· Request for Proposal Managed Services for ICT Infrastructure DIST RFP-2012-479 Infrastructure Managed Services-v1.2 Version : v1.2 - Final RFP/2012/479 Page 2 of 81

DIST

Request for Proposal for

Managed Services for ICT Infrastructure

23-Mar-2012 version [ v1.2 - Final ]

Reference: RFP/2012/479

Notice of Confidentiality: This document, its appendices, and all annexes, are the property of the Office of the United Nations High Commissioner for Refugees (UNHCR). Use of the contents of this document, its appendices, and all annexes is provided to you for the sole purpose of responding to this Request for Proposal. It may not be otherwise copied, distributed or recorded on any medium, electronic or otherwise without UNHCR’s express written permission.

Request for Proposal

Managed Services for ICT Infrastructure DIST

RFP-2012-479 Infrastructure Managed Services-v1.2 Version : v1.2 - Final RFP/2012/479 Page 2 of 81

Table of contents

1 Introduction ...................................... ........................................................................................... 6

1.1 BACKGROUND ....................................................................................................................... 6

1.2 OBJECTIVES .......................................................................................................................... 6

1.3 SCOPE OF ICT INFRASTRUCTURE MANAGED SERVICE............................................................. 6

1.4 OUT OF SCOPE INFRASTRUCTURE SERVICES ........................................................................... 7

1.5 TIMEFRAME ........................................................................................................................... 7

2 DIST Organizational Structure ..................... .............................................................................. 8

2.1 BACKGROUND ....................................................................................................................... 8

2.2 ROLE OF DIST ...................................................................................................................... 8

2.3 PROJECT PROMETHEUS ......................................................................................................... 8

2.4 ORGANIZATION FUNCTIONAL DESIGN ..................................................................................... 9

2.5 EXECUTIVE OFFICE OF THE CIO ........................................................................................... 10

2.6 TECHNICAL AUTHORITY ....................................................................................................... 10

2.7 BUSINESS RELATIONSHIP MANAGEMENT SERVICE ................................................................ 11

2.8 ICT OPERATIONS SERVICE .................................................................................................. 12

3 Connect & Collaborate.............................. ................................................................................ 15

3.1 BACKGROUND ..................................................................................................................... 15

3.2 OBJECTIVES ........................................................................................................................ 15

3.3 SCOPE ................................................................................................................................ 16

3.4 PROGRESS TO DATE ............................................................................................................ 16

4 Introduction of ICT Managed Services .............. ...................................................................... 17

4.1 RATIONALE FOR MANAGED SERVICES .................................................................................. 17

4.2 MANAGED SERVICES LANDSCAPE ........................................................................................ 17

4.3 CORE INFRASTRUCTURE MANAGED SERVICES ...................................................................... 19

4.4 CORPORATE MESSAGING SERVICES..................................................................................... 20

4.5 TRANSITION TO MANAGED SERVICES ................................................................................... 20

4.6 SERVICE WINDOW ............................................................................................................... 20

4.7 GENERIC REQUIREMENTS .................................................................................................... 21

5 UNHCR ICT Infrastructure Landscape ................ .................................................................... 22

5.1 HIGH-LEVEL TOPOLOGY ....................................................................................................... 22

5.2 DATA CENTRE - HUBS ......................................................................................................... 22

5.3 NETWORK AND LAN ............................................................................................................ 22

5.4 DESKTOP ............................................................................................................................ 23

5.5 DISASTER RECOVERY AND BUSINESS CONTINUITY ................................................................ 23

5.6 CATEGORIZATION OF UNHCR OFFICE LOCATIONS ................................................................ 23

5.7 TARGET INFRASTRUCTURE LANDSCAPE ................................................................................ 24

5.8 OUT OF SCOPE INFRASTRUCTURE SERVICES ........................................................................ 24

6 Data Centre Service Scope ......................... ............................................................................. 26

6.1 SUPPORT SERVICES ............................................................................................................ 26

6.2 IMPLEMENTATION OF NEW DATA CENTRE SERVICES .............................................................. 28




6.3 SERVICE WINDOW ............................................................................................................... 28

6.4 MINIMUM AND OPTIMUM OPERATING HOURS.......................................................................... 29

6.5 SERVICES OUT OF SCOPE .................................................................................................... 29

7 Network and LAN Service Scope ..................... ........................................................................ 30



7.3 IMPLEMENTATION OF NEW NETWORK AND LAN SERVICES...................................................... 32

7.4 OUT OF SCOPE NETWORK AND LAN SERVICES ..................................................................... 32

8 IMAC Services ..................................... ...................................................................................... 33



8.3 IMPLEMENTATION OF NEW IMAC SERVICES ........................................................................... 34

8.4 OUT OF SCOPE IMAC SERVICES .......................................................................................... 35

9 Desktop Service Scope ............................. ............................................................................... 36


9.2 SOFTWARE TOOLS ............................................................................................................... 39


9.4 IMPLEMENTATION OF NEW DESKTOP SERVICES ..................................................................... 39

9.5 OUT OF SCOPE DESKTOP SERVICES .................................................................................... 39

10 Corporate Messaging Service Scope ................. ..................................................................... 40



10.3 IMPLEMENTATION OF NEW CORPORATE MESSAGING SERVICES .............................................. 41

10.4 OUT OF SCOPE CORPORATE MESSAGING SERVICES ............................................................. 42

11 Generic Requirements .............................. ................................................................................ 43

11.1 SERVICE MANAGEMENT PROCESSES .................................................................................... 43

11.2 BUSINESS CONTINUITY ........................................................................................................ 43

11.3 POLICY AND STANDARDS ..................................................................................................... 44

11.4 ANNUAL REVIEW ................................................................................................................. 44

11.5 MONTHLY REPORT .............................................................................................................. 44

11.6 PROJECT AND DEVELOPMENT PERFORMANCE ...................................................................... 45

11.7 AD HOC REPORTS ................................................................................................................ 45

11.8 SATISFACTION SURVEY........................................................................................................ 45

11.9 ACCESS TO INFRASTRUCTURE.............................................................................................. 45

11.10 LICENSE AND ASSET MANAGEMENT ....................................................................................... 45

11.11 VENDOR MANAGEMENT ........................................................................................................ 46

12 Infrastructure Skills Inventory ................... .............................................................................. 47

12.1 SERVICE DEVELOPMENT ...................................................................................................... 47

12.2 SERVICE DESIGN ................................................................................................................. 48

12.3 SERVICE SUPPORT AND OPERATIONS................................................................................... 49

12.4 PROJECT MANAGEMENT ....................................................................................................... 51

13 Service Levels and Performance Targets ............ ................................................................... 54

13.1 CRITICALITY AND PRIORITY MATRICES .................................................................................. 54

13.2 OBJECTIVES OF SERVICE LEVEL AGREEMENTS ..................................................................... 56

13.3 SERVICE LEVEL AGREEMENTS FOR INFRASTRUCTURE SUPPORT ACTIVITIES .......................... 56




13.4 SERVICE LEVEL AGREEMENTS FOR INFRASTRUCTURE DEVELOPMENT ACTIVITIES .................. 59

13.5 SERVICE AVAILABILITY TARGETS .......................................................................................... 59

14 RFP Technical Response ............................ ............................................................................. 60

14.1 COMPANY PROFILE .............................................................................................................. 60

14.2 INFRASTRUCTURE MANAGED SERVICES CAPABILITY ............................................................. 61

14.3 CASE STUDIES AND REFERENCE SITES ................................................................................ 62

14.4 MANAGED SERVICES LIFE CYCLE ......................................................................................... 62

14.5 MANAGED SERVICES GOVERNANCE ..................................................................................... 63

15 RFP Contractual Response .......................... ............................................................................ 65

15.1 UNHCR GENERAL TERMS AND CONDITIONS FOR THE PROVISION OF SERVICES .................... 65

15.2 STANDARD UNHCR CONTRACT FOR SERVICES .................................................................... 65

15.3 ADDITIONAL CONTRACTUAL DOCUMENTATION ....................................................................... 65

15.4 LEGAL REPRESENTATIVE ...................................................................................................... 65

15.5 CONTRACT TERM ................................................................................................................. 66

15.6 COMMERCIAL TERMS ........................................................................................................... 66

15.7 PAYMENT MECHANISM ......................................................................................................... 66

15.8 PERFORMANCE REGIME ....................................................................................................... 66

15.9 CHANGE MANAGEMENT ........................................................................................................ 67

15.10 GOVERNANCE AND REPORTING ............................................................................................ 67

15.11 TRANSITION AND MIGRATION ................................................................................................ 67

15.12 EXIT PROVISIONS ................................................................................................................ 68

15.13 STAFF MANAGEMENT .......................................................................................................... 68

15.14 SUB-CONTRACTING ............................................................................................................. 68

15.15 STAFF TRANSFER ................................................................................................................ 68

15.16 ASSET OWNERSHIP ............................................................................................................. 69

15.17 FLEXIBILITY ......................................................................................................................... 69

15.18 DATA SECURITY AND DATA PROTECTION .............................................................................. 69

15.19 CODE OF CONDUCT ............................................................................................................. 69

15.20 NON-DISCLOSURE AGREEMENTS ......................................................................................... 69

16 RFP Price Quotation ............................... .................................................................................. 70

16.1 CURRENCY OF OFFER AND CONTRACT .................................................................................. 70

16.2 MODULAR PRICE STRUCTURE ............................................................................................... 70

16.3 TRANSITION PHASE ............................................................................................................. 70

16.4 INFRASTRUCTURE SUPPORT AND MAINTENANCE COMPONENT ............................................... 70

16.5 IMAC COMPONENT .............................................................................................................. 71

16.6 INFRASTRUCTURE DEVELOPMENT COMPONENT ..................................................................... 71

16.7 PRICE EVALUATION MATRIX ................................................................................................. 71

17 Evaluation Process ................................ ................................................................................... 72

17.1 SUBMISSION OF PROPOSALS ................................................................................................ 72

17.2 TECHNICAL EVALUATION ...................................................................................................... 72

17.3 COMMERCIAL TERMS EVALUATION ....................................................................................... 73

17.4 PRICE EVALUATION ............................................................................................................. 73

17.5 BEST AND FINAL OFFERS ..................................................................................................... 73

A. Glossary .......................................... ........................................................................................... 74

B. Comprehensive Infrastructure Service Catalogue .... ............................................................ 75




COMMUNICATIONS .............................................................................................................................. 75

ICT INFRASTRUCTURE ........................................................................................................................ 75

C. Service Management Processes ...................... ....................................................................... 77

D. Document Templates ................................ ................................................................................ 78

SERVICE MANAGEMENT FORMS ........................................................................................................... 78

PROJECT OFFICE TEMPLATES ............................................................................................................. 78

STANDARD STATEMENTS OF WORK ..................................................................................................... 78

E. Metrics ........................................... ............................................................................................. 79

INCIDENTS .......................................................................................................................................... 79

CHANGE REQUESTS ........................................................................................................................... 79

F. External Annexes to this document ................. ....................................................................... 80

Table of figures

Figure: 1: DIST organizational design. .................................................................................................... 9

Figure: 2: GSD coverage by location (GMT based, not adjusted for DST). .......................................... 14

Figure: 3: High-level scope and Managed Services Requirements. ..................................................... 18

Figure: 4: Infrastructure Managed Services overview. .......................................................................... 19

Figure: 5: Generic Services overview. ................................................................................................... 21

Figure: 6: Minimum and optimum Data Centre support operating hours. ............................................. 29

Figure: 7: Incident Criticality Matrix. ...................................................................................................... 54

Figure: 8: Priority Matrix. ....................................................................................................................... 55

Figure: 9: Level 2 Response Time. ....................................................................................................... 56

Figure: 10: Level 2 Restore Time. ......................................................................................................... 57

Figure: 11: Problem Management Remediation Target. ....................................................................... 57

Figure: 12: Service Request Response Time........................................................................................ 58

Figure: 13: Information Request Resolution Targets. ........................................................................... 58

Figure: 14: Level 3 Work Request Response Time. ............................................................................. 59

Figure: 15: Change Plan Response Time. ............................................................................................ 59

Figure: 16: Availability targets (percentage up-time). ............................................................................ 59



RFP-2012-479 Infrastructure Managed Services-v1.2 Version : v1.2 RFP/2012/479 Page 6 of 81

1 Introduction

This document is UNHCR’s Request for Proposal (RFP) for the introduction of a “managed service” for ICT Infrastructure services.

1.1 Background

The Division of Information Systems and Telecommunications (DIST) is in the process of a major change initiative, aimed at transforming DIST into a service-oriented (as opposed to technology-focused) organization which provides effective support for UNHCR’s operations. This will benefit end users, and ultimately refugees, by: • Ensuring the effective and timely provision of accurate and complete information to

UNHCR field staff; • Supporting a rapid response to protecting refugees and safeguarding their well-being.

This improved service will be brought about, in part, by freeing staff to engage more directly with their customers and focus on enabling enhanced ICT support to UNHCR, rather than the day-to-day running of ICT services. The introduction of “Managed Services” for ICT Infrastructure is seen as an essential component of the enhanced services offered by DIST to the Divisions, Bureau, and Field.

DIST has already engaged a Managed Service Partner for development, maintenance and support of its ICT Applications. Full transition to this partner will be complete by April 2012.

1.2 Objectives

The objective of this RFP is to: • Identify and establish a “Managed Services” contract with ideally one, but possibly

more, companies that can assume responsibility for the ICT Infrastructure as described in this request for proposal.

1.3 Scope of ICT Infrastructure Managed Service

With only a few exceptions (noted below), DIST is looking to transition the ICT Infrastructure previously managed internally to an external “managed service” provider. This includes infrastructure and services of strategic importance to the organization and used world-wide (e.g. Data Centre management, Network management, IMAC Services, Desktop support, Corporate Messaging).

1.3.1 Data Centre Management

This component will cover: Data Centre hardware and software support and maintenance; systems monitoring and housekeeping; storage management and capacity planning; backup and recovery; business continuity and disaster recovery planning and execution.

1.3.2 Network Management

This component will cover: Network hardware and software support and maintenance; Network security management; LAN Administration (except end user identity management); Network installations and de-installations, upgrades, etc.

Network technologies will include LAN, WAN, Wireless/WiFi, unless already managed by another third party (e.g. VSAT, MPLS, ISP, etc.).

1.3.3 IMAC Services

This component will cover the day-to-day Installation, Move, Addition, and Change1 to standard infrastructure configuration items based on a predefined catalogue and rates.

1 Also referred to as MACD (Move, Add, Change, Delete)




1.3.4 Desktop Support

This component will cover: Management of standard configurations for desktop images including all office software, anti-virus, etc.; distribution of updates, patches, and new releases; component replacement on failure; mobile devices (smart phones, tablets); asset management; and user training, VIP services.

1.3.5 Corporate Messaging

This component will cover: All aspects of UNHCR’s global email messaging system including synchronisation to mobile devices; collaborative and social networking tools.

1.4 Out of scope infrastructure services

Not all aspects of UNHCR’s ICT Infrastructure are within the scope of this RFP. In particular the following are considered out of scope: • Service Desk • User Identity Management • Print Services • WAN services (VSAT and MPLS) • Telephony and Video Conferencing • Local ISP connections • Deep Field communications

1.5 Timeframe

UNHCR is hoping to award the contract to the successful supplier before the end of June 2012, and have completed the transition to fully operational ICT Infrastructure managed services by the end of September 2012. We recognize that this is an aggressive timeline, but it is one that we will strive to meet by selecting a partner that has a proven track record in each domain.




2 DIST Organizational Structure

This section provides a background to UNHCR and the Division of Information Systems and Telecommunications (DIST).

2.1 Background

In more than six decades, UNHCR has helped tens of millions of people restart their lives. UNHCR personnel operate in some 120 countries around the world, from major capitals to remote, difficult locations where field staff are directly helping the most vulnerable victims of displacement. UNHCR maintains offices in donor countries worldwide and wherever refugees are arriving, working closely with governments to ensure the 1951 Refugee Convention is honoured. Today, approximately 7,200 staff continues to help some 36.4 million persons.

Staff at the Geneva headquarters now number just over 9% of the total, a declining portion as UNHCR gets closer to the people it assists. Geneva, along with the Global Service Centre in Budapest provides support for the rest of UNHCR, including key administrative functions.

The largest portion of the organization’s staff is based in countries in Asia and Africa, the continents that both host and generate the most refugees and internally displaced persons (IDP). Many beneficiaries are in isolated locations where staff works in difficult - and often dangerous - conditions. Among the largest operations are Afghanistan, Pakistan, Iraq and surrounding countries; Chad, Democratic Republic of the Congo, Sudan, Somalia, Kenya, and Colombia. But there are also substantial operations in many other countries around the world.

As a United Nations agency, UNHCR enjoys privileges and immunities in all countries it works. These privileges and immunities are extended to the organization's staff, assets, facilities, and services.

For more information on UNHCR, please refer to www.unhcr.org

2.2 Role of DIST

The Division of Information Systems and Telecommunications (DIST) provides Information and Communication Technology (ICT) playing a vital role in supporting UNHCR’s mission. DIST is responsible for the maintenance, evolution and support of UNHCR's ICT systems, whilst planning ahead to meet the organization’s new and increasing reliance on information technology through new ICT project initiatives. DIST provides ICT services and support to meet the needs of all Divisions, Bureaux and Field Offices within UNHCR while ensuring that necessary governance mechanisms are in place and standards are adopted and adhered to.

2.3 Project Prometheus

DIST is in the middle of a major change programme (Project Prometheus), of which the introduction of Managed Services for ICT Infrastructure is seen as a significant work stream.

The main objectives of the Project Prometheus are to:

1. Align DIST and the UNHCR ICT Systems with the priorities of the organization – as a service-providing entity, DIST should be structured around the ICT services and support needs of the organization both at HQ and in the field.

2. Strengthen ICT Governance – the appropriateness and cost-effectiveness of all ICT investments and expenditures must be subjected to close scrutiny to ensure that UNHCR gets the best products, services and value for money while avoiding investment in redundant and obsolete technologies and services.




3. Leverage technology and modernize UNHCR’s ICT Systems – move from running and maintaining specific technologies and applications to implementing managed services, thereby focusing more on service delivery, interaction with the business owners, and exploring and understanding the market to leverage technology. Existing ICT infrastructure and systems should be modernized by adopting relevant and cost-effective technologies to provide end-to-end services that enable UNHCR to conduct its business more effectively and efficiently.

4. Build capacity to manage specialists – build capacity to manage specialists engaged under Framework Agreements and via Managed Service contracts, to ensure that the organization gets the best services and value for money.

5. Strengthen ICT capacity and flexibility – Ensure that adequate capacity exists for the design and implementation of customized solutions when certain ICT needs cannot be met by what is commonly available in the market. Build increased and flexible capacity, in human resources, equipment, communication and network capabilities, to meet the demands of the business, putting in place alternatives and standby arrangements to prevent and professionally handle service disruptions, address unexpected surges in demand, and respond to field emergencies.

6. Create service-oriented, secure and customer-friendly ICT systems and services – Ensure the involvement of the end users from the design and development of ICT systems and services to their testing, rollout, and operation. ICT services should be demand-driven. DIST must focus on the delivery of end-to-end services as opposed to running specific technologies and providing specific service components.

2.4 Organization Functional Design

To this end, a new organizational structure has been implemented (Figure: 1 below) - based on the ICT functions that DIST must have to effectively manage and deliver ICT services to the rest of UNHCR and engage other Divisions, Regional Bureaux and the Field. Roles and responsibilities, and skills necessary for carrying out these functions, have been clearly defined based on SFIA (Skills Framework for the Information Age). This new structure is now in place and will be fully operational to coincide with the implementation of the Managed Services being sought in this RFP.

Figure: 1: DIST organizational design.

A new ICT Services Centre has been established in Amman, Jordan, significantly strengthening DIST’s capabilities to provide services to all UNHCR Offices and by bringing ICT services closer to major operations in the Middle East, Asia and Africa. DIST functions




are essentially located in three main locations (Geneva, Amman, and Budapest) with additional satellite hubs in Kuala Lumpur and Panama. The latter two have been strengthened to provide infrastructure and application support covering different time-zones and thus enabling DIST to provide “lights on” support for all normal UNHCR office working hours worldwide – with the plan to move to full 24x7 in the future.

The following subsections describe the major Services and Sections within the Division and how they relate to Infrastructure and related services.

2.5 Executive Office of the CIO

The Office of the Chief Information Officer (CIO) provides overall strategic guidance, planning and management as well as programme monitoring and management of ICT services and resources in the organization. The Office is supported by three Deputy Directors: Technical Authority (Chief Architect), Business Relationship Management, and Operations Management whose input will be crucial in shaping the strategic direction of ICT in the organization. The CIO’s Office is also supported by a Resource Management Unit.

The main responsibilities of the CIO’s office include: • Alignment of the ICT function and DIST’s activities with the organization’s strategic

goals; • Alignment of technology with the ICT needs of UNHCR business; • Strategic planning and ensuring the delivery of effective and efficient ICT services; • Drive ICT innovation and modernization; • Support the Business Relationship function in the development of better business

systems and services; • Support Operations Management in the delivery of ICT Services; • Provide advice, guidance and support to the ICT Governance Board; • Oversee resource management and administrative support; • Direct Project Portfolio planning; • Overall management of the ICT function and performance reporting;

2.5.1 Resource Management Unit

The Resource Management Unit is responsible for the preparation of DIST’s budget submissions, reviewing field proposals, supporting budget and resource management, keeping track of financial expenditure and obligations, compiling financial analysis and projections and providing administrative support to all DIST Services and Sections. The Senior Resource Manager works closely with Heads of Service and Chiefs of Section, advise and assists the Executive Office of the CIO on all matters relating to Resource Management.

2.6 Technical Authority

One of the major changes driven by this organization design is the creation of the Chief Architect function – the Technical Authority. This function coordinates and guides all technical areas of expertise for ICT related matters within UNHCR and ensures that the organization’s ICT systems are integrated, up-to-date and sustainable. The Technical Authority: • Defines the future technical ICT architecture of UNHCR, develops the long term

technology roadmap for applications and infrastructure; • Defines technical ICT policies, standards, security arrangements and guidelines and

ensures their correct application throughout UNHCR; • Ensures that appropriate technical governance is in place to manage all ICT within

UNHCR; • Assesses the industry for new technologies, products and services with a view to

enabling UNHCR to benefit from such developments; • Researches and innovates – continual updates on standard builds, leveraging and use

of emerging technologies and trends within UNHCR;




• Manages the release of new technologies, systems, changes in infrastructure, applications and services into operation;

• Manages ICT Security, Risk, and Issues.

This Unit comprises the Chief Architect function which leads all matters related to Technical Authority and Governance. This function coordinates and guides all technical areas of expertise for IT related matters within UNHCR.

The ICT Security function and the Portfolio, Programme, and Project Office (P3O) fall under the responsibility of this Service.

2.6.1 ICT Security

The ICT Security Office works under the supervision of the Deputy Director to establish, monitor, and enforce security policies for both applications and infrastructure.

2.6.2 Portfolio, Programme and Project Office (P3O)

The Portfolio, Programme and Project Office (P3O) is responsible for adherence to the overall ICT governance processes by providing guidance and oversight to ICT Project Managers and others running projects with significant ICT components.

The P3O provides administrative support to the ICT Business Owner’s Committee and ICT Governance Board.

2.7 Business Relationship Management Service

This service focuses on developing and maintaining close working relationships with the rest of UNHCR business. It provides insight to the business on the best use of technology in delivering services, while ensuring DIST is providing the services needed. Within this Service there are three distinct functions: Business Relationship Management, Service Development and Project Management.

The key responsibilities of the Business Relationship Management Service include the following: • Ensure that the current ICT needs of UNHCR are being met by DIST services; • Identify the need for new or enhanced ICT applications or infrastructure services; • Ensure effective communication and engagement between DIST and all divisions and

bureaus in UNHCR; • Help divisions and Bureaux work effectively with DIST to apply ICT solutions achieve

UNHCR business objectives; • Develop and maintain a catalogue of Services in conjunction with other DIST functions; • Coordinate day to day interface with other UNHCR Bureaus & Divisions; • Work with the Business Owner Committee in the prioritization of requirements and

investments; • Communication to the rest of UNHCR on behalf of DIST to ensure common themes,

messages and standards; • Ownership on behalf of the UNHCR divisions of Service requirements; • Provide UNHCR divisions a concept development Service; • Provide a Service to develop new or amend current Services; • Develop Service Level Agreements and agree associated Service Level Targets within

in the Service framework; • Business requirements elicitation and discovery; • Business process design support; • Provide a requirements management service; • Advise UNHCR functions on the Technical Strategy and the opportunities and benefits

that maybe leveraged; • Help maintain alignment of ICT with the wider UNHCR strategic goals; • Support the business change management processes.

The Business Relationship Management Service is headed by a Deputy Director who is supported by three Senior ICT Business Relationship Officers: one for Bureaux for Africa and MENA; one for Asia, Americas and Europe; and one for HQs Divisions. The Business




Relationship Management Service also comprises a Service Development Section headed by a Chief based in Budapest and an ICT Project Management Section at Headquarters.

2.7.1 Service Development Section

This Section creates and builds capabilities for service development, maintenance and improvement. As part of the Business Relationship Management Service the Section takes a formal role in engaging the Business units dealing with protection and beneficiary data, finance, supply chain, and human resources. All ICT projects and work packages are provided with in-depth analysis and support including the design of new business and ICT processes, resolution of technical/operational issues that cannot be handled by the Global Service Desk, analysis of systemic problems and changes to ICT systems needed to ensure alignment with specific business processes. The Section, however, focuses mainly on the development of new capabilities and improvement of services rather than providing routine support.

The Service Development Section is the centre of DIST’s capacity for the management of experts. It focuses on getting good designs by helping the UNHCR business better articulate their requirements and matching these requirements with what is available in the ICT market place. In this process the Section utilizes the knowledge of its analysts (and where necessary external specialists) to ensure the development of systems and services that leverage technology for UNHCR than the simple acquisition of solutions offered by the market. This will help UNHCR become an “Informed Customer” who can inform Vendors of what is required rather than taking what is offered.

In certain technology areas where UNHCR has invested heavily, DIST has retained systems and application specialists to ensure that the organization gets the best out of these major investments. The service development section will also ensure, in collaboration with the Technical Authority, that service delivery meets the requirements through appropriate governance and testing, via controlled and authorized projects.

2.7.2 Project Management Section

This Project Management Section is headed by a Project Management Section Chief, who will lead the largest ICT projects that UNHCR undertakes. The section is staffed by two more project managers, who will also lead ICT projects. It is expected that additional project managers will be hired from external service providers as the need arises, whereas the three positions form the core of UNHCR’s ICT project Management capability, setting standards and procedures for all projects to follow.

Project managers build and lead teams composed of staff from throughout DIST and potentially other UNHCR divisions along with staff from the Managed Service Provider and possibly other third parties.

In particular the project managers work closely with staff from the Service Development Section, to plan and execute the delivery of new or enhanced services. In the case of smaller changes the staff from the service development group may lead small projects but will still follow the approach and methodology adopted by the Project Management Section.

2.8 ICT Operations Service

The third main structural component of the Division is the ICT Operations Service. This Service is headed by a Deputy Director who is responsible for the coordination and management of ICT operations and service delivery. The section is organized to provide and ensure effective service delivery at HQs and in the field. This Service consists of four sections; ICT Field Operations, ICT Customer Services, Technical Support & Monitoring and Vendor Management.

2.8.1 ICT Field Operations Section

ICT Field Operations constitute the largest component of DIST’s Operations Service. By creating a strong field service structure DIST brings services closer to UNHCR’s field operations. Single functional reporting lines have been created within DIST to ensure




ownership for tasks and decisions at every level and to pave the way for the provision of demand-driven, coherent, and integrated end-to-end ICT services.

Supported by other DIST staff, Regional Information Communications Technology Officers (RICTOs) located in a Service Hub or within a country operation provide second level support for all ICT infrastructure and applications at a regional and local level, in particular working with any local ICT staff. RICTOs receive technical and functional guidance and supervision from the Chief of ICT Field Operations in Geneva or the Head of the ICT Services Centre in Amman.

The Amman team will be supported by RICTOs from ICT Field Operations located in other hubs or in Country Operations.

2.8.2 ICT Customer Services and Service Hubs

The ICT Customer Services Section is responsible for the delivering operational services within UNHCR. This Section is on the front line of service delivery between DIST and UNHCR business. Customer services are provided from Geneva, Amman, Kuala Lumpur, and Panama City. The Service Centre in Amman has the largest area of service coverage and consequently the largest number of staff dealing with customer services.

