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SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
SERVICE DEFINITION
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SERVICE DEFINITION

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  • 1. SERVICE DEFINITION BANKSETA Accounting, Administration, HR, IT, Supply Chain and Document Management Services Version 11 Generated on 2005/09/06 The Copyright in this work is vested in iSource Investment Holdings and the document is issued in confidence for the purpose only for which it is supplied. It must not be reproduced in whole or in part or used for tendering or manufacturing purposes except under an agreement or with the written consent of iSource Investment Holdings and then only on the condition that this notice is included in any such reproduction. No information as to the contents or subject matter of this document or any part thereof arising directly or indirectly there from shall be given orally or in writing or communicated in any manner whatsoever to any third party being an individual firm or company or any employee thereof without the prior consent in writing from iSource Investment Holdings. © 1999-2005 OD&MS (Pty) Limited This document was generated by iSSM version 1.9.88
  • 2. OD&MS (Pty) Limited Page 2 of 52 SERVICE DEFINITION This document defines the complete service delivery scope for BANKSETA's Accounting, Administration, HR, IT, Supply Chain and Document Management Services function in Gauteng. This document must be read in conjunction with the Service Level Agreement (SLA), which defines the specific details of service delivery and how it is measured. For purposes of this Service Definition (SD) the Accounting, Administration, HR, IT, Supply Chain and Document Management Services function is divided into the following functional areas: • Accounting, Finance and Administration - The provision of Accounting, Finance and Administration services. • Call Centre - The provision and management of Call Centre services. • Human Resources - The provision of Human Resource services. • Supply Chain Management - The management of procurement in accordance to Supply Chain Legislation. • Information Technology - The provision of Information Technology services. Changes to systems required by legislation to be included in services for all areas. Also included is "minor" customisation changes required by BANKSETA from time to time. • Reporting - The provision of reporting for all elements of the contract, including ad-hoc reports required by various government departments. • General - Supply and Management of general functions. • Document Management and Archiving - System to manage documentation and ensure that required documents are retained and secure to meet legislative and business continuity requirements. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 3. OD&MS (Pty) Limited Page 3 of 52 The following figure depicts the layout of the service definitions together with a general explanation of the intent and use of each section of the service definition table: # Service Description XXX Responsibilities Retained Responsibilities Task - General description of the task, which together with the other tasks in this section describes the functional area. A B C D E Explanation: • Line 1 (Dark grey) – Header repeated on all pages. • Line 2 (Light grey) – Task name and task description. Repeated for every task in the functional area. • Service definition consisting of the following sections: − A – Cross reference to accompanying Service Level Agreement (SLA) and Business Metrics (BM). − B – Service Element name. Where the Service element contains more than one service definition this field is left blank for the second and subsequent service definitions. − C – Service Element description. A description of the Service Element including pertinent information on internal and external influences on the rendering of the service. Where the Service element contains more than one service definition this field is left blank for the second and subsequent service definitions. − D – A detail description of the prospective service provider’s responsibility in the rendering of this service and a detail description of any relevant 3rd party’s obligations and responsibilities in rendering this service. − E – A detail description of BANKSETA's retained responsibilities in the rendering of this service. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 4. OD&MS (Pty) Limited Page 4 of 52 It is important to note that the format and layout of this document is part of the SourceIT™ methodology which is owned by iSource Investment Holdings (Pty) Limited (iSource) and employed by Outsource Decisions and Management Services (Pty) Limited (OD&MS) and that no part of it may be used or altered without express written consent from iSource. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 5. OD&MS (Pty) Limited Page 5 of 52 1. ACCOUNTING, FINANCE AND ADMINISTRATION The provision of Accounting, Finance and Administration services. # Service Description XXX Responsibilities Retained Responsibilities Management - Management of the accounting, finance and administration functions. AC1 Statutory Manage all statutory functions. XXX will provide the following BANKSETA will provide the services: following services: • Manage all statutory • Inform XXX of new statutory functions e.g. management functions timeously. and returns for RSC, VAT, Stats SA etc. AC2 Assets Management of assets. XXX will provide the following BANKSETA will provide the services: following services: • Develop and populate an • Inform service provider of asset register in accordance asset movements. with legislative requirements. • Manage the asset register. • Update the asset register. AC3 Budget Budget management. XXX will provide the following BANKSETA will provide the services: BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 6. OD&MS (Pty) Limited Page 6 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Develop an annual budget. following services: • Create and submit budget • Review and sign-off the annual reports. budget. • Create and submit budget • Review and sign-off the budget forecasts. forecast • Update forecasts and budgets as required. • Measure and report actuals against the budget. AC4 Accounting Management of accounting and XXX will provide the following BANKSETA will provide the and Finance financial services. services: following services: • Management of cash inflows • Ensure receipt of the Audit and outflows. Pack. • Development of external • Ensure receipt of the monthly Audit Management pack. Financial and Accounting reports. • Development and submission of the required monthly • Assign the right level of Financial and Accounting signatories for co-authorisation reports. of: BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 7. OD&MS (Pty) Limited Page 7 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Grant fund balance control. − EFTs; • Management, processing and − Current Account co-authorisation of EFT transactions; and transactions. − Requests for Payments • Management, processing and (RFPs). co-authorisation of Current Account transactions. • Management and processing of requests for payments. • Preparation of annual financial statements. AC5 Administration Administration for general XXX will provide the following BANKSETA will provide the accounting. services: following services: • Manage fund inflows and • Review and decide on outflows at a company level. investment recommendations. • Verification of account/bank details of employers for grant payments • Grant fund balance control. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 8. OD&MS (Pty) Limited Page 8 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Make investment recommendations. • Implementation of agreed investment decisions. • Management of opening and/ or closing of bank accounts. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 9. OD&MS (Pty) Limited Page 9 of 52 2. CALL CENTRE The provision and management of Call Centre services. # Service Description XXX Responsibilities Retained Responsibilities Call Centre services - The provision of Call Centre services during normal working hours. CA1 Queries Management of telephonic queries XXX will provide the following BANKSETA will provide the received. services: following services: • Initial contact point for • Ensure resolution of escalated members and learners. queries and inform XXX accordingly. • Verification of details of callers at time of call. • Schedule training and advise XXX well in advance to ensure • Supply callers with reference attendance. numbers for logged calls. • Forward queries to the relevant parties for resolution. • Escalate unresolved queries. • Close queries that have been resolved. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 10. OD&MS (Pty) Limited Page 10 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Supply caller with reference number for logged calls. • Attend specific BANKSETA training and information sessions as scheduled by the BANKSETA. • Provide for an automated voice mail system for after hour calls. • A voice mail message must be available outside of normal operating hours (after hours). CA2 Newsletters Newsletters distribution. XXX will provide the following BANKSETA will provide the services: following services: • Receive and distribute • Supply the electronic electronic newsletters newsletter distribution list to according to the supplied XXX. distribution list. • Advise XXX with the timeframes for completion of the exercise. CA3 Functions Distribution and management of XXX will provide the following BANKSETA will provide the BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 11. OD&MS (Pty) Limited Page 11 of 52 # Service Description XXX Responsibilities Retained Responsibilities function information. services: following services: • Understand the details of the • Provide full details of the functions. functions to XXX. • Receive RSVPs. • Forward the RSVPs to the function organisers. • Confirm bookings with attendees. CA4 Returned Mail Investigation of returned mail and XXX will provide the following BANKSETA will provide the follow up thereof. services: following services: • Receive returned mail • Ensure receipt of information information. relating to successful and unsuccessful mail. • Perform the root cause analysis of the returned mail. • Provide updated information to BANKSETA relating to successful and unsuccessful mail. • Update distribution list with BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 12. OD&MS (Pty) Limited Page 12 of 52 # Service Description XXX Responsibilities Retained Responsibilities received updated information. CA5 Fraud Provision of a Fraud "hotline" XXX will provide the following BANKSETA will provide the facility. services: following services: • Provide an anonymous fraud • Provide XXX with fraud details reporting facility. immediately as they arise. • Provide a dedicated anonymous capture hotline for potential fraud incidents and trends. • Provide designated internal auditor with captured fraud details. CA6 Disaster Develop Call Centre disaster & XXX will provide the following BANKSETA will provide the Recovery recovery plans. services: following services: • Develop disaster recovery • Review and sign-off the call plans for the call centre. centre DR plans. • Submit plans to BANKSETA. • Ensure receipt of the regular test results. • Maintain and update the plans. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 13. OD&MS (Pty) Limited Page 13 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Test the plans on a regular basis and advise BANKSETA accordingly. • Submit the test results to BANKSETA for auditing purposes. CA7 Reporting Reporting of Call Centre XXX will provide the following BANKSETA will provide the operational statistics. services: following services: • Provide relevant regular • Ensure receipt of a operational statistics covering comprehensive monthly the following: management report/pack. − Number of calls handled; − Percentage of dropped calls compared to received calls; − Speed to answer and percentages achieved with regard to requirements. • Compilation of a comprehensive monthly BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 14. OD&MS (Pty) Limited Page 14 of 52 # Service Description XXX Responsibilities Retained Responsibilities management report/pack, including graphical representations. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 15. OD&MS (Pty) Limited Page 15 of 52 3. HUMAN RESOURCES The provision of Human Resource services. # Service Description XXX Responsibilities Retained Responsibilities HR Function - Provision of a full Human Resource function for the BANKSETA. HU1 Payroll Provision of full payroll services. XXX will provide the following BANKSETA will provide the services: following services: • Capturing of new employee • Provide XXX with details of new details. employee(s). • Deletion of exiting • Provide XXX with details of employees. exiting employees. • Transfer of funds to • Provide XXX with instructions employees. relating to transfer of funds. • Transfer of funds to the relevant bodies, e.g. medical aid, SARS etc. • Enact payroll instructions received from HR, e.g. claims etc. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 16. OD&MS (Pty) Limited Page 16 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Production of payslips. • Production of relevant tax forms. • Update of employee details as required. • Archiving of employee details as required by legislation. HU2 Leave Management of employee leave. XXX will provide the following BANKSETA will provide the services: following services: • Capturing of approved leave. • Authorise leave applications. • Updating of relevant payroll systems with the leave balances and informing staff. • Provision of leave application/ change forms. • Payment of leave balances as required. • Resolution of queries. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 17. OD&MS (Pty) Limited Page 17 of 52 # Service Description XXX Responsibilities Retained Responsibilities HU3 Training Training administration. XXX will provide the following BANKSETA will provide the services: following services: • Capture of all relevant • Provide XXX with employee employee details. training plans. • Capture of training planned • Provide XXX with details and completed. relating to training completed by employees. • Capture of performance management details. • Provide input relating to policies and procedures. • Distribution of training certificates to learners HU4 General General Human Resource XXX will provide the following BANKSETA will provide the administration. services: following services: • Development and publication • Participate in policy and of policies and procedures. procedure development process. • Updating of policies and procedures. • Review and agree policies and procedures. • Archiving and retrieval of information for statutory periods. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 18. OD&MS (Pty) Limited Page 18 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Schedule and conduct bi- annual workshop/s on new employee acts, policies and procedures BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 19. OD&MS (Pty) Limited Page 19 of 52 4. SUPPLY CHAIN MANAGEMENT The management of procurement in accordance to Supply Chain Legislation. # Service Description XXX Responsibilities Retained Responsibilities Legislation - Compliance to legislation. SU1 SCM legislation Compliance XXX will provide the following BANKSETA will provide the services: following services: • Remain current with • Attend workshops as scheduled legislation, e.g. Public by XXX. Management Finance Act, Supply Chain Management Act etc. • Provide BANKSETA with biannual workshops on Supply Chain Legislation covering new/possible legislation governing Seta's operation. • Develop and maintain SCM policies and procedures in line with applicable legislation. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 20. OD&MS (Pty) Limited Page 20 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Capture BEE capabilities and utilisation of suppliers during the project duration. • Development and submission to BANKSETA of required reports and returns e.g. for National Treasury. • Maintain and update SCM policies in line with changing legislation. Procurement - Management of procurement process. SU2 Supplier Data Maintenance of the supplier XXX will provide the following BANKSETA will provide the Base database. services: following services: • Development, maintenance • Participate in evaluation and updating of the supplier process. database. • Production of required report. • Procurement of services as directed by BANKSETA. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 21. OD&MS (Pty) Limited Page 21 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Vendor evaluation. • Ongoing evaluation of supplier products and services. • Production of input for the monthly management pack. Procurement - Procurement of goods and services. SU3 Procurement Procurement services. XXX will provide the following BANKSETA will provide the of goods and services: following services: services • Development of tender • Participation in tender process. documentation as appropriate. • Participation in evaluation and recommendation process. • Requesting of quotations. • Acceptance of goods and • Evaluation of quotes and services. tender responses • Recommendations to BANKSETA. • Notification of successful and BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 22. OD&MS (Pty) Limited Page 22 of 52 # Service Description XXX Responsibilities Retained Responsibilities unsuccessful vendors. • Management of receipt of goods and/or services. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 23. OD&MS (Pty) Limited Page 23 of 52 5. INFORMATION TECHNOLOGY The provision of Information Technology services. Changes to systems required by legislation to be included in services for all areas. Also included is "minor" customisation changes required by BANKSETA from time to time. # Service Description XXX Responsibilities Retained Responsibilities Integrated system - Provision of a fully integrated/interfaced online system available for use from 07:00 - 18:00 on working days, covering Accounting, Finance, Administration, HR, Skills, ETQA, Learnership and Project management. IT1 Accounting, Provision of accounting, finance XXX will provide the following BANKSETA will provide the finance and and administration modules, with services: following services: Administration specific reference to the BANKSETA requirements. • System to cater for: • Provide ongoing system requirements for − Management of grants at implementation in new company level, including; versions and releases. grant inflows and outflows. • Partake in future version/release design − Sufficient capacity to workshops. handle approximately 4 peak grant payments • Review and approve new periods per year. features. − Budget preparation and • Partake in required system control. tests as appropriate. − Forecast preparation and BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 24. OD&MS (Pty) Limited Page 24 of 52 # Service Description XXX Responsibilities Retained Responsibilities control. • Sign-off new versions/releases. − Production of standard accounting and financial reports. − Provision of cash management. − Investment management. − Asset register details. − EFT control. − Production of required audit trails and reports for internal and external auditors. • System must provide online reporting capabilities. • Problem and determination rectification. IT2 HR Provision of an HR module with XXX will provide the following BANKSETA will provide the online data capture capabilities BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 25. OD&MS (Pty) Limited Page 25 of 52 # Service Description XXX Responsibilities Retained Responsibilities e.g. leave details, employee details services: following services: etc. • System to cater for: • Provide ongoing system requirements for − Payroll. implementation in new versions. − Employee demographics reporting. • Partake in future version/release design − Employee performance workshops. management. • Review and approve new − Employee training. features. − Employee job • Partake in required system descriptions. tests as appropriate. − Employee leave. • Sign-off new versions/releases. − Policies and procedures. − Provide online reporting capabilities. • System must provide online reporting capabilities. • Problem and determination BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 26. OD&MS (Pty) Limited Page 26 of 52 # Service Description XXX Responsibilities Retained Responsibilities rectification. IT3 Skills Employer details skills module with XXX will provide the following BANKSETA will provide the online data capture capabilities services: following services: e.g. development areas, required training etc. • Capture details of WSP per • Provide ongoing system employer. requirements for implementation in new • Problem and determination versions. rectification. • Partake in future version/release design workshops. • Review and approve new features. • Partake in required system tests as appropriate. • Sign-off new versions/releases. IT4 ETQA ETQA details module with online XXX will provide the following BANKSETA will provide the data processing capabilities. services: following services: • Capture learner skills details. • Provide ongoing system requirements for • Capture all learning provider implementation in new BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 27. OD&MS (Pty) Limited Page 27 of 52 # Service Description XXX Responsibilities Retained Responsibilities and assessor details. versions. • Problem and determination • Partake in future rectification. version/release design workshops. • Review and approve new features. • Partake in required system tests as