CRM and Grants and Applications RFT - Home | Australia … · Web viewStandard service term or...

Part E: Applicant Information

Applicant NameTo be Completed and Returned as part of RFT

October 2017

Version 25/10/17

Australia Council for the Arts 2017 RFT – Applicant Information: Part E

October, 2017

CONTENTS

1 INTRODUCTION.....................................................................................................................................................4

1.1 Overview............................................................................................................................................4

1.2 Form of Responses.............................................................................................................................4

1.3 Required Compliance and Pricing Schedules......................................................................................4

2 APPLICANT DETAILS..............................................................................................................................................5

2.1 Declaration of compliance.................................................................................................................5

2.2 Conflict of Interest.............................................................................................................................5

2.3 Applicant Information........................................................................................................................5

2.4 Contractual Compliance.....................................................................................................................6

3 GENERAL INFORMATION REQUIREMENTS............................................................................................................7

3.1 Software as a Service Details..............................................................................................................7

3.2 References and Federal Government Experience..............................................................................8

3.3 Certifications and Compliance...........................................................................................................8

3.4 CRM Core Function Integration..........................................................................................................9

3.5 Financial and Litigation Details...........................................................................................................9

3.6 Insurance Details................................................................................................................................9

4 PART B SYSTEM REQUIREMENTS........................................................................................................................11

4.1 Introduction.....................................................................................................................................11

4.2 Media Monitoring and Social Feeds.................................................................................................11

4.3 Payment Gateway Details................................................................................................................11

4.4 User Types.......................................................................................................................................11

4.5 Security Design.................................................................................................................................11

4.6 Integration Standards......................................................................................................................11

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4.7 Service Desk Integration..................................................................................................................11

4.8 Technical Standards.........................................................................................................................11

4.9 Implementation Plan........................................................................................................................12

4.10 Risk Assessment...............................................................................................................................13

5 PART C INFORMATION REQUIREMENTS.............................................................................................................14

5.1 Introduction.....................................................................................................................................14

5.2 ITSM Standards and Best Practices..................................................................................................14

5.3 Service Agreement...........................................................................................................................14

5.4 Service Terms...................................................................................................................................14

5.5 Service Catalogue.............................................................................................................................15

5.6 ITSM Arrangements.........................................................................................................................15

5.7 Release and Change Processes and Timing......................................................................................15

5.8 Sample Bill, Reports and Online Admin Portal.................................................................................15

5.9 Additional Service Requirements.....................................................................................................16

5.10 Service Level Agreements................................................................................................................18

5.11 System Administrator Access...........................................................................................................18

5.12 Data Back Up and Recovery.............................................................................................................18

5.13 Data Archiving, Retention and Records Management.....................................................................18

5.14 Change Management Levels............................................................................................................18

5.15 Continuous Service Improvement....................................................................................................19

6 PRICING...............................................................................................................................................................20

6.1 Pricing Worksheet Details................................................................................................................20

6.2 SaaS Pricing Assumptions.................................................................................................................20

6.3 Implementation Pricing Assumptions..............................................................................................21

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1 INTRODUCTION

1.1 OVERVIEW Please use this document to provide the additional applicant information as requested.

1.2 FORM OF RESPONSES

Please complete all sections of this document and completed Workbooks 1 – 4 listed below.

Example files can be referenced and attached in a zip file as required. Please include your vendor name in all file names.

1.3 REQUIRED COMPLIANCE AND PRICING SCHEDULES

In addition to the completion of this document, Part E, please ensure the following workbooks are completed as part of your response:

Workbook 1: Response to Part B Detailed Systems Requirements

Workbook 2: Response to Part C IT Service Management Requirements

Workbook 3: Pricing (please see Pricing section below for completion details)

Workbook 4: Service Level Requirements for Part C schedules

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2 APPLICANT DETAILS

2.1 DECLARATION OF COMPLIANCE

Our response fully complies with the Request for Tender and we agree to all draft contract conditions.