The Customer Services Section: • Provides 1st Service Desk support from Geneva, Amman, Kuala Lumpur, and Panama

City to all UNHCR staff during normal working hours of the locations in which they work; • Ensures the provision of 2nd line technical and functional support from Amman, the two

Service Hubs and dedicated regional/country ICT staff who have responsibility for specific operations or regions. This support will include user administration for applications and infrastructure;

• Encourages and supports user self-service and self-help for applications and infrastructure;

• Has ownership of the Service Management processes and knowledge base and, encourage its use within DIST and the business;

• Manages delivery of desktop support.

Global Service Desk

Level 1 support for all ICT services (applications, infrastructure, etc.) is provided through the DIST Global Service Desk (GSD). The GSD has been restructured and strengthened as part of the DIST organizational change programme. This will remain an in-house function and is, therefore, not part of the scope of this RFP.

Location of Service Desk staff

DIST Global Service Desk staff is located in the following locations: • Geneva, 6 staff (including the Customer Services Chief and Senior Service Desk

Coordinator) • Amman, 8 staff • Kuala Lumpur, 2 staff • Panama, 2 staff

Service Desk coverage

The working hours of staff in each location is based on the office hours of that office. The intention is to provide “lights on” first level support. GSD staff will provide support irrespective of their location, e.g. staff in KL will pick up incidents logged by users in the Americas after the end of the normal business day in Panama. For completeness the GSD coverage is depicted in the following diagram:




GMT00

01

02

03

04

05

06

07

08

09

10

11

12

13

14

15

16

17

18

19

20

21

22

23

Kuala Lumpur Amman Geneva Panama Budapest

FRI SAT SUNMON TUE WED THU

Figure: 2: GSD coverage by location (GMT based, not adjusted for DST).

2.8.3 Technical Support and Monitoring Section

The Technical Support and Monitoring Section provides all ICT technical support including monitoring the ICT infrastructure and network operations, carries out configuration management on ICT equipment and networks, supports the infrastructure at Headquarters that cannot be managed remotely, and manage service levels for operational services.

Staffing levels: • Geneva – 10 staff members; • Budapest – 1 staff member;

Staff from the Managed Services Provider will be expected to integrate seamlessly with the UNHCR staff, providing capacity and skills augmentation for Level 2 activities.

2.8.4 Vendor Management Section

The primary responsibility of this Section is to define and design workable contracts with ICT Suppliers that deliver the Service offerings made by providers, and supporting the ICT Operations Service to ensure that goods and services are delivered. The Section also supports the Service Development function in Vendor selection, contractual negotiations and the creation of new services or changes to existing services. The Vendor Management Section also ensures clear communication of SLAs (Service Level Agreements) and associated Service Level Targets across DIST and UNHCR so that all parties are aware of the levels of expected Service.

This Section is led by a Principal Vendor Management Office who will work closely with the Client Engagement Manager from the Managed Service Provider to ensure all contractual aspects of the Managed Service are correctly managed.




3 Connect & Collaborate

“Connect & Collaborate” is the name given to the DIST ICT Infrastructure Upgrade Programme. This programme, launched in late 2011, aims to upgrade UNHCR’s aging ICT Infrastructure to a modern, flexible, scalable, and cost effective platform on which business services can be delivered.

Connect and Collaborate is governed by a project charter and roadmap. Key elements of those documents are included below, the full documents are included as annexes to the RFP.

3.1 Background

Information and communication technology plays a vital role in supporting UNHCR’s operations. The current infrastructure was designed in the 1990s when data networks and connectivity were too expensive or not available in many areas where UNHCR operates. Investment in information and communication technology in the past decade focused on the provision of basic connectivity to field operations and development of Enterprise application systems including MSRP, Focus, and proGres. While these systems provide the organization with the tools for better coordination in planning, implementation and monitoring of operational activities, their continued and effective use depends on the infrastructure on which they run. Investment on the infrastructure has been very minimal during the past ten years.

Key components of the infrastructure including bandwidth, office productivity tools, desktop and network operating systems, Local Area Networks and servers, as well as security support systems and computer hardware are outdated and in many cases not supported by their manufacturers. The ICT network is slow and does not provide effective support to demands particularly in the field. Staff has difficulty to exchange documents with outside interlocutors and benefit from online facilities such as training and development. The highly fragmented network, outdated equipment and software have heightened information security risks. The infrastructure has also become a major impediment for the introduction of new and value added tools and services such as instant/text messaging, social collaboration, video and teleconferencing.

The senior management of the organization has taken steps to address the problems and challenges presented above. In 2010 DIST launched a project to upgrade the bandwidth access to more than 110 UNHCR offices that depend on the VSAT Network. The bandwidth upgrade project was completed by the end of June 2011 more than doubling the total bandwidth available to the offices concerned. In February 2011 DIST launched a comprehensive infrastructure study which culminated in a draft Roadmap. The Roadmap inter-alia recommended the upgrade of all major components of the current infrastructure with up-to-date and forward-looking technologies, the setting up of a governance structure to implement the upgrade and allocation of the required resources. The Charter put in place provides a framework for further refinement of the planning, design and implementation of the new infrastructure in the coming years.

3.2 Objectives

The objectives of Connect & Collaborate are to: • Upgrade the office suite to improve productivity, facilitate seamless integration with

corporate applications and improve information exchange within the organization and with external interlocutors;

• Establish a reliable and secure infrastructure built on up-to-date hardware devices, networks and software products capable of meeting ICT needs of the organization at Headquarters and in the field;

• Rationalize and simplify the ICT infrastructure by providing services from centralized data centers, where possible and desirable, and introduce remote support and




management necessary for cost-effective and efficient management, service delivery and support;

• Improve ICT services across the organization by ensuring effective support for staff mobility and increased use of mobile devices;

• Introduce new value-added services such as Unified Communications and Social Collaboration and pave the way for ICT-supported innovation and modernization.

3.3 Scope

The scope of Connect and Collaborate is to: • Upgrade of the Microsoft Office Suite from the current Office XP (2002) version to

MS Office 2010; • Upgrade the Desktop/Laptop Operating System from MS Windows XP(SP3) to

MS Windows 7; • Migrate the Server Operating System from Novell Netware 6 and 6.5 to MS Windows

Server 2008 R2; • Migrate the corporate messaging system from GroupWise 7 to MS Exchange 2010; • Replace ageing Desktop and Laptop Computers at Headquarters and the Field; • Upgrade Field Office LANs through standardized cabling, the use of standardized

CISCO devices and servers to create fully managed LANs; • Deploy LANDesk Management Suite for asset and configuration management, remote

software deployment, and remote device management. • Deploy industry standard desktop, server and network management, virtualization,

service, asset and remote management software tools; • Upgrade the Headquarters (Geneva) LAN switching system to create a fully integrated

network that supports data, voice and video communications across the UNHCR network. The need for re-wiring of the MBT building will be determined after a technical review;

• Review and, as appropriate, rationalize the use of VSAT, MPLS and ISP services, routing and switching to create a streamlined, robust and effective Wide Area Network;

• Incorporate technologies for data backup, disaster recovery, and business continuity in the design and implementation of the new infrastructure;

• Ensure that the new infrastructure will support existing and planned enterprise applications including MSRP, Focus, and proGres. The actual integration of infrastructure components with these applications will be handled outside the infrastructure upgrade Programme;

• Review security risks and vulnerabilities and ensure that the emerging infrastructure is capable of supporting robust security management;

• Build and implement an integrated Active Directory for the entire organization • Identify and propose the development of policies and standards required for the

effective management of the new infrastructure.

3.4 Progress to date

At the time this RFP was issued, Connect and Collaborate is a well-established programme and is making good progress towards its goals.

By contract award, DIST expects that most of the new infrastructure will be in place in Headquarters and other Hub locations with rollout to the wider Field Office locations proceeding into 2013. The Managed Service Provider will be expected to integrate into this evolving infrastructure environment and to take over maintenance and support of the new platform as it is rolled out.




4 Introduction of ICT Managed Services

This section briefly outlines the rationale for UNHCR to move to Managed Services in general and ICT Infrastructure Managed Services in particular.

4.1 Rationale for Managed Services

ICT is a support function that enables UNHCR to do its core business. Consequently, UNHCR should not have to reinvent the wheel by designing, developing, and maintaining applications or infrastructure that is readily available on the market and should not retain staff to perform standard ICT functions that are readily available elsewhere. The main focus of DIST should rather be to understand the business needs for IT solutions and services and, to identify suitable, reliable, effective and efficient products that can be used to address the needs. Where customization is necessary to meet business needs, DIST should play a leading role in ensuring that such customizations undergo the appropriate governance and project management processes. This approach enables DIST to focus on delivering value added services to the organization and help directs scarce resources towards more pressing priorities.

Project Prometheus recognized the value to transition many internal services to external providers and have them delivered through a “managed service” model. Services which have become commodities in the IT industry and which can be provided in a more efficient and cost effective manner through managed services will be considered for transition. The engagement of such specialized external service providers will be managed in a cost-effective and efficient manner as UNHCR retains the technical authority and ICT architect functions as well as the requisite capacity to manage specialists and special services.

4.2 Managed Services Landscape

Based on a review of the DIST Service Catalogue from early 2011, the following services were identified as candidates for transition to a Managed Service: • Application development and support:

• PeopleSoft Enterprise Suite ERP from Oracle (Financials & Supply Chain, Human Resources and Global Payroll, EPM (Planning and Budgeting) and Enterprise Portal);

• PC & Web applications, including proGres v3 (Refugee Registration system) – mostly based on Microsoft .Net technologies;

• Intranet WCMS – based on Adobe (ex-Day) Communiqué; • Focus – Results Based Management and Budgeting – based on Java; • LiveLink EDMS from Open Text;

• Core ICT infrastructure: • HQs Data Centers; • Network Monitoring and Management, in conjunction with the other infrastructure

managed services or independently; • Local Area Networks, in particular in Geneva, Budapest, Amman and other centrally

managed LAN locations; • Desktop Services, including hardware support and standard applications support;

• Corporate messaging: • Corporate messaging (in the process of being transitioned from GroupWise to

MS-Exchange/Outlook); • Corporate Instant Messaging and Social Collaboration.




The overall scope of all potential ICT Managed Services is shown in the following diagram.

Figure: 3: High-level scope and Managed Services Requirements.

A further feasibility study and initial market testing conducted in spring 2011 determined that there was a strong market interest in bidding for these services and that there were sufficient benefits (cost and other) to go ahead. The study was less emphatic on how to present the full suite of potential managed services to the market (1, 2 or 3 lots) with advantages and disadvantages in each case. Following that study, UNHCR went ahead (summer 2011) and issued an RFP to select a partner for Applications Managed Services. The process was completed in late-2011 and the selected partner is currently in transition. Two other RFPs are currently in progress: VSAT managed services (closed and under evaluation) and Telephony and Videoconferencing (issued to the market).

At this time, UNHCR has decided to issue an additional RFP (this document) for the introduction of, and transition to, Managed Services for ICT Infrastructure Maintenance and Support.

DIST Services

Application Services (AS) ICT Infrastructure Services (IS) Client Services (CS)

02. User Management

03. Print Services

01. Service Desk

02. Application Development Services

01. Applications Support Services (Critical, Std, Other)

04. Install, Move, Adds & Changes (IMACs)

05. Telephony & Video Conferencing

06.Desktop services (HW & SW)

01.WAN - VSAT

Corporate Messaging (CM)

Generic Requirements (GN)

(Standard UNHCR

02.Problem Management

03.Change Management

01.Incident Management

05.Configuration Management

02.WAN - MPLS

03.WAN - ISP

04.Release Management

06.Business Continuity

� Software Fix-on-fail management

� Hardware Management

� System Security Updates (incl. anti-virus)

� Systems Maintenance � Mobile devices

� Asset management

� User training

� Mobile voice services

� Tele-conference services

� Video Conferencing services

� User training

� Installation, removal and disposal

� Arrange power points

� Install & configure network points

� Move existing ICT equipment

� Install, configure, de-install for off-site conferences

� User Print Services

� Peripherals Support

� User training

� Email services

� Mobile device data sync services

� Collaboration services � Security Services

� User training

� Application services

� Fix-on-fail support

� Preventative maintenance � Patches and minor upgrades

� Reports and Database queries

� Development Services � Request for Change (RFC)

� Implementation of RFC

� Release Management

� Test Management

� Joint Working and Reporting � Resourcing and Skills Availability

� WAN Provisioning

� End-to-End Network Management � Configuration and Policy Management

� Installation

� Network Support and Maintenance

� Wireless Networks � LAN Administration

� Network Security

� Installation / De-installation

� Network Support and Maintenance

� Wireless Networks � LAN Administration

� Network Security

� Installation / De-installation

� System hardware management and support

� System software management and support

� System Housekeeping Services � Storage Management and Capacity Planning

� Database Administration

� Backup and Restore Services � Reporting

� Data Centre Support and Maintenance

� Systems monitoring � System hardware management and support

� System software management and support

� System Housekeeping Services

� Storage Management and Capacity Planning

� Database Administration

� Backup and Restore Services � Reporting

07.Policy and Standards

(including Project Mgmt &Governance)

Legend Out of Scope for MS Project

In Scope for MS Project

03. General Requirements for Application Services

04. LAN - HQ

04. Server Management – Data Centre

05. LAN - Field

05. Server Management – Data Centre

06. Deep Field Communications




4.3 Core Infrastructure Managed Services

The diagram below expands the Infrastructure Service portion of the high level scope:

DIST

Infrastructure Services

Client Services

(CS)

Infrastructure

(IS)

Corporate

Messaging

IMAC (Instal,

Move, Adds,

Changes)

Desktop services

Data Centre

Services

Network Services

Installation, Removal, Disposal

Arrange power points

Install and configure network

points

Move existing ICT equipment

Install, configure, de-install for

off-site events

Software fix on fail

Hardware management

System security updates

Mobile devices

Asset management

User training

Data centre support and maintenance

Systems monitoring

Hardware management and support

Software management and support

Housekeeping services

Storage management, capacity

planning

System database administration

Backup and restore services

Disaster Recovery & Business

Continuity

Business continuity planning

Reporting

Network support and maintenance

Wireless networks

LAN administration

Network security

Installation and de-installation

Business continuity planning

Reporting

E-Mail services

Mobile device data sync services

Security Services

User training

Figure: 4: Infrastructure Managed Services overview.

The overall Infrastructure Services can be divided into four distinct service offerings with some common and generic requirements.

4.3.1 Data Centre Services

This service is intended to provide support and maintenance for all data centre services that are in operational use, as listed in the Infrastructure Service Catalogue, and which come under the responsibility of the ICT Operations Service, in particular the ICT Customer Services Section (which contains the Global Service Desk).

Work performed by this service will be expected to adhere to the ITIL Service Management processes in place and be fully integrated into LANDesk.

More details of the data centre support and maintenance service requirements are contained in Section 6.

4.3.2 Network Services

This service is intended to provide support and maintenance for all Network and LAN services that are in operational use, as listed in the Infrastructure Service Catalogue, and which come under the responsibility of the ICT Operations Service, in particular the ICT Customer Services Section (which contains the Global Service Desk).


More details of the Network and LAN service requirements are contained in Section 7.

4.3.3 IMAC Services

This service is intended to provide day to day Installation, Move, Addition, and Changes to standard infrastructure configuration items, including the necessary change control, asset and configuration management. When appropriate, it will also include rollout of new infrastructure services and support for other time driven events (e.g. conference facilities).

More details of the Network and LAN service requirements are contained in Section 8.

4.3.4 Desktop Services

This service is intended to provide support and maintenance for all Desktop services that are in operational use, as listed in the Infrastructure Service Catalogue, and which come




under the responsibility of the ICT Operations Service, in particular the ICT Customer Services Section (which contains the Global Service Desk).


More details of the desktop service requirements are contained in Section 9.

4.4 Corporate Messaging Services

This service is intended to provide support and maintenance for all Corporate Messaging services that are in operational use, as listed in the Infrastructure Service Catalogue, and which come under the responsibility of the ICT Operations Service, in particular the ICT Customer Services Section (which contains the Global Service Desk).


More details of the Corporate Messaging service requirements are contained in Section 10.

4.5 Transition to Managed Services

UNHCR recognizes that the transition process and its effectiveness will have a significant impact on the success of the on-going services. The following should be taken into account before and during the transition phase: • Develop a detailed transition plan showing clearly how ICT Infrastructure responsibility

will move from UNHCR to the managed service provider. • Knowledge transfer from key UNHCR staff to the managed service provider. • Provision of travel, visa, and other documents needed to have your staff on-site in those

locations where an on-site presence is required (both for the transition itself and for the steady state).

• Maintain steady operation of all existing services at the same levels of service during the transition of responsibility from UNHCR staff to the managed service provider.

• Complete the transition in as short a time as possible without jeopardizing the result.

We would expect you to be following a well defined and previously executed transition methodology. Your proposal should provide details of this methodology and case studies that demonstrate its success.

4.6 Service Window

UNHCR is looking to achieve similar or better service hours than at present and also to obtain better out of hours coverage.

The expectations are outlined in the following sections of this document, but are summarised here:

Service Core hours * Non-core Optimum

Data Centre Network and LAN Messaging

07:30 to 19:30 weekdays 00:00 to 07:30 and 19:30 to 24:00 weekdays 00:00 to 24:00 weekends (C1 & C2 incidents)

24x7

IMAC Desktop

07:30 to 19:30 weekdays 00:00 to 07:30 and 19:30 to 24:00 weekdays 00:00 to 24:00 weekends (C1 incidents)

24x7

Core hours will be based on the working week of the specific location, e.g. Monday to Friday in Geneva, Sunday to Thursday in Amman. During non-core hours, UNHCR will expect the




Managed Service Provider to provide coverage via an on-call service with a rapid response time for C1 level incidents.

4.7 Generic Requirements

The following diagram expands on the Generic Requirements for any managed service provision – including Infrastructure Managed Services.

Generic

Requirements

Incident

Management

Problem

Management

Change

Management

Release

Management

Configuration

Management

Business

Continuity

Policies and

Standards

Governance

Security

Figure: 5: Generic Services overview.

More details of the generic service requirements are contained in Section 11.




5 UNHCR ICT Infrastructure Landscape

This section provides an overview of the current infrastructure landscape that the managed services provider will be expected to take over. An exhaustive list of all Headquarters, Hub, and Field Office infrastructure is provided in Appendix B and in annexes to this document..

5.1 High-level topology

A high level organization-wide infrastructure diagram is provided below. A more detailed diagram is provided as an annex to this document.

5.2 Data Centre - Hubs

Today, UNHCR’s data centres are concentrated in Geneva, and Amman, with smaller hubs in Brussels, Budapest, and London.

The Geneva centre consists of two server rooms in the main MBT building with an offsite high availability, disaster recovery, and alternate routing hub located about 1km away.

Although the configuration of these hubs will change significantly with the move away from Novell (Netware and GroupWise) to Windows (Active Directory, Exchange, SharePoint, etc.) there is no current plan to look for an alternative hosting location for these services which will continue to be hosted on-site for the foreseeable future.

5.3 Network and LAN

As can be seen from the diagram above, UNHCR operates a large and diverse network. The Wide Area Network (WAN) components of this network are already running under




separate managed services contracts and are out of the scope of this RFP. However, the Headquarters LAN (Geneva, Budapest, Brussels, London) as well as LANs in field locations are within scope.

UNHCR’s current HQ and FO LANs are based on Novell Netware (6.0 or 6.5). As part of the Collaborate & Connect programme, these LANs will be migrated to Microsoft Windows 2008 Server R2. The managed service provider may be asked to participate in the migration from Novell to Windows but will be expected to manage the new HQ and FO LANs post migration.

5.4 Desktop

At the time of writing, the standard UNHCR desktop computer is running Windows XP (SP3), MS-Office 2002, and Novell GroupWise (email). MS-Office 2010 (under Windows XP) has been rolled out in Headquarters (Geneva, Budapest) and is being distributed to Field Office locations since February 2012.

As part of Connect & Collaborate all UNHCR desktop PCs will be migrated to Windows 7 using Microsoft Office 2010, including Outlook, as the standard configuration.

The managed service provider may be asked to participate in the migration from Novell to Windows but will be expected to manage the new HQ and FO desktops post migration.

5.5 Disaster Recovery and Business Continuity

At present, only HQ in Geneva has a general strategy for Disaster Recovery and Business Continuity from an ICT perspective.

All core ICT services are assessable over the Internet which avoids the need to be physically present in the Geneva offices for most activities and business tasks. A DR data centre in Geneva provides essential backup and recovery.

The ICT Services Centre in Amman, when fully operational, will have a backup server room – but is it located in the same building as the main data centre.

Connect & Collaborate intends to strengthen the overall DR & BC capability and to ensure that essential ICT services in Field Offices are covered as much as possible.

5.6 Categorization of UNHCR Office locations

In order to be able to provide a level of service to all UNHCR offices that is commensurate with the size and role of that office within the overall organizational footprint, offices have been categorized into four groups.

A full list of all UNHCR office locations and their categorisation (from an ICT perspective) is included as an annex to this document.

5.6.1 Hubs

Headquarters and other hub locations with large concentration of staff and ICT equipment will warrant on-site support on a day to day basis. Data Centres will typically be located at these locations and will be hosting applications and other services that are accessible to a wide user base either within UNHCR or externally (e.g. Internet services, email relays, etc.).

At present the following locations are considered as hubs: • Geneva, Headquarters • Amman, ICT Services Centre

Because of the direct connectivity to Geneva, the following three locations can also be considered in the “hub” category, although their location and infrastructure is more in line with a “category A” location. • Budapest, Global Service Centre • Brussels • London




5.6.2 Category A

These locations will comprise UNHCR’s Regional and Branch Offices that are typically located in capital cities and to which good communications is available. In addition, we would expect typical Infrastructure Managed Service Providers either to have a local presence in these locations or to have a local representative that could provide services on their behalf.

These locations are unlikely to require full-time on-site staff, but would expect a quick response and short turn-around for incident resolution.

Remote access (over VPN connections) to the local infrastructure (LAN and managed desktops) should be possible once UNHCR has fully upgraded its ICT Infrastructure in line with Connect and Collaborate.

Including the three offices mentioned above, 102 locations are categorized as Category A.

5.6.3 Category B

These locations will typically be outside capital cities and will comprise smaller offices with fewer staff. Depending on connectivity it may still be possible to provide support and maintenance without a physical presence.

72 locations are categorised as Category B

5.6.4 Deep Field

These locations are physically remote and often in locations that may require special security clearance for travel or movement. Communication links to these locations may be limited.

In most cases, UNHCR would expect to support these locations ourselves, usually with UNHCR staff on the ground. We would expect the Managed Service Provider to be able to provide remote telephone support to the local staff.

274 locations are categorized as Deep Field.

5.7 Target Infrastructure Landscape

Detailed information about the future network landscape is provided in annexes to this document. • Data Centre Infrastructure Detailed Design • Field Office Pilot Detailed Design • Logical and Physical Design • FO Pilot Sites Connectivity • SAN Detailed Connectivity

Where relevant, these documents also provide information on the existing infrastructure and provide a direct comparison with the future design.

5.8 Out of Scope Infrastructure Services

The following infrastructure and related services are out of scope for this iteration of Managed Services. They may be introduced at some later stage, e.g. at the end of the current service agreement.

5.8.1 Transfer of Data Centre Services

As part of this Managed Services contract, UNHCR does not intend to further outsource its current in-house data centre services. Rather, the Managed Service Provider should plan to take over responsibility of on-site management of the existing data centres.

5.8.2 WAN Services (VSAT, MPLS)

UNHCR has well established managed services with external providers for WAN services over VSAT and MPLS and intends to retain these service providers at this time.




The selected partner(s) will be expected to seamlessly integrate their services at the appropriate touch points with the existing providers and work together to resolve incidents and problems that may occur.

5.8.3 Print Services

UNHCR has previously awarded a separate contract for managed print services. The successful bidder will be expected to work with this partner to ensure a smooth integration of all services in particular Desktop.

5.8.4 Telephony, Unified Communication, and Video C onferencing

UNHCR currently has an RFP in the marketplace for these services. The successful bidder will be expected to work with this partner to ensure a smooth integration of all services.

5.8.5 Externally hosted applications

UNHCR has previously decided to run some software applications using a SaaS model. As these applications are already hosted externally and provided as a service there are no plans to change this. As a result the infrastructure to support these applications is to be considered as out of scope for this RFP.

However, the links to and from these SaaS applications are within the scope of this RFP. The successful bidder will be expected to support and maintain the UNHCR component of these links and to work with the third-party service provider on specific support issues and any SOWs raised to support an authorized Change Request.

5.8.6 Global Service Desk

Level 1 support for all ICT services (applications, infrastructure, etc.) is provided through the DIST Global Service Desk (GSD). The GSD has been restructured and strengthened as part of the DIST organizational change programme. This will remain an in-house function and is, therefore, not part of the scope of this RFP at this time.

However, longer term DIST wants to provide Level 1 ICT support on a 24x7 basis so that all UNHCR operations irrespective of their location or time-zone can avail of a high-quality Service Desk support. This could include transitioning the existing Service Desk to a Managed Service Provider.




6 Data Centre Service Scope

This section describes the services that UNHCR is expecting to receive as part of the Data Centre component of Managed Services.

This section includes provision of support and administration services for all server hardware, Operating systems and other software products related to all Servers located in the Data Centres in Geneva, Budapest, and potentially Amman. As the managed LAN/WAN network is extended it will potentially include all UNHCR Field Offices with local server installations (i.e. those that qualify as a data centre).

6.1 Support Services

The Managed Service Provider shall provide support and administration services for all server hardware, Operating systems and other software products related to all Servers in-scope in Headquarters and Field Office locations, including documentation by following ITIL Service Management processes and as per guidelines and policies as defined or agreed by UNHCR. The sub-services include, but are not limited to:

• Data Centre Support and Maintenance; • Systems monitoring; • System hardware management and support; • System software management and support; • System Housekeeping Services; • Storage Management and Capacity Planning; • Database Administration; • Backup and Restore Services; • Reporting.

6.1.1 Data Centre Support and Maintenance

• The Managed Service Provider shall maintain a stable live data centre environment in order to achieve the applicable service levels stated in performance metrics section of this document.

• Items in-scope shall include all infrastructure elements and systems contained within the data centre related to the servers in-scope defined above.

• The Managed Service Provider shall perform routine administration and maintenance of the UNHCR’s Data Centre facilities, and to this effect shall: • Undertake corrective maintenance ensuring that all problems are raised and logged

centrally. • Ensure that all products and tools that support live operations comply with the

defined technical standards, policies and procedures, and with government regulations.

• Pro-actively inform UNHCR if the operational environment in the data centre is unsuitable and action is required.

• Provide interface with relevant UNHCR teams to help ensure the fitness of the Data Centre accommodation and operational environment conditions.

• Maintain a log of all data centre accesses. • Maintain an inventory of on-site spares for critical quipment. • Prepare and update Standard Operating Procedures (SOPs).

6.1.2 Systems monitoring

• The Managed Service Partner shall ensure that all System monitoring functions are periodically performed like: • Performance / uptime monitoring. • Log monitoring.




6.1.3 System hardware management and support

The Managed Service Provider shall: • Provide support and administration services for all server hardware including

installation, maintenance and monitoring of the products including but not limited to: • Patches for server hardware firmware and BIOS. • Updates to server hardware firmware and BIOS.

• Be responsible for all upgrades to server hardware. • Manage and liaise with third party suppliers of server hardware. • Produce and maintain a Capacity Plan covering all systems and proactively inform

UNHCR of the need for any changes. • Perform a periodic health check on all hardware. • Maintain a list of all users with system level privileges.

6.1.4 System software management and support

The Managed Service Provider shall: • Provide support and administration services for all operating systems including

installation, maintenance and monitoring of the products. • Perform routine upgrades to the Operating Systems. • Perform proactive maintenance of Server. • ?? Operating Systems to minimize impact of any potential shortcomings. • Ensure that appropriate approval is obtained from UNHCR prior to application of any

vendor patches and/or upgrades. • Manage and liaise with 3rd party suppliers for provision of OS software. • Deploy, configure and secure operating systems in use by UNHCR to vendor

recommended best practice or other agreed standards. • Ensure that any software security related patches for Operating Systems or ancillary

software is deployed in an agreed timely manner. • Implement monitoring of all Operating System. • Maintain a list of all users with system level privileges. • Ensure all application certificates are renewed and installed.

6.1.5 System Housekeeping Services

• The Managed Service Partner shall ensure that all System administration functions are periodically performed like: • System / file cleanup. • Server reboot as needed.

• The Managed Service provider shall also: • Maintain firewall rules and policies. • Perform periodic intrusion detection testing and remediation. • Monitor supplier websites for critical security alerts and patches.

