BID Outsourcing of IT Services
South African National Parks
BID Outsourcing of IT Services Ref: 4/11/1/2/14-11
This document contains 53 pages
BID 4/11/1/2/14-11 Outsourcing of IT Services
Contents 1
General Information
3
1.1
Purpose of this Documents
3
1.2
South African National Parks Profile
3
1.3
Overview of Required Services
3
1.4
Document Structure
5
1.5
Evaluation Process
5
1.6
Phase 1: Thresholds / Mandatory Criteria
6
1.7
Phase 2: Technical evaluation
7
1.8
Phase 3: References and Issues
7
1.9
Phase 4: HDI and Pricing
7
1.10
Phase 5: Due diligence
7
1.11
Phase 6: Adjudication Panel
8
1.12
Phase 7: Board of SANParks
8
1.13
Scoring Rules
8
2
Technical Evaluation (Phase 2)
10
2.1
Section A – Main Outsource Agreement
10
2.1.1
Broad Categories
10
2.1.2
Scoring
11
2.1.3
Further information on required services
14
2.2
Section B - Desktop Equipment
24
2.2.1
Overview of services required
24
2.2.2
Broad Categories
24
2.2.3
Scoring
25
2.2.4
Further information on required service
27
2.3
Section C – Disaster Recovery Site
29
2.3.1
Overview of services required
29
2.3.2
Broad Categories
29
2.3.3
Scoring
30
2.3.4
Further information on required service
31
i
BID 4/11/1/2/14-11 Outsourcing of IT Services
3
Bidder’s Roles and Responsibilities
32
Annexure A: Abbreviations
35
Annexure B: Desktops
37
Annexure C: Server Listing
39
Annexure D: Existing 3rd Party contractors
40
Annexure E: Geographic Locations
42
Annexure F: WAN Schematics
49
Annexure G: LAN Schematics
52
Annexure H: Desktop Equipment Procurement
106
Annexure I: SANParks Official Gate Times
109
Annexure J: Section A - Certification and Standards
110
Annexure K: Section A - Skills
111
Annexure L: Section B - Certification and Standards
112
Annexure M: Section C - Certification and Standards
113
Annexure N: Section A – Responses
114
Annexure O: Section B – Responses
118
Annexure P: Section C – Responses
119
ii
BID 4/11/1/2/14-11 Outsourcing of IT Services
1
General Information
1.1
Purpose of this Documents South African National Parks (SANParks) invites prospective service providers to submit bids to be appointed as outsource ICT service provider(s) for SANParks. Based on the information contained in the responses to this Bid, the evaluation by the evaluation Committee and adjudication by the Adjudication Committee, SANParks will enter into negotiations with the preferred Bidder(s) for purposes of concluding a binding Contract(s) with supporting Service Level Agreements.
1.2
South African National Parks Profile South African National Parks is a statutory body established in terms of the now repealed National Parks Act No. 57 of 1976 and continuing to exist in terms of section 54(1) of the National Environmental Management: Protected Areas Act 57 of 2003 (as amended). SANParks manages a system of national parks that are geographically dispersed throughout South Africa. All the parks and some additional administrative sites are connected via a comprehensive Wide Area Network (WAN) which is in the process of being upgraded to Telkom’s VPN Supreme MPLS service whilst some sites would continue to utilise VSAT or other technology to connect to the SANParks network environment. Currently all Information and Communication Technology Services (ICT) are outsourced and being managed by an ICT partner on behalf of SANParks in terms of an outsource agreement. The management of SANParks has decided to present this opportunity to the market and use the opportunity to reassess and realign the Service Levels to support the changing requirements of the business.
1.3
Overview of Required Services SANParks wishes to outsource identified services such as a single point of contact IT service desk, desktop user support, SANParks local area network (LAN) infrastructure management, server management and DBA function across all its different locations. In addition SANParks is seeking a partner to supply and maintain all of its desktop equipment. Thirdly SANParks is requiring a hosted Disaster Recovery Site and related services. These services may be adjudicated as one single outsource agreement or individually to different service providers. SANParks therefore seeks a partnership(s) with a service provider(s) that can provide efficient and uninterrupted services with the track record of highest service levels for a period of five years. A major consideration in the selection of the outsourcing service provider(s) is the ability of the Bidder(s) in the future to reassess service levels and costs in light of best practices, improved ICT maturity and also provide technological innovation.
3
BID 4/11/1/2/14-11 Outsourcing of IT Services
4
BID 4/11/1/2/14-11 Outsourcing of IT Services
SANParks is therefore seeking the following core services from a service provider:
1.4
Central Single Point of Contact Service Desk (SPoC) including Aggregator role
Desktop User Support
Local Area Network Management
Server Management
Database Administration
Supply, Management and Maintenance of Desktop Equipment
Disaster Recovery Site
Document Structure The document will deal with the requirements in 3 sections:
Section A – Main Outsource service requirements (See 2.1)
Section B – Supply, Management and Maintenance of Desktop Equipment (See 0)
Section C – Disaster Recovery Site (See 2.3)
Bidders must note that they can choose whether they would like to respond to all aspects of this bid, or only one or more of the Sections: Outsource, Desktop provisioning and Disaster Recovery Site. SANParks reserves the right to adjudicate the bid to one or more service providers.
1.5
Evaluation Process The Evaluation Process that will be followed is summarised as follows: •
Phase 1 – Evaluate minimum criteria and discard any responses that do not meet minimum requirements or any general SCM regulations
•
Phase 2 – Perform a Technical evaluation of the responses per Section by the Bid Evaluation Panel. A threshold of 70% for evaluation of technical criteria is applicable on all sections as contemplated in paragraph 1.4 above. Therefore if the evaluation of your bid submission on Section A does not achieve 70% your bid will be disqualified for Section A. However, the evaluation of your bid on Section B may exceed 70% and then your bid for Section B will advance to the next phase.
•
Phase 3 – Perform reference checking and resolve any issues that may have arose from the Technical Evaluation
•
Phase 4 - Perform due diligence on short-listed bids
•
Phase 5 – Evaluate and confirm HDI and Commercial aspects of successful bid(s) that passed Phase 2
•
Phase 6 – Recommend to Adjudication Panel 5
BID 4/11/1/2/14-11 Outsourcing of IT Services
•
Phase 7 – Submit to the Board of SANParks for final adjudication
The following schedule highlights the important dates throughout the process:
1.6
1.
Bid advertised in the media
25-27 November 2011
2.
Compulsory briefing session – Note registration starts at 09:30 and NO-ONE will be allowed into the briefing session after 10:00
14 December 2011 @ 10:00
3.
Bid submission closure date
13 January 2012 @ 11:00 sharp
4.
Evaluation completion date (Best effort depending on the quality of submissions)
10 February 2012
5.
Provisional Adjudication
2 March 2012
6.
Agenda closes for Board meeting
9 March 2012
7.
Final Adjudication by Board of SANParks
31 March 2012
Phase 1: Thresholds / Mandatory Criteria It is fundamental for all Bidders to note that the process of evaluation will be done in three phases. The threshold phase implies that potential Bidders will be evaluated to ensure that they comply with the mandatory criteria. Note that if any bidder, director or major shareholder associated with your bid appears on the database of tender defaulters or restricted bidders of National Treasury, such bid will be automatically disqualified. Only Bidders who can provide acceptable documentary proof that complies with the following mandatory criteria will be considered for the next phase of evaluation. The potential Bidder must: a) Be a South African Entity b) Have proven experience in providing, managing and supporting comprehensive ICT services as contemplated in this bid within South Africa; c) Provide an original valid tax clearance certificate issued by the South African Revenue Service bound into the file marked as MASTER submission. d) Be able to provide support for the ICT services in all the geographical dispersed locations where SANParks manages its national parks. It is a specific requirement that the successful bidder must provide proof that they have existing branches or arrangements in place to provide support from the following core sites: Pretoria and Cape Town. With regards to Skukuza and Phalaborwa, the bidder must undertake to establish these sites as core support sites.
6
BID 4/11/1/2/14-11 Outsourcing of IT Services
1.7
Phase 2: Technical evaluation A Technical Evaluation Panel will evaluate your responses as submitted as part of the bid. To ensure that the Panel can evaluate your response, it is in your best interest to follow the bid document in terms of numbering and to respond to each of the evaluation criteria in full. Annexures J to P have been made available in this document to assist you in your response. The Panel will not search for information hidden in the response as this will be extremely time consuming. The Evaluation Panel is responsible to recommend to the Adjudication Panel the preferred bidder(s).
1.8
Phase 3: References and Issues The Evaluation Panel will perform reference checking of those bids that scored more than the threshold (See 1.5). Any issues that may be identified with the submitted bids will be followed up for purposes of clarification.
1.9
Phase 4: HDI and Pricing 90/10 principle will be applied during evaluation as follows: •
•
1.10
10 points for HDI o
5 points for persons who had no franchise in national elections before the 1983 and 1993 Constitutions
o
3 points for women
o
2 points for persons with disability
90 points for Price. Price structure to be as follows: o
Pricing should be presented for 5 years indicating any escalation that may be applicable.
o
Any discounts that may be applicable must be clearly shown as well the conditions thereof.
o
Please indicate any discounts that may be applicable should you be successful in more than 1 component of the bid.
