EUROPEAN UNION OFFICE TO HONG KONG AND MACAO

TENDER SPECIFICATIONS

EEAS/DELHKG/029-SER-FWC-2016

Negotiated Procedure - IT - Provision of IT Support - User support, technical and administrative assistance with ICT (Information and Communication Technologies)

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Table of Contents

1. INTRODUCTION ...................................................................................................3

2. SUBJECT OF THE CONTRACT ............................................................................3

3. DESCRIPTION OF PUBLIC PROCUREMENT PROCEDURE .............................3

4. ELIGIBILITY OF ECONOMIC OPERATORS .......................................................4

Access to public procurement .........................................................................4 4.1. Non-exclusion of economic operators .............................................................4 4.2.

Selection of economic operators .....................................................................4 4.3.4.3.1. Legal and regulatory capacity criteria and evidence ...........................5 4.3.2. Economic and financial capacity criteria and evidence ......................5

4.3.3. Technical and professional capacity criteria and evidence .................5

5. TECHNICAL SPECIFICATIONS ...........................................................................6

Current ICT infrastructure at the Office ..........................................................6 5.1. Organisation of services .................................................................................7 5.2.

Description of services to be provided ............................................................8 5.3.

5.3.1. End-User support (1st Level) .............................................................8 5.3.2. Technical assistance with ICT software, hardware and

equipment, including IMAC actions ..................................................9

5.3.3. Administrative assistance related to ICT ......................................... 10

5.3.4. On-call IT support services ............................................................. 10

Minimum requirements for the Contractor's staff .......................................... 10 5.4.

5.4.1. Profile of the Contractor's staff in charge of performing the services (IT experts) ........................................................................ 10

5.4.2. Code of conduct .............................................................................. 12

ITIL context and related issues ..................................................................... 13 5.5. Reporting ..................................................................................................... 13 5.6.

6. EVALUATION OF TENDERS ON THE BASIS OF THE AWARD CRITERIA ............................................................................................................. 13

Technical tender ........................................................................................... 13 6.1. Financial tender ............................................................................................ 15 6.2.

Calculation of the overall score..................................................................... 15 6.3.

7. CONTENT OF THE TENDER ........................................................................... 16

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1. INTRODUCTION

The contracting authority is the European Union (hereinafter referred to as the "contracting authority"), represented by the Head of the Office of the European Union to Hong Kong and Macao or its duly authorized representative.

The contracting authority plans to conclude a framework service contract for the provision of IT support services, in accordance with the specifications set out in the procurement documents.

2. SUBJECT OF THE CONTRACT

The Contractor must provide the human and material resources necessary to provide the IT support services in the non-exhaustive list below:

• end-user support (1st Level), according to ITIL (IT Infrastructure Library) principles;

• technical assistance with ICT (information and communication technologies) software, hardware and equipment, including IMAC (Install, Move, Add, Change) actions;

• administrative assistance related to ICT equipment (inventory, technical requirements for purchase of ICT equipment, training and coaching);

• on-call assistance related to ICT hardware, software and equipment.

The place of performance is Hong Kong. IT support services will be provided in close collaboration with the Regional IT Officers (RITO) team currently based in Beijing (who provide the 2nd level of support) and with the EEAS IT Helpdesk in Brussels (who provide the 3rd level of support).

This Contract will normally be concluded for a term of 1 (one) year with the possibility to be renewed up to 3 times, each time for a period of execution of tasks of 12 months. Renewal does not imply any modification or deferment of existing obligations.

3. DESCRIPTION OF PUBLIC PROCUREMENT PROCEDURE

The economic operators interested in this contract shall submit their complete tenders, including all documents as described in point 7 by the deadline indicated in the letter of invitation to tender.

An e-mail address and/or a fax number of the tenderer shall be provided in the cover letter. It is the responsibility of the tenderer to regularly consult the e-mails received.

The evaluation of tenders will be made in the following order:

- access to public procurement,

- exclusion criteria,

- selection criteria,

- award criteria.

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4. ELIGIBILITY OF ECONOMIC OPERATORS

Access to public procurement 4.1.

Participation in this tender procedure is open on equal terms to all natural and legal persons:

- in one of the European Union Member States;

- in a third country which has a special agreement with the European Union in the field of public procurement1 on the conditions laid down in the agreement;

- in a country registered as a signatory of the Government Procurement Agreement (GPA) concluded within the WTO2;

- exceptionally, in Hong Kong.

Economic operators must confirm that they have their headquarters or domicile in one of the abovementioned States and present the supporting evidence normally acceptable under their own law.

