REQUEST FOR PROPOSAL (RFP/UNRWA/CSSD/JB/002/2021)...The financial envelope (proposal) for unsuccessful technical proposal will remain unopened. 9. UNRWA will for this bid accept just

REQUEST FOR PROPOSAL (RFP/UNRWA/CSSD/JB/002/2021)

Date: 05 April 2021

Subject: Request for Proposal No. RFP/UNRWA/CSSD/JB/002/2021 - Outsourcing of Software

Development and Support Services

1. The United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA) hereby invites you to submit a bid to this Request for Proposal (RFP) for the above subject. Proposals are required to be received by UNRWA no later than 10 May 2021 at 13:00 PM (Amman Time) (the Closing Time).

2. This RFP consists of this letter, the subsequent instructions and the following annexes:

Annex A: General Instructions on Proposal Submission Annex B: Acknowledgement letter Annex C: Terms of Reference Annex D: Technical Evaluation Criteria Annex E: Financial Proposal (Pricing Matrix) Annex F: Performance Bond Annex G: Draft Contract Annex H: General Conditions of Contract Annex I: Instructions on UNGM Registration and Bid Submission through In-Tend Annex J: Instructions on the Non-Mandatory Bidders’ Conference.

3. You are kindly requested to return the attached Annex B- Acknowledgement Letter, duly signed by an authorized representative of your company via email [email protected] The letter should advise whether your company intends to submit a proposal and if not, indicate the reason.

4. For clarifications regarding this RFP, please contact in writing the Procurement Section of the Central Support Services Division, UNRWA Headquarters Amman through e-mail to [email protected] no later than 19 April 2021 at 17:00 PM (Amman Time). Please indicate the RFP reference number in the subject line.

5. We look forward to your Proposal and thank you in advance for your interest in UNRWA procurement opportunities.

Yann Kervinio

Chief, Central Support Services Division

mailto:[email protected]


kervinioy

Stamp

ANNEX A: GENERAL INSTRUCTIONS

GENERAL

1. UNRWA solicits Proposals in response to this RFP. Proposers must strictly adhere to all the requirements of this RFP. No changes, substitutions or other alterations to the provisions stipulated in this RFP will be accepted unless approved in writing by UNRWA. However, whilst fully complying with the RFP requirements, Proposers are expected to propose solutions that may achieve a most cost-effective and value-for-money approach to fulfilling the requirements of this RFP.

2. Submission of a Proposal shall be deemed to constitute an acknowledgement by the Proposer that all obligations

stipulated by this RFP will be met and unless specified otherwise, the Proposer has read, understood and agreed to all the instructions provided in this RFP.

3. This RFP does not commit UNRWA to award a Contract or to issue a Purchase Order. Any Proposal submitted will

be regarded as a proposal by the Proposer and not as an acceptance by the Proposer of any proposal by UNRWA.

4. The Proposer shall bear any and all costs and expenses related to the preparation and/or submission of the Proposal, regardless of whether its Proposal was selected or not.

5. Unless otherwise stated in this RFP, all times indicated in this RFP are Amman time.

PROPOSAL SUBMISSION

6. Proposers are required to complete, sign and submit in the English language, the following documents:

a. Technical offer b. Commercial Offer

7. The Proposals shall include information in sufficient scope and detail to allow the UNRWA to consider whether your

company has the necessary capability, experience, knowledge, expertise, licenses, financial strength and the required capacity to perform the work specified at a high professional level, as well as any attachments and/or appendices required hereunder.

8. This RFP has two envelopes: Technical and the Financial envelopes. Each envelope must have the related documents. The technical envelope (proposal) is evaluated first and independently from the financial envelope (proposal). Only proposals meeting the mandatory requirements and have scored minimum pass score of the technical evaluation will be considered further for the next evaluation stage and their financial envelope (proposal) will be opened. The financial envelope (proposal) for unsuccessful technical proposal will remain unopened.

9. UNRWA will for this bid accept just the proposals submitted via its e-tendering system (In-TEND) by visiting the web

address www.ungm.org.

10. All proposals will be submitted through In-TEND. The Financial Proposal and the Technical Proposal must be completely separated and each of them must be submitted in its own individual placeholder in the e-tendering system, as appropriate. No Financial Proposal quotes or any related financial information should appear in the Technical Proposal placeholder. Proposals which do not comply with these requirements may be rejected.

!!!!! Please note that submissions by hand, fax, or email will not be accepted!!!!!

11. UNRWA does not assume any responsibility for any missing and/or illegible pages of Proposal, and this may result

in rejection of your proposal. Only submissions submitted as indicated herein can be accepted. Submissions by an y other means, or to any other address, will be rejected. Vendors who submit (a copy of) the Proposal directly to the Procurement Officer (by hand, fax, email or by any other means not described above) will be disqualified.

http://www.ungm.org/

BID BOND

12. N/A

CLOSING TIME

13. It is the responsibility of the Proposer to ensure that the offers containing the Proposal had been submitted to the above mentioned address before the Closing Time. Proposals submitted after the Closing Time will be rejected and therefore not considered or evaluated.

REQUEST FOR CLARIFICATIONS

14. For clarifications regarding this RFP, please contact in writing the Procurement Section of the Central Support Services Division, UNRWA Headquarters Amman through e-mail to [email protected] no later than 19 April 2021 at 17:00 PM (Amman Time). Please indicate the RFP reference number in the subject line. Alternatively, clarifications exclusively in writing, via the Correspondence tab in the e-tendering module can be sent no later than 19 April 2021 at 17:00 PM (Amman Time). No communication, written or verbal, is allowed in connection with this RFP, with any UNRWA staff members other than the Procurement Officers. Queries received after the above deadline may not be considered.

15. In order to maintain transparency, all Proposers’ requests for clarifications and UNRWA responses will be recorded and circulated to all Proposers, without indicating the source of the request.

BID VALIDITY

16. Your Proposal shall be irrevocable and remain valid for acceptance for at least a 120 days period, commencing on the Closing Time. Offered price should be sales tax free.

17. If deemed necessary by UNRWA, Proposers may be requested to extend the validity of their Proposals for an additional period(s), in order to finalize the solicitation process. If the extension of the validity period is accepted by a Proposer, the Proposer will not be permitted to otherwise modify or consequently withdraw its Proposal.

18. Proposals shall be valid for at least the minimum number of days specified in the Request for Proposal from the

Closing date. In the event that a supplier is in a position to extend the validity of his proposal for a limited period beyond the required minimum, this should be stated on the Bid Form. UNRWA reserves the right to determine, at its sole discretion, the validity period in respect of Proposals which do not specify any such maximum or minimum limitation.

SOLICITATION DOCUMENTS

19. Proposers are expected to examine all instructions, forms, specifications, terms and conditions, special conditions contained within this solicitation document (the solicitation documents including the cover letter with all annexes are to be signed and stamped by the bidders). Failure to comply with these documents shall be at the bidder’s risk and may affect the evaluation of the bids or may result in the rejection of the bid.

PAYMENT TERMS

20. The standard UNRWA terms of payment are 30 calendar days following satisfactory delivery of goods, performance of services and submission of an invoice, whichever is later. Payment for any goods or services by UNRWA shall not be deemed an acceptance of the goods or services. The provisions of Incoterms 2020 shall apply to any delivery terms specified in this RFP.

21. UNRWA's policy is to preclude advance payments or payment by Letters of Credit. Such provisions in a Bid will be prejudicial to its evaluation by UNRWA.


CURRENCY

22. Prices may be quoted in a currency other than the US Dollar. However, for the purposes of comparison of all Bids, UNRWA will convert the currency quoted in the Bid to US Dollar, in accordance with the prevailing UN Operational Rate of Exchange at the Closing Time.

23. The Contract/Purchase Order awarded to the selected proposer, proposer's invoices and UNRWA payments will be made in the currency as originally quoted by the Proposer in its Financial Proposal.

PRICE

24. The offered price should be all inclusive. If Bidders’ price excludes certain fees and/or charges, bidders must provide a detailed list of excluded fees, with a complete explanation of the nature of those fees. Unless otherwise provided in this RFP, the contract shall be concluded on a Firm Fixed Price basis, and shall not be subject to any adjustment, including the actual cost incurred by the Bidder in performing the contract or any market price change.

PERFORMANCE BOND

25. Performance Bond (Bank Guarantee): The successful bidder shall, at its own cost and expense, furnish to UNRWA a performance bond in the form included in this RFP (Annex F), in a sum not less than 10% of the total yearly contract price. The Performance Bond shall be valid for the entire period of the contract plus 90 days. The performance bond shall be renewed on the same terms and conditions for further periods of time corresponding to the duration of each renewal of the Contract, plus 90 days. The acceptance of submission of the Performance Bond is a mandatory requirement.

LIQUIDATED DAMAGES

26. If the Bidder fails to supply specified goods/services within the lead time to be stipulated in the Contract or in the Purchase Order, for any reason other than the UNRWA act or omission, UNRWA deduct as a liquidated damages, a sum equivalent to 0.5% of the value of the Contract / Purchase Order for each business day of delay until actual delivery, up to a maximum deduction of 10% of the total contract/Purchase Order value; all without prejudices to any other remedies available to UNRWA.

27. A maximum grace period of 7 (seven) business days may be permitted. However, if the delivery is not completed within the grace-period, liquidated damages will apply from the day immediately following the required delivery date. Said amount is agreed to be a reasonable estimation of the damages which UNRWA will sustain, without having required proving the actual damage.

WITHDRAWAL AND MODIFICATION OF PROPOSAL

28. Proposals may be modified or withdrawn at any time prior to the Closing Time. Modification and / or any other

complementary information shall be submitted and uploaded in the e-tendering website before the Closing Time.

29. Proposal may not be modified or withdrawn after the Closing Time. If a Proposal is modified or withdrawn by the Proposer after the Closing Time, UNRWA shall be entitled, without prejudices to any other remedies available to UNRWA, to draw on the Bid Security, if required in this RFP. In addition, the Proposer’s registration status as a UN vendor may be subject to review by the UN Vendor Review Committee and may be grounds to suspend or remove the Proposer from the UNRWA vendor roster.

REJECTION OF PROPOSAL

30. UNRWA reserves the right to reject a Proposal if it does not adhere to the RFP instructions.

SELECTION PROCESS

31. UNRWA reserves the right, at its sole discretion, to:

29.1 Award separate or multiple contracts for same or different elements covered by this RFP in any combination it may deem appropriate, or only a portion of the requirements. If the Proposal is submitted on an “all or none” basis, it should be clearly stated as such.

29.2 Reject any or all Proposals received in response to this RFP and negotiate with any of the Proposers in any manner deemed to be in the best interest of UNRWA

29.3 Add new considerations, information or requirements at any stage of the process.

32. In exceptional situations, UNRWA may cancel this RFP by a written notification to Bidders. CONTRACT AWARD PUBLICATION

33. UNRWA shall publish the contract award on UNRWA website: https://www.unrwa.org/procurement/tenders

SIGNING THE CONTRACT

34. UNRWA shall send to the successful bidder the contract which constitutes the notification of award. The successful bidder shall sign, date the Contract and return it to UNRWA within maximum 05 days.

35. This RFP is subject to the UNRWA General Conditions of Contract (GCC). By submitting a Bid the Bidder confirms that it has accessed, read, understood, agreed and accepted UNRWA’s GCC.

36. This RFP does not commit UNRWA to award a contract or to pay any costs incurred in the preparation or submission

of Proposals or costs incurred in making necessary studies for the preparation thereof, or to procure or contract for services or goods. Any proposal submitted will be regarded as an offer made by the Proposer and not as an acceptance by the Proposer of an offer made by UNRWA. No contractual relationship will exist except pursuant to a written contract document signed a duly authorized official of UNRWA and by the successful Bidder.

UNGM VENDORS REGISTRATION

37. Bidders must register with the United Nations Global Market (UNGM) at www.ungm.org. Bidders who have already registered in the UNGM shall keep the information updated at http://www.ungm.org.

SUPPLIER CODE OF CONDUCT

38. By submitting a Proposal, the Proposer confirms that it has accessed, read, understood and agrees to comply with the UN Supplier Code of Conduct, which, amongst others, prohibits collusive bidding, anti-competitive conduct, improper assistance and corrupt practices. Bidders should refer to the UN Supplier Code of Conduct at:

www.unrwa.org/sites/default/files/un_supplier_code_of_conduct_dec_2017.pdf

COLLUSIVE BIDDING AND ANTI-COMPETITIVE CONDUCT

39. Proposers and their employees, officers, advisers, agent or subcontractors must not engage in any collusive bidding or other anti-competitive conduct, or any other similar conduct, in relation to:

• The preparation or submission of proposals, • The clarification of Proposals, and

https://www.unrwa.org/procurement/tenders



http://www.unrwa.org/sites/default/files/un_supplier_code_of_conduct_dec_2017.pdf

• The conduct and content of negotiations, including final contract negotiations, in respect of this RFP or procurement process, or any other procurement process being conducted by UNRWA in respect of any of its requirements.

For the purpose of this clause, collusive bidding, other anti-competitive conduct, or any other similar conduct may include, among other things, the disclosure to, exchange or clarification with, any other Bidder, person or entity, of information (in any form), whether or not such information is commercial information confidential to UNRWA, any other Bidder, person or entity in order to alter the results of a solicitation exercise in such a way that would lead to an outcome other than that which would have been obtained through a competitive process. In addition to any other remedies available to it, URNWA may, at its sole discretion, immediately reject any bid submitted by a Bidder that, in UNRWA’s sole opinion, has engaged in any collusive bidding, other anti-competitive conduct, or any other similar conduct with any other Bidder, person or entity in relation to the preparation or lodgment of bids, whether in respect of this RFP or procurement process, or any other procurement process being conducted by UNRWA in respect of any of its requirements.

IMPROPER ASSISTANCE

40. Proposals that, in the sole opinion of UNRWA, have been compiled: • with the assistance of current or former employees of UNRWA, or current or former contractors of

UNRWA in violation of confidentiality obligations or by using information not otherwise available to the general public or which would provide a non-competitive benefit,

• with the utilization of confidential and/or internal UNRWA information not made available to the public or to the other Bidders,

• in breach of an obligation of confidentiality to UNRWA, or • Contrary to these terms and conditions for submission of a bid, shall be excluded from further

consideration.