2.2 CONFLICT OF INTEREST

You must declare any actual or perceived conflict of interest that is likely to arise if your submission is the successful tender and how this conflict is proposed to be managed. This may include for example, where your organisation is also a product vendor or provider of technology solutions.

Where, in the opinion of the Australia Council, the conflict of interest is one that compromises the integrity of the tender process and likely to be unable to be satisfactorily managed, the Australia Council reserves the right to treat your submission as unsuccessful.

2.3 APPLICANT INFORMATION

Please record applicant details below

Full name of Applicant:

Trading or business name: Tenderer’s Contact: Name: Address:

Email:

Mobile:

Registered office

The principal place of business:

Australian Company Number and Australian Business Number:

Place and date of incorporation:

Management Structure

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2.4 CONTRACTUAL COMPLIANCE

Please detail any clauses in Part D, Contract Conditions where the applicant is non-compliant

Section Non Compliance

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3 GENERAL INFORMATION REQUIREMENTS

3.1 SOFTWARE AS A SERVICE DETAILS

Please provide the details of your proposed service, noting only Salesforce or Microsoft Dynamics 365 are being considered for CRM functionality due to need for IRAP compliance. Add on apps should be included in additional columns as needed.

Solution & Applicant Details Details (for each separately sourced component or add in)

Details (for each separately sourced component or add in)

Software name

Software source

Hosting Basis (Public Cloud, Hosted application)

Hosting Platform

Security Compliance

Federal Government clients of SaaS solution

Estimated number of installations – Australia

Locations of AC data

Location of software development

Applicant relation with software developer (e.g. installation partner)

Number of installations for which the partner is responsible

Latest software release date

Software version

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Release cycles

3.2 REFERENCES AND FEDERAL GOVERNMENT EXPERIENCE

Vendors need to supply two references for their proposed services. Where multiple vendors are partnered in a bid two references must be supplied for each partner. Federal Government best practice requires outsourced vendors are already working with like clients. Two references for cloud deployment of Federal Government CRM or equivalent production systems must be provided.

Vendor Name(s) Vendor Name(s) Vendor Name(s) Vendor Name(s)

Reference name

Reference Service Description

Service Duration / Start End

Current Status

Reference Contact Name

Reference Contact Email and Phone

3.3 CERTIFICATIONS AND COMPLIANCE

Vendors are required to be certified to a number of relevant ISO and related security and service provider standards. Vendors must provide certification details against each of the required standards, and any addition relevant qualifications.

Vendor to also detail their security policies, framework and principles for complying with best practice guidelines such as APRA CPG 234 including and relevant audit reports.

Vendors are to outline their compliance program for continually monitoring control systems in accordance with the above standards. Copies of audit reports where published should be attached.

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Standard Certification Details

Please attach copies of relevant certificates and compliance reports.

3.4 CRM CORE FUNCTION INTEGRATION

Applicants should provide details of the overall infrastructure solution that is proposed, reflecting the Council overall CRM centred and Office 365 / Azure architecture.

Please insert or attach solution architecture based on either Salesforce or Microsoft Dynamics 365.

3.5 FINANCIAL AND LITIGATION DETAILS

The applicant must provide their last two years audited financials and corporate structure to support Council’s due diligence process.

All vendors should detail any litigation or claims concerning their products or services in the last two years.

3.6 INSURANCE DETAILS

Vendors should supply details of current insurance policies for workers compensation, public, product and professional liabilities including policy details and coverage.

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Insurance Policy Cover Policy Details

Works Compensation

Public Liability

Product Liability

Professional Indemnity

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4 PART B SYSTEM REQUIREMENTS

4.1 INTRODUCTION

Please complete Workbook 1: Response to Part B Detailed Systems Requirements to record compliance with stated requirements. (Excel Spreadsheet)

4.2 MEDIA MONITORING AND SOCIAL FEEDS Please detail social and media monitoring capabilities of your solution in Part E

4.3 PAYMENT GATEWAY DETAILS

Please list supported payment gateways as requested in Part B, Section 4.9 Payment Gateways.

