REQUEST FOR PROPOSAL. For. Outsourcing of IT Service Desk and Desktop Support Services along with standards Service Desk Tool based on ITIL guidelines

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________________________________________________________________________________________

REQUEST FOR PROPOSAL

For

Outsourcing of IT Service Desk and

Desktop Support Services along with standards Service

Desk Tool based on ITIL guidelines

RFP # no.: 10/S/HAAD/PT/2014

Bid issue date: February 24, 2014

Deadline for submission of proposals: March 23,2014 Closing time: 02:00 pm

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INDEX

Contents of the Request for Proposals ... 4

Definitions and Abbreviations: ... 5

Section A – Instruction to Bidders ... 6

ARTICLE 1- TENDER PROCESS DEADLINES ... 6

ARTICLE 2- PACKING AND LABELLING OF PROPOSALS ... 6

ARTICLE 3- SUBMISSION OF PROPOSALS ... 6

ARTICLE 4- PROPOSAL CONTENTS ... 7

ARTICLE 5- BID BOND ... 8

ARTICLE 6- RFPTERMS AND CONDITIONS ... 9

ARTICLE 7- VALIDITY OF PROPOSAL ... 9

ARTICLE 8- INCOMPLETE AND LATE OFFERS: ... 9

ARTICLE 9- INQUIRIES ... 9

ARTICLE 10- ALTERATION OF PROPOSALS ... 9

ARTICLE 11- ELIGIBLE BIDDERS ... 10

ARTICLE 12- PROOF OF NON-PROFIT STATUS ... 10

ARTICLE 13- COSTS FOR PREPARING PROPOSALS ... 10

ARTICLE 14- CLARIFICATION ... 10

ARTICLE 15- EVALUATION OF PROPOSALS ... 10

ARTICLE 16- AMENDMENTS ... 10

ARTICLE 17- CONFIDENTIALITY ... 10

ARTICLE 18- OWNERSHIP OF PROPOSALS ... 11

ARTICLE 19- BID CANCELLATION ... 11

ARTICLE 20- DISCUSSION/NEGOTIATION ... 11

ARTICLE 21- AWARD ... 11

Section B – Terms of References ...12

ARTICLE 1- GENERAL BACKGROUND AND HAAD OBJECTIVES ... 12

ARTICLE 2- SPECIFIC BACKGROUND OF IT IN HAAD ... 13

ARTICLE 3- PURPOSE AND OBJECTIVES OF THE RFP ... 13

ARTICLE 4- SCOPEOFWORK&TECHNICAL REQUIREMENTS ... 14

ARTICLE 5- PERIOD OF PROJECT EXECUTION ... 31

ARTICLE 6- REQUIREMENTS... 31

ARTICLE 7- DELIVERABLES ... 31

Section C – Draft Contract Agreement and Conditions ...32

ARTICLE 1- SUBJECT ... 32

ARTICLE 2- STRUCTURE OF THE CONTRACT ... 32

ARTICLE 3- CONTRACT VALUE ... 32

ARTICLE 4- COMMENCEMENT DATE ... 32

ARTICLE 5- PERSONNEL ... 32

ARTICLE 6- INFORMATION TO BE PROVIDED TO THE VENDOR ... 33

ARTICLE 7- REPORTING ... 33

ARTICLE 8- INVOICES ... 33

ARTICLE 9- CONTRACT PRICE ... 34

ARTICLE 10- CONTACT ADDRESSES ... 34

ARTICLE 11- PERFORMANCE BOND ... 34

ARTICLE 12- INTELLECTUAL PROPERTY ... 34

ARTICLE 13- NON-ASSIGNMENT ... 34 ARTICLE 14- ACKNOWLEDGEMENT... 35 ARTICLE 15- PENALTIES ... 35 ARTICLE 16- CONFIDENTIALITY ... 36 ARTICLE 17- TAXES ... 36 ARTICLE 18- TERMINATION ... 36

ARTICLE 19- GOVERNING LAW AND LANGUAGE ... 37

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ARTICLE 21- DISPUTE SETTLEMENT ... 37 Annex I – Evaluation Criteria and scores ...38 Annex II – Financial Evaluation Template ...39

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Contents of

the Request for Proposals

The complete Request for Proposals shall include the following: Section A: Instructions to Bidders

Section B: Terms of Reference (Technical requirements/ Scope of Work) Section C: Draft Contract Agreement and Conditions

Annexes:

 Annex I: Evaluation factors and scores

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________________________________________________________________________________________

Definitions and Abbreviations:

The terms used in this RFP and the subsequent contract shall have the following meanings: Bidder A legal entity entitled to submit a proposal in response to this bid

Vendor /OSP The awarded bidder selected to perform the project’s scope of work

Contracting Authority/HAAD Health Authority – Abu Dhabi Days/months/years Calendar days/ months/years

Project Outsourcing of IT Service Desk and Desktop Support Services along with standards Service Desk Tool based on ITIL guidelines.

Government Government of Abu Dhabi

N/A Not applicable

RFP Request For Proposals

TOR Terms of Reference

ADSCIC Abu Dhabi Systems &Information Centre

ITSM Information Technology Service Management

OSP Outsourced Service Provider

WO Work Order

ITS Information Technology Section

SLA Service Level Agreement

ITIL Information Technology Infrastructure Library

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Section A – Instruction to Bidders

In submitting proposals, bidders must comply with all instructions contained in this RfP document. Failure to submit a proposal containing all the specified information and documentation (incl. All completed forms and templates, and a declaration that all the specified TOR will be accepted) within the stated submission deadline will lead to rejection of the proposal.

Article 1 - Tender Process Deadlines

Subject Date

Deadline for requesting clarifications from the HAAD March 14. 2014

Last date for issuing clarifications by the HAAD March 16. 2014

Clarification Meeting N/A

Deadline for submission of proposals March 23. 2014

Public Bid opening of technical proposals to all participated Bidders in the Tender

Terms for attending the Public Bid opening Session:

The bidder’s representative who wishes to attend the Public Bid opening should hold authorization letter stating his ID no.

(Passport no.) Signed and stamped by the authorized person in his Company.

