REQUEST FOR PROPOSAL
Date: 08 Dec 2015
To
From
: All Bidders
: Chief, Procurement & Logistics Division,
UNRWA Headquarters, Amman
Subject : RFP# PLD/CPS/MO/SAP-TAM/2015-SAP Technical and Application
Management
The United Nations Relief and Works Agency for Palestine Refugees (UNRWA) assists a
population of some 5 million refugees in the Middle East. UNRWA’s mission is to create
opportunities for refugees to become self-reliant and productive members of their
communities.
The Agency’s services encompass education, health care, relief and social services, camp
infrastructure and improvement, microfinance and emergency assistance, including in times
of armed conflict.
1) By way of the present Request for Proposal (RFP), UNRWA hereby solicits your
proposal for the above subject matter in accordance with this document and the annexes
attached.
2) UNRWA considers this RFP to be the most appropriate means of providing, fairly and
transparently, valuable information pertaining to this RFP to all bidders.
3) Bidders are requested to explicitly confirm in their proposal the acceptance of and
compliance with UNRWA’s General Conditions of Contract.
4) We strongly encourage bidders to keep the quantity of binders/folders and plastic
used to present offers to a minimum. Ideally UNRWA would like to receive only the
documentation requested in good order and with coherently numbered pages in as simple a
format as possible without being bounded or stapled.
5) The proposals must be received no later than the RFP due date and time, by email or
by courier/hand and as set forth in detail in Annex A, article 1a).
6) This Request for Proposal (RFP) consists of this document and the following
annexes:
RFP Docs:
Annex A: Instructions to Bidders
Annex B: General Conditions of Contract
Annex C: Service Contract Template
Annex D: Statement of Work (SoW)
Annex E: Technical Evaluation Criteria
Annex F: Key Performance Indicators (KPIs)
Annex G: Letter of Introduction
Annex H: Financial Proposal Format
Annex I: United Nations Global Compact and Supplier Code of Conduct
Annex J: Acknowledgment Letter
Annex K: Technical Proposal Template
Annex L: Financial Proposal Template
Reference Docs:
Annex 1: Technical Architecture Master Document
Annex 2: A.7 - SAP Systems Master List - V1.6
Annex 3: REACH Support Call Guide v1 2
Annex 4: UNRWA Operation Procedures V1 1 (Clean)
Annex 5: REACH _OpsGovManual_v 2.0_Final
7) The Instructions to Bidders (Annex A) must be complied with in preparing your proposal. We
would also be grateful if you could acknowledge receipt of this using the Acknowledgment
Letter form (Annex J) as soon as possible.
8) Vendor Registration
Vendors can only participate in UNRWA solicitations after completing their registration at the
United Nations Global Marketplace (UNGM) at least at Level 1. Link: https://www.ungm.org/
As Vendors express interest in this solicitation by submitting the Acknowledgement Letter
(Annex J), please verify and ensure that your registration is under your full legal name with
UNRWA on UNGM. If Vendors are already registered, the UNGM ID number must be
provided. The Agency strongly requests all Vendors to register at least at Level 1 under the
UNGM prior to participating in any solicitations.
9) Please note that the terms set forth in this RFP, including the General Conditions of Contract
(Annex B), the Terms of Reference/Project Description/Statement of Work/Specifications
(Annexe D) and any special conditions set forth herein will be an integral part of any contract
should UNRWA accept your proposal. The contract UNRWA will issue in accordance with
Annex C hereto and will require compliance with all factual statements and representations
made in the proposal, subject to any modifications to the proposal agreed to by UNRWA in
the context of negotiations, should negotiations be entered into.
10) QUERIES ABOUT THIS RFP
For queries on this RFP, please contact the Contractual Procurement Section of the
Procurement and Logistics Division, UNRWA Headquarters Amman via email at
cpld@unrwa.org not later than 17th December 2015. Please indicate the tender number on
the email subject line. UNRWA will endeavour to provide response by 23rd December 2015.
Note: Bids must NOT be sent to the above email otherwise the bid will not be considered.
Please notify UNRWA immediately on the above email address if any part of this Request for Proposal
(RFP) is missing and/or illegible.
11) NOTICE OF CONFIDENTIALITY
This set of documents contains UNRWA proprietary information that is strictly confidential and/or legally
privileged, and is intended strictly for the use by the Officials of UNRWA and/or the named recipient
hereof. ANY UNAUTHORIZED DISCLOSURE, COPYING, DISTRIBUTION OR OTHER USE OF THE
INFORMATION HEREIN IS STRICTLY PROHIBITED. If you have erroneously received this set of
documents, please notify UNRWA immediately.
We look forward to receiving your reply.
Yours Sincerely,
Kelvin Kellie
Chief, Procurement and Logistics Division
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ANNEX A
INSTRUCTIONS TO BIDDERS
The UNITED NATIONS RELIEF AND WORKS AGENCY FOR PALESTINE REFUGEES IN THE
NEAR EAST (UNRWA) will receive and consider Proposals in response to official Request for
Proposal subject to the conditions detailed hereunder.
1. SUBMISSION OF PROPOSALS
This RFP tender follows a two envelope
system, i.e. the technical and the financial
proposals. These should be submitted in two
separate emails. The technical proposal is
evaluated first, and independently from the
financial proposal. Only proposals meeting the
mandatory and minimum requirements are
considered further for the next evaluation
stage for financial proposals. The financial
proposals for unsuccessful technical proposals
will remain unopened.
a. Where to Submit:
Proposals must be submitted by Email on
the attached Bid Form and sent as follows:
Email Address: TOC@unrwa.org
Addressed to UNRWA HQ (Amman)
Attn: Chairperson, Tender Opening Committee
Email:
Subject heading of the email must state:
CONFIDENTIAL RFP No. PLD/CPS/MO/SAPTAM/2015
In the event of splitting any of the two emails
into parts, the subject heading for each
subsequent email must read: CONFIDENTIAL
RFP No. PLD/CPS/MO/SAP-TAM/2015 (Part x
of y)
In order to receive your e-mail through the
UNRWA email server, please make sure that
the message and attachment size does not
exceed 10 MB for each e-mail.
Please remember that the Technical and
Financial proposals MUST BE SENT AS TWO
SEPARATE EMAILS to the same secured
email address provided above. Both email text
bodies should indicate the name and address
of the bidder and the description of the
proposal (technical or financial).
The Technical Proposal email should not
contain any pricing information. The Financial
Proposal email should also just contain the
Pricing Information.
The Financial Proposal with the Pricing
Information, MUST BE ELECTRONICALLY
SEALED PASSWORD PROTECTED BY
YOUR COMPANY. AN authorised UNRWA
HQ Procurement Officer WILL REQUEST
FOR THE PASSWORD when the Technical
Proposals have been evaluated. The financial
proposal will be opened only for those bidders
whose technical proposals achieve the
minimum technical threshold percentage
stated.
Please ensure that all proposals by email are
sent to the UNRWA secure email box:
TOC@unrwa.org. Proposals sent to or
received in another email address box, shall
be rejected, and excluded from the evaluation.
For the email submission, the receipt time
stamp shall be the date and time when the
submission has been received in the
dedicated UNRWA inbox. UNRWA shall not
be responsible for any delays caused by
network problems etc. It is the sole
responsibility of bidders to ensure that their
proposal is received by UNRWA in the
dedicated secured email inbox on or before
the prescribed tender deadline.
The “Certificate of Bidder’s Eligibility and
Authority to Sign Proposal” contained in this
RFP must be executed by a representative of
bidder who is duly authorized to execute
contracts and bind the bidder. Signature on
the certificate represents that the bidder has
read this RFP, understands it and agrees to be
bound by its terms and conditions. The
bidder’s proposal with any subsequent
modifications and counter-proposals,
if
applicable, shall become an integral part of
any resulting contract.
For queries, please see Section 19 below.
Closing Date: 13th January 2016 - 1200 P.M.
Amman, Jordan Local Time
Bidders must provide all requisite information
under this RFP and clearly and concisely
respond to all points set out in this RFP
(including the annexes). The bidder(s) must
state any exceptions or caveats to this RFP.
After submission of proposal, no exceptions
will be accepted. Exceptions, if any, must be
specific rather than general in nature, and a
rationale must be provided for each exception
taken. UNRWA reserves the right to reject
any proposal containing exceptions, caveats
or any attempt to limit, delete or otherwise
change any provisions, clauses, words or
schedules contained in this RFP. However,
unnecessarily elaborate brochures and other
presentations beyond that sufficient to present
3
a complete
discouraged.
and
effective
Proposal
is
Only proposals meeting the above mandatory
requirements will have their technical proposal
evaluated.
c. When to Submit: All proposals must be
received at the address set forth in clause (a)
above no later than the tender due date and
time indicated in the cover letter. It is the
exclusive responsibility of the Bidders to
ensure that the email containing the proposal
reaches the above email address by the
deadline time and date so that it is time
stamped and acceptable for opening.
ii) Technical Proposal
The technical proposal accounts for 800
points. The evaluation committee shall
evaluate the Technical Proposals on the
basis of their responsiveness to UNRWA’s
Terms of Reference (TOR) applying the
evaluation criteria, sub-criteria, and point
system
specified. Each responsive
Proposal will be given a technical score
(St). A Proposal shall be rejected at this
stage if it fails to achieve the minimum
technical score of 560 points (70% of 800
points) and their financial proposal shall
remain unopened.
Delivery to any other UNRWA office location
will be at the risk of Bidders and will not
constitute timely delivery. Written proof of
receipt will not be given unless a postal/courier
service receipt or other form of receipt is
presented for signature by UNRWA. Proposals
received after the above-mentioned deadline
will be rejected.
Proposals that have attained minimum
70% score in the technical evaluation will
be considered for further financial
evaluation.
2. SUBMISSION OF SAMPLES
Not Applicable
b) Financial Evaluation (Sf)
3. Evaluation Criteria
The evaluation criterion is divided into two
parts as follows:
The Financial proposal accounts for 200 points
and is evaluated based on the following
formula:
a) Technical Evaluation (St)
i) Eligibility
Check
(mandatory
requirement)
 Has three (3) references (with
Name, Title, Organization, Phone
and Email) that UNRWA is
permitted to contact.
Each
reference account must be for
Sf = 100 x Fm / F
 SAP ECC 6.0 application
management
 Public sector using IPSAS
and Fund Management




Provide a certification as SAP
implementation partner (reseller
certifications
will
not
be
considered)
A demonstrable revenue for
similar activities (i.e. Service or
project for SAP applications), for
the last 3 years equal to or around
US$ 11.5 million
Vendor is registered at least at
Level 1 in UNGM (has a valid
trade license from country of
business registration)
Not on any UN Sanctions List
The lowest evaluated Financial Proposal (Fm)
will be given the maximum financial score (Sf)
of 200 points.
Proposals will be ranked according to their
combined technical (St) and financial (Sf)
scores using the weights (T = the weight given
to the Technical Proposal; P = the weight
given to the Financial Proposal; T + P = 1)
indicated in the Data Sheet: S = St x T% + Sf x
P%, where T%= 80% and P% is 20%.
UNRWA may, at its own discretion, enter into
negotiation with one or a few Bidders.
4. THE TECHNICAL PROPOSAL
Contents
Envelope A (Technical Proposal) of your
proposal
must
include
the
following
information:

Letter of Introduction (Annex E) with the
power of attorney (or equivalent
document) attached,
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