4.4 USER TYPES

Please provide details of license or subscription types to support the core CRM module users versus the Business / Management users defined in Part B, Section 7.1 User Numbers.

4.5 SECURITY DESIGN

Please provide details of identification, authentication and access management functions provided to secure the service Part B, Section 7.6 Technical Requirements.

4.6 INTEGRATION STANDARDS

Please provide details of integration services and standards used to support integration with SaaS Financial applications and other systems in accordance with Part B, Section 7.6 Technical Requirements

4.7 SERVICE DESK INTEGRATION

Please details of Service Desk and status and service availability feeds and integration options with Australia Council’s Primary Service Desk in accordance with Part B, Section 7.6 Technical Requirements.

4.8 TECHNICAL STANDARDS

Vendors should indicate proposed changes to Council’s existing technical standards as set out in Part B Section 7.7 Technical Standards and referenced in the table below:

Technical Component Current Standard Planned / Allowable Standard

Development Environment .Net 4.5, Java, Eclipse, Visual Studio 2012

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Technical Component Current Standard Planned / Allowable Standard

Integration Services Web services

Server Platform Win Server 2008 r2, Win Server 2016 to be implemented for Cloud system

Database Server SQL Server 2008 r2, SQL Server 2016 for cloud systems

Security AD 2008 Azure AD

Virus Scanning McAfee

Real time monitoring SCOM and SCCM SCCM and InTune

Communications / Telephony Lync 2013

Digital Rights Mgt Microsoft DRM

Virtualisation VM Ware Hyper-V is expected

Virtual Desktop None

Email Exchange 2010 Office 365

Desktop Windows 7 Windows 10 Enterprise Edition

Virtual Desktop Citrix None

Desktop client Standard PC has i5 4gb of RAM and 500 gb disk

Desktop refresh under way

Internet IE 11 Planning underway for IE 11 / Edge

Office Office 2010 Office 365 / 2016

Exchange archive Exchange Office 365

Intranet / Search SharePoint 2010 Office 365 / SharePoint Online

Backup Commvault Azure Back Up

VPN Junos Vendor to detail preferred solution

Phones Lync compatible Polycom CX600

Mobile Phone iPhone

Wi-FI Maraki

Given the CRM system may be live before the desktop refresh and Cloud IaaS migration is complete, and the current not the planned environment may still be in place please provide details where the current environment may impose a constraint to the proposed solution, noting in particular the Java and Citrix environments.

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4.9 IMPLEMENTATION PLAN

Please provide implementation Plan as requested in Part B, Section 8 IMPLEMENTATION APPROACH and Part C Schedule 9 Service Transition Plan. This should include

a Risk Management Plan proposed implementation team and their availability to meet Council target dates. details on the implementation team including relevant qualifications and experience Specifically address tasks identified in Part C Schedule 9 to ensure full readiness criteria are met prior to

go live with any new or changed service.

4.10 RISK ASSESSMENT

Please provide a Risk Management Plan as requested in Part B, Section 8 IMPLEMENTATION APPROACH.

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5 PART C INFORMATION REQUIREMENTS

5.1 INTRODUCTION

Please complete Workbook 2: Response to Part C ITSM Requirements to record compliance with stated requirements.

5.2 ITSM STANDARDS AND BEST PRACTICES

Please detail ITSM systems and processes in accordance with Part C 1.1 OVERALL REQUIREMENTS.

Where service responsibilities are split between the applicant as a partner or agent of a SaaS service these details need to be provided for both and a RACI or table detailing the split of responsibilities of each party.

5.3 SERVICE AGREEMENT

Applicants should provide their Service Agreement in accordance with Part C. 1.4 FORM OF CLOUD SERVICES AGREEMENT and 1.6 SPECIFIED ITSM CLOUD SERVICES, Service Guideline 5.7 Establish a cloud service agreement

Where parts of the solution are provided by separate service providers or vendors, such as specific add ins, service terms and agreements should be provided for each separate product or service.

