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transcript
SASSA: 05/17/ICT BID – PROVISION OF ICT
SUPPORT, MAINTENANCE AND SERVICE
DESK SERVICES BRIEFING SESSION
30TH AUGUST 2017
CONTENTS
- Overview
- Objective of the Bid
- ICT Structure
- Technology Landscape
- Scope of the Bid
- Support Services
- Maintenance Services
- Service Desk
- Resource Requirements
- Solution Pricing
- Responding to the Bid
- Projects on the pipeline
- Questions
2
OVERVIEW
- South African Social Security Agency (SASSA) was established in
terms of the South African Social Security Agency Act, 2004 (Act
No. 9 of 2004) to administer social assistance in terms of Chapter 3
of the Social Assistance Act, 2004 (Act No. 13 of 2004).
- SASSA is mandated to ensure effective and efficient delivery of
service of high quality with regard to the management and
administration of social grants such that the entire payment process
and system from application to receipt of social grants by a
beneficiary, is done in a manner that is sensitive, caring and
restores the dignity of the beneficiaries as well the integrity of the
whole system.
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OVERVIEW
- The Agency is currently structured as follows:
- Head Office (Pretoria);
- Regional Offices (in each Province);
- District Offices (in each Region);
- Local Offices (Under All District Offices in the Regions) ; and
- Service and Pay Points (Under All Local Offices in the Regions)
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OVERVIEW COT. -
SASSA OFFICES
5
Location Regional
Offices
Records
Management
Centres
(RMS’s)
District
Offices
Local Offices Total
Head Office, Pretoria 1 0 0 0 1
Eastern Cape 1 0 8 62 71
Free State 1 1 5 19 26
Gauteng 1 1 5 45 52
KwaZulu-Natal 1 1 5 74 81
Limpopo 1 1 5 45 52
Mpumalanga 1 1 4 42 48
North West 1 1 4 36 42
Northern Cape 1 1 5 50 57
Western Cape 1 1 5 16 23
Sub-total 10 8 46 389 453
OBJECTIVE
- The objective of this bid is to acquire the following services for a period
of three year (36 months)
- ICT Support,
- Maintenance,
- Service Desk Services and
- Adhoc Services
- To invite proposals from prospective bidders with the required
expertise to provide the above mentioned services.
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ICT STRUCTURE
- SASSA ICT is structured as follows:
– ICT Operations • End user support and maintenance
• LAN/WAN support and maintenance
• Server support and maintenance
• Information Security support and maintenance
– Information Management • Reporting
– Enterprise Architecture: • architecture
– Business Support Centre: • Application support
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TECHNOLOGY
LANDSCAPE: WAN
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• MPLS VPN
• WAN Connectivity (453
lines) – 391 x Diginet lines
– 34 x VSAT
– 2 x Microwave
– 26 x 3G (Vodacom APN)
• WAN Bandwidth – 256 Kbps to 8Mbps (catering
from 10 to 500 users in a fixed
office, mobile teams is up to 4
users per team)
– HP Routers
• Project underway – Upgrade sites to 2Mbps, 4Mbps,
10Mbps and 20Mbps respectively
– Project for 2 years (2017/18)
TECHNOLOGY LANDSCAPE:
LAN and Telephony
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• Ethernet – Cat 5e/6
– HP clustered switches
– VLAN (Voice and Data)
– HP Wireless AP (limited to laptops)
• End points – Desktop/laptops (Dell, Lenovo, HP,
Mercer, Proline etc.)
