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South African Airways
(SOC) Ltd
Request for Information
for the provision of a Customer
Loyalty Application
RFI-GSM046/18
REQUEST FOR INFORMATION
Instructions on Completion of Request for Information Document.
Section 2 is to be completed by the vendor.
SAA will accept any information you can offer on the commodity as stated.
This request for information must be completed in English and the prices must be
stated in South African Rand.
SECTION #1
Request for Information Details
1. Background
South African Airways (SAA) Voyager is a Customer Loyalty programme owned by SAA
(SOC) Limited and serves as the Frequent Flyer Programme (FFP) for: SAA, SA Express
(SOC) Limited, and Airlink Proprietary Limited. Mango (SOC) Limited, SAA’s wholly owned
low-cost carrier, is a high customer value-ranked redemption partner of the programme.
Launched during 1994, the programme offers its more than 1 million members opportunity to
earn and spend Miles (the program’s reward currency) from 67 programme partners. The
programme boasts more than 35 airline partnerships, including the Star Alliance global
network which gives members access to more than 1 300 destinations in more than 190
countries.
SAA Voyager is the first revenue-based Frequent Flyer Programme on the African continent.
SAA Voyager members worldwide earn Miles for travel on flights operated by SAA based on
the ticket price (base fare and carrier-imposed fee) rather than the distance travelled. Under
the SAA exclusive earning structure, members receive one SAA Voyager Mile per ZAR 1.60
spent, and the accumulation of Miles under this earning structure counts towards Tier status.
SAA Voyager furthermore boasts a dual approach to flight redemptions: revenue-based
(Dynamic Awards) as well as the classical flat-rate mileage (Star Alliance, other airlines,
Upgrade and SAA JourneyBlitz) Awards.
1.1 Business Requirement
The primary objective is to:
Source a suitable end-to-end user-friendly system fully oriented to support, maintain
and manage the SAA Customer Loyalty Programme. The system should include
innovative features that allow SAA to accurately maintain the program information,
keep member activities and provide all the functions that a member expects to find in
the SAA Loyalty website.
Requirements breakdown:
1. Multi program capability (e.g. individual, corporate, etc.)
2. Multi tender capability (i.e. Miles, points, coupons/vouchers, and other loyalty
tenders)
3. Individual member account management
4. Community account management (i.e. grouping of earning of Miles and tiering) and
inter-account association capabilities
5. Complete customer profile across all systems
6. Customer Lifecycle management
7. Customer engagement (Case Management)
8. Full workflow with skillset-based task delegation, and Delegation of Authority (DOA)
for approvals
9. Direct and broadcast user alerts / messaging
10. Document imaging and storage
11. Fulfilment management
12. Interactive Voice Recognition (IVR) integration and Computer Telephony Integration
(CTI) capability
13. Personal and demographic member data management
14. Flexible member preferences configuration
15. Advanced business rules engine
16. Easy configuration of manual and automated Bonuses and promotions
17. Offer Engine capability to automatically present a rule-based ‘next best offer’.
18. Account statement generation and distribution in protected PDF or another similar
format
19. Newsletter generation and distribution with rule-based dynamic content from library
(e.g. based on nationality, language, age, gender, balance, specific preferences, etc.)
20. Program management
21. Partner management
22. Easy definition of air and non-air rewards
23. Air and Non-Air Partner Accrual management
24. Air and Non-Air Redemption management
25. Multi-partner packaged awards management (including fulfillment)
26. Multiple balance buckets per Mileage accrual source
27. Purchase and transfer Miles, with payment gateway integration capability
28. Cater for different Mile expiration criteria and periods
29. Multi member tiering capabilities
30. Programme reporting including financial reporting to enable compliance with IFRS
15.
