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Title of the RFI: Service Delivery Management System Implementation and Maintenance

Date of this RFI: 6 October 2020 Closing Date for Receipt of RFI at PD: 19 October 2020

RFI Number:

Address RFI response by fax or e-mail to the Attention of: Wc4

Fax Number: N/A

E-mail Address: wansun.chung2@un.org

UNSPSC Code: 43230000

DESCRIPTION OF REQUIREMENTS

Introduction The purpose of this Request for Information (RFI) is to provide the United Nations (UN) with an estimated cost range for the implementation of a new service delivery management system. The UN Secretariat is currently evaluating 5 main client engagement systems to determine the system to be used in the future across the organization. The main purpose of the system is to serve as an internal service delivery management / client engagement tool through which questions and basic service requests can be raised, which are not available in its current ERP systems. For its evaluation, the UN Secretariat is conducting preliminary market research to identify potential implementing partners and based on past and current experiences help to estimate the costs of implementation of the system. The UN expects the system implementation to take 18 months. The following tools are being assessed: • Microsoft Dynamics • Oracle CX • SAP Service Cloud • Service Now • Siebel CRM (hosted on a separate cloud platform) While drawing on your experience, the cost estimate should be adjusted to reflect the UN Secretariat's defined requirements for the system implementation included in Statement of Work (Annex A). If no cost estimate can be provided for each of the 5 system, a minimum of 2 systems should be costed. Costing can include on- and/or off-shore; options should be provided. The gathered information will be used to determine which system is to be implemented going forward.

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REQUEST FOR INFORMATION (RFI)

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Additionally, vendors should indicate their experience in implementing such systems. 1. Use of Information 1.1. All costs for preparing a response for the RFI must be covered by the vendor. 1.2. The requested information will only be used by the UN for internal planning purposes, be kept strictly confidential and only authorized personnel will have access to it. 1.3. The response to this RFI will not be used to pre-qualify vendors. 1.4. The provided information will not be contractually binding to the vendor. 2. RFI Response Delivery The primary objective of this RFI is to gather information on estimated costs for implementation helping to identify which of the system should be implemented. Please email your response to the email provided above. 3. Your Organization Please provide the following information on your organization: 3.1 Please specify if you have any relationship or certification with any of the system vendors and provide details on your relationship. 4. Experience / Capabilities To ensure cost effective and efficient implementation and ongoing management of any of the service delivery management systems, please answer / elaborate on the questions listed below in Annex B and C: 4.1. Provide a brief description of your company’s experience in designing and deploying service delivery management systems. 4.2. Please reflect your experience related to implementing and administering the sytems above in Annex B and C (Forms). You can duplicate the forms if necessary to provide additional examples. 4.3. Please provide a costing estimate for the implementation of respective systems in Annex B. 5. Important – Registration as a United Nations Vendor 5.1. Please note that companies willing to participate in a potential solicitation excercie will have to be a registered vendor with the UN. 5.2. Please access the Vendor Registration Application Forms and follow instructions at the website: http://www.un.org/Depts/ptd/register.htm. Please submit applications as soon as possible.

NOTE

SPECIFIC REQUIREMENTS / INFORMATION (IF ANY)

Attachments to this RFI include: Annex A (Scope of Work) and downloadable versions of Annex B (Company's Organization & Background Form) and Annex C (Company's Service Delivery Management System Implementation Exercise Form). Download Forms Annex B and C here: https://www.un.org/Depts/ptd/sites/www.un.org.Depts.ptd/files/pdf/AnnexB.docx https://www.un.org/Depts/ptd/sites/www.un.org.Depts.ptd/files/pdf/AnnexC.docx Vendors responding to this RFI requested to send all information (including completed Forms) to Procurement Division (PD) via email address specified above on page 1.

