Request for Proposal for Managed Services for ICT

Transcription

DIST
Request for Proposal
for
Managed Services for ICT Infrastructure
23-Mar-2012
version [ v1.2 - Final ]
Reference: RFP/2012/479
Notice of Confidentiality:
This document, its appendices, and all annexes, are the property of the Office of the United Nations
High Commissioner for Refugees (UNHCR). Use of the contents of this document, its appendices,
and all annexes is provided to you for the sole purpose of responding to this Request for Proposal. It
may not be otherwise copied, distributed or recorded on any medium, electronic or otherwise without
UNHCR’s express written permission.
DIST
Table of contents
1
Introduction ................................................................................................................................. 6
1.1
1.2
1.3
1.4
1.5
2
BACKGROUND ....................................................................................................................... 6
OBJECTIVES .......................................................................................................................... 6
SCOPE OF ICT INFRASTRUCTURE MANAGED SERVICE............................................................. 6
OUT OF SCOPE INFRASTRUCTURE SERVICES ........................................................................... 7
TIMEFRAME ........................................................................................................................... 7
DIST Organizational Structure ................................................................................................... 8
2.1
2.2
2.3
2.4
2.5
2.6
2.7
2.8
3
BACKGROUND ....................................................................................................................... 8
ROLE OF DIST ...................................................................................................................... 8
PROJECT PROMETHEUS......................................................................................................... 8
ORGANIZATION FUNCTIONAL DESIGN ..................................................................................... 9
EXECUTIVE OFFICE OF THE CIO ........................................................................................... 10
TECHNICAL AUTHORITY ....................................................................................................... 10
BUSINESS RELATIONSHIP MANAGEMENT SERVICE ................................................................ 11
ICT OPERATIONS SERVICE .................................................................................................. 12
Connect & Collaborate.............................................................................................................. 15
3.1
3.2
3.3
3.4
4
BACKGROUND ..................................................................................................................... 15
OBJECTIVES ........................................................................................................................ 15
SCOPE ................................................................................................................................ 16
PROGRESS TO DATE ............................................................................................................ 16
Introduction of ICT Managed Services.................................................................................... 17
4.1
4.2
4.3
4.4
4.5
4.6
4.7
5
RATIONALE FOR MANAGED SERVICES .................................................................................. 17
MANAGED SERVICES LANDSCAPE ........................................................................................ 17
CORE INFRASTRUCTURE MANAGED SERVICES ...................................................................... 19
CORPORATE MESSAGING SERVICES..................................................................................... 20
TRANSITION TO MANAGED SERVICES ................................................................................... 20
SERVICE W INDOW ............................................................................................................... 20
GENERIC REQUIREMENTS .................................................................................................... 21
UNHCR ICT Infrastructure Landscape .................................................................................... 22
5.1
5.2
5.3
5.4
5.5
5.6
5.7
5.8
6
HIGH-LEVEL TOPOLOGY ....................................................................................................... 22
DATA CENTRE - HUBS ......................................................................................................... 22
NETWORK AND LAN ............................................................................................................ 22
DESKTOP ............................................................................................................................ 23
DISASTER RECOVERY AND BUSINESS CONTINUITY ................................................................ 23
CATEGORIZATION OF UNHCR OFFICE LOCATIONS ................................................................ 23
TARGET INFRASTRUCTURE LANDSCAPE ................................................................................ 24
OUT OF SCOPE INFRASTRUCTURE SERVICES ........................................................................ 24
Data Centre Service Scope ...................................................................................................... 26
6.1
6.2
SUPPORT SERVICES ............................................................................................................ 26
IMPLEMENTATION OF NEW DATA CENTRE SERVICES .............................................................. 28
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6.3
6.4
6.5
7
SERVICE W INDOW ............................................................................................................... 28
MINIMUM AND OPTIMUM OPERATING HOURS.......................................................................... 29
SERVICES OUT OF SCOPE .................................................................................................... 29
Network and LAN Service Scope ............................................................................................. 30
7.1
7.2
7.3
7.4
8
IMPLEMENTATION OF NEW NETWORK AND LAN SERVICES...................................................... 32
OUT OF SCOPE NETWORK AND LAN SERVICES ..................................................................... 32
IMAC Services ........................................................................................................................... 33
8.1
8.2
8.3
8.4
9
IMPLEMENTATION OF NEW IMAC SERVICES........................................................................... 34
OUT OF SCOPE IMAC SERVICES .......................................................................................... 35
Desktop Service Scope ............................................................................................................ 36
9.1
9.2
9.3
9.4
9.5
10
SOFTWARE TOOLS ............................................................................................................... 39
IMPLEMENTATION OF NEW DESKTOP SERVICES ..................................................................... 39
OUT OF SCOPE DESKTOP SERVICES .................................................................................... 39
Corporate Messaging Service Scope ...................................................................................... 40
10.1
10.2
10.3
10.4
11
Generic Requirements .............................................................................................................. 43
11.1
11.2
11.3
11.4
11.5
11.6
11.7
11.8
11.9
11.10
11.11
12
SERVICE MANAGEMENT PROCESSES.................................................................................... 43
BUSINESS CONTINUITY ........................................................................................................ 43
POLICY AND STANDARDS ..................................................................................................... 44
ANNUAL REVIEW ................................................................................................................. 44
MONTHLY REPORT .............................................................................................................. 44
PROJECT AND DEVELOPMENT PERFORMANCE ...................................................................... 45
AD HOC REPORTS ................................................................................................................ 45
SATISFACTION SURVEY........................................................................................................ 45
ACCESS TO INFRASTRUCTURE.............................................................................................. 45
LICENSE AND ASSET MANAGEMENT ....................................................................................... 45
VENDOR MANAGEMENT ........................................................................................................ 46
Infrastructure Skills Inventory ................................................................................................. 47
12.1
12.2
12.3
12.4
13
IMPLEMENTATION OF NEW CORPORATE MESSAGING SERVICES .............................................. 41
OUT OF SCOPE CORPORATE MESSAGING SERVICES ............................................................. 42
SERVICE DEVELOPMENT ...................................................................................................... 47
SERVICE DESIGN................................................................................................................. 48
SERVICE SUPPORT AND OPERATIONS................................................................................... 49
PROJECT MANAGEMENT ....................................................................................................... 51
Service Levels and Performance Targets ............................................................................... 54
13.1
13.2
13.3
CRITICALITY AND PRIORITY MATRICES .................................................................................. 54
OBJECTIVES OF SERVICE LEVEL AGREEMENTS ..................................................................... 56
SERVICE LEVEL AGREEMENTS FOR INFRASTRUCTURE SUPPORT ACTIVITIES .......................... 56
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13.4
13.5
14
RFP Technical Response ......................................................................................................... 60
14.1
14.2
14.3
14.4
14.5
15
UNHCR GENERAL TERMS AND CONDITIONS FOR THE PROVISION OF SERVICES .................... 65
STANDARD UNHCR CONTRACT FOR SERVICES .................................................................... 65
ADDITIONAL CONTRACTUAL DOCUMENTATION ....................................................................... 65
LEGAL REPRESENTATIVE...................................................................................................... 65
CONTRACT TERM................................................................................................................. 66
COMMERCIAL TERMS ........................................................................................................... 66
PAYMENT MECHANISM ......................................................................................................... 66
PERFORMANCE REGIME ....................................................................................................... 66
CHANGE MANAGEMENT ........................................................................................................ 67
GOVERNANCE AND REPORTING ............................................................................................ 67
TRANSITION AND MIGRATION................................................................................................ 67
EXIT PROVISIONS ................................................................................................................ 68
STAFF MANAGEMENT .......................................................................................................... 68
SUB-CONTRACTING ............................................................................................................. 68
STAFF TRANSFER ................................................................................................................ 68
ASSET OWNERSHIP ............................................................................................................. 69
FLEXIBILITY ......................................................................................................................... 69
DATA SECURITY AND DATA PROTECTION .............................................................................. 69
CODE OF CONDUCT ............................................................................................................. 69
NON-DISCLOSURE AGREEMENTS ......................................................................................... 69
RFP Price Quotation ................................................................................................................. 70
16.1
16.2
16.3
16.4
16.5
16.6
16.7
17
COMPANY PROFILE .............................................................................................................. 60
INFRASTRUCTURE MANAGED SERVICES CAPABILITY ............................................................. 61
CASE STUDIES AND REFERENCE SITES ................................................................................ 62
MANAGED SERVICES LIFE CYCLE ......................................................................................... 62
MANAGED SERVICES GOVERNANCE ..................................................................................... 63
RFP Contractual Response ...................................................................................................... 65
15.1
15.2
15.3
15.4
15.5
15.6
15.7
15.8
15.9
15.10
15.11
15.12
15.13
15.14
15.15
15.16
15.17
15.18
15.19
15.20
16
SERVICE LEVEL AGREEMENTS FOR INFRASTRUCTURE DEVELOPMENT ACTIVITIES .................. 59
SERVICE AVAILABILITY TARGETS .......................................................................................... 59
CURRENCY OF OFFER AND CONTRACT .................................................................................. 70
MODULAR PRICE STRUCTURE ............................................................................................... 70
TRANSITION PHASE ............................................................................................................. 70
INFRASTRUCTURE SUPPORT AND MAINTENANCE COMPONENT ............................................... 70
IMAC COMPONENT.............................................................................................................. 71
INFRASTRUCTURE DEVELOPMENT COMPONENT..................................................................... 71
PRICE EVALUATION MATRIX ................................................................................................. 71
Evaluation Process ................................................................................................................... 72
17.1
17.2
17.3
17.4
17.5
SUBMISSION OF PROPOSALS................................................................................................ 72
TECHNICAL EVALUATION ...................................................................................................... 72
COMMERCIAL TERMS EVALUATION ....................................................................................... 73
PRICE EVALUATION ............................................................................................................. 73
BEST AND FINAL OFFERS ..................................................................................................... 73
A.
Glossary ..................................................................................................................................... 74
B.
Comprehensive Infrastructure Service Catalogue ................................................................ 75
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COMMUNICATIONS .............................................................................................................................. 75
ICT INFRASTRUCTURE ........................................................................................................................ 75
C.
Service Management Processes ............................................................................................. 77
D.
Document Templates ................................................................................................................ 78
SERVICE MANAGEMENT FORMS........................................................................................................... 78
PROJECT OFFICE TEMPLATES ............................................................................................................. 78
STANDARD STATEMENTS OF W ORK ..................................................................................................... 78
E.
Metrics ........................................................................................................................................ 79
INCIDENTS .......................................................................................................................................... 79
CHANGE REQUESTS ........................................................................................................................... 79
F.
External Annexes to this document ........................................................................................ 80
Table of figures
Figure: 1: DIST organizational design. .................................................................................................... 9
Figure: 2: GSD coverage by location (GMT based, not adjusted for DST). .......................................... 14
Figure: 3: High-level scope and Managed Services Requirements. ..................................................... 18
Figure: 4: Infrastructure Managed Services overview. .......................................................................... 19
Figure: 5: Generic Services overview. ................................................................................................... 21
Figure: 6: Minimum and optimum Data Centre support operating hours. ............................................. 29
Figure: 7: Incident Criticality Matrix. ...................................................................................................... 54
Figure: 8: Priority Matrix. ....................................................................................................................... 55
Figure: 9: Level 2 Response Time. ....................................................................................................... 56
Figure: 10: Level 2 Restore Time. ......................................................................................................... 57
Figure: 11: Problem Management Remediation Target. ....................................................................... 57
Figure: 12: Service Request Response Time........................................................................................ 58
Figure: 13: Information Request Resolution Targets. ........................................................................... 58
Figure: 14: Level 3 Work Request Response Time. ............................................................................. 59
Figure: 15: Change Plan Response Time. ............................................................................................ 59
Figure: 16: Availability targets (percentage up-time). ............................................................................ 59
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1
Introduction
This document is UNHCR’s Request for Proposal (RFP) for the introduction of a “managed
service” for ICT Infrastructure services.
1.1
Background
The Division of Information Systems and Telecommunications (DIST) is in the process of a
major change initiative, aimed at transforming DIST into a service-oriented (as opposed to
technology-focused) organization which provides effective support for UNHCR’s operations.
This will benefit end users, and ultimately refugees, by:
• Ensuring the effective and timely provision of accurate and complete information to
UNHCR field staff;
• Supporting a rapid response to protecting refugees and safeguarding their well-being.
This improved service will be brought about, in part, by freeing staff to engage more directly
with their customers and focus on enabling enhanced ICT support to UNHCR, rather than
the day-to-day running of ICT services. The introduction of “Managed Services” for ICT
Infrastructure is seen as an essential component of the enhanced services offered by DIST
to the Divisions, Bureau, and Field.
DIST has already engaged a Managed Service Partner for development, maintenance and
support of its ICT Applications. Full transition to this partner will be complete by April 2012.
1.2
Objectives
The objective of this RFP is to:
• Identify and establish a “Managed Services” contract with ideally one, but possibly
more, companies that can assume responsibility for the ICT Infrastructure as described
in this request for proposal.
1.3
Scope of ICT Infrastructure Managed Service
With only a few exceptions (noted below), DIST is looking to transition the ICT Infrastructure
previously managed internally to an external “managed service” provider. This includes
infrastructure and services of strategic importance to the organization and used world-wide
(e.g. Data Centre management, Network management, IMAC Services, Desktop support,
Corporate Messaging).
1.3.1
Data Centre Management
This component will cover: Data Centre hardware and software support and maintenance;
systems monitoring and housekeeping; storage management and capacity planning; backup
and recovery; business continuity and disaster recovery planning and execution.
1.3.2
Network Management
This component will cover: Network hardware and software support and maintenance;
Network security management; LAN Administration (except end user identity management);
Network installations and de-installations, upgrades, etc.
Network technologies will include LAN, WAN, Wireless/WiFi, unless already managed by
another third party (e.g. VSAT, MPLS, ISP, etc.).
1.3.3
IMAC Services
1
This component will cover the day-to-day Installation, Move, Addition, and Change to
standard infrastructure configuration items based on a predefined catalogue and rates.
1
Also referred to as MACD (Move, Add, Change, Delete)
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1.3.4
Desktop Support
This component will cover: Management of standard configurations for desktop images
including all office software, anti-virus, etc.; distribution of updates, patches, and new
releases; component replacement on failure; mobile devices (smart phones, tablets); asset
management; and user training, VIP services.
1.3.5
Corporate Messaging
This component will cover: All aspects of UNHCR’s global email messaging system
including synchronisation to mobile devices; collaborative and social networking tools.
1.4
Out of scope infrastructure services
Not all aspects of UNHCR’s ICT Infrastructure are within the scope of this RFP. In particular
the following are considered out of scope:
• Service Desk
• User Identity Management
• Print Services
• WAN services (VSAT and MPLS)
• Telephony and Video Conferencing
• Local ISP connections
• Deep Field communications
1.5
Timeframe
UNHCR is hoping to award the contract to the successful supplier before the end of June
2012, and have completed the transition to fully operational ICT Infrastructure managed
services by the end of September 2012. We recognize that this is an aggressive timeline,
but it is one that we will strive to meet by selecting a partner that has a proven track record
in each domain.
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2
DIST Organizational Structure
This section provides a background to UNHCR and the Division of Information Systems and
Telecommunications (DIST).
2.1
Background
In more than six decades, UNHCR has helped tens of millions of people restart their lives.
UNHCR personnel operate in some 120 countries around the world, from major capitals to
remote, difficult locations where field staff are directly helping the most vulnerable victims of
displacement. UNHCR maintains offices in donor countries worldwide and wherever
refugees are arriving, working closely with governments to ensure the 1951 Refugee
Convention is honoured. Today, approximately 7,200 staff continues to help some 36.4
million persons.
Staff at the Geneva headquarters now number just over 9% of the total, a declining portion
as UNHCR gets closer to the people it assists. Geneva, along with the Global Service
Centre in Budapest provides support for the rest of UNHCR, including key administrative
functions.
The largest portion of the organization’s staff is based in countries in Asia and Africa, the
continents that both host and generate the most refugees and internally displaced persons
(IDP). Many beneficiaries are in isolated locations where staff works in difficult - and often
dangerous - conditions. Among the largest operations are Afghanistan, Pakistan, Iraq and
surrounding countries; Chad, Democratic Republic of the Congo, Sudan, Somalia, Kenya,
and Colombia. But there are also substantial operations in many other countries around the
world.
As a United Nations agency, UNHCR enjoys privileges and immunities in all countries it
works. These privileges and immunities are extended to the organization's staff, assets,
facilities, and services.
For more information on UNHCR, please refer to www.unhcr.org
2.2
Role of DIST
The Division of Information Systems and Telecommunications (DIST) provides Information
and Communication Technology (ICT) playing a vital role in supporting UNHCR’s mission.
DIST is responsible for the maintenance, evolution and support of UNHCR's ICT systems,
whilst planning ahead to meet the organization’s new and increasing reliance on information
technology through new ICT project initiatives. DIST provides ICT services and support to
meet the needs of all Divisions, Bureaux and Field Offices within UNHCR while ensuring
that necessary governance mechanisms are in place and standards are adopted and
adhered to.
2.3
Project Prometheus
DIST is in the middle of a major change programme (Project Prometheus), of which the
introduction of Managed Services for ICT Infrastructure is seen as a significant work stream.
The main objectives of the Project Prometheus are to:
1. Align DIST and the UNHCR ICT Systems with the priorities of the organization – as a
service-providing entity, DIST should be structured around the ICT services and support
needs of the organization both at HQ and in the field.
2. Strengthen ICT Governance – the appropriateness and cost-effectiveness of all ICT
investments and expenditures must be subjected to close scrutiny to ensure that
UNHCR gets the best products, services and value for money while avoiding investment
in redundant and obsolete technologies and services.
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3. Leverage technology and modernize UNHCR’s ICT Systems – move from running and
maintaining specific technologies and applications to implementing managed services,
thereby focusing more on service delivery, interaction with the business owners, and
exploring and understanding the market to leverage technology. Existing ICT
infrastructure and systems should be modernized by adopting relevant and costeffective technologies to provide end-to-end services that enable UNHCR to conduct its
business more effectively and efficiently.
4. Build capacity to manage specialists – build capacity to manage specialists engaged
under Framework Agreements and via Managed Service contracts, to ensure that the
organization gets the best services and value for money.
5. Strengthen ICT capacity and flexibility – Ensure that adequate capacity exists for the
design and implementation of customized solutions when certain ICT needs cannot be
met by what is commonly available in the market. Build increased and flexible capacity,
in human resources, equipment, communication and network capabilities, to meet the
demands of the business, putting in place alternatives and standby arrangements to
prevent and professionally handle service disruptions, address unexpected surges in
demand, and respond to field emergencies.
6. Create service-oriented, secure and customer-friendly ICT systems and services –
Ensure the involvement of the end users from the design and development of ICT
systems and services to their testing, rollout, and operation. ICT services should be
demand-driven. DIST must focus on the delivery of end-to-end services as opposed to
running specific technologies and providing specific service components.
2.4
Organization Functional Design
To this end, a new organizational structure has been implemented (Figure: 1 below) - based
on the ICT functions that DIST must have to effectively manage and deliver ICT services to
the rest of UNHCR and engage other Divisions, Regional Bureaux and the Field. Roles and
responsibilities, and skills necessary for carrying out these functions, have been clearly
defined based on SFIA (Skills Framework for the Information Age). This new structure is
now in place and will be fully operational to coincide with the implementation of the
Managed Services being sought in this RFP.
Figure: 1: DIST organizational design.
A new ICT Services Centre has been established in Amman, Jordan, significantly
strengthening DIST’s capabilities to provide services to all UNHCR Offices and by bringing
ICT services closer to major operations in the Middle East, Asia and Africa. DIST functions
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are essentially located in three main locations (Geneva, Amman, and Budapest) with
additional satellite hubs in Kuala Lumpur and Panama. The latter two have been
strengthened to provide infrastructure and application support covering different time-zones
and thus enabling DIST to provide “lights on” support for all normal UNHCR office working
hours worldwide – with the plan to move to full 24x7 in the future.
The following subsections describe the major Services and Sections within the Division and
how they relate to Infrastructure and related services.
2.5
Executive Office of the CIO
The Office of the Chief Information Officer (CIO) provides overall strategic guidance,
planning and management as well as programme monitoring and management of ICT
services and resources in the organization. The Office is supported by three Deputy
Directors: Technical Authority (Chief Architect), Business Relationship Management, and
Operations Management whose input will be crucial in shaping the strategic direction of ICT
in the organization. The CIO’s Office is also supported by a Resource Management Unit.
The main responsibilities of the CIO’s office include:
• Alignment of the ICT function and DIST’s activities with the organization’s strategic
goals;
• Alignment of technology with the ICT needs of UNHCR business;
• Strategic planning and ensuring the delivery of effective and efficient ICT services;
• Drive ICT innovation and modernization;
• Support the Business Relationship function in the development of better business
systems and services;
• Support Operations Management in the delivery of ICT Services;
• Provide advice, guidance and support to the ICT Governance Board;
• Oversee resource management and administrative support;
• Direct Project Portfolio planning;
• Overall management of the ICT function and performance reporting;
2.5.1
Resource Management Unit
The Resource Management Unit is responsible for the preparation of DIST’s budget
submissions, reviewing field proposals, supporting budget and resource management,
keeping track of financial expenditure and obligations, compiling financial analysis and
projections and providing administrative support to all DIST Services and Sections. The
Senior Resource Manager works closely with Heads of Service and Chiefs of Section,
advise and assists the Executive Office of the CIO on all matters relating to Resource
Management.
2.6
Technical Authority
One of the major changes driven by this organization design is the creation of the Chief
Architect function – the Technical Authority. This function coordinates and guides all
technical areas of expertise for ICT related matters within UNHCR and ensures that the
organization’s ICT systems are integrated, up-to-date and sustainable. The Technical
Authority:
• Defines the future technical ICT architecture of UNHCR, develops the long term
technology roadmap for applications and infrastructure;
• Defines technical ICT policies, standards, security arrangements and guidelines and
ensures their correct application throughout UNHCR;
• Ensures that appropriate technical governance is in place to manage all ICT within
UNHCR;
• Assesses the industry for new technologies, products and services with a view to
enabling UNHCR to benefit from such developments;
• Researches and innovates – continual updates on standard builds, leveraging and use
of emerging technologies and trends within UNHCR;
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•
•
Manages the release of new technologies, systems, changes in infrastructure,
applications and services into operation;
Manages ICT Security, Risk, and Issues.
This Unit comprises the Chief Architect function which leads all matters related to Technical
Authority and Governance. This function coordinates and guides all technical areas of
expertise for IT related matters within UNHCR.
The ICT Security function and the Portfolio, Programme, and Project Office (P3O) fall under
the responsibility of this Service.
2.6.1
ICT Security
The ICT Security Office works under the supervision of the Deputy Director to establish,
monitor, and enforce security policies for both applications and infrastructure.
2.6.2
Portfolio, Programme and Project Office (P3O)
The Portfolio, Programme and Project Office (P3O) is responsible for adherence to the
overall ICT governance processes by providing guidance and oversight to ICT Project
Managers and others running projects with significant ICT components.
The P3O provides administrative support to the ICT Business Owner’s Committee and ICT
Governance Board.
2.7
Business Relationship Management Service
This service focuses on developing and maintaining close working relationships with the rest
of UNHCR business. It provides insight to the business on the best use of technology in
delivering services, while ensuring DIST is providing the services needed. Within this
Service there are three distinct functions: Business Relationship Management, Service
Development and Project Management.
The key responsibilities of the Business Relationship Management Service include the
following:
• Ensure that the current ICT needs of UNHCR are being met by DIST services;
• Identify the need for new or enhanced ICT applications or infrastructure services;
• Ensure effective communication and engagement between DIST and all divisions and
bureaus in UNHCR;
• Help divisions and Bureaux work effectively with DIST to apply ICT solutions achieve
UNHCR business objectives;
• Develop and maintain a catalogue of Services in conjunction with other DIST functions;
• Coordinate day to day interface with other UNHCR Bureaus & Divisions;
• Work with the Business Owner Committee in the prioritization of requirements and
investments;
• Communication to the rest of UNHCR on behalf of DIST to ensure common themes,
messages and standards;
• Ownership on behalf of the UNHCR divisions of Service requirements;
• Provide UNHCR divisions a concept development Service;
• Provide a Service to develop new or amend current Services;
• Develop Service Level Agreements and agree associated Service Level Targets within
in the Service framework;
• Business requirements elicitation and discovery;
• Business process design support;
• Provide a requirements management service;
• Advise UNHCR functions on the Technical Strategy and the opportunities and benefits
that maybe leveraged;
• Help maintain alignment of ICT with the wider UNHCR strategic goals;
• Support the business change management processes.
The Business Relationship Management Service is headed by a Deputy Director who is
supported by three Senior ICT Business Relationship Officers: one for Bureaux for Africa
and MENA; one for Asia, Americas and Europe; and one for HQs Divisions. The Business
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Relationship Management Service also comprises a Service Development Section headed
by a Chief based in Budapest and an ICT Project Management Section at Headquarters.
2.7.1
Service Development Section
This Section creates and builds capabilities for service development, maintenance and
improvement. As part of the Business Relationship Management Service the Section takes
a formal role in engaging the Business units dealing with protection and beneficiary data,
finance, supply chain, and human resources. All ICT projects and work packages are
provided with in-depth analysis and support including the design of new business and ICT
processes, resolution of technical/operational issues that cannot be handled by the Global
Service Desk, analysis of systemic problems and changes to ICT systems needed to ensure
alignment with specific business processes. The Section, however, focuses mainly on the
development of new capabilities and improvement of services rather than providing routine
support.
The Service Development Section is the centre of DIST’s capacity for the management of
experts. It focuses on getting good designs by helping the UNHCR business better
articulate their requirements and matching these requirements with what is available in the
ICT market place. In this process the Section utilizes the knowledge of its analysts (and
where necessary external specialists) to ensure the development of systems and services
that leverage technology for UNHCR than the simple acquisition of solutions offered by the
market. This will help UNHCR become an “Informed Customer” who can inform Vendors of
what is required rather than taking what is offered.
In certain technology areas where UNHCR has invested heavily, DIST has retained systems
and application specialists to ensure that the organization gets the best out of these major
investments. The service development section will also ensure, in collaboration with the
Technical Authority, that service delivery meets the requirements through appropriate
governance and testing, via controlled and authorized projects.
2.7.2
Project Management Section
This Project Management Section is headed by a Project Management Section Chief, who
will lead the largest ICT projects that UNHCR undertakes. The section is staffed by two
more project managers, who will also lead ICT projects. It is expected that additional project
managers will be hired from external service providers as the need arises, whereas the
three positions form the core of UNHCR’s ICT project Management capability, setting
standards and procedures for all projects to follow.
Project managers build and lead teams composed of staff from throughout DIST and
potentially other UNHCR divisions along with staff from the Managed Service Provider and
possibly other third parties.
In particular the project managers work closely with staff from the Service Development
Section, to plan and execute the delivery of new or enhanced services. In the case of
smaller changes the staff from the service development group may lead small projects but
will still follow the approach and methodology adopted by the Project Management Section.
2.8
ICT Operations Service
The third main structural component of the Division is the ICT Operations Service. This
Service is headed by a Deputy Director who is responsible for the coordination and
management of ICT operations and service delivery. The section is organized to provide
and ensure effective service delivery at HQs and in the field. This Service consists of four
sections; ICT Field Operations, ICT Customer Services, Technical Support & Monitoring and
Vendor Management.
2.8.1
ICT Field Operations Section
ICT Field Operations constitute the largest component of DIST’s Operations Service. By
creating a strong field service structure DIST brings services closer to UNHCR’s field
operations. Single functional reporting lines have been created within DIST to ensure
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ownership for tasks and decisions at every level and to pave the way for the provision of
demand-driven, coherent, and integrated end-to-end ICT services.
Supported by other DIST staff, Regional Information Communications Technology Officers
(RICTOs) located in a Service Hub or within a country operation provide second level
support for all ICT infrastructure and applications at a regional and local level, in particular
working with any local ICT staff. RICTOs receive technical and functional guidance and
supervision from the Chief of ICT Field Operations in Geneva or the Head of the ICT
Services Centre in Amman.
The Amman team will be supported by RICTOs from ICT Field Operations located in other
hubs or in Country Operations.
2.8.2
ICT Customer Services and Service Hubs
The ICT Customer Services Section is responsible for the delivering operational services
within UNHCR. This Section is on the front line of service delivery between DIST and
UNHCR business. Customer services are provided from Geneva, Amman, Kuala Lumpur,
and Panama City. The Service Centre in Amman has the largest area of service coverage
and consequently the largest number of staff dealing with customer services.
The Customer Services Section:
st
• Provides 1 Service Desk support from Geneva, Amman, Kuala Lumpur, and Panama
City to all UNHCR staff during normal working hours of the locations in which they work;
nd
• Ensures the provision of 2 line technical and functional support from Amman, the two
Service Hubs and dedicated regional/country ICT staff who have responsibility for
specific operations or regions. This support will include user administration for
applications and infrastructure;
• Encourages and supports user self-service and self-help for applications and
infrastructure;
• Has ownership of the Service Management processes and knowledge base and,
encourage its use within DIST and the business;
• Manages delivery of desktop support.
