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4.3.3 4.3.3 Document Transcript

  • Version 1.0 25.07.06 ANNEX 2: QUESTIONNAIRE TAXUD/2006/AO-007 – ITSM Name of the tenderer : …………………………………………………………… 1/47
  • Version 1.0 25.07.06 Please give brief replies and/or references. TENDER FORM Single legal person or company In case a single legal person or company submits a tender alone, it has to fill in sections 1 to 6 Joint offers In case the offer is a joint offer submitted by a group of tenderers , specifiy below: • Company acting as main point of contact for the group of tenderers: ……….………………… NB: This company has to fill in all sections of the questionnaire: – Sections 1 to 3 on its own behalf – Sections 4 to 6 on behalf of the group of tenderers • Other companies taking part in the joint tender: …….….………………… NB: These companies have to fill in Sections 1 to 3 of the questionnaire • Does a consortium or a similar entity already exist? □ YES. Please make sure that the offer contains further information to this effect. Reference: ………………………….. □ NO. Please note that, in case of award, the Commission may require the formal constitution of a consortium 2/47
  • Version 1.0 25.07.06 Subcontracting Tick one of the boxes below as appropriate: □ The offer foresees no subcontracting of activities. □ The offer foresees subcontracting of activities. If applicable: List of subcontractors …….….………………… …….….………………… …….….………………… Subcontractors have to fill in Sections 1 and 2 of the questionnaire. • Please make sure that the offer contains a document clearly stating the roles, activities and responsibilities of the subcontractor(s), including the estimated value of the subcontracting, as well as the reasons why subcontracting is foreseen. Reference: ………………………….. The subcontractor(s) must submit a letter of intent to collaborate as subcontractor(s) for the call for tenders TAXUD/2006/AO-007 – ITSM 3/47 View slide
  • Version 1.0 25.07.06 1. QUESTIONS RELATING TO THE IDENTIFICATION OF THE TENDERER 1.1. Name of tenderer 1.2. In case of joint offer or subcontracting; please specify company name. Acting as: □ main point of contact for the group of tenderers □ member of group □ subcontractor 1.3. Legal form of company 1.4. Date of registration 1.5. Country of registration 1.6. Registration number 1.7. VAT number 1.8. Registered address of company 1.9. Usual administrative address of company 1.10. Person(s) authorised to sign contracts (together or alone) on behalf of the company: [Surname, forename, title (e.g. Dr., Mr., Mrs), function (e.g. Manager…)] 1.11. Contact person for this call for tenders: [Surname, forename, title (e.g. Dr., Mr., Mrs…), function (e.g. Manager…) Telephone number, fax number, address] 4/47 View slide
  • Version 1.0 25.07.06 1.12. Financial identification and legal entities forms: please complete the financial identification form and the legal entities form to be downloaded from the following website address: http://ec.europa.eu/budget/execution/ftiers_en.htm http://ec.europa.eu/budget/execution/legal_entities_en.htm 5/47
  • Version 1.0 25.07.06 2. EXCLUSION OF THE TENDERER Have you enclosed all the elements requested in the table below? Complete accordingly the “Yes/No” and reference boxes in regard to each requested entry. You must enclose: • relevant extracts from judicial records Yes/No Reference: showing that you are not bankrupt or being wound up, or equivalent documentation; • a relevant extract from a judicial record to Yes/No Reference: confirm that you are not convicted of an offence concerning your professional conduct, or equivalent documentation; • an affidavit confirming that you are not Yes/No Reference: guilty of professional misconduct; • recent certificates from the social security Yes/No Reference: and tax authorities to the effect that you have fulfilled your obligations relating to the payment of social security contributions and taxes; • If not, a sworn or solemn statement before Yes/No Reference: an appropriate authority to that effect; • Have you enclosed a relevant extract from Yes/No Reference: a judicial record to confirm that you are not subject to a judgment on fraud, corruption etc… • If not, equivalent documentation; Yes/No Reference: • an affidavit confirming that you have not Yes/No Reference: been declared in serious breach of contract following a procurement procedure or grant award financed by the Community budget; • an affidavit confirming that you are not in a Yes/No Reference: situation of conflict of interest; • Are you, or one or several members of your Yes/No consortium or one or several of your subcontractors, already providing IT services to the Commission DG TAXUD under current contracts? • If yes, the steps that you intend to take to Yes/No Reference: guarantee the absence of conflict of interest with these other contracted activities in the case that you might be awarded the contract; • an affidavit confirming that you have Yes/No Reference: supplied information required by the authorising department in good faith and without misrepresentation. 6/47
  • Version 1.0 25.07.06 3. SELECTION OF THE TENDERER / ECONOMIC AND FINANCIAL CAPACITY Have you enclosed all the elements requested in the table below? Complete accordingly the “Yes/No” and reference boxes in regard to each requested entry. You must enclose: • Evidence of a professional risk indemnity Yes/No Reference: or third party/civil liability insurance • balance sheets and results for at least the Yes/No Reference: past two financial years • If not, equivalent documentation. Yes/No Reference: • a statement of the average overall turnover Yes/No Reference: and the average turnover concerning the goods and services to be covered by the contract during the financial years 2003, 2004 and 2005 which establish that they are at least respectively 1,5 times greater than, or equivalent to, your financial offer. • Do you intend to rely on the capacities of Yes/No other entities (e.g. your parent company)? • If yes, a declaration from this parent Yes/No Reference: company stating that it will fully support your tender during the execution of the contract. 7/47
