ILRC Tender – Migration from CRM online to CRM on-premises for the Operation Management
System (OMS)
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Request for Proposal
for
Migration from CRM online to CRM on-premises for the
Operation Management System (OMS)
of
Internet Learning Resource Centre Limited
20 October 2017
ISSUED BY
INTERNET LEARNING RESOURCE CENTRE LIMITED
THE HONG KONG COUNCIL OF SOCIAL SERVICE
Issuing Date: 9:00a.m., 20 October 2017
Closing Date: 5:00p.m., 10 November 2017
ILRC Tender – Migration from CRM online to CRM on-premises for the Operation Management
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Content
Content ..................................................................................................................................... 2
1 Introduction ...................................................................................................................... 6
1.1 Forward ........................................................................................................................ 6
1.2 Purpose ........................................................................................................................ 6
1.3 Background of Internet Learning Support Programme ............................................ 6
1.4 Background of Internet Learning Resource Centre .................................................. 8
2 Operation Management System ................................................................................... 10
2.1 Background ................................................................................................................ 10
2.2 Existing Problems Identified ..................................................................................... 10
2.3 Existing IT Facilities ............................................................................................... 10
2.4 System Overview .................................................................................................. 11
2.5 Major Components ............................................................................................... 11
2.6 Software and Hardware ....................................................................................... 13
2.7 Capacity ................................................................................................................. 13
2.8 Project Scope ........................................................................................................ 13
2.9 Project Milestone .................................................................................................. 13
3 Terms of RFP ................................................................................................................... 14
3.1 General terms ............................................................................................................ 14
3.2 Submission of RFP................................................................................................. 15
3.3 Validity ................................................................................................................... 16
3.4 Acceptance of proposal ........................................................................................ 16
3.5 Consideration of offers ......................................................................................... 16
3.6 Conflict of Interest ................................................................................................ 17
3.7 Registration of Proponent.................................................................................... 17
3.8 Cancellation of RFP ............................................................................................... 17
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3.9 Arbitration ............................................................................................................. 18
3.10 Governing Law ...................................................................................................... 18
3.11 Personal Data Provided ........................................................................................ 18
3.12 Documents of unsuccessful Proponents ............................................................. 18
4 Compliance ..................................................................................................................... 19
4.1 Contractual relationship ........................................................................................... 19
4.2 Provision of professional service ......................................................................... 19
4.3 Management of service ........................................................................................ 19
4.4 Data Migration ...................................................................................................... 19
4.5 Review of work and service ................................................................................. 20
4.6 Notice .................................................................................................................... 20
4.7 Termination of Contract ....................................................................................... 20
4.8 Assignment ............................................................................................................ 20
4.9 Illegal Workers ...................................................................................................... 21
4.10 Insurance ............................................................................................................... 21
4.11 Governing law ....................................................................................................... 21
4.12 Liabilities ................................................................................................................ 21
4.13 Relationship with parties ...................................................................................... 21
4.14 Non-waiver ............................................................................................................ 22
4.15 Payment Schedule ................................................................................................ 22
5 Schedules ........................................................................................................................ 23
5.1 Compliance............................................................................................................. 23
5.2 Reporting ................................................................................................................ 23
5.3 Risk Management .................................................................................................. 24
5.4 Documentation and Deliverables .......................................................................... 26
5.5 Project Management Methodology ....................................................................... 27
5.6 Migration Approach .............................................................................................. 27
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5.7 Specification of Software and Hardware ............................................................ 28
5.8 Project Schedule ................................................................................................... 29
5.9 Implementation Plan ............................................................................................ 30
5.10 Cost Breakdown ..................................................................................................... 31
5.11 System Support and Maintenance ......................................................................... 33
5.12 Past Experience ..................................................................................................... 35
5.13 Professional Qualification ..................................................................................... 35
6 Offer to be bound ........................................................................................................... 36
7 Appendix ......................................................................................................................... 38
7.1 Template of Monthly & Quarterly Statistic Report ................................................. 38
7.2 Template of Quarterly Data Report ..................................................................... 40
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INTERNET LEARNING RESOURCE CENTRE LIMITED
Tender for Migration from CRM online to CRM on-premises for the Operation
Management System (OMS)
FORM OF TENDER
Lodging of RFP
Supplier should lodge their RFP with the Internet Learning Resource Centre
Limited (ILRC) in three (3) sets of tender document properly completed and
enclosed in a sealed plain envelope (without the identity of the Supplier) marked
“Proposal for Migration from CRM online to CRM on-premises for the Operation
Management System (OMS) of Internet Learning Resource Centre Limited” and
addressed to the General Manager, ILRC, should be either mailed or delivered
before 17:00 (Hong Kong Time) on 10 November 2017 (“the RFP Closing Date”) to
the following office:
The Hong Kong Council of Social Service
13/F, Duke of Windsor Social Service Building
15 Hennessy Road
Wanchai, Hong Kong
Late proposal or proposal not submitted in accordance with any of the aforesaid
manner, including proposal submitted by facsimile, will not be considered.
Tender Closing Time in case of Typhoon/Rainstorm
In case a black rainstorm warning signal or typhoon signal No. 8 or above is
hoisted for any duration between 12:00 and 17:00 (Hong Kong Time) on the RFP
Closing Date, the tender closing time will be extended to 17:00 on the next
weekday (i.e. except Saturday and Sunday) other than General Holidays.
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1 Introduction
1.1 Forward
1.1.1 This document issued by Internet Learning Resource Centre Limited (ILRC)
contains the standard terms and conditions used for the Request for
Proposal (RFP) process for the enhancement of the Operation
Management System for the Internet Learning Support Programme (ILSP).
ILRC may issue addendum to these terms and conditions whenever
necessary.