Global Service Desk
Level 1 support for all ICT services (applications, infrastructure, etc.) is provided through the
DIST Global Service Desk (GSD). The GSD has been restructured and strengthened as
part of the DIST organizational change programme. This will remain an in-house function
and is, therefore, not part of the scope of this RFP.
Location of Service Desk staff
DIST Global Service Desk staff is located in the following locations:
• Geneva, 6 staff (including the Customer Services Chief and Senior Service Desk
Coordinator)
• Amman, 8 staff
• Kuala Lumpur, 2 staff
• Panama, 2 staff
Service Desk coverage
The working hours of staff in each location is based on the office hours of that office. The
intention is to provide “lights on” first level support. GSD staff will provide support
irrespective of their location, e.g. staff in KL will pick up incidents logged by users in the
Americas after the end of the normal business day in Panama. For completeness the GSD
coverage is depicted in the following diagram:
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GMT
00
MON
TUE
WED
THU
FRI
SAT
SUN
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
19
20
21
22
23
Kuala Lumpur
Amman
Geneva
Panama
Budapest
Figure: 2: GSD coverage by location (GMT based, not adjusted for DST).
2.8.3
Technical Support and Monitoring Section
The Technical Support and Monitoring Section provides all ICT technical support including
monitoring the ICT infrastructure and network operations, carries out configuration
management on ICT equipment and networks, supports the infrastructure at Headquarters
that cannot be managed remotely, and manage service levels for operational services.
Staffing levels:
• Geneva – 10 staff members;
• Budapest – 1 staff member;
Staff from the Managed Services Provider will be expected to integrate seamlessly with the
UNHCR staff, providing capacity and skills augmentation for Level 2 activities.
2.8.4
Vendor Management Section
The primary responsibility of this Section is to define and design workable contracts with ICT
Suppliers that deliver the Service offerings made by providers, and supporting the ICT
Operations Service to ensure that goods and services are delivered. The Section also
supports the Service Development function in Vendor selection, contractual negotiations
and the creation of new services or changes to existing services. The Vendor Management
Section also ensures clear communication of SLAs (Service Level Agreements) and
associated Service Level Targets across DIST and UNHCR so that all parties are aware of
the levels of expected Service.
This Section is led by a Principal Vendor Management Office who will work closely with the
Client Engagement Manager from the Managed Service Provider to ensure all contractual
aspects of the Managed Service are correctly managed.
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3
Connect & Collaborate
“Connect & Collaborate” is the name given to the DIST ICT Infrastructure Upgrade
Programme. This programme, launched in late 2011, aims to upgrade UNHCR’s aging ICT
Infrastructure to a modern, flexible, scalable, and cost effective platform on which business
services can be delivered.
Connect and Collaborate is governed by a project charter and roadmap. Key elements of
those documents are included below, the full documents are included as annexes to the
RFP.
3.1
Background
Information and communication technology plays a vital role in supporting UNHCR’s
operations. The current infrastructure was designed in the 1990s when data networks and
connectivity were too expensive or not available in many areas where UNHCR operates.
Investment in information and communication technology in the past decade focused on the
provision of basic connectivity to field operations and development of Enterprise application
systems including MSRP, Focus, and proGres. While these systems provide the
organization with the tools for better coordination in planning, implementation and
monitoring of operational activities, their continued and effective use depends on the
infrastructure on which they run. Investment on the infrastructure has been very minimal
during the past ten years.
Key components of the infrastructure including bandwidth, office productivity tools, desktop
and network operating systems, Local Area Networks and servers, as well as security
support systems and computer hardware are outdated and in many cases not supported by
their manufacturers. The ICT network is slow and does not provide effective support to
demands particularly in the field. Staff has difficulty to exchange documents with outside
interlocutors and benefit from online facilities such as training and development. The highly
fragmented network, outdated equipment and software have heightened information
security risks. The infrastructure has also become a major impediment for the introduction
of new and value added tools and services such as instant/text messaging, social
collaboration, video and teleconferencing.
The senior management of the organization has taken steps to address the problems and
challenges presented above. In 2010 DIST launched a project to upgrade the bandwidth
access to more than 110 UNHCR offices that depend on the VSAT Network. The
bandwidth upgrade project was completed by the end of June 2011 more than doubling the
total bandwidth available to the offices concerned. In February 2011 DIST launched a
comprehensive infrastructure study which culminated in a draft Roadmap. The Roadmap
inter-alia recommended the upgrade of all major components of the current infrastructure
with up-to-date and forward-looking technologies, the setting up of a governance structure
to implement the upgrade and allocation of the required resources. The Charter put in place
provides a framework for further refinement of the planning, design and implementation of
the new infrastructure in the coming years.
3.2
Objectives
The objectives of Connect & Collaborate are to:
• Upgrade the office suite to improve productivity, facilitate seamless integration with
corporate applications and improve information exchange within the organization and
with external interlocutors;
• Establish a reliable and secure infrastructure built on up-to-date hardware devices,
networks and software products capable of meeting ICT needs of the organization at
Headquarters and in the field;
• Rationalize and simplify the ICT infrastructure by providing services from centralized
data centers, where possible and desirable, and introduce remote support and
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•
•
3.3
management necessary for cost-effective and efficient management, service delivery
and support;
Improve ICT services across the organization by ensuring effective support for staff
mobility and increased use of mobile devices;
Introduce new value-added services such as Unified Communications and Social
Collaboration and pave the way for ICT-supported innovation and modernization.
Scope
The scope of Connect and Collaborate is to:
• Upgrade of the Microsoft Office Suite from the current Office XP (2002) version to
MS Office 2010;
• Upgrade the Desktop/Laptop Operating System from MS Windows XP(SP3) to
MS Windows 7;
• Migrate the Server Operating System from Novell Netware 6 and 6.5 to MS Windows
Server 2008 R2;
• Migrate the corporate messaging system from GroupWise 7 to MS Exchange 2010;
• Replace ageing Desktop and Laptop Computers at Headquarters and the Field;
• Upgrade Field Office LANs through standardized cabling, the use of standardized
CISCO devices and servers to create fully managed LANs;
• Deploy LANDesk Management Suite for asset and configuration management, remote
software deployment, and remote device management.
• Deploy industry standard desktop, server and network management, virtualization,
service, asset and remote management software tools;
• Upgrade the Headquarters (Geneva) LAN switching system to create a fully integrated
network that supports data, voice and video communications across the UNHCR
network. The need for re-wiring of the MBT building will be determined after a technical
review;
• Review and, as appropriate, rationalize the use of VSAT, MPLS and ISP services,
routing and switching to create a streamlined, robust and effective Wide Area Network;
• Incorporate technologies for data backup, disaster recovery, and business continuity in
the design and implementation of the new infrastructure;
• Ensure that the new infrastructure will support existing and planned enterprise
applications including MSRP, Focus, and proGres. The actual integration of
infrastructure components with these applications will be handled outside the
infrastructure upgrade Programme;
• Review security risks and vulnerabilities and ensure that the emerging infrastructure is
capable of supporting robust security management;
• Build and implement an integrated Active Directory for the entire organization
• Identify and propose the development of policies and standards required for the
effective management of the new infrastructure.
3.4
Progress to date
At the time this RFP was issued, Connect and Collaborate is a well-established programme
and is making good progress towards its goals.
By contract award, DIST expects that most of the new infrastructure will be in place in
Headquarters and other Hub locations with rollout to the wider Field Office locations
proceeding into 2013. The Managed Service Provider will be expected to integrate into this
evolving infrastructure environment and to take over maintenance and support of the new
platform as it is rolled out.
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4
Introduction of ICT Managed Services
This section briefly outlines the rationale for UNHCR to move to Managed Services in
general and ICT Infrastructure Managed Services in particular.
4.1
Rationale for Managed Services
ICT is a support function that enables UNHCR to do its core business. Consequently,
UNHCR should not have to reinvent the wheel by designing, developing, and maintaining
applications or infrastructure that is readily available on the market and should not retain
staff to perform standard ICT functions that are readily available elsewhere. The main focus
of DIST should rather be to understand the business needs for IT solutions and services
and, to identify suitable, reliable, effective and efficient products that can be used to address
the needs. Where customization is necessary to meet business needs, DIST should play a
leading role in ensuring that such customizations undergo the appropriate governance and
project management processes. This approach enables DIST to focus on delivering value
added services to the organization and help directs scarce resources towards more
pressing priorities.
Project Prometheus recognized the value to transition many internal services to external
providers and have them delivered through a “managed service” model. Services which
have become commodities in the IT industry and which can be provided in a more efficient
and cost effective manner through managed services will be considered for transition. The
engagement of such specialized external service providers will be managed in a costeffective and efficient manner as UNHCR retains the technical authority and ICT architect
functions as well as the requisite capacity to manage specialists and special services.
4.2
Managed Services Landscape
Based on a review of the DIST Service Catalogue from early 2011, the following services
were identified as candidates for transition to a Managed Service:
• Application development and support:
•
PeopleSoft Enterprise Suite ERP from Oracle (Financials & Supply Chain, Human
Resources and Global Payroll, EPM (Planning and Budgeting) and Enterprise
Portal);
•
PC & Web applications, including proGres v3 (Refugee Registration system) –
mostly based on Microsoft .Net technologies;
•
Intranet WCMS – based on Adobe (ex-Day) Communiqué;
•
Focus – Results Based Management and Budgeting – based on Java;
•
LiveLink EDMS from Open Text;
• Core ICT infrastructure:
•
HQs Data Centers;
•
Network Monitoring and Management, in conjunction with the other infrastructure
managed services or independently;
•
Local Area Networks, in particular in Geneva, Budapest, Amman and other centrally
managed LAN locations;
•
Desktop Services, including hardware support and standard applications support;
• Corporate messaging:
•
Corporate messaging (in the process of being transitioned from GroupWise to
MS-Exchange/Outlook);
•
Corporate Instant Messaging and Social Collaboration.
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The overall scope of all potential ICT Managed Services is shown in the following diagram.
DIST
Services
Corporate Messaging
ICT Infrastructure
Client Services (CS)
Generic Requirements
Application Services (AS)
Services (IS)
(GN)
(CM)
(Standard UNHCR
Application
Fix-on-fail
services
support
Preventative
01.
01.
Service
Desk
Applications Support
Services
(Critical, Std, Other)
maintenance
and minor
Patches
upgradesand Database
Reports
User
Management
02.
User Print
Services
Peripherals
Application Development
Services
Installation, removal and
disposal power
Arrange
03.
points & configure network
Install
points existing ICT
Move
equipment
configure, de-install for
Install,
RFC
02.WAN - MPLS
General Requirements for
Application Services
Release
Test
Management
Joint Working and
Management
03.WAN - ISP
Reporting and Skills
Resourcing
Availability
Telephony & Video
Conferencing
04.
LAN - HQ
04.
Server Management
– Data Centre
Software Fix-on-fail
management
Hardware
Management
Security Updates (incl. anti System
virus)
Systems
06.Desktop services
(HW & SW)
02.Problem
Management
Network Support and
Maintenance
Wireless
03.Change
Management
installation
Install, Move, Adds &
Changes (IMACs)
Mobile voice
services
Tele-conference
services
Conferencing
Video
services
User training
05.
WAN
ProvisioningNetwork
End-to-End
Management and Policy
Configuration
Installatio
Management
Networks
LAN Administration
Network
Security / De Installation
off-site conferences
04.
01.Incident
Management
n
Support
User
training
03. Print Services
services
Security
Services
User
training
Development
Services for Change
Request
(RFC)
of
Implementation
02.
Email
servicesdevice data sync
Mobile
services
Collaboration
01.WAN - VSAT
queries
Data Centre Support and
Systems
Maintenance
monitoring
hardware management and
System
System software management and
support
System Housekeeping
support
Storage Management and Capacity
Services
Planning
Database
Administration
Backup and Restore
Services
Reportin
g
Network Support and
Wireless
Maintenance
Maintenance
Mobile
devices
Asset
05.
management
User training
LAN - Field
Networks
LAN Administration
Network
Security / De Installation
04.Release
Management
05.Configuration
Management
06.Business
Continuity
installation
Legend
05.
Server Management –
Data Centre
System hardware management and
support
System software management and
System Housekeeping
support
Storage Management and Capacity
Services
Database
Planning
Backup and Restore
Administration
Out of Scope for MS Project
07.Policy and
Standards
(including Project
Mgmt &Governance)
Services
Reportin
g
In Scope for MS Project
06.
Deep Field
Communications
Figure: 3: High-level scope and Managed Services Requirements.
A further feasibility study and initial market testing conducted in spring 2011 determined that
there was a strong market interest in bidding for these services and that there were
sufficient benefits (cost and other) to go ahead. The study was less emphatic on how to
present the full suite of potential managed services to the market (1, 2 or 3 lots) with
advantages and disadvantages in each case. Following that study, UNHCR went ahead
(summer 2011) and issued an RFP to select a partner for Applications Managed Services.
The process was completed in late-2011 and the selected partner is currently in transition.
Two other RFPs are currently in progress: VSAT managed services (closed and under
evaluation) and Telephony and Videoconferencing (issued to the market).
At this time, UNHCR has decided to issue an additional RFP (this document) for the
introduction of, and transition to, Managed Services for ICT Infrastructure Maintenance and
Support.
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4.3
Core Infrastructure Managed Services
The diagram below expands the Infrastructure Service portion of the high level scope:
DIST
Infrastructure Services
Client Services
(CS)
IMAC (Instal,
Move, Adds,
Changes)
Infrastructure
(IS)
Installation, Removal, Disposal
Arrange power points
Install and configure network
points
Move existing ICT equipment
Install, configure, de-install for
off-site events
Desktop services
Data Centre
Services
Network Services
Software fix on fail
Hardware management
System security updates
Mobile devices
Asset management
User training
Data centre support and maintenance
Systems monitoring
Hardware management and support
Software management and support
Housekeeping services
Storage management, capacity
planning
System database administration
Backup and restore services
Disaster Recovery & Business
Continuity
Business continuity planning
Reporting
Corporate
Messaging
E-Mail services
Mobile device data sync services
Security Services
User training
Network support and maintenance
Wireless networks
LAN administration
Network security
Installation and de-installation
Business continuity planning
Reporting
Figure: 4: Infrastructure Managed Services overview.
The overall Infrastructure Services can be divided into four distinct service offerings with
some common and generic requirements.
4.3.1
Data Centre Services
This service is intended to provide support and maintenance for all data centre services that
are in operational use, as listed in the Infrastructure Service Catalogue, and which come
under the responsibility of the ICT Operations Service, in particular the ICT Customer
Services Section (which contains the Global Service Desk).
Work performed by this service will be expected to adhere to the ITIL Service Management
processes in place and be fully integrated into LANDesk.
More details of the data centre support and maintenance service requirements are
contained in Section 6.
4.3.2
Network Services
This service is intended to provide support and maintenance for all Network and LAN
services that are in operational use, as listed in the Infrastructure Service Catalogue, and
which come under the responsibility of the ICT Operations Service, in particular the ICT
Customer Services Section (which contains the Global Service Desk).
More details of the Network and LAN service requirements are contained in Section 7.
4.3.3
IMAC Services
This service is intended to provide day to day Installation, Move, Addition, and Changes to
standard infrastructure configuration items, including the necessary change control, asset
and configuration management. When appropriate, it will also include rollout of new
infrastructure services and support for other time driven events (e.g. conference facilities).
More details of the Network and LAN service requirements are contained in Section 8.
4.3.4
Desktop Services
This service is intended to provide support and maintenance for all Desktop services that
are in operational use, as listed in the Infrastructure Service Catalogue, and which come
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under the responsibility of the ICT Operations Service, in particular the ICT Customer
Services Section (which contains the Global Service Desk).
More details of the desktop service requirements are contained in Section 9.
4.4
Corporate Messaging Services
This service is intended to provide support and maintenance for all Corporate Messaging
services that are in operational use, as listed in the Infrastructure Service Catalogue, and
which come under the responsibility of the ICT Operations Service, in particular the ICT
Customer Services Section (which contains the Global Service Desk).
More details of the Corporate Messaging service requirements are contained in Section 10.
4.5
Transition to Managed Services
UNHCR recognizes that the transition process and its effectiveness will have a significant
impact on the success of the on-going services. The following should be taken into account
before and during the transition phase:
• Develop a detailed transition plan showing clearly how ICT Infrastructure responsibility
will move from UNHCR to the managed service provider.
• Knowledge transfer from key UNHCR staff to the managed service provider.
• Provision of travel, visa, and other documents needed to have your staff on-site in those
locations where an on-site presence is required (both for the transition itself and for the
steady state).
• Maintain steady operation of all existing services at the same levels of service during
the transition of responsibility from UNHCR staff to the managed service provider.
• Complete the transition in as short a time as possible without jeopardizing the result.
We would expect you to be following a well defined and previously executed transition
methodology. Your proposal should provide details of this methodology and case studies
that demonstrate its success.
4.6
Service Window
UNHCR is looking to achieve similar or better service hours than at present and also to
obtain better out of hours coverage.
The expectations are outlined in the following sections of this document, but are
summarised here:
Service
Core hours *
Non-core
Optimum
Data Centre
Network and LAN
Messaging
07:30 to 19:30 weekdays
00:00 to 07:30 and
00:00 to 24:00 weekends
(C1 & C2 incidents)
24x7
IMAC
Desktop
00:00 to 07:30 and
00:00 to 24:00 weekends
(C1 incidents)
24x7
Core hours will be based on the working week of the specific location, e.g. Monday to Friday
in Geneva, Sunday to Thursday in Amman. During non-core hours, UNHCR will expect the
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Managed Service Provider to provide coverage via an on-call service with a rapid response
time for C1 level incidents.
4.7
The following diagram expands on the Generic Requirements for any managed service
provision – including Infrastructure Managed Services.
Generic
Requirements
Incident
Management
Business
Continuity
Problem
Management
Policies and
Standards
Change
Management
Governance
Release
Management
Security
Configuration
Management
Figure: 5: Generic Services overview.
More details of the generic service requirements are contained in Section 11.
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5
UNHCR ICT Infrastructure Landscape
This section provides an overview of the current infrastructure landscape that the managed
services provider will be expected to take over. An exhaustive list of all Headquarters, Hub,
and Field Office infrastructure is provided in Appendix B and in annexes to this document..
5.1
High-level topology
A high level organization-wide infrastructure diagram is provided below. A more detailed
diagram is provided as an annex to this document.
5.2
Data Centre - Hubs
Today, UNHCR’s data centres are concentrated in Geneva, and Amman, with smaller hubs
in Brussels, Budapest, and London.
The Geneva centre consists of two server rooms in the main MBT building with an offsite
high availability, disaster recovery, and alternate routing hub located about 1km away.
Although the configuration of these hubs will change significantly with the move away from
Novell (Netware and GroupWise) to Windows (Active Directory, Exchange, SharePoint, etc.)
there is no current plan to look for an alternative hosting location for these services which
will continue to be hosted on-site for the foreseeable future.
5.3
Network and LAN
As can be seen from the diagram above, UNHCR operates a large and diverse network.
The Wide Area Network (WAN) components of this network are already running under
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separate managed services contracts and are out of the scope of this RFP. However, the
Headquarters LAN (Geneva, Budapest, Brussels, London) as well as LANs in field locations
are within scope.
UNHCR’s current HQ and FO LANs are based on Novell Netware (6.0 or 6.5). As part of
the Collaborate & Connect programme, these LANs will be migrated to Microsoft Windows
2008 Server R2. The managed service provider may be asked to participate in the
migration from Novell to Windows but will be expected to manage the new HQ and FO
LANs post migration.
5.4
Desktop
At the time of writing, the standard UNHCR desktop computer is running Windows XP
(SP3), MS-Office 2002, and Novell GroupWise (email). MS-Office 2010 (under Windows
XP) has been rolled out in Headquarters (Geneva, Budapest) and is being distributed to
Field Office locations since February 2012.
As part of Connect & Collaborate all UNHCR desktop PCs will be migrated to Windows 7
using Microsoft Office 2010, including Outlook, as the standard configuration.
The managed service provider may be asked to participate in the migration from Novell to
Windows but will be expected to manage the new HQ and FO desktops post migration.
5.5
Disaster Recovery and Business Continuity
At present, only HQ in Geneva has a general strategy for Disaster Recovery and Business
Continuity from an ICT perspective.
All core ICT services are assessable over the Internet which avoids the need to be
physically present in the Geneva offices for most activities and business tasks. A DR data
centre in Geneva provides essential backup and recovery.
The ICT Services Centre in Amman, when fully operational, will have a backup server room
– but is it located in the same building as the main data centre.
Connect & Collaborate intends to strengthen the overall DR & BC capability and to ensure
that essential ICT services in Field Offices are covered as much as possible.
5.6
Categorization of UNHCR Office locations
In order to be able to provide a level of service to all UNHCR offices that is commensurate
with the size and role of that office within the overall organizational footprint, offices have
been categorized into four groups.
A full list of all UNHCR office locations and their categorisation (from an ICT perspective) is
included as an annex to this document.
5.6.1
Hubs
Headquarters and other hub locations with large concentration of staff and ICT equipment
will warrant on-site support on a day to day basis. Data Centres will typically be located at
these locations and will be hosting applications and other services that are accessible to a
wide user base either within UNHCR or externally (e.g. Internet services, email relays, etc.).
At present the following locations are considered as hubs:
• Geneva, Headquarters
• Amman, ICT Services Centre
Because of the direct connectivity to Geneva, the following three locations can also be
considered in the “hub” category, although their location and infrastructure is more in line
with a “category A” location.
• Budapest, Global Service Centre
• Brussels
• London
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5.6.2
Category A
These locations will comprise UNHCR’s Regional and Branch Offices that are typically
located in capital cities and to which good communications is available. In addition, we
would expect typical Infrastructure Managed Service Providers either to have a local
presence in these locations or to have a local representative that could provide services on
their behalf.
These locations are unlikely to require full-time on-site staff, but would expect a quick
response and short turn-around for incident resolution.
Remote access (over VPN connections) to the local infrastructure (LAN and managed
desktops) should be possible once UNHCR has fully upgraded its ICT Infrastructure in line
with Connect and Collaborate.
Including the three offices mentioned above, 102 locations are categorized as Category A.
5.6.3
Category B
These locations will typically be outside capital cities and will comprise smaller offices with
fewer staff. Depending on connectivity it may still be possible to provide support and
maintenance without a physical presence.
72 locations are categorised as Category B
5.6.4
Deep Field
These locations are physically remote and often in locations that may require special
security clearance for travel or movement. Communication links to these locations may be
limited.
In most cases, UNHCR would expect to support these locations ourselves, usually with
UNHCR staff on the ground. We would expect the Managed Service Provider to be able to
provide remote telephone support to the local staff.
274 locations are categorized as Deep Field.
5.7
Target Infrastructure Landscape
Detailed information about the future network landscape is provided in annexes to this
document.
• Data Centre Infrastructure Detailed Design
• Field Office Pilot Detailed Design
• Logical and Physical Design
• FO Pilot Sites Connectivity
• SAN Detailed Connectivity
Where relevant, these documents also provide information on the existing infrastructure and
provide a direct comparison with the future design.
5.8
Out of Scope Infrastructure Services
The following infrastructure and related services are out of scope for this iteration of
Managed Services. They may be introduced at some later stage, e.g. at the end of the
current service agreement.
5.8.1
Transfer of Data Centre Services
As part of this Managed Services contract, UNHCR does not intend to further outsource its
current in-house data centre services. Rather, the Managed Service Provider should plan to
take over responsibility of on-site management of the existing data centres.
5.8.2
WAN Services (VSAT, MPLS)
UNHCR has well established managed services with external providers for WAN services
over VSAT and MPLS and intends to retain these service providers at this time.
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The selected partner(s) will be expected to seamlessly integrate their services at the
appropriate touch points with the existing providers and work together to resolve incidents
and problems that may occur.
5.8.3
Print Services
UNHCR has previously awarded a separate contract for managed print services. The
successful bidder will be expected to work with this partner to ensure a smooth integration
of all services in particular Desktop.
5.8.4
Telephony, Unified Communication, and Video Conferencing
UNHCR currently has an RFP in the marketplace for these services. The successful bidder
will be expected to work with this partner to ensure a smooth integration of all services.
5.8.5
Externally hosted applications
UNHCR has previously decided to run some software applications using a SaaS model. As
these applications are already hosted externally and provided as a service there are no
plans to change this. As a result the infrastructure to support these applications is to be
considered as out of scope for this RFP.
However, the links to and from these SaaS applications are within the scope of this RFP.
The successful bidder will be expected to support and maintain the UNHCR component of
these links and to work with the third-party service provider on specific support issues and
any SOWs raised to support an authorized Change Request.
5.8.6
Global Service Desk
Level 1 support for all ICT services (applications, infrastructure, etc.) is provided through the
DIST Global Service Desk (GSD). The GSD has been restructured and strengthened as
part of the DIST organizational change programme. This will remain an in-house function
and is, therefore, not part of the scope of this RFP at this time.
However, longer term DIST wants to provide Level 1 ICT support on a 24x7 basis so that all
UNHCR operations irrespective of their location or time-zone can avail of a high-quality
Service Desk support. This could include transitioning the existing Service Desk to a
Managed Service Provider.
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6
Data Centre Service Scope
This section describes the services that UNHCR is expecting to receive as part of the Data
Centre component of Managed Services.
This section includes provision of support and administration services for all server
hardware, Operating systems and other software products related to all Servers located in
the Data Centres in Geneva, Budapest, and potentially Amman. As the managed
LAN/WAN network is extended it will potentially include all UNHCR Field Offices with local
server installations (i.e. those that qualify as a data centre).
6.1
Support Services
The Managed Service Provider shall provide support and administration services for all
server hardware, Operating systems and other software products related to all Servers inscope in Headquarters and Field Office locations, including documentation by following ITIL
Service Management processes and as per guidelines and policies as defined or agreed by
UNHCR. The sub-services include, but are not limited to:
•
•
•
•
•
•
•
•
•
6.1.1
Data Centre Support and Maintenance
•
•
•
6.1.2
Data Centre Support and Maintenance;
Systems monitoring;
System hardware management and support;
System software management and support;
System Housekeeping Services;
Storage Management and Capacity Planning;
Database Administration;
Backup and Restore Services;
Reporting.
The Managed Service Provider shall maintain a stable live data centre environment in
order to achieve the applicable service levels stated in performance metrics section of
this document.
Items in-scope shall include all infrastructure elements and systems contained within the
data centre related to the servers in-scope defined above.
The Managed Service Provider shall perform routine administration and maintenance of
the UNHCR’s Data Centre facilities, and to this effect shall:
•
Undertake corrective maintenance ensuring that all problems are raised and logged
centrally.
•
Ensure that all products and tools that support live operations comply with the
defined technical standards, policies and procedures, and with government
regulations.
•
Pro-actively inform UNHCR if the operational environment in the data centre is
unsuitable and action is required.
•
Provide interface with relevant UNHCR teams to help ensure the fitness of the Data
Centre accommodation and operational environment conditions.
•
Maintain a log of all data centre accesses.
•
Maintain an inventory of on-site spares for critical quipment.
•
Prepare and update Standard Operating Procedures (SOPs).
Systems monitoring
•
The Managed Service Partner shall ensure that all System monitoring functions are
periodically performed like:
•
Performance / uptime monitoring.
•
Log monitoring.
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6.1.3
System hardware management and support
The Managed Service Provider shall:
• Provide support and administration services for all server hardware including
installation, maintenance and monitoring of the products including but not limited to:
•
Patches for server hardware firmware and BIOS.
•
Updates to server hardware firmware and BIOS.
• Be responsible for all upgrades to server hardware.
• Manage and liaise with third party suppliers of server hardware.
• Produce and maintain a Capacity Plan covering all systems and proactively inform
UNHCR of the need for any changes.
• Perform a periodic health check on all hardware.
• Maintain a list of all users with system level privileges.
6.1.4
System software management and support
The Managed Service Provider shall:
• Provide support and administration services for all operating systems including
installation, maintenance and monitoring of the products.
• Perform routine upgrades to the Operating Systems.
• Perform proactive maintenance of Server.
• ?? Operating Systems to minimize impact of any potential shortcomings.
• Ensure that appropriate approval is obtained from UNHCR prior to application of any
vendor patches and/or upgrades.
• Manage and liaise with 3rd party suppliers for provision of OS software.
• Deploy, configure and secure operating systems in use by UNHCR to vendor
recommended best practice or other agreed standards.
• Ensure that any software security related patches for Operating Systems or ancillary
software is deployed in an agreed timely manner.
• Implement monitoring of all Operating System.
• Maintain a list of all users with system level privileges.
• Ensure all application certificates are renewed and installed.
6.1.5
System Housekeeping Services
•
•
6.1.6
Storage Management and Capacity Planning
•
6.1.7
The Managed Service Partner shall ensure that all System administration functions are
periodically performed like:
•
System / file cleanup.
•
Server reboot as needed.
The Managed Service provider shall also:
•
Maintain firewall rules and policies.
•
Perform periodic intrusion detection testing and remediation.
•
Monitor supplier websites for critical security alerts and patches.
The Managed Service Provider shall provide managed storage area network and
related storage services to include but not limited to:
•
The creation and assignment of storage space to servers and services.
•
Provision of storage connectivity including the installation of HBA, Switches, fibre
connections.
•
Replication, where necessary, of SAN storage Logical Unit Numbers to remote
locations.
•
Reallocation of Storage.
•
Storage capacity monitoring including alerting when utilization exceeds at
prescribed levels.
