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1 Introduction
This Request for Proposals (RFP) is to invite proposals to enter in to a contract from interested Vendors
(PROVIDER) to provide a all-encompassing solution for Customer Relation Management Solution to
supplement its commercial operations.
The remainder of this document provides additional information and detailed requirements to facilitate
interested vendors to submit a proposal for further evaluation and possible award of the contract.
2 Pre Requisite
Prior experience in implementing CRM solution for medium sized full service carrier Airlines is
preferred. Vendors should provide Airline References as part of the proposal.
3 Existing System
Client is currently using the Sabre Reservation Host, Sabre Departure Control System (SSCI) and Sabre
Sonic Internet and Mobile Booking Engines (SaaS Model). Client is hosted on Amadeus Crane System
for Loyalty Management. Client corporate website is hosted on Drupal CMS, use Google Analytics (GA)
and Google Tag Manger (GTM) for tracking of web traffic and further analysis.
4 Objectives:
1. To implement an end to end Customer Relation Management solution to optimize business
processes in the Marketing, Sales and Service Departments.
2. To facilitate personalized interaction between the airline and the customer based on his needs
and preferences and thru web and mobile channels.
3. To lower process costs in customer relationship management.
4. To obtain single view of the customer irrespective of various interaction touch points to improve
customer loyalty and to better understand the customer needs.
5 Requirements Specifications
The requirement specifications listed in subsequent pages represent functions, characteristics and
features of the expected system. The contract will be awarded to the most competitive PROVIDER who
is capable of implementing a solution that is beneficial to Client in terms of efficiency, effectiveness,
reliability, security and performance and aligned to the Objectives of the airline.
Please respond to each and every item by explicitly stating fully compliant (FC), partly compliant (PC) or
not compliant (NC). Where requested to do so, please provide additional details/documentation in the
proposal. Incomplete response may result in rejection of the proposal.
While answering, please make sure the same layout and order of the requirement specification is
followed.
FR-18 Provide the training and handholding offerings as part of the proposal.
5.1.7 Analytics
FR-79 Does your solution support the development, management and tuning of Predictive Models?
FR-80 If your proposed solution has predictive data mining and scoring capabilities please describe
them.
FR-81 Does your solution provide the ability to use static scores created externally to the solution i.e.
scores calculated by any Statistical Analytics tool.
FR-82 Can your solution utilize PMML to score in Real Time?
FR-83 Does your solution have the ability for self-learning adaptive models to be updated in an offline
fashion?
FR-84 The solution should provide reporting to monitor performance of self-learning adaptive models.
5.1.13 Reports
FR-144 The solution should provide a Data visualization capability?
FR-145 The solution should provide 20 out-of-the-box performance MI / reports?
FR-146 The solution should provide 20 out-of-the-box operational MI / reports?
FR-147 The solution should allow extracts of operational data to be taken directly from the product into a
separate data warehouse for subsequent BI Analysis.
FR-148 The solution should support user definable/configurable reports.
FR-149 The solution should support the output of data in common formats e.g. excel, csv for further
analysis.
FR-150 The solution should provide us with the ability to assess the performance of a decision over time
(e.g. preferred customer offer, actual customer offer, customer decision, final outcome).
5.2.1 General
NFR-1 PROVIDER shall specify and list any awards, approvals or recognitions received from the
certifying authorities or organizations in the Online Reservation Systems and provide as
appendix with the proposal.
NFR-2 Provide reference customer list as appendix with the proposal. Please include the airline name,
website address, products, contact name, contact number and email address for each airline.
NFR-3 The solution shall be flexible to support and accommodate customizations to suite industry and
local regulatory compliances. PROVIDER should maintain appropriate and necessary contact
with relevant industry standards bodies, creating systems specifications, proposing test scripts
and developing a plan for deployment of any relevant industry changes necessary for Services
to comply with industry standards in a timely manner.
