CONFIDENTIAL REQUEST FOR PROPOSAL (RFP) … · CONFIDENTIAL REQUEST FOR PROPOSAL (RFP) HUMAN RESOURCE MANAGEMENT SYSTEM (HRMS) This document is the intellectual property of Bursa

CONFIDENTIAL

REQUEST FOR PROPOSAL (RFP)

HUMAN RESOURCE MANAGEMENT SYSTEM (HRMS)

This document is the intellectual property of Bursa Malaysia. No part of the document is to be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording or any information storage and retrieval system, without permission in writing from Bursa Malaysia.

Prepared by, Group Human Resources 24 June 2013

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RFP_HRMS PROJECT PAGE 2 OF 22

TABLE OF CONTENTS

1.0 Introduction……........................................................................................... 3 1.1 Purpose of Document……………………………………………………. 3 1.2 Project Background………………………………………………………. 3 1.3 Project Vision Statement………………………………………………… 6 1.4 Project Objectives………………………………………………………… 6

2.0 Standards & Instructions……………………………………………………..... 7 2.1 Instructions to Prospective Vendor(s)………………………………….. 7 2.2 RFP Schedule & Response Instructions………………………………. 10 2.3 Proposal Format………………………………………………………….. 10 2.4 Contact Person…………………………………………………………… 12

3.0 Project Requirement…………………………………………………………… 12 3.1 Scope……………………………………………………………………… 12 3.2 HRMS Requirements……………………………………………………. 13 3.3 Vendor’s Terms of Reference…………………………………………... 13 3.4 Functional Requirements……………………………………………….. 14 3.5 Non-Functional Requirements…………………………………………. 15 3.6 Other Requirements…………………………………………………….. 18

4.0 Vendor Relationship…………………………………………………………… 21 4.1 Principles of Dealing with Vendors……………………………………. 21 4.2 Specifics of the Proposal – Vendors’ Staff……………………………. 21 4.3 Project Organisation…………………………………………………….. 22

5.0 Appendix………………………………………………………………………... 22

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1.0 Introduction

1.1 Purpose of Document

This document is a Request for Proposal (RFP) from prospective parties (hereinafter referred to as “Vendor”) for the Study, Supply, Delivery, Installation, Testing, Commissioning and Implementation of a highly integrated Human Resource Management System (HRMS). Bursa Malaysia Berhad (“Bursa Malaysia”) is seeking tender proposals from experienced HRMS providers, who can assist in meeting Bursa Malaysia’s business needs. This document sets out the functional and technical requirements of the system as well as the standards and instructions for the RFP process. Vendors are invited to submit their proposals to address the requirements outlined in Section 3.0 of this RFP.

1.2 Project Background

1.2.1 Current Business Context

1.2.2 Functional Overview

Group

Human

Resources

Bursa Group

of

Companies

Bursa

Malaysia

(SBU/SFU)

Statutory &

Government

Agencies

Banks

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1.2.3 Current Operating Environment The following annotates the current system environment and tools used by GHR and the operating units of Bursa Group of Companies.

ERP & HRMS SAP HRMS ECC6.0 & EHP2 Modules:

1. Personnel Administration 2. Personnel Development 3. Payroll 4. Travel Management 5. Time Management 6. Training & Event management 7. Recruitment 8. Benefits 9. Organisation Management 10. Compensation Management 11. Employee Self-Service 12. Manager Self-Service 13. Balanced Scorecard

Database SAP ECC6.0 on Oracle 11g

Statutory Reporting and Interfaces

SAP Financial Financial Institutions Systems Statutory Systems (EPF, SOCSO, TAX) Group Wise Sierra Time Clock

Number of Employee

600

Historical Data 6 years

1.2.4 Current Operations Responsibilities & Activities

For Bursa Malaysia Group of Companies: Liaise with statutory, government agencies and external parties Provide consultative advice and services to Management and

subsidiaries Provide centralised HR services to achieve standardisation and cost

effectiveness Handle Group reporting on HR related matters

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For Bursa Malaysia/Divisions: Review, prepare and/or coordinate preparation of plans and advise