– Desktop printers (HP, Brother)
– MFP with fax gateways (Konica Minolta, Xerox)
• Telephony (VoIP enabled) – HP VCX
• IBM x series 306
– HP v7112 gateway (PRI)
– Quintum gateway (BRI)
– Mitel PBX
– BRI modules (HP router)
– Rampage TMS (spend manager)
– 3com Handsets
– Genesys Call Centre
• Project underway – Telephony Infrastructure overhaul
– UC implementation ( 2018/19)
Region/Site
VCX
servers
Mitel
PBX
Physical
PRI
Gateway
Physical
BRI
Gateway
BRI /
PRI
Module
Limpopo 9 6 0 0
Mpumalanga 7 5 0 0
North West 10 1 5 2 0
Gauteng 33 1 0 39
Northern Cape 6 3 0 1
Eastern Cape 25 6 22 7
Western Cape 13 5 4 5 3
Freestate 10 5 3 2 3
KZN 22 8 6 11 7
Head Office 2 3 0 0
TECHNOLOGY LANDSCAPE:
Data Centres / Hosting Centres
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• Server Hardware – HP core switches
– Kemp Load Balancers (Exchange,
Lync, and Sharepoint)
– HP Cluster • Gen8 and Gen9 blades
– APS CS300 appliance
– 3 PAR SAN
– Oracle PCA • Oracle X6-2L Servers
• X5-2
• X6-2
– Sun ZFS
– StorageTek SL150 tape library • Robotics with 8 slots
• LTO7 tapes
– IBM 3850 x5 /Dell R720 servers
– EVA 4400 SAN
• Security Hardware – Trend Microsystems IPS
– Microsoft TMG (Active sync/OWA)
HP Cluster and 3PAR: In Primary and Secondary
APS appliance for BI: In Primary and Secondary
ORACLE PCA: In Primary and Secondary
IBM and EVA (Legacy Apps) in Primary only
TECHNOLOGY LANDSCAPE:
Server count
11
• Total number of servers to be supported and maintained – 700
• Server OS and split – Microsoft Server 2016, 2012 R2, 2008, 2003
– OracleLinux ver 7.3
– SUSE Linux 11.2 (Internet and Intranet)
– Solaris 11 (ZFS storage)
• Virtualization and split – 38 HyperV hosts
– 4 OVM hosts
– 7 VMware hosts
0
100
200
300
400
500
600
700
TOTALSERVERS
Widows2016
Windows2012 R2
Windows2008 R2
Windows2003 SP2
OracleLinux 7.3
SUSELinux11.2
Solaris 11
700
4
657
14 4 16 3 2
Total Servers and OS split
TECHNOLOGY LANDSCAPE:
Back end Services
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Service Management (Support and maintenance)
Technology PHC Servers SHC Servers HA Site Servers with local services
Comments
Directory
MS AD Server 2012 3 3 Yes 86
DHCP 2 2 Yes 86 DHCP services for any other site to be run from the core
Messaging and collaboration
MS Exchange 2013 Enterprise
6 (3 CAS, 3 MBX) 6 (3 CAS, 3 MBX) Yes -
MS Lync 2013 Enterprise(IM and presence)
6 (3 Edge, 3 Front end)
6 (3 Edge, 3 Front end)
Yes -
Voice and Data Upgrade Lync to
Skype Upgrade Lync to
Skype - -
Gateways to be confirmed
File share MS 2012 DFS 2 2 Yes 86
Collaboration and Web services
MS Sharepoint 2013 7 4 Yes -
Database
MS SQL 2014 farm (43 DB Instances)
3 3 Yes -
Oracle 12G (Livelink 4 instances)
2 - - -
Backup Oracle Secure Backup 12.1 2 2 Tape library in both hosting centres
Call centre Genesyis 8.1 2
End point protection Symantec 12.1 RU 6
• SOCPEN (Client access : Winet 6.50)
• BAS (Client Server : Microsoft Host Integration Server 2000)
• Persal (Client access : Winet 6.50)
• T-relational
• MIS
• Livelink
• Kofax
• Oracle ERP
• MS Business Intelligence
• BarnOwl
• ARIS
• TeamMate
• CaseWare
• Adobe Creative Cloud
• MS Enterprise Project Governance Tool
• Genesys Call center
• Customer Care
• Fraud Case Management
• Legal Case Management
• Queue Management
• Regulation 26A
TECHNOLOGY LANDSCAPE:
Business Applications
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In-house Applications
Layer 7 (Application only) supported by 3rd party
TECHNOLOGY LANDSCAPE: ICT
Tools
14
• SCCM 2012
• SCOM 2012
• Eye of the Storm 16.0
• HP IMC TACACS
• HP IRS
• Rampage TMS 7.0
• Oracle Enterprise Manager 13
SCOPE OF THE BID
- Management of the service is key:
- End to end configuration management is key to the success of these services
- Support Services:
- SASSA ICT objective is to reduce the disruption of services
- National footprint to be emphasized (rural roads)
- Support at the pay points (noting that this user is attending to more than
one pay point a day) i.e. mobile users
- Emphasis on loan equipment at the time a call is attended to
- Service Desk
- The bidder to ensure that calls are logged and managed in one single
point, i.e, bidder to propose one system
- Password reset to be done at the service desk
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SCOPE OF THE BID
Cont.