Phase 5: Due diligence After the evaluation phase is completed, the Evaluation Panel will short list a number of bids and the contact the short listed bidders to perform due diligence visits to compare the physical environments of the bidders with their responses in an effort to ensure that the bidders will be able to deliver the required services. In addition the Evaluation Panel will also visit some of the References to obtain their input on the service levels and support. 7
BID 4/11/1/2/14-11 Outsourcing of IT Services
1.11
Phase 6: Adjudication Panel As the sole institution responsible for recommending the Preferred Bidder, the Adjudication Panel is tasked with taking a holistic view based on the following relevant factors: a) The Evaluation results, including all matters highlighted in the Evaluation Panel’s report; b) Past track record, including lessons learnt from past experience and feedback from current and previous clients; c) Overall impression and commitment; d) Matters and circumstances that may give rise to conflict of interest and other issues relating to potential SANParks / Preferred Bidder relationships; and e) Current, pending or past legal disputes and/or pending litigation between Bidders and their clients.
1.12
Phase 7: Board of SANParks SANParks has a formal Delegation Framework in place that stipulates that any agreement exceeding a certain amount must be approved by the Board. As the resulting contract is expected to exceed this threshold over a period of 5 years, the Board will be responsible for the final adjudication and approval of this bid.
1.13
Scoring Rules Each specific criteria area will be scored out of 5, using the following guidelines: Score
Description
5
Exceeds the acceptable / requested standards
4
Fully meets the acceptable / requested standards
3
Materially (nearly always) meets acceptable / requested standards
2
Does not meet acceptable / requested standards
1
Standards not proven
0
No evidence
8
BID 4/11/1/2/14-11 Outsourcing of IT Services
In the case of “Yes / No” responses, scoring will be applied according to the following guidelines: Score
Description
5
Yes, and in addition we can do the following
4
Yes
3
Yes, but some aspects not
1
No, but we can do this
0
No
9
BID 4/11/1/2/14-11 Outsourcing of IT Services
2
Technical Evaluation (Phase 2)
2.1
Section A – Main Outsource Agreement
2.1.1
Broad Categories Responses to this bid will be evaluated against the under mentioned broad categories. The following weightings will be allocated to these categories: Category
Weighting
Ability to provide the services at all the identified sites
15%
Compliance with requested service levels
40% 5%
Certification and standards Skills appropriate to SANParks environment
10%
General and ICT Governance services
10%
Innovation
5%
Proven Track record in providing the services
5% 10%
Commercial and Financial soundness Total
100%
The different categories of criteria aim to evaluate inter alia the following specific aspects (detail of the categories is included in paragraph 2.1.2): Dispersed sites
Given SANParks’ geographic distribution over South Africa the service provider must be able to demonstrate their ability to support SANParks according to agreed SLAs
Service Levels
The bidder must be able to service SANParks at the requested SLAs or better and have systems to enable, measure and manage the SLAs
Certification and Standards
The bidder must list the certifications and Standards it complies with, i.e. ITIL®, PMBOK, ISO, etc. that would be relevant in delivering the service to SANParks. In addition the certifications or acknowledgements from vendors must also be listed. (Examples of certifications could be HP Gold Partner, Cisco, etc.) Attach copies of such certifications. See Annexure J
Skills
The bidder must list the qualifications and skills of the key staff that will be supporting SANParks. See Annexure K
10
BID 4/11/1/2/14-11 Outsourcing of IT Services
2.1.2
Governance
Proper governance is of material importance to SANParks and hence the bidder must indicate what Governance services will be delivered
Innovation
SANParks has a business objective of leveraging technology for bringing Innovation to its operations. Bidders must demonstrate how Innovation will lead to better governance and service delivery whilst bringing efficiencies and cost savings to the ICT environment
Track record
Bidders must indicate their proven track record by referring to applicable other service agreements in place including contacts for reference purposes
Commercial and Financial
The Financial status and Financial trends of the business of the Bidder must be provided including segmental analysis
Scoring The specific criteria, highest scores, and associated weightings are as follows: Criteria Dispersed Sites Criteria against which you will be evaluated relates to your response as to how you would service the following sites. The list of sites below has been grouped using the number of IT users on the site, and / or the impact it has on the operations of SANParks. This should guide you as bidder to determine how you would service the site in a timeous and cost-effective manner within agreed service levels. You need to describe how you would service the sites to enable effective service delivery from a user support as well as server support perspective. Head Office (Pretoria > 200 users) Main Branches: -
Skukuza (multiple sub sites > 200 users)
-
Westlake (Cape Town > 30 users) – moving to Tokai Manor
-
Knysna (> 30 users)
-
Phalaborwa (> 30 users)
Tourism Sites -
High impact (KNP: Lower Sabie, Berg-en-Dal; Pretoriuskop, Phabeni Gate, Kruger Gate, Satara, Olifants, Letaba, Mopani, Shingwedzi; Other Parks/Camps: Table Mountain, Cape Point, Cape Town Reservation Office, Tsitsikamma, Addo, Golden Gate, Twee Rivieren, Augrabies)
-
Medium impact (KNP: Crocodile Bridge, Malelane Gate, Orpen, Punda Maria Camp and 11
BID 4/11/1/2/14-11 Outsourcing of IT Services
Criteria Gate, KMIA; Other Parks/Camps: Boulders, Wilderness, Mountain Zebra, Karoo, Kimberley, Nossob, Mata-Mata) -
Lower impact (KNP: Biyamiti, Talamati, Shimuwini, Bateleur, Sirheni; Giriyondo Gate, Numbi Gate, Pafuri Gate; Other Parks/Camps: Agulhas, Bontebok, West Coast, Camdeboo, Mathyolweni Gate and Camp in Addo, Tankwa Karoo, Namaqua, Richtersveld, Mokala, Lillydale, Nature’s Valley, Marakele, Mapungubwe, Smitswinkel, Slangkop - Kommetjie)
Other Sites (Non-Tourism) -
High impact (KNP: None; Other Parks/Camps: Bellville Technical Offices, Tokai Manor – all sites, SANBI, NMMU)
-
Medium impact (KNP: None; Other Parks/Camps: Wash houses – Cape Town, Upington, Rondevlei near Sedgefield, Diepwalle near Knysna, Farleigh near Sedgefield, Bloukrans, Stormsriver Village, Bosheuwel near Bredasdorp)
-
Lower impact (KNP: All Ranger Posts; Other Parks/Camps: Orange Kloof, Kloofnek, Rhodes memorial, Silvermine, George, Kranzevlei in Namaqua)
-
Single user sites (KNP: None; Other Parks/Camps: Kamieskroon, CEO home in Moreleta Park, Waterkloof home of the ME in CEO office, Harkerville near Knysna)
VIPs (CEO, all Executive Managers, Board Members) Service Levels Ability to comply with requested Service Levels as detailed under paragraph 2.1.3 Certification and Standards The following certification would be considered: -
IT Service Management: ITIL® and ISO 20000
-
Project Management: PMBOK and/or Prince 2
-
Information Security Management: ISO 27001
-
Enterprise Architecture: TOGAFTF
-
Enterprise Risk Management: COSO – ERM and M_O_R
-
Server Support and Configuration – Vendor Accreditation
-
Xenapp Support and Configuration – Vendor Accreditation
-
DBA – MS SQL accreditation
-
User support – MSCSE
-
Other relevant certification
12
BID 4/11/1/2/14-11 Outsourcing of IT Services
Criteria Skills The following skills would be considered in the evaluation: -
SQL DBA
-
Network security
-
Mobile access and security
-
Desktop user support
-
Decentralised printing from centralised servers (i.e. Xenapp, RDP)
-
Server management
-
Backups
-
Logical security on servers
-
Logical security on desktop
-
Active Directory management
-
Service management
-
Service desk management
-
MS Exchange management
-
Virtual server management using Hyper-V and VM-Ware
-
Microsoft Windows
-
UNIX flavours, i.e. Red-Hat LINUX
-
Apple Mac support
-
Other
Governance Aligned to leading international practices on Governance such as: -
CoBiT®, King III
-
Maintaining a complete Configuration Management Database (CMDB)
-
Maintaining a comprehensive Operations Manual
-
Advise on Policies, Standards and Procedures in an ICT environment
-
Logging of activities of key users on Servers, Databases and other core infrastructure
-
Change Management
-
Other
Innovation The following will be used to assess Innovation: -
Approach to reduce repetitive incidents (Systems, User IT Awareness and training)
13
BID 4/11/1/2/14-11 Outsourcing of IT Services
Criteria -
Approach to mature ICT environment
-
Impact on Agreement from a commercial perspective
-
Use of Technology (see 2.1.3.11)
Track Record Criteria for assessing Track Record: -
Experience of key Personnel
-
Ability to retain existing clients
-
Examples of SLA reporting
-
First Line resolution rate of calls
-
Contactable references from Clients in similar outsourced business and Vendors
Commercial and Financial Criteria -
Financial status
-
Financial trend of business
-
Segmental analysis and trends
-
Summary of clients in outsource business (name, years as client, extent of services provided, contractual value per service)
2.1.3
Further information on required services
2.1.3.1
Service Desk Services The Bidder is required to provide an end-to-end incident management service to SANParks which caters for the following two scenarios: o
An end-to-end responsibility for incidents experienced by SANParks in relation to the outsourced services that the Service Provider provides.
o
For incidents relating to proprietary software or for services that are not directly provided by the Bidder (including incidents pertaining to the WAN of SANParks), the Bidder serves as first line support for these services, i.e. the incident must be logged, followed up and escalated to the relevant third party or vendor in order to facilitate call resolution. This may require the successful bidder to enter into a formal agreement with other preferred service providers.