Database Administration
For databases within the scope of the Infrastructure Managed Services:
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•
•
6.1.8
Backup and Restore Services
•
•
•
•
•
•
•
6.1.9
The Managed Service Provider shall operate a data backup and recovery service for the
UNHCR Data Centre in accordance with backup and recovery policy and Performance
Targets.
Align with UNHCR Disaster Recovery and Business Continuity Policy – agree and
maintain the backup policy and procedures in line with UNHCR standards and
Performance Targets.
Back-up system according to agreed Backup Schedule – once authorized by UNHCR,
set up, schedule and carry out relevant back-ups of all User and system data that is
held on the servers according to agreed Backup Schedules with UNHCR.
In the event of a backup failure, load and unload back-up media at the Data Centres
and in the backup storage devices in accordance with the backup policy and procedure,
restore lost or damaged files and retain back-ups of standard PC system build data.
Carry out replacements of backup media in line with the manufacturers’ guidelines
and/or diagnostic information produced as a result of backup and restore processes.
Recycle media at end of agreed retention period and replace where operationally
desirable (e.g. wear and tear) according to policy agreed with UNHCR.
Where possible, ensure that data restore is tested on a regular basis to verify integrity of
backups and back-up media according to an agreed schedule with UNHCR.
Reporting
•
•
•
6.2
The Managed Service Provider shall provide database management, support and
administration services including installation, maintenance, rebuilding indexes, tuning
and monitoring of the database.
The Managed Service Provider shall pro-actively inform UNHCR of the need for
changes in the size of the databases or the need to perform re-organization, due to
indicative business growth, new developments, application enhancements or if
opportunities for performance optimization are available.
The Managed Service Provider shall provide regular performance monitoring reports
(frequency to be agreed) on server uptime, SAN usage, incidents, and other
performance metrics agreed.
The Managed Service Provider shall provide input into the Capacity Planning exercise
to ensure that the Data Centre is sized at the level required for the services to be
provided.
On request by UNHCR, the Managed Service Provider shall produce ad-hoc reports
related to server and data centre service management aspects
Implementation of new Data Centre services
The Managed Service Partner is expected to be actively involved in the development of new
Data Centre services.
Any service delivery will follow the agreed ICT Project and Governance process. The
Managed Service Partner would be expected to be involved in all aspects of the service
development and to provide work and cost estimates as part of the approval process.
It is likely that this facility will only be used once the basic infrastructure managed services
have stabilized.
6.3
Service Window
The Managed Service Provider is expected to perform data centre maintenance (hardware
and software) minimizing the impact on operations. This may require scheduling outages at
lower usage periods, e.g. nights or weekends. This should be part of the base service and
not incur any additional (e.g. overtime) costs.
All changes to the systems (hardware and software) should be based on an approved
Change Request (or Emergency CR). The Managed Service Provider is expected to follow
the established CAB and ITIL procedures when implementing a Change Request.
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6.4
Minimum and Optimum operating hours
The minimum on-site support in all Data Centre locations will be based on a “lights-on”
approach covering the extended working day (i.e. 12 hours from 07:30 to 19:30) at each
location with on-call support outside these hours.
Optimum on-site support would be for a full 24x7 service but UNHCR recognizes that this
may not be affordable at this stage.
Remote support and maintenance may be possible outside of core hours or in locations
where there is insufficient equipment to warrant a full on-site support service. This will need
to be agreed and established in advance based on the service level agreements.
MON
TUE
WED
THU
FRI
SAT
SUN
00
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
19
20
21
22
23
Managed Service Provider - on-site coverage
Managed Service Provider - on-call
Managed Service Provider - optimum coverage
Amman Service Centre only
Figure: 6: Minimum and optimum Data Centre support operating hours.
6.5
Services out of Scope
At the present time, there is no plan to move the existing UNHCR data centres or
infrastructure to a third party hosting provider.
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7
Network and LAN Service Scope
This section describes the services that UNHCR is expecting to receive as part of the
Network and LAN component of Managed Services.
This service is the operations of the current HQ managed LAN environments and
associated infrastructure elements for all Users on managed LANs (presently in Geneva,
Budapest, Amman, Brussels, and London offices). As the managed LAN/WAN network is
extended it will potentially include all UNHCR Field Offices.
7.1
Support Services
The Managed Service Partner shall provide management, maintenance and support of the
current operational LAN environments and associated infrastructure elements at all in-scope
locations, including documentation by following ITIL Service Management processes and as
per guidelines and policies as defined or agreed by UNHCR. The sub-services include, but
are not limited to:
• Network Support and Maintenance
• Wireless Networks
• LAN Administration
• Network Security
• Installation / De-installation
• Reporting
7.1.1
Network Support and Maintenance
•
•
•
•
7.1.2
Wireless Networks
•
7.1.3
The Managed Service Partner shall perform the on-going support and delivery of all
local networks, and ensure end-User and server connectivity in order to achieve the
performance criteria specified for all Services.
The Managed Service Partner shall perform maintenance on all local network
infrastructure components in line with the equipment manufacturers and/or UNHCR
guidelines and ensure that firmware is kept current and security patches are applied:
•
Network equipment components include but are not limited to, routers, firewall and
load balancers, switches, hubs, modems and patch panels.
•
Other LAN components comprise the Traffic prioritization, Network Client Services,
Network Monitoring servers, software and Scripts, networking protocols, address
management, name resolution services.
The Managed Service Partner shall administer the cable and patch panel management
and perform patching to resolve problems or reconfigure the LAN. The Managed
Service Partner shall make recommendations on patches released by Manufacturers.
The Managed Service Partner shall ensure that any maintenance action leading to a
Scheduled Outage or a noticeable degradation of service is planned via the appropriate
Change and Release Process in order to minimize disruption to the service.
The Managed Service Partner shall manage and support a wireless LAN for visitors and
UNHCR staff at the UNHCR premises including but not limited to the HQ locations listed
in the annex to this document.
LAN Administration
•
•
•
The Managed Service Partner shall maintain the UNHCR’s IP addressing scheme and
continuously support the implementation of optimal policy-based routing policies and
architecture.
The Managed Service Partner shall allocate IP addresses when necessary and maintain
the register of used and available IP addresses at UNHCR.
The Managed Service Partner shall provide simple rule-based and/or intelligent filtering
of traffic between different network segments along the following principles:
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•
•
•
•
7.1.4
Network Security
•
•
•
7.1.5
Create an IP-enabled network infrastructure supporting the injection of all traffic
over IP, IP encapsulation and IP tunneling.
•
Maintain clear physical and logical boundaries.
•
Limits complexity in top level routing.
•
Allow peering architecture and addressing hierarchy between the locations.
•
To include where appropriate traffic shaping and prioritization of IP based traffic
•
To include, where appropriate, segmentation and implementation of networks using
variable/fixed length subnet masks.
•
Maintenance and creation of V-LAN IDs.
•
Maintenance and creation of Multi Link Trunks.
•
To create, where appropriate, multicast address and support for one to many
network broadcasts.
The Managed Service Partner shall implement access and authentication controls
relating to the management and configuration of all intelligent components of the
network.
The Managed Service Partner shall support the creation of an IP-centric organization
enabling the convergence of all traffic, including IP voice and video
Where appropriate maintenance and creation of Internet Protocol version 4 and 6
address spaces.
The Managed Service Partner shall ensure that wherever the UNHCR Network
connects to other networks, the Managed Service Partner shall co-operate with the
relevant parties to ensure that appropriate security is put in place with a view to
protecting the Network and its components from malicious attack and unauthorized
access.
The Managed Service Partner shall also ensure that users on the Network are
prevented from making malicious attacks on other networks.
The Managed Service Partner shall monitor the Network for any attempted or actual
security breaches.
Installation / De-installation
•
•
•
Where installation / De-installation has been required and confirmed by UNHCR, the
Managed Service Partner shall be responsible for the complete set of associated works
in line with Health and Safety requirement, and shall liaise with appropriate teams within
UNHCR to this effect.
The Managed Service Partner shall manage the installation / De-installation and testing
as needed of all LAN changes in accordance with the procedures in place, updating the
relevant documentations to reflect the changes, and informing Global Service desk of
the impact of the change.
•
Where works may be carried out by Third Parties appointed by the Managed
Service Partner, the end-delivery of the project remains the responsibility of the
Managed Service Partner. The Managed Service Partner shall be responsible for
the resolution of faults during installation and commissioning, and provide all
necessary warranty and documentation.
•
Where works may be carried out by Third Parties appointed by UNHCR, the
Managed Service Partner shall have the responsibility to provide an efficient service
interface for the successful end delivery of the works. The Managed Service
Partner shall remain responsible for the Service Support functions post-installation
and the Service Management aspects, e.g. Configuration and Capacity
Management.
An installation comprises any of the following elements:
•
Installation of structured cabling system, floor outlets and data points
•
Installation of equipment cabinets and active equipment in computer rooms and in
the network
•
Installation of drop leads, patch cords, fibre patch cords for the connection of PCs,
printers and server equipment and any other network peripheral connected to the
structured cabling system
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•
•
7.1.6
Reporting
•
•
•
7.2
Installation of Network Interface Cards (NICs) and modems to networked equipment
(physical and logical connection).
All LAN (including both fixed wired and wireless networks ) design, installation and
testing works supplied by the Managed Service Partner will have to comply with
international standards (IEEE and ISO) including but not limited to:
•
Prevalent Standards specified UNHCR
•
ISO 8802.3 1000 Mbps Gigabit Ethernet
•
ISO 8802.3 100BASET operating at 100Mb/s
•
ISO 8802.3 10BaseT operating at 10Mb/s
•
Structured cabling utilizing TIA/EIA-568-B or Category 5 e standards
•
Fibre connectivity including single mode and multimode including FC and SC
termination
•
Provision of secure wireless networking operating 802.11 (B/G/N) – utilizing WPA-2
and other approved security authentication
The Managed Service Provider shall provide regular performance monitoring reports
(frequency to be agreed) on network and LAN uptime, incidents, and other performance
metrics agreed.
The Managed Service Provider shall provide input into the Capacity Planning exercise
to ensure that the networks are sized at the level required for the services to be
provided.
On request by UNHCR, the Managed Service Provider shall produce ad-hoc reports
related to network and LAN service management aspects
The minimum and optimum operating hours for Network and LAN services are the same as
those for Data Centres (i.e. on-site for 12 hours per day from 07:30 to 19:30) with on-call
services outside these hours.
7.3
Implementation of new Network and LAN services
network and LAN services.
have stabilized.
7.4
Out of scope Network and LAN Services
None.
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8
IMAC Services
This section describes the services that UNHCR is expecting to receive as part of the IMAC
component of Managed Services.
2
The scope of IMAC services covers all authorised users in all UNHCR locations.
8.1
Support Services
The Managed Service Partner shall provide IMAC services to all authorised users in the inscope locations by following ITIL Service Management processes and as per guidelines and
policies as defined or agreed by UNHCR. The sub-services include, but are not limited to:
• Installation, removal and disposal.
• Arrange power points.
• Install & configure network points.
• Move existing ICT equipment.
• Install, configure, de-install for off-site conferences.
8.1.1
Installation, removal and disposal
•
•
•
•
•
•
•
2
The Managed Service Partner shall be responsible for the installation of all of UNHCR’s
user workstations, ensuring that all installation components have been received and are
available.
Installation items shall include, but are not limited to:
•
Site requirements check, e.g., desk space, power, network availability, etc.
•
All necessary User pre-requisites check.
•
Complete installation within a single visit to the relevant location.
•
Coordinated disposal for replacement if necessary.
•
Performing preliminary and installation testing.
•
Removal of all packaging materials.
•
Feedback to the LAN services on any issues concerning capacity limits (including
port, network sockets and network addresses) or associated performance issues.
•
All relevant Service Management activities, e.g. Change and Configuration
Management (including asset management), Capacity Management, etc.
•
User sign-off.
Installation items shall include but are not limited to:
•
Laptops and Desktops including monitors together called Workstation.
•
Associated peripherals as required.
•
Network port activation.
•
Assignment of a TCP/IP address.
•
Access to all authorized applications (and data transfer if necessary).
Where specified by UNHCR, the Managed Service Partner shall configure desktop
machines with accessibility features to enable users with special needs to access their
required desktop environment.
The Managed Service Partner shall be responsible for the disposal process on request
from UNHCR, via the Global Service Desk. Disposal shall comprise of, but not limited
to:
•
Removal of Desktop Equipment and Peripherals.
•
Network port deactivation.
•
De-assignment of IP addresses.
•
Feedback to the LAN services.
•
User sign-off.
The Managed Service Partner shall be responsible for checking security of installation in
line with UNHCR Security Policy and associated standards before commissioning.
The Managed Service Partner shall familiarize the User with new User equipment and
gain their acceptance of the Installation.
Often referred to as MACD (Move, Add, Change, Delete).
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8.1.2
Arrange power points
The Managed Service Partner shall
• Work in coordination with the relevant UNHCR (General Services) or other external
teams to arrange the installation of any additional power points required to install new
equipment.
• Take responsibility for ensuring power points are installed in time for the equipment to
be connected.
8.1.3
Install & configure network points
The Managed Service Partner shall:
• Work in coordination with the relevant UNHCR or other external teams to install new
voice and data network points, including associated cabling and patching.
• Configure live voice and data network points that are required to install ICT equipment,
including necessary network and telephony cable patching.
8.1.4
Move existing ICT equipment
• Move ICT equipment from its current location to a new location and perform all work
required to reconnect the equipment to the appropriate network.
• Test the installation of the equipment and perform user acceptance for user equipment
• Shall obtain a Sign-off from the User(s), once the activity is complete.
8.1.5
Install, configure, de-install for off-site conferences
•
8.1.6
The Managed Service Partner shall perform all of the above described activities
including user sign off as necessary for setting up, configuring, operating and deinstalling off-site conferences. The equipment includes, but is not limited to:
•
Laptops and Desktops including monitors
•
Associated peripherals if requested
•
Network cabling
•
Network port activation
•
Assignment of a TCP/IP address
•
Access to all authorized applications (and data transfer if necessary).
•
Liaise and coordinate with all 3rd party hosts of meetings to ensure that services are
provided
•
Provide on-site support for the duration.
•
Note: these types of meetings are normally set up and dismantled at weekends
Maintain the Asset Management Register
• Ensure that all equipment movements are correctly reflected in the Organization’s asset
register (MSRP/PeopleSoft) and configuration database (LANDesk Management Suite).
• Ensure that all disposals are carried out in accordance with established UNHCR
practices, are submitted to the Asset Management Board for approval prior to disposal,
and that disposals are correctly reflected in the asset management register.
8.2
The minimum and optimum operating hours for IMAC services are the same as those for
Data Centres (i.e. on-site for 12 hours per day from 07:30 to 19:30) with on-call services
outside these hours.
8.3
Implementation of new IMAC services
As new infrastructure services are introduced, the appropriate IMAC service will need to be
included in the overall service offering.
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8.4
Out of scope IMAC Services
The following services that would typically be included in IMAC services are out of scope for
this RFP:
• Print services.
• Telephony and videoconferencing.
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9
Desktop Service Scope
Desktop component of Managed Services.
The scope of Desktop services covers all authorised users in all UNHCR locations. All
UNHCR authorised desktop and laptop devices (together called Work Stations) and UNHCR
issued mobile devices (Tablets, Smart Phones) are in-scope of Desktop services.
9.1
Support Services
The Managed Service Partner shall provide both remote and on site Desktop services as
required to all authorised user Work Stations and peripherals by following ITIL Service
Management processes and as per guidelines and policies as defined or agreed by
UNHCR. The sub-services include, but are not limited to:
• Basic Desktop Services
• Software Fix-on-fail management, including 2nd Level support for standard applications
including global messaging;
• Hardware Management;
• System Security Updates (incl. anti-virus);
• Systems Maintenance;
• Mobile devices (all approved mobile devices not limited to tablets or smart phones);
• Asset management and Configuration Management;
• User training.
9.1.1
Basic Desktop services
• Ensure that Users are able to:
•
Store and retrieve information from a local and/or network storage area permissible
by their access privilege as defined by UNHCR.
•
Choose printers, connected locally or on UNHCR Network within their access
privilege, and are able to print.
•
Obtain information on the print status and also to manage their jobs in the print
queue.
• Ensure that File capabilities are defined for each User according to the read/write
privileges defined by UNHCR.
• On User request, recover data from backup, when a User loses data and is not able to
recover it.
9.1.2
Software Fix-on-fail management
•
The Managed Service Partner shall provide fix-on-fail support by following the Service
Management processes for the Users including:
•
Resolution of Incidents relating to standard install applications.
•
The Managed Service Partner shall be responsible to restore Workstations to their
standard configuration as needed.
•
Resolution of incidents relating to Workstations and mobile devices that require
changes including but not limited to:
Application / system configuration.
Application installation and distribution in line with the approved Workstation
image.
Restoration of network configuration, standard printer configuration,
standard drivers and other approved accessories and peripherals as needed in
coordination with Print Services team.
Other 2nd level support activities including, but not limited to
Reconfiguration, archiving and errors in macros, driver installs and upgrades,
etc.
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•
•
•
9.1.3
In case of a Microsoft software error, the Managed Service Partner shall be responsible
for providing and operating a workaround as the case may until such time as the error is
diagnosed, fixed, tested and installed.
Any new hardware / software that is introduced must follow the agreed Change and
Release Management processes
The Managed Service Partner shall update all relevant documentation when applying
any changes to the standard Workstation software
Hardware Management
• Be responsible for coordinating with relevant teams within UNHCR for the provision of
system hardware, accessories and peripherals used in delivery of the services in line
with UNHCR standards and for ensuring that it is fully supported and maintained.
• Ensure that as changes are made to the Workstation hardware have followed the
Change and Release management processes and do not cause a negative impact on
applications and processes and that they continue to operate efficiently.
• Advise UNHCR of suggested changes to standard hardware configurations. Such
changes may only be effected by following the Change and Release management
processes with the explicit written approval from UNHCR. Managed Service Partner
shall ensure that the relevant documentation is updated accordingly.
• Not introduce any hardware or software for use as system hardware until such
hardware/software has been approved by UNHCR.
• Follow the approved Change and Release Management process for any new hardware /
software that is introduced.
• Replace any non functioning item of client hardware (including mobile devices) with a
functioning unit. The Managed Service Partner shall treat each component of the client
hardware such as a monitor or a base unit separately.
• Draw up a schedule of preventative maintenance to the hardware in line with good
industry practice for agreement with UNHCR, The Managed Service Partner shall
ensure that preventative maintenance is scheduled outside Business Hours or as
otherwise agreed with UNHCR to minimise disruption to users and ensure continued
provision of the services. The Managed Service Partner shall be responsible for
carrying out preventative maintenance to client hardware in accordance with the agreed
schedule.
9.1.4
System Security Updates (incl. anti-virus)
• Provide and maintain Virus protection software in line with UNHCR standards that will
protect the workstation from viruses that may be introduced to the network and the client
environment by any means. The Managed Service Partner shall update the relevant
documentation with details of any such software.
• Actively monitor threats to the workstation and shall take all reasonable actions in line
with industry best practice to protect UNHCR from new threats as they emerge. This
includes cases where the user is connected directly to the secure company network, by
VPN or connected directly to the internet from a UNHCR mobile device.
• In case of a virus attack / infection on a User workstation/mobile device; ensure that the
infected file(s) is(are) quarantined and / or the User workstation/mobile device is
disconnected from the UNHCR network as needed to avoid the spread to other
workstations connected to the network.
• Ensure that updates to Virus signatures for Virus protection software are distributed to
and installed on all workstations/mobile devices that are connected to the network within
four hours of such update or upgrade being made available for distribution after Service
acceptance.
• Provide reports setting out the number, name and location of viruses that have been
automatically detected and eradicated. Such reports shall be included in the standard
Monthly Service Report or as requested.
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9.1.5
Systems Maintenance – Provision of Software
• Distribute new software builds (desktop and laptop images) and for Mobile devices as
needed that are required in line with changes to the UNHCR standards.
• Support UNHCR’s Standard Operating Environment, workstation builds and, if specified,
bespoke Workstation builds, group policies and their associated logon scripts and logon
/ log-off facility and configuration standards as defined by UNHCR.
• Record and track all software used by them to deliver the services.
• Ensure that all software provided or distributed by them is maintained in fully functional
condition.
• Be responsible for ensuring that suitable license arrangements are in place for all
software deployed. The Managed Service Partner shall be responsible for the ongoing
management and monitoring of license usage in order to ensure that such usage is both
legal and efficient, including the enablement of license re-deployment to minimize
license costs. The Managed Service Partner shall provide evidence when requested by
UNHCR.
• Ensure that only authorized Users have access to specific software in line with UNHCR
standards.
9.1.6
Systems Maintenance – Maintenance and Support of Client Software
• Notify when software patches, fixes and maintenance releases or ad-hoc software
releases are necessary and agree a timescale for their distribution following the
Change, Release and Deployment processes.
• Distribute, apply and test the software patches, fixes and maintenance releases or adhoc software releases as required.
• Repair or the assign (in coordination with Global Service Desk) to the appropriate
resolution group any client software that is not fully functional.
• Provide preventive maintenance and analysis including, but not limited to:
•
Acting on software patch releases as appropriate.
•
Scheduling downtime.
•
Root cause analysis.
•
Trend analysis.
•
Identification of repeating faults/known errors.
•
The above will follow the Problem, Change, Release and Deployment processes.
9.1.7
Mobile devices
• Ensure that all the UNHCR owned mobile devices are included and maintained as part
of the agreed Asset Management process.
• Track the mobile devices with their corresponding contract and the user it is issued to.
9.1.8
Asset management and Configuration Management
• Ensure that the Asset Register compiled by the Managed Service Partner includes,
either physically or logically, information on all physical hardware assets in use within
UNHCR ICT Environment.
• Work with UNHCR to ensure that the information in the Asset Register includes
information of the Asset owner, Asset Class, and other Asset attributes.
• Ensure that the Asset Register reflects the up-to-date situation and is periodically
maintained.
• Work with UNHCR to perform an audit of the Asset Register at least every six months to
ensure that the details of Assets recorded therein remain accurate and up-to-date. The
Managed Service Partner shall ensure that UNHCR has full access to the results of
such audits once those results are available.
• Document the processes for ensuring that change to Assets is performed in a controlled
and managed manner and protects the accuracy of information in the Asset Register.
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•
•
9.1.9
User training
•
•
•
9.2
Maintain, as a component of the Asset Register, an audit trail of all changes in Assets.
The audit trail shall include information relating to planned, ongoing and completed
changes. The Managed Service Partner shall record changes in location, configuration,
and usage and where the Asset has been subject to a Problem or Incident.
Ensure that all information in the Asset Register is available to UNHCR and shall
provide summary reports on request.
When new equipment and/or devices are made available to the Users, or when the User
procedures are changed, the Managed Service Partner shall ensure that User training
and/or documentation is put in place in agreement with UNHCR.
The Managed Service Partner shall undertake User training as appropriate. Activities
involved in the delivery of this service include, but are not limited to:
•
Provide User training plan in agreement with UNHCR.
•
Ensure Users are notified of date, location etc. of the training.
•
Provide documentation / manuals for training purposes.
•
Training on both the use of the equipment, and also on how to improve the use of
the service.
For all the services provided by the Managed Service Partner, they shall coordinate with
the relevant UNHCR teams to administer the complete training service from request for
training through to evaluation of the training delivered and shall make the results of all
evaluations available to UNHCR.
Software tools
The Managed Service Provider is expected to use the desktop management tools that are
already established at UNHCR. This includes the LANDesk:
• Service Desk
• Management Suite
• Patch Manager.
9.3
The minimum and optimum operating hours for Desktop services are the same as those for
Data Centres (i.e. on-site for 12 hours per day from 07:30 to 19:30) with on-call services
outside these hours.
9.4
Implementation of new Desktop services
The Managed Service Partner is expected to be actively involved in the development of
Desktop services.
have stabilized.
9.5
Out of Scope Desktop Services
this RFP:
• Print services.
• Non-standard software installation or support.
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10
Corporate Messaging Service Scope
Corporate Messaging component of Managed Services.
This service includes all aspects of the email service including licenses and supporting the
server side but excludes hardware and operating system; collaboration tools include any
networked collaboration tools supporting all Users in the Headquarters and Field locations
across UNHCR footprint.
10.1
Support Services
The Managed Service Partner shall provide support services for Email, Instant Messenger,
web email access, etc for all Users at all in-scope locations, including documentation by
following ITIL Service Management processes and as per guidelines and policies as defined
or agreed by UNHCR. The sub-services include, but are not limited to:
• Email services (including calendar, Mail relay and filtering services).
• Mobile device data sync services.
• Collaboration services.
• Security Services.
• User training.
10.1.1
Email services
• Resolve incidents relating to email service that require changes including but not limited
to:
•
•
Operational aspects including availability, performance and stability.
• Queue and retain email in the event of a failure in the mail server or a connection, in
order to prevent messages from bouncing. The Managed Service Partner shall
gradually transmit queued email upon resolution of the problem to avoid overloading the
servers.
• Support email requirements of varying complexity, in terms of load and volume.
• Provide and support instant messenger services to all Users.
• Provide and support web email services to all Users.
• Support a management interface which provides, but is not limited to the following:
•
Configuration tools allowing UNHCR to set policies, rules and routing requirements
•
Email activity trends, such as daily, weekly, monthly, and yearly volumes and
patterns.
•
Email cleaned, deleted or rejected.
•
Management of user and domain permissions.
•
Real-time service statistics and availability data.
•
User and company domain activity.
• Provide proactive filtering of incoming email for viruses, spam, malware, phishing,
directory harvest, denial of service.
• Provide Email messages relay service for other UNHCR applications requiring SMTP
service.
• Ensure that any changes made have followed the Change and Release management
processes and do not cause a negative impact on applications and processes and that
they continue to operate efficiently.
• Update all relevant documentation in line with UNHCR policy and procedures.
• Manage disk quotas for individual mail boxes.
• Perform capacity planning.
• Perform backup and recovery of data.
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10.1.2
Mobile device data sync services
• Ensure that all UNHCR approved mobile devices including, but not limited to
Smartphones, Tablets, iPhone, Blackberry devices and PDAs and their associated
ancillary equipment if any are able to synchronize with the UNHCR email systems.
• Ensure that these devices are appropriately configured for the Users.
10.1.3
Collaboration services
• Provide support for Users for all approved collaboration tools that includes but not
limited to:
•
•
Application installation.
•
Operational aspects including availability, performance and stability.
• Be responsible for providing support to all approved collaboration tools including any 3rd
party software.
• Update all relevant documentation in line with UNHCR policy and procedures.
10.1.4
Security Services
• Implement security procedures to preserve the confidentiality and integrity of all email
traversing UNHCR network. These include, but are not limited to, authentication,
encryption, and access restriction as required.
• Perform periodic reviews of the existing email policy.
10.1.5
User training
•
•
•
10.2
When new equipment and/or devices are made available to the Users, or when the User
procedures are changed, the Managed Service Partner shall ensure that User training
and/or documentation is put in place in agreement with UNHCR.
The Managed Service Partner shall undertake User training as appropriate. Activities
involved in the delivery of this service include, but are not limited to:
•
Provide User training plan in agreement with UNHCR
•
Ensure Users are notified of date, location etc. of the training
•
Provide documentation / manuals for training purposes
•
Training on both the use of the equipment, and also on how to improve the use of
the service.
For all the services provided by the Managed Service Partner, they shall coordinate with
the relevant UNHCR teams to administer the complete training service from request for
training through to evaluation of the training delivered and shall make the results of all
evaluations available to UNHCR
The minimum and optimum operating hours for Corporate Messaging services are the same
as those for Data Centres (i.e. on-site for 12 hours per day from 07:30 to 19:30) with on-call
services outside these hours.
10.3
Implementation of new Corporate Messaging services
network and LAN services including integration of messaging with IP telephony, instant
messaging, presence notification, unified messaging, etc. which are the subject of another
RFP.
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have stabilized.
10.4
Out of Scope Corporate Messaging Services
this RFP:
• Telephony and videoconferencing.
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11
The following generic requirements apply to all aspects of Infrastructure Development,
Support and Maintenance.
11.1
Service Management Processes
The Managed Services Provider shall provide the contracted service by following Service
Management Processes as defined by UNHCR or in the absence of a Process, by following
best practice conforming to the ITIL v3 standards in agreement with UNHCR. The Managed
Services Provider is expected to follow or interact as required, with the processes including
but not limited to:
• Incident Management
• Problem Management
• Change Management
• Release Management
• Configuration Management
• Demand Management
• Service Portfolio Management
• Service Acceptance
• Financial Management
• Service Level Management
• Supplier Management
• Capacity Management
• Service Catalogue Management
• Availability Management
• ICT Security Management
• ICT Service Continuity Management
• Major Incident Management
• Service Request & Access Management
• Continuous Service Improvement
• Service Measurement & Reporting
11.2
Business Continuity
The Managed Services Provider is expected to follow the Business Continuity processes as
per guidelines and policies defined by UNHCR. Any process defined for the delivery of
services shall conform to the relevant UNHCR BCP processes and approved by UNHCR.
The Managed Services Provider shall provide a single point of contact for all matters related
to Business Continuity services.
The Managed Services Provider shall provide Business Continuity Management and be
responsible for:
• Ensuring that Business Continuity (BC) and Disaster Recovery (DR) Plan integrate with
business continuity plans across UNHCR and, if required, other pertinent organizations.