March 24. 2014 Time: 10:00 am Venue: Meeting room – 2nd floor – HAAD building (address stated below in Article

3/Section A) Article 2 - Packing and Labelling of Proposals

Each submitted proposal must comprise a technical offer and a financial offer, each of which must be submitted separately. Each technical offer and financial offer must contain one original, clearly marked "Original", and 2 copies, each marked "Copy". Article 3 - Submission of Proposals

Proposals must be submitted either by recorded delivery (official postal service) or hand delivery directly to the HAAD in return for a signed and dated receipt to the following

address:

Mr. Sultan Al Marzouqi – Section Head of Procurement Health Authority – Abu Dhabi P.O. Box 5674

2nd_{floor – Procurement Section}

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

Any deviation from these instructions (e.g., unsealed envelopes or references to price in the technical offer) is to be considered a breach of the rules, and will lead to rejection of the proposal.

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The outer envelope should carry the following information:

a) The address for submission of proposal indicated above;

b) The reference code of the bid to which the bidder is responding:

(10/S/HAAD/S/PT/2014 ) c) The name of the bidder.

 The pages of the Technical and Financial offers should be numbered. Article 4 - Proposal Contents

A. Technical offer

The Technical offer must include the following documents:

Document Title Check List

Y/N  Table of Contents, including page numbers.

 Full contact details of the key person in the company in case of any clarification requirements.

*Letter of Submission on Contractor’s letterhead signed and stamped

by the person in charge or the Contractor’s authorized representative acknowledging the Contractor’s agreement to the terms and conditions of this RFP and certifying that all information offered in the submitted proposal are true, accurate, and complete.

*An executive summary & Technical approach, demonstrating the

bidder’s understanding of the project’s requirements, proposed solution for such project …etc). The Executive Summary should contain a summary of the vendor’s proposal written for non-technical personnel. The summary should define:

o Overall services offering including the proposed services approach/strategy, manpower resourcing, deliverables, service level agreements (SLAs) and associated support services;

o State the number of offered on-site ( at HAAD main building) and off-site resources to cover and provide the services required herein Section- B of this RfP;

o Explain how the proposed services offering are geared to address HAAD’s operational business requirements and objectives.

 Audited Financial Statements for the past two years.

 The bidder should have a minimum of three years’ experience in UAE Market

 Copy of valid trade license/ Legal registration

documents/agency registration in UAE.  Bidder’s project team organisation chart.

 Business references for at least three (3) projects of similar nature executed in the UAE/GCC, that shows that the bidder has a satisfactory performance record. Business References can be either copies of contracts (i.e., pages that shows the agreement and scope of work) or letter of references from entities for which the bidder has performed services of similar nature, to demonstrate the bidder’s capability of meeting the project’s requirements. Bidder is required to

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include details of points of contact (name, address, telephone number, etc.) for such references.

 Soft copy of the Technical proposal ONLY (with No reference to commercial offer).

*Unconditional bid Bond

Detailed CVs for the key experts and project team showing the

number of staff involved in the project implementation, full time or part time and the time allocated to the project, per staff.

 The CVs for the key experts and project’s staff incl. their language capabilities, their employment status with the bidder, and their legal status (current right to work in the UAE).

 Project Time schedule of the management's plan for the activities and the proposed solution.

*Note: After the bid opening and in case bidder did not submit the required (*)documents stated above, the proposal will be administratively rejected immediately in the bid opening session without further consideration for review and evaluation.

B.

Financial offer

The Financial offer should be quoted in U.A.E currency (AED), inclusive of all costs and all applicable tariffs and /or taxes and must be submitted using the attached template (Annex II).

The Bidder should quote its prices clearly stating the total amount “not to exceed basis” per annum for providing the required services as per the RFP requirements stated in Section B showing a breakdown of the fee structure (i.e. :This should show the monthly charges to be paid to the Vendor and the rates of the proposed Vendor’s staff, including all levels. etc).

Important Notes to bidders in preparing the financial offer:

A. It is bidder’s responsibility to examine and consider all the RfP requirements while preparing the financial proposals and the offered off-site and on site resources for providing the services requested in Section B- herein.

B. Bidders should quote the prices including all anticipated costs (i.e: accommodation, travels expenses.. etc)

C. Bidders should provide the financial offer in two options as follows:

1- Option 1: State the financial offer for providing the services requested

herein Section B- daily from 7 am to 4 pm, Sunday through Thursday D. Bidders should quote there prices per annum showing the monthly costs and break

down for the monthly rate/per dedicated staff to the contract implementation. Article 5 - Bid Bond

The bidder must submit a bid bond with an amount of AED 60,000 (Sixty Thousand Dirham) enclosed in the technical proposal. The bond shall be unconditional, valid for 120 days starting from the closing date of proposal submission and addressed to the Health Authority – Abu Dhabi. Priority for issuing the Bid bonds in UAE should be from an Abu Dhabi Banks. The bid bond will be returned back to bidders after the evaluation and awarding processes are completed. The Bid Bond will be forfeited for

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________________________________________________________________________________________ the benefit of the Contracting Authority in case the bidder withdraws prior to the lapse of the 120 days validity . The Bid Bond shall be returned back to the bidders as follows:

 To those who are not awarded this RFP;

 In case the Contracting Authority cancels this RFP; and

 To the bidder who is awarded this RFP on condition that the contract is signed. Article 6 - RFP Terms and Conditions

Failure to meet the specified terms and conditions of this RFP at the time of submission of offer/proposal will result in disqualification of the Bidder.

Article 7 - Validity of Proposal

Proposals must remain valid and open for the acceptance of the HAAD for 120 days from the RFP closing date. Proposals specifying a shorter acceptance period will be rejected.

Article 8 - Incomplete and Late Offers:

Incomplete and late proposals will not be accepted. It is the bidder’s responsibility to ensure that the proposal is submitted complete, on time and in accordance with the RFP terms and conditions. Late proposals shall be returned to Bidders unopened. Article 9 - Inquiries

Bidders may submit questions in writing either through fax or e-mail to the following address and before the deadline stated in the table of tender deadlines (Article 1/ Section A).