  • Version 1.0 25.07.06 4. SELECTION OF THE TENDERER / TECHNICAL AND PROFESSIONAL CAPACITY 4.1. Vision, strategy and service culture Have you provided a description of your Yes/No Reference: vision, strategy & service culture with regard to the type of services falling within the scope of the contract? The description should at least contain specific information about: - Strategy for the service portfolio, especially for outsourcing services; - Technology vision and strategy; - Strategy for the public sector. 4.2. Service catalogue Have you provided the service catalogue that Yes/No Reference: you offer currently to the market with regard to the deliveries and services to be covered by the contract? 4.3. References in relation to similar projects/contracts 4.3.1. Client References • Have you provided a list of services that Yes/No Reference: you provided in 2003, 2004 and 2005 with the delivered service catalogue, related volumetrics, pricing model (Fixed Priced, costs plus, benchmarking, performance adjusted), financial amounts, date & duration, recipients, whether public or private, of the services provided: o where provided to contracting authorities, evidence to be in the form of certificates issued or countersigned by the competent authority; o where provided to private purchasers, delivery to be certified by the purchaser; or failing this, simply declared by the service provider to have been effected. • Provide at least three, but no more than five, client reference contacts of customers that are making use of services similar to the service requirements of this call for tender. These references should be for different customers not belonging to the European Commission and for services performed at the premises of the tenderer. Only provide client references 8/47
  • Version 1.0 25.07.06 that can be consulted by the Commission. Company Surname, forename, title (e.g. Reference to Dr., Mr., Mrs…), function (e.g. services Manager…) Telephone number, reference form fax number, address, e-mail. provided under section 4.3.3 1. 2. 3. 4. 5. 4.3.2. Services Contracts sizes Indicate how many services contracts in the area of the required services you have supplied in 2005, where the consumption of your own resources was: Number of service contracts served 1. 10 to 30 FTE (Full Time Equivalent): …………… 2. 30 to 50 FTE …………… 3. 50 to 100 FTE …………… 4. more than 100 FTE …………… 4.3.3. Service & project References Enclose Service & Project Reference Forms (SRF, PRF) using the attached template (see attachment 1 – Service Reference Form, attachment 2 – Project Reference Form). The use of these forms is mandatory Service Reference Form numbers: 1. For each of five recent service 1. SRF n° ………. to n° ………. contracts in the area of the required services, each done for a different customer (departments, divisions, directorates, etc. are regarded as the same customer). 2. For each of two projects of 2. PRF n° ………. to n° ………. implementation and deployment of ITSM tools, each done for a different customer (departments, divisions, directorates, etc. are regarded as the same customer). 9/47
  • Version 1.0 25.07.06 4.4. Tenderer organisation and manpower relevant for the provision of the required services 4.4.1. Description of your organisation • Have you provided a description, supported Yes/No Reference: by a structured chart, of your organisation? • Have you clearly identified in your Yes/No Reference: organisation the entity(ies) which is (are) responsible for provisioning the catalogue of services which cover the scope of the contract? • Have you provided the locations of your Yes/No Reference: organisation and indicated future plans? • In case of consortium and/or sub Yes/No Reference: contracting, have you clearly defined the respective responsibilities of each involved party, the relation between them, and the governance which will guarantee the integrity of the services provided? • Have you enumerated all functions in the Yes/No table below which are involved in provisioning the catalogue of services covering the scope of the contract, including the ones involved in quality control and quality assurance? Functions Reference to the enclosed function description Add as many as needed Have you enclosed a description of Yes/No each of these functions along with their reference in the table above? • Have you enumerated the main staff roles Yes/No in the table below which are involved in provisioning the catalogue of services covering the scope of the contract, including the ones involved in quality 10/47
  • Version 1.0 25.07.06 control and quality assurance? Roles Reference to the enclosed Roles description Add as many as needed up to a maximum of 20 Have you enclosed a description of each Yes/No of these roles along with their reference in the table above? 4.4.2. Manpower. Please note that in questions of this section only staff with a direct, individual, regular and unlimited working contract with the tenderer can be quoted as “permanent” staff. Staff with a personal contractual relation to a company of another nature or without a personal contractual relation to it (e.g. free-lancers, staff from affiliated companies or from subcontractors) should only be quoted as "non-permanent" staff. In case of a joint offer, the thresholds mentioned below will apply at the level of the consortium and not on an individual basis. In case of subcontracting, the staff of the subcontractor can be counted as "non permanent". • Indicate your average annual total manpower for the last three years (separating permanent and non-permanent staff) Total annual manpower 2003 2004 2005 Managerial Staff Permanent staff Non-permanent staff Total Managerial Staff Non-managerial Staff Permanent staff Non-permanent staff Total Non-managerial Staff • Indicate your average annual total manpower for the last three years for your organisational entity(ies) responsible for the provisioning of the catalogue of services required to cover the scope of the contract (separating permanent and non-permanent staff) Total annual manpower 2003 2004 2005 Managerial Staff 11/47
  • Version 1.0 25.07.06 Permanent staff Non-permanent staff Total Managerial Staff Non-managerial Staff Permanent staff Non-permanent staff Total Non-managerial Staff • Indicate the percentage of personnel turnover for the permanent staff working in the organisational entity(ies) responsible for the provisioning of the catalogue of services required to cover the scope of the contract for the last 3 years. Turnover of personnel working in your 1/1/2004 1/1/2005 1/1/2006 IT division in the field of Service compared compared compared to to to provision 1/1/2003 1/1/2004 1/1/2005 Percentage of turnover • Indicate in the following table the number of staff assigned in 2005 per function involved in the provisioning of the catalogue of services which cover the scope of the contract. Functions Total Same list as filled in table in reply to Total non- question regarding the Functions Permanent permanent Total • Indicate in the following table the number of staff assigned in 2005 per role involved in the provisioning of the catalogue of services which cover the scope of the contract. Roles Total Same list as filled in table in reply to Total non- question regarding the Roles Permanent permanent Total • Indicate in the following table the number of staff assigned in 2005 per role involved in the provisioning of the catalogue of services which cover the 12/47