Non-exclusion of economic operators 4.2.

Economic operators who have access to public procurement are evaluated on the basis of the information provided in their tenders for exclusion criteria.

Economic operators shall provide a declaration on honour on exclusion criteria and selection criteria (declaration on honour) – Annex 1 attached to the tender specifications duly filled in, signed and dated by the legally authorised representative.

Whenever requested by the contracting authority, the candidate or tenderer shall provide the supporting documents confirming the declaration on honour.

The successful tenderer to whom the contract is to be awarded shall provide, within a time limit defined by the contracting authority and preceding the signature of the contract, the evidence referred to under point 4, confirming the declaration on honour.

Selection of economic operators 4.3.

Tenderers must prove their legal, regulatory, economic, financial, technical and professional capacity to perform the services subject to this call for tender by meeting the selection criteria and minimum requirements listed in points 4.3.1, 4.3.2 and 4.3.3 hereafter.

Tenderers must provide only a declaration on selection criteria attached to the tender specifications – Annex 1 duly filled in, signed and dated by the legally authorised representative. The selection criteria are to be met respecting the requirements here below.

1 Regardless the estimated value of the tender: FYROM, Albania, Montenegro, Serbia and Bosnia and

Herzegovina (under the Stabilisation and Association Agreement), Iceland, Norway and Liechtenstein (under the EEA Agreement);

2 Armenia, Canada, Chinese Taipei, Hong Kong, Israel, Japan, Korea, the Netherlands with respect to Aruba, Singapore, Switzerland, and the United States.

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The successful tenderer will be requested to provide the documents mentioned as supporting documents on selection criteria in the declaration on their honour and in this tender specifications before the signature of the contract and within a deadline given by the contracting authority.

4.3.1. Legal and regulatory capacity criteria and evidence

Candidates must prove their legal and regulatory capacity to perform the services under point 2 by providing:

- Proof of enrolment in a relevant professional or trade register;

- Proof that it is authorised to perform the contract in its country of establishment or be a member of a specific professional organisation;

If there is no such requirement in the country of the delegation [No specific legal and regulatory capacity and evidence is required from the economic operators for this call for tenders.]

4.3.2. Economic and financial capacity criteria and evidence

Candidates must prove their financial capacity to perform the services under point 2:

Evidence on selection criteria

Financial statements for the last two financial years for which accounts have been closed

Minimum capacity level required

The average annual turnover of the last two financial years for which accounts have been closed must be at least 65 000 euro.

4.3.3. Technical and professional capacity criteria and evidence

Tenderers must prove the technical and professional capacity criteria and evidence to perform the services under point 2 by providing the following:

Evidence on selection criteria

- List of service contracts of the candidate relevant to the services under point 2, concerning the past two financial years for which financial statements have been submitted under point 4.3.2, with the annual contract value, the duration (start and end date), the client and the educational and professional qualifications, skills, experience and expertise of the person(s) responsible for performance of the contract(s);

Minimum capacity level required

The candidates must provide evidence of having undertaken similar projects during the last two financial years.

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5. TECHNICAL SPECIFICATIONS

The Office has currently 16 ICT end-users being part of the Office's staff. This number may change slightly during execution of this contract.

Current ICT infrastructure at the Office 5.1.

The infrastructure is currently based on the following hardware and other standard office ICT equipment: printers, network system, laptops, telephones, etc.

The mentioned hardware and ICT equipment may change during execution of the framework contract.

The infrastructure is based on the following software:

Operating Systems Windows 7 Enterprise Internet Explorer Firefox ESR Office products MS Office Professional Plus 2010 MS Office Proofing Tools Kit Compilation 2010 MS Office Project Professional 2010 MS Office SharePoint Workspace 2010 MS Office Visio Premium 2010 MS Word Style Patch

Add-ins DIaLOGIKa Eurolook Adobe Reader XI Plugins Microsoft Silverlight Windows Media Player RealPlayer Enterprise VLC Media Player DjVu Browser Plugin Flash Player Shockwave Player QuickTime Player Java Runtime Environment (JRE) CURL Runtime Environment Runtimes Power Builder Client Full Version Oracle Client MS .NET Framework – All versions Microsoft Visual C++ 2005 Runtime Microsoft Visual C++ 2008 Runtime Microsoft Visual C++ 2010 Runtime Miscellaneous McAfee VirusScan Enterprise

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MSXML MSXML 7-Zip PDF Creator Remote Desktop Connection

and all other software products included in the most recent referenced configurations.