1.2 Purpose
1.2.1 Internet Learning Resource Centre Limited requests for proposal to
support the implementation of the Internet Learning Support Programme
funded by the Office of the Government Chief Information Officer (OGCIO),
with an aim to enable primary and secondary school students from the
target low-income families to gain access to the Internet at home for
learning. In order to achieve this goal, ILSP will facilitate the provision of
affordable and suitable Internet access and computers, and the necessary
complementary services such as training and technical support to the
families.
1.2.2 ILRC invites all interested parties to submit proposals for Migration from
CRM online to CRM on-premises for the Operation Management System
(OMS) for ILRC to successfully implement the ILSP.
1.2.3 A proponent shall complete the Schedule as set out in this RFP. ILRC will
evaluate proposals received and select a proposal that best meets the
requirements of the ILSP and the criteria for selection. Detailed
requirements and evaluation criteria are included in other sections of this
document.
1.3 Background of Internet Learning Support Programme
1.3.1 In the 2009-10 Policy Address, the Chief Executive announced that as the
younger generation increasingly used the Internet in their learning
activities, convenient and suitable Internet learning opportunities should
be provided for students in need through tripartite collaboration between
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the community, the business sector and the Government in order to
mitigate the impact of the digital divide on the quality of learning.
1.3.2 According to a survey commissioned by OGCIO, the broadband
penetration rate of the target low-income families with children in primary
and secondary schools was about 87%. The broadband penetration rate for
low-income families without children, by contrast, was under 30%.
1.3.3 Low-income families which did not subscribe to Internet service had similar
income levels as those families who were online and had an accurate
perception of the price of Internet access. However, the parents were less
likely to perceive the educational value of being online and were more
likely to be concerned about the possible downsides. They were also
concerned about the cost of obtaining a computer. In some cases, families
had had to give up Internet access when their computer broke down as
they did not have the financial resources or technical expertise to have it
repaired, fixed or replaced.
1.3.4 In the 2010-11 Budget, the Financial Secretary proposed that a two-pronged
approach to be adopted as set out in the following to address the
concerns of the parents of low-income families:
1.3.4.1 to implement a household-based cash subsidy scheme for Internet
access charges in the 2010/11 school year for two categories of the
target low-income families:
full subsidy rate of HK$1,300 for families with children who are
full-time primary and secondary school students, and who are
eligible for the flat-rate grant for School-related Expenses under
the Comprehensive Social Security Assistance Scheme; and
full subsidy rate for HK$1,300 or half subsidy rate of HK$650 for
families with children who are full-time primary and secondary
school students, and who pass the means test for receiving
financial assistance under the Student Financial Assistance
Agency. The granting of the full rate or half rate will depend on
the result of the means test; and
1.3.4.2 to facilitate the need of students and parents to gain access to the
Internet for learning by providing affordable Internet access services,
suitable computers and the necessary complementary services such as
training and technical support.
1.3.5 To accomplish the above, the Government issued an RFP to implement a
five-year Internet Learning Support Programme. ILSP aimed at enabling
410,000 primary and secondary school students from low-income families,
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or 300,000 households, in 2011/12 school year and then estimated 112,000
new additions in the subsequent four years, especially, the estimated 13%
of these families which did not have Internet connection at home to gain
access for the purpose of learning during the five-year period.
1.3.6 In 2016, OGCIO extended the program for two years until 31 August 2018
and the extension had been endorsed by the Panel on IT and Broadcasting,
The Legislative Council on 16 February 2016.
1.4 Background of Internet Learning Resource Centre
1.4.1 The Hong Kong Council of Social Service (HKCSS) was appointed by OGCIO
to be one of the implementers to execute the ILSP programme in the
western territory of the Hong Kong region. In order to maintain an open
and transparent policy for the proper use of public money, The Hong Kong
Council of Social Service has set up a wholly owned subsidiary, Internet
Learning Resource Centre Limited (ILRC), to deliver the programme.
1.4.2 The proposal submitted by HKCSS was eventually shortlisted and ILRC
contracted to implement ILSP in the following districts:
Hong Kong Island
Central & Western
Southern
Wan Chai
Kowloon
Sham Shui Po
Yau Tsim Mong
New Territories
Islands
Kwai Tsing
Tsuen Wan
Tuen Mun
Yuen Long
1.4.3 It was estimated that in response to the implementation of ILSP in the
above districts, HKCSS would be responsible for around 50% of the target
population, or around 150,000 households, for the provision of ILSP. And
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among those 150,000 households, 13% of the families which did not have
Internet connection at home would be the major target of ILSP.
1.4.4 In order to better execute and govern the implementation of ILSP, HKCSS
established Internet Learning Resource Centre Limited under the
Companies Ordinance. ILRC thus is responsible for entering into the
Funding and Operation Agreement with the Government.
1.4.5 ILRC is also registered as a non-profit-making organisation under Section
88 of the Inland Revenue Ordinance and thus, accountable for the proper
use and management of the funds provided by the Government for the full
implantation of ILSP.
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2 Operation Management System
2.1 Background
2.1.1 Internet Learning Resource Centre has an Operation Management System
(OMS) which is using Microsoft CRM Online. This system is maintaining all
the operations in ILRC including creating member records, sales records to
capturing the call log.
2.1.2 Microsoft has requested for a mandatory update one Microsoft CRM
Online to the latest version of CRM. However, the Silverlight objects that
the previous vendor had customized in Microsoft CRM Online are not
being supported in the latest version and it is difficult to retrieve data from
Microsoft CRM Online.
2.1.3 ILRC is now inviting interested suppliers to submit proposal in response to
the migration of CRM online to CRM on-premises of the OMS.
2.1.4 The existing forms that based on the Silverlight objects are also needed to
be revamped to fit into the new CRM system.