14
BID 4/11/1/2/14-11 Outsourcing of IT Services
Current call volumes at the Service Desk can be summarised as follows:
Total calls logged – 1 500 – 2000 pm
Telephone calls received – 2 500 – 3 000 pm
First Call resolution rate – approximately 60 - 65%
Severity 1 and 2 incidents – on average < 10 pm
The Bidder is required to provide details regarding the capability of their proposed Service Desk service that must include at least the following: a) A single point of contact service
The Service Desk must serve as a single point of contact for all queries relating to services described in this RFP.
b) Call Centre/Ticket Tracking tools
An automated tool must be used to capture, track, and dispatch any queries or incidents directed at the Service Desk.
c) Incident capture capabilities
Capturing of WAN incidents as advised by Telco service provider to be able to respond internally to SANParks IT users on WAN issues being experienced
d) First-line resolution
Notification
The ability of the Service Desk to notify the end-user on the status of their query (email, fax, SMS)
e) Escalation f)
The processes that will be used to notify SANParks management of unresolved or recurring incidents.
After hour support
Limited after hour support will be required to ensure that the different SANParks sites are able to function during their operating hours that include weekends.
g) Reporting
Comprehensive reporting and management information that would cater for at least 4 separate existing SANParks business units that utilise the Service Desk as the means for tracking calls and call resolution: o
IT Support services 15
BID 4/11/1/2/14-11 Outsourcing of IT Services
2.1.3.2
o
RoomSeeker (CRM system) support calls
o
Wild Card (Loyalty system) supports calls
o
MS Dynamics GP (ERP system) support calls
Desktop Services The Bidder is required to illustrate how they will implement desktop services for SANParks and should at least include the following (Refer to Annexures B & H for more information): a) Backup, restore and system tuning b) Hardware and Software Support: Desktops, Notebooks, Printers and Peripherals
Assistance in providing images for standardised computer desktop equipment
Facilitate requests to Move, Add, Change or Decommission hardware
Respond to requests to or Add, Change or Remove software
IMACDs currently number on average 100 – 150 per month
c) Data access security
Ensure users have the correct levels of access to core applications at Domain, network and server level
Managing user access with required and approved functionality (Internet access if approved, remote access, creation of an email account, etc.)
Resetting passwords
d) Support and maintenance of all core applications including Microsoft products (Windows, Office) and virus protection. e) Maintain a central database containing SANParks users’ information to allow effective support f)
Providing assistance to the relevant SANParks management in the review and management of desktop licenses (software license management)
g) Assist SANParks management in identifying desktop training requirements
2.1.3.3
Local Area Network and related security The Bidder is required to illustrate on how they will provide support for SANParks Network services which must at least include the following activities (Refer to Annexures F and G for a network schematics of the WAN and LANs respectively): a) Manage the installation and configuration of LAN based equipment for all locations
16
BID 4/11/1/2/14-11 Outsourcing of IT Services
b) Perform preventative maintenance on LAN equipment including as suggested by the manufacturer c) Provide hardware maintenance for switches, modems, etc. d) Respond to requests to Move, Add, Change or delete network hardware for LAN attached devices e) Install, Evaluate, and manage LAN management tools f)
Provide consulting service on communication protocols and systems
g) Document LAN operations, procedures and services h) Document LAN based application procedures that affect operations i)
Provide documented standards for hardware configurations
j)
Maintain documentation of switch configurations
k) Maintain LAN network diagrams for supported locations l)
Maintain LAN procedure documentation
m) Monitor performance of the WAN and LANs internally and benchmark activities n) Participate in LAN/WAN design o) Participate in projects that involve or impact the supported network technologies p) Assist in the coordination and ordering of all LAN network hardware, maintenance, installation, de-installation, adds, moves, changes and end user training and support q) Ensure that international best practices and standards are applied throughout the services provided r)
Remote Access Different technologies that are supported, e.g. Microsoft Remote Authentication Server
s) Authentication / Directory services The configuration, maintenance and the provision of Technical support for Microsoft Active Directory t)
End Point Protection The installation and maintenance of End Point Protection software on all servers and desktops
2.1.3.4
Server Management These Server Management Services includes the on-going administration, governance, maintenance, repair, Service and support of the listed servers in Annexure D (distribution) and Annexure C (application listing). The Service Provider is expected to demonstrate how they will cater for the following activities: a) Maintaining server availability at the required level of 24 x 7 x 365. 17
BID 4/11/1/2/14-11 Outsourcing of IT Services
b) Hardware /software is maintained; c) Server based software licenses are managed and reviewed; d) Software / Firmware upgrades are undertaken; e) Resource data gathering is undertaken for capacity planning; f)
Maintaining an Operations Manual that contains all configurations of all servers and network equipment as the definitive reference library;
g) Regular capacity planning is undertaken to ensure continued Service delivery; h) Logging any changes on servers by key IT staff; i)
Logging any high level access to servers by key IT staff;
j)
System tuning is performed;
k) The various virus protection systems are in place and currency is maintained; l)
Facilities are planned and managed;
m) Regular contingency planning is undertaken; n) Supporting systems and platforms, including installation upgrades and maintenance patches are monitored; o) Performance analysis is undertaken; p) Threshold maintained for system performance resources is being measured; q) Backup of servers and data r)
Physical access control to the server room(s) and associated facilities;
s) UPS monitoring and reporting; and t)
Air conditioning monitoring and reporting
u) Installation, configuration and maintenance of Virtual servers on a blade environment with common storage on an EVA: •
SANParks has invested in HP blade technology and adopted a virtualization strategy for enabling servers
•
SANParks mainly uses Hyper-V to manage the virtual environment although VMware is also used to a lesser extent in the environment
v) Installation, configuration and maintenance of the Xenapp environment: •
Description of the Xenapp model: The Xenapp model centralises access to applications and information. This enables IT staff to deliver, manage, monitor and measure enterprise resources at will. In this environment, the application processing takes place on centralised servers. Users can access these applications either locally or remotely via virtually any connection using a standard desktop device, a thin-client appliance, a wireless device or via a web browser.
18
BID 4/11/1/2/14-11 Outsourcing of IT Services
•
2.1.3.5
Description of the Xenapp model as implemented at SANParks: This server software (Xenapp) is certified to run on Microsoft Windows Servers. It enables heterogeneous applications (RoomSeeker [Property Management system], etc.) to be centrally managed on the server farms. This enables users to access these applications without delay, securely and easily utilising any device over any connection. Xenapp also minimises bandwidth usage over WAN/LAN links. SANParks has a large WAN (countrywide). Bandwidth usage is minimized and applications, licensing and security are centrally managed.
Database Administration The Bidder is required provide the following database administration functions for the SQL Servers: a) Consultation services regarding the SQL environment including performance management, tuning and optimisation b) Consultation services regarding SQL Reporting Services c) Data warehouse administration d) Logging any changes on Databases by key IT staff; e) Logging any high level access to Databases by key IT staff; f)
2.1.3.6
Backup of databases
Experience and Performance Measurement Bidders should illustrate their experience relevant to the provision of the services described in this bid. This should be done by documenting the following: a) Reference Sites The Bidder should list any reference sites that they are currently providing services that are similar to SANParks requirements. The listing should include a description for the services that are provided to these reference sites. b) Quality Accreditation
2.1.3.7
Details of the Bidder’s quality management systems and compliance with ISO standards
Geographical Capacity Bidders are required to address in detail how they will service the geographical locations of SANParks different locations. Refer to Annexure E for a listing of the SANParks sites as well as maps indicating their different locations. Bids should indicate clearly amongst others the capacity and capability they currently have geographically regarding: 19
BID 4/11/1/2/14-11 Outsourcing of IT Services
a) Human resources and staff complement b) Location of dedicated staff or offices or sub-contractors c) Infrastructure Where capacity at a site doesn’t exist the bidder is required to indicate what their plans are to create the capacity in order to serve SANParks.
2.1.3.8
Service Levels The following basic Service Levels are sought as a minimum: a) 24 hour business (Includes all web-based transactions and associated servers, applications and networks) Severity 1 – Immediate response, Targeted resolution within 2 hours b) 7 day per week Tourism business – Times to correspond with SANParks published gate times per Park / camp (See Annexure I) plus all scheduled overnight services / processes (Relates to central systems for Tourism business as well major site failures where more than 50% of business capability, including printing is lost) Severity 2 – Immediate response, Targeted resolution within 4 business hours c) 5 days per week other business – 07:30 to 17:00 (Relates to all central systems as well major site failures where more than 50% of business capability, including printing is lost) Severity 2 – Immediate response, Targeted resolution within 4 business hours d) 7 day per week Tourism user support – 06:00 to 19:00 (Relates to users in Tourism roles issues negatively impacting on business Includes any non-Tourism site down situation) Severity 3 – Immediate response, Targeted resolution within 8 business hours e) 5 days per week user support – 07:30 to 17:00 (Relates to all other users roles with issues negatively impacting on business) Severity 4 – Immediate response, Targeted resolution within 16 business hours f)
rd
Other service interruptions dependent on 3 party’s resolution where Prime Service Provider has not direct influence but only Aggregator role Severity 5 – Immediate call logging, 4 hour escalation / follow up, best effort
g) VIP support Severity VIP – Immediate response, Targeted resolution within 8 hours (Only 10 VIPs) h) Call logging Telephonically: 20
BID 4/11/1/2/14-11 Outsourcing of IT Services
Call answered within 40 seconds > 80%;
Call reference issued = 100% of all new calls (excludes enquiries)
Calls dropped < 2% E-mail:
Call reference issued = 100% of all new calls (excludes enquiries)
< 1 hour Other, i.e. SMS or website:
Call reference issued = 100% of all new calls (excludes enquiries)
< 1 hour
i)
Server Uptime - > 98%
j)
LAN uptime - > 99%
k) Backups
l)
2.1.3.9
> 99% completed materially successful
Any file on server not backed up for more than 3 consecutive days to be escalated and investigated
Any user file not backed up for more than 7 consecutive days to be escalated and investigated
Quarterly testing of recoverability from backups – 100% success
Disaster Recovery
Maintaining integrity of DR environment (Data up to date, Versions up to date, AntiVirus up to date, OS up to date, Configuration up to date etc.):
Management of the DR Service Provider
> 98%
Service Level Reporting The Bidder is required to illustrate how the following activities will be performed regarding service level reporting: a) Performance measurement and reporting b) Monthly SLA meetings 21
BID 4/11/1/2/14-11 Outsourcing of IT Services
c) Quarterly Joint strategy meetings – showcase new technology and trends in IT industry and learn about SANParks strategic initiatives that may influence IT service delivery d) Weekly Operational meetings e) Project meetings when required
2.1.3.10 Vendor Support The Bidder is required to illustrate how they will be able to provide support for several vendor specific products and/or services. The required model calls for the successful bidder to provide a Single Point of Contact for all IT issues, including logging calls with 3rd parties, following up, escalation and facilitating call resolution. rd
For a comprehensive list of services provided by 3 parties please refer to Annexure D.