Management in respect of manpower requirements and forecasts; talent identification and succession planning; staff development, career planning; Promotion or upgrade; bonus and increment; performance reward programs; performance appraisals; extension of service; and transfers or secondment

Conduct negotiations with union on review of the Collective Agreement, staff issues

Assist and co-ordinate recruitment activities, advice Management on selection of candidates and terms and conditions of employment of new recruits

Administer payroll payments and benefits processing encompassing salaries, EPF, income tax, loans processing and repayment, SOCSO, bonus, increments, salary adjustments, claims, assignment of assets, etc

Staff separation (retirement & resignation) Disciplinary procedures including initiate, co-ordinate and participate

in requisite activities involving domestic inquiries

1.2.5 Problem Statement

End User Workflow a) Multiple steps and not user friendly b) Not able to track workflow status

Payroll

a) System blackout time for payroll processing b) Not able to provide details for GL posting to

SAP Financial c) Overtime processing highly depend on 3rd

party system, required manual interference which delayed the process

d) Limited reporting format

Benefit Administration

a) Highly customised to capture Bursa Flexi Benefits

b) Does not support analytical and forecasting requirements for annual bonus, increment and promotion cycle

Performance Management

a) Does not support the performance management framework

b) Merely an online performance appraisal form c) Not integrated with other modules i.e. talent

and succession and learning

Recruitment a) New, not implemented b) Currently all manual processes

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Talent & Succession a) New, not implemented b) Currently all manual processes

Learning Management

a) New, not implemented b) Currently all manual processes

1.3 Project Vision Statement 1.3.1 Bursa Malaysia would have an integrated HRMS providing full

automation, eliminating redundant manual process and providing value added services electronically and reduce paper based processes.

1.3.2 The new HRMS should have agility by providing flexible access to information, have a pervasive impact i.e. leverages all information processes across the organisation at all levels and its analytical component enables capacity to compete across time.

1.3.3 The expected benefits as a result of the implementation are:

Timely information Efficient and rapid implementation of business and statutory

requirements Improved efficiency with regard to cost reduction Shorter administrative processing time Standardised procedures and methods, forms and reporting Accurate and useable information that is sharable across the

enterprise

1.4 Project Objectives The following are the project objectives that we view as criteria to measure the success of the project: 1.4.1 Project is completed within the expected time frame and budget

1.4.2 There is transfer of knowledge to Bursa Malaysia project team and IT

staff to administer the system after a reasonable period of time from the vendor

1.4.3 There is a high degree of acceptance of system by both users and

technical staff

1.4.4 There is marked improvement in service levels cycle time, reduction in effort and errors

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1.4.5 To provide centralised services to achieve standardisation and cost effectiveness

1.4.6 To place appropriate control over to the operating units to achieve

efficiency through greater integration

1.4.7 To deliver consistent and accurate information on demand to both the management and staff

1.4.8 The various stakeholder needs are met in line with the metrics set

1.4.9 Improvement on online submission to statutory bodies for security and faster turnaround time

1.4.10 To provide system which works based on user define flow and controls

1.4.11 To provide access to Bursa Malaysia staff from off-premise to the HRMS system

2.0 Standards & Instructions This section covers the standards and instructions that should be followed by vendors in response to this RFP. Please read this RFP specification carefully. Vendors are advised to read the whole of this document.

2.1 Instructions to Prospective Vendor(s)

2.1.1 Vendor(s) are invited to submit the proposal to address the requirements as specified in this RFP for the Study, Design, Development, Supply, Delivery, Installation, Testing, Commissioning and Implementation of the HRMS Project.

2.1.2 The RFP proposal shall consist of two distinct parts: (Part A) the HRMS Price Proposal, (Part B) the HRMS Functional & Technical Proposal. The table below outlines the format and volume for submission of each part:

Part RFP Proposal Format Volume

Part A HRMS Price Proposal

The Vendor should use the Spreadsheet as in Appendix A – “HRMS Price Proposal” and should enclosed the completed submission in a sealed envelope marked: “Part A – HRMS Price Proposal”

A4 Paper Binded Hardcopy CD Format

1 Copy 1 Copy

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Part B HRMS Functional & Technical Proposal