Contact name : Ms. Dina Mohsen Khaled Procurement Officer

Address : Health Authority – Abu Dhabi

Fax no. : +9712 4193692

E-mail : dkhaled@haad.ae

Any clarification issued by the HAAD will be communicated in writing to all the bidders before date stated in the table above. No further clarifications will be given after the stated date.

Note: Any clarification issued by HAAD will be communicated in writing to all the

bidders & will be published on HAAD website: www.haad.ae . Bidders have to keep following the tender’s update on the HAAD website.

Any prospective bidders seeking to arrange individual meetings with HAAD or any of its employees concerning this contract during the bidding period may be excluded from the bidding procedure.

Article 10 - Alteration of Proposals

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

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Article 11 - Eligible Bidders

Bidders considered eligible to submit proposals are defined as the entity /organisation that is legally registered in the UAE to do business and can provide a valid certificate of legal registration/ trade registration license.

Article 12 - Proof of Non-profit Status

Bidders claiming non-profit status must provide certification from the registering body with their proposals.

Article 13 - Costs for preparing proposals

Under no circumstances will the HAAD accept liability for any costs incurred in connection to the preparation and submission of proposals even if the HAAD decides to reject all the proposals or cancel the tender altogether.

Article 14 - Clarification

During the evaluation process, the HAAD may request additional information from bidders with regard to the submitted proposal if deemed necessary by the tender evaluation committee.

Article 15 - Evaluation of proposals

The evaluation process will identify and recommend the proposal which is technically superior at reasonable price.

 The weight of the technical factors = 70 %

 The weight of the cost = 30 %

Only proposals with average scores of at least 70 points in the technical evaluation criteria set out at Annex I qualify for the financial evaluation.

C. Technical evaluation of bids

The technical quality of each bid will be evaluated in accordance with the evaluation criteria specified in Annex I of this RfP document. No other award criteria will be used. The award criteria will be examined in accordance with the requirements indicated in this RfP.

D. Evaluation of financial offers

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

Article 16 - Amendments

During the proposal submission period, if the HAAD decides to modify/ change any requirement/s of the RfP, [the modification/s shall be released through the issuance of an amendment to the RfP.] Any amendment will be issued in writing and will be sent to all bidders.

Article 17 - Confidentiality

The entire evaluation procedure is confidential and all proposals are for official use only and may be communicated neither to the bidders nor to any party other than the HAAD.

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________________________________________________________________________________________ Article 18 - Ownership of Proposals

The HAAD retains ownership of all proposals received as part of this tender. Consequently, bidders have no legal right to have their proposals returned to them. Article 19 - Bid Cancellation

The HAAD has the right at any stage in the bidding process to cancel the whole bid without justification to any of the bidders. In the event, Bidders will be notified in writing of the cancellation by the HAAD.

Article 20 - Discussion/Negotiation

HAAD may initiate discussions should clarification or negotiation be necessary. Bidders should be prepared to provide qualified personnel to discuss technical and contractual aspects of the proposal.

Article 21 - Award

Successful bidder will be notified in writing of the award. An award is not a contract and can be withdrawn at any time by HAAD prior to its signing of a definitive contract. Successful bidder will be required to sign at the completion of the selection process to sign a formal agreement on such terms and conditions as per HAAD’s standard terms. The final agreement will stipulate that the application software and the recommended hardware configuration specified will satisfy the functions as stated in the RFP. Vendors should also be aware that the following documents will form part of the final contract:

 this RFP

 the vendor’s proposal

 any other official correspondences between the authorized persons only from both parties in terms of emails, letters and faxes that may be used to convey clarifications, commitments or requirements between HAAD and the selected Bidder.

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Section B – Terms of References Article 1 - General background and HAAD objectives

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

The primary functions of HAAD are:

 Enhance the quality of the healthcare services, within the Emirate of Abu Dhabi and to develop policies, standards, strategic plans, capacities and service levels.  Establish and enforce regulations governing all aspects of healthcare provisioning

for public and private healthcare facilities through the process of licensing and inspection.

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

 Regulate the relationship between health insurance providers, healthcare facilities and patients.

 Regulate scope of services, premiums & reimbursement rates of providers and payer.

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

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

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

 Providing access to affordable healthcare to everyone in the Emirate of Abu

Dhabi through the introduction of mandatory health insurance

 Ensuring healthcare providers achieve world-class outcomes

 Maximizing patient safety with respect to all healthcare services and building

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

 Expanding medical teaching and training capacities, as well as increasing the

number of staff with international qualifications at all levels in the health system

 Enabling informed patient choice of healthcare providers based on transparent

outcomes data and systematically measured customer satisfaction

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

resources

 Promoting health awareness and healthy behaviors through increased

screening for diseases, health awareness campaigns, vaccination programs, and other preventative initiatives

 Ensuring that the Emirate of Abu Dhabi’s health system is prepared for all

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Article 2 - Specific background of IT in HAAD

HAAD depends a great deal on Information Technology solutions & services for desktop office automation as well as core business applications to manage its business operations. The IT infrastructure currently in place consists of a full-fledged Data Center that connects all HAAD locations and offices, and serves the business needs of its employees, customers, associated business and government entities and the healthcare ecosystem at large.

The IT Department (ITD) is one of the support services of the HAAD, with the responsibility to build and manage:

1. A comprehensive suite of business information systems. 2. A comprehensive suite of e-government services.

3. Underlying network computing systems, personal computing systems and support services.

In line with the HAAD strategy and with the objective of maximizing focus on core services and maximizing the efficiency and effectiveness of support services; the IT department plans to outsource the functions of IT service desk integrated with Call Center and IT desktop support.

ITD manages IT requirements of HAAD which consists of selection of Information Technology solutions as well as Deployment and Maintenance of IT Infrastructure and Applications in lines with HAAD’s business objectives. The IT Infrastructure comprises of Desktops & Laptops, Printers & Scanners, Servers, Storage, Network & Security devices and related software components.

In this context, HAAD is inviting leading IT Service Providers (OSP) to submit proposals for the provision of the IT services as specified in this Request for Proposal (RFP).

