Request for Proposal for Migration from CRM online to CRM on …ilrc.hkcss.org.hk/file/20171020 ILRC CRM enhancement... · 2017-10-20 · CRM online to CRM on-premises for the Operation

ILRC Tender – Migration from CRM online to CRM on-premises for the Operation Management

System (OMS)

1

Request for Proposal

for

Migration from CRM online to CRM on-premises for the

Operation Management System (OMS)

of

Internet Learning Resource Centre Limited

20 October 2017

ISSUED BY

INTERNET LEARNING RESOURCE CENTRE LIMITED

THE HONG KONG COUNCIL OF SOCIAL SERVICE

Issuing Date: 9:00a.m., 20 October 2017

Closing Date: 5:00p.m., 10 November 2017


System (OMS)

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Content

Content ..................................................................................................................................... 2

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

1.1 Forward ........................................................................................................................ 6

1.2 Purpose ........................................................................................................................ 6

1.3 Background of Internet Learning Support Programme ............................................ 6

1.4 Background of Internet Learning Resource Centre .................................................. 8

2 Operation Management System ................................................................................... 10

2.1 Background ................................................................................................................ 10

2.2 Existing Problems Identified ..................................................................................... 10

2.3 Existing IT Facilities ............................................................................................... 10

2.4 System Overview .................................................................................................. 11

2.5 Major Components ............................................................................................... 11

2.6 Software and Hardware ....................................................................................... 13

2.7 Capacity ................................................................................................................. 13

2.8 Project Scope ........................................................................................................ 13

2.9 Project Milestone .................................................................................................. 13

3 Terms of RFP ................................................................................................................... 14

3.1 General terms ............................................................................................................ 14

3.2 Submission of RFP................................................................................................. 15

3.3 Validity ................................................................................................................... 16

3.4 Acceptance of proposal ........................................................................................ 16

3.5 Consideration of offers ......................................................................................... 16

3.6 Conflict of Interest ................................................................................................ 17

3.7 Registration of Proponent.................................................................................... 17

3.8 Cancellation of RFP ............................................................................................... 17


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3.9 Arbitration ............................................................................................................. 18

3.10 Governing Law ...................................................................................................... 18

3.11 Personal Data Provided ........................................................................................ 18

3.12 Documents of unsuccessful Proponents ............................................................. 18

4 Compliance ..................................................................................................................... 19

4.1 Contractual relationship ........................................................................................... 19

4.2 Provision of professional service ......................................................................... 19

4.3 Management of service ........................................................................................ 19

4.4 Data Migration ...................................................................................................... 19

4.5 Review of work and service ................................................................................. 20

4.6 Notice .................................................................................................................... 20

4.7 Termination of Contract ....................................................................................... 20

4.8 Assignment ............................................................................................................ 20

4.9 Illegal Workers ...................................................................................................... 21

4.10 Insurance ............................................................................................................... 21

4.11 Governing law ....................................................................................................... 21

4.12 Liabilities ................................................................................................................ 21

4.13 Relationship with parties ...................................................................................... 21

4.14 Non-waiver ............................................................................................................ 22

4.15 Payment Schedule ................................................................................................ 22

5 Schedules ........................................................................................................................ 23

5.1 Compliance............................................................................................................. 23

5.2 Reporting ................................................................................................................ 23

5.3 Risk Management .................................................................................................. 24

5.4 Documentation and Deliverables .......................................................................... 26

5.5 Project Management Methodology ....................................................................... 27

5.6 Migration Approach .............................................................................................. 27


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5.7 Specification of Software and Hardware ............................................................ 28

5.8 Project Schedule ................................................................................................... 29

5.9 Implementation Plan ............................................................................................ 30

5.10 Cost Breakdown ..................................................................................................... 31

5.11 System Support and Maintenance ......................................................................... 33

5.12 Past Experience ..................................................................................................... 35

5.13 Professional Qualification ..................................................................................... 35

6 Offer to be bound ........................................................................................................... 36

7 Appendix ......................................................................................................................... 38

7.1 Template of Monthly & Quarterly Statistic Report ................................................. 38

7.2 Template of Quarterly Data Report ..................................................................... 40


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INTERNET LEARNING RESOURCE CENTRE LIMITED

Tender for Migration from CRM online to CRM on-premises for the Operation

Management System (OMS)

FORM OF TENDER

Lodging of RFP

Supplier should lodge their RFP with the Internet Learning Resource Centre

Limited (ILRC) in three (3) sets of tender document properly completed and

enclosed in a sealed plain envelope (without the identity of the Supplier) marked

“Proposal for Migration from CRM online to CRM on-premises for the Operation

Management System (OMS) of Internet Learning Resource Centre Limited” and

addressed to the General Manager, ILRC, should be either mailed or delivered

before 17:00 (Hong Kong Time) on 10 November 2017 (“the RFP Closing Date”) to

the following office:

The Hong Kong Council of Social Service

13/F, Duke of Windsor Social Service Building

15 Hennessy Road

Wanchai, Hong Kong

Late proposal or proposal not submitted in accordance with any of the aforesaid

manner, including proposal submitted by facsimile, will not be considered.

Tender Closing Time in case of Typhoon/Rainstorm

In case a black rainstorm warning signal or typhoon signal No. 8 or above is

hoisted for any duration between 12:00 and 17:00 (Hong Kong Time) on the RFP

Closing Date, the tender closing time will be extended to 17:00 on the next

weekday (i.e. except Saturday and Sunday) other than General Holidays.