Vendor Profile Form (Annex F) duly
completed with all the required
information,
Detailed description of your technical
proposal (including diagrams, detailed
methodology, work plan and schedule,
response to any questionnaire, etc.)
which
must
address
all
the
requirements described in Project
Description and Requirements (Annex
C2),
Certified copies of audited financial
statements (balance sheet, income
statement, cash flow statement and
notes to the accounts) for your
company’s three most recent fiscal
years prepared by an internationallyrecognized
firm
of
chartered
accountants and, if the latest audited
financial statements are more than 12
months old, un-audited financial
statements as of the fiscal quarter
immediately preceding the date of
submission of the proposal, and
If any part of the project will be
subcontracted, description of such part
of project and item (2) and (4) above for
each proposed subcontractor (please
note that UNRWA approval is required
for any proposed subcontracting).
No Prices
Bidders must not mention prices and costs in
Envelope A (Technical Proposal).
Product Demonstration/Site Visit
During the evaluation process, UNRWA may
request the bidder(s) to prepare a proof of
concept for demonstration or to arrange for a
visit for the purpose of demonstration to one or
more of the two reference sites (at least two)
provided by the bidder(s) as per Section 3 of
this RFP.
Signature
The technical part of the proposal must be
signed by a duly authorized representative of
the bidder. All erasures, amendments, or
alterations must be initialled by the signatory
to the proposal.
5. THE FINANCIAL PROPOSAL
Contents
Envelope B (Financial Proposal) of your
proposal must be in the format set forth in
Annex H (Financial Proposal Format). All
costs associated with the assignment must be
provided with as much detail as possible. If
appropriate, these costs should be
itemized or broken down by activity.
Currency
The currency of the proposal is preferably in
US Dollars. However, if other currencies are
used, they should be clearly indicated eg
Swedish Kroner, Euro, etc. UNRWA will apply
the prevailing exchange rate within the UN
system as published by the UN treasury
Department at:
http://treasury.un.org/operationalrates/Operati
onalRates.aspx
for the purposes of price comparison and at
time of payment to convert between such
currencies.
Local Tax
The successful bidder may be subject to local
taxes (e.g., value added or sales tax, social
charges or income taxes on non-resident
foreign personnel, duties, fees, levies, etc.) on
amounts payable by UNRWA under the
contract with the bidder. The Client will state in
the Data Sheet if the Consultant is subject to
payment of any local taxes. Any such tax
amounts shall not be included in the Financial
Proposal as they will not be evaluated, but
they will be discussed at contract negotiations,
and applicable amounts will be included in the
Contract.
Signature
The financial part of the proposal must be
signed by a duly authorized representative of
the bidder. All erasures, amendments, or
alterations must be initialled by the signatory
to the proposal.
GSA Clause
UNRWA is eligible under the United States
Foreign Assistance Act of 1961 to receive full
benefits
under
General
Services
Administration (GSA) Contracts. Accordingly,
all proposals must specify whether or not
items quoted by the bidder are currently
5
subject to GSA Federal Supply pricing and
indicate the GSA Contract Number and
Expiration Date, wherever applicable.
6. VALIDITY PERIOD
Your proposal shall remain valid for a
minimum period of ninety (90) days from the
tender due date, during which period a
purchase order or contract, if placed, will be
accepted by you. In the event that a supplier is
in a position to extend the validity of his offer
for a period beyond the required minimum, this
should be stated in the proposal.
7. ACCEPTANCE
UNRWA reserves the right, at its sole
discretion, to consider as invalid or
unacceptable any proposal which is: (a) not
clear; (b) incomplete in any material detail, (c)
received after the deadline, (d) not properly
marked or addressed, (e) delivered to another
location than the one required herein, (f)
unsolicited, or (g) not otherwise in compliance
with this RFP. UNRWA also reserves the right
to split an award between any Bidders in any
combination, as it deems appropriate. If the
proposal is submitted on an “all or none” basis,
it should clearly state so.
8. AWARD OF CONTRACTS
This RFP does not commit UNRWA to award
a contract or to pay any costs incurred in the
preparation or submission of proposals, or
costs incurred in making necessary studies for
the preparation thereof, or to procure or
contract for services or goods. Any proposal
submitted will be regarded as an offer made
by the bidder and not as an acceptance by the
bidder of an offer made by UNRWA. No
contractual relationship will exist except
pursuant to a written contract document
signed a duly authorized official of UNRWA
and by the successful bidder.
UNRWA may award contracts for part
quantities or individual items. UNRWA will
notify successful bidders of its decision with
respect to their proposals as soon as possible
after the proposals are opened. UNRWA
reserves the right to cancel any RFP, to reject
any or all proposals in whole or in part, and to
award any contract without disclosing the
reason or reasons.
Proposals will be
evaluated taking into consideration, not only
cost-effectiveness,
but
also
technical
considerations. The lowest-priced proposal
will not necessarily be accepted.
Suppliers who do not comply with the
contractual terms and conditions including
delivering different products and products of
different origin than stipulated in their offer
may be excluded from future tenders.
9. PAYMENT
The financial rules and regulations of UNRWA
preclude advance payments or payment by
letters of credit. Such provisions in a proposal
will be prejudicial to its evaluation by UNRWA.
The normal terms of payment by UNRWA are
30 to 45 days (or similarly discounted payment
terms if offered by Bidders) upon satisfactory
delivery of goods or performance of services
and acceptance thereof by the UNRWA.
Bidders must therefore clearly specify in their
proposals the payment terms being offered.
10. PERFORMANCE
BOND
LIQUIDATED DAMAGES
AND
Liquidated Damages
If the successful bidder fails to supply the
specified goods/services within the lead time
stipulated by his/her proposal, or within a
period specified by a purchase order or a
contract, UNRWA may, in its sole discretion
and without prejudice to its other remedies
under the purchase order or contract, deduct
from the contract price, as liquidated
damages, a sum equivalent to US$ 100 for
each calendar day of delay until actual
delivery, up to a maximum deduction of 10 per
cent of the contract price.
11. CONFIDENTIALITY
This RFP or any part hereof, and all copies
hereof must be returned to UNRWA upon
request. It is understood that this RFP is
confidential and proprietary to UNRWA,
contains privileged information, part of which
may be copyrighted, and is communicated to
and received by bidders on the condition that
no part thereof, or any information concerning
it may be copied, exhibited, or furnished to
others without the prior written consent of
UNRWA, except that bidders may exhibit the
specifications to prospective subcontractors
for the sole purpose of obtaining offers from
them. Notwithstanding the other provisions of
the RFP, bidders will be bound by the contents
of this paragraph whether or not their company
submits a proposal or responds in any other
way to this RFP.
6
12. COLLUSIVE BIDDING AND
COMPETITIVE CONDUCT
ANTI-
Bidders and their employees, officers,
advisers, agent or subcontractors must not
engage in any collusive bidding or other anticompetitive conduct, or any other similar
conduct, in relation to:
- the preparation or submission of
proposals,
- the clarification of proposals, and
- the conduct and content of
negotiations,
including final
contract negotiations,
in respect of this RFP or procurement process,
or any other procurement process being
conducted by UNRWA in respect of any of its
requirements.
For the purpose of this clause, collusive
bidding, other anti-competitive conduct, or any
other similar conduct may include, among
other things, the disclosure to, exchange or
clarification with, any other bidder, person or
entity, of information (in any form), whether or
not such information is commercial information
confidential to UNRWA, any other bidder,
person or entity in order to alter the results of a
solicitation exercise in such a way that would
lead to an outcome other than that which
would have been obtained through a
competitive process.
In addition to any other remedies available to
it, URNWA may, at its sole discretion,
immediately reject any proposal submitted by
a bidder that, in UNRWA’s sole opinion, has
engaged in any collusive bidding, other anticompetitive conduct, or any other similar
conduct with any other bidder, person or entity
in relation to the preparation or lodgement of
proposals, whether in respect of this RFP or
procurement
process,
or
any
other
procurement process being conducted by
UNRWA in respect of any of its requirements.
13. IMPROPER ASSISTANCE
Proposals that, in the sole opinion of UNRWA,
have been compiled:
- with the assistance of current or former
employees of UNRWA, or current or former
contractors of UNRWA in violation of
confidentiality obligations or by using
information not otherwise available to the
general public or which would provide a noncompetitive benefit,
- with the utilization of confidential and/or
internal UNRWA information not made
available to the public or to the other
bidders,
- in breach of an obligation of confidentiality
to UNRWA, or
- contrary to these terms and conditions for
submission of a proposal, shall be excluded
from further consideration.
Without limiting the operation of the above
clause, a bidder must not, in the absence of
prior written approval from UNRWA, permit a
person to contribute to, or participate in, any
process relating to the preparation of a
proposal or the procurement process, if the
person:
- at any time during the 6 months
immediately preceding the date of issue of
this RFP was an official, agent, servant or
employee of, or otherwise engaged by,
UNRWA,
- at any time during the 12 months
immediately preceding the date of issue of
this RFP was an employee of UNRWA
personally engaged, directly or indirectly, in
the planning or performance of the
requirement, project or activity to which this
RFP relates, or
- at any time, was an employee of UNRWA
involved, directly or indirectly, in the
preparation of this RFP including any earlier
versions or the management of this
procurement process.
14. CORRUPT PRACTICES
All UNRWA vendors shall adhere to the
highest ethical standards, both during the
procurement process and throughout the
performance of a contract.
15. CONFLICT OF INTEREST
A bidder must not, and must ensure that its
employees, officers, advisers, agents or
subcontractors do not, place themselves in a
position that may, or does, give rise to an
actual, potential or perceived conflict of
interest between the interests of UNRWA and
the bidder’s interests during the procurement
process.
If during any
stage of the procurement
process or performance of any UNRWA
contract a conflict of interest arises, or appears
likely to arise, the bidder must notify UNRWA
immediately in writing, setting out all relevant
details of the situation, including those cases
7
in which the interests of the bidder conflict with
the interests of UNRWA, or cases in which any
UNRWA official, employee or person under
contract with UNRWA may have, or appear to
have, an interest of any kind in the bidder’s
business or any kind of economic ties with the
bidder.
The bidder must take steps as
UNRWA may reasonably require to resolve or
otherwise deal with the conflict to the
satisfaction of UNRWA.
16. WITHDRAWAL
PROPOSALS
For queries on this RFP, please contact the
UNRWA Chief Procurement and Logistics via
email at cpld@unrwa.org no later than the
date/time indicated in the cover letter. In the
subject line, please indicate the RFP number.
Proposals SHOULD NOT be sent to the above
email. All questions and answers received via
UNRWA will be shared with all bidders.
/ MODIFICATION OF
Requests to withdraw a proposal shall not be
honoured. If the selected Vendor withdraws its
proposal, UNRWA shall duly register the said
proposal and shall evaluate it alongside all
other received proposals. Withdrawal of a
proposal may result in your suspension or
removal from the roster of UNRWA-registered
vendors.
A bidder may modify its proposal prior to the
tender closure. Any such modification shall be
submitted in writing and in a sealed envelope,
marked with the original RFP number. No
modification shall be allowed after tender
closure.
17. GLOBAL COMPACT/UN
CODE OF CONDUCT
SUPPLIER
UNRWA strongly encourages all vendors to
actively participate in the United Nations
Global Compact and to adhere to the United
Nations Supplier Code of Conduct. Please
see Annex J.
18. GENERAL
CONTRACT
CONDITIONS
OF
Attached as Annex B are UNRWA’s General
Conditions of Contract which shall apply to any
contract awarded in respect of this RFP.
Bidders are requested in their proposal to
explicitly confirm acceptance of and
compliance
with
UNRWA’s
General
Conditions of Contract.
19. QUERIES ABOUT THIS RFP
8
GENERAL CONDITIONS OF CONTRACT
FOR THE PROVISION OF SERVICES ONLY
1.
EFFECTIVE DATE: This Contract
shall be effective when signed by the Parties.
The Contract constitutes a contract between
the Parties, the rights and obligations of which
shall be governed solely by the terms and
conditions of the Contract, including these
General Conditions.
2. LEGAL STATUS OF THE PARTIES:
UNRWA and the Contractor shall also
each be referred to as a “Party”
hereunder, and:
2.1 Pursuant, inter alia, to the Charter of
the
United
Nations
and
the
Convention on the Privileges and
Immunities of the United Nations, the
United Nations, including its subsidiary
organs (including UNRWA) has full
juridical personality and enjoys such
privileges and immunities as are
necessary for
the
independent
fulfillment of its purposes.
2.2 The Contractor shall have the legal
status of an independent contractor
vis-à-vis
UNRWA,
and
nothing
contained in or relating to the Contract
shall be construed as establishing or
creating between the Parties the
relationship
of
employer
and
employee or of principal and agent.
The
officials,
representatives,
employees, or subcontractors of each
of the Parties shall not be considered
in any respect as being the employees
or agents of the other Party, and each
Party shall be solely responsible for all
claims arising out of or relating to its
engagement of such persons or
entities.
3. SOURCE OF INSTRUCTIONS: The
Contractor shall neither seek nor accept
instructions from any authority external to
UNRWA
in
connection
with
the
performance of its obligations under the
Contract. Should any authority external to
UNRWA seek to impose any instructions
concerning or restrictions on the
Contractor’s performance under the
Contract, the Contractor shall promptly
notify UNRWA and provide all reasonable
assistance required by UNRWA. The
Contractor shall not take any action in
respect of the performance of its
obligations under the Contract that may
adversely affect the interests of UNRWA,
and the Contractor shall perform its
obligations under the Contract with the
fullest regard to the interests of UNRWA.
4. RESPONSIBILITY FOR EMPLOYEES:
To the extent that the Contract involves
the provision of any services to UNRWA
by the Contractor’s officials, employees,
agents, servants, subcontractors and other
representatives
(collectively,
the
Contractor’s “personnel”), the following
provisions shall apply:
4.1 The services shall be delivered in a
professional and workmanlike manner
in accordance with the terms and
conditions of this Contract.
The
Contractor shall conduct its operations
with due diligence and efficiency, in
accordance with sound technical,
financial and managerial standards
and practices.
4.2 The Contractor shall be responsible
for the professional and technical
competence of the personnel it
assigns to perform work under the
Contract and will select reliable and
competent individuals who will be able
to effectively perform the obligations
under the Contract and who, while
doing so, will respect the local laws
and customs and conform to a high
standard of moral and ethical conduct.
4.3 Such Contractor personnel shall be
professionally qualified and, if required
to work with officials or staff of
UNRWA, shall be able to do so
effectively. The qualifications of any
personnel whom the Contractor may
assign or may propose to assign to
perform any obligations under the
Contract shall be substantially the
same, or better, as the qualifications
of any personnel originally proposed
by the Contractor.
4.4 At the option of and in the sole
discretion of UNRWA:
4.4.1 the qualifications of personnel
proposed by the Contractor
(e.g., a curriculum vitae) may be
reviewed by UNRWA prior to
such personnel’s performing any
obligations under the Contract;
4.4.2 any personnel proposed by the
Contractor
to
perform
obligations under the Contract
may be interviewed by qualified
staff or officials of UNRWA prior
to such personnel’s performing
any obligations under the
Contract; and,
4.4.3 in cases in which, pursuant to
Article 4.4.1 or 4.4.2, above,
UNRWA has reviewed the
qualifications
of
such
Contractor’s personnel, UNRWA
may reasonably refuse to accept
any such personnel.
4.5 Requirements specified in the Contract
regarding the number or qualifications
of the Contractor’s personnel may
change during the course of
performance of the Contract. Any such
change shall be made only following
written notice of such proposed
change and upon written agreement
between the Parties regarding such
change, subject to the following:
4.5.1 UNRWA may, at any time, request, in
writing, the withdrawal or replacement of
any of the Contractor’s personnel, and
such request shall not be unreasonably
refused by the Contractor.
4.5.2 Any of the Contractor’s personnel
assigned to perform obligations under
the Contract shall not be withdrawn or
replaced without the prior written
consent of UNRWA, which shall not be
unreasonably withheld.
4.5.3 The withdrawal or replacement of the
Contractor’s personnel shall be carried
out as quickly as possible and in a
manner that will not adversely affect the
performance of obligations under the
Contract.
4.5.4 All expenses related to the withdrawal or
replacement
of
the
Contractor’s
personnel shall, in all cases, be borne
exclusively by the Contractor.
4.5.5 Any request by UNRWA for the
withdrawal or replacement of the
Contractor’s personnel shall not be
considered to be a termination, in whole
or in part, of the Contract, and UNRWA
shall not bear any liability in respect of
such withdrawn or replaced personnel.
4.5.6 If a request for the withdrawal or
replacement
of
the
Contractor’s
personnel is not based upon a default by
or failure on the part of the Contractor to
perform its obligations in accordance
with the Contract, the misconduct of the
personnel, or the inability of such
personnel to reasonably work together
with UNRWA officials and staff, then the
Contractor shall not be liable by reason
of any such request for the withdrawal or
replacement
of
the
Contractor’s
personnel for any delay in the
performance by the Contractor of its
obligations under the Contract that is
substantially the result of such
personnel’s
being
withdrawn
or
replaced.
4.6 Nothing in Articles 4.3, 4.4 and 4.5,
above, shall be construed to create
any obligations on the part of UNRWA
with respect to the Contractor’s
personnel assigned to perform work
under the Contract, and such
personnel shall remain the sole
responsibility of the Contractor.
4.7 The Contractor shall be responsible for
requiring that all personnel assigned
by it to perform any obligations under
the Contract and who may have
access to any premises or other
property of UNRWA shall:
4.7.1 undergo or comply with security
screening
requirements
made
known to the Contractor by
UNRWA, including but not limited to,
a review of any criminal history;
4.7.2 when within UNRWA premises or on
UNRWA property, display such
identification as may be approved
and furnished by UNRWA security
officials, and that upon the
withdrawal or replacement of any
such personnel or upon termination
or completion of the Contract, such
personnel shall immediately return
any such identification to UNRWA
for cancellation.
4.8 Not less than one working day after
learning that any of Contractor’s
personnel who have access to any
UNRWA premises have been charged
by law enforcement authorities with an
offense other than a minor traffic
offense, the Contractor shall provide
written notice to inform UNRWA about
the particulars of the charges then
known and shall continue to inform
UNRWA concerning all substantial
developments
regarding
the
disposition of such charges.
4.9 All operations of the Contractor,
including without limitation, storage of
equipment, materials, supplies and
parts, within UNRWA premises or on
UNRWA property shall be confined to
areas authorized or approved by
UNRWA. The Contractor’s personnel
shall not enter or pass through and
shall not store or dispose of any of its
equipment or materials in any areas
within UNRWA premises or on
UNRWA property without appropriate
authorization from UNRWA.
5. ASSIGNMENT; SUBCONTRACTING:
5.1 Except as provided in Article 5.2,
below, the Contractor may not assign,
transfer, pledge, subcontract or make
10
any other disposition of the Contract,
of any part of the Contract, or of any of
the rights, claims or obligations under
the Contract except with the prior
written authorization of UNRWA. Any
such
unauthorized
assignment,
transfer, pledge, subcontracting or
other disposition, or any attempt to do
so, shall not be binding on UNRWA.
Except as permitted with respect to
any approved subcontractors, the
Contractor shall not delegate any of its
obligations under the Contract, except
with the prior written consent of
UNRWA. Any such unauthorized
delegation, or attempt to do so, shall
not be binding on UNRWA.
5.2 The Contractor may assign or otherwise
transfer the Contract to the surviving entity
resulting from a reorganization of the
Contractor’s operations, provided that:
5.2.1 such reorganization is not the result of
any bankruptcy, receivership or other
similar proceedings; and,
5.2.2 such reorganization arises from a sale,
merger, or acquisition of all or
substantially all of the Contractor’s
assets or ownership interests; and,
5.2.3 the Contractor promptly notifies UNRWA
about such assignment or transfer at the
earliest opportunity; and,
5.2.4 the assignee or transferee agrees in
writing to be bound by all of the terms
and conditions of the Contract, and such
writing is promptly provided to UNRWA
following the assignment or transfer.
6. INDEMNIFICATION:
6.1 The Contractor shall indemnify,
defend, and hold and save harmless,
UNRWA, and its officials, agents and
employees, from and against all suits,
proceedings, claims, demands, losses
and liability of any kind or nature
brought by any third party against
UNRWA, including, but not limited to,
all litigation costs and expenses,
attorney’s fees, settlement payments
and damages, based on, arising from,
or relating to:
6.1.1 allegations or claims that the
possession of or use by UNRWA of
any
patented
device,
any
copyrighted material, or any other
goods, property or services provided
or licensed to UNRWA under the
terms of the Contract, in whole or in
part, separately or in a combination
contemplated by the Contractor’s
published specifications therefor, or
otherwise specifically approved by
the Contractor, constitutes an
infringement
of
any
patent,
copyright, trademark, or other
intellectual property right of any third
party; or,
6.1.2 any acts or omissions of the
Contractor,
or
of
any
subcontractor or anyone directly
or indirectly employed by them
in the performance of the
Contract, which give rise to legal
liability to anyone not a party to
the Contract, including, without
limitation, claims and liability in
the nature of a claim for
workers’ compensation.
6.2 In addition to the indemnity obligations
set forth in this Article 6, the
Contractor shall be obligated, at its
sole expense, to defend UNRWA and
its officials, agents and employees,
pursuant to this Article 6, regardless of
whether the suits, proceedings, claims
and demands in question actually give
rise to or otherwise result in any loss
or liability.
6.3 UNRWA shall advise the Contractor
about any such suits, proceedings,
claims, demands, losses or liability
within a reasonable period of time
after having received actual notice
thereof. The Contractor shall have
sole control of the defense of any such
suit, proceeding, claim or demand and
of all negotiations in connection with
the settlement or compromise thereof,
except with respect to the assertion or
defense of the privileges and
immunities of UNRWA or any matter
relating thereto, for which only
UNRWA itself is authorized to assert
and maintain. UNRWA shall have the
right, at its own expense, to be
represented in any such suit,
proceeding, claim or demand by
independent counsel of its own
choosing.
6.4 In the event the use by UNRWA of any
goods, property or services provided
or licensed to UNRWA by the
Contractor, in whole or in part, in any
suit or proceeding, is for any reason
enjoined, temporarily or permanently,
or is found to infringe any patent,
copyright,
trademark
or
other
intellectual property right, or in the
event of a settlement, is enjoined,
limited or otherwise interfered with,
then the Contractor, at its sole cost
and expense, shall, promptly, either:
6.4.1 procure for UNRWA the unrestricted
right to continue using such goods
or services provided to UNRWA; or,
11
6.4.2 replace or modify the goods or
services provided to UNRWA, or
part thereof, with the equivalent or
better goods or services, or part
thereof, that is non-infringing; or,
6.4.3 refund to UNRWA the full price paid
by UNRWA for the right to have or
use such goods, property or
services, or part thereof.
7. INSURANCE AND LIABILITY:
7.1 The Contractor shall pay UNRWA
promptly for all loss, destruction, or
damage to the property of UNRWA
caused by the Contractor’s personnel
or by any of its subcontractors or
anyone else directly or indirectly
employed by the Contractor or any of
its subcontractors in the performance
of the Contract.
7.2 Unless otherwise provided in the
Contract, prior to commencement of
performance of any other obligations
under the Contract, and subject to any
limits set forth in the Contract, the
Contractor shall take out and shall
maintain for the entire term of the
Contract, for any extension thereof,
and for a period following any
termination of the Contract reasonably
adequate to deal with losses:
7.2.1 insurance against all risks in respect
of its property and any equipment
used for the performance of the
Contract; and,
7.2.2 workers’ compensation insurance,
or its equivalent, or employer’s
liability insurance, or its equivalent,
with respect to the Contractor’s
personnel sufficient to cover all
claims for injury, death and
disability, or any other benefits
required to be paid by law, in
connection with the performance of
the Contract; and,
7.2.3 liability
insurance
in
an
adequate amount to cover all
claims, including, but not limited
to, claims for death and bodily
injury, products and completed
operations liability, loss of or
damage to property, and
personal and advertising injury,
arising from or in connection
with
the
Contractor’s
performance under the Contract,
including, but not limited to,
liability arising out of or in
connection with the acts or
omissions of the Contractor, its
personnel, agents, or invitees,
or
the
use,
during
the
performance of the Contract, of
any vehicles, boats, airplanes or
other transportation vehicles
and equipment, whether or not
owned by the Contractor; and,
7.2.4 such other insurance as may be
agreed upon in writing between
UNRWA and the Contractor.
7.3 The Contractor’s liability policies shall
also cover subcontractors and all
defense costs and shall contain a
standard “cross liability” clause.
7.4 The Contractor acknowledges and
agrees that UNRWA accepts no
responsibility for providing life, health,
accident, travel or any other insurance
coverage which may be necessary or
desirable in respect of any personnel
performing services for the Contractor
in connection with the Contract.
7.5 Except for the workers’ compensation
insurance or any self-insurance
program maintained by the Contractor
and approved by UNRWA, in its sole
discretion, for purposes of fulfilling the
Contractor’s
requirements
for
providing
insurance
under
the
Contract, the insurance policies
required under the Contract shall:
7.5.1 name UNRWA as an additional
insured under the liability
policies, including, if required, as
a separate endorsement under
the policy; and,
7.5.2 include a waiver of subrogation
of the Contractor’s insurance
carrier’s rights against UNRWA;
and,
7.5.3 provide that UNRWA shall receive
written notice from the Contractor’s
insurance carrier not less than thirty (30)
days prior to any cancellation or material
change of coverage; and,
7.5.4 include a provision for response on a
primary and non-contributing basis with
respect to any other insurance that may
be available to UNRWA.
7.6 The Contractor shall be responsible to
fund all amounts within any policy
deductible or retention.
7.7 Except for any self-insurance program
maintained by the Contractor and
approved by UNRWA for purposes of
fulfilling the Contractor’s requirements
for maintaining insurance under the
Contract, the Contractor shall maintain
the insurance taken out under the
Contract with reputable insurers that
are in good financial standing and that
are acceptable to UNRWA. Prior to
the commencement of any obligations
under the Contract, the Contractor
shall provide UNRWA with evidence,
in the form of certificate of insurance
or such other form as UNRWA may
12
reasonably require, that demonstrates
that the Contractor has taken out
insurance in accordance with the
requirements of the Contract. UNRWA
reserves the right, upon written notice
to the Contractor, to obtain copies of
any insurance policies or insurance
program descriptions required to be
maintained by the Contractor under
the Contract. Notwithstanding the
provisions of Article 7.5.3, above, the
Contractor shall promptly notify
UNRWA concerning any cancellation
or material change of insurance
coverage required under the Contract.
7.8 The Contractor acknowledges and
agrees that neither the requirement for
taking out and maintaining insurance
as set forth in the Contract nor the
amount of any such insurance,
including, but not limited to, any
deductible or retention relating thereto,
shall in any way be construed as
limiting the Contractor’s liability arising
under or relating to the Contract.
8.
ENCUMBRANCES AND LIENS: The
Contractor shall not cause or permit any
lien, attachment or other encumbrance by
any person to be placed on file or to
remain on file in any public office or on file
with UNRWA against any monies due to
the Contractor or that may become due for
any work done or against any goods
supplied or materials furnished under the
Contract, or by reason of any other claim
or demand against the Contractor or
UNRWA.
9. EQUIPMENT FURNISHED BY UNRWA
TO THE CONTRACTOR: Title to any
equipment and supplies that may be
furnished by UNRWA to the Contractor for
the performance of any obligations under
the Contract shall rest with UNRWA, and
any such equipment shall be returned to
UNRWA at the conclusion of the Contract
or when no longer needed by the
Contractor. Such equipment, when
returned to UNRWA, shall be in the same
condition as when delivered to the
Contractor, subject to normal wear and
tear, and the Contractor shall be liable to
compensate UNRWA for the actual costs
of any loss of, damage to, or degradation
of the equipment that is beyond normal
wear and tear.
10. COPYRIGHT, PATENTS AND OTHER
PROPRIETARY RIGHTS:
10.1 Except as is otherwise expressly
provided in writing in the Contract,
all right, title and interest, including
copyrights, in all works and other
materials, whether in written or
electronic form and including all
derivative works thereof, produced
in the performance of this Contract
shall be vested exclusively in, and
the Contractor shall without further
consideration assign, whether as
works for hire or otherwise, the
same to, UNRWA.
10.2 To the extent that any such
intellectual
property
or
other
proprietary rights consist of any
intellectual
property
or
other
proprietary rights of the Contractor:
(i) that pre-existed the performance
by the Contractor of its obligations
under the Contract, or (ii) that the
Contractor may develop or acquire,
or may have developed or acquired,
independently of the performance of
its obligations under the Contract,
UNRWA does not and shall not
claim
any ownership
interest
thereto, and the Contractor grants to
UNRWA a perpetual license to use
such intellectual property or other
proprietary right solely for the
purposes of and in accordance with
the requirements of the Contract.
10.3 At the request of UNRWA, the
Contractor shall take all necessary
steps,
execute
all
necessary
documents and generally assist in
securing such proprietary rights and
transferring or licensing them to
UNRWA in compliance with the
requirements of the applicable law
and of the Contract.
10.4 Subject to the foregoing provisions,
all maps, drawings, photographs,
mosaics, plans, reports, estimates,
recommendations, documents, and
all other data compiled by or
received by the Contractor under
the Contract shall be the property of
UNRWA, shall be made available for
use or inspection by UNRWA at
reasonable times and in reasonable
places, shall be treated as
confidential, and shall be delivered
only to UNRWA authorized officials
on completion of work under the
Contract.
11. PUBLICITY, AND USE OF THE NAME,
EMBLEM OR OFFICIAL SEAL OF THE
UNITED NATIONS OR UNRWA: The
Contractor shall not advertise or otherwise
make public for purposes of commercial
advantage or goodwill that it has a
contractual relationship with UNRWA, nor
13
shall the Contractor, in any manner
whatsoever use the name, emblem or
official seal of the United Nations or
UNRWA, or any abbreviation of the name
of the United Nations or UNRWA in
connection with its business or otherwise
without the written permission of UNRWA.
12.
CONFIDENTIAL
NATURE
OF
DOCUMENTS
AND
INFORMATION:
Information and data that is considered
proprietary by either Party or that is
delivered or disclosed by one Party
(“Discloser”)
to
the
other
Party
(“Recipient”) during the course of
performance of the Contract, and that is
designated as confidential (“Information”),
shall be held in confidence by that Party
and shall be handled as follows:
12.1 The recipient (“Recipient”) of such
Information shall:
12.1.1 use the same care and
discretion
to
avoid
disclosure, publication or
dissemination
of
the
Discloser’s Information as it
uses with its own similar
Information that it does not
wish to disclose, publish or
disseminate; and,
12.1.2 use
the
Discloser’s
Information solely for the
purpose for which it was
disclosed.
12.2 The Contractor may disclose
Information to the extent required by
law, provided that, subject to and
without any waiver of the privileges
and immunities of UNRWA, the
Contractor
will
give
UNRWA
sufficient prior notice of a request for
the disclosure of Information in order
to allow UNRWA to have a
reasonable opportunity to take
protective measures or such other
action as may be appropriate before
any such disclosure is made.
12.3 UNRWA may disclose Information to
the extent as required pursuant to
the Charter of the United Nations, or
pursuant
to
resolutions
or
regulations of the General Assembly
or rules promulgated thereunder.
12.4 The Recipient shall not be precluded
from disclosing Information that is
obtained by the Recipient from a
third party without restriction, is
disclosed by the Discloser to a third
party without any obligation of
confidentiality, is previously known
by the Recipient, or at any time is
developed
by
the
Recipient
completely independently of any
disclosures hereunder.
12.5 These obligations and restrictions of
confidentiality shall be effective
during the term of the Contract,
including any extension thereof,
and, unless otherwise provided in
the Contract, shall remain effective
following any termination of the
Contract.
13. FORCE MAJEURE; OTHER CHANGES
IN CONDITIONS:
13.1 In the event of and as soon as
possible after the occurrence of any
cause constituting force majeure,
the affected Party shall give notice
and full particulars in writing to the
other Party, of such occurrence or
cause if the affected Party is thereby
rendered unable, wholly or in part, to
perform its obligations and meet its
responsibilities under the Contract.
The affected Party shall also notify
the other Party of any other changes
in condition or the occurrence of any
event which interferes or threatens
to interfere with its performance of
the Contract. Not more than fifteen
(15) days following the provision of
such notice of force majeure or
other changes in condition or
occurrence, the affected Party shall
also submit a statement to the other
Party of estimated expenditures that
will likely be incurred for the duration
of the change in condition or the
event of force majeure. On receipt of
the notice or notices required
hereunder, the Party not affected by
the occurrence of a cause
constituting force majeure shall take
such action as it reasonably
considers to be appropriate or
necessary in the circumstances,
including the granting to the affected
Party of a reasonable extension of
time in which to perform any
obligations under the Contract.
13.2 If the Contractor is rendered unable,
wholly or in part, by reason of force
majeure to perform its obligations
and meet its responsibilities under
the Contract, UNRWA shall have the
right to suspend or terminate the
Contract on the same terms and
conditions as are provided for in
Article 14, “Termination,” except that
the period of notice shall be seven
(7) days instead of thirty (30) days.
In any case, UNRWA shall be
entitled to consider the Contractor
permanently unable to perform its
obligations under the Contract in
case the Contractor is unable to
14
perform its obligations, wholly or in
part, by reason of force majeure for
any period in excess of ninety (90)
days.
13.3 Force majeure as used herein
means any unforeseeable and
irresistible act of nature, any act of
war (whether declared or not),
invasion, revolution, insurrection,
terrorism, or any other acts of a
similar nature or force, provided that
such acts arise from causes beyond
the control and without the fault or
negligence of the Contractor. The
Contractor
acknowledges
and
agrees that, with respect to any
obligations under the Contract that
the Contractor must perform in
areas in which UNRWA is engaged
in, preparing to engage in, or
disengaging from any operations,
any delays or failure to perform such
obligations arising from or relating to
harsh conditions within such areas,
including without limitation closures,
strikes and curfews, or to any
incidents of civil unrest occurring in
such areas, shall not, in and of itself,
constitute force majeure under the
Contract.
14. TERMINATION:
14.1 Either Party may terminate the
Contract for cause, in whole or in
part, upon thirty (30) days’ notice, in
writing, to the other Party. The
initiation of conciliation or arbitral
proceedings in accordance with
Article 17 “Settlement of Disputes,”
below, shall not be deemed to be a
“cause” for or otherwise to be in
itself a termination of the Contract.
14.2 UNRWA may terminate the Contract
at any time by providing written
notice to the Contractor in any case
in which the mandate of UNRWA
applicable to the performance of the
Contract or the funding of UNRWA
applicable to the Contract is
curtailed or terminated, whether in
whole or in part. In addition, unless
otherwise provided by the Contract,
upon sixty (60) day’s advance
written notice to the Contractor,
UNRWA may terminate the Contract
without having to provide any
justification therefor.
14.3 In the event of any termination of the
Contract, upon receipt of notice of
termination that has been issued by
UNRWA, the Contractor shall,
except as may be directed by
UNRWA in the notice of termination
or otherwise in writing:
14.3.1 take immediate steps to bring
the performance of any
obligations under the Contract
to a close in a prompt and
orderly manner, and in doing
so, reduce expenses to a
minimum;
14.3.2 refrain from undertaking any
further
or
additional
commitments
under
the
Contract as of and following
the date of receipt of such
notice;
14.3.3 place no further subcontracts
or orders for materials,
services, or facilities, except
as
UNRWA
and
the
Contractor agree in writing are
necessary to complete any
portion of the Contract that is
not terminated;
14.3.4 terminate all subcontracts or
orders to the extent they relate
to the portion of the Contract
terminated;
14.3.5 transfer title and deliver to
UNRWA the fabricated or
unfabricated parts, work in
process, completed work,
supplies, and other material
produced or acquired for the
portion
of
the
Contract
terminated;
14.3.6 deliver all completed or partially
completed plans, drawings,
information,
and
other
property that, if the Contract
had been completed, would
be required to be furnished to
UNRWA thereunder;
14.3.7 complete performance of
the work not terminated;
and,
14.3.8 take any other action that
may be necessary, or that
UNRWA may direct in
writing, for the minimization
of losses and for the
protection and preservation
of any property, whether
tangible
or
intangible,
related to the Contract that
is in the possession of the
Contractor and in which
UNRWA has or may be
reasonably expected to
acquire an interest.
14.4 In the event of any termination of the
Contract, UNRWA shall be entitled
to
obtain
reasonable
written
accountings from the Contractor
15
concerning all obligations performed
or pending in accordance with the
Contract. In addition, UNRWA shall
not be liable to pay the Contractor
except for, but without prejudice to
UNRWA’s rights under Article 15,
those goods delivered and services
provided to UNRWA in accordance
with the requirements of the
Contract, but only if such goods or
services were ordered, requested or
otherwise provided prior to the
Contractor’s receipt of notice of
termination from UNRWA or prior to
the Contractor’s tendering of notice
of termination to UNRWA.
14.5 UNRWA may, without prejudice to
any other right or remedy available
to it, terminate the Contract forthwith
in the event that:
14.5.1 the Contractor is adjudged
bankrupt, or is liquidated, or
becomes
insolvent,
or
applies for a moratorium or
stay on any payment or
repayment obligations, or
applies to be declared
insolvent;
14.5.2 the
Contractor
is
granted
a
moratorium or a stay, or is declared
insolvent;
14.5.3 the Contractor makes an assignment
for the benefit of one or more of its
creditors;
14.5.4 a Receiver is appointed on account of
the insolvency of the Contractor;
14.5.5 the Contractor offers a settlement in
lieu of bankruptcy or receivership; or,
14.5.6 UNRWA reasonably determines that
the Contractor has become subject to
a materially adverse change in its
financial condition that threatens to
substantially affect the ability of the
Contractor to perform any of its
obligations under the Contract.
14.6 Except as prohibited by law, the
Contractor shall be bound to
compensate
UNRWA
for
all
damages and costs, including, but
not limited to, all costs incurred by
UNRWA in any legal or non-legal
proceedings, as a result of any of
the events specified in Article 14.5,
above, and resulting from or relating
to a termination of the Contract,
even if the Contractor is adjudged
bankrupt, or is granted a moratorium
or stay or is declared insolvent. The
Contractor shall immediately inform
UNRWA of the occurrence of any of
the events specified in Article 14.5,
above, and shall provide UNRWA
with any information pertinent
thereto.
14.7 The provisions of this Article 14 are
without prejudice to any other rights
or remedies of UNRWA under the
Contract or otherwise.
15. REMEDIES OF UNRWA; NON-WAIVER
OF RIGHTS:
15.1 In case the Contractor fails to
comply with any term of the
Contract, the Contractor shall be
liable for all damages sustained by
UNRWA, and UNRWA may, after
giving the Contractor reasonable
notice to perform and without
prejudice to any other rights or
remedies, exercise one or more of
the following rights:
15.1.1 procure all or part of the
service or related goods
from other sources;
15.1.2 refuse to accept delivery of
all or part of the services or
related goods; or
15.1.3 terminate the Contract in
accordance with Article
14.1,
and the Contractor shall be liable by
reason of default for any loss or
damage sustained and additional
costs incurred by UNRWA, including
without limitation any increase in the