The Vendor should use the outlines as in Appendix B and should enclosed the completed submission in a sealed envelope/box marked: “Part B – HRMS Functional & Technical Proposal”

A4 Paper Binded Hardcopy CD Format

11 Copies 1 Copy

2.1.3 Both Part A and Part B of the RFP must be enclosed in a separate

SEALED envelopes and must be addressed to:-

Vice President, Administration Corporate Services Bursa Malaysia Berhad 1st Floor Business Centre, Exchange Square Bukit Kewangan 50200 Kuala Lumpur

2.1.4 The RFP must reach Bursa Malaysia not later than 5:00pm, 12th July

2013. Late responses shall not be considered.

2.1.5 The top left-hand corner of the envelopes/box must mark “RFP FOR HRMS PROJECT”. This is also required for any subsequent written correspondence. The same title must be used for any electronic communication.

2.1.6 English is to be employed in any correspondence and literature.

2.1.7 Vendors assume the risk of the method of dispatch chosen. Bursa

Malaysia assumes no responsibility for delays caused by any delivery service.

2.1.8 The RFP must be signed by an official who is authorised to act on behalf

of the organisation submitting this proposal.

2.1.9 The configuration specification provided here are minimum requirements. Any suggestions for features or alternative approaches, within the general framework of these specifications will be given careful consideration. However, such alternative features or approaches and the costing must be clearly separated from the main proposal and the costing.

2.1.10 Prices must be quoted in Ringgit Malaysia (RM). Vendors must complete

the Schedule of Price as per Appendix A. The completed RFP must be signed by an authorised person, endorsed with a company stamp.

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2.1.11 In order to allow sufficient time for the evaluation of the proposals and for the investigation of submitted proposal, all prices should be valid for the period of at least 30 days following the deadline for submission of proposals. If required, Bursa Malaysia reserves the right to have the price validity extended for another 60 days, provided always that Bursa Malaysia has the benefit of the lower price.

2.1.12 These RFP Requirements and the Vendor's response will be part of the

final agreement. Vendor(s) must not include any items in their proposal which they are not prepared to include in a contract.

2.1.13 Bursa Malaysia reserves the sole right to decide whether a proposal

does or does not substantially comply with the requirements of this RFP Requirements. Bursa Malaysia also reserves the sole right to accept, reject or negotiate modifications to a Vendor's proposal or parts thereof on a without prejudice basis.

2.1.14 All proposals submitted will be considered proprietary and will not be

released to any outside party in part or in full. Neither the transmission of the RFP Requirements to a prospective Vendor nor acceptance of a reply shall imply any obligation or commitment on the part of Bursa Malaysia.

2.1.15 This RFP Requirements does not commit Bursa Malaysia to award a

contract or to pay for any costs incurred by successful or unsuccessful Vendor(s) in the preparation of a proposal to this request.

2.1.16 Use of subcontractors and/or third party vendors does not relieve the

successful Vendor of sole responsibility for performance under this project. The Vendor shall be responsible for meeting all of the terms and conditions resulting from this RFP. If at any time the subcontractors and/or third party vendors of the Vendor change, the Vendor shall notify Bursa Malaysia in writing prior to making the change.

2.1.17 Vendors to complete the curriculum vitae and experiences information in

the Appendix C.

2.1.18 Vendors are required to sign a non-disclosure agreement with Bursa Malaysia as per Appendix G. There shall not be any breach of information and vendors are expected to keep all dealings with Bursa Malaysia strictly confidential. All information and records compiled by vendors shall be for the use of this project only and for no other purpose and must not be reproduced elsewhere.

2.1.19 Vendors are required to disclose any RPT associated with the project, or

any relationship that may reasonably be perceived to potentially conflict or impact on their ability to fulfill the requirement of this project. Failure to disclose a material RPT may disqualify a Vendor or cause the

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termination of the contract awarded. Vendors are to complete Appendix D using the accompanying explanatory notes as a guide.

2.1.20 Vendor(s) will be notified in writing of the acceptance or non-acceptance

of their proposals.

2.2 RFP Schedule & Response Instructions The following schedule is subject to change at the discretion of the Bursa Malaysia. Vendors will be notified of changes, if any.