NFR-4 PROVIDER is responsible for providing and agreeing with CUSTOMER a change management
process to allow the design, specification, development, proposed test scripts and deployment
of Community driven changes to the Services that benefit CUSTOMER.
NFR-5 PROVIDER agrees to deliver free of charge of all agreed Community driven Service
enhancements.
NFR-6 PROVIDER agrees to deliver free of charge of all Service enhancements required by industry
bodies for industry compliance.
NFR-7 PROVIDER will not force CUSTOMER to accept changes in Services without appropriate
compensation.
NFR-8 CUSTOMER at its sole discretion will make the decision to move from one version or release of
the Services to another version or release of the Services.
NFR-9 PROVIDER will cover all CUSTOMER costs associated with move from one version of Services to
another, should a move be deemed necessary by PROVIDER.
NFR-10 Should CUSTOMER elect not to move to a newer version or release, PROVIDER warrants that it
will maintain full support and maintenance for the version that CUSTOMER is using?
NFR-11 System shall use available technologies to improve its operational efficiency, productivity and
response time.
NFR-12 Usage of proprietary technologies or protocols should be avoided unless it is unavoidable due
to valid reasons.
NFR-13 PROVIDER is required to provide full details about the solution architecture.
NFR-14 Data model should not impose any restrictions or hindrance to the future extensions and
enhancements of the system.
NFR-18 It is preferable to use colors and other visible indications to highlight the mandatory/critical
information and inputs.
NFR-19 System shall feature minimum number of input actions from users to complete and action and
provide context sensitive help to assist with all critical input actions.
NFR-20 Maintain consistency between information display and persistent data (optimum screen
refresh rate)
NFR-21 System shall warn the users through alerts prior to any trivial and destructive actions.
NFR-23 This shall include any specific hardware / software components and protocols
NFR-25 System shall retail audit trail for transactions and allow the concerned user groups to access
this information as and when required.
NFR-26 The system shall run on secure http rather than http
5.2.7 Performance
NFR-27 System will ensure that all Services provide a measurable response time of less than 1.5
seconds, 24 hours x 7 days x 365 days a year for all Users.
NFR-28 Increase in concurrent users shall not have any significant adverse effect on system
performance.
NFR-29 System performance shall not degrade if up to 20% more users\data are added to the system.
NFR-30 System shall handle resource locking gracefully and shall not impose any hindrance or
interruption to the normal usage in multi-user environment.
NFR-31 PROVIDER should be ready to kick off the implementation project within 2 weeks of contract
signature and submit project plan detailing schedule, scope, communication, quality, change
management, etc in 4 weeks of contract sign off.
NFR-32 PROVIDER should include in the proposal, a high level project schedule in the proposal based
on the available information in this RFP, listing major milestones, time line in weeks, on site/off
site.
NFR-33 PROVIDER should specify in the proposal, the effort and PROVIDER resources in person days for
all on site activities.
NFR-34 PROVIDER shall always act in respect of any matter relating to this contract, as faithful advisor
to Client and shall support and safeguard Clients legitimate interests in any dealings with the
third party.
NFR-36 PROVIDER will work efficiently and effectively for the data migration and transition from
incumbent system.
NFR-37 PROVIDER will give CUSTOMER standard test cases and scripts for review and development.
Provider should support customer for refining the standard test cases based on customer
business scenarios.
NFR-38 PROVIDER will undertake Factory Testing before releasing Services for testing by CUSTOMER.
5.2.9 Documentation
NFR-39 PROVIDER systems will include online reference material, help files and context sensitive helps.
NFR-40 PROVIDER shall provide all relevant documentations pertaining to the System implementation,
Training, Administration, Operational procedures and technical manuals.
NFR-41 All user manuals shall be in both printed hard copies and soft copies on CD media.
NFR-43 PROVIDER shall agree to provide Expected Service Availability as defined in Definition section if
Customer selects ASP model.
NFR-44 PROVIDER Shall provide Service Levels for Problem Reporting in terms of Help Desk responses
to calls and/or emails generated by Client. These include but will not be limited to response
times by severity level (Appendix B), mean time to fix and escalation.
NFR-45 PROVIDER should accept problem reporting thru email as well as direct phone call and should
get an immediate/auto response with service ticket number for tracking.
NFR-46 PROVIDER should provide access to their Help Desk/tracking system for online problem
reporting and tracking.
NFR-47 Reports to be provided /available via PROVIDER help desk system regarding problem reporting,
response time, open/closed cases, etc.
NFR-49 The available options for extended support after expiry of warranty with an AMC shall be
included with all details such as the cost, coverage period, clauses etc.
NFR-50 PROVIDER should specify the person day charges for any Custom Developments or
enhancements requested by Customer.
Cover Letter
The Proposal in detail
Statement of Compliance to this RFP
Cost of the Proposal with break downs
Proposed Project Methodology, High level project plan
Project Team structure and profile.
Assumptions, Exclusions and Constraints.
Customer References
Implementation experience
The PROVIDER shall describe in detail its understanding of the projects scope of work and the PROVIDERs
concept of the methodologies used to achieve the objectives and scope described. The PROVIDERs
response shall address all specific deliverable items. The level of detail described for each item should
provide with insights into the PROVIDERs understanding of the project scope.
PROVIDER should submit the soft copy of the entire proposal in USB drive along with hard copies. A
separate spread sheet also to be included for the Requirement Compliance matrix to this RFP. The
following fields are required in the matrix.
FR/NFR reference no
In the case of any involvement of a subcontract or a joint venture, it should be clearly indicated, stating
extent of involvement as well as the subcontractors track record and experience relevant to this project.
PROVIDER is also required to suggest a Project team from Client with expected Roles, responsibilities
and any other requirements.
If more than one option is included, costs should also be broken down and shown accordingly. Basic
offering and optional offerings to be specified correctly in the proposal. Also The PROVIDER shall make
sure to quote the optional components (if specifically mentioned in the Functional Requirements list)
separately, if it incurs additional cost in the proposal.
The proposal should contain technical and commercial details for deploying the solution at Client
locations/data centers as well as Application Service Provider [ASP] model, hosted at PROVIDER
locations/data centers.
6.8 Warranty
The PROVIDER shall specify the warranty on all components of the solution that they implement under
the scope of this tender. The warranty period shall commence on the date of issuing the Acceptance
Certificate. The PROVIDER shall replace any supplied hardware/software components reported
faulty/malfunctioning during the warranty period within 48 hours. Also the PROVIDER to provide costs
for maintenance and support related services available after the warranty period.
Industry Standard Means those standards used in the airline industry including those published
by IATA, ATPCO, OTA, ATA, AEA, OpenAxis and other airline representative
bodies as well as other bodies necessary for the airline to conduct their
business such as PCI standards.
Planned Downtime Means 60 minutes or less in any given 30 day period, unless agreed in writing
by CUSTOMER in advance and is the amount of time the PROVIDER has to
upgrade and maintain Services at which times the Services may be unavailable
to CUSTOMER Users.
PROVIDER Services or Means the Services made available to the CUSTOMER pursuant to the Contract
Services
A Severity 1 Problem or Severity 1 Incident is where any Service or Services that has or have a critical
business impact is or are not available to User or large groups of Users. The User(s) have no alternatives
to undertake critical business functions.
ii. Severity 2
A Severity 2 Problem or Severity 2 Incident is where any Service or Services that has or have a critical
business impact is or are not available to User(s) or large groups of Users. Users do have alternatives
available and workarounds to be able to undertake critical business functions.
iii. Severity 3
A Severity 3 Problem or Severity 3 Incident is where any Service or Services have a minor impact on
functions performed by Users.
iv. Severity 4
A Severity 4 Problem or Severity 4 Incident is any other Service degradation not covered by definitions
of Severity 1-3 Problems.