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Article 3 - Purpose and Objectives of the RfP

 Strategic focus: Off-loading of non-strategic (commodity) IT processes and

services to enable focus on strategic processes and initiatives.

 Service improvement: Improve efficiency and effectiveness of IT services

leveraging the skills & capabilities of professional vendors.

 Service flexibility: Use flexible sourcing models that will enable the IT

department to effectively cope with rapid growth in its products, services and client base.

 Cost reduction and cost transparency.

 Remediation of current service issues and improvement of user satisfaction levels.

 Enhance User Productivity, Knowledge & Awareness.

 Streamline Vendor Coordination for Warranty Support.

 Improve Hardware Spares Management & Software Library Support.

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Article 4 - SCOPE OF WORK & Technical Requirements A. Organizational perspective

From an organizational perspective, outsourcing includes following functional services that part of the IT organization (IT Services); these are:

1. The Helpdesk

2. The Desktop Support

3. Telecom Support (User side) 4. IT Asset Management (User side)

The desktop support provides a wide range of technical services for end users on the site, remotely and over the phone. Following is a list for the key roles and responsibilities:

 Preparation of new PCs/notebook computers for deployment, including the unpacking, installation of the operating system, installation of applications and clients as per the user requirements, settings of operating system, user profiles, & PC BIOS parameters as per HAAD policies.

 Onsite installation of new PCs and locally attached peripherals such as printers (Dot-matrix & ID Card Printers only), image scanners. The installation includes site readiness inspection to verify availability of proper desktop, power outlets, & network outlets.

 Installation of additional applications as per user’s requirements such as HAAD Business applications, Acrobat reader, etc.

 Inspecting and troubleshooting the Time attendance recording devices distributed across all sites.

 Upgrade of PC hardware as required such as increase of memory or hard disk size.

 Upgrade of Desktop Operating Systems & MS Office Suites as per HAAD requirement.

 Troubleshooting of hardware and software for PCs & Peripherals. (Network & MFP Printers exclude)

 Recovery (If possible) of lost user’s data caused by hardware or software failures and user errors.

 Relocation of PCs & Peripherals (Network & MFP Printers excluded) as required by users.

 Service Management system rank must be one of the leaders per Gartner Group.

 Service Desk system from International company with a brand name and easy to integrate with other products from to do the full ITSM (information technology service management) job.

 Service Desk system shall be ITIL certified.

 Configuring user data backup mechanisms as required by users.

 Configuration and fine-tuning of existing applications on PCs such as internet browsers and office automation application settings.

 The helpdesk tool should be compliant with ISO20000 and HAAD ITSM Standard (currently under development)

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________________________________________________________________________________________ Helpdesk staff located at the OSP must assume the following key roles and responsibilities:

 Single point of contact for IT related queries & IT related Support issues

 Receive incident reports from Users via telephone or email

 Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors

 Record all required incident details on the incident management system

 Link the incident record to the User ID and configurations

 First level support to attempt to resolve the incident, use remote control if necessary for incident resolution

 If the incident requires escalation to level 2 support, the helpdesk staff create a work order on Service Desk and assign it to the appropriate level 2 technician / engineer

 Track the incident until closure and keep the User up to date with the incident status

 Functional escalation in case the incident resolution times exceed the agreed service levels

 Selective quality checks on closed incidents & service requests

 Receive service requests forms that have passed the business assessment and approval procedures

 Ensure the data migration of all existing transactions from current helpdesk tool (with as is status of all tickets) to new one.

 Link the service request record to the User ID and configurations

 Forward the service request to the proper IT technician / engineer, in accordance with the service request procedures

 Track the service request until closure and keep the User up to date with the status

 Functional escalation in case the service request completion times exceed the agreed service levels

 Notify Users about major system/network outages. In most cases, the outage notification template is filled by IT operations or applications teams then emailed by the Service Desk staff to the appropriate distribution list

The current estimated inventory of Desktops & Peripherals includes the following:

Desktops/Laptops: Approx. 700

Printers (Dot-matrix & ID Card): Approx. 11

IP Phones: Approx. 525

Scanners Approx. 60

Tablets Approx. 90

Smart Phones (Blackberry) Approx. 65

Projectors Approx. 20

B. Systems perspective

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End-user systems - Support outsourced to OSP

 Desktop computers

 Notebook computers

 Dot Matrix & ID Card Printers

 Scanners

 USB attached desktop devices

 Other desktop peripherals like barcode readers, special purpose serial printers

 Desktop operating systems

 Desktop applications (MS Office, MS Project etc)

 Desktop utilities (Internet Explorer, Adobe Acrobat, Macromedia Flash, etc.)

 Desktop virus defense

 Structured cabling system – user side (socket and patch cable)

 Desktop management systems and tools o Incident

o Problem o Configuration

o Software distribution o Remote Control

o Cloning and OS deployment

C. Process perspective

From a process perspective, the OSP will handle a variety of support related responsibilities that fall under 11 process domains:

1. Incident management

2. Service request management 3. Problem management

4. Desktop operations management 5. Change management

6. Configuration management

7. User (IT user) relations management 8. Vendor relations management

9. Service level management 10. People management 11. Platform management

D. Tools & Resource perspective

 OSP must setup a Call Center with sufficient telephone lines and be integrated with Service desk system for quality review & exhaustive reporting facilities.

 This Call Center along with respective Service desk engineers must be located at OSP’s office.

 OSP shall ensure to deploy an integrated suite of Desktop Management, Desktop Security, ITIL compliant Service desk system and Asset management system along with required Hardware & Software.

 OSP shall integrate the Desktop Management tool with the Nexthink Desktop Monitoring tool used in HAAD All these Hardware & Software Tools must be with

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________________________________________________________________________________________ sufficient legal licenses to cater the entire HAAD IT requirements (OSP Resources & HAAD internal IT support team) and renewed at respective periods and transferrable to HAAD as and when required.

 Minimum Two Engineers must be equipped with Comprehensive IT Tool kits along with Mobile phones & Car with Valid UAE driving License.

As part of these Tools & Resources, OSP must provide following minimum reports on Daily, Weekly & monthly basis:

 Overall Incident Summary reports.

 Incidents Summary reports location wise.

 Call Documentation reports.

