REQUEST FOR PROPOSAL

Date: 08 Dec 2015 To : All Bidders From : Chief, Procurement & Logistics Division,

UNRWA Headquarters, Amman Subject : RFP# PLD/CPS/MO/SAP-TAM/2015-SAP Technical and Application Management The United Nations Relief and Works Agency for Palestine Refugees (UNRWA) assists a population of some 5 million refugees in the Middle East. UNRWA’s mission is to create opportunities for refugees to become self-reliant and productive members of their communities. The Agency’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance and emergency assistance, including in times of armed conflict.

1) By way of the present Request for Proposal (RFP), UNRWA hereby solicits your proposal for the above subject matter in accordance with this document and the annexes attached.

2) UNRWA considers this RFP to be the most appropriate means of providing, fairly and transparently, valuable information pertaining to this RFP to all bidders.

3) Bidders are requested to explicitly confirm in their proposal the acceptance of and compliance with UNRWA’s General Conditions of Contract.

4) We strongly encourage bidders to keep the quantity of binders/folders and plastic used to present offers to a minimum. Ideally UNRWA would like to receive only the documentation requested in good order and with coherently numbered pages in as simple a format as possible without being bounded or stapled.

5) The proposals must be received no later than the RFP due date and time, by email or by courier/hand and as set forth in detail in Annex A, article 1a).

6) This Request for Proposal (RFP) consists of this document and the following annexes:

RFP Docs: Annex A: Instructions to Bidders Annex B: General Conditions of Contract Annex C: Service Contract Template Annex D: Statement of Work (SoW) Annex E: Technical Evaluation Criteria Annex F: Key Performance Indicators (KPIs) Annex G: Letter of Introduction Annex H: Financial Proposal Format Annex I: United Nations Global Compact and Supplier Code of Conduct Annex J: Acknowledgment Letter Annex K: Technical Proposal Template Annex L: Financial Proposal Template Reference Docs: Annex 1: Technical Architecture Master Document Annex 2: A.7 - SAP Systems Master List - V1.6 Annex 3: REACH Support Call Guide v1 2 Annex 4: UNRWA Operation Procedures V1 1 (Clean)

Annex 5: REACH _OpsGovManual_v 2.0_Final 7) The Instructions to Bidders (Annex A) must be complied with in preparing your proposal. We

would also be grateful if you could acknowledge receipt of this using the Acknowledgment Letter form (Annex J) as soon as possible.

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8) Vendor Registration Vendors can only participate in UNRWA solicitations after completing their registration at the United Nations Global Marketplace (UNGM) at least at Level 1. Link: https://www.ungm.org/ As Vendors express interest in this solicitation by submitting the Acknowledgement Letter (Annex J), please verify and ensure that your registration is under your full legal name with UNRWA on UNGM. If Vendors are already registered, the UNGM ID number must be provided. The Agency strongly requests all Vendors to register at least at Level 1 under the UNGM prior to participating in any solicitations.

9) Please note that the terms set forth in this RFP, including the General Conditions of Contract

(Annex B), the Terms of Reference/Project Description/Statement of Work/Specifications (Annexe D) and any special conditions set forth herein will be an integral part of any contract should UNRWA accept your proposal. The contract UNRWA will issue in accordance with Annex C hereto and will require compliance with all factual statements and representations made in the proposal, subject to any modifications to the proposal agreed to by UNRWA in the context of negotiations, should negotiations be entered into.

10) QUERIES ABOUT THIS RFP

For queries on this RFP, please contact the Contractual Procurement Section of the Procurement and Logistics Division, UNRWA Headquarters Amman via email at cpld@unrwa.org not later than 17

th December 2015. Please indicate the tender number on

the email subject line. UNRWA will endeavour to provide response by 23rd

December 2015. Note: Bids must NOT be sent to the above email otherwise the bid will not be considered.

Please notify UNRWA immediately on the above email address if any part of this Request for Proposal (RFP) is missing and/or illegible.

11) NOTICE OF CONFIDENTIALITY This set of documents contains UNRWA proprietary information that is strictly confidential and/or legally privileged, and is intended strictly for the use by the Officials of UNRWA and/or the named recipient hereof. ANY UNAUTHORIZED DISCLOSURE, COPYING, DISTRIBUTION OR OTHER USE OF THE INFORMATION HEREIN IS STRICTLY PROHIBITED. If you have erroneously received this set of documents, please notify UNRWA immediately.

We look forward to receiving your reply.

Yours Sincerely,

Kelvin Kellie Chief, Procurement and Logistics Division

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ANNEX A INSTRUCTIONS TO BIDDERS The UNITED NATIONS RELIEF AND WORKS AGENCY FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA) will receive and consider Proposals in response to official Request for Proposal subject to the conditions detailed hereunder. 1. SUBMISSION OF PROPOSALS This RFP tender follows a two envelope system, i.e. the technical and the financial proposals. These should be submitted in two separate emails. The technical proposal is evaluated first, and independently from the financial proposal. Only proposals meeting the mandatory and minimum requirements are considered further for the next evaluation stage for financial proposals. The financial proposals for unsuccessful technical proposals will remain unopened.

a. Where to Submit: Proposals must be submitted by Email on the attached Bid Form and sent as follows: Email Address: TOC@unrwa.org Addressed to UNRWA HQ (Amman) Attn: Chairperson, Tender Opening Committee Email: Subject heading of the email must state: CONFIDENTIAL RFP No. PLD/CPS/MO/SAP-TAM/2015 In the event of splitting any of the two emails into parts, the subject heading for each subsequent email must read: CONFIDENTIAL RFP No. PLD/CPS/MO/SAP-TAM/2015 (Part x of y) In order to receive your e-mail through the UNRWA email server, please make sure that the message and attachment size does not exceed 10 MB for each e-mail. Please remember that the Technical and Financial proposals MUST BE SENT AS TWO SEPARATE EMAILS to the same secured email address provided above. Both email text bodies should indicate the name and address of the bidder and the description of the proposal (technical or financial). The Technical Proposal email should not contain any pricing information. The Financial Proposal email should also just contain the Pricing Information. The Financial Proposal with the Pricing Information, MUST BE ELECTRONICALLY SEALED PASSWORD PROTECTED BY YOUR COMPANY. AN authorised UNRWA HQ Procurement Officer WILL REQUEST FOR THE PASSWORD when the Technical

Proposals have been evaluated. The financial proposal will be opened only for those bidders whose technical proposals achieve the minimum technical threshold percentage stated. Please ensure that all proposals by email are sent to the UNRWA secure email box: TOC@unrwa.org. Proposals sent to or received in another email address box, shall be rejected, and excluded from the evaluation. For the email submission, the receipt time stamp shall be the date and time when the submission has been received in the dedicated UNRWA inbox. UNRWA shall not be responsible for any delays caused by network problems etc. It is the sole responsibility of bidders to ensure that their proposal is received by UNRWA in the dedicated secured email inbox on or before the prescribed tender deadline. The “Certificate of Bidder’s Eligibility and Authority to Sign Proposal” contained in this RFP must be executed by a representative of bidder who is duly authorized to execute contracts and bind the bidder. Signature on the certificate represents that the bidder has read this RFP, understands it and agrees to be bound by its terms and conditions. The bidder’s proposal with any subsequent modifications and counter-proposals, if applicable, shall become an integral part of any resulting contract. For queries, please see Section 19 below. Closing Date: 13

th January 2016 - 1200 P.M.