  • Version 1.0 25.07.06 scope of the contract, which are ITIL, or equivalent (please specify) certified. Roles Total Same list as filled in table in reply to Total non- question regarding the Roles Permanent permanent Total 13/47
  • Version 1.0 25.07.06 4.5. Qualifications and experience of the managerial staff • Have you included the CVs (see attachment Yes/No 3 – CV form, the use of this form is mandatory) for the management staff that you commit to assign as responsible for the contract, service, project and quality management? Role CV reference (3 minimum, 5 maximum) Contract Management Service Management Project Management Quality Management • Do the CVs demonstrate that the proposed Yes/No persons have at least 8 years of experience in the area of expertise for which they are proposed? • Do the CVs for the Service manager role Yes/No demonstrate that the proposed persons are ITIL, or equivalent, certified? • Do the CVs for the Project & Quality Yes/No manager show that the proposed persons enjoy relevant certifications for their role? • Is the policy regarding certification of the Yes/No Reference staff explained? 4.6. Methods, processes and automated tools Have you provided all the elements requested in the table below? Complete accordingly the “Yes/No” and reference boxes in regard to each requested entry. The tenderer must provide: • A description of the methods and standards Yes/No Reference: that it relies on to offer the services in its catalogue; • A description of the processes that it relies Yes/No Reference: on to offer the services in its catalogue; • A description of his system for quality Yes/No Reference: management, quality assurance and continuous improvement; • A description of his system for risk & Yes/No Reference: security management; • A description of the automated tools that it Yes/No Reference: relies on to offer the services in its catalogue; • Supporting evidence of the alignment of Yes/No Reference: some or all of the processes and automated tools with ITIL or equivalent (please specify). This evidence may take the form of, but is not limited to, evaluation of 14/47
  • Version 1.0 25.07.06 compatibility with ITIL provided by independent parties, mapping between his processes/tools and ITIL. 4.7. Certificates & Measurement 4.7.1. Compliance with ISO standards or equivalent Have you provided certificates of compliance Yes/No for each of the relevant organisational entities that you propose to be involved in the delivery and service provision for this contract: ISO standard (or equivalent, to be specified) Yes/No Reference: ISO 9.001:2000 ISO 17.799:2005 ISO 20.000:2005 ISO 27.001:2005 Others (add as necessary) 4.7.2. Maturity level • Have you provided a recent and dated Yes/No Reference report of maturity scan/measurement of the processes of relevance for the deliverable and services provision for this contract? • If yes, have you provide the reference to Yes/No Reference the method used to measure this maturity level? 15/47
  • Version 1.0 25.07.06 5. TECHNICAL EVALUATION Note that the Commission will NOT consider during the technical evaluation, any part of the tender which would have been “Cut & Pasted” from the Terms of Reference or the Technical Annex or any other documents provided by the Commission to specify its requirements for this ITT. 5.1. Fitness of the proposed strategy to meet the required level of quality of services over the duration of the contract (40/100). 5.1.1. All services & deliverables other than takeover and CSIP Have you provided all the elements requested in the table below? Complete accordingly the “Yes/No” and reference boxes in regard to each requested entry. The tenderer must provide: • his understanding of the requirements Yes/No Reference: of the contract, including his understanding of the evolution of the demand in line with the expected growth of operation, in less than 15 pages & 6.000 words; • his strategy to meet the quality and Yes/No Reference: quantity of all (other than takeover and CSIP) the services required over the duration of the contract, with cross reference to the Work Packages and service catalogue provided in the Technical Annex; • his proposal to ensure no regression of Yes/No Reference: Quality of Service over the duration of the contract, supported by a risk analysis; • a demonstration of his ability to Yes/No Reference: deliver according to his proposed strategy; • a summary proposal for the Yes/No Reference: contractual OLA (maximum 10 pages & 4.000 words); • a summary proposal for the “hosted Yes/No Reference: infrastructure” OLA (maximum 10 pages & 4.000 words); The tender must provide a proposal of structure and content for each of the following deliverables (maximum 6 pages & 2.500 words for each deliverable): • DLV.0.1.1: Framework Quality Plan Yes/No Reference: 16/47
  • Version 1.0 25.07.06 (FQP); • DLV.8.2.1.2.1: Harmonised & Yes/No Reference: converged Service Catalogues & SLAs, per business thread and ITSM thread; • DLV.8.2.2.1.1: Capacity Plan for Yes/No Reference: Commission IT services; • DLV.8.2.3.1.1: IT Service Continuity Yes/No Reference: plan for the Commission IT services; • DLV.8.2.4.1.1: Availability Plan for Yes/No Reference: Commission IT services; • DLV.8.5.3: Security plan for Yes/No Reference: Commission IT services; • DLV.8.6.1.2.1: ITSM external Yes/No Reference: processes & procedures definition and description; • DLV.8.4.1.1.1: Application/System Yes/No Reference: architecture/framework/standard Production including review by NAs for the trans-European systems parts; • DLV.8.6.1.3.1: ICT architecture for Yes/No Reference: the Commission IT services and for the trans-European Systems, including ICT management infrastructure; • DLV.8.3.5.1.1: Terms of Yes/No Reference: Collaboration; • DLV.8.2.2.2.1: Capacity plan for the Yes/No Reference: trans-European IT services; • DLV.8.2.3.2.1: IT Service Continuity Yes/No Reference: plan for the trans-European IT services; • DLV.8.2.4.2.1: Availability Plan for Yes/No Reference: the trans-European IT services; • DLV.8.5.5 Security Plan the Yes/No Reference: trans-European IT services; Have you identified any conflict across the Yes/No ITT specifications and applicable documents? If yes, have you enclosed a list of them Yes/No Reference: along with a description of how you addressed them? 5.1.2. Takeover Have you provided all the elements requested in the table below? Complete accordingly the “Yes/No” and reference boxes in regard to each requested entry. The tenderer must provide: • his understanding of the status of the Yes/No Reference: 17/47