6.1.6 Storage Management and Capacity Planning

• The Managed Service Provider shall provide managed storage area network and related storage services to include but not limited to: • The creation and assignment of storage space to servers and services. • Provision of storage connectivity including the installation of HBA, Switches, fibre

connections. • Replication, where necessary, of SAN storage Logical Unit Numbers to remote

locations. • Reallocation of Storage. • Storage capacity monitoring including alerting when utilization exceeds at

prescribed levels.

6.1.7 Database Administration

For databases within the scope of the Infrastructure Managed Services:




• The Managed Service Provider shall provide database management, support and administration services including installation, maintenance, rebuilding indexes, tuning and monitoring of the database.

• The Managed Service Provider shall pro-actively inform UNHCR of the need for changes in the size of the databases or the need to perform re-organization, due to indicative business growth, new developments, application enhancements or if opportunities for performance optimization are available.

6.1.8 Backup and Restore Services

• The Managed Service Provider shall operate a data backup and recovery service for the UNHCR Data Centre in accordance with backup and recovery policy and Performance Targets.

• Align with UNHCR Disaster Recovery and Business Continuity Policy – agree and maintain the backup policy and procedures in line with UNHCR standards and Performance Targets.

• Back-up system according to agreed Backup Schedule – once authorized by UNHCR, set up, schedule and carry out relevant back-ups of all User and system data that is held on the servers according to agreed Backup Schedules with UNHCR.

• In the event of a backup failure, load and unload back-up media at the Data Centres and in the backup storage devices in accordance with the backup policy and procedure, restore lost or damaged files and retain back-ups of standard PC system build data.

• Carry out replacements of backup media in line with the manufacturers’ guidelines and/or diagnostic information produced as a result of backup and restore processes.

• Recycle media at end of agreed retention period and replace where operationally desirable (e.g. wear and tear) according to policy agreed with UNHCR.

• Where possible, ensure that data restore is tested on a regular basis to verify integrity of backups and back-up media according to an agreed schedule with UNHCR.

6.1.9 Reporting

• The Managed Service Provider shall provide regular performance monitoring reports (frequency to be agreed) on server uptime, SAN usage, incidents, and other performance metrics agreed.

• The Managed Service Provider shall provide input into the Capacity Planning exercise to ensure that the Data Centre is sized at the level required for the services to be provided.

• On request by UNHCR, the Managed Service Provider shall produce ad-hoc reports related to server and data centre service management aspects

6.2 Implementation of new Data Centre services

The Managed Service Partner is expected to be actively involved in the development of new Data Centre services.

Any service delivery will follow the agreed ICT Project and Governance process. The Managed Service Partner would be expected to be involved in all aspects of the service development and to provide work and cost estimates as part of the approval process.

It is likely that this facility will only be used once the basic infrastructure managed services have stabilized.

6.3 Service Window

The Managed Service Provider is expected to perform data centre maintenance (hardware and software) minimizing the impact on operations. This may require scheduling outages at lower usage periods, e.g. nights or weekends. This should be part of the base service and not incur any additional (e.g. overtime) costs.

All changes to the systems (hardware and software) should be based on an approved Change Request (or Emergency CR). The Managed Service Provider is expected to follow the established CAB and ITIL procedures when implementing a Change Request.




6.4 Minimum and Optimum operating hours

The minimum on-site support in all Data Centre locations will be based on a “lights-on” approach covering the extended working day (i.e. 12 hours from 07:30 to 19:30) at each location with on-call support outside these hours.

Optimum on-site support would be for a full 24x7 service but UNHCR recognizes that this may not be affordable at this stage.

Remote support and maintenance may be possible outside of core hours or in locations where there is insufficient equipment to warrant a full on-site support service. This will need to be agreed and established in advance based on the service level agreements.

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Managed Service Provider - on-site coverage Managed Service Provider - optimum coverageManaged Service Provider - on-call Amman Service Centre only

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Figure: 6: Minimum and optimum Data Centre support operating hours.

6.5 Services out of Scope

At the present time, there is no plan to move the existing UNHCR data centres or infrastructure to a third party hosting provider.




7 Network and LAN Service Scope

This section describes the services that UNHCR is expecting to receive as part of the Network and LAN component of Managed Services.

This service is the operations of the current HQ managed LAN environments and associated infrastructure elements for all Users on managed LANs (presently in Geneva, Budapest, Amman, Brussels, and London offices). As the managed LAN/WAN network is extended it will potentially include all UNHCR Field Offices.


The Managed Service Partner shall provide management, maintenance and support of the current operational LAN environments and associated infrastructure elements at all in-scope locations, including documentation by following ITIL Service Management processes and as per guidelines and policies as defined or agreed by UNHCR. The sub-services include, but are not limited to: • Network Support and Maintenance • Wireless Networks • LAN Administration • Network Security • Installation / De-installation • Reporting

7.1.1 Network Support and Maintenance

• The Managed Service Partner shall perform the on-going support and delivery of all local networks, and ensure end-User and server connectivity in order to achieve the performance criteria specified for all Services.

• The Managed Service Partner shall perform maintenance on all local network infrastructure components in line with the equipment manufacturers and/or UNHCR guidelines and ensure that firmware is kept current and security patches are applied: • Network equipment components include but are not limited to, routers, firewall and

load balancers, switches, hubs, modems and patch panels. • Other LAN components comprise the Traffic prioritization, Network Client Services,

Network Monitoring servers, software and Scripts, networking protocols, address management, name resolution services.

• The Managed Service Partner shall administer the cable and patch panel management and perform patching to resolve problems or reconfigure the LAN. The Managed Service Partner shall make recommendations on patches released by Manufacturers.

• The Managed Service Partner shall ensure that any maintenance action leading to a Scheduled Outage or a noticeable degradation of service is planned via the appropriate Change and Release Process in order to minimize disruption to the service.

7.1.2 Wireless Networks

• The Managed Service Partner shall manage and support a wireless LAN for visitors and UNHCR staff at the UNHCR premises including but not limited to the HQ locations listed in the annex to this document.

7.1.3 LAN Administration

• The Managed Service Partner shall maintain the UNHCR’s IP addressing scheme and continuously support the implementation of optimal policy-based routing policies and architecture.

• The Managed Service Partner shall allocate IP addresses when necessary and maintain the register of used and available IP addresses at UNHCR.

• The Managed Service Partner shall provide simple rule-based and/or intelligent filtering of traffic between different network segments along the following principles:




• Create an IP-enabled network infrastructure supporting the injection of all traffic over IP, IP encapsulation and IP tunneling.

• Maintain clear physical and logical boundaries. • Limits complexity in top level routing. • Allow peering architecture and addressing hierarchy between the locations. • To include where appropriate traffic shaping and prioritization of IP based traffic • To include, where appropriate, segmentation and implementation of networks using

variable/fixed length subnet masks. • Maintenance and creation of V-LAN IDs. • Maintenance and creation of Multi Link Trunks. • To create, where appropriate, multicast address and support for one to many

network broadcasts. • The Managed Service Partner shall implement access and authentication controls

relating to the management and configuration of all intelligent components of the network.

• The Managed Service Partner shall support the creation of an IP-centric organization enabling the convergence of all traffic, including IP voice and video

• Where appropriate maintenance and creation of Internet Protocol version 4 and 6 address spaces.

7.1.4 Network Security

• The Managed Service Partner shall ensure that wherever the UNHCR Network connects to other networks, the Managed Service Partner shall co-operate with the relevant parties to ensure that appropriate security is put in place with a view to protecting the Network and its components from malicious attack and unauthorized access.

• The Managed Service Partner shall also ensure that users on the Network are prevented from making malicious attacks on other networks.

• The Managed Service Partner shall monitor the Network for any attempted or actual security breaches.

7.1.5 Installation / De-installation

• Where installation / De-installation has been required and confirmed by UNHCR, the Managed Service Partner shall be responsible for the complete set of associated works in line with Health and Safety requirement, and shall liaise with appropriate teams within UNHCR to this effect.

• The Managed Service Partner shall manage the installation / De-installation and testing as needed of all LAN changes in accordance with the procedures in place, updating the relevant documentations to reflect the changes, and informing Global Service desk of the impact of the change. • Where works may be carried out by Third Parties appointed by the Managed

Service Partner, the end-delivery of the project remains the responsibility of the Managed Service Partner. The Managed Service Partner shall be responsible for the resolution of faults during installation and commissioning, and provide all necessary warranty and documentation.

• Where works may be carried out by Third Parties appointed by UNHCR, the Managed Service Partner shall have the responsibility to provide an efficient service interface for the successful end delivery of the works. The Managed Service Partner shall remain responsible for the Service Support functions post-installation and the Service Management aspects, e.g. Configuration and Capacity Management.

• An installation comprises any of the following elements: • Installation of structured cabling system, floor outlets and data points • Installation of equipment cabinets and active equipment in computer rooms and in

the network • Installation of drop leads, patch cords, fibre patch cords for the connection of PCs,

printers and server equipment and any other network peripheral connected to the structured cabling system




• Installation of Network Interface Cards (NICs) and modems to networked equipment (physical and logical connection).

• All LAN (including both fixed wired and wireless networks ) design, installation and testing works supplied by the Managed Service Partner will have to comply with international standards (IEEE and ISO) including but not limited to: • Prevalent Standards specified UNHCR • ISO 8802.3 1000 Mbps Gigabit Ethernet • ISO 8802.3 100BASET operating at 100Mb/s • ISO 8802.3 10BaseT operating at 10Mb/s • Structured cabling utilizing TIA/EIA-568-B or Category 5 e standards • Fibre connectivity including single mode and multimode including FC and SC

termination • Provision of secure wireless networking operating 802.11 (B/G/N) – utilizing WPA-2

and other approved security authentication

7.1.6 Reporting

• The Managed Service Provider shall provide regular performance monitoring reports (frequency to be agreed) on network and LAN uptime, incidents, and other performance metrics agreed.

• The Managed Service Provider shall provide input into the Capacity Planning exercise to ensure that the networks are sized at the level required for the services to be provided.

• On request by UNHCR, the Managed Service Provider shall produce ad-hoc reports related to network and LAN service management aspects


The minimum and optimum operating hours for Network and LAN services are the same as those for Data Centres (i.e. on-site for 12 hours per day from 07:30 to 19:30) with on-call services outside these hours.

7.3 Implementation of new Network and LAN services

The Managed Service Partner is expected to be actively involved in the development of new network and LAN services.



7.4 Out of scope Network and LAN Services

None.




8 IMAC Services

This section describes the services that UNHCR is expecting to receive as part of the IMAC2 component of Managed Services.

The scope of IMAC services covers all authorised users in all UNHCR locations.


The Managed Service Partner shall provide IMAC services to all authorised users in the in-scope locations by following ITIL Service Management processes and as per guidelines and policies as defined or agreed by UNHCR. The sub-services include, but are not limited to: • Installation, removal and disposal. • Arrange power points. • Install & configure network points. • Move existing ICT equipment. • Install, configure, de-install for off-site conferences.

8.1.1 Installation, removal and disposal

• The Managed Service Partner shall be responsible for the installation of all of UNHCR’s user workstations, ensuring that all installation components have been received and are available.

• Installation items shall include, but are not limited to: • Site requirements check, e.g., desk space, power, network availability, etc. • All necessary User pre-requisites check. • Complete installation within a single visit to the relevant location. • Coordinated disposal for replacement if necessary. • Performing preliminary and installation testing. • Removal of all packaging materials. • Feedback to the LAN services on any issues concerning capacity limits (including

port, network sockets and network addresses) or associated performance issues. • All relevant Service Management activities, e.g. Change and Configuration

Management (including asset management), Capacity Management, etc. • User sign-off.

• Installation items shall include but are not limited to: • Laptops and Desktops including monitors together called Workstation. • Associated peripherals as required. • Network port activation. • Assignment of a TCP/IP address. • Access to all authorized applications (and data transfer if necessary).

• Where specified by UNHCR, the Managed Service Partner shall configure desktop machines with accessibility features to enable users with special needs to access their required desktop environment.

• The Managed Service Partner shall be responsible for the disposal process on request from UNHCR, via the Global Service Desk. Disposal shall comprise of, but not limited to: • Removal of Desktop Equipment and Peripherals. • Network port deactivation. • De-assignment of IP addresses. • Feedback to the LAN services. • User sign-off.

• The Managed Service Partner shall be responsible for checking security of installation in line with UNHCR Security Policy and associated standards before commissioning.

• The Managed Service Partner shall familiarize the User with new User equipment and gain their acceptance of the Installation.

2 Often referred to as MACD (Move, Add, Change, Delete).




8.1.2 Arrange power points

The Managed Service Partner shall • Work in coordination with the relevant UNHCR (General Services) or other external

teams to arrange the installation of any additional power points required to install new equipment.

• Take responsibility for ensuring power points are installed in time for the equipment to be connected.

8.1.3 Install & configure network points

The Managed Service Partner shall: • Work in coordination with the relevant UNHCR or other external teams to install new

voice and data network points, including associated cabling and patching. • Configure live voice and data network points that are required to install ICT equipment,

including necessary network and telephony cable patching.

8.1.4 Move existing ICT equipment

The Managed Service Partner shall: • Move ICT equipment from its current location to a new location and perform all work

required to reconnect the equipment to the appropriate network. • Test the installation of the equipment and perform user acceptance for user equipment • Shall obtain a Sign-off from the User(s), once the activity is complete.

8.1.5 Install, configure, de-install for off-site c onferences

• The Managed Service Partner shall perform all of the above described activities including user sign off as necessary for setting up, configuring, operating and de-installing off-site conferences. The equipment includes, but is not limited to: • Laptops and Desktops including monitors • Associated peripherals if requested • Network cabling • Network port activation • Assignment of a TCP/IP address • Access to all authorized applications (and data transfer if necessary). • Liaise and coordinate with all 3rd party hosts of meetings to ensure that services are

provided • Provide on-site support for the duration. • Note: these types of meetings are normally set up and dismantled at weekends

8.1.6 Maintain the Asset Management Register

The Managed Service Partner shall: • Ensure that all equipment movements are correctly reflected in the Organization’s asset

register (MSRP/PeopleSoft) and configuration database (LANDesk Management Suite). • Ensure that all disposals are carried out in accordance with established UNHCR

practices, are submitted to the Asset Management Board for approval prior to disposal, and that disposals are correctly reflected in the asset management register.


The minimum and optimum operating hours for IMAC services are the same as those for Data Centres (i.e. on-site for 12 hours per day from 07:30 to 19:30) with on-call services outside these hours.

8.3 Implementation of new IMAC services

As new infrastructure services are introduced, the appropriate IMAC service will need to be included in the overall service offering.




8.4 Out of scope IMAC Services

The following services that would typically be included in IMAC services are out of scope for this RFP: • Print services. • Telephony and videoconferencing.




9 Desktop Service Scope

This section describes the services that UNHCR is expecting to receive as part of the Desktop component of Managed Services.

The scope of Desktop services covers all authorised users in all UNHCR locations. All UNHCR authorised desktop and laptop devices (together called Work Stations) and UNHCR issued mobile devices (Tablets, Smart Phones) are in-scope of Desktop services.


The Managed Service Partner shall provide both remote and on site Desktop services as required to all authorised user Work Stations and peripherals by following ITIL Service Management processes and as per guidelines and policies as defined or agreed by UNHCR. The sub-services include, but are not limited to: • Basic Desktop Services • Software Fix-on-fail management, including 2nd Level support for standard applications

including global messaging; • Hardware Management; • System Security Updates (incl. anti-virus); • Systems Maintenance; • Mobile devices (all approved mobile devices not limited to tablets or smart phones); • Asset management and Configuration Management; • User training.

9.1.1 Basic Desktop services

The Managed Service Partner shall: • Ensure that Users are able to:

• Store and retrieve information from a local and/or network storage area permissible by their access privilege as defined by UNHCR.

• Choose printers, connected locally or on UNHCR Network within their access privilege, and are able to print.

• Obtain information on the print status and also to manage their jobs in the print queue.

• Ensure that File capabilities are defined for each User according to the read/write privileges defined by UNHCR.

• On User request, recover data from backup, when a User loses data and is not able to recover it.

9.1.2 Software Fix-on-fail management

• The Managed Service Partner shall provide fix-on-fail support by following the Service Management processes for the Users including: • Resolution of Incidents relating to standard install applications. • The Managed Service Partner shall be responsible to restore Workstations to their

standard configuration as needed. • Resolution of incidents relating to Workstations and mobile devices that require

changes including but not limited to: � Application / system configuration. � Application installation and distribution in line with the approved Workstation

image. � Restoration of network configuration, standard printer configuration,

standard drivers and other approved accessories and peripherals as needed in coordination with Print Services team.

� Other 2nd level support activities including, but not limited to Reconfiguration, archiving and errors in macros, driver installs and upgrades, etc.




• In case of a Microsoft software error, the Managed Service Partner shall be responsible for providing and operating a workaround as the case may until such time as the error is diagnosed, fixed, tested and installed.

• Any new hardware / software that is introduced must follow the agreed Change and Release Management processes

• The Managed Service Partner shall update all relevant documentation when applying any changes to the standard Workstation software

9.1.3 Hardware Management

The Managed Service Partner shall: • Be responsible for coordinating with relevant teams within UNHCR for the provision of

system hardware, accessories and peripherals used in delivery of the services in line with UNHCR standards and for ensuring that it is fully supported and maintained.

• Ensure that as changes are made to the Workstation hardware have followed the Change and Release management processes and do not cause a negative impact on applications and processes and that they continue to operate efficiently.

• Advise UNHCR of suggested changes to standard hardware configurations. Such changes may only be effected by following the Change and Release management processes with the explicit written approval from UNHCR. Managed Service Partner shall ensure that the relevant documentation is updated accordingly.

• Not introduce any hardware or software for use as system hardware until such hardware/software has been approved by UNHCR.

• Follow the approved Change and Release Management process for any new hardware / software that is introduced.

• Replace any non functioning item of client hardware (including mobile devices) with a functioning unit. The Managed Service Partner shall treat each component of the client hardware such as a monitor or a base unit separately.

• Draw up a schedule of preventative maintenance to the hardware in line with good industry practice for agreement with UNHCR, The Managed Service Partner shall ensure that preventative maintenance is scheduled outside Business Hours or as otherwise agreed with UNHCR to minimise disruption to users and ensure continued provision of the services. The Managed Service Partner shall be responsible for carrying out preventative maintenance to client hardware in accordance with the agreed schedule.

9.1.4 System Security Updates (incl. anti-virus)

The Managed Service Partner shall: • Provide and maintain Virus protection software in line with UNHCR standards that will

protect the workstation from viruses that may be introduced to the network and the client environment by any means. The Managed Service Partner shall update the relevant documentation with details of any such software.

• Actively monitor threats to the workstation and shall take all reasonable actions in line with industry best practice to protect UNHCR from new threats as they emerge. This includes cases where the user is connected directly to the secure company network, by VPN or connected directly to the internet from a UNHCR mobile device.

• In case of a virus attack / infection on a User workstation/mobile device; ensure that the infected file(s) is(are) quarantined and / or the User workstation/mobile device is disconnected from the UNHCR network as needed to avoid the spread to other workstations connected to the network.

• Ensure that updates to Virus signatures for Virus protection software are distributed to and installed on all workstations/mobile devices that are connected to the network within four hours of such update or upgrade being made available for distribution after Service acceptance.

• Provide reports setting out the number, name and location of viruses that have been automatically detected and eradicated. Such reports shall be included in the standard Monthly Service Report or as requested.




9.1.5 Systems Maintenance – Provision of Software

The Managed Service Partner shall: • Distribute new software builds (desktop and laptop images) and for Mobile devices as

needed that are required in line with changes to the UNHCR standards. • Support UNHCR’s Standard Operating Environment, workstation builds and, if specified,

bespoke Workstation builds, group policies and their associated logon scripts and logon / log-off facility and configuration standards as defined by UNHCR.

• Record and track all software used by them to deliver the services. • Ensure that all software provided or distributed by them is maintained in fully functional

condition. • Be responsible for ensuring that suitable license arrangements are in place for all

software deployed. The Managed Service Partner shall be responsible for the ongoing management and monitoring of license usage in order to ensure that such usage is both legal and efficient, including the enablement of license re-deployment to minimize license costs. The Managed Service Partner shall provide evidence when requested by UNHCR.

• Ensure that only authorized Users have access to specific software in line with UNHCR standards.

9.1.6 Systems Maintenance – Maintenance and Support of Client Software

The Managed Service Partner shall: • Notify when software patches, fixes and maintenance releases or ad-hoc software

releases are necessary and agree a timescale for their distribution following the Change, Release and Deployment processes.

• Distribute, apply and test the software patches, fixes and maintenance releases or ad-hoc software releases as required.

• Repair or the assign (in coordination with Global Service Desk) to the appropriate resolution group any client software that is not fully functional.

• Provide preventive maintenance and analysis including, but not limited to: • Acting on software patch releases as appropriate. • Scheduling downtime. • Root cause analysis. • Trend analysis. • Identification of repeating faults/known errors. • The above will follow the Problem, Change, Release and Deployment processes.

9.1.7 Mobile devices

The Managed Service Partner shall: • Ensure that all the UNHCR owned mobile devices are included and maintained as part

of the agreed Asset Management process. • Track the mobile devices with their corresponding contract and the user it is issued to.

9.1.8 Asset management and Configuration Management

The Managed Service Partner shall: • Ensure that the Asset Register compiled by the Managed Service Partner includes,

either physically or logically, information on all physical hardware assets in use within UNHCR ICT Environment.

• Work with UNHCR to ensure that the information in the Asset Register includes information of the Asset owner, Asset Class, and other Asset attributes.

• Ensure that the Asset Register reflects the up-to-date situation and is periodically maintained.

• Work with UNHCR to perform an audit of the Asset Register at least every six months to ensure that the details of Assets recorded therein remain accurate and up-to-date. The Managed Service Partner shall ensure that UNHCR has full access to the results of such audits once those results are available.

• Document the processes for ensuring that change to Assets is performed in a controlled and managed manner and protects the accuracy of information in the Asset Register.




• Maintain, as a component of the Asset Register, an audit trail of all changes in Assets. The audit trail shall include information relating to planned, ongoing and completed changes. The Managed Service Partner shall record changes in location, configuration, and usage and where the Asset has been subject to a Problem or Incident.

• Ensure that all information in the Asset Register is available to UNHCR and shall provide summary reports on request.

9.1.9 User training

• When new equipment and/or devices are made available to the Users, or when the User procedures are changed, the Managed Service Partner shall ensure that User training and/or documentation is put in place in agreement with UNHCR.

• The Managed Service Partner shall undertake User training as appropriate. Activities involved in the delivery of this service include, but are not limited to: • Provide User training plan in agreement with UNHCR. • Ensure Users are notified of date, location etc. of the training. • Provide documentation / manuals for training purposes. • Training on both the use of the equipment, and also on how to improve the use of

the service. • For all the services provided by the Managed Service Partner, they shall coordinate with

the relevant UNHCR teams to administer the complete training service from request for training through to evaluation of the training delivered and shall make the results of all evaluations available to UNHCR.

9.2 Software tools

The Managed Service Provider is expected to use the desktop management tools that are already established at UNHCR. This includes the LANDesk: • Service Desk • Management Suite • Patch Manager.


The minimum and optimum operating hours for Desktop services are the same as those for Data Centres (i.e. on-site for 12 hours per day from 07:30 to 19:30) with on-call services outside these hours.

9.4 Implementation of new Desktop services

The Managed Service Partner is expected to be actively involved in the development of Desktop services.



9.5 Out of Scope Desktop Services

The following services that would typically be included in IMAC services are out of scope for this RFP: • Print services. • Non-standard software installation or support.




10 Corporate Messaging Service Scope

This section describes the services that UNHCR is expecting to receive as part of the Corporate Messaging component of Managed Services.

This service includes all aspects of the email service including licenses and supporting the server side but excludes hardware and operating system; collaboration tools include any networked collaboration tools supporting all Users in the Headquarters and Field locations across UNHCR footprint.


The Managed Service Partner shall provide support services for Email, Instant Messenger, web email access, etc for all Users at all in-scope locations, including documentation by following ITIL Service Management processes and as per guidelines and policies as defined or agreed by UNHCR. The sub-services include, but are not limited to: • Email services (including calendar, Mail relay and filtering services). • Mobile device data sync services. • Collaboration services. • Security Services. • User training.

10.1.1 Email services

The Managed Service Partner shall: • Resolve incidents relating to email service that require changes including but not limited

to: • Application / system configuration. • Operational aspects including availability, performance and stability.

• Queue and retain email in the event of a failure in the mail server or a connection, in order to prevent messages from bouncing. The Managed Service Partner shall gradually transmit queued email upon resolution of the problem to avoid overloading the servers.

• Support email requirements of varying complexity, in terms of load and volume. • Provide and support instant messenger services to all Users. • Provide and support web email services to all Users. • Support a management interface which provides, but is not limited to the following:

• Configuration tools allowing UNHCR to set policies, rules and routing requirements • Email activity trends, such as daily, weekly, monthly, and yearly volumes and

patterns. • Email cleaned, deleted or rejected. • Management of user and domain permissions. • Real-time service statistics and availability data. • User and company domain activity.

• Provide proactive filtering of incoming email for viruses, spam, malware, phishing, directory harvest, denial of service.

• Provide Email messages relay service for other UNHCR applications requiring SMTP service.

• Ensure that any changes made have followed the Change and Release management processes and do not cause a negative impact on applications and processes and that they continue to operate efficiently.

• Update all relevant documentation in line with UNHCR policy and procedures. • Manage disk quotas for individual mail boxes. • Perform capacity planning. • Perform backup and recovery of data.




10.1.2 Mobile device data sync services

The Managed Service Partner shall: • Ensure that all UNHCR approved mobile devices including, but not limited to

Smartphones, Tablets, iPhone, Blackberry devices and PDAs and their associated ancillary equipment if any are able to synchronize with the UNHCR email systems.

• Ensure that these devices are appropriately configured for the Users.

10.1.3 Collaboration services

The Managed Service Partner shall: • Provide support for Users for all approved collaboration tools that includes but not

limited to: • Application / system configuration. • Application installation. • Operational aspects including availability, performance and stability.

• Be responsible for providing support to all approved collaboration tools including any 3rd party software.

• Update all relevant documentation in line with UNHCR policy and procedures.

10.1.4 Security Services

The Managed Service Partner shall: • Implement security procedures to preserve the confidentiality and integrity of all email

traversing UNHCR network. These include, but are not limited to, authentication, encryption, and access restriction as required.

• Perform periodic reviews of the existing email policy.

10.1.5 User training

• When new equipment and/or devices are made available to the Users, or when the User procedures are changed, the Managed Service Partner shall ensure that User training and/or documentation is put in place in agreement with UNHCR.

• The Managed Service Partner shall undertake User training as appropriate. Activities involved in the delivery of this service include, but are not limited to: • Provide User training plan in agreement with UNHCR • Ensure Users are notified of date, location etc. of the training • Provide documentation / manuals for training purposes • Training on both the use of the equipment, and also on how to improve the use of

the service. • For all the services provided by the Managed Service Partner, they shall coordinate with

the relevant UNHCR teams to administer the complete training service from request for training through to evaluation of the training delivered and shall make the results of all evaluations available to UNHCR


The minimum and optimum operating hours for Corporate Messaging services are the same as those for Data Centres (i.e. on-site for 12 hours per day from 07:30 to 19:30) with on-call services outside these hours.

10.3 Implementation of new Corporate Messaging services

The Managed Service Partner is expected to be actively involved in the development of new network and LAN services including integration of messaging with IP telephony, instant messaging, presence notification, unified messaging, etc. which are the subject of another RFP.






10.4 Out of Scope Corporate Messaging Services

The following services that would typically be included in IMAC services are out of scope for this RFP: • Telephony and videoconferencing.




11 Generic Requirements

The following generic requirements apply to all aspects of Infrastructure Development, Support and Maintenance.

11.1 Service Management Processes

The Managed Services Provider shall provide the contracted service by following Service Management Processes as defined by UNHCR or in the absence of a Process, by following best practice conforming to the ITIL v3 standards in agreement with UNHCR. The Managed Services Provider is expected to follow or interact as required, with the processes including but not limited to: • Incident Management • Problem Management • Change Management • Release Management • Configuration Management • Demand Management • Service Portfolio Management • Service Acceptance • Financial Management • Service Level Management • Supplier Management • Capacity Management • Service Catalogue Management • Availability Management • ICT Security Management • ICT Service Continuity Management • Major Incident Management • Service Request & Access Management • Continuous Service Improvement • Service Measurement & Reporting

11.2 Business Continuity

The Managed Services Provider is expected to follow the Business Continuity processes as per guidelines and policies defined by UNHCR. Any process defined for the delivery of services shall conform to the relevant UNHCR BCP processes and approved by UNHCR.