41. Without limiting the operation of the above clause, a Proposer must not, in the absence of prior written approval from UNRWA, permit a person to contribute to, or participate in, any process relating to the preparation of a Proposal or the procurement process, if the person:

• at any time during the 6 months immediately preceding the date of issue of this RFP was an official,

agent, servant or employee of, or otherwise engaged by, UNRWA, • at any time during the 12 months immediately preceding the date of issue of this RFP was an employee

of UNRWA personally engaged, directly or indirectly, in the planning or performance of the requirement, project or activity to which this RFP relates, or

• at any time, was an employee of UNRWA involved, directly or indirectly, in the preparation of this RFP including any earlier versions or the management of this procurement process.

CORRUPT AND FRAUDULENT PRACTICES

42. UNRWA requires that all suppliers observe the highest standard of ethics during procurement and execution of work. Pursuant to this policy, UNRWA defines the terms set forth as follows:

• Corrupt practice means the offering, giving, receiving or soliciting of anything of value to influence the action of a public official in the procurement process or in the execution of a contract;

• Fraudulent practice means a misrepresentation of facts in order to influence a procurement process or

the execution of a contract to the detriment of the client, and includes collusive practice among suppliers (prior to or after bid submission) designed to establish bid prices at artificial non-competitive levels and to deprive the client of the benefits of free and open competition.

43. UNRWA will declare a supplier ineligible, either indefinitely or for a stated period of time, to be awarded a UNRWA-

financed contract/agreement if at any time it determines that the supplier has engaged in any corrupt or fraudulent practices in competing for, or in executing a UNRWA-financed contract/agreement.

UNETHICAL BEHAVIOUR 44. UNRWA strictly enforces a policy of zero tolerance concerning unethical, unprofessional or fraudulent acts of UNRWA

suppliers. Accordingly, any registered company that is found to have undertaken unethical, unprofessional or fraudulent activities, as defined above, will be suspended or forbidden to continue business relations with UNRWA.

ZERO TOLERANCE POLICY ON GIFTS AND HOSPITALITY 45. UNRWA has adopted a zero tolerance policy on gifts and hospitality. In view of this, UNRWA personnel is prohibited

from accepting any gift, even of a nominal value, including drinks, meals, food products, hospitality, calendars, stationery, transportation, recreational trips to sporting or cultural events, theme parks or offers of holidays, or and any other forms of benefits. The supplier shall not offer any forms of gifts, hospitality or benefits to UNRWA personnel.

46. Proposers may also visit the below mentioned link to obtain more information on UNRWA procurement policy: https://www.unrwa.org/procurement/policy

CONFLICT OF INTEREST

47. A Proposer must not, and must ensure that its employees, officers, advisers, agents or subcontractors do not, place themselves in a position that may, or does, give rise to an actual, potential or perceived conflict of interest between the interests of UNRWA and the Proposer’s interests during the procurement process.

48. If during any stage of the procurement process or performance of any UNRWA contract a conflict of interest arises,

or appears likely to arise, the Proposer must notify UNRWA immediately in writing, setting out all relevant details of the situation, including those cases in which the interests of the Proposer conflict with the interests of UNRWA, or cases in which any UNRWA official, employee or person under contract with UNRWA may have, or appear to have, an interest of any kind in the Proposer’s business or any kind of economic ties with the Proposer. The Proposer must take steps as UNRWA may reasonably require to resolve or otherwise deal with the conflict to the satisfaction of UNRWA.

GLOBAL COMPACT

49. UNRWA strongly encourages all vendors to UNRWA to participate in the Global Compact. You can find more under www.unglobalcompact.org/participation/join/.

LOCAL TAXES

50. All UNRWA imports are exempted from customs and taxes up to zero limits, the contractor will be furnished with

an exemption letter (upon request) for all items consumed in the project, noting that the contractors are not exempted from income tax.

INDEPENDENT PRICE DETERMINATION

51. Consistent with the UN Supplier Code of Conduct, by submitting a Proposal, the Proposer certified that:

a) the prices offered in the Proposal have been arrived at independently, without any consultation, communication, or agreement in any manner that would result in restriction of competition with any other Proposer or competitor relating to (i) those prices, (ii) the intention to submit a Proposal, and/or (iii) the methods or factors used to calculate the prices offered;

b) the prices in the Proposal have not been and will not be knowingly disclosed by the Proposer, directly or indirectly, to any other Proposer or competitor before UNRA issues an award under this solicitation; and

https://www.unrwa.org/procurement/policy

http://www.unglobalcompact.org/participation/join/

c) no attempt has been made or will be made by the Proposer to induce any other entity to submit or not to submit Proposal for the purpose of restricting competition.

Failure to comply with the above Independent Price Determination provisions shall result in the rejection of the Proposal(s). In addition, UNRWA reserves the right to exercise any other rights and remedies available to it. CONFIDENTIALITY 52. Unless otherwise indicated by UNRWA, UNRWA will consider and treat the Proposals received as confidential

and commercially proprietary.

53. This RFP is confidential and proprietary to UNRWA, contains privileged information, part of which may be copyrighted, and is communicated to and received by Proposers on the condition that no part thereof, or any information concerning it may be copied, exhibited, or furnished to others without the prior written consent of UNRWA; except that the Proposer may exhibit the specifications to prospective sub-contractors for the sole purpose of obtaining proposals from them. The Proposer shall remain responsible towards UNRWA for any act or omission of such prospective sub-contractor, including breach of confidentiality obligation.

54. The confidentiality obligations hereof shall survive the expiration of this RFP, and shall be binding to all the

Proposers who received the RFP, regardless of whether or not they submit a Proposal and/or are awarded a resulting contract.

NON- MANDATORY BIDDERS CONFERENCE

55. Interested bidders are informed that there will be non-mandatory pre-bid conference to explain the UNRWA requirement in the. The meeting will be virtual via Zoom and is not mandatory however, all bidders are encouraged to attend so that they can submit their proposals from an informed perspective. The bidders conference will be at 10:00 am (Jordan Time) on Monday 19th April 2021. Details are found in Annex J.

ANNEX B: ACKNOWLEDGEMENT LETTER IMPORTANT: Bidders are requested to return a completed copy of this acknowledgement letter even if they do not intend to submit a bid for this tender. Subject: Request for Proposal No. RFP/UNRWA/CSSD/JB/002/2021 -

Dear Madam / Sir,

We the undersigned acknowledge receipt of your RFP/UNRWA/CSSD/JB/002/2021 for the subject matter and

hereby confirm that:

( ) We intend

( ) We do not intend

to submit a bid to UNRWA for Outsourcing of Software Development and Support Services by the deadline date of 10 May at 13:00 PM Amman, Jordan time.

Name & Title of Authorized Representative: ________________________________

Signature: __________________________________________________________

Company Name & Address: ___________________________________________

Telephone No.: _____________________________________________________

If you do not intend to submit a bid to UNRWA, please indicate the reason:

( ) We do not have the capacity to submit a bid at this time.

( ) We cannot meet the technical requirements for this RFP.

( ) We do not think we can make a competitive offer at this time.

( ) Others: Please specify _______________________________________________

Kindly return this acknowledgement via email to the following email address: [email protected]


ANNEX C: STATEMENT OF REQUIREMENTS / TERMS OF REFERENCE

Outsourcing of Software Development and Support Services

1. Definitions of Key Terms, Acronyms and Abbreviations

The reference for meaning of terms used in this document is Information Technology Infrastructure Library ITIL. Below are the most important ones:

Term Definition Level 1 Support The initial support level responsible for basic user issues. The first job of a Level 1

specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem. It is important for the Specialist to identify what the user is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem. In addition to troubleshooting and analyzing, Level 1 Support team is also expected to solve majority of incidents through usage of FAQs, known error database, etc.

Level 2 Support A more in-depth technical support level than level 1 and refers to advanced technical troubleshooting and analysis methods. Specialists in this realm of knowledge are responsible for assisting level 1 personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. It is important that the Specialist review the work order to see what has already been accomplished by the level 1 Specialist and how long the incident/issue has been reported. This is a key element in meeting both the customer and business needs as it allows the Specialist to prioritize the troubleshooting process and properly manage his/her time

Level 3 Support The highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems by carrying out expert level troubleshooting and analysis methods. This level is also responsible for the research and development of solutions to new or unknown issues. Level 3 Specialist should also review the work order and assess the time already spent with the customer so that the work is prioritized, and time management is sufficiently utilized. It is typical for a developer or someone who knows the code or backend of the product, to be the level 3 support person. It is also expected that the Level 3 Support addresses the root cause of the issues through problem management process.

SLA A service-level agreement (SLA) is a document describing the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured and the remedies or penalties, if any, should the agreed-upon levels not be achieved. It is a critical component of any technology vendor contract

Incident An unplanned interruption or reduction in quality of an IT service. We have an incident when the system doesn’t function as it is supposed to do.

Problem A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created

Term Definition Root Cause Analysis (RCA)

A set of analyzing and problem-solving techniques targeted at identifying the actual root cause or the reason that caused the problem. The need for RCA stems from the fact that the elimination of the symptoms of the problems is not alone sufficient to address the problem, it has to be addressed at the cause level. If the problem is solved at this root level, it is highly probable that its recurrence can be prevented.

Known Error A Known Error is a problem that has a documented root cause and a Workaround.

Workarounds Temporary solutions aimed at reducing or eliminating the impact of Known Errors (and thus Problems) for which a full resolution is not yet available

Service Request A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; to install a component for a new user, etc.

Corrective Maintenance Corrective maintenance deals with the repair of faults or defects found in day-today system functions. A defect can result due to errors in software design, logic and coding. Design errors occur when changes made to the software are incorrect, incomplete, wrongly communicated, or the change request is misunderstood. Logical errors result from invalid tests and conclusions, incorrect implementation of design specifications, faulty logic flow, or incomplete test of data. Corrective maintenance is usually initiated by bug reports drawn by the users.

Preventative Maintenance

Preventive maintenance involves performing activities to prevent the occurrence of errors. It tends to reduce the software complexity thereby improving program understandability and increasing software maintainability. It comprises documentation updating, code optimization, code restructuring, etc.

Integration hub UNRWA’s data hub where needed datasets are published from multiple applications/sources so that it distributed and shared by consuming applications. The integration hub is built using WSO2 technology and a major upgrade is planned in Q3 and Q4 of 2020.

Expertise Domain As used in this document, a domain is an area of related information technologies (example: software engineering & development), that could be further subdivided into subdomains (example: web development, mobile development), with different roles under each (example: software engineer, software architect, etc.)

2. Background & General Information

2.1 UNRWA runs a number of enterprise software applications to automate its operations. These

applications cover UNRWA program functions (Education, Health, Relief & Social Services, Microfinance, Infrastructure and Camp Improvement, Neutrality, Protection, etc.) and support functions (HR, Administration and General Services, Procurement, etc.).

2.2 There are multiple technologies in UNRWA IM footprint. Some of the custom applications covering

program functions were built using Microsoft .Net Framework over MS SQL database, while most support functions use SAP ERP. There are also off-the-shelf/SAAS applications such as Salesforce, Activity Info, etc. as well as custom .Net applications for support functions.

2.3 These applications are of different sizes. The major and most critical ones are Refugee Registration

Information System (RRIS), eHealth and Education Management Information System (EMIS). Number of active users for these applications is in hundreds in the case of RRIS and in thousands in the case of eHealth and EMIS. Some other applications are smaller with only tens of users.

2.4 These applications are hosted in two data centers: UN Cloud (UNICC/UNGSC) in Valencia and at

UNRWA Headquarters in Amman. The UN cloud is equipped with a disaster recovery site. They run over UNRWA’s WAN to serve users in UNRWA’s area of operation (Lebanon, Syria, Jordan, West Bank and Gaza). The fact that these applications are accessed by users in different countries over UNRWA’s

WAN and over the Internet makes performance (speed) an important issue, practically as important as functionality.

2.5 There is a number of direct interfaces between some of these applications. Other interfaces go through

the “integration hub”, which is based on WSO2 and MS SQL technologies. Integration Hub is scheduled to be fully overhauled in Q3/Q4 of this year.

2.6 There is a continuous need in UNRWA for building new applications as well as supporting and

enhancing the existing ones.

3. Objectives and Scope of Work

3.1 IMTD/UNRWA is initiating this tender to seek software development and support partners. The objective is to establish long term agreements (LTAs) with multiple vendors, in order to increase our available capacity and to minimize the time required to engage a vendor to undertake required services or work orders. The LTAs are expected to last for 3 years and be renewable annually for up to 2 additional 1-year periods.

3.2 UNRWA reserves the right to conclude separate Contracts with selected Contractor(s). Any resulting

Contract shall be non-exclusive. Under this RFP vendors will be required to provide the following services

a) Technical resource augmentation for project activities.

b) Application development services: introducing changes and additions to these applications, as well

as development of new applications (turnkey solutions).

c) Regular maintenance and support for running software applications.

3.3 The proposed solution to be provided by the bidder under this RFP for any expertise domain will consist of 3 parts corresponding to the above namely:

a) Technical Resource augmentation (detailed in section 4 of this RFP).

b) Application Development Services (detailed in section 5 of this RFP).

c) Regular maintenance and Support (detailed in section 6 of this RFP).

3.3.1 For ‘Technical resource augmentation’, The following must be provided:

a. A completed table 2 indicating the expertise domains the bidder intends to bid for.

Vendors have the flexibility to select the expertise domains they want to propose for. However, If an expertise domain is selected, the vendor must bid for all roles under that domain. Any other requested vendor information must be entered in table 2.

b. Your daily rates for the roles against the seniority levels of the individuals (Junior and Senior) must be provided in the financial proposal.

c. Technologies you use for managing the software delivery (e.g., collaboration tools, code/build management tools, where you operate such tools, on premise or cloud).

d. Furthermore, we expect as part of the proposal to see (anonymised) CVs of your employees that would be staffed in the positions.