  • Version 1.0 25.07.06 services to be provided at takeover time, and of the business implications of risks associated with takeover, in less than 10 pages and 4.000 words; • his proposed strategy for the Yes/No Reference: takeovers; • his plan (planning, Work Breakdown Yes/No Reference: Structure, deliverables, external and internal dependencies, milestones, critical path) showing how he proposes to articulate the take-over of the four (4) current business threads with the inception of his services; • the description of the risks along with Yes/No Reference: the risk management proposed to mitigate the risks on date and quality of services at takeover; • a demonstration of his ability to Yes/No Reference: deliver according to his proposed strategy. 5.1.3. Continuous Service Improvement Programme Have you provided all the elements requested in the table below? Complete accordingly the “Yes/No” and reference boxes in regard to each requested entry. The tenderer must provide: • his understanding of the requirements Yes/No Reference: of the contract regarding continuous improvement and transformation, in less than 10 pages & 4.000 words; • his strategy for CISP, addressing: Yes/No Reference: o Vision, rationale, SWOT; Yes/No Reference: o Scoping, phasing, planning, Yes/No Reference: WBS, deliverables, internal and external dependencies; o process consolidation & Yes/No Reference: improvement; o convergence of SLAs/ OLAs/ Yes/No Reference: ToCs; o continuous improvement of Yes/No Reference: Quality of Services, o Maturity increase; Yes/No Reference: o ITSM tools deployment; Yes/No Reference: 18/47
  • Version 1.0 25.07.06 o Periodic assessment; Yes/No Reference: o KPI & SQI for the CSIP; Yes/No Reference: o Non-regression; Yes/No Reference: o Risk analysis & management; Yes/No Reference: o Change Management of the Yes/No Reference: CSIP; o Management of the Yes/No Reference: implementation of the CSIP and of the interaction with the other processes; • The reference to the process maturity Yes/No Reference: model that he proposes to use to rate the maturity of the processes; • The reference of the external certified Yes/No Reference: 3rd parties which will certify the compliance of the services and activities with the required ISO standards; • The reference of the external certified Yes/No Reference: 3rd parties which will evaluate the maturity of the processes; • The reference of the external certified Yes/No Reference: 3rd parties which will evaluate the compatibility of the ITSM tool with ITIL; • a demonstration of his ability to Yes/No Reference: deliver according to his proposed strategy. 5.2. Fitness of the proposed organisation & processes (30/100); 5.2.1. Proposed organisation No CVs or names should be provided in this part of the proposal. (CVs are only required in the selection part). Have you provided all the elements requested in the table below? Complete accordingly the “Yes/No” and reference boxes in regard to each requested entry. The tenderer must provide: • the organisational structure, supported Yes/No Reference: by a single structure chart, that he intends to put into place to support the required services, including functions, roles, responsibilities and lines of reporting, location 19/47
  • Version 1.0 25.07.06 • a description of the relationships Yes/No Reference: between the various functions of the tenderer; • a description of the lines of Yes/No Reference: communication with DG TAXUD; • a description of the relationships Yes/No Reference: between the tenderer and external 3rd parties involved in the delivery of the requested services; • a description of how the proposed Yes/No Reference: organisation will support the service requirements as specified in the technical annex; • a profile for each role that he plans to Yes/No Reference: use to provision the services. The role profile must include (see attachment 5 – the use of this template is mandatory): o a Job Functions & Duties: overall purpose, list of functions and duties, list of objectives; o a Job requirement: Formal education, Experience and seniority, training, Knowledge, Talent & Skills; • the mapping between the profiles and Yes/No Reference: the Pqa, Pspec, Psup, Pbus, Pdeliv, Pdepl, Psec, Parch, Pitil profiles defined to support the pricing per man.day of a set of activities in the price spreadsheet; • a description of the mechanism to Yes/No Reference: guarantee the competence of the staff; • a description of the training Yes/No Reference: programme for the staff; • a description of the means available Yes/No Reference: for the technical support to develop its knowledge and access information regarding COTS ICT products and 1 services; • a description of the agreements and/or Yes/No Reference: alliances, if any, with third parties (e.g. hardware & software manufacturers, tools suppliers, etc) which could be of use to address technical issues in the scope of the contract; 1 Commercial Off The Shelf 20/47
  • Version 1.0 25.07.06 • a description of the technical Yes/No Reference: knowledge base, if any, available to the technical support; • a description of the office environment Yes/No Reference: which will host his team, including security arrangements; • a description of the infrastructure Yes/No Reference: (tools & services) that he proposes to use for office automation, the overall administration and follow-up of the contract, including security arrangements. 5.2.2. Proposed methods The methods and processes must be described in the context specific to the required services of this call for tenders and not as a generic description of what could be a possible implementation. The tenderer must avoid inserting extracts of “context free” generic internal documentation. Have you provided all the elements requested in the table below? Complete accordingly the “Yes/No” and reference boxes in regard to each requested entry. The tenderer must describe: • the processes that it will set up and Yes/No Reference: operate for the main services of the contract: o the contractual OLA Yes/No Reference: management, including the internal quality system; o the takeover & handover; Yes/No Reference: o The application development Yes/No Reference: (ITSM Tools); o The service Support and all its Yes/No Reference: sub-processes; o The Service Delivery and all Yes/No Reference: its sub-processes; o The Business Perspective; Yes/No Reference: o The Application management; Yes/No Reference: o The Security Management; Yes/No Reference: o The ICT IM; Yes/No Reference: o The CSIP; Yes/No Reference: 21/47