• Ensuring that appropriate business continuity and disaster recovery plans for all
Managed Services Provider processes, infrastructure and systems required to ensure
that Service Levels are met.
• Ensuring that all BC and DR plans are reviewed and agreed at least annually with
UNHCR.
• Ensuring that all BC and DR arrangements are tested to standards agreed with UNHCR
at least annually.
The Managed Services Provider shall provide results of BC and DR tests and status of
proposed or agreed changes arising from these with UNHCR and other agreed the bodies
like, but not limited to the audit committee.
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11.3
Policy and Standards
The Managed Services Provider shall provide UNHCR with a single point of contact (SPOC)
for all Contract Management matters, and a clear escalation path on all services provided.
The Managed Services Provider shall provide UNHCR with a Reporting process,
highlighting key individual responsibilities, dependencies and escalation path. The
Managed Services Provider shall advise of any change to the Management Structure
through the life of the Contract.
If necessary, the Managed Services Provider shall, jointly with UNHCR, draft Service Levels
for new areas of service prior to implementation and for proposed changes to existing
Service Levels.
For Projects awarded to the Managed Services Provider:
• The Managed Services Provider shall manage the Project using an agreed and
recognized project management methodology in line with UNHCR standards and
policies.
• The Managed Services Provider shall provide product descriptions during the planning
cycle for all products to be produced in line with agreed project management
methodology.
• The Managed Services Provider shall follow the project management processes, ITIL
based Service management processes that have been defined by UNHCR Project
office, or in its absence, follow a process with the prior approval of UNHCR.
11.4
Annual Review
The Managed Services Provider shall cooperate with UNHCR for the production of annual
review reporting, which shall be available no later than 4 weeks after the end of the annual
anniversary of the contract award date.
The annual review shall include all reporting elements of the Service Management
processes including but not limited to:
• Managed Services Provider’s overview of the reporting year, e.g. key service
improvements, cost savings, delivery of particular services or applications, SLA
performance, benefits delivered to customers, major changes, and upgrades.
• Financial overview of the reporting year, to include all key financial KPI’s summarized
for the year including network and desktop costs through the year as appropriate,
savings achieved over previous year, etc.
• Service Overview of the reporting year to include summaries of:
•
Performance Monitoring;
•
Capacity Management;
•
Availability Management;
•
Financial Management and Billing;
•
Incident Management;
•
Problem Management;
•
Change and Release Management; and
•
Configuration, Asset and Inventory Management.
• Summary of customer satisfaction surveys undertaken through the year.
For projects and new services:
• Key projects and new services delivered in the year;
• Innovation and solutions presented to UNHCR;
• Project Performance summary.
11.5
Monthly Report
The Managed Services Provider shall cooperate with UNHCR for the production of a
monthly service report to be available no later than 10 working days after the first working
day of the month.
The monthly report shall be concise and in readable electronic format.
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The details of the monthly service management report would include.
• RAG (Red, Amber, Green) status of all contract areas;
• Performance against SLAs;
• Major incidents;
• Change Requests;
• Business and service improvement plans;
• Configuration management changes;
• Preventative maintenance report;
• Changes to Assets and inventories;
• IMACs report;
• Networks and Applications availability; and
• Security issues report.
11.6
Project and Development Performance
The Managed Services Provider shall provide regular performance monitoring reports
(frequency to be agreed) on infrastructure service development and maintenance
productivity, timeliness of delivery of projects / releases, software quality, reliability of
estimates and reasons for variations between estimates and actuals.
11.7
Ad hoc reports
On request by UNHCR, the Managed Services Provider shall produce ad-hoc service or
financial reports within a timescale of up to two days for any of the contracted Services
11.8
Satisfaction Survey
The Managed Services Provider shall cooperate with UNHCR to conduct Satisfaction
Surveys at mutually agreed intervals to measure User satisfaction with the support and
delivery of the services at all levels of the organization.
11.9
Access to Infrastructure
UNHCR will provide access to all Production and non-Production environments for all ICT
infrastructure within the scope of this RFP. When working from remote sites (off-site
support) the Managed Services Provider will ensure that adequate security is in place to
safeguard UNHCR infrastructure and data. This will include, amongst others, ensuring that
all remote access is via VPN or other secure links.
If, for ease of support and maintenance, the Managed Services Provider needs to replicate
locally any infrastructure components, they will ensure that this is done in an isolated and
dedicated container logically and physically separated from any in-house equipment. The
Managed Services Provider must request and obtain UNHCR’s permission beforehand.
11.10
License and asset management
For all work performed from UNHCR’s premises, UNHCR will provide standard office
facilities to support and maintain the infrastructure.
For all work performed remotely by the Managed Services Provider from their own premises
(off-site), the Contactor will be responsible to provide desktop support, communications links
with adequate bandwidth, and all software and hardware necessary to support the UNHCR
infrastructure. This includes any UNHCR infrastructure that the Contractor replicates for
support or development purposes.
As described under the specific service descriptions, the Managed Service Provider is
expected to maintain the asset register for all UNHCR assets under its mandate.
UNHCR will maintain control and ownership of all software licenses and the relationship with
the respective software vendors.
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11.11
Vendor management
The Managed Service Provider will be expected to manage the day to day relationship with
suppliers and the underpinning contracts for support and maintenance of software and
hardware under their control. This will include:
• Coordination with vendors for support services.
• Logging and monitoring incidents and problems with OEM suppliers.
• Escalation of incidents and problems as required ensuring speedy resolution or the
provision of an acceptable work-around pending resolution.
• Managing any assets sent for repair or replacement• Periodic review, with UNHCR, of the vendor’s performance against the SLAs in the
under-pinning contracts.
The Managed Service Provider may be asked to participate in contract and SLA negotiation
but the primary responsibility will remain with UNHCR.
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12
Infrastructure Skills Inventory
For service development projects UNHCR intends to issue Statements of Work (SOWs) to
the Managed Service Provider either for the delivery of a turn-key solution (at an agreed
fixed price), or on a Time and Materials basis.
For T&M based SOWs, we would expect the Managed Service Provider to work off a preestablished rate card based on the specific skills required.
This section outlines the skill sets that we envisage requiring as part of the overall
Infrastructure Managed Services contract.
12.1
Service Development
This category includes the profiles that may potentially be required to assist UNHCR/DIST
to develop new infrastructure services or to perform future upgrades the existing ICT
infrastructure and associated services.
Senior Infrastructure/Network Specialist:
•
•
Tasks:
•
Performs complex design, engineering, implementation, maintenance, and upgrade
of the HQ data center servers, local area network (LAN) and/or wide area network
(WAN), and/or security infrastructure located at HQ
Required skills:
•
Experience in designing, developing, and implementing new virtual environments
based on virtualization technologies such as VMWare, Hyper-V, iSCSi/FC SANs
•
Experience with iSCSi/FC NetApp SAN storage systems
•
Experience with WAN optimization
•
Strong background in LAN and WAN TCP/IP networking environment and
experience designing, developing, installing, managing and monitoring network
security and routing solution including Checkpoint firewalls and CISCO routers.
Senior Microsoft Systems Specialist:
•
•
Tasks:
•
Provide expertise for any project that requires integration with Microsoft Windows
Servers, SQL Server, IIS, SharePoint, and/or Microsoft Active Directory.
Required skills:
•
Experience (min 8 years) current and recent versions of Microsoft Windows Server
and associated components.
•
Microsoft Active Directory.
•
Microsoft SQL Server, including BI services and integration.
•
Microsoft SharePoint Server, including workflow services.
•
Microsoft Dynamics CRM.
•
Microsoft Server Certification.
Junior Microsoft Systems Specialist:
•
•
Tasks:
•
Provide expertise for any project that requires integration with Microsoft Windows
Servers and Desktop, and/or Microsoft Office.
Required skills:
•
Experience (min 4 years) current and recent versions of Microsoft Windows Server
and Desktop OS.
•
Current and recent versions of Microsoft Office, Outlook, and associated software.
•
Microsoft Server Certification.
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Microsoft Exchange Specialist:
•
Tasks:
Provide technical leadership, standards and best practices during infrastructure
design and implementation phases of Microsoft Exchange 2010.
•
Work with the managed service provider to ensure all proprietary and third party
applications properly integrate with the firm’s network infrastructure.
•
Perform data migration from legacy email to Microsoft Exchange 2010
•
Integration of third party software to Microsoft Exchange including but limited to
Microsoft SharePoint, OpenText LiveLink, and Blackberry BES.
Required skills:
•
Strong experience in designing, implementing and optimizing Microsoft Exchange
system over MPLS and VSAT WAN
•
Proven migration experience of legacy messaging systems to Microsoft Exchange
platform.
•
Microsoft Exchange 2010 certification.
•
•
Microsoft Active Directory Specialist:
•
•
Tasks:
•
design and build phases of the Microsoft Active Directory service.
•
Work with the Applications and Infrastructure teams to ensure all proprietary and
third party applications properly integrate with Microsoft Active Directory.
Required skills:
•
Strong experience in designing, implementing and optimizing Active Directory
services over MPLS and VSAT WAN for 300+ nodes global network infrastructure
and proven architectural experience with LDAP infrastructures and naming service.
•
Strong experience in migration and integration with Novell eDirectory and Open
LDAP.
Infrastructure Security Specialist:
•
•
12.2
Tasks:
•
Perform infrastructure security audits
•
Perform penetration tests
•
Document exposure threats, risks, prevention and mitigating actions
•
Advice on preventative and corrective actions to take
•
Prepare security policies
•
Assist in infrastructure system design
Required skills:
•
Experience (10 years +) in management, design, and development of security
aspects of business critical infrastructure;
•
Experience in all aspects of network and ICT infrastructure security;
•
Knowledge of PKI, encryption, certificates, etc.;
•
CSSA / CSSM certification a distinct advantage.
Service Design
Technical Analyst:
•
Tasks:
•
design, build, migration and deployment phases;
•
Analyze and scope the area of analysis, working with project managers and
business sponsors to clarify the level and complexity of the business analysis effort
needed for a new project;
•
Select the appropriate elicitation techniques to efficiently identify critical business
requirements;
•
Conduct effective requirements reviews to improve the quality of requirements
deliverables;
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•
•
Build strong relationships with project stakeholders.
Required skills:
•
Experience (10 years +) in management, design, and development of business
critical infrastructure.
•
Experience (10 years +) in infrastructure platform migration and deployments with
expert knowledge in network design, storage, backups, security and monitoring
technologies.
•
Previous experience in UN, International or other humanitarian organization process
will be a distinct advantage.
•
Excellent command of spoken and written English.
•
Relevant Project Implementation experience involving all stages of a project life
cycle.
•
ITIL Change control procedures.
•
Ability to carry out information gathering exercises, document results and compile
project deliverables, such as requirements definition, fit-gap analysis, cost-benefit
analysis, feasibility studies, project vision and strategic planning.
•
Interpersonal skills required include:
Ability to work in a truly multicultural environment;
Ability to organize and carry out workshops/brain-storming sessions with
clear objectives;
Good communication skills and able to explain and present complex topics
to audience of variety level of IT expertise;
•
Expert knowledge of IT productivity tools, such as MS Office, (Word, Excel,
PowerPoint), and process documentation tool(s) such as Visio, MS-Project;
Infrastructure/Network Architect:
•
•
12.3
Tasks:
•
Contributes to ensuring that UNHCR has an appropriate IT architecture to meet the
strategic direction of UNHCR.
•
Creating roadmaps that will deliver convergence to the new architecture.
•
Monitoring progress against roadmaps to ensure desired outcomes are achieved
•
Define standards related to the infrastructure architecture.
•
Identify the impact on other systems of new proposed infrastructure changes and
undertake a gap analysis to define areas of discrepancy.
Required skills:
•
Experience (10 years +) in management, design, and development of business
critical infrastructure.
•
Large Network Infrastructure architecture and design experience across multiple
technologies: Hardware Platform, Enterprise Storage, Virtualization, Security,
Software tools and Automation.
•
Experience in management of Internet-based real-time applications.
•
Strong project management skills with multi-faceted teams.
Service Support and Operations
In addition to some of the skill profiles included under Service Development and Service
Design.
Telecommunications Professional:
•
Tasks:
•
Deploy various telecommunications solutions in accordance with UNHCR
standards; Be responsible for monitoring and maintenance of various
telecommunications systems deployed by UNHCR in the field and HQ;
•
Install, configure and commission conventional and digital RF systems in
accordance with UNHCR requirements, ITU standards and local regulations;
•
Install, configure and commission satellite earth stations in accordance with UNHCR
requirements, ITU standards, EMC/GVF recommendations and local regulations;
•
Integrate telephony solutions into the new or existing network infrastructure, ensure
their survivability and interfacing with VSAT, WAN, PSTN as described in project
documentation of UNHCR;
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•
•
Deploy wireless communications solutions, video surveillance systems, manage
cabling and infrastructure projects, install power systems in accordance with
UNHCR standards, requirements of manufactures and local regulations; Liaise with
authorities to timely obtain required permits and authorizations;
•
Perform diagnostics and repair of hardware problems pertaining to the HCR
telecommunications equipment;
•
Assess and provide recommendations on standard telecommunications hardware
specifications;
•
Assist in the analysis and definition of telecommunications solutions for systems
under development;
•
Provide information on availability of support packs, relevant firmware updates.
Ensure that software and firmware of associated telecommunications systems is
updated in order to comply with the latest UNHCR guidelines on security and
performance.
•
Install and configure Tele- and Video conferencing solutions in accordance with
UNHCR standards;
•
Be ready/responsible to administrate (create updates and guidelines etc.) and
schedule Tele- and Video conferences but also develop a best practice in
accordance with our existing- and future resources.
•
Be prepared to work outside normal working hours in order to conduct installations,
maintenance and other infrastructure support activities;
•
Liaise with technical units within DIST concerning deployment, configuration and
troubleshooting of telecommunications equipment and solutions;
•
Ensure that performance of telecommunication solutions in compliant with
maintenance contracts and SLA provisions; Liaise with UNHCR technical units for
timely resolution of incidents;
•
Apply a variety of specialized software tools to remotely access, monitor, support
and configure data and voice network components;
•
Perform LAN administration functions when required; Provide support to ICT
services of UNHCR in solving connectivity and data infrastructure problems;
•
Extended experience with TCP/IP networks, VPN, firewalls, routers and information
security procedures; Ability to use network analysis tools;
•
Maintain asset database within the area of technical responsibility; Assist in
decommissioning of obsolete equipment as required by UNHCR regulations;
•
Generate telecommunications reports (periodic, mission, etc.);
•
Provide support to staff on the use of telecommunications equipment, advise on
best practices and communications standards, explain troubleshooting and safety
procedures;
•
Provide telecommunications advice to implementing partners of UNHCR.
Required skills:
•
Experience (5+ years) in installing, configuring and managing telecommunications
equipment in large and complex environment within standard operating procedures.
•
Experience in LAN and WAN TCP/IP voice and data infrastructures, experience
managing and monitoring network performance;
•
Proven ICT project management experience;
•
Experience in customer services and the ability to provide a professional interface
with the user community. Good interpersonal skills.
•
Experience in managing and keeping up to date information in a stock control /
asset management system.
•
Proven ability to trouble-shoot networking issues and provide viable solutions or
temporary work around to keep the data and voice solutions operational.
•
Proven ability to perform problem management and root cause analysis.
•
Proven ability to work with attention to details and under pressure.
•
Proven experience of working in large organizations with a multicultural
environment.
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Mobile Device Specialist:
•
Tasks:
Configure mobile devices, create and deploy security and device management
policies based on the organization's standards and corporate policies, carry out
functionality and configuration tests on devices as well as on mobile applications
and solutions, troubleshoot problems and support devices including iOS (Apple),
Blackberry (RIM), Android (Google) and Windows Mobile (Microsoft);
•
Design user interface architecture and workflows, develop mobile applications,
integration with web services, back-end connectivity to databases and other
applications, develop API platforms for existing services.
Required skills:
•
In-depth hands-on experience in configuring, pushing out device management and
security policies, troubleshooting (both client side and server side) and supporting
one or more mobile devices including iOS (Apple), Blackberry (RIM), Android
(Google) and Windows Mobile (Microsoft)
•
Strong Experience with enterprise-level mobile device and applications
management / synchronization
•
Strong concept & data visualization and interaction design skills including task
flows, user object models, wireframe etc.
•
Strong experience with IDE and SDK tools including Eclipse, Xcode, iOS SDK,
Android SDK etc.
•
Experience with front-end programming languages including PHP, .NET, Java, etc.,
with back-end databases including MS SQL Server, MySQL, and with mobile
technologies such as Mobify and PhoneGap.
•
•
12.4
Project management
This category includes the profiles that will be required to manage and run the upcoming
infrastructure upgrade and migration projects. UNHCR/DIST will be looking for a partner
with a proven track record in the successful implementation of large ICT infrastructure
projects and with a strong pool of resources to support those activities.
Project Manager:
•
•
Tasks:
•
General project management of an ICT Infrastructure project.
•
Report to the DIST CIO and project sponsor on the status of the project.
Required skills:
•
Sound Project management experience (min. 5 years) with a proven track record.
•
Excellent consulting skills in terms of managing client expectations; being tenacious
and inquisitive; proactive and a ‘can do’ attitude.
•
Proven experience within ICT infrastructure implementation, upgrade, and migration
projects.
•
Considerable experience in ICT project methodologies, tools and methods;
•
Certification in a recognized Project Management methodology, PMP, PRINCE2,
etc.
•
Excellent command of English, written and spoken.
•
Good interpersonal skills: communications skills, organizational skills and people
management abilities and techniques.
•
Coordinate meetings with end users and work closely with the project owners,
users, functional and technical teams.
•
Manage issues, risks, etc.
•
Create high quality project documents and charts.
Programme Manager:
In addition to the skills of the Project Manager:
• Tasks:
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•
Coordinate and manage a series of parallel ICT infrastructure projects as a
consolidated programme, ensuring that each individual project is successfully
completed.
•
Report to the DIST CIO and to the ICT Governance Board on the overall status of
the infrastructure programme.
Required skills:
•
A minimum of. 10 years’ experience as a successful project and programme
manager with a proven track record managing large (value, resources, scope, time,
etc.) programmes and projects related to ICT infrastructure upgrades and
migrations.
•
Excellent and communication abilities, comfortably interacting with Senior
Management, Operational and Client personnel at all levels.
•
Proven leadership to deliver to commitments (financial and otherwise) and share the
value of the company.
•
Professional and approachable management style, with a results orientated attitude.
•
Business focused and commercially aware, yet retaining extensive technical
knowledge and awareness of current and emerging technologies.
•
Highly developed client facing skills, able to negotiate at a senior level, establishing,
developing and maintaining strategic business relationships.
•
Skilled Programme/Portfolio Manager with in-depth knowledge and experience of
implementing ‘best practice’ methodologies i.e. MSP, Prince2, Six Sigma, CMMI
and DSDM.
•
Proactive people manager – establishing teams, motivating and empowering
personnel, transferring skills, mentoring management and leading from the front.
•
Worked within the guidance provided by the UK OGC “Managing Successful
Programmes” (or equivalent).
•
Understanding or practitioner level in ITIL, CobiT, M_o_R, TOGAF, etc.
•
Experience in setting up and working with a P3O (Portfolio, Programme, & Project
Office).
•
Ability to maintain a Risks Register for the projects within the Programme.
Projects, Programme Planner & Scheduler:
•
Tasks:
Assist the Project and Programme managers to plan and schedule the tasks related
to ICT Infrastructure projects.
•
Prepare project status reports.
•
Maintain the project risks register.
•
Required skills:
•
Proven experience working within a P3O to manage the projects and programme
resource usage matrices.
•
High level planning of projects and programmes
•
Preparation and delivery of project related reports to management.
•
Skills in planning, scheduling, in particular the ability to:
develop and integrate a planning template based on the in-house project
methodology;
produce programme and project level planning protocols;
design the template in such a manner as to ensure the production of
reliable and standardized 'Management Information' and Key Performance
Indicators;
identify and manage all Project/Programme interdependencies;
pass on planning skills to appropriate members of the permanent staff;
facilitate coordination of the assumptions, risk, issue, dependency and
change control logs within the consolidated programme level plan and
Risk/Issues log;
support project managers during the transition to or the initial use of the
template;
produce a programme level consolidated plan of active projects;
prepare initial plans for future projects circa 2012/2013 and consolidate
them into a programme plan;
•
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manage planning governance and good practice;
project manage development and roll out of the planning protocols,
governance and training;
Specific applications skills in MS-Project, MS-Visio, MS-Office, etc.
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13
Service Levels and Performance Targets
This section outlines the organization’s expectations for Service Level Agreements and
Performance Targets.
In responding to this RFP, you should provide details of how you manage SLAs and
Performance Targets in existing managed service engagements and how you would adapt
to the expectations of UNHCR.
13.1
Criticality and Priority Matrices
Based on the ITIL framework, UNHCR has defined and uses criticality levels for Incident
management and escalation, and has defined priority levels for Change Management.
The Service Level Agreements that DIST will establish with its customers will reflect these
matrices and will also underpin the SLAs that DIST will expect to establish with the
Managed Services Provider for ICT Infrastructure.
13.1.1
Impact
Impact is common to both Incident Management and Change Management. The following
table describes the levels of impact that are considered.
Rank
Description
Severe
(UNHCR wide)
Significant
(Country, Division)
Localized
(users)
13.1.2
Impact is Organizational wide or Multiple Business Units.
Impact affects Country(s) or Division(s) or Multiple Business Units.
Single office or less than 20 users.
Incident Criticality
UNHCR uses the following matrix to determine the criticality of an incident or service failure.
Within LANDesk, the same criticality levels are applied to incidents.
Impact
Incident
Criticality
Urgency
Severe
(UNHCR wide)
Major
(Country, Division,
or Bureau)
Localised
(User level)
High
C1
C2
C3
Medium
C2
C3
C4
Low
C3
C4
C5
Figure: 7: Incident Criticality Matrix.
In the sections that follow, proposed SLAs and performance targets are given.
13.1.3
Change Priority
All Requests for Change have a Priority assigned that is based on the impact and urgency
of the requested change. Impact is as described for Incidents.
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13.1.4
Urgency
The following table describes the levels of urgency that are considered:
Rank
Description
Organization disruption and /or degradation of business critical
services. Treat as Emergency change.
Severely affecting large numbers of users or some key users.
No workaround available.
No severe impact but rectification cannot be deferred until the
next scheduled release/maintenance window or upgrade.
A change is justified and necessary, but can wait until the next
scheduled release/maintenance window or upgrade.
Immediate
High
Medium
Low
13.1.5
Priority Matrix
The following diagram shows how the combination of Impact and Urgency are used to
assign Priority to a Change Request.
Impact
RFC
Priority
Severe
(UNHCR wide)
Major
(Country, Division,
or Bureau)
Localised
(User level)
Immediate
Emergency
Emergency
Major
High
Major
Major
Minor
Medium
Minor
Minor
Minor
Low
Standard
Standard
Standard
Urgency
Figure: 8: Priority Matrix.
The following table defines the Response Level that is expected for a Request for Change
based on its Priority.
13.1.6
Response Levels
The following table describes the response levels expected for RFCs based on their relative
priority.
Response Level
Priority
C1
Emergency
C2
Major
C 3, C 4
Minor
C5
Standard
Description
Organization disruption and /or degradation of
business critical services, i.e. Emergency Change
Severely affecting large numbers of users or some
key users. No workaround available, i.e. Urgent
Change
No severe impact but rectification cannot be
deferred until the next scheduled
release/maintenance window or upgrade, i.e.
Extended Scheduled Change or Urgent Change
All Non-Emergency changes, i.e. Local, Preapproved and Scheduled
It is important to realise that RFCs classified as Priorities of Emergency, Major, or Minor will
result in an Emergency CAB as the implementation of the change cannot wait until the next
scheduled release/maintenance window.
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13.2
Objectives of Service Level Agreements
The objectives of these Service Level Agreements are to:
• Create an environment that is conductive to a co-operative relationship between the
Managed Service Provider and UNHCR and to ensure the effective support of our endusers.
• Document the responsibilities of both parties.
• Ensure that UNHCR receives a high-quality service.
• Define the service level expected of the Managed Service Provider, thereby reducing
the risk of misunderstanding.
• Institute a formal system of objective service level monitoring and measurement,
thereby ensuring that reviews of the SLAs are based on factual data.
13.2.1
Service Level Monitoring
The success of service level agreements depends fundamentally on the ability to measure
performance comprehensively and accurately so that credible and reliable information can
be provided to customers and support areas on the services provided.
Service factors must be meaningful, measurable, and monitored constantly.
Service level monitoring will be performed by the Managed Service Provider. Report will be
produced as and when required and forwarded to UNHCR for review.
Service level monitoring and reporting is performed on response times as outlined in the
following sections.
13.3
Service Level Agreements for Infrastructure Support Activities
The following are considered as the baseline service levels and performance targets for
Infrastructure Support and Maintenance activities. All times are assumed to be working
hours based on the locations where the service is provided. We would encourage you to
propose mechanisms whereby DIST could extend the hours of service given to our user
community.
13.3.1
Level 2 Response Time (time to intervene for incidents)
Definition: The time from when Global Service Desk assigns an incident to the service
provider, to the time the service provider responds confirming to the incident originator that
the incident has been assigned to an appropriate functional/technical analyst and is being
worked on.
Criticality
C1
C 2, C 3
C 4, C 5
Support type
Data Centre,
Network & LAN
IMAC,
Desktop
Messaging
on-site
15 mins
15 mins
15 mins
on-call
15 mins
30 mins
15 mins
on-site
60 min
60 min
60 min
on-call
60 min
120 mins
60 min
on-site
120 mins
120 mins
120 mins
on-call
next business day
next business day
next business day
Figure: 9: Level 2 Response Time.
13.3.2
Level 2 Restore Target (time to resolve incidents)
Definition: The time from when Global Service Desk assigns an incident to the service
provider, to the time that the service is resumed, a workaround is agreed, or a Problem
remediation plan is agreed.
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Criticality
Data Centre,
Network & LAN
IMAC,
Desktop
Messaging
C1
95% within 2 hours;
100% within 8 hours
95% within 2 hours;
100% within 8 hours
95% within 2 hours;
100% within 8 hours
C 2, C 3
95% within 4 hours;
100% within 12 hours
95% within 4 hours;
95% within 4 hours;
C 4, C 5
95% within 8 hours;
95% within 8 hours;
95% within 8 hours;
Figure: 10: Level 2 Restore Time.
13.3.3
Problem Management, Root Cause Analysis, and Proposed Remediation Plan
Definition: The time taken for root cause analysis to be completed and an appropriate
remediation plan to be proposed for the relevant service level and criticality.
Criticality
Data Centre,
Network & LAN
IMAC,
Desktop
Messaging
C1
95% within 5 days;
100% within 10 days
95% within 5 days;
100% within 10 days
95% within 5 days;
100% within 10 days
C 2, C 3
95% within 10 days;
100% within 15 days
95% within 10 days;
100% within 15 days
95% within 10 days;
100% within 15 days
C 4, C 5
95% within 10 days;
100% within 20 days
95% within 10 days;
100% within 20 days
95% within 10 days;
100% within 15 days
Figure: 11: Problem Management Remediation Target.
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13.3.4
Service Request Response Time (time to intervene for service requests)
Definition: The time (in core working hours) from when Global Service Desk assigns the
Service Request to the service provider, to the time the service provider responds
confirming to the RFS/RFI originator that the Service Request has been assigned to an
appropriate functional/technical analyst and is being worked on.
Criticality
Data Centre,
Network & LAN
IMAC,
Desktop
Messaging
C1
1 hour
4 hours
4 hours
C 2, C 3
4 hours
8 hours
8 hours
C 4, C 5
8 hours
16 hours
16 hours
Figure: 12: Service Request Response Time.
13.3.5
Information Request Resolution Target
Definition: The time taken for an RFI to be answered with the appropriate information.
Criticality
Data Centre
Network & LAN
IMAC
Desktop
Messaging
C1
95% within 2 hours;
100% within 1 day
95% within 4 hours;
100% within 2 days
95% within 16 hours;
100% within 10 days
C 2, C 3
95% within 4 hours;
100% within 2 days
95% within 8 hours;
100% within 4 days
100% within 10 days
C 4, C 5
95% within 8 hours;
100% within 4 days
100% within 8 days
100% within 10 days
Figure: 13: Information Request Resolution Targets.
13.3.6
Service Level Compliance
Service level compliance will be measured and reported on a monthly basis and will be
calculated as the percentage of items within the agreed target level to the total number of
items.
For example:
Response % =
Number of calls responded to within stipulate response time
x100
Total number of calls received in the month
On completion of the transition to steady state managed services operation, the compliance
levels may be used to manage the performance regime, including penalties for poor service
achievement.
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13.4
Service Level Agreements for Infrastructure Development Activities
The following are considered as the baseline service levels and performance targets for
Infrastructure Development activities.
13.4.1
Work Request Response Time (time to intervene for change requests)
Definition: The time from when a Work Request is received at the service provider, to the
time the service provider responds confirming to the originator that the Work Request has
been assigned to the appropriate functional/technical resource and is being analysed.