Should there be a migration to a new operating system or Office platform during the performance of the contract, it will be notified to the Contractor at least 3 months in advance. Alignment to new versions and updates/upgrades of products must be guaranteed by the Contractor, at no cost for the contracting authority.

No training to the IT experts shall be offered by the Office or the EEAS and no training costs shall be borne by the contracting authority.

Network connection to headquarters (HQ) is provided by EWS.

The IT support tasks are segregated between two profiles named "Regional IT Officer" (RITO) and "IT Support" (ITSUP). The management of the servers and user accounts will be performed remotely by the RITO (and therefore are out of the scope of this call for tender) while the ITSUP tasks described below are to be covered by the Contractor.

Finally, the EEAS IT Helpdesk in Headquarters, is the Single Point of Contact (SPOC) for all issues with external (3rd party) ICT contractors where the contracting authority is the division Information Technology EEAS.BA.IBS.6. It also provides 3rd level support for incidents and service requests reported by Regional IT Officers and IT Support Contractors, whenever they cannot provide a satisfactory solution at their level.

Organisation of services 5.2.

The on-site IT support services (described under point 5.3) will be performed usually 2 half days per week. One half day is equivalent to 4 service hours. The volume and frequency of services may be modified during the performance of the contract and will be specified in each specific contract or order form.

The services are to be provided on a regular basis, in principle, on Monday afternoon and Thursday morning during the normal working hours of the Office of the EU which are Monday to Friday between 9:00 and 18.00.

In addition to the on-site services, the Contractor must assign:

a. a contact person in charge of managing the Office staff's urgent incidents available on-call outside on-site service hours and during working days of the Office from 09:00 till 18:00 from Monday to Friday and

b. a contact person to manage very urgent and high impact incidents, reported or requested by the contracting authority or any other person designated by him/her, i.e. the Head of Administration or RITO exclusively in the case of emergency, outside normal working days/hours of the Office (in exceptional circumstances).

The contact person can be the same person and he/she can also be the same person as the usual service provider for on-site services. The contact person must meet the minimum requirements for IT experts.

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The frequency of use of the on-call services by the contracting authority to report urgent incidents is 6-12 times per year for case (a) and 1-2 times per year for case (b) and for duration of 3 hours and 2 hours respectively. Some of the incidents reported on-call may require a local intervention of the Contractor's staff. The estimated local intervention time for the above described contact person is 3 hours per year for case (a) and 2 hours per year for case (b). Of course, whenever a solution can be provided remotely, this should be preferred compared to local interventions. According to past experience, the average time of one local intervention is 15 minutes.

In case of the necessity of the local intervention, the receipt of the call and the response time by the Contractor's staff, including any solution provided remotely, must be covered by the fixed fee for on-call services. The local intervention time is charged only from the moment when the Contractor's staff physically reaches the Office's premises.

The aforementioned amounts of hours may vary over the duration of the framework contract and is given for information purpose only.

The Contractor's staff will not have access to the premises outside its service hours, unless requested by the contracting authority. The services will not be performed when the Office is closed (during the weekends and the official public holidays of the Office), unless explicitly requested by the Office, in exceptional circumstances or local interventions.

The working languages at the Office are English and Cantonese. The IT expert shall be fluent in English which is mandatory when contacting the RITO and the SPOC.

Description of services to be provided 5.3.

5.3.1. End-User support (1st Level)

• To restore or facilitate the restoration of normal/expected IT operations for users, with minimal business impact and according to the urgency of the incident;

• To create a ticket for each new incident/service request (currently via SYSAID);

• To resolve incidents or service requests3, both rapidly and in a satisfactory way (through either a permanent fix or a temporary workaround);

• Whenever a satisfactory resolution is not possible or the incident/service request cannot be satisfied, escalate the ticket to the RITO or the EEAS IT Helpdesk, as needed, and ensure follow-up until closure;

• To close tickets only after the user confirms the resolution or, in case the user does not respond, when the auto-closure time limit is reached. In both cases, the resolution description must be included in the ticket, in a short but meaningful manner;

• To maximise the number of tickets resolved without 2nd/3rd level intervention.

3 Non-exhaustive list of examples: e-mail problems, access rights, problems with applications, network

connectivity problems, restoration of deleted files, hardware problems, requests for laptops, etc.

