AbuDhabi_SystemsIntegrationAndImplementation

8/22/2019 AbuDhabi_SystemsIntegrationAndImplementation

1/103

Request for Tender No. SEHA-G/RFP/18/2012

SEHA Microsoft Centralization Program Development, Implementation and Support

Last Date to Purchase: 05/07/2012

Note: In order to participate in this RFP you have to pay 2000 AED as a fee.

Issue date: 24/6/2012

Submit Tender to:

Attn: Procurement and Services Manager

Abu Dhabi Health Services Company (SEHA)

Executive Building

Das Tower, 9th Floor,

Sultan Bin Zayad Street (32nd Street), Khalidiyah

Abu Dhabi, UAE

Tel: +971 2 410 2000

Closing date and time:

Tenders must be received by 12:00 P.M. on 12/7/2012

Note: kindly mention the tender no. (SEHA-G/RFP/18/2012) in the subject of your email.


2/103

Table of Contents

1. Background ................................................................................................................................................ 5

2. SEHA, Vision, Mission, Values: ................................................................................................................... 5

3. Purpose ...................................................................................................................................................... 6

4. Definitions ................................................................................................................................................. 7

5. Eligible Bidders .......................................................................................................................................... 7

6. Scope of Services ....................................................................................................................................... 8

6.1 Platform, IT Services & Technologies Required ................................................................................. 8

6.2 Scope of Implementation Services .................................................................................................. 12

6.3 Network Design requirements ........................................................................................................ 14

6.4 Integration & Interface requirements (to non-MSFT systems) ....................................................... 14

7. Vendor Evaluation Criteria ...................................................................................................................... 14

a. Vendor Capabilities.............................................................................................................................. 14

b. Vendor Criteria .................................................................................................................................... 15

8. Requirements .......................................................................................................................................... 16

9. Project Approach, Design & Delivery Methodology & Milestones ......................................................... 17

a. Program and Change Management .................................................................................................... 17

i. Project Management Methodology ................................................................................................ 17

ii. Business transition and change management................................................................................. 18

iii. Program Milestones ........................................................................................................................ 18

iv. Program Planning Requirements..................................................................................................... 20

v. Program Documentation Acceptance Criteria ................................................................................ 21

b. Planning & Design Phase ..................................................................................................................... 21

i. Requirements Management............................................................................................................ 21

ii. Business Analysis ............................................................................................................................. 21

iii. Sizing, Growth and Capacity Planning ............................................................................................. 22

c. Build & Testing Phase Requirements .................................................................................................. 23

i. Build Staging Environment .............................................................................................................. 24

ii. Component and End-to-End (systems integration) testing ............................................................. 24

iii. Operational Readiness Testing & Launch Services .......................................................................... 25

d. Deployment Phase Requirements ....................................................................................................... 25

e. Stabilization Phase Requirements ....................................................................................................... 27

f. Additional Delivery Considerations ..................................................................................................... 28i. Data Migration & Cutover: Design, Planning & Requirements Management................................. 28


3/103

iii. Training and Knowledge Transfer .................................................................................................... 29

iv. Security Requirements & Penetration Testing ................................................................................ 29

v. Branding Requirements ................................................................................................................... 29

10. Vendor Warranties, Support and Maintenance .................................................................................. 29

11. Schedule of Event ................................................................................................................................ 29

12. Evaluation Criteria and Process ........................................................................................................... 30

13. RFP Follow-up Communications .......................................................................................................... 31

14. Correspondence .................................................................................................................................. 31

15. Pre Bid Conference (If applicable) ...................................................................................................... 31

16. Letter of Intent to Bid .......................................................................................................................... 31

17. Closing Date/Time ............................................................................................................................... 32

18. Proposal Preparation Costs ................................................................................................................. 32

19. Proposal Preparation and Submission................................................................................................. 32

20. Delivery of Proposals ........................................................................................................................... 33

21. Late Proposals...................................................................................................................................... 3322. Irrevocability of Proposal..................................................................................................................... 34

23. Validity of Proposal .............................................................................................................................. 34

24. Currency and Taxes ............................................................................................................................. 34

25. Presentation of Offers ......................................................................................................................... 34

SEHA may, at its own discretion, invite the top three short-listed Vendors to present their proposals to a

SEHA panel. The purpose of the presentation is to clarify any ambiguities in the proposal and help SEHA

evaluation team in the selection process. ....................................................................................................... 34

26. Award .................................................................................................................................................. 34

27. SEHAS Right and Options.................................................................................................................... 34

28. Terms and Conditions .......................................................................................................................... 35

29. General Terms and Conditions ............................................................................................................ 3530. Appendices .......................................................................................................................................... 40

Requirements Matrix ....................................................................................................................................... 40

1. 1 Project & Program Management ............................................................................................ 41

1.2 Vendor Capabilities .................................................................................................................. 42

1. 3 Design & Development ............................................................................................................ 43

1. 4 Delivery requirements specific to Microsoft Technologies ..................................................... 44

1. 5 Data Centre: Shared Services Infrastructure deployment ...................................................... 50

1. 6 Disaster Recovery .................................................................................................................... 581. 7 Security Requirements ............................................................................................................ 59

1. 8 SEHA IT Operations ................................................................................................................. 71

1. 9 Network Infrastructure Management ..................................................................................... 79

1. 10 End User Knowledge Management & Enterprise Search services .......................................... 80

1. 11 Data Migration ......................................................................................................................... 83

Attachment 2: SEHA IT Services Heat Map & IT Services Matrix .................................................................... 85

1. SEHA Group capabilities ...................................................................................................................... 86

1.1 AD Forests & Domains for Cerner & Dynamics ............................................................................... 86

1 2 WAN Network details 86


4/103

2. SEHA Headquarters ............................................................................................................................. 88

3. AHS ...................................................................................................................................................... 88

4. SKMC .................................................................................................................................................... 90

5. Corniche ............................................................................................................................................... 91

6. Al-Rahba Hospital ................................................................................................................................ 92

7. Tawam Hospital ................................................................................................................................... 93

8. Al-Ain Hospital ..................................................................................................................................... 94

9. Al-Mafraq Hospital .............................................................................................................................. 95

10. Al-Gharbia Hospitals ........................................................................................................................ 96

Attachment3: Data Center Hardware Bill of Quantities (BoQ) ....................................................................... 97


5/103

1.BackgroundThe Abu Dhabi Health Services Company PJSC, whose marketing identity is SEHA, was launched on 29th

November 2007 under Emiri Decree #10 issued April 2007. SEHA is a registered independent Public JointStock Company (PJSC) whose stock is currently 100% owned by the Government of Abu Dhabi. While

the full name of the company is Abu Dhabi Health Services Company, the marketing name is SEHA. The

word SEHA represents an English phonetic spelling and translation of the Arabic word for Health.

SEHA was created to manage and develop the curative activities of the public hospitals and clinics of

Emirates of Abu Dhabi and help shift their operating stance from one supported entirely by the

government to one financed more like that of the private sector where employers and insurance pay for

healthcare. While still a work in progress, the company has been quite successful migrating its

operating model to the point where we are approaching fiscal independence. While audited financial

results are disclosed only to the government, SEHA management has moved from a disjointed collection

of former, MOH, HAAD and municipality sponsored hospitals and clinics with no common policies, nostandard accounting practices, no operational commonality and few standards of care, to an integrated

health system that is one of the largest in the Middle East and the only one with a fully integrated

Healthcare Information System that produces an electronic medical record on every one of the 5 million

patient visits handled each year.