3.3.2 For ‘Application Development Services’

The following must be provided:

a) Descriptions of and reference to the applications you developed/delivered, including

time/effort worked on these and the team size and composition. b) Description of how you work with the client in applications development and delivery

(specifics on waterfall and agile implementations). c) Which location(s) the resources would be working from. d) Technologies you use for managing the software delivery (e.g., collaboration tools,

code/build management tools, where you operate such tools, on-premise or cloud). e) Commitment with elaborations on meeting terms and clauses of service under section 5 of

this RFP. f) Confirmation that rates in financial proposal will apply for application development services,

once a specific engagement, including roles in that engagement, are agreed.

3.3.3 For ‘Regular Maintenance & Support’

The following must be provided:

a) Descriptions of and reference to the application maintenance and support engagements you have been involved in.

b) Description of how you manage(d) the above maintenance and support engagements. c) Confirmation that you can work with the two support models illustrated under section 6. d) Technologies you use for managing the support (e.g., knowledge repositories, status

pages of services etc, where you operate such tools, on-premise or cloud). e) Commitment with elaborations on meeting terms and clauses of service under section 6 of

this RFP. f) Confirmation that rates in the financial proposal will apply once a specific maintenance and

support engagement is agreed.

3.4 The LTAs with each vendor will contain:

a) agreed rates of the resources for different technology stacks, roles and level of experience. b) agreed-upon service models and conditions.

3.5 Once the LTA is established, individual work orders will be issued under the LTAs for project specific

(technical resource augmentation or application development services) or maintenance specific work package. A work order may be:

a) Time based according to the offered rates. b) Deliverable or scope based (fixed or maximum cost pre-agreed with the vendor based on

agreed effort estimates at the rates in the LTA). c) The Selected LTA Holders will be requested to submit an offer for specific tasks. Such offer

shall not exceed the rates stated in the LTA.

3.6 It should be noted that while UNRWA assumes responsibility for maintaining or arranging the maintenance of its infrastructure, it is the contractor’s responsibility to consult with UNRWA contract manager to isolate and identify software problems caused by infrastructure problems, and to recommend specific solutions. This is particularly relevant in the case of application performance problems.

3.7 UNRWA will also assume responsibility for level 1 support as defined in in the key terms section. The

contractor will have to carry out support services at levels 2 and 3.

3.8 Split Awards

3.8.1 The solicitation targets at awarding the contract to up to maximum 4 vendors in each Expertise Domain that have the highest Best Value for Money (highest combination of technical and financial scores)

3.8.2 In a bid to ensure competitive prices throughout the contract term and adjust to the actual

prevailing market rates corresponding to the evolving market conditions, each task order shall be awarded through a competitive Request to Quote between the identified contractors.

3.8.3 All awarded Contractors, upon the request of UNRWA by way of Request to Quote, shall submit

Quotations for each task that could be from any of the services listed in 3.2. Prices offered in the quotations may equal or be less than those indicated in the Contractor’s responses to the RFP (the Maximum Ceiling Prices). Each task will be awarded to the most competitive Contractor.

4. Technical Resource Augmentation

4.1 Projects frequently require resource augmentation during the design and development cycle.

UNRWA will be contacting companies qualified by this RFP process to request for proposals, as per the below process. The augmented resource will be contracted to join a multi-functional project team and fulfil a specific role in that project. This role could be any of the roles described in Table 1.

4.2 UNRWA seeks technical capabilities in the following expertise domains: A vendor is free to bid for at least one of the 8 listed expertise domains. Bidders are however encouraged to bid for all expertise domains to increase their chances of being awarded.

a) Software Engineering & Development. b) User Interface / Experience Design. c) Cloud Development / Architecture. d) Business Intelligence & Geospatial. e) MS SQL Database Admin & Development. f) Other Database Admin & Development g) SharePoint. h) Business/Functional Analysis. Note: Vendors should note for each expertise domain specified, there are types of resources, i.e., the skills/capabilities and certifications required in each role. These roles are described in Table 1 of this RFP (Technology skillsets) The moment the vendor decides to submit a proposal for any of the above 8 expertise domains, it is mandatory that all the subdomains and roles (skillsets) must be part of the proposal. Missing out any sub-domain or skillset will lead to the disqualification of the entire expertise domain.

4.3 For Secondary bidding via a request to quote, the following selection process for augmenting technical resources will be used:

• UNRWA will provide an overview of scope and terms of reference for the resource(s) required

to the vendor(s) with whom we have signed an LTA for the specific role(s). • Vendors are required to present the potential resource(s), seniority, rate (not exceeding the

agreed rate card) and availability within 5 working days of receiving the invitation. (Extensions may be granted as an exception).

• UNRWA will compare quotations from different LTA vendors in terms of cost and technical capability (by reviewing all potential candidates and conducting an interview against all core technical requirements in table A for the requested roles). UNRWA will then make a selection based on cost, availability, working hour alignment and technical capability described above. If no sufficiently matching candidate is part of the proposals it is UNRWA’s discretion to withdraw from the request.

• Following the selection, UNRWA and vendor will agree upon start date and duration and UNRWA will issue a Purchase Order.

5. Application Development Services (Turnkey Solutions & Change Requests)

5.1 The selected vendor will be responsible for the development of new software applications as well as for the additions and changes to existing applications (to be agreed).

5.2 UNRWA will appoint a focal point for each group of software applications to liaise with the contractor’s staff on issues related to that application group.

5.3 Development services should be carried out offsite at the vendor premises, however, the concerned vendor could request an onsite presence for a representative to be the focal point for receiving and understanding UNRWA requirements.

5.4 In the case of new application development, work must go by UNRWA’s software development

lifecycle methodology, which is generally based on Agile. Any deviation from the Agile methodology must be discussed and mutually agreed. UNRWA will be fully responsible for the pre-project and initiation stages.

5.5 Generally, the process of selection during secondary bidding via a request to quote will go as follows:

• UNRWA will issue request to quote with Business Requirements, Functional/Non-Functional Requirements and High-Level Architecture.

• Vendor will be given a duration to respond to UNRWA. The response should include effort estimates, confirmation of requirements, solution design and any questions to UNRWA in writing.

• UNRWA will review responses received and evaluate them. • UNRWA will either select a vendor or withdraw if the responses received are not satisfactory. • If selected, UNRWA and selected Vendor will finalize terms and conditions for start of the

delivery. 5.6 Deliverables that must be produced throughout the project will also be discussed and agreed prior to

finalizing the terms of the engagement.

5.7 Deliverables that must be produced throughout the project in accordance with UNRWA’s methodology and templates.

5.8 The contractor will be responsible for providing Train-the-Trainers session or/and might be requested to conduct needed user training.

5.9 The contractor will also be responsible for supporting the testing to be carried out by UNRWA technical teams and system users (User Acceptance Testing).

5.10 Development will be carried out in accordance with UNRWA coding, database and security standards (or to other agreed standard sets).

5.11 Once completed and tested, the vendor must prepare a deployment package, and actually deploy the software release to UNRWA’s testing environment where further technical and user acceptance testing will be carried out. If successful, UNRWA’s Operation staff will use the same deployment package to deploy the software to UNRWA’s production environment.

5.12 The contractor will ensure that the proper change and configuration management procedures are followed and documented.

5.13 The Contractor shall maintain source code version (in UNRWA provided repository) and release of software versions in accordance with UNRWA’s configuration management standards during the life of the contract and the warranty period.

5.14 The end solution will be a copyright of UNRWA, and all source code will be the property of the organization. No third-party branding is allowed.

5.15 In the case of change requests (additions or amendments to existing applications), a detailed CR will be prepared by UNRWA. The contractor will then prepare the solution design document (must be approved by UNRWA) and proceed to creating the change in accordance with UNRA’s methodology and amending the above documents as needed. All other above clauses that are applicable in the case of developing new applications must be observed here.

6. Regular Maintenance & Support

6.1 UNRWA IMTD supports custom solutions internally after project closure. In some cases, a vendor is needed to carry out Level 2 and Level 3 support (UNRWA will assume responsibility for level 1) in the following situations:

a) Lack of immediate capacity to respond to support engagement and require time to increase

capacity in the next planning cycle. b) Lack of specific skill and it takes time to hire and train the necessary personnel. c) The need to temporarily fill the resource gap when staff resign or go on maternity or long leave. d) After warranty support for turnkey solutions

6.2 UNRWA recognizes few different models for application support as described below:

a) Fixed number of days per month per role (supporting one or multiple applications), billing pre-

agreed amount. b) Variable number of days per month per role (supporting one or multiple applications), billing

actuals in accordance with the pre-agreed rates.

6.3 Selection of a model with a vendor of choice will be done at a case-by-case basis. In the response to this RFP, vendors are expected to confirm their capacities to work with the different models.

6.4 For each model, a specific support contract is to be provided, containing:

a) Period of commitment b) Support hours c) Location of support d) Level of experience of support team e) Standard service level agreements (response time, turnaround time etc) f) Monthly KPI reports g) Time-writing and billing h) Agreement to use UNRWA corporate ticketing system. i) Cost (in accordance with the rate cards)

6.5 The Maintenance Services to be provided by the Contractor include, but are not limited to, the

following:

a) Periodic, preventive maintenance, improvements and other updates according to the specific requirements of the software system in question. A list of these services must be prepared by the contractor and discussed and agreed with UNRWA. Proactive application performance (speed) and regular security-compliance checks are essential parts of this service. For more details, please refer to the last point in this section.

b) Unscheduled, corrective (remedial) maintenance and support services for any errors, defects or problems experienced by UNRWA in the use of covered applications, including, but not limited to, making necessary adjustments, corrections, alterations, improvements or modifications.

c) Providing advice to UNRWA end-users regarding the proper and efficient use of the Software

Systems and any feature thereof.

d) Providing needed updates/upgrades to covered applications (not resulting from CRs raised by

UNRWA).

6.6 The Contractor shall prepare and deliver to UNRWA a schedule of preventive maintenance services to be rendered by the contractor. The Schedule shall be subject to approval in writing by UNRWA. At the request of UNRWA, or as may be necessary, the contractor shall update the schedule to meet the requirements for the maintenance services in accordance with this LTA.

6.7 On weekly basis, the contractor shall provide UNRWA with a detailed list of known or suspected problems relating to the operation of covered software applications.

6.8 All remedial actions undertaken by the contractor in respect of covered software applications shall be completed as soon as possible. The timeliness of remedial action for problems shall be determined according to the following schedule:

In the case of incidents:

Priority (calculated based on Urgency/Severity)

Urgency/Severity Example Response Time

High High/High Patient registration module of eHealth system is down due to a bug. No clinic can register patients.

The contractor shall use its best efforts to remedy the problem within 4 hours following notification by UNRWA. The contractor shall acknowledge the notification from UNRWA within 1 hour following receipt.

High High/Medium Patient registration module of eHealth system is down due to a bug. Only one clinic is having an issue.

1 business day of receipt of notification from UNRWA, unless otherwise agreed.

Medium High/Low A traveler cannot submit his/her travel request in the system, but the travel date is the next day


High Medium/High A family split transaction in the Registration System is not functioning


Medium Medium/Medium Cannot perform a mass update for certain records, but individual updates are possible


Medium Medium/Low Cannot add new records to a regularly used parameter screen


Medium Low/High Cannot approve a new inscription to the Registration system


Medium Low/Medium Cannot generate a monthly statistical report from the eHealth system


Low Low/Low Cannot change the date format in a report used for verification purposes

3 business days

6.9 Although System performance (speed) problems could be caused by a variety of factors, not all of

which under the contractor’s control, such as telecommunications infrastructure, the contractor must deal with these as pressing, high priority issues and must verify/prove that these are not caused by the software system itself, otherwise, they must be resolved with the utmost urgency.

6.10 In resolving problems or performing any maintenance services, the contractor may, if appropriate and adequate under the circumstances, correct the problem or perform the maintenance service by providing a “patch” or a workaround as a temporary solution, but only until an updated/upgraded

version of the corrected module of the subject software application in question is available for deployment.

6.11 The contractor shall provide support for restoration of service (incidents), root cause analysis and identification of permanent resolution (problems) and implementation of permanent resolution (known errors)

6.12 Special attention must be paid to the speedy resolution of incidents. The following are the minimum standard incident management activities, derived from the ITIL framework, that must be followed: • Incident detection and recording, • Classification, • Investigation and diagnosis, • Resolution and recovery, • Incident closure, and • Incident ownership, monitoring, tracking and communication.

6.13 In carrying out its duties, the contractor must coordinate work with IMTD’s Operations Section in

relation to issues related to Operating System, Database and/or any other software application running at the First Party sites.

6.14 The Contractor shall maintain information for each incident, including but not limited to, incident description, start and end dates/times, actual root cause(s), corrective action taken, and future action required.

6.15 The Contractor shall produce, from the service desk software, a log/report for all maintenance services rendered in accordance with the LTA. The log/report shall at all times be available for inspection by UNRWA upon request and must include incident details described in the previous paragraph, and in the case of preventive maintenance and other support activities must provide information on all activities carried out, including, but not limited to, activity description, analysis, corrective/preventive actions, quality issues and improvement recommendations. The frequency and format of the periodic report will be agreed prior to contracting.

6.16 The Contractor services shall be provided and staffed based on UNRWA working hours as in the table below:

Service Area Standard Support Exceptions

Corrective Maintenance 24x7x365 None Other Maintenance Activities Application Development Services

08:00 – 16:00 Sunday – Thursday UNRWA Holidays

6.17 The Contractor shall provide a problem escalation process to ensure that urgent problems are

resolved according to service levels described above. The escalation process should be agreed and documented as part of the LTA.

6.18 Relevant system documentation must be updated as a result of services rendered under this category if needed.

6.19 To enable the efficient processing of periodic, preventive maintenance, the contractor shall work closely with Operations Section, and other IMTD units as needed, to extract and report on the following aspects regularly (according to a schedule to be agreed):

• System availability. • Systems performance. • Hardware capacity and utilization. • Program, interfaces and jobs errors, faults and incidents. • Database and disks space management. • User activity statistics (logged users, active users, etc.).