Amman, Jordan Local Time Bidders must provide all requisite information under this RFP and clearly and concisely respond to all points set out in this RFP (including the annexes). The bidder(s) must state any exceptions or caveats to this RFP. After submission of proposal, no exceptions will be accepted. Exceptions, if any, must be specific rather than general in nature, and a rationale must be provided for each exception taken. UNRWA reserves the right to reject any proposal containing exceptions, caveats or any attempt to limit, delete or otherwise change any provisions, clauses, words or schedules contained in this RFP. However, unnecessarily elaborate brochures and other presentations beyond that sufficient to present

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a complete and effective Proposal is discouraged. c. When to Submit: All proposals must be received at the address set forth in clause (a) above no later than the tender due date and time indicated in the cover letter. It is the exclusive responsibility of the Bidders to ensure that the email containing the proposal reaches the above email address by the deadline time and date so that it is time stamped and acceptable for opening. Delivery to any other UNRWA office location will be at the risk of Bidders and will not constitute timely delivery. Written proof of receipt will not be given unless a postal/courier service receipt or other form of receipt is presented for signature by UNRWA. Proposals received after the above-mentioned deadline will be rejected. 2. SUBMISSION OF SAMPLES Not Applicable 3. Evaluation Criteria The evaluation criterion is divided into two parts as follows: a) Technical Evaluation (St)

i) Eligibility Check (mandatory requirement)

Has three (3) references (with Name, Title, Organization, Phone and Email) that UNRWA is permitted to contact. Each reference account must be for

SAP ECC 6.0 application management

Public sector using IPSAS and Fund Management

Provide a certification as SAP implementation partner (reseller certifications will not be considered)

A demonstrable revenue for similar activities (i.e. Service or project for SAP applications), for the last 3 years equal to or around US$ 11.5 million

Vendor is registered at least at Level 1 in UNGM (has a valid trade license from country of business registration)

Not on any UN Sanctions List

Only proposals meeting the above mandatory requirements will have their technical proposal evaluated.

ii) Technical Proposal The technical proposal accounts for 800 points. The evaluation committee shall evaluate the Technical Proposals on the basis of their responsiveness to UNRWA’s Terms of Reference (TOR) applying the evaluation criteria, sub-criteria, and point system specified. Each responsive Proposal will be given a technical score (St). A Proposal shall be rejected at this stage if it fails to achieve the minimum technical score of 560 points (70% of 800 points) and their financial proposal shall remain unopened. Proposals that have attained minimum 70% score in the technical evaluation will be considered for further financial evaluation.

b) Financial Evaluation (Sf) The Financial proposal accounts for 200 points and is evaluated based on the following formula: Sf = 100 x Fm / F The lowest evaluated Financial Proposal (Fm) will be given the maximum financial score (Sf) of 200 points. Proposals will be ranked according to their combined technical (St) and financial (Sf) scores using the weights (T = the weight given to the Technical Proposal; P = the weight given to the Financial Proposal; T + P = 1) indicated in the Data Sheet: S = St x T% + Sf x P%, where T%= 80% and P% is 20%. UNRWA may, at its own discretion, enter into negotiation with one or a few Bidders.

4. THE TECHNICAL PROPOSAL Contents Envelope A (Technical Proposal) of your proposal must include the following information:

Letter of Introduction (Annex E) with the power of attorney (or equivalent document) attached,

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Vendor Profile Form (Annex F) duly completed with all the required information,

Detailed description of your technical proposal (including diagrams, detailed methodology, work plan and schedule, response to any questionnaire, etc.) which must address all the requirements described in Project Description and Requirements (Annex C2),

Certified copies of audited financial statements (balance sheet, income statement, cash flow statement and notes to the accounts) for your company’s three most recent fiscal years prepared by an internationally-recognized firm of chartered accountants and, if the latest audited financial statements are more than 12 months old, un-audited financial statements as of the fiscal quarter immediately preceding the date of submission of the proposal, and

If any part of the project will be subcontracted, description of such part of project and item (2) and (4) above for each proposed subcontractor (please note that UNRWA approval is required for any proposed subcontracting).

No Prices Bidders must not mention prices and costs in Envelope A (Technical Proposal). Product Demonstration/Site Visit During the evaluation process, UNRWA may request the bidder(s) to prepare a proof of concept for demonstration or to arrange for a visit for the purpose of demonstration to one or more of the two reference sites (at least two) provided by the bidder(s) as per Section 3 of this RFP. Signature The technical part of the proposal must be signed by a duly authorized representative of the bidder. All erasures, amendments, or alterations must be initialled by the signatory to the proposal.

5. THE FINANCIAL PROPOSAL Contents Envelope B (Financial Proposal) of your proposal must be in the format set forth in Annex H (Financial Proposal Format). All costs associated with the assignment must be provided with as much detail as possible. If appropriate, these costs should be itemized or broken down by activity. Currency The currency of the proposal is preferably in US Dollars. However, if other currencies are used, they should be clearly indicated eg Swedish Kroner, Euro, etc. UNRWA will apply the prevailing exchange rate within the UN system as published by the UN treasury Department at: http://treasury.un.org/operationalrates/OperationalRates.aspx for the purposes of price comparison and at time of payment to convert between such currencies. Local Tax The successful bidder may be subject to local taxes (e.g., value added or sales tax, social charges or income taxes on non-resident foreign personnel, duties, fees, levies, etc.) on amounts payable by UNRWA under the contract with the bidder. The Client will state in the Data Sheet if the Consultant is subject to payment of any local taxes. Any such tax amounts shall not be included in the Financial Proposal as they will not be evaluated, but they will be discussed at contract negotiations, and applicable amounts will be included in the Contract. Signature The financial part of the proposal must be signed by a duly authorized representative of the bidder. All erasures, amendments, or alterations must be initialled by the signatory to the proposal. GSA Clause UNRWA is eligible under the United States Foreign Assistance Act of 1961 to receive full benefits under General Services Administration (GSA) Contracts. Accordingly, all proposals must specify whether or not items quoted by the bidder are currently

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subject to GSA Federal Supply pricing and indicate the GSA Contract Number and Expiration Date, wherever applicable. 6. VALIDITY PERIOD Your proposal shall remain valid for a minimum period of ninety (90) days from the tender due date, during which period a purchase order or contract, if placed, will be accepted by you. In the event that a supplier is in a position to extend the validity of his offer for a period beyond the required minimum, this should be stated in the proposal. 7. ACCEPTANCE UNRWA reserves the right, at its sole discretion, to consider as invalid or unacceptable any proposal which is: (a) not clear; (b) incomplete in any material detail, (c) received after the deadline, (d) not properly marked or addressed, (e) delivered to another location than the one required herein, (f) unsolicited, or (g) not otherwise in compliance with this RFP. UNRWA also reserves the right to split an award between any Bidders in any combination, as it deems appropriate. If the proposal is submitted on an “all or none” basis, it should clearly state so. 8. AWARD OF CONTRACTS This RFP does not commit UNRWA to award a contract or to pay any costs incurred in the preparation or submission of proposals, or costs incurred in making necessary studies for the preparation thereof, or to procure or contract for services or goods. Any proposal submitted will be regarded as an offer made by the bidder and not as an acceptance by the bidder of an offer made by UNRWA. No contractual relationship will exist except pursuant to a written contract document signed a duly authorized official of UNRWA and by the successful bidder. UNRWA may award contracts for part quantities or individual items. UNRWA will notify successful bidders of its decision with respect to their proposals as soon as possible after the proposals are opened. UNRWA reserves the right to cancel any RFP, to reject any or all proposals in whole or in part, and to award any contract without disclosing the reason or reasons. Proposals will be evaluated taking into consideration, not only cost-effectiveness, but also technical considerations. The lowest-priced proposal will not necessarily be accepted.

Suppliers who do not comply with the contractual terms and conditions including delivering different products and products of different origin than stipulated in their offer may be excluded from future tenders. 9. PAYMENT The financial rules and regulations of UNRWA preclude advance payments or payment by letters of credit. Such provisions in a proposal will be prejudicial to its evaluation by UNRWA. The normal terms of payment by UNRWA are 30 to 45 days (or similarly discounted payment terms if offered by Bidders) upon satisfactory delivery of goods or performance of services and acceptance thereof by the UNRWA. Bidders must therefore clearly specify in their proposals the payment terms being offered. 10. PERFORMANCE BOND AND

LIQUIDATED DAMAGES Liquidated Damages If the successful bidder fails to supply the specified goods/services within the lead time stipulated by his/her proposal, or within a period specified by a purchase order or a contract, UNRWA may, in its sole discretion and without prejudice to its other remedies under the purchase order or contract, deduct from the contract price, as liquidated damages, a sum equivalent to US$ 100 for each calendar day of delay until actual delivery, up to a maximum deduction of 10 per cent of the contract price. 11. CONFIDENTIALITY This RFP or any part hereof, and all copies hereof must be returned to UNRWA upon request. It is understood that this RFP is confidential and proprietary to UNRWA, contains privileged information, part of which may be copyrighted, and is communicated to and received by bidders on the condition that no part thereof, or any information concerning it may be copied, exhibited, or furnished to others without the prior written consent of UNRWA, except that bidders may exhibit the specifications to prospective subcontractors for the sole purpose of obtaining offers from them. Notwithstanding the other provisions of the RFP, bidders will be bound by the contents of this paragraph whether or not their company submits a proposal or responds in any other way to this RFP.