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1 Introduction

1.1 Forward

1.1.1 This document issued by Internet Learning Resource Centre Limited (ILRC)

contains the standard terms and conditions used for the Request for

Proposal (RFP) process for the enhancement of the Operation

Management System for the Internet Learning Support Programme (ILSP).

ILRC may issue addendum to these terms and conditions whenever

necessary.

1.2 Purpose

1.2.1 Internet Learning Resource Centre Limited requests for proposal to

support the implementation of the Internet Learning Support Programme

funded by the Office of the Government Chief Information Officer (OGCIO),

with an aim to enable primary and secondary school students from the

target low-income families to gain access to the Internet at home for

learning. In order to achieve this goal, ILSP will facilitate the provision of

affordable and suitable Internet access and computers, and the necessary

complementary services such as training and technical support to the

families.

1.2.2 ILRC invites all interested parties to submit proposals for Migration from

CRM online to CRM on-premises for the Operation Management System

(OMS) for ILRC to successfully implement the ILSP.

1.2.3 A proponent shall complete the Schedule as set out in this RFP. ILRC will

evaluate proposals received and select a proposal that best meets the

requirements of the ILSP and the criteria for selection. Detailed

requirements and evaluation criteria are included in other sections of this

document.

1.3 Background of Internet Learning Support Programme

1.3.1 In the 2009-10 Policy Address, the Chief Executive announced that as the

younger generation increasingly used the Internet in their learning

activities, convenient and suitable Internet learning opportunities should

be provided for students in need through tripartite collaboration between


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the community, the business sector and the Government in order to

mitigate the impact of the digital divide on the quality of learning.

1.3.2 According to a survey commissioned by OGCIO, the broadband

penetration rate of the target low-income families with children in primary

and secondary schools was about 87%. The broadband penetration rate for

low-income families without children, by contrast, was under 30%.

1.3.3 Low-income families which did not subscribe to Internet service had similar

income levels as those families who were online and had an accurate

perception of the price of Internet access. However, the parents were less

likely to perceive the educational value of being online and were more

likely to be concerned about the possible downsides. They were also

concerned about the cost of obtaining a computer. In some cases, families

had had to give up Internet access when their computer broke down as

they did not have the financial resources or technical expertise to have it

repaired, fixed or replaced.

1.3.4 In the 2010-11 Budget, the Financial Secretary proposed that a two-pronged

approach to be adopted as set out in the following to address the

concerns of the parents of low-income families:

1.3.4.1 to implement a household-based cash subsidy scheme for Internet

access charges in the 2010/11 school year for two categories of the

target low-income families:

full subsidy rate of HK$1,300 for families with children who are

full-time primary and secondary school students, and who are

eligible for the flat-rate grant for School-related Expenses under

the Comprehensive Social Security Assistance Scheme; and

full subsidy rate for HK$1,300 or half subsidy rate of HK$650 for

families with children who are full-time primary and secondary

school students, and who pass the means test for receiving

financial assistance under the Student Financial Assistance

Agency. The granting of the full rate or half rate will depend on

the result of the means test; and

1.3.4.2 to facilitate the need of students and parents to gain access to the

Internet for learning by providing affordable Internet access services,

suitable computers and the necessary complementary services such as

training and technical support.

1.3.5 To accomplish the above, the Government issued an RFP to implement a

five-year Internet Learning Support Programme. ILSP aimed at enabling

410,000 primary and secondary school students from low-income families,


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or 300,000 households, in 2011/12 school year and then estimated 112,000

new additions in the subsequent four years, especially, the estimated 13%

of these families which did not have Internet connection at home to gain

access for the purpose of learning during the five-year period.

1.3.6 In 2016, OGCIO extended the program for two years until 31 August 2018

and the extension had been endorsed by the Panel on IT and Broadcasting,

The Legislative Council on 16 February 2016.

1.4 Background of Internet Learning Resource Centre

1.4.1 The Hong Kong Council of Social Service (HKCSS) was appointed by OGCIO

to be one of the implementers to execute the ILSP programme in the

western territory of the Hong Kong region. In order to maintain an open

and transparent policy for the proper use of public money, The Hong Kong

Council of Social Service has set up a wholly owned subsidiary, Internet

Learning Resource Centre Limited (ILRC), to deliver the programme.

1.4.2 The proposal submitted by HKCSS was eventually shortlisted and ILRC

contracted to implement ILSP in the following districts:

Hong Kong Island

Central & Western

Southern

Wan Chai

Kowloon

Sham Shui Po

Yau Tsim Mong

New Territories

Islands

Kwai Tsing

Tsuen Wan

Tuen Mun

Yuen Long

1.4.3 It was estimated that in response to the implementation of ILSP in the

above districts, HKCSS would be responsible for around 50% of the target

population, or around 150,000 households, for the provision of ILSP. And


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among those 150,000 households, 13% of the families which did not have

Internet connection at home would be the major target of ILSP.

1.4.4 In order to better execute and govern the implementation of ILSP, HKCSS

established Internet Learning Resource Centre Limited under the

Companies Ordinance. ILRC thus is responsible for entering into the

Funding and Operation Agreement with the Government.

1.4.5 ILRC is also registered as a non-profit-making organisation under Section

88 of the Inland Revenue Ordinance and thus, accountable for the proper

use and management of the funds provided by the Government for the full

implantation of ILSP.


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2 Operation Management System

2.1 Background

2.1.1 Internet Learning Resource Centre has an Operation Management System

(OMS) which is using Microsoft CRM Online. This system is maintaining all

the operations in ILRC including creating member records, sales records to

capturing the call log.

2.1.2 Microsoft has requested for a mandatory update one Microsoft CRM

Online to the latest version of CRM. However, the Silverlight objects that

the previous vendor had customized in Microsoft CRM Online are not

being supported in the latest version and it is difficult to retrieve data from

Microsoft CRM Online.

2.1.3 ILRC is now inviting interested suppliers to submit proposal in response to

the migration of CRM online to CRM on-premises of the OMS.

2.1.4 The existing forms that based on the Silverlight objects are also needed to

be revamped to fit into the new CRM system.

2.2 Existing Problems Identified

2.2.1 Internet Learning Resource Centre needs to handle a large volume of

service recipients and order transactions, and they also need to perform

different kinds of analysis about their services and profiles of their service

recipients. Besides, there are several relevant parties involved in the

services, including the partner service centres, donors, volunteers, vendors,

service recipients, etc.

2.2.2 To facilitate their operation and streamline their processes, they need an

integrated system to handle their trading activities, customer information

management and marketing activities.

2.3 Existing IT Facilities

2.3.1 Most of the Partners’ service centres are equipped with broadband

connection.

2.3.2 Most of the PCs installed in WebOrganic project office are with the

operating system of Microsoft Windows 7 (32bit and 64bit), while a few of

them are with Mac OS.


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2.4 System Overview

2.4.1.1 The New Operation Management System (OMS) facilitates ILRC to keep the

information of family/member including personal information, contact

information, etc

2.4.1.2 The System will be used for handling daily operation such as generating order,

generating receipt, capturing the events/activities, etc. Data

upload/download by means of excel spreadsheets will be implemented for

batch input and retrieval of data where necessary e.g. for submission of leave

records. Statistical reports, analytical reports and relevant print-outs need

to be generated by the System.

2.5 Major Components

2.5.1 The Operation Management System includes the following major

Components:

2.5.1.1 General Requirement

The system should be implemented by Dynamic 365

The system should support multi-languages

The system should automatically time out users when no

activity is detected

2.5.1.2 Customer Information Management Module

Record personal information of family including but not limited to:

Family No, Registration Source, Main Contact Name, Phone

Number, Service Center, HKID, etc

Record the details of member/non-member, including but not

limited to:

Surname, Given Name, Email, Mobile, HKID, Name of

School, etc

Support 12 digits OGCIO Reference Number

Check Validation/Check Duplication if the data is existing

Auto-generate the Number (Member Number/Family Number) in the

format of ILRC

2.5.1.3 Trading Information Management Module

Generate Purchase Order

Generate Order Information

Generate Invoice Information

Maintain the product list, supplier list, etc.

Support advance payment records


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2.5.1.4 Event Management

Capture Events/Activities Information such as Name, No of

Sessions, Event Type, etc

Capture Sub-Events/Sub-Session Information

Capture Enrolment Records

2.5.1.5 User Management Security control on Function Menu, Report Generation, Upload

Function and Data Analysis Tool, Running Process for Individual User and Role.

Security control on the data according to the Organizational Chart, Position of the User, Role, etc.

Database level security should be provided, such as user logon, database encryption, etc.

2.5.1.6 Hotline Module

Capture enquiries records such as counseling, technical support,

service support, etc.

Capture mentoring information such as support type, name of

mentor, date, duration, etc.

Capture Call Log

Record detailed information of call log including but not limited to:

Log type, service center, enquiry category, receive date, response date,

resolve date, channel, etc

2.5.1.7 Reporting

Invoice

Payment Advice

Receipt

Export Ageing Report

Export Receipt Register

Export Member Information

Export data into csv/excel

Statistic Report(s) (please refer to session 7. Appendix for report

templates):

Monthly statistical reports

Quarterly statistical reports

Quarterly data report


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2.5.1.8 Interface with External System

The System has to interface with the financial management system for

the financial data.

The system has to interface with HSBC

2.6 Software and Hardware

2.6.1 Suppliers are to propose the hardware and software licenses required for

supporting the System according to the proposal on risk management, i.e.

data backup, resilience, etc. Those proposed hardware and software

licenses would be optional items this tender, but the Suppliers are

responsible for ensuring that the solution can be delivered if those listed

hardware and software licenses are provided.

2.7 Capacity

Number of Legal Entities:

Number of Users: 60~

Number of Service Units: 60~

2.8 Project Scope

2.8.1 The project includes below key tasks:

2.8.1.1 Server Installation and Configuration

2.8.1.2 Implementation Service (revamp existing forms for the new CRM

system and enhancement of data entry and retrieve procedure)

2.8.1.3 Migrate existing data to the new CRM system

2.8.1.4 User Acceptance Test (UAT)

2.8.1.5 UAT Fine Tuning

2.8.1.6 UAT to Production

2.9 Project Milestone

2.9.1 The project is expected to be completed by 31 March 2018.


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3 Terms of RFP

ILRC has the following requirements and expectations on the Operation

Management System migration services.

3.1 General terms

3.1.1 Proponents are invited for the provision of professional service to ILRC in

the areas of system and data migration and the supporting services

specified above on the terms and conditions as stipulated in this tender.

3.1.2 The requirements issued with this RFP must not be altered by the

proponents for any reasons. Any modification of the Schedule considered

necessary by the Proponents should be the subject of a separate letter

accompanying the proposal.

3.1.3 Proponents should make certain the prices quoted are accurate before

submitting their proposals. Under no circumstances will ILRC accept any

request for price adjustment on grounds that a mistake has been made in

the proposed prices. Figures should not be altered or erased; any

alteration should be effected by striking through the incorrect figures and

inserting the correct figures.

3.1.4 The charges to be proposed by Proponents are to be shown in Hong Kong

dollars and must only be made in the Schedule. Such charges shall be net

and where applicable, they shall include trade and cash discounts and all

taxes and expenses incidental to the due and proper performance of the

contract by the contractor.

3.1.5 All deliverables in the proposal shall not contain any materials infringing

any third party intellectual property rights. Proponents shall indemnify and

keep ILRC fully and effectively indemnified against all costs, claims,

demands, expense and liabilities of whatsoever nature arising from or

incurred for reason for any such infringement or alleged infringement.

3.1.6 Proponents shall not disclose, except with the prior written consent of

ILRC, at any time to any person any information received by or made

known to it in relation to the proposals. All information derived from the

proposals shall remain the property of ILRC. Proponents shall keep the

information confidential and shall not release it in any circumstances

without prior written consent from ILRC. Furthermore, Proponents shall

not publish any advertising or publicity material relating to the RFP

without the written consent of ILRC.


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3.1.7 ILRC shall have the right to disclose, whenever it considers appropriate or

upon request by any third party (written or otherwise) to any person the

information on the proposals. Each Proponent shall complete, execute and

deliver to ILRC a Consent To Disclosure as enclosed in Schedule.

3.1.8 Proponents may not be considered if complete information is not given

with the proposals or if any particulars and data asked for in the Schedule

are not furnished in full.

3.1.9 ILRC reserves the right not to consider an offer in the event of a claim

being received by ILRC.

3.2 Submission of RFP

3.2.1 Each Proponent shall submit only one (1) proposal for the provisioning of

the service specified in Schedule.

3.2.2 Proposals are to be completed in ink or typescript. Proposals not so

completed will not be considered.

3.2.3 Proposals shall be written in English and signed and submitted in three (3)

hardcopies.

3.2.4 Proposals are to be submitted BY HAND in sealed plain envelop and

marked with the words “RESTRICTED –Request for Proposal for

Migration from CRM online to CRM on-premises for the Operation

Management System (OMS) of Internet Learning Resource Centre

Limited” for the attention of ILRC. Failure to comply will render the

proposal null and void.

3.2.5 Completed forms and Offer to be Bound should be duly signed and

chopped and must be returned BY HAND to

Internet Learning Resource Centre Limited

The Hong Kong Council of Social Service

13/F Duke of Windsor Social Service Building

15 Hennessy Road, Wanchai, Hong Kong

Before 5:00p.m. on 10 November 2017

3.2.6 Incase a rainstorm black warning or typhoon signal No. 8 or above is valid

for any duration between 9:00a.m. (Hong Kong time) and 5:00 p.m. (Hong


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Kong time), the RFP closing time will be extended to 5:00 p.m. (Hong Kong

time) on the next working day (i.e. except Saturday, Sunday, and public

holidays).

3.2.7 All proposals must be submitted before the closing date and time specified.

Late proposals will not be considered.

3.3 Validity

3.3.1 Proposals shall remain valid and open for acceptance by ILRC on these

terms for a period of not less than 60 days after the RFP Closing Date.

3.3.2 It will be assumed, unless Proponents clearly state otherwise, that their

offers in their proposals will remain valid for the duration of the contract.

Therefore no request for price variation will be considered.

3.4 Acceptance of proposal

3.4.1 The successful Proponent will receive as an indication of acceptance via

email or a fax copy of the letter of acceptance prior to the receipt of the

original. The email and fax copy of acceptance shall constitute a binding

contract. Proponents who do not receive any notification within the

validity period of the proposal may assume that their proposals have not

been accepted.

3.5 Consideration of offers

3.5.1 Proposals will be evaluated according to the criteria set out below:

Fulfillment of Requirements

System Design and Features

Technology Applied and Expansion Flexibility

Implementation and Delivery Schedule

Development and Implementation Costs

Recurrent Maintenance and Management Costs

On-going Service Terms

Reference and Past Experience, Company Profile

Value-added Features

3.5.2 Proponents may upon request be required, at its own costs and expenses,

to make presentation to the evaluation panel to clarify specific points in its

submission. ILRC may request Proponents to supply further information to


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clarify or substantiate the Proposals during the evaluation process. The

Proponent shall respond or submit the required information within the

period specified; otherwise the Proposal may not be further considered.

3.5.3 ILRC is not bound to accept the lowest or any proposals and reserves the

right to accept all or any part of any proposal at any time within the period

during which the proposals remain open and reserves the right not to

award the contract at all if no suitable proposal has been received.

3.5.4 Proponents are advised that their subsequent performance will be

monitored and may be taken into account when their future tenders are

evaluated.

3.5.5 No partial offer is accepted.

3.6 Conflict of Interest

3.6.1 The Proponent should state in the ‘OFFER TO BE BOUND’ section if any

member of ILRC has any financial or other interest in the Proponent’s

organisation either directly or indirectly through members of his or her

family.

3.7 Registration of Proponent

3.7.1 ILRC will not enter into a contractual relationship with a Proponent unless

the Proponent, at the time of submitting the proposal, is a company or

organisation registered in Hong Kong under the Companies Ordinance, or

a business registered under the Business Registration Ordinance or a

company registered under the law of the Proponent’s country.

3.8 Cancellation of RFP

3.8.1 ILRC will not withhold awarding of a Contract or cancelling of the RFP. All

Proposals should be submitted on the understanding that ILRC will not in

any event be liable to pay any costs arising out of their preparation and

submission or in explaining or clarifying any proposals.


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3.9 Arbitration

3.9.1 All disputes, differences or questions arising between ILRC and the

Contractor as to the performance of the Contract or as to any matter or

thing arising out of the Contract or in any way connected therewith shall

be subject to and construed in accordance with the laws of Hong Kong and

subject to the jurisdiction of the courts in Hong Kong.

3.10 Governing Law

3.10.1 The Contract shall be governed by and construed in accordance with the

laws of Hong Kong and the parties hereby agree to submit to the

jurisdiction of the courts of Hong Kong in relation to any matters arising

out of the Contract.

3.11 Personal Data Provided

3.11.1 Proponent’s personal data provided in the proposal will be used for RFP

evaluation and contract award purposes. If insufficient and inaccurate

information is provided, the proposal may not be considered.

3.11.2 Proponent acknowledges and consents that Proponent’s personal data

provided in the proposal may be disclosed to ILRC’s partner organization.

3.12 Documents of unsuccessful Proponents

3.12.1 Documents of successful proposal shall be retained for a period of not less

than seven (7) years after the Contract has been executed. Documents of

unsuccessful proposals may be destroyed not less than two years after the

date the Contract has been awarded.


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4 Compliance

In order to establish a long-term partnership with the Contractor, ILRC has the

following specification, requirements and support for proponents to comply with.

4.1 Contractual relationship

4.1.1 Successful Proponent shall enter into a service development contract

relationship with ILRC.

4.1.2 The Proponent and/or its subcontractors should be the developer or an

authorized distributor/dealer and copy of authorization certificate shall be

enclosed with the proposal.

4.1.3 If there are any additional costs for any of the additional features, services

or packages, the Proponent must state them clearly, concisely and

separately in the proposal.

4.2 Provision of professional service

4.2.1 ILRC shall provide the Contractor with specifications of the service

required. The Contractor warrants that the personnel assigned for the

Service shall have the qualifications, skills and experience required to meet

the specifications and the professional requirements

4.3 Management of service

4.3.1 The Contractor shall comply with all of the laws and regulations and orders,

directions and other requirements of all relevant authorities governing the

jurisdiction in which ILRC operates in respect of the performance of the

Service under this tender.

4.4 Data Migration

4.4.1 The Contractor shall provide data migration service for properly

transferring data maintained in the existing systems into the new

proposed Systems as part of the system preparation exercise before the


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new Systems start to operate. Contractor must describe the migration

plan including details of duration, preparation work required from ILRC,

approach (for instance, automatic versus manual procedures), etc.

4.5 Review of work and service

4.5.1 The Proponent agrees that it shall at all times during the term of this RFP:

a) faithfully and diligently perform those duties and exercise such powers

consistent with them which are from time to time necessary in

connection with the provision of the Service;

b) comply with all reasonable directions given by ILRC; and

c) use their best endeavors to promote the interest of ILRC.

4.5.2 Under this RFP, ILRC and Proponent shall arrange interim review on

the prices, technical development, and service level.

4.6 Notice

4.6.1 Any notice required to be given hereunder shall be sufficiently given if sent

by electronic message, facsimile or mail to the principal or registered office

of the party to be served. Any such notice shall be deemed to have been

received and given at the time when in the ordinary course of transmission

it should have been delivered at the address to which it was sent.

4.7 Termination of Contract

4.7.1 The Contract can be terminated with or without clause by either party with

one-month written notice then ILRC shall have no liability for any payment

and/or charges for goods and/or services not received by and/or provided

to it before the date of termination.

4.8 Assignment

4.8.1 The Contractor shall not assign or otherwise transfer this Contract or any

of its rights and obligations hereunder whether in whole or in part without

the prior written consent of ILRC.


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4.9 Illegal Workers

4.9.1 The Supplier undertakes not to employ illegal workers in the execution of

the Contracts. Should the Supplier be found to have employed illegal

workers in breach of this undertaking, ILRC may, by notice in writing,

terminate the Contract and the Supplier is not entitled to claim any

compensation. The Supplier shall be liable for all expenses necessarily

incurred by ILRC as a result of the termination of the Contract.

4.10 Insurance

4.10.1 The Contractor shall throughout the terms of this RFP maintain at its own

cost, such policies of workmen’s compensation insurance with coverage

limits as may be required by the laws of Hong Kong.

4.11 Governing law

4.11.1 This Agreement shall be constructed in accordance with and governed by

the laws of Hong Kong SAR and each party agrees to submit to the

non-exclusive jurisdiction of the Hong Kong Courts.

4.12 Liabilities

4.12.1 Nothing in this RFP shall operate to exclude or restrict either party’s

liability for death or personal injury resulting from negligence or for fraud.

4.12.2 Subject to ILRC’s obligation to pay the Price to the Proponent, either

party’s liability in contract, tort or otherwise (including negligence) arising

directly out of or in connection with this RFP or the performance or

observance of its obligations under this RFP and every applicable part of it

shall be limited in aggregate to the Price.

4.12.3 To the extent it is lawful to exclude the following heads of loss and subject

to ILRC’s obligation to pay the Price, in no event shall either party be liable

for any loss of profits, goodwill, loss of business, loss of data or any other

indirect or consequential loss or damage whatsoever.

4.13 Relationship with parties

4.13.1 The parties acknowledge and agree that the Service performed by the

Contractor, its employees, agents or sub-contractors shall be as an


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independent contractor and that nothing in this Agreement shall be

deemed to constitute a partnership, joint venture, agency relationship or

otherwise between the parties.

4.14 Non-waiver

4.14.1 No failure or delay on the part of the parties here to exercise any right,

power or remedy under this RFP shall operate as a waiver thereof, nor

shall any single or partial exercise by either of the party of any right, power

or remedy. The rights, powers and remedies provided herein are

cumulative and are not exclusive of any rights, powers or remedies by law.

4.15 Payment Schedule

4.15.1 All prices shall be quoted in Hong Kong Dollars and ILRC will settle

payments with the successful Supplier in Hong Kong Dollars, in accordance

with below milestone.

Milestone Percentage of

Project Sum

Initial Payment 30

User Acceptance Test Completion 30

System Live Run 30

Project Completion 10


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5 Schedules

The Schedules shall form part of this Agreement and shall have the same force

and effects as if expressly set out in the body of this Agreement and any

reference to this Agreement shall include the Schedules.

5.1 Compliance

(* Please tick the appropriate.)

[ ] We confirm that our proposal comply fully with the required specifications,

described in Sections 2.2 to 2.5 of this Document.

[ ] We confirm that our proposal does not comply fully with the required

specifications, described in Sections 2.2 to 2.5 of this document, in the following

aspects:

5.2 Reporting

(* Please tick the appropriate.)

[ ] I/We confirm that our proposed solution is equipped with a reporting tool or a

business intelligence tool.

[ ] I/We confirm that our proposed solution is NOT equipped with any reporting

tool nor any business intelligence tool.


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5.3 Risk Management

Please state your proposed approach for risk management including but not

limited to the following aspects:

1. Transaction Data Backup:

2. Solution Backup:

3. Resilience:

4. Security:


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5. Contingency:

6. Personal Data Handling:

7. Other risk factors:


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5.4 Documentation and Deliverables

Please state if the following documentation/deliverables will be provided:

Documentation/ Deliverables Comply (Yes/ No)

Project Initialization Document

User Requirement Specification/Gap Analysis

Report

Functional Specification

Technical Specification

Program Source Code of the Standard Software Package

Please list the names of software packages with source code released:

Program Source Code of the Customization/ Tailor-made system

User Acceptance Test Plan

User Manual

System Administration Manual

Disaster Recovery Plan & Procedures

Disaster Recovery Drill

User Training

System Nursing

Please state the documentation/deliverables other than those listed above:


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5.5 Project Management Methodology

Please describe the project management methodology which will be

adopted.

5.6 Migration Approach

Please describe your proposed migration approach and plan. Merits will be

given to proposals which demonstrate plan(s) to cope with the future

development.


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5.7 Specification of Software and Hardware

Please list out hardware and software licenses required for supporting the

migration and enhancement.

Software licenses

required Specification Solutions to be delivered

Hardware required Specification Solutions to be delivered


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5.8 Project Schedule

Please specify the required man-day(s) of tasks stated below:

# Tasks Man-day(s)

1 Server Installation and Configuration

2 Implementation Service

-revamp existing forms for the new CRM system

-enhancement of data entry and retrieve procedure

3 Migrate existing data to the new CRM system

4 User Acceptance Test (UAT)

5 UAT Fine Tuning

6 UAT to Production


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5.9 Implementation Plan

Please propose timeframe and breakpoint(s) for the development that meet

the Project Milestone. Please provide the project schedule by Month Number,

e.g. Month 1 is the 1st month since the formal project commencement.

# Major task/ milestone From

(Month)

To

(Month)

1. Project Initialization

2. Gap Analysis/User Requirement Collection

3. Server installation and Configuration

4. System Implementation Customization

5. Data Migration

6. User Training

7. User Acceptance Test

8. Setup Production Environment

9. System Live Run

10. System Nursing


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5.10 Cost Breakdown

# Item Unit of

Measure

Quantity Unit

Price

Total

Price

Supplier’s Software:

1

2

3

Development and

Implementation Services:

4 Customer Information

Management Module

5 Trading Information

Management Module

6 Event Management

7 User Management

8 Hotline Module

9 Reporting

10 Interface with External System

Optional Hardware:


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32

11

12

Optional Software:

13

14

Unit of Measure can be one of the followings:

Per named user

Per concurrent user

Per server

Per processor

Per instance

Per man-day

Per report/ function/ module


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5.11 System Support and Maintenance

Please describe the scope of services and service level for the system support and

maintenance in the following aspects:

1. Helpdesk services: (Service hours, Response time of calls should be

specified.)

2. Bug-fixing:

3. Free version upgrade and installation of bug-fixing patches, and the

corresponding documentation:

4. Refreshment courses on how to use the System:

5. Hardware/ software maintenance:

6. System maintenance services (i.e. data backup, disaster recovery, monitoring,

etc.):

7. Facility hosting/ on-premise cloud services:

8. Offers regarding out-scope services:

9. On-site support services:


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10. Annual Maintenance Fee (within 2 years after the free maintenance & hosting

period):

Item Unit of

Measure

Quantity Unit Price Total Price

1

2

3

4

5

6

Total:


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5.12 Past Experience

Merits will be given to Proponents that able to provide solid track record in

related projects with educational organizations or NGO section in the past.

System/ Project Name Client Project Description

1.

2.

3.

4.

5.13 Professional Qualification

Name Professional Qualification held


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6 Offer to be bound

1. It is acknowledged that I/We, the undersigned/the limited company

hereunder mentioned do hereby agree to supply all or any portion of the

equipment, software including custom programs and services on the terms

and conditions specified in my/our proposal.

2. I/We, for myself/ourselves and the firm and partners therein/the

limited company hereunder mentioned hereby warrant that the sale and/or

supply and installation of the equipment, software and services or any of

them by me/us/the said firm/the limited company will not infringe any

intellectual property rights including any patents, designs or trade marks,

any copyright or trade secrets and confidential information protected

under the laws of Hong Kong or elsewhere in the world.

3. I/We, also certify that the particulars given by me/us below, are

correct:-

(a) The number of my/our/the Company's Business Registration

Certificate is ________________________________

(b) The date of expiry of my/our/the Company's Business Registration

Certificate is ______________________

4. I am the Secretary/Managing Director of the limited company

hereinafter mentioned and duly authorized to bind the said company by my

signature.

- or -

I am a partner/we are partners in the firm hereinafter mentioned and

duly authorized to bind the firm and the partners therein for the time

being.

- or -


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5. This tender is submitted with the authority and on behalf of

________________ Company Limited whose registered office is situated at

_________________________________ Hong Kong.

- or -

This tender is submitted on behalf of myself/ourselves and the firm known

as _______________________________________________ of

__________________________________ Hong Kong and the other

partners thereof namely; (state names and residential addresses of all

other partners):-

______________________________________________________

______________________________________________________

______________________________________________________

6. In the event of any queries relating to our offer please contact

_________________________________________________

_________________________________________________

Tel. No.__________________

Signature:-

_______________________________

(with company chop)

Dated this ___________ day of _________20 ___

Note: (i) All the particulars required above must be completed.

(ii) Strike out clearly alternatives which are not applicable.


System (OMS)

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7 Appendix

7.1 Template of Monthly & Quarterly Statistic Report

Central and

Western

Islands Kwai Tsing Shamshuipo

(1)

Shamshuipo

(2)

Southern Tsuen Wan Tsuen Wan Tuen Mun Wan Chai Yau Tsim

Mong

Yuen Long (1) Yuen Long (2) Call Centre Tuen Mun (2) Shamshuipo

(3)

Yau Tsim

Mong (2)

Kwai Tsing (3) Kwai Tsing (3) Yuen Long (1) Tsuen Wan 21 Centers

CWN ISD KCH CSW SSP SOU TWN TYL TMW WCH YTM TSW YLG WOI YWT CSS MKT UPE AMS TYT NWT Total

a Number of total eligible enrolments (KPI)

- completed enrolment with documentary proofregistration source = document proof/Provided by OGCIO

- certified by school authority registration source =Verify by school

- self-declaration with HKID only and pending for data matchingregistration source = Self-Claimed

-data transferred from SFO registration source = AR

- Others registration source <> DP, PO, VS, SC, VI

b Number of newly enrolled families (KPI)






c Number of services provided Total

Attendence

Technical Support

Social Support

Internet Service

Computer

- by school-based enrollment with venue category= S






- by community/centre-based service other then enrollment in S


Attendance

Technical Support

Social Support

Internet Service

Computer


Attendance

Technical Support

Social Support

Internet Service

Computer


Attendance

Technical Support

Social Support

Internet Service

Computer

- data transferred from SFO registration source = AR

Attendance

Technical Support

Social Support

Internet Service

Computer

d Number of families served (KPI)






e Number of first time service user served (KPI)






f Number of parents trained (other than school-based training)






g Number of students trained (other than school-based training)






h Number of parents trained (school-based training);






i Number of students trained (school-based training)






j Number of training sessions organised course category = WS/TR

- training course (e.g. theme based workshop) course category = WS/TR

- theme based talk course category = TK

k Number of school-based training (on proper Internet use and behaviour)course category = WS/TR



- theme based event (e.g. booth) course category = ET

l Number of social support rendered sum of sub-session

- counseling

- group work

- mentoring (group)

- mentoring (one on one)

- theme based talk

- theme based event

m

1. call log Enquiry Category = technical

support

2. rasied by member who fit old version A2

logic

Hardware Usage

- by hotline

- by email

- onsite (home)

- onsite (centre)

Software Usage

- by hotline

- by email

- onsite (home)

- onsite (centre)

Internet Usage

- by hotline

- by email

- onsite (home)

- onsite (centre)

Maintenance

- by hotline

- by email

- onsite (home)

- onsite (centre)

Virus

- by hotline

- by email

- onsite (home)

- onsite (centre)

n Number of computer equipment sold sum of DT, NB, TT

- Desktop product type = DT

- Notebook product type = NB

- Tablet product type = TT

- LCD Monitor product type = M

- Printer product type = P

-No of Services Provided part c Computer

o Number of Internet service packages sold

- 8Mbps Home Broadband product ID = P000060/P000253

- 30Mbps Home Broadband product ID = P000061/P000254/P000258


- 7.2Mbps Mobile Broadband product ID = P000063/P000256

p Number of enquiries received 1. all call log created by WOI

- Hotline Channel = outbound/inbound

- Voicemail Channel = Voice mail

- Email Channel = Email/Mail

- Centre Walk-in Walk-In

- Others Others

q Number of complaints received 1. call log Enquiry Category = Complaint


- Phone Channel = outbound/inbound

- Media N/A

- Centre Walk-in N/A

District

Centre

Number of technical support rendered

Generate Report


System (OMS)

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(Con’t)

Central and

Western

Islands Kwai Tsing Shamshuipo

(1)

Shamshuipo

(2)