SEHA operates 12 hospitals with 2,644 beds, 62 Primary and Ambulatory Health Clinics and 2 blood

banks. It employs about 17,000 physicians, nurses, technicians, allied health and administrative

personnel. SEHA is working to earn the trust of the public and be their healthcare partner for life. We

are partnered with healthcare leaders internationally recognized for their outstanding performance in

their markets. Our partners include Johns Hopkins Medicine, Cleveland Clinic, Fresenius Medical Care,

VAMED, and Medical University of Vienna.

SEHA communicates to the public both externally and internally through a number of vehicles including

required report filings to the government, an annual report to the public, various public documents that

reflect our position on certain matters of policy and position in relation to our mission, vision and values,

speeches and scripting of responses on matters of policy for senior managers, our web site information,

social media information and corporate communications of various types contributed to hospital

newsletters, conference.

2.SEHA, Vision, Mission, Values:Vision: To provide our patients and communities with world-class healthcare.Mission: To continuously improve patient care to recognized international standards.

Values:

SEHA is an ethicalorganization. Accountable Equitable Efficient Responsible Transparent

SEHA is apatientcenteredorganization. Quality outcomes Comprehensive care


6/103

Culturally sensitive Respectful Reliable Accessible Affordable

SEHA is an innovative organization. Research and education Partnerships and alliances Collaborative teamwork Empowered and satisfied staff

3.PurposeSEHA is seeking proposals from qualified vendors to provide Systems Integrator and Implementation

services for its intended Shared Services Infrastructure, an initiative designed to consolidate multiple

discrete IT domains into a single managed IT environment. Its technology focus is exclusively Microsoft

technologies operated by SEHA entities and extends beyond the installation and deployment of

technology to include the operational readiness of SEHA to use the new platform.

The Abu Dhabi Health Services Company (SEHA) intends to rationalize its IT infrastructure, a process

which is serviced in part by this RFP. The successful vendor will take responsibility for all aspects of the

platform development, test and deployment and also the migration and cutover of SEHAs end users

from legacy environments to the Shared Services Platform. Additionally, the vendor will take

responsibility for assuring the ability of SEHA to operate and maintain the platform and for SEHA usersto use the services effectively with minimum disruption during the migration and cutover process.

Currently the SEHA organization operates discrete and separate IT management domains and

infrastructures across all of its business entities. Each of SEHAs business entities effectively has its own

IT department which provides IT services to its own users. These IT departments operate in isolation

from each other and provide overlapping sets of services.

The intent of SEHAs rationalization initiatives is to achieve cost, efficiency and end user experience

benefits through the consolidation and centralization of key IT servicesas defined in this RFP

documentinto a single managed environment, whereby the following become true:

Significant reduction in the operational, support and maintenance costs associated with providingand maintaining IT services to SEHA end users

Measureable efficiency gains related to providing end user service from a ubiquitous SEHA-wideservice catalogue

Consolidation strategy intended to leverage maximum benefit from existing SEHA investments inMicrosoft technologies

Measureable end user productivity gains through a single IT environment providing communicationand collaboration tools and knowledge management capabilities based on Microsoft assets

Consistent availability of a single managed IT feature set to SEHA end users providing security,identity management, anti-virus, spam detection and other Enterprise features as described in thisdocument


7/103

A key component of this initiative is to build a foundation IT Shared Services Infrastructure which

reaches from the central data center into all the SEHA business entities and their users, and then to

build and provide end user services on that platform. To that end, a current project is underway to

procure and deploy hardware for single consolidated data center architecture: supply of data center

server hardware, therefore, is outside the scope of this RFP.

4.DefinitionsThe following words and expressions shall have the meanings hereby ascribed to them except where

the context otherwise requires:

RFP Means this Request for Proposal and all integrated parts of it

including annexure, schedules, and attachments.

SEHA Means Abu Dhabi Health Services Company (SEHA) of P.O. Box

109090-Abu Dhabi, established pursuant to the Amiri Decree

no. 10 of year 2007.

Bidder(s) means any person or persons, firm, partnership, corporation

or combination engaged in this RFP

Site Representative

Site location

Means the person or persons appointed by SEHA to

coordinate in this RFP, and supervise as well as follow the

performance of the awarded bidder.

Das Tower, khalidiya street, next to women and children

garden from the 9th to the 16th floor, total of 8 floors

5.Eligible BiddersResponsive bidders must:

The bidder must submit the necessary documents in the proposal. Failure to submit the necessarydocuments will lead to disqualification of the offer.

Recognized enterprise in provision of network equipment maintenance services with successstories in past

Demonstrate recognized experience and good international reputation in provision of systemsintegrator services globally. To include demonstrable evidence of delivery excellence, of the ability

to design world-class end-to-end multi-component systems solutions, and of the ability to explicitly

deliver solutions benefits in TCO, process efficiency and optimum User experience.

Demonstrate a track record of successful large-scale delivery of complex programs of workspecifically in Healthcare IT environments.

Be able to mobilize assigned staff to work on site in the UAE for the duration of the contract.


8/103

Be able to legally operate in the UAE. Have office in UAE.

6.Scope of Services6.1Platform, IT Services & Technologies RequiredSEHA Shared Services Platform needs to enable agility and efficiency by allowing hospitals to take

advantage of the benefits of an automated and optimized virtualized datacenter.

The Shared Services Platform refers to a style of computing where scalable and elastic IT-enabled

capabilities are delivered as a utility-like service to internal and external customers.

SEHA Shared Services Platform needs to share the core attributes of contemporary cloud computing:

Scalable

Elastic Multi-tenant Metered by use Self-service

The SEHA Shared Services Platform should enhance or renew IT operational processes and make IT more

agile and efficient. For example, instead of waiting weeks/months to get new hardware for a new business

unit IT application, in the SEHAs new environment the bus iness unit should request and self-provision new

resource via a self-service mechanism and the IT department should be able to immediately service the

business requirement. This will be possible because the IT staff will manage a single shared services

environment as deployed in response to this RFP, leveraging a set of pooled resources (see Figure 1 below).

Figure 1: SEHA Shared Services Infrastructure

With SEHA Shared Services Platform, IT Operations resources are to be managed as a single pool ofresources, able to supply the needs of the business and Business Entities as necessary, similar to how we

use electricity as a resource; always available instantly on and with as much capacity as needed like any


9/103

The SEHA Shared Services Platform will deliver application services, not just virtual machines. The

successful delivery of these applications is within the scope of this RFP. Additionally, the assured and

demonstrable ability of SEHA to operate these services is within the scope of this RFP and a responsibility

of the selected Vendor.

SEHA operates a number of Microsoft technologies across its Business Entities, and is seeking to extractoptimum value from its Enterprise Agreement through their consolidation into a single shared services

environment.

The use of Microsoft technologies will centralize and enable multiple IT services for SEHA and its Business

Entities. This list of IT services includes (but is not limited to):


10/103

SEHA-G/RFP/18/2012 Page 10 of103

E-mail Enterprise-wide E-mail

services using Exchange and

Outlook clients

SharePoint

Services

Collaboration and

document management

services for local,

Enterprise-wide and special

interest groups

Instant

Messaging

Enterprise-wide IM services

using Lync

IP

Management(DHCP service)

Enterprise-wide IP

management services forMicrosoft Technology

components

Digital Rights

Management

File and service access using

Active Directory DRM

DNS DNS services for the Shared

Services platform

Distributed File

Sharing Services

Enterprise-wide file sharing

capabilities

Network

Access

Protection &

Compliance

Services

Platform and Client network

access control for Platform

and Client hardware and

applications

Identity

Management &Authentication

Enterprise-wide user access

rights and permissionsmanaged on Forefront

Identity Manager, Active

Directory and related

components

Public Key

Infrastructure

Set-up, configuration and

management capability ofPKI elements of Platform

security in relevant

Microsoft components

File Sharing &

Print Services

Platform-based file sharing

and print services for the

Enterprise

Desktop

Services

Centralized desktop services

covering provision of

applications and services,

updates, etc.