• System activity statistics. • Monitoring and improvement of scheduled jobs. • Monitoring of system interfaces. • Monitoring system load.

6.20 Generally, the process of selection during secondary bidding via a request to quote will go as follows:

• UNRWA will issue a request with full details of the application(s) to be maintained and

supported to vendors with whom we have signed an LTA for the relevant roles. • Vendors will be given a duration during which they can send their inquiries and clarifications

on the application(s) to be supported and other aspects relevant to the maintenance and support of this/these application(s).

• Vendors will then respond to UNRWA with quotations (technical and financial). Technical quotations must comply with (and explain how to) above terms. Rates in the financial proposal must not exceed the agreed rate card).

• UNRWA will review the quotations and evaluate these in terms of effort requirements, cost, CVs of proposed staff (against core technical requirements in table 1) and abidance by the terms and clauses in this section.

• UNRWA will either select a vendor or withdraw if the proposals are not satisfactory. • UNRWA will organize intensive knowledge transfer and familiarization sessions for the

contractor on covered applications and the operational work environment so that the contractor is able to perform their obligations.

• UNRWA and selected Vendor will finalize terms and conditions for start of the delivery (please refer to the next paragraph).

7. Period of Performance

7.1 The LTAs duration will go as follows:

Time Period Activities

3 years Performance of Services contracted under the LTAs resulting from this RFP 1 year + 1 year after the completion of the first period of performance

(Option years, if extended) Performance of Services under the above LTAs will be awarded 1 year at a time, at the same terms and conditions

7.2 The service provided will be monitored as described in the relevant chapter, formal performance

reviews will be conducted on a quarterly basis. If the provider does not meet SLA targets for any-one-month period within each quarter, there shall be a one-quarter Improvement Period to achieve SLA targets. If at the end of that Improvement Period targets remain unmet, UNRWA shall have the right to terminate the agreement with damages, effective 30-days after the second quarter of non-performance.

7.3 UNRWA will communicate the intention to extend the LTA 6 months before its expiration date and the

Bidder agrees to accept the extension at the same conditions stated in the original offer. This acceptance, part of the terms and conditions for this LTA, must also be explicitly stated in the bidder proposal.

8. Period of Performance

8.1 The LTAs duration will go as follows:

Time Period Activities 3 years Performance of Services contracted under the LTAs resulting from this RFP

1 year + 1 year after the completion of the first period of performance

(Option years, if extended) Performance of Services under the above LTAs will be awarded 1 year at a time, at the same terms and conditions

8.2 The service provided will be monitored as described in the relevant chapter, formal performance reviews will be conducted on a quarterly basis. If the provider does not meet SLA targets for any-one-month period within each quarter, there shall be a one-quarter Improvement Period to achieve SLA targets. If at the end of that Improvement Period targets remain unmet, UNRWA shall have the right to terminate the agreement with damages, effective 30-days after the second quarter of non-performance.

8.3 UNRWA will communicate the intention to extend the LTA 6 months before its expiration date and the

Bidder agrees to accept the extension at the same conditions stated in the original offer. This acceptance, part of the terms and conditions for this LTA, must also be explicitly stated in the bidder proposal.

9. Work Arrangements

9.1 Contractor’s Onsite Presence

The mode of work under this LTA is offsite. If, in exceptional cases, the onsite presence of contractor resources is required, it has to be agreed per engagement. The following Contractors personnel will be required.

9.1.1 Senior LTA Manager (Vendor Side)

a) If an LTA is signed, the vendor must appoint a Senior LTA Manager who will be responsible for the

overall management and performance under the LTA. The main responsibilities of this role are:

o Assigning appropriate staffing levels, in terms of numbers and skills, to perform the Contractor’s obligations under this LTA.

o Managing the Contractor team. o Coordinating the resolution of any Contractor resourcing issues. o Overseeing that services contracted are provided and implemented according to terms and

conditions and up to agreed service levels. o Ensuring that systems covered by the LTA run smoothly and correctly with no interruptions to

regular operations. o Interacting with UNRWA LTA manager and other assigned UNRWA resources to secure delivery

of vendor obligations under the LTA. o Providing a bi-weekly report covering total activities carried out under the LTA. o Discussing the bi-weekly report with UNRWA’s LTA Manager and acting on any resulting action

points stemming from that discussion. o Escalating issues to UNRWA-assigned LTA manager.

9.1.2 Application Support Experts:

For LTAs related for the support of running applications, the vendor must appoint Application Support Experts to work with their designated focal points (counterparts) from UNRWA’s IMTD. The responsibilities of these experts are:

o Ensuring that applications under their responsibility are functional, operating smoothly and achieving the agreed performance and availability levels.

o Receiving, comprehending, discussing and finalizing requests received from their UNRWA counterparts for introducing changes to existing applications and for the development of new applications. This includes the provision of effort estimates.

o Interacting, through their UNRWA counterparts, with business process owners and authorized system users to understand change requests and operational issues, and propose solutions for discussion, approval and implementation.

o Discussing design proposals with IMTD’s counterparts and obtain approval on design proposals prior to implementation. Also, work with their counterparts on identifying improvements and enhancements to operational aspects of running applications.

o Following up on other contractor’s personnel to ensure that services are implemented in accordance with agreed SLA parameters.

o Ensuring that processes described above and throughout the LTA and its annexes are adhered to (management of incidents, change request management, service request fulfillment, etc.)

o Updating or ensuring that system documents are updated as needed following the introduction of changes and resolution of problems.

o Overseeing quality management processes at the vendor side and supporting technical testing and user acceptance testing at UNRWA’s side.

o Preparation of training material and helping in training or conducting training when required. o Providing weekly reporting on the total activities under their area in the agreed format. o Discussing weekly reports with their UNRWA counterparts, and escalating issues to the Senior LTA

Managers when needed. o Acting on decisions received from the Senior LTA Manager.

9.2 Approval of the Contractor’s Staff

9.2.1 UNRWA will have the right to interview and approve key contractor’s staff allocated for this

engagement. 9.2.2 UNRWA will also reserve the right to request the replacement of vendor-assigned resources on

performance and attitude grounds. A 2-week notice will be given to secure a replacement and to arrange handover.

9.3 Counter UNRWA Staffing

As mentioned above, UNRWA will secure the following roles for the management of this engagement:

o A Senior LTA Manager from UNRWA side, who will primarily interact with the Senior LTA Manager

from the contractor side to ensure that obligations under the LTA are fulfilled to the agreed service levels.

o Senior staff members who will act as counterparts for the contractor’s Application Support Experts.

UNRWA Focal Points will be supported by a group of junior IMTD staff members and business staff to perform tasks under UNRWA’s responsibility and to coordinate/facilitate performance of the contractor’s obligations under this LTA.

9.4 Governance

9.4.1 Once the LTA is awarded, UNRWA and the selected contractor, will determine and detail

governance arrangements for the full duration of the engagement. This will include:

o Roles, including contract owners and managers on both sides, managers of designated areas and coordinators/focal points from other UNRWA units (Operations, Solution Architecture, CSSD for contractual issues, etc.)

o Creation of a Steering Committee for the engagement. Composition of the committee is to

be discussed and agreed. The main responsibilities of the committee is to provide direction and guidance, ensure that execution of the contract is progressing well and that the engagement objectives are being achieved. The committee will also facilitate the provision of needed resources and remove obstacles.

o Reporting, in terms of types, frequency and format.

o Meetings, in terms of types, participant, frequency and format.

o Problem resolution and escalation procedures.

9.5 Basic Interaction Modalities

9.5.1 The contractor will create and maintain a monthly plan where actual achievements are tracked

against planned ones so that deviations are identified and corrective actions are taken.

9.5.2 Regular meetings will be held as follows:

Bi-weekly meetings between each Bi-weekly between the Senior LTA Manager from both the vendor and UNRWA’s sides. The meeting must be preceded by a report prepared by the Contractor and must be followed by meeting minutes listing highlights and action items.

Formal weekly meetings between each Application Support Expert and his/her UNRWA

Counterpart. The meeting must be preceded by a report prepared by the Contractor and must be followed by meeting minutes listing highlights and action items.

Informal daily meetings between each Application Support Expert and his/her UNRWA

Counterpart. Quarterly meeting for the Steering Committee. The meeting must be preceded by a report

prepared by the Contractor and UNRWA’s LTA Managers and must be followed by meeting minutes listing highlights and action items.

Ad-hoc meetings might be called for by either party when a need arises.

10. Regular reporting on progress with the following minimum reports:

• Quarterly report to the Steering Committee • Bi-weekly report to be discussed in the bi-weekly meeting between the Senior LTA Managers from

the vendor and UNRWA sides. • Weekly report to be discussed in the weekly meeting between each Application Support Expert

and his/her UNRWA counterpart. • Weekly and bi-weekly reports will include, as a minimum, details of services provided during the

period covered, plans for the next period, issues that emerged and need some intervention, improvement suggestions, etc.

11. The online repository of all activities undertaken under this engagement, primarily

through the ticketing system, must always be available for review by UNRWA.

11.1 Knowledge Transfer

If UNRWA outsources the support of one or more of its applications via an LTA to a vendor responding to this RFP, It will organize intensive knowledge transfer and familiarization sessions for the contractor on covered applications and the operational work environment so that the contractor is able to perform their obligations under the LTA.

11.2 Access to UNRWA’s Testing Environment

In the case of LTAs for applications support, UNRWA will provide the contractor staff with access to the testing environment of applications under the LTA. Access to other environments, especially live environment, will not be possible unless exceptionally allowed in the context of troubleshooting problems.

11.3 Finance & Accounting

The payment schedule will be collaboratively defined by the Senior LTA Managers on UNRWA and vendor sides, per work order, complying with the following conditions.

a) Resource augmentation: 10% payable on contract signature; 40% payable at half term of the contract; 50% payable at the end term of the contract

b) Turnkey solution: 10% payable on contract signature; 40% payable according the milestones; 40% payable on production go-live; 10% payable after warranty period

c) Operation and Maintenance support: payable as per the proposed contract.

12. Proposed Technical Solution

Please refer to item 3.3 on the details of the solution to be submitted.

13. Proposed Financial Proposal

All information provided on the estimated / projected annual quantities (in days) in the financial proposal are based on the best information currently available, solely for bid-preparation and planning purposes. No future commitment is given on the work volumes, and other information provided to Bidders. UNRWA reserves the right at its sole discretion to increase, eliminate or decrease the level of work volume requirements depending on UNRWA’s operational requirements over the Contract duration.

The estimated annual quantities provided include all the quantities for the:

a) Technical resource augmentation for project activities.

b) Application development services: introducing changes and additions to these applications, as well as development of new applications (turnkey solutions).

c) Regular maintenance and support for running software applications.

Note: In quoting for any expertise domain, the vendor confirms therefore that if awarded, its company will be able to provide all the 3 services (within the expertise domain quoted) when called up on.

Table 1: Expertise Domains (Technology Skillsets)

Role # Expertise Domain Role Title Core technical requirements (not limited to) Junior

(certifications are mandatory) Senior (certifications are mandatory)

A Expertise Domain: Software Engineering & Development

A01 Software Engineer - Backend

Windows Server, Microsoft .NET (C#), Entity Framework, DevExpress, MVC, Internet Information Services, Webservices (REST/SOAP), XML/JSON, MS SQL Server (Relational modeling and Query writing/optimization), Active Directory, Oauth, SAML, Code Management (Team Foundation Server, Git, Subversion), Jira, Build & Deployment Management (MS Azure DevOps)

1.5+ Years’ experience in role

5+ Years’ experience in role and Managerial experience in role, leading small team of engineers.

A02 Software Engineer - Frontend HTML5, Bootstrap, CSS (SASS), Jquery, AngularJS 1.5+, 2.0, Express.JS, Webservices (XML/JSON), Telerik KendoUI, Code Management (Team Foundation Server, Git, Subversion), Jira, Build & Deployment Management (Jenkins / Octopus etc.), D3.js



A03 Full Stack Engineer

All-round SW Engineer Backend + Frontend as described in A01 and A02



A04 Software Architect

Backend + Frontend domain experience (A01-A03 and A05), former Senior Developer. Strong system design skills (e.g., scalability, security, standards), Continuous Integration

N/A

5+ Years’ experience in role and Managerial experience in role, leading team of engineers.


Linux Server, NodeJS, Express.js, AngularJS 1.5+, 2.0, NoSQL Document type databases (MongoDB, CouchDB, Couchbase), Code Management (Subversion, Git), Build & Deployment Management (MS Azure DevOps)


5+ Years’ experience in role and Managerial experience in role, leading small team of engineers

A06 Software Engineer - Mobile Backend

Mobile Backend-as-a-Service (BAAS) frameworks (e.g. Usergrid) and/or MEAN-stack or .NET Webservices on SQL back-end for custom mobile application backend development, Code Management (Subversion, Git), Build & Deployment Management (MS Azure DevOps)





A07 Software Engineer - Mobile Applications

Kotlin & Swift (IOS/Android) and HTML5 Hybrid applications (e.g. PhoneGAP, Ionic, Titanium, Onsen), Couchbase Lite, SQLite, API's, Synchronization Services, Code Management (Subversion, Git), Build & Deployment Management (MS Azure DevOps)



A08 Software Architect - Mobile

Backend + Frontend domain experience (A06/A07), former Senior Developer. Strong system design skills (e.g. scalability, security, standards), Continuous Integration

N/A


A09 System Analyst

Strong technology affiliation, able to produce technical requirement documentation, system design diagrams, integrate front-end/back-end/external systems and advice on industry standard implementation, configurations, integrations, security, performance, etc.

2+ Years’ experience in role

5+ Years’ experience in role and Managerial experience in role, leading team of analysts.

A10 Technical PM / Scrum Master

Broad technology affiliation and experience in skillsets mentioned under A01/A02/A05/A06/A07. Create and maintain WBS and/or Product Backlog. Create and maintain Project Plan and/or Sprint Planning. Manages team of analysts, engineers and testers, reports weekly progress and manages escalations.