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Information on tendering for the UN Procurement System is available free of charge at the following address: https://www.ungm.org/Public/Notice Only the United Nations Global Marketplace (UNGM) has been authorised to collect a nominal fee from vendors that wish to receive automatically Procurement Notices or Requests for Expression Of Interest. Vendors interested in this Tender Alert Service are invited to subscribe on http://www.ungm.org

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RESPONSE FORM

To be filled by the Vendor (All fields marked with an ‘*’ are mandatory)

COMPANY INFORMATION

UNGM Vendor ID Number*:

Legal Company Name (Not trade name or DBA name) *:

Company Contact *:

Address *:

City *: State:

Country *:

Telephone Number *:

Fax Number *:

Email Address:

Company Website:

We declare that our company fully meets the prerequisites A, B, C, D and E, for eligibility to register with the United Nations as outlined in the paragraph 1 of the RFI INSTRUCTIONS page. Signature:_________________________________ Date:_______________________

Name and Title:_____________________________

** If not already registered with UN Procurement Division, please use the following URL to register at United Nations Global Marketplace (UNGM): www.ungm.org.

VENDOR RESPONSE FORM

TO: Wc4 RFI Number: Email: wansun.chung2@un.org

FAX: N/A

FROM:

SUBJECT: Service Delivery Management System Implementation and Maintenance

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1) Registering as a Vendor with the United Nations Vendors interested in fulfilling the requirement described above must be registered at the UN Global Marketplace (www.ungm.org) with the UN Secretariat in order to be eligible to participate in any solicitation. Information on the registration process can be found at https://www.un.org/Depts/ptd/vendors. Prerequisites for Eligibility In order to be eligible for UN registration, you must declare that:

A. Your company (as well as any parent, subsidiary or affiliate companies) is not listed in, or

associated with a company or individual listed in:

I. the Compendium of United Nations Security Council Sanctions Lists

(https://www.un.org/sc/suborg/en/sanctions/un-sc-consolidated-list), or

II. the IIC Oil for Food List website or, if listed on either, this has been disclosed to the United Nations

Procurement Division in writing.

B. Your company (as well as any parent, subsidiary or affiliate companies) is not currently removed or

suspended by the United Nations or any other UN organisation (including the World Bank);

C. Your company (as well as any parent, subsidiary of affiliate companies) is not under formal investigation, nor

have been sanctioned within the preceding three (3) years, by any national authority of a United Nations

Member State for engaging or having engaged in proscribed practices, including but not limited to:

corruption, fraud, coercion, collusion, obstruction, or any other unethical practice;

D. Your company has not declared bankruptcy, are not involved in bankruptcy or receivership proceedings, and

there is no judgment or pending legal action against your company that could impair your company's

operations in the foreseeable future;

E. Your company does not employ, or anticipate employing, any person(s) who is, or has been a UN staff

member within the last year, if said UN staff member has or had prior professional dealings with the Vendor

in his/her capacity as UN staff member within the last three years of service with the UN (in accordance with

UN post-employment restrictions published in ST/SGB/2006/15.

F. Your company undertakes not to engage in proscribed practices (including but not limited to: corruption,

fraud, coercion, collusion, obstruction, or any other unethical practice), with the UN or any other party, and to

conduct business in a manner that averts any financial, operational, reputational or other undue risk to the

UN.

For Registered Vendors: Vendors already registered at the UN Global Marketplace with the UN Secretariat must ensure that the information and documentation (e.g. financial statements, address, contact name, etc.) provided in connection with their registration are up to date in UNGM. Please verify and ensure that your company is registered under its full legal name.

For Vendors Interested in Registration: Vendors not yet registered should apply for registration on the

United Nations Global Marketplace (http://www.ungm.org); information on the registration process can be

found at https://www.un.org/Depts/ptd/vendors.

IMPORTANT NOTICE: Any false, incomplete or defective vendor registration may result in the rejection

of the application or cancellation of an already existing registration.

2) RFI Process Vendors interested in responding should forward their information (as requested in the RFI) to the United Nations Procurement Division (UNPD) by the closing date set forth in this RFI. Due to the high volume of communications, UNPD is not in a position to issue confirmation of receipt of RFIs. Please note that no further details of the planned solicitation can be made available to the vendors prior to issuance of the solicitation documents. This RFI is issued subject to the conditions contained in the RFI introductory page available at https://www.un.org/Depts/ptd/rfi.