Desktop

Management

Centralized IT Operational

management of End User

client hardware

Systems

Management


management of Platform

systems componentsSoftware

Deployment

Centralized management of

application updates and other

software deployment

Operations

Management &

Monitoring

Services


monitoring, dashboards,

alarm handling, diagnostics

and other related

capabilities

Enterprise

Voice Services

Enabling of Voice services on

Lync and related components,

including Enterprise-wide

voice mail services and

integration with SEHAs IP

Voice capabilities

Database

Service

Provision and management

of Platform Virtual

Machines and related

database services

Intranet &

Extranet

Collaboration &

Portals


maintenance of collaboration

environments and their

supporting templates and

workflows, based on

SharePoint and related

components

End User

Computing

Services


maintenance of User-

accessible services including

feature enablement,

application installation,

service enablement, and so

on


11/103


Shared Services

Infrastructure

Management capabilities for

the Shared Services platform

and related components

Self Service

Portals

Enterprise-wide User portals

for an agreed range of user-

driven service capabilities

(e.g. password reset)

Disaster

Recovery and

Backup/Restore

Shared Services Platform

capabilities for backup and

restoration of Platform-

hosted data. Additional set-up, configuration and

maintenance of SEHAs

Disaster Recovery capability

for the Shared Services

platform

Table 1: Scope of SEHA Shared Services

It is intended that the Shared Services Platform will provide a centralized library of services,

applications, features, profiles and templates from which SEHA Business Entities can select a tailored

portfolio aligned to their specific needs. While no individual entity is expected to operate all Platform-

hosted services and features, any Entity should be able to access any service or feature enabled on the

platform.With the view to improving its operational efficiency SEHA expect the vendor to propose an end-to-end

value proposition to SEHA that will not only minimize the overall operational costs for SEHA but will also

provide designed, predictable and guaranteed IT Operations service levels to ensure that the returns on

IT investments are maximized. The vendor response should provide an outline on the overall approach,

scope of work, service levels, fees and agreement to the associated terms and conditions. The

associated Microsoft technologies within the scope of this RFP are as follows:

Technology / System Related IT Service(s)

Windows 2008 R2 Active Directory with

DNS, Active Directory Federation Services,

Forefront Identity Manager

Identity and Authentication Services Internal DNS

Server/Client HardeningExchange 2010 with Forefront Protection

for Exchange

Email Services Email antimalware and antispam

Forefront TMG with Web Protection

Service

Web Browsing Service Also publishing client access to Internet for:

Email Instant Messaging; Digital Rights Management

Windows 2008 R2 File and Print Services Distributed File Sharing Services Print Services

Lync 2010 Instant Messaging and Rich Presence Service Enterprise Voice Service (including Voicemail)

Windows 2008 R2 DHCP DHCP ServiceActive Directory RMS Digital Rights Management ServiceWindows 2008 R2 Network Access

Protection

Network Access Protection & Compliance Services

Forefront Endpoint Protection Antimalware Service


12/103


Table 3: Technologies and related Services

6.2Scope of Implementation ServicesThe scope of this RFP covers the installation and launch of the SEHA Shared Services Infrastructure and

the IT Services & Technologies detailed in the previous section. SEHA is seeking proposals from qualified

system integrators for the delivery and commissioning of the entire Shared Services Platform at one of

its Central Data Centers.However, it is necessarily not limited to the installation of platform or client-side hardware and

software: it must also address the ability of SEHAs IT Operations personnel and End Users to

successfully use the delivered solution in such a way that the target benefits of the platform are

realized, and the End User experience is quantifiably better than was the case previously.

Therefore, the Shared Services platform must deliver quantifiable benefits to IT Operations and end

users as follows:

Enhanced performance of core IT Operational functions, such as service provision, featureenablement, update and upgrade processes, end-to-end reporting, dashboards and other

business intelligence functions

The ability to provide a deploy once, use anywhere approach wherever feasible, such thatBusiness Entities can choose to deploy templates, configurations, profiles and so on from astandardized superset available on the platform to all Business Entities

Agreed and validated deployment designs for all server and infrastructure hardware for theShared Services Platform and for SEHA sites (e.g. local routers, servers, load balancers, domain

controllers and other equipment necessary to operate the Shared Services infrastructure within

each Business Entity domain

No impediment to individual Business Entity operational and strategic IT operations resultingfrom the convergence of Business Entity IT services on to one single management domain

Forefront OPE Windows 2008 R2 Certificate Services Public Key Infrastructure (PKI)System Centre Configuration Manager

2012

Desktop Services Software Services Systems Management

System Centre Operations Manager 2012 Operations Management and Monitoring Service

System Centre Service Manager 2012 Service ManagementSystem Centre Orchestrator 2012 Implementation of IT processesSQL Server 2008 R2 Database ServiceSharePoint Server 2010 Intranet and Extranet Collaboration and PortalsData Protection Manager 2012 Disaster recovery

Backup SolutionsShared Services Infrastructure

(Windows Server 2008 R2 Hyper-V with

System Centre Virtual Machine ManagerSystem Centre Service Manager

System Centre Orchestrator)

Computing Service (Central) Computing Service (Hospitals)


13/103


The introduction of agreed Service Level Agreements (SLAs) resulting from the vendorsrequirements management process with SEHA stakeholders for agreed and validated service

provision and IT process lead times, along with demonstrable evidence of the platforms ability

to support such lead times during design and testing activities.

The demonstrable ability of the designed solution to service all the discrete Business Entities ITrequirements, both in terms of day-to-day IT operations and in terms of each Entitys ongoing

schedule of service configuration, enabling of new templates and profiles, updates, upgrades,

new feature introduction and/or enablement, without incurring implementation delays throughqueuing of development, test or implementation activities by other Entities activities

An enhanced and improved SEHA IT Operations Model reviewed and implemented by thevendor in response to SEHA requirements, and which leverages the full value of the Shared

Services infrastructure from an IT Operations perspective

The ability of SEHA IT Operations and End Users to operate/use the Shared Services platformefficiently and with minimum ramp-up post-Launch and/or Cutover

The selected vendor is expected to deliver the following services:

A. Commissioning of Data Centre HardwareHardware is already procured by SEHA via a separate initiative. Therefore, hardware supply and delivery

is not in the scope of this RFP. Rack cabinet, power socket, ventilation and network access points will be

provided. Hardware will be available commissioned and connected, but without Server OS installed. The

vendor is expected to set up and configure all hardware at the specified Data Centre, including base

builds of Server OS and all Server applications and services (refer to hardware bill of quantities in

Attachment 5 of this document).

B. Hardware ConfigurationThe vendor is required to perform any hardware component configurations required for the operations

of all servers and other hardware components agreed to be in scope of this RFP.

C. Software InstallationThe vendor is required to install the servers OS in collaboration with SEHA IT personnel; the vendor is

also required to install management software and drivers that are required for operating and

maintaining the servers. The vendor is required to install application and other software within the

Shared Services Infrastructure as agreed to be within the scope of this RFP.