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5.3.2. Technical assistance with ICT software, hardware and equipment, including IMAC actions

• To assist ICT users with the use of office automation tools (e.g. Word, Excel, Outlook, Access Database...) and other applications that are part of the reference configuration (point 5.1 above);

• To prepare and configure software in workstations4 for newly arrived users (based on the reference configuration media delivered by HQ);

• To test and install additional software and devices necessary for professional tasks (after approval by HQ);

• To install patches and other software updates on all workstations (following instructions issued by HQ);

• To install and configure the anti-virus on all workstations (following instructions issued by HQ);

• To prepare and configure ICT hardware and equipment in workstations for newly arrived users (based on the reference configuration media issued by HQ);

• To assist in configuring Smartphones, iPhones, etc. (used for professional purposes);

• To install, move, configure and troubleshoot the workstations, printers, network devices (switches, hubs), scanners and multifunctional ("all in one") devices;

• To install ICT equipment in for training purposes as required;

• To install presentation equipment (projectors, beamers, audio-video systems...) as required;

• To assist end-users in the use of the video conference equipment;

• To remove workstations of leaving users;

• To perform the disk wiping for all declassified workstations;

• To provide assistance to the Wide Area Network (WAN) provider in case of network problems;

• To collaborate with the local internet service provider for equipment installation, connection, configuration and troubleshooting in case of network problems;

• To perform the physical patching of the network;

• To follow-up on hardware problems with ICT equipment;

4 Wherever the term "workstation" is used it refers to both PCs and laptops unless otherwise specified.

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• To assist, if requested, in the configuration of the PABX (Private Automatic Branch Exchange) system and assist with telephone handsets (change of name, hunt group, voicemail, etc.);

• To manage the stock of laptops for staff members going on missions – recuperation and cleanup of laptops when returned after the missions.

5.3.3. Administrative assistance related to ICT

• To assist with the prospection of the market and the preparation and drafting of technical specifications for calls for tenders for the purchase of ICT equipment based on instructions issued by HQ;

• To assist with the technical evaluation of tenders for purchase of ICT equipment;

• To provide training or coaching for Office staff on software, especially on the MS Office suite;

• To assist with the inventory of the ICT equipment.

5.3.4. On-call IT support services

Outside on-site service hours as described under point 5.2, the Contractor provides on-call services related to ICT, for urgent or high-impact incidents only. This means that the Contractor's staff must be available for assistance by telephone to respond to the Office's staff ICT incidents. This assistance shall be provided in all areas mentioned under points 5.3.1 and 5.3.2.

The on-call services cover:

• answering calls received from the Office's ICT users via the Head of Administration or the RITO, in case of urgent or high-impact incidents, and providing quick and effective solutions for these incidents;

• intervening locally, if necessary. If the incident cannot be resolved by telephone or if the local intervention is needed due to high urgency or impact, the Contractor shall send its staff to resolve the incident on-site within maximum 1 hour upon receipt of the call.

On-call services (by telephone) shall be charged by 15 and 30 minute slots and local interventions charged per hour (see annex A and B). The intervention time starts when the Contractor's staff reaches the Office's premises until the resolution or escalation of the incident at the Office. Any travelling time to the Office's premises is not to be counted and shall not be charged. All related costs shall be included in the price for the local intervention.

Minimum requirements for the Contractor's staff 5.4.

5.4.1. Profile of the Contractor's staff in charge of performing the services (IT experts)

The Contractor's staff delivering ITSUP services must have, as a minimum, the following profile:

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• Language: Written and spoken English proficiency equivalent to (at least) B2 level under the global scale of CEFRL5 is requested. Proficiency in Cantonese (at least B2 level) is also required.

• Experience: Minimum three years at a similar post(s) involving on-site user support related to the software and hardware described under 5.1 is required.

• Training: at least five days of relevant IT training over the past three years or at least one relevant technical certification (MS Windows 7 or MS Office 2010) obtained in the past five years.

• Certifications (any of): ITIL V3 Foundation, MCSA W7, MCITP/MCTS Client, MOS.

• An extract of the judicial record, proving that they have not been convicted of crimes or spent time in prison.

Only one of the experts proposed shall be considered as the usual service provider during the contract duration in order to minimise negative consequences for the Office by Contractor's staff turnover.

The Contractor shall seek the prior approval of the contracting authority for each member of its staff in writing at least 10 working days prior to the start of deployment, usually at the beginning of the month. In order to seek this prior approval, the Contractor will submit to the contracting authority the Curriculum Vitae of the proposed IT expert(s) detailing the language knowledge, the experience and the certification as well as any other document considered to be appropriate by the Contractor and/or by the contracting authority. Before submitting this request to the contracting authority, the Contractor ensures that the person(s) proposed for approval have not previously been rejected from any other contract due to misconduct or serious fault. Interviews may be requested by the contracting authority.