2.1.3.11 Technology The Bidder is required to illustrate how they will implement new technologies or services that may benefit SANParks in the future. a) Current research and development strategy b) Adhering to best practices and adapting process and technologies accordingly c) The following services, although not currently implemented at SANParks, should be included in the Bidders assessment on their ability to implement, manage and maintain technologies:
Convergence of Data and Voice
Intrusion Protection and Detection Systems (i.e. POPI Act)
Data Loss Prevention (i.e. PCI compliance)
2.1.3.12 Identity and Financial Integrity With regard to the criterion entitled “Financial and Commercial criteria” Bidders are required to provide the following information: a) Audited annual financial statements for each entity forming part of a Bidder. This must be presented for a minimum of three years and must be up until the most recent financial yearend. b) Summary of South African human and other resources and capacity c) Summary of Global human and other resources and capacity, if any
22
BID 4/11/1/2/14-11 Outsourcing of IT Services
d) List of legal actions instituted by or against the Bidder in excess of R1 million in the last three years e) Other information to support criteria as listed above
23
BID 4/11/1/2/14-11 Outsourcing of IT Services
2.2
Section B - Desktop Equipment (Supply, Management and Maintenance)
2.2.1
Overview of services required SANParks requires the services of a Service Provider to supply SANParks with Desktop Equipment; Manage and Maintain it throughout its life cycle; replace systematically at end of its life-cycle and dispose thereof in a responsible and ethical manner. The proposal should consider 2 models, a SANParks owned model with full maintenance / warranty and a full maintenance lease (FML) model. SANParks would like to reduce its administrative burden relating to providing users with Desktop Equipment suitable to perform their day to day tasks. Therefore this bid calls for critical information to be supplied on a monthly basis via to be agreed upon flat files (e.g. Excel). SANParks requests that the responses should propose a plan to systematically replace equipment site by site over a period of time, including periodic preventative maintenance. The replacement should consider the economic life cycles of different types of equipment, i.e. computers may have a 3 year life cycle whereas LCD / LED monitors may be 6 years, whilst printers could be another number of years. The plan should therefore ensure that sites are touched annually to facilitate this process. Respondents should also note that as new employees join, there may be ad-hoc requests for equipment. Equipment is also exposed to risks of theft and may require replacement prior to reaching end of economic life. Bidders must also describe how they will deal with equipment that is dead on arrival when installed at a particular site.
2.2.2
Broad Categories Responses to this bid will be evaluated by an Evaluation Panel against the under mentioned broad categories. The following weightings will be allocated to these categories:
24
BID 4/11/1/2/14-11 Outsourcing of IT Services
Category
Weighting
Ability to provide the services at all the identified sites
60%
Compliance with requested service levels
20%
Certification and standards
5%
Proven Track record in providing the services
5%
Commercial and Financial soundness
10%
Total
100%
The different categories of criteria aim to evaluate inter alia the following specific aspects:
2.2.3
Dispersed sites
Given SANParks’ geographic distribution over SA the service provider must have a network of offices or agreements in place to service SANParks according to agreed SLAs
Service Levels
The bidder must be able to service SANParks at the requested SLAs or better and have systems to enable, measure and manage the SLAs
Certification and Standards
The bidder must list the certifications or acknowledgements from vendors that would be relevant in delivering the service to SANParks. (E.g. HP Gold Partner, Cisco, etc.). See Annexure L
Track record
Bidders must indicate their proven track record by referring to applicable other service agreements in place including contacts for reference purposes
Commercial and Financial
The Financial status and Financial trends of the business of the Bidder must be provided including segmental analysis
Scoring The specific criteria, highest scores, and associated weightings are as follows: Criteria Dispersed Sites Criteria against which you will be evaluated relates to your response as to how you would service the following sites (You need to describe how you would service the sites to enable
25
BID 4/11/1/2/14-11 Outsourcing of IT Services
Criteria efficient desktop equipment delivery and support): Head Office (Pretoria) Main Branches: -
Skukuza (multiple sub sites)
-
Westlake (Cape Town)
-
Knysna
-
Phalaborwa
Other Sites -
Large (KNP: Lower Sabie, Berg-en-Dal; Pretoriuskop, Phabeni Gate, Kruger Gate, Satara, Olifants, Letaba, Mopani, Shingwedzi; Other Parks/Camps: Table Mountain, Cape Point, Cape Town Reservation Office, Tsitsikamma, Addo, Golden Gate, Twee Rivieren, Augrabies)
-
Medium (KNP: Crocodile Bridge, Malelane Gate, Orpen, Punda Maria Camp and Gate, KMIA; Other Parks/Camps: Boulders, Wilderness, Mountain Zebra, Karoo, Kimberley, Nossob, Mata-Mata, Bellville Technical Offices, Tokai Manor – all sites, SANBI, NMMU)
-
Small (KNP: Biyamiti, Talamati, Shimuwini, Bateleur, Sirheni; Giriyondo Gate, Pafuri Gate, All Ranger Posts; Other Parks/Camps: Agulhas, Bontebok, West Coast, Camdeboo, Mathyolweni Gate and Camp in Addo, Tankwa Karoo, Namaqua, Richtersveld, Mokala, Lillydale, Nature’s Valley, Marakele, Mapungubwe, Smitswinkel, Slangkop – Kommetjie, Wash houses – Cape Town, Upington, Rondevlei near Sedgefield, Diepwalle near Knysna, Farleigh near Sedgefield, Bloukrans, Stormsriver Village, Bosheuwel near Bredasdorp, Orange Kloof, Kloofnek, Rhodes memorial, Silvermine, George, Kranzevlei in Namaqua)
-
Single user sites (KNP: None; Other Parks/Camps: Kamieskroon, CEO home in Moreleta Park, Waterkloof home of the ME in the CEO’s office, Harkerville near Knysna)
Service Levels Ability to comply with requested SLAs Certification and Standards Certifications and standards will be considered in the evaluation and should be aligned to the product and service offering, for example: -
Best-practice in IT Service Management: (e.g. ITIL® and ISO 20000)
-
Best-practice in Project Management principles
-
Best practice in Environment Management as it relates to management of eWaste (ISO 14000 / 14001) 26
BID 4/11/1/2/14-11 Outsourcing of IT Services
Criteria -
Vendor Accreditation
-
Other
Track Record Criteria for assessing Track Record: -
Ability to retain existing clients
-
Examples of SLA reporting
-
References from Clients and Vendors
-
Other
Commercial and Financial Criteria Financial status Financial trend of business Number of clients in business Number of Desktop Equipment provided and managed according to this model
2.2.4
Further information on required service
2.2.4.1
Geographical Capacity Bidders are required to address in detail how they will service the geographical locations of SANParks different locations. Refer to Annexure E for a listing of the SANParks sites as well as maps indicating their different locations. Annexure H contains the current typical equipment and specifications as well as the quantities procured over a 3 year period. Bids should indicate clearly amongst others the capacity and capability they currently have geographically regarding: a) Human resources and staff complement b) Location of dedicated staff or offices c) Ability to deliver the service to SANParks sites d) Infrastructure
27
BID 4/11/1/2/14-11 Outsourcing of IT Services
2.2.4.2
Service Levels The following basic Service Levels are sought which relates to fully configured and asset tagged equipment: a) Monthly Reporting on Equipment (Status, age, condition, quantity per site, moves, new, decommissioned, etc.)