D. Hardware TestingThe vendor is expected to provide details of all the test activities that are to be performed to assure the

quality of the server, network and other infrastructure component installation and configuration. Those

details include a test/diagnostics plan (recommended by the manufacturer) and conducting the

activities of the plan in the presence of a SEHA IT personnel and reporting the results of those activities.The Vendor should ensure an end-to-end approach in supporting SEHA regarding function of existing

hardware dependencies outside of the direct scope of this RFP.

E. Software LicensesSEHA intend to manage Microsoft software licenses through their existing EA agreement with Microsoft.

For all other licensed items supplied as part of an agreed project scope, the vendor is required to

provide original software/ firmware CDs in addition to software keys and ownership documents.


14/103


F. Implementation & DeploymentThe vendor is required to perform all implementation and deployment of the shared services

infrastructure, its platform, software systems and related systems integration covering all IT services and

technologies under the scope of this RFP. The vendor is also required to perform migration and cutover

of SEHA users from existing Business Entity environments to the new Shared Services environment.

G. Solution Support ServicesThe vendor is required to provide on-call basis standard support for the solution, its integration and

supporting configuration and documentation, and any solution components not already covered by

Support from SEHA IT Operations, Microsoft and/or any other relevant Vendors and Suppliers.

H. Operational Readiness & TrainingThe Vendor will construct, validate and agree a plan of activities concerning the launch of the solution at

logical points of delivery of functionality, services and/or cutover/migration activity. The vendor is

required to provide System Administration and Operations Training.

6.3Network Design requirementsThe Vendor is expected to validate the dimensioning of SEHA network requirements to assure the

efficient and satisfactory performance of platform-hosted applications and IT Services by connected end

users anywhere in the SEHA Business Entity domains.

The Vendor must ensure that Business-Entity specific network hardware (e.g. local hubs, routers,

domain controllers and so on) is dimensioned correctly to ensure efficient operation of platform-hosted

IT Services in each Business Entity.

6.4Integration & Interface requirements (to non-MSFT systems)The Shared Services platform needs to maintain and update interfaces between non-Microsoft systems

and the existing Microsoft installations within each Business Entity. The Vendor is expected to validate

the existing systems interfaces with SEHA and produce a proposal for consolidating systems interfaces

where feasible, and otherwise to maintain the existing Business Entity interfaces on the Microsoft

systems on the new platform.

Systems interface definition and realization must be accommodated within the timelines and agreed

scope of the project, and is expected to be driven by the Vendor as a planned activity up to and

including full systems integration testing. Vendors are expected to work with SEHA to ensure that any

necessary development or re-configuration work on the non-Microsoft side of each interface is tracked

and managed within the project management process as project dependencies.

7.Vendor Evaluation Criteriaa. Vendor CapabilitiesThe intent of this RFP is to identify a suitable vendor to SEHA who will be able to provide the following:

Implementation of a consolidated Shared Services Infrastructure combining the 9 IT domains withinSEHA in to one logical and centrally managed IT environment and Implementation of defined key IT


15/103


services into the SEHA centralized IT environment, without adversely impacting the on-going

operation of business critical healthcare applications and business functions

Software systems and solutions drawn from the Microsoft portfolio of products that optimizesSEHAs existing investment in Microsoft technologies

Low-level component and end-to-end integration designs in alignment with a high-level solutiondesign and architecture to be provided by Microsoft.

Definition and implementation of suitable process designs, functional decompositions, informationflows and data models to support systems development and/or configuration, per-system interfacedesign, and end-to-end integration

Capacity and Dimensioning planning and rules to size hardware, processing, storage and networkconnectivity and provide SEHA with both initial validation of current capacities to support launch of

the shared services platform, and capacity management processes to support on-going

management and growth

Recommendations regarding future hardware, accommodation and network growth suitable tosupport SEHAs budget assignment and purchasing processes

Optimization of SEHAs operational model with respect to the efficiency of IT Operations, and thechanges inor addition ofskills and role definitions prompted by the Shared Services

Infrastructure environment (according to the Vendors experience)

Management of SEHA requirements capture, validation, version control and traceability through thelife cycle of the program Implementation of network management solutions consistent with SEHAs data center consolidation

requirement

End-to-end systems integration design, test and implementation End-to-end and component testing, systems integration testing and user acceptance testing services Definition and implementation of a business change management strategy and plan to assure

operational readiness and end user readiness to use the centralized SEHA IT service portfolio

Program and Project Management services governing the creation of the Shared Services Platform,its service management and IT operations, and the cutover of SEHA business entities to that

environment as well as all requirements management, design, development, testing and business

change management activities related to the Program Definition and implementation of a Migration strategy and plan to cut over existing Business Entities

to the new centralized environment (including systems, applications and data)

A Benefits Realization strategy that clearly demonstrates actual achievement of target benefits,including the retirement of legacy systems and cessation of related current support and

maintenance costs

Definition and implementation of a business and operational intelligence and reporting solutionusing Microsoft assets, to provide a full suite of reports, dashboards, KPIs and other data feeds to

service SEHAs operational and business management requirements

Training and user familiarization services focused on maximum and early take-up of new centralizedservices and their enhanced potential by end users

b. Vendor CriteriaVendors will be selected based in part on the following criteria:

Demonstrated experience of delivering similar centralized end-to-end systems architectures andservices provided for similar industries or environments, at similar or greater deployment scale

Demonstrated evidence of delivering complete and whole solutions, beyond the delivery oftechnology capabilities alone: this should include a demonstrated ability to create business-


16/103


centric solutions that liberate the full value of technology, including either optimization of, or

alignment to,

o business and operational processes,o procedures/work instructions;o operational models;o solution-wide data models;o SLA management;o Business and operational measures and KPIs;o Knowledge Management assets including documentation for technology and software

configurations, policy definitions, guidelines, support processes, exception handling

processes, diagnostic processes, and so on

Vendor should confirm they have at least Gold partnership status with Microsoft, and mustotherwise demonstrate a thorough understanding of Microsoft technologies within the scope of

this document, their deployment and implementation, and their live operation by End Users,

administration/management functions and IT operations

Vendors must submit the resumes of the people who will be assigned to the contract. See moredetails in requirements section.

Vendors must assure SEHA that key project roles and functions will be delivered by on-sitepersonnel working in SEHA premises for the duration of the project

Vendor must have successfully implemented similar solutions globally in large healthcareorganizations. Please provide references.

See details in section 11 on the evaluation scoring criteria.

8.RequirementsSEHAs requirements for compliance against this RFP document are laid out in Attachment 3

Requirements Matrix.

The requirements are laid out in sympathy with the main sections of this document, and cover the

following areas: Delivery-related attributes of the Vendor and their project management processes and

approaches

Design & development considerations Build and Deploy factors for the central Shared Services Platform Disaster Recovery requirements A specific section covering Security requirements, which SEHA encourages Vendors to treat as

an end-to-end systemic and solution-wide design consideration

IT Operational requirements Integration of the Shared Services Platform with other systems Requirements relating to network connectivity Testing and Stabilization of the new platform Migration of system configuration, server and end user data to the new platform, as well as end

user service

The following sections of this document describe SEHAs expectations of a vendor and seek to establish

the qualitative elements of a successful delivery, and a preceding successful bid. While compliance

statements are contained in Attachment 3 of this document, vendors are encouraged to understand

that selection of the successful vendor will also take in to account alignment with (or improvement

upon) with the overall content of this document.