The Managed Services Provider shall provide a single point of contact for all matters related to Business Continuity services.

The Managed Services Provider shall provide Business Continuity Management and be responsible for: • Ensuring that Business Continuity (BC) and Disaster Recovery (DR) Plan integrate with

business continuity plans across UNHCR and, if required, other pertinent organizations. • Ensuring that appropriate business continuity and disaster recovery plans for all

Managed Services Provider processes, infrastructure and systems required to ensure that Service Levels are met.

• Ensuring that all BC and DR plans are reviewed and agreed at least annually with UNHCR.

• Ensuring that all BC and DR arrangements are tested to standards agreed with UNHCR at least annually.

The Managed Services Provider shall provide results of BC and DR tests and status of proposed or agreed changes arising from these with UNHCR and other agreed the bodies like, but not limited to the audit committee.




11.3 Policy and Standards

The Managed Services Provider shall provide UNHCR with a single point of contact (SPOC) for all Contract Management matters, and a clear escalation path on all services provided.

The Managed Services Provider shall provide UNHCR with a Reporting process, highlighting key individual responsibilities, dependencies and escalation path. The Managed Services Provider shall advise of any change to the Management Structure through the life of the Contract.

If necessary, the Managed Services Provider shall, jointly with UNHCR, draft Service Levels for new areas of service prior to implementation and for proposed changes to existing Service Levels.

For Projects awarded to the Managed Services Provider: • The Managed Services Provider shall manage the Project using an agreed and

recognized project management methodology in line with UNHCR standards and policies.

• The Managed Services Provider shall provide product descriptions during the planning cycle for all products to be produced in line with agreed project management methodology.

• The Managed Services Provider shall follow the project management processes, ITIL based Service management processes that have been defined by UNHCR Project office, or in its absence, follow a process with the prior approval of UNHCR.

11.4 Annual Review

The Managed Services Provider shall cooperate with UNHCR for the production of annual review reporting, which shall be available no later than 4 weeks after the end of the annual anniversary of the contract award date.

The annual review shall include all reporting elements of the Service Management processes including but not limited to: • Managed Services Provider’s overview of the reporting year, e.g. key service

improvements, cost savings, delivery of particular services or applications, SLA performance, benefits delivered to customers, major changes, and upgrades.

• Financial overview of the reporting year, to include all key financial KPI’s summarized for the year including network and desktop costs through the year as appropriate, savings achieved over previous year, etc.

• Service Overview of the reporting year to include summaries of: • Performance Monitoring; • Capacity Management; • Availability Management; • Financial Management and Billing; • Incident Management; • Problem Management; • Change and Release Management; and • Configuration, Asset and Inventory Management.

• Summary of customer satisfaction surveys undertaken through the year.

For projects and new services: • Key projects and new services delivered in the year; • Innovation and solutions presented to UNHCR; • Project Performance summary.

11.5 Monthly Report

The Managed Services Provider shall cooperate with UNHCR for the production of a monthly service report to be available no later than 10 working days after the first working day of the month.

The monthly report shall be concise and in readable electronic format.




The details of the monthly service management report would include. • RAG (Red, Amber, Green) status of all contract areas; • Performance against SLAs; • Major incidents; • Change Requests; • Business and service improvement plans; • Configuration management changes; • Preventative maintenance report; • Changes to Assets and inventories; • IMACs report; • Networks and Applications availability; and • Security issues report.

11.6 Project and Development Performance

The Managed Services Provider shall provide regular performance monitoring reports (frequency to be agreed) on infrastructure service development and maintenance productivity, timeliness of delivery of projects / releases, software quality, reliability of estimates and reasons for variations between estimates and actuals.

11.7 Ad hoc reports

On request by UNHCR, the Managed Services Provider shall produce ad-hoc service or financial reports within a timescale of up to two days for any of the contracted Services

11.8 Satisfaction Survey

The Managed Services Provider shall cooperate with UNHCR to conduct Satisfaction Surveys at mutually agreed intervals to measure User satisfaction with the support and delivery of the services at all levels of the organization.

11.9 Access to Infrastructure

UNHCR will provide access to all Production and non-Production environments for all ICT infrastructure within the scope of this RFP. When working from remote sites (off-site support) the Managed Services Provider will ensure that adequate security is in place to safeguard UNHCR infrastructure and data. This will include, amongst others, ensuring that all remote access is via VPN or other secure links.

If, for ease of support and maintenance, the Managed Services Provider needs to replicate locally any infrastructure components, they will ensure that this is done in an isolated and dedicated container logically and physically separated from any in-house equipment. The Managed Services Provider must request and obtain UNHCR’s permission beforehand.

11.10 License and asset management

For all work performed from UNHCR’s premises, UNHCR will provide standard office facilities to support and maintain the infrastructure.

For all work performed remotely by the Managed Services Provider from their own premises (off-site), the Contactor will be responsible to provide desktop support, communications links with adequate bandwidth, and all software and hardware necessary to support the UNHCR infrastructure. This includes any UNHCR infrastructure that the Contractor replicates for support or development purposes.

As described under the specific service descriptions, the Managed Service Provider is expected to maintain the asset register for all UNHCR assets under its mandate.

UNHCR will maintain control and ownership of all software licenses and the relationship with the respective software vendors.




11.11 Vendor management

The Managed Service Provider will be expected to manage the day to day relationship with suppliers and the underpinning contracts for support and maintenance of software and hardware under their control. This will include: • Coordination with vendors for support services. • Logging and monitoring incidents and problems with OEM suppliers. • Escalation of incidents and problems as required ensuring speedy resolution or the

provision of an acceptable work-around pending resolution. • Managing any assets sent for repair or replacement- • Periodic review, with UNHCR, of the vendor’s performance against the SLAs in the

under-pinning contracts.

The Managed Service Provider may be asked to participate in contract and SLA negotiation but the primary responsibility will remain with UNHCR.




12 Infrastructure Skills Inventory

For service development projects UNHCR intends to issue Statements of Work (SOWs) to the Managed Service Provider either for the delivery of a turn-key solution (at an agreed fixed price), or on a Time and Materials basis.

For T&M based SOWs, we would expect the Managed Service Provider to work off a pre-established rate card based on the specific skills required.

This section outlines the skill sets that we envisage requiring as part of the overall Infrastructure Managed Services contract.

12.1 Service Development

This category includes the profiles that may potentially be required to assist UNHCR/DIST to develop new infrastructure services or to perform future upgrades the existing ICT infrastructure and associated services.

Senior Infrastructure/Network Specialist:

• Tasks: • Performs complex design, engineering, implementation, maintenance, and upgrade

of the HQ data center servers, local area network (LAN) and/or wide area network (WAN), and/or security infrastructure located at HQ

• Required skills: • Experience in designing, developing, and implementing new virtual environments

based on virtualization technologies such as VMWare, Hyper-V, iSCSi/FC SANs • Experience with iSCSi/FC NetApp SAN storage systems • Experience with WAN optimization • Strong background in LAN and WAN TCP/IP networking environment and

experience designing, developing, installing, managing and monitoring network security and routing solution including Checkpoint firewalls and CISCO routers.

Senior Microsoft Systems Specialist:

• Tasks: • Provide expertise for any project that requires integration with Microsoft Windows

Servers, SQL Server, IIS, SharePoint, and/or Microsoft Active Directory. • Required skills:

• Experience (min 8 years) current and recent versions of Microsoft Windows Server and associated components.

• Microsoft Active Directory. • Microsoft SQL Server, including BI services and integration. • Microsoft SharePoint Server, including workflow services. • Microsoft Dynamics CRM. • Microsoft Server Certification.

Junior Microsoft Systems Specialist:

• Tasks: • Provide expertise for any project that requires integration with Microsoft Windows

Servers and Desktop, and/or Microsoft Office. • Required skills:

• Experience (min 4 years) current and recent versions of Microsoft Windows Server and Desktop OS.

• Current and recent versions of Microsoft Office, Outlook, and associated software. • Microsoft Server Certification.




Microsoft Exchange Specialist:

• Tasks: • Provide technical leadership, standards and best practices during infrastructure

design and implementation phases of Microsoft Exchange 2010. • Work with the managed service provider to ensure all proprietary and third party

applications properly integrate with the firm’s network infrastructure. • Perform data migration from legacy email to Microsoft Exchange 2010 • Integration of third party software to Microsoft Exchange including but limited to

Microsoft SharePoint, OpenText LiveLink, and Blackberry BES. • Required skills:

• Strong experience in designing, implementing and optimizing Microsoft Exchange system over MPLS and VSAT WAN

• Proven migration experience of legacy messaging systems to Microsoft Exchange platform.

• Microsoft Exchange 2010 certification.

Microsoft Active Directory Specialist:


design and build phases of the Microsoft Active Directory service. • Work with the Applications and Infrastructure teams to ensure all proprietary and

third party applications properly integrate with Microsoft Active Directory. • Required skills:

• Strong experience in designing, implementing and optimizing Active Directory services over MPLS and VSAT WAN for 300+ nodes global network infrastructure and proven architectural experience with LDAP infrastructures and naming service.

• Strong experience in migration and integration with Novell eDirectory and Open LDAP.

Infrastructure Security Specialist:

• Tasks: • Perform infrastructure security audits • Perform penetration tests • Document exposure threats, risks, prevention and mitigating actions • Advice on preventative and corrective actions to take • Prepare security policies • Assist in infrastructure system design

• Required skills: • Experience (10 years +) in management, design, and development of security

aspects of business critical infrastructure; • Experience in all aspects of network and ICT infrastructure security; • Knowledge of PKI, encryption, certificates, etc.; • CSSA / CSSM certification a distinct advantage.

12.2 Service Design

Technical Analyst:


design, build, migration and deployment phases; • Analyze and scope the area of analysis, working with project managers and

business sponsors to clarify the level and complexity of the business analysis effort needed for a new project;

• Select the appropriate elicitation techniques to efficiently identify critical business requirements;

• Conduct effective requirements reviews to improve the quality of requirements deliverables;




• Build strong relationships with project stakeholders. • Required skills:

• Experience (10 years +) in management, design, and development of business critical infrastructure.

• Experience (10 years +) in infrastructure platform migration and deployments with expert knowledge in network design, storage, backups, security and monitoring technologies.

• Previous experience in UN, International or other humanitarian organization process will be a distinct advantage.

• Excellent command of spoken and written English. • Relevant Project Implementation experience involving all stages of a project life

cycle. • ITIL Change control procedures. • Ability to carry out information gathering exercises, document results and compile

project deliverables, such as requirements definition, fit-gap analysis, cost-benefit analysis, feasibility studies, project vision and strategic planning.

• Interpersonal skills required include: � Ability to work in a truly multicultural environment; � Ability to organize and carry out workshops/brain-storming sessions with

clear objectives; � Good communication skills and able to explain and present complex topics

to audience of variety level of IT expertise; • Expert knowledge of IT productivity tools, such as MS Office, (Word, Excel,

PowerPoint), and process documentation tool(s) such as Visio, MS-Project;

Infrastructure/Network Architect:

• Tasks: • Contributes to ensuring that UNHCR has an appropriate IT architecture to meet the

strategic direction of UNHCR. • Creating roadmaps that will deliver convergence to the new architecture. • Monitoring progress against roadmaps to ensure desired outcomes are achieved • Define standards related to the infrastructure architecture. • Identify the impact on other systems of new proposed infrastructure changes and

undertake a gap analysis to define areas of discrepancy. • Required skills:

• Experience (10 years +) in management, design, and development of business critical infrastructure.

• Large Network Infrastructure architecture and design experience across multiple technologies: Hardware Platform, Enterprise Storage, Virtualization, Security, Software tools and Automation.

• Experience in management of Internet-based real-time applications. • Strong project management skills with multi-faceted teams.

12.3 Service Support and Operations

In addition to some of the skill profiles included under Service Development and Service Design.

Telecommunications Professional:

• Tasks: • Deploy various telecommunications solutions in accordance with UNHCR

standards; Be responsible for monitoring and maintenance of various telecommunications systems deployed by UNHCR in the field and HQ;

• Install, configure and commission conventional and digital RF systems in accordance with UNHCR requirements, ITU standards and local regulations;

• Install, configure and commission satellite earth stations in accordance with UNHCR requirements, ITU standards, EMC/GVF recommendations and local regulations;

• Integrate telephony solutions into the new or existing network infrastructure, ensure their survivability and interfacing with VSAT, WAN, PSTN as described in project documentation of UNHCR;




• Deploy wireless communications solutions, video surveillance systems, manage cabling and infrastructure projects, install power systems in accordance with UNHCR standards, requirements of manufactures and local regulations; Liaise with authorities to timely obtain required permits and authorizations;

• Perform diagnostics and repair of hardware problems pertaining to the HCR telecommunications equipment;

• Assess and provide recommendations on standard telecommunications hardware specifications;

• Assist in the analysis and definition of telecommunications solutions for systems under development;

• Provide information on availability of support packs, relevant firmware updates. Ensure that software and firmware of associated telecommunications systems is updated in order to comply with the latest UNHCR guidelines on security and performance.

• Install and configure Tele- and Video conferencing solutions in accordance with UNHCR standards;

• Be ready/responsible to administrate (create updates and guidelines etc.) and schedule Tele- and Video conferences but also develop a best practice in accordance with our existing- and future resources.

• Be prepared to work outside normal working hours in order to conduct installations, maintenance and other infrastructure support activities;

• Liaise with technical units within DIST concerning deployment, configuration and troubleshooting of telecommunications equipment and solutions;

• Ensure that performance of telecommunication solutions in compliant with maintenance contracts and SLA provisions; Liaise with UNHCR technical units for timely resolution of incidents;

• Apply a variety of specialized software tools to remotely access, monitor, support and configure data and voice network components;

• Perform LAN administration functions when required; Provide support to ICT services of UNHCR in solving connectivity and data infrastructure problems;

• Extended experience with TCP/IP networks, VPN, firewalls, routers and information security procedures; Ability to use network analysis tools;

• Maintain asset database within the area of technical responsibility; Assist in decommissioning of obsolete equipment as required by UNHCR regulations;

• Generate telecommunications reports (periodic, mission, etc.); • Provide support to staff on the use of telecommunications equipment, advise on

best practices and communications standards, explain troubleshooting and safety procedures;

• Provide telecommunications advice to implementing partners of UNHCR. • Required skills:

• Experience (5+ years) in installing, configuring and managing telecommunications equipment in large and complex environment within standard operating procedures.

• Experience in LAN and WAN TCP/IP voice and data infrastructures, experience managing and monitoring network performance;

• Proven ICT project management experience; • Experience in customer services and the ability to provide a professional interface

with the user community. Good interpersonal skills. • Experience in managing and keeping up to date information in a stock control /

asset management system. • Proven ability to trouble-shoot networking issues and provide viable solutions or

temporary work around to keep the data and voice solutions operational. • Proven ability to perform problem management and root cause analysis. • Proven ability to work with attention to details and under pressure. • Proven experience of working in large organizations with a multicultural

environment.




Mobile Device Specialist:

• Tasks: • Configure mobile devices, create and deploy security and device management

policies based on the organization's standards and corporate policies, carry out functionality and configuration tests on devices as well as on mobile applications and solutions, troubleshoot problems and support devices including iOS (Apple), Blackberry (RIM), Android (Google) and Windows Mobile (Microsoft);

• Design user interface architecture and workflows, develop mobile applications, integration with web services, back-end connectivity to databases and other applications, develop API platforms for existing services.

• Required skills: • In-depth hands-on experience in configuring, pushing out device management and

security policies, troubleshooting (both client side and server side) and supporting one or more mobile devices including iOS (Apple), Blackberry (RIM), Android (Google) and Windows Mobile (Microsoft)

• Strong Experience with enterprise-level mobile device and applications management / synchronization

• Strong concept & data visualization and interaction design skills including task flows, user object models, wireframe etc.

• Strong experience with IDE and SDK tools including Eclipse, Xcode, iOS SDK, Android SDK etc.

• Experience with front-end programming languages including PHP, .NET, Java, etc., with back-end databases including MS SQL Server, MySQL, and with mobile technologies such as Mobify and PhoneGap.

12.4 Project management

This category includes the profiles that will be required to manage and run the upcoming infrastructure upgrade and migration projects. UNHCR/DIST will be looking for a partner with a proven track record in the successful implementation of large ICT infrastructure projects and with a strong pool of resources to support those activities.

Project Manager:

• Tasks: • General project management of an ICT Infrastructure project. • Report to the DIST CIO and project sponsor on the status of the project.

• Required skills: • Sound Project management experience (min. 5 years) with a proven track record. • Excellent consulting skills in terms of managing client expectations; being tenacious

and inquisitive; proactive and a ‘can do’ attitude. • Proven experience within ICT infrastructure implementation, upgrade, and migration

projects. • Considerable experience in ICT project methodologies, tools and methods; • Certification in a recognized Project Management methodology, PMP, PRINCE2,

etc. • Excellent command of English, written and spoken. • Good interpersonal skills: communications skills, organizational skills and people

management abilities and techniques. • Coordinate meetings with end users and work closely with the project owners,

users, functional and technical teams. • Manage issues, risks, etc. • Create high quality project documents and charts.

Programme Manager:

In addition to the skills of the Project Manager: • Tasks:




• Coordinate and manage a series of parallel ICT infrastructure projects as a consolidated programme, ensuring that each individual project is successfully completed.

• Report to the DIST CIO and to the ICT Governance Board on the overall status of the infrastructure programme.

• Required skills: • A minimum of. 10 years’ experience as a successful project and programme

manager with a proven track record managing large (value, resources, scope, time, etc.) programmes and projects related to ICT infrastructure upgrades and migrations.

• Excellent and communication abilities, comfortably interacting with Senior Management, Operational and Client personnel at all levels.

• Proven leadership to deliver to commitments (financial and otherwise) and share the value of the company.

• Professional and approachable management style, with a results orientated attitude. • Business focused and commercially aware, yet retaining extensive technical

knowledge and awareness of current and emerging technologies. • Highly developed client facing skills, able to negotiate at a senior level, establishing,

developing and maintaining strategic business relationships. • Skilled Programme/Portfolio Manager with in-depth knowledge and experience of

implementing ‘best practice’ methodologies i.e. MSP, Prince2, Six Sigma, CMMI and DSDM.

• Proactive people manager – establishing teams, motivating and empowering personnel, transferring skills, mentoring management and leading from the front.

• Worked within the guidance provided by the UK OGC “Managing Successful Programmes” (or equivalent).

• Understanding or practitioner level in ITIL, CobiT, M_o_R, TOGAF, etc. • Experience in setting up and working with a P3O (Portfolio, Programme, & Project

Office). • Ability to maintain a Risks Register for the projects within the Programme.

Projects, Programme Planner & Scheduler:

• Tasks: • Assist the Project and Programme managers to plan and schedule the tasks related

to ICT Infrastructure projects. • Prepare project status reports. • Maintain the project risks register. • Required skills: • Proven experience working within a P3O to manage the projects and programme

resource usage matrices. • High level planning of projects and programmes • Preparation and delivery of project related reports to management. • Skills in planning, scheduling, in particular the ability to:

� develop and integrate a planning template based on the in-house project methodology;

� produce programme and project level planning protocols; � design the template in such a manner as to ensure the production of

reliable and standardized 'Management Information' and Key Performance Indicators;

� identify and manage all Project/Programme interdependencies; � pass on planning skills to appropriate members of the permanent staff; � facilitate coordination of the assumptions, risk, issue, dependency and

change control logs within the consolidated programme level plan and Risk/Issues log;

� support project managers during the transition to or the initial use of the template;

� produce a programme level consolidated plan of active projects; � prepare initial plans for future projects circa 2012/2013 and consolidate

them into a programme plan;




� manage planning governance and good practice; � project manage development and roll out of the planning protocols,

governance and training; • Specific applications skills in MS-Project, MS-Visio, MS-Office, etc.




13 Service Levels and Performance Targets

This section outlines the organization’s expectations for Service Level Agreements and Performance Targets.

In responding to this RFP, you should provide details of how you manage SLAs and Performance Targets in existing managed service engagements and how you would adapt to the expectations of UNHCR.

13.1 Criticality and Priority Matrices

Based on the ITIL framework, UNHCR has defined and uses criticality levels for Incident management and escalation, and has defined priority levels for Change Management.

The Service Level Agreements that DIST will establish with its customers will reflect these matrices and will also underpin the SLAs that DIST will expect to establish with the Managed Services Provider for ICT Infrastructure.

13.1.1 Impact

Impact is common to both Incident Management and Change Management. The following table describes the levels of impact that are considered.

Rank Description

Severe (UNHCR wide) Impact is Organizational wide or Multiple Business Units.

Significant (Country, Division) Impact affects Country(s) or Division(s) or Multiple Business Units.

Localized (users) Single office or less than 20 users.

13.1.2 Incident Criticality

UNHCR uses the following matrix to determine the criticality of an incident or service failure. Within LANDesk, the same criticality levels are applied to incidents.

Severe(UNHCR wide)

Major(Country, Division,

or Bureau)

Localised(User level)

High C 1 C 2 C 3

Medium C 2 C 3 C 4

Low C 3 C 4 C 5

IncidentCriticality

Urgency

Impact

Figure: 7: Incident Criticality Matrix.

In the sections that follow, proposed SLAs and performance targets are given.

13.1.3 Change Priority

All Requests for Change have a Priority assigned that is based on the impact and urgency of the requested change. Impact is as described for Incidents.




13.1.4 Urgency

The following table describes the levels of urgency that are considered:

Rank Description

Immediate Organization disruption and /or degradation of business critical services. Treat as Emergency change.

High Severely affecting large numbers of users or some key users. No workaround available.

Medium No severe impact but rectification cannot be deferred until the next scheduled release/maintenance window or upgrade.

Low A change is justified and necessary, but can wait until the next scheduled release/maintenance window or upgrade.

13.1.5 Priority Matrix

The following diagram shows how the combination of Impact and Urgency are used to assign Priority to a Change Request.

Severe(UNHCR wide)

Major(Country, Division,

or Bureau)

Localised(User level)

Immediate Emergency Emergency Major

High Major Major Minor

Medium Minor Minor Minor

Low Standard Standard Standard

RFCPriority

Impact

Urgency

Figure: 8: Priority Matrix.

The following table defines the Response Level that is expected for a Request for Change based on its Priority.

13.1.6 Response Levels

The following table describes the response levels expected for RFCs based on their relative priority.

Response Level Priority Description

C 1 Emergency Organization disruption and /or degradation of business critical services, i.e. Emergency Change

C 2 Major Severely affecting large numbers of users or some key users. No workaround available, i.e. Urgent Change

C 3, C 4 Minor

No severe impact but rectification cannot be deferred until the next scheduled release/maintenance window or upgrade, i.e. Extended Scheduled Change or Urgent Change

C 5 Standard All Non-Emergency changes, i.e. Local, Pre-approved and Scheduled

It is important to realise that RFCs classified as Priorities of Emergency, Major, or Minor will result in an Emergency CAB as the implementation of the change cannot wait until the next scheduled release/maintenance window.




13.2 Objectives of Service Level Agreements

The objectives of these Service Level Agreements are to: • Create an environment that is conductive to a co-operative relationship between the

Managed Service Provider and UNHCR and to ensure the effective support of our end-users.

• Document the responsibilities of both parties. • Ensure that UNHCR receives a high-quality service. • Define the service level expected of the Managed Service Provider, thereby reducing

the risk of misunderstanding. • Institute a formal system of objective service level monitoring and measurement,

thereby ensuring that reviews of the SLAs are based on factual data.

13.2.1 Service Level Monitoring

The success of service level agreements depends fundamentally on the ability to measure performance comprehensively and accurately so that credible and reliable information can be provided to customers and support areas on the services provided.

Service factors must be meaningful, measurable, and monitored constantly.

Service level monitoring will be performed by the Managed Service Provider. Report will be produced as and when required and forwarded to UNHCR for review.

Service level monitoring and reporting is performed on response times as outlined in the following sections.

13.3 Service Level Agreements for Infrastructure Support Activities

The following are considered as the baseline service levels and performance targets for Infrastructure Support and Maintenance activities. All times are assumed to be working hours based on the locations where the service is provided. We would encourage you to propose mechanisms whereby DIST could extend the hours of service given to our user community.

13.3.1 Level 2 Response Time (time to intervene for incidents)

Definition : The time from when Global Service Desk assigns an incident to the service provider, to the time the service provider responds confirming to the incident originator that the incident has been assigned to an appropriate functional/technical analyst and is being worked on.

Criticality Support typeData Centre,

Network & LANIMAC,

DesktopMessaging

on-site 15 mins 15 mins 15 mins

on-call 15 mins 30 mins 15 mins

on-site 60 min 60 min 60 min

on-call 60 min 120 mins 60 min

on-site 120 mins 120 mins 120 mins

on-call next business day next business day next business day

C 1

C 2, C 3

C 4, C 5

Figure: 9: Level 2 Response Time.

13.3.2 Level 2 Restore Target (time to resolve inci dents)

Definition : The time from when Global Service Desk assigns an incident to the service provider, to the time that the service is resumed, a workaround is agreed, or a Problem remediation plan is agreed.




CriticalityData Centre,

Network & LANIMAC,

DesktopMessaging

C 195% within 2 hours; 100% within 8 hours

95% within 2 hours; 100% within 8 hours

95% within 2 hours; 100% within 8 hours

C 2, C 395% within 4 hours;

100% within 12 hours95% within 4 hours;


100% within 12 hours

C 4, C 595% within 8 hours;



100% within 16 hours Figure: 10: Level 2 Restore Time.

13.3.3 Problem Management, Root Cause Analysis, and Proposed Remediation Plan

Definition : The time taken for root cause analysis to be completed and an appropriate remediation plan to be proposed for the relevant service level and criticality.


Network & LANIMAC,

DesktopMessaging

C 195% within 5 days;

100% within 10 days95% within 5 days;

100% within 10 days95% within 5 days;

100% within 10 days

C 2, C 395% within 10 days; 100% within 15 days

95% within 10 days; 100% within 15 days


C 4, C 595% within 10 days; 100% within 20 days



Figure: 11: Problem Management Remediation Target.




13.3.4 Service Request Response Time (time to inter vene for service requests)

Definition : The time (in core working hours) from when Global Service Desk assigns the Service Request to the service provider, to the time the service provider responds confirming to the RFS/RFI originator that the Service Request has been assigned to an appropriate functional/technical analyst and is being worked on.


Network & LANIMAC,

DesktopMessaging

C 1 1 hour 4 hours 4 hours

C 2, C 3 4 hours 8 hours 8 hours

C 4, C 5 8 hours 16 hours 16 hours

Figure: 12: Service Request Response Time.

13.3.5 Information Request Resolution Target

Definition : The time taken for an RFI to be answered with the appropriate information.

CriticalityData Centre

Network & LANIMAC

DesktopMessaging

C 195% within 2 hours; 100% within 1 day

95% within 4 hours; 100% within 2 days


C 2, C 395% within 4 hours; 100% within 2 days



C 4, C 595% within 8 hours; 100% within 4 days



Figure: 13: Information Request Resolution Targets.

13.3.6 Service Level Compliance

Service level compliance will be measured and reported on a monthly basis and will be calculated as the percentage of items within the agreed target level to the total number of items.

For example:

100%Response xmonththeinreceivedcallsofnumberTotal

timeresponsestipulatewithintorespondedcallsofNumber=

On completion of the transition to steady state managed services operation, the compliance levels may be used to manage the performance regime, including penalties for poor service achievement.




13.4 Service Level Agreements for Infrastructure Development Activities

The following are considered as the baseline service levels and performance targets for Infrastructure Development activities.

13.4.1 Work Request Response Time (time to interven e for change requests)

Definition : The time from when a Work Request is received at the service provider, to the time the service provider responds confirming to the originator that the Work Request has been assigned to the appropriate functional/technical resource and is being analysed.

PriorityData Centre,

Network & LANIMAC,

DesktopMessaging

Emergency 1 hour 1 hour 1 hour

Major 4 hours 4 hours 4 hours

Minor 8 hours 8 hours 8 hours

Standard 16 hours 16 hours 16 hours

Figure: 14: Level 3 Work Request Response Time.

13.4.2 Change Plan Response time

Definition : The time taken for a Work Request to be fully analysed, estimated, and priced and a proposed change plan ready for presentation to the CAB for approval.

PriorityData Centre,

Network & LANIMAC,

DesktopMessaging

Emergency95% within 2 hours; 100% within 1 day

95% within 2 hours; 100% within 1 day

95% within 2 hours; 100% within 1 day

Major95% within 4 hours; 100% within 2 days



Minor95% within 8 hours; 100% within 4 days



Standard95% within 16 hours; 100% within 8 days



Figure: 15: Change Plan Response Time.