RFI INSTRUCTIONS

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Annex A

SCOPE OF WORK

Request for Information

Ak Cloud-based service delivery management software implementation

Office of Information and Communications Technology, OICT United Nations Secretariat

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Contents Background ...........................................................................................................................................................3

Scope ....................................................................................................................................................................3

System set-up .......................................................................................................................................................4

Basic set-up .......................................................................................................................................................4

Master Data import / export ...............................................................................................................................4

Employee Service Web portal ...........................................................................................................................4

Mobile app .........................................................................................................................................................4

System instances ..............................................................................................................................................5

System Functions ..................................................................................................................................................5

1. Service Catalogue .........................................................................................................................................5

2. Service Request Fulfilment ...........................................................................................................................5

3. Incident management ....................................................................................................................................6

4. Service Level Management (SLM) ................................................................................................................6

5. Knowledge management (KM) ......................................................................................................................6

6. Integrated virtual chat bot ..............................................................................................................................6

7. Reporting .......................................................................................................................................................7

Training .................................................................................................................................................................7

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BACKGROUND The UN Secretariat is currently evaluating 5 main service delivery management systems to determine the system to be used in the future across the organization. The main purpose of the system is to serve as an one-stop-shop internal service delivery management tool through which questions and basic service requests can be raised, which are not available in its current ERP systems. Currently, service delivery management is fragmented across the UN Secretariat: different Secretariat organizations have developed specific applications to enable clients to submit service requests. Few, often function-specific systems are used globally, however they are hampered through localized customizations. A tiered servicing model, with predefined escalation pathways, is not implemented in the current system in most functional areas. The current fragmentation in tools and approaches creates a varying user-experience and hinders global collaboration. Client journeys mostly suffer. Moreover, the currently used tools are often difficult to use and do not provide an intuitive solution to quickly and easily resolve service requests. In order to identify and implement a holistic global system that can incorporate different functions and service requests globally, the UN Secretariat is evaluating five different systems against its requirements, namely:

• Microsoft Dynamics (SaaS) • Oracle CX (SaaS) • SAP Service Cloud (SaaS) • Service Now (SaaS) • Siebel (hosted on a separate cloud platform)

In addition to its technical evaluation, the UN Secretariat is seeking to assess the related total costs of ownership for each of the systems. Specifically, this Request for Information (RFI) serves to provide an estimated cost of implementation of the systems mentioned above. This RFI seeks to identify analogous vendor experience and client engagements to better understand associated implementation costs for each system. While drawing on vendor experience, the final costs estimates should be adjusted to reflect the UN Secretariat requirements for the system implementation as defined below. Optimally, we ask for a rough cost estimate for each of the systems; at minimum for 2 systems. SCOPE The UN Secretariat is currently operating in about over 130 countries across the world and employs about 55 000 personnel. It included > 200 sub-entities operating across different locations. To maintain these locations and the staff serving in them, the UN Secretariat provides a variety of operational and administrative services. The service requests in scope for this project cover different functional areas, including:

- Human resource management - Financial services - Travel - Facility / compound management - Information Communication Technology - Supply Chain services, including logistics and procurement

In addition to servicing internal personnel, the UN Secretariat provides few services to outside organizations, primarily within the UN system. These most commonly refer to facility services (e.g. when facilities are shared) but based on service level agreements can also cover any of the other functional areas. Services beyond these areas and client groups are not in scope for this project. Any new system will cover an estimated

• 51 200 clients (non-agent users) in the UN Secretariat plus an estimated 5000 clients from other UN agencies, funds and programmes

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• Within the ‘clients’ an estimated 3600 ‘approvers’ will be given limited system access to certify processes and approve certain actions (limited functionality needed – e.g. to approve a process going forward, disbursement of money, assignment of equipment, etc.)