  • Version 1.0 25.07.06 • How he will manage the interaction Yes/No Reference: with the Commission from a contract management/ service management/ demand management perspective, taking account of the separate identity of 3 business threads and of the ITSM thread; • How he will manage the interaction Yes/No Reference: with the DIGIT DC and the CCN/TC; • How he will ensure that the process Yes/No Reference: maturity will reach the required level and compliance; • How he will ensure the maintenance Yes/No Reference: and change management of the processes/procedures and their description; • Which are the business & IT Yes/No Reference: continuity plans that will guarantee the continuity of the provision of his services for the contract. 5.3. Fitness of the proposed ITSM tools, hosted ICT infrastructure and hosting environment (20/100); 5.3.1. ITSM tools Have you provided all the elements requested in the table below? Complete accordingly the “Yes/No” and reference boxes in regard to each requested entry. The tenderer must provide: • his understanding of the requirements Yes/No Reference: regarding the ITSM Tools, in less than 10 pages and 4.000 words; • A high level functional specification Yes/No Reference: of the ITSM tools, including interoperability with tools from other stakeholders; • A high level technical specification of Yes/No Reference: the ITSM tools, including interoperability with tools from other stakeholders, including architecture, reference to COTS ITSM packages, and infrastructure; • A description of the development Yes/No Reference: environment for the ITSM tools, including location, supported by diagrams, and by the Infrastructure Description Form (IDF) (see attachment 4 – the use of this form is 22/47
  • Version 1.0 25.07.06 mandatory); • Scoping, phasing and planning in line Yes/No Reference: with the proposal made in the part of his tender related to the CSIP, including a proposed schedule of COSMIC function size units (Cfsu) consumption over the life of the contract; • A description on how he intends to Yes/No Reference: rely on his own ITSM tools, if any; • A definition of the procedures that he Yes/No Reference: will use to apply the COSMIC FFP method to cost the implementation of the ITSM tools, using the specifications of the tools as starting point; • An illustration of the COSMIC Yes/No Reference: measurement process for 3 sets of functional user requirements, leading respectively to approximately 200/500/1000 COSMIC function size units (Cfsu); • a demonstration of his ability to Yes/No Reference: deliver according to his proposal. 5.3.2. Hosted ICT infrastructure Have you provided all the elements requested in the table below? Complete accordingly the “Yes/No” and reference boxes in regard to each requested entry. The tenderer must provide: • his understanding of the requirements Yes/No Reference: regarding the hosted ICT infrastructure as well as the anticipated evolution/ change/ replacement (assuming that the distribution of IT 2 services between the DIGIT/DC and contractor’s hosted infrastructures will remain as described in the ToR and that the ITSM tools will be hosted by the contractor), in less than 10 pages and 4.000 words; • The description of the architecture of Yes/No Reference: the hosted infrastructure and its interfaces with those of the Commission and other stakeholders, including diagrammatic/ schematic 2 This assumption is made only for the sake of the ITT, and without prejudice to any future evolution of the IT services distribution between the DIGIT/DC and hosted infrastructures. 23/47
  • Version 1.0 25.07.06 representation of the ICT resources at stake and Infrastructure Description Forms (in attachment 4, the use of this form is mandatory); • his vision regarding the evolution of Yes/No Reference: the hosted infrastructure, with a recommendation for an infrastructure at takeover, at 2 years and at 4 years, taking into account the taken-over infrastructure, supported by a multi- annual plan of delivery and phaseout, including yearly budget estimates; • The list of COTS ICT infrastructure Yes/No Reference: products & services that the tenderer proposes, (HW, SW, telecom) with options as he so sees fit, to provide to the Commission to fulfil the terms of the contract, with no ambiguity regarding what is included/excluded from the products & services, with URLs pointing to functional and technical specifications, with their purpose in the framework of the contract. 5.3.3. Hosting environment Have you provided all the elements requested in the table below? Complete accordingly the “Yes/No” and reference boxes in regard to each requested entry. The tenderer must provide: • his understanding of the requirements Yes/No Reference: regarding the hosting environment in less than 10 pages and 3.000 words; • The specification of the proposed Yes/No Reference: hosting environment and associated services, including location (must be located in the EU), diagrammatic/ schematic representation of the ICT resources included in the proposed hosting environment. 5.4. Structure, clarity and completeness of the proposal (10/100) The overall presentation will be taken into account in evaluating the response to this criterion. 24/47