17/103


9.Project Approach, Design & Delivery Methodology & MilestonesThe Vendor will detail its proven approach and delivery methodology to delivering infrastructure and

services of this type, with examples. The Vendor will be responsible for project, program and change

management of deliveries arising from this RFP, and will be selected in part on the basis of quality of

their delivery proposals.

a.Program and Change Managementi.Project Management Methodology

Vendors are required to follow SEHAs Project Management Framework which is largely based on

PMBOK methodology. SEHA will provide the successful Vendor with the required project management

templates and expected deliverables in due time. However, for the purpose of this proposal, Vendors

are requested to submit their own project plan with timelines detailing the project activities in the

following stages:

InitiationPlanningExecutionMonitor & ControlClosure

The Vendor is expected to engage with SEHA in order to validate and agree a fit-for-purpose delivery

approach and project structure. The information in this section is provided based on current SEHA

findings: evidence of excellence in program governance and project management capability on the part

of the Vendor will be used as part of the selection process.

The program shall be delivered in the following phases:

Planning & Design Phase Includes planning and design activities, sufficient to ensure that afit-for-purpose, right-first-time Solution delivery is achieved. The definition of fit for

purpose is required to be validated against initial SEHA requirements, and also against the

researched and validated requirements of SEHA stakeholders during the initial planning and

design stages of the project.

Build & Testing Phase Includes building the server infrastructure, the centralizedapplication environment and services, and operational readiness of SEHA IT Operations and

End Users to use and operation the central environment

Deploy Phase Includes deploying the solution to production status and launching thereof.Also includes deployment to the related business entities, including the migration of end

users to IT services on the Shared Services platform and all testing activities associated withsuccessful deployment of the services. Also includes covering user familiarization and

training of which the planning will have been completed in the Planning phase.

Stabilize Phase Includes stabilizing the solution and resolving deployment related issues,and handing over solution to operations team. This includes operational readiness activities

to run and manage the environment across the Business Entities.


18/103


ii. Business transition and change managementIn SEHAs view, a successfully delivered solution does not stop with the software and hardware

technology. It must also necessarily include the ability of users and user groups to use the new solution

effectively, thereby enabling maximum productivity post launch and the earliest possible realization of

the agreed business and operational benefits the solution is designed to deliver.

To this end, SEHA requires the inclusion of a separate work stream within the project plan dedicated tothe task of stakeholder engagement and measureable adoption. This work stream must be staffed by

experts in the fields of business transformation and change management, and they will realize their own

specific transformation objectives while supporting other project functions such as requirements

management, project and program management, project/program governance, stakeholder

management and buy-in, internal and external user engagement, test and trial activity, user acceptance,

business intelligence and reporting, and so on. Specific transformation and business change

management deliverables should also include:

Planned and measureable schedules and business cases driving platform adoption Definition of success and acceptance criteria with SEHA IT and user stakeholder groups Benefits Realization plan Familiarization, knowledge management and user engagement activities (in addition to standard

training)

Stakeholder management activities in support of the Program Manager Change management of SEHA and supplier/partner KPIs, reporting, balanced scorecards and

other management decision support activities, that are impacted or benefited by the project

Project-specific activities designed to assure the successful engagement with and approval ofstakeholders and user groups at each stage of the projects schedule (e.g. by assuring timely

engagement and decision-making with users prior to base-lining a requirement, finalizing a

design or testing a developed system)

Support for evolution of SEHAs evolving operating model with respect to amending standardoperating processes and producing roles and responsibilities definitions that inform talent

acquisition suitable for operating the new shared services infrastructure.

iii. Program MilestonesWhile the final content and structure of the Program delivery and its supporting contractual obligations

must be agreed between SEHA and the selected Vendor, SEHA have the following expectations with

respect to program milestones:


19/103


Figure 2: Program Delivery Milestones

For the purposes of this section, the milestones shown above are taken to include at least the following

deliverables:

Project Initiation

Detailed scope and project planning Vision and detailed statement of scope Detailed project plan Stakeholder Analysis Definition of roles and responsibility Operational Model Review

Design

Functional and technical specifications High Level solution architecture Low Level Architecture design Process Analysis and design Operational Model Design Migration Strategy

Build

Development & build of the shared services foundational platform Development and build of production, development and test environments

o Development of the services componentso Documentation of configurations and build specificationso Platform integration


20/103


Testing and Stabilization

Performance Stabilization Functional Stabilization End-to-end Systems Integration Testing Migration Testing User Acceptance Testing Operational readiness and handover

Hospital/End User Migration

Execution of migration processes by agreed phase Testing and validation of migration data Testing and validation of performance Testing and validation of functionality Post Ready-For-Service stabilization activities

iv. Program Planning RequirementsThe Program Timeline is required to be 1 year or less. The following diagram documents an

approximate required program timeline based on current understanding, which will have to be validated

and agreed by the Vendor and SEHA stakeholders. Durations are estimates only.

Figure 3: Project Timeline Structure

The Vendor is responsible for the entire program but is required to involve Microsoft Consulting Services

for High-level Solution Design and Architecture. The Vendor is required to provide a complete plan for

the program both as part of the proposal and also as part of the program.

SEHA Microsoft Heat Map and specific Business Entity details have been provided in attachment 4 of this

document to help facilitate the planning of this program in relation to migration needs, delivery

timeframes and wan usage considerations. All of these and more are expected to be taken into account

by the vendor when planning for this program.

The must have program deliverables are as follows:

Project Schedule - The complete project schedule.(.mpp) Updated functional specification and overall solution architecture schematic. A document

defining all components included in the solution. Static & Dynamic Data/Information Models. A document defining all data items and their

use in relation to defined processes and workflows, to which all systems and systems integration

must align.

Process designs. A document describing solution support for SEHA operational and businessprocesses, to which data models can be mapped and from which process-related business

benefits can be targeted and measured.


21/103


v. Program Documentation Acceptance CriteriaAcceptance Criteria

1. Any document with less than 0 Major, 2 Minor, and 10 Cosmetic comments will beaccepted.

2. Major error in understanding or design which will prevent the solution from working.3. Minor an item or error which will not have a major impact and can be corrected in thefollowing design documents.4. Cosmetic incorrect spelling, grammar or formatting

Note: The following sections detail some of the key requirements from each phase of the program. This

of course is not a definitive list of activities and it is expected that the vendor demonstrate their

program and business level change management capabilities by adding and/or amending the phase

activities and steps based on their prior experiences.

b. Planning & Design Phasei. Requirements Management

SEHA require the Vendor to perform an effective requirements management process, using industry

best practice and including as a minimum:

Effective requirements gathering and elicitation from agreed SEHA stakeholder and user groups Requirements validation with agreed SEHA stakeholders, where the implications of a

requirement are studied in addition to the requirement itself. The Vendor bears responsibility

for ensuring that the requirements baseline properly represents a fit-for-purpose solution in line

with SEHAs needs and IT roadmap

Requirements traceability through all stages of requirements gathering, base-lining, issuing,update, design, development, and testing activities

Validation of existing operational process definitions, down to and including procedures andwork instructions

Update of existing operational processes as agreed with SEHA project steering committee, downto and including procedure and work instruction level.

ii.Business AnalysisThe Vendor will provide suitably qualified personnel to conduct business analysis activities to cover at

least the following:

Process analysis describing how the solution will service agreed SEHA business and operationalprocesses

Specific work to drive Benefits Realization work from a process metric perspective Data Modeling abstracting the useful flow of data across systems with reference to process

definitions

Functional decomposition activities to provide low-level input in to development and testactivities


22/103


Vendors should regard this as a minimum expectation: Vendor selection will take into account

demonstrated competence in proposed requirements management, design, plans and deliverables.