Within 7 days after month end
b) Advance warning of replacement of equipment to users
30 days warning
c) Asset updates in agreed flat file format (e.g. Excel)
Within 7 days after month end
d) Cost allocation per cost centre / user in agreed flat file format (e.g. Excel)
Within 3 days after month end
e) Emergency replacement equipment available in case of failure
f)
Swopped out within 24 hours of fault that prevents user from using allocated equipment
Very remote sites – 48 hours
Dead on Arrival – Immediate swop out
g) Delivery of standard, fully configured and asset tagged Desktop equipment on special / new request 2.2.4.3
Within 14 days from order
More information on Desktop Equipment Desktop Equipment is considered to be:
Desktop Computers and peripherals (Mouse, Keyboard)
Monitors
Laptops and peripherals (Docking stations / port replicators)
Desktop Printers, Scanners and Small Multi-Function Printers (MFP) devices
Terminals (To be used in a virtual desktop deployment)
Small (< 5KVA) Uninterruptable Power Supplies (UPS)
The experience of SANParks has been that these classes of equipment potentially have different economical lives ranging from 2 to 5 years. It should be considered that the equipment is utilised in varied (dry, humid, salty, dusty, air conditioned) environmental conditions. 28
BID 4/11/1/2/14-11 Outsourcing of IT Services
SANParks requires minimum administrative effort in managing the procurement, maintenance or replacement of the equipment. Where information is required for SANParks Asset Registers, such information should be provided regularly in a prescribed flat file format (e.g. Excel) for integration into SANParks ERP system, currently Microsoft Dynamics GP version 2010. SANParks also wishes to offer obsolete (Equipment that reached the end of its economic life) to the primary user of such equipment at a reasonable consideration. The successful bidder should manage this process, including the decommissioning of equipment. Equipment not disposed of in this manner should be disposed of in an ethical and social manner. SANParks recommends a high level of standardisation to most of its users with only 2 Desktop models, 2 Laptop models and a few Printer models. Specific and specialised requirements do occur and are managed accordingly, though the incidence is fairly low. Computer equipment must be loaded with a prescribed image, where applicable, and delivered to the user where any local configuration and files (within policy) are transferred from old to new equipment.
2.3
Section C – Disaster Recovery Site
2.3.1
Overview of services required SANParks requires the services of a Service Provider to provide Disaster Recovery services to SANParks i.r.o its core servers and applications. Most of the servers in SANParks are virtualised on a blade environment in a central hosting facility at our Head Office in Muckleneuk, which architecturally makes it easy to recreate in a DR environment. SANParks has a DR Plan in place and have identified the risks for each server, application or system. An environment where the minimum requirements for DR is required to enable SQL mirroring for key applications and other forms of updates of data, Operating Systems, configuration changes and versions. The proposal should contain various options for SANParks to consider.
2.3.2
Broad Categories Responses to this bid will be evaluated by an Evaluation Panel against the under mentioned broad categories. The following weightings will be allocated to these categories: Category
Weighting
Compliance with requested services
70%
Certification and standards
10%
29
BID 4/11/1/2/14-11 Outsourcing of IT Services
Proven Track record in providing the services
10%
Commercial and Financial soundness
10%
Total
100%
The different categories of criteria aim to evaluate inter alia the following specific aspects:
2.3.3
Services
The bidder must be able to service SANParks at the requested SLAs or better
Certification and Standards
The bidder must list the certifications or acknowledgements from vendors that would be relevant in delivering the service to SANParks. See Annexure M
Track record
Bidders must indicate their proven track record by referring to applicable other service agreements in place including contacts for reference purposes
Commercial and Financial
The Financial status and Financial trends of the business of the Bidder must be provided including segmental analysis
Scoring The specific criteria, highest scores, and associated weightings are as follows: Criteria Services Ability to comply with requested SLAs Certification and Standards The following certifications and standards will be considered in the evaluation: -
IT Service Management: ITIL® and ISO 20000
-
Business Continuity Management: BS 25999
-
IT Service Continuity Management: BS 25777
-
Other
Track Record The following aspects will be considered in the assessment of Track Record: -
Ability to retain existing clients
-
Examples of SLA reporting
-
DR Physical environment / facilities
30
BID 4/11/1/2/14-11 Outsourcing of IT Services
Criteria -
DR Physical access security
-
DR Logical access security
-
References from Clients and Vendors
-
Other
Commercial and Financial Criteria -
Financial status
-
Financial trend of business
-
Number of clients in DR business
2.3.4
Further information on required service
2.3.4.1
Service Levels The following minimum service levels are required: a) Uptime of DR SQL servers as well as 1 each Application server (RoomSeeker, MS Dynamics GP, DynamiQue, Metastorm)
> 95%
b) Speed of duplicating / cloning existing Virtual Application Servers
< 4 hours
c) Speed of making virtual environments available on request following a disaster at SANParks central hosting facility
< 12 hours
d) Speed of making space available for client servers and related equipment in the case of a Disaster
< 8 hours
e) Testing of DR environment f)
Quarterly
Any other offered relevant Service Level
31
BID 4/11/1/2/14-11 Outsourcing of IT Services
3
Bidders’ Roles and Responsibilities The selected Bidder(s) will be responsible for the delivery of the contracted services as described in this document. As such, this encompasses the responsibility of the Bidder(s) to manage, coordinate sub-contractors, and ensure the delivery of contracted services. The selected Bidder(s) will also be responsible for the coordination of service delivery across all service areas (e.g., Service Desk Services, Local Area Network Services, Desktop Service, etc.) management and control of cross-service service levels, billing, and all service level reporting. The following matrix outlines the proposed general split of prime responsibilities between SANParks as the Customer, and the Bidder(s) as the Service Provider. It does not replace the detailed service specifications and is not intended to be exhaustive. Key to symbols used the table: - Full responsibility R – Recommendation A – Approval / Acceptance Prime Responsibility Core Service
Bidder
SANParks
Information policy
R
A
Technology strategies
R
A
Corporate data management policy
R
A
Information systems plans
A
R
Provide input to SANParks on international best practices and new technologies relevant to the SANParks ICT environment
R
Data and system security policy
R
A
Specify data and systems security requirements
R
A
Provide data and system security service
Provision of operational documentation covering provision of services
Review and sign off of operational documentation Management of sub-contractors providing services to the Prime
32
BID 4/11/1/2/14-11 Outsourcing of IT Services
Prime Responsibility Core Service
Bidder
SANParks
Bidder for SANParks contract Provide reporting against service levels for all service areas
Delivery of the specified service levels as per Schedule D
Assume all technical and commercial risk of selection of optimum equipment and capacity services
Obligation to maintain World’s Best Practice in delivery of services
Provision of infrastructure and people as necessary to supply the required services and meet required service levels
Operate the facilities to provide required services
Assume all risk and responsibility for SANParks equipment acquired by the Bidder
Report incidents to Bidder’s single central point (Service Desk Service)
Risk and responsibility for industrial relations related to personnel providing services
Responsibility for all price risks not specifically identified in the Head Document and Service Level Agreements
Responsibility for acts and omissions of third parties providing services under the contract
Educating/marketing Service Desk services
Provision of reports
Security Services: Audit trails and security alerts;
Dial-up data access security; and
Physical protection of devices
Selection of appropriate services to meet the needs of specific applications Providing advice for selection of appropriate services to meet the needs of specific applications
33
BID 4/11/1/2/14-11 Outsourcing of IT Services
Prime Responsibility Core Service
Bidder
Obtaining required planning and approvals
Sourcing and managing the financing required for services
Assuming risks associated with changes to government regulations, rates and taxes
Ensuring the best competent people are employed for SANParks
34
SANParks
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure A: Abbreviations Abbreviation BCM BCP BS 25777 BS 25999 CMDB COBIT® COSO CRM DBA DR DRP Email ERM ERP Fax FML HDI HP ICT IMACD ISO IT ITIL® King III KVA LAN LCD LED M_O_R MFP MPLS MSCSE PCI PMBoK POPI PRINCE RAS RDP Ref SANParks SCM SLA SMS SPoC SQL TOGAF
Description Business Continuity Management Business Continuity Plan Code of Practice for Information and Communications Technology Continuity Business Continuity Standard in the field of BCM Configuration Management Database Control Objectives for Information and related Technology Committee of Sponsoring Organisations Customer Relationship Management Database Administration Disaster Recovery Disaster recovery Plan Electronic Mail Enterprise Risk Management Enterprise Resource Planning Facsimile Full Maintenance Lease Historically Disadvantaged Individuals Hewlett Packard Information and Communication Technology Installation, Move, Addition, Change, Decommission International Organisation for Standardisation Information Technology Information Technology Infrastructure Library King Code on Corporate Governance (2009) Kilo-Volt Ampere Local Area Network Liquid Cristal Display Light Emitting Diode Management of Risk Multi-Function Printers Multiprotocol Label Switching Microsoft Certified Systems Engineer Payment Card Industry Project Management Body of Knowledge Protection of Personal Information PRojects IN Controlled Environments Remote Authentication Server Remote Desktop Protocol Reference South African National Parks Supply Chain Management Service Level Agreement Short Message Service Single Point of Contact Structured Query Language The Open Group Architecture Framework 35
BID 4/11/1/2/14-11 Outsourcing of IT Services
Abbreviation UPS VIP VPN VSAT WAN XENAPP
Description Uninterruptable Power Supply Very Important People (Executive Management of SANParks) Virtual Private Network Very small-aperture terminal (Using Satellites to relay signals) Wide Area Network Software from Citrix that eliminates the permanent installation of applications in the user's machine
36
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure B: Desktops Desktop Computers The following list represents the Desktop computer count per operating system as at 30 June 2011 Operating Systems
Count
Windows XP prof.
875
Windows 7 Prof.
481
Windows Vista
1
Windows 2000
1
Total
1 358
The ratio of Desktops vs. Laptops is estimated to be: -
Desktops
58%
-
Laptops
42%
Microsoft Office The following list represents the count of MS Office installation as at 30 June 2011 MS Office
Count
Office 2000 Premium
1
Office 2010 Prof. Plus
110
Office 2003 Prof
730
Office 2003 Standard Edition
19
Office Small Business 2003
2
Office Project 2003 Prof
2
Office Project 2003 Standard
7
Office Project 2000
1
Office Project 2002 Prof.