  • Version 1.0 25.07.06 6. FINANCIAL EVALUATION 6.1. Total Budgetary Provision Have you filled in your price quotes in the Yes/No Reference attached table? The Total Budget Provision (TBP) is the budgetary provision necessary to perform all the activities and to provide all specified services and deliverables over the maximum duration of the framework contract. Tenderers must provide the Total Budget Provision (TBP) taking as a basis their quoted unit prices per deliverables/services by using the calculation template provided in Attachment 6 of this document (spreadsheet file "ITSM TAXUD-2006-AO-007 Price Table v1.00.xls" provided in the tender package of the Commission), referred to hereafter as “the spreadsheet”. The tenderers must deliver their TBP on paper and electronically: • The paper version of this spreadsheet must be provided in a separate binder or folder, clearly labelled, along with the official price list (refer to section 6.2); • The electronic version of the spreadsheet must be provided on a separate hard support (CD-ROM), also along with the official price list (refer to section 6.2), which is also clearly labelled. The tenderer must fill in the yellow cells in the spreadsheet. The tenderers are not 3 allowed to change either the estimated quantities or the imbedded formulas and formats of the TBP spreadsheet when calculating their estimated budget and TBP, unless otherwise requested by DG TAXUD. The spreadsheet contains the necessary formulas to calculate automatically the estimated budget and the resulting Total Budget Provision on the basis of the quoted unit prices per deliverable/service entered by the tenderer and the estimated quantity by the Commission. All cells are locked and protected against change except for the ones to be filled in by the tenderer. The tenderer must refer to: • The Technical Annex for a detailed description of the services & deliverables and related Work Packages; • The Terms of Reference for: o the definition and description of all units of services and deliverables (ToR Annex 2 section 6 “The 2013 Volumetric estimates”); o background information regarding the estimated quantities (ToR section 2.4.8. “Volume Estimate”). Note that DG TAXUD added a provision for the ITSM thread in the estimated quantities shown in the spreadsheet. The tenderer is and remains responsible for the correctness of all the estimated budgets and of the resulting TBP/IS & TBP/P of his offer. The attention of the tenderer is drawn to the fact that the spreadsheet is provided as it is by the Commission, without 3 Some contain hyperlinks pointing towards the cells to be actually filled in. 25/47
  • Version 1.0 25.07.06 guarantee of any sort. The Commission disclaims any responsibility in case of damage incurred when using it. In case of problems with the use of this spreadsheet, contact the following address by e-mail: TAXUD-Marches-Publics@ec.europa.eu. The Total Budget Provision (TBP) is divided into the following components: • TBP/IS for the Information Technology Services: to be completed by the tenderer; • TBP/P for the provision of COTS ICT Products & Services: to be partially completed by the tenderer; • TBP/T&S for the Travel & Subsistence costs not falling under WP.0.6, WP.4.2, WP.4.5: not to be completed by the tenderer. The quotation rules for the various activities to be undertaken during the contract are: • TBP/IS excluding WP.10 (Other deliverables & services in the scope of the contract) and Management Costs:  Services and Deliverables priced at “one off” price: self explanatory, unit price to be entered by the tenderer in the “TBP” sheet of the spreadsheet. DG TAXUD reserves its right to split the quoted price across several Specific Contracts for the deliverables qualified by “Split delivery according the taken over threads”;  Continuous Services: o they cover the whole of the Continuous Services listed in the “Continuous Services” sheet of the spreadsheet. The continuous services constitute a single and indivisible set of activities which is priced in block relying on the metrics proposed in the “TBPIS-CS” sheet of the spreadsheet; o Their pricing is divided into Cost part 1 and Cost part 2, this split being made for no other purpose than to provide a basis, Cost part 1, to cost later on the extended time coverage for availability and security incidents, while Cost part 2 will not contribute to this time coverage extension; o The tenderer must cost 4 cases in the “TBPIS-CS” sheet of the spreadsheet:  Menu “à la carte”: the tender may quote unit price for some or all of each entry proposed. The tenderer specifies his price for the block of Continuous Services as a sum of: • a flat rate per quarter, and; • a set of quantity multiplied by an associated unit price; that he specifies in the “Continuous Services” sheet. The tenderer may choose to rely only on a subset of the proposed set of units of quotation by setting the unit price for 26/47
  • Version 1.0 25.07.06 the quantity that he does not want his price to depend on to “0”. DG TAXUD selected the set of units of quotation with the aim of restricting it to ones which can be easily quantified and counted unambiguously. These unit prices will apply any time that DG TAXUD will want to order services “à la carte”. These prices will also apply when the price revision will be exercised (see below);  Menus “Light Quarter”, “Medium Quarter” & “Heavy Quarter”. The tender must only quote a lump sum for both Costs part 1 and part 2 of each of the quarter menus, considering the requested Budgeted Quantities; These prices will apply when DG TAXUD will decide to order quarters of Continuous Services according to the specification of “Light Quarter”, “Medium Quarter” and “Heavy Quarter”; o The budget for the continuous services is compiled as the sum of:  30% of the budget provision arising from the menu à la carte;  70% of the budget provision resulting from the sum of 6 “Light Quarters”, 9 “Medium Quarters”, 6 “Heavy Quarters” and 12 quarters of fail over (as priced in the menu à la carte). • Continuous Services Extended time coverage for availability and security incidents, expressed as a percentage of the Continuous Services Cost part 1 to be specified by the tenderer in the “TBP” sheet of the spreadsheet; • Services & deliverables priced per unit of services & deliverables: a set of unit prices per unit of services & deliverables. The tender must specify his unit prices of services & deliverables in the “TBP” sheet of the spreadsheet; • Services and deliverables priced per average profile unit price: a set of Work Packages to be priced on the basis of the unit price per man-day of the team average profile (Pqa (Quality Assurance), Pspec (Specification), Psup (Support), Pbus (Business), Pdeliv (Delivery), Pdepl (Deployment), Psec (Security), Parch (Architect), Pitil). The tenderer must specify in the “Profile Pi Pricing” sheet the weighted average of his own profiles which builds up the daily price for each average profile. The tenderer is invited to add as many entries as required (up to a maximum of 35) for his own profile. The resulting prices for the average profile are automatically transferred from the “Profile Pi Pricing” sheet into the “TBP” sheet of the spreadsheet; • Corrective maintenance of the accepted applications: to be expressed per quarter as percentages of the price of accepted applications and their specifications, to be specified by the tenderer in the “TBP” sheet of the spreadsheet; • Provision for other services and deliverables in the scope of the contract: the Commission set the costs of this provision to 10% of the TBP/IS excluding WP.10 27/47