It is expected that the Vendor will detail the deliverables for this phase. The following deliverables are

expected at minimum:

Updated functional specification and overall solution architecture schematic. A documentdefining all components included in the solution, building on high-level systems design and

architecture documents supplied by Microsoft. Hyper-V based Shared Services Infrastructure Low-level Design document defining all Hyper-V

Shared Services Infrastructure components included in the solution and their definitions.

Windows 2008 R2 Active Directory Functional Specification Document defining all ActiveDirectory components included in the solution.

DHCP Cluster Low-Level Design Document defining the DHCP cluster included in the solution andits deployment.

Exchange 2010 Low-level Design document defining the Exchange 2010 solution. File & Print and DFS low-level Design document defining the File and Print and DFS solutions and

their deployment.

SQL 2008 low-level design document defining the SQL 2008 solution. Lync 2010 Design document defining the Lync 2010 solution. SCCM 2012 Design document defining the SCCM 2012 solution. SCOM 2012 Design document defining the SCOM 2012 solution. Application Virtualization Design document defining the Application Virtualization solution. FEP Design document defining the FEP solution. PKI Design document defining the PKI solution Forefront TMG Design document defining the Forefront TMG solution. RMS Design document defining the RMS solution. NAP Design document defining the NAP solution. Server Hardening document with the details of the server hardening. SEHA Integration Design document defining the SEHA Integration solution. SCSM 2012 Design document defining the SCSM 2012 solution. SCORCH 2012 Design document defining the SCORCH 2012 solution. FIM 2010 Design document defining the FIM 2010 solution. SharePoint Infrastructure Design Document defining the SharePoint 2010 Infrastructure.

Note: the deliverables listed above is not a definite list and it is expected that the Vendor add and/or

amend based on the requested services and their experience implementing similar solutions.

iii. Sizing, Growth and Capacity PlanningVendor is required to provide Capacity and Dimensioning planning and rules to size hardware,

processing, storage and network connectivity and provide SEHA with both initial validation of current

capacities to support launch of the shared services platform, and capacity management processes tosupport on-going management and growth.

Recommendations are also expected from the vendor regarding future hardware, accommodation and

network growth suitable to support SEHAs budget assignment and purchasing processes.


23/103


c.Build & Testing Phase RequirementsThe Vendor will undertake the Build & Testing phase of the project. The phase includes mainly of

building the server infrastructure and service elements in the central Data Center including the SEHA

staging platform.

The Vendor will be responsible for development and configuration activities related to the hardware and

software system components within the scope of this project.Vendors should regard this as a minimum expectation: Vendor selection will take in to account

demonstrated competence in proposed requirements management, development, testing approaches,

plans and deliverables.

These builds will be based on the designs from the Planning & Design phase. The Build phase includes

the following scope items (all performed in the central Data Center only):

Build SQL Server 2008 Cluster Build Shares Services Infrastructure platform with Windows 2008 R2 Hyper-V and System Centre

Virtual Machine Manager, System Centre Service Manager, SCOM and SCCM

Build Windows 2008 R2 Active Directory including DNS Build Windows 2008 R2 DHCP Build Windows 2008 R2 File Service Build Exchange Server 2010 SP1 Build Forefront Threat Management Gateway (TMG) reverse publishing array in DMZ Build Web browsing proxy based on Forefront Threat Management Gateway (TMG) Build Lync 2010 Build System Center Configuration Manager 2012 with OS Deployment Build System Center Operations Manager 2012 Build System Center Service Manager 2012 Build System Center Orchestrator 2012 Build Forefront Endpoint protection Build PKI based on Windows 2008 R2 Certificate Services Build DRM based on Windows 2008 R2 AD Rights Management Service Build Network Access Protection Servers Create 3 Windows Images Sequence up to 5 applications for App-V Deploy SCCM and Forefront Endpoint Protection agents to all managed systems All service development, customizations, scripts, interfaces, integration work required as part of

the solution to make the services ready for production and release.

The expected deliverables for this phase are as follows:


24/103


Service Deliverable

Name

Service Deliverable

Descriptions

Acceptance Criteria

Central Data Center

built

The infrastructure and

services are deployed

to the Central Data

Center.

Infrastructure & Services built per the Design

Documents.

SEHA Staging

PlatformThe SEHA staging

platform is built

Test of infrastructure build to a test SEHA

environment.

i.Build Staging EnvironmentThis environment will mimic the production environment in terms of services and functionality; however

will be on a smaller scale in terms of high availability, capacity and performance. This environment will

be used by the operations team for testing and managing changes to the production environment. The

table below shows which systems will be built in the test environment, as well as the server architecture

for each:

Test Environment System

Active Directory and DHCPSQL Server

PKI

RMS

NAP

Exchange

Lync

TMG

File/Print

SCCM and FEP

SCOM

One SEHA environment

Note that the entire test environment will be built on Hyper-V as virtual servers.

ii.Component and End-to-End (systems integration) testing

The Vendor will provide full Testing services for the solution, including at least the following:

Test Strategy, articulating approach and end-to-end assurance of the fitness for purpose of thesolution for SEHA approval

Test plans for system component testing and for end-to-end systems integration testing Test plans to support end user and data migration and cutover activity to the shared services

environment Testing deliverables including requirements traceability, test case management, test case

automation in line with industry best practice


25/103


iii. Operational Readiness Testing & Launch ServicesThe Vendor will construct, validate and agree a plan of activities concerning the launch of the solution at

logical points of delivery of functionality, services and/or cutover/migration activity. This should include

as a minimum:

Project-specific activities designed to assure the successful engagement with and approval ofstakeholders and user groups at each stage of the projects schedule (e.g. by assuring timely

engagement and decision-making with users prior to base-lining a requirement, finalizing adesign or testing a developed system)

full set of Operational Readiness Testing activities where the End User ability to use thedelivered solution is verified, and the performance of the solution is tested against actual

operational and business processes

Full set of Launch activities to bring the solution in to full production status Requisite agreed approvals and sign-offs from SEHA stakeholders in accordance with their

researched and validated requirements

Proven alignment and compliance with SEHA Operational processes (both those in place andscheduled enhancements to ITIL and MOF)

Defined handover to operations & maintenance activities to SEHA and their support &maintenance partners/suppliers, including checklists, QA reviews and other quality assuranceassets.

d. Deployment Phase RequirementsThe Vendor will undertake design, delivery and execution responsibility of the deploy phase. This shall

consist of two main areas of activities; data center deployment and SEHA Business Entity deployment.

Scope items for this phase are as follows:

Central Data Centre Deploy Scope:o

Migrate DNS, DHCP to new serverso Decommission Old Domain Controllerso Go AD Native and Deploy Fine Grained Password Policies as per SEHAs security

requirements

o Migrate Exchange Services (SMTP/Client Access/Public Folders)o Migrate all mailboxes (approx. 18,000)o Migrate File & Print to new serverso Deploy App-V applications via SCCMo Deploy NAP (reporting only)

SEHA Business Entity Deploy Scopeo Deployment of the Shared Services infrastructure to the SEHA Business Entities.o Migration and cutover of SEHA end users by Business Entity & organizational unit, and

per application/IT service type


26/103


It is important to understand that SEHA operates multiple hospitals and healthcare services, and as a

result cannot afford impact on daily healthcare operations. Therefore, Vendors will be selected in part

on their understanding of how to achieve volume cutover of end users to the shared services

infrastructure platform on a timely manner, without impacting essential healthcare activities. Previous

experience of this kind of activity in a healthcare environmentor a similar business-critical situation

should be demonstrated.