 Call Capture reports.

 Average Call Answer time reports.

 Maximum Time to respond reports.

 First Call Resolution reports.

 Overall Work Orders Summary reports.

 Work Orders Summary reports location wise.

 Work orders response time reports.

 Work orders Resolution time reports.

 Service Requests Response time reports.

 Service Requests Completion reports.

 IT Assets recording reports.

 IT Assets History Reports

 Assets recording (New & updates) time reports.

 Periodic IT Assets Audit reports.

The responsibility matrix below outlines HAAD view for the process responsibilities at the time of preparing the RFP. This responsibility matrix is not rigid and will be subject to change during the negotiations with the selected OSP.

Responsibility matrix of services from process perspective

Service / Task Responsible Party

OSP HAAD IT Both

1- Incident Management

Level 0 / 1 incident management 

Level 2/3 incident management (End-User

Systems) 

Level 2 / 3 incident management (Network

Systems & Printers) 

User point of contact for incident status updates  Known error documentation (End-User Systems

and telecom devices) 

Known error documentation (Network Systems &

Printers) 

Daily ,weekly and monthly incident reporting 

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policies and procedures

Real time Incident process visibility with status

for all tickets 

Ability to change process definition by drag &

drop tools in the application 

Develop & Document policies & procedures for

Incident Management to achieve ISO20k  Maintaining a Chargeback Model within the

service desk for the various assets & services to end users.

 Maintain chat record & Functionality in the

service desk tool between end users & IT 

2- Service Request Management

Business assessment and approval 

Recording and tracking of service requests on

service request system 

Hardware and software procurement (Internal purchase requisition, Purchase Order, Tender, Summary of Quotation, Petty Cash, etc.)

 User point of contact for service request status

updates 

Provision of service (End-User Systems and

telecom devices) 

Provision of service (Network Systems) 

Establish and maintain incident management

policies and procedures 

Conversion of call management to Incident or

request management. 

Service Request Management. 

3- Problem management

Problem recording and administration (End-User

Systems ) 

Problem investigation and resolution (End-User

Systems ) 

Problem recording and administration (Network

Problem investigation and resolution (Network

Establish and maintain problem management

Publish Known error articles into KB after

approval. 

Problem Management. 

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Installation and configuration of End-User systems and telecom devices : Desktops

scanners/barcode scanners/ Telephones (digital, IP, wireless IP)



Preparation and annual desktop upgrade plan 

Implementation of annual desktop upgrade plan

up to 150 Desktops 

Packaging and deployment of new software

releases 

Packing and deployment of patches and hot- fixes

(OS, security and application) 

Preventive and routine maintenance (End –User

system – Printers excluded ) 

Ability to scan endpoints including SNMP devices & populate the information into service desk CMDB



5- Change Management

Submit RfC (Request for Change) 

Assess RfC 

Approve / Disapprove RfC 

Implement Changes (End-User systems)  Implement Changes (Network systems &

Printers) 

Establish and maintain change management

Change Management. 

6- Configuration Management

Record all inventory and configuration items in the configuration management database

(End-User Systems) Printers & Photocopiers  Continuous update of inventory and configuration management records (End-User Systems)  Record all inventory and configuration items in

the configuration management database

(Network Systems) 

Continuous update of inventory and configuration

management records (Network Systems) 

Perform routine inventory and configuration

audits 

Perform periodic inventory and configuration audits  Reconciliation of inventory and configuration

database 

Periodic and on demand exports from the

configuration management database to the asset management system

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Monitor software license utilization (End-User

Systems) 

Monitor software license utilization (Network

Systems) 

Establish and maintain configuration

management policies and procedures 

Configuration Management. 

Asset Management activities such as creation of asset, asset movement, Linking inventory to asset’s, linking asset to users, asset to asset relationships, asset transfers

 Maintain asset structure with graphical

relationships 

Maintain Impact Analysis for each CI in production

7- User (HAAD User) Relationship Management

Point of contact for incident and service request

status updates 

Create outage notifications 

Outage notification broadcast 

Point of contact for User complaints and

suggestions 

Measure User satisfaction 

User account management 

User Relationship Management. 

8- Vendor Relations Management

Liaison of vendor support (End-User Systems) 

Liaison of vendor support (Network Systems 

Liaison of procurement activities 

Vendor issue management 

Vendor Management. 

9- Service Level Management

Set service level metrics and objectives 

Record service level exceptions (end-User System

and telecom devices) 

Record service level exceptions (Network

System) 

Service level reporting (End-User Systems and

telecom devices) 

Service level reporting (Network Systems)  Service level audits and spot checks 

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________________________________________________________________________________________

conditions (including penalty clauses)

Conduct periodic SLA performance reviews 

Establish and maintain service level management

Ability to maintain holidays & multiple calendars

& timings. 

SLA Management. 

10 - People Management

Provide Service Desk technicians 

Provide Desktop /Telecom Support technicians  Service Desk and Technical Support staff training

and development 

Provide Service Desk & Technical Support manager 

Provide Overall Program Manager 

Provide configuration officer 

Provide change and release manager 

Provide OSP relations manager 

11- Platform Management

Acquire incident information system  Implement incident information system  Operate incident information system 

Acquire problem information system 

Implement problem information system 

Operate problem information system 

Acquire configuration information system  Implement configuration information system  Operate configuration information system  Acquire change management information system  Implement change management information

system 

Operate change management information system  Acquire software distribution system  Implement software distribution system  Operate software distribution system 

Acquire remote control system 

Implement remote control system 

Operate remote control system 

Acquire Imaging and PC deployment system  Implement Imaging and PC deployment system  Operate Imaging and PC deployment system  Acquire software license monitoring system  Implement software license metering system  Operate software license metering system  Acquire Hardware/Software Inventory system  Implement Hardware/Software Inventory system 

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Operate Hardware/Software Inventory system  Acquire Desktop Power management system  Implement Desktop Power management system  Operate Desktop Power management system  Acquire Comprehensive Desktop Security system (Patch, Device Blocking, Vulnerability

Assessment, Anti Spyware, Application Blocking)  Implement Comprehensive Desktop Security

system 

Provide Integration with NEXThink dashboard

within the Service Desk console 

Enable Multiple Incoming mail addresses for

ticket logging 

Provide mobile access of service portal to end

users & IT staff 

Operate Comprehensive Desktop Security system  Acquire Service Desk Call Management System  Implement Service Desk Call Management System  Operate Service Desk Call Management System  Acquire Call Center & IVR system  Implement Call Center & IVR system  Operate Call Center & IVR system 

E. Service Level Metrics / Term

HAAD IT aims for SLA based provision of services. The list of SLA metrics and terms below outlines HAAD view at the time of preparing the RFP.