Activity Date

Issue RFP 26th June 2013

Tender Briefing

Time : 9.30 am – 1.00 pm

Venue : Media Room

Vendor is required to submit the NDA (Appendix

G) to attend the tender briefing session.

1st July 2013

Receipt of proposals 12th July 2013

Vendor Presentation and clarification session 15th - 26th July 2013

Contract award 31st July 2013

Implementation Max 6 months

2.3 Proposal Format For consistency and to facilitate evaluation of all responses, the Vendor(s) proposal must be submitted in the format outline below. The proposals should be prepared as simple as possible and provide a straightforward, concise description of the Vendor(s) capabilities to satisfy the requirements of the RFP. Emphasis should be placed on accuracy, completeness and clarity of content. All parts, pages, figures and tables should be numbered and clearly labeled.

2.3.1. HRMS Price Proposal

The proposal must include the detailed costing for the following areas: Hardware, if required; Software & Licenses; Professional Services/Implementation/Migration Fees;

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Recurring Cost (yearly hardware (if any) and software support and maintenance for 5 years period);

User, Technical and Operation Trainings ;and Other related costs (The Vendor(s) to specify in details).

2.3.2. HRMS Functional & Technical Requirements Format Outline

The Functional & Technical Proposal must consist of the following sections and responses must be presented in this order:

Section Proposal Content

Section 1 Cover Page – Introduction Letter/Executive Summary

Section 2 Table Of Content

Section 3 The Vendor’s Profile

Section 4 Proposed System Model And Solution

Section 5 Proposed Hardware Environment And Infrastructure (if any)

Section 6 Proposed Application Software

Section 7 Proposed Database System

Section 8 System Security

Section 9 Implementation

Section 10 Migration

Section 11 Training

Section 12 Post Implementation Support

Section 13 Optional Hardware/Software And Services

Section 14 Client References

Section 15 Project Risks And Risks Mitigation Strategy

Section 16 Assumption And Constraints

Section 17 Curriculum Vitae Of Key Project Members

Section 18 Agreement

Section 19 Appendix

Section 20 Supplementary Materials

2.3.3. RFP Forms The Vendor(s) must complete the following forms and submit the completed forms as part of the proposal. The completed forms must be included into Section 20 of the proposal and marked as “Appendix”.

Appendix Forms

Appendix I Non-disclosure Declaration

Appendix II Declaration of Related Party Transactions

Appendix III Vendor’s Profile, CV & Experiences

Appendix IV Problem Resolution Metrics

Appendix V HRMS Requirements

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Appendix VI BMISS Compliance Checklist

2.4 Contact Person An RFP contact person has been assigned by Bursa Malaysia for the project. All communication to Bursa Malaysia regarding to this RFP must be channeled through RFP contact person, whose name and address appear below:

Contact Person Nurkith Cheeng

Designation Vice President, Organisation Development & HR Projects

Address

Group Human Resources 11th Floor, Exchange Square Bukit Kewangan, Jalan Raja Chulan 50200 Kuala Lumpur

E-mail Address [email protected]

Contact No +603 2034 7691

Unauthorised contact regarding the RFP with other employees of Bursa Malaysia may result in disqualification of the Vendor(s). Any oral communications will be considered unofficial and non-binding.

3.0 Project Requirements

3.1 Scope The scope of HRMS implementation covers the study, design, development, supply, delivery, installation, testing, commissioning and implementation of the system such as the following: 3.1.1 Recommend hardware and storage sizing and if require supply and

delivery of Operating System (OS) software;

3.1.2 Business design, system development, customisation, configuration and testing of the HRMS to meet Bursa Malaysia requirement;

3.1.3 Implementation, Installation, configuration and commission of the systems;

3.1.4 To migrate all existing and historical data of 6 years

3.1.5 Supply and documentation of system manuals, user manuals and any other relevant manuals of all supplied systems and equipments;

mailto:[email protected]

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3.1.6 Project management from Vendor;

3.1.7 Provide functional and technical training including preparation of the training materials, schedule and system training environment.

