ROAD ACCIDENT FUND VENDOR BRIEFING SESSION RFP: RAF/ 2012 /00006

Presenter: Anna Mosupyoe and Peter Letoaba Date: 23 January 2012 Time: 10:00

Overview
Background Evaluation Criteria Submission of bid responses Disqualification of bids Procurement Administration Purpose of the RFP Questions and Answers

Background

RFP: RAF/2012/00006: Request for proposals for the appointment of a service provider to provide SAP support to RAF for a period of 3 years. Advertised on 13 January 2012 Closing on 03 February 2012

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Evaluation Criteria

Evaluation will be based on 90/10 PPPFA system

Criteria Price Participation goals Total Points 90 10 100

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Evaluation Criteria
Mandatory requirements The service provider must be a SAP South Africa certified partner. Please attach letter from SAP as proof that the company is a SAP South Africa certified partner. The service provider must be SAP ECC6 certified. Please attach letter from SAP as proof that the company is SAP ECC6 certified.

The service provider must support all modules indicated Please attach a letter to confirm that the company can support all modules indicated and provide a list of references were the company have supported the modules.

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Evaluation Criteria (continue)

Functional criteria Experience of the Company Please provide RAF with references were similar support services have been rendered the reference should be in the same size as the RAF (+_ 2000 employees) and the service rendered must be on modules indicated in the tender The reference should include the following: Company name Type of Support service Contact person Contact person e-mail address and contact number. 25% Weightings

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Evaluation Criteria continue

Functional criteria Delivery Capabilities The service provider must submit CVs of resources that will be used in the project and indicate were will they be utilized. Off site support The service provider must provide CVs of resources that are off site and the CVs must indicate the number of years experience in support services and the level of K accreditation. On Site Support The onsite resource must have a minimum of K3 accreditation and 3 years experience in support services. Weightings

25%

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Evaluation Criteria continue

Functional criteria Project Management Weightings

The service provider must provide RAF with the project management plan of how the required SAP support services will be delivered to the RAF. The plan should include for example the following: A formal methodology Resource management Project tracking and progress reporting Incident management Change management and control; and all requirements that are required for the project.

15%

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Evaluation Criteria continue

Functional criteria Training Weightings

The service provider should develop a training plan on how the training will be conducted over a period of 3 years which will includes all the modules listed in paragraph 3.5 page 49 to 52 of the tender document

20%

Site Visit Total

15%
100%

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Submission of bid responses

Original signed bid document 4 hard copies Submitted in sealed envelopes Each schedule must be clearly distinguish, indexed and all pages numbered

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Disqualification of bids
Bidders shall be disqualified if they fail to: Submit a valid and original tax clearance certificate Complete questionnaires in full Submit true and correct information Comply with mandatory requirements Comply with prescribed response format

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Administration
RFP Closing Date: 03 February 2012 @11H00 Venue: RAF Menlyn Reception 38 Ida street Menlo Park Pretoria Bid responses sent by courier must reach the reception at least 36 (thirty six) hours before the closing date to be deposited into the bid box Submission Register must be signed at the reception by bidder when submitting bid documents Late bids will not be considered All queries must be forwarded to annah@raf.co.za Enquiries and clarification of technical issues will close not later than 27 January 2012 @ 11H00. Important note: Please ensure that the attendance register has been signed Name of company Contact details

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Purpose of the RFP

The objective of this RFP is to source a support partner to cover all modules indicated in the tender and to provide an effective call resolution and management processes in place which should include:

The support partner is obliged to present service level policies and procedures and being able to
measure itself against the delivery. The support partner must be able to track calls, escalate important calls, communicate effectively with the RAF on progress and demonstrate how calls will be managed effectively to ensure effective call delivery. The support partner must be able to demonstrate the ability of the internal skills compliment to effectively support the scope of work. The support partner must demonstrate a process driven environment which is auditable and cover the risk to the partner and RAF effectively. The support partner must also demonstrate how calls are distinguished and cost is measured on every call to enable RAF to manage costs effectively. The support partner must support knowledge transfer and internal skills building to grow internal capability of RAF work force.