N/A

5+ Years’ experience in role and capable of managing projects of 200K USD and over. Certified Scrum Master (CSM)

A11 Software Tester

Review solution against requirements, write integration test-scripts, write test-plans, estimate test-cycle times and resources needs, execute test-plans and register results in test-log. Prioritize bugs and drive resolutions with software engineers. Support preparation of UAT and supports end-users in UAT test-cycles.

2+ Years’ experience in role

5+ Years’ experience in role and Managerial experience in role, leading team of testers.

B Expertise Domain: User Interface/Experience Design

B01 Web UI/UX Designer Adobe XD, Adobe Photoshop / Illustrator, Sketch, Prototyping for Web Applications, Portals, Websites. Ideally includes skillsets of A02

1.5+ Years’ experience in similar role

5+ Years’ experience in role and Managerial experience, leading team of designers. Requires an online portfolio of work.



B02 Mobile UI/UX Designer Adobe Photoshop / Illustrator, Sketch, Prototyping for IOS/Android Phone/Tablet. Ideally includes skillsets of A07

1.5+ Years’ experience in similar role

5+ Years’ experience in role and Managerial experience, leading team of designers. Requires an online portfolio of work.

C Expertise Domain: Cloud Development / Architecture

C01 MS Certified Solutions Expert: Cloud Platform

Microsoft certified architect in designing/implementing Azure cloud solutions with a focus on the following combination or part of Azure services: App Services, SQL Databases, Storage, Cloud Services, Service Fabric, Multi-factor authentication, data factory, service bus, event hubs, application gateway, web apps, mobile apps, API apps, API's, Container Service, DevOps

N/A 5+ Years working experience, with 4 years on Azure and minimum exposure 5 projects Professional-level

D Expertise Domain: Business Intelligence & Geospatial

D01 MS Power BI Developer Requirement analysis, fact/dimension modeling, report and dashboard development, statistical analysis desirable. Skilled in designing interactive and captivating reports and dashboards

2+ Years’ experience in role Qualified associate (desktop and server)

3+ Years’ experience in role Certified professional architect and Managerial experience, leading team of PowerBI developers/architects.

D02 MS Power BI Administrator Requirement analysis, fact/dimension modeling, server administration, server operations (on-prem / on cloud), troubleshooting and support experience. Statistical Analysis is desirable

2+ Years’ experience in role Qualified associate (desktop and server)

3+ Years’ experience in role Certified professional architect and Managerial experience, leading team of Power BI developers/architects.

D03 ArcGIS Desktop/Web Developer ArcGIS for Desktop Python, ArcObjects, geoprocessing, Runtime Appropriate IDE and associated tools Discover, use, make and share data programmatically Create and deploy custom tools, commands, and add-ins Manipulate a map document's local and online content with ArcObjects and Python Perform geoprocessing tasks with Python and ModelBuilder Create, authorize, and deploy Runtime applications Connect and use tools and services from the ArcGIS Online environment. Have full understanding of ArcGIS JavaScript API's and ability to integrate ArcGIS maps into Web Applications.

1.5+ Years’ experience in role Entry-level certification

5+ Years’ experience in role Professional-level certification and Managerial experience leading team of developers.



D04 ArcGIS Architect Describe the ArcGIS products and supporting vendor technology (hardware, clients, networks, and databases). Define the solution for performance and scalability requirements. Make appropriate design choices for commercial off-the-shelf (COTS), configurable and non-customized platforms. Identify the business goals, outputs, and processes. Conduct a user-needs assessment and define the use cases. Explain software deployment patterns and licensing model and gather non-functional requirements and service level agreements. Design solution architecture for GIS deployment and configuration

N/A 5+ Years’ experience in role Certified in Enterprise Geodata Management and System design and Managerial experience leading team of developers

D05 ArcGIS Enterprise Administrator Provides high level expertise in developing complex software applications involving ArcGIS server technologies, methods, concepts, or approaches. Experience in configuring and administering Portal for ArcGIS and ArcGIS Online. Knowledge of ArcGIS for Server software including installation, configuration, optimization and creation of all currently available service types. Work closely with IT to support best practices related to security, application optimization and business processes. Strong background on SQL Server database configuration and administration with various other application. Enable conducive environment for on premise and cloud services to meet the specifications of various departments’ needs and various platforms for geospatial projects.

N/A 5+ Years’ experience in Enterprise server management with multi-disciplinary back ground on security, network and database administration and geo spatial technologies.

E Expertise Domain: MS SQL Database Admin & Development

E01 MS SQL Server Developer (MCSE)

Implement database objects, programming objects, design database objects, optimize and troubleshoot queries, installing and administering SQL Server.

1.5+ Years’ experience in role Certified for exams: 461

5+ Years’ experience in role Certified for exams: 461, 462, 463, 464, 465



E02 SSIS / SSAS Developer Designs data transformation flows, data loading, integration with external tools/data sources. Experienced in troubleshooting and operational tasks of managing scheduled ETL Design multi-dimension data and facts, create, process and maintains large data sets in logical cubes for analysis. Expert in MDX queries and expressions

1.5+ Years’ experience in role 5+ Years’ experience in role

F Expertise Domain: Other Database Admin & Development

F01 Hadoop/Spark Developer Select, install, configure and administer relevant Big Data technologies such as (HDFS, Spark, YARN, MapReduce, Hive, Pig, Impala, Sqoop, Flume, Spark, Kafka, Storm, Drill, Zookeeper and Oozie). Experienced with one or more Hadoop/Spark technologies (Cloudera, Pivotal, IBM etc.). Develop solutions for big-data problems in collaboration with application developers and data scientists.

1.5+ Years’ experience in role 5+ Years’ experience in role Architect-level and experience in managing teams of big-data developers.

F02 NoSQL Document DB Developer Install, configure and maintain one of following possible NoSQL Document DB solutions; MongoDB, CouchDB, Couchbase. Design and develop relevant data schemas for applications in collaboration with application developers.

1.5+ Years’ experience in role Certified in: MongoDB Developer Associate and/or CouchDB/Couchbase experience

5+ Years’ experience in role Certified in: MongoDB DBA and/or CouchDB/Couchbase experience and managerial experience in leading development team

G Expertise Domain: SharePoint

G01 MS Productivity Solutions Expert: Developer

Design, develop, deploy SharePoint solutions Web Parts, workspaces, team sites. Configure custom user and group permissions. Expert in HTML, JavaScript and SharePoint APIs. Experienced in creating custom PowerShell deployment scripts.

1.5+ Years’ experience in role Certified in exams: 70-331

5+ Years’ experience in role Certified in exams: 70-331 70-332

G02 MS Productivity Solutions Expert: Administrator

Manage installations of SharePoint server, site collection administration, configuration, maintenance and ongoing server operations. Performance monitoring, patching and upgrade SharePoint.

1.5+ Years’ experience in role Certified in exams: 70-339

5+ Years’ experience in role Certified in exams: 70-339 and experience in managing team of SharePoint administrators for big farms.



H Expertise Domain: Business Analysis

H01 Business / Functional Analyst Business Requirement gathering, strong technology affiliation, ability for process mapping, use case diagrams, functional/technical requirement documentation, creation of product backlog/user stories for Agile projects.

2+ Years’ experience in role 5+ Years’ experience in role and Managerial experience in role, leading team of analysts.

Table 2: Vendor & Expertise Domain Information

Vendor Name Locations (City, Country) Working hour (Local time) Number of technical resources at the different locations

Please indicate the expertise domains you will bid for and information related to roles under these domains noting that if you want to bid for an expertise domain, then all roles under that domain must be included in your bid:

Expertise Domain Role # Role Title Will Bid (Y/N)

No. of Junior Staff in

Role

No. of Senior Staff in

Role Comments

Expertise Domain: Software Engineering & Development A

Custom Web Development Microsoft Stack

A01 Software Engineer - Backend

A02 Software Engineer - Frontend


A04 Software Architect

MEAN Web Development & Mobile Backbend A05 Full Stack Engineer

Mobile Application Development Cross-platform

A06 Software Engineer - Mobile Backend


A08 Software Architect - Mobile

Managerial, Analysis & Testing

A09 System Analyst

A10 Technical PM / Scrum Master

A11 Software Tester



Role


Role Comments

Expertise Domain: User Interface/Experience Design B

Cross-platform Applications

B01 Web UI/UX Designer

B02 Mobile UI/UX Designer

Expertise Domain: Cloud Development / Architecture C

Microsoft Azure C01 MS Certified Solutions Expert: Cloud Platform

Expertise Domain: Business Intelligence & Geospatial D

Business Intelligence

D01 MS Power BI Developer

D02 MS Power BI Administrator

Geospatial Analytics

D03 ArcGIS Desktop/Web Developer

D04 ArcGIS Architect

D05 ArcGIS Enterprise Administrator

Expertise Domain: MS SQL Database Admin & Development E

Relational databases (Commercial) E01 MS SQL Server Developer (MCSE)

Data Integration / ETL / Data Warehousing and Analysis E02 SSIS / SSAS Developer

Expertise Domain: Other Database Admin & Development F

NoSQL Databases F01 Hadoop/Spark Developer

F02 NoSQL Document DB Developer



Role


Role Comments

Expertise Domain: SharePoint G

Microsoft SharePoint G01 MS Productivity Solutions Expert:

Developer


Expertise Domain: Business Analysis H

Business Analyst H01 Business / Functional Analyst

ANNEX D TECHNICAL EVALUATION CRITERIA

Note that the Technical Evaluation Criteria is divided into two sections: (1) Mandatory Requirements and 2) Weighted Scoring Criteria

1. Mandatory Requirements • This is the screening stage of the evaluation process. The vendors will be evaluated on a pass or fail criteria. • For a vendor to pass the screening stage /preliminary evaluation, such a vendor must meet the following criteria.

S.N Criteria Examples of Required supporting documents

1 Company registration: The service provider shall be an institution operating in the Field of information technology, software development, computer science or any other related / relevant field

Incorporation Certification etc.

2 Past Experience: Bidder must have at least 3 years’ experience in the provision of information technology services of similar or related nature.

List of projects detailing the projects delivered including - Project Title - Description - Scope

3 Past Performance: Bidder must submit at least 1 reference letter from its past clients for similar services or related indicating that the vendor performed to expectations in the assigned tasks

Reference letters

4 a) Technical Capability: Confirmation that the company is able to apply standard software development lifecycle methodology (SDLC) and ITIL as an IT service management approach.

Vendor to submit confirmation letter and proof of SDLC and ITIL application. Should also provide a brief presentation of the SDLC methodology followed and ITIL approaches in use

b) Expertise Areas: The vendor must bid for a minimum of 1 Expertise Domain out of the 8 Domains. However, the vendor must bid for all the subdomains and all skillsets (Roles) in the expertise domain of interest. Vendors are strongly encouraged to submit a bid for as many Expertise Domains as possible to increase their chances to be awarded.

Vendor to submit a Confirmation letter listing the expertise Domain Areas of interest for which his company has submitted a proposal.

5 Availability: The Bidders must confirm its availability of project implementation capacity and availability of project personnel between 0800 – 1700 Jordan Time. This is mandatory irrespective of the time zone of their location. The vendor must therefore confirm that they have ability to do so.

Signed Confirmation letter

6 Service Desk Staff: The service desk staff of the vendor should be able to communicate in English

CVs of the proposed Service Desk Staff

7 Acceptance to provide training to UNRWA Staff: Bidder must confirm in writing that its company will provide full documentation and training of UNRWA staff if the work awarded contains application development and support services.

Signed Confirmation letter

8 Qualification and experience of Technical Team Leader: The Technical Team leader who will oversee the project must have a University degree (of any level) in the field of computer science or computer engineering. Although Certifications in the same field would be preferred, it is not mandatory. The proposed technical Team leader must have minimum 3 years’ experience

CV and copies of Academic/ certification documents

9 Experience of project in-house key team members. The vendor to provide its key inhouse staff with relevant experience in the areas listed in the technology skillsets. The average experience of proposed in-house team members should at least be 2 years of relevant experience in the relevant IT field

CVs of team members to be provided by Bidder in their proposal and should contain evidence of work experience.

10 Acceptance of Terms of reference /Statement of requirements: By submitting the Technical and Financial Proposals, the vendor confirms that he has accessed, read, understood, and accepts the terms and conditions listed in the terms of reference/ statement of requirements in Annex C.

Confirmation letter stating the full acceptance of the statement of requirements / terms of reference in Annex C

Failure to comply with any of the mandatory criteria will lead to disqualification.

Phase 2: Scoring Methodology

Criteria Examples of required supporting documents

1. Corporate Experience

1.1 Number of years of experience in the provision information technology

List of examples similar or related tasks/projects completed. Maximum points will be given for above 8 years of demonstrated experience

1.2 Number of Reference Letters (Recommendation letters) for provision of similar or related services.

Reference letter(s) must clearly indicate the name and full address of the recommending organization, contact persons with their names and titles, telephone contacts and email addresses. Maximum points will be given for 5 or more reference/recommendation letters.

1.3 Technical capacity of the vendor to provide all technical skillsets in at least one of the 8 expertise area domains

The vendor must indicate how many of the listed groups of technology skillsets its company can provide. Evidence of such capacity must be provided. Maximum points will be provided to the 'Bidder who provides a proposal for all the 8 Expertise Domains

2. Personnel Experience

2.1 Technical Team Leader's work experience

CV of Technical team leader to be provided by Bidder in their proposal and should contain evidence of Experience as a project manager on projects of similar scope and complexity. Maximum points will be given for an experience of 8 and above years’ experience as a technical team leader

2.2 Experience of project in-house key team members.

CVs of team members to be provided by Bidder in their proposal and should contain evidence of relevant work experience. Maximum points will be granted for an average of 9 and above years’ experience for the proposed team

3. Project (Engagement) Planning and Management

3.1. Project (Engagement) Planning and Management

Bidder to provide a complete and detailed Project Plan for successful and timely project implementation in conformance with the expected timelines and deliverables indicated in the TOR Maximum points will be provided to the vendor whose Project plan and Management is fully detailed and covers all the required elements.

