REQUEST FOR PROPOSAL FOR IT SERVICES

Transcription

1 REQUEST FOR PROPOSAL FOR IT SERVICES 1. Request for Proposal (RFP) EIT RawMaterials invites you to respond to this Request for Proposal (RFP). The focus of the RFP is to select a single organization to provide IT support to EIT RawMaterials over a twoyear period, beginning in April/May Following the initial term, there is a possibility to renew this contract for multiple two-year terms. 2. Introduction to EIT RawMaterials EIT RawMaterials, with headquarters in Berlin, Germany, is the largest and strongest consortium in the raw materials sector worldwide. Its vision is to develop raw materials into a major strength for Europe. EIT RawMaterials aims to significantly enhance innovation in the raw materials sector by sharing knowledge, facilitating matchmaking activities, developing innovative technologies and supporting business creation. EIT RawMaterials will generate a significant impact on European competitiveness and employment by driving and fostering innovation and empowering students, entrepreneurs and education partners driving towards the circular economy. This will result in the introduction of innovative and sustainable products, processes and services, as well as talented people that will deliver increased economic, environmental and social sustainability to the European society. Our team of ±70 people is located all across Europe, in headquarters (HQ), and in the six regional Innovation Hubs in Belgium, Finland, France, Italy, Poland and Sweden, called Co- Location Centres (CLCs) that represent different regional ecosystems connecting industry, research and education. A few staff members are working from other locations. 1

2 3. Overview of Current EIT RawMaterials Technical Environment Currently technical support and guidance is provided by an external Berlin company. There is currently no internal staff dedicated to IT support. The total number of users is ±70 (1/3 located in Berlin, 2/3 located all over Europe). Equal IT support in English (other languages are a plus) is needed for all users located in Berlin, as well as all over Europe. Server situation: o Groupware Kerio Connect o Filesharing and -sync is currently done via Dropbox Business with an account per user o Windows 2019 Domain controller, Fileserver and Datev-SQL Server (not yet online) Location of those servers: o Kerio Connect at SysEleven computer center in Berlin o W2019 Server at in Berlin system: o Kerio Connect Backup process: o Kerio Connect server: Daily back up via SysEleven o DC and file server: Acronis-Online backup subscription Hardware and software situation: Across all CLCs and HQ: o Mainly MacBook Air; MacBook Pro - different generations, macos x and macos x o Mobile phones (iphone) Only at HQ: o Windows-based notebooks (<10) o Stationary phones and computer-based telephone system (Starface) o Videoconference System (Polycom Real Presence Group p / Eagle Eye IV 12xKamera) o Wifi-enabled multi-functional printer o Accounting software DATEV 2

3 Are there any ad hoc solutions that have been implemented that a vendor should be aware of? o Microsoft Azure based services Optional staff training on IT related topics (e.g. IT security) 4. Value Added Service Requirements As part of this RFP, the following services are the current priority items for EIT RawMaterials: Remote backup: Executing a nightly backup plan for the critical servers, including a regularly-tested recovery process. Network and system monitoring: 24/7 monitoring of EIT RawMaterials network and services with proactive communication and escalation protocols based on the severity of any unscheduled outages. Videoconference system: Technical support and system integration. Warranty, break fixes and installation: Planned and on-call services, including emergency response. Technical support: Via help desk: On-site in Berlin and for remote users. Configuration: Full assembly of hardware and software, including testing and burn-in. PC deployment: Delivery and setup of machines Software licensing control and maintenance: Oversight of automatic renewal of software applications and maintenance. iphone, stationary phone and computer-based telephone system: Set up and maintenance Synchronisation of system, calendar, etc. Support/help desk function: o We need support/helpdesk service for all staff available by , telephone regardless of location, and on-site support in Berlin o Support in English language is a must, other languages are a plus o Monthly report of the executed tasks, e.g. based on a ticket system o In a response to the proposal, please indicate the maximum response time you guarantee for different severity cases (e.g. low, medium, high and emergency) A Service-Level-Agreement will be defined when concluding the contract 3