3.2 Human Resource Management System (HRMS) Requirements Please refer to Appendix B for further details and the summary is as follows: 3.2.1 Employee Master Database

3.2.2 Payroll (inclusive of e-Payroll)

3.2.3 Benefits Administration

3.2.4 Recruitment (inclusive of E-Recruitment)

3.2.5 Organisation Management (inclusive of Organisation Structure,

Dashboards, Reports)

3.2.6 Workforce Planning

3.2.7 Performance Management (inclusive of Competency Framework)

3.2.8 Compensation Management

3.2.9 Talent & Succession Management

3.2.10 Learning (inclusive of E-Learning and Performance Improvement Plan)

3.2.11 Disciplinary Records

3.2.12 Employee & Manager Self Services

3.2.13 Workflow Management including attendance and annual leave administration and claims management

3.3 Vendor’s Terms of Reference

The successful Vendor is to: 3.3.1 Perform analysis to derive the functional requirements.

3.3.2 Perform analysis to recommend the optimum sizing of the system

requirement. Vendor is to review whether there is a need for hardware

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and if require please provide specification include the most suited specification of the equipment comprising the system solution.

3.3.3 Map the processes of existing operations and demonstrate that the new system solution facilitates more efficient and effective new operational processes.

3.3.4 Configure the system solution to reflect the process/decision flow of the business operations.

3.3.5 Ensure that the system solution have the capability to measure metrics defined for the process/decision flow of the re-engineered user operations.

3.3.6 To migrate data from the existing systems for Human Resource including all work with regards of extracting the relevant data from the existing databases to the proposed system.

3.3.7 Make all efforts for infrastructure reuse. However, Bursa Malaysia would consider other new components, if the Vendor can demonstrate it is a better fit for the successful implementation of a requirement.

3.3.8 Complete all activities for project phase within the set budget and

timeframe.

3.4 Functional Requirements

3.4.1 This section consists of the high level functional specifications of the envisioned system. It is to be completed by the vendor and returned together with its proposal. This list is by no means exhaustive and Vendors are encouraged to provide additional functionalities or features deemed relevant or beneficial to Bursa.

3.4.2 The vendor should tick the appropriate column based on the following definitions for functional requirement:

S This functionality is provided as a standard feature in the base package

O This functionality is provided as an optional feature that incurs additional cost. Please indicate the number of man-days and actual cost involved.

C Customisation is required in order to meet the requirement. Please indicate the number of man-days and actual cost involved.

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N Not available or could not comply.

3.4.3 The vendor should tick the appropriate column based on the following

definitions for Technical requirement:

F Fully meet the requirement

P Partially Meet the requirement

N Does Not Meet the requirement

3.4.4 And the requirements in this section have been identified as:

E

Essential: This feature is considered necessary for the successful completion of the department’s purpose; or your response to this question will receive extensive consideration.

I

Important: This feature is considered important but not necessary for the successful completion of the department’s purpose; or your response to this question will receive strong consideration.

D

Desirable: This feature is neither necessary nor of particular importance for the successful completion of the department’s purpose but could be a bonus attraction if available; or your response to this question will benefit our review of your system.

3.4.5 Please refer the functional and technical requirements for HRMS as in

Appendix B.

3.5 Non-Functional Requirements 3.5.1 Technical Requirement

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Please refer to Appendix H on Technical Requirement. Vendor(s) are required to understand and comply with the requirement.

3.5.2 Security of the application system The Vendor(s) shall comply with Bursa Malaysia’s Information Security Standard (“BMISS”) Compliance Checklist. For every hardware and/or software proposed, the BMISS Compliance Checklist must be completed. Please refer to BMISS requirements in Appendix E. Operation System and Application Hardening

OS hardening is part of BMISS requirements in Bursa Malaysia security policy and shall be performed by the Vendor(s) to ensure that the servers are secured and free from vulnerabilities. The vendor must also provide list of all services/ports require by the vendor application.

Security patches All operating systems must be installed with the latest security patches

Accessibility The HRMS should be able to control the execution of functions and specify access level by application and user group. It must support different levels of users with specific access rights. Example, some user are only allowed view access to specified applications while others can perform additional functions like add/modify/delete.

Confidentiality Ensure strong encryption during electronic data/document access/transmission to preserve confidentiality of sensitive information. To secure with encryption and/or password protected downloaded file from HRMS before upload to and from banks/stats bodies/etc.