13.5 Service Availability Targets

The Managed Service Provider will be responsible for the overall “up time” of the ICT Infrastructure covered by this RFP. The following target levels are provided as a guidance to the level of service that would be expected.

Data Centre,Network & LAN

IMAC,Desktop

Messaging

Core hours 99.95 n/a 99.95

non-core hours 99.5 n/a 99.5 Figure: 16: Availability targets (percentage up-time).

Core and non-core hours will be based on the location and working week of each office.




14 RFP Technical Response

This section outlines how we would like you to structure your technical response to this RFP. Following the outline of this section will allow us to evaluate all submissions on an equal footing and thus determine the most appropriate solution for UNHCR.

As will be seen from the Price Component, UNHCR is looking for a fully integrated solution for ICT Infrastructure Managed Services that can be delivered via a phased and modular approach. In particular, there should be a clear separation of services that can be delivered at Headquarters (and Hubs) from Field Offices, and by category of Field Office.

14.1 Company profile

Ideally, UNHCR is looking for a single company with a proven track record in the provision of Managed Services for Infrastructure Support, Maintenance, and Development. We are also looking for a company that already has the capability to take over these responsibilities in as short a period as possible. Providing solid evidence of this in your submission will be important in the overall evaluation.

We would expect to receive submissions from established companies (minimum five years on-going business in ICT Infrastructure Managed Services). Your company should have experience working in an on-site / off-shore model with clients similar to UNHCR. We would expect this to be amply demonstrated in the information provide in your response, and in the references you provide.

14.1.1 Company overview

Please provide the background to your company, its history, areas of business, etc. Please do not repeat information that has been requested elsewhere.

14.1.2 Financial stability, Supplier Viability

The proposal must outline long-standing history in the marketplace, a viable business model and continuously sound financial results. Bidders should provide the following financial information: • Financial Statements : Summary financial statements (Operating Statement and

Balance Sheet) for the last 3 years. Please provide this information in electronic format on the CD that will accompany your submission. There is no need to provide printed copies of this information.

• Managed Services Revenue : Please provide an indication of the percentage of Infrastructure Managed Services of your overall revenue (either within the company or major business unit).

14.1.3 Overall capability statement

Please provide information on your Infrastructure Managed Services capability in general and how this is integrated into your overall business model.

14.1.4 Supplier Strategic Vision

Provide an overview of your company’s strategic vision and how the provision of Infrastructure Managed Services is part of that vision.

14.1.5 Global Reach

Provide information about the global reach of your company and how this can be used to the benefit of UNHCR in general and more specifically how this influences your ability to deliver high quality applications managed services as requested in this RFP.

Specifically, we are interested to know the level of coverage (on-site / on-call) you can provide in those locations where UNHCR as a presence today – even down to the deep field




locations. Your ability to provide skilled on-site support within an acceptable delay will be an important evaluation criterion.

14.1.6 Off-site facilities

Provide an overview of your managed service facilities (locations etc.) and how these could be leveraged to the benefit of UNHCR.

If you plan to provide some of the services from an off-shore location, please specify.

14.1.7 Information Security Policy

To the extent possible without compromising your own security, please provide details of your Company’s Information Security Policy and specifically how this relates to the delivery of Infrastructure Managed Services.

Please provide a copy of those aspects of your ISP that are relevant to this RFP.

14.2 Infrastructure Managed Services Capability

Please provide comprehensive information about your capability in the area of Infrastructure Support, Maintenance, and Development – clearly indicating how this can be leveraged to the maximum benefit to UNHCR.

14.2.1 Managed Services capability statement

Please give details of the technical and functional capabilities of your infrastructure managed services operation. You should address your ability to cover the specific infrastructure landscape at UNHCR.

14.2.2 Tools and Processes

Provide details of the additional tools and processes that you have at your disposal to enhance the provision of infrastructure support, maintenance, and development. In the Technical Proposal, you should indicate if these tools are provided at no additional charge or if UNHCR would be expected to license these tools. In the latter case, please ensure that the relevant cost information is contained in the Price Component only.

14.2.3 Solution Testing and Quality

UNHCR is looking to engage a Managed Service Partner who will be able to improve the overall quality of our infrastructure services and maintain high quality solutions over time. To this end, you should provide information on your infrastructure testing and quality assurance facilities and how these would be integrated into the overall Infrastructure Managed Service.

14.2.4 Managed Services Framework

UNCHR believes that the overall Infrastructure Managed Services will be delivered as three distinct components and that this should be reflected in both the technical and price submissions. It is UNHCR’s preference to engage a single service provider for all infrastructure managed services. However, we do reserve the right to split this into multiple contracts if we feel there is an overall benefit to the organization, or where it is significantly cost effective to do so.

Please provide as much detail as possible in the Technical Response –without giving any indication of the actual costs (which should be in the Commercial Response).

Infrastructure Support and Maintenance component

Please provide specific details of the operational aspects of your Infrastructure Support and Maintenance capabilities. This could include: • Your ability to integrate into our existing ICT Customer Services and Service Hubs, i.e.

co-locating staff with UNHCR;




• Your capacity to provide support and maintenance capacity outside the hours that will be covered by UNHCR staff – in particular to pick up and respond to critical incidents outside normal working hours;

• Business process that you already have in place where you feel there would be an advantage to UNHCR to adopt;

• Technologies covered and how these align with the application landscape of UNHCR. • Your ability to meet and exceed the SLAs suggested in this RFP.

You should also include any other details that you think will be important to UNHCR in our evaluation of your offer.

IMAC component

Please provide specific details of how you will deliver this service both for HQ and FO locations. In particular how you will endeavour to provide UNHCR with as predictable a service and cost model as possible. We are specifically interested in seeing the charging mechanism. • Fixed cost per IMAC service (each service being provided at a pre-agreed cost) • Ticked based (fixed price per ticket, variable number of tickets per service) • Hourly rate (with or without an agreed time allocation per service).

We are also interested in an option that would allow us to purchase in advance a quantity of IMAC units and then use them as and when required. Over time, it may be possible to fix an agreed lower threshold of IMAC units per month – which would also allow you as the Managed Service Provider to predict a minimum staffing level for this service.

Infrastructure Service Development component

Please provide specific details of the operational aspects of your Infrastructure Service Development capabilities. This could include: • Your ability to integrate into our existing Service Development teams (Geneva,

Budapest, Amman) and how you would place staff to maximize through-put while minimizing the need to co-locate staff.

• Your capacity to provide development capacity outside the hours that will be covered by UNHCR staff – in particular to pick up and respond to critical Work Orders or RFSs outside normal working hours;

• Business process that you already have in place where you feel there would be an advantage to UNHCR to adopt;

• Technologies covered and how these align with the infrastructure landscape of UNHCR.

14.3 Case Studies and Reference Sites

Provide case studies of existing Managed Services engagements that your company is currently undertaking. Of particular interest to UNHCR will be engagements that are comparable to what we are hoping to establish. Special consideration should be given to: • Large international engagements with services delivery in diverse locations; • Engagements with Government or other Public Sector organizations; • Engagements with United Nations organizations.

14.3.1 Reference Sites

Provide a minimum of three (3) reference sites that UNHCR can contact to assist in the evaluation of your performance on existing managed services engagements.

Please ensure that you provide full contact details of each of the reference sites. UNHCR reserves the right to contact these references directly and without your intervention.

14.4 Managed Services Life Cycle

Your submission must include comprehensive details of how you will manage the overall managed services life cycle. This will include any finalisation of contact details and definitions of the actual services covered in the contract and all aspects of the day-to-day operation.




14.4.1 Service Definition Phase

Provide information on how you intend to finalise the scope of the managed services contract. Please make reference to the contract section of this RFP and ensure that your response to this section covers the practical aspects of the service definition.

14.4.2 Service Transition Phase

Provide details and information about how you would propose to transition the existing in-house services to your responsibility under the managed services contract. This should clearly indicate the expected timelines and dependencies in meeting those timelines.

A high-level project plan should be included showing the optimum transition period.

14.4.3 Knowledge Management

Provide details of how you will manage knowledge transfer from existing UNHCR staff to your staff. You should indicate the time you anticipate for this to be completed and the level of commitment that will be required from UNHCR staff during this exercise.

You should also indicate how you will address any knowledge gaps that are identified, either because the UNHCR staff member is no longer available or the level of information provided is not sufficient to take full responsibility for the infrastructure.

14.4.4 Service Delivery and Management Phase

Provide details on how you will manage the day-to-day (steady-state) operation and delivery of the Managed Service once the transition phase is complete. You should indicate the level of staffing you would expect to have and indicate what proportion of the staff would be on-premise (and in which locations(s)) and off-site (your premises).

14.4.5 Service Performance, Measurement, and Monito ring

Provide details on how you will measure the performance of the managed service and what monitoring mechanisms must be in place to ensure that this is done.

14.4.6 Service Improvement

Provide details on how you would implement service improvements over time and how these improvements could benefit UNHCR. Any service improvements that would impact the terms of deliverables of the managed service contract could require modifications to the contract itself and how this would be done should be addressed in your contractual response.

14.4.7 Service Termination

Explain how you would transfer the Infrastructure Services to another managed services partner in the event that UNHCR decided not to renew the contract with your company at the end of the agreed term - or for any other reason prior to the normal end of contract term.

What would be the minimum (practical rather than legal) time required to successfully transition all managed services you have envisaged to an alternative provider?

Please provide a high-level transition-out plan that would indicate the timelines and significant milestones to wind down this service and transition to another company.

14.5 Managed Services Governance

UNHCR believes that overall governance of this managed service will be extremely important and will have a significant influence on the success of the service.

Please provide details of the governance structure you would put in place to manage this contract and the corresponding structure that you would expect UNHCR to have in place.




14.5.1 Executive and Management Commitment

The DIST organizational structure (Section 2) has been endorsed at the highest level and has the full support of the executive management. As part of the overall approval for Project Prometheus, UNHCR and DIST have made a commitment to move to managed services for Infrastructure Support, Maintenance, and Development.

To ensure that UNHCR selects a Managed Service Partner who is equally committed to this goal, we would appreciate receiving an equivalent commitment from your executive management.

14.5.2 Escalation process

Provide details of the escalation processes that should be followed to deal with: • Operational aspects of the services provided under this contract; • Strategic and tactical aspects that will need to be addressed by senior management on

both sides.

14.5.3 Single Point of Contact

Provide details of who you would propose to be the single point of contact for all operational aspects of this contract before any escalation occurs. Would you propose one person to be the SPOC for all aspects of the Infrastructure services or split this by area?




15 RFP Contractual Response

UNHCR believes that final contract negotiation will be an important activity before initiating the transition to Infrastructure Managed Services. In order to avoid a protracted legal negotiation phase (following the technical and commercial evaluations), UNHCR would like to identify any legal impediments to awarding a contract as early as possible in the evaluation process.

This section outlines how we would like you to structure your contractual response to this RFP.

15.1 UNHCR General Terms and Conditions for the Provision of Services

Any contract that results from this RFP will be underpinned by the January 2010 edition of the “UNHCR General Terms and Conditions for the Provision of Services”, which are in turn, based on Ts & Cs common to all UN agencies. Acceptance of, and compliance with, these Ts & Cs is considered a prerequisite for establishing any contract with UNHCR.

As a general rule, UNHCR does not accept any changes or amendments to the UNHCR General Terms and Conditions for the Provision of Services, but also recognizes that the nature of an ICT Managed Services Agreement may require the inclusion of certain clauses not found in the standard document.

If there are any articles in the UNHCR General Terms and Conditions for the Provision of Services that you feel you will be unable to accept in their current form, please identify them stating your reasons and providing an alternative wording that you feel would be acceptable to UNHCR. UNHCR Legal Affairs Section (LAS) will review these comments and determine if they are, indeed, acceptable to the organization. In doing so we would hope to avoid a protracted negotiation late in the contract award process only to find that we are unable to come to agreement and that we must look elsewhere for a managed service provider.

Review of the legal component of the RFP response will be carried out in parallel to the technical evaluation.

15.2 Standard UNHCR Contract for Services

We have provided a copy of the standard UNHCR contract for the provision of Services on a long-term basis. UNHCR will expect this contract document to be used as the basis for any contract resulting from this RFP.

Please ensure that your legal department has reviewed this contract (and the UNHCR Terms and Conditions) and has provided any comments or feedback that you feel is pertinent to your offer.

15.3 Additional contractual documentation

Please provide a full set of any additional legal documentation that you would expect to form part of any contract for Managed Services with UNHCR. LAS will review these documents in parallel to the technical evaluation so that any issues can be identified early in the process.

15.4 Legal representative

Your offer must clearly identify the person (or function) within your company that is authorized to complete legal negotiations on your behalf.

Should you be selected to provide Infrastructure Managed Services, we would expect this person to work closely with LAS and to quickly resolve any contractual issues.




15.5 Contract term

UNHCR plans on awarding a three year contract to the preferred Managed Services Provider as a result of the evaluation of the responses to this RFP. Based on satisfactory performance, the contract maybe renewed annually for a further two years for a total of five years (3+1+1). After five years the Managed Services Provider should expect a new market survey to be conducted and a new RFP issued for the further renewal of ICT Infrastructure Managed Services.

15.6 Commercial terms

The following section outlines some other issues you may choose to address in your Contractual Response.

15.6.1 Contract Terms

You should outline your key contractual terms, in particular the “make or break” issues that you envisage may become a stumbling block in taking on an Infrastructure Managed Services contract with UNHCR. Topics to consider are: • Warranties and Liabilities expected by UNHCR. • Immunities and Privileges of UNHCR as a UN organization. • Jurisdiction under International law rather than any national law.

15.7 Payment mechanism

UNHCR will be looking for commercial arrangements that result in an understandable and predictable cost to the organization. In particular, the pricing schedule must be: • Simple to explain; • Simple to operate – allowing for automated measurement and validation processes; • Amenable to changes in scope and requirements; • Able to cover “options” or variations in scope that could be proposed; • Linked directly to cost drivers; • Designed to be sensitive to both UNHCR and the Managed Services Provider; • Ensure long-term value for money.

We would expect you’re pricing and charging arrangements to be supported by an agreed, robust financial model supported by an open book accounting policy.

Your pricing model must clearly support the three specific on-going activities: • Regular on-going support and maintenance – to be charged at an agreed monthly rate. • IMAC – to be charged based on a predefined rate card or ticketing mechamism. • Ad-hoc, work order or project-based tasks – to be charged based on the scope and

deliverables of each work package.

15.7.1 On-going Value for Money

As this will be a long-term arrangement and UNHCR does not wish to renegotiate the price component each year, you should outline how you will ensure on-going value for money to UNHCR over the duration of the contract (assumed to be five years; 3+1+1). In particular, you should outline how you would factor into the pricing model such things as: • Exchange rate fluctuations (if your price proposal is not in US Dollars); • Variations in consumer price indices and inflation/deflation; • Efficiency gains as the Managed Services Provider becomes more familiar with the

applications.

15.8 Performance regime

Please outline how you will link payment for services provided against satisfactory performance of those services. In particular, UNHCR is interested in mechanisms which




award “service credits” to UNHCR in the event of poor performance and which could, ultimately, be linked to contract termination for poor performance.

For regular on-going support and maintenance, UNHCR may be paying based on a fixed monthly fee. In such a case, we would expect poor performance to be linked with a reduction in monthly fee or a credit towards the following month.

While UNHCR is not looking to unduly penalise the Managed Service Provider, we are looking at ways to promote good performance while having some level of potential risk to the supplier in the event of on-going poor performance. We will be looking to the Managed Service Provider to propose a manageable and meaningful set of Key Performance Indicators (KPIs) that can be used to measure performance on an on-going basis. Ideally these KPIs will also be reflected on the DIST Balanced Scorecard.

15.9 Change management

It is inevitable that some level of change will occur in the Contract for Managed Services over the duration of the contract. Please outline the Change Control procedures you would expect to follow to implement a change in the Service Contract itself.

UNHCR would be keen to agree up-front on as many of the likely changes as possible. This may include: • How increases or decreases in overall scope would be reflected in the corresponding

charges; • Clarification of clauses or rate tables that were not clearly understood by one party at

the time of contract signature; • Streamlining of working procedures that are embedded in the contract.

15.10 Governance and Reporting

Your proposal should clearly outline the governance procedure that will be used to manage the relationship between UNHCR and the Managed Service Provider at various levels: • Operational : how day-to-day relationships will be managed between DIST staff and the

staff of the Managed Service Provider; • Tactical : how shared responsibility on project and work order delivery will be managed; • Strategic : Formal governance at the level of the DIST CIO and their counterpart within

the Managed Service Provider’s organization.

Reporting requirements are outlined elsewhere in this RFP (see Section 11), but should also be formally defined in the Contract for Managed Services. At a minimum we would expect the contract to specify: • The frequency of submission of regular reports on performance against contracted

service levels, targets, KPIs etc.; • The frequency of meetings to review of the supplier’s performance and who should

attend such meetings;

The contract should also identify the key representatives of both parties (by function) and to provide full contact details as an annex that can be updated as needed.

15.11 Transition and Migration

In addition to the practical aspects of transitioning our internal infrastructure services to an external service provider, we also believe there will be some contractual aspects of the initial transition itself that need to be addressed as part of the contract approval process and not left until transition is underway.

Of particular concern to UNHCR is how the Managed Service Provider would react and support UNHCR (DIST and the business users) in the event that the transition to managed services takes longer than originally planned and the existing UNHCR staff resources are no longer available for knowledge transfer.




15.12 Exit Provisions

Your submission must clearly specify the exit provisions in the event that the contact is not extended beyond the initial period, or in which it is terminated prior to the originally agreed end date.

Your submission should also address how the cessation of a particular infrastructure or service originally within the agreed scope is handled (e.g. equipment becoming obsolete; UNHCR deciding to manage the application independently of the main contract).

On termination of the managed service contract it must be clear that: • All data and code provided to the partner will be returned to UNHCR; • Any assets (software, hardware) provided to the partner will be returned to UNHCR; • The outgoing partner will assist UNHCR to transition to a new partner providing

knowledge transfer and other services to ensure a no impact transition.

UNHCR would expect to draw up an “exit plan” early in the engagement that clearly identifies the obligations of each party and the time required to execute that plan.

15.13 Staff Management

The Managed Service Provider is responsible for the staff resources it allocates to UNHCR. UNHCR may, at its discretion, assist the Managed Service Provider in obtaining travel or other work related documents – however, the full responsibility for all staff remains with the Managed Service Provider.

The Managed Service Provider must ensure that all staff providing critical functions have a pre-assigned backup who can intervene should the primary resource be absent for any reason.

All changes of staff resources (on-site or off-shore) from the Managed Service Provider must be notified to UNHCR in advance and with sufficient time to transition to the replacement without any impact on on-going service delivery. Any costs in this knowledge transfer will be borne by the Managed Service Provider.

Frequent changes to staff resources are to be avoided and may be considered as a factor in poor performance.

The Service Delivery Manager should maintain a register of all staff assigned to UNHCR. This will include names, userids, locations, access privileges, etc. The Managed Service Provider must ensure that system admin passwords are changed following a change in staff resources.

15.14 Sub-contracting

The “UNHCR General Terms and Conditions for the Provision of Services” include provision on the use of sub-contractors by the primary contract holder. We would expect those conditions to be adhered to in the execution of this contract.

Specifically, the Managed Service Provider must ensure that any and all sub-contractors: • Agree to be subject to the same terms and conditions as any employee of the Managed

Service Provider. • Will sign and adhere to the UNHCR Code of Conduct and Non-Disclosure Agreement.

Sub-contractors can only be used after agreement by UNHCR.

You should clearly specify your desire to outsource some activities of the Managed Service Contract to a sub-contractor, providing justification and benefits to UNHCR for this.

15.15 Staff Transfer

As mentioned earlier in this RFP, UNHCR is not looking to transfer any of its existing staff to the Managed Services Provider as part of the initial transition.

However, UNHCR recognises that it may be of interest of UNHCR staff to seek employment outside the organization at some future time and potentially with the Managed Service




Provider – or for employees of the Managed Service Provider to consider employment within UNHCR. The contract should clearly indicate under what terms this can occur.

15.16 Asset Ownership

UNHCR's current policy is that it should retain ownership of and purchase its assets used in its delivery of ICT services, including equipment and software licenses. UNHCR is willing to allow suppliers to access such assets to the extent necessary to perform their obligations under this Managed Service contract.

Section 11.10 describes how we would expect to manage the provision of hardware and software for on-site and off-site use by the Managed Service Provider.

UNHCR intends to retain the ownership and control of all assets (hardware and software) and to manage the on-going relationship with the respective vendors. At an operational level, the Managed Service Provider would be expected to deal with the vendors for product support, incident and problem management.

15.17 Flexibility

At the time managed services are introduced DIST will also be completing its internal transition to the new organization structure. In parallel, we will be undertaking a major infrastructure upgrade programme that will have an organizational wide impact.

We will be looking to a partner with flexibility to assist UNHCR in our internal transformation and who can also support the wider organization in a flexible manner.

15.18 Data Security and Data Protection

UNHCR stores and processes large amounts of sensitive data about vulnerable individuals and takes very seriously its obligation to protect such data from unauthorised and improper access, use, or dissemination.

In addition, as a UN agency and considering its status under international law, UNHCR will not enter into any contract that could: • Jeopardize its position or infringe its privileges and immunities; or • Compromise its rights to deny access to its data to any unauthorized individuals.

15.18.1 Information Security Policy

Please provide (in electronic form on the accompanying CD-ROM) a copy of those aspects of your internal Information Security Policy as it applies to Infrastructure Managed Services.

15.19 Code of Conduct

Signature of and adherence to the UNHCR Code of Conduct is an obligation of all UNHCR employees, contractors, volunteers, and other affiliated workforce.

This same obligation will be required of the employees of the Managed Service Provider.

15.20 Non-Disclosure Agreements

By the nature of the work expected under this Managed Service Contract, your staff is likely, as part of their normal day-today work, to be exposed to sensitive data. All contractor staff working on this contract (whether on-site or off-shore) will be expected to sign a non-disclosure agreement for data protection purposes.

The sample “Consultant Confidentiality Agreement” is included as an annex to the RFP.




16 RFP Price Quotation

This section outlines how we would like you to structure your commercial response to this RFP.

As explained in the covering letter for this RFP, it is essential that your commercial response be provided separately. The technical response must not contain any commercial information and to do so will be grounds for disqualifying your submission.

16.1 Currency of offer and contract

UNHCR intends to award a multi-year managed services contract as a result of this RFP. In order to allow direct comparison of all submissions, your commercial offer will be converted to USD (United States Dollars) based on the prevailing United Nations rate of exchange at the time of the evaluation.

Any contract awarded as a result of this RFP will be in currency used by the bidder when responding to this RFP. A commercial offer in multiple currencies is not acceptable.

As UNHCR is planning to engage the Managed Services Provider in an extended contract (see below), UNHCR is particularly interested in proposals from the bidders to limit the mutual exposure to exchange rate fluctuations against the US Dollar over the duration of the contract.

16.2 Modular price structure

To allow for a phased and possibly modular introduction and implementation of ICT Infrastructure Managed Services to all locations, you should provide a price breakdown by component and location. A matrix has been provided as a guide and your compliance with this matrix will greatly facilitate the comparison of all offers received.

16.3 Transition Phase

UNHCR recognises that a transition phase is required at the beginning of the contract and that additional costs may be incurred during this ramp-up period. However, for ease of comparison, any transition costs must be included as part of the overall costs of the first year of operation.

16.4 Infrastructure Support and Maintenance component

Based on the information contained in this RFP, you should submit a comprehensive price quotation for the provision of an Infrastructure Support and Maintenance Managed Service. Your price quotation should be as detailed as possible in order to allow UNHCR to make a fair evaluation and comparison with other submissions.

If your offer contains price variations these should be clearly indicated – in particular the minimum level required to meet our expectations. Optional items must be priced separately so that they can be isolated for price comparison purposes. In particular, we believe there is scope for UNHCR to extend its Level 2 infrastructure support though the use of a Managed Services Partner and potentially to transition the Global Service Desk to a fully Managed Service.

UNHCR is expecting to see a fixed and variable component for this service whereby the basic and on-going service level can be determined in advance while surges in support or maintenance activities may require the Managed Service Provider to match this demand with additional capacity.

Consideration should also be given on how staff from the Managed Service Provider could cover national holidays in the various locations so that the minimum combined level of coverage by UNHCR staff and that from the Managed Service Provider would remain constant.




16.5 IMAC component

Based on the information contained in this RFP, you should submit a comprehensive price quotation for the provision of Infrastructure IMAC Services. We would expect your offer to include different categories of IMAC services, each with a fixed unit price per call off.

If you prefer you may also include this component as a fixed price offer irrespective of volume, in which case it will become part of the overall Infrastructure Managed Service (above).

Your price quotation should be as detailed as possible in order to allow UNHCR to make a fair evaluation and comparison with other submissions.

16.6 Infrastructure Development component

Based on the information contained in this RFP, you should submit a comprehensive price quotation for the provision of an Infrastructure Service Development Managed Service. Your price quotation should be as detailed as possible in order to allow UNHCR to make a fair evaluation and comparison with other submissions.

Service Development is demand driven but often constrained by budget and occasionally by the availability of technical or functional resources. We believe we can resolve the issue of resources by moving to a managed service delivery model. In order to be able to plan budget requirements on a reasonable basis, we would be looking to a Managed Service Provider that operates off a consistent rate card and delivery schedule.

16.7 Price Evaluation Matrix

As part of this RFP you will have received an Excel spreadsheet that should be used to submit the details of your price quotation.

This spreadsheet contains four tabs: • Summary : please enter your company name and the currency of your offer. All other

prices should be in this currency. • ISM: This tab contains a breakdown by location and managed service component for

the base services to be provided as part of the ICT Infrastructure Managed Service. You are requested to quote costs for each of the first three years of the initial contract period and for any subsequent years. The breakdown by location and type of service is to allow UNHCR to estimate the total cost (all locations, all services) or to modularize the implementation (by service or location) for an implementation over a longer period of time.

• IMAC: call off costs by type of IMAC service. Costs should be quoted per call-off. • Skills : For any supplementary staff required to augment the core team or to work on

specific ICT Infrastructure projects. You are requested to quote fully inclusive costs based on the specific skill, location, and duration of contract.




17 Evaluation Process

The following section is intended to give some additional information on the evaluation process that UNHCR will use when reviewing the submissions received in response to this RFP.

For the provision of services where a decision cannot be made simply on price, UNHCR assigns a relative weighting to the Technical and Price components. This breakdown is given in the covering letter to this RFP. The mechanism used to attribute points to the commercial submissions and how the resulting technical and commercial scores are combined to get an overall result is also described.

17.1 Submission of Proposals

The procedures to be followed in preparing and submitting your proposal are defined in the covering letter for this RFP. You should carefully follow the instructions and guidelines in the covering letter in preparing your response and adhere to the established deadlines.

The RFP process is governed by UNHCR’s Financial and Procurement rules and these will be strictly adhered to throughout the whole RFP process. The RFP process is managed by the Supply Management Service and any contact with UNHCR in relation to this RFP must be through the designated focal point within SMS.

17.2 Technical Evaluation

This evaluation criterion is internal to UNHCR and will not be shared with any of the vendors, either prior to or after the final submission date. The evaluation criteria will be based on the information requested in this RFP.

UNHCR/DIST will form an evaluation committee which will examine all offers that where received in good order and prior to the closing deadline for submissions. The evaluation committee will normally be composed of UNHCR staff members (DIST and others) but may also include independent external consultants.

Any submission that does not pass this initial inspection will not evaluated further.

All submissions retained at this point will be technically evaluated by each member of the evaluation committee independently and points allocated based on their review of the information contained in the technical response.

17.2.1 Minimum technical threshold

UNHCR may fix a minimum threshold which any vendor must reach in order to be considered further. This is to ensure that additional time is not taken further evaluating submissions that clearly do not meet the minimum technical requirements or where the company is clearly not in a position to meet UNHCR’s expectations. The financial offer of a submission that does not meet the minimum technical requirements will not be evaluated.

17.2.2 Short listing of suppliers

Following consultation with SMS, UNHCR may short list suppliers that have scored the highest technical scores and decide to continue the evaluation process with a reduced number of potential suppliers.

17.2.3 Face to Face Presentations

UNHCR may choose to invite short listed suppliers to make face-to-face presentations of their submissions and to give the evaluation team an opportunity to get clarifications on any specific question as a result of the initial technical evaluation.