4 5. Selection Criteria EIT RawMaterials will use multiple criteria to select the most appropriate partner. The following list summarizes the major qualitative areas that will be evaluated, along with their overall weighting. Commercial and Service expertise and experience Demonstrated customer service quality and support Previous relevant experience Vendor strength and stability Account management Financial considerations/stability 6. Response Contents and Format Please complete all sections of the RFP. If additional material is required for one or more questions, please label attachments clearly and reference them in your response. Your response to this RFP will serve as the basis for the consideration of your potential as a partner. 7. Information Requirements For the purposes of understanding more about your company and your ability to successfully fulfill this important EIT RawMaterials requirement, please provide the information below as part of your response, clearly referencing each specific question. a. Corporate Information i. Give a brief overview of your organization s involvement in providing IT value added services in the marketplace. ii. How long has the organization been in this business and what is your current market share? iii. Provide your organization s annual sales volumes iv. In what cities do you maintain offices? v. Indicate the number of employees in your organization. How many of those are dedicated to account management and/or technical support? vi. How many are full-time vs. contract? vii. What differentiates your organization from your competitors in the marketplace and how will this be relevant to us? viii. Will you subcontract any components of the proposed solution to third party organizations? If so, please describe the components to be subcontracted and provide details of any agreement in place with the subcontracted firm/individuals as well as a summary of past work that you have successfully completed together. 4

5 ix. Please provide details of three current customer accounts that are similar in scope and requirements to those of EIT RawMaterials. b. Proposed Approach and Solution 1. Please provide a proposed work plan for a migration to your organization as an EIT RawMaterials preferred vendor. Specifically, provide the following information: i. Key activities ii. Timing iii. Information/resource requirements from EIT RawMaterials iv. Deliverables v. Key milestones, checkpoints, and other decision points 2. If we elect to move forward with your organization, what EIT RawMaterials resources would you require (e.g., information, data, staff resources, communication) during the course of migration and on an ongoing basis? 3. Please identify the team that will be assigned to the account and describe how you plan to interact with us and any third- party providers that may provide services to EIT RawMaterials. 4. Please describe your experience in providing the following valueadded services: a. Remote backup b. Network and system monitoring c. Videoconference system d. Warranty, break fixes and installation e. Technical support, including remote user support f. Configuration g. PC deployment h. Software licensing control i. iphone, stationary phone and computer-based telephone system 5. Please describe your experience in providing server technology and service for your customers, focusing on planning, implementation, and ongoing support. 5

6 c. Support 1. Describe fully your technical support options including the assistance request process, escalation process, support hours, response times, staffing levels, staff expertise, and physical location of the help desk. 2. Please provide details on your standard reporting capabilities. 3. Describe any documentation and support (e.g., user manuals, online help, interactive demos, web-based seminars, and online knowledge base) that will be available, both from the technical perspective and the end user perspective. 4. What options are available for user training and technical training that may be required by our staff? 5. How do you monitor customer satisfaction and quality assurance on an ongoing basis and how might we benefit from this process? 6. The EIT RawMaterials user base varies considerably in its level of technical sophistication. Please describe your experience in successfully supporting users that may be remote and possess limited technical skills. d. Financials 1. Describe the pricing model(s) that you typically employ for your standard services. 2. Do you offer service bundles? If so, describe the effect of this bundling on pricing. 8. Communications and Response Katja Bochnig is the designated EIT RawMaterials representative for this initiative. For any information related to this RFP, please direct all inquiries to her contact information as follows: Katja Bochnig +49 (0) Response Delivery Instructions Please submit an electronic copy of your proposal to the address indicated in the Communications and Response section above. All responses must be received on or before close of business (3:00 pm CET) on the proposals due date indicated in the key dates table below. 6

7 10. Vendor Presentations Our intention is to hold presentations/demonstrations with one or more companies. The presentations will be held at EIT RawMaterials at, Berlin. Invitations for individual presentations will be sent out at least five days prior to the presentation date. 11. Key Dates February 8, 2019 March 15, 2019 End of March 2019 April/May 2019 RFP available and advertised Proposals due Award by EIT RawMaterials Commencement of work (subject to negotiations) 12. No Obligation The submission of a proposal shall not in any manner oblige EIT RawMaterials to enter into a contract or to be responsible for the costs incurred by your organization in responding to this request. 13. Agreement of Non-Disclosure This document is considered to be proprietary and shall not be disclosed to any other party. It is designed, developed and submitted to potential partners of EIT RawMaterials solely for the benefit of EIT RawMaterials. 14. No Guarantee EIT RawMaterials makes no guarantee of future volumes and offers volume information for directional purposes only, to assist vendors with proposal preparation. 7