Authentication Verify and confirm user’s identity including sender’s identity and receiver’s identity. The logon ID details should include the user name, ID and level of access. Access from off-Bursa premise to consider the 2-factor authentications security controls. For off-premise access (via internet), the application should come together with 2-factor authentication (such as RSA, One time password, Virtual keyboard).

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Non-repudiation Mechanism Sender/receiver cannot deny having access/sent/received the data/document. Support full audit logging with time and date.

Completeness of Transmission Mechanism It includes the ability to record the number of access failed and successful of transmission.

Retention The HRMS should be able to retain all electronic data/documents for a defined period.

Transparency and Ease of Use The security solution should not imposed high burdens on system administrators. Securing of the data/documents should be transparent to end-users. The security software must be unobtrusive to the point of invisibility.

Integration with Bursa Malaysia systems All related servers and application must be able to operate and integrate with Bursa Malaysia existing security software as follows: (i) anti-virus software (ii) Host intrusion prevention systems (“HIPS”); (iii) Privileged Identity Management System (“PIM”) (iv) Security Information Event Management (“SIEM”)

Scalability The application is expected to be scalable horizontally for increasing number of sessions from external users;

Security software In the event that the proposed solution is unable to support above security software, the Vendor(s) should propose an alternative solution;

Integration of LDAP

To integrate with the existing Novell LDAP for authentication (preferred option).

3.5.3 Audit Trail The following actions, at a minimum, require an audit trail to be maintained: Before and after image of data for any update or altered of all

applications information including user profile information, time and date;

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Approval/Rejection/Withdrawal/Submission process where ever applicable;

All users accessing the application which includes details of its

activities of users over user’s definable period of time with time and date of access (login/ logout).

The new system shall allow viewing, filtering or printing the audit trail.

3.5.4 Integration / Interfacing The proposal must include all necessary hubs, cables, converters, Zconnectors, patch panels, patch cords, and any other ancillary components to integrate the proposed hardware and software into current systems, networks and data centre. To provide interfaces to:

Integration / Interfacing Timing Frequency in a Month

Mode

SAP Financial (for GL posting in details)

Real time Multiple Native SAP ECC6.0 Connector

Financial Institutions (for payroll crediting and reconciliation process)

1st & 26th of the month

Twice Online

Statutory Departments (for statutory crediting)

5th & 10th of the month

Twice Online

Group Wise (for alerts and notifications)

Anytime of transaction

Multiple Online

Employment Agency Systems (*Optional for e-recruitment)

Anytime of transaction

Multiple Online

3.6 Other Requirements

3.6.1 Warranty Period Warranty of the application shall be granted for a period of at least 6 months (3 months on-site support & 3 months of remote support) from the date of live implementation of the software by Bursa Malaysia. Upon expiry of the warranty period, the support for the proposed solution shall be via the maintenance agreement.

3.6.2 Maintenance Requirements

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Maintenance Support Times to confine to office hours as follow: Weekdays 08:45 a.m. – 18:30 p.m.

The Vendor(s) is also to include in the proposal a maintenance service

agreement for 5 years. Under this agreement, the Vendor(s) is obligated

to provide the following:

a) Future upgrades (hardware and software), bug fixes and security patches at no additional cost;

b) Perform Quarterly Health Check/Preventive Maintenance (“PM”); c) Per call basis outside maintenance service hours; d) Assistance during disaster simulation test on-site (Optional); e) Mandays rate after support hours and public holidays; f) Support includes unlimited phone support, remote access, email

and on-site support.

Bursa Malaysia will advise what the penalty will be and relevant debits to

be applied if the Vendor(s) is unable to meet the maintenance service

level required. In all cases, Bursa Malaysia will advise the Vendor(s)

what severity level is assigned to the problem.

3.6.3 Service Level

Within the maintenance agreement, the Vendor(s) are expected to conform to the Problem Resolution Metrics as specified in Appendix F. The validity of the maintenance agreement should be for 5 Years TCO. Vendor(s) are to advise what would the penalty be and relevant debits to be applied if Vendor(s) are unable to meet the maintenance service level required. In all cases, Bursa Malaysia will advise the Vendor(s) what severity level they assigned to the problem.