Face-to-face meetings, if required, will be organized by SMS at a time that is mutually acceptable to both the supplier and UNHCR, but within the constraint that we have to




complete the evaluation process as quickly as possible to ensure that the overall transition time-table can be respected.

17.2.4 Supplier Due Diligence

Because of the importance of this contract to UNHCR and the long-term arrangement that we would hope to establish, we will undertake an appropriate level of due diligence on the short listed suppliers. Additional due diligence may be carried out once a preferred supplier has been identified but before any formal award of contract.

Site visits

UNHCR may choose to visit your off-shore Managed Services facilities. This would be done with your full cooperation and at a time that is mutually agreeable. UNHCR will not expect the suppliers to cover any of the costs of such site visits.

Reference checks

UNHCR will conduct reference checks based on the information you provided in your technical response. We would expect to be able to have direct contact with your reference clients and would ensure that such an intervention would not adversely impact their operations.

Reference checks could be by phone, video-conference, or on-site visits. UNHCR would expect to cover its own costs in conducting these reference checks and would ensure that any financial burden on the managed services provider or client would be minimised.

17.2.5 Final technical consolidation

When complete, all technical evaluations will be consolidated and average scores computed for each vendor. Once finalized, the resulting technical scores will be provided to SMS.

17.3 Commercial Terms Evaluation

Legal Affairs Section (LAS) will review the legal terms response for the retained submissions. The intention of this step is to ensure that UNHCR and the Managed Service Provider will be able to agree on contractual terms quickly and not be blocked or delayed by long and protracted legal negotiations.

LAS may contact your legal representative if clarifications are needed to your submission or may advise on the elimination of a submission if they feel that the response from the supplier would make it difficult or impossible to come to mutually agreeable contract terms.

No points will be allocated to the review of the commercial terms.

17.4 Price Evaluation

SMS will complete the evaluation of the Price Proposals and consolidate all results.

In general, UNHCR will select the offer that represents the “best value” to the organization and not necessarily the lowest price offer.

17.5 Best and Final Offers

UNHCR may ask short listed suppliers to submit a “best and final offer” of their price component that is realigned to a better understanding of UNHCR’s technical expectations.




A. Glossary

UNHCR Specific Terminology

BO Business Owner

BOC Business Owner’s Committee

BOM Business Owner’s Meeting

DIST Division of Information Systems and Telecommunications

GSD Global Service Desk

IDP Internally Displaced Person

IP Implementing Partner

LAS Legal Affairs Section

LRS Leave Recording System

MSRP Managing Systems Resources and People – PeopleSoft based ERP

PT8 Travel Authorization System

RICTO Regional Information Communications Technology Officer

RMS Request Management System

ICT Terminology

BA Business Analyst

BCP Business Continuity Plan

BU Business Unit

CAB Change Advisory Board

CIO Chief Information Officer

COBIT Control Objectives for Information and related Technology

COTS Commercial off the Shelf (software)

CR Change Request

CSF Critical Success Factor

DR Disaster Recovery

EDMS Electronic Document Management System

ICT Information and Communications Technology

ITIL IT Infrastructure Library

KPI Key Performance Indicator

MSP Managed Service Provider

RFC Request for Change

RFI Request for Information

RFS Request for Service

SaaS Software as a Service

SFIA Skills for the Information Age

SLA Service Level Agreement

SOW Statement of Work

SPOC Single Point of Contact

SR Service Request

UAT User Acceptance Testing

WCMS Web Content Management System




B. Comprehensive Infrastructure Service Catalogue

This appendix and associated annexes (external to this document) give a comprehensive list of all infrastructure and related services that will be transitioned to the Managed Service Provider at the start of the contract.

As previously noted, UNHCR is currently undergoing a major upgrade to its LAN and Desktop Infrastructure and related applications and services. Since we cannot determine at this stage the exact point we will be in that transition when the contract(s) resulting from this RFP will be finalised, you should be prepared to inherit some “in-flight” projects.

As new Infrastructure and related services are introduced over time, they will be added to this catalogue.

Communications

• Voice / Telephony • legacy PABX systems (HQ) • legacy PABX systems (Field) • Voice over IP (VOIP – Internet telephony)

• Messaging • Business collaboration services • Mobile Messaging • Instant Messaging • Unified Messaging • Corporate Messaging • Desktop e-mail • Mailbox administration • Webmail • Mail content monitoring & reporting • Mailbox capacity management • Local Distribution Lists • Enterprise Distribution Lists • E-mail security & AntiSpam

ICT Infrastructure

• Printing, Scan & Fax • Peripheral • Data • Network Security • Remote Communications • Emergency Infrastructure • Directories • Operations & Monitoring

• Network monitoring • Manage network integration • Service Monitoring & Reporting • Maintenance of the ICT Asset • Disaster recovery

• Storage & Backup • Management of Duty Officer files • Archive and retrieval • Storage Capacity architecture • Storage & Capacity planning

• WAN Network • Terrestrial Ethernet network • Connectivity to 3rd party networks • ICC network access & security




• UNOG network access & security • Tailored turn key solutions

• LAN Network • Local Area Networks (LAN) –Field Office location • WI/FI • Cabling • Server and network architecture • Connectivity architecture

• Data Center on-site management • HQ Data Centre • Server and Network architecture • VMWare environment architecture

• Field Infrastructure (if and when a decision is made to outsource specific locations to the managed service provider) • Energy • Green Power (Solar/Wind) • Clean and stable power • Lightning and Surge Protection




C. Service Management Processes

The following table shows the current status of DIST’s Service Management processes. The Managed Service Provider must integrate their teams into these processes as seamlessly as possible. Any changes to these procedures will themselves be subject to Change Management.

Service Management Process Status Service Strategy Demand Management Pending Service Portfolio Management Pending Service Acceptance Operational Financial Management Pending Service Design Service Level Management Operational Supplier Management Operational Capacity Management Pending Service Catalogue Management Pending Availability Management Pending ICT Security Management Pending ICT Service Continuity Management Pending Service Transition Change Management Operational Release & Deployment Management Operational Configuration Management Pending Service Operations Incident Management Operational Major Incident Management Pending Service Request & Access Management Operational Problem Management Operational Continuous Service Improvement Continuous Service Improvement Operational Service Measurement & Reporting Pending

Full documentation on each of the operational processes is provided separately.




D. Document Templates

The following standard document templates are in use at UNHCR and should continue to be used by the Managed Services Partner. UNHCR is open to making revisions to these documents or replacing them with others where there is a clear advantage in doing so. These templates and any modifications or replacement will remain the property of UNHCR and must continue to be branded with the UNHCR logo.

Service Management Forms

• Change Request • Work Order • Forward Schedule of Changes

Project Office Templates

The following templates have been prepared by the P3O and approved by the ICT Governance Board for use on all ICT Projects.

For all projects:

• Project Reviews (1,2, 3, 4, 5); • Project Dashboard (RAG report); • Project Meeting Minutes.

For Large, Medium, and Small projects:

The following templates have been tailored to the “size” of the Project • Project Initiation Document (PID) • Business Case (BC) • Project Closure Report

All templates have been provided as external annexes to this document.

Standard Statements of Work

For some time, UNHCR has been issuing statements of work (SOWs) to external suppliers to deliver applications services. The SOWs fall into two categories: • Time and Materials : In this case, the external supplier will be asked to provide CVs to

match a particular skills profile and should expect to invoice on the basis of days worked using a previously agreed all-inclusive daily rate. UNHCR takes responsibility for the tasks assigned to the consultants and for all deliverables.

• Fixed Time, Fixed Price : In this case, the external supplier will be asked to provide a fixed price and delivery date for a specific piece of work based on the requirements and speciation provided. Once the supplier and UNHCR agree on the terms, it will be the supplier’s responsibility to deliver to the agreed specifications and delivery schedule.

Templates for both SOWS are provided as an annex to this RFP. Alternative templates may be suggested by the Managed Service Provider.




E. Metrics

The following statistics and metrics are intended to give bidders an indication of the current number of Level 2 and Level 3 incidents, problems, and changes required to support the infrastructure in scope for this RFP.

Incidents

One of the most significant measurements of the level of support required for an infrastructure service is the number of incidents raised through the Global Service Desk and logged in the Service Management tool (LANDesk). In 2011 (the last full year of data available) a total of 51,777 incidents were logged. Of these 34,991 related to Business Applications and are not relevant to this RFP. The remaining 16,786 can be divided into: • Desktop Support (7,497) • Messaging Systems (2,316) • Network Support (3,931) • Telecommunications (3,080)

However, these figures do not accurately reflect the full scope of incident and problem management under this RFP as it is recognized that only a small fraction (< 50% at HQ and <20% in the Field) of all “incidents” are registered in LANDesk.

Within the current LANDesk configuration an “incident” is raised to record a break in service but also for a “service request” (e.g. creation of a new user, password reset) which results in unusually high incident rates. UNHCR is currently implementing the “Service Request” process in LANDesk and this will be operational before any contract from this RFP is awarded.

Analysing the LANDesk data is subject to certain constraints, in particular the quality of the underlying data. Information that is incorrectly recorded (e.g. attributed to the wrong Configuration Item and not corrected) will result in unrelated incidents appearing in the statistics. The tables that follow exhibit this trait as no effort has been made to go back and retroactively correct all data elements.

Details of all 2011 incidents (raw data and pivot tables) are provided as an annex to this document.

Change Requests

Until recently, UNHCR had not implemented Problem and Change Management in LANDesk.




F. External Annexes to this document

In order to provide potential bidders as much information as possible but avoiding making this RFP document too voluminous, additional supporting documentation has been provided as external annexes. This information will be provided via a secure (password protected) download to all recipients of this RFP who express their intent to respond. The following information is included:

• DIST Infrastructure Catalogue

• DIST Organizational Structure

• DIST Functional Organizational Structure • DIST Organizational Chart by Location • DIST Organizational Chart Showing Units

• DIST ICT Strategy

• Connect and Collaborate

• Programme Charter • Programme Roadmap

• Project Office Documentation

• Project Office Business Case • Project Office Project Initiation Document • Project Office End Of Project Report

• Legal

• General Conditions for the Provision of Goods and Services • Supplier Code of Conduct • Additional Model Clauses for Contracts • Consultant Confidentiality Agreement

• DIST Service Catalogue

• Service Levels

• Support Hours • Impact, Urgency, Criticality, Priority SLA’s

• Operational Service Management Processes

• Change • Change Advisory Board • Continuous Service Improvement • Incident • Problem • Release & Deploy • Service Acceptance • Service Desk • Service Level Management • Service Request and Access Management • Supplier • Work Request




• Metrics • Raw data and pivot table of all 2011 Service Desk Incidents.

• Statement Of Work Templates

• Statement of Work – Fixed Price • Statement of Work – Time and Materials

• UNHCR office locations

• UNHCR Duty Stations (Locations), official list • Categorizations (Hub, A, B, Deep field)

• UNHCR Network and Infrastructure

• High-level network infrastructure diagrams • PC replacement breakdown, by location • Network device breakdown, by location • Data Centre Infrastructure Detailed Design (future) • Field Office Pilot Detailed Design (future) • Logical and Physical Design (future) • FO Pilot Sites Connectivity (future) • SAN Detailed Connectivity (future)

RFP/2012/479ICT Infrastructure Managed Services

Summary

Company Name: {enter company name here}

Currency of bid: {enter currency here}

Managed Services (years 1-3) 0

Instructions:1. Please do not modify the structure or format of this spreadsheet2. Please only enter values in the cells with light-yellow shading3. Where appropriate, select values from the pull-down lists

RFP-2012-479_Price_Evaluation_Matrix-v1.0.xls - SummaryPrinted 26/03/2012 - 3:00 PM Page 1 of 1


No of offices Year 1 Year 2 Year 3 Subtotal

Additional Years

Infrastructure Support and Maintenance (fixed price)Headquarters (Geneva) 1

Data Centre Services - - - 0 - Network Services - - - 0 - IMAC Services (fixed charge) - - - 0 - Desktop Services - - - 0 - Corporate Messaging Services - - - 0 -

Subtotal (HQ) 0

ICT Services Centre (Amman) 1Data Centre Services - - - 0 - Network Services - - - 0 - IMAC Services (fixed charge) - - - 0 - Desktop Services - - - 0 - Corporate Messaging Services - - - 0 -

Subtotal (ASC) 0

Category A Locations (per location) 102Data Centre Services - - - 0 - Network Services - - - 0 - IMAC Services (fixed charge) - - - 0 - Desktop Services - - - 0 - Corporate Messaging Services - - - 0 -

Subtotal (CatA) 0

Category B Locations (per location) 72Data Centre Services - - - 0 - Network Services - - - 0 - IMAC Services (fixed charge) - - - 0 - Desktop Services - - - 0 - Corporate Messaging Services - - - 0 -

Subtotal (CatB) 0

Deep Field Locations (per location) 274Data Centre Services - - - 0 - Network Services - - - 0 - IMAC Services (fixed charge) - - - 0 - Desktop Services - - - 0 - Corporate Messaging Services - - - 0 -

Subtotal (DF) 0

Grand Total 0

Notes:1. only update cells shaded in yellow2. cells shaded in green/tan are calculated automatically, do not adjust the formulas

RFP-2012-479_Price_Evaluation_Matrix-v1.0.xls - ISM Printed 26/03/2012 - 3:02 PM Page 1 of 1


Infrastructure Skills Inventory

Daily all inclusive rate for staff by location

Location <30d 30-99d >100d

Service DevelopmentSenior Infrastructure/Network SpecialistHeadquarters (Geneva)Category ACategory BDeep FieldOffsite (MSP premises)

Senior Microsoft Systems SpecialistHeadquarters (Geneva)Category ACategory BDeep FieldOffsite (MSP premises)

Junior Microsoft Systems SpecialistHeadquarters (Geneva)Category ACategory BDeep FieldOffsite (MSP premises)

Microsoft Exchange SpecialistHeadquarters (Geneva)Category ACategory BDeep FieldOffsite (MSP premises)

Microsoft Active Directory SpecialistHeadquarters (Geneva)Category ACategory BDeep FieldOffsite (MSP premises)

Infrastructure Security SpecialistHeadquarters (Geneva)Category ACategory BDeep FieldOffsite (MSP premises)

Duration of contract

RFP-2012-479_Price_Evaluation_Matrix-v1.0.xls - SkillsPrinted 26/03/2012 - 3:03 PM Page 1 of 2


Service DesignTechnical Analyst

Headquarters (Geneva)Category ACategory BDeep FieldOffsite (MSP premises)

Infrastructure/Network ArchitectHeadquarters (Geneva)Category ACategory BDeep FieldOffsite (MSP premises)

12 Service Support and OperationsTelecommunications Professional


Mobile Device SpecialistHeadquarters (Geneva)Category ACategory BDeep FieldOffsite (MSP premises)

Project ManagementProject Manager


Programme ManagerHeadquarters (Geneva)Category ACategory BDeep FieldOffsite (MSP premises)

Project Planner & SchedulerHeadquarters (Geneva)Category ACategory BDeep FieldOffsite (MSP premises)

Notes:1. Only update cells shaded in yellow2. daily rates must be "all inclusive" of travel to and from the location, and living expenses at the location for the specified duration;

RFP-2012-479_Price_Evaluation_Matrix-v1.0.xls - SkillsPrinted 26/03/2012 - 3:03 PM Page 2 of 2

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UNHCR VENDOR REGISTRATION FORM – (Rev. Feb 10)

Section 1: Company Details and General Information

1. Name of Company: 2. Street Address: 3. P.O. Box and Mailing Address: Postal Code: City: Country: 4. Tel: 5. Fax: 6. Email: 7. WWW Address: 8. Contact Name and Title: 9. Email: 10. Parent Company (Full legal / officially registered company name): 11. Subsidiaries, Associates - name, city, country (attach a List if necessary): 12. International Offices/Representation (Countries where the Company has local Offices/Representation): 13. Type of Business (Mark one only): Corporate/ Limited: Partnership: Other (specify): 14. Nature of Business: Manufacturer: Authorised Agent: Trader: Consulting Company: Other (specify): 15. Year Established: 16. Number of Full-time Employees: 17. Licence no./State where registered: 18. VAT No./Tax I.D: 19. Technical Documents available in: English French Spanish Russian Arabic Chinese Other (specify) _________________ 20. Working Languages: English French Spanish Russian Arabic Chinese Other (specify) _________________

Section 2: Banking Information

21. Bank Name: 22. Branch Name: 23. Branch Address: 24. Tel. number:

25. Fax number:

26. Bank Account Number: 27. Account Name: 28. Account currency: 29. Swift/Bank Identifier Code (BIC): 30. International Bank Account Number (IBAN): 31. Routing Bank details (if applicable): full details to be provided as per above If multiple bank accounts exist that may be relevant to UNHCR, please provide details for each account.

2

Section 3: Technical Capability and Information on Goods / Services Offered 32.. Quality Assurance Certification (e.g. ISO 9000 or Equivalent) (please provide a Copy of your latest Certificate): 33. For Goods only, do those offered for supply conform to National/International Quality Standards? Yes No 34. List below up to a maximum of ten (10) of your core Goods/Services offered: Description (one Line for each Item) National/International Quality Standard to which Item conforms

Section 4: Experience

35. Annual Value of Total Sales for the last 3 Years: Year ______: USD___________ Year ______: USD___________ Year ______: USD___________ 36. Annual Value of Export Sales for the last 3 Years: Year ______: USD___________ Year ______: USD___________ Year ______: USD___________ 37. If available, please provide a copy of the company's latest annual or audited Financial Report. Please note that the latest audited financial report

may be requested in case of a contract with UNHCR. Do you have outstanding bankruptcy, judgment or pending legal action that could impair operating as a going concern? Yes No

If available, please provide Credit Rating by Dun and Bradstreet or equivalent:

38. Recent Contracts with the UN and/or other International Aid Organizations: Organization: Value: Year: Goods/Services Supplied: Destination: USD ________________________ _ USD ________________________ USD ________________________ USD ________________________ 39. To which Countries has your Company exported and/or managed Projects over the last 3 Years?

3

Section 5: UN Global Compact Initiative 40. Is your company aware of the UN Secretary General‟s Global Compact initiative, which can be viewed at http://www.unglobalcompact.org? Yes No If yes, have you signed up to this initiative or are you going to sign up to? Please state:

Section 6: Environment 41. Does your Company have a written Statement of its Environmental Policy? (If yes, please attach a Copy) Yes No 42. Write down the name, qualification and contact details of your company‟s environmental focal point. Name: ______________________ Qualification: ____________ Telephone: ______________________ Email: _________________ 43. Does your organisation hold any accreditation such as ISO 14001 related to the environment? Yes No If yes, please attach a copy.

Section 7: Anti Personnel Mines

44. By signing this VRF, potential vendor warrants and represents that neither it, its parent entities (if any), nor any of its subsidiary

or affiliated entities (if any) is engaged in the sale or manufacture, either directly or indirectly, of anti-personnel mines or any components produced primarily for the operation thereof. Please confirm by answering Yes or No below. Yes No Any breach of this clause may lead to the termination of all contracts your Company may have with UNHCR and removal from the approved vendor database.

Section 8: Child Labour 45. By signing this VRF, potential vendor warrants and represents that it is not engaged in any practice inconsistent with the Rights set forth in the Convention on the Rights of Child which requires that a child shall be protected from performing any work that is likely to be hazardous or to interfere with the child‟s education or to be harmful to the child‟s health and physical, mental, spiritual, moral or social development. Do you agree with this? Yes No Any breach of this clause may result in the termination of all contracts your Company may have with UNHCR and removal from the approved vendor database.

Section 9: Official not to benefit

46. By signing this VRF, potential vendors confirm that they have read, understood and will comply with the UNHCR policy on the “zero tolerance” that strictly prohibits the acceptance of any type of gift and/or hospitality by UN staff members participating in the procurement process. Please confirm. Yes No Any breach of this clause may lead to the termination of all contracts your Company may have with UNHCR and removal from the approved vendor database.

Section 10: Others 47. Please list any Disputes your Company has been involved in with UN Organizations over the last 3 Years: 48. List any National or International Trade or Professional Organizations of which your Company is a Member.

49. Is your company already registered with the United Nations Global Marketplace (UNGM)? If so, please provide registration number.

50. Certification: I, the undersigned, hereby accept the UNHCR General Conditions, a copy of which has been provided to me, and warrant that the information

provided in this form is correct and, in the event of changes, details will be provided as soon as possible:

51. Self Declaration: I, the undersigned, declare that: (a) Our company is not involved in any fraudulent or corrupt activities and has not been in the past, and is not currently under any investigation for

any such activities which would render our company unsuitable for business dealing with UNHCR. (b) Our company is not on, or associated with a company or individual, groups, undertakings and entities that are on the consolidated list

established and maintained by the committee established by the UN Resolution No. 1267 (www.un.org/sc/committees/1267/consolist.html). (c) Our company is not on, or associated with a company or individual that are subject to the list of Independent Inquiry Committee into United

Nations Oil-for-food programme (www.iic-offp.org). (d) Our company is not currently removed, invalidated or suspended by any other UN Headquarters, or Field Offices or any other UN Agencies

(including the World Bank) Name: Functional Title: Signature: Date:

4

Please mail completed form to*:

United Nations High Commissioner for Refugees

Supply Management Service HQSF00

Chief, Procurement & Contracts Section

Ipoly utca 5a/b/c

1133 Budapest

Hungary

*Registration form to be returned to the relevant UNHCR Office

Companies that are registered with UNHCR and that have no purchase history over three years shall beinactivated. UNHCR may require new

registration documentation from suppliers in case new business opportunity appears.

INSTRUCTIONS FOR COMPLETION

The form should be typewritten in uppercase and completed clearly and accurately ensuring that all questions are answered. The numbers below correspond to item numbers on the registration form: Section 1:

1. Full name of company.

2. Full street address.

3. Full mailing address (including P.O. Box, if any).

4. Telephone number, including correct country and area codes.

5. Fax number, including country and area codes.

6. Email address.

7. WWW Address.

8. Provide name of person (including title) or department to whom correspondence should be addressed.

9. Provide email address of contact person.

10. Full legal name of parent company, if any.

11. Please provide, on a separate sheet if necessary, names and addresses of all subsidiaries & associates if any.

12. Please provide countries where the company has local offices or representation.

13. Please tick one box. If other; please specify.

14. Please tick one box. If other; please specify. If the company is a manufacturer of some products and a trader/agent of others which they do not manufacture, both boxes should be ticked.

15. Indicate the year in which the organization was established under the name shown in Item 1.

16. Indicate the total number of full-time personnel in the company.

17. Provide the license number under which the company is registered, or the State where it is registered.

18. Provide the VAT number or Tax I.D. of the company.

19. Please tick the boxes for which languages the company is able to provide technical documents. Please specify other languages.

20. Please tick the boxes for which languages the company is able to work in. Please specify other languages.

Section 2:

21. Full name of bank.

22. Name of branch.

23. Address where branch is located.

24. Telephone number, including correct country and area codes.

25. Fax number, including country and area codes.

26. Number of the company account.

27. Name in which the account is held (important: tis should be the company name).

28. Currency of the account.

5

29. Swift code for the account.

30. International Bank Account Number (IBAN).

31. Should a routing be required for international payments, please provide full details of intermediate bank(s).

Section 3:

32. List any Quality Assurance Certificates (e.g. ISO 9000 series) that have been issued to your company and provide a copy of the latest certificates.

33. Indicate whether the company's products conform to national/international standards. If yes please attach copies of the certificates.

34. Please list up to 10 of the core goods/services offered. For each item, list the National/International Quality Standard to which it conforms.

Section 4:

35. Provide the total annual sales for the organization for the last 3 financial years in USD.

36. Provide the total export sales for the organization for the last 3 financial years in USD. 37. Please provide a copy of your most recent annual report or audited financial report. Please tick „yes‟ or „no‟ to reflect whether your company has

any outstanding bankruptcy, judgment or pending legal action that could impair operating as a going concern? If available, provide a rating by Dun and Bradstreet or equivalent (specify which).

38. Enter the name(s) of UN organizations which your company has dealt with recently. Provide the value and the year of the contract, the goods/services supplied and the country of destination of each contract. If you have had more than 5 of such contracts, please attach a separate sheet indicating the others. Documentary evidence of such contracts may be required, e.g. copies of purchase orders.

39. List export markets, in particular, all developing countries to which your company has exported over the last 3 years.

Section 5:

40. Please confirm if your company is aware of the UN Global Compact Initiatives – ten universally accepted principles of Human Rights, Labour, Environment and Anti-Corruption – by marking Yes or No. Also, please state if you have signed up to this initiative or you intend to do so.

Section 5:

41. The Earth Summit, held in Rio de Janeiro in 1992, emphasised the necessity to protect and renew the earth's limited resources. Agenda 21 was adopted by 178 governments and lays an emphasis for the UN to exercise leadership, i.e. towards promoting environmental sensitive procurement policies for goods and services. Please indicate whether your company has a written statement of its Environmental Policy and, if so, please provide a copy.

42. Provide the name, qualification and contact details (e-mail and telephone) of your environmental focal point.

43. Please indicate if your organisation holds any accreditation such as ISO 14001 related to the environment. If so, please enclose copies of such certification.

Section 7:

44. UNHCR expects all suppliers with whom it does business with to obey with the non-engagement in the sale or manufacture of anti-personnel mines or components utilized in the manufacture of anti-personnel mines. Please mark yes if you are in agreement and no if otherwise.

Section 8:

45. UNHCR expects all suppliers with whom it does business with to obey with the non-engagement in any practice inconsistent with the rights set forth in the Convention on the Rights of the Child, the International Labour Organization (ILO) Minimum Age Convention or the Prohibition and Immediate Elimination of the Worst Forms of Child Labour Convention. Please mark yes if you are in agreement and no if otherwise.

Section 9:

46. Official benefits: UNHCR adopted “zero tolerance” policy that strictly prohibits the acceptance of any type of gift and/or hospitality by UN staff members participating in the procurement process. Please confirm your acceptance by answering Yes or No if otherwise.

Section 10:

47. List all disputes with UN organizations which your organization has been involved in over the last 3 years. If more space is required, please use a separate sheet.

48. Provide details of all national and international trade or professional organizations to which your company belongs.

49. UNHCR accepts UNGM-registered companies into its database, subject to submitting a hardcopy of a complete set of vendor registration form with necessary attachments. The registration number provided by UNGM should be given.

50. Please read carefully the enclosed UNHCR General Term and Conditions, as signing of the form signifies acceptance. The form should be signed by the person completing it and their name and title should be typed, along with the date.

6

51. Please sign a self declaration stating that:

(a) Your company is not involved in any fraudulent and corrupt activities and has not been in the past, and is not currently under any investigation for such activities which would render your company unsuitable for business dealing with UNHCR.

(b) Your company is not on, or associated with a company or individual, groups, undertakings and entities that are on the consolidated list established and maintained by the committee established by the UN Resolution No. 1267 (www.un.org/sc/committees/1267/consolist.html)

(c) Your company is not on, or associated with a company or individual that are subject to the list of Independent Inquiry Committee into United Nations Oil-for-food programme (www.iic-offp.org)

(d) Your company is not currently removed, invalidated or suspended by the UN Headquarters or any of its field offices or any other UN agency Headquarters or any of their field offices.

UN Supplier Code of Conduct Rev.03 - May 2007

Page 1

UN SUPPLIER CODE OF CONDUCT UN Charter: The values enshrined in the United Nations (UN) Charter, respect for fundamental human rights, social justice and human dignity, and respect for the equal rights of men and women, serve as the overarching goals that suppliers to the UN are expected to achieve. Global Compact: At the World Economic Forum, Davos, on 31 January 1999, the UN Secretary-General challenged world business leaders to "embrace and enact" the Global Compact, both in their individual corporate practices and by supporting appropriate public policies. The Global Compact’s operational phase was launched at UN Headquarters in New York on 26 July 2000. During the first Global Compact Leaders Summit, held on 24 June 2004 at UN Headquarters in New York, the Secretary-General announced the addition of a tenth principle against corruption. The Global Compact is a voluntary international corporate citizenship network initiated to support the participation of both the private sector and other social actors to advance responsible corporate citizenship and universal social and environmental principles to meet the challenges of globalization. The United Nations strongly encourages all suppliers to actively participate in the Global Compact. And to that end, this Code has been developed with recognition of the importance of the ten principles of the UN Global Compact, and is viewed as an important means of integrating the Compact’s principles into the operations of the UN. The Code addresses the issues included in the Compact in the areas of human rights, labour, environment and anti-corruption and interpretation of the Code should be undertaken in a manner consistent with the Global Compact. Suppliers interested in supporting the Global Compact and for more information on the ten principles, can visit the Global Compact website at www.unglobalcompact.org. International Labor Organization (ILO) Core Labor Conventions: The Labour Conventions as established by the tripartite UN affiliated agency, the ILO, have served as the foundation on which much of this Code of Conduct is based. It is the UN’s expectation that any supplier providing products or services to the UN, will adhere to the spirit of its Charter, and the core principles of the ILO Conventions. The full text of the ILO Conventions can be accessed by accessing the ILO electronic database1. Continuous Improvement: The provisions as set forth in this Code of Conduct provide the minimum standards expected of suppliers to the UN. It is the expectation of the UN that suppliers adhere to all laws, rules and regulations, and strive to exceed both international and industry best practices. The UN recognizes that reaching the standards established in this Code of Conduct is a dynamic rather than static process and encourages suppliers to continually improve their workplace conditions. Monitoring and Evaluation: The UN may conduct on-site evaluations and inspections of its supplier’s facilities and those of their subcontractors to review their progress towards these principles. It is the expectation of the UN that suppliers, at a minimum, have established clear goals toward meeting the standards set forth in this Code of Conduct. The UN may monitor that milestones have been set and management systems have been put in place to ensure that the principles set out in this Code of Conduct have been met and failure to do so may impact the future ability of a supplier to do business with the UN. Notwithstanding the aspirational character of the principles contained in this Code of Conduct, UN Suppliers must understand that if they are awarded a contract with the United Nations, the United Nations General Conditions of Contract are an essential part of UN contracts and, therefore, legally enforceable against UN contractors.

1 www.ilo.org/ilolex/english/convdisp2.htm.


Page 2

1. Supplier Relationships: The provisions of this Code of Conduct set forth the expectations of all suppliers with whom the UN does business. The UN expects that these principles apply to suppliers, parent entities and subsidiary or affiliate entities, as well as all others with whom they do business including employees, subcontractors and other third-parties. The UN expects that suppliers ensure that this Code of Conduct is communicated to the employees and subcontractors of all suppliers, and that it is done in the local language and in a manner that is understood by all.

2. Promoting the Principles of this Code of Conduct: The UN expects that its suppliers will

establish and maintain appropriate management systems whose scope is related to the content of this Code of Conduct, and that they actively review, monitor and modify their management processes and business operations to ensure they align with the principles set forth in this Code of Conduct. All principles contained in this Code of Conduct are of equal importance independently of their order of appearance. Supplier participants in the Global Compact are strongly encouraged to operationalize its principles and to annually communicate their progress to stakeholders.

3. Subcontracting: The UN expects that its suppliers encourage and work with their own suppliers

and subcontractors to ensure that they also strive to meet the principles of this Code of Conduct or equivalent set of principles.

Labour: 4. Freedom of Association and Collective Bargaining: The UN expects its suppliers to recognize

and respect the rights of employees to freely associate, organize and bargain collectively in accordance with the laws of the countries in which they are employed, as well as core ILO conventions Freedom of Association and Protection of the Right to Organise Convention, (C 87, 1948) and Right to Organise and Collective Bargaining Convention, (C.98-1949). The UN recognizes the importance of open communication and direct engagement between workers and management and suppliers are to respect the rights of workers to associate freely and communicate openly with management regarding working conditions without fear of harassment, intimidation, penalty, interference or reprisal.

5. Forced Labor: The UN expects its suppliers to prohibit any use of forced, bonded or indentured

labor or involuntary prison labor, and embrace employment practices consistent with ILO conventions pertaining to forced labor: Forced Labour Convention, (c.29-1930) and Abolition of Forced Labour Convention, (C.105-1957). All work, including overtime work, will be voluntary and workers should be free to leave upon reasonable notice. Suppliers should also not mandate that workers hand over government-issued identification; passports or work permits as a condition of employment.

6. Child Labor: The UN expects its suppliers, at a minimum, not to engage in any practice inconsistent

with the rights set forth in the Convention on the Rights of the Child, the ILO Minimum Age Convention (C.138-1973) or the Prohibition and Immediate Elimination of the Worst Forms of Child Labor Convention (C. 182-1999). The minimum admission to employment or work shall not be less than the age of completion of compulsory schooling, normally not less than 15 years or 14 where the local law of the country permits, deferring to the greatest age. Additionally, all young workers must be protected from performing any work that is likely to be hazardous or to interfere with the child’s education or that may be harmful to the child’s health, physical, mental, social, spiritual or moral development. All suppliers should also adhere to legitimate workplace apprenticeship programs and comply with all laws and regulations governing child labor and apprenticeship programs.

7. Discrimination: The UN does not tolerate any form of discrimination in hiring and employment

practices on the ground or race, color, religion, gender, sexual orientation, age, physical ability, health condition, political opinion, nationality, social or ethnic origin, union membership or marital status.


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Consistent with the principles espoused in ILO Conventions on Discrimination (Discrimination (Employment and Occupation) Convention, C.111-1958) and Equal Remuneration (Equal Remuneration Convention, C. 100-1951), the UN also discourages discrimination regarding access to training, promotion, and rewards.

8. Working Hours: The UN expects its suppliers to comply with all applicable working hour

requirements as established by local law, and should never exceed 60 hours per week, including overtime, except in emergency or unusual situations. Suppliers must ensure that all overtime work is voluntary and compensated at the prevailing overtime rates. Suppliers are encouraged to ensure that workers are provided with one day off in every seven-day week.

9. Compensation: The UN expects its suppliers to comply, at a minimum, with all wage and hour laws

and regulations, including those pertaining to minimum wages, overtime wages, piece rates, other elements of compensation and to provide legally mandated benefits

Human Rights: 10. Human Rights: The UN expects its suppliers to support and respect the protection of

internationally proclaimed human rights and to ensure that they are not complicit in human rights abuses.

11. Harassment, Harsh or Inhumane Treatment: The UN expects its suppliers to create and

maintain an environment that treats all employees with dignity and respect and will not use any threats of violence, sexual exploitation or abuse, verbal or psychological harassment or abuse. No harsh or inhumane treatment coercion or corporal punishment of any kind is tolerated, nor is there to be the threat of any such treatment.

12. Health and Safety: The UN expects its suppliers to follow all relevant legislation, regulations and

directives in country in which they operate to ensure a safe and healthy workplace or any other location where production or work is undertaken. At a minimum, suppliers should strive to implement recognized management systems and guidelines such as the ILO Guidelines on Occupational Safety and Health (ILO-OSH-2001) which can be found at ILO's website2 and ensure at a minimum, reasonable access to potable water and sanitary facilities; fire safety; emergency preparedness and response; industrial hygiene; adequate lighting and ventilation; occupational injury and illness and machine safeguarding. Suppliers will also ensure these same standards apply to any dormitory or canteen facilities.

13. Mines: We expect UN suppliers to strive not to engage in the sale or manufacture of anti-personnel mines or components utilized in the manufacture of anti-personnel mines.

Environment: 14. Environmental: The UN expects its suppliers to have an effective environmental policy and to

comply with existing legislation and regulations regarding the protection of the environment. Suppliers should wherever possible support a precautionary approach to environmental matters, undertake initiatives to promote greater environmental responsibility and encourage the diffusion of environmentally friendly technologies implementing sound life-cycle practices.

2 www.ilo.org/public/english/protection/safework/managmnt/guide.htm


Page 4

15. Chemical and Hazardous Materials: Chemical and other materials posing a hazard if released to the environment are to be identified and managed to ensure their safe handling, movement, storage, recycling or reuse and disposal.

16. Wastewater and Solid Waste: Wastewater and solid waste generated from operations, industrial

processes and sanitation facilities are to be monitored, controlled and treated as required prior to discharge or disposal.

17. Air Emissions: Air emissions of volatile organic chemicals, aerosols, corrosives, particulates, ozone

depleting chemicals and combustion by-products generated from operations are to be characterized, monitored, controlled and treated as required prior to discharge.

18. Minimize Waste, Maximize Recycling: Waste of all types, including water and energy, are to be

reduced or eliminated at the source or by practices such as modifying production, maintenance and facility processes, materials substitution, conservation, recycling and re-using materials.

Bribery & Corruption: 19. Corruption: The UN expects UN suppliers to adhere to the highest standard of moral and ethical

conduct, to respect local laws and not engage in any form of corrupt practices, including extortion, fraud, or bribery, at a minimum.

20. Conflict of Interest: UN suppliers are expected to disclose to the UN any situation that may appear

as a conflict of interest, and disclose to the UN if any UN official or professional under contract with the UN may have an interest of any kind in the supplier's business or any kind of economic ties with the supplier.

21. Gifts and Hospitality: The UN has a “zero tolerance” policy and does not accept any type of gift or

any offer of hospitality. The UN will not accept any invitations to sporting or cultural events, offers of holidays or other recreational trips, transportation, or invitations to lunches or dinners. The UN expects UN suppliers not to offer any benefit such as free goods or services or a work position or sales opportunity to a UN staff member in order to facilitate the suppliers business with the UN.

22. Post employment restrictions : Post-employment restrictions apply to UN former staff members

and to staff in service who participated in the procurement process, as well as to UN suppliers. For a period of one year following separation from service, former staff members are prohibited from seeking or accepting employment, from a UN supplier. Staff members in service must also refrain from accepting any future employment from a UN supplier, with whom they have been involved with. In case of violations of these provisions, UN Suppliers may be subject to having their registration as a qualified supplier with the United Nations barred, suspended or terminated.

We encourage UN suppliers to communicate to us any actions taken to improve its business practices and to send us suggestions about how can the UN best contribute to the implementation of the principles set out in this Code of Conduct. Contacts: Any questions related to this Code of Conduct can be addressed to the Chief, Procurement Service.

DECLARATION OF CONFIDENTIALITY

I, the undersigned, declare and confirm that I am aware that I have been assigned by my employer, _______________ (the “Contractor”), to render certain services for the Office of the United Nations High Commission for Refugees (“UNHCR”). I am aware that my employer’s contract with UNHCR contains the following confidentiality clause: Quote

1. DEFINITIONS AND INTERPRETATION 1.1 the following words and expressions shall have the following meanings unless

the context otherwise requires: “Data Protection Authority” the local governmental or other official

regulators responsible for enforcement of the Data Protection Legislation in relation to UNHCR, if any

“Data Protection Legislation” all privacy laws applicable to the Data which is processed under or in connection with this Agreement and all regulations made pursuant to and in relation to such legislation, together with all codes of practice and other guidance on the foregoing issued by any relevant Data Protection Authority, all as may be amended from time to time

“Data” all data, including but not restricted to financial or personal data, within the meaning given to it in the Data Protection Legislation in respect of which UNHCR is legally responsible by virtue of the Data Protection Legislation and which is from time to time processed under this Agreement by the Contractor and/or on the Contractor’s behalf and, for the avoidance of doubt, shall include details of any and all refugees, potential refugees, employees, and/or other people’s details held within any UNHCR system.

2. CONFIDENTIALITY 2.1 In this Agreement “Confidential Information” means any information of a

confidential nature (whether written, oral, in electronic form or in any other media) that: 2.1.1 is disclosed by or on behalf of a Party (the “Discloser”) or any member of

its Group, and in the case of the Contractor any Contractor Party, to the other Party (the “Recipient”) or a member of its Group or one of its Representatives in connection with this Agreement; and/or

2.1.2 relates to the existence or terms of this Agreement, a Statement of Work and/or the Services; and/or

2.1.3 includes or relates to Data. 2.2 The Recipient of Confidential Information shall: 2.2.1 keep the Confidential Information secret and will only disclose it in the

manner and to the extent expressly permitted by this Agreement or otherwise as permitted by the terms of the disclosure;

2.2.2 use the Confidential Information only to the extent necessary for the performance of its obligations and/or, in relation to UNHCR, receipt of their rights under this Agreement; and

2.2.3 keep the Confidential Information safe and secure and apply to it documentary and electronic security measures that match or exceed those the Recipient operates in relation to its own information which is by its nature confidential.

2.3 Provided that the Recipient has a written agreement with the following persons or entities requiring them to treat the Confidential Information confidential in

UNHCR Consultant Declaration of Confidentiality Page 2 of 4

accordance with the Agreement and this clause 1, the Recipient may disclose Confidential Information to: 2.3.1 any other Party with the Discloser’s prior written consent; and 2.3.2 the Recipient’s employees, officials, representatives and agents who have

a need to know such Confidential Information for purposes of performing obligations under this Agreement, and employees officials, representatives and agents of any legal entity that it controls, controls it, or with which it is under common control, who have a need to know such Confidential Information for purposes of performing obligations under this Agreement, provided that, for these purposes a controlled legal entity means:

2.3.2.1 a corporate entity in which the Party owns or otherwise controls, whether directly or indirectly, over fifty percent (50%) of voting shares thereof;

2.3.2.2 any entity over which the Party exercises effective managerial control; or 2.3.2.3 for UNHCR, a principal or subsidiary organ of the United Nations

established in accordance with the Charter of the United Nations. 2.4 The Contractor may disclose Confidential Information to the extent required by

law, provided that, subject to and without any waiver of the privileges and immunities of UNHCR, the Contractor will give UNHCR sufficient prior notice of a request for the disclosure of Confidential Information in order to allow UNHCR to have a reasonable opportunity to take protective measures or such other action as may be appropriate before any such disclosure is made.

2.5 UNHCR may disclose Confidential Information to the extent as required pursuant to the Charter of the United Nations, or pursuant to resolutions or regulations of the General Assembly or rules promulgated thereunder.

2.6 UNHCR may disclose any Confidential Information: 2.6.1 to any Regulatory Authority or auditor; 2.6.2 to any UNHCR-nominated third parties; 2.6.3 to a Replacement Contractor; 2.6.4 to a third party nominated by UNHCR to perform or manage Step-in

Services; 2.7 The Recipient may disclose Confidential Information to the extent necessary in

order to be able to refer a dispute for resolution in accordance with the Dispute Resolution Procedure in accordance with this Agreement.

2.8 The Recipient shall not be precluded from disclosing Confidential Information that the Recipient can demonstrate to the other Party is or has been: (i) obtained by the Recipient without restriction from a third party who is not in breach of any obligation as to confidentiality to the owner of such Information or any other person; (ii) in the public domain other than by a breach of this Agreement; (iii) previously known by the Recipient; or (iv) at any time is developed or learned by the Recipient completely independently of any disclosures hereunder.

2.9 The Contractor shall ensure that all Contractor Parties comply with equivalent obligations as set out in this clause 1.

2.10 These obligations and restrictions of confidentiality shall be effective during the Term of the Agreement, including any extension thereof, and, unless otherwise provided in the Agreement, shall remain effective following any termination or expiry of the Agreement.

3. DATA PROTECTION AND INFORMATION SECURITY 3.1 With respect to the Parties’ rights and obligations under this Agreement, the

Parties agree that UNHCR is the Data Controller and that the Contractor and the relevant Contractor Party is or are the Data Processors.

3.2 The Contractor warrants and undertakes on a continuing basis that it shall and shall procure that the Contractor Parties shall:


3.2.1 only process the Data in order to provide the Service(s) and then strictly only in accordance with this Agreement and with instructions received from UNHCR from time to time relating to the Data;

3.2.2 promptly and fully cooperate with and assist UNHCR in relation to any reasonable request for cooperation and/or assistance and/or information relating to its and/or their processing of the Data;

3.2.3 ensure that the Data shall only be accessible by the Contractor Personnel to the extent they need to know or require access for the purposes of properly performing their duties in relation to the Services and who, where relevant, understand the confidentiality of such Data (and who are contractually bound to maintain its confidentiality) and in particular the Contractor and the Contractor Parties shall take adequate precautions to ensure that Data is not used, accessed or processed in a manner incompatible with these purposes;

3.2.4 not cause UNHCR to be in breach of any part of the Data Protection Legislation whether by reason of an act or omission by it or them, or by any of its or their directors, officers, staff, employees or the Contractor Parties;

3.2.5 not allow any third parties to access the Data except to the extent that it obtains the prior written consent of UNHCR to appoint a Contractor Party in order to assist it in delivering the Services, and provided that the Contractor shall procure compliance by the Contractor Party with these terms and shall be responsible for the acts and omissions of such Contractor Parties.

3.3 The Contractor warrants and undertakes on a continuing basis that it shall, and shall procure that the Contractor Parties shall: 3.3.1 observe all the requirements of Data Protection Legislation in relation to

Data; 3.3.2 put in place and maintain appropriate technical and organisational

measures against accidental or unlawful destruction or accidental loss, alteration, unauthorised disclosure or access to the Data (including, without limitation the measures set out in the Information Security Requirements);

3.3.3 take all reasonable steps to ensure the reliability of its/their personnel who have access to Data and to ensure they are aware of the Contractor’s or Contractor Party’s (as appropriate) obligations in relation to Data;

3.3.4 promptly notify UNHCR of any actual or suspected or threatened incident of accidental or unlawful destruction or accidental loss, alteration, unauthorised or accidental disclosure of or access to the Data;

3.3.5 promptly provide UNHCR with all relevant information in its or their possession as required by UNHCR to comply with any informal or formal management and reporting obligations recommended or required by Data Protection Legislation concerning any Security Breach;

3.3.6 notify UNHCR within five (5) Business Days of any complaint by a data subject in respect of their Data or any request received from a data subject to have access to their Data or of any other communication relating directly or indirectly to the Processing of any Data in connection with this Agreement and promptly and fully cooperate and assist UNHCR, as appropriate, in relation to any such request or communication. Neither the Contractor nor any Contractor Party shall respond directly to any data subject, access request for their Data or complaint in relation to their Data, or (unless and to the extent required by law) any communication by a Data Protection Authority, in each case unless expressly approved in writing in advance by UNHCR;


3.4 The Contractor shall, at all times during and after the termination or expiry of this Agreement Indemnify UNHCR (including losses agreed to be paid by UNHCR) arising from any breach of the Contractor’s obligations under this clause 2.

3.5 This clause 2 shall continue in effect following termination or expiry of this Agreement.

Unquote I undertake to conduct myself and render services with a view to ensuring full compliance by the Contractor with the above clause. In case of doubt, I shall consult with the Project Coordinator. Upon the request of UNHCR, or termination or expiry of my assignment with UNHCR, I shall immediately return to UNHCR all Confidential Information disclosed to me or to which I had access during or as a result of my assignment with UNHCR, together with all copies thereof. Signed: .......................................................... Name: .......................................................... Date: ..........................................................

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CCOONNTTRRAACCTTSS FFOORR TTHHEE PPRROOVVIISSIIOONN OOFF SSEERRVVIICCEESS

CONTRACTS FOR THE PROVISION OF SERVICES REV.: JANUARY 2010

1. LEGAL STATUS OF THE PARTIES: The United Nations Office of the High Commissioner for Refugees

(“UNHCR”) and the Contractor shall also each be referred to as a “Party” hereunder, and:

1.1 Pursuant, inter alia, to the Charter of the United Nations and the Convention on the Privileges and Immunities

of the United Nations, UNHCR, as a subsidiary organ of the United Nations, has full juridical personality and

enjoys such privileges and immunities as are necessary for the independent fulfillment of its purposes.

1.2 The Contractor shall have the legal status of an independent contractor vis-à-vis UNHCR, and nothing

contained in or relating to the Contract shall be construed as establishing or creating between the Parties the

relationship of employer and employee or of principal and agent. The officials, representatives, employees, or

subcontractors of each of the Parties shall not be considered in any respect as being the employees or agents of

the other Party, and each Party shall be solely responsible for all claims arising out of or relating to its

engagement of such persons or entities.

2. SOURCE OF INSTRUCTIONS: The Contractor shall neither seek nor accept instructions from any authority external

to UNHCR in connection with the performance of its obligations under the Contract. Should any authority external to

UNHCR seek to impose any instructions concerning or restrictions on the Contractor’s performance under the Contract,

the Contractor shall promptly notify UNHCR in writing and provide all reasonable assistance required by UNHCR. The

Contractor shall not take any action in respect of the performance of its obligations under the Contract that may

adversely affect the interests of UNHCR, and the Contractor shall perform its obligations under the Contract with the

fullest regard to the interests of UNHCR.

3. RESPONSIBILITY FOR EMPLOYEES: The following provisions shall apply:

3.1 The Contractor shall be responsible for the professional and technical competence of the personnel it assigns to

perform work under the Contract and will select reliable and competent individuals who will be able to

effectively perform the obligations under the Contract and who, while doing so, will respect the local laws and

customs and conform to a high standard of moral and ethical conduct.

3.2 Such Contractor personnel shall be professionally qualified and, if required to work with officials or staff of

UNHCR, shall be able to do so effectively. The qualifications of any personnel whom the Contractor may

assign or may propose to assign to perform any obligations under the Contract shall be substantially the same,

or better, as the qualifications of any personnel originally proposed by the Contractor.

3.3 At the option of and in the sole discretion of UNHCR:

3.3.1 the qualifications of personnel proposed by the Contractor (e.g., a curriculum vitae) may be

reviewed by UNHCR prior to such personnel’s performing any obligations under the Contract;

3.3.2 any personnel proposed by the Contractor to perform obligations under the Contract may be

interviewed by qualified staff or officials of UNHCR prior to such personnel’s performing any

obligations under the Contract; and,

3.3.3 in cases in which, pursuant to Article 3.3.1 or 3.3.2, above, UNHCR has reviewed the qualifications

of such Contractor’s personnel, UNHCR may reasonably refuse to accept any such personnel.

3.4 Requirements specified in the Contract regarding the number or qualifications of the Contractor’s personnel

may change during the course of performance of the Contract. Any such change shall be made only following

written notice of such proposed change and upon written agreement between the Parties regarding such change,

subject to the following:

3.4.1 UNHCR may, at any time, request, in writing, the withdrawal or replacement of any of the

Contractor’s personnel, and such request shall not be unreasonably refused by the Contractor.

REV.: JANUARY 2010 GENERAL CONDITIONS OF CONTRACT FOR CONTRACTS FOR THE PROVISION OF SERVICES PAGE 2

3.4.2 Any of the Contractor’s personnel assigned to perform obligations under the Contract shall not be

withdrawn or replaced without the prior written consent of UNHCR, which shall not be unreasonably

withheld.

3.4.3 The withdrawal or replacement of the Contractor’s personnel shall be carried out as quickly as

possible and in a manner that will not adversely affect the performance of obligations under the

Contract.

3.4.4 All expenses related to the withdrawal or replacement of the Contractor’s personnel shall, in all

cases, be borne exclusively by the Contractor.

3.4.5 Any request by UNHCR for the withdrawal or replacement of the Contractor’s personnel shall not be

considered to be a termination, in whole or in part, of the Contract, and UNHCR shall not bear any

liability in respect of such withdrawn or replaced personnel.

3.4.6 If a request for the withdrawal or replacement of the Contractor’s personnel is not based upon a

default by or failure on the part of the Contractor to perform its obligations in accordance with the

Contract, the misconduct of the personnel, or the inability of such personnel to reasonably work

together with UNHCR officials and staff, then the Contractor shall not be liable by reason of any

such request for the withdrawal or replacement of the Contractor’s personnel for any delay in the

performance by the Contractor of its obligations under the Contract that is substantially the result of

such personnel’s being withdrawn or replaced.

3.5 Nothing in Articles 3.2, 3.3 and 3.4, above, shall be construed to create any obligations on the part of UNHCR

with respect to the Contractor’s personnel assigned to perform work under the Contract, and such personnel

shall remain the sole responsibility of the Contractor.

3.6 The Contractor shall be responsible for requiring that all personnel assigned by it to perform any obligations

under the Contract and who may have access to any premises or other property of UNHCR shall:

3.6.1 undergo or comply with security screening requirements made known to the Contractor by UNHCR,

including but not limited to, a review of any criminal history;

3.6.2 when within UNHCR premises or on UNHCR property, display such identification as may be

approved and furnished by UNHCR security officials, and that upon the withdrawal or replacement

of any such personnel or upon termination or completion of the Contract, such personnel shall

immediately return any such identification to UNHCR for cancellation.

3.7 Not less than one working day after learning that any of Contractor’s personnel who have access to any

UNHCR premises have been charged by law enforcement authorities with an offense other than a minor traffic

offense, the Contractor shall provide written notice to inform UNHCR about the particulars of the charges then

known and shall continue to inform UNHCR concerning all substantial developments regarding the disposition

of such charges.

3.8 All operations of the Contractor, including without limitation, storage of equipment, materials, supplies and

parts, within UNHCR premises or on UNHCR property shall be confined to areas authorized or approved by

UNHCR. The Contractor’s personnel shall not enter or pass through and shall not store or dispose of any of its

equipment or materials in any areas within UNHCR premises or on UNHCR property without appropriate

authorization from UNHCR.

4. ASSIGNMENT:

4.1 Except as provided in Article 4.2, below, the Contractor may not assign, transfer, pledge or make any other

disposition of the Contract, of any part of the Contract, or of any of the rights, claims or obligations under the

Contract except with the prior written authorization of UNHCR. Any such unauthorized assignment, transfer,

pledge or other disposition, or any attempt to do so, shall not be binding on UNHCR. Except as permitted with

respect to any approved subcontractors, the Contractor shall not delegate any of its obligations under the

Contract, except with the prior written consent of UNHCR. Any such unauthorized delegation, or attempt to do

so, shall not be binding on UNHCR.

4.2 The Contractor may assign or otherwise transfer the Contract to the surviving entity resulting from a

reorganization of the Contractor’s operations, provided that:


4.2.1 such reorganization is not the result of any bankruptcy, receivership or other similar proceedings;

and,

4.2.2 such reorganization arises from a sale, merger, or acquisition of all or substantially all of the

Contractor’s assets or ownership interests; and,

4.2.3 the Contractor promptly notifies UNHCR about such assignment or transfer at the earliest

opportunity; and,

4.2.4 the assignee or transferee agrees in writing to be bound by all of the terms and conditions of the

Contract, and such writing is promptly provided to UNHCR following the assignment or transfer.

5. SUBCONTRACTING: In the event that the Contractor requires the services of subcontractors to perform any

obligations under the Contract, the Contractor shall obtain the prior written approval of UNHCR. UNHCR shall be

entitled, in its sole discretion, to review the qualifications of any subcontractors and to reject any proposed subcontractor

that UNHCR reasonably considers is not qualified to perform obligations under the Contract. UNHCR shall have the

right to require any subcontractor’s removal from UNHCR premises without having to give any justification therefor.

Any such rejection or request for removal shall not, in and of itself, entitle the Contractor to claim any delays in the

performance, or to assert any excuses for the non-performance, of any of its obligations under the Contract, and the

Contractor shall be solely responsible for all services and obligations performed by its subcontractors. The terms of any

subcontract shall be subject to, and shall be construed in a manner that is fully in accordance with, all of the terms and

conditions of the Contract.

6. OFFICIALS NOT TO BENEFIT: The Contractor warrants that it has not and shall not offer any direct or indirect

benefit arising from or related to the performance of the Contract or the award thereof to any representative, official,

employee, or other agent of UNHCR. The Contractor acknowledges and agrees that any breach of this provision is a

breach of an essential term of the Contract.

7. INDEMNIFICATION:

7.1 The Contractor shall indemnify, defend, and hold and save harmless, UNHCR, and its officials, agents and

employees, from and against all suits, proceedings, claims, demands, losses and liability of any kind or nature

brought by any third party against UNHCR, including, but not limited to, all litigation costs and expenses,

attorney’s fees, settlement payments and damages, based on, arising from, or relating to:

7.1.1 allegations or claims that the possession of or use by UNHCR of any patented device, any

copyrighted material, or any other goods, property or services provided or licensed to UNHCR under

the terms of the Contract, in whole or in part, separately or in a combination contemplated by the

Contractor’s published specifications therefor, or otherwise specifically approved by the Contractor,

constitutes an infringement of any patent, copyright, trademark, or other intellectual property right of

any third party; or,

7.1.2 any acts or omissions of the Contractor, or of any subcontractor or anyone directly or indirectly

employed by them in the performance of the Contract, which give rise to legal liability to anyone not

a party to the Contract, including, without limitation, claims and liability in the nature of a claim for

workers’ compensation.

7.2 The indemnity set forth in Article 7.1.1, above, shall not apply to:

7.2.1 A claim of infringement resulting from the Contractor’s compliance with specific written instructions

by UNHCR directing a change in the specifications for the goods, property, materials, equipment or

supplies to be or used, or directing a manner of performance of the Contract or requiring the use of

specifications not normally used by the Contractor; or

7.2.2 A claim of infringement resulting from additions to or changes in any goods, property, materials

equipment, supplies or any components thereof furnished under the Contract if UNHCR or another

party acting under the direction of UNHCR made such changes.

7.3 In addition to the indemnity obligations set forth in this Article 7, the Contractor shall be obligated, at its sole

expense, to defend UNHCR and its officials, agents and employees, pursuant to this Article 7, regardless of

whether the suits, proceedings, claims and demands in question actually give rise to or otherwise result in any

loss or liability.


7.4 UNHCR shall advise the Contractor about any such suits, proceedings, claims, demands, losses or liability

within a reasonable period of time after having received actual notice thereof. The Contractor shall have sole

control of the defense of any such suit, proceeding, claim or demand and of all negotiations in connection with

the settlement or compromise thereof, except with respect to the assertion or defense of the privileges and

immunities of UNHCR or any matter relating thereto, which only UNHCR itself is authorized to assert and

maintain. UNHCR shall have the right, at its own expense, to be represented in any such suit, proceeding, claim

or demand by independent counsel of its own choosing.

7.5 In the event the use by UNHCR of any goods, property or services provided or licensed to UNHCR by the

Contractor, in whole or in part, in any suit or proceeding, is for any reason enjoined, temporarily or

permanently, or is found to infringe any patent, copyright, trademark or other intellectual property right, or in

the event of a settlement, is enjoined, limited or otherwise interfered with, then the Contractor, at its sole cost

and expense, shall, promptly, either:

7.5.1 procure for UNHCR the unrestricted right to continue using such goods or services provided to

UNHCR;

7.5.2 replace or modify the goods or services provided to UNHCR, or part thereof, with the equivalent or

better goods or services, or part thereof, that is non-infringing; or,

7.5.3 refund to UNHCR the full price paid by UNHCR for the right to have or use such goods, property or

services, or part thereof.

8. INSURANCE AND LIABILITY:

8.1 The Contractor shall pay UNHCR promptly for all loss, destruction, or damage to the property of UNHCR

caused by the Contractor’s personnel or by any of its subcontractors or anyone else directly or indirectly

employed by the Contractor or any of its subcontractors in the performance of the Contract.

8.2 Unless otherwise provided in the Contract, prior to commencement of performance of any other obligations

under the Contract, and subject to any limits set forth in the Contract, the Contractor shall take out and shall

maintain for the entire term of the Contract, for any extension thereof, and for a period following any

termination of the Contract reasonably adequate to deal with losses:

8.2.1 insurance against all risks in respect of its property and any equipment used for the performance of

the Contract;

8.2.2 workers’ compensation insurance, or its equivalent, or employer’s liability insurance, or its

equivalent, with respect to the Contractor’s personnel sufficient to cover all claims for injury, death

and disability, or any other benefits required to be paid by law, in connection with the performance of

the Contract;

8.2.3 liability insurance in an adequate amount to cover all claims, including, but not limited to, claims for

death and bodily injury, products and completed operations liability, loss of or damage to property,

and personal and advertising injury, arising from or in connection with the Contractor’s performance

under the Contract, including, but not limited to, liability arising out of or in connection with the acts

or omissions of the Contractor, its personnel, agents, or invitees, or the use, during the performance

of the Contract, of any vehicles, boats, airplanes or other transportation vehicles and equipment,

whether or not owned by the Contractor; and,

8.2.4 such other insurance as may be agreed upon in writing between UNHCR and the Contractor.

8.3 The Contractor’s liability policies shall also cover subcontractors and all defense costs and shall contain a

standard “cross liability” clause.

8.4 The Contractor acknowledges and agrees that UNHCR accepts no responsibility for providing life, health,

accident, travel or any other insurance coverage which may be necessary or desirable in respect of any

personnel performing services for the Contractor in connection with the Contract.

8.5 Except for the workers’ compensation insurance or any self-insurance program maintained by the Contractor

and approved by UNHCR, in its sole discretion, for purposes of fulfilling the Contractor’s requirements for

providing insurance under the Contract, the insurance policies required under the Contract shall:


8.5.1 name UNHCR as an additional insured under the liability policies, including, if required, as a

separate endorsement under the policy;

8.5.2 include a waiver of subrogation of the Contractor’s insurance carrier’s rights against UNHCR;

8.5.3 provide that UNHCR shall receive written notice from the Contractor’s insurance carrier not less than

thirty (30) days prior to any cancellation or material change of coverage; and,

8.5.4 include a provision for response on a primary and non-contributing basis with respect to any other

insurance that may be available to UNHCR.

8.6 The Contractor shall be responsible to fund all amounts within any policy deductible or retention.

8.7 Except for any self-insurance program maintained by the Contractor and approved by UNHCR for purposes of

fulfilling the Contractor’s requirements for maintaining insurance under the Contract, the Contractor shall

maintain the insurance taken out under the Contract with reputable insurers that are in good financial standing

and that are acceptable to UNHCR Prior to the commencement of any obligations under the Contract, the

Contractor shall provide UNHCR with evidence, in the form of certificate of insurance or such other form as

UNHCR may reasonably require, that demonstrates that the Contractor has taken out insurance in accordance

with the requirements of the Contract. UNHCR reserves the right, upon written notice to the Contractor, to

obtain copies of any insurance policies or insurance program descriptions required to be maintained by the

Contractor under the Contract. Notwithstanding the provisions of Article 8.5.3, above, the Contractor shall

promptly notify UNHCR concerning any cancellation or material change of insurance coverage required under

the Contract.

8.8 The Contractor acknowledges and agrees that neither the requirement for taking out and maintaining insurance

as set forth in the Contract nor the amount of any such insurance, including, but not limited to, any deductible or

retention relating thereto, shall in any way be construed as limiting the Contractor’s liability arising under or

relating to the Contract.

9. ENCUMBRANCES AND LIENS: The Contractor shall not cause or permit any lien, attachment or other encumbrance

by any person to be placed on file or to remain on file in any public office or on file with the United Nations against any

monies due to the Contractor or that may become due for any work done or against any goods supplied or materials

furnished under the Contract, or by reason of any other claim or demand against the Contractor or UNHCR.

10. EQUIPMENT FURNISHED BY UNHCR TO THE CONTRACTOR: Title to any equipment and supplies that may

be furnished by UNHCR to the Contractor for the performance of any obligations under the Contract shall rest with

UNHCR, and any such equipment shall be returned to UNHCR at the conclusion of the Contract or when no longer

needed by the Contractor. Such equipment, when returned to UNHCR, shall be in the same condition as when delivered

to the Contractor, subject to normal wear and tear, and the Contractor shall be liable to compensate UNHCR for the

actual costs of any loss of, damage to, or degradation of the equipment that is beyond normal wear and tear.

11. COPYRIGHT, PATENTS AND OTHER PROPRIETARY RIGHTS:

11.1 Except as is otherwise expressly provided in writing in the Contract, UNHCR shall be entitled to all

intellectual property and other proprietary rights including, but not limited to, patents, copyrights, and

trademarks, with regard to products, processes, inventions, ideas, know-how, or documents and other materials

which the Contractor has developed for UNHCR under the Contract and which bear a direct relation to or are

produced or prepared or collected in consequence of, or during the course of, the performance of the Contract.

The Contractor acknowledges and agrees that such products, documents and other materials constitute works

made for hire for UNHCR.

11.2 To the extent that any such intellectual property or other proprietary rights consist of any intellectual property

or other proprietary rights of the Contractor: (i) that pre-existed the performance by the Contractor of its

obligations under the Contract, or (ii) that the Contractor may develop or acquire, or may have developed or

acquired, independently of the performance of its obligations under the Contract, UNHCR does not and shall

not claim any ownership interest thereto, and the Contractor grants to UNHCR a perpetual license to use such

intellectual property or other proprietary right solely for the purposes of and in accordance with the

requirements of the Contract.


11.3 At the request of UNHCR, the Contractor shall take all necessary steps, execute all necessary documents and

generally assist in securing such proprietary rights and transferring or licensing them to UNHCR in

compliance with the requirements of the applicable law and of the Contract.

11.4 Subject to the foregoing provisions, all maps, drawings, photographs, mosaics, plans, reports, estimates,

recommendations, documents, and all other data compiled by or received by the Contractor under the Contract

shall be the property of UNHCR, shall be made available for use or inspection by UNHCR at reasonable times

and in reasonable places, shall be treated as confidential, and shall be delivered only to UNHCR authorized

officials on completion of work under the Contract.

12. PUBLICITY, AND USE OF THE NAME, EMBLEM OR OFFICIAL SEAL OF THE UNITED NATIONS OR

OF UNHCR: The Contractor shall not advertise or otherwise make public for purposes of commercial advantage or

goodwill that it has a contractual relationship with the United Nations or UNHCR, nor shall the Contractor, in any

manner whatsoever use the name, emblem or official seal of the United Nations or of UNHCR, or any abbreviation of

the name of the United Nations or of UNHCR in connection with its business or otherwise without the written

permission of UNHCR..

13. CONFIDENTIAL NATURE OF DOCUMENTS AND INFORMATION: Information and data that is considered

proprietary by either Party or that is delivered or disclosed by one Party (“Discloser”) to the other Party (“Recipient”)

during the course of performance of the Contract, and that is designated as confidential (“Information”)1, shall be held in

confidence by that Party and shall be handled as follows:

13.1 The recipient (“Recipient”) of such Information shall:

13.1.1 use the same care and discretion to avoid disclosure, publication or dissemination of the

Discloser’s Information as it uses with its own similar Information that it does not wish to

disclose, publish or disseminate; and,

13.1.2 use the Discloser’s Information solely for the purpose for which it was disclosed.

13.2 Provided that the Recipient has a written agreement with the following persons or entities requiring them to

treat the Information confidential in accordance with the Contract and this Article 13, the Recipient may

disclose Information to:

13.2.1 any other party with the Discloser’s prior written consent; and,

13.2.2 the Recipient’s employees, officials, representatives and agents who have a need to know such

Information for purposes of performing obligations under the Contract, and employees officials,

representatives and agents of any legal entity that it controls, controls it, or with which it is under

common control, who have a need to know such Information for purposes of performing

obligations under the Contract, provided that, for these purposes a controlled legal entity means:

13.2.2.1 a corporate entity in which the Party owns or otherwise controls, whether directly

or indirectly, over fifty percent (50%) of voting shares thereof; or,

13.2.2.2 any entity over which the Party exercises effective managerial control; or,

13.2.2.3 for UNHCR, a principal or subsidiary organ of the United Nations established in

accordance with the Charter of the United Nations.

13.3 The Contractor may disclose Information to the extent required by law, provided that, subject to and without

any waiver of the privileges and immunities of UNHCR, the Contractor will give UNHCR sufficient prior

notice of a request for the disclosure of Information in order to allow UNHCR to have a reasonable

opportunity to take protective measures or such other action as may be appropriate before any such disclosure

is made.

13.4 UNHCR may disclose Information to the extent as required pursuant to the Charter of the United Nations, or

pursuant to resolutions or regulations of the General Assembly or rules promulgated thereunder.

1 Information and data that is considered by UNHCR as proprietary and confidential includes, but is not limited to, data

pertaining to refugees and persons of concern to UNHCR.


13.5 The Recipient shall not be precluded from disclosing Information that is (i) obtained by the Recipient without

restriction from a third party who is not in breach of any obligation as to confidentiality to the owner of such

Information or any other person, or (ii) disclosed by the Discloser to a third party without any obligation of

confidentiality, or (iii) previously known by the Recipient, or (iv) at any time is developed by the Recipient

completely independently of any disclosures hereunder.

13.6 These obligations and restrictions of confidentiality shall be effective during the term of the Contract,

including any extension thereof, and, unless otherwise provided in the Contract, shall remain effective

following any termination of the Contract.

14. FORCE MAJEURE; OTHER CHANGES IN CONDITIONS:

14.1 In the event of and as soon as possible after the occurrence of any cause constituting force majeure, the

affected Party shall give notice and full particulars in writing to the other Party, of such occurrence or cause if

the affected Party is thereby rendered unable, wholly or in part, to perform its obligations and meet its

responsibilities under the Contract. The affected Party shall also notify the other Party of any other changes in

condition or the occurrence of any event which interferes or threatens to interfere with its performance of the

Contract. Not more than fifteen (15) days following the provision of such notice of force majeure or other

changes in condition or occurrence, the affected Party shall also submit a statement to the other Party of

estimated expenditures that will likely be incurred for the duration of the change in condition or the event of

force majeure. On receipt of the notice or notices required hereunder, the Party not affected by the occurrence

of a cause constituting force majeure shall take such action as it reasonably considers to be appropriate or

necessary in the circumstances, including the granting to the affected Party of a reasonable extension of time

in which to perform any obligations under the Contract.

14.2 If the Contractor is rendered unable, wholly or in part, by reason of force majeure to perform its obligations

and meet its responsibilities under the Contract, UNHCR shall have the right to suspend or terminate the

Contract on the same terms and conditions as are provided for in Article 15, “Termination,” except that the

period of notice shall be seven (7) days instead of thirty (30) days. In any case, UNHCR shall be entitled to

consider the Contractor permanently unable to perform its obligations under the Contract in case the

Contractor is unable to perform its obligations, wholly or in part, by reason of force majeure for any period in

excess of ninety (90) days.

14.3 Force majeure as used herein means any unforeseeable and irresistible act of nature, any act of war (whether

declared or not), invasion, revolution, insurrection, terrorism, or any other acts of a similar nature or force,

provided that such acts arise from causes beyond the control and without the fault or negligence of the

Contractor. The Contractor acknowledges and agrees that, with respect to any obligations under the Contract

that the Contractor must perform in areas in which UNHCR is engaged in, preparing to engage in, or

disengaging from any humanitarian or similar operations, any delays or failure to perform such obligations

arising from or relating to harsh conditions within such areas, or to any incidents of civil unrest occurring in

such areas, shall not, in and of itself, constitute force majeure under the Contract.

15. TERMINATION:

15.1 Either Party may terminate the Contract for cause, in whole or in part, upon thirty (30) day’s notice, in writing,

to the other Party. The initiation of conciliation or arbitral proceedings in accordance with Article 18

“Settlement of Disputes,” below, shall not be deemed to be a “cause” for or otherwise to be in itself a

termination of the Contract.

15.2 UNHCR may terminate the Contract at any time by providing written notice to the Contractor in any case in

which the mandate of UNHCR applicable to the performance of the Contract or the funding of UNHCR

applicable to the Contract is curtailed or terminated, whether in whole or in part. In addition, unless otherwise

provided by the Contract, upon sixty (60) day’s advance written notice to the Contractor, UNHCR may

terminate the Contract without having to provide any justification therefor.

15.3 In the event of any termination of the Contract, upon receipt of notice of termination that has been issued by

UNHCR, the Contractor shall, except as may be directed by UNHCR in the notice of termination or otherwise

in writing:

15.3.1 take immediate steps to bring the performance of any obligations under the Contract to a close in a

prompt and orderly manner, and in doing so, reduce expenses to a minimum;


15.3.2 refrain from undertaking any further or additional commitments under the Contract as of and

following the date of receipt of such notice;

15.3.3 place no further subcontracts or orders for materials, services, or facilities, except as UNHCR and

the Contractor agree in writing are necessary to complete any portion of the Contract that is not

terminated;

15.3.4 terminate all subcontracts or orders to the extent they relate to the portion of the Contract

terminated;

15.3.5 transfer title and deliver to UNHCR the fabricated or unfabricated parts, work in process,

completed work, supplies, and other material produced or acquired for the portion of the Contract

terminated;

15.3.6 deliver all completed or partially completed plans, drawings, information, and other property that,

if the Contract had been completed, would be required to be furnished to UNHCR thereunder;

15.3.7 complete performance of the work not terminated; and,

15.3.8 take any other action that may be necessary, or that UNHCR may direct in writing, for the

minimization of losses and for the protection and preservation of any property, whether tangible or

intangible, related to the Contract that is in the possession of the Contractor and in which UNHCR

has or may be reasonably expected to acquire an interest.

15.4 In the event of any termination of the Contract, UNHCR shall be entitled to obtain reasonable written

accountings from the Contractor concerning all obligations performed or pending in accordance with the

Contract. In addition, UNHCR shall not be liable to pay the Contractor except for those goods delivered and

services provided to UNHCR in accordance with the requirements of the Contract, but only if such goods or

services were ordered, requested or otherwise provided prior to the Contractor’s receipt of notice of

termination from UNHCR or prior to the Contractor’s tendering of notice of termination to UNHCR.

15.5 UNHCR may, without prejudice to any other right or remedy available to it, terminate the Contract forthwith

in the event that:

15.5.1 the Contractor is adjudged bankrupt, or is liquidated, or becomes insolvent, or applies for a

moratorium or stay on any payment or repayment obligations, or applies to be declared insolvent;

15.5.2 the Contractor is granted a moratorium or a stay, or is declared insolvent;

15.5.3 the Contractor makes an assignment for the benefit of one or more of its creditors;

15.5.4 a receiver is appointed on account of the insolvency of the Contractor;

15.5.5 the Contractor offers a settlement in lieu of bankruptcy or receivership; or,

15.5.6 UNHCR reasonably determines that the Contractor has become subject to a materially adverse

change in its financial condition that threatens to substantially affect the ability of the Contractor

to perform any of its obligations under the Contract.

15.6 Except as prohibited by law, the Contractor shall be bound to compensate UNHCR for all damages and costs,

including, but not limited to, all costs incurred by UNHCR in any legal or non-legal proceedings, as a result of

any of the events specified in Article 15.5, above, and resulting from or relating to a termination of the

Contract, even if the Contractor is adjudged bankrupt, or is granted a moratorium or stay or is declared

insolvent. The Contractor shall immediately inform UNHCR of the occurrence of any of the events specified

in Article 15.5, above, and shall provide UNHCR with any information pertinent thereto.

15.7 The provisions of this Article 15 are without prejudice to any other rights or remedies of UNHCR under the

Contract or otherwise.

16. NON-WAIVER OF RIGHTS: The failure by either Party to exercise any rights available to it, whether under the

Contract or otherwise, shall not be deemed for any purposes to constitute a waiver by the other Party of any such right or

any remedy associated therewith, and shall not relieve the Parties of any of their obligations under the Contract.


17. NON-EXCLUSIVITY: Unless otherwise specified in the Contract, UNHCR shall have no obligation to purchase any

minimum quantities of goods or services from the Contractor, and UNHCR shall have no limitation on its right to obtain

goods or services of the same kind, quality and quantity described in the Contract, from any other source at any time.

18. SETTLEMENT OF DISPUTES:

18.1 AMICABLE SETTLEMENT: The Parties shall use their best efforts to amicably settle any dispute,

controversy, or claim arising out of the Contract or the breach, termination, or invalidity thereof. Where the

Parties wish to seek such an amicable settlement through conciliation, the conciliation shall take place in

accordance with the Conciliation Rules then obtaining of the United Nations Commission on International

Trade Law (“UNCITRAL”), or according to such other procedure as may be agreed between the Parties in

writing.

18.2 ARBITRATION: Any dispute, controversy, or claim between the Parties arising out of the Contract or the

breach, termination, or invalidity thereof, unless settled amicably under Article 18.1, above, within sixty (60)

days after receipt by one Party of the other Party’s written request for such amicable settlement, shall be

referred by either Party to arbitration in accordance with the UNCITRAL Arbitration Rules then obtaining.

The decisions of the arbitral tribunal shall be based on general principles of international commercial law. The

arbitral tribunal shall be empowered to order the return or destruction of goods or any property, whether

tangible or intangible, or of any confidential information provided under the Contract, order the termination of

the Contract, or order that any other protective measures be taken with respect to the goods, services or any

other property, whether tangible or intangible, or of any confidential information provided under the Contract,

as appropriate, all in accordance with the authority of the arbitral tribunal pursuant to Article 26 (“Interim

Measures of Protection”) and Article 32 (“Form and Effect of the Award”) of the UNCITRAL Arbitration

Rules. The arbitral tribunal shall have no authority to award punitive damages. In addition, unless otherwise

expressly provided in the Contract, the arbitral tribunal shall have no authority to award interest in excess of

the London Inter-Bank Offered Rate (“LIBOR”) then prevailing, and any such interest shall be simple interest

only. The Parties shall be bound by any arbitration award rendered as a result of such arbitration as the final

adjudication of any such dispute, controversy, or claim.

19. PRIVILEGES AND IMMUNITIES: Nothing in or relating to the Contract shall be deemed a waiver, express or

implied, of any of the privileges and immunities of the United Nations, including its subsidiary organs or of UNHCR (as

a subsidiary organ of the United Nations).

20. TAX EXEMPTION:

20.1 Article II, Section 7, of the Convention on the Privileges and Immunities of the United Nations provides, inter

alia, that the United Nations, including UNHCR as one of its subsidiary organs, is exempt from all direct

taxes, except charges for public utility services, and is exempt from customs restrictions, duties, and charges of

a similar nature in respect of articles imported or exported for its official use. In the event any governmental

authority refuses to recognize the exemptions of UNHCR from such taxes, restrictions, duties, or charges, the

Contractor shall immediately consult with UNHCR to determine a mutually acceptable procedure.

20.2 The Contractor authorizes UNHCR to deduct from the Contractor’s invoices any amount representing such

taxes, duties or charges, unless the Contractor has consulted with UNHCR before the payment thereof and

UNHCR has, in each instance, specifically authorized the Contractor to pay such taxes, duties, or charges

under written protest. In that event, the Contractor shall provide UNHCR with written evidence that payment

of such taxes, duties or charges has been made and appropriately authorized, and UNHCR shall reimburse the

Contractor for any such taxes, duties, or charges so authorized by UNHCR and paid by the Contractor under

written protest.

21. OBSERVANCE OF THE LAW: The Contractor shall comply with all laws, ordinances, rules, and regulations bearing

upon the performance of its obligations under the Contract. In addition, the Contractor shall maintain compliance with

all obligations relating to its registration as a qualified vendor of goods or services to UNHCR, as such obligations are set

forth in vendor registration procedures.

22. MODIFICATIONS:

22.1 The Director of the Division for Emergency and Supply Management, or such other contracting authority as

UNHCR has made known to the Contractor in writing, possesses the authority to agree on behalf of UNHCR

to any modification of or change in the Contract, to a waiver of any of its provisions or to any additional


contractual relationship of any kind with the Contractor. Accordingly, no modification or change in the

Contract shall be valid and enforceable against UNHCR unless provided by a valid written amendment to the

Contract signed by the Contractor and the Director of the Division for Emergency and Supply Management or

such other contracting authority.

22.2 If the Contract shall be extended for additional periods in accordance with the terms and conditions of the

Contract, the terms and conditions applicable to any such extended term of the Contract shall be the same

terms and conditions as set forth in the Contract, unless the Parties shall have agreed otherwise pursuant to a

valid amendment concluded in accordance with Article 22.1, above.

22.3 The terms or conditions of any supplemental undertakings, licenses, or other forms of agreement concerning

any goods or services provided under the Contract shall not be valid and enforceable against UNHCR nor in

any way shall constitute an agreement by UNHCR thereto unless any such undertakings, licenses or other

forms are the subject of a valid amendment concluded in accordance with Article 22.1, above.

23. AUDITS AND INVESTIGATIONS:

23.1 Each invoice paid by UNHCR shall be subject to a post-payment audit by auditors, whether internal or

external, of UNHCR or by other authorized and qualified agents of UNHCR at any time during the term of the

Contract and for a period of two (2) years following the expiration or prior termination of the Contract.

UNHCR shall be entitled to a refund from the Contractor for any amounts shown by such audits to have been

paid by UNHCR other than in accordance with the terms and conditions of the Contract.

23.2 The Contractor acknowledges and agrees that, from time to time, UNHCR may conduct investigations relating

to any aspect of the Contract or the award thereof, the obligations performed under the Contract, and the

operations of the Contractor generally relating to performance of the Contract. The right of UNHCR to

conduct an investigation and the Contractor’s obligation to comply with such an investigation shall not lapse

upon expiration or prior termination of the Contract. The Contractor shall provide its full and timely

cooperation with any such inspections, post-payment audits or investigations. Such cooperation shall include,

but shall not be limited to, the Contractor’s obligation to make available its personnel and any relevant

documentation for such purposes at reasonable times and on reasonable conditions and to grant to UNHCR

access to the Contractor’s premises at reasonable times and on reasonable conditions in connection with such

access to the Contractor’s personnel and relevant documentation. The Contractor shall require its agents,

including, but not limited to, the Contractor’s attorneys, accountants or other advisers, to reasonably cooperate

with any inspections, post-payment audits or investigations carried out by UNHCR hereunder.

24. LIMITATION ON ACTIONS:

24.1 Except with respect to any indemnification obligations in Article 7, above, or as are otherwise set forth in the

Contract, any arbitral proceedings in accordance with Article 18.2, above, arising out of the Contract must be

commenced within three years after the cause of action has accrued.

24.2 The Parties further acknowledge and agree that, for these purposes, a cause of action shall accrue when the

breach actually occurs, or, in the case of latent defects, when the injured Party knew or should have known all

of the essential elements of the cause of action, or in the case of a breach of warranty, when tender of delivery

is made, except that, if a warranty extends to future performance of the goods or any process or system and the

discovery of the breach consequently must await the time when such goods or other process or system is ready

to perform in accordance with the requirements of the Contract, the cause of action accrues when such time of

future performance actually begins.

25. CHILD LABOR: The Contractor represents and warrants that neither it, its parent entities (if any), nor any of the

Contractor’s subsidiary or affiliated entities (if any), is engaged in any practice inconsistent with the rights set forth in

the Convention on the Rights of the Child, including Article 32 thereof, which, inter alia, requires that a child shall be

protected from performing any work that is likely to be hazardous or to interfere with the child’s education, or to be

harmful to the child’s health or physical, mental, spiritual, moral, or social development. The Contractor acknowledges

and agrees that the provisions hereof constitute an essential term of the Contract and that any breach of this

representation and warranty shall entitle UNHCR to terminate the Contract immediately upon notice to the Contractor,

without any liability for termination charges or any other liability of any kind.

26. MINES: The Contractor warrants and represents that neither it, its parent entities (if any), nor any of the Contractor’s

subsidiaries or affiliated entities (if any), is engaged in the sale or manufacture of anti-personnel mines or components


utilized in the manufacture of anti-personnel mines. The Contractor acknowledges and agrees that the provisions hereof

constitute an essential term of the Contract and that any breach of this representation and warranty shall entitle UNHCR

to terminate the Contract immediately upon notice to the Contractor, without any liability for termination charges or any

other liability of any kind.

27. SEXUAL EXPLOITATION:

27.1 The Contractor shall take all appropriate measures to prevent sexual exploitation or abuse of anyone by its

employees or any other persons engaged and controlled by the Contractor to perform any services under the

Contract. For these purposes, sexual activity with any person less than eighteen years of age, regardless of any

laws relating to consent, shall constitute the sexual exploitation and abuse of such person. In addition, the

Contractor shall refrain from, and shall take all reasonable and appropriate measures to prohibit its employees

or other persons engaged and controlled by it from exchanging any money, goods, services, or other things of

value, for sexual favors or activities, or from engaging any sexual activities that are exploitive or degrading to

any person. The Contractor acknowledges and agrees that the provisions hereof constitute an essential term of

the Contract and that any breach of these provisions shall entitle UNHCR to terminate the Contract

immediately upon notice to the Contractor, without any liability for termination charges or any other liability

of any kind.

27.2 UNHCR shall not apply the foregoing standard relating to age in any case in which the Contractor’s personnel

or any other person who may be engaged by the Contractor to perform any services under the Contract is

married to the person less than the age of eighteen years with whom sexual activity has occurred and in which

such marriage is recognized as valid under the laws of the country of citizenship of such Contractor’s

personnel or such other person who may be engaged by the Contractor to perform any services under the

Contract.

28. EXPLOITATION AND ABUSE OF REFUGEES AND OTHER PERSONS OF CONCERN TO UNHCR: The

Contractor warrants that it has instructed its personnel to refrain from any conduct that would adversely reflect on

UNHCR and/or the United Nations and from any activity which is incompatible with the aims and objectives of the

United Nations or the mandate of UNHCR to ensure the protection of refugees and other persons of concern to UNHCR.

The Contractor hereby undertakes all possible measures to prevent its personnel from exploiting and abusing refugees

and other persons of concern to UNHCR. The failure of the Contractor to investigate allegations of exploitation and

abuse against its personnel or related to its activities or to take corrective action when exploitation or abuse has occurred,

shall entitle UNHCR to terminate the Contract immediately upon notice to the Contractor, at no cost to UNHCR.

29. PAYMENT INSTRUCTIONS: UNHCR shall, on the fulfillment of the delivery terms, unless otherwise provided in

the Contract or purchase order, make payment by bank transfer within thirty days of receipt of the Contractor’s invoice

for the goods and copies of any other documentation specified in the Contract. Payment against the invoice referred to

above will reflect any discount shown under the payment terms agreed among the parties, provided payment is made

within the period required by such payment terms. The prices shown in the Contract or the purchase order may not be

increased except by express written agreement of UNHCR. Documents are to be sent to the address indicated in the

Contract or purchase order.

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