31. Accounting and reconciliations at activity level
32. Automatic partner billing validation and reporting
33. Fraud detection and prevention
34. Full audit capability
35. Dynamic Communication and campaign Management
36. Social media integration
37. Personalised and customized communications
38. Effective electronic tracking of all customer engagement
39. Customer Relationship Management (CRM)
40. Full integration with various SAA systems, airline and non-airline partners through
web services
41. Integration and automatic ETL capability with Enterprise Data Warehouse
42. Application cost scalability
43. Simplified loyalty data exchanges with partners
44. Modular structure / architecture with extended parameterization mechanism
45. High level of automation
46. Member functionality easily integrated to the SAA website and other self-service
portals
47. Web based system with user-friendly interface
48. Easy to implement and learn
49. Automated process to import all kind of activities
50. Automatic rule-based, personalized and customized e-mail generation
51. Loyalty Mobile App integration
52. Partner Self-Service Portal
53. Support of all major Airline Alliances
54. Data Analytics and Business Intelligence (Dashboard capabilities)
55. Standard reports with easy user-defined filters
56. Integration Hub supporting different customized or standard messaging protocols
57. Data archiving capabilities
58. Simple, easy and logical end-user navigation of screens per use case
59. Easy configuration of rules and masters by business administrators and super users
60. User and user groups privilege/access management
61. Full management and storage of surveys and polls
1.1.1 IT TECHNICAL REQUIREMENTS
Regardless of the whether the solution is used on an Application Service Provisioning
basis (ASP), SAA owned, internally or external hosted, it must meet the following SAA IT
services minimum requirements:
o The solution must be based on open and flexible software platform easy to integrate
with existing applications and systems;
o Hard-coding will not be accepted, the solution must allow definable user templates
that will enable the SAA system or business unit’s administrators to easily tailor the
system to their requirements.
o The solution must be user friendly WEB browser enabled and be able to support rich
client interface for our mobile workforce.
o The solution should have no web browser restrictions/limitations as SAA makes use
of multiple browsers e.g. IE, Opera, etc.
o The solution must be accessible globally, regionally and domestically where SAA
offices or outsourced services are present.
o The solution must be easily adaptable or configurable to the changing SAA business
requirements.
o The system must be capable of being deployed in the cloud.
o The system should support security declarations.
o Below is a high-level diagram depicting the generic touchpoints / integration
landscape
SAA’s intent with this invitation for information is for the following:
o To establish the airline Customer Loyalty system options and their respective
capability to meet the requirements set out above; and the ease of
integration/methodology approach of migrating an old system to a new system and
o To establish the potential costs of purchasing a Customer Loyalty IP for an entity.
Request for Information closing time:
o Time: 11h00 am
o Date: 31 July 2018
o All questions must be sent by e-mail to: Khosimorobi@flysaa.com no later than; 27
July 2018
Address of tender box or to send an electronic submission please contact us
on:Tenders@flysaa.com
South African Airways
Jones Road
Airways park – Main Entrance (Tender box is situated inside the security office).
Payment Gateway
IVR
Mobile App (Roadmap)
Fax
Member Services
Member Services
SMS Communications
Email Bounce Backs
Email Communications
Member ServicesIVR Screen Popup
Fax Messages
FTL Feed
SMS Gateway
Retro ValidationPurge PNR
Award Issue FeedDay/Night/Post
TicketingDaily ETL
FTL Converter
USVD
Alerts
Email Gateway
POP3 Server
SMTP Server
Amadeus
DCS Reservation
PNR Feed
Certificate Validation
Profile Refresh
Star Alliance Hub
Enterprise Data Warehouse
Flysaa.comPayment Services
Website
PCD SAUA
Profile Export
SAUA Services
FulfillmentStatements/Ongoing Kits/Correspondences
Print Date Fil/Postal Bounce Backs
Partner Systems
Inward AccrualInward Accrual Handback
Outward AccrualsOutward Accrual Handbacks
Outward BillingOutward Billing Handback
Retro Claim Request / Response
Profile Validations
Member Enrolment
SAP
IATA Exchange Rates
Route ContributionIFRIC 13 Posting
Partner BillingsFinancial Posting / Reversal
Revenue Accounting
IATA Mileage Update
Routing Contribution Posting
Inward Redemption Billing Verfication
Outward Redemption Billing File
Certificate Reversals
IATA Clearing House
Inward IDEC File
iFly Loyalty
All documents must be addressed to:
Main Reception Gate
SAA Airways Park Jones Road
OR Tambo International Airport
Kempton Park
1627
Number of copies of this RFI to be Submitted (Original included):
2 copies and soft copy (disc or memory stick).