5.4 SERVICE TERMS

Applicants should detail their Service Terms in accordance with Part C. 1.5 AVAILABLE SERVICE TERMS

The Applicant must detail the SaaS service terms including

a) Standard service term type for example “Subscription Service”

b) Charge types including per various user licenses or access, and any separate data storage or transfer (data in or out) charges, processing changes, or service requests (as per the service catalogue required in Section 1.7 below)

c) Standard service term or subscription period for example “Monthly” or “Annual”

d) Minimum service term, normal service term, extended service term where applicable

e) Discounts if any for extended terms such as three and five year contracts

f) Scale up or scale down service fees or costs

g) All and any exit or termination fees

h) Standard service hours for Council and 24 x7 support for applicants in defined lodgment periods

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i) Extended service options (see below)

Applicants should outline all details of theses service terms and all applicable charges in Part E – Applicant Information, Service Terms and Charges.

Please note the service terms below define business hours as being from 7AM to 7 PM five days a week and also request 24 x 7 support of applicants during defined application lodgement periods, and a VIP service request service (elevating response times) for up to 5 nominated users. Applicants should indicate in their response:

Their standard service hours

Cost if any of the direct applicant support using the application portal

Any cost where this is less than the Council defined hours of the extended service

Whether a VIP service is provided and if so the additional cost (if any)

5.5 SERVICE CATALOGUE

Applicants should provide their Service Catalogue in accordance with Part C. 1.6 SPECIFIED ITSM CLOUD SERVICES, Service Guideline 5.3 Provide a catalogue of cloud services

This catalogue should align with ISO 20000-1, 6.1 and ISO 20000-9, Scenario 3 Service Catalogue details

5.6 ITSM ARRANGEMENTS

Please detail ITSM ISO 20000 compliance or assurances of ITILv3 (2011) best practices, including Service Management tools and service management arrangements where the Applicant is a partner of agent for a SaaS service.

Please confirm agreement to cooperate with other vendors including overall infrastructure support partner and CRM partner. Where a RACI is available that covers ITSM and system integration responsibilities, a copy should be included as part of the Service Agreement above. A RACI will need to be agreed as part of the Statement of Work to ensure responsibilities between vendors for support and integration are clear.

5.7 RELEASE AND CHANGE PROCESSES AND TIMING

Please detail upgrade plans and options in accordance with Part C. 1.6 SPECIFIED ITSM CLOUD SERVICES, Service Guideline 5.12 Check and improve the SMS and cloud services

5.8 SAMPLE BILL, REPORTS AND ONLINE ADMIN PORTAL

Applicants should provide sample bills and monthly reports in accordance with Part C. 1.6 SPECIFIED ITSM CLOUD SERVICES, Service Guideline 5.10 Monitor and report cloud services.

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This should include details of web monitoring and reporting portal available to Council across all relevant services.

5.9 ADDITIONAL SERVICE REQUIREMENTS Applicants should provide response to each item set out in Part C Section 1.7 Additional Service Requirements.

Policy / Contractual Requirement

Required Details Application Response

DR and BCP (aka IT Service Continuity Management)

Applicant to detail service guarantees including RTO / RPO levels

Australia Council requirement is for 2 hours / 2 hours

Security management

Applicant to confirm compliance with IRAP or ISO 27000 series.

Risk Management framework

Applicant to provide details of their Risk Management Framework and how it is used. The risk management framework should be used to proactively monitor and manage potential issues before they materialise. This framework should be updated at least six monthly to reflect changing risks and issues.

Council data protection

Applicant to confirm location of Council data, redundancy and backup, form of encryption (if any) and data protection policies, including specific compliance with relevant IT security standards in accordance with Federal Government cloud policies.

Vendor cooperation Applicant to confirm co-operation with Council’s main IT Cloud Service Partner for IT

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Service Management, including incident and problem management, and change management.