- Maintenance Services
- Correction on page 20 , 7.12 refers to 7.11 above
- To reduce the number of calls, the bidder is required to conduct
preventative maintenance on all technology platform on a monthly basis
and this to be performed by a separate team
- Adhoc Services
- Imbizos held from time to time
- Exco meetings in the outside venue
- In as far as IMACD is concerned Adhoc Services only applies to a project
where more than 50 computers are to be setup, deployed and
decommissioned within a stipulated timeline as guided by the project plan
- Break fix to be done through OEM approved service providers
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SCOPE OF THE BID - SLA
- In support of the SASSA mandate, ICT must ensure that it:
- Enables business to the reduce turnaround times in social grant application and
review processes
- Improve productivity of staff
- Reduce disruption to business systems/services
- With the above information, the service levels below will not be
negotiated down:
- 1 Hour at Head Office;
- 1 Hour at Regional Offices;
- 2 Hours at District Offices; and
- 2 Hours at Local and Service Points
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RESORCE
REQUIREMENTS
- Resource requirements
- SASSA dedicated resources (no sharing with the bidder’s other clients)
- Proven track record of the responsibilities they will undertake
- Database administration services (Full time MSSQL database administrator)
- Intranet and internet support (Full time IIS administrator / web administrator
with SharePoint)
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SOLUTION
PRICING
- Annexure D (Pricing to be submitted in a separate closed envelope
(Two Envelope System)
- Bidders to provide detailed information of the pricing, i.e. What makes
up the amount of each service,
- NB! The contract must give flexibility to shrink and grow
- Pricing must be summarised as per the table below:
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Service Amount
Amount Inc. VAT
Service Desk 100 114
Support 100 114
Maintenance 100 114
300 342
Adhoc Services (15% of the total amount of the services above) 45 51.30
Total Bid Price VAT inclusive 393.30
RESPONDING TO
THE BID
When responding to each of the elements the following is key :
- Bidder must clearly indicate :
- The resources and skills required to render and manage a particular service
- How the service will be rendered e.g. the development of SOPs and reports etc.
- Account that the service was rendered (governance, risks, compliance requirements
GRC)
- Indicate phasing in and phasing out requirements of each service with the current
service provider (noting that there will be a 3 month hand over period)
- Bidder must clearly demonstrate a separation of the responsibly
between operations and governance. (e.g. operational management
will responsible for backups, but the GRC management will provide the
oversight to ensure that there are processes (SOPs), and evidence
(POEs) exist to enable the backups, and further report that the
backups was successful and further report on any variance.
- Most importantly the configuration management capability is aligned
and integrated to the operations and the CMDB is maintained
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RESPONDING TO
THE BID CONT.
- The bidder is required to respond using the prescribed annexures
- Following Annexures to be Provided in Electronic Format:
- Annexure A – Mandatory Elements
- Annexure B – Response Annexure
- Annexure C – Track Record
- Annexure D – Solution Pricing
- Mandatory elements are marked with 3 asterisks (***), and these are
compulsory for the bidder to comply with
- Failure to comply to ANY of these elements will result in the bid
response being disqualified
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RESPONDING TO
THE BID CONT.
- Any additional information that we might have omitted or is necessary
for this bid must be referenced clearly for the ease of evaluation
- Provide three copies of your proposal, i.e.
- 2 Hard Copies and
- 1 Soft Copy (DVD / CD / Memory Stick)
- Remember, pricing must be separated even on the soft copy
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PROJECTS IN
THE PIPELINE
- Some of the critical projects currently underway that will be supported
by this bid are:
- Identity and Access Management (IAM) Solution using Multi-factor Authentication
(Biometric, Smart Card)
- Online E-mail Archiving
- E-mail filtering
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QUESTIONS