Target Service Levels

Service / Task Target Service Level 1- Incident Management

Level 0 / 1 incident management

 Coverage hours from 7 am to 4 pm, Sunday through Thursday

 100% incidents are recorded on the incident information system

 Adherence with HAAD incident

management policies, procedures and standards

 98 % call capture

 Average response time to a call = 10 Sec

 Max time to respond to a call = 25 Sec

 60 % Level 1 (first call) incident resolution

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________________________________________________________________________________________

 At least 4 active telephone lines

Level 2/3 incident management (End-User Systems)

 Coverage hours as per specified above

 Work Order response times according to priority A = 15 Min B = 1 Hours C = 4 Hours D = 8 Hours

 PC, printer, scanner or telecom device (repair or replace time) according to priority A = 2 Hours B = 4 Hours C = 24 Hours D = 36 Hours  90 % User satisfaction User point of contact for

incident status updates

 incident status update within 15 min

 User notification by e-mail upon resolution

Daily incident reporting

 Call statistics : -Total no. of calls

-No. of unattended calls

 Incident statistics :

- Total No. of Incidents - Closed Incidents - No. of created WO - No. of open WO - No. of closed WO 2- Service Request Management

Recording and tracking of service requests on service request system

 100 % service requests are recorded on the service request information system

 Adherence with HAAD service request policies, procedures and standards User point of contact for service

request status updates

 incident status update within 15 min

 User notification by e-mail upon service delivery completion

3- Problem management

Problem recording and administration (End-User Systems and telecom devices )

 100 % Problem capture

 Adherence with HAAD problem management policies and procedures Problem investigation and

resolution (End-User Systems and telecom devices)

 100 % Problem resolution

4- Change Management

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5- Configuration Management

Record all inventory and configuration items in the configuration management database (End-User Systems) (Printers & Photocopiers )

 100% items shall be recoded into the configuration databases

 98% accuracy of inventory

 Max time to record new item= 24 Hours

 Adherence with HAAD configuration management policies, procedures and standards

Continuous update of inventory and configuration management records (End-User Systems and telecom devices)

 All items shall be updated using manual or automated procedures

 Max. time to update the record of a changed item=48 Hours

Record all inventory and configuration items related to new projects in the

configuration management database (End-User Systems)

 Max. time to record new item= 2 days after getting project completion report with asset details.

 Adherence with HAAD configuration management policies, procedures and standards

Perform routine inventory and configuration audits

 Inventory audits every 6 months

 Audit reports to HAAD Periodic and on demand

exports from the configuration management database to the asset management system

 Every 6 months

6- User (HAAD User) Relationship Management

Measure User satisfaction  90 % User satisfaction

7- Vendor Relations Management

Liaison of vendor support (End-User Systems)

 Document all vendor support requests

 Report vendor delays incidents to HAAD IT instantly

 Report every 6 months about overall vendors warranty commitment issues to HAAD IT

8- Service Level Management

Service level reporting (End-User Systems and telecom devices)

 Weekly online reports

 Monthly detailed reports generation & submission

Conduct periodic SLA

performance reviews  Monthly SLA Performance review meeting

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________________________________________________________________________________________ Provide Service Desk

technicians

 OSP staff should pass HAAD interview

 OSP commit to provide at least 50% of Arabic language speakers agents

 Staff replacement in case of persistent poor performance

 Adherence with HAAD HR (Code of Conduct) and Information Security policies and procedures

Provide Desktop Support Technicians

 OSP involved staff should pass HAAD interview

 Staff replacement in case of persistent poor performance

Provide Service Desk/Technical Support Manager and Overall Program Manager

 ITIL certified

 5 years management experience

 Replacement in case of persistent poor performance

Provide configuration officer & Service request officer

 Experience in config. Management & handling Service requests.

 Replacement in case of persistent poor performance

10- Platform Management

Acquire incident information

system HAAD acceptance

Implement incident information

Operate incident information

Acquire problem information

Implement problem

information system HAAD acceptance

Operate problem information

Acquire configuration

Implement configuration

Operate configuration

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Acquier change management

Implement change management

Operate change management

Acquire service level

management system HAAD acceptance

Implement service level

Operate service level

Acquire software distribution

Implement software

distribution system HAAD acceptance

Operate software distribution

Acquire remote control system HAAD acceptance Implement remote control

Operate remote control system HAAD acceptance Acquire cloning and PC

deployment system HAAD acceptance

Implement cloning and PC

Operate cloning and PC

Acquire software license

monitoring system HAAD acceptance

Implement software license

Operate software license

Acquire Comprehensive

Desktop Security system HAAD acceptance Implement Comprehensive

Desktop Security system HAAD acceptance Operate Comprehensive

Desktop Security system HAAD acceptance Acquire Service Desk Call

Management System HAAD acceptance

Implement Service Desk Call

Management System HAAD acceptance

Acquire Imaging and PC

Implement Imaging and PC

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________________________________________________________________________________________

F. HAAD Site Details

Following table provided approximate number of Desktops Laptops at respective HAAD locations:

Site No of Desktops/Laptops

HAAD Headquarters 400

IPC Office ( Murror Road) 50

Zayed Herbal Center (Near Mafraq) 150

Al Ain 50

Mortuary (Al Ain) 5

Mortuary (AD) 5

Madinat Zayed 10

Delma 3

Mortuary (Madinat Zayed) 2

SKMC – CD Department 2

Mortuary- Mafraq Hospital 2

Operate Imaging and PC

Acquire software license

Implement software license

metering system HAAD acceptance

Operate software license

metering system HAAD acceptance

Acquire Hardware/Software

Inventory system HAAD acceptance

Implement Hardware/Software

Operate Hardware/Software

Acquire Desktop Power

Implement Desktop Power

Operate Desktop Power

Acquire Comprehensive

Desktop Security system (Patch, Device Blocking, Vulnerability Assessment, Anti Spyware, Application Blocking)