Southern Tsuen Wan Tsuen Wan Tuen Mun Wan Chai Yau Tsim

Mong

Yuen Long (1) Yuen Long (2) Call Centre Tuen Mun (2) Shamshuipo

(3)

Yau Tsim

Mong (2)

Kwai Tsing (3) Kwai Tsing (3) Yuen Long (1) Tsuen Wan 21 Centers

CWN ISD KCH CSW SSP SOU TWN TYL TMW WCH YTM TSW YLG WOI YWT CSS MKT UPE AMS TYT NWT Total

a Number of total eligible enrolments (KPI)






b Number of newly enrolled families (KPI)






c Number of services provided Total

Attendence

Technical Support

Social Support

Internet Service

Computer

- by school-based enrollment with venue category= S






- by community/centre-based service other then enrollment in S


Attendance

Technical Support

Social Support

Internet Service

Computer


Attendance

Technical Support

Social Support

Internet Service

Computer


Attendance

Technical Support

Social Support

Internet Service

Computer


Attendance

Technical Support

Social Support

Internet Service

Computer

d Number of families served (KPI)






e Number of first time service user served (KPI)






f Number of parents trained (other than school-based training)






g Number of students trained (other than school-based training)






h Number of parents trained (school-based training);






i Number of students trained (school-based training)






j Number of training sessions organised course category = WS/TR



k Number of school-based training (on proper Internet use and behaviour)course category = WS/TR



- theme based event (e.g. booth) course category = ET

l Number of social support rendered sum of sub-session

- counseling

- group work

- mentoring (group)

- mentoring (one on one)

- theme based talk

- theme based event

m

1. call log Enquiry Category = technical

support

2. rasied by member who fit old version A2

logic

Hardware Usage

- by hotline

- by email

- onsite (home)

- onsite (centre)

Software Usage

- by hotline

- by email

- onsite (home)

- onsite (centre)

Internet Usage

- by hotline

- by email

- onsite (home)

- onsite (centre)

Maintenance

- by hotline

- by email

- onsite (home)

- onsite (centre)

Virus

- by hotline

- by email

- onsite (home)

- onsite (centre)

n Number of computer equipment sold sum of DT, NB, TT

- Desktop product type = DT

- Notebook product type = NB

- Tablet product type = TT

- LCD Monitor product type = M

- Printer product type = P

-No of Services Provided part c Computer

o Number of Internet service packages sold

- 8Mbps Home Broadband product ID = P000060/P000253



- 7.2Mbps Mobile Broadband product ID = P000063/P000256

p Number of enquiries received 1. all call log created by WOI

- Hotline Channel = outbound/inbound

- Voicemail Channel = Voice mail


- Centre Walk-in Walk-In

- Others Others

q Number of complaints received 1. call log Enquiry Category = Complaint


- Phone Channel = outbound/inbound

- Media N/A

- Centre Walk-in N/A

District

Centre

Number of technical support rendered

Generate Report


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7.2 Template of Quarterly Data Report

The quarterly data report is a excel file composes of varies worksheets with template extracted as below:

T_family

T_student

T_parent

T_training

T_session

T_enrollment

T_support_t

T_support_s

T_complaint

T_internet

T_computer

T_hotline

Family ID Residential District User Type Registration Source Registration Date Reached Date Subsidy Type Contact Phone1 Contact Phone2 OGCIO Ref No

ACDI-0206637

ACGK-0200315

ACGK-0215113

ACGK-0215118

ACGK-0215166

Student ID Family ID HKID Type HKID Remarks ESurname EGiven Name CName DOB Sex School School Category Class Level SFAACode

ACDI10206637 ACDI-0206637

ACDI20206637 ACDI-0206637

ACGK10200315 ACGK-0200315

ACGK10215113 ACGK-0215113

ACGK10215118 ACGK-0215118

Parent ID Family ID HKID Type HKID Remarks ESurname EGiven Name CName DOB Occupation Education SFAACode

ACDIF0206637 ACDI-0206637

ACDIM0206637 ACDI-0206637

ACGKF0215280 ACGK-0215280

ACGKM0200315 ACGK-0200315

ACGKM0215113 ACGK-0215113

Course ID DCCode Course Name Course Nature Course Type User Type Course Category

CSS20170004N

CSS20170005N

CSS20170006N

CSS20170007N

CSS20170008N

Session ID Course ID DCCode Duration Venue Category StartDate EndDate No of Tutor

CSS20170004N01

CSS20170005N04

CSS20170006N01

CSS20170007N01

CSS20170008N01Course ID Session ID Family ID Parent ID Student ID DCCode

CSS20170004N

CSS20170004N

CSS20170004N

CSS20170004N

CSS20170005NSupport ID Family ID ID DCCode Support Type StartDate CloseDate ReplaceDate

LG00245515

LG00245983

LG00245989

LG00245990

LG00245991Service ID Family ID ID DCCode Service Type Service Support Type StartDate CloseDate First Consultation Date Service Hour

EN00190945

EN00190946

EN00190947

EN00190948

EN00190949

Family ID ID DCCode Complaint Category StartDate CloseDate First Response Date Resolve Time Resolve Status

IService ID Family ID ID DCCode ISP Name Service Type Order Date Activation Date Duration User Type Advance Termination Advance Termination Date

ILRCW0000003

ILRCW0000016

ILRCW0000023

ILRCW0000030

ILRCW0000045

Computer ID Family ID ID DCCode Purchase Date Delivery Date Computer Type Essential Software Bundle Warranty Period Payment Arrangement

DCCode Call Date ACD Calls Answered Calls Answered 3min Level 3min IC