4. Responsiveness of bidder to the RFP

4.1. Quality of mapping of the Bidder's proposal to the Terms of Reference

The quality of the bidder's proposal assessed in alignment of their proposed solutions to the items outlined in TORs i.e. the requirements, deliverables, scope, etc. Maximum points will be given for the proposal that is fully detailed and demonstrates a holistic and comprehensive understanding of the project and its requirements and has responded fully to the requirements as outlined in the TORs.

4.2. Proven track record in delivering similar or related complex projects including its maturity in the market indicating countries where such project has been implemented

Bidders must provide detailed description of similar projects performed in the past. Maximum points will be given for the projects delivered fully demonstrate detailed information and experience in delivering relevant complex IT solutions.

Notes:

Failure to comply with the minimum mandatory score of 70% will lead to the disqualification of the proposal (ie. 140 pts out of 200)

ANNEX E: FINANCIAL PROPOSAL (PRICING MATRIX)

The Commercial Evaluation will be composed of two parts.

1. Assessment of mandatory Requirements. 2. Comparison of Prices submitted by Vendors after arithmetical checks. Whereas the maximum technical score arising out of technical evaluation will be 70 marks out of 100, the maximum score awarded arising out financial evaluation will be 30 marks out of 100. The lowest priced, technically compliant bidder will be awarded the highest points during financial evaluation.

The maximum number of points allocated to the criterion is given to the lowest priced proposal. All other financial offers receive points in inverse proportion, e.g., according to the following formula:

P = Y x U/Z,

P = Points for the financial offer being evaluated (=score);

Y = Maximum number of points for the criterion offer (30 Marks)

U = Price of the lowest priced proposal;

Z = Price of the proposal being evaluated

Vendors are supposed to check their Prices to ensure that there are no errors. In case the errors are identified in any vendors financial offer, then the affected bidder will be requested to accept the corrected offer, otherwise the vendors offer will be rejected.

MANDATORY REQUIREMENTS

Vendors are required to accept the following mandatory requirements by signing the forms in Appendices 1, 2 and 3

a) Acceptance of UNRWA General Conditions of Contract for Services b) Acceptance to provide the Performance Bond / First Demand Guarantee in case of award c) Acceptance of The Draft Contract

Failure in any of the above mandatory requirements may result in rejection of the Vendors Financial Proposal

Notes:

i) The unit prices indicated above shall be all inclusive and cannot be exceeded during Secondary bidding through the entire duration of the contract.

ii) Please ensure you indicate the currency of your Financial Proposal.

iii) Print the pricing sheet, sign, and Stamp. Return the signed and stamped sheet to UNRWA.

iv) UNRWA is tax exempt and therefore your prices should not include any taxes.

SPLIT AWARDS

Vendors are free to quote for any of the 8 expertise areas marked A to H. When the vendor decides to submit a financial proposal for any of the above 8 expertise domains, it is mandatory that all the subdomains and roles (skillsets) must be part of the financial proposal for that expertise domain. Missing out any sub-domain or skillset will lead to the disqualification of the entire expertise domain. Vendors are however encouraged to price for all expertise domains to increase their chances of award.

APPENDIX 1

ACCEPTANCE OF THE UNRWA GENERAL CONDITIONS OF CONTRACT

By submitting a tender, I confirm that I have accessed, read, and understood the UNRWA General Conditions of Contract in Annex H and I confirm the acceptance by signing this form

Company Name: ------------------------------------------------------------------------------------------------

Name of Company Representative: -----------------------------------------------------------------------

Signature: --------------------------------------------------------------------------------------------------------

Date: ---------------------------------------------------------------------------------------------------------------

APPENDIX 2

ACCEPTANCE TO PROVIDE THE PERFORMANCE BOND

[Form of First Demand Guarantee]

In case of being awarded, we hereby confirm that we accept to provide the performance bond in the form, format and value as stated in Annex F

Bidder (Company Name): _______________________________

Authorized Representative: _______________________________

Date: _______________________________

Signature: _______________________________

APPENDIX 3

ACCEPTANCE OF THE DRAFT CONTRACT

By submitting a tender, I confirm that I have accessed, read, and understood the UNRWA Draft Contract in Annex G and I confirm the acceptance by signing this form

Bidder (Company Name): _______________________________

Authorized Representative: _______________________________

Date: _______________________________

Signature: _______________________________

VENDOR FINANCIAL PROPOSAL

Currency ---------------------------

Expertise Domain Role # Role Title Level Estimated Annual Req (Days)

Daily Rate

Annual Total

Total for 3

Years

Total for 5

Years Expertise Domain: Software Engineering & Development A

Custom Web Development Microsoft Stack

A01 Software Engineer - Backend Junior 240 Senior 60

A02 Software Engineer - Frontend Junior 240 Senior 60

A03 Full Stack Engineer Junior 80 Senior 20

A04 Software Architect Senior 100

MEAN Web Development & Mobile Backends A05 Full Stack Engineer

Junior 80 Senior 20

Mobile Application Development A06 Software Engineer - Mobile Backend

Junior 160

Cross-platform

Senior 40


Junior 80 Senior 20

A08 Software Architect - Mobile Senior 50

Managerial, Analysis & Testing

A09 System Analyst Junior 80 Senior 20

A10 Technical PM / Scrum Master Senior 50

A11 Software Tester Junior 160 Senior 40

Expertise Domain: User Interface/Experience Design B

Cross-platform Applications B01 Web UI/UX Designer Junior 40

Senior 10

B02 Mobile UI/UX Designer Junior 40 Senior 10

Expertise Domain: Cloud Development / Architecture C

Microsoft Azure C01 MS Certified Solutions Expert: Cloud Platform Senior 50

Expertise Domain Role # Role Title Level Estimated Annual Req (Days)

Daily Rate

Annual Total

Total for 3

Years

Total for 5

Years Expertise Domain: Business Intelligence & Geospatial Systems D

Geospatial Analytics

D01 MS Power BI Developer Junior 40 Senior 10

D02 MS Power BI Administrator Junior 40 Senior 10

D03 ArcGIS Desktop/Web Developer Junior 16 Senior 4

D04 ArcGIS Architect Senior 20 D05 ArcGIS Enterprise Administrator Senior 20

Expertise Domain: MS SQL Database Admin & Development E

Relational databases (Commercial) E01 MS SQL Server Developer (MCSE) Junior 16 Senior 4

Data Integration / ETL / Data Warehousing and Analysis E02 SSIS / SSAS Developer Junior 16

Senior 4 Expertise Domain: Other Database Admin & Development F

NoSQL Databases F01 Hadoop/Spark Developer Junior 16

Senior 4

F02 NoSQL Document DB Developer Junior 16 Senior 4

Expertise Domain: SharePoint G

Microsoft SharePoint G01 MS Productivity Solutions Expert:

Developer Junior 40

Senior 10


Junior 16 Senior 4

Expertise Domain: Business Analysis H

Business Analyst H01 Business / Functional Analyst Junior 80 Senior 20

GRAND TOTAL

Company Name: ------------------------------------------------------------------------------------------------ Name of Company Representative: ----------------------------------------

Signature & Stamp: -------------------------------------------------------------------------------------------- Date: ---------------------------------------------------------------------------------

ANNEX F – PERFORMANCE BOND

[On the headed note paper of the Guarantor (Bank)]

Form of Performance Bond From: [Name of the Bank/…………………………………………………………………] [Branch or Office] …………………………………………………………… [Address] …………………………………………………………………….. Fax No: [……………………………] (the “Guarantor”) To: United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA) Al- Bayader Area, opposite WSTC P.O. Box 143464 11814, Bayader Wadi Al-Seer Jordan (the “Beneficiary” or “you”) Date:………………………………. Dear Sir/Madam Re: Performance Bond in respect of the Consultancy services for proposed Outsourcing of Software Development and Support Services performance obligation under the Contract [Ref no. …………………..……………………..] (The “Performance Bond”) Performance Bond No. [ ……………….]

1. We, have been informed that [supplier……………………………………………………….] (the “Principal”) has entered into a contract [full name of the contract …………………………………………………………………..] dated ….........................., with you, the Beneficiary, for the Consultancy services for proposed Outsourcing of Software Development and Support Services (the “Contract”).

2. Further, we understand that, according to the conditions of the Contract, an on-demand performance bond is required as a security for the performance of the Principal’s obligations under the Contract.

3. At the request of the Principal and in consideration of you entering into the Contract with the Principal, we [bank name…………………………………………………………………] hereby guarantee to you that we shall, without proof and notwithstanding any contest or dispute by the Principal, pay you in full, without any deductions, set-off or withholdings, any sum or sums not exceeding in total an amount of JOD [insert the amount in figures……………………………..] ([insert the amount in words………………………………………………………………………] currency…….) (the “Bond Amount”) claimed by you, upon, and in any event within 3 (three) days after, receipt by us of your first written demand stating:

(a) that the Principal is in breach of his obligation(s) under the Contract; and (b) the respect of which the Principal is in breach,

to the account specified in the said demand.

4. You may make any number of demands, but any case not later than expiry date, from time to time, under this Performance Bond. The maximum aggregate liability hereunder shall not exceed the Bond Amount.

5. Our obligations constituted by this Performance Bond is irrevocable and, except as stated herein, unconditional and shall not be reduced, discharged or released for any reason, act, event or omission.

6. This Performance Bond shall expire, the latest, on [[insert date] (the “Expiry Date”).

7. Any demand for payment must be received by us at this office on or before the Expiry Date.

8. We represent and warrant that we have the full power, authority and capacity to execute and deliver this Performance Bond and to perform our obligations hereunder.

9. Any demand, notice or communication made to us under or in connection with this Performance Bond shall be in writing and made to the address written above to the attention of: (a) [insert attention/contact details…………………………………………….].

10. This Performance Bond shall be regulated by the Uniform Rules for Demand Guarantees, International Chamber of Commerce (“ICC”) Publication No. 758.

11. We acknowledge that nothing hereunder or any document entered into in relation hereto shall imply a waiver, express or implied, by UNRWA of any privileges or immunity enjoyed by you, or acceptance of the jurisdiction of the courts of any country over disputes arising thereof.

Yours faithfully, Signed by:………………….. Name:………………………. Title:…………………………

ANNEX G – DRAFT SERVICE CONTRACT

CONTRACT No. UNRWA-2021----------

BETWEEN

UNITED NATIONS RELIEF AND WORKS AGENCY FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA)

AND

_______________________________

FOR

OUTSOURCING OF SOFTWARE DEVELOPMENT AND SUPPORT SERVICES

CONTRACT NO. 2021---------

BETWEEN

UNITED NATIONS RELIEF AND WORKS AGENCY FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA)

AND

---------------------------------

FOR

OUTSOURCING OF SOFTWARE DEVELOPMENT AND SUPPORT SERVICES)

This Contract is made this ---------------- by and between the United Nations Relief and Works Agency for Palestine Refugees in the Near East (“UNRWA”) and------------------------ located in----------------- Address --------------- Tel ------------------ Email------------------ (“the contractor”).

WITNESSETH

WHEREAS, UNRWA wishes to engage the Contractor to provide [type of Services] (the “Services”) in accordance with the terms and conditions set forth in this Contract (as defined below);

WHEREAS, the Contractor represents that it possesses the requisite knowledge, skill, personnel,

resources and experience and that it is fully qualified, ready, willing, and able to provide such Services in accordance with the terms and conditions set forth in this Contract; and

NOW THEREFORE, in consideration of the mutual promises and covenants herein contained, and other

good and valuable consideration, the receipt and sufficiency of which is hereby acknowledged, the Parties agree as follows:

ARTICLE 1 CONTRACT DOCUMENTS

1.1 This document, together with the Annexes hereto and referred to below, all of which are incorporated

herein and made part hereof, constitute the entire contract between the Parties for the purchase of [type of Services] (the “Contract” or this “Contract”): Annex A: UNRWA General Conditions of Contract – Contracts for the Provision of Services (the

“General Conditions”); Annex B: Terms of Reference Annex C: Contractor Financial Offer Annex D: Form of Purchase Order. Annex E: Performance Bond

1.2 The documents comprising this Contract are complementary of one another, but in case of ambiguities, discrepancies, or inconsistencies between or among them, the following order of priority shall apply:

1.2.1 First, this document;

1.2.2 Second, Annex A;

1.2.3 Third, Annex B;

1.2.4 Fourth, Annex C;

1.2.5 Fifth, Annex D; and

1.2.6 Sixth, Annex E.

1.3 This Contract embodies the entire agreement between the Parties with regard to the subject matter

hereof and supersedes all prior representations, agreements, contracts and proposals, whether written or oral, by and between the Parties on this subject. No promises, understandings, obligations or agreements, oral or otherwise, relating to the subject matter hereof exist between the Parties except as herein expressly set forth.

1.4 Any notice, document or receipt issued in connection with this Contract shall be consistent with the terms and conditions of this Contract and, in case of any ambiguity, discrepancy or inconsistency, the terms and conditions of this Contract shall prevail.

1.5 This Contract, and all documents, notices and receipts issued or provided pursuant to or in connection with this Contract, shall be deemed to include, and shall be interpreted and applied consistently with, the provisions of Article 17 (Settlement of Disputes) and Article 18 (Privileges and Immunities) of the General Conditions (Annex A).

ARTICLE 2 EFFECTIVE DATE; TERM OF CONTRACT

2.1 This Contract shall take effect on ---------------the “Effective Date”). 2.2 This Contract shall remain in effect for a period of [x] months from the Effective Date, unless earlier

terminated in accordance with the terms of this Contract.

2.3 Notwithstanding and in addition to the termination rights provided in Article 14 (Termination) of the General Conditions (Annex A), and without prejudice to and in addition to any of its other rights and remedies under this Contract or otherwise, UNRWA may, in its sole discretion and without giving any reasons therefore, terminate the Contract without cause, in whole or in part upon thirty (30) days written notice to the Contractor. In the event of termination pursuant to this Article, UNRWA shall only be responsible for payment for those Services provided to UNRWA in accordance with the requirements of the Contract, but only if such Services were ordered through the issuance of a Purchase Order, requested or otherwise provided prior to the Contractor’s receipt of notice of termination from UNRWA.