  • Version 1.0 25.07.06 and management costs. The services and deliverables ordered under this work package will be priced according to the daily price of the profile specified by the tenderer in the “Profile” sheet. • Management costs as a percentage of all services and deliverables: self explanatory, the tenderer must enter his offer regarding the management percentage into the “TBP” sheet of the spreadsheet; • TBP/P for the provision of COTS ICT products & services hosted in the contractor’s premises:  DG TAXUD sets a budgetary provision for the provision of COTS ICT products & services according to the Official Price List (refer to section 6.2);  The tenderer must award a constant discount rate (refer to the General Terms and Conditions of the IT contracts) applicable to all entry on the Official Price List. The tender must enter his constant discount rate as a percentage in the “TBP” sheet of the spreadsheet;  The tenderer may charge costs for “delivery and installation” of the procured ICT product as a percentage of the discounted price of the provided products. The tenderer must enter his “delivery and installation” percentage in the “TBP” sheet of the spreadsheet; • and TBP/T&S to cover the Travel & Subsistence costs reimbursement are set by DG TAXUD. Revision of the ordered quantities. DG TAXUD will ordered additional quantities of Continuous Services during a Specific Contract only when the two following conditions are met: • At least one of the ordered quantities of the Continuous Services has been exhausted, and; • The difference between the value of the ordered Continuous Services quantities yet to be consumed and the value of the over consumed Continuous Services quantities is less than 10% of the ordered value for Continuous Services. To this end, the value of the Continuous Services quantities both “yet to be consumed” and “over consumed” is made according to the price list of the “menu à la carte”, regardless of the menu used to initially order the Continuous Services. The ordering of the additional quantities will be by issuing Requests for Action in order to satisfy the conditions above. 6.2. Official Price List Have you provided the official price list Yes/No Reference: covering all the listed COTS ICT products & services provided in reply to question 5.3.2 above (Official price list as defined in the sections 1.1 & 1.4 of the General 28/47
  • Version 1.0 25.07.06 Terms & Conditions for IT Contracts in annex of the framework contract). The attention of the tenderer is drawn to the importance that this official price list has for the provision of ICT products under the framework contract. Refer to the above mentioned General Terms & Conditions for IT contracts, and in particular their sections 1.4 and 3. The official price list must provide the “one off” price at delivery as well as the yearly recurrent price for maintenance/support/service. This official price list is part of the financial offer of the contractor but will not be used for the financial evaluation. The paper version of the official price list must be provided in a separate binder or folder, clearly labelled, along with the TBP spreadsheet (refer to section 6.1). The electronic version of the official price list must be provided on a separate hard support, also along with the TBP spreadsheet (refer to section 6.1), which is also clearly labelled. 6.3. Financial evaluation The sum of TBP/IS and TBP/P will be used for the financial evaluation of the offer. The TBP/T&S and the official price list are excluded from the financial evaluation. 29/47
  • Version 1.0 25.07.06 Attachment 1 Service Reference Form (related to question 4.3.3) The Service Reference Form must be used to give details about relevant services the tenderer wants to present as proof of experience. The Service Reference Form consists of two pages: – Front page; – Description page. Both pages must be used to form a complete Service Reference Form. A new Service Reference Form must be completed for each service. Use of this form is mandatory - only services submitted on this form will be considered. 30/47
  • Version 1.0 25.07.06 Service reference n° ______ (page 1 of 2) Service name: Start date (mm/yy): Finish date (mm/yy): Client name: Contact person: Phone: Principal contractor: Service catalogue: Service time coverage: Service location (on site, contractor’s premise, off shore): Main relevant volumetric indicators (# incidents, problems, changes, releases, Conf Items, servers, users, locations, trainings….) Main Key Performance Indicators: Hosting (Yes/No): Number of SLAs and UC : Continuous Service Improvement Programme (Yes/No): Pricing model (Fixed Price, costs +, benchmark, performance based): Customer’s business segment: Responsibility of the tenderer in the contractor organisation (prime, sub-contractor, member of consortium,…) Number of tenderer's own permanent staff involved in FTE (excluding sub-contractors and non- permanent staff), by role: Service Manager : Quality Manager : Add as many other roles as needed, : (must be consistent with the list provided in reply to question 4.4.1) Total : Methods & Standards: Infrastructure (HW, Operating Systems, COTS packages): ITSM Tools: 31/47
  • Version 1.0 25.07.06 Service reference n° ______ (page 2 of 2) 32/47
  • Version 1.0 25.07.06 Attachment 2 Project Reference Form (related to question 4.3.3 ) The Project Reference Form must be used to give details about relevant projects the tenderer wants to present as proof of experience. The Project Reference Form consists of two pages: – Front page; – Description page. Both pages must be used to form a complete Project Reference Form. A new Project Reference Form must be completed for each project. Use of this form is mandatory - only projects submitted on this form will be considered. 33/47