price payable by UNRWA resulting
from the procurement of the
services from other sources and the
costs
of
engaging
in
such
procurement. UNRWA may, without
notice to the Contractor, apply to the
payment of any such loss, damage
or additional costs, by setoff or
otherwise, all credits, claims or other
amounts, whether or not related to
the Contract, at any time owing by
UNRWA to the Contractor.
15.2 If the Contractor fails to complete
the services within the time for
delivery specified in the Contract,
UNRWA may, in its sole discretion
and without prejudice to its other
remedies under the Contract, deduct
from the contract price the amount
set forth in the Contract for each
calendar day of delay until actual
delivery which amount shall in no
event be less than one percent of
the [delivered price of the delayed
services], up to a maximum
deduction of ten percent of the
contract price.
15.3 The failure by either Party to
exercise any rights available to it,
whether under the Contract or
otherwise, shall not be deemed for
16
any purposes to constitute a waiver
by the other Party of any such right
or any remedy associated therewith,
and shall not relieve the Parties of
any of their obligations under the
Contract. All remedies afforded in
the Contract shall be taken and
construed as cumulative, i.e., in
addition to every other remedy
provided under the Contract and by
law.
16. NON-EXCLUSIVITY: Unless otherwise
specified in the Contract, UNRWA shall
have no obligation to purchase any
minimum quantities of goods or services
from the Contractor and UNRWA shall
have no limitation on its right to obtain
goods or services of the same kind, quality
and quantity described in the Contract,
from any other source at any time.
17. SETTLEMENT OF DISPUTES:
17.1 AMICABLE SETTLEMENT: The
Parties shall use their best efforts to
amicably
settle
any
dispute,
controversy, or claim arising out of
the Contract or the breach,
termination, or invalidity thereof.
Where the Parties wish to seek
assistance of a neutral third person
in their attempt to reach an amicable
settlement
in
a
process
of
conciliation or mediation, such
process shall take place in
accordance with the Optional
Conciliation Rules of the Permanent
Court of Arbitration in force at the
date
of
commencement
of
conciliation or mediation, as the
case may be, or according to such
other procedure as may be agreed
between the Parties in writing.
17.2
ARBITRATION:
Any
dispute,
controversy, or claim between the
Parties arising out of or relating to
the Contract or the breach,
termination, or invalidity thereof,
unless settled amicably under
Article 17.1 above within sixty (60)
days after receipt by one Party of
the other Party’s written request for
conciliation or mediation, shall be
settled by arbitration in accordance
with the Permanent Court of
Arbitration Optional Rules for
Arbitration between International
Organizations and Private Parties in
force on the date of this Contract
(the “PCA Arbitration Rules”). The
decisions of the arbitral tribunal shall
be based on general principles of
international commercial law. The
appointing
authority
shall
be
designated by the Secretary-
General of the Permanent Court of
Arbitration following a written
request submitted by either Party.
The number of arbitrators shall be
three, unless the Parties, in the
interest of economy of proceedings,
agree that there shall be one
arbitrator. The place of arbitration
shall be Amman, Jordan.
The
language to be used in the arbitral
proceedings shall be English. The
arbitrators must be fluent in that
language. The arbitral tribunal shall
be empowered to take any
measures it deems appropriate,
including without limitation, ordering
the return or destruction of goods or
any property, whether tangible or
intangible, or of any confidential
information provided under the
Contract, ordering the termination of
the Contract, or ordering that any
other protective measures be taken
with respect to the goods, services
or any other property, whether
tangible or intangible, or of any
confidential information provided
under the Contract, as appropriate,
all in accordance with the authority
of the arbitral tribunal pursuant to
the PCA Arbitration Rules. The
arbitral tribunal shall have no
authority
to
award
punitive
damages. In addition, unless
otherwise expressly provided in the
Contract, the arbitral tribunal shall
have no authority to award interest
in excess of the London Inter-Bank
Offered
Rate
(“LIBOR”)
then
prevailing, and any such interest
shall be simple interest only. The
Parties shall be bound by any
arbitration award rendered as a
result of such arbitration as the final
adjudication of any such dispute,
controversy, or claim.
18. PRIVILEGES AND IMMUNITIES: Nothing
in or relating to the Contract shall be
deemed a waiver, express or implied, of
any of the privileges and immunities
accorded to UNRWA in international law.
19. TAX EXEMPTION:
19.1 Article II, Section 7, of the Convention
on the Privileges and Immunities of
the United Nations provides, inter
alia, that the United Nations,
including its subsidiary organs
(including UNRWA), is exempt from
all direct taxes, except charges for
public utility services, and is exempt
from customs restrictions, duties,
and charges of a similar nature in
respect of articles imported or
17
exported for its official use. In the
event any governmental authority
refuses to recognize the exemptions
of UNRWA from such taxes,
restrictions, duties, or charges, the
Contractor shall immediately consult
with UNRWA to determine a
mutually acceptable procedure.
19.2 The Contractor authorizes UNRWA to
deduct from
the Contractor’s
invoices any amount representing
such taxes, duties or charges,
unless the Contractor has consulted
with UNRWA before the payment
thereof and UNRWA has, in each
instance, specifically authorized the
Contractor to pay such taxes,
duties, or charges under written
protest. In that event, the Contractor
shall provide UNRWA with written
evidence that payment of such
taxes, duties or charges has been
made and appropriately authorized,
and UNRWA shall reimburse the
Contractor for any such taxes,
duties, or charges so authorized by
UNRWA and paid by the Contractor
under written protest.
20. OBSERVANCE OF THE LAW: The
Contractor shall comply with all laws,
ordinances, rules, and regulations bearing
upon the performance of its obligations
under the Contract. In addition, the
Contractor shall maintain compliance with
all obligations relating to its registration as
a qualified vendor of goods or services to
UNRWA; as such obligations are set forth
in UNRWA vendor registration procedures.
21. MODIFICATIONS:
21.1 Only the Chief, Procurement and
Logistics Division, or, for local
contracts, the Field Office Director in
each of UNRWA’s fields of
operation, or such other contracting
authority as UNRWA has made
known to the Contractor in writing,
possesses the authority to agree on
behalf
of
UNRWA
to
any
modification of or change in the
Contract, to a waiver of any of its
provisions or to any additional
contractual relationship of any kind
with the Contractor. Accordingly, no
modification or change in the
Contract shall be valid and
enforceable against UNRWA unless
provided by a valid written
amendment to the Contract signed
by the Contractor and the Chief,
Procurement and Logistics Division,
or the Field Office Director (for local
contracts), or such other contracting
authority.
21.2 If the Contract shall be extended for
additional periods in accordance
with the terms and conditions of the
Contract, the terms and conditions
applicable to any such extended
term of the Contract shall be the
same terms and conditions as set
forth in the Contract, unless the
Parties shall have agreed otherwise
pursuant to a valid amendment
concluded in accordance with Article
21.1 above.
21.3 The terms or conditions of any
supplemental
undertakings,
licenses, or other forms of
agreement concerning any goods or
services
provided
under
the
Contract shall not be valid and
enforceable against UNRWA nor in
any way shall constitute an
agreement by UNRWA thereto
unless any such undertakings,
licenses or other forms are the
subject of a valid amendment
concluded in accordance with Article
21.1, above.
22. AUDITS AND INVESTIGATIONS:
22.1 Each invoice paid by UNRWA shall
be subject to a post-payment audit
by auditors, whether internal or
external, of UNRWA or by other
authorized and qualified agents of
UNRWA at any time during the term
of the Contract and for a period of
two (2) years following the expiration
or prior termination of the Contract.
UNRWA shall be entitled to a refund
from the Contractor for any amounts
shown by such audits to have been
paid by UNRWA other than in
accordance with the terms and
conditions of the Contract.
22.2 The Contractor acknowledges and
agrees that, from time to time,
UNRWA may conduct investigations
relating to any aspect of the
Contract or the award thereof, the
obligations performed under the
Contract, and the operations of the
Contractor generally relating to
performance of the Contract. The
right of UNRWA to conduct an
investigation and the Contractor’s
obligation to comply with such an
investigation shall not lapse upon
expiration or prior termination of the
Contract. The Contractor shall
provide
its
full
and
timely
cooperation
with
any
such
inspections, post-payment audits or
investigations. Such cooperation
shall include, but shall not be limited
to, the Contractor’s obligation to
18
make available its personnel and
any relevant documentation for such
purposes at reasonable times and
on reasonable conditions and to
grant to UNRWA access to the
Contractor’s premises at reasonable
times and on reasonable conditions
in connection with such access to
the Contractor’s personnel and
relevant
documentation.
The
Contractor shall require its agents,
including, but not limited to, the
Contractor’s attorneys, accountants
or other advisers, to reasonably
cooperate with any inspections,
post-payment
audits
or
investigations
carried
out
by
UNRWA hereunder.
23. LIMITATION ON ACTIONS:
23.1 Except with respect to any
indemnification obligations in Article
6, above, or as are otherwise set
forth in the Contract, any arbitral
proceedings in accordance with
Article 17.2, above, arising out of the
Contract must be commenced within
three years after the cause of action
has accrued.
23.2 The Parties further acknowledge
and agree that, for these purposes,
a cause of action shall accrue when
the breach actually occurs, or, in the
case of latent defects, when the
injured Party knew or should have
known all of the essential elements
of the cause of action, or in the case
of a breach of warranty, when
tender of delivery is made, except
that, if a warranty extends to future
performance of the goods or any
process or system and the discovery
of the breach consequently must
await the time when such goods or
other process or system is ready to
perform in accordance with the
requirements of the Contract, the
cause of action accrues when such
time of future performance actually
begins.
24. ADDITIONAL WARRANTIES:
24.1 The Contractor represents and
warrants that:
24.1.1 it has not and shall not offer
any direct or indirect benefit
arising from or related to the
performance of the Contract
or the award thereof to any
representative,
official,
employee, or other agent of
UNRWA.
24.1.2
neither it, its parent
entities (if any), nor any of the
Contractor’s subsidiary or
affiliated entities (if any) is
engaged in any practice
inconsistent with the rights set
forth in the Convention on the
Rights of the Child, including
Article 32 thereof, which, inter
alia, requires that a child shall
be protected from performing
any work that is likely to be
hazardous or to interfere with
the child’s education, or to be
harmful to the child’s health or
physical, mental, spiritual,
moral, or social development.
24.1.3
neither it, its parent
entities (if any), nor any of the
Contractor’s subsidiaries or
affiliated entities (if any) is
engaged in the sale or
manufacture of anti-personnel
mines or components utilized
in the manufacture of antipersonnel mines.
24.1.4 it shall take all appropriate measures to
prevent sexual exploitation or abuse of
anyone by its employees or any other
persons engaged and controlled by the
Contractor to perform any services
under the Contract. For these purposes,
sexual activity with any person less than
eighteen years of age, regardless of any
laws relating to consent, shall constitute
the sexual exploitation and abuse of
such person. In addition, the Contractor
shall refrain from, and shall take all
reasonable and appropriate measures to
prohibit its employees or other persons
engaged and controlled by it from
exchanging
any
money,
goods,
services, or other things of value, for
sexual favors or activities, or from
engaging any sexual activities that are
exploitive or degrading to any person.
UNRWA shall not apply the foregoing
standard relating to age in any case in
which the Contractor’s personnel or any
other person who may be engaged by
the Contractor to perform any services
under the Contract is married to the
person less than the age of eighteen
years with whom sexual activity has
occurred and in which such marriage is
recognized as valid under the laws of
the country of citizenship of such
Contractor’s personnel or such other
person who may be engaged by the
Contractor to perform any services
under the Contract.
24.1.5 neither it, its parent entities (if any), nor
any of the Contractor’s subsidiary,
affiliated entities (if any) or suppliers is
engaged in any transactions with, and/or
the provision of resources and support
19
to,
individuals
and
organizations
associated with, receiving any type of
training for, or engaged in, any act or
offense described in Article 2, Sections
1, 3, 4 or 5 of the International
Convention for the Suppression of the
Financing of Terrorism, adopted by the
General Assembly of the United Nations
in Resolution 54/109 of 9 December
1999.
24.2 The Contractor acknowledges and
agrees that the provisions of Article
24.1 constitute an essential term of
the Contract and that breach of any
such representation and warranty
shall entitle UNRWA to terminate
the Contract immediately upon
notice to the Contractor, without any
liability for termination charges or
any other liability of any kind.
25. BANK GUARANTEE:
If specifically
requested by UNRWA, prior to the
signature of the Contract, the Contractor
shall provide a banker’s guarantee from a
bank acceptable to UNRWA in the form,
amount and manner prescribed by
UNRWA.
26. NOTICE AND OTHER FORMALITIES:
26.1 Service of any notice referred to in
the Contract or arising therefrom
shall be deemed to be valid if sent
by registered mail, or by cable, or by
hand against authorized signature
on receipt, to the address of the
Party concerned as set forth in the
Contract.
26.2 It is expressly agreed that UNRWA
shall have the right to enforce these
General Conditions without the
necessity of resorting to service of
summons, mise en demeure,
notarial notice, and without any legal
formalities or court proceedings of
any kind whatsoever; it is being
further agreed that the notice
provided for in the preceding
paragraph is adequate for all
purposes
notwithstanding
any
provision of applicable law to the
contrary.
27. SEVERABILITY: If any term, covenant, or
condition of this Contract or the application
thereof to any person or circumstance shall
to any extent be determined to be invalid or
unenforceable, the remainder of this
Contract, or the application of such term,
covenant or condition to persons or
circumstances other than those as to which
it is held invalid or unenforceable, shall not
be affected thereby and each term,
covenant, or condition of this Contract shall
remain valid and be enforced to the fullest
extent possible.
20
ANNEX C
SERVICE CONTRACT TEMPLATE
This Service Contract is made this ___ day of _______ 201_, by and between the United
Nations Relief and Works Agency for Palestine Refugees in the Near East (“UNRWA”) and
[name]
,
[street address] [city] [country] (the “Contractor”).
Background
[Description of project background]. The purpose of the present arrangement is to
assure the provision of technical services to UNRWA in relation to [those project
activities]. The Contractor, representing that it is fully qualified and has the necessary
expertise and resources to effectively and efficiently provide the same, wishes to
provide those services as set forth in, and in accordance with, the terms of this Service
Contract.
NOW, THEREFORE, in consideration of the premises, the representations and obligations
contained herein and other good and valuable consideration, the receipt and sufficiency of which are
hereby acknowledged, the Parties agree as follows:
1.
DEFINITIONS AND INTERPRETATION.
1.1
Defined Terms. In addition to terms elsewhere defined in this Service Contract, the
following terms shall have the meanings provided for the purpose of this Service Contract:
1.1.1 “Delivery Schedule” means the schedule for the delivery of Services as set
forth in attached Annex 3.
1.1.2 “General Conditions” means UNRWA’s General Conditions of Contract for
Procurement of Services, attached as Annex 1.
1.1.3
“Party” means each of, and “Parties” means collectively, UNRWA and the
Contractor.
1.1.4 “Payment Schedule” means the schedule of payments, corresponding to the
delivery of Services, as set forth in attached Annex 3.
1.1.5
“Proposal” means the Contractor’s proposal dated ________ and attached as
1.1.6
“Section” means the referenced section of this Service Contract.
1.1.7
“Services” means the services and deliverables described in the Terms of
1.1.8
attached as Annex 2.
“Terms of Reference” or “ToR” means description of the Terms of Reference
Annex 4.
Reference.
1.2
Interpretation. As used in the Service Contract:
1.2.1 The documents referred to below are intended to be mutually explanatory;
provided, however, in case of ambiguity, discrepancy or inconsistency among them, the following
order of priority shall apply except to the extent a term contained in a higher-listed document is
specifically superseded by the express terms of a lower-listed document:
1.2.1.1 This Service Contract, but excluding the General Conditions, Terms
of Reference and Proposal.
1.2.1.2 The Terms of Reference.
1.2.1.3 The General Conditions.
1.2.1.4 The Proposal.
1.2.2 The numbers and titles of the Sections are for reference only and shall not be
deemed to modify or construe the contents of the Section.
1.2.3
Where applicable, reference to the singular includes the plural.
2.
DURATION OF THIS AGREEMENT. The Service Contract shall be effective upon signing
and shall end upon completion of the last obligation arising hereunder.
3.
OBLIGATIONS OF THE CONTRACTOR. The Contractor, representing and warranting that
all statements made in connection with its Proposal and as otherwise provided herein are true and
correct in all material respects and do not fail to include any matter necessary to make the statements
contained therein not misleading, covenants to deliver the Services, and provide all related personnel,
materials and other support as may be necessary therefore, in accordance with this Service Contract.
3.1
In General. The Services shall be delivered in a professional and workmanlike
manner in accordance with the terms and conditions of this Service Contract. Without limiting the
generality of the foregoing –
3.1.1 The Contractor shall conduct its operations with due diligence and efficiency,
in conformity with the highest industry standards for technical, financial, managerial and
administrative practices, and in a manner that at all times protects the interests of UNRWA.
3.1.2 The Contractor shall at all times during the term of this Service Contract
retain for the purpose of delivering the Services all such staff possessing the technical and
professional qualifications and competencies necessary to deliver the Services and perform the
obligations of the Contractor under this Service Contract.
3.1.2.1 Notwithstanding the foregoing, the Contractor shall, upon 30 days’
notice from UNRWA, terminate in respect of the Services of any personnel determined to have
performed unsatisfactorily or otherwise failed to conform to required standards of conduct as set forth
in this Service Contract; provided, however, UNRWA may, notwithstanding the notice requirements of
this Section, request the immediate termination of the services of any personnel, and limit the access
thereof to UNRWA premises, in the event of a serious breach of the duties and obligations of such
personnel and where such remedial action is reasonably determined by UNRWA to be required in the
interest of the delivery of the Services.
3.1.2.2 All persons retained by the Contractor shall at all times be deemed
the employees, agents, contractors or subcontractors of the Contractor and shall in no event be
considered to be employees or agents of UNRWA or as having any of the privileges or immunities of
the United Nations or its staff.
3.2
Delivery of Services. The Contractor shall deliver the Services as set forth in the
ToR and the following:
3.2.1 The Contractor shall commence the Services not later than
________________ 201_.
3.2.2
The Contractor shall deliver the Services in accordance with the Delivery
Schedule.
3.3
Use of UNRWA Resources. The Contractor shall utilize all funds, supplies and
equipment provided by UNRWA in accordance with the following:
3.3.1 All equipment, non-expendable materials, supplies and other property
furnished or financed by UNRWA under the Service Contract shall remain the property of UNRWA
and, unless otherwise agreed by the parties, shall be returned to UNRWA upon the completion of the
Services, and 22
3.3.1.1 The Contractor shall not cause or permit any lien, claim or other
encumbrance to attach to any equipment, non-expendable materials, supplies and other property
furnished or financed by or on behalf of UNRWA under the Service Contract.
3.3.1.2 The Contractor shall promptly report to UNRWA each loss, damage
or theft of supplies, equipment, non-expendable materials and other property provided to the
Contractor under the Service Contract by or for the benefit UNRWA.
3.3.1.3 The Contractor shall maintain, and shall promptly transfer to UNRWA
immediately upon completion of the Service, complete and accurate records with respect to all funds,
supplies and equipment received from or on behalf of UNRWA under the Service Contract.
3.3.2
Access to and use of UNRWA facilities and premises by the Contractor and
its personnel and contractors shall at all times be subject to UNRWA’s rules and regulations relating
to such use, including, but not limited to, those relating to security.
3.4
Records. In addition to all other reporting requirements elsewhere contained in the
Service Contract:
3.4.1 The Contractor shall at all times and for a period of 3 years following the
completion of the Project maintain progress, financial and other statements, records and reports in
respect of the delivery of the Service and this Service Contract.
3.4.2 Upon reasonable notice, all such records and documents maintained by the
Contractor in connection with the delivery of the Services and of this Service Contract, including with
respect to the administration and operations of the Contractor, shall be made available for inspection,
review and copying by UNRWA or its designee.
3.5
Failure to Complete Services. If the Contractor fails to complete the services within
the time for delivery specified in this Service Contract, UNRWA may, in its sole discretion and without
prejudice to its other remedies under this Service Contract, deduct from the contract price USD 100
for each calendar day of delay until actual delivery up to a maximum deduction of ten percent of the
contract price.
4.
OBLIGATIONS OF UNRWA. In connection with the delivery of the Services by the
Contractor in accordance with the terms of the Service Contract:
4.1
Facilities. To facilitate and support the delivery of the Services by the Contractor,
UNRWA shall, directly or on its behalf, provide in connection with the delivery of the Services:
4.1.1 Relevant financial, technical, statistical and operational data and other inputs
necessary for the delivery of the Services.
4.1.2 Transportation and, in the event the need arises, otherwise facilitate the
movement of personnel within UNRWA’s areas of operation.
4.1.3 Access to UNRWA facilities consistent with requirements for the delivery of
the Services, including, as applicable, the issuance of UNRWA grounds passes.
4.1.4 Such measures (including but not limited to escort when travelling) as may be
reasonably necessary to assure the personal security of the Contractor’s personnel and their
property.
4.1.5 Such other services support as may be reasonably available in the UNRWA
facilities at which the personnel of the Contractor are operating.
4.2
Payment. In full consideration for the delivery of the Services in accordance with the
terms of the Service Contract, UNRWA shall pay to the Contractor as set forth below:
4.2.1 UNRWA shall pay the Contractor the amount of USD _______, in
accordance with the Payment Schedule and this Section 4.2.
23
4.2.2 The Contractor shall submit to UNRWA an invoice corresponding to the
Services delivered during the period represented by the invoice as set forth in the Delivery Schedule,
including a certification by the Contractor that for the period of payment the Contractor has delivered
the Services in accordance with this Service Contract, together with all such supporting
documentation as may be required by UNRWA with respect thereto.
4.2.3 UNRWA shall, within 30 days following the receipt from the Contractor of
each invoice, pay the invoiced amounts subject to the following 4.2.3.1 Each invoice shall be subject to certification by UNRWA of the
delivery of Services associated with the invoice and the amounts contained in the invoices, and
UNRWA may make corrections to the amounts set forth in the Contractor’s invoices and effect
payment for the amounts so corrected and certified.
4.2.3.2 In the event of any dispute with respect to an invoice submitted by
the Contractor, UNRWA shall notify the Contractor within 15 days following receipt of the invoice
setting forth the basis for the dispute and the amount of the invoice subject to the dispute.
4.2.3.2.1 UNRWA and the Contractor shall consult in good faith to
promptly resolve outstanding issues with respect to any such disputed invoice.
4.2.3.2.2 In cases of dispute regarding only a portion of a
Contractor’s invoice, UNRWA shall pay the Contractor the amount of the undisputed portion within 30
days of the receipt thereof.
4.2.3.2.3 Once a dispute regarding an invoice or a portion thereof
has been resolved, UNRWA shall pay the Contractor within 30 days following the resolution of such
dispute.
4.2.4 Payments effected by UNRWA to the Contractor shall neither relieve the
Contractor of its obligations under this Contract nor constitute acceptance by UNRWA of the
Contractor’s performance of the Services.
4.2.5 UNRWA shall deposit the amounts payable to the Contractor in accordance
with this Section by electronic transfer to:
Bank name:
Bank Address:
Account name:
Account number:
SWIFT Code:
4.2.6 Except as otherwise expressly set forth in the Service Contract, the
Contractor shall bear all costs associated with the delivery of the Services, including but not limited to
all income and other taxes, all utilities and consumables, third-party licenses and costs of staff and
contractors (including salaries, workers compensation, life, health and disability insurance, travel
costs, allowances and other benefits to which they are entitled in accordance with the applicable
terms of service with the Contractor and applicable law).
5.
MISCELLANEOUS.
5.1 Waiver. No waiver, or waiver of any breach, of any provision of this Service Contract
shall be deemed to be a waiver of any other provision or of any future breach of that provision.
5.2 Notice. Any required or permitted notice, consent or approval shall be effective only
upon delivery in writing by hand or by telefax transmission to the following address of the other or
such other address as may be specified by similar notice –
UNRWA:
Facsimile: +
the Contractor:
Facsimile: +
24
5.3 Applicable Law. This Service Contract shall be governed by and construed in
accordance with general principles of international commercial law. If any term, covenant, or condition
of this Service Contract or the application thereof to any person or circumstance shall to any extent be
determined to be invalid or unenforceable, the remainder of this Service Contract, or the application of
such term, covenant or condition to persons or circumstances other than those as to which it is held
invalid or unenforceable, shall not be affected thereby and each term, covenant, or condition of this
Service Contract shall remain valid and be enforced to the fullest extent possible.
5.4 Counterparts. This Service Contract may be signed in one or more counterparts, each
of which shall be deemed to be an original.
5.5 Entire Agreement. This Service Contract and its annexes may be modified or amended
only upon the written agreement of the parties, and this Service Contract and its annexes, as
amended, represent the entire agreement and understanding between the parties with respect to the
subject matter hereof.
IN WITNESS WHEREOF, the parties have signed this Service Contract on_________ 200_.
United Nations Relief and Works Agency
for Palestine Refugees in the Near East
[Contractor]
_________________________________
[name]
[title]
_________________________
[name]
[title]
Witness
_________________________________
[name]
[title]
Annex 1:
General Conditions
Annex 2:
Terms of Reference
Annex 3:
Delivery and Payment Schedule
Annex 4:
Proposal
Witness
_________________________
[name]
[title]
25
ANNEX D
STATEMENT OF WORK (SOW)
SAP Technical and Application Management
UNRWA Information Management Division
Identification
Document Identification
Author
REACH Program Director
Version
Revision History
Applies to Rev.
1
2
3
Document Location (repository/path/name)
Status
Final Draft
Date
3 Sep 2015
21 Sep 2015
10 Oct 2015
13 Oct 2015
References/Direct Sources
Date
Author
15 Jan 2015
31 Aug 2015
17 Jun 2015
22 Dec 2014
Capgemini
UNGSC
REACH
Capgemini
21 Sep 2015
21 Sep 2015
21 Sep 2015
02 Jun 2015
REACH
REACH
REACH
REACH
Date
13 Oct 2015
Author
REACH
REACH
REACH
REACH
Classification
UNRELEASED
Change Description
Initial Draft
Integrate Support Calls and conditional items into RFP
Incorporate other comments
Final Draft
Reference
Annex 2 – UNRWA ERP Project Technical Architecture Master Document
Annex 3 - A.7 - SAP Systems Master List - V1.6.xlsx
Annex 4 – REACH Support Call Guide
Annex 5 - UNRWA ERP Project Operation Procedures (As-is; applies to
SAP Technical Operations)
Annex L – Technical Proposal Template
Annex 7 – Financial Proposal Template
Annex 8 - Technical Evaluation Criteria
Annex 9 - REACH _OpsGovManual_v 2.0_Final
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Table of Contents
1
Introduction .................................................................................................................................... 27
1.1
About UNRWA ...................................................................................................................... 28
1.2
About the REACH System .................................................................................................... 28
1.3
Scope of this SoW ................................................................................................................. 29
1.4
Period of Performance .......................................................................................................... 29
1.5
Definitions of Key Terms ....................................................................................................... 30
2
REACH Technical Operations ....................................................................................................... 31
2.1
SAP Basis and Other Technical Component Monitoring ...................................................... 31
2.2
SAP Basis Administration ..................................................................................................... 32
2.2.1 Change Control Procedures .............................................................................................. 32
2.2.2 Enhancement Packages ................................................................................................... 32
2.3
Citrix Operations and Technical Support .............................................................................. 33
2.4
Incident and Fault Management............................................................................................ 33
2.5
Reporting ............................................................................................................................... 34
3
REACH Application Management ................................................................................................. 35
3.1
Application Management Scope of Responsibilities and Terms of Service .......................... 35
3.2
Application Management Service .......................................................................................... 36
4
REACH Business Process Operations Support ............................................................................ 38
4.1
Service Delivery Manager ..................................................................................................... 38
4.2
Functional Domain Experts/Analysts (FDE) .......................................................................... 38
4.3
Service Approach .................................................................................................................. 39
4.3.1 Option 1: Full Onsite Support, SDM and FDEs ................................................................. 39
4.3.2 Option 2: Onsite SDM only, no FDEs ................................................................................ 39
5
Service Management Requirements ............................................................................................. 41
5.1
Governance ........................................................................................................................... 41
5.2
Resourcing ............................................................................................................................ 41
5.3
Tracking, Reporting and Status Meetings ............................................................................. 41
5.4
Knowledge Transfer .............................................................................................................. 42
6
Service Logistics ........................................................................................................................... 42
6.1
Onsite Living.......................................................................................................................... 42
6.2
Travel .................................................................................................................................... 42
6.2.1 Onsite Resources .............................................................................................................. 42
6.2.2 Offsite Resources .............................................................................................................. 42
6.3
Computers ............................................................................................................................. 42
6.3.1 Onsite Resources .............................................................................................................. 42
6.4
Access to UNRWA’s Hosting Environment ........................................................................... 42
7
Appendix 1 –Support Coverage .................................................................................................... 43
8
Appendix 2: Performance Report Metrics ..................................................................................... 44
9
Appendix 3 –Severity Matrix and Response Times ...................................................................... 48
10
Appendix 4 – Other Operations Reports ................................................................................... 49
11
Appendix 5 – SAP Modules and Components in Use............................................................... 51
12
Appendix 6 – FRICE Objects .................................................................................................... 52
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1
Introduction
1.1
About UNRWA
Following the 1948 Arab-Israeli conflict, UNRWA was established by United Nations General Assembly resolution 302
(IV) of 8 December 1949 to carry out direct relief and works programmes for Palestine refugees. The Agency began
operations on 1 May 1950.
In the absence of a solution to the Palestine refugee problem, the General Assembly has repeatedly renewed
UNRWA's mandate, most recently extending it until 30 June 2017.
UNRWA is unique in terms of its long-standing commitment to one group of refugees. It has contributed to the welfare
and human development of four generations of Palestine refugees, defined as “persons whose normal place of
residence was Palestine during the period 1 June 1946 to 15 May 1948, and who lost both home and means of
livelihood as a result of the 1948 conflict.” The descendants of Palestine refugee males, including legally adopted
children, are also eligible for registration.
UNRWA services are available to all those living in its areas of operations who meet this definition, who are registered
with the Agency and who need assistance. When the Agency began operations in 1950, it was responding to the
needs of about 750,000 Palestine refugees. Today, some 5 million Palestine refugees are eligible for UNRWA
services.
UNRWA’s services include:
 Education: Over 700 schools with 23,000 staff, teaching almost 500,000 students.
 Health: 123 primary care health clinics with 3,000 staff, serving over 3 million refugees.
 Relief and Social Services: 170 centers and funds with 900 staff serving almost 300,000 of the most at-risk
refugees.
 Infrastructure & Camp Improvement: Construction and improvement of 58 camps and other infrastructure,
addressing approximately one-third of UNRWA’s 5 million registered refugees.
 Microfinance: Over 300,000 loans awarded to households, entrepreneurs and small-business owners within
UNRWA’s refugee base.
UNRWA operates with two HQ locations and five Field locations:
 HQ: Amman (primary); Gaza (additional support staff)
 Jordan (Amman)
 West Bank (Jerusalem)
 Syria (Damascus)
 Lebanon (Beirut)
 Gaza
Within each Field, there are a varying number of Area Offices and other locations to deliver the services UNRWA
provides to its beneficiaries.
1.2
About the REACH System
The REACH system is based on SAP ECC 6.0, Enhancement Package 6 (EhP6), SAP GUI 7.3. Other key
components being used include SAP Business Objects (BO) 4.1 and Business Planning and Consolidation (BPC)
10.1. The database technology is Microsoft SQL Server 2012. Details of the specific components, their versions, and
the infrastructure are provided in Annex II, REACH Landscape. The REACH system has been live in production since
April 2015.
REACH’s Functional Scope includes:
 Public Sector: Grants (GM), Projects (PS), Budgets (CO, FM)
 Finance: Accounts, Treasury, Assets
 Procurement and Logistics (MM, WM and SD)
 Human Resources: OM, PA, PY (including NPO, EVE), TM, Nakisa
The primary end-user departments within UNRWA are the Departments of Planning, Finance, Human Resources, and
Administrative Support (Procurement and Logistics Division). In addition, users are based within the services
Departments as well as the Fields. There are currently 1,250 SAP Professional Licenses in place, with about 400
active/regular users. It is expected that the number of Professional Licenses will be decreased to be more in line with
regular and occasional users by the end of 2015.
The REACH solution is hosted at the data centers of the UN Global Service Center (UNGSC). The primary hosting
environment is located in Valencia, Spain. The secondary Disaster Recovery (DR) site is located in Brindisi, Italy.
This secondary site also serves to manage REACH’s development and test instances.
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In addition to the core SAP infrastructure, an “Integration Hub” provides the solution to integrate SAP with external
applications. This Hub is also used as UNRWA’s enterprise integration framework, to provide master data
management (MDM) services and application integration. It is based on WSO2, Talend, and MS SQL Server.
UNRWA has created a bespoke time management web application (e-TM) that is used for time reporting, leave
request and approval, and pay slip distribution to UNRWA’s more than 30,000 staff. The e-TM application is based on
Microsoft .Net, and integrates bi-directionally with SAP using web services.
1.3
Scope of this SoW
The purpose of this SoW is to select a partner to provide technical and application management services for
UNRWA’s REACH application. This overall view of responsibilities and the specific scope of the Contractor UNRWA
is seeking is summarized at the high level in the below figure:
The responsibilities for the full hosting infrastructure (“up to the OS level”), the performance of the wide area network,
and Tiers 1 and 2 user support are not within the scope of this SoW, and are the responsibilities of the participants
highlighted in the above figure. However, Tier/Level 3 support provided by the contractor is expected to support
UNRWA Tier/Level 2 support to resolve issues as the main interface between Level 2 and 3 issues. The Contractor
shall work closely with these other parties and expect to be be consulted and informed of activities on a regular basis,
plus requested to be available to collaborate on incident, problem, error, and change resolution where these partners
might need SAP expert support.
Therefore, the key areas of Contractor responsibility include:
 REACH Technical Operations: The overall health and performance of the SAP solution technical components,
including the WSO2-based “Integration Hub”.
 REACH Application Management: The process maintenance, configuration, development, break‐fix, test, and
implementation across the full scope of the REACH solution. The scope of this work includes all the technical
components of SAP, included but not limited to customizing, ABAP code, Data definition, Custom table
maintenance, Roles and profiles, OSS notes implementation, etc.
 REACH Business Process Operations Support: The relationship with the UNRWA business process owners;
management of all Blueprint and related documentation, and primary liaison with the REACH Application
Management team to ensure that REACH continues to support the needs of the user community.
1.4
Period of Performance
The contract is expected to commence 01 April 2016 and continue initially through 31 May 2019 as follows:
Time Period
First 2 months from contract
signature
36 months after the end of the
initiation period
12 + 12 months after the
completion of the first period of
performance
Activities
Initiation / Ramp-up / Knowledge Transfer
Performance of Services in this SoW
(Option years, if extended) Performance of Services in this SoW; extension will be
awarded 12 months at a time, at the same terms and conditions of the awarded
contract.
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The service provided will be monitored as described in the relevant chapter, formal performance reviews will be
conducted on a quarterly basis. If the provider does not meet SLA targets for any one-month period within each
quarter, there shall be a one-quarter Improvement Period to achieve SLA targets. If at the end of that Improvement
Period targets remain unmet, UNRWA shall have the right to terminate the agreement with damages, effective 30days after the second quarter of non-performance.
UNRWA will communicate the intention to extend the contract 6 months before its expiration date and the Bidder
agrees to accept the extension at the same conditions stated in the original offer. This acceptance, part of the terms
and conditions for this contract, must also be explicitly stated in the bidder proposal.
1.5
Definitions of Key Terms
Term
System/REACH
System
Definition
Comprehensive all inclusive term that encompasses the UNRWA entire existing REACH
SAP + Extended environment as described herein including, but not limited to, all related
software, processes, configurations, customizations, interfaces, and add-ons required to
satisfy Agency needs. This is the system the Contractor shall maintain and support as of day
1 and is defined as anything in production as of that date.
Effective with the UNRWA’s “Approval to Proceed”, all enhancements, fixes, releases and
version upgrades are considered to be added to the System; thereby creating a new baseline
application inclusive in the scope of this Statement of Work (SoW).
Incident
Occurs when the application does not function according to design and the cause is known.
Incident management shall:









Detect and record incidents;
Classify incidents;
Provide initial incident support;
Prioritize incidents based on impact and urgency;
Investigate and diagnose incidents;
Resolve incidents and recover service as per agreed service levels;
Close incidents;
Maintain ownership, monitoring, tracking and communications about incidents;
Provide management information about Incident Management quality and operations.
Problem
Occurs when the application does not function according to design and the cause is not
known.
Known Error
Occurs when the root cause of a Problem has been discovered but not yet resolved. It is
then resolved using the Incident process.
Corrective
Maintenance
Restoring application functionality, as per design, in response to incidents or problems:
 Fixes: Defect or Problem Resolution Changes required providing user functionality. All
efforts to remain current and apply fixes shall be included within the service offering and
pricing. Under current SAP terminology, this includes, in addition to modifications to
customizing or ABAP code, all SAP provided remedies such as, but not limited to, SAP
Notes.

Release: Minor Release that delivers a set of non-urgent fixes. All efforts to remain
current and apply releases regardless if they are to the Application are considered part of
the “SYSTEM” and shall be included within the service offering and pricing. Under
current SAP terminology, this includes all SAP provided remedies such as, but not
limited to, Support Packages.
Preventative
Maintenance
Permanently removing known errors from the application before the associated problem
symptoms cause application disruption through Corrective Maintenance and other means.
Adaptive Maintenance
Aligning the system behavior to changes in the business practices and procedures of the
Agency, to ensure constant alignment between REACH and business procedures and rules,
including but not limited to payroll updates.
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Term
Evolutionary
Maintenance
Definition
Adding new functions/module to the system to fulfil new sets of requirements to support
business model evolution.
2
REACH Technical Operations
This Task Group shall be performed by offsite resources.
The partner will fully manage the database and SAP Basis layers of the UNRWA SAP solution. In addition, the
partner will be responsible for the management and operations of the Integration Hub, which connects SAP with
software applications external to SAP. The following sections provide descriptions of the required services.
The primary goal of REACH Technical Operations is to ensure the operability of the solution. Operability is the ability
to maintain IT systems in a functioning and operating condition, guaranteeing systems availability and required
performance levels to support the execution of the enterprise’s business operations.
The REACH Technical Operations processes also include the management of change requests across the full
Landscape and providing support to the REACH Application Management team to be able to accept subsequent
releases into Production. It also includes the continuous monitoring of solution performance and highlight to the
REACH Application Management team areas where optimization is required.
REACH Technical Operations is a portion of the overall services required to maintain the UNRWA SAP solution. In
order to operate cohesively within the overall support organization, the REACH Technical Operations team will be
responsible for change management of the system layers under their control, as well as reporting on the technical
status of the system and the quality of the services they provide.
The core services provided under REACH Technical Operations include:




SAP Basis and Other Technical Component Monitoring;
SAP Basis Administration;
Incident and Fault Management;
Reporting.
Services shall be delivered with by the partner according to a service level agreement. The level of service will be
defined by the following criteria, including but not limited to:



Service availability;
Incident resolution;
System performance and utilization.
Inputs Provided by UNRWA for this Task Group shall include:
 Ticketing system to be used for all service request and incident management;
 Access to UNRWA’s SAP Support Account as required.
 Designation of a technical point of contact at UNRWA’s hosting provider UNGSC
REACH Technical Operations, in addition to ensuring the achievement of the above mentioned SLAs, shall respond to
Incidents, Problems and Changes via the SLA defined in Appendix 3 –Severity Matrix and Response Times.
2.1
SAP Basis and Other Technical Component Monitoring
The Monitoring Service requirements include monitoring of the database, and application layers of the UNRWA
solution as described above. Monitoring and the ability to respond to an incident or fault shall be performed on a 24x7
basis, 7 days a week.
The core services in this category include:
a) Process monitoring, analysis and response time analysis;
b) Batch job monitoring for core jobs;
c) Process Integration monitoring for interfaces to external systems;
d) Dump monitoring and analysis, including the proposal and execution of corrective actions;
e) SAP Services including Early Watch reports analysis and execution;
f) Check the availability of SAP applications;
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g)
h)
i)
j)
k)
l)
m)
n)
Check the availability and consistency of the backup process/outputs;
Monitor the correct operational functioning of the basic components;
Check for proper performance of the activities planned for the maintenance of the system;
Monitoring system load;
Monitoring of prints (availability device management and spool);
Monitoring the availability and consistency of the database;
Monitoring and control of resources occupied machine (RAM and CPU);
Monitoring disk space and capacity allocation for the databases.
The above scope of monitoring tasks’ data shall be available via the Reporting requirements of the REACH Technical
Operations section.
2.2
SAP Basis Administration
SAP Basis Administration requirements in this context cover standard Basis administration needs for the UNRWA
SAP Systems described above. These services are applicable to all SAP systems described in this document,
including ECC, Business Warehouse, Business Objects, Solution Manager, and other related systems/components.
The core services in this category include but are not limited to:















Overall responsible for SAP Basis administration and configuration;
Corrective and Preventative Maintenance of the SAP Landscape;
Mounts and reports resulting from the activity of monitoring;
SAP client copies, instance management and system refreshes;
Integrity and interfacing of the system - category includes activities such as, dump analysis system log, trace
management, configuration management, connection RFC and remote connections;
DB Administration - category includes activities such as statistical tables, rebuild indexes, table spaces and
rollback segment management, reorganization DB;
File system administration;
Transport /Release Management and systems alignment - category includes activities such as configuration
and management of the transport system (TMS) to import the changes, including the synchronization of
Production, Development, Quality Assurance, Training and Staging Environments;
Manage job scheduling - category includes activities such as job scheduling for periodic tasks in the system or
different program interfaces and application procedures at night, analysis of errors and exceptions;
Management SAP Notes - Connection Management to support the resolution of problems for systems for
which intervention is required in SAP;
Performance and Tuning - category includes activities such as, analysis / optimization transactions, and
configuration of system components to ensure the proper functioning of applications operating in accordance
with the service level (SLA) requirements to improve them, including Basis, DB, and other components;
Administration Security and User Management - category includes activities such as, management license
key, creating SAP users and association roles and profiles, change security parameters;
Application of SAP Notes, Patches, and Support Packages related to UNRWA’s SAP landscape including
updating and upgrading of all components (DB, SAP, and related software);
Installation and Upgrade - category includes activities such as install and configure SAP applications, SAP
upgrade instances and MS SQL Server DBs, and maintain technical and operations documentation;
Non Standard service request: e.g., requests for support in fixing application performance problems, analyzing
users’ behavior, support to capacity planning, etc.
The selected partner will be providing a portion of the overall services required to maintain the UNRWA SAP solution.
In order to operate cohesively within the larger support organization, the partner will be responsible for change
management of the system layers under their control, as well as reporting on the technical status of the system and
the quality of the services they provide.
2.2.1 Change Control Procedures
Proper management of the UNRWA SAP solution will require implementation of robust Change Control procedures.
All changes with respect to all in‐scope SAP and non‐SAP environments and components must be approved by
UNRWA, whether initiated by the partner or UNRWA. The partner will implement the changes according to mutually
pre‐agreed processes and procedures that will be defined within the first 3 months of operations. Changes to be
considered within the scope of the required services are listed in this section and will be managed via UNRWA’s
Service Desk ticketing system.
It is envisioned that the current operational change procedures currently in place would continue to be used.
However, at the mutual agreement of the parties, these procedures could be updated.
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2.2.2 Enhancement Packages
Note that UNRWA’s current version of SAP is ECC 6.0 EhP 6. In the event that UNRWA elects to implement an
Enhancement Package during the course of the period of performance of this SoW, it would be a separately quoted
and managed project and considered outside of this scope of work. The Vendor should be available to perform this
task upon UNRWA’s request and produce an estimate and a plan for any EhP upgrade, within the scope of this
contract. In this process, UNRWA will not pay for the provider to create a proposal, and UNRWA is not obligated to
enter into a separate Statement of Work to implement the EhP upgrade.
2.3
Citrix Operations and Technical Support
Currently, 40% of the UNRWA SAP landscape (in terms of virtual machines) comprises a Citrix farm. While UNRWA
retains responsibility for Citrix user account administration and end-user client Citrix Receiver installation and support,
the scope of this technical management is for everything else and includes:
1. Continued infrastructure support (up through the VM/OS) on all Citrix machines per the current SLA with
UNGSC
2. Monitor the Citrix environment to ensure the Citrix Farm is running and functioning properly
3. Identify and correct any performance issues on the Citrix farm.
4. Apply Citrix and software dependent technical updates, patches, service packs, etc. when released
5. Ensure that VM/OS technical maintenance performed by UNGSC on the Citrix hosts is coordinated with the
SAP Basis support team designated by UNRWA to ensure no compatibility issues arise
6. Ensure that SAP technical maintenance performed by the SAP Basis support team is coordinated to ensure
no compatibility issues arise between SAP GUI and Citrix
7. Interact with UNRWA IT support team for AD (Active Directory) integration and accounts/user management,
Network, Printers, desktop layer integration, etc., as needed to ensure a fully functioning up-to-date
environment.
8. Issue periodic status reports on Citrix performance, issues/incidents, and remediation per other reporting
requirements of the current SLA.
2.4
Incident and Fault Management
UNRWA will require robust and cost‐effective Incident Management processes. The partner will be expected to staff
appropriately to manage incidents, and to implement a management system that ensures normal operations will be
restored as quickly as possible with the least possible impact on the business and end‐users. The partner will be
responsible for incident management activities, including:






Incident detection and recording;
Classification and initial support;
Investigation and diagnosis;
Resolution and recovery;
Incident closure; and
Incident ownership, monitoring, tracking and communication.
Some items this specifically includes are:
 SAP System Support for restoring on-line availability in the case of failure;
 Corrective actions on SAP systems for all technical defects and problems;
 Errors in service processes;
 Support and management of interventions with third parties (e.g., SAP Support, UNGSC, UNRWA staff);
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 Resolving problems related to the MS SQL Server Database;
 Restore of the system as needed (e.g., HW, SW failure) and approved;
 Responsible for the testing, failover and restore processes for Disaster Recovery.
All incidents/faults and responses shall be documented and provided to UNRWA in a report within 3 business days of
incident resolution. A summary of all incidents and final dispositions shall be included in the end of month report. For
more details, see Reporting in this section.
2.5
Reporting
UNRWA requires comprehensive reporting on all administration services outlined in this SoW.
reporting must include but is not limited to the following categories:
a)
b)
c)
d)
e)
At a high level,
System availability;
Systems performance;
Hardware capacity and utilization;
Program, interfaces and jobs errors, faults and incidents; and
Database and disks space management.
Reporting requirements fall mainly into the categories Service Management Reports and Technical Reports. Monthly
reports will be a key component of regular monthly status meetings to discuss, adjust, and plan incident management
performance. Reporting shall be provided within 3 business days at the end of each calendar month. The reporting
scope includes all instances within the UNRWA SAP landscape. The reporting topics shall include:
Reporting Topic
Copy Client
Performance and availability
monitoring
Errors and Exceptions
System Log
System Crashes
OSS Messages
Change Request Summary
SAP key request for modify
object
Applied Notes
SAP User Creation
SAP Landscape Maintenance
SAP
Detailed
Instance Report
Production
Other Operational Reports
Description
Listing of all client copies, including source, destination, and date
Snapshots of Workload Overview, Transaction Dialog, and the information
contained in Appendix 2: Performance Report Metrics.
Number and classification of events
Summary of important issues
Number of events
Summary of messages
Summary of transport requests and other changes
SSCR Registered SAP Objects
List of SAP Notes applied to the instances
List of SAP users created during the reporting period
Detailed discussions of modifications made to the SAP landscape design and
deployments made during the reporting period
 Logged users (Total and split by AS1 and AS2)
 List of total active users for the reporting period
 Workload by AS, including Dialog and Web services; average response time
over time
 Transaction Log details and summary statistics
 Web services log and statistics
 CPU usage, CPU Ready, Memory Usage, IO Latency over time
Please see additional requirements in Appendix 4 – Other Operations Reports.
3
REACH Application Management
This Task Group can be performed by a mix of onsite and offsite resources. UNRWA is seeking the lowest
cost solution that provides a strong link to UNRWA’s relevant business community.
The Contractor is solely responsible for managing the execution and operations of this Task Group, in close
coordination with the UNRWA REACH lead, the Business Process Owners, and the REACH Business Process
Operations Support team of this SoW.
3.1
Application Management Scope of Responsibilities and Terms of Service
The Contractor shall provide support for restoration of service (incidents), root cause analysis and identification of
permanent resolution (problems), implementation of permanent resolution (known errors) and analysis, design and
implementation of changes (pre-approved and changes, including support package upgrades) for the REACH
application (ECC 6.0, BW, BO, BPC, Nakisa and the Integration Hub). The Contractor shall also provide the same
support for new Modules or functionalities that could be implemented during the Period of Performance
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(implementation of new modules managed through separate projects from this SoW). Such new functionalities can be
implemented by the contractor itself, UNRWA or a third party selected by UNRWA.
This scope includes the FRICE Objects listed in Appendix 6 – FRICE Objects, as well as new FRICE objects
implemented under this Statement of Work. The list in Appendix 6 is provided as a reference for the complexity
evaluation, it is not intended to be the sole and complete scope of FRICE objects that can change before the
assignment of the contract. After the contract signature, an updated version of the FRICE object list will be made by
the contractor and utilized as reference for configuration control.
This scope also includes the maintenance of profiles and the administration of SAP roles and users in the system.
There are currently approximately 400 “active” users and a total of approximately 1,200 active and occasional users.
The Contractor shall be responsible to provide the same support to configure and maintain any and all interfaces and
interoperability between the SAP ERP 6.0 systems and the REACH Integration Hub. This may include correction of
all production problems that require application code and/or configuration correction and/or mapping correction on the
components of the REACH platform.
The Contractor shall be responsible for services associated with:
 Development and maintenance of new/updated UNRWA-specific reports and queries;
 Supporting UNRWA with new/updated queries and reports
The Contractor shall be responsible for third-level Application support. (UNRWA will be responsible for first and
second levels support of the application, with the Contractor providing a support interface between Levels 2 and 3 as
previously described).
The Contractor shall maintain information for each service request, including but not limited to, problem description,
start and end dates/times, actual root cause(s), corrective action taken and future action required.
The Contractor shall provide periodic (at first weekly, then upon service stabilization monthly, or in case of
performance issues, upon request) status reporting including, but not limited to, activities analysis, actual team usage,
average cycle time, quality issues and improvement recommendations. The format of the monthly report will be
agreed within 1 month after the signature of the contract.
The Contractor services shall be provided and staffed based on UNRWA working hours; see Appendix 1 –Support
Coverage.
The Contractor shall provide a problem escalation process to ensure urgent problems (especially) and all items
including changes (including lower priority ones) are resolved according to Service Level Agreement (SLA, see
Appendix 3 –Severity Matrix and Response Times). The escalation process should be documented and activated
within 30 days from the contract signature.
The Contractor shall ensure that all software and configuration modifications and upgrades are deployed using
UNRWA Information Management Division change, release and configuration management procedures. UNRWA is
open to evaluating and potentially adopting, in whole or in part, methodologies proposed by the Contractor. The
contractor should document the proposed methodology in their proposal to the present tender.
The Contractor shall perform application modification and upgrade activities as part of their services or assigned by
UNRWA onsite or offsite, as mutually agreed by the parties.
The Contractor shall provide justifiable resource and timeframe estimates for software design, development, testing,
and deployment of all application modifications and upgrade requests within the time frame established in the SLA.
The Contractor shall begin and end each application modification and upgrade effort within the timeframe established
in the SLA.
The Contractor shall maintain source code version and release of software versions in accordance with UNRWA’s
configuration management standards during the life of the contract and the warranty period.
The Contractor shall provide and maintain coding standards and quality control to ensure coding readability,
performance, and sustainability.
The Contractor shall provide analysis and effort estimation when required for the implementation of large
functionalities or new projects that UNRWA could decide to implement in its REACH environment.
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3.2
Application Management Service
Within the defined scope of responsibilities, the Application Management Service (AMS) is meant to ensure the proper
functioning and continued business alignment/growth of the REACH application, not including items already covered
under the REACH Technical Operations of this SoW.
The AMS shall be fully responsible for the following tasks, based on UNRWA authorization due to incident, problem,
known error, or maintenance, within SAP, WSO2 and SQL Server (collectively the REACH platform):
 Managing all application settings and configurations;
 Making changes to other master data, as required;
 Maintaining FRICE program code and related technical objects;
 Performing unit and system tests, with evidence, on all approved changes;
 Supporting end-user acceptance testing on all approved changes;
 Ensuring configuration management control in the system and coordinating Release Management with the
REACH Technical Operations service;
 Maintaining all related configuration and design documents related to all approved changes.
The AMS shall be provisioned to supply a baseline service for support, defect resolution, settings/configuration/master
data management, and incremental change requests; plus, separately scoped projects that apply to large effort
change requests or increasing the functional or technical footprint of REACH.
The following intervention types apply to the full functional scope defined in Appendix 5 – SAP Modules and
Components in Use.
Service
Level 3 Support
Description
Third-level support is provided to resolve an
issue if the first two support levels do not
succeed in solving a system or user incident or
problem; or if the required action is a Level 3only responsibility.
This could include
assistance in completing a function or
transaction in the system where the expertise of
an application specialist is required. If the issue
is not closed through a consultative process,
then this service transitions to the typical Level 3
Corrective Action service.
Included
Yes, in Baseline
Quantity
As needed.
Yes, in Baseline
As needed.
Corrective Action service includes: error
detection, root-cause analysis, bug-fix isolation
and repair of incidents in the Application.
Incidents include errors in the Application, which
cause it to no longer function in the manner
recorded in the functional description of the
processes and data in the Functional design or
Technical Design. It also includes SAP Note
opening, following-up resolution and testing of
SAP
Standard
break/fix
resolution.
Configuration of profiles and administration of
SAP roles and users is included in Level 3
support.
Corrective Action
Full resolution management of Incidents,
Problems, Known Errors at the application level.
Fixes in roles and profiles are part of the
corrective maintenance. It may require data
cleansing/update to restore the proper behavior
of the system and correct errors in the data
caused by the defect.
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Service
Preventative
Maintenance
Description
Keeping system configuration / master data
updated; and permanently removing known
errors from the application before the associated
problem symptoms cause application disruption.
Other actions included in this service are:
Emptying the system log, monitoring and
analyzing application dumps, identifying and
documenting wrong system usage, and anything
else needed to avoid systems issues as much
as possible.
Included
Yes, in Baseline
Quantity
As needed.
Change
Requests,
Alignment
Changes to configurations, process, queries,
reports, workflows, custom code, functionality or
rules as approved by UNRWA and take up to 1
effort day in total to complete.
Yes, in Baseline
Up to 20 per
month, across all
functional areas.
Change
Minor
Requests,
Changes to configurations, process, queries,
reports, workflows, custom code, functionality or
rules as approved by UNRWA and take less
than or equal to 10 effort days in total to
complete.
Yes, in Baseline
Up to 5 per
month, across all
functional areas.
Change
Major
Requests,
Changes to configurations, process, queries,
reports, workflows, custom code, functionality or
rules as approved by UNRWA and take more
than 10 effort days in total to complete.
No.
Delivered
through the terms of
this SoW but at
additional cost, per
change or group of
agreed changes.
Yes, in Baseline
As needed.
No.
Delivered
through the terms of
this SoW but at
additional cost.
As planned.
New
Queries
Reports
Enhancement
Packages
/
Full lifecycle implementation of queries or
reports in ECC or BO, based on UNRWAapproved functional requirements and take less
than or equal to 3 effort days in total to
complete.
Full lifecycle implementation of Enhancement
Packages, in conjunction with REACH Technical
Operations.
Up to 5 per
month, across all
functional areas.
The Contractor shall be responsible for managing the service event tracking process for all services defined within this
section. The partner can use UNRWA’s Service Desk or JIRA applications, or propose use of its own, provided that
UNRWA staff can access it free of charge and data extractions from the tools, free of charge and with a weekly
periodicity. The statistics and detailed event information shall form the bulk of information required for a monthly
service meeting with Chief, Information Management Division (CIMD) or delegate, and designated UNRWA staff.
Additionally, the Contractor shall be responsible for maintaining an online repository of all service events in progress
with projected remediation, test and production deployment dates, in order of work queue priority, so UNRWA
stakeholders can view, track, and potentially reprioritize events as business circumstances dictate. This view can be
provided using the Contractor’s system, one of the above UNRWA systems, or UNRWA’s SharePoint infrastructure. In
case no real time access is provided, a data extraction, should be produced with a frequency not shorter than weekly.
In the above service table, UNRWA has requested approximately 85 effort days per month of Change Requests. In
the event UNRWA does not consume that capacity in a given month, Contractor agrees to roll-forward unused
capacity with a three-month maximum rollover to be used to fulfill other Change Requests, up to the final three months
of the Period of Performance. In addition, Contractor agrees to allow UNRWA to substitute Change Requests, Minor
capacity for Change Requests, Major capacity as long as the total capacity requested does not exceed 85 effort days
plus any rolled-forward capacity as defined in this paragraph.
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4
REACH Business Process Operations Support
This Task Group shall be performed by onsite (Amman, Jordan) resources.
Within UNRWA’s Information Management Division (IMD), there are approximately 8 junior business analyst-type
resources that are available to support REACH operations. These staff will primarily perform roles such as Level 2
user support and be available to support the maintenance of SAP master data and some simple configurations.
UNRWA is seeking an onsite leadership team provided by the Contractor, lead by a Service Delivery Manager
(SDM), comprising Functional Domain Experts/Analysts.
4.1
Service Delivery Manager
The SDM is responsible for overall Contractor Service Delivery, including REACH Technical Operations, REACH
Application Management, and management of this onsite support team. The SDM is the main liaison between the
Contractor and the REACH Service Manager, the CIMD. The SDM shall have responsibility for:







Escalating issues to the CIMD;
Managing all monitoring, reporting, and execution activities of the Contractor;
Managing the onsite Contractor team and onsite visiting Contractor resources;
Coordinating the resolution of any Contractor resourcing issues;
Analyzing and managing the consistency of the overall REACH solution as it evolves through error resolution
and enhancements;
Ensuring that all integration matters (between SAP components and between SAP and the external systems)
are duly considered when managing the system or creating new components;
Additional tasks as described in Governance.
The SDM is therefore responsible for the overall smoothness of REACH operations, business continuity, issue closure
and solution evolution. The SDM should have demonstrated experience managing an SAP-based service operation,
preferably in organizations having similar characteristics as UNRWA. 1
4.2
Functional Domain Experts/Analysts (FDE)
These onsite team members are responsible for the solution within their areas of functional expertise. The functional
domains of UNRWA’s solution are provided in Appendix 5 – SAP Modules and Components in Use. While the
functional domains imply the need for four domain expert resources to be onsite, for cost reasons, it would be ideal if
Finance and Public Sector could be supported by a single expert for cost control reasons.
The responsibilities of these team members include:










Interfacing with business area process owners and end users to identify, define and document operational
needs and objectives, current operational procedures, problems, input and output requirements, and levels of
systems access; Defines and documents systems transactions and processes in support of processes defined
by functional unit process owners;
Identifying, in coordination with UNRWA’s Solution Architect, opportunities for improving business processes
in partnership with process owners and management through SAP modules and associated satellite and
analytics systems; Analyzing the feasibility of, and develops requirements for, new systems and
enhancements to existing systems, and ensures that the system design fits the needs of the users;
Acting as a liaison between departmental end-users and programming personnel in the analysis, design,
functional configuration, testing and maintenance of relevant SAP modules and satellite systems to ensure
optimal system performance;
Leading the team of application experts (REACH Application Management) providing the maintenance and
support services to the modules in the domain, in analysis and evaluation of existing business functions and
processes related to all processes and information management areas of those modules;
Providing support as needed to UNRWA Level 2 Support resources on matters in an attempt to limit Level 3
issues;
Performing functional configuration tasks for the relevant SAP system modules to satisfy requests from end
users for fixes, changes, and enhancements in an effort to limit Level 3 issues;
Validating issue classification;
Performing root cause analysis of problems;
Ensuring consistency of the solution architecture within the area of responsibility (domain);
Helping to formulate and provide effort estimation for business change requests;
1 Please see Annex 9 for the current UNRWA Operations Processes
38 | P a g e











Updating Functional Requirements, Specifications, Business Blueprints (BBP), ARIS process files, and
Configuration Scope Documents to ensure they remain synchronized with the solution and as an input to the
REACH Application Management service;
Requesting the transport of fixes and CRs to the Quality Environment and overseeing test cycles with the
REACH Application Management service (business analysts and technical staff) prior to end-user testing to
ensure that lower-level tests pass prior to user acceptance;
Aligning training materials, including updates to Moodle, as needed to reflect changes to the REACH solution;
Providing Train-the-Trainer services for significant changes to REACH functionality;
Providing end-user training services if needed;
Defining test cases and scripts and supporting UNRWA users in testing cycles;
Seeking sign-off of tested changes/fixes from the designated UNRWA process owner;
Providing weekly status, activity, risk and issue reports in their areas to the SDM;
Escalating to the SDM issues and risks related to his/her domain;
Providing monthly review sessions to UNRWA’s L1 and L2 teams to review tickets and changes, and how
they were remediated, with the goal of improving the technical capacity and knowledge of UNRWA’s team;
Providing other support as requested to the SDM and/or CIMD.
4.3
Service Approach
While the specific services delivered in Task Groups REACH Technical Operations and REACH Application
Management are specific and SLA-driven, the REACH Business Process Operations Support Task Group is capacitydriven and has overall responsibility for SLA achievement of the former two Task Groups.
The Service Approach for all of REACH Business Process Operations Support can be
delivered via one of two options:
 Option 1: Full Onsite Support, SDM and FDEs
 Option 2: Onsite SDM only, no FDEs
Note that either Option 1 or Option 2 must be provided by the Contractor as part of this SoW. In addition, if Option 1 is
proposed by the Contractor, UNRWA may at its sole discretion ask the Contractor to provide only Option 2 as part of
any final negotiation. In the Financial Proposal, UNRWA will request a cost for Option 2 even if the intent of the
Contractor is prepared to provide the full Option 1 range of services.
4.3.1 Option 1: Full Onsite Support, SDM and FDEs
At a minimum, a full time, onsite Service Delivery Manager is required to work from UNRWA’s Amman, Jordan
location to serve as the overall service manager of both onsite and offsite resources. When the SDM is absent from
being onsite, the SDM shall designate one of the onsite functional domain experts to be acting SDM.
In addition, at least three but not more than four Functional Domain Experts shall reside onsite for the period of
performance. When a Functional Domain Expert is not able to be onsite, the SDM shall designate a backup resource.
It is permissible for that resource to be part of the REACH Application Management team provided the delegate is
available during Amman HQ working hours, they have the required functional domain expertise on the REACH
solution, and that the capacity of the REACH Application Management team is not impacted negatively. It is
preferable that these backup resources work onsite at Amman for the duration of the Functional Domain Expert
absence, although this is not required if not necessary (necessity shall be determined by the CIMD or delegate).
Functional Domain Experts (FDE) will spend a large part of their time working with their respective UNRWA Business
Process Owners. The FDEs are expected to proactively advise, educate and support their Business Process Owners
to ensure that solution integrity is retained and that Business Process Owners understand the key solution options
available when a change to the solution is required in order to support the business. This is also the case when
Business Process Owner has ad-hoc change requests.
Absences of onsite resources should not have a duration exceeding three weeks except for Force Majeure. Onsite
resources should be working at UNRWA HQ Amman at least 10 months of the year. Nonetheless, UNRWA may
request the replacement of an onsite resource in the event that a sustained absence of more than three weeks or
exceeding more than a cumulative total of two months within a calendar year is required.
4.3.2 Option 2: Onsite SDM only, no FDEs
At a minimum, a full time, onsite Service Delivery Manager is required to work from UNRWA’s Amman, Jordan
location to serve as the overall service manager of both onsite and offsite resources. When the SDM is absent from
being onsite, for continuity purposes the SDM shall designate a member of its REACH Application Management team
to be acting SDM. During the times of extended/planned absences of 5 business days or more, this designate should
be available onsite at UNRWA’s operational location in Amman, Jordan for the duration of the absence plus any
required handover time before and/or after the absence.
39 | P a g e
In this option, the SDM would liaise primarily between the internal UNRWA Reach FDEs and the UNRWA REACH
Service Manager. While the SDM would have no direct management authority over the internal UNRWA Reach
FDEs, the SDM is nonetheless expected to lead proactively the overall service delivery and provide support to the
REACH FDEs to ensure operational metrics and the overall health of the overall REACH solution remains positive.
5
Service Management Requirements
5.1
Governance
Once any agreement is finalized, the relationship between UNRWA and the selected partner shall be determined
jointly. The Contractor is requested to provide, as part of the response to this SoW, their proposal for the governance
of this relationship and the overall engagement with URNWA.
The owner of the relationship for UNRWA will be the Chief, Information Management Division (CIMD). All matters
concerning other parties (UNRWA internal IT, UNGSC, and SAP) shall be coordinated through the CIMD or the
designate thereof.
As part of the execution of this SoW, the Contractor shall provide a Service Delivery Manager (SDM) onsite in
Amman, Jordan, for the Period of Performance, and report to the CIMD. The SDM shall provide services per the
Business Operations support stream in Appendix 1 –Support Coverage. The SDM shall be fully responsible as the
interface between UNRWA and the Contractor for the scope of all matters contracted under this SoW.
Technical Operations and Application Management matters shall be addressed to the CIMD or designate via the
SDM.
Business Process Operations Management activities shall be managed with designated UNRWA business process
owners or functional analysts within the IMD who represent their respective business process owners, and managed
by the SDM.
Contractual matters shall be managed between the Contractor and the UNRWA Head, Contractual Procurement
Section, of the Procurement and Logistics Division.
5.2
Resourcing
The Contractor shall agree to provide resourcing sufficient to:
 Meet the scale of the service delivery requirements defined in this SoW;
 Possess the required technical and functional skills to fulfill the services defined in this SoW;
 Work in the English language;
 For onsite resources, be able to reside and work onsite in Amman, Jordan during the Period of Performance;
 Maintain continuity of the team throughout the period of performance as much as is practical within the
confines of employment law;
 Work in an environment that corresponds to the values of the UN in general and UNRWA in particular.
UNRWA shall be provided the ability to interview key proposed project personnel, including but not limited to onsite
resources. This process may take place during Contractor selection (this RFP) or at contract initiation. UNRWA
reserves the right to request the replacement of any project resource due to performance or relationship issues with a
30-day calendar notice period. During that period, it is incumbent upon the Contractor to provide at least 3 qualified
and available resource candidates to fulfill the to-be vacated role for UNRWA to select jointly with the Contractor,
unless this right is waived in advance by UNRWA in writing.
Overall, the Contractor, lead by its SDM, shall be responsible for:






Assigning an appropriate number of staff with requisite skills, acceptable to UNRWA, for the tasks to be
performed;
Supplying direct supervision of the staff assigned to carry out the work as defined herein;
Providing qualified staff, acceptable to UNRWA, for relief of the assigned staff in the event of vacation, illness,
personal business or any other absence of the assigned staff;
Making proper resource arrangement to ensure support continuity during holiday seasons;
Providing for all resources, processes, methodologies and tools to effect an efficient transition within an
agreed upon timeframe;
Providing the staff assigned with procedures for escalating issues that cannot be solved on-site and providing
for the support of these individuals where such support is required to ensure prompt resolution.
40 | P a g e
5.3
Tracking, Reporting and Status Meetings
The Contractor shall maintain a rolling plan of activities with a one-month time horizon that will be updated on an
event-update-driven basis and shared and agreed to with UNRWA.
Standard service reporting across all services shall take place at the end of each calendar month. The reports are
due within three business days if the close of the month. Within 5 business days of the close of the month (unless
otherwise mutually agreed), the monthly status meeting shall take place between the CIMD, SDM, and required
attendees from UNRWA and the Contractor.
A weekly status meeting shall take place between CIMD and the SDM. The focus of this status meeting is to discuss
a summary of the week’s issues, with an emphasis on service exceptions, critical issues, and practical matters.
Other meetings (incident response, problem analysis, activity planning, etc.) may be called by either party as required.
5.4
Knowledge Transfer
The Contractor shall agree to perform comprehensive Knowledge Transfer (KT) to a succeeding third party and/or
UNRWA staff or consultants in the event one or more services of this SoW expire or are terminated, to be completed
no later than one month prior to contract end. KT shall cover the services provided by the respective team(s) and
targeted to the requisite technical or functional levels. KT sessions shall be segmented by Service as well as
functional area (as applicable). KT sessions shall be of sufficient content, quality and duration as to successfully
communicate the current state of the REACH platform to professionals of requisite knowledge and skills to provide the
designated services.
6
Service Logistics
6.1
Onsite Living
For the dedicated onsite resources proposed (for REACH Business Process Operations Support and optionally
REACH Application Management), the Contractor is solely responsible for:


The arrangement for and cost of all living accommodations, including as necessary flights between a team
member’s home country and Amman, Jordan;
The acquisition of any required work/living permits and visas for Amman, Jordan.
These costs should be priced directly in the relevant services to UNRWA.
UNRWA will assist the Contractor with letters and other documentation, if required, to attest that the personnel are
required to work onsite at UNRWA premises for the Period of Performance.
6.2
Travel
6.2.1 Onsite Resources
If Contractor onsite resources are requested to travel from Amman, Jordan to one of UNRWA’s Field offices in support
of service delivery, UNRWA will make all required travel arrangements. UNRWA will either pay for or provide
transportation, and provide the relevant Travel Subsistence Allowance (TSA) to the traveler in advance, which covers
lodging, food and incidentals. In the event TSA cannot be provided in advance or UNRWA cannot book and pay for
travel directly, costs will be reimbursed at (1) cost for transportation and (2) in the daily TSA rate depending on travel
destinations.
6.2.2 Offsite Resources
If UNRWA specifically requests an offsite resource to travel to Amman, Jordan or another location, UNRWA will pay
for travel similar to the modality of Onsite Resources as in the previous paragraph.
In the event the Contractor deems it necessary to bring additional resources onsite in Amman, Jordan or another
location in order to deliver the contracted services, the Contractor shall be solely responsible for those costs.
6.3
Computers
6.3.1 Onsite Resources
UNRWA will, at the request of the Contractor, provide a standard UNRWA laptop to each onsite resource. Each
laptop shall contain Microsoft Office and other client tools required to perform their respective duties on UNRWA’s
REACH Platform. The laptop will also be configured to have access to the required SAP and other environments.
41 | P a g e
UNRWA will also, at the request of the Contractor, provide a standard UNRWA smartphone to each onsite resource.
The smartphone is to be used for local calls and business use only. Any other usage will be billed directly to the team
member and/or held back from service payments.
The Contractor is responsible for the well-being and return of the laptops and phones to UNRWA at the end of the
Period of Performance, otherwise charges may be assessed.
6.4
Access to UNRWA’s Hosting Environment
UNRWA will provide access to all of its REACH environments as needed for all services in this SoW to be executed
by the Contractor. This shall include:


Access for onsite resources whether they use UNRWA-provided computers or their own;
Site-to-Site VPN access between the Contractor’s service-providing location(s) – up to two Contractor sites
shall be set up to have access to the site in Brindisi (Development, QA, and Disaster Recovery) and Valencia
(Primary Production).
7
Appendix 1 –Support Coverage
UNRWA’s Fields operate Sunday-Friday, 07:30 – 18:00 Amman time. Amman HQ operates Sunday – Thursday,
07:30 – 17:00 Amman time. In addition, some REACH usage may occur on Saturdays, especially if an emergency
operation is underway.
As such, the following level of coverage is anticipated:
Service Area
REACH Technical Operations
REACH Application Management
REACH
Business
Process
Operations Support
Standard Support
24x7x365
09:00 – 18:00 Sunday – Thursday
09:00 – 18:00 Sunday – Thursday
Amman Time
Exceptions
None
UNRWA Amman HQ Holidays
UNRWA Amman HQ Holidays.
Offsite
backup
staff
coverage
required for onsite staff vacation time.
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Appendix 2: Performance Report Metrics
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8
Appendix 3 –Severity Matrix and Response Times
Business days are defined Sunday-Friday.
Severity
Possible
Impact
Critical
High
Medium
Low
Loss
of
critical
business
functionality
and
no
work-around
is available
Loss
of
critical
business
functionality
and
workaround
is
available
Loss of noncritical
business
functionality
and
no
work-around
is available
Loss of noncritical
business
functionality
and
workaround
is
available
Examples
SAP System Stopped / Multiple users are unable
to transact business
Preapproved
Changes and
Incidents
Implemented/
service
restored
within
1
business day.
Significant performance degradation on the SAP
System; Some Components are down; Some
functions are not working; Multiple users are
impacted; Single User unable to transact
business
Implemented/
service
restored
within
2
business
days.
Business continues but single or multiple users of
SAP inconvenienced; Significant performance
degradation; Single file did not get through the
interface
Implemented/
service
restored
within
4
business
days.
Appropriate SAP related calls with no impact on
business, but represent a cosmetic modification
or information request. User question on how to
proceed
Implemented/
service
restored
within
7
business
days.
Problems
Root cause identified
within 1 business day.
Permanent resolution
implemented within 1
business day of root
cause identification.
Root cause identified
within
2
business
days.
Permanent resolution
implemented within 2
business days of root
cause identification.
Root cause identified
within
3
business
days.
Permanent resolution
implemented
within
5business days of root
cause identification.
Root cause identified
within 10 business
days.
Permanent resolution
implemented within 10
business days of root
cause identification.
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9
Appendix 4 – Other Operations Reports
This section details the ongoing, period reports required to be provided by the partner to UNRWA as well as
exception- or task-based reports. UNRWA will designate points of contact to whom to deliver these reports – either
for email delivery or for UNRWA access to the partner reporting system.
Reporting and
Monitoring Service
Operational Availability
SAP Instance Availability
System
performance:
overview and history
Hardware
capacity:
overview and history
Infrastructure Capacity
Network Report
Program errors: overview
and history
Database
space
management:
overview
and history
Infrastructure
Support
Calls
Change Control Statistics
User Metrics
Technical Support Line
Call Analysis
Outage/Performance
Degradation Incident Alert
Outage/Performance
Degradation
Incident
Analysis
Reporting Requirement
Type
This report shall include details of all systems uptime and
availability for previous month. UNRWA requires the ability to
review methodology utilized to get the statistics delivered with
this report. Per instance, excluding scheduled downtime and
other ‘approved’ downtimes
System availability per UNRWA application and instance.
This report shall include details of all systems uptime and
availability for previous month. UNRWA requires the ability to
review methodology utilized to get the statistics delivered with
this report.
This report shall include details of response times for key
systems (Production systems) and selected business
processes or transactions for previous month. Relevant
processes / transactions will be agreed upon at the outset of
this engagement.
This report shall include daily details of all server and storage
uptime, utilization (Average and peak CPU, memory and disk
usage), and availability for previous month. UNRWA requires
the ability to review methodology utilized to get the statistics
delivered in this report.
Infrastructure capacity information, growth rates – (What
percentage of the deployed server / storage infrastructure is
utilized allowing the UN to plan for future
Network utilization, including average and peak external
bandwidth usage.
This report shall include details of short dumps and important
system messages, for Production systems.
UNRWA requires a weekly report delivered to the UNRWA
technical lead. This report will include details of tablespace
and table growth rates, for Production systems.
Call description and time needed to resolve, segmented by
problem type and location with analysis of trends, root cause
analysis and recommendations for actions to prevent problem
recurrence
To include full details on all change events and final
dispositions, including number of transports
Number of unique active users (daily and my month), daily
concurrency statistics (average and maximum), other usage
statistics as available
Turn‐around time of (1) first response and (2) resolutions on
calls to the technical support line. Details and monthly
statistical summary.
Initiated by the partner for each occurrence of an unplanned
system outage or performance degradation, for all instances
and both the Production and DR locations. This Alert shall
provide as much possible as is available within the required
response time.
Related to each Outage/Performance Degradation Incident
Alert, and used to close out each Incident. Provides a
detailed analysis of why the incident occurred and the
measures that will be instituted to mitigate incident risks in the
future (as applicable).
Monthly
Service
Response
Time/SLA
99.9%
Monthly
99%
Monthly
N/A
Monthly
N/A
Monthly
N/A
Monthly
N/A
Weekly
N/A
Weekly
N/A
Monthly
Call closure
as per Annex
3 parameters
Monthly
N/A
Monthly
N/A
Monthly
Call closure
as per Annex
3 parameters
1 day from
Incident
Ad-hoc
Ad-hoc
5 days from
Incident
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Reporting and
Monitoring Service
Reporting Requirement
System
Maintenance
Work Order
Details the results of any maintenance work order conducted
from VM Hypervisor through SAP BASIS. The goal is to
develop a comprehensive record of all patches and major
service or enhancement packs applied to all elements of the
infrastructure.
Details the steps taken and logs the results of each test step
for Failover testing. This report shall also include metrics
covering the timing of test plan execution and validation that
end users can access the DR site once activated.
Failover Test Results
Type
Ad-hoc
Service
Response
Time/SLA
2 days from
completion of
Maintenance
Work Order
Annually
5 days
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10
Appendix 5 – SAP Modules and Components in Use
Functional Domain
Finance
Public Sector Management
Supply Chain Management
Human Resources
Planning
Reporting
Integration Hub
SAP Module/Sub-module
Financial Accounting
Asset Accounting
Treasury
Grants Management
Funds Management
Controlling
Project System
Materials Management
SD/Shipping - Transportation
Inventory Management
Warehouse Management
Personnel Administration
Benefits Management
Payroll (NPO)
Time Management
EVE module
Fund planning in BPC
BI/BO reporting
WSO2
Talend (designer only)
MS SQL Server 2012
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11 Appendix 6 – FRICE Objects
These are the FRICE (Custom Forms, Enhancements, Interfaces, Data Conversions, and Enhancement
customizations) that form the REACH SAP solution. Note that all FRICE objects of type “Conversion” and FRICE ID
MF-I-04 do not require maintenance as they are no longer operational.
Artifact ID
FRICE ID
Type
artf2763876
artf2763875
artf2763874
artf2798024
artf2763881
artf2798027
artf2763879
artf2798031
artf2763877
artf2951188
artf2763882
artf3746209
artf2763891
artf2763892
artf2438468
artf2438469
artf2438470
artf2438471
artf2438472
artf3221164
artf2438473
artf3553877
artf2438476
artf2764578
artf3344281
EF-C-01
EF-C-02
EF-C-03
EF-C-05
EF-C-07
EF-C-11
EF-C-13
EF-C-15
EF-C-17
EF-C-18
EF-C-19
EF-C-20
EF-C-23
EF-C-24
EF-E-01
EF-E-02
EF-E-03
EF-E-05
EF-E-06
EF-E-06a
EF-E-07
EF-E-07a
EF-E-11
EF-E-29
EF-E-29a
Conversion
Conversion
Conversion
Conversion
Conversion
Conversion
Conversion
Conversion
Conversion
Conversion
Conversion
Conversion
Conversion
Conversion
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
artf3594537
EF-E-30
Enhancement
artf2896385
artf3028551
artf3028543
artf3309545
artf3309549
artf3502271
EF-E-30
EF-E-32
EF-E-33
EF-E-34
EF-E-35
EF-E-36
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
artf3507529
artf3554330
artf3554345
EF-E-37
EF-E-39
EF-E-40
Enhancement
Enhancement
Enhancement
artf3613544
artf3623879
artf3709983
EF-E-41
EF-E-42
EF-E-43
Enhancement
Enhancement
Enhancement
artf3840370
artf3184362
artf3184363
artf3184364
EF-E-44
FIN-R-01
FIN-R-02
FIN-R-03
Enhancement
Report
Report
Report
artf3184365
artf3184366
artf3184367
artf3184369
artf3184370
artf3184371
artf3184372
FIN-R-04
FIN-R-05
FIN-R-06
FIN-R-23
FIN-R-25
FIN-R-26
FIN-R-27
Report
Report
Report
Report
Report
Report
Report
Title
EF-C-01 Sponsor for Donor Master Data
EF-C-02 Sponsor for Contact Person
EF-C-03 Grant for External Fund Process
EF-C-05 Sponsored Programme Master Data
EF-C-07 Fund master data
EF-C-11 Funded Program Master Data
EF-C-13 Functional Area Master data
EF-C-15 Commitment Item Master Data
EF-C-17 WBS/WBE
EF-C-18 Milestones
EF-C-19 Cost centre Master data
EF-C-20 WBS/WBE for BPC
EF-C-23 Agreement recording
EF-C-24 FM budget breakdown for the external Fund process
Default values from Sponsor to Grant MD
BDT fields for Business Partner Sponsor and Contact
Donor status validation routine
Events triggered routines for Sponsor MD
BDT fields for Grant
EF-E-06a Additional Fields for the Grant Master Data
BDT events triggered routines for Grant MD
SAP-1059 Grant Master Data validation for PSC Waiver
Field for grant notification alert
EF-E-29 Custom Fields at WBS and WBE level
EF-E-29a - New Custom Field to be added to WBS Master
Data
External Budget Consumption (is also included in firce object
tracker)
External Budget Consumption
EF-E-32 PSC Inclusive\ Exclusive manner
EF-E-33 GM Exchange Rate - inverse formula
EF-E-34 - Investment WBE management
EF-E-35 Custom checks on WBE account assignment
EF-E-36 CR SAP-10 Advance Contribution exchange rate
difference adjustment
SAP-1076 Transfer between Funded Programs check
SAP-1077 Check transfer between CAPEX/OPEX/Statistical
SAP-974 GMCH allows only change between commitment
item and funded Programme after the allotment
EF-E-41 - Grant coding
SAP-0246 - Validation on Resp cost center in the WBS
SAP-1059 - Item 230 - PSC waiver must be controlled with
responsibilities assigned to Finance Department
EF-E-44 - Fund Reservation
Financial Performance Report- by Resources
Financial Performance Report-Programme based
Financial Performance Report- Human Development Goals
based
Capital Expenditure-By Resources
Capital Expenditure-Programme based
Capital Expenditure - Human Developments Goals based
Daily Cash Book
Cash Flow Balance Transaction wise
Fund Group wise Cash Balance
Cash outflow report
51 | P a g e
Artifact ID
FRICE ID
Type
artf3184375
artf3184376
artf3184377
artf3184378
artf3184380
FIN-R-30
FIN-R-31
FIN-R-32
FIN-R-33
FIN-R-40
Report
Report
Report
Report
Report
artf3184381
artf3184382
FIN-R-41
FIN-R-42
Report
Report
artf3534433
artf3534440
artf3827559
artf2763878
artf2763880
artf3462587
artf2763894
artf3594546
FIN-R-43
FIN-R-44
HCM-I-01
IF-C-01
IF-C-03
IF-C-04
IF-C-05
IF-E-04
Report
Report
Interface
Conversion
Conversion
Conversion
Conversion
Enhancement
artf2896389
artf3594552
IF-E-05
Enhancement
Enhancement
artf2896394
artf3153500
IF-E-06
Enhancement
Enhancement
artf3554320
artf2759641
artf2763872
artf2763887
artf2765470
artf3528806
IF-E-07
IF-I-06
MA-C-01
MA-C-02
MA-E-02
MA-E-03
Enhancement
Interface
Conversion
Conversion
Enhancement
Enhancement
artf3016829
artf2763869
artf2763870
artf2763871
artf2763883
artf2763884
artf2763886
artf2763885
artf2438446
artf2438447
artf2438448
artf3772038
artf2438449
artf3703471
artf2765479
artf3534453
MA-I-02
MF-C-01
MF-C-02
MF-C-03
MF-C-05
MF-C-06
MF-C-07
MF-C-08
MF-E-01
MF-E-03
MF-E-04
MF-E-07
MF-E-14
MF-E-14A
MF-E-15
MF-E-15a
Interface
Enhancement
Conversion
Conversion
Conversion
Conversion
Conversion
Conversion
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
artf2765481
MF-E-18
Enhancement
artf2765488
MF-E-19
Enhancement
artf3534436
MF-E-20
Enhancement
artf3560038
artf3561153
artf3772708
MF-E-24
MF-E-25
MF-E-26
Enhancement
Enhancement
Enhancement
artf2952155
artf2952162
MF-F-01
MF-F-02
Form
Form
Title
Banks Balances
Bank Daily Balances
Asset Schedule for Tangible Assets
Asset Schedule for Intangible Assets
Segment Reporting by Human Development Goals Expenses
Segment Reporting by Programme - Expenses
Segment Reporting by Geographical Location (Financial
Performance)
Report for Audit
Report for Parked Document
HCM-I-01 - HR Staff Master Interface
IF-C-01 Grant for Internal Fund Process
IF-C-03 Fund Master data
IF-C-04 Fund Master data MD
IF-C-05 General Fund Budget documents
Internal Budget Version Comparison (it is also included in the
FRICE object tracker)
Internal Budget Version Comparison
Internal Budget Consumption (already included in frice object
tracker)
Internal Budget Consumption
IF-E-06 - Fund Management Master Data - Envelope custom
field
SAP-390 "Manage to" Budget Validation
Upload the budget preparation data from the excel file
MA-C-01 Asset Master Data
MA-C-02 Asset Values
Asset transfer to GF000
Defect SAP-2930 Subsequent WBS entered in the additional
interval of the Time-Dependent tab of the Asset Master Data
MA-I-02 - Fixed Asset main information (Barcoding)
MF-C-01 G/L Accounts Master Data
MF-C-02 Vendor master data (FIN)
MF-C-03 Non donor/Customer master data
MF-C-05 G/L balances
MF-C-06 G/L open items
MF-C-07 Vendor Open Items
MF-C-08 Donor/non Donor Open Items
X-Rate Autom Upload E-mail Notification
Validation for DPR_DP Vs PO line item
Validation for PO
MF-E-07 - Duplication of postings from UNRWA to PF
PSC calculation program like in RAMCO
Administrative Costs
Interest Rate calculation
MF-E-15a Specific to calculate the Administrative cost per
MD and PF
MF-E-18 Business area derivation from purchasing
organization
MF-E-19 Automatic reconciliation account and Cash mgmnt
group (vendor master data)
SAP-1093/SAP-233 Display and selection of the parked and
post documents
Custom program to replicate the HR postings on PF
Business area authority check on automatic payments
MF-E-26 Business Area substitution in FB01, FB60, FV60,
FV70, FB70, FB65, FV65, FV75, FB75
MF- F- 01Vendor account statement
MF - F - 02Customer Invoice/ Debit note and parked
52 | P a g e
Artifact ID
artf2952164
artf2439969
artf2439970
artf3557078
artf3557083
artf3557092
artf3557094
artf3557108
artf3557110
artf3557114
artf3557122
artf3557125
artf3557127
artf3557131
artf3703879
artf3703886
artf4093828
artf2765494
artf2765499
artf3016668
artf3016825
artf3016054
artf3594518
FRICE ID
MF-F-03
MF-F-05
MF-F-06
MF-F-07
MF-F-08
MF-F-09
MF-F-10
MF-F-13
MF-F-14
MF-F-15
MF-F-16
MF-F-17
MF-F-18
MF-F-19
MF-F-20
MF-F-21
MF-F-22
MF-I-01
MF-I-02
MF-I-03
MF-I-03a
MF-I-04
MF-R-01
Type
Form
Form
Form
Form
Form
Form
Form
Form
Form
Form
Form
Form
Form
Form
Form
Form
Form
Interface
Interface
Interface
Interface
Interface
Report
artf3594524
Report
artf2439973
Report
artf3594788
MF-R-02
Report
artf3594530
Report
artf2439974
Report
artf3594799
MF-R-03
Report
artf2439975
artf3184379
artf2438453
artf2438454
artf2797943
artf2888027
artf3184373
artf2438457
artf2438458
artf2438459
artf3633393
artf2765580
artf2765582
artf3030827
artf2763873
artf3059130
artf3010050
artf2763890
artf3402862
artf2438460
MF-R-04
MT-E-01
MT-E-02
MT-E-04
MT-F-01
MT-R-05
OT-E-01
OT-E-02
OT-E-04
OT-E-07
OT-F-02
OT-F-03
PM-C-01
PM-C-02
PM-C-03
PM-C-04
PM-C-07
PM-C-09
PM-E-02
Report
Report
Enhancement
Enhancement
Enhancement
Form
Report
Enhancement
Enhancement
Enhancement
Enhancement
Form
Form
Conversion
Conversion
Conversion
Conversion
Conversion
Conversion
Enhancement
artf2438461
artf2792036
PM-E-03
PM-E-04
Enhancement
Enhancement
Title
documents
MF-F-03 Customer account statement
Payment Advice
Payment Summary
SAP-1352 - Cheque layout UNRWA I Layout
SAP-1352 - Cheque layout UNRWA II Layout
SAP-5096 - Cheque layout UNRWA III Layout
SAP-1352 - Cheque layout UNRWA IV Layout
SAP-1352 - Cheque layout UNRWA VII Layout
SAP-1352 - Cheque layout UNRWA VIII Layout
SAP-1352 - Cheque layout UNRWA IX Layout
SAP-1352 - Cheque layout MD I Layout
SAP-1352 - Cheque layout MD II Layout
SAP-1352 - Cheque layout MD III Layout
SAP-1352 - Cheque layout MD IV Layout
SAP-5162 - Cheque layout UNRWA X Layout
SAP-5162 - Cheque layout UNRWA XI Layout
MF-F-22 SAP-7068 Cheque layout UNRWA XII Layout
Automatic Upload Exchange Rate UN Site
Payment Media generation calling programme DME File
MF-I-03 - Microfinance transaction summaries
MF-I-03a- Cost revenues per branches
MF-I-04 Interface Ramco HR Payroll SAP
Statement 1: B/S (it is also included in the FRICE object
tracker)
Segment Reporting BY Fund – FINANCIAL POSITION (it is
also included in the FRICE object tracker)
MF-R-01 a) Statement 1: B/S - b)Segment Reporting BY
Fund – FINANCIAL POSITION
Statement 2: P&L (it is also included in the FRICE object
tracker)
Segment Reporting By Fund – FINANCIAL EXPENSES (it
is also included in the FRICE object tracker)
MF-R-02 a) Statement 2: P&L - b) Segment Reporting By
Fund – FINANCIAL EXPENSES
Financial statement 3: Statement of net equity ( it is also
included in the FRICE object tracker)
Financial statement 3: Statement of net equity
Statement 4: Cash Flow
PC Journal substitution for Business Area
Validation for Business Area mandatory in FBCJ
MT-E-04 Bank Statement-GL Account Comparison
Cash Receipt Form
Summary Cash Balance
OT-E-01 Custom Fields in STO
OT-E-02 Mandatory custom fields in the STO
OT-E-04 Authorization check on WBS in Sales Order creation
SAP-0234 - Message in STO
OT-F-02 Load Note
OT-F-03 Stores Demand Note
PM-C-01 Vendor master data (SCM) --> Refer to MF-C-02
PM-C-02 Material Master data (inventory and non inventory)
PM-C-03 Customer master data
PM-C-04 Purchase Requisition
PM-C-07 Purchase Order
PM-C-09 Service Master Data
PM-E-02 Block short text and purchase order text for
inventory items.
PM-E-03 PR custom fields
PM-E-04 Release strategies
53 | P a g e
Artifact ID
FRICE ID
Type
artf2438462
artf2438463
artf2438464
artf2438466
artf2765604
artf3343444
PM-E-09
PM-E-10
PM-E-11
PM-E-13
PM-E-17
PM-E-17a
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
artf2765608
artf3556492
PM-E-18
PM-E-21
Enhancement
Enhancement
artf3607879
artf3687258
artf3687273
artf3687291
artf3858880
PM-E-23
PM-E-24
PM-E-25
PM-E-27
PM-E-28
Enhancement
Enhancement
Enhancement
Enhancement
Enhancement
artf2439971
artf2439972
artf3184383
artf3184384
artf3184385
artf3184386
PM-F-01
PM-F-03
PSM-R-01
PSM-R-02
PSM-R-03
PSM-R-04
Form
Form
Report
Report
Report
Report
artf3184387
PSM-R-05
Report
artf3184388
artf3184389
artf3184390
artf3184391
artf3184392
artf3184393
artf3184395
PSM-R-06
PSM-R-07
PSM-R-08
PSM-R-09
PSM-R-15
PSM-R-22
PSM-R-25a
Report
Report
Report
Report
Report
Report
Report
artf3184396
PSM-R-25b
Report
artf3184397
artf3184398
artf2763888
artf2763889
PSM-R-26
PSM-R-27
WM-C-01
WM-C-02
Report
Report
Conversion
Conversion
Title
PM-E-09 Rate contract
PM-E-10 MPO custom control on PO total value
PM-E-11 Construction PO: starting date at item level
PM-E-13 Multiple Plants in purchase order
PM-E-17 Price replication in all items of RFQ
PM-E-17a - New functionality on PO Creation from
consolidated RFQ
PM-E-18 Price replication in all items of PO from PR
SAP-1251 - Item 121 Default quantity in PR's and Po's
referring to Asset
PM-E-23 - Price derivation in PR
SAP-0917 PO value change threshold
SAP-0894 Changes to PR by Procurement
PM-E-27 SAP-0911 Selection of WBE for PO
SAP-4403 - Segregation by WBS in create, change and
release PO
PM-F-01 RFQ printouts (three different printouts)
PM-F-03 PO Printouts
Project Donor Report – USD format (UNSAS VIEW)
Project Donor Report – EUR format (UNSAS VIEW)
Grant tracking report
Financial Performance Report – Project funds –
Resources
Financial Performance Report – Project funds –
Programme
Financial Performance Report – Project funds – HDG
Financial Performance Report – Period wise – Resources
Financial Performance Report – Period wise - Programme
Financial Performance Report – Period wise - HDG
Contribution ledger
End of year forecast
Nahr Barid Camp Reconstruction Project – Contribution
and Consumption Report
Nahr Barid Camp Reconstruction Project – Operative
Report
Emergency Appeal Report
Projects Monitoring Report
WM-C-01 Detailed Stock quantities
WM-C-02 Stock quantity detailed by bin
54 | P a g e
ANNEX E
TECHNICAL EVALUATION CRITERIA
1. Eligibility Check (Mandatory Requirement)***
a. Has three (3) references (with Name, Title, Organization, Phone and Email) that UNRWA is permitted to
contact. Each reference account must be for:
i)
ii)
SAP ECC 6.0 application management
Public Sector using IPSAS and Fund Management
b. Provide a certification as SAP implementation partner (reseller certifications will not be considered)
c. A demonstrable revenue for similar activities (i.e. Service or project for SAP applications), for the last 3
years equal to or around US$ 11.5 million
d. Vendor is registered in UNGM at least at Level 1
e. Has a valid trade license from country of business registration
f. Not on any UN Sanctions List
***Only proposals meeting the above mandatory requirements will have their technical proposal evaluated.
2. Technical Proposal
The technical proposal accounts for 800 points. The evaluation committee shall evaluate the Technical Proposals on
the basis of their responsiveness to UNRWA’s Terms of Reference (TOR) applying the evaluation criteria, sub-criteria,
and point system specified. Each responsive Proposal will be given a technical score (St). A Proposal shall be
rejected at this stage if it fails to achieve the minimum technical score of 560 points (70% of 800 points) and their
financial proposal shall remain unopened.
Proposals that have attained minimum 70% score in the technical evaluation will be considered for further financial
evaluation.
Total Technical Points
Section
800
Points
1 - Introduction
30
Scope of Services
20
Period of Performance
10
2 - REACH Technical Operations
230
General Overview
30
2.1 SAP Basis and Other Technical Component
Monitoring
2.1.1 Statement of Compliance / Excluded Activities
2.1.2 Other Activities Typically Included as Part of this
Service
2.1.3 Service Delivery Approach
Notes
0 point if unwilling to adhere to the period of
performance
30
5
5
20
2.2 SAP Basis Administration
70
2.2.1 Statement of Compliance / Excluded Activities
2.2.2 Other Activities Typically Included as Part of this
Service
2.2.3 Service Delivery Approach
10
10
50
55 | P a g e
Total Technical Points
Section
800
Points
2.3 Citrix Operations and Technical Support
20
2.3.1 Statement of Compliance / Excluded Activities
2.3.2 Other Activities Typically Included as Part of this
Service
2.3.3 Service Delivery Approach
5
10
2.4 Incident and Fault Management
50
2.4.1 Statement of Compliance / Excluded Activities
2.4.2 Other Activities Typically Included as Part of this
Service
2.4.3 Process Management Approach
5
40
2.5 Reporting
30
2.5.1 Statement of Compliance / Excluded Activities
2.5.2 Other Activities Typically Included as Part of this
Service
2.5.3 Examples of Reports
5
20
3 REACH Application Management
210
3.1 Statement of Compliance / Excluded Activities
3.2 Other Activities Typically Included as Part of this
Service
3.3 Service Delivery Approach
30
150
4 REACH Business Process Operations Support
180
4.1 Service Delivery Manager
4.2 Functional Domain Experts/Analysts (FDE)
4.2.1 Statement of Compliance / Excluded Activities
4.2.2 Other Activities Typically Included as Part of this
Service
4.2.3 Resourcing Approach
4.3 Service Approach
Notes
5
5
5
30
120
Single score, depending on whether options 1 or
2 are proposed
20
20
20
(not
scored)
5 Service Management Requirements
70
5.1 Governance
20
5.2 Resourcing
30
5.3 Tracking, Reporting and Status Meetings
10
5.4 Knowledge Transfer
10
0 point if unwilling to perform Knowledge Transfer
56 | P a g e
Total Technical Points
Section
800
Points
6 Service Logistics
40
6.1 Onsite Living
10
6.2 Travel
10
6.3 Computers
10
6.4 Access to UNRWA’s Hosting Environment
10
7 Appendix 1 –Support Coverage
40
Notes
0 if unwilling to place a service manager onsite
0 if cannot meet service windows. -10 from total
for Level 3 Mon-Fri
B) FINANCIAL EVALUATION (SF)
The Financial proposal accounts for 200 points and is evaluated based on the following formula:
Sf = 100 x Fm / F
The lowest evaluated Financial Proposal (Fm) will be given the maximum financial score (Sf) of 200 points.
Proposals will be ranked according to their combined technical (St) and financial (Sf) scores using the weights (T = the
weight given to the Technical Proposal; P = the weight given to the Financial Proposal; T + P = 1) indicated in the
Data Sheet: S = St x T% + Sf x P%, where T%= 80% and P% is 20%.
UNRWA may, at its own discretion, enter into negotiation with one or a few Bidders.
57 | P a g e
ANNEX F
KPIs FOR CONTRACT MANAGEMENT
A. Overview
1.
To provide Tier Level 3 Support to support Tier Level 2 to resolve issues as the main interface btw level
2 and 3.
2.
Collaborate on incident, problem, error, and change resolution activities.
B. Key Performance Indicators
The following KPI’s have been identified from the Statement of Work. (Sections indicted below). These are the
indicators that the CMU requires reporting on for this contract:
1. Supplier maintained the overall health and performance of REACH
2. Supplier provided maintenance, configuration, development, break-fix, test and implementation across the
full scope of REACH
3. Supplier managed all Blueprint and related documentation.
4. Supplier effectively liaised with the UNRWA REACH Application Management Team
SOW 3.1
5. Supplier was always well prepared for and has attended all quarterly performance reviews.
6. Supplier achieved all SLA Targets in Appendix 3 – Severity Matrix and Response Times
SOW 1.4
7. Supplier adequately monitored and responded to incidents or faults 24/7 7 days a week and report.
SOW2.1 and SOW 2.4. KPI 7 also includes:
• Incident detection
• Classification and initial support
• Investigation and diagnosis
• Resolution and recovery
• Incident closure
• Incident ownership, monitoring, tracking and communication
• Weekly / Monthly reporting were held
SOW 5.3
8. Supplier effectively managed Change Requests (to be developed within 3 months of operations).
SOW 2.2.1
9. Supplier provided comprehensive reports including:
• System availability
• System performance
• Hardware capacity and utilisation
• Program, interfaces and jobs errors, faults and incidents
• Database and disk space management
SOW 2.5
10. Supplier adequately conducted Application Management achieving the following KPI's:
a) Supplier adequately maintained user profiles and administered SAP roles and users in the system
b) Supplier developed and maintained new/updated UNRWA specific reports and queries
c) Supplier supported UNRWA with new/updated queries and reports
d) Supplier adequately maintained information for each service request, including but not limited to,
problem description, start and end/dates/times, actual root cause(s), corrective actions taken and
future action required
e) Supplier provided a problem escalation service
58 | P a g e
f)
Supplier deployed all configuration mods and upgrades using UNRWA's IMD change, release and
configuration management procedures
g) Supplier provided justifiable resource and timeframe estimates for CRs, mods, upgrades, and testing
h) Supplier maintained coding standards and QC
SOW 3.1
11. The supplier conducted Knowledge Transfer to UNRWA staff no later than one month prior to end of
contract
C. UNRWA KPI’s
The following KPI’s are required to be maintained by UNRWA and are expected to be reported to the Contract
Management Unit (CMU) as well:
SOW 5.4
1. UNRWA did communicate its intention to extend contract 6 months before expiration.
SOW 1.4
2. UNRWA provided a functional ticketing system for all service requests and incident management
SOW 2
3. UNRWA provided access to SAP support Account as required
SOW 2
4. UNRWA provided a technical POC at UNRWA's hosting provider UNGSC
59 | P a g e
ANNEX G
LETTER OF INTRODUCTION
[Letterhead of bidder, including full postal address, telephone no. and fax no.]
Date: [insert date]
To:
THE UNITED NATIONS RELIEF AND WORKS AGENCY
FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA)
Attention: Chief Procurement and Logistics Division
UNRWA Headquarters, Amman
Industrial Street
Bayader Wadi El-Seer
Amman 11814
Jordan
Subject: RFP# PLD/CPS/MO/SAP-TAM/2015-SAP Technical and Application Management
Dear Sir / Madam,
Being duly authorized to represent and act on behalf of [insert name of bidder] (hereinafter “the bidder”), in
accordance with the attached power of attorney (or equivalent document), and having reviewed and fully understood
the requirements of the RFP, the undersigned hereby offer our best bid for this contract, in accordance with the terms
and conditions of the RFP, our bid being valid until [insert date of offer expiration – please note Section 5 of Annex A
to this RFP].
We confirm our understanding and agreement that the terms set forth in this RFP, including the General Conditions of
Contract (Annex B to RFP), the Statement of Work/ Project Description of Work/Specifications (Annexe D to RFP) and
any special conditions set forth herein will form part of any contract should UNRWA accept our proposal.
We confirm our understanding, agreement and compliance with all the terms and conditions set forth in the RFP,
including without limitation Sections 10, 11, 12, 13 and 14 of the Instructions to Bidders (Annex A to RFP).
UNRWA and its authorized representatives are hereby authorized to conduct any inquiries or investigations to verify
the statements, documents and information submitted in connection with this proposal, and to seek clarification from
any authority, bankers and clients regarding any financial and technical aspects of the proposal. This letter of
introduction will also serve as an authorization for UNRWA to approach any individual or institution referred to in the
supporting information, to provide such information deemed necessary by UNRWA to verify the statements and
information provided in this bid, or with regard to our resources, experience and competence.
Name:
Title of Authorized Representative:
Signature:
Company Name and Address:
Telephone No:
Email address:
NOTE: Please attach power of attorney or equivalent document evidencing authority of above signatory to sign the
proposal and represent the bidder.
60 | P a g e
ANNEX H
FINANCIAL PROPOSAL FORMAT
The format must include specific expenditures.
[Date]
To:
THE UNITED NATIONS RELIEF AND WORKS AGENCY
FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA)
Attention: Chief Procurement and Logistics Division
UNRWA Headquarters, Amman
Industrial Street
Bayader Wadi El-Seer
Amman 11814
Jordan
Ladies/Gentlemen:
We, the undersigned, offer for the provision of technical and application management services for
UNRWA’s REACH application.
In accordance with your Request for Proposal RFP# PLD/CPS/MO/SAP-TAM/2015-SAP Technical
and Application Management. Our attached Financial Proposal is for the sum of [Amount in words
and figures].
Our Financial Proposal shall be binding upon us subject to the modifications resulting from
contract negotiations, up to expiration of the validity period of the Proposal, i.e., [insert date]. (Please
note Section 5 of Annex A to this RFP.)
We understand you are not bound to accept any Proposal you receive.
Yours sincerely,
Authorized Signature:
Name and Title of Signatory:
Name of Firm:
Address:
ANNEX I
UNITED NATIONS GLOBAL COMPACT AND SUPPLIER CODE OF CONDUCT
THE GLOBAL COMPACT
Corporate Citizenship in the World Economy
UNRWA strongly encourages all vendors to actively participate in the Global Compact. The Global
Compact is a voluntary international corporate citizenship network initiated to support the participation
of both the private sector and other social actors to advance responsible corporate citizenship and
universal social and environmental principles to meet the challenges of globalization.
EXPRESSIONS OF SUPPORT
To participate in the Global Compact a company:
1. Sends a letter from the Chief Executive Officer (and where possible, endorsed by the board) to the
Secretary-General expressing support for the Global Compact and its principles:
Secretary-General
United Nations
New York, NY 10017
2. Sets in motion changes to business operations so that the Global Compact and its principles
become part of strategy, culture and day-to-day operations;
3. Is expected to publicly advocate the Global Compact and its principles via communications vehicles
such as press releases, speeches etc.; and
4. Is expected to publish in its annual report (or similar corporate report) a description of the ways in
which it is supporting the Global Compact and its ten principles. This “Communication on Progress” is
an important tool to demonstrate implementation through public accountability.
The Global Compact offers engagement opportunities to all participants through the following:
• Dialogues: Action-oriented meetings that focus on specific issues related to corporate citizenship,
globalization and sustainable development.
• Information Sharing and Learning Events: Local information sharing and learning events whereby
participants share experiences and lessons related to Global Compact issues. Companies are also
invited to develop and share examples of good corporate practices and lessons learned on the Global
Compact website.
• Partnership Projects: The Global Compact encourages participants to engage in partnership projects
with UN agencies and civil society organizations in support of global development goals.
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THE PRINCIPLES OF THE GLOBAL COMPACT
At the World Economic Forum, Davos, on 31 January 1999, then UN Secretary-General Kofi A.
Annan challenged world business leaders to "embrace and enact" the Global Compact, both in their
individual corporate practices and by supporting appropriate public policies. The Global Compact’s
operational phase was launched at UN Headquarters in New York on 26 July 2000. During the first
Global Compact Leaders Summit, held on 24 June 2004 at UN Headquarters in New York, the
Secretary-General announced the addition of a tenth principle against corruption.
Human Rights
Principle 1: The support and respect of the protection of international human rights;
Principle 2: The refusal to participate or condone human rights abuses.
Labour
Principle 3: The support of freedom of association and the recognition of the right to collective
bargaining;
Principle 4: The abolition of compulsory labour;
Principle 5: The abolition of child labour;
Principle 6: The elimination of discrimination in employment and occupation.
Environment
Principle 7: The implementation of a precautionary and effective program to environmental
issues;
Principle 8: Initiatives that demonstrate environmental responsibility;
Principle 9: The promotion of the diffusion of environmentally friendly technologies.
Anti-Corruption
Principle 10: The promotion and adoption of initiatives to counter all forms of corruption,
including extortion and bribery.
Vendors interested in participating in the Global Compact are encouraged to visit the Global Compact
website at www.unglobalcompact.org for further information.
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UNITED NATIONS SUPPLIER CODE OF CONDUCT
UN Charter: The values enshrined in the United Nations (UN) Charter, respect for fundamental
human rights, social justice and human dignity, and respect for the equal rights of men and women,
serve as the overarching goals that suppliers to the UN are expected to achieve.
Global Compact: At the World Economic Forum, Davos, on 31 January 1999, the UN SecretaryGeneral challenged world business leaders to "embrace and enact" the Global Compact, both in their
individual corporate practices and by supporting appropriate public policies. The Global Compact’s
operational phase was launched at UN Headquarters in New York on 26 July 2000. During the first
Global Compact Leaders Summit, held on 24 June 2004 at UN Headquarters in New York, the
Secretary-General announced the addition of a tenth principle against corruption. The Global
Compact is a voluntary international corporate citizenship network initiated to support the participation
of both the private sector and other social actors to advance responsible corporate citizenship and
universal social and environmental principles to meet the challenges of globalization. The United
Nations strongly encourages all suppliers to actively participate in the Global Compact. And to that
end, this Code has been developed with recognition of the importance of the ten principles of the UN
Global Compact, and is viewed as an important means of integrating the Compact’s principles into the
operations of the UN. The Code addresses the issues included in the Compact in the areas of human
rights, labour, environment and anti-corruption and interpretation of the Code should be undertaken in
a manner consistent with the Global Compact. Suppliers interested in supporting the Global Compact
and for more information on the ten principles, can visit the Global Compact website at
www.unglobalcompact.org.
International Labor Organization (ILO) Core Labor Conventions: The Labour Conventions as
established by the tripartite UN affiliated agency, the ILO, have served as the foundation on which
much of this Code of Conduct is based. It is the UN’s expectation that any supplier providing products
or services to the UN, will adhere to the spirit of its Charter, and the core principles of the ILO
Conventions. The full text of the ILO Conventions can be accessed by accessing the ILO electronic
database.2
Continuous Improvement: The provisions as set forth in this Code of Conduct provide the minimum
standards expected of suppliers to the UN. It is the expectation of the UN that suppliers adhere to all
laws, rules and regulations, and strive to exceed both international and industry best practices. The
UN recognizes that reaching the standards established in this Code of Conduct is a dynamic rather
than static process and encourages suppliers to continually improve their workplace conditions.
Monitoring and Evaluation: The UN may conduct on-site evaluations and inspections of its
supplier’s facilities and those of their subcontractors to review their progress towards these principles.
It is the expectation of the UN that suppliers, at a minimum, have established clear goals toward
meeting the standards set forth in this Code of Conduct. The UN may monitor that milestones have
been set and management systems have been put in place to ensure that the principles set out in this
Code of Conduct have been met and failure to do so may impact the future ability of a supplier to do
business with the UN. Notwithstanding the aspirational character of the principles contained in this
Code of Conduct, UN Suppliers must understand that if they are awarded a contract with the United
Nations, the United Nations General Conditions of Contract are an essential part of UN contracts and,
therefore, legally enforceable against UN contractors.
1. Supplier Relationships: The provisions of this Code of Conduct set forth the expectations of all
suppliers with whom the UN does business. The UN expects that these principles apply to suppliers,
parent entities and subsidiary or affiliate entities, as well as all others with whom they do business
including employees, subcontractors and other third-parties. The UN expects that suppliers ensure
that this Code of Conduct is communicated to the employees and subcontractors of all suppliers, and
that it is done in the local language and in a manner that is understood by all.
2. Promoting the Principles of this Code of Conduct: The UN expects that its suppliers will
establish and maintain appropriate management systems whose scope is related to the content of this
Code of Conduct, and that they actively review, monitor and modify their management processes and
2
www.ilo.org/ilolex/english/convdisp2.htm.
Page 64 of 76
business operations to ensure they align with the principles set forth in this Code of Conduct. All
principles contained in this Code of Conduct are of equal importance independently of their order of
appearance. Supplier participants in the Global Compact are strongly encouraged to operationalize its
principles and to annually communicate their progress to stakeholders.
3. Subcontracting: The UN expects that its suppliers encourage and work with their own suppliers
and subcontractors to ensure that they also strive to meet the principles of this Code of Conduct or
equivalent set of principles.
Labour:
4. Freedom of Association and Collective Bargaining: The UN expects its suppliers to recognize
and respect the rights of employees to freely associate, organize and bargain collectively in
accordance with the laws of the countries in which they are employed, as well as core ILO
conventions Freedom of Association and Protection of the Right to Organise Convention, (C 87,
1948) and Right to Organise and Collective Bargaining Convention, (C.98-1949). The UN recognizes
the importance of open communication and direct engagement between workers and management
and suppliers are to respect the rights of workers to associate freely and communicate openly with
management regarding working conditions without fear of harassment, intimidation, penalty,
interference or reprisal.
5. Forced Labor: The UN expects its suppliers to prohibit any use of forced, bonded or indentured
labor or involuntary prison labor, and embrace employment practices consistent with ILO conventions
pertaining to forced labor: Forced Labour Convention, (c.29-1930) and Abolition of Forced Labour
Convention, (C.105-1957). All work, including overtime work, will be voluntary and workers should be
free to leave upon reasonable notice. Suppliers should also not mandate that workers hand over
government-issued identification; passports or work permits as a condition of employment.
6. Child Labor: The UN expects its suppliers, at a minimum, not to engage in any practice
inconsistent with the rights set forth in the Convention on the Rights of the Child, the ILO Minimum
Age Convention (C.138-1973) or the Prohibition and Immediate Elimination of the Worst Forms of
Child Labor Convention (C. 182-1999). The minimum admission to employment or work shall not be
less than the age of completion of compulsory schooling, normally not less than 15 years or 14 where
the local law of the country permits, deferring to the greatest age. Additionally, all young workers must
be protected from performing any work that is likely to be hazardous or to interfere with the child’s
education or that may be harmful to the child’s health, physical, mental, social, spiritual or moral
development. All suppliers should also adhere to legitimate workplace apprenticeship programs and
comply with all laws and regulations governing child labor and apprenticeship programs.
7. Discrimination: The UN does not tolerate any form of discrimination in hiring and employment
practices on the ground or race, color, religion, gender, sexual orientation, age, physical ability, health
condition, political opinion, nationality, social or ethnic origin, union membership or marital status.
Consistent with the principles espoused in ILO Conventions on Discrimination (Discrimination
(Employment and Occupation) Convention, C.111-1958) and Equal Remuneration (Equal
Remuneration Convention, C. 100-1951), the UN also discourages discrimination regarding access to
training, promotion, and rewards.
8. Working Hours: The UN expects its suppliers to comply with all applicable working hour
requirements as established by local law, and should never exceed 60 hours per week, including
overtime, except in emergency or unusual situations. Suppliers must ensure that all overtime work is
voluntary and compensated at the prevailing overtime rates. Suppliers are encouraged to ensure that
workers are provided with one day off in every seven-day week.
9. Compensation: The UN expects its suppliers to comply, at a minimum, with all wage and hour
laws and regulations, including those pertaining to minimum wages, overtime wages, piece rates,
other elements of compensation and to provide legally mandated benefits
Page 65 of 76
Human Rights:
10. Human Rights: The UN expects its suppliers to support and respect the protection of
internationally proclaimed human rights and to ensure that they are not complicit in human rights
abuses.
11. Harassment, Harsh or Inhumane Treatment: The UN expects its suppliers to create and
maintain an environment that treats all employees with dignity and respect and will not use any
threats of violence, sexual exploitation or abuse, verbal or psychological harassment or abuse. No
harsh or inhumane treatment coercion or corporal punishment of any kind is tolerated, nor is there to
be the threat of any such treatment.
12. Health and Safety: The UN expects its suppliers to follow all relevant legislation, regulations and
directives in country in which they operate to ensure a safe and healthy workplace or any other
location where production or work is undertaken. At a minimum, suppliers should strive to implement
recognized management systems and guidelines such as the ILO Guidelines on Occupational Safety
and Health (ILO-OSH-2001) which can be found at ILO's website 3 and ensure at a minimum,
reasonable access to potable water and sanitary facilities; fire safety; emergency preparedness and
response; industrial hygiene; adequate lighting and ventilation; occupational injury and illness and
machine safeguarding. Suppliers will also ensure these same standards apply to any dormitory or
canteen facilities.
13. Mines: We expect UN suppliers to strive not to engage in the sale or manufacture of antipersonnel mines or components utilized in the manufacture of anti-personnel mines.
Environment:
14. Environmental: The UN expects its suppliers to have an effective environmental policy and to
comply with existing legislation and regulations regarding the protection of the environment. Suppliers
should wherever possible support a precautionary approach to environmental matters, undertake
initiatives to promote greater environmental responsibility and encourage the diffusion of
environmentally friendly technologies implementing sound life-cycle practices.
15. Chemical and Hazardous Materials: Chemical and other materials posing a hazard if released to
the environment are to be identified and managed to ensure their safe handling, movement, storage,
recycling or reuse and disposal.
16. Wastewater and Solid Waste: Wastewater and solid waste generated from operations, industrial
processes and sanitation facilities are to be monitored, controlled and treated as required prior to
discharge or disposal.
17. Air Emissions: Air emissions of volatile organic chemicals, aerosols, corrosives, particulates,
ozone depleting chemicals and combustion by-products generated from operations are to be
characterized, monitored, controlled and treated as required prior to discharge.
18. Minimize Waste, Maximize Recycling: Waste of all types, including water and energy, are to be
reduced or eliminated at the source or by practices such as modifying production, maintenance and
facility processes, materials substitution, conservation, recycling and re-using materials.
Bribery & Corruption:
19. Corruption: The UN expects UN suppliers to adhere to the highest standard of moral and ethical
conduct, to respect local laws and not engage in any form of corrupt practices, including extortion,
fraud, or bribery, at a minimum.
20. Conflict of Interest: UN suppliers are expected to disclose to the UN any situation that may
appear as a conflict of interest, and disclose to the UN if any UN official or professional under contract
3
www.ilo.org/public/english/protection/safework/managmnt/guide.htm.
Page 66 of 76
with the UN may have an interest of any kind in the supplier's business or any kind of economic ties
with the supplier.
21. Gifts and Hospitality: The UN has a “zero tolerance” policy and does not accept any type of gift
or any offer of hospitality beyond that of a representational nature. The UN will not accept any
recreational trips to sporting or cultural events, theme parks or offers of holidays, transportation, or
invitations to extravagant lunches or dinners. The UN expects UN suppliers not to offer any benefit
such as free goods or services or a work position or sales opportunity to a UN staff member or a
former UN staff member in order to facilitate the suppliers business with the UN.
We encourage UN suppliers to communicate to us any actions taken to improve its business
practices and to send us suggestions about how can the UN best contribute to the
implementation of the principles set out in this Code of Conduct.
Contacts: Any questions related to this Code of Conduct can be addressed to the Chief,
Procurement & Logistics Division at cpld@unrwa.org
Page 67 of 76
ANNEX J
ACKNOWLEDGMENT LETTER
[Letterhead of bidder, including full postal address, telephone no. and fax no.]
Date: [insert date]
To:
THE UNITED NATIONS RELIEF AND WORKS AGENCY
FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA)
Attention: Chief Procurement and Logistics Division
UNRWA Headquarters, Amman
Industrial Street
Bayader Wadi El-Seer
Amman 11814, Jordan
Subject: RFP# PLD/CPS/EA/SAP Technical and Application Management/2015
Dear Madam, dear Sir,
We, the undersigned, acknowledge receipt of the above-referenced Request for Proposal (RFP) as
part of this tendering exercise and hereby confirm that we:
 INTEND
to submit a proposal to UNRWA by the deadline date.
We further confirm that we are:
 Registered as a Vendor in UNGM at least at Level 1 with the ID no: _____________
 Not registered as a Vendor in UNGM at Level 1 but will do so by the time of bid submission
 Not registered as a Vendor in UNGM at all but will do so by the time of bid submission
We acknowledge that this RFP is confidential and proprietary to UNRWA, and contains privileged
information. Upon request, we will return this RFP or any part thereof, and all copies thereof, to
UNRWA.
Name:
Title of Authorized Representative:
Signature:
Company Name and Address:
Telephone No:
Email address:
_________________________
If you do not intend to submit a proposal to the UNRWA, please indicate the reason:
Kindly return this acknowledgment immediately by email to cpld@unrwa.org (Please indicate RFP# on
subject line.)
Page 68 of 76
ANNEX K
TECHNICAL PROPOSAL TEMPLATE
CONFIDENTIAL RFP NO. PLD/CPS/MO/SAP-TAM/2015
SAP TECHNICAL AND APPLICATION MANAGEMENT
NOTE: NO FINANCIAL INFORMATION SHOULD BE IN THIS DOCUMENT
Page 69 of 76
Introduction
This document provides a template Contractors should use to respond to the SoW of this RFP. Note that
the SoW (Annex D) and any or all responses that are provided by the Contractor in response to this RFP
may form the basis of any final contract between the parties.
Unless otherwise mutually agreed in writing as part of any final contract, the terms of the SoW in Annex D
shall take priority in terms of service delivery requirements. Any services not included in the SoW shall be
explicitly noted in this response so UNRWA may make a proper comparison between the offers of
prospective service providers.
ELIGIBILITY CHECK (MANDATORY REQUIREMENT)
1. References
Please, document in this chapter the references needed for your proposal to be considered and
evaluated.
Please provide three (3) References (Name, Title, Organization, Phone and Email) that UNRWA is
permitted to contact. Each reference account must be (1) for SAP ECC 6.0 application management, (2)
in the public sector using IPSAS and Fund Management
Reference 1
Reference 2
Reference 3
2. Please, list all the SAP certifications achieved by your company
3. A demonstrable revenue for similar activities (i.e. Service or project for SAP applications), for the
last 3 years with a minimum total turnover of US$ 10,000,000.00 (Ten Million USD)
Please, document the demonstrable revenues for similar activities (i.e. Service or project for SAP
applications), for the last 3 years equal to or around US$11.5 million
Year
Client
SAP Services
Provided
Total revenue
4. UNGM Vendor ID no: _____
5. Confirmation that vendor is not on any UN Sanctions List
GENERAL
Scope of this SoW
Please provide a statement of compliance with the diagram of Section 1.3 “Scope of this SoW” of Annex
D. In addition, please provide:
 Any Contractor areas that are out of scope in your response;
 Whether you see any issues with governing and delivering services within the defined areas of
responsibility;
 If there is any modification you would make to the requested divisions of labor.
Page 70 of 76
Period of Performance
Referencing section 1.4 “Period of Performance” of Annex D, please provide a statement of readiness
and willingness to work in this manner. If there are any issues of noncompliance, please state them here.
REACH TECHNICAL OPERATIONS
Please provide a statement of your overall understanding of the requirements and a description of how
your company typically delivers this scope of services.
In general, for all subsections within “REACH Technical Operations”, please provide the following:
 The number of customers for which you perform this role for SAP systems;
 For how long you have been providing these services;
 The qualifications and certifications of your company and staff who perform this role;
 The tools your company uses to provide these services;
 How the services and recurring and/or final deliverables are provided to your customers and how
this knowledge base is managed;
 How your services are managed and delivered internally.
The sections below correspond to the same sections of the SoW in Annex D.
SAP Basis and Other Technical Component Monitoring
Statement of Compliance / Excluded Activities
Please provide an overall statement of compliance, or itemize requested activities that are excluded from
your offer.
Other Activities Typically Included as Part of this Service
Please provide a detailed description of other activities that you propose should be provided as part of
this service but are not listed in our SoW.
Service Delivery Approach
Please define in detail how you plan to provide this service.
SAP Basis Administration
Statement of Compliance / Excluded Activities
Please provide an overall statement of compliance, or itemize requested activities that are excluded from
your offer.
Page 71 of 76
Other Activities Typically Included as Part of this Service
Please provide a detailed description of other activities that you propose should be provided as part of
this service but are not listed in our SoW.
Service Delivery Approach
Please define in detail how you plan to provide this service.
Citrix Operations and Technical Support
Statement of Compliance / Excluded Activities
Please provide an overall statement of compliance, or itemize requested activities that are excluded from
your offer.
Other Activities Typically Included as Part of this Service
Please provide a detailed description of other activities that you propose should be provided as part of
this service but are not listed in our SoW.
Service Delivery Approach
Please define in detail how you plan to provide this service.
Incident and Fault Management
Statement of Compliance / Excluded Activities
Please provide an overall statement of compliance, or itemize requested activities that are excluded from
your offer.
Other Activities Typically Included as Part of this Service
Please provide a detailed description of other activities that you propose should be provided as part of
this service but are not listed in our SoW.
Process Management Approach
Please review the Annexes of this RFP, and:
 Provide a recommended alternative set of your standard processes if you believe UNRWA would
benefit from your alternative approach in terms of quality of service or lower cost;
 Provide a recommendation for a management system to govern this process; whether your
internal system or UNRWA’s existing systems of BMC Service Desk and JIRA for change request
management.
Reporting
Statement of Compliance / Excluded Activities
Please provide an overall statement of compliance, or itemize requested activities that are excluded from
your offer.
Other Activities Typically Included as Part of this Service
Please provide a detailed description of other activities that you propose should be provided as part of
this service but are not listed in our SoW.
Examples of Reports
Please provide examples of the reports requested in the section of the SoW.
Page 72 of 76
REACH APPLICATION MANAGEMENT
Statement of Compliance / Excluded Activities
Please provide an overall statement of compliance, or itemize requested activities that are excluded from
your offer.
Other Activities Typically Included as Part of this Service
Please provide a detailed description of other activities that you propose should be provided as part of
this service but are not listed in our SoW.
Service Delivery Approach
Please provide in detail how you would deliver the overall service as well as the detailed requests of the
service catalogue in the section “Application Management Service” of Annex 1. In the event there are
superior service approaches or more cost effective ways for UNRWA to acquire the functional equivalent
of the services requested, please provide those alternative recommendations in addition to the requested
services of the SoW.
REACH BUSINESS PROCESS OPERATIONS SUPPORT
Service Delivery Manager
Please provide a detailed explanation on how your company typically fulfills this role on client sites, as
well as the way you recommend relationship management is implemented.
Please provide descriptions of these approaches for both Options 1 and 2.
Please provide a Statement of Compliance / Excluded Activities for this onsite resource.
Please provide the full CVs of the primary and at least one but less than three backup candidate(s) you
propose for this role.
Please confirm that the SDM is available to be onsite in Amman, Jordan for the Period of Performance,
and that as required your company can manage all related activities to secure the proper work permits
and residency permits.
Functional Domain Experts/Analysts (FDE)
Please note that this section needs to be completed only if you are proposing Option 1.
Statement of Compliance / Excluded Activities
Please provide an overall statement of compliance, or itemize requested activities that are excluded from
your offer.
Other Activities Typically Included as Part of this Service
Please provide a detailed description of other activities that you propose should be provided as part of
this service but are not listed in our SoW.
Resourcing Approach
Please provide a detailed description of how you propose to organize the support streams and number of
resources that you plan to deploy.
If you propose to provide an alternative approach to providing this service, please do so, and demonstrate
traceability to the original request.
Please provide the full CVs of the primary and at least one but less than two backup candidate(s) you
propose for each stream lead (FDE) role.
Service Approach
Please specify whether you can provide both Options 1 and 2. If your company is able to provide both
options, please state whether you can accept providing only Option 2 at UNRWA’s request.
Page 73 of 76
SERVICE MANAGEMENT REQUIREMENTS
Governance
Please provide a detailed description for your approach to governance for this SoW, given the
requirements in the SoW.
Resourcing
Please provide a statement of compliance with requirements of this section in the SoW. Please detail any
noncompliance and/or proposed alternative approaches.
Tracking, Reporting and Status Meetings
Please provide a detailed description for your approach to governance for this SoW, given the
requirements in the SoW.
Please provide examples of reports, status report templates, and other materials not already requested
for reporting.
Knowledge Transfer
Please provide a statement of compliance with requirements of this section in the SoW. Please detail any
noncompliance and/or proposed alternative approaches. Please provide your proposed approach for
fulfilling the Knowledge Transfer requirements.
SERVICE LOGISTICS
Onsite Living
Please provide a statement of compliance with these requirements. Please highlight any exceptions or
issues you believe you may encounter in fulfilling this part of the mandate.
Travel
Please provide a statement of compliance with these requirements. Please highlight any exceptions or
issues you believe you may encounter in fulfilling this part of the mandate.
Computers
Please provide a statement of compliance with these requirements as well as any additional comments.
Access to UNRWA’s Hosting Environment
Please provide a statement of compliance with these requirements as well as any additional comments.
APPENDIX 1 –SUPPORT COVERAGE
Please provide a statement of compliance with these requirements as well as any additional comments or
counterproposals for Support Coverage.
Page 74 of 76
ANNEX L
FINANCIAL PROPOSAL TEMPLATE
Instructions
1. Please complete the Baseline Services worksheet unmodified.
2. Please complete the Additional Services worksheet, Section 3 REACH Application Management,
Change Requests, Major, using the exact template specified. Please add additional lines to the
Additional Services worksheet, Other Resource Categories, for other related services your
company could provide not specifically requested in this RFP. This could include .Net developer
services or other technologies related to the UNRWA landscape.
3. Please submit this Excel file as well as a corresponding PDF file for your Financial Proposal.
Provide additional covering sheets to the PDF version as required.
Scoring:
 Technical - 80% (see Annex E)
 Financial - 20%
Page 75 of 76
1. Baseline Services worksheet unmodified
Annual Price
USD
Annex D SoW Service Reference
Section 2 REACH Technical Operations
Section 3 REACH Application Management Baseline Services
Section 4 REACH Business Process Operations Support - Option 1
Section 4 REACH Business Process Operations Support - Option 2
TOTAL Annual Amount in USD$
0
2. Please complete the Additional Services worksheet, Section 3 REACH Application Management,
Change Requests, Major, using the exact template specified. Please add additional lines to the
Additional Services worksheet, Other Resource Categories, for other related services your
company could provide not specifically requested in this RFP. This could include .Net developer
services or other technologies related to the UNRWA landscape.
Section 3 REACH Application Management, Change Requests, Major
Resource Category
Project Manager/Lead
Application Analyst
Application Configuration
Technical Development / FRICE
Pricing unit
of Measure
Unit
Price
USD
Your Notes or Equivalent
Title
Per hour or
per day
Per hour or
per day
Per hour or
per day
Per hour or
per day
Alloc
ation
10%
20%
40%
30%
Please ADD additional lines to this template as required.
Other Resource Categories
Pricing unit
of Measure
Other Application Management
Activities
Enhancement Packages and Other
Major Technical Services
Per hour or
per day
Per hour or
per day
Unit
Price
USD
Notes
Please provide a detailed rate
card for these services
Please provide a detailed rate
card for these services
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