1
Office Project 2007 Prof.
10
37
BID 4/11/1/2/14-11 Outsourcing of IT Services
MS Office
Count
Office Projects 2007 Standard
2
Office 2007 Standard
16
Office 2007 Enterprise
10
Office 2007 Prof
261
Office Visio Professional 2007
3
Office Visio Professional 2003
8
Office XP Professional
3
38
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure C: Server Listing The following list represents the Server count per operating system as at 31 March 2011 Physical Servers
Operating System
Virtual Servers
Total
4
3
7
Windows 2003 server Standard
30
14
44
Windows 2008 Server Enterprise
28
9
37
Windows 2008 Server Standard
12
24
36
Windows Server 2000
11
1
12
Total
85
51
136
Windows 2003 Server Enterprise
39
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure D: Existing 3rd Party contractors 3rd Party Contractor
Application
Service Level Agreement
Contract Owner
Business Connection
DynamiQue
No
SANParks
Cisco
Hardware
Yes
Datacentrix
Xenapp
Xenapp
No
SANParks
Datacentrix Solutions
Great Plains
Yes
SANParks
Datacentrix Solutions
BI
Yes
SANParks
Dlink
Hardware
No
Datacentrix
Electrilabs
UPS
No
SANParks
Ezdetach
License fee only
No
SANParks
GIMS
GIS
No
SANParks
HP
Hardware
Yes
Datacentrix
Metastorm
Metastorm
Yes
SANParks
Metrofile
Storage
No
Datacentrix
MTN
Communications
No
Datacentrix
Nomad
Credit Card System
No
SANParks
Dumel – Project Management Office Software
Projects
Yes
SANParks
Rightfax
Fax
No
SANParks
RTTS
RoomSeeker
Yes
SANParks
Seven C
Webhosting
Yes
SANParks
Star
Printers
No
SANParks
Telkom
Communications
No moving to Yes
Datacentrix moving to SANParks
MTN Business
Internet
Yes
Datacentrix
40
BID 4/11/1/2/14-11 Outsourcing of IT Services
Memex
Crime Intelligence
Yes
SANParks
Mimecast
E-mail Archiving
Yes
Datacentrix
Broadlink
Internet / Communications
Yes
Datacentrix
Epson
Printers
Yes
Datacentrix
Microsoft
Enterprise agreement
Yes
Datacentrix LAR
41
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure E: Geographic Locations List of sites The table below contains a list of the SANParks Offices and sites for which the Preferred Bidder will provide services for. The distribution of desktops, servers and printers is illustrated for each region and site.
Windows XP
Windows 7
Tourism
Admin
Computer
Notebook
Server
Pretoria 13 x Workstations
146
135
41
240
122
146
114
Samrand (DR Site)
-
-
-
-
-
-
8
Northern Parks (Free State, North West & Limpopo)
55
24
19
60
51
28
-
Golden Gate – Brandwag Hotel (Clarens)
8
4
8
4
12
-
-
Golden Gate - Glen Reenen (Clarens)
7
1
7
1
8
-
-
Golden Gate – Gladstone (Clarens)
16
3
-
19
10
9
-
Mapungubwe (near Mussina)
10
9
3
16
10
9
-
Marakele (near Thabazimbi) (4 sites)
14
7
1
20
11
10
-
Arid (Northern Cape)
60
38
16
82
58
40
-
Augrabies
8
6
4
10
11
3
-
Kgalagadi – Mata Mata
3
-
1
2
3
-
-
Kgalagadi – Nossob
3
-
1
2
3
-
-
Kgalagadi – Twee Rivieren
9
12
2
19
12
9
-
Kimberley
8
6
-
14
7
7
-
Mokala – Lillydale
3
-
1
2
1
2
-
Mokala - Mosu
9
3
5
7
6
6
-
11
3
-
14
7
7
-
Region
Namaqua
42
BID 4/11/1/2/14-11 Outsourcing of IT Services
Windows XP
Windows 7
Tourism
Admin
Computer
Notebook
Server
Richtersveld
3
8
2
10
8
3
-
Upington
3
-
-
3
-
3
-
134
40
24
151
103
72
-
11
-
1
10
5
6
-
Agulhas - Bosheuwel (Bredasdorp) 1 x Windows 2000 OS
8
8
-
17
13
4
-
Bellville
4
1
-
5
2
3
-
Bontebok - Swellendam
7
3
3
7
7
3
-
Boulders
2
-
-
2
1
1
-
Cape Point – Buffelsfontein (Homestead)
5
-
5
-
5
-
-
14
3
-
17
11
6
-
SANBI – Botanical Gardens
6
1
-
7
2
5
-
Table Mountain – Bosdorp (Tokai)
8
1
-
9
-
9
-
10
2
-
12
8
4
-
Table Mountain – Mount Pleasant
9
2
-
11
8
3
-
Table Mountain – Newlands
1
3
-
4
1
3
-
Table Mountain – Orangekloof
6
-
-
6
4
2
-
Table Mountain – Simons Town / Signal hill
5
3
-
8
7
1
-
11
1
-
12
3
9
-
Table Mountain – Wash houses (Tamboerskloof)
6
-
5
1
3
3
-
Tankwa Karoo
5
3
2
6
4
4
-
Travel Trade (Cape Town)
4
2
6
-
6
-
-
Region
Cape and West Coast Agulhas
Cape Point – Klaasjagersberg
Table Mountain – Kloofnek
Table Mountain – Tokai
43
BID 4/11/1/2/14-11 Outsourcing of IT Services
Windows XP
Windows 7
Tourism
Admin
Computer
Notebook
Server
West Coast
9
6
-
15
10
5
-
West Coast – Geelbek
3
1
2
2
3
1
-
Westlake
22
7
-
29
15
14
6
Phalaborwa
30
9
8
31
22
17
-
Kruger Park North
47
23
39
31
47
23
-
Bateleur Camp
3
-
3
-
2
1
-
Giriyondo Gate
1
1
2
-
2
-
-
KNP Rangers North not associated with a camp Mahlangeni Pafuri Shangoni Houtboschrand Vlakteplaas Woodlands
1 1 1
1 1 1 1 1 -
-
1 1 2 2 1 1
1 -
1 1 2 1 1 1
Letaba Camp & Ranger
11
5
6
10
12
4
-
Mopani Camp & Ranger
8
4
7
5
10
2
-
Olifants Camp & Ranger
6
-
3
3
5
1
-
Pafuri Gate
1
-
1
-
1
-
-
Punda Maria Camp
3
2
5
-
4
1
-
Punda Maria Gate
3
2
3
2
2
3
-
Shimuwini Camp
2
-
2
-
1
1
-
Shingwedzi Camp & Ranger
4
4
5
3
5
3
-
Sirheni Camp
2
-
2
-
2
-
-
155
101
31
225
108
148
5
77
17
74
20
77
17
-
Region
Skukuza KNP South
44
-
BID 4/11/1/2/14-11 Outsourcing of IT Services
Windows XP
Windows 7
Tourism
Admin
Computer
Notebook
Server
10
2
11
1
10
2
-
Biyamiti Camp
3
-
3
-
2
1
-
Crocodile Bridge Camp, Gate & Ranger
7
-
6
1
6
1
-
KNP Rangers South associated with a camp Nwanetsi Tshokwane Kingfisherspruit Stolsnek Malelane
1 1 -
1 1 1 1
1 -
1 1 1 1 1
1 -
1 1 1 1 1
Kruger Gate
3
1
4
-
4
-
-
Lower Sabie Camp & Ranger
5
3
6
2
7
1
-
Malelane Gate
5
2
4
3
6
1
-
Numbi Gate
3
-
3
-
3
-
-
12
-
12
-
12
-
-
Phabeni Gate
6
-
6
-
6
-
-
Pretoriuskop Camp & Ranger
5
2
6
1
6
1
-
13
3
9
7
12
4
-
3
-
3
-
2
1
-
Knysna
36
22
-
58
27
31
1
Knysna – Royal Hotel
25
22
-
47
21
26
1
Thesens Island – Estuary (Knysna)
11
-
-
11
6
5
-
Garden Route
49
31
11
69
46
34
-
Bloukrans (Plettenberg Bay)
2
7
-
9
7
2
-
Diepwalle (Knysna)
2
1
-
3
1
2
-
Farleigh (Karatara / Sedgefield)
5
5
-
10
3
7
-
Region
Berg-en-Dal Camp
Orpen Camp & Gate
Satara Camp & Ranger Talamati Camp
45
-
BID 4/11/1/2/14-11 Outsourcing of IT Services
Windows XP
Windows 7
Tourism
Admin
Computer
Notebook
Server
4
2
-
6
1
5
-
Rondevlei (Sedgefield)
8
4
-
12
7
5
-
Tsitsikamma Camp (Stormsriver)
6
-
-
6
2
4
-
Tsitsikamma Gate (Stormsriver)
10
5
7
8
11
4
-
Wilderness
12
7
4
15
14
5
-
Frontier
64
34
21
78
55
44
-
Addo Elephant 1 X Windows Vista
28
12
9
32
26
15
-
Addo – Mathyolweni (Colchester)
2
2
4
-
4
-
-
Addo – Woody Cape (Colchester)
4
-
-
4
4
-
-
Camdeboo (Graaf Reinett)
8
3
-
11
4
7
-
Karoo (Beaufort West)
9
10
6
13
10
9
-
Mountain Zebra (Cradock)
8
6
2
12
6
8
-
Nelson Mandela Metropolitan University (Port Elizabeth)
5
1
-
6
1
5
-
875
481
284
1074
731
614
134
Region
Stormsriver Village NMMU Saasveld (George) Natures Valley (Plettenberg Bay)
Total for SANParks
46
BID 4/11/1/2/14-11 Outsourcing of IT Services
Maps National Map
1.