At any time during the contract, the contracting authority can request the replacement, at no cost for the EEAS, of a Contractor's staff member for grounds of professional insufficiency, low performance, negligence, serious fault or misconduct.

The Contractor shall notify the contracting authority of any change in the allocation of its staff as previously approved and will seek approval of the contracting authority before deployment.

Any failure of the Contractor to replace IT expert(s) with equivalent profile within one month may lead to termination of the contract by the contracting authority.

The Contractor will make sure that during absences of the allocated staff, including unplanned ones, "backup" staff with equivalent profile and sufficient knowledge of the Office's IT environment will provide the same quality of service for the Office.

Any replacement of the usual service provider(s), for any reason on the Contractor's initiative, excluding short-term unplanned absences coverage, will lead to a 10-service-day parallel "hand-over" period for both the incoming and outgoing IT expert. This hand-over period shall be included in the price for on-site services and shall not be charged

5 https://europass.cedefop.europa.eu/en/resources/european-language-levels-cefr/cef-ell-document.pdf

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separately to the contracting authority. No service disruption is allowed and the Contractor must ensure the business continuity and the correct hand-over so that the incoming IT expert becomes familiar with the Office's environment and IT tools.

During the duration of the contract, the Contractor is and remains the employer of its staff. The Contractor is obliged to follow all legal labour laws and obligations of Hong Kong (such as lengths of shifts, monthly hours, insurance, etc.).

The Contractor recruits, trains and remunerates the staff required for the IT services and engages this staff under his sole responsibility. The Contractor insures its staff member(s) against work accidents and engages itself to respect the local labour and social legislation in place regarding working conditions, social security, taxation, leave, benefits, etc. and all other matters related to the services tendered.

5.4.2. Code of conduct

The Contractor shall submit to the contracting authority a copy of the ID card of the staff allocated to this contract.

The Contractor’s staff shall register whenever they enter and exit the premises in the appropriate registry at the reception of the Office.

It is forbidden for the Contractor’s staff to take with them any objects, even if declared useless, belonging to the contracting authority and to any of the contracting authority's staff.

It is forbidden for the Contractor’s staff to take knowledge of any document of the contracting authority or of any of the contracting authority's staff, except if related to this contract and to the performance of the services.

The Contractor commits itself neither to use nor to communicate any information, document, knowledge regarding the contracting authority to any third party.

These obligations will bind the Contractor, its permanent staff and any possible subcontractor during the execution of this contract and after its end or termination.

The Contractor must obtain a signed declaration, regarding the mentioned confidentiality, from each of its staff assigned to this contract and must provide copy thereof to the contracting authority at the start of the specific contract/order form and, for its newly assigned staff, upon taking up services. In this declaration, its staff must commit in writing to respect the secrecy of any information which he/she could have knowledge of on the occasion of the execution of their services and to not make known or public to any third party or to use for his/her own benefit, any document or information, even after retirement from his/her job. The same applies to the staff of any possible subcontractor.

The Contractor shall not use the premises of the contracting authority and the equipment and material contained in it, including photocopiers, printers and telephones for purposes other than for the execution of this contract and exclusively for the needs of the contracting authority.

The cost of the repair of any damage caused by the Contractor's staff or linked to the inappropriate use of equipment, supplies or products will be borne by the Contractor.

The Contractor's staff and subcontracted staff will deliver the required services to the end-users in a polite and professional manner.

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The Contractor’s staff and subcontracted staff shall observe a neutral, informal but correct dress-code ("business casual") and an unoffending physical appearance according to local practice.

ITIL 6 context and related issues 5.5.

ITIL practices are rigorously applied in all EU Delegations, as they are in HQ.

In this context, it is expected that the Contractor participates actively in the ITIL processes in place, in particular Incident Management and Request Fulfilment.

The use of the ticketing tool in place (currently: SYSAID) is compulsory for the Contractor's staff, whether an escalation to 2nd level (RITOs) or 3rd level (EEAS IT Helpdesk) is needed or not. NB: the use of the tool is not compulsory for the end-users, but only for the Contractor's staff.

Reporting 5.6.

The Contractor shall provide monthly reports annexed to the invoice indicating:

• volume of on-site IT support services performed in hours;

• volume of incidents in number of calls/duration from the Office's designated member of staff (i.e. the Head of Administration / RITO) and type of incidents/requests for on-call IT support services. The Contractor shall detail the number of resolved and unresolved call requests or incidents;

• volume of local interventions in response to on-call IT support services provided outside the on-site service hours in hours and number of interventions.