NB: No award can be made following a RFI process; however, the subsequent request for bid (RFP) may be restricted to respondent suppliers provided that it was so specified in the RFI document.
Section # 1 ends
Section # 2
(To be completed by Supplier)
Supplier Information
2.1) Name of company: ____________________________
2.2) Company registration number: ____________________________
2.3) Address of company: ____________________________
Address: ___________________________ Street Address: ___________________________
Company’s internet address: -
2.4) Contact person: _________________________
Name: _________________________
Designation: _________________________
Telephone number: _________________________
Fax number: _________________________
2.5) Names of the directors of your company:
Name: __________________________ Designation: _________________________
2.6) Total number of Employees: ______________________
2.7) Declaration: ______________________
The information supplied in this document is correct and complete to the best of my knowledge and accurately reflects the capability of:
(Company name) ________________________
Signature: ________________________
Date: _____________________
Name: ________________________
This RFI is signed in my capacity as:
____________________________________
Section # 2 ends
Section # 3
(To be read very carefully by supplier)
Standard conditions for Request for Information
1. INTERPRETATION AND DEFINITIONS
1.1 Definitions
The expressions defined below shall have the meanings hereby assigned to them unless inconsistent with the context of a particular proposal, agreement, contract or order.
1.1.1 “Company”: South African Airways (SOC) Ltd
1.1.2 “Closing date”: the date and hour specified in the document
2. REQUEST FOR INFORMATION INVITATION
2.1 Requests for Information Preparation
All cost in the preparation, presentation and demonstration will be for the
account of the vendor. All supporting documentation and manuals submitted
in response to this request for information will become “company’s” property
unless otherwise stated by the vendor at the time of submission.
2.2 Confidentiality
The information obtained through this request for information will be regarded
as confidential; however, South African Airways (SOC) Ltd does not accept
liability for any information which may become public.
2.3 No binding Agreement
It must be clearly understood that no business will be awarded to any vendor
out of this request for information. Prices submitted with the request for
information are for information only and no vendor will be held to any price
submitted. South African Airways (SOC) Ltd further reserves the right to
contact individual Vendor’s to obtain further information should this be
deemed necessary.
Responses from this RFI may be used to pre-screen potential bidders for the
RFP process.
2.4 Samples
Vendors may, as part of their response, submit samples, brochures or
documentation of the products supplied by the vendor. Samples, brochures
and documentation submitted will be returned to the vendor only on request.
3. REQUEST FOR INFORMATION DOCUMENTS
3.1 Document requiring completion and return
Vendor’s must complete and submit the following documents as part of their response:
a) Prescribed request for information documents
b) Any information required in the request for information
3.2 Amendment of documents by South African Airways (SOC) Ltd
South African Airways (SOC) Ltd may, at any time prior to the deadline for lodging request for information, amend of the documents or extended the time for lodging documents by notice in writing to the prospective Vendor’s. (Any amendments under this clause will become part of the request for information).
4. PREPARATION OF REQUEST FOR INFORMATION
4.1 Language of document
The request for information and all correspondence and documents related to the request for information exchanged by the vendor and South African Airways (SOC) Ltd shall be written in English.
5. SUBMISSION OF REQUESTS FOR INFORMATION
All requests for information must be:
5.1 Address and marking of requests for information
All requests for information must be:
a) Enclosed in a plain envelope or wrapping and clearly marked with the request of information number specified on the document.
b) Lodged so as to ensure that they are received not later that the closing time and date specified for their receipt in accordance with directives issued with the document.
5.2 Number of copies required
The vendor must submit 2 copies and soft copy (disc or memory stick) (including the original) of each request for information lodged as specified in the request for information.
5.3 Closing date
All requests for information close on the date and the time indicated in the document.
5.4 Late tenders
Request for information are late if they are received at the address indicated in the document after closing time and date. South African Airways (SOC) Ltd may, at its discretion, consider or refuse to consider any late request for information.
Standard Conditions for Request for Information ends.