Addo Elephant National Park
11. Marakele National Park
2.
Agulhas National Park
12. Mountain Zebra National Park
3.
Augrabies National Park
13. Namaqua National Park
4.
Bontebok National Park
14. Richtersveld National Park
5.
Golden Gate National Park
15. Table Mountain National Park
6.
Karoo National Park
16. Tankwa Karoo National Park
7.
Kgalagadi Trans-frontier Park
17. Tsitsikamma National Park
8.
Knysna Lake & Forest
18. Mokala National Park
9.
Kruger National Park
19. West Coast National Park
10. Mapungubwe National Park
20. Wilderness National Park
47
BID 4/11/1/2/14-11 Outsourcing of IT Services
Kruger National Park Map
48
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure F: WAN Schematics WAN Current
49
BID 4/11/1/2/14-11 Outsourcing of IT Services
VSAT
50
BID 4/11/1/2/14-11 Outsourcing of IT Services
Samrand (Hosted)
51
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure G: LAN Schematics Pretoria: Head Office Campus
52
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Skukuza Campus
53
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Phalaborwa Gate Campus
54
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Westlake Campus
55
BID 4/11/1/2/14-11 Outsourcing of IT Services
Garden Route: Knysna Campus
56
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Berg-en-Dal Camp
57
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Crocodile Bridge Camp and Gate
58
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Kruger Gate
59
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Letaba Camp
60
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Lower Sabie Camp
61
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Malelane Gate
62
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Mopani Camp
63
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Numbi Gate
64
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Olifants Camp
65
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Orpen Camp and Gate
66
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Pafuri Gate
67
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Phabeni Gate
68
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Pretoriuskop Camp
69
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Punda Maria Camp
70
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Punda Maria Gate
71
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Satara Camp
72
BID 4/11/1/2/14-11 Outsourcing of IT Services
KNP: Shingwedzi Camp
73
BID 4/11/1/2/14-11 Outsourcing of IT Services
Arid: Augrabies
74
BID 4/11/1/2/14-11 Outsourcing of IT Services
Arid: Kgalagadi – Twee Rivieren
75
BID 4/11/1/2/14-11 Outsourcing of IT Services
Arid: Kimberley Offices
76
BID 4/11/1/2/14-11 Outsourcing of IT Services
Arid: Richtersveld (Sendelingsdrift)
77
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Agulhas
78
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Bellville
79
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Bontebok
80
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Boulders
81
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Cape Point - Homestead
82
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Cape Point - Klaasjagersberg
83
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Table Mountain – Kloofnek (Tamboerskloof)
84
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Table Mountain – Mount Pleasant
85
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Table Mountain – Newlands
86
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Table Mountain – Orangekloof
87
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Table Mountain – Silvermine
88
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Table Mountain – Simons Town / Signal Hill
89
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Table Mountain – Tokai / Bosdorp
90
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: Reservations Office / Travel Trade (Cape Town)
91
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: SANBI offices (Kirstenbosch Botanical Gardens)
92
BID 4/11/1/2/14-11 Outsourcing of IT Services
Cape: West Coast Admin (Langebaan)
93
BID 4/11/1/2/14-11 Outsourcing of IT Services
Frontier: Addo Mathyolweni
94
BID 4/11/1/2/14-11 Outsourcing of IT Services
Frontier: Addo Elephant
95
BID 4/11/1/2/14-11 Outsourcing of IT Services
Frontier: Camdeboo
96
BID 4/11/1/2/14-11 Outsourcing of IT Services
Frontier: Karoo
97
BID 4/11/1/2/14-11 Outsourcing of IT Services
Frontier: NMMU (Port Elizabeth)
98
BID 4/11/1/2/14-11 Outsourcing of IT Services
Garden Route: Knysna Estuary – Thesens Island
99
BID 4/11/1/2/14-11 Outsourcing of IT Services
Garden Route: Tsitsikamma Camp – Admin Offices
100
BID 4/11/1/2/14-11 Outsourcing of IT Services
Garden Route: Tsitsikamma Gate
101
BID 4/11/1/2/14-11 Outsourcing of IT Services
Garden Route: Wilderness
102
BID 4/11/1/2/14-11 Outsourcing of IT Services
North: Golden Gate – Brandwag Hotel
103
BID 4/11/1/2/14-11 Outsourcing of IT Services
North: Golden Gate – Gladstone Admin Office
104
BID 4/11/1/2/14-11 Outsourcing of IT Services
North: Golden Gate – Glen Reenen Camp
105
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure H: Desktop Equipment Procurement The table below represents a summary of Desktop Equipment procured by SANParks over a period of 3 years: Type
Model
Qty
Computer
Workstation (Virtual PC)
Computer
SPC1 - Core 2 Duo E7500 320GB 2GB DDR3 (1x2GB) DVDRW LS 10/100 K+M Windows 7 PRO 32, 3 Year Warranty, Power Cable, Keyboard, Mouse
393
SPC2 - Core 2 Duo E7500 320GB 2GB DDR3 (1x2GB) DVDRW LS 10/100 K+M Windows 7 PRO 32, 3 Year Warranty, 1 Serial Card, Power Cable, Keyboard, Mouse
49
PPC1 - Intel Core2 Duo E8400 320GB HDD SATA 3.5Gb/s DVD+/-RW (SM) 2GB, PC3-10600 DDR3 1333 (dl ch) W7, 3 Year Warranty, Power Cable, Keyboard, Mouse
38
PPC2 - Intel Core2 Duo E8400 320GB HDD SATA 3.5Gb/s DVD+/-RW (SM) 2GB, PC3-10600 DDR3 1333 (dl ch) W7, 3 Year Warranty, 1 Serial Card, Power Cable, Keyboard, Mouse
6
WSTN – Work Station, Intel Core i7, 8GB RAN, 2 x 1 TB HDD, NVIDIA 310 DP SHx16 Graphics Card, Keyboard, Mouse, Media Card reader, Windows pro 32/64 bit, SATA Cable, 2nd CMT Cable Kit, Power Cable, 3 yr Warranty
4
25
Docking Station
Docking Stations for Laptops USB port replicator
Hard Drive – External
HDD1 External 320 GB - 2.5 inch, USB Powered Portable
Notebook
23 30
HDD2 External 500 GB - 2.5 inch, USB Powered Portable
10
HDD3 1TB - Black USB Powered Portable (Includes Backup, Sync and Encryption Software)
22
HDD4 1TB 3.5 inch, Desktop Unit
7
HDD5 2TB 3.5 inch, Desktop Unit
18
HDD6 3TB 3.5 inch, Desktop Unit
4
ENB1 - Intel Core i3-2310M, 3GB 1333 DDR3 (1 x 1GB + 1x2GB), HDD 320G 7200RPM,DVDRW LS, 15.6" HD(1366 x 768) AG + CAM, FPR, 56K, WWAN, WLAN 802.11 b/g/n, Win7, Basic Carrying Case, 3 Year Warranty, Travel Mouse, Targus
106
447
BID 4/11/1/2/14-11 Outsourcing of IT Services
Type
Model
Qty
secure defcon cable lock combination ENB2 - Intel Core i3-370M , 2048MB DDR3 1333MHz 1 DIMM, 320GB 7200rpm, DVD+/-RW DL LS, 15.6 HD LED + CAM, Intel 802.11 b/g/n, BT,FPR,56K,Win 7 Pro,OFC ready 09, Numeric Keypad, 1GB DDR3 1333 PC3-10600 Memory Module, Basic Carrying Case, 3 Year Warranty, Travel Mouse, Targus secure defcon cable
Monitor
Plotters
Printers
7
SFF – Intel Core i7, 4096MB, 160GB HDD, 12.1” Screen, DVD =/RW, Camera, Wireless 802.11, Win 7 Pro 32, Bag, Travel Mouse, 3 Year Warranty
11
Notebook WSTN – Work Station Intel Core i7 (4M Cache, 2.66 Ghz) 15.6” FHD (1920 x 1080), 8GB DDR3 1333 MHz RAM, 500 GB HDD, DVD BD ROM, Dedicated Nvidia Quadro FX 880M with 1 GB GDDR3, Windows 7 Pro 64, Wireless 802.11 a/b/g/nm BT, Webcam, Finger Print reader, Full size Keyboard, Numeric Keypad, 8cell battery, Bag, 3 yr warranty
6
LCD / LED Monitor 17” wide
85
LCD / LED Monitor 19” wide
263
PLT1 – A1 Plotter
1
PLT2 – A0 Plotter
1
P1 Inkjet Printer Entry Level specification Black 32 ppm, Colour 31 ppm, 32MB, 4800 x 1200 dpi, USB, 250 Sheet Paper tray
60
P2 Multi-function Laser Printer 18ppm black, copy, fax, scan, sheet feed, 1200 x 1200 dpi, host-based printing, USB-2, 32MB Ram, 500 page fax memory, 250 sheet media input tray, Quick dialling up to 120 numbers, Duty cycle 8000 ppm, recommended volume 500 – 2000 ppm
37
P3 Laser Printer A4 up to 25 ppm, 32MB RAM, 600 x 600 dpi, 250 sheet input, 150 sheet output bin, PCL5E, USB, 10/100 Ethernet, Duplex
7
P4 Laser Printer A4 up to 33 ppm, 128MB RAM, 1200 x 1200 dpi, 250 sheet input, 150 sheet output bin, PCL5E, USB, 10/100 Ethernet, Duplex
55
P5 Multi-function Laser Printer 26ppm black, copy, fax, scan, sheet feed, 1200 x 1200 dpi, host-based printing, USB-2, 64MB Ram, 600 page fax memory, 250 sheet media input tray, Quick dialling up to 120 numbers, Duty cycle 8000 ppm, recommended
4
107
BID 4/11/1/2/14-11 Outsourcing of IT Services
Type
Model
Qty
volume 500 – 2000 ppm
UPS
P6 Inkjet Multi-function Printer Black text A4 up to 35 ppm, Mixed text/colour graphics A4 up to 34 ppm, print colour up to 4800 x 1200 optimised dpi, HP PCL 3, Standard 35 sheet input, automatic duplex, USB 2.0, Ethernet, 50 ADF, PictBridge, RJ-11 fax, Card slots
12