ARTICLE 3 REPRESENTATIONS AND WARRANTIES;

RESPONSIBILITIES OF THE CONTRACTOR; PERSONNEL

Representations and Warranties 3.1 The Contractor represents and warrants that:

3.1.1 it is duly organized, validly existing and in good standing;

3.1.2 it has all necessary power and authority to execute and perform this Contract;

3.1.3 the execution and performance of this Contract will not cause it to violate or breach any provision in its charter, certificate of incorporation, by-laws, partnership agreement, trust agreement or other constituent agreement or instrument;

3.1.4 this Contract is a legal, valid and binding obligation, enforceable against it in

accordance with its terms;

3.1.5 all of the information it has provided to UNRWA concerning provision of the Services pursuant to this Contract is true, correct, accurate and not misleading; and

3.1.6 it is financially solvent and is able to provide the Services to UNRWA in accordance with

the terms and conditions of the Contract.

Responsibilities of the Contractor 3.2 The Contractor shall provide to UNRWA the [type of Services], and in accordance with the terms and

conditions of this Contract.

3.3 The Parties acknowledge that nothing in this Contract commits, or shall be construed as committing, UNRWA to deal with the Contractor as an exclusive or sole-source supplier of the Services.

3.4 In the event that a Purchase Order (as defined below) does not contain all information required to

fulfil the Order, the Contractor shall promptly contact UNRWA in writing, including by email. 3.5 The Contractor and its Personnel (as defined below) shall perform the Services under this Contract

with the necessary care and diligence, and in accordance with the highest professional standards accorded to professionals providing similar Services in a similar industry.

3.6 The Contractor acknowledges (i) that UNRWA shall have no obligation to provide any assistance to the Contractor in performing the Services other than as expressly set forth herein (ii) and that UNRWA makes no representations as to the availability of any facilities or equipment which may be helpful or useful for performing the Services.

3.7 In addition to its obligations under Article 20 (Observance of the Law) of the General Conditions

(Annex A), the Contractor shall be aware of and shall comply with all applicable international standards and national labor laws, ordinances, rules, and regulations pertaining to the employment of national and international staff in connection with the Services in Jordan, including, without limitation, laws, ordinance, rules and regulations associated with the payment of the employer’s portions of income tax, insurance, social security, or health insurance, worker’s compensation, retirement funds, severance or other similar payments.

3.8 Except as expressly provided in this Contract, the Contractor shall be responsible at its sole cost for providing all the necessary personnel, equipment, material and supplies and for making all arrangements necessary for the performance and completion of the Services under this Contract.

3.9 Upon request from UNRWA, the Contractor shall be responsible for providing reports on the Services

performed under the Contract/Purchase Order. Personnel 3.10 Without limiting and further to Articles 4.1 and 4.2 of the General Conditions (Annex A), the Contractor

shall supervise and be fully responsible and liable for all work and Services performed by its personnel, employees, officials, agents, servants, representatives and sub-contractors (or any of those sub-contractors’ personnel, employees, officials, agents, servants and representatives) (“Personnel”) and for their compliance with the terms and conditions of this Contract. The Contractor shall ensure that all Personnel performing work or services under this Contract are qualified, reliable, competent, properly trained, and conform to the highest standards of moral and ethical conduct.

3.11 Without limiting and further to the General Conditions (Annex A), the Contractor shall be fully responsible and liable for, and UNRWA shall not be liable for (i) any action, omission, negligence or misconduct of the Contractor or its Personnel, (ii) any insurance coverage which may be necessary or desirable for the purpose of this Contract, or (iii) any costs, expenses, or claims associated with any illness, injury, death or disability of the Contractor's Personnel. The obligations under this Article do not lapse upon expiration or termination of this Contract.

3.12 Without limiting and in addition to Article 4.7 of the General Conditions (Annex A), the Contractor shall ensure that its Personnel abide by all security regulations, policies and procedures of UNRWA.

3.13 Without limiting and further to Article 7 (Insurance and Liability) of the General Conditions (Annex A) and the foregoing provisions of this Contract, the Contractor shall ensure that all of its Personnel used to perform the Services in connection with this Contract are (i) medically fit to perform such Services, and (ii) adequately covered by insurance for any service-related illness, injury, death or disability. The Contractor shall submit proof of such medical fitness and such insurance satisfactory to UNRWA, immediately upon request from UNRWA.

ARTICLE 4

PURCHASE ORDERS 4.1 UNRWA shall issue to the Contractor, from time to time during the Initial Term, and, in the event of

an extension of the Contract, the Extended Term, and Purchase Orders in the form set out at Annex F, setting out the type of Services required and other instructions for the performance of Services (each, a “Purchase Order”). No Purchase Order shall be valid unless authorized and signed by a duly authorized UNRWA official. There is no financial commitment by UNRWA unless a valid Purchase Order is issued to the Contractor. Each Purchase Order shall, at a minimum, make reference to this Contract, indicate the types of Services ordered, the applicable price for the Services being ordered, schedule for performance, and other relevant details. The Purchase Orders shall be transmitted to the Contractor by email.

4.2 All Purchase Orders issued by UNRWA pursuant to this Contract, and all Services performed by the Contractor pursuant to such Purchase Orders, shall be subject to and governed by the terms and conditions of this Contract, whether or not the Purchase Order contains a provision to that effect. In the event of any inconsistency between the terms and conditions of a Purchase Order and the terms and conditions of this Contract, the terms and conditions of this Contract shall prevail.

4.3 The Contractor shall promptly acknowledge receipt of each Purchase Order, and the date of its receipt, by counter-signing the Purchase Order and returning it by email, within three (3) working days. Any failure by the Contractor to provide such acknowledgement shall not relieve the Contractor from discharging its obligations under the Contract.

4.4 The Contractor shall accept changes to or cancellations of Purchase Orders by UNRWA without penalty or charge, provided UNRWA provides notice of such change or cancellation not later than five (5) working days following issuance of the Purchase Order.

4.5 UNRWA does not guarantee the order of any minimum quantity of Services from the Contractor under

this Contract.

ARTICLE 5 PRICE; PAYMENT

5.1 In full consideration for the complete, satisfactory and timely performance by the Contractor of all its

obligations under this Contract, UNRWA shall pay the Contractor for the Services, a Maximum Contract Value of -----------------------------------------, for the entire duration of the Contract including any Extended Terms, as set forth in the Estimated Contract Value.

5.2 Without prejudice to or limiting the provisions of Article 19 (Tax Exemption) of the General Conditions (Annex A), the Maximum Contract Value for all of the Services is inclusive of all costs, expenses, charges or fees that the Contractor may incur in connection with the performance of its obligations under the Contract, including, all taxes, duties, levies, fees and other charges of any nature imposed by any authority or entity.

5.3 The Contractor shall submit to UNRWA invoices for all Services provided to UNRWA in accordance

with this Contract, together with such supporting documentation as UNRWA may require, as indicated in each Purchase Order issued to the Contractor. The Contractor’s invoice shall specify, at a minimum, a description of the Services provided; the applicable prices for the Services the Purchase Order and Contract Numbers to which the invoice relates; and refer to UNRWA’s Contract Manager indicated in Article 8.1.1 or another point of contact for questions related to the invoice. Unless otherwise authorized in writing by UNRWA, each invoice submitted shall relate to only one Purchase Order.

5.4 Except as hereinafter provided, payments under this Contract shall be made to the Contractor within thirty (30) days from receipt of the Contractor's invoice and supporting documentation, and certification by UNRWA’s Contract Manager designated in Article 8.1.1 below that the Services represented by the invoice have been satisfactorily completed and that the Contractor has otherwise performed in conformity with the terms and conditions of this Contract and the Purchase Order to which the invoice relates, unless UNRWA disputes the invoice or a portion thereof. All payments due to the Contractor under this Contract shall be made by electronic funds transfer to the Contractor’s bank account, the details of which have been notified by the Contractor, as follows:

Account name: ------------------------------------- IBAN: ------------------------------------- SWIFT Code: ------------------------------------- Bank name: ------------------------------------ Bank Address ------------------------------------ Currency: --------------------------------------

5.5 The Contractor acknowledges and agrees that UNRWA may withhold payment in respect of any invoice in the event that, in the opinion of UNRWA, the Contractor has not performed its obligations in accordance with the terms and conditions of this Contract, or if the Contractor has not provided sufficient documentation in support of the invoice.

5.6 If UNRWA disputes any invoice or a portion thereof, UNRWA shall notify the Contractor accordingly,

including a brief explanation of why UNRWA disputes the invoice or portion thereof. With respect to disputes regarding only a portion of the invoice, UNRWA shall pay the Contractor the amount of the undisputed portion in accordance with Article 5.4 above. The Parties shall consult in good faith to promptly resolve outstanding issues with respect to any disputed invoice. Once a dispute regarding an invoice or a portion thereof has been resolved, UNRWA shall pay the Contractor the relevant amount within thirty (30) days after the final resolution of such dispute.

5.7 In addition to any other rights and remedies available to it, and without prejudice to any other rights

or remedies that UNRWA may have under this Contract, UNRWA shall have the right, without prior notice to the Contractor, any such notice being waived by the Contractor, upon any amounts becoming due and payable hereunder to the Contractor, to set off against any amount payable by UNRWA under this Contract, any payment, indebtedness or other claim (including, without limitation, any overpayment made by UNRWA to the Contractor) owing by the Contractor to UNRWA hereunder or under any other contract or agreement between the Parties. UNRWA shall promptly notify the Contractor of such set-off and the reasons thereof, provided, however, that the failure to give such notice shall not affect the validity of such set-off.

5.8 Payments made in accordance with this Article shall constitute a complete discharge of UNRWA’s obligations with respect to the relevant invoices or portions thereof.

5.9 Payments effected by UNRWA to the Contractor shall not relieve the Contractor of its obligations under this Contract and shall not be deemed to be acceptance by UNRWA of the Contractor's performance.

5.10 The Contractor shall not be entitled to interest on any late payment or any sums payable under this Contract nor any accrued interest on payments withheld by UNRWA that are subject to dispute.

ARTICLE 6

REVIEW; IMPROPER PERFORMANCE 6.1 UNRWA reserves the right to review and inspect (including the performance of tests, as appropriate)

all Services performed by the Contractor under this Contract, to the extent practicable, at all reasonable places and times during the Initial Term and Extended Terms, if any, of this Contract. UNRWA shall perform such review and inspection in a manner that will not unduly hinder the performance of the Services by the Contractor. The Contractor shall cooperate with all such reviews by UNRWA, at no cost or expense to UNRWA.

6.2 If any Services performed by the Contractor do not conform to the requirements of this Contract, without prejudice to and in addition to any of UNRWA’s other rights and remedies under this Contract or otherwise, UNRWA shall have the following options, to be exercised in its sole discretion:

6.2.1 If UNRWA determines that the improper performance can be remedied by way of

re-performance or other corrective measures by the Contractor, UNRWA may request the Contractor in writing to take, and the Contractor shall take, at no cost or expense to UNRWA, the measures necessary to re-perform or take other appropriate actions to remedy the improperly performed Services within five (5) working days of receipt of the written request from UNRWA or within such shorter period as UNRWA may have specified in the written request if emergency conditions so require, as determined by UNRWA in its

sole discretion.

6.2.2 If the Contractor does not promptly take corrective measures or if UNRWA reasonably determines that the Contractor is unable to remedy the improper performance in a timely manner, UNRWA may obtain the assistance of other entities or persons and have corrective measures taken at the cost and expense of the Contractor. In addition, in the event of UNRWA’s obtaining the assistance of other entities or persons, the Contractor shall cooperate with UNRWA and such entity or person in the orderly transfer of any Services already completed by the Contractor.

6.2.3 If UNRWA, in its sole discretion, determines that the improper performance cannot be

remedied by re-performance or other corrective measures by the Contractor, UNRWA may terminate the Contract in accordance with Articles 14.1 or 14.2 (second sentence) of the General Conditions (Annex A) without prejudice to and in addition to any of its other rights and remedies under this Contract or otherwise.

6.3 Neither review nor inspection hereunder, nor failure to undertake any such review or inspection, shall

relieve the Contractor of any of its warranty or other obligations under this Contract.

ARTICLE 7 LICENSES, PERMITS, OTHER AUTHORIZATIONS AND INSURANCE

7.1 The Contractor shall be responsible for obtaining, at its own cost, all licenses, permits and

authorizations from governmental or other authorities necessary for the performance of this Contract, including, without limitation, all entry/exit visas and work permits for its Personnel and customs clearances for equipment and material provided by the Contractor.

7.2 No later than 7 days after the Effective Date of this Contract, the Consultant shall have obtained and shall, for the term of this Contract and any extension or extensions thereof, unless terminated sooner pursuant to this Contract, maintain policies of insurance, with reputable insurance companies in good financial standing and acceptable to UNRWA, which insurance coverage shall provide for the Consultant’s Equipment and Property, Worker Compensation and Employer Liability Coverage and any Third Party Claims arising from the Services.

7.3 Essential Term: It is agreed and understood by the Parties that the obligations of the Consultant to obtain and maintain insurance set forth in Section 7.2 hereof are an essential term of this Contract and that UN relies on the Consultant to perform such obligation.

7.4 Evidence of Insurance: At its sole option UNRWA may request, and promptly upon such request the Consultant shall provide, satisfactory evidence of any insurance required under this Contract and copies of all relevant policies, provided that any failure by UNRWA to elect to request such evidence of insurance or copies of policies or any failure by the Consultant to provide satisfactory evidence or copies of insurance shall not relieve the Consultant of its essential obligation to obtain and maintain the insurance coverage set forth in Section 7.2 hereof.

7.5 Indemnification: The Consultant shall, at its sole cost and expense, indemnify, hold and save harmless, and defend UNRWA, its officials, agents, servants and employees from and against all suits, proceedings, claims, demands, professional indemnity, losses and liability of any nature or kind, including, but not limited to, all litigation costs, attorneys’ fees, settlement payments, damages, and all other related costs and expenses, based on, arising out of, related to, or in connection with any acts or omissions of the Consultant or its Personnel in the performance of this Contract. This provision shall extend, inter alia, to claims and liability in the nature of worker compensation, products liability, environmental or noise pollution and damage, and liability arising out of the use of patented inventions or devices, copyrighted material or other intellectual property by the Consultant or its Personnel. The obligations under this Section 7.5do not lapse upon expiration or termination of this Contract.