2.2 Existing Problems Identified
2.2.1 Internet Learning Resource Centre needs to handle a large volume of
service recipients and order transactions, and they also need to perform
different kinds of analysis about their services and profiles of their service
recipients. Besides, there are several relevant parties involved in the
services, including the partner service centres, donors, volunteers, vendors,
service recipients, etc.
2.2.2 To facilitate their operation and streamline their processes, they need an
integrated system to handle their trading activities, customer information
management and marketing activities.
2.3 Existing IT Facilities
2.3.1 Most of the Partners’ service centres are equipped with broadband
connection.
2.3.2 Most of the PCs installed in WebOrganic project office are with the
operating system of Microsoft Windows 7 (32bit and 64bit), while a few of
them are with Mac OS.
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2.4 System Overview
2.4.1.1 The New Operation Management System (OMS) facilitates ILRC to keep the
information of family/member including personal information, contact
information, etc
2.4.1.2 The System will be used for handling daily operation such as generating order,
generating receipt, capturing the events/activities, etc. Data
upload/download by means of excel spreadsheets will be implemented for
batch input and retrieval of data where necessary e.g. for submission of leave
records. Statistical reports, analytical reports and relevant print-outs need
to be generated by the System.
2.5 Major Components
2.5.1 The Operation Management System includes the following major
Components:
2.5.1.1 General Requirement
The system should be implemented by Dynamic 365
The system should support multi-languages
The system should automatically time out users when no
activity is detected
2.5.1.2 Customer Information Management Module
Record personal information of family including but not limited to:
Family No, Registration Source, Main Contact Name, Phone
Number, Service Center, HKID, etc
Record the details of member/non-member, including but not
limited to:
Surname, Given Name, Email, Mobile, HKID, Name of
School, etc
Support 12 digits OGCIO Reference Number
Check Validation/Check Duplication if the data is existing
Auto-generate the Number (Member Number/Family Number) in the
format of ILRC
2.5.1.3 Trading Information Management Module
Generate Purchase Order
Generate Order Information
Generate Invoice Information
Maintain the product list, supplier list, etc.
Support advance payment records
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2.5.1.4 Event Management
Capture Events/Activities Information such as Name, No of
Sessions, Event Type, etc
Capture Sub-Events/Sub-Session Information
Capture Enrolment Records
2.5.1.5 User Management Security control on Function Menu, Report Generation, Upload
Function and Data Analysis Tool, Running Process for Individual User and Role.
Security control on the data according to the Organizational Chart, Position of the User, Role, etc.
Database level security should be provided, such as user logon, database encryption, etc.
2.5.1.6 Hotline Module
Capture enquiries records such as counseling, technical support,
service support, etc.
Capture mentoring information such as support type, name of
mentor, date, duration, etc.
Capture Call Log
Record detailed information of call log including but not limited to:
Log type, service center, enquiry category, receive date, response date,
resolve date, channel, etc
2.5.1.7 Reporting
Invoice
Payment Advice
Receipt
Export Ageing Report
Export Receipt Register
Export Member Information
Export data into csv/excel
Statistic Report(s) (please refer to session 7. Appendix for report
templates):
Monthly statistical reports
Quarterly statistical reports
Quarterly data report
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2.5.1.8 Interface with External System
The System has to interface with the financial management system for
the financial data.
The system has to interface with HSBC
2.6 Software and Hardware
2.6.1 Suppliers are to propose the hardware and software licenses required for
supporting the System according to the proposal on risk management, i.e.
data backup, resilience, etc. Those proposed hardware and software
licenses would be optional items this tender, but the Suppliers are
responsible for ensuring that the solution can be delivered if those listed
hardware and software licenses are provided.
2.7 Capacity
Number of Legal Entities:
Number of Users: 60~
Number of Service Units: 60~
2.8 Project Scope
2.8.1 The project includes below key tasks:
2.8.1.1 Server Installation and Configuration
2.8.1.2 Implementation Service (revamp existing forms for the new CRM
system and enhancement of data entry and retrieve procedure)
2.8.1.3 Migrate existing data to the new CRM system
2.8.1.4 User Acceptance Test (UAT)
2.8.1.5 UAT Fine Tuning
2.8.1.6 UAT to Production
2.9 Project Milestone
2.9.1 The project is expected to be completed by 31 March 2018.
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3 Terms of RFP
ILRC has the following requirements and expectations on the Operation
Management System migration services.
3.1 General terms
3.1.1 Proponents are invited for the provision of professional service to ILRC in
the areas of system and data migration and the supporting services
specified above on the terms and conditions as stipulated in this tender.
3.1.2 The requirements issued with this RFP must not be altered by the
proponents for any reasons. Any modification of the Schedule considered
necessary by the Proponents should be the subject of a separate letter
accompanying the proposal.
3.1.3 Proponents should make certain the prices quoted are accurate before
submitting their proposals. Under no circumstances will ILRC accept any
request for price adjustment on grounds that a mistake has been made in
the proposed prices. Figures should not be altered or erased; any
alteration should be effected by striking through the incorrect figures and
inserting the correct figures.
3.1.4 The charges to be proposed by Proponents are to be shown in Hong Kong
dollars and must only be made in the Schedule. Such charges shall be net
and where applicable, they shall include trade and cash discounts and all
taxes and expenses incidental to the due and proper performance of the
contract by the contractor.
3.1.5 All deliverables in the proposal shall not contain any materials infringing
any third party intellectual property rights. Proponents shall indemnify and
keep ILRC fully and effectively indemnified against all costs, claims,
demands, expense and liabilities of whatsoever nature arising from or
incurred for reason for any such infringement or alleged infringement.