6. EVALUATION OF TENDERS ON THE BASIS OF THE AWARD CRIT ERIA

The tenderers shall provide the "Statement of compliance with the procurement documents" at Annex 3 duly dated and signed in order to be considered technically compliant.

The technically compliant tenders are evaluated in order to award the contract to the tender offering the best price quality ratio. For this purpose, the tender will be evaluated technically and financially.

Technical tender 6.1.

The technical quality of the tenders will be evaluated on the basis of the documents provided by the tenderers in the technical tender with regard to the award criteria described in the table below.

Technical award criteria

No

Description

Max. number points

Criteria

1 Organisation of the services

(35 points – minimum

1. How will the tenderer organise the on-site support services during working

6 IT Infrastructure Library, a set of practices for IT Service Management (ITSM)

https://en.wikipedia.org/wiki/IT_service_management

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This criterion will enable to assess the organisation of the services offered by the tender, including the different members of a joint tender and the resort to subcontractors. Tenderers will develop in detail the organisation they offer in particular provide detailed information for each question.

threshold 50%)

days/hours? (10 points)

2. What are the measures to ensure service continuity in the event of unplanned absence by any of the contractor's staff? (10 points)

3. How will the tenderer organise the ad hoc on-call support services? (10 points)

4. How will the tenderer ensure effective collaboration with the Regional IT Officers (RITOs) and the EEAS IT Helpdesk? (5 points)

2 Service Quality

This criterion will enable to assess the service quality applied to the service foreseen in these tender specifications.

The quality system shall be detailed in the tender and specific to the services at hand. A generic quality system will result in a low score. On the contrary, quality system aligned with IT industry best practices (e.g. ISO 20000 ITSM) will receive a high score.

(30 points – minimum threshold

50%)

1. What measures, protocols and physical means will be implemented to control and guarantee the quality of the services provided, as well as their continuous improvement? (15 points)

2. How will the tenderer ensure adequate contract management and timely handling of any requests or complaints formulated by the contracting authority? (15 points)

3 Staff motivation policies

This criterion will enable the assessment of the tenderer's staff motivation programme. Tenderers will describe any incentives granted to IT experts who would be deployed under this contract such as financial bonuses, allowances, promotion, training, medical coverage and any other initiatives designed to motivate the IT experts and encourage their loyalty to the tenderer.

(15 points – minimum threshold

50%)

1. How will the tenderer ensure minimum turnover and maximum availability of the staff proposed in the tender? (8 points)

2. What are the staff motivation policies/measures that the tenderer will put in place as contractor? (7 points)

4 Quality monitoring and evaluation of services

This criterion will enable the assessment of the control measures applied to guarantee the quality of the services to be performed under this contract.

(20 points – minimum threshold

50%)

1. What measures, protocols and physical means will be implemented to control and guarantee the quality of the services provided? (5 points)

2. How do the measures proposed optimize the performance of the services? (5 points)

3. What general and specific training will be followed by the security guards? Also detail the duration, content, periodicity and target population? (5 points)

4. What is the proposed Disciplinary Code? (5 points)

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TOTAL 100

Any tender not scoring the minimum quality threshold of 50 % of the points for each criterion where indicated and 60 points for all the criteria combined will be eliminated.

Financial tender 6.2.

The prices for the tender must be tendered:

- in Hong Kong dollars.

- free of all duties, taxes and other charges, including VAT, as the European Union is exempt from such charges under the Vienna Convention;

- all inclusive. This means that, unless otherwise mentioned in these tender specifications, prices tendered shall include all the costs to be incurred by the tenderers in order to provide the services;

- using the unit price schedule (Annex A) and the price scenario tables in annex (Annex B)]. Any change in the table(s) as annexed to these tender specifications will lead to the rejection of the tender.

During the validity of the tender and the implementation of the contract, prices cannot be revised. During the implementation of the contract, they can however be indexed in conformity with Article I.5.2 of the framework contract.

The unit price schedule (Annex A) is binding during implementation of the contract. The price "scenario" is an estimate by the contracting authority of the quantities of the services over the duration of the contract in order to compare the financial tenders.

When completing the scenario, tenderers will specify the same unit prices tendered for in the unit price schedule, will multiply them by the quantities indicated by the contracting authority for each item and will calculate the total price.

Only the financial tenders submitted by those tenderers who have obtained an overall technical score of 60 points or more and at least 50% of the maximum score allocated for each individual criterion will be opened.