P7 Inkjet Printer Laser Quality Speed Black up to 7 ppm, Laser Quality Speed Colour up to 7 ppm, Black: Maximum 32 ppm, Colour Maximum 31 ppm, USB, Ethernet, PCL3, 32MB RAM
16
P8 Colour Multi-function Laser Printer Print, Copy, Scan - Prints black text up to 20ppm, Colour images up to 20ppm, 1200dpi effective resolution, 125 sheet input, 50 sheet ADF, optional 2nd 250 sheet input, flatbed and ADF colour scanning, copy up to 19cpm, manual duplex printing, 96MB RAM, USB-2 and built-in 10/100 wired Ethernet
15
P10 Laser Printer A4 black up to 40 ppm, 128MB RAM, from 300dpi up to 1200 dpi, PCL5e, PCL6, Postscript level 3 emulation, 100 sheet tray 1 plus 500 sheet tray 2, USB-2 port, Gigabit, embedded NIC, Auto duplex unit
21
Thermal slip printer Epson USB POS with Power Supply and cord 3 year warranty
62
600VA
48
108
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure I: SANParks Official Gate Times The times listed below are based on the gate times of the Kruger National Park which represents the worst case scenario of operations at Tourism sites. The successful service Provider should be able to provide a supportive service from 30 minutes prior to Gate opening times and the service should continue for an hour beyond the Gate closing times to allow for the Tourism operations to finalise their day’s activities. Dates
Opening Time
Closing Time
1 November – 28/29 February
05:30
18:30
1 March – 31 March
05:30
18:00
1 April – 30 April
06:00
18:00
1 May – 31 July
06:00
17:30
1 August – 30 September
06:00
18:00
1 October – 31 October
05:30
18:00
In addition the successful service provider should note that SANParks operates a hotel business at Golden Gate National Park which will be expanded to two sites in the Kruger National Park in future. A Hotel operation requires 24 hour support and the bidder must take note of this requirement.
109
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure J: Section A - Certification and Standards Certification / Standard e.g. ITIL3
Purpose of Certification / Standard
Relevance i.r.o Service Delivery to SANParks
Service delivery governance Certification
Defines the service delivery governance model that will be used in the SLA
110
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure K: Section A - Skills Skill
e.g. MSCSE
Description of Skill
Relevance i.r.o Service Delivery to SANParks
Microsoft Certified Service Engineer
As SANParks is a predominantly Microsoft environment, all Engineers on the SANParks account will have a MSCSE qualification
111
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure L: Section B - Certification and Standards Certification / Standard e.g. HP Gold Partner
Purpose of Certification / Standard
Relevance i.r.o Service Delivery to SANParks
Defines the level of support for HP products and solutions
Since Company A is responding on HP equipment this certification enables us to make good coffee
112
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure M: Section C - Certification and Standards Certification / Standard e.g. BS 25999
Purpose of Certification / Standard
Relevance i.r.o Service Delivery to SANParks
Guidance for Business Continuity management
As your DR partner we need to provide you with comfort that we comply with the best practices in Business Continuity Management
113
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure N: Section A – Responses The following table is to assist bidders in consistent responses to the tender. All items are to be read in conjunction with the detail as contained in this document elsewhere. Para
Description
2.1.2
2.1.3.1 a) b) c) d) e) f) g) 2.1.3.2 a) b) c) d)
Comply (Yes / No)
Cross Reference
Comments
Dispersed Sites Head Office Skukuza Westlake / Tokai Manor Knysna Phalaborwa Tourism Sites – High Impact Tourism Sites – Medium Impact Tourism Sites – Lower Impact Other Sites – High Impact Other Sites – Medium Impact Other Sites – Lower Impact Other Sites – Single user VIPs Governance Innovation Service Desk SPoC Call centre / Ticket Tracking Tools Incident capture capabilities First-line resolution Escalation After-hour support Reporting – 4 business units Desktop Services Backup, restore and system tuning Hardware and Software support: Desktops, Notebooks, Printers and Peripherals Data access security Support and maintenance of all core applications
114
BID 4/11/1/2/14-11 Outsourcing of IT Services
Para
Description
e) f) g) 2.1.3.3 a) b) c) d) e) f) g) h) i) j) k) l) m) n) o) p)
q) r) s) t) 2.1.3.4 a) b) c) d) e) f) g) h)
Comply (Yes / No)
Cross Reference
Comments
Central user database Software licensing support Identify Training requirements LAN and related security Installation and configuration of LAN based equipment Preventative maintenance of LAN equipment Hardware maintenance for switches, modems, etc. IMACDs for LAN equipment Install, evaluate and manage LAN Management tools Consulting service on communication protocols and systems Document LAN operations, procedures and services Document LAN based application procedures that affect operations Provide documented standards for hardware configurations Maintain documentation of switch configurations Maintain LAN network diagrams for supported locations Maintain LAN procedure documentation Monitor performance of the WAN and LANs internally and benchmark activities Participate in LAN/WAN design Participate in projects that involve or impact the supported network technologies Assist in the coordination and ordering of all LAN network hardware, maintenance, installation, de-installation, adds, moves, changes and end user training and support Ensure that international best practices and standards are applied throughout the services provided Remote Access management Authentication / Directory services End Point protection Server Management Server availability 24x7x365 Hardware / Software maintenance Server based software licenses are managed and reviewed Software / Firmware upgrades Resource data gathering is undertaken for capacity planning Operations Manual as definitive reference library Regular Capacity planning Logging of changes by key staff on servers
115
BID 4/11/1/2/14-11 Outsourcing of IT Services
Para i) j) k) l) m) n) o) p) q) r) s) t) u) v) 2.1.3.5 a) b) c) d) e) f) 2.1.3.8 a) b) c) d) e) f) g) h) i) j) k) l) 2.1.3.9 a) b)
Description
Comply (Yes / No)
Cross Reference
Comments
Logging of access by key staff to servers System tuning Virus protection Facilities are planned and managed Regular Contingency planning Support of server platforms Performance analysis Thresholds determined and measured Backups of servers and other data Physical access control UPS monitoring Air conditioning monitoring Virtual server and EVA management Xenapp Database Administration Consulting services for SQL Consulting services for SSRS Data warehouse administration Logging of changes in Databases by Key IT staff Logging any high level access to Databases Backups Service Levels 24 hour business 7 days per week tourism business 5 days per week other business 7 days per week Tourism user support 5 days per week user support Service interruptions dependent on 3rd party resolution VIP support Call logging Server uptime LAN uptime Backups Disaster Recovery Service Level reporting Performance measurement and reporting Monthly SLA meetings
116
BID 4/11/1/2/14-11 Outsourcing of IT Services
Para
Description
c) d) e) 2.1.3.10 2.1.3.11 a) b) c)
Quarterly joint Strategy meetings Weekly operational meetings Project meetings when required Vendor Support Technology Current research and development strategy Best practice Data and Voice convergence IPS and IDS DLP
Comply (Yes / No)
Cross Reference
Comments
117
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure O: Section B – Responses The following table is to assist bidders in consistent responses to the tender. All items are to be read in conjunction with the detail as contained in this document elsewhere. Para 2.2.3
2.2.4.2 a) b) c) d) e) f) g)
Description
Comply (Yes / No)
Cross Reference
Comments
Dispersed Sites Head Office Skukuza Westlake / Tokai Manor Knysna Phalaborwa Other Sites – Large Other Sites – Medium Other Sites – Small Other Sites – Single user Service Levels Monthly Reporting Advance user warning of imminent equipment replacement Asset updates Monthly cost allocation Emergency replacement of equipment on failure Dead on Arrivals Delivery of standard equipment on request
118
BID 4/11/1/2/14-11 Outsourcing of IT Services
Annexure P: Section C – Responses The following table is to assist bidders in consistent responses to the tender. All items are to be read in conjunction with the detail as contained in this document elsewhere. Para 2.3.3 a) b) c) d) e) f) g) 2.3.4.1 a) b) c) d) e) f)
Description
Comply (Yes / No)
Cross Reference
Comments
Track record Retention of existing clients SLA reporting Physical environment Physical access Logical access References Other Service Levels Uptime of SQL and App Servers (4 each) Speed of duplicating / cloning Virtual App Servers Speed of making virtual environments available on request Speed of making Disk space available on request Testing of DR environment Other SLAs
119