3.1.6 Proponents shall not disclose, except with the prior written consent of
ILRC, at any time to any person any information received by or made
known to it in relation to the proposals. All information derived from the
proposals shall remain the property of ILRC. Proponents shall keep the
information confidential and shall not release it in any circumstances
without prior written consent from ILRC. Furthermore, Proponents shall
not publish any advertising or publicity material relating to the RFP
without the written consent of ILRC.
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3.1.7 ILRC shall have the right to disclose, whenever it considers appropriate or
upon request by any third party (written or otherwise) to any person the
information on the proposals. Each Proponent shall complete, execute and
deliver to ILRC a Consent To Disclosure as enclosed in Schedule.
3.1.8 Proponents may not be considered if complete information is not given
with the proposals or if any particulars and data asked for in the Schedule
are not furnished in full.
3.1.9 ILRC reserves the right not to consider an offer in the event of a claim
being received by ILRC.
3.2 Submission of RFP
3.2.1 Each Proponent shall submit only one (1) proposal for the provisioning of
the service specified in Schedule.
3.2.2 Proposals are to be completed in ink or typescript. Proposals not so
completed will not be considered.
3.2.3 Proposals shall be written in English and signed and submitted in three (3)
hardcopies.
3.2.4 Proposals are to be submitted BY HAND in sealed plain envelop and
marked with the words “RESTRICTED –Request for Proposal for
Migration from CRM online to CRM on-premises for the Operation
Management System (OMS) of Internet Learning Resource Centre
Limited” for the attention of ILRC. Failure to comply will render the
proposal null and void.
3.2.5 Completed forms and Offer to be Bound should be duly signed and
chopped and must be returned BY HAND to
Internet Learning Resource Centre Limited
The Hong Kong Council of Social Service
13/F Duke of Windsor Social Service Building
15 Hennessy Road, Wanchai, Hong Kong
Before 5:00p.m. on 10 November 2017
3.2.6 Incase a rainstorm black warning or typhoon signal No. 8 or above is valid
for any duration between 9:00a.m. (Hong Kong time) and 5:00 p.m. (Hong
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Kong time), the RFP closing time will be extended to 5:00 p.m. (Hong Kong
time) on the next working day (i.e. except Saturday, Sunday, and public
holidays).
3.2.7 All proposals must be submitted before the closing date and time specified.
Late proposals will not be considered.
3.3 Validity
3.3.1 Proposals shall remain valid and open for acceptance by ILRC on these
terms for a period of not less than 60 days after the RFP Closing Date.
3.3.2 It will be assumed, unless Proponents clearly state otherwise, that their
offers in their proposals will remain valid for the duration of the contract.
Therefore no request for price variation will be considered.
3.4 Acceptance of proposal
3.4.1 The successful Proponent will receive as an indication of acceptance via
email or a fax copy of the letter of acceptance prior to the receipt of the
original. The email and fax copy of acceptance shall constitute a binding
contract. Proponents who do not receive any notification within the
validity period of the proposal may assume that their proposals have not
been accepted.
3.5 Consideration of offers
3.5.1 Proposals will be evaluated according to the criteria set out below:
Fulfillment of Requirements
System Design and Features
Technology Applied and Expansion Flexibility
Implementation and Delivery Schedule
Development and Implementation Costs
Recurrent Maintenance and Management Costs
On-going Service Terms
Reference and Past Experience, Company Profile
Value-added Features
3.5.2 Proponents may upon request be required, at its own costs and expenses,
to make presentation to the evaluation panel to clarify specific points in its
submission. ILRC may request Proponents to supply further information to
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clarify or substantiate the Proposals during the evaluation process. The
Proponent shall respond or submit the required information within the
period specified; otherwise the Proposal may not be further considered.
3.5.3 ILRC is not bound to accept the lowest or any proposals and reserves the
right to accept all or any part of any proposal at any time within the period
during which the proposals remain open and reserves the right not to
award the contract at all if no suitable proposal has been received.
3.5.4 Proponents are advised that their subsequent performance will be
monitored and may be taken into account when their future tenders are
evaluated.
3.5.5 No partial offer is accepted.
3.6 Conflict of Interest
3.6.1 The Proponent should state in the ‘OFFER TO BE BOUND’ section if any
member of ILRC has any financial or other interest in the Proponent’s
organisation either directly or indirectly through members of his or her
family.
3.7 Registration of Proponent
3.7.1 ILRC will not enter into a contractual relationship with a Proponent unless
the Proponent, at the time of submitting the proposal, is a company or
organisation registered in Hong Kong under the Companies Ordinance, or
a business registered under the Business Registration Ordinance or a
company registered under the law of the Proponent’s country.
3.8 Cancellation of RFP
3.8.1 ILRC will not withhold awarding of a Contract or cancelling of the RFP. All
Proposals should be submitted on the understanding that ILRC will not in
any event be liable to pay any costs arising out of their preparation and
submission or in explaining or clarifying any proposals.
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3.9 Arbitration
3.9.1 All disputes, differences or questions arising between ILRC and the
Contractor as to the performance of the Contract or as to any matter or
thing arising out of the Contract or in any way connected therewith shall
be subject to and construed in accordance with the laws of Hong Kong and
subject to the jurisdiction of the courts in Hong Kong.
3.10 Governing Law
3.10.1 The Contract shall be governed by and construed in accordance with the
laws of Hong Kong and the parties hereby agree to submit to the
jurisdiction of the courts of Hong Kong in relation to any matters arising
out of the Contract.
3.11 Personal Data Provided
3.11.1 Proponent’s personal data provided in the proposal will be used for RFP
evaluation and contract award purposes. If insufficient and inaccurate
information is provided, the proposal may not be considered.
3.11.2 Proponent acknowledges and consents that Proponent’s personal data
provided in the proposal may be disclosed to ILRC’s partner organization.