appropriate. • Sign-off new versions/releases. IT5 Learnership Learnership details module with XXX will provide the following BANKSETA will provide the system online data capture and process services: following services: capabilities. • Capture and process all • Provide ongoing system information pertaining to requirements for learners. implementation in new versions. • Capture and process contractual details (learner, • Partake in future BANKSETA, employer). version/release design workshops. • Problem and determination rectification. • Review and approve new BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 28. OD&MS (Pty) Limited Page 28 of 52 # Service Description XXX Responsibilities Retained Responsibilities features. • Partake in required system tests as appropriate. • Sign-off new versions/releases. IT6 Project Project management module with XXX will provide the following BANKSETA will provide the Management online data capabilities. services: following services: • Production of project • Provide ongoing system management reports. requirements for implementation in new • Capturing of projects details. versions. • Project cash flow reporting. • Partake in future version/release design • Production of regular project workshops. reports. • Review and approve new • Roll up of project finance to features. produce monthly/annual reports. • Partake in required system tests as appropriate. • Problem and determination rectification. • Sign-off new versions/releases. IT7 Reporting Generation of regular, on-line and XXX will provide the following BANKSETA will provide the BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 29. OD&MS (Pty) Limited Page 29 of 52 # Service Description XXX Responsibilities Retained Responsibilities ad-hoc reports with online data services: following services: capture capabilities. • Provision of online report • Provide report requirements. facilities and queries. • Provision of all statutory and legislative reports. • Provision for generation of ad-hoc reports by the user. • Training of users to enable successful utilisation of online and ad-hoc reporting features and utilities. IT8 Supply Chain Supply Chain module with online XXX will provide the following BANKSETA will provide the Management data capture capabilities. services: following services: • System to cater for: • Adhere to Supply Chain Requirements. − Planning. − Vendor selection. − Vendor evaluation of service providers' service. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 30. OD&MS (Pty) Limited Page 30 of 52 # Service Description XXX Responsibilities Retained Responsibilities − Integrate to the accounting financial systems. − Automatic generation of SCM reports. • Problem and determination rectification. IT9 General System enhancements. XXX will provide the following BANKSETA will provide the services: following services: • On-going updating of system • Participation in workshops and as required to meet testing. legislative requirements. • Signoff of system changes and • On-going updating of system functionality after testing. to cater for reasonable "minor" changes as directed by BANKSETA. Desktop Support - Support of Information Technology infrastructure. IT10 LAN, WAN and Support. XXX will provide the following BANKSETA will provide the Desktop. services: following services: • Provide full installation & de- • Provide a stable and controlled BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 31. OD&MS (Pty) Limited Page 31 of 52 # Service Description XXX Responsibilities Retained Responsibilities installation service as equipment environment. required (LAN, WAN, DESKTOP, printers etc.) • Provide full LAN management. • Provide a managed Wide Area Network, including Internet connectivity. • Provide on-site technical staff on at least a one-day per week basis. • Provide desk side user familiarisation "training" for newly installed or changed systems. • Problem determination and rectification. IT11 WEB and E- Internet and e-mail access and XXX will provide the following BANKSETA will provide the mail control. services: following services: • Ensure that a dedicated IT • Provide content details for manager is allocated for the BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 32. OD&MS (Pty) Limited Page 32 of 52 # Service Description XXX Responsibilities Retained Responsibilities WEB functions and website. management. • Design the website for the BANKSETA. • Maintain the website. • Add or make changes as per BANKSETA requests. • Provide easy access for the public to the website. • Ensure that the website has secure access for employer and learner. • Provide an Intranet. • Provide Inter/Intranet access to designated employees. • Provide an interface for access to IT systems for authorised users. • Provide e-mail facilities to the BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 33. OD&MS (Pty) Limited Page 33 of 52 # Service Description XXX Responsibilities Retained Responsibilities BANKSETA. • Provide full administration for the e-mail function. • Problem determination and rectification. • System to provide secure user access. • Provide intruder detection and antivirus protection. Information Technology training - The provision of training for IT. IT12 Training The provision of system user XXX will provide the following BANKSETA will provide the training. services: following services: • Provide full ongoing user • Escalate all technical related training for the queries to XXX integrated/interfaced IT system. • Attend