
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Propose an approach of improving, maintaining and implementing the Agency’s Technological Standards, Blue Prints and Roadmaps as an on-going function at no additional cost to the Agency. Paragraph 7.15
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Propose the method to be used in managing the Disaster Recovery operations, including after hour operations, after hour alerts, DR Testing, and failover capabilities. Paragraph 7.16
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SERVICE DESK SERVICES

Demonstrate and propose the Service Desk Function as envisioned including people, technology and processes. Paragraph8.1
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Demonstrate how the function will be centralised with some competency, especially on the Configuration Management Component, spread in the regions. Paragraph 8.3
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Demonstrate how the availability of the Service Desk as a fully interactive service will be achieved. Paragraph 8.4(Mandatory Element).
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Elaborate how as part of the Interactive Service Desk Service, calls will be managed nationally, where access to the system will be made available to various groups both within the Agency and the various resolver groups, including external vendors, for viewing and updating. Paragraph 8.5
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Demonstrate how access to the Service Desk will be made available to various groups both within the Agency and the various resolver groups, including external vendors, for viewing and updating. Paragraph 8.6(Mandatory Element).
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Demonstrate how Bulk SMS communications capability for the notices will be fulfilled. Paragraph 8.7(Mandatory Element)
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Demonstratehow the Single Point of Contact for all ICT-related support queries with options on paragraph 8.8 will be fulfilled (Mandatory Element)
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Demonstrate the ability for the Service Desk to have the knowledge base to which all analysts must also have viewing access to. Paragraph 8.9(Mandatory Element)
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Demonstrate the ability for the Service Desk to have Problem Management component with a Root Cause Analyses Report repository to be linked to each problem, searchable, and to be a compulsory requirement for the closing of all problems. Paragraph 8.10 (Mandatory Element)
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Demonstrate the ability to fulfil the SLA for all calls made to the Service Desk to beanswered by a live Agent Paragraph 8.11 (Mandatory Element)
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Demonstrate the ability to fulfil the SLA of all New Calls (including the First Call Resolution) to have been logged with reference numbers by the time of hanging up. Paragraph 8.12 (Mandatory Element)
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Demonstrate the ability to assign calls to the relevant Resolver Group correctly within 15 Minutes of the call being logged. Paragraph 8.13 (Mandatory Element)
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Demonstrate the ability to fulfil the requirement for the Service Coordinators of each resolver group (Support Organisation) to have the ability to further assign the calls to the relevant Practitioner / Technician / Engineer. Paragraph 8.14
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Demonstrate the ability to fulfil the requirement for Service Coordinators to be able to update calls and put them to the Resolved Status. Paragraph 8.15
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Demonstrate the capability of the Service Desk to have a restriction for the Service Coordinators to be able to perform the function as indicated in. Paragraph 8.16
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Demonstrate the capability of the Service Desk System NOT to allow back-dated updating where SLA measurements are concerned. Paragraph 8.17 (Mandatory Element)
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Demonstrate the ability of the Service Desk to send notifications both by Email and SMS Notifications when the call is logged. Paragraph 8.18
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Demonstrate the ability of the Service Desk to send notifications both by Email and SMS Notifications when the call is assigned.Paragraph 8.19
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Demonstrate the ability of the Service Desk to send notifications both by Email and SMS Notifications when the call is updated. Paragraph. 8.20
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Demonstrate the ability of the Service Desk to send notifications both by Email and SMS Notifications when the System Generated alert is raised.Paragraph8.21
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Acknowledge and demonstrate the ability of the Service Desk to have relevant tools to capture all Third Parties supporting the Agency at the Third Level for quick reference and effective assigning of faults. Paragraph 8.22(Mandatory Element)
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Propose how Service Level engagements with all the Third Party Vendors supporting SASSA will be managed to support the performance of the SLAs thereof. Paragraph 8.23
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Acknowledge and demonstrate how full responsibility of the life cycle of incidents and problems for the Third Party Vendors and the processes thereof will be fulfilled. Paragraph 8.24(Mandatory Element)
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Acknowledge and demonstrate how the SLA for Vendor Management will be achieved. Paragraph 8.25(Mandatory Element)
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Acknowledge and Propose Vendor Management Performance and Activities reporting. Paragraph 8.26(Mandatory Element)
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Ad Hoc Services

Acknowledge and confirm that the bid value is inclusive of Ad hoc services at 15% of the total bid value. Paragraphs 9.1(Mandatory Element)
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Demonstrate the provision and distinction of Service Requests Services and Break Fix Services where approved Change Requests are considered to be part of the baseline services. Paragraphs 9.2(Mandatory Element)
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Acknowledge billing/invoicing for only approved and fulfilled Ad Hoc services. Paragraphs9.3
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Use Attachment 2 of the TOR to list the Ad Hoc Services with prices and Attach as Annexure E. Paragraph 9.4(Mandatory Element).
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Acknowledge and accept the principlesfor managing Ad Hoc services. Paragraph 9.5(Mandatory Element)
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Acknowledge and accept the principlesfor managing break fixservices. Paragraph 9.6 (Mandatory Element)
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Propose the support for Events such as IMBIZO’s, ICROP and other events to which the Agency may be invited. Paragraph 9.7
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Acknowledge and propose fulfilment of the requirement mentioned in the corresponding paragraph of the TOR Paragraph 9.8(Mandatory Element)
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Acknowledge and propose fulfilment of the requirement mentioned in the corresponding paragraph of the TOR Paragraph.Paragraph 9.9(Mandatory Element)
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Acknowledge the statement mentioned in paragraph 9.10
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Capability

Demonstrate and outline how service take on will be conducted. Paragraph 10.1 (Mandatory Element)
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Acknowledge and accept the principles and demonstrate how those principles will be achieved. Paragraph 10.2 (Mandatory Element)
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Acknowledge and demonstrate how with your national foot print will you render these services to the Agency 10.3. (Mandatory Element)
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Acknowledge and confirm compliance to par 10.4(Mandatory Element)
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Indicate whether you are bidding as a Joint Venture, Consortium, or bidder sub-contract, or go at it as a single company. Paragraph 10.5
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For each partner who is in the consortium, submit the documentation as required in paragraph 10.6
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Should you bid as a consortium, elaborate how the disputes will be resolved without any impact to the Agency. Paragraph 10.7 (Mandatory Element)
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Bidders must demonstrate by filling Annexure C at least minimum 3 years track record for the rendering of these services as per the scope of this bid.Paragraph 10.8 (Mandatory Element)
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Acknowledge and accept as part of the condition of award that 50% of the standard billing fee will be subject to service credits (penalties). Paragraph 10.9(Mandatory Element)
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Acknowledge compliance to and demonstrate how the minimum performance elements will be achieved as indicated in paragraph 10.10(Mandatory Element)
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Acknowledge and accept compliance to the statement on paragraph 10.11
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Resource Requirements

Acknowledge that the resources will be exclusive to the Agency and demonstrate how these resources will be placed within the Agency to deliver the required services, paragraph 11.1(Mandatory Element)
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Acknowledge compliance to the minimum skills requirement as indicated on attachment 3 of this bid. Paragraph 11.2(Mandatory Element)
Acknowledge compliance to Paragraph 11.3 (Mandatory Element)
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ICT Support, Maintenance and Service Desk - Annexure B