3.12 Documents of unsuccessful Proponents
3.12.1 Documents of successful proposal shall be retained for a period of not less
than seven (7) years after the Contract has been executed. Documents of
unsuccessful proposals may be destroyed not less than two years after the
date the Contract has been awarded.
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4 Compliance
In order to establish a long-term partnership with the Contractor, ILRC has the
following specification, requirements and support for proponents to comply with.
4.1 Contractual relationship
4.1.1 Successful Proponent shall enter into a service development contract
relationship with ILRC.
4.1.2 The Proponent and/or its subcontractors should be the developer or an
authorized distributor/dealer and copy of authorization certificate shall be
enclosed with the proposal.
4.1.3 If there are any additional costs for any of the additional features, services
or packages, the Proponent must state them clearly, concisely and
separately in the proposal.
4.2 Provision of professional service
4.2.1 ILRC shall provide the Contractor with specifications of the service
required. The Contractor warrants that the personnel assigned for the
Service shall have the qualifications, skills and experience required to meet
the specifications and the professional requirements
4.3 Management of service
4.3.1 The Contractor shall comply with all of the laws and regulations and orders,
directions and other requirements of all relevant authorities governing the
jurisdiction in which ILRC operates in respect of the performance of the
Service under this tender.
4.4 Data Migration
4.4.1 The Contractor shall provide data migration service for properly
transferring data maintained in the existing systems into the new
proposed Systems as part of the system preparation exercise before the
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new Systems start to operate. Contractor must describe the migration
plan including details of duration, preparation work required from ILRC,
approach (for instance, automatic versus manual procedures), etc.
4.5 Review of work and service
4.5.1 The Proponent agrees that it shall at all times during the term of this RFP:
a) faithfully and diligently perform those duties and exercise such powers
consistent with them which are from time to time necessary in
connection with the provision of the Service;
b) comply with all reasonable directions given by ILRC; and
c) use their best endeavors to promote the interest of ILRC.
4.5.2 Under this RFP, ILRC and Proponent shall arrange interim review on
the prices, technical development, and service level.
4.6 Notice
4.6.1 Any notice required to be given hereunder shall be sufficiently given if sent
by electronic message, facsimile or mail to the principal or registered office
of the party to be served. Any such notice shall be deemed to have been
received and given at the time when in the ordinary course of transmission
it should have been delivered at the address to which it was sent.
4.7 Termination of Contract
4.7.1 The Contract can be terminated with or without clause by either party with
one-month written notice then ILRC shall have no liability for any payment
and/or charges for goods and/or services not received by and/or provided
to it before the date of termination.
4.8 Assignment
4.8.1 The Contractor shall not assign or otherwise transfer this Contract or any
of its rights and obligations hereunder whether in whole or in part without
the prior written consent of ILRC.
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4.9 Illegal Workers
4.9.1 The Supplier undertakes not to employ illegal workers in the execution of
the Contracts. Should the Supplier be found to have employed illegal
workers in breach of this undertaking, ILRC may, by notice in writing,
terminate the Contract and the Supplier is not entitled to claim any
compensation. The Supplier shall be liable for all expenses necessarily
incurred by ILRC as a result of the termination of the Contract.
4.10 Insurance
4.10.1 The Contractor shall throughout the terms of this RFP maintain at its own
cost, such policies of workmen’s compensation insurance with coverage
limits as may be required by the laws of Hong Kong.
4.11 Governing law
4.11.1 This Agreement shall be constructed in accordance with and governed by
the laws of Hong Kong SAR and each party agrees to submit to the
non-exclusive jurisdiction of the Hong Kong Courts.
4.12 Liabilities
4.12.1 Nothing in this RFP shall operate to exclude or restrict either party’s
liability for death or personal injury resulting from negligence or for fraud.
4.12.2 Subject to ILRC’s obligation to pay the Price to the Proponent, either
party’s liability in contract, tort or otherwise (including negligence) arising
directly out of or in connection with this RFP or the performance or
observance of its obligations under this RFP and every applicable part of it
shall be limited in aggregate to the Price.
4.12.3 To the extent it is lawful to exclude the following heads of loss and subject
to ILRC’s obligation to pay the Price, in no event shall either party be liable
for any loss of profits, goodwill, loss of business, loss of data or any other
indirect or consequential loss or damage whatsoever.
4.13 Relationship with parties
4.13.1 The parties acknowledge and agree that the Service performed by the
Contractor, its employees, agents or sub-contractors shall be as an
ILRC Tender – Migration from CRM online to CRM on-premises for the Operation Management
System (OMS)
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independent contractor and that nothing in this Agreement shall be
deemed to constitute a partnership, joint venture, agency relationship or
otherwise between the parties.
4.14 Non-waiver
4.14.1 No failure or delay on the part of the parties here to exercise any right,
power or remedy under this RFP shall operate as a waiver thereof, nor
shall any single or partial exercise by either of the party of any right, power
or remedy. The rights, powers and remedies provided herein are
cumulative and are not exclusive of any rights, powers or remedies by law.
4.15 Payment Schedule
4.15.1 All prices shall be quoted in Hong Kong Dollars and ILRC will settle
payments with the successful Supplier in Hong Kong Dollars, in accordance
with below milestone.
Milestone Percentage of
Project Sum
Initial Payment 30
User Acceptance Test Completion 30
System Live Run 30
Project Completion 10
ILRC Tender – Migration from CRM online to CRM on-premises for the Operation Management
System (OMS)
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5 Schedules
The Schedules shall form part of this Agreement and shall have the same force
and effects as if expressly set out in the body of this Agreement and any
reference to this Agreement shall include the Schedules.
5.1 Compliance
(* Please tick the appropriate.)