  • Version 1.0 25.07.06 Project reference n° ______ (page 1 of 2) Project name: Start date (mm/yy): Finish date (mm/yy): Client name: Contact person: Phone: Project type (development, maintenance or both): Principal contractor for this project: Principal location for this project: Responsibility of the tenderer in the contractor organisation (prime, sub-contractor, member of consortium,…) Number of tenderer's own staff involved in man.days (excluding sub-contracting and non- permanent staff), by role: Service Manager : Quality Manager : Add as many other roles as needed, : (must be consistent with the list provided in reply to question 4.4.1) Total : Methods & Standards: Infrastructure (HW, Operating Systems, COTS packages): ITSM Tools 34/47
  • Version 1.0 25.07.06 Project reference n° ______ (page 2 of 2) 35/47
  • Version 1.0 25.07.06 Attachment 3 CV Form (related to question 4.5) 36/47
  • Version 1.0 25.07.06 Use of this form is mandatory - only CVs submitted on this form will be considered. When completing the forms, follow the following guidelines: (1) Do not indicate the names of the candidates on the CV forms but use numbers instead and fill in the table available after the CV forms to make the correlation between numbers and names. In order to protect confidential personal data, CVs will be circulated without the corresponding table. (2) All the required information has to be provided. Any missing or incomplete information may lead to a CV being discarded. (3) Where the information is to be provided in tabular form, all the columns of the table have to be filled in. (4) The CV should be a summary rather than a biography of an individual and must be in a format enabling a quick and accurate comparison with other CVs submitted to fill certain roles. There should be no unaccounted chronological breaks. (5) Each CV consists of one CV front page and at least one CV training page and at least one CV software expertise page and at least one CV professional experience page; more CV training, CV software expertise or CV experience pages may be added as necessary. (6) IT products expertise : - Competence must be rated from 1 (basic) to 5 (excellent). - Duration must be expressed in months and has to relate clearly to the relevant entries under “Professional experience”. - Description must state how the competence has been acquired and in what services/projects it has been used, relating clearly to the relevant entries under “Professional experience”. (7) Each CV professional experience page contains data about the services/projects the employee has participated in, his role and responsibilities, and the IT products he used in the context of these services/projects. More CV experience pages must be added for more services/projects. - Dates must indicate precisely the starting and ending months of the entry. - Service/Project size is to be expressed as the total number of person- months. - Description must include an explanation of the scope and results of the project (or task). 37/47
  • Version 1.0 25.07.06 CV front page CV number : (indicate here the CV number) ………… Date of birth: Contract Date of recruitment: information: Comments: Function as of (indicate the function in the company) 1/1/2006 : Profile mapping as of Tick the appropriate box (only one): 1/1/2006:  Project manager  Role as defined by tenderer  Quality manager  Role as defined by tenderer  Role as defined by tenderer…..  Role as defined by tenderer Highest relevant Tick the appropriate educational box: qualification: Certificate and/or  University degree diploma obtained : Institute:  Non university degree Comments : Scope: Certificate obtained & Certification authority Certifications date of issue: Languages: Spoken Written (indicate level of skill: English: from 1=basic to French: 5=excellent) German: Other(s): Date IT career started: Summary (use this area to indicate briefly the major facts which should be known about this employee): 38/47
  • Version 1.0 25.07.06 CV training record page CV number: Training record page number for this CV: TRAINING Training course Company/institute Date(s) training course Exams or certificates: name: organising the followed: training course: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 39/47
  • Version 1.0 25.07.06 CV IT products expertise page CV number: CV software expertise page number for this CV: IT products expertise IT products (precise Competenc Duration (in Description (reference to relevant manufacturer, product e (rating : 1 months) entries under “professional name and version(s)) -5) experience” is mandatory) 40/47
  • Version 1.0 25.07.06 CV professional experience page CV number: CV experience page number for this CV: SERVICE/PROJECT EXPERIENCE Service/Project name: Company: Dates: Client : Service/Project size: Service/Project description : Employee’s Roles & Responsibilities in the service/project: Technologies, methods and standards used by the employee in the project: 41/47
  • Version 1.0 25.07.06 CORRELATION TABLE FOR CV FORMS Role (alias Profile) CV Candidate name number 42/47
  • Version 1.0 25.07.06 Attachment 4 Infrastructure Description Form (relating to question 5.3) The use of the infrastructure description form is mandatory. It must give details about the infrastructure the tenderer intends to use to support the development activities for this call for tenders. 43/47
  • Version 1.0 25.07.06 Infrastructure Description Form IDF n° Location of the infrastructure: Servers Role of the Supplier Number Hardware OS server specifications specifications Workstations Supplier Number Hardware specifications OS specifications Software licences Number, type (individual, site, etc…), Name of product Number of users version of licences or other applicable units Additional information Company website URL Type and speed of Internet connection Company official e-mail address e-mail address for all personnel YES/NO 44/47
  • Version 1.0 25.07.06 Attachment 5 Role Profile Form (related to question 5.2.1 ) 45/47
  • Version 1.0 25.07.06 Role Profile n° Role title: 1. OVERALL PURPOSE: 2. JOB FUNCTIONS AND DUTIES: • Add functions as needed (max 5)  Add duties under each function as needed (max 5 per function)   3. JOB REQUIREMENTS 3.1. Formal education: • Add as needed 3.2. Experience: • Add as needed 3.3. Training: • Add as needed 3.4. Languages: • Add as needed 3.5. Knowledge: • Add as needed 3.6. Talents: • Add as needed 3.7. Skills: • Add as needed 46/47
  • Version 1.0 25.07.06 Attachment 6 Price Table template (relating to question 6) The tenderer must use the excel spreadsheet file with the name "ITSM TAXUD-2006-AO-007 Price Table v1.00.xls" delivered by the Commission in the tender package as the unique basis for its business proposal. 47/47