HAAD acceptance Implement Comprehensive

Desktop Security system HAAD acceptance Operate Comprehensive

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G. Estimated Hardware Installations During 2014

Category _{installations}No of new

Desktop computers 120

Notebook computers 30

Scanners 10

Other Peripherals 5

H. Helpdesk & Desktop Support Staff (Required)

Staff Position Number of support staff

Helpdesk Agent 3

Onsite Support Desktop Support Engineer (HAAD

Head Office) 3

Onsite Support Desktop Support Engineer (Zayed

Herbal Center) 1

IT Asset Officer 1

Service Delivery Manager / Team Leader 1

I. Helpdesk Tools (Current)

Product Name Version No of License

LANDesk Management Suite 9.50.2.6 500

Cosmocom Universe ( Call Center Tools from

Enghouse Interactive) 5.2

10 Agent 1 Supervisor

Heat (Call Logging Tool from front range ) 9.5.1 11

Nexthink 4.2.2.1 650

J. Samples of IT Break Down calls and Requests.

Call Group Category Break Down Request

System & Servers

File Servers

Shared Folder

access issues New Shared folder creation Restore Shared

folder for missing

files Shared folder access modification

Email

Mailbox related

issue New mailbox creation Spam Mail New group mailbox creation Mail delivery issue Mailbox Quota Increase Mail Server related

issue Existing group mailbox modification

Group Policy Browser related issues

New policy update request for Browser Desktop Background

updating USB/DVD Access

related

New USB/DVD access USB/DVD access

modification Server

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________________________________________________________________________________________

Call Group Category Break Down Request

VPN VPN Access related issues

New VPN Access request Internet access to blocked

site

Domain Account

Password Reset New Domain Account creation Account Lockout Extending Domain Account

Domain Display Name Change AD Log for frequent locked users Revoking Domain Account as part of Clearance Employee

internal

Transfer Access Modification

Blackberry

BB Service not

working New BB allocation BB Device not

working Existing BB replacement CCTV Support CCTV System CCTV-Related requests

E-Fax E-fax related issues New E-fax Access Request Etisalat USB

Modem Device not working Request for Event/ Temporary use Symantec

related Symantec related support

Telecommunication

IP Phone

IP Phone not

working International call facility activation Unable to make

external calls New Phone Extension creation Uneble to receive

external calls Revoking Phone extension as part of Clearance Call Center- Agent

related issue Enable/Disable Call Forwarding

Changing the Display Name

E-Fax E-fax related issues New E-fax Access Request

LCD LCD Screen Not working

LCD Screen related service - Installation & Implementation Voice

Recorder Voice recorder not working Telephone call Recording Qmatic Qmatic System not working Qmatic System - Shifting, Installation and Changes

LCD Display issue Changes in LCD Display Etisalat Line Etisalat Line issue / _{Fax Line issue} New Request for Etisalat line

Network Support

Network Port Network Port not working New Port Implementation / Changes Network Port Security Network port security transfer Revoking Network Port as part of Clearance VPN Access VPN Access related issues New VPN Access request

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Call Group Category Break Down Request Firewall

Related Firewall related access issues Firewall related Requests Intranet Internet not working ADS Line / New Link Request

ADSL Device / Line Issue

DBA Support DBA Related _Support _{DBA related issues} _{DBA related Access Requests} Managed Print

Service Vendor Escalation Application Support Vendor Escalation

K. Organization Chart

L. Helpdesk Average Monthly Statistics 2013

Average monthly helpdesk calls – Contact Center (actual may vary up to 20%) 1900 Average monthly requests received by Email 250

% level 1 call resolution 65 %

Average monthly calls escalated to OSP onsite support Desktop Engineers 425 Average monthly calls escalated to other internal support group (actual may

vary up to 20%) 450

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________________________________________________________________________________________

Article 5 - Period of project execution

The period of execution of the whole project will be for Three years from signing the Agreement with HAAD to be renewable for one or more years with same terms and conditions based on the performance of the Vendor and HAAD sole discretion.

Bidders should submit a detailed time schedule for the project implementation period and it phases.

Article 6 - Requirements A. Personnel /Key experts

Bidder should have appropriate and capable staff with qualifications and experience as follows:-

 A minimum of four years’ experience in setting up the IT helpdesk along with technical support based on ITIL best practices guideline, within the UAE.

 All Manpower resources shall be qualified Electronics/Computer engineers and trained and experienced with ITIL processes for service delivery management.  The Team leaders and / or Managers allocated shall be ITIL certified.

 Manpower resources proposed must be a mix of English & Arabic speaking skill sets.

B. Equipment / Facilities

The Vendor will work in his own environment using his own equipment, however it is expected that the vendor will spend appropriate time in HAAD to carry out the assignment and during that can be provided with office space in HAAD while using his own equipment.

Article 7 - Deliverables

While HAAD will monitor the service levels of the Vendor as per above listed SLA terms, the Vendor should submit the following:

 Overall Incident Summary reports.

 Incidents Summary reports location wise.

 Call Documentation reports.

 Call Capture reports.

 Average Call Answer time reports.

 Maximum Time to respond reports.

 First Call Resolution reports.

 Overall Work Orders Summary reports.

 Work Orders Summary reports location wise.

 Work orders response time reports.

 Work orders Resolution time reports.

 Service Requests Response time reports.

 Service Requests Completion reports.

 IT Assets recording reports.

 IT Assets History reports

 Assets recording (New & updates) time reports.

 Periodic IT Assets Audit reports.