[ ] We confirm that our proposal comply fully with the required specifications,
described in Sections 2.2 to 2.5 of this Document.
[ ] We confirm that our proposal does not comply fully with the required
specifications, described in Sections 2.2 to 2.5 of this document, in the following
aspects:
5.2 Reporting
(* Please tick the appropriate.)
[ ] I/We confirm that our proposed solution is equipped with a reporting tool or a
business intelligence tool.
[ ] I/We confirm that our proposed solution is NOT equipped with any reporting
tool nor any business intelligence tool.
ILRC Tender – Migration from CRM online to CRM on-premises for the Operation Management
System (OMS)
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5.3 Risk Management
Please state your proposed approach for risk management including but not
limited to the following aspects:
1. Transaction Data Backup:
2. Solution Backup:
3. Resilience:
4. Security:
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System (OMS)
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5. Contingency:
6. Personal Data Handling:
7. Other risk factors:
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5.4 Documentation and Deliverables
Please state if the following documentation/deliverables will be provided:
Documentation/ Deliverables Comply (Yes/ No)
Project Initialization Document
User Requirement Specification/Gap Analysis
Report
Functional Specification
Technical Specification
Program Source Code of the Standard Software Package
Please list the names of software packages with source code released:
Program Source Code of the Customization/ Tailor-made system
User Acceptance Test Plan
User Manual
System Administration Manual
Disaster Recovery Plan & Procedures
Disaster Recovery Drill
User Training
System Nursing
Please state the documentation/deliverables other than those listed above:
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System (OMS)
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5.5 Project Management Methodology
Please describe the project management methodology which will be
adopted.
5.6 Migration Approach
Please describe your proposed migration approach and plan. Merits will be
given to proposals which demonstrate plan(s) to cope with the future
development.
ILRC Tender – Migration from CRM online to CRM on-premises for the Operation Management
System (OMS)
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5.7 Specification of Software and Hardware
Please list out hardware and software licenses required for supporting the
migration and enhancement.
Software licenses
required Specification Solutions to be delivered
Hardware required Specification Solutions to be delivered
ILRC Tender – Migration from CRM online to CRM on-premises for the Operation Management
System (OMS)
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5.8 Project Schedule
Please specify the required man-day(s) of tasks stated below:
# Tasks Man-day(s)
1 Server Installation and Configuration
2 Implementation Service
-revamp existing forms for the new CRM system
-enhancement of data entry and retrieve procedure
3 Migrate existing data to the new CRM system
4 User Acceptance Test (UAT)
5 UAT Fine Tuning
6 UAT to Production
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System (OMS)
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5.9 Implementation Plan
Please propose timeframe and breakpoint(s) for the development that meet
the Project Milestone. Please provide the project schedule by Month Number,
e.g. Month 1 is the 1st month since the formal project commencement.
# Major task/ milestone From
(Month)
To
(Month)
1. Project Initialization
2. Gap Analysis/User Requirement Collection
3. Server installation and Configuration
4. System Implementation Customization
5. Data Migration
6. User Training
7. User Acceptance Test
8. Setup Production Environment
9. System Live Run
10. System Nursing
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5.10 Cost Breakdown
# Item Unit of
Measure
Quantity Unit
Price
Total
Price
Supplier’s Software:
1
2
3
Development and
Implementation Services:
4 Customer Information
Management Module
5 Trading Information
Management Module
6 Event Management
7 User Management
8 Hotline Module
9 Reporting
10 Interface with External System
Optional Hardware:
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System (OMS)
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11
12
Optional Software:
13
14
Unit of Measure can be one of the followings:
Per named user
Per concurrent user
Per server
Per processor
Per instance
Per man-day
Per report/ function/ module
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System (OMS)
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5.11 System Support and Maintenance
Please describe the scope of services and service level for the system support and
maintenance in the following aspects:
1. Helpdesk services: (Service hours, Response time of calls should be
specified.)
2. Bug-fixing:
3. Free version upgrade and installation of bug-fixing patches, and the
corresponding documentation:
4. Refreshment courses on how to use the System:
5. Hardware/ software maintenance:
6. System maintenance services (i.e. data backup, disaster recovery, monitoring,
etc.):
7. Facility hosting/ on-premise cloud services:
8. Offers regarding out-scope services:
9. On-site support services:
ILRC Tender – Migration from CRM online to CRM on-premises for the Operation Management
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10. Annual Maintenance Fee (within 2 years after the free maintenance & hosting
period):
Item Unit of
Measure
Quantity Unit Price Total Price
1
2
3
4
5
6
Total:
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5.12 Past Experience
Merits will be given to Proponents that able to provide solid track record in
related projects with educational organizations or NGO section in the past.
System/ Project Name Client Project Description
1.
2.
3.
4.
5.13 Professional Qualification
Name Professional Qualification held
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System (OMS)
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6 Offer to be bound
1. It is acknowledged that I/We, the undersigned/the limited company
hereunder mentioned do hereby agree to supply all or any portion of the
equipment, software including custom programs and services on the terms
and conditions specified in my/our proposal.
2. I/We, for myself/ourselves and the firm and partners therein/the
limited company hereunder mentioned hereby warrant that the sale and/or
supply and installation of the equipment, software and services or any of
them by me/us/the said firm/the limited company will not infringe any
intellectual property rights including any patents, designs or trade marks,
any copyright or trade secrets and confidential information protected
under the laws of Hong Kong or elsewhere in the world.
3. I/We, also certify that the particulars given by me/us below, are
correct:-
(a) The number of my/our/the Company's Business Registration
Certificate is ________________________________
(b) The date of expiry of my/our/the Company's Business Registration
Certificate is ______________________
4. I am the Secretary/Managing Director of the limited company
hereinafter mentioned and duly authorized to bind the said company by my
signature.