Financial tenders will then be checked for arithmetical accuracy. Where arithmetical errors are found, tenderers will be requested to correct them.

Calculation of the overall score 6.3.

The tender chosen will be that which offers the best price quality ratio among the technically compliant tenders, namely the tender obtaining the best overall score Pi calculated as follows where the weighting is 60% for the quality and 40% for the price:

Pi = Ti * 0.60 + Fi * 0.40

Ti = (technical quality score of the tender under consideration / score of the best technical quality tender ) * 100

Fi = (cheapest total price for the scenario / price of the scenario of the tender under consideration) * 100

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7. CONTENT OF THE TENDER

The tenderers shall submit all the requested documents listed here.

Tenderers shall submit all the requested documents listed below under "Technical Envelope" and "Financial Envelope"

6.1 Technical Envelope

(a) Declaration on honour on the exclusion and selection criteria (Annex 1)

(b) The duly completed tenderer information (Annex 2)

(c) Statement of Compliance with the tender documents annex duly filled and signed (Annex 3)

(d) A description of the tender submitted. The tenderer will explain in detail their tender (Annex 4)

(e) Award criteria No 1 Organisation of the services (Annex 5)

(f) Award criteria No 2 Service Quality (Annex 6)

(g) Award criteria No 3 Staff Motivation Policies (Annex 7)

(h) Award criteria No 4 Quality monitoring and evaluation of services (Annex 8)

6.2 Financial Envelope

(a) The duly completed and signed unit price schedule (Annex A)

(b) The duly completed and signed scenario (Annex B)

In addition, the following documents shall be provided:

1. A signed Legal Entity Form with its supporting evidence. The form is available at http://ec.europa.eu/budget/contracts_grants/info_contracts/legal_entities/legal_entities_en.cfm

When the tenderer is a legal person, a legible copy of the notice of appointment of the persons authorised to represent the tenderer in dealings with third parties and in legal proceedings, or a copy of the publication of such appointment if the legislation which applies to the legal entity concerned requires such publication.

Any delegation of this authorisation to another representative not indicated in the official appointment must be evidenced. When the tenderer is a natural person, a proof of registration on a professional or trade register or any other official document showing the registration number. The legally constituted consortium must present its own Legal Entity Form which is different from the Legal Entity Form of each individual member of the group;

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2. A signed financial identification form and its supporting evidence. The form is at http://ec.europa.eu/budget/contracts_grants/info_contracts/financial_id/financial_id_en.cfm (Bank account file - BAF).

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ANNEX 1

DECLARATION ON HONOUR ON SELECTION CRITERIA

EEAS/DELHKG/029-SER-FWC-2016

The undersigned [insert name of the signatory of this form] representing:

(only for natural persons) himself or herself

(only for legal persons) the following legal person

ID or passport number: Full official name:

Official legal form:

Statutory registration number:

Full official address:

VAT registration number:

declares that the person mentioned in the above box complies with the selection criteria as provided in the tender specifications:

SELECTION CRITERIA YES NO

(a) It has the legal and regulatory capacity to perform the services under point 2 of the tender specifications;

(b) It fulfils the applicable economic and financial capacity criteria indicated under 4.3.2 of the tender specifications;

(c) It fulfils the applicable technical and professional capacity criteria indicated under 4.3.3 of the tender specifications;

declares that the person mentioned in the first box will be able to provide the necessary supporting documents listed in the relevant section of the tender specifications and which are not available electronically upon request and without delay.

Name of the legal representative of the tenderer: Signature: Date:

19

ANNEX 2

TENDERER INFORMATION

NAME OF COMPANY

ADDRESS

TELEPHONE

FAX

EMAIL

WEBSITE

LEGAL STATUS

NAME(S) AND POSITION(S) OF THE PERSON(S) LEGALLY AUTHORISED TO SIGN THE CONTRACT

CONTACT PERSON FOR THIS CONTRACT

20

Annex 3 – Technical Tender

Statement of compliance with the procurement documents

EEAS/DELHKG/029-SER-FWC-2016

I, .................... , the undersigned, being the authorised legal representative of [to be completed with the name of the tenderer], hereby declare that we have examined and accept without reserve or restriction all the terms and conditions set out in the invitation to tender, in the tender specifications and in the draft contract for the tender procedure referred to above and, where appropriate, waive the tenderer's own general or specific terms and conditions. We offer to provide the services on the basis of our technical tender and our financial tender which do not diverge in any way from the requirements described in the procurement documents as drafted by the contracting authority. Our tender complies with all the technical requirements indicated in the tender specifications.