7.6 Notification and Defense: UNRWA shall promptly advise the Consultant of any such suits, proceedings, claims, demands, losses or liability after receiving written notice thereof, and shall reasonably cooperate with the Consultant, at the Consultant’s sole cost and expense, in the defense or settlement thereof, subject to the privileges and immunities of UNRWA The Consultant 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 UNRWA or any matter relating thereto. UNRWA shall have the right to be represented in any suit or proceeding, at its own expense, by independent counsel of UNRWA’s own choosing.

7.7 Prevention of Environmental Pollution. The Consultant shall take measures to prevent environmental pollution, harm or damage and to limit noise in the performance of the Services. In the event of a hazardous waste or spill or excessive noise resulting from the performance of the Services, the Consultant shall be responsible for all costs of mitigating the damage or effects resulting from, and of cleaning-up, the waste or spill, or eliminating the excess noise, and shall, in accordance with Section 7.6 above, at its sole cost and expense, indemnify, hold and save harmless, and defend the UNRWA, its officials, agents, servants and employees, from any claims arising from acts or omissions of the Consultant, or any personnel, employees, agents, servants, officials, sub-Consultants, or representatives of the Consultant resulting in environmental pollution, harm or damage or excessive noise.

7.8 In addition to, and without prejudice to, any warranties or indemnities provided by the Contactor under this Contract, the Consultant shall be liable to UNRWA for direct, indirect, special, incidental, or consequential damages, including, inter alia, any damage to UNRWA or third party equipment or property, or injury to, or death of, persons, caused by or arising out of the Consultant’s performance of the Contract.

ARTICLE 8

DESIGNATION OF THE PARTIES’ CONTRACT MANAGERS

8.1 For the purpose of the performance of this Contract, the following individuals have been designated by the Parties to represent them as far as their own individual competence and qualifications are concerned (“Contract Manager”). It is understood that any decisions by such Contract Managers which would increase or decrease UNRWA’s financial liability shall only be binding on UNRWA if they are the subject of a formal amendment to this Contract, duly signed by the Authorized Official.

8.1.1 UNRWA has designated as its Contract Managers the following persons:

-------------------------------- ----------------------------------------------------------n

--------------------------------------------------- Tel: + --------------------------

E-mail: [email protected]

8.1.2 The Contractor has designated as its Contract Manager the following person:

-------------------------------- --------------------------------------------- T: ------------------------------------------ E: -----------------------------------------

ARTICLE 9 NOTICES

9.1 Except as otherwise specified in this Contract, all notices and other communications between the Parties required or contemplated under this Contract shall be in writing and shall be delivered either by: (i) personal delivery; (ii) recognized overnight delivery service; or (iii) postage prepaid, return receipt requested, certified mail, transmitted to the Party for whom intended at the address shown below or such other address as the intended recipient previously shall have designated by written notice given pursuant to this Contract. If to the Contractor --------------------------- --------------------------- Tel: +------------------- Email:-------------------

If to UNRWA:

The Chief, Central Services Division (CSSD)-HQ, Amman Bayader Wadi Seer- PO Box: 140157 Amman 11814 Jordan Tel: +-------------------------- Email: [email protected]

9.2 Notices and other communications required or contemplated by this Contract delivered by mail or

recognized overnight delivery service shall be effective on the date they are officially recorded as recorded by the postal or delivery service as delivered to (or refused by) the intended recipient by return receipt or equivalent. Such notices and other communications delivered in person shall be effective on the date of actual receipt.

ARTICLE 10 MISCELLANEOUS

10.1 Without limiting the provisions of Article 21 (Modifications) of the General Conditions (Annex A), no

terms or provisions of this Contract shall be deemed waived and no breach excused, unless such waiver or excuse shall be in writing and signed by the Party giving the waiver or excuse. No consent to, or excuse or waiver of, a breach of this Contract shall constitute a consent to, or excuse or waiver of, any other subsequent breach.

10.2 If any provision of this Contract shall be held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired.

10.3 Headings and titles used in this Contract are for reference purposes only and shall not be deemed a part of this Contract for any purpose whatsoever.

10.4 This Contract may be executed in any number of counterparts, each of which shall be deemed an original and all of which taken together shall be deemed to constitute one and the same instrument.

10.5 Unless the context otherwise clearly indicates, all references to the singular herein shall include the plural and vice versa.

10.6 This Contract and everything herein contained shall inure to the benefit of, and be binding upon, the

Parties and their respective successors and permitted assigns. No other person shall be a third party beneficiary hereof or have or be entitled to assert rights or benefits hereunder.

IN WITNESS WHEREOF, the parties have, through their authorized representatives, executed this Contract on the date herein below written. United Nations Relief and Works Agency for Palestine Refugees in the Near East Name: ________________ Title:__________________ Witness Name _______________ Title:_________________

Awarded Company ---------------------------------- Name ________________________ Title _________________________ Witness Name _______________ Title:_________________


ANNEX H: UNRWA GENERAL CONDITION OF CONTRACT

ANNEX I – INSTRUCTIONS FOR UNGM REGISTRATION AND BID SUBMISSION

UNRWA’s e-tendering system, In-tend is integrated with the United Nations Global Marketplace portal (www.ungm.org). Please find instructions on how to register your company and how to access the tender documentation. For further assistance, please contact UNGM at [email protected] or use the Help Button on the UNGM site.

STEP 1: CREATION OF YOUR UNGM ACCOUNT To access the tender documents, you need to be completed the registration process at Basic level and have a ‘Registered’ status with UNRWA on UNGM. Go to www.ungm.org and click on the ‘Register’ box.

Read the explanation about UNGM vendor registration process and click on the button ‘Continue to registration’.

Accept the UN Supplier Code of Conduct by ticking the corresponding box, introduce your company details and click on the ‘Continue to registration’ button.




Complete your login details and click on the ‘Create login’ button.

STEP 2: ACTIVATE YOUR UNGM ACCOUNT

Once you have created your UNGM account, please do not forget to activate it. Go to your personal email inbox, where you should have received an email from UNGM containing an activation link. Please activate your UNGM account by clicking on the activation link.

If you have not received the activation email, please check your Spam filter/inbox. Note that you can resend the activation email to yourself from your UNGM inbox. Review the 'Registration Process' link in the left hand side menu for further information and detailed instructions on how to proceed in order to complete your UNGM registration. In addition, please find below the link to the video guideline on how to successfully register your company on UNGM: https://www.ungm.org/Public/Video/View/3 IMPORTANT: We kindly remind you that the ‘Registration for UN staff’ process is meant for UN personnel only and does not apply to vendors.

http://www.ungm.org/Public/Video/View/3

STEP 3: LOG INTO YOUR UNGM ACCOUNT

In order to log into your UNGM account, please click on the ‘Log in’ link at the top right- hand corner of the page. You will need to use your username which is the email address you registered with and your password.

If you do not remember your password, please use the ‘forgotten password’ functionality. STEP 4: COMPLETE YOUR VENDOR REGISTRATION FORM IN UNGM From the ‘Registration’ link in the left-hand menu, you can complete your registration form. It only takes about 5-8 minutes to complete your Basic registration. Please note that some tabs appear in red and others in green. The red tabs mean that you are missing information. The asterisk (*) indicates information that is required and you will not be able to submit the registration without this information.

Please do not forget to submit your completed registration to the UN organizations matching your company’s profile. Please verify that UNRWA is part of the list of UN organizations which match your company’s profile in the ‘UN organizations’ tab. STEP 5: CHECK YOUR STATUSES AND UNGM NUMBER IN THE DASHBOARD

If you have completed your basic level registration in the past, please ensure that your basic registration with UNRWA is complete. You can either check this information from your Dashboard (for instance your registration status is Registration/Vendor to Update) or directly in your registration. If not, please update/modify the information requested by the UNGM system before proceeding.

STEP 1: SEARCH FOR TENDER NOTICES ISSUED BY UNRWA

From the UNGM homepage, click on the ‘Business Opportunities’ box or click on the ‘Tender notices’ link in the left-hand menu. Click on the ‘show more criteria’ button on the upper right side.

In the ‘UN organizations’ field, please type UNRWA. The system will automatically show all the active tender notices issued by UNRWA.

On the side of each tender notice, you will find a green button with either ‘Express interest’ (if this is the first time you view the notice) or ‘View documents’. In case of first access, click on ‘Express interest’ to notify UNRWA that you are interested in participating in this tender. After a few seconds, the button will change in a green button ‘View documents’. Click on this ‘View Documents’ button (on the left side) to gain access to the tender documents.

STEP 2: TENDER MANAGEMENT

You will be transferred from the UNGM portal to the UNRWA e-tendering system. The following ‘Tender Management’ screen should appear. IMPORTANT: If it does not show the Tenders screen, please inform immediately UNRWA at [email protected]. You are now in the UNRWA e-tendering system. Under this area you will find several menu tabs:

- Tender: General information about this tender - RFP documents: IMPORTANT, here is the deadline plus all the documents of the

tender process (RFP or ITB). In the same area, you have the placeholders for uploading your proposal and all your documents.

- Correspondence: an area where you can write email and receive answers from UNRWA. - Clarifications: an area for reading the clarifications issued by UNRWA and made available to all

bidders. Please ensure to read all the clarifications as they become part of the specifications.

- History: a log of past activities related to this tender From this point onward, we think that the system is more intuitive and you will be able to navigate without major difficulties. But if you have questions, please contact us using the CORRESPONDENCE function of the e-tendering system or via email at [email protected].

STEP 3: ACCESS THE TENDER AT A LATER STAGE




There is a short-cut to the tender notices. After the login in UNGM, you can select the Menu option ‘My tenders/contracts’ in the left-hand menu. You can also click on the ‘View document’ button next to the notices or click on the UNRWA link under ‘My tenders/contracts’ in order to access the UNRWA e-tendering system and see the details of the tender notice and its documents.

STEP 4: DOWNLOAD THE TENDER DOCUMENTS

In the ‘Tender Management’ page, please select the ‘RFP documents’ menu tab, scroll down until the section ‘Tender documents received’ and download all documents.

STEP 5: ATTACH AND SUBMIT DOCUMENTS If any mandatory documents have been requested, they will be shown in the ‘My tender return’ section against a red button. You will need to attach them using the ‘Attach Documents’ button within the ‘My Tender Return’ section to the bottom of this screen. If a Questionnaire is required to be completed, it will be shown in Red and marked ‘Not Started’ in the ‘My Tender Return’ section. It is mandatory that any Questionnaire‘s must be completed. To attach additional documents you wish to submit as part of your tender return, click the ‘Attach Documents’ button under the ‘My Tender Return’ section (if available). These will then appear in the ‘My Tender Return’ section. NOTE : Large files may take some time to upload. We advise you to keep the files under 5MB. IMPORTANT : When you have completed all the above steps and are ready to submit your tender return, click the red ‘Submit Return’ at the bottom of this page.

The Tender Alert Service is an added service for vendors who would like to be notified of relevant tender notices via email. With the Tender Alert Service, you can receive notification of relevant business opportunities that match your company's products and/or services directly to your email address. This service is provided at a fee of USD250 per year. You can also access tenders free of charge under Tender Notices.

If you need Help at any stage of the process, you can contact via the ‘Help’ functionality on the UNGM website. We aim to respond to all queries within 48 hours. Please note that you can categorize your query, which enable us to treat it more efficiently.

If you urgently need assistance, you are also welcome to contact us at [email protected] for urgent assistance.


ANNEX J- BIDDERS CONFERENCE

Non-Mandatory Bidders Conference

Outsourcing of Software Development and Support Services.

Bidder’s conference date

Date: Monday 19th April 2021 at 10:00 am (Jordan Time)

Conference mode: Virtual using Microsoft Teams.

Meeting Link:

https://teams.microsoft.com/l/meetup-join/19%3ameeting_ZWI5MWYyNTQtMTNjZS00ZjExLTk5NDktMWRiYzJiYjY3ZTIw%40thread.v2/0?context=%7b%22Tid%22%3a%22262f6a41-20e9-4140-8d3e-fdf5eecb4157%22%2c%22Oid%22%3a%22f5f915e0-239a-4741-b1fc-234cb3cbc3b0%22%7d

Purpose:

Due to the nature of the scope of work and in light of the importance of the planned contract(s), UNRWA wishes to ensure that all aspects of the tender documentation are understood and that the proposals are submitted in accordance with the stated requirements by the due date. The purpose of this conference is to explain these important aspects of the requirement and to answer questions that the prospective Bidders may have.

NOTE: Participation in the conference is non-mandatory and a not pre-requisite for submitting a Proposal

Process:

1. The vendor must confirm the intent to participate in the conference latest by 15th April 2021 by sending the attached form below by email, to [email protected] with a copy to Mr. Julius Birungi ([email protected]) and Mr. Ahmed Khreshi, ([email protected])

2. Vendors are advised to allow themselves sufficient time join the zoom meeting latest by 9:55 Am Jordan Amman Time

3. Although the bidder’s conference is non mandatory, you are strongly encouraged to attend so that the requirement is explained to you in detail. Such an attendance will provide you information so that you can submit a proposal from an informed perspective.

4. You can use the above link to attend the bidders conference:








CONFIRMATION FORM

CONFIRMATION to UNRWA should be by email to [email protected] with a copy to Mr. Julius Birungi ([email protected]) and Mr. Ahmed Khreshi, ([email protected])

Outsourcing of Software Development and Support Services.

Bidder’s conference date

Date: Monday 19th April 2021 at 10:00 am (Jordan Time)

Conference mode: Virtual using Microsoft Teams.

Company name: __________________________________________________________

UNGM Vendor registration No.: ____________

We confirm that the company’s following representatives will participate in the tender’s non-mandatory conference (Maximum 2 persons from each company are allowed):

(1) Representative’s first name: _________________ last name: ____________________

Email _________________________ Tel.: ______________________________

(2) Representative’s first name: _________________ last name: ____________________

Email: _________________________ Tel.: ______________________________

Company name ___________________