The anticipated SEHA end user cutover schedule should be managed across the following dimensions:

Geographic location (i.e. Business Entity) Per Business Entity organizational grouping (starting with local IT Operations, then by agreed

and validated groupings of Doctors, Nurses, Administration, HR, etc.)

Per Application type (e.g. Active Directory, Forefront, Exchange, SharePoint, etc.)The Vendor will construct, socialize, validate and agree a fit-for-purpose cutover schedule with SEHA

stakeholders per Business Entity in coordination with SEHA Headquarters.

Cutover and migration plans should be constructed per Business Entity, and managed and coordinated

at Group level.

SEHA require that:

The Shared Services platform is configured, functional and ready for service and networkconnectivity is in place

Limitations to avoid interruptions to healthcare operations, meaning use of agreed plannedmaintenance windows.

Alignment of all BEs discrete sets of IT Operational standards and processes to one agreed andvalidated set of standards and processes, as facilitated by the shared services platform

Full fallback/rollback capabilities to be designed in to the migration solution, and testedbeforehand

Stakeholder Go/No Go decision points should be present and managed in the vendors relevantBE cutover plans, and demonstrable evidence of successful data & user migration should be

presented for decision support at each point

A total duration for all Business Entity migration of six months The vendor is responsible for identifying and resolving any issues arising from cutover activities,

and providing timely notification and decision support to SEHA management.


27/103


Figure 4: End User Cutover Roll-out approach (Illustration only).

Actual numbers of Applications is greater. It assumes migration of End User client hardware to access

Legacy and Shared Services environments, followed by cutover by application. Vendor should provide an

optimum cutover strategy with respect to the approach, timelines and staggered/parallel migration

activities.

Some deliverables include:

Central Data Center deployed. The infrastructure is deployed to the Central Data center. Operational Guides - Develop operational guides for the solution which include

daily/weekly/monthly operational activities. This will include both the central as well as the

SEHA systems.

SEHA Deployment Guide document illustrating the procedures to deploy the infrastructureto the SEHA data centers.

e. Stabilization Phase RequirementsThe Vendor will manage the Stabilization activities for the Shared Services platform. It shall consist of

the following activities:

Stabilize and fine tune solution configurations to address any deployment related issues andgaps

Develop operational guides for the solution which include daily/weekly/monthly operationalactivities. This will include both the central as well as the SEHA systems.

Training workshops to SEHAs operations team covering the following (5 days total):


28/103


o Solution and technology overviewo Solution walkthrougho Operation guides walkthrougho Operational Readiness Assessment (in conjunction with business transformation

requirements)

o Operational handoverf. Additional Delivery Considerationsi.Data Migration & Cutover: Design, Planning & Requirements Management

The Vendor will be responsible for migration and cutover of end users and data from legacy systems to

the consolidated shared services environment. SEHA require suitably qualified personnel to conduct this

activity. SEHA require the use of proven data migration techniques and toolsets in support of this

requirement.

The Vendor must conduct a feasibility study of applications in each of the BE entities to assess their

suitability & preparedness for migration to Shared Services Infrastructure on SQL Server/VM. To include

costs of required adaptors and integration work.The following data is required to be migrated within the scope of this project:

Data Details

File share data The Vendor will develop the migration approach for the data

File share data on existing file cluster in central data center, will be migrated

to the new file cluster. Total data not to exceed 2TB.

File will be copied within the same domain using standard Microsoft copy

tools retaining all permissions and ACLs.

Mailbox data The Vendor will develop the migration approach for the mailbox moves

Approximately 18,000 Exchange mailboxes will be moved to the new

Exchange 2010 servers.Mailboxes will be moved inside the same organization using standard

Exchange 2010 move mailbox tools.

Active Directory data The Vendor will develop the migration approach for these roles

New domain controllers will be placed in the same domain; therefore data

will be automatically replicated to new servers.

FSMO roles will be transferred using built in AD tools.

DNS data DNS zones are AD integrated; therefore data will be automatically replicated

to new servers.

DHCP scopes for workstations will be updated with new DNS entries. Static

entries on servers will be updated manually.

DHCP Scopes The Vendor will develop the migration approach for the DHCP scopes

Existing DHCP scopes in central data center will be transferred to the new

DHCP cluster using NETSH export/import tool.


29/103


ii. Stress testingStress testing will be required on all systems. User profiles and load will be communicated to the

selected Vendor in due time. The Vendor will be responsible for remediating any technical issues that

may arise as a result of the testing.

iii. Training and Knowledge TransferInformal knowledge transfer will be provided throughout the project. Informal knowledge transfer is

defined as Customers staff working alongside Microsoft staff.

In addition, the Vendor will deliver a training workshop for SEHAs operations team which will cover an

entire solution walkthrough. Finally, the Vendor shall deliver initial operations guides to cover typical

daily/weekly/monthly operations activities for the solution.

iv. Security Requirements & Penetration TestingVendors must adhere to ISO 27001 security standards. Security hardening must be applied by the

Vendor on all servers/Databases as per SEHA standards.

Internal and external security-related penetration testing must be completed as per SEHA guidelines.

Vendors should demonstrate their expertise and experience in this area as part of this response.Vendors are required to review and validate such requirements with SEHA.

v.Branding RequirementsAll user-facing tools, reports, views should follow SEHA branding guidelines. Information will be made

available to the selected Vendors in due course.

10.Vendor Warranties, Support and MaintenanceVendors should attach proposed detailed proposals for Solution and Service-related warranties, support

& maintenance proposals and performance-related service level agreements (SLAs) offered inconjunction with the RFP response, the delivery and implementation services proposed within it, and

ongoing support and maintenance services for the delivered solution and in line with validated SEHA

requirements.

11.Schedule of EventEvent Time Date

Issue RFP

Submit intent to bid by (to guarantee receipt of additionalinstructions if needed)

3:00 PM

Last day to receive written comments or to request RFP

documents12:00 PM

Last day to send additional instructions from SEHA 3:00 PM


30/103


12.Evaluation Criteria and ProcessSEHA will conduct a fair, impartial, and comprehensive evaluation of all complete proposals in

accordance with the criteria set forth below. Proposal evaluation will be conducted by a SEHA appointedteam based on the requirements stated in this RFP. Award will be made to the bidder with the highest

scores.

The criteria/factors for evaluating each proposal, including the overall weighted average score of each,

are:

CRITERIA SCORE

Solution

Fit Basic Requirements YES/NO

Solution

Quality of Proposal / Alignment to Business Needs and Innovation 5%

Future Requirements Fit /Scalability / Fit for Purpose; Flexibility of making

changes / deploying more features5%

Optimization Plan for SEHA Operations 5%

Migration & Cutover solution proposal 13%

Vendor Capabilities

Experience in implementing same solutions (References) 14%

Caliber and Experience of the Personnel 10%

Experience in the UAE and local support and presence 5%

Delivery Approach, Methodology, Project Plan including Timeline, Milestones

and Deliverables8%

Experience in training / skills transfer & business transformation & change

management5%

Cost Proposal 30%

Total 100%

The cut off Point is 45 % out of 70 %.

Closing date 12:00 PM


31/103


13.RFP Follow-up CommunicationsAmendments, changes, and clarifications to the RFP will be disseminated electronically to bidders who

indicate their intent to bid. SEHA will not be responsible for any outcomes resulting from verbal

communications regarding the RFP.