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Section C – Draft Contract Agreement and Conditions

This Contract (“Contract”) is entered into by and between the Health Authority - Abu

Dhabi (the Contracting Authority) having its principal place of business at - P.O Box: 5674 – Abu Dhabi – United Arab Emirates , and --- (“the Vendor”) having

its / their principal place of business located at ---

The Contracting Authority issued the request for proposal no. --- (the “RFP”) upon which vendors having qualified and skilled personnel are invited to offer to perform the services and deliverables of the RFP;

The Vendor submitted its proposal dated ---- representing to have the licenses, knowledge, qualified and skilled personnel offering to perform the RFP deliverables; Accordingly the Contracting Authority accepts the Vendor’s offer and awarded the RFP to it on the terms and conditions of this Agreement.

Now therefore the Parties to this Contract hereby agree as follows:

Article 1 - Subject

The subject of this Contract is---, with identification number: ---

Article 2 - Structure of the contract

The Vendor will carry out the services on the terms and conditions set out in this contract, which comprises, in order of precedence, the special conditions ("Special Conditions") defined in this document and the following annexes:

Annex I: Request for Proposal Annex II: Vendor’s proposal Annex III: Vendor Personnel CV’s

Annex VI: Correspondences between both parties

In case of any contradiction between the above documents, their provisions shall be applied according to the above order.

Article 3 - Contract value

The contract value is --- AED

Article 4 - Commencement date

The date for commencing the contract performance shall be the date of signature of this contract.

Article 5 - Personnel

A. The Personnel specified in the Staffing Plan set out in Annex III (the “Personnel”) shall carry out the Services indicated therein. In relation to the Personnel, the Vendor shall fully abide by the labour laws, health insurance laws, residence & employment visa requirements, health & safety and all other employer-employee relationship matters under the United Arab Emirates laws. Nothing in this

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________________________________________________________________________________________ Contract shall be construed to create an employer-employee relationship between HAAD & the Vendor’s Personnel.

B. In the event that any of the Personnel specified in Annex III is, in the opinion of the Contracting Authority, incompetent in discharging his/her assigned duties, the Contracting Authority may request the Vendor, to immediately provide as a replacement, a person with qualifications and experience acceptable to the Contracting Authority without any additional cost. The Vendor shall submit to the Contracting Authority the names and curricula vitae (to include details of all qualifications) of any proposed substitute and shall permit the Contracting Authority to interview any substitute. The Contracting Authority may in its absolute discretion refuse to accept any proposed substitute and in such case the Vendor shall submit to the Contracting Authority further names and curricula vitae of proposed substitute personnel. The fees for the Services as set out below in Article 9 will not be changed by the replacement of Vendor’s personnel as requested by the Contracting Authority.

C. The Vendor shall make no change to the personnel specified in Annex III without the prior approval of the Contracting Authority. If the Contracting Authority shall approve a change in the Personnel, the Vendor shall submit to the Contracting Authority the names and curricula vitae (to include details of all qualifications) of any proposed substitute and shall permit the Contracting Authority to interview any substitute. The Contracting Authority may in its absolute discretion refuse to accept any proposed substitute and in such a case the Vendor shall submit to the Contracting Authority further names and curricula vitae of proposed substitute personnel. Without prejudice to the foregoing, if the Contracting Authority so requests, the Vendor will provide the Contracting Authority with the names of proposed substitutes to enable the Contracting Authority to approve a substitute in accordance with the terms hereof in advance of any specific requirement by the Contracting Authority. The Contracting Authority shall promptly give or refuse its approval.

Article 6 - Information to be provided to the Vendor

The Authority shall supply free of charge all available data and information, and shall give such assistance to the Vendor at its request and as may be reasonably required for carrying out his duties under this Agreement.

Article 7 - Reporting

The Vendor shall provide the Contracting Authority with monthly progress reports as specified in the ToR.

Article 8 - Invoices

Payments will be made within 30 days from the date of receiving an acceptable invoice to the finance. The submitted invoice should be signed and stamped by the Vendor and include the following information:

 Contract no.

 Contact person in the firm

 The service provided

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Article 9 - Contract Price

The contract Prices shall be fixed and not subject to change.

Article 10 - Contact addresses

[

Any written communication relating to this Contract between the Contracting Authority and the Vendor must state the Contract title and identification number, and must be sent by post, fax, e-mail or by hand to the addresses identified herein this contract .

Article 11 - Performance Bond

The Vendor shall be required to secure a performance bond in an amount equal to 10 % of the total award price within 10 days from signing the contract and to be in effect for the duration of the performance period. The performance bond may be used to satisfy penalties for late delivery and/or loss incurred in the event of the Vendor’s failure to deliver or perform according to the requirements of the contract. The performance bond may be liquidated by HAAD in cases of Vendor’s personnel’s corruption or fraud or in cases of lack of performance or compensation for damage as a result of breach of contract by the Vendor.

[

Article 12 - Intellectual Property

D. The Vendor will furnish the Contracting Authority with reports, analyses or other such materials (the "Materials"). The Contracting Authority will use such Materials for its information technology works and businesses.

E. The Contracting Authority may furnish the Materials to Abu Dhabi government entities, its directors, officers, and employees, to its legal counsel, auditors, , and consultants retained by the Contracting Authority to provide services relating to the Services in connection with the Agreement. The Contracting Authority may refer to the Vendor or attribute information to it in any communication external to the Contracting Authority for purposes including without limitation in press releases, web sites, and conversations with analysts.

F. The Contracting Authority shall own all right, title, and interest, including, without limitation, all intellectual property rights, in and to the Materials, except that the Vendor retains all right, title and interest, including, without limitation, intellectual property rights, in and to the Vendor’s Tools (as defined below). To the extent that the Materials include any Vendor’s Tools, the Vendor hereby grants to the Contracting Authority a non-exclusive, non-transferable, non-sub-licensable, worldwide, royalty-free, perpetual license to use and copy the Vendor’s Tools solely for internal purposes and solely as part of the Materials. The “Vendor’s Tools” consist of any and all concepts, analyses, know-how, tools, frameworks, models, and industry information and perspectives used by the Vendor in connection with the Services.

Article 13 - Non-assignment

A. The Vendor shall not assign or transfer the benefits and obligations of this Agreement or any part thereof to any person/company except by the Contracting Authority 's written approval, provided, however that any assignment by the Vendor to an affiliate shall not require the consent of the Contracting Authority.