3.6.4 Helpdesk Bursa Malaysia requires the successful Vendor to set up a help desk function to manage problems from an end-to-end perspective by logging calls, undertaking problem resolution and coordination and keeping Bursa Malaysia informed. Its key functions are: Provide a single point of contact to receive and record calls for

assistance on all IT matters.

Assign problem severity level in agreement with end users, inform users of the next steps to be undertaken and ensure support resources are allocated to fix the reported problem (whenever applicable).

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Establish a knowledge database (i.e. for known errors) to expedite the problem resolution process.

Ensure problem causes are identified, removed and documented.

Ensure problem resolution are categorised (e.g., database, lack of training) to address underlying issues associated with people, processes, technology and organisational matters.

Ensure Bursa Malaysia is satisfied with problem resolution before closing the calls.

Ensure support staff issue recommendations to improve the problem management process. Take ownership of the recommendations and ensure the problem management process is continuously improved.

Undertake first level problem resolution for maintenance services related to this RFP and ensure first call resolution rates are in line with the customer requirements.

Ensure that an end-to-end problem management process is established in accordance with industry best practices to resolve problems in accordance with service level targets.

Establish escalation procedures for problems of severity 1 & 2 to manage the problem resolution and allocate additional resources to meet SLA targets.

Take ownership of the management of problem even after referral to support for investigation.

Keep the service desk documentation up to date.

Issue regular reports on problem situations and ensure recommendations to improve service quality are implemented.

3.6.5 Others The proposed Implementation Methodology shall be a proven

methodology.

The proposed solution implemented shall have integration capabilities, where applicable, with other systems of Bursa Malaysia.

Bursa Malaysia shall not be responsible for supplying any computer

hardware and software licenses to be used by the appointed tenderer’s project team.

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4.0 Vendor Relationship

4.1 Principles for Dealing with Vendors It is Bursa Malaysia’s interest to select the best vendor approach but at the same time to reduce any risk to the vendor as well. In order to be fair to both sides, we suggest following the principle that each party needs to make concessions against what is ideally preferred in the following areas: 4.1.1 Both parties to acknowledge that projects are dynamic and subject to

change.

4.1.2 Bursa Malaysia provides a leader (i.e., project manager) responsible for making decisions and trade-offs.

4.1.3 The vendors help manage the project but follows direction from the project owner.

4.1.4 Bursa Malaysia agrees that the vendors are entitled to make a profit.

4.1.5 An appropriate number of highly experienced and capable people are assigned to the project team.

4.1.6 Bursa Malaysia expects the people assigned by the vendor to be

capable and to work in its interest.

4.1.7 Vendors are not solely responsible for the ultimate cost of the project.

4.1.8 The engagement forms the foundation for a long-term relationship.

4.2 Specifics of the Proposal – Vendors’ Staff Vendor’s staff must be familiar with specific technologies and development life cycle. Therefore, the proposal should contain the details of individual proposed for the assignment. 4.2.1 Name of staff and level of experience.

4.2.2 State the current responsibilities of individuals assigned or proposed for

this assignment

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4.2.3 Proposed time to be available on the assignment (both in terms of onsite and offsite)

4.2.4 Similar assignment carried out in the past and time spent on those

assignments `

4.3 Project Organisation

4.3.1 The Vendor(s) are to provide a detailed project organisation which includes the following: Project organisation chart Key contact persons Key persons responsible Roles & responsibilities of project team members.

5.0 Appendix

Appendix A Schedule of Price

Appendix B HRMS Requirements and Minimum Technical Requirement

Appendix C Vendor’s Profile, CV & Experiences

Appendix D Declaration of Related Party Transaction

Appendix E BMISS Compliance Checklist

Appendix F Problem Resolution Metrics

Appendix G Non-disclosure Agreement

Appendix H Technical Requirement

Documents

CONFIDENTIAL REQUEST FOR PROPOSAL (RFP) … · CONFIDENTIAL REQUEST FOR PROPOSAL (RFP) HUMAN RESOURCE MANAGEMENT SYSTEM (HRMS) This document is the intellectual property of Bursa