- or -
I am a partner/we are partners in the firm hereinafter mentioned and
duly authorized to bind the firm and the partners therein for the time
being.
- or -
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System (OMS)
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5. This tender is submitted with the authority and on behalf of
________________ Company Limited whose registered office is situated at
_________________________________ Hong Kong.
- or -
This tender is submitted on behalf of myself/ourselves and the firm known
as _______________________________________________ of
__________________________________ Hong Kong and the other
partners thereof namely; (state names and residential addresses of all
other partners):-
______________________________________________________
______________________________________________________
______________________________________________________
6. In the event of any queries relating to our offer please contact
_________________________________________________
_________________________________________________
Tel. No.__________________
Signature:-
_______________________________
(with company chop)
Dated this ___________ day of _________20 ___
Note: (i) All the particulars required above must be completed.
(ii) Strike out clearly alternatives which are not applicable.
ILRC Tender – Migration from CRM online to CRM on-premises for the Operation Management
System (OMS)
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7 Appendix
7.1 Template of Monthly & Quarterly Statistic Report
Central and
Western
Islands Kwai Tsing Shamshuipo
(1)
Shamshuipo
(2)
Southern Tsuen Wan Tsuen Wan Tuen Mun Wan Chai Yau Tsim
Mong
Yuen Long (1) Yuen Long (2) Call Centre Tuen Mun (2) Shamshuipo
(3)
Yau Tsim
Mong (2)
Kwai Tsing (3) Kwai Tsing (3) Yuen Long (1) Tsuen Wan 21 Centers
CWN ISD KCH CSW SSP SOU TWN TYL TMW WCH YTM TSW YLG WOI YWT CSS MKT UPE AMS TYT NWT Total
a Number of total eligible enrolments (KPI)
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
-data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
b Number of newly enrolled families (KPI)
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
-data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
c Number of services provided Total
Attendence
Technical Support
Social Support
Internet Service
Computer
- by school-based enrollment with venue category= S
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
-data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
- by community/centre-based service other then enrollment in S
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
Attendance
Technical Support
Social Support
Internet Service
Computer
- certified by school authority registration source =Verify by school
Attendance
Technical Support
Social Support
Internet Service
Computer
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
Attendance
Technical Support
Social Support
Internet Service
Computer
- data transferred from SFO registration source = AR
Attendance
Technical Support
Social Support
Internet Service
Computer
d Number of families served (KPI)
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
- data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
e Number of first time service user served (KPI)
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
- data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
f Number of parents trained (other than school-based training)
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
- data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
g Number of students trained (other than school-based training)
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
- data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
h Number of parents trained (school-based training);
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
- data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
i Number of students trained (school-based training)
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
- data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
j Number of training sessions organised course category = WS/TR
- training course (e.g. theme based workshop) course category = WS/TR
- theme based talk course category = TK
k Number of school-based training (on proper Internet use and behaviour)course category = WS/TR
- training course (e.g. theme based workshop) course category = WS/TR
- theme based talk course category = TK
- theme based event (e.g. booth) course category = ET
l Number of social support rendered sum of sub-session
- counseling
- group work
- mentoring (group)
- mentoring (one on one)
- theme based talk
- theme based event
m
1. call log Enquiry Category = technical
support
2. rasied by member who fit old version A2
logic
Hardware Usage
- by hotline
- by email
- onsite (home)
- onsite (centre)
Software Usage
- by hotline
- by email
- onsite (home)
- onsite (centre)
Internet Usage
- by hotline
- by email
- onsite (home)
- onsite (centre)
Maintenance
- by hotline
- by email
- onsite (home)
- onsite (centre)
Virus
- by hotline
- by email
- onsite (home)
- onsite (centre)
n Number of computer equipment sold sum of DT, NB, TT
- Desktop product type = DT
- Notebook product type = NB
- Tablet product type = TT
- LCD Monitor product type = M
- Printer product type = P
-No of Services Provided part c Computer
o Number of Internet service packages sold
- 8Mbps Home Broadband product ID = P000060/P000253
- 30Mbps Home Broadband product ID = P000061/P000254/P000258
- 100Mbps Home Broadband product ID = P000062/P000255/P000259
- 7.2Mbps Mobile Broadband product ID = P000063/P000256
p Number of enquiries received 1. all call log created by WOI
- Hotline Channel = outbound/inbound
- Voicemail Channel = Voice mail
- Email Channel = Email/Mail
- Centre Walk-in Walk-In
- Others Others
q Number of complaints received 1. call log Enquiry Category = Complaint
- Email Channel = Email/Mail
- Phone Channel = outbound/inbound
- Media N/A
- Centre Walk-in N/A
District
Centre
Number of technical support rendered
Generate Report
ILRC Tender – Migration from CRM online to CRM on-premises for the Operation Management
System (OMS)
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(Con’t)
Central and
Western
Islands Kwai Tsing Shamshuipo
(1)
Shamshuipo
(2)
Southern Tsuen Wan Tsuen Wan Tuen Mun Wan Chai Yau Tsim
Mong
Yuen Long (1) Yuen Long (2) Call Centre Tuen Mun (2) Shamshuipo
(3)
Yau Tsim
Mong (2)
Kwai Tsing (3) Kwai Tsing (3) Yuen Long (1) Tsuen Wan 21 Centers
CWN ISD KCH CSW SSP SOU TWN TYL TMW WCH YTM TSW YLG WOI YWT CSS MKT UPE AMS TYT NWT Total
a Number of total eligible enrolments (KPI)
