f
D O C U M E N T
document title/ titre du document
R ATIONALISATION OF ESA’ S P RINTING AND
C OPYING S ERVICES
R EQUEST FOR I NFORMATION
prepared by/préparé par
P. Galli - R. Guerrand
reference/réference
issue/édition
revision/révision
date of issue/date d’édition
status/état
Document type/type de
document
Distribution/distribution
1
0
4 May 2006
For Approval
Request for Information
a
ESOC
Robert Bosch Strasse 5 - 64293 Darmstadt - Germany
Tel. (49) 6151/90-0 - Fax (49) 6151/90 495
533583014
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Rationalisation of ESA’s Printing and Copying Services
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A P P R O V A L
Title
Titre
Rationalisation of ESA’s Printing and Copying Services Request for
Information
issu 1
e
issu
e
author
auteur
P. Galli - R. Guerrand
dat 4 May 2006
e
dat
e
approved by
approuvé by
H. Nye
dat
e
dat
e
H/OPS-S
C H A N G E
reason for change /raison du changement
L O G
issue/issue
C H A N G E
revision 0
revision
revision/revision
date/date
R E C O R D
Issue: 1 Revision: 0
reason for change/raison du changement
page(s)/page(s)
paragraph(s)/paragra
ph(s)
All
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Rationalisation of ESA’s Printing and Copying Services
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page iii of iv
T A B L E
O F
C O N T E N T S
1
INTRODUCTION ..................................................................................................1
2
SCOPE AND APPLICABILITY ............................................................................1
3
BACKGROUND AND PRESENT SITUATION.....................................................1
3.1
Management responsibilities..............................................................................................................1
3.2
Printing facilities ................................................................................................................................2
3.2.1
Networked Printers.....................................................................................................................2
3.2.2
Personal Printers ........................................................................................................................2
3.3
Copying ..............................................................................................................................................3
3.3.1
Repro-shops ...............................................................................................................................3
3.3.2
Public Copiers ............................................................................................................................4
3.4
Fax ......................................................................................................................................................4
3.5
Scanning .............................................................................................................................................5
4
EVOLUTION .........................................................................................................5
5
BUSINESS OBJECTIVES ....................................................................................5
6
RATIONALE .........................................................................................................6
Infrastructure rationalisation ..............................................................................................................6
Flexibility ...........................................................................................................................................6
Reduction of personal printers ...........................................................................................................6
Consumables and paper......................................................................................................................6
Managed service.................................................................................................................................7
Integration with IS Outsourcing Tender ............................................................................................7
Cost reduction target ..........................................................................................................................7
6.1
6.2
6.3
6.4
6.5
6.6
6.7
7
SOLUTION SCOPE..............................................................................................7
8
DESCRIPTION OF ITEMS ...................................................................................8
Item 1: Printing and Copying Centres ................................................................................................8
Item 2: Self-Service Copiers ..............................................................................................................8
Item 3: Departmental Printers (Networked) .......................................................................................8
Item 4: Specific Equipment ................................................................................................................8
8.1
8.2
8.3
8.4
9
DESCRIPTION OF REQUIRED SERVICES ........................................................9
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9.1
General Remarks ................................................................................................................................9
9.2
Reminder of Objectives......................................................................................................................9
9.3
Content of Services ............................................................................................................................9
9.3.1
Asset Management .....................................................................................................................9
9.3.2
Maintenance Management .......................................................................................................10
9.3.3
Consumables Management ......................................................................................................10
9.3.4
Administrative Management ....................................................................................................10
9.3.5
User Assistance and Support....................................................................................................10
9.3.6
Supervision and Counselling ...................................................................................................10
9.3.7
Marketing Follow-Up ..............................................................................................................11
9.4
Required Functionalities ..................................................................................................................11
9.4.1
Copying ....................................................................................................................................11
9.4.2
Printing .....................................................................................................................................11