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12. COLLUSIVE BIDDING AND ANTI-COMPETITIVE CONDUCT

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

- the preparation or submission of proposals, - the clarification of proposals, and - the conduct and content of negotiations, including final contract negotiations,

in respect of this RFP or procurement process, or any other procurement process being conducted by UNRWA in respect of any of its requirements. For the purpose of this clause, collusive bidding, other anti-competitive conduct, or any other similar conduct may include, among other things, the disclosure to, exchange or clarification with, any other bidder, person or entity, of information (in any form), whether or not such information is commercial information confidential to UNRWA, any other bidder, person or entity in order to alter the results of a solicitation exercise in such a way that would lead to an outcome other than that which would have been obtained through a competitive process. In addition to any other remedies available to it, URNWA may, at its sole discretion, immediately reject any proposal submitted by a bidder that, in UNRWA’s sole opinion, has engaged in any collusive bidding, other anti-competitive conduct, or any other similar conduct with any other bidder, person or entity in relation to the preparation or lodgement of proposals, whether in respect of this RFP or procurement process, or any other procurement process being conducted by UNRWA in respect of any of its requirements. 13. IMPROPER ASSISTANCE Proposals that, in the sole opinion of UNRWA, have been compiled:

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

- with the utilization of confidential and/or internal UNRWA information not made available to the public or to the other bidders, - in breach of an obligation of confidentiality to UNRWA, or - contrary to these terms and conditions for submission of a proposal, shall be excluded from further consideration.

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

- at any time during the 6 months immediately preceding the date of issue of this RFP was an official, agent, servant or employee of, or otherwise engaged by, UNRWA, - at any time during the 12 months immediately preceding the date of issue of this RFP was an employee of UNRWA personally engaged, directly or indirectly, in the planning or performance of the requirement, project or activity to which this RFP relates, or - at any time, was an employee of UNRWA involved, directly or indirectly, in the preparation of this RFP including any earlier versions or the management of this procurement process.

14. CORRUPT PRACTICES All UNRWA vendors shall adhere to the highest ethical standards, both during the procurement process and throughout the performance of a contract. 15. CONFLICT OF INTEREST A bidder must not, and must ensure that its employees, officers, advisers, agents or subcontractors do not, place themselves in a position that may, or does, give rise to an actual, potential or perceived conflict of interest between the interests of UNRWA and the bidder’s interests during the procurement process. If during any stage of the procurement process or performance of any UNRWA contract a conflict of interest arises, or appears likely to arise, the bidder must notify UNRWA immediately in writing, setting out all relevant details of the situation, including those cases

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in which the interests of the bidder conflict with the interests of UNRWA, or cases in which any UNRWA official, employee or person under contract with UNRWA may have, or appear to have, an interest of any kind in the bidder’s business or any kind of economic ties with the bidder. The bidder must take steps as UNRWA may reasonably require to resolve or otherwise deal with the conflict to the satisfaction of UNRWA. 16. WITHDRAWAL / MODIFICATION OF

PROPOSALS Requests to withdraw a proposal shall not be honoured. If the selected Vendor withdraws its proposal, UNRWA shall duly register the said proposal and shall evaluate it alongside all other received proposals. Withdrawal of a proposal may result in your suspension or removal from the roster of UNRWA-registered vendors. A bidder may modify its proposal prior to the tender closure. Any such modification shall be submitted in writing and in a sealed envelope, marked with the original RFP number. No modification shall be allowed after tender closure. 17. GLOBAL COMPACT/UN SUPPLIER

CODE OF CONDUCT UNRWA strongly encourages all vendors to actively participate in the United Nations Global Compact and to adhere to the United Nations Supplier Code of Conduct. Please see Annex J. 18. GENERAL CONDITIONS OF

CONTRACT Attached as Annex B are UNRWA’s General Conditions of Contract which shall apply to any contract awarded in respect of this RFP. Bidders are requested in their proposal to explicitly confirm acceptance of and compliance with UNRWA’s General Conditions of Contract. 19. QUERIES ABOUT THIS RFP

For queries on this RFP, please contact the UNRWA Chief Procurement and Logistics via email at cpld@unrwa.org no later than the date/time indicated in the cover letter. In the subject line, please indicate the RFP number. Proposals SHOULD NOT be sent to the above email. All questions and answers received via UNRWA will be shared with all bidders.

GENERAL CONDITIONS OF CONTRACT FOR THE PROVISION OF SERVICES ONLY 1. EFFECTIVE DATE: This Contract shall be effective when signed by the Parties. The Contract constitutes a contract between the Parties, the rights and obligations of which shall be governed solely by the terms and conditions of the Contract, including these General Conditions. 2. LEGAL STATUS OF THE PARTIES:

UNRWA and the Contractor shall also each be referred to as a “Party” hereunder, and: 2.1 Pursuant, inter alia, to the Charter of

the United Nations and the Convention on the Privileges and Immunities of the United Nations, the United Nations, including its subsidiary organs (including UNRWA) has full juridical personality and enjoys such privileges and immunities as are necessary for the independent fulfillment of its purposes.

2.2 The Contractor shall have the legal status of an independent contractor vis-à-vis UNRWA, and nothing contained in or relating to the Contract shall be construed as establishing or creating between the Parties the relationship of employer and employee or of principal and agent. The officials, representatives, employees, or subcontractors of each of the Parties shall not be considered in any respect as being the employees or agents of the other Party, and each Party shall be solely responsible for all claims arising out of or relating to its engagement of such persons or entities.

3. SOURCE OF INSTRUCTIONS: The Contractor shall neither seek nor accept instructions from any authority external to UNRWA in connection with the performance of its obligations under the Contract. Should any authority external to UNRWA seek to impose any instructions concerning or restrictions on the Contractor’s performance under the Contract, the Contractor shall promptly notify UNRWA and provide all reasonable assistance required by UNRWA. The Contractor shall not take any action in respect of the performance of its obligations under the Contract that may adversely affect the interests of UNRWA, and the Contractor shall perform its

obligations under the Contract with the fullest regard to the interests of UNRWA.

4. RESPONSIBILITY FOR EMPLOYEES: To the extent that the Contract involves the provision of any services to UNRWA by the Contractor’s officials, employees, agents, servants, subcontractors and other representatives (collectively, the Contractor’s “personnel”), the following provisions shall apply: 4.1 The services shall be delivered in a

professional and workmanlike manner in accordance with the terms and conditions of this Contract. The Contractor shall conduct its operations with due diligence and efficiency, in accordance with sound technical, financial and managerial standards and practices.

4.2 The Contractor shall be responsible for the professional and technical competence of the personnel it assigns to perform work under the Contract and will select reliable and competent individuals who will be able to effectively perform the obligations under the Contract and who, while doing so, will respect the local laws and customs and conform to a high standard of moral and ethical conduct.

4.3 Such Contractor personnel shall be professionally qualified and, if required to work with officials or staff of UNRWA, shall be able to do so effectively. The qualifications of any personnel whom the Contractor may assign or may propose to assign to perform any obligations under the Contract shall be substantially the same, or better, as the qualifications of any personnel originally proposed by the Contractor.

4.4 At the option of and in the sole discretion of UNRWA: 4.4.1 the qualifications of personnel

proposed by the Contractor (e.g., a curriculum vitae) may be reviewed by UNRWA prior to such personnel’s performing any obligations under the Contract;

4.4.2 any personnel proposed by the Contractor to perform obligations under the Contract may be interviewed by qualified staff or officials of UNRWA prior

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to such personnel’s performing any obligations under the Contract; and,

4.4.3 in cases in which, pursuant to Article 4.4.1 or 4.4.2, above, UNRWA has reviewed the qualifications of such Contractor’s personnel, UNRWA may reasonably refuse to accept any such personnel.