Priority
Data Centre,
Network & LAN
IMAC,
Desktop
Messaging
Emergency
1 hour
1 hour
1 hour
Major
4 hours
4 hours
4 hours
Minor
8 hours
8 hours
8 hours
Standard
16 hours
16 hours
16 hours
Figure: 14: Level 3 Work Request Response Time.
13.4.2
Change Plan Response time
Definition: The time taken for a Work Request to be fully analysed, estimated, and priced
and a proposed change plan ready for presentation to the CAB for approval.
Priority
Data Centre,
Network & LAN
IMAC,
Desktop
Messaging
Emergency
95% within 2 hours;
100% within 1 day
95% within 2 hours;
100% within 1 day
95% within 2 hours;
100% within 1 day
Major
95% within 4 hours;
100% within 2 days
95% within 4 hours;
100% within 2 days
95% within 4 hours;
100% within 2 days
Minor
95% within 8 hours;
100% within 4 days
95% within 8 hours;
100% within 4 days
95% within 8 hours;
100% within 4 days
Standard
100% within 8 days
100% within 8 days
100% within 8 days
Figure: 15: Change Plan Response Time.
13.5
Service Availability Targets
The Managed Service Provider will be responsible for the overall “up time” of the ICT
Infrastructure covered by this RFP. The following target levels are provided as a guidance
to the level of service that would be expected.
Data Centre,
Network & LAN
IMAC,
Desktop
Messaging
Core hours
99.95
n/a
99.95
non-core hours
99.5
n/a
99.5
Figure: 16: Availability targets (percentage up-time).
Core and non-core hours will be based on the location and working week of each office.
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14
RFP Technical Response
This section outlines how we would like you to structure your technical response to this
RFP. Following the outline of this section will allow us to evaluate all submissions on an
equal footing and thus determine the most appropriate solution for UNHCR.
As will be seen from the Price Component, UNHCR is looking for a fully integrated solution
for ICT Infrastructure Managed Services that can be delivered via a phased and modular
approach. In particular, there should be a clear separation of services that can be delivered
at Headquarters (and Hubs) from Field Offices, and by category of Field Office.
14.1
Company profile
Ideally, UNHCR is looking for a single company with a proven track record in the provision
of Managed Services for Infrastructure Support, Maintenance, and Development. We are
also looking for a company that already has the capability to take over these responsibilities
in as short a period as possible. Providing solid evidence of this in your submission will be
important in the overall evaluation.
We would expect to receive submissions from established companies (minimum five years
on-going business in ICT Infrastructure Managed Services). Your company should have
experience working in an on-site / off-shore model with clients similar to UNHCR. We would
expect this to be amply demonstrated in the information provide in your response, and in the
references you provide.
14.1.1
Company overview
Please provide the background to your company, its history, areas of business, etc. Please
do not repeat information that has been requested elsewhere.
14.1.2
Financial stability, Supplier Viability
The proposal must outline long-standing history in the marketplace, a viable business model
and continuously sound financial results. Bidders should provide the following financial
information:
• Financial Statements: Summary financial statements (Operating Statement and
Balance Sheet) for the last 3 years. Please provide this information in electronic format
on the CD that will accompany your submission. There is no need to provide printed
copies of this information.
• Managed Services Revenue: Please provide an indication of the percentage of
Infrastructure Managed Services of your overall revenue (either within the company or
major business unit).
14.1.3
Overall capability statement
Please provide information on your Infrastructure Managed Services capability in general
and how this is integrated into your overall business model.
14.1.4
Supplier Strategic Vision
Provide an overview of your company’s strategic vision and how the provision of
Infrastructure Managed Services is part of that vision.
14.1.5
Global Reach
Provide information about the global reach of your company and how this can be used to
the benefit of UNHCR in general and more specifically how this influences your ability to
deliver high quality applications managed services as requested in this RFP.
Specifically, we are interested to know the level of coverage (on-site / on-call) you can
provide in those locations where UNHCR as a presence today – even down to the deep field
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locations. Your ability to provide skilled on-site support within an acceptable delay will be an
important evaluation criterion.
14.1.6
Off-site facilities
Provide an overview of your managed service facilities (locations etc.) and how these could
be leveraged to the benefit of UNHCR.
If you plan to provide some of the services from an off-shore location, please specify.
14.1.7
Information Security Policy
To the extent possible without compromising your own security, please provide details of
your Company’s Information Security Policy and specifically how this relates to the delivery
of Infrastructure Managed Services.
Please provide a copy of those aspects of your ISP that are relevant to this RFP.
14.2
Infrastructure Managed Services Capability
Please provide comprehensive information about your capability in the area of Infrastructure
Support, Maintenance, and Development – clearly indicating how this can be leveraged to
the maximum benefit to UNHCR.
14.2.1
Managed Services capability statement
Please give details of the technical and functional capabilities of your infrastructure
managed services operation. You should address your ability to cover the specific
infrastructure landscape at UNHCR.
14.2.2
Tools and Processes
Provide details of the additional tools and processes that you have at your disposal to
enhance the provision of infrastructure support, maintenance, and development. In the
Technical Proposal, you should indicate if these tools are provided at no additional charge
or if UNHCR would be expected to license these tools. In the latter case, please ensure that
the relevant cost information is contained in the Price Component only.
14.2.3
Solution Testing and Quality
UNHCR is looking to engage a Managed Service Partner who will be able to improve the
overall quality of our infrastructure services and maintain high quality solutions over time.
To this end, you should provide information on your infrastructure testing and quality
assurance facilities and how these would be integrated into the overall Infrastructure
Managed Service.
14.2.4
Managed Services Framework
UNCHR believes that the overall Infrastructure Managed Services will be delivered as three
distinct components and that this should be reflected in both the technical and price
submissions. It is UNHCR’s preference to engage a single service provider for all
infrastructure managed services. However, we do reserve the right to split this into multiple
contracts if we feel there is an overall benefit to the organization, or where it is significantly
cost effective to do so.
Please provide as much detail as possible in the Technical Response –without giving any
indication of the actual costs (which should be in the Commercial Response).
Infrastructure Support and Maintenance component
Please provide specific details of the operational aspects of your Infrastructure Support and
Maintenance capabilities. This could include:
• Your ability to integrate into our existing ICT Customer Services and Service Hubs, i.e.
co-locating staff with UNHCR;
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•
•
•
•
Your capacity to provide support and maintenance capacity outside the hours that will
be covered by UNHCR staff – in particular to pick up and respond to critical incidents
outside normal working hours;
Business process that you already have in place where you feel there would be an
advantage to UNHCR to adopt;
Technologies covered and how these align with the application landscape of UNHCR.
Your ability to meet and exceed the SLAs suggested in this RFP.
You should also include any other details that you think will be important to UNHCR in our
evaluation of your offer.
IMAC component
Please provide specific details of how you will deliver this service both for HQ and FO
locations. In particular how you will endeavour to provide UNHCR with as predictable a
service and cost model as possible. We are specifically interested in seeing the charging
mechanism.
• Fixed cost per IMAC service (each service being provided at a pre-agreed cost)
• Ticked based (fixed price per ticket, variable number of tickets per service)
• Hourly rate (with or without an agreed time allocation per service).
We are also interested in an option that would allow us to purchase in advance a quantity of
IMAC units and then use them as and when required. Over time, it may be possible to fix
an agreed lower threshold of IMAC units per month – which would also allow you as the
Managed Service Provider to predict a minimum staffing level for this service.
Infrastructure Service Development component
Please provide specific details of the operational aspects of your Infrastructure Service
Development capabilities. This could include:
• Your ability to integrate into our existing Service Development teams (Geneva,
Budapest, Amman) and how you would place staff to maximize through-put while
minimizing the need to co-locate staff.
• Your capacity to provide development capacity outside the hours that will be covered by
UNHCR staff – in particular to pick up and respond to critical Work Orders or RFSs
outside normal working hours;
• Business process that you already have in place where you feel there would be an
advantage to UNHCR to adopt;
• Technologies covered and how these align with the infrastructure landscape of UNHCR.
14.3
Case Studies and Reference Sites
Provide case studies of existing Managed Services engagements that your company is
currently undertaking. Of particular interest to UNHCR will be engagements that are
comparable to what we are hoping to establish. Special consideration should be given to:
• Large international engagements with services delivery in diverse locations;
• Engagements with Government or other Public Sector organizations;
• Engagements with United Nations organizations.
14.3.1
Reference Sites
Provide a minimum of three (3) reference sites that UNHCR can contact to assist in the
evaluation of your performance on existing managed services engagements.
Please ensure that you provide full contact details of each of the reference sites. UNHCR
reserves the right to contact these references directly and without your intervention.
14.4
Managed Services Life Cycle
Your submission must include comprehensive details of how you will manage the overall
managed services life cycle. This will include any finalisation of contact details and
definitions of the actual services covered in the contract and all aspects of the day-to-day
operation.
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14.4.1
Service Definition Phase
Provide information on how you intend to finalise the scope of the managed services
contract. Please make reference to the contract section of this RFP and ensure that your
response to this section covers the practical aspects of the service definition.
14.4.2
Service Transition Phase
Provide details and information about how you would propose to transition the existing inhouse services to your responsibility under the managed services contract. This should
clearly indicate the expected timelines and dependencies in meeting those timelines.
A high-level project plan should be included showing the optimum transition period.
14.4.3
Knowledge Management
Provide details of how you will manage knowledge transfer from existing UNHCR staff to
your staff. You should indicate the time you anticipate for this to be completed and the level
of commitment that will be required from UNHCR staff during this exercise.
You should also indicate how you will address any knowledge gaps that are identified, either
because the UNHCR staff member is no longer available or the level of information provided
is not sufficient to take full responsibility for the infrastructure.
14.4.4
Service Delivery and Management Phase
Provide details on how you will manage the day-to-day (steady-state) operation and delivery
of the Managed Service once the transition phase is complete. You should indicate the
level of staffing you would expect to have and indicate what proportion of the staff would be
on-premise (and in which locations(s)) and off-site (your premises).
14.4.5
Service Performance, Measurement, and Monitoring
Provide details on how you will measure the performance of the managed service and what
monitoring mechanisms must be in place to ensure that this is done.
14.4.6
Service Improvement
Provide details on how you would implement service improvements over time and how
these improvements could benefit UNHCR. Any service improvements that would impact
the terms of deliverables of the managed service contract could require modifications to the
contract itself and how this would be done should be addressed in your contractual
response.
14.4.7
Service Termination
Explain how you would transfer the Infrastructure Services to another managed services
partner in the event that UNHCR decided not to renew the contract with your company at
the end of the agreed term - or for any other reason prior to the normal end of contract term.
What would be the minimum (practical rather than legal) time required to successfully
transition all managed services you have envisaged to an alternative provider?
Please provide a high-level transition-out plan that would indicate the timelines and
significant milestones to wind down this service and transition to another company.
14.5
Managed Services Governance
UNHCR believes that overall governance of this managed service will be extremely
important and will have a significant influence on the success of the service.
Please provide details of the governance structure you would put in place to manage this
contract and the corresponding structure that you would expect UNHCR to have in place.
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14.5.1
Executive and Management Commitment
The DIST organizational structure (Section 2) has been endorsed at the highest level and
has the full support of the executive management. As part of the overall approval for Project
Prometheus, UNHCR and DIST have made a commitment to move to managed services for
Infrastructure Support, Maintenance, and Development.
To ensure that UNHCR selects a Managed Service Partner who is equally committed to this
goal, we would appreciate receiving an equivalent commitment from your executive
management.
14.5.2
Escalation process
Provide details of the escalation processes that should be followed to deal with:
• Operational aspects of the services provided under this contract;
• Strategic and tactical aspects that will need to be addressed by senior management on
both sides.
14.5.3
Single Point of Contact
Provide details of who you would propose to be the single point of contact for all operational
aspects of this contract before any escalation occurs. Would you propose one person to be
the SPOC for all aspects of the Infrastructure services or split this by area?
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15
RFP Contractual Response
UNHCR believes that final contract negotiation will be an important activity before initiating
the transition to Infrastructure Managed Services. In order to avoid a protracted legal
negotiation phase (following the technical and commercial evaluations), UNHCR would like
to identify any legal impediments to awarding a contract as early as possible in the
evaluation process.
This section outlines how we would like you to structure your contractual response to this
RFP.
15.1
UNHCR General Terms and Conditions for the Provision of Services
Any contract that results from this RFP will be underpinned by the January 2010 edition of
the “UNHCR General Terms and Conditions for the Provision of Services”, which are in turn,
based on Ts & Cs common to all UN agencies. Acceptance of, and compliance with, these
Ts & Cs is considered a prerequisite for establishing any contract with UNHCR.
As a general rule, UNHCR does not accept any changes or amendments to the UNHCR
General Terms and Conditions for the Provision of Services, but also recognizes that the
nature of an ICT Managed Services Agreement may require the inclusion of certain clauses
not found in the standard document.
If there are any articles in the UNHCR General Terms and Conditions for the Provision of
Services that you feel you will be unable to accept in their current form, please identify them
stating your reasons and providing an alternative wording that you feel would be acceptable
to UNHCR. UNHCR Legal Affairs Section (LAS) will review these comments and determine
if they are, indeed, acceptable to the organization. In doing so we would hope to avoid a
protracted negotiation late in the contract award process only to find that we are unable to
come to agreement and that we must look elsewhere for a managed service provider.
Review of the legal component of the RFP response will be carried out in parallel to the
technical evaluation.
15.2
Standard UNHCR Contract for Services
We have provided a copy of the standard UNHCR contract for the provision of Services on a
long-term basis. UNHCR will expect this contract document to be used as the basis for any
contract resulting from this RFP.
Please ensure that your legal department has reviewed this contract (and the UNHCR
Terms and Conditions) and has provided any comments or feedback that you feel is
pertinent to your offer.
15.3
Additional contractual documentation
Please provide a full set of any additional legal documentation that you would expect to form
part of any contract for Managed Services with UNHCR. LAS will review these documents
in parallel to the technical evaluation so that any issues can be identified early in the
process.
15.4
Legal representative
Your offer must clearly identify the person (or function) within your company that is
authorized to complete legal negotiations on your behalf.
Should you be selected to provide Infrastructure Managed Services, we would expect this
person to work closely with LAS and to quickly resolve any contractual issues.
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15.5
Contract term
UNHCR plans on awarding a three year contract to the preferred Managed Services
Provider as a result of the evaluation of the responses to this RFP. Based on satisfactory
performance, the contract maybe renewed annually for a further two years for a total of five
years (3+1+1). After five years the Managed Services Provider should expect a new market
survey to be conducted and a new RFP issued for the further renewal of ICT Infrastructure
Managed Services.
15.6
Commercial terms
The following section outlines some other issues you may choose to address in your
Contractual Response.
15.6.1
Contract Terms
You should outline your key contractual terms, in particular the “make or break” issues that
you envisage may become a stumbling block in taking on an Infrastructure Managed
Services contract with UNHCR. Topics to consider are:
• Warranties and Liabilities expected by UNHCR.
• Immunities and Privileges of UNHCR as a UN organization.
• Jurisdiction under International law rather than any national law.
15.7
Payment mechanism
UNHCR will be looking for commercial arrangements that result in an understandable and
predictable cost to the organization. In particular, the pricing schedule must be:
• Simple to explain;
• Simple to operate – allowing for automated measurement and validation processes;
• Amenable to changes in scope and requirements;
• Able to cover “options” or variations in scope that could be proposed;
• Linked directly to cost drivers;
• Designed to be sensitive to both UNHCR and the Managed Services Provider;
• Ensure long-term value for money.
We would expect you’re pricing and charging arrangements to be supported by an agreed,
robust financial model supported by an open book accounting policy.
Your pricing model must clearly support the three specific on-going activities:
• Regular on-going support and maintenance – to be charged at an agreed monthly rate.
• IMAC – to be charged based on a predefined rate card or ticketing mechamism.
• Ad-hoc, work order or project-based tasks – to be charged based on the scope and
deliverables of each work package.
15.7.1
On-going Value for Money
As this will be a long-term arrangement and UNHCR does not wish to renegotiate the price
component each year, you should outline how you will ensure on-going value for money to
UNHCR over the duration of the contract (assumed to be five years; 3+1+1). In particular,
you should outline how you would factor into the pricing model such things as:
• Exchange rate fluctuations (if your price proposal is not in US Dollars);
• Variations in consumer price indices and inflation/deflation;
• Efficiency gains as the Managed Services Provider becomes more familiar with the
applications.
15.8
Performance regime
Please outline how you will link payment for services provided against satisfactory
performance of those services. In particular, UNHCR is interested in mechanisms which
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award “service credits” to UNHCR in the event of poor performance and which could,
ultimately, be linked to contract termination for poor performance.
For regular on-going support and maintenance, UNHCR may be paying based on a fixed
monthly fee. In such a case, we would expect poor performance to be linked with a
reduction in monthly fee or a credit towards the following month.
While UNHCR is not looking to unduly penalise the Managed Service Provider, we are
looking at ways to promote good performance while having some level of potential risk to
the supplier in the event of on-going poor performance. We will be looking to the Managed
Service Provider to propose a manageable and meaningful set of Key Performance
Indicators (KPIs) that can be used to measure performance on an on-going basis. Ideally
these KPIs will also be reflected on the DIST Balanced Scorecard.
15.9
Change management
It is inevitable that some level of change will occur in the Contract for Managed Services
over the duration of the contract. Please outline the Change Control procedures you would
expect to follow to implement a change in the Service Contract itself.
UNHCR would be keen to agree up-front on as many of the likely changes as possible. This
may include:
• How increases or decreases in overall scope would be reflected in the corresponding
charges;
• Clarification of clauses or rate tables that were not clearly understood by one party at
the time of contract signature;
• Streamlining of working procedures that are embedded in the contract.
15.10
Governance and Reporting
Your proposal should clearly outline the governance procedure that will be used to manage
the relationship between UNHCR and the Managed Service Provider at various levels:
• Operational: how day-to-day relationships will be managed between DIST staff and the
staff of the Managed Service Provider;
• Tactical: how shared responsibility on project and work order delivery will be managed;
• Strategic: Formal governance at the level of the DIST CIO and their counterpart within
the Managed Service Provider’s organization.
Reporting requirements are outlined elsewhere in this RFP (see Section 11), but should
also be formally defined in the Contract for Managed Services. At a minimum we would
expect the contract to specify:
• The frequency of submission of regular reports on performance against contracted
service levels, targets, KPIs etc.;
• The frequency of meetings to review of the supplier’s performance and who should
attend such meetings;
The contract should also identify the key representatives of both parties (by function) and to
provide full contact details as an annex that can be updated as needed.
15.11
Transition and Migration
In addition to the practical aspects of transitioning our internal infrastructure services to an
external service provider, we also believe there will be some contractual aspects of the
initial transition itself that need to be addressed as part of the contract approval process and
not left until transition is underway.
Of particular concern to UNHCR is how the Managed Service Provider would react and
support UNHCR (DIST and the business users) in the event that the transition to managed
services takes longer than originally planned and the existing UNHCR staff resources are no
longer available for knowledge transfer.
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15.12
Exit Provisions
Your submission must clearly specify the exit provisions in the event that the contact is not
extended beyond the initial period, or in which it is terminated prior to the originally agreed
end date.
Your submission should also address how the cessation of a particular infrastructure or
service originally within the agreed scope is handled (e.g. equipment becoming obsolete;
UNHCR deciding to manage the application independently of the main contract).
On termination of the managed service contract it must be clear that:
• All data and code provided to the partner will be returned to UNHCR;
• Any assets (software, hardware) provided to the partner will be returned to UNHCR;
• The outgoing partner will assist UNHCR to transition to a new partner providing
knowledge transfer and other services to ensure a no impact transition.
UNHCR would expect to draw up an “exit plan” early in the engagement that clearly
identifies the obligations of each party and the time required to execute that plan.
15.13
Staff Management
The Managed Service Provider is responsible for the staff resources it allocates to UNHCR.
UNHCR may, at its discretion, assist the Managed Service Provider in obtaining travel or
other work related documents – however, the full responsibility for all staff remains with the
Managed Service Provider.
The Managed Service Provider must ensure that all staff providing critical functions have a
pre-assigned backup who can intervene should the primary resource be absent for any
reason.
All changes of staff resources (on-site or off-shore) from the Managed Service Provider
must be notified to UNHCR in advance and with sufficient time to transition to the
replacement without any impact on on-going service delivery. Any costs in this knowledge
transfer will be borne by the Managed Service Provider.
Frequent changes to staff resources are to be avoided and may be considered as a factor in
poor performance.
The Service Delivery Manager should maintain a register of all staff assigned to UNHCR.
This will include names, userids, locations, access privileges, etc. The Managed Service
Provider must ensure that system admin passwords are changed following a change in staff
resources.
15.14
Sub-contracting
The “UNHCR General Terms and Conditions for the Provision of Services” include provision
on the use of sub-contractors by the primary contract holder. We would expect those
conditions to be adhered to in the execution of this contract.
Specifically, the Managed Service Provider must ensure that any and all sub-contractors:
• Agree to be subject to the same terms and conditions as any employee of the Managed
Service Provider.
• Will sign and adhere to the UNHCR Code of Conduct and Non-Disclosure Agreement.
Sub-contractors can only be used after agreement by UNHCR.
You should clearly specify your desire to outsource some activities of the Managed Service
Contract to a sub-contractor, providing justification and benefits to UNHCR for this.
15.15
Staff Transfer
As mentioned earlier in this RFP, UNHCR is not looking to transfer any of its existing staff to
the Managed Services Provider as part of the initial transition.
However, UNHCR recognises that it may be of interest of UNHCR staff to seek employment
outside the organization at some future time and potentially with the Managed Service
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Provider – or for employees of the Managed Service Provider to consider employment
within UNHCR. The contract should clearly indicate under what terms this can occur.
15.16
Asset Ownership
UNHCR's current policy is that it should retain ownership of and purchase its assets used in
its delivery of ICT services, including equipment and software licenses. UNHCR is willing to
allow suppliers to access such assets to the extent necessary to perform their obligations
under this Managed Service contract.
Section 11.10 describes how we would expect to manage the provision of hardware and
software for on-site and off-site use by the Managed Service Provider.
UNHCR intends to retain the ownership and control of all assets (hardware and software)
and to manage the on-going relationship with the respective vendors. At an operational
level, the Managed Service Provider would be expected to deal with the vendors for product
support, incident and problem management.
15.17
Flexibility
At the time managed services are introduced DIST will also be completing its internal
transition to the new organization structure. In parallel, we will be undertaking a major
infrastructure upgrade programme that will have an organizational wide impact.
We will be looking to a partner with flexibility to assist UNHCR in our internal transformation
and who can also support the wider organization in a flexible manner.
15.18
Data Security and Data Protection
UNHCR stores and processes large amounts of sensitive data about vulnerable individuals
and takes very seriously its obligation to protect such data from unauthorised and improper
access, use, or dissemination.
In addition, as a UN agency and considering its status under international law, UNHCR will
not enter into any contract that could:
• Jeopardize its position or infringe its privileges and immunities; or
• Compromise its rights to deny access to its data to any unauthorized individuals.
15.18.1
Information Security Policy
Please provide (in electronic form on the accompanying CD-ROM) a copy of those aspects
of your internal Information Security Policy as it applies to Infrastructure Managed Services.
15.19
Code of Conduct
Signature of and adherence to the UNHCR Code of Conduct is an obligation of all UNHCR
employees, contractors, volunteers, and other affiliated workforce.
This same obligation will be required of the employees of the Managed Service Provider.
15.20
Non-Disclosure Agreements
By the nature of the work expected under this Managed Service Contract, your staff is likely,
as part of their normal day-today work, to be exposed to sensitive data. All contractor staff
working on this contract (whether on-site or off-shore) will be expected to sign a nondisclosure agreement for data protection purposes.
The sample “Consultant Confidentiality Agreement” is included as an annex to the RFP.
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16
RFP Price Quotation
This section outlines how we would like you to structure your commercial response to this
RFP.
As explained in the covering letter for this RFP, it is essential that your commercial response
be provided separately. The technical response must not contain any commercial
information and to do so will be grounds for disqualifying your submission.
16.1
Currency of offer and contract
UNHCR intends to award a multi-year managed services contract as a result of this RFP. In
order to allow direct comparison of all submissions, your commercial offer will be converted
to USD (United States Dollars) based on the prevailing United Nations rate of exchange at
the time of the evaluation.
Any contract awarded as a result of this RFP will be in currency used by the bidder when
responding to this RFP. A commercial offer in multiple currencies is not acceptable.
As UNHCR is planning to engage the Managed Services Provider in an extended contract
(see below), UNHCR is particularly interested in proposals from the bidders to limit the
mutual exposure to exchange rate fluctuations against the US Dollar over the duration of the
contract.
16.2
Modular price structure
To allow for a phased and possibly modular introduction and implementation of ICT
Infrastructure Managed Services to all locations, you should provide a price breakdown by
component and location. A matrix has been provided as a guide and your compliance with
this matrix will greatly facilitate the comparison of all offers received.
16.3
Transition Phase
UNHCR recognises that a transition phase is required at the beginning of the contract and
that additional costs may be incurred during this ramp-up period. However, for ease of
comparison, any transition costs must be included as part of the overall costs of the first
year of operation.
16.4
Infrastructure Support and Maintenance component
Based on the information contained in this RFP, you should submit a comprehensive price
quotation for the provision of an Infrastructure Support and Maintenance Managed Service.
Your price quotation should be as detailed as possible in order to allow UNHCR to make a
fair evaluation and comparison with other submissions.
If your offer contains price variations these should be clearly indicated – in particular the
minimum level required to meet our expectations. Optional items must be priced separately
so that they can be isolated for price comparison purposes. In particular, we believe there is
scope for UNHCR to extend its Level 2 infrastructure support though the use of a Managed
Services Partner and potentially to transition the Global Service Desk to a fully Managed
Service.
UNHCR is expecting to see a fixed and variable component for this service whereby the
basic and on-going service level can be determined in advance while surges in support or
maintenance activities may require the Managed Service Provider to match this demand
with additional capacity.
Consideration should also be given on how staff from the Managed Service Provider could
cover national holidays in the various locations so that the minimum combined level of
coverage by UNHCR staff and that from the Managed Service Provider would remain
constant.
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16.5
IMAC component
quotation for the provision of Infrastructure IMAC Services. We would expect your offer to
include different categories of IMAC services, each with a fixed unit price per call off.
If you prefer you may also include this component as a fixed price offer irrespective of
volume, in which case it will become part of the overall Infrastructure Managed Service
(above).
16.6
Infrastructure Development component
quotation for the provision of an Infrastructure Service Development Managed Service.
Service Development is demand driven but often constrained by budget and occasionally by
the availability of technical or functional resources. We believe we can resolve the issue of
resources by moving to a managed service delivery model. In order to be able to plan
budget requirements on a reasonable basis, we would be looking to a Managed Service
Provider that operates off a consistent rate card and delivery schedule.
16.7
Price Evaluation Matrix
As part of this RFP you will have received an Excel spreadsheet that should be used to
submit the details of your price quotation.
This spreadsheet contains four tabs:
• Summary: please enter your company name and the currency of your offer. All other
prices should be in this currency.
• ISM: This tab contains a breakdown by location and managed service component for
the base services to be provided as part of the ICT Infrastructure Managed Service.
You are requested to quote costs for each of the first three years of the initial contract
period and for any subsequent years. The breakdown by location and type of service is
to allow UNHCR to estimate the total cost (all locations, all services) or to modularize
the implementation (by service or location) for an implementation over a longer period of
time.
• IMAC: call off costs by type of IMAC service. Costs should be quoted per call-off.
• Skills: For any supplementary staff required to augment the core team or to work on
specific ICT Infrastructure projects. You are requested to quote fully inclusive costs
based on the specific skill, location, and duration of contract.
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17
Evaluation Process
The following section is intended to give some additional information on the evaluation
process that UNHCR will use when reviewing the submissions received in response to this
RFP.
For the provision of services where a decision cannot be made simply on price, UNHCR
assigns a relative weighting to the Technical and Price components. This breakdown is
given in the covering letter to this RFP. The mechanism used to attribute points to the
commercial submissions and how the resulting technical and commercial scores are
combined to get an overall result is also described.
17.1
Submission of Proposals
The procedures to be followed in preparing and submitting your proposal are defined in the
covering letter for this RFP. You should carefully follow the instructions and guidelines in
the covering letter in preparing your response and adhere to the established deadlines.
The RFP process is governed by UNHCR’s Financial and Procurement rules and these will
be strictly adhered to throughout the whole RFP process. The RFP process is managed by
the Supply Management Service and any contact with UNHCR in relation to this RFP must
be through the designated focal point within SMS.
17.2
Technical Evaluation
This evaluation criterion is internal to UNHCR and will not be shared with any of the
vendors, either prior to or after the final submission date. The evaluation criteria will be
based on the information requested in this RFP.
UNHCR/DIST will form an evaluation committee which will examine all offers that where
received in good order and prior to the closing deadline for submissions. The evaluation
committee will normally be composed of UNHCR staff members (DIST and others) but may
also include independent external consultants.
Any submission that does not pass this initial inspection will not evaluated further.
All submissions retained at this point will be technically evaluated by each member of the
evaluation committee independently and points allocated based on their review of the
information contained in the technical response.
17.2.1
Minimum technical threshold
UNHCR may fix a minimum threshold which any vendor must reach in order to be
considered further. This is to ensure that additional time is not taken further evaluating
submissions that clearly do not meet the minimum technical requirements or where the
company is clearly not in a position to meet UNHCR’s expectations. The financial offer of a
submission that does not meet the minimum technical requirements will not be evaluated.