9.4.3
Scanning ...................................................................................................................................11
9.4.4
Print Rooms (Repro-shops) ......................................................................................................12
9.4.5
Mobility ....................................................................................................................................12
9.5
Description of the Expected Level of Service..................................................................................12
9.5.1
Performance .............................................................................................................................12
9.5.2
Operational Availability ...........................................................................................................12
9.5.3
Installation ................................................................................................................................13
9.5.4
Maintenance .............................................................................................................................13
9.5.5
Time to Complete Print Jobs ....................................................................................................13
9.6
Modalities for Performing the Service .............................................................................................14
9.6.1
Generalities ..............................................................................................................................14
9.6.2
Quality Assurance Plan - Reporting.........................................................................................14
9.6.3
Security - Confidentiality .........................................................................................................15
9.6.4
Hardware ..................................................................................................................................15
9.6.5
Contractor's Personnel..............................................................................................................15
10
REVERSIBILITY................................................................................................. 15
APPENDIX A
DESCRIPTION OF ESA ..................................................................................... 17
APPENDIX B
ABBREVIATIONS .............................................................................................. 18
T A B L E S
Table 1 Personal printers by Site (9th January 2004) .........................................................................................3
Table 2 Copies produced in repro-shops ............................................................................................................4
Table 3 Public photocopiers by Site...................................................................................................................4
Table 4 Fax machines by Site ............................................................................................................................5
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1
INTRODUCTION
The European Space Agency - ESA - (see description in Appendix A) wishes to contract out to a
supplier the end-to-end provision of its printing and copying services with the objective to:
- Improve the quality of service to users;
- Achieve substantial cost savings.
To do this ESA is looking for a single service provider with the necessary expertise and adequate
organisation and resources to cope with the work described in this document.
2
SCOPE AND APPLICABILITY
This document is addressed to specialised companies in the domain of document printing and
reproduction services that are operating on a global pan-European scale in order to “test the
market” and obtain the companies views on the following aspects:
- The potential interest of companies to supply the services described in this document;
- The realism of ESA’s service improvement and cost reduction objectives;
- To which extent the ESA needs described in this document could be satisfied by solutions
readily available on the market;
- Any alternative approach proposed.
The responses of companies to this Request for Information will be treated confidentially by ESA
and will not be disclosed to any other company.
This document does not constitute a formal Invitation to Tender. The company responses will be
used by ESA as an input to refine its Statement of Work for a procurement action that ESA intends
to launch in the coming months.
3
BACKGROUND AND PRESENT SITUATION
3.1
Management responsibilities
Until recently the responsibilities for the management of printing and copying services in ESA
were split between the former Information Systems Department OPS-I responsible for printing
services (public networked printers and personal / workgroup printers) and the former Site
Management Department OPS-S responsible for copying activities (convenience copiers and
repro-shops).
From 1 May 2006 the two former departments have been merged into the new ESA Informatics
and Facility Management Department with the objective of streamlining and rationalising user
services and underlying infrastructures. The combination of the currently separated printing and
copying services into a single multi-function printing service is one of the first actions undertaken
by the new department.
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Several ESA directorates provide and support their own local printing facilities in addition to those
provided by the corporate services.
3.2
Printing facilities
Over the past five years there has been in ESA a significant increase in demand for printing
services for a number of reasons. These reasons include:
- Printers (particularly personal ones) are seen as extremely cheap
- Internet access from the desktop has encouraged printing (particularly colour)
- There is an increasing use of e-mail attachments and resulting print load
- There is an increase in fax printers
- The increasing sophistication of printers (speed, resolution, duplex, A3) has increased their
level of utility.
Users perceive printing infrastructure as a basic right like a telephone. They want to be able to
print what they want, when they want and where they want (primarily as close to their desk as
possible).
Since users consider printers to be extremely cheap, in a number of cases users have purchased
them themselves, often with the expectation of obtaining “free” consumables and maintenance
support from ESA.
3.2.1
NETWORKED PRINTERS
Some 300 networked printers are deployed in designated areas throughout all ESA establishments.
These are in general publicly addressable by all desktop / laptop users through the MS Windows
Active Directory “back-office” infrastructure.
Network printers are usually equipped with a duplex unit and additional paper trays for
transparencies and A3 printing. The fleet of networked printers is largely standardised on HP
devices of the HP8000 (high-capacity, b&w and colour) and HP4000 (medium-capacity, b&w and
colour) families.