Comments or questions regarding the content or requirements in this RFP must be submitted

electronically in writing to the Department(s) specified on the cover page of the RFP and by any

deadlines specified in the schedule of events. All questions must reference the exact RFP page or

Requirements SRN and the Tender Number and Tender name must be listed in the subject line of the

email.

SEHA will disseminate responses to submitted questions to all responsive bidders electronically and

reserves the right to determine at its sole discretion, the appropriate and adequate response to all

comments.

Information obtained from any other source and/or verbal communication should not be relied upon for

the purpose of preparation, evaluation and/or submission of this tender.

Enquiries and responses will be recorded and may be distributed to all bidders at SEHA discretion.

14.CorrespondenceAll correspondences between SEHA and prospective Bidders must be channeled through the SEHA

Procurement Department. SEHA will only acknowledge written correspondence.

By submitting a proposal the Bidder agrees to the terms and conditions of this RFP, including thefollowing General contract terms and conditions. Consultants who have obtained the RFP electronically

must not alter any portion of the document; to do so will invalidate the proposal. Conditional offers or

offers containing bidders conditions in conflict with RFPs terms and conditions will not be considered.

15.Pre Bid Conference (If applicable)SEHA may hold a pre-bid conference at the facility to answer any inquiries from prospective bidders. The

date and time of the conference will be presented in the schedule of events if it is required.

Questions and answers from the Pre Bid conference will be available for download in the relevant

tender section of the Hospitals website.

16.Letter of Intent to BidProspective bidders are requested to send their Intent to Bid to the Purchasing Department of SEHA by

the date indicated in the schedule of events to ensure they receive RFP related communications.


32/103


The Intent to Bid should highlight the Contractors capabilities and expertise as well as a statement

indicating acceptance of RFPs terms and conditions.

The letter must be printed on the companys letterhead signed by the authorized bidders

representative and indicate the relevant Tender Number and Name in the subject line.

17.Closing Date/TimeThe proposal must be submitted by 12:00 PM on xx/xx/2012, UAE Local time. Proposals will only be

considered if they are received by the closing date and time as stated within the RFP. Late proposals will

not be accepted.

18.Proposal Preparation CostsProspective Bidders shall assume full responsibility for all expenses associated with preparing the

proposal, including travel, communications, consultation or subsequent negotiations with SEHA. If SEHA

elects to reject all proposals, SEHA will not be liable to pay and/or reimburse any Bidders for any claims,

whether for costs or damages incurred by the Bidder with respect to the preparation, evaluation and/or

submission of this RFP.

19.Proposal Preparation and SubmissionSEHA discourages overly lengthy and costly proposals; however, in order for SEHA to evaluate proposals

fairly and completely, bidders must follow the format set out in this RFP and provide all requested

information. Bidders should submit a sealed technical proposal containing one (1) original, four (4)

copy, and a separate sealed cost proposal containing one (1) original and one (1) copy. The language

of the proposal shall be English. The contents of the two proposals shall be prepared and submitted in

accordance with the following outline:

A.

Technical ProposalThe technical proposal should contain the following information with no pricing details:

1. Copy of the Contractors Business license.2. Letter of intent highlighting the Vendors capabilities and expertise as well as a statement

indicating acceptance of RFPs terms and conditions. The letter must be printed on the

companys letterhead signed by the authorized Vendors representative.

3. Copy of the Vendors Business license (i.e. documented license to operate in Abu Dhabi)4. Completed Requirements Compliance Matrix5. Full details of the scope of work and services that are included in the service agreement.6. Vendors experience in performing similar work.7. Description of the Vendors capabilities and resources that would be made available to

support the project, both locally and globally.

8. Names and contact information for three references (preferably related to similar contractswithin the Health Care industry and regional). SEHA reserves the right to call the references at

its own discretion.


33/103


9. CVs and bios of all assigned staff.

B. Cost Proposal1. The financial proposal shall include staff costs as well as other direct costs as described in

the pricing section of the RFP. (Including all expenses)

2. 5% Bid Bond of the total tender value exceeding AED 50,000 (Fifty Thousand Dirhams) to besubmitted as a Bank Guarantee (To be Enclosed in the Financial Offer Envelop).

The financial proposal shall be presented in accordance with the program management phases

detailed in chapter 7 and specifically the high level milestones outlined in section 9 9.a.iii

payment of each milestone will be linked to the successful delivery of each milestone based on

the acceptance criteria defined and agreed with SEHA.

The bidder must quote only for the following:

Hardware configuration, commissioning, testing and documentation of hardwaresolution

Additional software licenses if any in order to deliver this solution (if non Microsoft)

Professional Services costs split by Planning & Design, Build & Test, Deployment(detailed by BE) and Stabilize (Everything except hardware related services). This

includes all related migration activities and costs.

Official Training & Knowledge sharing including Operational Readiness &Documentation.

Licensing, Warranty and support.

20.Delivery of ProposalsAll proposals must be delivered or mailed to the address specified on the cover page of the RFP.

Proposals sent by facsimile or e-mail or unsolicited proposals will not be accepted.

All proposals must be delivered or mailed to the following address:

Abu Dhabi Health Services Company, PJSC (SEHA)

Procurement and Services Department

P.O. Box 109090, Abu Dhabi, UAE

Request for Proposal forSEHA Microsoft Centralization Program Development, Implementation and Support

(SEHA-G/RFP/xx/2012)

Tel: 00 971 2 410 2000

Fax: 00 971 2 410 2580

Proposals sent by facsimile or e-mail or unsolicited proposals will not be accepted.

21.Late ProposalsProposals will only be considered if they are received by the closing date and time as stated on the

schedule of events. Late proposals will not be accepted and will be returned un-opened to Bidders.


34/103


22.Irrevocability of ProposalBy submission of a clear and detailed written notice, the bidder may amend or withdraw its proposal

prior to the closing date and time. However, upon the elapse of the closing date and time, all proposals

become irrevocable. By submission of a proposal, the Bidder agrees that should his/her proposal be

deemed successful, the Bidder will enter into a contract with SEHA.

23.Validity of ProposalProposals shall remain valid for a period of 120 calendar days from the RFPs closing date.

24.Currency and TaxesPrices quoted are to be in United Arab Emirates Dirham or USD ($); inclusive of tariffs and/or taxes,

where applicable.

25.Presentation of OffersSEHA may, at its own discretion, invite the top three short-listed Vendors to present their proposals to a

SEHA panel. The purpose of the presentation is to clarify any ambiguities in the proposal and help SEHA

evaluation team in the selection process.

26.AwardThis project will be awarded through a formal contractual agreement. The agreement will be developed

jointly by SEHA and the Vendor based on the scope described in the RFP, the bidders offer, and RFPs

terms and conditions. Each party shall assume responsibility for any legal fees incurred in thepreparation of the agreement. (10% Performance Guarantee of the total award value to be submitted

upon award of the tender).

Bidders requesting advanced payments will be required to submit a bond of equal amount issued by a

UAE Bank with one (1) year validity.

27.SEHAS Right and OptionsSEHA expressly reserves the right to:

1. Modify, amend, or substitute the RFP at any time.2. Cancel RFP.3. Issue additional instructions or requests to prospective bidders.4. Conduct investigations about the qualifications and experience of responsive bidders.5. Request additional information from selected bidders if deemed necessary for the proposal

evaluation or award selection. This may include asking bidders to present their proposals to SEHA