• The system will be used by 3800 agents across all functional areas For the initial stage, the following has to be incorporated

- an estimated 2500 catalogue items across the functional areas - All catalogue items would usually have a simple predefined workflow, starting with Tier 1, escalation

to T2 and in few cases T3. Many catalogue items will require an approval step. - Electronic forms will be linked to the catalog items. These forms will need the capacity in some cases to

present new information dynamically depending on the fields selected and to have an impact at any point of the workflows related.

- About 150 duty stations (locations) will be covered with the routing to Tier 1 often being duty-station specific depending on the requester´s organization, and therefore requiring adjustments in the workflow.

- An estimated 1500 agent groups / queues (including all support Tiers) will be required to enable the service request routing. Agent groups / queues will cover several catalogue items; an agent can be represented in more than one group.

Annually, the system will be used for an estimate 2.4 million service requests / incidents. In most cases the functionality will be set to follow as out of the box (OOTB) approach to ensure upgradeability. SYSTEM SET-UP BASIC SET-UP

• Integration with MS Azure AD: SSO for UN Secretariat personnel system access • Functionality allowing non-Secretariat (external) clients to create local accounts for system access – with

limited view only • Integration with MS Office 365 (Outlook) • Configuration of different security roles .

Configuration of 1500 support groups / teams assigned with the defined security roles. MASTER DATA IMPORT / EXPORT

• Master data integration with SAP − contact management (staff member profiles – name, duty station, index number, etc.) to populate

personnel profiles / pre-populate core fields in the system. − master lists for UN locations, entities and their sections and units.

• Integration with MS PowerBi for analytics − Load ticket information to PowerBI through automated process. − Implementing partner will provide guidance on the data model and support data stream integration.

EMPLOYEE SERVICE WEB PORTAL

• Implementing partner will provide 3 web user portal examples, of which UN Secretariat must choose one. • Adjust portal colors, logo, adjust landing page with 3 standard widgets. • Access for UN Secretariat personnel to full portal. • Access for other organizations through local account requests embedded in platform to a limited

functionality portal. • Language choice capability on internal and external portal – translation interfaces configured for English,

French, Spanish. • Translation interfaces available to agents to modify.

MOBILE APP

• Standard mobile app – for internal and external users, available in all 3 languages. • Fulfiller (agent) app to work on service requests / incidents.

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SYSTEM INSTANCES 3 fully operational systems Instances:

• Production System (PROD) • User Acceptance Test System (UAT) • Development System (DEV)

SYSTEM FUNCTIONS Any system will have to be equipped with core functionality. The functions in scope are

1. Service catalogue 2. Request Fulfillment (SR/RFS) 3. Incident Management (IM) 4. Service Level Management (SLM) 5. Knowledge Management 6. Integrated virtual chat bot 7. Reporting

1. SERVICE CATALOGUE

• A standard global service catalogue, with intuitive natural search functionality and an estimated 2500 catalogue items to be configured by implementing partner. Art work/ icons for catalog item look and feel will be provided by the UN Secretariat.

• Standard catalogue will be based on 4-level categorization. • Service Catalog will be published for the end users. • Visibility of catalog items will have the capacity to be separated to internal users only and items visible to

external users. • User Roles will be used to manage the catalogue. Implementing partner will ensure an easy to use

approach to add / edit catalogue items. • Implementing partner will ensure the ability to add or hide location-specific catalogue items which are not

provided at a global level. • Possibility to delegate administration of location-specific catalogue items. • Ensure ability to define catalogue items restricted to specific users, groups or functional areas if needed.

2. SERVICE REQUEST FULFILMENT

• A general, data driven, workflow will be created for each Service Request in the Service Catalogue. − Workflow will have the capacity to branch different paths depending on information gathered in

electronic forms or approval information − Workflows may require approvals. Approvals will also depend in some cases of the information

gathered in the form or the location/organization of the requester. − Assignments will be automated based on catalogue item /category, location and organization. − Same catalogue item may have different assignment groups or approvers based on the

organization and location of the requestor (client) for Tier 1 and Tier 2. − Other not typical assignments, escalations or approvals will be managed manually.