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Purpose of RFP (continue)

UNDERSTANDING OF THE RAF SERVICE EXPECTATION
As part of the service expectation the following key elements will be required to be addressed: Service level agreement Priority 1 calls resolution turnaround 4 hours Priority 2 calls resolution turnaround 16 hours Priority 3 calls resolution turnaround 24 hours

Service working hours from 8h00 to 17h00 daily where all priority one calls need to be completed
within the same day incorporating calls logged up to 2 hours before close of business. On-site support model for time spend on site for the critical functional areas named:
Basis (Onsite required) FI/CO/Treasury (Onsite Support when needed) MM (Onsite Support when needed) BW (Onsite Support when needed) XI (Onsite Support when needed) HR (Onsite Support when needed) Payroll (Onsite Support when needed)
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SKILLS TRANSFER REQUIREMENT

RAF requires the support partner to participate actively in skilling up RAF staff to provide basic
SAP support in an effective manner. Over the period of 3 years knowledge transfer of critical SAP roles must take place by assisting in the skilling of internal staff to perform SAP support and configuration on a full time base. The critical roles will involve Basis, Security (authorizations) ,FI/CO, Treasury, HR, MM, BW and XI. These critical roles can be broadened as required by the RAF and will be agreed with the support party. CONDUCT OF THE WORK

All work to be conducted in accordance with the code of ethics No service disruptions downtime is to be avoided during business hours Escalation procedures must be defined and adhered to Appropriate knowledge transfer must happen in applicable instances to enable the RAF to be
self sustainable Formal training and coaching of RAF employees needs to be embarked on to grow the RAF capability to runs the SAP systems as required

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Purpose of RFP (continue)

EXPECTED OUTCOMES AND DELIVERABLES

Effective remote support Effective on site support on request Effective management of account Sufficient reporting and tracking of calls with measurement of SLA agreement Effective enablement of RAF staff to enhance internal knowledge and capability Well documented procedures of processes.
COMPETENCY AND EXPERTISE REQUIREMENTS

Certified SAP skills to cover the scope of work Competent management skills to manage support agreement Remote and on-site support ability Call logging system to enable call tracking and call reporting

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Purpose of RFP (continue)

RAF needs support in ALL SAP Functions / Modules in the SAP Environment which also includes the following SAP areas: SAP Basis SAP Security + GRC SAP Finance / Controlling SAP Material Management SAP Plant Management SAP XI / PI SAP Portals SAP BW SAP Performance Management SAP BW / BOBJ SAP SRM SAP HR SOLMAN Note: SAP Basis is done on a continuous support agreement ( onsite ) and the rest of the SAP Areas are done based on bucket of hours.

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Purpose of RFP (continue)

RAF needs to procure SAP Support for the next 3 years which includes above
SAP Areas. The contract will be reviewed annually on the basis of performance.

Functional Support (which includes FI, MM, HR, PM, Payroll, Performance Management, etc.)
Will include: Configuration End-User Training Documentation Troubleshooting Support , etc.

Technical Support (which includes SAP Basis , ABAP, Portals & SAP PI) will include: Development Configuration System Health Checks & troubleshooting Technical Maintenance (Patches, Kernels, Transports, etc) Installations Upgrades Documentation Backups & Recovery
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Purpose of RFP (continue)

LANDSCAPE AND USER BASE

The RAF is in the business of compensating motor vehicle accident victims. It operates as an
insurer making payments to claimants and vendors with supporting back office and Human Resources functionality.

We have a license base of 600 active SAP users and 2000 employee users. The version we are running on is ECC6 with several processing partitions as explained on the
attached landscape visual below. We are running interfaces to the old Claims system which is Informix based via XI and also with the new Claims system, FINEOS which is Oracle based also via XI. There is also an automated process interfacing with our banking partner Standard Bank via XI.

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Thank you Questions and Answers

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