4.5 Requirements specified in the Contract regarding the number or qualifications of the Contractor’s personnel may change during the course of performance of the Contract. Any such change shall be made only following written notice of such proposed change and upon written agreement between the Parties regarding such change, subject to the following:

4.5.1 UNRWA may, at any time, request, in writing, the withdrawal or replacement of any of the Contractor’s personnel, and such request shall not be unreasonably refused by the Contractor.

4.5.2 Any of the Contractor’s personnel assigned to perform obligations under the Contract shall not be withdrawn or replaced without the prior written consent of UNRWA, which shall not be unreasonably withheld.

4.5.3 The withdrawal or replacement of the Contractor’s personnel shall be carried out as quickly as possible and in a manner that will not adversely affect the performance of obligations under the Contract.

4.5.4 All expenses related to the withdrawal or replacement of the Contractor’s personnel shall, in all cases, be borne exclusively by the Contractor.

4.5.5 Any request by UNRWA for the withdrawal or replacement of the Contractor’s personnel shall not be considered to be a termination, in whole or in part, of the Contract, and UNRWA shall not bear any liability in respect of such withdrawn or replaced personnel.

4.5.6 If a request for the withdrawal or replacement of the Contractor’s personnel is not based upon a default by or failure on the part of the Contractor to perform its obligations in accordance with the Contract, the misconduct of the personnel, or the inability of such personnel to reasonably work together with UNRWA officials and staff, then the Contractor shall not be liable by reason of any such request for the withdrawal or replacement of the Contractor’s personnel for any delay in the performance by the Contractor of its obligations under the Contract that is

substantially the result of such personnel’s being withdrawn or replaced.

4.6 Nothing in Articles 4.3, 4.4 and 4.5, above, shall be construed to create any obligations on the part of UNRWA with respect to the Contractor’s personnel assigned to perform work under the Contract, and such personnel shall remain the sole responsibility of the Contractor.

4.7 The Contractor shall be responsible for requiring that all personnel assigned by it to perform any obligations under the Contract and who may have access to any premises or other property of UNRWA shall:

4.7.1 undergo or comply with security screening requirements made known to the Contractor by UNRWA, including but not limited to, a review of any criminal history;

4.7.2 when within UNRWA premises or on UNRWA property, display such identification as may be approved and furnished by UNRWA security officials, and that upon the withdrawal or replacement of any such personnel or upon termination or completion of the Contract, such personnel shall immediately return any such identification to UNRWA for cancellation.

4.8 Not less than one working day after learning that any of Contractor’s personnel who have access to any UNRWA premises have been charged by law enforcement authorities with an offense other than a minor traffic offense, the Contractor shall provide written notice to inform UNRWA about the particulars of the charges then known and shall continue to inform UNRWA concerning all substantial developments regarding the disposition of such charges.

4.9 All operations of the Contractor, including without limitation, storage of equipment, materials, supplies and parts, within UNRWA premises or on UNRWA property shall be confined to areas authorized or approved by UNRWA. The Contractor’s personnel shall not enter or pass through and shall not store or dispose of any of its equipment or materials in any areas within UNRWA premises or on UNRWA property without appropriate authorization from UNRWA.

5. ASSIGNMENT; SUBCONTRACTING: 5.1 Except as provided in Article 5.2,

below, the Contractor may not assign, transfer, pledge, subcontract or make

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any other disposition of the Contract, of any part of the Contract, or of any of the rights, claims or obligations under the Contract except with the prior written authorization of UNRWA. Any such unauthorized assignment, transfer, pledge, subcontracting or other disposition, or any attempt to do so, shall not be binding on UNRWA. Except as permitted with respect to any approved subcontractors, the Contractor shall not delegate any of its obligations under the Contract, except with the prior written consent of UNRWA. Any such unauthorized delegation, or attempt to do so, shall not be binding on UNRWA.

5.2 The Contractor may assign or otherwise

transfer the Contract to the surviving entity resulting from a reorganization of the Contractor’s operations, provided that:

5.2.1 such reorganization is not the result of any bankruptcy, receivership or other similar proceedings; and,

5.2.2 such reorganization arises from a sale, merger, or acquisition of all or substantially all of the Contractor’s assets or ownership interests; and,

5.2.3 the Contractor promptly notifies UNRWA about such assignment or transfer at the earliest opportunity; and,

5.2.4 the assignee or transferee agrees in writing to be bound by all of the terms and conditions of the Contract, and such writing is promptly provided to UNRWA following the assignment or transfer.

6. INDEMNIFICATION:

6.1 The Contractor shall indemnify, defend, and hold and save harmless, UNRWA, and its officials, agents and employees, from and against all suits, proceedings, claims, demands, losses and liability of any kind or nature brought by any third party against UNRWA, including, but not limited to, all litigation costs and expenses, attorney’s fees, settlement payments and damages, based on, arising from, or relating to:

6.1.1 allegations or claims that the possession of or use by UNRWA of any patented device, any copyrighted material, or any other goods, property or services provided or licensed to UNRWA under the terms of the Contract, in whole or in part, separately or in a combination contemplated by the Contractor’s published specifications therefor, or otherwise specifically approved by

the Contractor, constitutes an infringement of any patent, copyright, trademark, or other intellectual property right of any third party; or,

6.1.2 any acts or omissions of the Contractor, or of any subcontractor or anyone directly or indirectly employed by them in the performance of the Contract, which give rise to legal liability to anyone not a party to the Contract, including, without limitation, claims and liability in the nature of a claim for workers’ compensation.

6.2 In addition to the indemnity obligations set forth in this Article 6, the Contractor shall be obligated, at its sole expense, to defend UNRWA and its officials, agents and employees, pursuant to this Article 6, regardless of whether the suits, proceedings, claims and demands in question actually give rise to or otherwise result in any loss or liability.

6.3 UNRWA shall advise the Contractor about any such suits, proceedings, claims, demands, losses or liability within a reasonable period of time after having received actual notice thereof. The Contractor shall have sole control of the defense of any such suit, proceeding, claim or demand and of all negotiations in connection with the settlement or compromise thereof, except with respect to the assertion or defense of the privileges and immunities of UNRWA or any matter relating thereto, for which only UNRWA itself is authorized to assert and maintain. UNRWA shall have the right, at its own expense, to be represented in any such suit, proceeding, claim or demand by independent counsel of its own choosing.

6.4 In the event the use by UNRWA of any goods, property or services provided or licensed to UNRWA by the Contractor, in whole or in part, in any suit or proceeding, is for any reason enjoined, temporarily or permanently, or is found to infringe any patent, copyright, trademark or other intellectual property right, or in the event of a settlement, is enjoined, limited or otherwise interfered with, then the Contractor, at its sole cost and expense, shall, promptly, either:

6.4.1 procure for UNRWA the unrestricted right to continue using such goods or services provided to UNRWA; or,

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6.4.2 replace or modify the goods or services provided to UNRWA, or part thereof, with the equivalent or better goods or services, or part thereof, that is non-infringing; or,

6.4.3 refund to UNRWA the full price paid by UNRWA for the right to have or use such goods, property or services, or part thereof.

7. INSURANCE AND LIABILITY: 7.1 The Contractor shall pay UNRWA

promptly for all loss, destruction, or damage to the property of UNRWA caused by the Contractor’s personnel or by any of its subcontractors or anyone else directly or indirectly employed by the Contractor or any of its subcontractors in the performance of the Contract.

7.2 Unless otherwise provided in the Contract, prior to commencement of performance of any other obligations under the Contract, and subject to any limits set forth in the Contract, the Contractor shall take out and shall maintain for the entire term of the Contract, for any extension thereof, and for a period following any termination of the Contract reasonably adequate to deal with losses:

7.2.1 insurance against all risks in respect of its property and any equipment used for the performance of the Contract; and,

7.2.2 workers’ compensation insurance, or its equivalent, or employer’s liability insurance, or its equivalent, with respect to the Contractor’s personnel sufficient to cover all claims for injury, death and disability, or any other benefits required to be paid by law, in connection with the performance of the Contract; and,

7.2.3 liability insurance in an adequate amount to cover all claims, including, but not limited to, claims for death and bodily injury, products and completed operations liability, loss of or damage to property, and personal and advertising injury, arising from or in connection with the Contractor’s performance under the Contract, including, but not limited to, liability arising out of or in connection with the acts or omissions of the Contractor, its personnel, agents, or invitees, or the use, during the performance of the Contract, of any vehicles, boats, airplanes or

other transportation vehicles and equipment, whether or not owned by the Contractor; and,

7.2.4 such other insurance as may be agreed upon in writing between UNRWA and the Contractor.