• Standard status will be used: Open, In Progress, Approved, On Hold (pending user), Resolved, Closed. • Priority can be defined per service request. • Standard email notifications will be created for this process (open, assign, resolved, reopen, pending

user). • Configurable survey for the end user is included; survey can be easily enabled / disabled and tweaked

for specific catalogue items (SR/RFS and IM). • End user should be able to reopen service requests that have been marked ‘resolved’ within x number

of days. Automatic closure thereafter.

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• Implementing partner will ensure easy to use interface (no coding) for UN Secretariat users to define new forms and edit other forms as needed.

• Reports and dashboards will be provided. 3. INCIDENT MANAGEMENT

• An incident management process, including escalations, categories, closure codes, states, priorities etc.

− Assignments will be automated based on category, application/service and location. − Functional / hierarchical escalations will be managed manually.

• Incident interface visibility will be configured for different roles: End Users and Fulfillers. • Urgency/ Impact can be defined by service request and will define the priority. • Standard status will be used: Open, In Progress, Approved, On Hold (pending user, pending vendor),

Resolved, Closed. • Standard email notifications will be created for this process (open, assign, resolved, reopen, pending

user). • Configurable survey for the end user is included; survey can be easily enabled / disabled and tweaked

for specific catalogue items (SR/RFS and IM). • End user should be able to reopen service requests that have been marked ‘resolved’ within x number

of days. Automatic closure thereafter. • Reports and dashboards will be provided.

4. SERVICE LEVEL MANAGEMENT (SLM)

• Creation of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for Incident Management and Request Management.

− Response time and Resolution time SLAs will be created. − Indicators should be relatable to specific process steps especially if escalation of a service request

is required. − SLAs have to be adjustable by catalogue item and location if needed. − Ability to assign various SLAs to the same ticket and start/pause/stop each SLA based on different

conditions. • SLAs will be based upon the priority of the ticket. • Automatic notifications to agents / flagging of tickets nearing resolution time limit. • Implementing partner will ensure set-up of easily editable interface for SLA and OLA indicators by select

business agents without need for wider configuration. 5. KNOWLEDGE MANAGEMENT (KM)

• Knowledge base with access control will be created (certain articles accessible for 1. all users, 2. Internal users, 3. Specific agent groups only (e.g. Tier 1 HR)).

• Knowledge based is integrated with the service catalogue and search functionality and visible for end users

− KM articles will be automatically displayed upon catalogue search / item selection. − Knowledge articles should be prominently visible to all clients prior to a submission of a service

request • KM is integrated in web portal and mobile app and is made available / can be translated in all languages. • When fulfilling service requests / dealing with incidents, agents can directly access KM through the

fulfiller portal. Articles with restricted visibility will be displayed to agents with correct access rights upon a search on the fulfiller site.

6. INTEGRATED VIRTUAL CHAT BOT

• Interactive chat bot will be integrated and linked with service catalogue and knowledge management.

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• Chat bot should be available to all clients to ask questions and identify relevant knowledge articles and web pages, sharing this information interactively with clients.

• Chat should be able to be configured to connect to a live agent. • Chat bot should include AI capacity and chat bot logic should be configurable • Chat bot should allow escalation / raising of respective service request, if client is not satisfied with

provided answers by pointing client to right request form. • Chat exchange to be stored within the ticket as part of audit trail.

7. REPORTING

− Design of access control to reporting − Activate standard operational reports available − Ability to configure custom reports in the tool. − Access to the tool from PowerBI (Implementing partner to provide support to understand the data model

and support creation of a data stream) TRAINING

• Definition of an organizational training plan, including for IT administrators, business focal points supporting implementation, agents, and other users

• Execution of the training / training plan including presentations and PDF manuals − Training of 10-20 system administrators − Train the trainers approach for business focal points, agents and other users.

• Development of a user manual. • Development of Admin manual.