Several ESA directorates have procured and implemented additional shared printing infrastructures
on their own local Windows NT / AD domains to increase the density of shared printing devices
and to provide access to other printing facilities like plotters. The exact number and distribution of
these devices is unknown.
3.2.2
PERSONAL PRINTERS
In ESA there is a large population of personal printers, mainly in the HP LaserJet low capacity
range - and mostly B&W until recently. The deployment of these printers is motivated by work
needs, typically
- confidentiality
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print intensive activities
need to print and collate outputs from different sources (e.g. invoices from the invoicing
systems EFIS and payment vouchers from the financial systems AWARDS).
The population of “officially” supported personal printers is very heterogeneous with more than 40
different model/versions in the field. Sometimes these printers have been purchased by the
customers and then transferred under the Information Systems Department’s support (including
consumables provision).
Table 1 below summarises the distribution by site of the personal printers that are supported by the
corporate services.
Site
ESTEC
ESRIN
ESOC
ESAHQ
Total
Local Printer
470
110
195
350
1125
Table 1 Personal printers by Site (9th January 2004)
In addition to that there is an unknown number of personal printers being used in offices,
laboratories and technical facilities, that are locally procured and maintained by the users
themselves.
3.3
Copying
3.3.1
REPRO-SHOPS
Large-scale professional reproduction services are available at the four ESA establishments in
dedicated repro-shops.
A special case is represented by the print shop at HQ, which is primarily dedicated to fulfilling the
statutory obligation of ESA to provide hard copies of all official ESA documents to the Council
and its delegated bodies.
All shops are equipped with large volume/high speed machines for B&W and colour copies.
Documents for reproduction are either delivered via E-Mail or hard-copy. In addition to the basic
reproduction works, special services are available such as finishing, photographic works,
production of ESA stationery and business cards and, or copy of CDs.
Table 2 below summarises the number of copies produced in the 4 establishments Repro-Shops.
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Site
B&W copies
In millions
4.9
1
1.9
11.2
19
ESTEC
ESRIN
ESOC
ESAHQ
Total
Colour copies
In thousands
800
55
202
740
1,800
Table 2 Copies produced in repro-shops
3.3.2
PUBLIC COPIERS
Convenient Public (analogue) photocopiers are available in designated areas throughout all ESA
establishments. The fleet of public photocopiers is highly standardised on OCÉ medium/high
capacity models (featuring recto/verso, stapling, sorting etc.), however recently new digital
copying devices (from Kyocera) have been deployed (in stand-alone mode) at ESRIN (extension of
local facility management contract with OCÉ for a limited duration).
Table 3 below summarises the distribution by site of the public photocopiers.
Site
ESTEC
ESRIN
ESOC
ESAHQ
Total
78
11
29
18
136
Table 3 Public photocopiers by Site
3.4
Fax
Stand-alone fax machines are installed in all secretarial offices, in corridors, very often at
proximity of copying or printing devices. In addition, a custom made Document Management
System which is widely used by ESA projects features a fax interface allowing the filing (as .pdf
files) of incoming faxes as well as sending faxes. In addition to these, central fax services remain
operational in all Establishments.
Fax machines are also often used for convenience as local photocopiers (e.g. in secretarial offices).
Table 4 below summarises the distribution by site of the supported fax machines.
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Site
Central Fax
ESTEC
ESRIN
ESOC
ESA HQ
Total
2
3
2
5
12
Decentralised
faxes
170
32
73
52
327
Total
172
35
75
57
339
Table 4 Fax machines by Site
3.5
Scanning
A large (unknown) number of scanning devices is present within ESA. The majority of these
devices are for personal use (attached to the user desktop PC) but there is a growing population of
scan / digital sender devices for shared workgroup usage. The vast majority of scanning / digital
sender devices is colour.
4
EVOLUTION
The main evolution trends of print usage profiles observed over the past years are:
a. The shift from analogue photocopying to digital printing: users receive the majority of
documents electronically via e-mail and no longer as hardcopy documents, therefore they want
to print them at the nearest and most convenient location.
b. The increased demand for colour printing: colour has become increasingly an integral part of
the information content of documents, and users need to preserve colours also on printed
documents.
c. The diminishing demand for standard, medium-size, reproduction services previously provided
by the local repro shops: the increased sophistication of printers makes easily available at the
user desktop many of the advanced features previously available only on high-end professional
devices.
d. The increased demand for sophisticated works from the Repro-Shops in preference to outside
suppliers.