17.2.2
Short listing of suppliers
Following consultation with SMS, UNHCR may short list suppliers that have scored the
highest technical scores and decide to continue the evaluation process with a reduced
number of potential suppliers.
17.2.3
Face to Face Presentations
UNHCR may choose to invite short listed suppliers to make face-to-face presentations of
their submissions and to give the evaluation team an opportunity to get clarifications on any
specific question as a result of the initial technical evaluation.
Face-to-face meetings, if required, will be organized by SMS at a time that is mutually
acceptable to both the supplier and UNHCR, but within the constraint that we have to
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complete the evaluation process as quickly as possible to ensure that the overall transition
time-table can be respected.
17.2.4
Supplier Due Diligence
Because of the importance of this contract to UNHCR and the long-term arrangement that
we would hope to establish, we will undertake an appropriate level of due diligence on the
short listed suppliers. Additional due diligence may be carried out once a preferred supplier
has been identified but before any formal award of contract.
Site visits
UNHCR may choose to visit your off-shore Managed Services facilities. This would be done
with your full cooperation and at a time that is mutually agreeable. UNHCR will not expect
the suppliers to cover any of the costs of such site visits.
Reference checks
UNHCR will conduct reference checks based on the information you provided in your
technical response. We would expect to be able to have direct contact with your reference
clients and would ensure that such an intervention would not adversely impact their
operations.
Reference checks could be by phone, video-conference, or on-site visits. UNHCR would
expect to cover its own costs in conducting these reference checks and would ensure that
any financial burden on the managed services provider or client would be minimised.
17.2.5
Final technical consolidation
When complete, all technical evaluations will be consolidated and average scores computed
for each vendor. Once finalized, the resulting technical scores will be provided to SMS.
17.3
Commercial Terms Evaluation
Legal Affairs Section (LAS) will review the legal terms response for the retained
submissions. The intention of this step is to ensure that UNHCR and the Managed Service
Provider will be able to agree on contractual terms quickly and not be blocked or delayed by
long and protracted legal negotiations.
LAS may contact your legal representative if clarifications are needed to your submission or
may advise on the elimination of a submission if they feel that the response from the
supplier would make it difficult or impossible to come to mutually agreeable contract terms.
No points will be allocated to the review of the commercial terms.
17.4
Price Evaluation
SMS will complete the evaluation of the Price Proposals and consolidate all results.
In general, UNHCR will select the offer that represents the “best value” to the organization
and not necessarily the lowest price offer.
17.5
Best and Final Offers
UNHCR may ask short listed suppliers to submit a “best and final offer” of their price
component that is realigned to a better understanding of UNHCR’s technical expectations.
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A.
Glossary
UNHCR Specific Terminology
BO
Business Owner
LAS
Legal Affairs Section
BOC
Business Owner’s Committee
LRS
Leave Recording System
BOM
Business Owner’s Meeting
MSRP
Managing Systems Resources and
People – PeopleSoft based ERP
DIST
Division of Information Systems and
Telecommunications
GSD
Global Service Desk
IDP
Internally Displaced Person
IP
PT8
Travel Authorization System
RICTO
Regional Information Communications
Technology Officer
RMS
Request Management System
Implementing Partner
ICT Terminology
BA
Business Analyst
BCP
Business Continuity Plan
BU
Business Unit
CAB
Change Advisory Board
CIO
Chief Information Officer
COBIT
Control Objectives for Information and
related Technology
ITIL
IT Infrastructure Library
KPI
Key Performance Indicator
MSP
Managed Service Provider
RFC
Request for Change
RFI
Request for Information
RFS
Request for Service
SaaS
Software as a Service
COTS
Commercial off the Shelf (software)
SFIA
Skills for the Information Age
CR
Change Request
SLA
Service Level Agreement
CSF
Critical Success Factor
SOW
Statement of Work
DR
Disaster Recovery
SPOC
Single Point of Contact
EDMS
Electronic Document Management
System
SR
ICT
Information and Communications
Technology
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Service Request
UAT
User Acceptance Testing
WCMS
Web Content Management System
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B.
Comprehensive Infrastructure Service Catalogue
This appendix and associated annexes (external to this document) give a comprehensive
list of all infrastructure and related services that will be transitioned to the Managed Service
Provider at the start of the contract.
As previously noted, UNHCR is currently undergoing a major upgrade to its LAN and
Desktop Infrastructure and related applications and services. Since we cannot determine at
this stage the exact point we will be in that transition when the contract(s) resulting from this
RFP will be finalised, you should be prepared to inherit some “in-flight” projects.
As new Infrastructure and related services are introduced over time, they will be added to
this catalogue.
Communications
•
•
Voice / Telephony
•
legacy PABX systems (HQ)
•
legacy PABX systems (Field)
•
Voice over IP (VOIP – Internet telephony)
Messaging
•
Business collaboration services
•
Mobile Messaging
•
Instant Messaging
•
Unified Messaging
•
Corporate Messaging
•
Desktop e-mail
•
Mailbox administration
•
Webmail
•
Mail content monitoring & reporting
•
Mailbox capacity management
•
Local Distribution Lists
•
Enterprise Distribution Lists
•
E-mail security & AntiSpam
ICT Infrastructure
•
•
•
•
•
•
•
•
•
•
Printing, Scan & Fax
Peripheral
Data
Network Security
Remote Communications
Emergency Infrastructure
Directories
Operations & Monitoring
•
Network monitoring
•
Manage network integration
•
Service Monitoring & Reporting
•
Maintenance of the ICT Asset
•
Disaster recovery
Storage & Backup
•
Management of Duty Officer files
•
Archive and retrieval
•
Storage Capacity architecture
•
Storage & Capacity planning
WAN Network
•
Terrestrial Ethernet network
•
Connectivity to 3rd party networks
•
ICC network access & security
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•
•
•
•
•
UNOG network access & security
Tailored turn key solutions
LAN Network
•
Local Area Networks (LAN) –Field Office location
•
WI/FI
•
Cabling
•
Server and network architecture
•
Connectivity architecture
Data Center on-site management
•
HQ Data Centre
•
Server and Network architecture
•
VMWare environment architecture
Field Infrastructure (if and when a decision is made to outsource specific locations to the
managed service provider)
•
Energy
•
Green Power (Solar/Wind)
•
Clean and stable power
•
Lightning and Surge Protection
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C.
Service Management Processes
The following table shows the current status of DIST’s Service Management processes.
The Managed Service Provider must integrate their teams into these processes as
seamlessly as possible. Any changes to these procedures will themselves be subject to
Change Management.
Service Management Process
Service Strategy
Demand Management
Service Portfolio Management
Service Acceptance
Financial Management
Service Design
Service Level Management
Supplier Management
Capacity Management
Service Catalogue Management
Availability Management
ICT Security Management
ICT Service Continuity Management
Service Transition
Change Management
Release & Deployment Management
Configuration Management
Service Operations
Incident Management
Major Incident Management
Service Request & Access Management
Problem Management
Continuous Service Improvement
Service Measurement & Reporting
Status
Pending
Pending
Operational
Pending
Operational
Operational
Pending
Pending
Pending
Pending
Pending
Operational
Operational
Pending
Operational
Pending
Operational
Operational
Operational
Pending
Full documentation on each of the operational processes is provided separately.
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D.
Document Templates
The following standard document templates are in use at UNHCR and should continue to be
used by the Managed Services Partner. UNHCR is open to making revisions to these
documents or replacing them with others where there is a clear advantage in doing so.
These templates and any modifications or replacement will remain the property of UNHCR
and must continue to be branded with the UNHCR logo.
Service Management Forms
•
•
•
Change Request
Work Order
Forward Schedule of Changes
Project Office Templates
The following templates have been prepared by the P3O and approved by the ICT
Governance Board for use on all ICT Projects.
For all projects:
•
•
•
Project Reviews (1,2, 3, 4, 5);
Project Dashboard (RAG report);
Project Meeting Minutes.
For Large, Medium, and Small projects:
The following templates have been tailored to the “size” of the Project
• Project Initiation Document (PID)
• Business Case (BC)
• Project Closure Report
All templates have been provided as external annexes to this document.
Standard Statements of Work
For some time, UNHCR has been issuing statements of work (SOWs) to external suppliers
to deliver applications services. The SOWs fall into two categories:
• Time and Materials: In this case, the external supplier will be asked to provide CVs to
match a particular skills profile and should expect to invoice on the basis of days worked
using a previously agreed all-inclusive daily rate. UNHCR takes responsibility for the
tasks assigned to the consultants and for all deliverables.
• Fixed Time, Fixed Price: In this case, the external supplier will be asked to provide a
fixed price and delivery date for a specific piece of work based on the requirements and
speciation provided. Once the supplier and UNHCR agree on the terms, it will be the
supplier’s responsibility to deliver to the agreed specifications and delivery schedule.
Templates for both SOWS are provided as an annex to this RFP. Alternative templates may
be suggested by the Managed Service Provider.
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E.
Metrics
The following statistics and metrics are intended to give bidders an indication of the current
number of Level 2 and Level 3 incidents, problems, and changes required to support the
infrastructure in scope for this RFP.
Incidents
One of the most significant measurements of the level of support required for an
infrastructure service is the number of incidents raised through the Global Service Desk and
logged in the Service Management tool (LANDesk). In 2011 (the last full year of data
available) a total of 51,777 incidents were logged. Of these 34,991 related to Business
Applications and are not relevant to this RFP. The remaining 16,786 can be divided into:
• Desktop Support (7,497)
• Messaging Systems (2,316)
• Network Support (3,931)
• Telecommunications (3,080)
However, these figures do not accurately reflect the full scope of incident and problem
management under this RFP as it is recognized that only a small fraction (< 50% at HQ and
<20% in the Field) of all “incidents” are registered in LANDesk.
Within the current LANDesk configuration an “incident” is raised to record a break in service
but also for a “service request” (e.g. creation of a new user, password reset) which results in
unusually high incident rates. UNHCR is currently implementing the “Service Request”
process in LANDesk and this will be operational before any contract from this RFP is
awarded.
Analysing the LANDesk data is subject to certain constraints, in particular the quality of the
underlying data. Information that is incorrectly recorded (e.g. attributed to the wrong
Configuration Item and not corrected) will result in unrelated incidents appearing in the
statistics. The tables that follow exhibit this trait as no effort has been made to go back and
retroactively correct all data elements.
Details of all 2011 incidents (raw data and pivot tables) are provided as an annex to this
document.
Change Requests
Until recently, UNHCR had not implemented Problem and Change Management in
LANDesk.
Version : v1.2
RFP/2012/479
Page 79 of 81
DIST
F.
External Annexes to this document
In order to provide potential bidders as much information as possible but avoiding making
this RFP document too voluminous, additional supporting documentation has been provided
as external annexes. This information will be provided via a secure (password protected)
download to all recipients of this RFP who express their intent to respond. The following
information is included:
•
DIST Infrastructure Catalogue
•
DIST Organizational Structure
•
DIST Functional Organizational Structure
•
DIST Organizational Chart by Location
•
DIST Organizational Chart Showing Units
•
DIST ICT Strategy
•
Connect and Collaborate
•
Programme Charter
•
Programme Roadmap
•
Project Office Documentation
•
Project Office Business Case
•
Project Office Project Initiation Document
•
Project Office End Of Project Report
•
Legal
•
General Conditions for the Provision of Goods and Services
•
Supplier Code of Conduct
•
Additional Model Clauses for Contracts
•
Consultant Confidentiality Agreement
•
DIST Service Catalogue
•
Service Levels
•
Support Hours
•
Impact, Urgency, Criticality, Priority SLA’s
•
Operational Service Management Processes
•
Change
•
Change Advisory Board
•
•
Incident
•
Problem
•
Release & Deploy
•
Service Acceptance
•
Service Desk
•
Service Level Management
•
Service Request and Access Management
•
Supplier
•
Work Request
Version : v1.2
RFP/2012/479
Page 80 of 81
DIST
•
•
Metrics
•
Raw data and pivot table of all 2011 Service Desk Incidents.
Statement Of Work Templates
Statement of Work – Fixed Price
Statement of Work – Time and Materials
•
•
•
UNHCR office locations
•
UNHCR Duty Stations (Locations), official list
•
Categorizations (Hub, A, B, Deep field)
•
UNHCR Network and Infrastructure
•
High-level network infrastructure diagrams
•
PC replacement breakdown, by location
•
Network device breakdown, by location
•
Data Centre Infrastructure Detailed Design (future)
•
Field Office Pilot Detailed Design (future)
•
Logical and Physical Design (future)
•
FO Pilot Sites Connectivity (future)
•
SAN Detailed Connectivity (future)
Version : v1.2
RFP/2012/479
Page 81 of 81
RFP/2012/479
ICT Infrastructure Managed Services
Summary
Company Name:
{enter company name here}
Currency of bid:
{enter currency here}
Managed Services (years 1-3)
0
Instructions:
1. Please do not modify the structure or format of this spreadsheet
2. Please only enter values in the cells with light-yellow shading
3. Where appropriate, select values from the pull-down lists
RFP-2012-479_Price_Evaluation_Matrix-v1.0.xls - Summary
Printed 26/03/2012 - 3:00 PM
Page 1 of 1
RFP/2012/479
No of
offices
Infrastructure Support and Maintenance (fixed price)
Headquarters (Geneva)
Network Services
IMAC Services (fixed charge)
Desktop Services
Year 2
Year 3
Subtotal
Additional
Years
1
ICT Services Centre (Amman)
Network Services
Desktop Services
1
Category A Locations (per location)
Network Services
Desktop Services
102
Category B Locations (per location)
Network Services
Desktop Services
72
Deep Field Locations (per location)
Network Services
Desktop Services
274
Notes:
1.
2.
Year 1
-
Subtotal (HQ)
0
0
0
0
0
0
-
-
Subtotal (ASC)
0
0
0
0
0
0
-
-
Subtotal (CatA)
0
0
0
0
0
0
-
-
Subtotal (CatB)
0
0
0
0
0
0
-
-
Subtotal (DF)
0
0
0
0
0
0
-
Grand Total
0
only update cells shaded in yellow
cells shaded in green/tan are calculated automatically, do not adjust the formulas
RFP-2012-479_Price_Evaluation_Matrix-v1.0.xls - ISM Printed 26/03/2012 - 3:02 PM
Page 1 of 1
RFP/2012/479
Infrastructure Skills Inventory
Daily all inclusive rate for staff by location
Location
Duration of contract
<30d
30-99d
>100d
Service Development
Senior Infrastructure/Network Specialist
Category A
Category B
Deep Field
Offsite (MSP premises)
Senior Microsoft Systems Specialist
Category A
Category B
Deep Field
Junior Microsoft Systems Specialist
Category A
Category B
Deep Field
Microsoft Exchange Specialist
Category A
Category B
Deep Field
Microsoft Active Directory Specialist
Category A
Category B
Deep Field
Infrastructure Security Specialist
Category A
Category B
Deep Field
RFP-2012-479_Price_Evaluation_Matrix-v1.0.xls - Skills
Printed 26/03/2012 - 3:03 PM
Page 1 of 2
RFP/2012/479
Service Design
Technical Analyst
Category A
Category B
Deep Field
Infrastructure/Network Architect
Category A
Category B
Deep Field
12 Service Support and Operations
Telecommunications Professional
Category A
Category B
Deep Field
Mobile Device Specialist
Category A
Category B
Deep Field
Project Management
Project Manager
Category A
Category B
Deep Field
Programme Manager
Category A
Category B
Deep Field
Project Planner & Scheduler
Category A
Category B
Deep Field
Notes:
1. Only update cells shaded in yellow
2. daily rates must be "all inclusive" of travel to and from the location, and
living expenses at the location for the specified duration;
RFP-2012-479_Price_Evaluation_Matrix-v1.0.xls - Skills
Printed 26/03/2012 - 3:03 PM
Page 2 of 2
UNHCR VENDOR REGISTRATION FORM – (Rev. Feb 10)
Section 1: Company Details and General Information
1. Name of Company:
2. Street Address:
3. P.O. Box and Mailing Address:
Postal Code:
City:
Country:
4. Tel:
5. Fax:
6. Email:
7. WWW Address:
8. Contact Name and Title:
9. Email:
10. Parent Company (Full legal / officially registered company name):
11. Subsidiaries, Associates - name, city, country (attach a List if necessary):
12. International Offices/Representation (Countries where the Company has local Offices/Representation):
13. Type of Business (Mark one only):
Corporate/ Limited:
Partnership:
Other (specify):
14. Nature of Business:
Manufacturer:
Authorised Agent:
Trader:
Consulting Company:
Other (specify):
15. Year Established:
16. Number of Full-time Employees:
17. Licence no./State where registered:
18. VAT No./Tax I.D:
19. Technical Documents available in:
English
French
Spanish
Russian
Arabic
Chinese
Other (specify) _________________
Spanish
Russian
Arabic
Chinese
Other (specify) _________________
20. Working Languages:
English
French
Section 2: Banking Information
21. Bank Name:
22.
Branch Name:
23. Branch Address:
24.
Tel. number:
25.
Fax number:
26. Bank Account Number:
27.
Account Name:
28. Account currency:
29.
Swift/Bank Identifier Code (BIC):
30. International Bank Account Number (IBAN):
31. Routing Bank details (if applicable): full details to be provided as per above
If multiple bank accounts exist that may be relevant to UNHCR, please provide details for each account.
1
Section 3: Technical Capability and Information on Goods / Services Offered
32.. Quality Assurance Certification (e.g. ISO 9000 or Equivalent) (please provide a Copy of your latest Certificate):
33. For Goods only, do those offered for supply conform to National/International Quality Standards?
Yes
No
34. List below up to a maximum of ten (10) of your core Goods/Services offered:
Description (one Line for each Item)
National/International Quality Standard to which Item conforms
Section 4: Experience
35. Annual Value of Total Sales for the last 3 Years:
Year ______: USD___________
Year ______: USD___________
Year ______: USD___________
36. Annual Value of Export Sales for the last 3 Years:
Year ______: USD___________
Year ______: USD___________
Year ______: USD___________
37. If available, please provide a copy of the company's latest annual or audited Financial Report. Please note that the latest audited financial report
may be requested in case of a contract with UNHCR.
Do you have outstanding bankruptcy, judgment or pending legal action that could impair operating as a going concern? Yes
No
If available, please provide Credit Rating by Dun and Bradstreet or equivalent:
38. Recent Contracts with the UN and/or other International Aid Organizations:
Organization:
Value:
Year:
Goods/Services Supplied:
USD
________________________
USD
________________________
USD
________________________
USD
________________________
Destination:
_
39. To which Countries has your Company exported and/or managed Projects over the last 3 Years?
2
Section 5: UN Global Compact Initiative
40. Is your company aware of the UN Secretary General‟s Global Compact initiative, which can be viewed at http://www.unglobalcompact.org?
Yes
No
If yes, have you signed up to this initiative or are you going to sign up to? Please state:
Section 6: Environment
41. Does your Company have a written Statement of its Environmental Policy? (If yes, please attach a Copy)
Yes
No
42. Write down the name, qualification and contact details of your company‟s environmental focal point.
Name: ______________________
Qualification: ____________
Telephone: ______________________ Email: _________________
43. Does your organisation hold any accreditation such as ISO 14001 related to the environment?
Yes
No
If yes, please attach a copy.
Section 7: Anti Personnel Mines
44. By signing this VRF, potential vendor warrants and represents that neither it, its parent entities (if any), nor any of its subsidiary
or affiliated entities (if any) is engaged in the sale or manufacture, either directly or indirectly, of anti-personnel mines or any components produced
primarily for the operation thereof. Please confirm by answering Yes or No below.
Yes
No
Any breach of this clause may lead to the termination of all contracts your Company may have with
UNHCR and removal from the approved vendor database.
Section 8: Child Labour
45. By signing this VRF, potential vendor warrants and represents that it is not engaged in any practice inconsistent with the Rights set forth in the
Convention on the Rights of Child which requires that a child shall be protected from performing any work that is likely to be hazardous or to interfere
with the child‟s education or to be harmful to the child‟s health and physical, mental, spiritual, moral or social development. Do you agree with this?
Yes
No
Any breach of this clause may result in the termination of all contracts your Company may have with
Section 9: Official not to benefit
46. By signing this VRF, potential vendors confirm that they have read, understood and will comply with the UNHCR policy on the “zero tolerance” that
strictly prohibits the acceptance of any type of gift and/or hospitality by UN staff members participating in the procurement process. Please confirm.
Yes
No
Any breach of this clause may lead to the termination of all contracts your Company may have with
Section 10: Others
47. Please list any Disputes your Company has been involved in with UN Organizations over the last 3 Years:
48. List any National or International Trade or Professional Organizations of which your Company is a Member.
49. Is your company already registered with the United Nations Global Marketplace (UNGM)? If so, please provide registration number.
50. Certification:
I, the undersigned, hereby accept the UNHCR General Conditions, a copy of which has been provided to me, and warrant that the information
provided in this form is correct and, in the event of changes, details will be provided as soon as possible:
51. Self Declaration: I, the undersigned, declare that:
(a) Our company is not involved in any fraudulent or corrupt activities and has not been in the past, and is not currently under any investigation for
any such activities which would render our company unsuitable for business dealing with UNHCR.
(b) Our company is not on, or associated with a company or individual, groups, undertakings and entities that are on the consolidated list
established and maintained by the committee established by the UN Resolution No. 1267 (www.un.org/sc/committees/1267/consolist.html).
(c) Our company is not on, or associated with a company or individual that are subject to the list of Independent Inquiry Committee into United
Nations Oil-for-food programme (www.iic-offp.org).
(d) Our company is not currently removed, invalidated or suspended by any other UN Headquarters, or Field Offices or any other UN Agencies
(including the World Bank)
Name:
Signature:
Functional Title:
Date:
3
Please mail completed form to*:
United Nations High Commissioner for Refugees
Supply Management Service HQSF00
Chief, Procurement & Contracts Section
Ipoly utca 5a/b/c
1133 Budapest
Hungary
*Registration form to be returned to the relevant UNHCR Office
Companies that are registered with UNHCR and that have no purchase history over three years shall beinactivated. UNHCR may require new
registration documentation from suppliers in case new business opportunity appears.
INSTRUCTIONS FOR COMPLETION
The form should be typewritten in uppercase and completed clearly and accurately ensuring that all questions are answered. The numbers below
correspond to item numbers on the registration form:
Section 1:
1. Full name of company.
2. Full street address.
3. Full mailing address (including P.O. Box, if any).
4. Telephone number, including correct country and area codes.
5. Fax number, including country and area codes.
6. Email address.
7. WWW Address.
8. Provide name of person (including title) or department to whom correspondence should be addressed.
9. Provide email address of contact person.
10. Full legal name of parent company, if any.
11. Please provide, on a separate sheet if necessary, names and addresses of all subsidiaries & associates if any.
12. Please provide countries where the company has local offices or representation.
13. Please tick one box. If other; please specify.
14. Please tick one box. If other; please specify. If the company is a manufacturer of some products and a trader/agent of others which they do not
manufacture, both boxes should be ticked.
15. Indicate the year in which the organization was established under the name shown in Item 1.
16. Indicate the total number of full-time personnel in the company.
17. Provide the license number under which the company is registered, or the State where it is registered.
18. Provide the VAT number or Tax I.D. of the company.
19. Please tick the boxes for which languages the company is able to provide technical documents. Please specify other languages.
20. Please tick the boxes for which languages the company is able to work in. Please specify other languages.
Section 2:
21. Full name of bank.
22. Name of branch.
23. Address where branch is located.
24. Telephone number, including correct country and area codes.
25. Fax number, including country and area codes.
26. Number of the company account.
27. Name in which the account is held (important: tis should be the company name).
28. Currency of the account.
4
29. Swift code for the account.
30. International Bank Account Number (IBAN).
31. Should a routing be required for international payments, please provide full details of intermediate bank(s).
Section 3:
32. List any Quality Assurance Certificates (e.g. ISO 9000 series) that have been issued to your company and provide a copy of the latest certificates.
33. Indicate whether the company's products conform to national/international standards. If yes please attach copies of the certificates.
34. Please list up to 10 of the core goods/services offered. For each item, list the National/International Quality Standard to which it conforms.
Section 4:
35. Provide the total annual sales for the organization for the last 3 financial years in USD.
36. Provide the total export sales for the organization for the last 3 financial years in USD.
37. Please provide a copy of your most recent annual report or audited financial report. Please tick „yes‟ or „no‟ to reflect whether your company has
any outstanding bankruptcy, judgment or pending legal action that could impair operating as a going concern? If available, provide a rating by Dun
and Bradstreet or equivalent (specify which).
38. Enter the name(s) of UN organizations which your company has dealt with recently. Provide the value and the year of the contract, the
goods/services supplied and the country of destination of each contract. If you have had more than 5 of such contracts, please attach a separate
sheet indicating the others. Documentary evidence of such contracts may be required, e.g. copies of purchase orders.
39. List export markets, in particular, all developing countries to which your company has exported over the last 3 years.
Section 5:
40. Please confirm if your company is aware of the UN Global Compact Initiatives – ten universally accepted principles of Human Rights, Labour,
Environment and Anti-Corruption – by marking Yes or No. Also, please state if you have signed up to this initiative or you intend to do so.
Section 5:
41. The Earth Summit, held in Rio de Janeiro in 1992, emphasised the necessity to protect and renew the earth's limited resources. Agenda 21 was
adopted by 178 governments and lays an emphasis for the UN to exercise leadership, i.e. towards promoting environmental sensitive procurement
policies for goods and services. Please indicate whether your company has a written statement of its Environmental Policy and, if so, please
provide a copy.
42. Provide the name, qualification and contact details (e-mail and telephone) of your environmental focal point.
43. Please indicate if your organisation holds any accreditation such as ISO 14001 related to the environment. If so, please enclose copies of such
certification.
Section 7:
44. UNHCR expects all suppliers with whom it does business with to obey with the non-engagement in the sale or manufacture of anti-personnel mines
or components utilized in the manufacture of anti-personnel mines. Please mark yes if you are in agreement and no if otherwise.
Section 8:
45. UNHCR expects all suppliers with whom it does business with to obey with the non-engagement in any practice inconsistent with the rights set forth
in the Convention on the Rights of the Child, the International Labour Organization (ILO) Minimum Age Convention or the Prohibition and
Immediate Elimination of the Worst Forms of Child Labour Convention. Please mark yes if you are in agreement and no if otherwise.
Section 9:
46. Official benefits: UNHCR adopted “zero tolerance” policy that strictly prohibits the acceptance of any type of gift and/or hospitality by UN staff
members participating in the procurement process. Please confirm your acceptance by answering Yes or No if otherwise.
Section 10:
47. List all disputes with UN organizations which your organization has been involved in over the last 3 years. If more space is required, please use a
separate sheet.
48. Provide details of all national and international trade or professional organizations to which your company belongs.
49. UNHCR accepts UNGM-registered companies into its database, subject to submitting a hardcopy of a complete set of vendor registration form with
necessary attachments. The registration number provided by UNGM should be given.
50. Please read carefully the enclosed UNHCR General Term and Conditions, as signing of the form signifies acceptance. The form should be signed
by the person completing it and their name and title should be typed, along with the date.
5
51. Please sign a self declaration stating that:
(a) Your company is not involved in any fraudulent and corrupt activities and has not been in the past, and is not currently under any investigation
for such activities which would render your company unsuitable for business dealing with UNHCR.
(b) Your company is not on, or associated with a company or individual, groups, undertakings and entities that are on the consolidated list
established and maintained by the committee established by the UN Resolution No. 1267 (www.un.org/sc/committees/1267/consolist.html)
(c) Your company is not on, or associated with a company or individual that are subject to the list of Independent Inquiry Committee into United
Nations Oil-for-food programme (www.iic-offp.org)
(d) Your company is not currently removed, invalidated or suspended by the UN Headquarters or any of its field offices or any other UN agency
Headquarters or any of their field offices.
6
UN Supplier Code of Conduct Rev.03 - May 2007
UN SUPPLIER CODE OF CONDUCT
UN Charter: The values enshrined in the United Nations (UN) Charter, respect for fundamental human rights,
social justice and human dignity, and respect for the equal rights of men and women, serve as the overarching goals that
suppliers to the UN are expected to achieve.
Global Compact: At the World Economic Forum, Davos, on 31 January 1999, the UN Secretary-General
challenged world business leaders to "embrace and enact" the Global Compact, both in their individual
corporate practices and by supporting appropriate public policies. The Global Compact’s operational phase
was launched at UN Headquarters in New York on 26 July 2000. During the first Global Compact Leaders
Summit, held on 24 June 2004 at UN Headquarters in New York, the Secretary-General announced the
addition of a tenth principle against corruption. The Global Compact is a voluntary international corporate
citizenship network initiated to support the participation of both the private sector and other social actors to
advance responsible corporate citizenship and universal social and environmental principles to meet the
challenges of globalization. The United Nations strongly encourages all suppliers to actively participate in the
Global Compact. And to that end, this Code has been developed with recognition of the importance of the
ten principles of the UN Global Compact, and is viewed as an important means of integrating the Compact’s
principles into the operations of the UN. The Code addresses the issues included in the Compact in the areas
of human rights, labour, environment and anti-corruption and interpretation of the Code should be
undertaken in a manner consistent with the Global Compact. Suppliers interested in supporting the Global
Compact and for more information on the ten principles, can visit the Global Compact website at
www.unglobalcompact.org.