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
-data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
b Number of newly enrolled families (KPI)
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
-data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
c Number of services provided Total
Attendence
Technical Support
Social Support
Internet Service
Computer
- by school-based enrollment with venue category= S
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
-data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
- by community/centre-based service other then enrollment in S
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
Attendance
Technical Support
Social Support
Internet Service
Computer
- certified by school authority registration source =Verify by school
Attendance
Technical Support
Social Support
Internet Service
Computer
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
Attendance
Technical Support
Social Support
Internet Service
Computer
- data transferred from SFO registration source = AR
Attendance
Technical Support
Social Support
Internet Service
Computer
d Number of families served (KPI)
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
- data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
e Number of first time service user served (KPI)
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
- data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
f Number of parents trained (other than school-based training)
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
- data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
g Number of students trained (other than school-based training)
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
- data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
h Number of parents trained (school-based training);
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
- data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
i Number of students trained (school-based training)
- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO
- certified by school authority registration source =Verify by school
- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed
- data transferred from SFO registration source = AR
- Others registration source <> DP, PO, VS, SC, VI
j Number of training sessions organised course category = WS/TR
- training course (e.g. theme based workshop) course category = WS/TR
- theme based talk course category = TK
k Number of school-based training (on proper Internet use and behaviour)course category = WS/TR
- training course (e.g. theme based workshop) course category = WS/TR
- theme based talk course category = TK
- theme based event (e.g. booth) course category = ET
l Number of social support rendered sum of sub-session
- counseling
- group work
- mentoring (group)
- mentoring (one on one)
- theme based talk
- theme based event
m
1. call log Enquiry Category = technical
support
2. rasied by member who fit old version A2
logic
Hardware Usage
- by hotline
- by email
- onsite (home)
- onsite (centre)
Software Usage
- by hotline
- by email
- onsite (home)
- onsite (centre)
Internet Usage
- by hotline
- by email
- onsite (home)
- onsite (centre)
Maintenance
- by hotline
- by email
- onsite (home)
- onsite (centre)
Virus
- by hotline
- by email
- onsite (home)
- onsite (centre)
n Number of computer equipment sold sum of DT, NB, TT
- Desktop product type = DT
- Notebook product type = NB
- Tablet product type = TT
- LCD Monitor product type = M
- Printer product type = P
-No of Services Provided part c Computer
o Number of Internet service packages sold
- 8Mbps Home Broadband product ID = P000060/P000253
- 30Mbps Home Broadband product ID = P000061/P000254/P000258
- 100Mbps Home Broadband product ID = P000062/P000255/P000259
- 7.2Mbps Mobile Broadband product ID = P000063/P000256
p Number of enquiries received 1. all call log created by WOI
- Hotline Channel = outbound/inbound
- Voicemail Channel = Voice mail
- Email Channel = Email/Mail
- Centre Walk-in Walk-In
- Others Others
q Number of complaints received 1. call log Enquiry Category = Complaint
- Email Channel = Email/Mail
- Phone Channel = outbound/inbound
- Media N/A
- Centre Walk-in N/A
District
Centre
Number of technical support rendered
Generate Report
ILRC Tender – Migration from CRM online to CRM on-premises for the Operation Management
System (OMS)
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7.2 Template of Quarterly Data Report
The quarterly data report is a excel file composes of varies worksheets with template extracted as below:
T_family
T_student
T_parent
T_training
T_session
T_enrollment
T_support_t
T_support_s
T_complaint
T_internet
T_computer
T_hotline
Family ID Residential District User Type Registration Source Registration Date Reached Date Subsidy Type Contact Phone1 Contact Phone2 OGCIO Ref No
ACDI-0206637
ACGK-0200315
ACGK-0215113
ACGK-0215118
ACGK-0215166
Student ID Family ID HKID Type HKID Remarks ESurname EGiven Name CName DOB Sex School School Category Class Level SFAACode
ACDI10206637 ACDI-0206637
ACDI20206637 ACDI-0206637
ACGK10200315 ACGK-0200315
ACGK10215113 ACGK-0215113
ACGK10215118 ACGK-0215118
Parent ID Family ID HKID Type HKID Remarks ESurname EGiven Name CName DOB Occupation Education SFAACode
ACDIF0206637 ACDI-0206637
ACDIM0206637 ACDI-0206637
ACGKF0215280 ACGK-0215280
ACGKM0200315 ACGK-0200315
ACGKM0215113 ACGK-0215113
Course ID DCCode Course Name Course Nature Course Type User Type Course Category
CSS20170004N
CSS20170005N
CSS20170006N
CSS20170007N
CSS20170008N
Session ID Course ID DCCode Duration Venue Category StartDate EndDate No of Tutor
CSS20170004N01
CSS20170005N04
CSS20170006N01
CSS20170007N01
CSS20170008N01Course ID Session ID Family ID Parent ID Student ID DCCode
CSS20170004N
CSS20170004N
CSS20170004N
CSS20170004N
CSS20170005NSupport ID Family ID ID DCCode Support Type StartDate CloseDate ReplaceDate
LG00245515
LG00245983
LG00245989
LG00245990
LG00245991Service ID Family ID ID DCCode Service Type Service Support Type StartDate CloseDate First Consultation Date Service Hour
EN00190945
EN00190946
EN00190947
EN00190948
EN00190949
Family ID ID DCCode Complaint Category StartDate CloseDate First Response Date Resolve Time Resolve Status
IService ID Family ID ID DCCode ISP Name Service Type Order Date Activation Date Duration User Type Advance Termination Advance Termination Date
ILRCW0000003
ILRCW0000016
ILRCW0000023
ILRCW0000030
ILRCW0000045
Computer ID Family ID ID DCCode Purchase Date Delivery Date Computer Type Essential Software Bundle Warranty Period Payment Arrangement
DCCode Call Date ACD Calls Answered Calls Answered 3min Level 3min IC