It is interesting to notice that while the evolution trends above are clearly observed, the total paper
consumption remains constant (at about 45 millions A4 sheets / year ESA wide).
5
BUSINESS OBJECTIVES
The objective is to entrust the management and execution of all or part of the activities related to
document production to a specialist firm, in order to:
- Achieve substantial savings (25% per printed page within about four years) compared with the
cost of the first year of service, by applying a suitable improvement plan,
- Manage the process of change in users' working habits,
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Improve the quality of service to users.
6
RATIONALE
6.1
Infrastructure rationalisation
The main benefit expected from the introduction of a unified multi-function printing service is the
rationalisation of the infrastructure. ESA users will be able access to the full range of printing,
copying and scanning services on single multi-function devices, instead of several disconnected
devices, often sitting side by side. ESA will be able to optimise its infrastructure so as to provide
uniform service levels to the users and reduce waste of resources.
6.2
Flexibility
Another important advantage of a single multi function printing service will be its increased
flexibility and easier adaptability to the evolving needs and usage profiles of the ESA users, in
particular the growing demand for (colour) print services, and the corresponding decline of
analogue photocopying.
6.3
Reduction of personal printers
While it is expected that the multi-function printing service will not entirely replace the need for
personal desktop printers, it is nonetheless expected to reduce the proliferation of desktop devices
with a significant reduction of cost (equipment purchase and maintenance, consumables) but also
(very importantly) a reduction of environmental impact (ozone) and office space occupation.
In particular, the reduction of personal printers should be encouraged by the superior (and uniform)
functionality available from the multi function printing service. Personal printers are often justified
by confidentiality needs, however confidentiality of print jobs should be ensured by the public
multi-function printing service with other means (e.g. user authentication, pin-codes, personal print
mailboxes).
6.4
Consumables and paper
The streamlining and consolidation of the printing and copying infrastructure, improved
standardisation of devices, shall result in reduced consumption of printing consumables (toners,
drum kits) and correspondingly reduce the number and different type of spares.
Paper waste should be reduced by improved management of print jobs, e.g. by forcing larger print
jobs to print double-sided on high capacity printers. The introduction of personal print mailboxes
can reduce the use of unnecessary banner pages.
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6.5
Managed service
The new multi function printing should be established as a fully managed service (regulated by a
Service Level Agreement and based on a price per page) entrusted a specialised service provider,
fully responsible for:
1. Hardware provision, deployment, maintenance and full life-cycle management
2. Service delivery and user support
3. Network Print queue testing, integration and management
4. Consumables management and provision.
The service provider should engage in a partnership with the Agency on focused cost reductions
programs, identifying opportunities for service rationalisation, reduction of waste, introduction of
technical improvements that can help cost reductions, while ensuring that the service constantly
meets the quality and performance targets of the SLA.
6.6
Integration with IS Outsourcing Tender
It is ESA’s intention to procure the new multi function printing services in the framework of the
new Outsourcing contract (currently in the final Tender evaluation phase) for the provision of
Information Systems Infrastructure & Users Support Services under the responsibility of the
selected Overall Service Provider (OSP).
The OSP shall retain ultimate responsibility towards the Agency for meeting the agreed service
levels and performance targets. The OSP shall also be responsible for the interfaces and the
integration of multi function printing services within the overall Information Systems
Infrastructure & Users Support Services, exploiting synergies and economies of scale.
6.7
Cost reduction target
ESA considers realistic to expect that the introduction of a unified multi function printing service
will result in a reduction of at least 25% of the total yearly cost for ESA within about four years.
7
SOLUTION SCOPE
The rationalisation of ESA’s printing and copying services will apply to the Agency's headquarters
in Paris (HQ), and its technical centres in Germany (ESOC), Italy (ESRIN), the Netherlands
(ESTEC) and Spain (ESAC).