International Labor Organization (ILO) Core Labor Conventions: The Labour Conventions as
established by the tripartite UN affiliated agency, the ILO, have served as the foundation on which much of
this Code of Conduct is based. It is the UN’s expectation that any supplier providing products or services to
the UN, will adhere to the spirit of its Charter, and the core principles of the ILO Conventions. The full text
of the ILO Conventions can be accessed by accessing the ILO electronic database1.
Continuous Improvement: The provisions as set forth in this Code of Conduct provide the minimum
standards expected of suppliers to the UN. It is the expectation of the UN that suppliers adhere to all laws,
rules and regulations, and strive to exceed both international and industry best practices. The UN recognizes
that reaching the standards established in this Code of Conduct is a dynamic rather than static process and
encourages suppliers to continually improve their workplace conditions.
Monitoring and Evaluation: The UN may conduct on-site evaluations and inspections of its supplier’s
facilities and those of their subcontractors to review their progress towards these principles. It is the
expectation of the UN that suppliers, at a minimum, have established clear goals toward meeting the
standards set forth in this Code of Conduct. The UN may monitor that milestones have been set and
management systems have been put in place to ensure that the principles set out in this Code of Conduct
have been met and failure to do so may impact the future ability of a supplier to do business with the UN.
Notwithstanding the aspirational character of the principles contained in this Code of Conduct, UN Suppliers
must understand that if they are awarded a contract with the United Nations, the United Nations General
Conditions of Contract are an essential part of UN contracts and, therefore, legally enforceable against UN
contractors.
1
www.ilo.org/ilolex/english/convdisp2.htm.
Page 1
1. Supplier Relationships: The provisions of this Code of Conduct set forth the expectations of all
suppliers with whom the UN does business. The UN expects that these principles apply to suppliers,
parent entities and subsidiary or affiliate entities, as well as all others with whom they do business
including employees, subcontractors and other third-parties. The UN expects that suppliers ensure
that this Code of Conduct is communicated to the employees and subcontractors of all suppliers, and
that it is done in the local language and in a manner that is understood by all.
2. Promoting the Principles of this Code of Conduct: The UN expects that its suppliers will
establish and maintain appropriate management systems whose scope is related to the content of this
Code of Conduct, and that they actively review, monitor and modify their management processes
and business operations to ensure they align with the principles set forth in this Code of Conduct. All
principles contained in this Code of Conduct are of equal importance independently of their order of
appearance. Supplier participants in the Global Compact are strongly encouraged to operationalize its
principles and to annually communicate their progress to stakeholders.
3. Subcontracting: The UN expects that its suppliers encourage and work with their own suppliers
and subcontractors to ensure that they also strive to meet the principles of this Code of Conduct or
equivalent set of principles.
Labour:
4. Freedom of Association and Collective Bargaining: The UN expects its suppliers to recognize
and respect the rights of employees to freely associate, organize and bargain collectively in
accordance with the laws of the countries in which they are employed, as well as core ILO
conventions Freedom of Association and Protection of the Right to Organise Convention, (C 87, 1948) and Right
to Organise and Collective Bargaining Convention, (C.98-1949). The UN recognizes the importance of open
communication and direct engagement between workers and management and suppliers are to
respect the rights of workers to associate freely and communicate openly with management regarding
working conditions without fear of harassment, intimidation, penalty, interference or reprisal.
5. Forced Labor: The UN expects its suppliers to prohibit any use of forced, bonded or indentured
labor or involuntary prison labor, and embrace employment practices consistent with ILO
conventions pertaining to forced labor: Forced Labour Convention, (c.29-1930) and Abolition of Forced
Labour Convention, (C.105-1957). All work, including overtime work, will be voluntary and workers
should be free to leave upon reasonable notice. Suppliers should also not mandate that workers
hand over government-issued identification; passports or work permits as a condition of
employment.
6. Child Labor: The UN expects its suppliers, at a minimum, not to engage in any practice inconsistent
with the rights set forth in the Convention on the Rights of the Child, the ILO Minimum Age
Convention (C.138-1973) or the Prohibition and Immediate Elimination of the Worst Forms of Child Labor
Convention (C. 182-1999). The minimum admission to employment or work shall not be less than the
age of completion of compulsory schooling, normally not less than 15 years or 14 where the local law
of the country permits, deferring to the greatest age. Additionally, all young workers must be
protected from performing any work that is likely to be hazardous or to interfere with the child’s
education or that may be harmful to the child’s health, physical, mental, social, spiritual or moral
development. All suppliers should also adhere to legitimate workplace apprenticeship programs and
comply with all laws and regulations governing child labor and apprenticeship programs.
7. Discrimination: The UN does not tolerate any form of discrimination in hiring and employment
practices on the ground or race, color, religion, gender, sexual orientation, age, physical ability, health
condition, political opinion, nationality, social or ethnic origin, union membership or marital status.
Page 2
Consistent with the principles espoused in ILO Conventions on Discrimination (Discrimination
(Employment and Occupation) Convention, C.111-1958) and Equal Remuneration (Equal
Remuneration Convention, C. 100-1951), the UN also discourages discrimination regarding access to
training, promotion, and rewards.
8. Working Hours: The UN expects its suppliers to comply with all applicable working hour
requirements as established by local law, and should never exceed 60 hours per week, including
overtime, except in emergency or unusual situations. Suppliers must ensure that all overtime work is
voluntary and compensated at the prevailing overtime rates. Suppliers are encouraged to ensure that
workers are provided with one day off in every seven-day week.
9. Compensation: The UN expects its suppliers to comply, at a minimum, with all wage and hour laws
and regulations, including those pertaining to minimum wages, overtime wages, piece rates, other
elements of compensation and to provide legally mandated benefits
Human Rights:
10. Human Rights: The UN expects its suppliers to support and respect the protection of
internationally proclaimed human rights and to ensure that they are not complicit in human rights
abuses.
11. Harassment, Harsh or Inhumane Treatment: The UN expects its suppliers to create and
maintain an environment that treats all employees with dignity and respect and will not use any
threats of violence, sexual exploitation or abuse, verbal or psychological harassment or abuse. No
harsh or inhumane treatment coercion or corporal punishment of any kind is tolerated, nor is there
to be the threat of any such treatment.
12. Health and Safety: The UN expects its suppliers to follow all relevant legislation, regulations and
directives in country in which they operate to ensure a safe and healthy workplace or any other
location where production or work is undertaken. At a minimum, suppliers should strive to
implement recognized management systems and guidelines such as the ILO Guidelines on Occupational
Safety and Health (ILO-OSH-2001) which can be found at ILO's website 2 and ensure at a minimum,
reasonable access to potable water and sanitary facilities; fire safety; emergency preparedness and
response; industrial hygiene; adequate lighting and ventilation; occupational injury and illness and
machine safeguarding. Suppliers will also ensure these same standards apply to any dormitory or
canteen facilities.
13. Mines: We expect UN suppliers to strive not to engage in the sale or manufacture of anti-personnel
mines or components utilized in the manufacture of anti-personnel mines.
Environment:
14. Environmental: The UN expects its suppliers to have an effective environmental policy and to
comply with existing legislation and regulations regarding the protection of the environment.
Suppliers should wherever possible support a precautionary approach to environmental matters,
undertake initiatives to promote greater environmental responsibility and encourage the diffusion of
environmentally friendly technologies implementing sound life-cycle practices.
2
www.ilo.org/public/english/protection/safework/managmnt/guide.htm
Page 3
15. Chemical and Hazardous Materials: Chemical and other materials posing a hazard if released to
the environment are to be identified and managed to ensure their safe handling, movement, storage,
recycling or reuse and disposal.
16. Wastewater and Solid Waste: Wastewater and solid waste generated from operations, industrial
processes and sanitation facilities are to be monitored, controlled and treated as required prior to
discharge or disposal.
17. Air Emissions: Air emissions of volatile organic chemicals, aerosols, corrosives, particulates, ozone
depleting chemicals and combustion by-products generated from operations are to be characterized,
monitored, controlled and treated as required prior to discharge.
18. Minimize Waste, Maximize Recycling: Waste of all types, including water and energy, are to be
reduced or eliminated at the source or by practices such as modifying production, maintenance and
facility processes, materials substitution, conservation, recycling and re-using materials.
Bribery & Corruption:
19. Corruption: The UN expects UN suppliers to adhere to the highest standard of moral and ethical
conduct, to respect local laws and not engage in any form of corrupt practices, including extortion,
fraud, or bribery, at a minimum.
20. Conflict of Interest: UN suppliers are expected to disclose to the UN any situation that may appear
as a conflict of interest, and disclose to the UN if any UN official or professional under contract with
the UN may have an interest of any kind in the supplier's business or any kind of economic ties with
the supplier.
21. Gifts and Hospitality: The UN has a “zero tolerance” policy and does not accept any type of gift or
any offer of hospitality. The UN will not accept any invitations to sporting or cultural events, offers
of holidays or other recreational trips, transportation, or invitations to lunches or dinners. The UN
expects UN suppliers not to offer any benefit such as free goods or services or a work position or
sales opportunity to a UN staff member in order to facilitate the suppliers business with the UN.
22. Post employment restrictions : Post-employment restrictions apply to UN former staff members
and to staff in service who participated in the procurement process, as well as to UN suppliers. For a
period of one year following separation from service, former staff members are prohibited from
seeking or accepting employment, from a UN supplier. Staff members in service must also refrain
from accepting any future employment from a UN supplier, with whom they have been involved
with. In case of violations of these provisions, UN Suppliers may be subject to having their
registration as a qualified supplier with the United Nations barred, suspended or terminated.
We encourage UN suppliers to communicate to us any actions taken to improve its business
practices and to send us suggestions about how can the UN best contribute to the
implementation of the principles set out in this Code of Conduct.
Contacts:
Any questions related to this Code of Conduct can be addressed to the Chief, Procurement
Service.
Page 4
DECLARATION OF CONFIDENTIALITY
I, the undersigned, declare and confirm that I am aware that I have been assigned by my
employer, _______________ (the “Contractor”), to render certain services for the Office of
the United Nations High Commission for Refugees (“UNHCR”).
I am aware that my employer’s contract with UNHCR contains the following confidentiality
clause:
Quote
1.
1.1
2.
2.1
2.3
DEFINITIONS AND INTERPRETATION
the following words and expressions shall have the following meanings unless
the context otherwise requires:
“Data Protection Authority”
the local governmental or other official
regulators responsible for enforcement of the Data Protection Legislation
in relation to UNHCR, if any
“Data Protection Legislation”
all privacy laws applicable to the Data which is
processed under or in connection with this Agreement and all regulations
made pursuant to and in relation to such legislation, together with all
codes of practice and other guidance on the foregoing issued by any
relevant Data Protection Authority, all as may be amended from time to
time
“Data” all data, including but not restricted to financial or personal data, within the
meaning given to it in the Data Protection Legislation in respect of which
UNHCR is legally responsible by virtue of the Data Protection Legislation
and which is from time to time processed under this Agreement by the
Contractor and/or on the Contractor’s behalf and, for the avoidance of
doubt, shall include details of any and all refugees, potential refugees,
employees, and/or other people’s details held within any UNHCR system.
CONFIDENTIALITY
In this Agreement “Confidential Information” means any information of a
confidential nature (whether written, oral, in electronic form or in any other media)
that:
2.1.1 is disclosed by or on behalf of a Party (the “Discloser”) or any member of
its Group, and in the case of the Contractor any Contractor Party, to the
other Party (the “Recipient”) or a member of its Group or one of its
Representatives in connection with this Agreement; and/or
2.1.2 relates to the existence or terms of this Agreement, a Statement of Work
and/or the Services; and/or
2.1.3 includes or relates to Data.
2.2
The Recipient of Confidential Information shall:
2.2.1 keep the Confidential Information secret and will only disclose it in the
manner and to the extent expressly permitted by this Agreement or
otherwise as permitted by the terms of the disclosure;
2.2.2 use the Confidential Information only to the extent necessary for the
performance of its obligations and/or, in relation to UNHCR, receipt of
their rights under this Agreement; and
2.2.3 keep the Confidential Information safe and secure and apply to it
documentary and electronic security measures that match or exceed
those the Recipient operates in relation to its own information which is by
its nature confidential.
Provided that the Recipient has a written agreement with the following persons or
entities requiring them to treat the Confidential Information confidential in
accordance with the Agreement and this clause 1, the Recipient may disclose
Confidential Information to:
2.3.1 any other Party with the Discloser’s prior written consent; and
2.3.2 the Recipient’s employees, officials, representatives and agents who have
a need to know such Confidential Information for purposes of performing
obligations under this Agreement, and employees officials,
representatives and agents of any legal entity that it controls, controls it,
or with which it is under common control, who have a need to know such
Confidential Information for purposes of performing obligations under this
Agreement, provided that, for these purposes a controlled legal entity
means:
2.3.2.1 a corporate entity in which the Party owns or otherwise controls, whether
directly or indirectly, over fifty percent (50%) of voting shares thereof;
2.3.2.2 any entity over which the Party exercises effective managerial control; or
2.3.2.3 for UNHCR, a principal or subsidiary organ of the United Nations
established in accordance with the Charter of the United Nations.
2.4 The Contractor may disclose Confidential Information to the extent required by
law, provided that, subject to and without any waiver of the privileges and
immunities of UNHCR, the Contractor will give UNHCR sufficient prior notice of a
request for the disclosure of Confidential Information in order to allow UNHCR to
have a reasonable opportunity to take protective measures or such other action
as may be appropriate before any such disclosure is made.
2.5 UNHCR may disclose Confidential Information to the extent as required pursuant
to the Charter of the United Nations, or pursuant to resolutions or regulations of
the General Assembly or rules promulgated thereunder.
2.6 UNHCR may disclose any Confidential Information:
2.6.1 to any Regulatory Authority or auditor;
2.6.2 to any UNHCR-nominated third parties;
2.6.3 to a Replacement Contractor;
2.6.4 to a third party nominated by UNHCR to perform or manage Step-in
Services;
2.7 The Recipient may disclose Confidential Information to the extent necessary in
order to be able to refer a dispute for resolution in accordance with the Dispute
Resolution Procedure in accordance with this Agreement.
2.8 The Recipient shall not be precluded from disclosing Confidential Information that
the Recipient can demonstrate to the other Party is or has been: (i) obtained by
the Recipient without restriction from a third party who is not in breach of any
obligation as to confidentiality to the owner of such Information or any other
person; (ii) in the public domain other than by a breach of this Agreement; (iii)
previously known by the Recipient; or (iv) at any time is developed or learned by
the Recipient completely independently of any disclosures hereunder.
2.9 The Contractor shall ensure that all Contractor Parties comply with equivalent
obligations as set out in this clause 1.
2.10 These obligations and restrictions of confidentiality shall be effective during the
Term of the Agreement, including any extension thereof, and, unless otherwise
provided in the Agreement, shall remain effective following any termination or
expiry of the Agreement.
3.
3.1
3.2
DATA PROTECTION AND INFORMATION SECURITY
With respect to the Parties’ rights and obligations under this Agreement, the
Parties agree that UNHCR is the Data Controller and that the Contractor and the
relevant Contractor Party is or are the Data Processors.
The Contractor warrants and undertakes on a continuing basis that it shall and
shall procure that the Contractor Parties shall:
UNHCR Consultant Declaration of Confidentiality
Page 2 of 4
3.3
3.2.1 only process the Data in order to provide the Service(s) and then strictly
only in accordance with this Agreement and with instructions received
from UNHCR from time to time relating to the Data;
3.2.2 promptly and fully cooperate with and assist UNHCR in relation to any
reasonable request for cooperation and/or assistance and/or information
relating to its and/or their processing of the Data;
3.2.3 ensure that the Data shall only be accessible by the Contractor Personnel
to the extent they need to know or require access for the purposes of
properly performing their duties in relation to the Services and who, where
relevant, understand the confidentiality of such Data (and who are
contractually bound to maintain its confidentiality) and in particular the
Contractor and the Contractor Parties shall take adequate precautions to
ensure that Data is not used, accessed or processed in a manner
incompatible with these purposes;
3.2.4 not cause UNHCR to be in breach of any part of the Data Protection
Legislation whether by reason of an act or omission by it or them, or by
any of its or their directors, officers, staff, employees or the Contractor
Parties;
3.2.5 not allow any third parties to access the Data except to the extent that it
obtains the prior written consent of UNHCR to appoint a Contractor Party
in order to assist it in delivering the Services, and provided that the
Contractor shall procure compliance by the Contractor Party with these
terms and shall be responsible for the acts and omissions of such
Contractor Parties.
The Contractor warrants and undertakes on a continuing basis that it shall, and
shall procure that the Contractor Parties shall:
3.3.1 observe all the requirements of Data Protection Legislation in relation to
Data;
3.3.2 put in place and maintain appropriate technical and organisational
measures against accidental or unlawful destruction or accidental loss,
alteration, unauthorised disclosure or access to the Data (including,
without limitation the measures set out in the Information Security
Requirements);
3.3.3 take all reasonable steps to ensure the reliability of its/their personnel who
have access to Data and to ensure they are aware of the Contractor’s or
Contractor Party’s (as appropriate) obligations in relation to Data;
3.3.4 promptly notify UNHCR of any actual or suspected or threatened incident
of accidental or unlawful destruction or accidental loss, alteration,
unauthorised or accidental disclosure of or access to the Data;
3.3.5 promptly provide UNHCR with all relevant information in its or their
possession as required by UNHCR to comply with any informal or formal
management and reporting obligations recommended or required by Data
Protection Legislation concerning any Security Breach;
3.3.6 notify UNHCR within five (5) Business Days of any complaint by a data
subject in respect of their Data or any request received from a data
subject to have access to their Data or of any other communication
relating directly or indirectly to the Processing of any Data in connection
with this Agreement and promptly and fully cooperate and assist UNHCR,
as appropriate, in relation to any such request or communication. Neither
the Contractor nor any Contractor Party shall respond directly to any data
subject, access request for their Data or complaint in relation to their
Data, or (unless and to the extent required by law) any communication by
a Data Protection Authority, in each case unless expressly approved in
writing in advance by UNHCR;
Page 3 of 4
3.4
3.5
The Contractor shall, at all times during and after the termination or expiry of this
Agreement Indemnify UNHCR (including losses agreed to be paid by UNHCR)
arising from any breach of the Contractor’s obligations under this clause 2.
This clause 2 shall continue in effect following termination or expiry of this
Agreement.
Unquote
I undertake to conduct myself and render services with a view to ensuring full compliance by
the Contractor with the above clause. In case of doubt, I shall consult with the Project
Coordinator. Upon the request of UNHCR, or termination or expiry of my assignment with
UNHCR, I shall immediately return to UNHCR all Confidential Information disclosed to me or
to which I had access during or as a result of my assignment with UNHCR, together with all
copies thereof.
Signed:
..........................................................
Name:
..........................................................
Date:
..........................................................
Page 4 of 4
GENERAL CONDITIONS OF CONTRACT
CONTRACTS FOR THE PROVISION OF SERVICES
1.
LEGAL STATUS OF THE PARTIES: The United Nations Office of the High Commissioner for Refugees
(“UNHCR”) and the Contractor shall also each be referred to as a “Party” hereunder, and:
1.1 Pursuant, inter alia, to the Charter of the United Nations and the Convention on the Privileges and Immunities
of the United Nations, UNHCR, as a subsidiary organ of the United Nations, has full juridical personality and
enjoys such privileges and immunities as are necessary for the independent fulfillment of its purposes.
1.2 The Contractor shall have the legal status of an independent contractor vis-à-vis UNHCR, and nothing
contained in or relating to the Contract shall be construed as establishing or creating between the Parties the
relationship of employer and employee or of principal and agent. The officials, representatives, employees, or
subcontractors of each of the Parties shall not be considered in any respect as being the employees or agents of
the other Party, and each Party shall be solely responsible for all claims arising out of or relating to its
engagement of such persons or entities.
2.
SOURCE OF INSTRUCTIONS: The Contractor shall neither seek nor accept instructions from any authority external
to UNHCR in connection with the performance of its obligations under the Contract. Should any authority external to
UNHCR seek to impose any instructions concerning or restrictions on the Contractor’s performance under the Contract,
the Contractor shall promptly notify UNHCR in writing and provide all reasonable assistance required by UNHCR. The
Contractor shall not take any action in respect of the performance of its obligations under the Contract that may
adversely affect the interests of UNHCR, and the Contractor shall perform its obligations under the Contract with the
fullest regard to the interests of UNHCR.
3.
RESPONSIBILITY FOR EMPLOYEES: The following provisions shall apply:
3.1 The Contractor shall be responsible for the professional and technical competence of the personnel it assigns to
perform work under the Contract and will select reliable and competent individuals who will be able to
effectively perform the obligations under the Contract and who, while doing so, will respect the local laws and
customs and conform to a high standard of moral and ethical conduct.
3.2 Such Contractor personnel shall be professionally qualified and, if required to work with officials or staff of
UNHCR, shall be able to do so effectively. The qualifications of any personnel whom the Contractor may
assign or may propose to assign to perform any obligations under the Contract shall be substantially the same,
or better, as the qualifications of any personnel originally proposed by the Contractor.
3.3 At the option of and in the sole discretion of UNHCR:
3.3.1 the qualifications of personnel proposed by the Contractor (e.g., a curriculum vitae) may be
reviewed by UNHCR prior to such personnel’s performing any obligations under the Contract;
3.3.2 any personnel proposed by the Contractor to perform obligations under the Contract may be
interviewed by qualified staff or officials of UNHCR prior to such personnel’s performing any
obligations under the Contract; and,
3.3.3 in cases in which, pursuant to Article 3.3.1 or 3.3.2, above, UNHCR has reviewed the qualifications
of such Contractor’s personnel, UNHCR may reasonably refuse to accept any such personnel.
3.4 Requirements specified in the Contract regarding the number or qualifications of the Contractor’s personnel
may change during the course of performance of the Contract. Any such change shall be made only following
written notice of such proposed change and upon written agreement between the Parties regarding such change,
subject to the following:
3.4.1 UNHCR may, at any time, request, in writing, the withdrawal or replacement of any of the
Contractor’s personnel, and such request shall not be unreasonably refused by the Contractor.
CONTRACTS FOR THE PROVISION OF SERVICES
REV.: JANUARY 2010
3.4.2 Any of the Contractor’s personnel assigned to perform obligations under the Contract shall not be
withdrawn or replaced without the prior written consent of UNHCR, which shall not be unreasonably
withheld.
3.4.3 The withdrawal or replacement of the Contractor’s personnel shall be carried out as quickly as
possible and in a manner that will not adversely affect the performance of obligations under the
Contract.
3.4.4 All expenses related to the withdrawal or replacement of the Contractor’s personnel shall, in all
cases, be borne exclusively by the Contractor.
3.4.5 Any request by UNHCR for the withdrawal or replacement of the Contractor’s personnel shall not be
considered to be a termination, in whole or in part, of the Contract, and UNHCR shall not bear any
liability in respect of such withdrawn or replaced personnel.
3.4.6 If a request for the withdrawal or replacement of the Contractor’s personnel is not based upon a
default by or failure on the part of the Contractor to perform its obligations in accordance with the
Contract, the misconduct of the personnel, or the inability of such personnel to reasonably work
together with UNHCR officials and staff, then the Contractor shall not be liable by reason of any
such request for the withdrawal or replacement of the Contractor’s personnel for any delay in the
performance by the Contractor of its obligations under the Contract that is substantially the result of
such personnel’s being withdrawn or replaced.
3.5 Nothing in Articles 3.2, 3.3 and 3.4, above, shall be construed to create any obligations on the part of UNHCR
with respect to the Contractor’s personnel assigned to perform work under the Contract, and such personnel
shall remain the sole responsibility of the Contractor.
3.6 The Contractor shall be responsible for requiring that all personnel assigned by it to perform any obligations
under the Contract and who may have access to any premises or other property of UNHCR shall:
3.6.1 undergo or comply with security screening requirements made known to the Contractor by UNHCR,
including but not limited to, a review of any criminal history;
3.6.2 when within UNHCR premises or on UNHCR property, display such identification as may be
approved and furnished by UNHCR security officials, and that upon the withdrawal or replacement
of any such personnel or upon termination or completion of the Contract, such personnel shall
immediately return any such identification to UNHCR for cancellation.
3.7 Not less than one working day after learning that any of Contractor’s personnel who have access to any
UNHCR premises have been charged by law enforcement authorities with an offense other than a minor traffic
offense, the Contractor shall provide written notice to inform UNHCR about the particulars of the charges then
known and shall continue to inform UNHCR concerning all substantial developments regarding the disposition
of such charges.
3.8 All operations of the Contractor, including without limitation, storage of equipment, materials, supplies and
parts, within UNHCR premises or on UNHCR property shall be confined to areas authorized or approved by
UNHCR. The Contractor’s personnel shall not enter or pass through and shall not store or dispose of any of its
equipment or materials in any areas within UNHCR premises or on UNHCR property without appropriate
authorization from UNHCR.
4.
ASSIGNMENT:
4.1 Except as provided in Article 4.2, below, the Contractor may not assign, transfer, pledge or make any other
disposition of the Contract, of any part of the Contract, or of any of the rights, claims or obligations under the
Contract except with the prior written authorization of UNHCR. Any such unauthorized assignment, transfer,
pledge or other disposition, or any attempt to do so, shall not be binding on UNHCR. Except as permitted with
respect to any approved subcontractors, the Contractor shall not delegate any of its obligations under the
Contract, except with the prior written consent of UNHCR. Any such unauthorized delegation, or attempt to do
so, shall not be binding on UNHCR.
4.2 The Contractor may assign or otherwise transfer the Contract to the surviving entity resulting from a
reorganization of the Contractor’s operations, provided that:
REV.: JANUARY 2010
GENERAL CONDITIONS OF CONTRACT FOR CONTRACTS FOR THE PROVISION OF SERVICES
PAGE 2
4.2.1 such reorganization is not the result of any bankruptcy, receivership or other similar proceedings;
and,
4.2.2 such reorganization arises from a sale, merger, or acquisition of all or substantially all of the
Contractor’s assets or ownership interests; and,
4.2.3 the Contractor promptly notifies UNHCR about such assignment or transfer at the earliest
opportunity; and,
4.2.4 the assignee or transferee agrees in writing to be bound by all of the terms and conditions of the
Contract, and such writing is promptly provided to UNHCR following the assignment or transfer.
5.
SUBCONTRACTING: In the event that the Contractor requires the services of subcontractors to perform any
obligations under the Contract, the Contractor shall obtain the prior written approval of UNHCR. UNHCR shall be
entitled, in its sole discretion, to review the qualifications of any subcontractors and to reject any proposed subcontractor
that UNHCR reasonably considers is not qualified to perform obligations under the Contract. UNHCR shall have the
right to require any subcontractor’s removal from UNHCR premises without having to give any justification therefor.
Any such rejection or request for removal shall not, in and of itself, entitle the Contractor to claim any delays in the
performance, or to assert any excuses for the non-performance, of any of its obligations under the Contract, and the
Contractor shall be solely responsible for all services and obligations performed by its subcontractors. The terms of any
subcontract shall be subject to, and shall be construed in a manner that is fully in accordance with, all of the terms and
conditions of the Contract.
6.
OFFICIALS NOT TO BENEFIT: The Contractor warrants that it has not and shall not offer any direct or indirect
benefit arising from or related to the performance of the Contract or the award thereof to any representative, official,
employee, or other agent of UNHCR. The Contractor acknowledges and agrees that any breach of this provision is a
breach of an essential term of the Contract.
7.
INDEMNIFICATION:
7.1 The Contractor shall indemnify, defend, and hold and save harmless, UNHCR, and its officials, agents and
employees, from and against all suits, proceedings, claims, demands, losses and liability of any kind or nature
brought by any third party against UNHCR, including, but not limited to, all litigation costs and expenses,
attorney’s fees, settlement payments and damages, based on, arising from, or relating to:
7.1.1 allegations or claims that the possession of or use by UNHCR of any patented device, any
copyrighted material, or any other goods, property or services provided or licensed to UNHCR under
the terms of the Contract, in whole or in part, separately or in a combination contemplated by the
Contractor’s published specifications therefor, or otherwise specifically approved by the Contractor,
constitutes an infringement of any patent, copyright, trademark, or other intellectual property right of
any third party; or,
7.1.2 any acts or omissions of the Contractor, or of any subcontractor or anyone directly or indirectly
employed by them in the performance of the Contract, which give rise to legal liability to anyone not
a party to the Contract, including, without limitation, claims and liability in the nature of a claim for
workers’ compensation.
7.2 The indemnity set forth in Article 7.1.1, above, shall not apply to:
7.2.1 A claim of infringement resulting from the Contractor’s compliance with specific written instructions
by UNHCR directing a change in the specifications for the goods, property, materials, equipment or
supplies to be or used, or directing a manner of performance of the Contract or requiring the use of
specifications not normally used by the Contractor; or
7.2.2 A claim of infringement resulting from additions to or changes in any goods, property, materials
equipment, supplies or any components thereof furnished under the Contract if UNHCR or another
party acting under the direction of UNHCR made such changes.