7.3 The Contractor’s liability policies shall also cover subcontractors and all defense costs and shall contain a standard “cross liability” clause.

7.4 The Contractor acknowledges and agrees that UNRWA accepts no responsibility for providing life, health, accident, travel or any other insurance coverage which may be necessary or desirable in respect of any personnel performing services for the Contractor in connection with the Contract.

7.5 Except for the workers’ compensation insurance or any self-insurance program maintained by the Contractor and approved by UNRWA, in its sole discretion, for purposes of fulfilling the Contractor’s requirements for providing insurance under the Contract, the insurance policies required under the Contract shall: 7.5.1 name UNRWA as an additional

insured under the liability policies, including, if required, as a separate endorsement under the policy; and,

7.5.2 include a waiver of subrogation of the Contractor’s insurance carrier’s rights against UNRWA; and,

7.5.3 provide that UNRWA shall receive written notice from the Contractor’s insurance carrier not less than thirty (30) days prior to any cancellation or material change of coverage; and,

7.5.4 include a provision for response on a primary and non-contributing basis with respect to any other insurance that may be available to UNRWA.

7.6 The Contractor shall be responsible to fund all amounts within any policy deductible or retention.

7.7 Except for any self-insurance program maintained by the Contractor and approved by UNRWA for purposes of fulfilling the Contractor’s requirements for maintaining insurance under the Contract, the Contractor shall maintain the insurance taken out under the Contract with reputable insurers that are in good financial standing and that are acceptable to UNRWA. Prior to the commencement of any obligations under the Contract, the Contractor shall provide UNRWA with evidence, in the form of certificate of insurance or such other form as UNRWA may

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reasonably require, that demonstrates that the Contractor has taken out insurance in accordance with the requirements of the Contract. UNRWA reserves the right, upon written notice to the Contractor, to obtain copies of any insurance policies or insurance program descriptions required to be maintained by the Contractor under the Contract. Notwithstanding the provisions of Article 7.5.3, above, the Contractor shall promptly notify UNRWA concerning any cancellation or material change of insurance coverage required under the Contract.

7.8 The Contractor acknowledges and

agrees that neither the requirement for taking out and maintaining insurance as set forth in the Contract nor the amount of any such insurance, including, but not limited to, any deductible or retention relating thereto, shall in any way be construed as limiting the Contractor’s liability arising under or relating to the Contract.

8. ENCUMBRANCES AND LIENS: The

Contractor shall not cause or permit any lien, attachment or other encumbrance by any person to be placed on file or to remain on file in any public office or on file with UNRWA against any monies due to the Contractor or that may become due for any work done or against any goods supplied or materials furnished under the Contract, or by reason of any other claim or demand against the Contractor or UNRWA.

9. EQUIPMENT FURNISHED BY UNRWA

TO THE CONTRACTOR: Title to any equipment and supplies that may be furnished by UNRWA to the Contractor for the performance of any obligations under the Contract shall rest with UNRWA, and any such equipment shall be returned to UNRWA at the conclusion of the Contract or when no longer needed by the Contractor. Such equipment, when returned to UNRWA, shall be in the same condition as when delivered to the Contractor, subject to normal wear and tear, and the Contractor shall be liable to compensate UNRWA for the actual costs of any loss of, damage to, or degradation of the equipment that is beyond normal wear and tear.

10. COPYRIGHT, PATENTS AND OTHER PROPRIETARY RIGHTS: 10.1 Except as is otherwise expressly

provided in writing in the Contract, all right, title and interest, including

copyrights, in all works and other materials, whether in written or electronic form and including all derivative works thereof, produced in the performance of this Contract shall be vested exclusively in, and the Contractor shall without further consideration assign, whether as works for hire or otherwise, the same to, UNRWA.

10.2 To the extent that any such intellectual property or other proprietary rights consist of any intellectual property or other proprietary rights of the Contractor: (i) that pre-existed the performance by the Contractor of its obligations under the Contract, or (ii) that the Contractor may develop or acquire, or may have developed or acquired, independently of the performance of its obligations under the Contract, UNRWA does not and shall not claim any ownership interest thereto, and the Contractor grants to UNRWA a perpetual license to use such intellectual property or other proprietary right solely for the purposes of and in accordance with the requirements of the Contract.

10.3 At the request of UNRWA, the

Contractor shall take all necessary steps, execute all necessary documents and generally assist in securing such proprietary rights and transferring or licensing them to UNRWA in compliance with the requirements of the applicable law and of the Contract.

10.4 Subject to the foregoing provisions, all maps, drawings, photographs, mosaics, plans, reports, estimates, recommendations, documents, and all other data compiled by or received by the Contractor under the Contract shall be the property of UNRWA, shall be made available for use or inspection by UNRWA at reasonable times and in reasonable places, shall be treated as confidential, and shall be delivered only to UNRWA authorized officials on completion of work under the Contract.

11. PUBLICITY, AND USE OF THE NAME,

EMBLEM OR OFFICIAL SEAL OF THE UNITED NATIONS OR UNRWA: The Contractor shall not advertise or otherwise make public for purposes of commercial advantage or goodwill that it has a contractual relationship with UNRWA, nor

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shall the Contractor, in any manner whatsoever use the name, emblem or official seal of the United Nations or UNRWA, or any abbreviation of the name of the United Nations or UNRWA in connection with its business or otherwise without the written permission of UNRWA.

12. CONFIDENTIAL NATURE OF DOCUMENTS AND INFORMATION: Information and data that is considered proprietary by either Party or that is delivered or disclosed by one Party (“Discloser”) to the other Party (“Recipient”) during the course of performance of the Contract, and that is designated as confidential (“Information”), shall be held in confidence by that Party and shall be handled as follows: 12.1 The recipient (“Recipient”) of such

Information shall: 12.1.1 use the same care and

discretion to avoid disclosure, publication or dissemination of the Discloser’s Information as it uses with its own similar Information that it does not wish to disclose, publish or disseminate; and,

12.1.2 use the Discloser’s Information solely for the purpose for which it was disclosed.

12.2 The Contractor may disclose Information to the extent required by law, provided that, subject to and without any waiver of the privileges and immunities of UNRWA, the Contractor will give UNRWA sufficient prior notice of a request for the disclosure of Information in order to allow UNRWA to have a reasonable opportunity to take protective measures or such other action as may be appropriate before any such disclosure is made.

12.3 UNRWA may disclose Information to the extent as required pursuant to the Charter of the United Nations, or pursuant to resolutions or regulations of the General Assembly or rules promulgated thereunder.

12.4 The Recipient shall not be precluded from disclosing Information that is obtained by the Recipient from a third party without restriction, is disclosed by the Discloser to a third party without any obligation of confidentiality, is previously known by the Recipient, or at any time is developed by the Recipient completely independently of any disclosures hereunder.

12.5 These obligations and restrictions of confidentiality shall be effective during the term of the Contract, including any extension thereof, and, unless otherwise provided in the Contract, shall remain effective following any termination of the Contract.

13. FORCE MAJEURE; OTHER CHANGES

IN CONDITIONS: 13.1 In the event of and as soon as

possible after the occurrence of any cause constituting force majeure, the affected Party shall give notice and full particulars in writing to the other Party, of such occurrence or cause if the affected Party is thereby rendered unable, wholly or in part, to perform its obligations and meet its responsibilities under the Contract. The affected Party shall also notify the other Party of any other changes in condition or the occurrence of any event which interferes or threatens to interfere with its performance of the Contract. Not more than fifteen (15) days following the provision of such notice of force majeure or other changes in condition or occurrence, the affected Party shall also submit a statement to the other Party of estimated expenditures that will likely be incurred for the duration of the change in condition or the event of force majeure. On receipt of the notice or notices required hereunder, the Party not affected by the occurrence of a cause constituting force majeure shall take such action as it reasonably considers to be appropriate or necessary in the circumstances, including the granting to the affected Party of a reasonable extension of time in which to perform any obligations under the Contract.