The scope of the new multi-function printing services includes the following:
a. Public “corridor” printing, photocopying, fax and scanning services at ESTEC, ESOC, ESRIN,
ESA HQ and ESAC.
b. The provision of personal printing, fax, scanning, photocopying equipment and services at
ESTEC, ESOC, ESRIN, ESA HQ and ESAC in accordance to a plan approved by the Agency.
c. Print room (“repro-shop”) services at ESTEC, ESOC, ESRIN, ESA HQ and ESAC.
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d. The provision of equipment, its deployment, maintenance and full life-cycle management for
the services above.
e. The supply of paper and consumables (toner, kits, etc.) for the services above.
f. Network print queue management (setup, testing, integration, support).
g. User support for the above services.
The service may be extended to additional "document"-related activities if the solutions proposed
for such activities provide scope for further rationalisation and, as a consequence, additional
savings.
8
DESCRIPTION OF ITEMS
The following description indicates the main characteristics of the necessary equipment, but is only
provided for guidance.
8.1
Item 1: Printing and Copying Centres
a. Black & white multifunction networked printer (scanner, copier, secure printer, automatic
duplex output, A3, etc.) handling 80 pages a minute or more, with multiple paper trays, and
finishing modules (sorting, folding, stapling, etc.).
b. Colour multifunction networked printer (scanner, copier, secure printer, automatic duplex
output, A3, etc.) handling about 35 pages a minute in full colour.
8.2
Item 2: Self-Service Copiers
a. Black & white multifunction networked copier (scanner, copier, secure printer, automatic
duplex output, A3, sorter, stapling, multiple paper trays, etc.) handling 30 to 45 pages a minute.
b. Black & white multifunction networked copier (scanner, copier, secure printer, automatic
duplex output, A3, sorter, stapling, multiple paper trays, etc.) handling 20 to 25 pages a minute.
c. Colour multifunction networked copier (scanner, copier, secure printer, automatic duplex
output, A3, etc.) handling about 12 pages a minute in full colour.
8.3
Item 3: Departmental Printers (Networked)
a. Black & white printer handling from 25 to 40 pages a minute (secure printing if possible,
automatic duplex, A3, etc., paper trays holding at least 1,500 pages).
b. Colour and black & white printers handling about 12 pages a minute in full colour (secure
printing if possible, automatic duplex, A3, etc.).
8.4
Item 4: Specific Equipment
a. Personal black & white A4 printer, scanner, fax and copier connected to a PC, handling less
than 10 pages a minute.
b. Personal black & white A4 printer connected to a PC, handling less than 10 pages a minute.
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9
DESCRIPTION OF REQUIRED SERVICES
9.1
General Remarks
The present “Request for Information” document targets a results-oriented contract, of which the
broad outlines are described below, supplemented by a progress-oriented contract covering the use
of new technology and the benefits accrued, in particular:
- The capacity to build a genuine partnership, and
- The choice of flexible, upgradeable resources and technology for the full period of the contract.
9.2
Reminder of Objectives
With regard to the following aspects, the objectives concern quantity and quality:
-
Reduction of costs,
Reduction of volume,
Reduction in the number of devices (to achieve a better worker-machine ratio),
Improvement in the delivery of services and user satisfaction,
Optimisation of cost-benefit ratio,
Flexible approach to rationalisation,
Innovation (soft- and hardware).
An important part of the contract is to set up procedures for monitoring these aspects.
The contractor will be at liberty to propose any technical solution for optimising the perimeter
in such a way as to reduce its overall cost and provide good quality of service to users.
Upgrades must be made without impairing user satisfaction, with appropriate support for the
process of change.
Responses to this Request of Information should preferably indicate ways of assessing the service
to be provided.
9.3
Content of Services
9.3.1
ASSET MANAGEMENT
-
-
Rationalisation, reorganisation and optimisation of the installed base (including copy centres)
for the period covered by the contract, taking into account a drop in the volume of black &
white and colour output, and a cut in costs,
Procurement and installation of printing platforms at the sites concerned,
A phase to validate the scale of the initially requested supply (audit of each site, identification
of needs, definition of the type of equipment to be proposed, deployment schedule),
Immediate upgrades, on an ad hoc basis, introducing networked devices in line with the (partial
or total) audits carried out at each site,
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9.3.2
MAINTENANCE MANAGEMENT
-
9.3.3
Procuring, in good time and without ESA's intervention, consumables and maintenance kits for
all the equipment covered by the contract.