training as scheduled by XXX. • Provide ongoing training for all installed upgrades e.g. changes from WIN 98 to WIN BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 34. OD&MS (Pty) Limited Page 34 of 52 # Service Description XXX Responsibilities Retained Responsibilities 2000. • Provide training for the use and access to e-mail. • Provide schedules for training. • Follow up with people who have attended the training. • Provide required training certificates. Disaster Recovery - Management and implementation of Information Technology Disaster Recovery. IT13 Provision of Provision of Disaster Recovery XXX will provide the following BANKSETA will provide the Disaster (DR) services, covering all services: following services: Recovery Information Technology services. services • Development of DR plans. • Review and sign-off the DR plans. • Submission of DR plan. • Part-take in the actual testing • Testing of the DR plans. of the DR process. • Updating of DR plan • Actively participate in Business depending on the test results Continuity planning. and changing circumstances. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 35. OD&MS (Pty) Limited Page 35 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Provision of daily, weekly, • Review and sign-off the monthly system and data Business Continuity plan. backups. • Provision of a secure off-site back up storage. • Develop in conjunction with the BANKSETA a Business Continuity plan. • Provide back-up statistics and random testing results in the monthly report. Helpdesk - The provision of a helpdesk function for Information Technology related queries. This service is to be available to the BANKSETA staff and designated users, during normal office hours. IT14 Call Logging Logging of all calls received into a XXX will provide the following BANKSETA will provide the centralised logging and tracking services: following services: system. • Ensure that the Help Desk is • Define priority levels. adequately resourced at all operational times. • Definition of the scope of the Help Desk service. • Receive BANKSETA end-user requests, incidents and • Selection of Help Desk e-mail queries via phone call, fax BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 36. OD&MS (Pty) Limited Page 36 of 52 # Service Description XXX Responsibilities Retained Responsibilities and/or e-mail. address (for incident logging). • Open/Update requests and • Monitor and enforce agreed incidents in call management Service Levels. tool. • Unless specifically agreed all contacts with the Help Desk (incidents, requests and queries) will be logged. • Assign agreed priorities to incidents and requests. • Perform initial problem determination in support of standard in-scope services: − Dispatch of software and hardware engineer to site as required. − Initial incident categorisation (type of fault). − Incident BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 37. OD&MS (Pty) Limited Page 37 of 52 # Service Description XXX Responsibilities Retained Responsibilities investigation/diagnostics. − Provision of fault diagnosis tools (e.g. knowledge management). • Provide users with an on-line logging facility. • Manage/track maintenance requests and orders. • Development and ownership of process for users to contact the Help Desk. • Ownership of incident management application. • Ability to log onto user's PC or application to perform remote diagnostics. • Provide for an automated voice mail system for after hours calls. IT15 Escalation Escalation of calls according to XXX will provide the following BANKSETA will provide the BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 38. OD&MS (Pty) Limited Page 38 of 52 # Service Description XXX Responsibilities Retained Responsibilities preset rules. services: following services: • Define and document service • Review and agree escalation outage escalation procedures. procedures. • Initiate service outage • Initiate "executive" escalation escalation process. alert process. • Service failure escalation with relevant 3rd parties. IT16 Initiate Action Initiate required action. XXX will provide the following BANKSETA will provide the services: following services: • Update Help Desk system • Assist with user communication with relevant information as if necessary. required. • Keep users informed of status of incident. • Handling of "how-to" queries for business, desktop, remote access, desktop management (e.g. disk reorganisation). • Communication to IT Management in event of BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 39. OD&MS (Pty) Limited Page 39 of 52 # Service Description XXX Responsibilities Retained Responsibilities severity 1 outage etc. via agreed communication methods (e.g. SMS). • Management of incident resolution within SLA targets. IT17 Call Closure Close calls according to set XXX will provide the following BANKSETA will provide the criteria. services: following services: • Define and document call- • Review and agree call closure closure rules and parameters. rules and parameters. • Perform call closure • Agree call closure request. procedure. • Complete Customer Satisfaction survey. IT18 Trends & Utilise integrated toolset to XXX will provide the following BANKSETA will provide the statistics produce accurate and auditable services: following services: statistics. • Identify and report on trends. • Review trends and analysis reports. • Include trend analysis in monthly reports. • Trend analysis of BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 