13.2 If the Contractor is rendered unable, wholly or in part, by reason of force majeure to perform its obligations and meet its responsibilities under the Contract, UNRWA shall have the right to suspend or terminate the Contract on the same terms and conditions as are provided for in Article 14, “Termination,” except that the period of notice shall be seven (7) days instead of thirty (30) days. In any case, UNRWA shall be entitled to consider the Contractor permanently unable to perform its obligations under the Contract in case the Contractor is unable to

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perform its obligations, wholly or in part, by reason of force majeure for any period in excess of ninety (90) days.

13.3 Force majeure as used herein means any unforeseeable and irresistible act of nature, any act of war (whether declared or not), invasion, revolution, insurrection, terrorism, or any other acts of a similar nature or force, provided that such acts arise from causes beyond the control and without the fault or negligence of the Contractor. The Contractor acknowledges and agrees that, with respect to any obligations under the Contract that the Contractor must perform in areas in which UNRWA is engaged in, preparing to engage in, or disengaging from any operations, any delays or failure to perform such obligations arising from or relating to harsh conditions within such areas, including without limitation closures, strikes and curfews, or to any incidents of civil unrest occurring in such areas, shall not, in and of itself, constitute force majeure under the Contract.

14. TERMINATION:

14.1 Either Party may terminate the Contract for cause, in whole or in part, upon thirty (30) days’ notice, in writing, to the other Party. The initiation of conciliation or arbitral proceedings in accordance with Article 17 “Settlement of Disputes,” below, shall not be deemed to be a “cause” for or otherwise to be in itself a termination of the Contract.

14.2 UNRWA may terminate the Contract at any time by providing written notice to the Contractor in any case in which the mandate of UNRWA applicable to the performance of the Contract or the funding of UNRWA applicable to the Contract is curtailed or terminated, whether in whole or in part. In addition, unless otherwise provided by the Contract, upon sixty (60) day’s advance written notice to the Contractor, UNRWA may terminate the Contract without having to provide any justification therefor.

14.3 In the event of any termination of the Contract, upon receipt of notice of termination that has been issued by UNRWA, the Contractor shall, except as may be directed by

UNRWA in the notice of termination or otherwise in writing:

14.3.1 take immediate steps to bring the performance of any obligations under the Contract to a close in a prompt and orderly manner, and in doing so, reduce expenses to a minimum;

14.3.2 refrain from undertaking any further or additional commitments under the Contract as of and following the date of receipt of such notice;

14.3.3 place no further subcontracts or orders for materials, services, or facilities, except as UNRWA and the Contractor agree in writing are necessary to complete any portion of the Contract that is not terminated;

14.3.4 terminate all subcontracts or orders to the extent they relate to the portion of the Contract terminated;

14.3.5 transfer title and deliver to UNRWA the fabricated or unfabricated parts, work in process, completed work, supplies, and other material produced or acquired for the portion of the Contract terminated;

14.3.6 deliver all completed or partially completed plans, drawings, information, and other property that, if the Contract had been completed, would be required to be furnished to UNRWA thereunder;

14.3.7 complete performance of the work not terminated; and,

14.3.8 take any other action that may be necessary, or that UNRWA may direct in writing, for the minimization of losses and for the protection and preservation of any property, whether tangible or intangible, related to the Contract that is in the possession of the Contractor and in which UNRWA has or may be reasonably expected to acquire an interest.

14.4 In the event of any termination of the Contract, UNRWA shall be entitled to obtain reasonable written accountings from the Contractor

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concerning all obligations performed or pending in accordance with the Contract. In addition, UNRWA shall not be liable to pay the Contractor except for, but without prejudice to UNRWA’s rights under Article 15, those goods delivered and services provided to UNRWA in accordance with the requirements of the Contract, but only if such goods or services were ordered, requested or otherwise provided prior to the Contractor’s receipt of notice of termination from UNRWA or prior to the Contractor’s tendering of notice of termination to UNRWA.

14.5 UNRWA may, without prejudice to any other right or remedy available to it, terminate the Contract forthwith in the event that: 14.5.1 the Contractor is adjudged

bankrupt, or is liquidated, or becomes insolvent, or applies for a moratorium or stay on any payment or repayment obligations, or applies to be declared insolvent;

14.5.2 the Contractor is granted a moratorium or a stay, or is declared insolvent;

14.5.3 the Contractor makes an assignment for the benefit of one or more of its creditors;

14.5.4 a Receiver is appointed on account of the insolvency of the Contractor;

14.5.5 the Contractor offers a settlement in lieu of bankruptcy or receivership; or,

14.5.6 UNRWA reasonably determines that the Contractor has become subject to a materially adverse change in its financial condition that threatens to substantially affect the ability of the Contractor to perform any of its obligations under the Contract.

14.6 Except as prohibited by law, the Contractor shall be bound to compensate UNRWA for all damages and costs, including, but not limited to, all costs incurred by UNRWA in any legal or non-legal proceedings, as a result of any of the events specified in Article 14.5, above, and resulting from or relating to a termination of the Contract, even if the Contractor is adjudged bankrupt, or is granted a moratorium or stay or is declared insolvent. The Contractor shall immediately inform UNRWA of the occurrence of any of the events specified in Article 14.5, above, and shall provide UNRWA

with any information pertinent thereto.

14.7 The provisions of this Article 14 are without prejudice to any other rights or remedies of UNRWA under the Contract or otherwise.

15. REMEDIES OF UNRWA; NON-WAIVER OF RIGHTS: 15.1 In case the Contractor fails to

comply with any term of the Contract, the Contractor shall be liable for all damages sustained by UNRWA, and UNRWA may, after giving the Contractor reasonable notice to perform and without prejudice to any other rights or remedies, exercise one or more of the following rights: 15.1.1 procure all or part of the

service or related goods from other sources;

15.1.2 refuse to accept delivery of all or part of the services or related goods; or

15.1.3 terminate the Contract in accordance with Article 14.1,

and the Contractor shall be liable by reason of default for any loss or damage sustained and additional costs incurred by UNRWA, including without limitation any increase in the price payable by UNRWA resulting from the procurement of the services from other sources and the costs of engaging in such procurement. UNRWA may, without notice to the Contractor, apply to the payment of any such loss, damage or additional costs, by setoff or otherwise, all credits, claims or other amounts, whether or not related to the Contract, at any time owing by UNRWA to the Contractor.

15.2 If the Contractor fails to complete the services within the time for delivery specified in the Contract, UNRWA may, in its sole discretion and without prejudice to its other remedies under the Contract, deduct from the contract price the amount set forth in the Contract for each calendar day of delay until actual delivery which amount shall in no event be less than one percent of the [delivered price of the delayed services], up to a maximum deduction of ten percent of the contract price.

15.3 The failure by either Party to exercise any rights available to it, whether under the Contract or otherwise, shall not be deemed for

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any purposes to constitute a waiver by the other Party of any such right or any remedy associated therewith, and shall not relieve the Parties of any of their obligations under the Contract. All remedies afforded in the Contract shall be taken and construed as cumulative, i.e., in addition to every other remedy provided under the Contract and by law.

16. NON-EXCLUSIVITY: Unless otherwise specified in the Contract, UNRWA shall have no obligation to purchase any minimum quantities of goods or services from the Contractor and UNRWA shall have no limitation on its right to obtain goods or services of the same kind, quality and quantity described in the Contract, from any other source at any time.

17. SETTLEMENT OF DISPUTES: 17.1 AMICABLE SETTLEMENT: The

Parties shall use their best efforts to amicably settle any dispute, controversy, or claim arising out of the Contract or the breach, termination, or invalidity thereof. Where the Parties wish to seek assistance of a neutral third person in their attempt to reach an amicable settlement in a process of conciliation or mediation, such process shall take place in accordance with the Optional Conciliation Rules of the Permanent Court of Arbitration in force at the date of commencement of conciliation or mediation, as the case may be, or according to such other procedure as may be agreed between the Parties in writing.