ADMINISTRATIVE MANAGEMENT
-
9.3.5
Carrying out maintenance and troubleshooting,
Guaranteeing downtimes,
Checking the quality of printer and copier output,
Carrying out the overall upkeep of the equipment (preventive and curative maintenance),
Setting up a procedure for replacing a device in the event of repeated failures (more than four
failures per device per month).
CONSUMABLES MANAGEMENT
-
9.3.4
Deployment in collaboration with local IS departments,
Adaptation of installed base to suit actual use of equipment.
Enabling in-house invoicing, thanks to the provision of the necessary systems,
Monthly overall invoicing for each site, but also with a breakdown detailing each budget item
for the site concerned, with an indication of the added or reduced value as a function of actual
consumption and a monthly log for each device showing volume and details of print output
(user, number of pages, etc.).
USER ASSISTANCE AND SUPPORT
The aim of this task is to train and advise users, providing guidance in the vicinity of equipment to:
- Demonstrate the improvement in usage of the results, contributing to obtain user buy-in for the
improvement process,
- Foster optimal use of equipment in order to achieve a substantial transfer of print output,
currently carried out on personal equipment,
- Provide hot-line assistance to Help Desk teams.
9.3.6
SUPERVISION AND COUNSELLING
-
Supervising deployment of the service,
Analysing and recommending changes in the perimeter (in terms of costs, volume, user
satisfaction, etc.),
Carrying out user satisfaction surveys, on site and in partnership with ESA, with respect to the
selected target group and validation of the questionnaire. The first survey will be carried out six
months after installation of the rationalised equipment on each of the sites. Subsequent surveys
will be carried out every year. Results will be analysed by the supervisory committee. By the
second survey, user satisfaction should be better than 80%.
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9.3.7
MARKETING FOLLOW-UP
-
Allocation of field sales and technical representatives at a national level for all the sites
concerned, and
Appointment of a single commercial representative at an international level.
9.4
Required Functionalities
9.4.1
COPYING
The following features represent the basic copying needs:
- Speed: between 20 and 45/50 copies per minute (black & white) and 6 to 20 copies per minute
(colour);
- Printing quality: 1200 dpi (B&W), and 600 dpi (colour);
- Double-sided (original and copies);
- Reduction and enlargement;
- Document sorting;
- Stapling.
In general, a copying device in good working order and capable of the features above should
always be available within 50 metres from any user’s office.
9.4.2
PRINTING
Basic printing needs include:
- Job scheduling based on priority, size, format, user (or group), etc.
- Ability to easily identify and retrieve user’s own print outputs, by means of banner pages, print
mailboxes or other
- Ability to protect the confidentiality of the user’s own print jobs (when they are printed on
networked devices) by means of pin-code, log-in, or other
- Black & white printing
- Colour printing (networked)
- Transparencies (networked)
- Duplex printing (local and networked)
- High volume options (networked)
- Sorting and stapling (networked)
- PCL and PostScript (local and networked)
- A4, A3 printing (networked)
- Speed: between 20 and 50 images per minute (black & white) and 6 to 20 images per minute
(colour);
- Printing quality: 1200 dpi (B&W), and 600 dpi (colour).
9.4.3
SCANNING
The following features represent the basic scanning needs:
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Scan speed: 30 to 50 pages per minute, colour, grey and B&W
Resolution: 200 dpi to 600 dpi
Output file formats: TIFF multi-page with compression G4, PDF (image with compression
G4), JPEG
The access to scan functions needs user identification and checking the user’s authorisation to use
the scanner.
The methods should be possible to retrieve scanned images:
- copy on a file store from where it is picked up by the PC of the identified user
- send the scanned images back to the user’s own e-mail account.
In case that scanned images are sent to someone else’s mail account, it must always be possible to
trace back who, when and from where has sent the image.
In general, all users expect to find a scanning device in good working order within 50 metres from
their office.
9.4.4
PRINT ROOMS (REPRO-SHOPS)
The tasks to be carried out by the Repro-shops are various and range from the standard copying to
the production of complicated documents. In any case, the repro-shops shall deliver all requests in
a relatively short time ranging from 2 hours for Official documents to a week for business cards. A
precise requirement would be established in general terms for all repro-shops and complemented
by local specificities in due course.
9.4.5
MOBILITY
All mobile ESA users equipped with a laptop computer expect to be able to easily identify and
address their print jobs to the nearest appropriate printers.
9.5
Description of the Expected Level of Service
The contractor undertakes to provide the following level of service:
9.5.1
PERFORMANCE
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9.5.2
Hardware delivered and installed on time: 100%.
The contractor commits itself to a minimum uptime percentage of 98% during working hours
from 8.00 a.m. to 6.00 p.m.
OPERATIONAL AVAILABILITY
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The contractor will commit itself to a maximum allowable downtime for equipment and will
deploy a replacement solution capable of providing an equivalent service if there is a risk the
time limit may be exceeded.
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9.5.3
INSTALLATION
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9.5.4
9.5.5
Equipment must be available during working hours from 8.00 a.m. to 6.00 p.m. on workdays at
the various sites (the contractor will be given the schedule for site closures for the coming year
at the latest on 31/12 of the previous year).
The contractor will commit itself to a minimum uptime percentage of 98% during working
hours.
No public copying / printing / scanning device shall be out of service for more than 2 hours
during working hours due to lack of consumables or minor malfunctions (e.g. paper jams).
No public copying / printing / scanning device shall be out of service for more than 48 hours.
No single user shall monopolise print services to the detriment of other users.
Time limit for initial installation:
o 2 to 5 weeks' prior notice at the most,
o Installation within 2 to 6 weeks at the most, depending on site.
Time limit for standard installation (at ESA's request, one or more devices):
o 2 weeks' prior notice,
o Within six hours of agreed deadline.
Time limit for adding a device or changing its setup:
o Work carried out within 20 working days at the most,
o Carried out within six hours of agreed deadline.
Time limit for moving hardware:
o At least one week's prior notice,
o Carried out within six hours of agreed deadline.
Time limit for emergency supply and installation (if specified in order):
o 1 week.
Time limit for removing equipment no longer in use:
o 2 weeks at the most.
The contractor must explain the accounting and logistics procedures for replacing equipment
currently used by ESA and propose a plan for taking over equipment belonging to ESA
MAINTENANCE
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Time limit for repair of supplied hardware, following a call to the help desk of the contractor,
starting from the time the call is issued by ESA:
o For all non-critical equipment
8 hours
o For all critical equipment
4 hours
ESA will define which items of equipment provided are to be considered critical after
discussion with the contractor.
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Procurement of consumables and paper (if necessary):
o no stock shortages will be allowed.
TIME TO COMPLETE PRINT JOBS
On average, all users expect to be able to successfully complete their print jobs as follows:
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a b&w job of up to 10 A4 pages on a networked printer within 20 meters from their office and
within 5 minutes from job submission;
a colour job of up to 10 A4 pages on a networked printer within 50 meters from their office and
within 5 minutes from job submission;
a b&w job between 10 and 100 A4 pages on a high capacity networked printer within 50
meters from their office and within 10 minutes from job submission;
a colour job between 10 and 100 A4 pages on a high capacity networked printer within 100
meters from their office and within 30 minutes from job submission;
any job (b&w or colour) between 100 and 200 pages on a high capacity networked printer
within 100 meters from their office and within 1 hour from job submission;
any job (b&w or colour) larger than 200 pages via the print room according to a predefined job
scheduling and anyway within one working day.
9.6
Modalities for Performing the Service
9.6.1
GENERALITIES
The contractor:
- Will be responsible for setting up an integrated organisation on the basis of the above
specification of service,
- Will supply all the necessary resources in terms of staff, hardware, software and logistics to
fulfil these functions in compliance with the relevant national and European regulations
concerning the safety of its staff on the various sites and the confidential nature of the services
performed on such sites,
- Given its undertaking to achieve results the contractor will be responsible for allocating the
appropriate resources to the perimeter's various activities, replacing or upgrading them as
required, maintaining them and supplying all consumables.
Quarterly meetings of a supervisory committee will be organised to assess the service provided.
This body will validate or arbitrate all decisions concerning the perimeter.
9.6.2
QUALITY ASSURANCE PLAN - REPORTING
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The contractor must include with its bid a Quality Assurance plan comprising criteria and
indicators for monitoring user satisfaction and criteria for measuring execution of the service.
The supervisory committee will check the various items and allocate scores at its quarterly
meeting.
The contractor will draw up the quality plan, which will come into force at the start of the
operational phase. The contractor will define all the necessary management arrangements,
resources, measures and procedures, and the requisite indicators.
Reports to the committee will detail, in particular, services carried out during the previous
quarter in terms of volume and value.
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9.6.3
SECURITY - CONFIDENTIALITY
For the time being ESA processes a relatively small amount of classified data or files. However,
there are plans for new measures to be introduced to enhance the protection of some data or
documents as part of specific projects of a contractual, industrial or technical nature.
In this respect, the contractor undertakes to treat as strictly confidential any data or documents of
which it might have cognizance in the performance of its services. It must not divulge them to any
third party, society or company without the authorisation of ESA. Unauthorised circulation of
information, even inside an ESA site, will result ipso facto in the departure of the person concerned
and the obligation for the contractor to provide a replacement.
The contractor must take all necessary measures to ensure that this undertaking is upheld by all
persons or companies whose services it may use in the performance of the present contract.
9.6.4
HARDWARE
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9.6.5
CONTRACTOR'S PERSONNEL
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Provision must be made for activating hardware with a confidential password, enabling users to
start printing their documents as required and in a secure manner,
The proposed hardware must fulfil all the requirements regarding the confidentiality of data
being processed. The hard drives of hardware processing confidential data (a few units at each
site) will remain ESA property and should under no circumstances be handled without
authorisation. The hard drives of the other equipment will be deleted by the contractor on the
site at the end of the contract, using software provided by ESA. In the event of a failure, all
hard drives will remain the property of ESA.
If laptop or desktop PCs need to be used for purposes of system diagnosis, maintenance,
supervision, administration, etc., they will remain on the relevant ESA sites for the duration of
the contract and will be administered by ESA. If they are connected to the local area network,
their hard drives will remain the property of ESA at the end of the contract.
The contractor must provide a list of all the personnel it employs to work on the various sites.
They will be issued with badges enabling them to access equipment at the relevant ESA sites,
with as few formalities as possible.
Personnel working on media containing classified data must have the corresponding level of
authorisation.
REVERSIBILITY
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In the event of termination of the contract by one or other party, for whatsoever reason, ESA is
entitled to obtain from the contractor all the information required to achieve reversibility.
In the event of termination or non-continuation of the contract, the operations of the site must
not be jeopardised. Consequently, starting from the decision to terminate or not continue the
contract, the contractor must take all necessary measures to maintain continuity of service for a
period of three months (hardware, personnel and all the associated services covered by the
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present document). It will also provide ESA with the information required to renew the
contract (procedures, data on the installed base and consumption, etc.) in the form of computer
files that can be read on standard computer systems.
The contractor undertakes to remove all the existing equipment and consumables installed in
the course of the contract at the end of the overlap period, within a time limit of 15 days.
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APPENDIX A DESCRIPTION OF ESA
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APPENDIX B ABBREVIATIONS
CITI
D/OPS
EAC
ESA
ESA/HQ
ESAC
ESACOM
ESOC
ESRIN
ESTEC
IP
OPS
OPS-E
OPS-I
OPS-S
Corporate Information Technology Infrastructure
Director of Operations and Infrastructure
European Astronauts Centre in Cologne (Germany)
European Space Agency
The ESA Head Office in Paris (France)
European Space Astronomy Centre in Villafranca del Castillo (Spain)
The ESA general purpose data and voice communications service package
European Space Operations Centre in Darmstadt (Germany)
European Space Research Institute in Frascati (Italy)
European Space Technology Centre in Noordwijk (The Netherlands)
Internet Protocol
Directorate of Operations and Infrastructure
ESA Informatics and Facilities Management Department
The former ESA Information Systems Department
The former ESA Site Management Department