40. OD&MS (Pty) Limited Page 40 of 52 # Service Description XXX Responsibilities Retained Responsibilities incident/problems. • Produce accurate and auditable statistics. IT19 Reports and Produce meaningful and accurate XXX will provide the following BANKSETA will provide the Administration reports and administer help desk services: following services: systems. • Develop report formats. • Review and agree report formats. • Produce statistical reports covering Help Desk • Set governance process / performance e.g. speed to priorities for managing user answer, calls abandoned, first requirements. time fixes, number of calls etc. • Definition of content of regular Help Desk reports. • Produce ongoing Customer Satisfaction Reports. • Request ad-hoc reports. • Housekeeping of incident management application (archiving etc.). • Ongoing support of incident management application (upgrades etc.). BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 41. OD&MS (Pty) Limited Page 41 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Provide BANKSETA with access to the agree range of standard defined reports. IT20 Customer Conduct ongoing customer XXX will provide the following BANKSETA will provide the Satisfaction satisfaction survey. services: following services: • Design customer satisfaction • Review and approve customer survey. satisfaction survey and process. • Conduct and complete survey for all logged calls via agreed • Review and approve the survey procedures. list. Modify as required. • Document and distribute • Review trends and agree survey results. actions. • Identify trends and required actions. • Participate in service reviews. IT21 Staff Transfers Management of staff transfers - XXX will provide the following BANKSETA will provide the new hires, leavers and services: following services: movements. • New user set-up. • Inform help desk of new starts, staff movements and employee BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 42. OD&MS (Pty) Limited Page 42 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Deleting end user accounts. separation. • Modifying user accounts (access rights etc.). BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 43. OD&MS (Pty) Limited Page 43 of 52 6. REPORTING The provision of reporting for all elements of the contract, including ad-hoc reports required by various government departments. # Service Description XXX Responsibilities Retained Responsibilities Reporting Requirements - Provision of periodic standard and ad-hoc reports. RE1 Accounting, Reports for the accounting, finance XXX will provide the following BANKSETA will provide the Finance and and administration function. services: following services: administration • Provide all business control • Ensure receipt of the reports. Accounting, Finance and Administration reports. • Provide reports on human resource function. • Provide management pack. • Report on Service Level Agreement compliance. RE2 Call Centre Reporting for the call centre XXX will provide the following BANKSETA will provide the function. services: following services: • Provide reports on the • Ensure receipt of the Call number of calls received, Centre reports/statistics. type, number of calls dropped, speed to answer BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 44. OD&MS (Pty) Limited Page 44 of 52 # Service Description XXX Responsibilities Retained Responsibilities etc. • Provide reports on the escalated/resolved queries. RE3 Supply Chain Reporting for the supply chain XXX will provide the following BANKSETA will provide the Management management function. services: following services: • Provide all required legislative • Ensure receipt of the various reports. relevant reports. • Prepare and provide reports for submission to relevant government departments e.g. National Treasury, DoL etc. RE4 IT support Reporting for the IT support XXX will provide the following BANKSETA will provide the function. services: following services: • Provide reports on IT • Ensure receipt of IT performance. performance reports. • Provide online reports and information. RE5 General General Reporting requirements XXX will provide the following BANKSETA will provide the services: following services: BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 45. OD&MS (Pty) Limited Page 45 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Agree standard report • Specify report requirements. requirements. • Specification of ad-hoc • Creation and distribution of BANKSETA report ad-hoc reports as required by requirements. government departments. • Creation and distribution of required BANKSETA ad-hoc reports. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 46. OD&MS (Pty) Limited Page 46 of 52 7. GENERAL Supply and Management of general functions. # Service Description XXX Responsibilities Retained Responsibilities Miscellaneous Functionalities. - Management to ad-hoc functionalities. GE1 Meetings Attendance of regular and ad-hoc XXX will provide the following BANKSETA will provide the meetings. services: following services: • Ensure that the appropriate • None. personnel attend meetings. GE2 Governance Management of the governance XXX will provide the following BANKSETA will provide the function. services: following services: • Implement an appropriate • None. governance and management organisation to provide peer- to-peer BANKSETA/XXX communication, appropriate pro-active service management and service delivery. GE3 Legislation Management of the legislative XXX will provide the following BANKSETA will provide the function. services: following services: BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 47. OD&MS (Pty) Limited Page 47 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Ensure that BANKSETA • Compliance is to be maintained complies with current throughout the duration of the legislation at all times to all contract. functional areas at no additional cost. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 48. OD&MS (Pty) Limited Page 48 of 52 8. DOCUMENT MANAGEMENT AND ARCHIVING System to manage documentation and ensure that required documents are retained and secure to meet legislative and business continuity requirements. # Service Description XXX Responsibilities Retained Responsibilities Define Requirements - Define Document Management Requirements DO1 Statutory & Identify legislative & BANKSETA XXX will provide the following BANKSETA will provide the BANKSETA requirements. services: following services: requirements • Identify and document all • Participate in workshops legislative and financial designed to develop requirements applicable to requirements. documentation storage, retrieval and archiving. • Review, modify and sign-off requirements. • Identify and document all BANKSETA's specific requirements applicable to documentation storage, retrieval and archiving. • Identify and document all Disaster Recovery and Business Continuity Requirements BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 49. OD&MS (Pty) Limited Page 49 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Provide the BANKSETA with a full requirements specification report. Identify Systems & Hardware - Identify and recommend document management systems meeting the agreed requirements. DO2 Identify Identify specific systems which XXX will provide the following BANKSETA will provide the Systems meet agreed requirements and services: following services: agreed budget • Identify suitable applications • Participate in procurement software that best matches process. agreed requirements. • Review recommendations and • Identify suitable hardware to decide on hardware and host the application software. applications which best suit the needs of BANKSETA and that • Evaluate hardware and meet budgetary requirements. applications software. • Recommend a shortlist of suitable hardware and applications software solutions to the BANKSETA. Procure hardware and application software - Procure hardware and application software to meet agreed system needs. DO3 Procure Procure Hardware & Application XXX will provide the following BANKSETA will provide the Hardware & BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 50. OD&MS (Pty) Limited Page 50 of 52 # Service Description XXX Responsibilities Retained Responsibilities Application Software services: following services: Software • Procure agreed hardware in • Review procurement process accordance with BANKSETA from time to time. procurement policies. • Provide necessary funding as • Procure agreed applications appropriate and agreed. software in accordance with BANKSETA procurement • Provide necessary physical policies. environment for equipment as is necessary and agreed. Implement Document Management System - Initiate, manage and participate in Document Management System implementation project. DO4 Implementatio Manage and Participate in XXX will provide the following BANKSETA will provide the n Project Implementation Project. services: following services: • Initiate project • Participate fully in implementation project. • Resource project with suitably skilled and experienced • Ensure required staff resources. availability for training. • Project manage project • Sign-off implementation on including management of any satisfactory completion of external 3rd party vendors project. and contractors. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 51. OD&MS (Pty) Limited Page 51 of 52 # Service Description XXX Responsibilities Retained Responsibilities • Develop processes and procedures to ensure currency of document management databases. • Develop and provide necessary user training. • Populate databases with captured historical documents. • Store and/or destroy original paper documentation per agreed legislative and BANKSETA requirements. • Implement and document Disaster and Business Recovery plans. • Manage full document management system according to agreed policies and procedures. • Original paper documentation to be destroyed on a monthly BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88
  • 52. OD&MS (Pty) Limited Page 52 of 52 # Service Description XXX Responsibilities Retained Responsibilities basis according to legislation. Disaster Recovery and Business Continuity - On-going DR and BC DO5 DR and BC Implementation and on-going XXX will provide the following BANKSETA will provide the testing services: following services: • Implement agreed DR and BC • Review, adjust and agree procedures. updated plans as appropriate. • Conduct full DR and BC tests • Participate in DR and BC tests. at least annually. • Document test findings and submit to BANKSETA. • Modify plans dependant on test results. • Submit modified plans to the BANKSETA for review, modification and approval. BANKSETA - Accounting, Administration, HR, IT, Supply Chain and Document Management Services Commercial in Confidence Printed 2010/05/24 SourceIT™ Service Definitions – © 1999-2005 OD&MS iSSM 1.9.88

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