Where a RACI is available that covers ITSM and system integration responsibilities, a copy should be included as part of the Service Agreement above. A RACI will need to be agreed as part of the Statement of Work to ensure responsibilities between vendors for support and integration are clear.

In terms of Service Desk functions, ideally an integrated interface will be provided to the Australia Council primary service desk, with updates to seamlessly flow from the SaaS service desk Applicants are requested to provide Service Desk integration and data feed options in Part E under Section 4.6 Service Desk Integration

Annual reviews Applicant to confirm process for annual review of service, including presentation to Council management of service performance and planned or suggested service improvements

Transition Out Applicant to confirm agreement with Disengagement Plan contract terms.

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Australia Council access to its data during the service period and transition Out period must be agreed as part of contract terms.

5.10 SERVICE LEVEL AGREEMENTS

Please complete Workbook 4 Service Level Requirements to respond to service level requirements in Schedules 1 to 10 of Part C.

5.11 SYSTEM ADMINISTRATOR ACCESS

Please detail System Administration Access procedures to Australia Council data in accordance with Part C Schedule 1DATA PROTECTION, BACK UP, RETENTION AND RECORD KEEPING, Section B System Administration Access

This description will form part of the final contract schedule once agreed

5.12 DATA BACK UP AND RECOVERY

In accordance with Part C Schedule 1DATA PROTECTION, BACK UP, RETENTION AND RECORD KEEPING please detail how data backup is performed, including granularity, and expected response times, noting all backups regardless of technology must be:

Encrypted On a separate or removable media to primary or secondary data sets


5.13 DATA ARCHIVING, RETENTION AND RECORDS MANAGEMENT

In accordance with Part C Schedule 1 DATA PROTECTION, BACK UP, RETENTION AND RECORD KEEPING please detail how data is archived and retained.

Please also indicate compliance with ISO 16175 (part 3).


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5.14 CHANGE MANAGEMENT LEVELS

In accord with Part C Schedule 6, Change and Release Management, please detail the types of changes that are performed:

Without Australia Council notification or approval With reasonable notification but without approval With advanced notification with an option for Council to defer or “opt out” Which Council requires that would entail approval by the Applicant

Any items in the service catalogue that require change approval to implement should also be indicated

5.15 CONTINUOUS SERVICE IMPROVEMENT

In accord with Part C Schedule 8B, Continuous Service Improvement and Reporting, please detail

The Contractor should indicate in Part E the operation of any user forums or communities and their role in determining future enhancements.

The options for Council to request system enhancements, how these are costed and implemented in the solution, and the impacts of such changes on future upgrades and support costs.

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6 PRICING

6.1 PRICING WORKSHEET DETAILS

The attached Workbook 3 Pricing includes four worksheets covering:

Schedule of Service charges: Please add items for all SaaS charges including user, data, backup and ITSM, support and other ongoing charges. Charges can be entered as monthly or annual charges but the extended total must be for 12 months. The worksheet also allows for annual paid in advance, 3 year and 5 year term discounts to be indicated. The worksheet also provides an option to “pre-purchase” support hours as potentially a more cost-effective option to fixed support costs. Please complete if this is an option.

Implementation and Transition In Costs: Please add items to cover implementation services, transition in charges, integration development, and any customisation costs

Changes and Transition Out Costs: Please add charges for changes including adding service catalogue items, and any fixed or variable transition out costs

Schedule of Professional Rates: Please detail schedule of rates charges by resource type for ongoing project or change request work

6.2 SAAS PRICING ASSUMPTIONS

Please indicate any relevant pricing assumptions that Council needs to consider in reviewing your pricing

Assumption Pricing Implication

Please add as required

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6.3 IMPLEMENTATION PRICING ASSUMPTIONS

Please indicate any relevant implementation pricing assumptions that Council needs to consider in reviewing your pricing, including any integration assumptions:

Assumption Pricing Implication

Please add as required

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