We also undertake to respect these requirements scrupulously during the performance of the framework contract in case we become the awardee of the contract. Name of the legal representative of the tenderer: Signature: Date:

21

Annex 4 – Technical Tender

A description of the tender submitted. The tenderer will explain in detail their tender

EEAS/DELHKG/029-SER-FWC-2016

22

Annex 5 – Technical Tender

Award criteria No 1: Organisation of the services

This criterion will enable to assess the organisation of the services offered by the tender, including the different members of a joint tender and the resort to subcontractors. Tenderers will develop in detail the organisation they offer in particular provide detailed information for each question.

1. How will the tenderer organise the on-site support services during working days/hours? (10 points)

2. What are the measures to ensure service continuity in the event of unplanned absence by any of the contractor's staff? (10 points)

3. How will the tenderer organise the on-call support services? (10 points)

4. How will the tenderer ensure effective collaboration with the Regional IT Officers (RITOs) and the EEAS IT Helpdesk? (5 points)

23

Annex 6 – Technical Tender

Award criteria No 2: Service quality

This criterion will enable to assess the service quality applied to the service foreseen in these tender specifications.

The quality system shall be detailed in the tender and specific to the services at hand. A generic quality system will result in a low score. On the contrary, quality system aligned with IT industry best practices (e.g. ISO 20000 ITSM) will receive a high score.

1. What measures, protocols and physical means will be implemented to control and guarantee the quality of the services provided, as well as their continuous improvement? (15 points)

2. How will the tenderer ensure adequate contract management and timely handling of any requests or complaints formulated by the contracting authority? (15 points)

24

Annex 7 – Technical Tender

Award criteria No 3: Staff motivation policies

This criterion will enable the assessment of the tenderer's staff motivation programme. Tenderers will describe any incentives granted to IT experts who would be deployed under this contract such as financial bonuses, allowances, promotion, training, medical coverage and any other initiatives designed to motivate the IT experts and encourage their loyalty to the tenderer.

1. How will the tenderer ensure minimum turnover and maximum availability of the staff proposed in the tender? (8 points)

2. What are the staff motivation policies/measures that the tenderer will put in place as contractor? (7 points)

25

Annex 8 – Technical Tender

Award criteria No 4: Quality monitoring and evaluation of services

This criterion will enable the assessment of the control measures applied to guarantee the quality of the services to be performed under this contract.

1. What measures, protocols and physical means will be implemented to control and guarantee the quality of the services provided? (5 points)

2. How do the measures proposed optimize the performance of the services? (5 points)

3. What general and specific training will be followed by the IT experts? Also detail the duration, content, periodicity and target population? (5 points)

4. What is the proposed Disciplinary Code? (5 points)

26

Annex A – Financial Tender

Unit price schedule in Hong Kong Dollar

Item Description Type of unit Unit price in Hong Kong Dollar

A On-site IT support services

Per half day

B On-site IT support services

Per day

C On-call IT support services

Per 15 minute slot

D On-call IT support services

Per 30 minute slot

E Local intervention Per hour

When filling in this table, tenderers shall fill in the unit prices for each item and will not modify, add or subtract any item. Failing this, their tender will be eliminated.

Name of tenderer:

Name of the legal representative of the tenderer:

Date: Signature:

27

Annex B – Financial Tender

Price scenario over the duration of the contract in Hong Kong Dollar

Item Description Type of unit Estimated number of units over

the maximum duration of the contract

Unit price in Hong Kong Dollar

Total price in Hong

Kong Dollar

1 2 3 4 5 6 = 4 x 5

A On-site IT support services

Per half day 416 [2 times per week x

52 weeks x 4 years]

B On-site IT support services

Per day 208 [1 time per week x

52 weeks x 4 years]

C On-call IT support services a)*

Per 15 minute slot

48 [12 times per year

x 4 years]

D On-call IT support services b)*

Per 30 minute slot

24 [6 times per year x

4 years]

E Local intervention

Per hour 20 [(3hrs + 2 hrs) per

year x 4 years]

TOTAL

* For the definition of the period "a)" and "b)", see point 5.2 of the tender specifications.

When filling in this table, tenderers shall fill in column 5 the same unit prices as tendered for in Annex A – Financial Tender. Tenderers will carefully calculate the total in column 6. They will do so for each item, they will not add, suppress or modify any item. Failing this, their tender will be eliminated.

Name of tenderer:

Name of the legal representative of the tenderer:

Date: Signature: