ROAD ACCIDENT FUND
VENDOR BRIEFING SESSION
RFP: RAF/ 2012 /00006
Presenter: Anna Mosupyoe and Peter Letoaba
Date: 23 January 2012
Time: 10:00
Overview
Background
Evaluation Criteria
Submission of bid responses
Disqualification of bids
Procurement Administration
Purpose of the RFP
Questions and Answers
Background
RFP: RAF/2012/00006: Request for proposals for the appointment of a
service provider to provide SAP support to RAF for a period of 3 years.
Advertised on 13 January 2012
Closing on 03 February 2012
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Evaluation Criteria
• Evaluation will be based on 90/10 PPPFA system
Criteria
Points
Price
90
Participation goals
10
Total
100
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Evaluation Criteria
Mandatory requirements
The service provider must be a SAP South Africa certified
partner.
Please attach letter from SAP as proof that the company is a
SAP South Africa certified partner.
The service provider must be SAP ECC6 certified.
Please attach letter from SAP as proof that the company is SAP
ECC6 certified.
The service provider must support all modules indicated
Please attach a letter to confirm that the company can support
all modules indicated and provide a list of references were the
company have supported the modules.
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Evaluation Criteria (continue)
Functional criteria
Weightings
Experience of the Company
Please provide RAF with references were similar support
services have been rendered the reference should be in the
same size as the RAF (+_ 2000 employees) and the service
rendered must be on modules indicated in the tender
The reference should include the following:
Company name
Type of Support service
Contact person
Contact person e-mail address and contact number.
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25%
Evaluation Criteria continue
Functional criteria
Weightings
Delivery Capabilities
The service provider must submit CV’s of resources that will
be used in the project and indicate were will they be
utilized.
Off site support
The service provider must provide CV’s of resources that are
off site and the CV’s must indicate the number of years
experience in support services and the level of K
accreditation.
On Site Support
The onsite resource must have a minimum of K3
accreditation and 3 years experience in support services.
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25%
Evaluation Criteria continue
Functional criteria
Weightings
Project Management
The service provider must provide RAF with the project
management plan of how the required SAP support services
will be delivered to the RAF. The plan should include for
example the following:
A formal methodology
Resource management
Project tracking and progress reporting
Incident management
Change management and control; and all requirements that
are required for the project.
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15%
Evaluation Criteria continue
Functional criteria
Weightings
Training
The service provider should develop a training plan on how
the training will be conducted over a period of 3 years
which will includes all the modules listed in paragraph 3.5
page 49 to 52 of the tender document
Site Visit
15%
Total
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20%
100%
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•Submission of bid responses
Original signed bid document
4 hard copies
Submitted in sealed envelopes
Each schedule must be clearly distinguish, indexed and all pages
numbered
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Disqualification of bids
Bidders shall be disqualified if they fail to:
Submit a valid and original tax clearance certificate
Complete questionnaires in full
Submit true and correct information
Comply with mandatory requirements
Comply with prescribed response format
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Administration
RFP Closing Date: 03 February 2012 @11H00
Venue: RAF Menlyn Reception 38 Ida street Menlo Park Pretoria
Bid responses sent by courier must reach the reception at least 36 (thirty
six) hours before the closing date to be deposited into the bid box
Submission Register must be signed at the reception by bidder when
submitting bid documents
Late bids will not be considered
All queries must be forwarded to annah@raf.co.za
Enquiries and clarification of technical issues will close not later than 27
January 2012 @ 11H00.
Important note:
Please ensure that the attendance register has been signed
Name of company
Contact details
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Purpose of the RFP
The objective of this RFP is to source a support partner to cover all modules indicated in the tender
and to provide an effective call resolution and management processes in place which should
include:
• The support partner is obliged to present service level policies and procedures and being able to
measure itself against the delivery.
• The support partner must be able to track calls, escalate important calls, communicate effectively
with the RAF on progress and demonstrate how calls will be managed effectively to ensure
effective call delivery.
• The support partner must be able to demonstrate the ability of the internal skills compliment to
effectively support the scope of work.
• The support partner must demonstrate a process driven environment which is auditable and cover
the risk to the partner and RAF effectively.
• The support partner must also demonstrate how calls are distinguished and cost is measured on
every call to enable RAF to manage costs effectively.
• The support partner must support knowledge transfer and internal skills building to grow internal
capability of RAF work force.
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Purpose of RFP (continue)
UNDERSTANDING OF THE RAF SERVICE EXPECTATION
As part of the service expectation the following key elements will be required to be addressed:
• Service level agreement
− Priority 1 calls – resolution turnaround 4 hours
− Priority 2 calls – resolution turnaround 16 hours
− Priority 3 calls – resolution turnaround 24 hours
• Service working hours – from 8h00 to 17h00 daily where all priority one calls need to be completed
within the same day incorporating calls logged up to 2 hours before close of business.
• On-site support model for time spend on site for the critical functional areas named:
−
−
−
−
−
−
−
Basis (Onsite required)
FI/CO/Treasury (Onsite Support when needed)
MM (Onsite Support when needed)
BW (Onsite Support when needed)
XI (Onsite Support when needed)
HR (Onsite Support when needed)
Payroll (Onsite Support when needed)
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Purpose of RFP (continue)
SKILLS TRANSFER REQUIREMENT
• RAF requires the support partner to participate actively in skilling up RAF staff to provide basic
SAP support in an effective manner. Over the period of 3 years knowledge transfer of critical
SAP roles must take place by assisting in the skilling of internal staff to perform SAP support
and configuration on a full time base. The critical roles will involve Basis, Security
(authorizations) ,FI/CO, Treasury, HR, MM, BW and XI. These critical roles can be broadened
as required by the RAF and will be agreed with the support party.
CONDUCT OF THE WORK
•
• All work to be conducted in accordance with the code of ethics
• No service disruptions “downtime” is to be avoided during business hours
• Escalation procedures must be defined and adhered to
• Appropriate knowledge transfer must happen in applicable instances to enable the RAF to be
self sustainable
• Formal training and coaching of RAF employees needs to be embarked on to grow the RAF
capability to runs the SAP systems as required
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Purpose of RFP (continue)
EXPECTED OUTCOMES AND DELIVERABLES
• Effective remote support
• Effective on site support on request
• Effective management of account
• Sufficient reporting and tracking of calls with measurement of SLA agreement
• Effective enablement of RAF staff to enhance internal knowledge and capability
• Well documented procedures of processes.
COMPETENCY AND EXPERTISE REQUIREMENTS
• Certified SAP skills to cover the scope of work
• Competent management skills to manage support agreement
• Remote and on-site support ability
• Call logging system to enable call tracking and call reporting
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Purpose of RFP (continue)
RAF needs support in ALL SAP Functions / Modules in the SAP Environment which also includes
the following SAP areas:
• SAP Basis
• SAP Security + GRC
• SAP Finance / Controlling
• SAP Material Management
• SAP Plant Management
• SAP XI / PI
• SAP Portals
• SAP BW
• SAP Performance Management
• SAP BW / BOBJ
• SAP SRM
• SAP HR
• SOLMAN
Note: SAP Basis is done on a continuous support agreement ( onsite ) and the rest of the SAP
Areas are done based on “bucket” of hours.
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Purpose of RFP (continue)
• RAF needs to procure SAP Support for the next 3 years which includes above
SAP Areas. The contract will be reviewed annually on the basis of performance.
• Functional Support (which includes FI, MM, HR, PM, Payroll, Performance Management, etc.)
Will include:
• Configuration
• End-User Training
• Documentation
• Troubleshooting
• Support , etc.
Technical Support (which includes SAP Basis , ABAP, Portals & SAP
PI) will include:
• Development
• Configuration
• System Health Checks & troubleshooting
• Technical Maintenance (Patches, Kernels, Transports, etc)
• Installations
• Upgrades
• Documentation
• Backups & Recovery
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Purpose of RFP (continue)
LANDSCAPE AND USER BASE
• The RAF is in the business of compensating motor vehicle accident victims. It operates as an
insurer making payments to claimants and vendors with supporting back office and Human
Resources functionality.
• We have a license base of 600 active SAP users and 2000 employee users.
• The version we are running on is ECC6 with several processing partitions as explained on the
attached landscape visual below. We are running interfaces to the old Claims system which is
Informix based via XI and also with the new Claims system, FINEOS which is Oracle based also
via XI. There is also an automated process interfacing with our banking partner Standard Bank
via XI.
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Thank you
Questions and
Answers
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