17.2 ARBITRATION: Any dispute, controversy, or claim between the Parties arising out of or relating to the Contract or the breach, termination, or invalidity thereof, unless settled amicably under Article 17.1 above within sixty (60) days after receipt by one Party of the other Party’s written request for conciliation or mediation, shall be settled by arbitration in accordance with the Permanent Court of Arbitration Optional Rules for Arbitration between International Organizations and Private Parties in force on the date of this Contract (the “PCA Arbitration Rules”). The decisions of the arbitral tribunal shall be based on general principles of international commercial law. The appointing authority shall be designated by the Secretary-

General of the Permanent Court of Arbitration following a written request submitted by either Party. The number of arbitrators shall be three, unless the Parties, in the interest of economy of proceedings, agree that there shall be one arbitrator. The place of arbitration shall be Amman, Jordan. The language to be used in the arbitral proceedings shall be English. The arbitrators must be fluent in that language. The arbitral tribunal shall be empowered to take any measures it deems appropriate, including without limitation, ordering the return or destruction of goods or any property, whether tangible or intangible, or of any confidential information provided under the Contract, ordering the termination of the Contract, or ordering that any other protective measures be taken with respect to the goods, services or any other property, whether tangible or intangible, or of any confidential information provided under the Contract, as appropriate, all in accordance with the authority of the arbitral tribunal pursuant to the PCA Arbitration Rules. The arbitral tribunal shall have no authority to award punitive damages. In addition, unless otherwise expressly provided in the Contract, the arbitral tribunal shall have no authority to award interest in excess of the London Inter-Bank Offered Rate (“LIBOR”) then prevailing, and any such interest shall be simple interest only. The Parties shall be bound by any arbitration award rendered as a result of such arbitration as the final adjudication of any such dispute, controversy, or claim.

18. PRIVILEGES AND IMMUNITIES: Nothing in or relating to the Contract shall be deemed a waiver, express or implied, of any of the privileges and immunities accorded to UNRWA in international law.

19. TAX EXEMPTION: 19.1 Article II, Section 7, of the Convention

on the Privileges and Immunities of the United Nations provides, inter alia, that the United Nations, including its subsidiary organs (including UNRWA), is exempt from all direct taxes, except charges for public utility services, and is exempt from customs restrictions, duties, and charges of a similar nature in respect of articles imported or

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exported for its official use. In the event any governmental authority refuses to recognize the exemptions of UNRWA from such taxes, restrictions, duties, or charges, the Contractor shall immediately consult with UNRWA to determine a mutually acceptable procedure.

19.2 The Contractor authorizes UNRWA to deduct from the Contractor’s invoices any amount representing such taxes, duties or charges, unless the Contractor has consulted with UNRWA before the payment thereof and UNRWA has, in each instance, specifically authorized the Contractor to pay such taxes, duties, or charges under written protest. In that event, the Contractor shall provide UNRWA with written evidence that payment of such taxes, duties or charges has been made and appropriately authorized, and UNRWA shall reimburse the Contractor for any such taxes, duties, or charges so authorized by UNRWA and paid by the Contractor under written protest.

20. OBSERVANCE OF THE LAW: The Contractor shall comply with all laws, ordinances, rules, and regulations bearing upon the performance of its obligations under the Contract. In addition, the Contractor shall maintain compliance with all obligations relating to its registration as a qualified vendor of goods or services to UNRWA; as such obligations are set forth in UNRWA vendor registration procedures.

21. MODIFICATIONS: 21.1 Only the Chief, Procurement and

Logistics Division, or, for local contracts, the Field Office Director in each of UNRWA’s fields of operation, or such other contracting authority as UNRWA has made known to the Contractor in writing, possesses the authority to agree on behalf of UNRWA to any modification of or change in the Contract, to a waiver of any of its provisions or to any additional contractual relationship of any kind with the Contractor. Accordingly, no modification or change in the Contract shall be valid and enforceable against UNRWA unless provided by a valid written amendment to the Contract signed by the Contractor and the Chief, Procurement and Logistics Division, or the Field Office Director (for local contracts), or such other contracting authority.

21.2 If the Contract shall be extended for additional periods in accordance with the terms and conditions of the Contract, the terms and conditions applicable to any such extended term of the Contract shall be the same terms and conditions as set forth in the Contract, unless the Parties shall have agreed otherwise pursuant to a valid amendment concluded in accordance with Article 21.1 above.

21.3 The terms or conditions of any supplemental undertakings, licenses, or other forms of agreement concerning any goods or services provided under the Contract shall not be valid and enforceable against UNRWA nor in any way shall constitute an agreement by UNRWA thereto unless any such undertakings, licenses or other forms are the subject of a valid amendment concluded in accordance with Article 21.1, above.

22. AUDITS AND INVESTIGATIONS: 22.1 Each invoice paid by UNRWA shall

be subject to a post-payment audit by auditors, whether internal or external, of UNRWA or by other authorized and qualified agents of UNRWA at any time during the term of the Contract and for a period of two (2) years following the expiration or prior termination of the Contract. UNRWA shall be entitled to a refund from the Contractor for any amounts shown by such audits to have been paid by UNRWA other than in accordance with the terms and conditions of the Contract.

22.2 The Contractor acknowledges and agrees that, from time to time, UNRWA may conduct investigations relating to any aspect of the Contract or the award thereof, the obligations performed under the Contract, and the operations of the Contractor generally relating to performance of the Contract. The right of UNRWA to conduct an investigation and the Contractor’s obligation to comply with such an investigation shall not lapse upon expiration or prior termination of the Contract. The Contractor shall provide its full and timely cooperation with any such inspections, post-payment audits or investigations. Such cooperation shall include, but shall not be limited to, the Contractor’s obligation to

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make available its personnel and any relevant documentation for such purposes at reasonable times and on reasonable conditions and to grant to UNRWA access to the Contractor’s premises at reasonable times and on reasonable conditions in connection with such access to the Contractor’s personnel and relevant documentation. The Contractor shall require its agents, including, but not limited to, the Contractor’s attorneys, accountants or other advisers, to reasonably cooperate with any inspections, post-payment audits or investigations carried out by UNRWA hereunder.

23. LIMITATION ON ACTIONS: 23.1 Except with respect to any

indemnification obligations in Article 6, above, or as are otherwise set forth in the Contract, any arbitral proceedings in accordance with Article 17.2, above, arising out of the Contract must be commenced within three years after the cause of action has accrued.

23.2 The Parties further acknowledge and agree that, for these purposes, a cause of action shall accrue when the breach actually occurs, or, in the case of latent defects, when the injured Party knew or should have known all of the essential elements of the cause of action, or in the case of a breach of warranty, when tender of delivery is made, except that, if a warranty extends to future performance of the goods or any process or system and the discovery of the breach consequently must await the time when such goods or other process or system is ready to perform in accordance with the requirements of the Contract, the cause of action accrues when such time of future performance actually begins.

24. ADDITIONAL WARRANTIES: 24.1 The Contractor represents and

warrants that: 24.1.1 it has not and shall not offer

any direct or indirect benefit arising from or related to the performance of the Contract or the award thereof to any representative, official, employee, or other agent of UNRWA.

24.1.2 neither it, its parent entities (if any), nor any of the Contractor’s subsidiary or

affiliated entities (if any) is engaged in any practice inconsistent with the rights set forth in the Convention on the Rights of the Child, including Article 32 thereof, which, inter alia, requires that a child shall be protected from performing any work that is likely to be hazardous or to interfere with the child’s education, or to be harmful to the child’s health or physical, mental, spiritual, moral, or social development.

24.1.3 neither it, its parent entities (if any), nor any of the Contractor’s subsidiaries or affiliated entities (if any) is engaged in the sale or manufacture of anti-personnel mines or components utilized in the manufacture of anti-personnel mines.

24.1.4 it shall take all appropriate measures to prevent sexual exploitation or abuse of anyone by its employees or any other persons engaged and controlled by the Contractor to perform any services under the Contract. For these purposes, sexual activity with any person less than eighteen years of age, regardless of any laws relating to consent, shall constitute the sexual exploitation and abuse of such person. In addition, the Contractor shall refrain from, and shall take all reasonable and appropriate measures to prohibit its employees or other persons engaged and controlled by it from exchanging any money, goods, services, or other things of value, for sexual favors or activities, or from engaging any sexual activities that are exploitive or degrading to any person. UNRWA shall not apply the foregoing standard relating to age in any case in which the Contractor’s personnel or any other person who may be engaged by the Contractor to perform any services under the Contract is married to the person less than the age of eighteen years with whom sexual activity has occurred and in which such marriage is recognized as valid under the laws of the country of citizenship of such Contractor’s personnel or such other person who may be engaged by the Contractor to perform any services under the Contract.