7.3 In addition to the indemnity obligations set forth in this Article 7, the Contractor shall be obligated, at its sole
expense, to defend UNHCR and its officials, agents and employees, pursuant to this Article 7, regardless of
whether the suits, proceedings, claims and demands in question actually give rise to or otherwise result in any
loss or liability.
REV.: JANUARY 2010
PAGE 3
7.4 UNHCR shall advise the Contractor about any such suits, proceedings, claims, demands, losses or liability
within a reasonable period of time after having received actual notice thereof. The Contractor shall have sole
control of the defense of any such suit, proceeding, claim or demand and of all negotiations in connection with
the settlement or compromise thereof, except with respect to the assertion or defense of the privileges and
immunities of UNHCR or any matter relating thereto, which only UNHCR itself is authorized to assert and
maintain. UNHCR shall have the right, at its own expense, to be represented in any such suit, proceeding, claim
or demand by independent counsel of its own choosing.
7.5 In the event the use by UNHCR of any goods, property or services provided or licensed to UNHCR by the
Contractor, in whole or in part, in any suit or proceeding, is for any reason enjoined, temporarily or
permanently, or is found to infringe any patent, copyright, trademark or other intellectual property right, or in
the event of a settlement, is enjoined, limited or otherwise interfered with, then the Contractor, at its sole cost
and expense, shall, promptly, either:
7.5.1 procure for UNHCR the unrestricted right to continue using such goods or services provided to
UNHCR;
7.5.2 replace or modify the goods or services provided to UNHCR, or part thereof, with the equivalent or
better goods or services, or part thereof, that is non-infringing; or,
7.5.3 refund to UNHCR the full price paid by UNHCR for the right to have or use such goods, property or
services, or part thereof.
8.
INSURANCE AND LIABILITY:
8.1 The Contractor shall pay UNHCR promptly for all loss, destruction, or damage to the property of UNHCR
caused by the Contractor’s personnel or by any of its subcontractors or anyone else directly or indirectly
employed by the Contractor or any of its subcontractors in the performance of the Contract.
8.2 Unless otherwise provided in the Contract, prior to commencement of performance of any other obligations
under the Contract, and subject to any limits set forth in the Contract, the Contractor shall take out and shall
maintain for the entire term of the Contract, for any extension thereof, and for a period following any
termination of the Contract reasonably adequate to deal with losses:
8.2.1 insurance against all risks in respect of its property and any equipment used for the performance of
the Contract;
8.2.2 workers’ compensation insurance, or its equivalent, or employer’s liability insurance, or its
equivalent, with respect to the Contractor’s personnel sufficient to cover all claims for injury, death
and disability, or any other benefits required to be paid by law, in connection with the performance of
the Contract;
8.2.3 liability insurance in an adequate amount to cover all claims, including, but not limited to, claims for
death and bodily injury, products and completed operations liability, loss of or damage to property,
and personal and advertising injury, arising from or in connection with the Contractor’s performance
under the Contract, including, but not limited to, liability arising out of or in connection with the acts
or omissions of the Contractor, its personnel, agents, or invitees, or the use, during the performance
of the Contract, of any vehicles, boats, airplanes or other transportation vehicles and equipment,
whether or not owned by the Contractor; and,
8.2.4 such other insurance as may be agreed upon in writing between UNHCR and the Contractor.
8.3 The Contractor’s liability policies shall also cover subcontractors and all defense costs and shall contain a
standard “cross liability” clause.
8.4 The Contractor acknowledges and agrees that UNHCR accepts no responsibility for providing life, health,
accident, travel or any other insurance coverage which may be necessary or desirable in respect of any
personnel performing services for the Contractor in connection with the Contract.
8.5 Except for the workers’ compensation insurance or any self-insurance program maintained by the Contractor
and approved by UNHCR, in its sole discretion, for purposes of fulfilling the Contractor’s requirements for
providing insurance under the Contract, the insurance policies required under the Contract shall:
REV.: JANUARY 2010
PAGE 4
8.5.1 name UNHCR as an additional insured under the liability policies, including, if required, as a
separate endorsement under the policy;
8.5.2 include a waiver of subrogation of the Contractor’s insurance carrier’s rights against UNHCR;
8.5.3 provide that UNHCR shall receive written notice from the Contractor’s insurance carrier not less than
thirty (30) days prior to any cancellation or material change of coverage; and,
8.5.4 include a provision for response on a primary and non-contributing basis with respect to any other
insurance that may be available to UNHCR.
8.6 The Contractor shall be responsible to fund all amounts within any policy deductible or retention.
8.7 Except for any self-insurance program maintained by the Contractor and approved by UNHCR for purposes of
fulfilling the Contractor’s requirements for maintaining insurance under the Contract, the Contractor shall
maintain the insurance taken out under the Contract with reputable insurers that are in good financial standing
and that are acceptable to UNHCR Prior to the commencement of any obligations under the Contract, the
Contractor shall provide UNHCR with evidence, in the form of certificate of insurance or such other form as
UNHCR may reasonably require, that demonstrates that the Contractor has taken out insurance in accordance
with the requirements of the Contract. UNHCR reserves the right, upon written notice to the Contractor, to
obtain copies of any insurance policies or insurance program descriptions required to be maintained by the
Contractor under the Contract. Notwithstanding the provisions of Article 8.5.3, above, the Contractor shall
promptly notify UNHCR concerning any cancellation or material change of insurance coverage required under
the Contract.
8.8 The Contractor acknowledges and agrees that neither the requirement for taking out and maintaining insurance
as set forth in the Contract nor the amount of any such insurance, including, but not limited to, any deductible or
retention relating thereto, shall in any way be construed as limiting the Contractor’s liability arising under or
relating to the Contract.
9.
ENCUMBRANCES AND LIENS: The Contractor shall not cause or permit any lien, attachment or other encumbrance
by any person to be placed on file or to remain on file in any public office or on file with the United Nations against any
monies due to the Contractor or that may become due for any work done or against any goods supplied or materials
furnished under the Contract, or by reason of any other claim or demand against the Contractor or UNHCR.
10. EQUIPMENT FURNISHED BY UNHCR TO THE CONTRACTOR: Title to any equipment and supplies that may
be furnished by UNHCR to the Contractor for the performance of any obligations under the Contract shall rest with
UNHCR, and any such equipment shall be returned to UNHCR at the conclusion of the Contract or when no longer
needed by the Contractor. Such equipment, when returned to UNHCR, shall be in the same condition as when delivered
to the Contractor, subject to normal wear and tear, and the Contractor shall be liable to compensate UNHCR for the
actual costs of any loss of, damage to, or degradation of the equipment that is beyond normal wear and tear.
11. COPYRIGHT, PATENTS AND OTHER PROPRIETARY RIGHTS:
11.1 Except as is otherwise expressly provided in writing in the Contract, UNHCR shall be entitled to all
intellectual property and other proprietary rights including, but not limited to, patents, copyrights, and
trademarks, with regard to products, processes, inventions, ideas, know-how, or documents and other materials
which the Contractor has developed for UNHCR under the Contract and which bear a direct relation to or are
produced or prepared or collected in consequence of, or during the course of, the performance of the Contract.
The Contractor acknowledges and agrees that such products, documents and other materials constitute works
made for hire for UNHCR.
11.2 To the extent that any such intellectual property or other proprietary rights consist of any intellectual property
or other proprietary rights of the Contractor: (i) that pre-existed the performance by the Contractor of its
obligations under the Contract, or (ii) that the Contractor may develop or acquire, or may have developed or
acquired, independently of the performance of its obligations under the Contract, UNHCR does not and shall
not claim any ownership interest thereto, and the Contractor grants to UNHCR a perpetual license to use such
intellectual property or other proprietary right solely for the purposes of and in accordance with the
requirements of the Contract.
REV.: JANUARY 2010
PAGE 5
11.3 At the request of UNHCR, the Contractor shall take all necessary steps, execute all necessary documents and
generally assist in securing such proprietary rights and transferring or licensing them to UNHCR in
compliance with the requirements of the applicable law and of the Contract.
11.4 Subject to the foregoing provisions, all maps, drawings, photographs, mosaics, plans, reports, estimates,
recommendations, documents, and all other data compiled by or received by the Contractor under the Contract
shall be the property of UNHCR, shall be made available for use or inspection by UNHCR at reasonable times
and in reasonable places, shall be treated as confidential, and shall be delivered only to UNHCR authorized
officials on completion of work under the Contract.
12. PUBLICITY, AND USE OF THE NAME, EMBLEM OR OFFICIAL SEAL OF THE UNITED NATIONS OR
OF UNHCR: The Contractor shall not advertise or otherwise make public for purposes of commercial advantage or
goodwill that it has a contractual relationship with the United Nations or UNHCR, nor shall the Contractor, in any
manner whatsoever use the name, emblem or official seal of the United Nations or of UNHCR, or any abbreviation of
the name of the United Nations or of UNHCR in connection with its business or otherwise without the written
permission of UNHCR..
13. CONFIDENTIAL NATURE OF DOCUMENTS AND INFORMATION: Information and data that is considered
proprietary by either Party or that is delivered or disclosed by one Party (“Discloser”) to the other Party (“Recipient”)
during the course of performance of the Contract, and that is designated as confidential (“Information”)1, shall be held in
confidence by that Party and shall be handled as follows:
13.1 The recipient (“Recipient”) of such Information shall:
13.1.1
use the same care and discretion to avoid disclosure, publication or dissemination of the
Discloser’s Information as it uses with its own similar Information that it does not wish to
disclose, publish or disseminate; and,
13.1.2
use the Discloser’s Information solely for the purpose for which it was disclosed.
13.2 Provided that the Recipient has a written agreement with the following persons or entities requiring them to
treat the Information confidential in accordance with the Contract and this Article 13, the Recipient may
disclose Information to:
13.2.1
any other party with the Discloser’s prior written consent; and,
13.2.2
the Recipient’s employees, officials, representatives and agents who have a need to know such
Information for purposes of performing obligations under the Contract, and employees officials,
representatives and agents of any legal entity that it controls, controls it, or with which it is under
common control, who have a need to know such Information for purposes of performing
obligations under the Contract, provided that, for these purposes a controlled legal entity means:
13.2.2.1
a corporate entity in which the Party owns or otherwise controls, whether directly
or indirectly, over fifty percent (50%) of voting shares thereof; or,
13.2.2.2
any entity over which the Party exercises effective managerial control; or,
13.2.2.3
for UNHCR, a principal or subsidiary organ of the United Nations established in
accordance with the Charter of the United Nations.
13.3 The Contractor may disclose Information to the extent required by law, provided that, subject to and without
any waiver of the privileges and immunities of UNHCR, the Contractor will give UNHCR sufficient prior
notice of a request for the disclosure of Information in order to allow UNHCR to have a reasonable
opportunity to take protective measures or such other action as may be appropriate before any such disclosure
is made.
13.4 UNHCR may disclose Information to the extent as required pursuant to the Charter of the United Nations, or
pursuant to resolutions or regulations of the General Assembly or rules promulgated thereunder.
1
Information and data that is considered by UNHCR as proprietary and confidential includes, but is not limited to, data
pertaining to refugees and persons of concern to UNHCR.
REV.: JANUARY 2010
PAGE 6
13.5 The Recipient shall not be precluded from disclosing Information that is (i) obtained by the Recipient without
restriction from a third party who is not in breach of any obligation as to confidentiality to the owner of such
Information or any other person, or (ii) disclosed by the Discloser to a third party without any obligation of
confidentiality, or (iii) previously known by the Recipient, or (iv) at any time is developed by the Recipient
completely independently of any disclosures hereunder.
13.6 These obligations and restrictions of confidentiality shall be effective during the term of the Contract,
including any extension thereof, and, unless otherwise provided in the Contract, shall remain effective
following any termination of the Contract.
14. FORCE MAJEURE; OTHER CHANGES IN CONDITIONS:
14.1 In the event of and as soon as possible after the occurrence of any cause constituting force majeure, the
affected Party shall give notice and full particulars in writing to the other Party, of such occurrence or cause if
the affected Party is thereby rendered unable, wholly or in part, to perform its obligations and meet its
responsibilities under the Contract. The affected Party shall also notify the other Party of any other changes in
condition or the occurrence of any event which interferes or threatens to interfere with its performance of the
Contract. Not more than fifteen (15) days following the provision of such notice of force majeure or other
changes in condition or occurrence, the affected Party shall also submit a statement to the other Party of
estimated expenditures that will likely be incurred for the duration of the change in condition or the event of
force majeure. On receipt of the notice or notices required hereunder, the Party not affected by the occurrence
of a cause constituting force majeure shall take such action as it reasonably considers to be appropriate or
necessary in the circumstances, including the granting to the affected Party of a reasonable extension of time
in which to perform any obligations under the Contract.
14.2 If the Contractor is rendered unable, wholly or in part, by reason of force majeure to perform its obligations
and meet its responsibilities under the Contract, UNHCR shall have the right to suspend or terminate the
Contract on the same terms and conditions as are provided for in Article 15, “Termination,” except that the
period of notice shall be seven (7) days instead of thirty (30) days. In any case, UNHCR shall be entitled to
consider the Contractor permanently unable to perform its obligations under the Contract in case the
Contractor is unable to perform its obligations, wholly or in part, by reason of force majeure for any period in
excess of ninety (90) days.
14.3 Force majeure as used herein means any unforeseeable and irresistible act of nature, any act of war (whether
declared or not), invasion, revolution, insurrection, terrorism, or any other acts of a similar nature or force,
provided that such acts arise from causes beyond the control and without the fault or negligence of the
Contractor. The Contractor acknowledges and agrees that, with respect to any obligations under the Contract
that the Contractor must perform in areas in which UNHCR is engaged in, preparing to engage in, or
disengaging from any humanitarian or similar operations, any delays or failure to perform such obligations
arising from or relating to harsh conditions within such areas, or to any incidents of civil unrest occurring in
such areas, shall not, in and of itself, constitute force majeure under the Contract.
15. TERMINATION:
15.1 Either Party may terminate the Contract for cause, in whole or in part, upon thirty (30) day’s notice, in writing,
to the other Party. The initiation of conciliation or arbitral proceedings in accordance with Article 18
“Settlement of Disputes,” below, shall not be deemed to be a “cause” for or otherwise to be in itself a
termination of the Contract.
15.2 UNHCR may terminate the Contract at any time by providing written notice to the Contractor in any case in
which the mandate of UNHCR applicable to the performance of the Contract or the funding of UNHCR
applicable to the Contract is curtailed or terminated, whether in whole or in part. In addition, unless otherwise
provided by the Contract, upon sixty (60) day’s advance written notice to the Contractor, UNHCR may
terminate the Contract without having to provide any justification therefor.
15.3 In the event of any termination of the Contract, upon receipt of notice of termination that has been issued by
UNHCR, the Contractor shall, except as may be directed by UNHCR in the notice of termination or otherwise
in writing:
15.3.1
REV.: JANUARY 2010
take immediate steps to bring the performance of any obligations under the Contract to a close in a
prompt and orderly manner, and in doing so, reduce expenses to a minimum;
PAGE 7
15.3.2
refrain from undertaking any further or additional commitments under the Contract as of and
following the date of receipt of such notice;
15.3.3
place no further subcontracts or orders for materials, services, or facilities, except as UNHCR and
the Contractor agree in writing are necessary to complete any portion of the Contract that is not
terminated;
15.3.4
terminate all subcontracts or orders to the extent they relate to the portion of the Contract
terminated;
15.3.5
transfer title and deliver to UNHCR the fabricated or unfabricated parts, work in process,
completed work, supplies, and other material produced or acquired for the portion of the Contract
terminated;
15.3.6
deliver all completed or partially completed plans, drawings, information, and other property that,
if the Contract had been completed, would be required to be furnished to UNHCR thereunder;
15.3.7
complete performance of the work not terminated; and,
15.3.8
take any other action that may be necessary, or that UNHCR may direct in writing, for the
minimization of losses and for the protection and preservation of any property, whether tangible or
intangible, related to the Contract that is in the possession of the Contractor and in which UNHCR
has or may be reasonably expected to acquire an interest.
15.4 In the event of any termination of the Contract, UNHCR shall be entitled to obtain reasonable written
accountings from the Contractor concerning all obligations performed or pending in accordance with the
Contract. In addition, UNHCR shall not be liable to pay the Contractor except for those goods delivered and
services provided to UNHCR in accordance with the requirements of the Contract, but only if such goods or
services were ordered, requested or otherwise provided prior to the Contractor’s receipt of notice of
termination from UNHCR or prior to the Contractor’s tendering of notice of termination to UNHCR.
15.5 UNHCR may, without prejudice to any other right or remedy available to it, terminate the Contract forthwith
in the event that:
15.5.1
the Contractor is adjudged bankrupt, or is liquidated, or becomes insolvent, or applies for a
moratorium or stay on any payment or repayment obligations, or applies to be declared insolvent;
15.5.2
the Contractor is granted a moratorium or a stay, or is declared insolvent;
15.5.3
the Contractor makes an assignment for the benefit of one or more of its creditors;
15.5.4
a receiver is appointed on account of the insolvency of the Contractor;
15.5.5
the Contractor offers a settlement in lieu of bankruptcy or receivership; or,
15.5.6
UNHCR reasonably determines that the Contractor has become subject to a materially adverse
change in its financial condition that threatens to substantially affect the ability of the Contractor
to perform any of its obligations under the Contract.
15.6 Except as prohibited by law, the Contractor shall be bound to compensate UNHCR for all damages and costs,
including, but not limited to, all costs incurred by UNHCR in any legal or non-legal proceedings, as a result of
any of the events specified in Article 15.5, above, and resulting from or relating to a termination of the
Contract, even if the Contractor is adjudged bankrupt, or is granted a moratorium or stay or is declared
insolvent. The Contractor shall immediately inform UNHCR of the occurrence of any of the events specified
in Article 15.5, above, and shall provide UNHCR with any information pertinent thereto.
15.7 The provisions of this Article 15 are without prejudice to any other rights or remedies of UNHCR under the
Contract or otherwise.
16. NON-WAIVER OF RIGHTS: The failure by either Party to exercise any rights available to it, whether under the
Contract or otherwise, shall not be deemed for any purposes to constitute a waiver by the other Party of any such right or
any remedy associated therewith, and shall not relieve the Parties of any of their obligations under the Contract.
REV.: JANUARY 2010
PAGE 8
17. NON-EXCLUSIVITY: Unless otherwise specified in the Contract, UNHCR shall have no obligation to purchase any
minimum quantities of goods or services from the Contractor, and UNHCR shall have no limitation on its right to obtain
goods or services of the same kind, quality and quantity described in the Contract, from any other source at any time.
18. SETTLEMENT OF DISPUTES:
18.1 AMICABLE SETTLEMENT: The Parties shall use their best efforts to amicably settle any dispute,
controversy, or claim arising out of the Contract or the breach, termination, or invalidity thereof. Where the
Parties wish to seek such an amicable settlement through conciliation, the conciliation shall take place in
accordance with the Conciliation Rules then obtaining of the United Nations Commission on International
Trade Law (“UNCITRAL”), or according to such other procedure as may be agreed between the Parties in
writing.
18.2 ARBITRATION: Any dispute, controversy, or claim between the Parties arising out of the Contract or the
breach, termination, or invalidity thereof, unless settled amicably under Article 18.1, above, within sixty (60)
days after receipt by one Party of the other Party’s written request for such amicable settlement, shall be
referred by either Party to arbitration in accordance with the UNCITRAL Arbitration Rules then obtaining.
The decisions of the arbitral tribunal shall be based on general principles of international commercial law. The
arbitral tribunal shall be empowered to order the return or destruction of goods or any property, whether
tangible or intangible, or of any confidential information provided under the Contract, order the termination of
the Contract, or order that any other protective measures be taken with respect to the goods, services or any
other property, whether tangible or intangible, or of any confidential information provided under the Contract,
as appropriate, all in accordance with the authority of the arbitral tribunal pursuant to Article 26 (“Interim
Measures of Protection”) and Article 32 (“Form and Effect of the Award”) of the UNCITRAL Arbitration
Rules. The arbitral tribunal shall have no authority to award punitive damages. In addition, unless otherwise
expressly provided in the Contract, the arbitral tribunal shall have no authority to award interest in excess of
the London Inter-Bank Offered Rate (“LIBOR”) then prevailing, and any such interest shall be simple interest
only. The Parties shall be bound by any arbitration award rendered as a result of such arbitration as the final
adjudication of any such dispute, controversy, or claim.
19. PRIVILEGES AND IMMUNITIES: Nothing in or relating to the Contract shall be deemed a waiver, express or
implied, of any of the privileges and immunities of the United Nations, including its subsidiary organs or of UNHCR (as
a subsidiary organ of the United Nations).
20. TAX EXEMPTION:
20.1 Article II, Section 7, of the Convention on the Privileges and Immunities of the United Nations provides, inter
alia, that the United Nations, including UNHCR as one of its subsidiary organs, is exempt from all direct
taxes, except charges for public utility services, and is exempt from customs restrictions, duties, and charges of
a similar nature in respect of articles imported or exported for its official use. In the event any governmental
authority refuses to recognize the exemptions of UNHCR from such taxes, restrictions, duties, or charges, the
Contractor shall immediately consult with UNHCR to determine a mutually acceptable procedure.
20.2 The Contractor authorizes UNHCR to deduct from the Contractor’s invoices any amount representing such
taxes, duties or charges, unless the Contractor has consulted with UNHCR before the payment thereof and
UNHCR has, in each instance, specifically authorized the Contractor to pay such taxes, duties, or charges
under written protest. In that event, the Contractor shall provide UNHCR with written evidence that payment
of such taxes, duties or charges has been made and appropriately authorized, and UNHCR shall reimburse the
Contractor for any such taxes, duties, or charges so authorized by UNHCR and paid by the Contractor under
written protest.
21. OBSERVANCE OF THE LAW: The Contractor shall comply with all laws, ordinances, rules, and regulations bearing
upon the performance of its obligations under the Contract. In addition, the Contractor shall maintain compliance with
all obligations relating to its registration as a qualified vendor of goods or services to UNHCR, as such obligations are set
forth in vendor registration procedures.
22. MODIFICATIONS:
22.1 The Director of the Division for Emergency and Supply Management, or such other contracting authority as
UNHCR has made known to the Contractor in writing, possesses the authority to agree on behalf of UNHCR
to any modification of or change in the Contract, to a waiver of any of its provisions or to any additional
REV.: JANUARY 2010
PAGE 9
contractual relationship of any kind with the Contractor. Accordingly, no modification or change in the
Contract shall be valid and enforceable against UNHCR unless provided by a valid written amendment to the
Contract signed by the Contractor and the Director of the Division for Emergency and Supply Management or
such other contracting authority.
22.2 If the Contract shall be extended for additional periods in accordance with the terms and conditions of the
Contract, the terms and conditions applicable to any such extended term of the Contract shall be the same
terms and conditions as set forth in the Contract, unless the Parties shall have agreed otherwise pursuant to a
valid amendment concluded in accordance with Article 22.1, above.
22.3 The terms or conditions of any supplemental undertakings, licenses, or other forms of agreement concerning
any goods or services provided under the Contract shall not be valid and enforceable against UNHCR nor in
any way shall constitute an agreement by UNHCR thereto unless any such undertakings, licenses or other
forms are the subject of a valid amendment concluded in accordance with Article 22.1, above.
23. AUDITS AND INVESTIGATIONS:
23.1 Each invoice paid by UNHCR shall be subject to a post-payment audit by auditors, whether internal or
external, of UNHCR or by other authorized and qualified agents of UNHCR at any time during the term of the
Contract and for a period of two (2) years following the expiration or prior termination of the Contract.
UNHCR shall be entitled to a refund from the Contractor for any amounts shown by such audits to have been
paid by UNHCR other than in accordance with the terms and conditions of the Contract.
23.2 The Contractor acknowledges and agrees that, from time to time, UNHCR may conduct investigations relating
to any aspect of the Contract or the award thereof, the obligations performed under the Contract, and the
operations of the Contractor generally relating to performance of the Contract. The right of UNHCR to
conduct an investigation and the Contractor’s obligation to comply with such an investigation shall not lapse
upon expiration or prior termination of the Contract. The Contractor shall provide its full and timely
cooperation with any such inspections, post-payment audits or investigations. Such cooperation shall include,
but shall not be limited to, the Contractor’s obligation to make available its personnel and any relevant
documentation for such purposes at reasonable times and on reasonable conditions and to grant to UNHCR
access to the Contractor’s premises at reasonable times and on reasonable conditions in connection with such
access to the Contractor’s personnel and relevant documentation. The Contractor shall require its agents,
including, but not limited to, the Contractor’s attorneys, accountants or other advisers, to reasonably cooperate
with any inspections, post-payment audits or investigations carried out by UNHCR hereunder.
24. LIMITATION ON ACTIONS:
24.1 Except with respect to any indemnification obligations in Article 7, above, or as are otherwise set forth in the
Contract, any arbitral proceedings in accordance with Article 18.2, above, arising out of the Contract must be
commenced within three years after the cause of action has accrued.
24.2 The Parties further acknowledge and agree that, for these purposes, a cause of action shall accrue when the
breach actually occurs, or, in the case of latent defects, when the injured Party knew or should have known all
of the essential elements of the cause of action, or in the case of a breach of warranty, when tender of delivery
is made, except that, if a warranty extends to future performance of the goods or any process or system and the
discovery of the breach consequently must await the time when such goods or other process or system is ready
to perform in accordance with the requirements of the Contract, the cause of action accrues when such time of
future performance actually begins.
25. CHILD LABOR: The Contractor represents and warrants that neither it, its parent entities (if any), nor any of the
Contractor’s subsidiary or affiliated entities (if any), is engaged in any practice inconsistent with the rights set forth in
the Convention on the Rights of the Child, including Article 32 thereof, which, inter alia, requires that a child shall be
protected from performing any work that is likely to be hazardous or to interfere with the child’s education, or to be
harmful to the child’s health or physical, mental, spiritual, moral, or social development. The Contractor acknowledges
and agrees that the provisions hereof constitute an essential term of the Contract and that any breach of this
representation and warranty shall entitle UNHCR to terminate the Contract immediately upon notice to the Contractor,
without any liability for termination charges or any other liability of any kind.
26. MINES: The Contractor warrants and represents that neither it, its parent entities (if any), nor any of the Contractor’s
subsidiaries or affiliated entities (if any), is engaged in the sale or manufacture of anti-personnel mines or components
REV.: JANUARY 2010
PAGE 10
utilized in the manufacture of anti-personnel mines. The Contractor acknowledges and agrees that the provisions hereof
constitute an essential term of the Contract and that any breach of this representation and warranty shall entitle UNHCR
to terminate the Contract immediately upon notice to the Contractor, without any liability for termination charges or any
other liability of any kind.
27. SEXUAL EXPLOITATION:
27.1 The Contractor shall take all appropriate measures to prevent sexual exploitation or abuse of anyone by its
employees or any other persons engaged and controlled by the Contractor to perform any services under the
Contract. For these purposes, sexual activity with any person less than eighteen years of age, regardless of any
laws relating to consent, shall constitute the sexual exploitation and abuse of such person. In addition, the
Contractor shall refrain from, and shall take all reasonable and appropriate measures to prohibit its employees
or other persons engaged and controlled by it from exchanging any money, goods, services, or other things of
value, for sexual favors or activities, or from engaging any sexual activities that are exploitive or degrading to
any person. The Contractor acknowledges and agrees that the provisions hereof constitute an essential term of
the Contract and that any breach of these provisions shall entitle UNHCR to terminate the Contract
immediately upon notice to the Contractor, without any liability for termination charges or any other liability
of any kind.
27.2 UNHCR shall not apply the foregoing standard relating to age in any case in which the Contractor’s personnel
or any other person who may be engaged by the Contractor to perform any services under the Contract is
married to the person less than the age of eighteen years with whom sexual activity has occurred and in which
such marriage is recognized as valid under the laws of the country of citizenship of such Contractor’s
personnel or such other person who may be engaged by the Contractor to perform any services under the
Contract.
28. EXPLOITATION AND ABUSE OF REFUGEES AND OTHER PERSONS OF CONCERN TO UNHCR: The
Contractor warrants that it has instructed its personnel to refrain from any conduct that would adversely reflect on
UNHCR and/or the United Nations and from any activity which is incompatible with the aims and objectives of the
United Nations or the mandate of UNHCR to ensure the protection of refugees and other persons of concern to UNHCR.
The Contractor hereby undertakes all possible measures to prevent its personnel from exploiting and abusing refugees
and other persons of concern to UNHCR. The failure of the Contractor to investigate allegations of exploitation and
abuse against its personnel or related to its activities or to take corrective action when exploitation or abuse has occurred,
shall entitle UNHCR to terminate the Contract immediately upon notice to the Contractor, at no cost to UNHCR.
29. PAYMENT INSTRUCTIONS: UNHCR shall, on the fulfillment of the delivery terms, unless otherwise provided in
the Contract or purchase order, make payment by bank transfer within thirty days of receipt of the Contractor’s invoice
for the goods and copies of any other documentation specified in the Contract. Payment against the invoice referred to
above will reflect any discount shown under the payment terms agreed among the parties, provided payment is made
within the period required by such payment terms. The prices shown in the Contract or the purchase order may not be
increased except by express written agreement of UNHCR. Documents are to be sent to the address indicated in the
Contract or purchase order.
– oOOo –
REV.: JANUARY 2010
PAGE 11

Request for Proposal for Managed Services for ICT

Transcription

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