24.1.5 neither it, its parent entities (if any), nor any of the Contractor’s subsidiary, affiliated entities (if any) or suppliers is engaged in any transactions with, and/or the provision of resources and support

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to, individuals and organizations associated with, receiving any type of training for, or engaged in, any act or offense described in Article 2, Sections 1, 3, 4 or 5 of the International Convention for the Suppression of the Financing of Terrorism, adopted by the General Assembly of the United Nations in Resolution 54/109 of 9 December 1999.

24.2 The Contractor acknowledges and agrees that the provisions of Article 24.1 constitute an essential term of the Contract and that breach of any such representation and warranty shall entitle UNRWA to terminate the Contract immediately upon notice to the Contractor, without any liability for termination charges or any other liability of any kind.

25. BANK GUARANTEE: If specifically requested by UNRWA, prior to the signature of the Contract, the Contractor shall provide a banker’s guarantee from a bank acceptable to UNRWA in the form, amount and manner prescribed by UNRWA.

26. NOTICE AND OTHER FORMALITIES: 26.1 Service of any notice referred to in

the Contract or arising therefrom shall be deemed to be valid if sent by registered mail, or by cable, or by hand against authorized signature on receipt, to the address of the Party concerned as set forth in the Contract.

26.2 It is expressly agreed that UNRWA shall have the right to enforce these General Conditions without the necessity of resorting to service of summons, mise en demeure, notarial notice, and without any legal formalities or court proceedings of any kind whatsoever; it is being further agreed that the notice provided for in the preceding paragraph is adequate for all purposes notwithstanding any provision of applicable law to the contrary.

27. SEVERABILITY: If any term, covenant, or condition of this Contract or the application thereof to any person or circumstance shall to any extent be determined to be invalid or unenforceable, the remainder of this Contract, or the application of such term, covenant or condition to persons or circumstances other than those as to which it is held invalid or unenforceable, shall not be affected thereby and each term, covenant, or condition of this Contract shall remain valid and be enforced to the fullest extent possible.

ANNEX C

SERVICE CONTRACT TEMPLATE This Service Contract is made this ___ day of _______ 201_, by and between the United Nations Relief and Works Agency for Palestine Refugees in the Near East (“UNRWA”) and [name] , [street address] [city] [country] (the “Contractor”). Background

[Description of project background]. The purpose of the present arrangement is to assure the provision of technical services to UNRWA in relation to [those project activities]. The Contractor, representing that it is fully qualified and has the necessary expertise and resources to effectively and efficiently provide the same, wishes to provide those services as set forth in, and in accordance with, the terms of this Service Contract.

NOW, THEREFORE, in consideration of the premises, the representations and obligations contained herein and other good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, the Parties agree as follows: 1. DEFINITIONS AND INTERPRETATION.

1.1 Defined Terms. In addition to terms elsewhere defined in this Service Contract, the following terms shall have the meanings provided for the purpose of this Service Contract:

1.1.1 “Delivery Schedule” means the schedule for the delivery of Services as set forth in attached Annex 3.

1.1.2 “General Conditions” means UNRWA’s General Conditions of Contract for

Procurement of Services, attached as Annex 1. 1.1.3 “Party” means each of, and “Parties” means collectively, UNRWA and the

Contractor. 1.1.4 “Payment Schedule” means the schedule of payments, corresponding to the

delivery of Services, as set forth in attached Annex 3. 1.1.5 “Proposal” means the Contractor’s proposal dated ________ and attached as

Annex 4. 1.1.6 “Section” means the referenced section of this Service Contract.

1.1.7 “Services” means the services and deliverables described in the Terms of

Reference.

1.1.8 “Terms of Reference” or “ToR” means description of the Terms of Reference attached as Annex 2.

1.2 Interpretation. As used in the Service Contract: 1.2.1 The documents referred to below are intended to be mutually explanatory; provided, however, in case of ambiguity, discrepancy or inconsistency among them, the following order of priority shall apply except to the extent a term contained in a higher-listed document is specifically superseded by the express terms of a lower-listed document: 1.2.1.1 This Service Contract, but excluding the General Conditions, Terms of Reference and Proposal.

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1.2.1.2 The Terms of Reference. 1.2.1.3 The General Conditions. 1.2.1.4 The Proposal. 1.2.2 The numbers and titles of the Sections are for reference only and shall not be deemed to modify or construe the contents of the Section. 1.2.3 Where applicable, reference to the singular includes the plural. 2. DURATION OF THIS AGREEMENT. The Service Contract shall be effective upon signing and shall end upon completion of the last obligation arising hereunder. 3. OBLIGATIONS OF THE CONTRACTOR. The Contractor, representing and warranting that all statements made in connection with its Proposal and as otherwise provided herein are true and correct in all material respects and do not fail to include any matter necessary to make the statements contained therein not misleading, covenants to deliver the Services, and provide all related personnel, materials and other support as may be necessary therefore, in accordance with this Service Contract. 3.1 In General. The Services shall be delivered in a professional and workmanlike manner in accordance with the terms and conditions of this Service Contract. Without limiting the generality of the foregoing –

3.1.1 The Contractor shall conduct its operations with due diligence and efficiency, in conformity with the highest industry standards for technical, financial, managerial and administrative practices, and in a manner that at all times protects the interests of UNRWA.

3.1.2 The Contractor shall at all times during the term of this Service Contract

retain for the purpose of delivering the Services all such staff possessing the technical and professional qualifications and competencies necessary to deliver the Services and perform the obligations of the Contractor under this Service Contract.

3.1.2.1 Notwithstanding the foregoing, the Contractor shall, upon 30 days’ notice from UNRWA, terminate in respect of the Services of any personnel determined to have performed unsatisfactorily or otherwise failed to conform to required standards of conduct as set forth in this Service Contract; provided, however, UNRWA may, notwithstanding the notice requirements of this Section, request the immediate termination of the services of any personnel, and limit the access thereof to UNRWA premises, in the event of a serious breach of the duties and obligations of such personnel and where such remedial action is reasonably determined by UNRWA to be required in the interest of the delivery of the Services.

3.1.2.2 All persons retained by the Contractor shall at all times be deemed the employees, agents, contractors or subcontractors of the Contractor and shall in no event be considered to be employees or agents of UNRWA or as having any of the privileges or immunities of the United Nations or its staff. 3.2 Delivery of Services. The Contractor shall deliver the Services as set forth in the ToR and the following:

3.2.1 The Contractor shall commence the Services not later than ________________ 201_.

3.2.2 The Contractor shall deliver the Services in accordance with the Delivery Schedule.

3.3 Use of UNRWA Resources. The Contractor shall utilize all funds, supplies and equipment provided by UNRWA in accordance with the following:

3.3.1 All equipment, non-expendable materials, supplies and other property

furnished or financed by UNRWA under the Service Contract shall remain the property of UNRWA and, unless otherwise agreed by the parties, shall be returned to UNRWA upon the completion of the Services, and -

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3.3.1.1 The Contractor shall not cause or permit any lien, claim or other

encumbrance to attach to any equipment, non-expendable materials, supplies and other property furnished or financed by or on behalf of UNRWA under the Service Contract.

3.3.1.2 The Contractor shall promptly report to UNRWA each loss, damage or theft of supplies, equipment, non-expendable materials and other property provided to the Contractor under the Service Contract by or for the benefit UNRWA.

3.3.1.3 The Contractor shall maintain, and shall promptly transfer to UNRWA immediately upon completion of the Service, complete and accurate records with respect to all funds, supplies and equipment received from or on behalf of UNRWA under the Service Contract.

3.3.2 Access to and use of UNRWA facilities and premises by the Contractor and its personnel and contractors shall at all times be subject to UNRWA’s rules and regulations relating to such use, including, but not limited to, those relating to security.

3.4 Records. In addition to all other reporting requirements elsewhere contained in the Service Contract:

3.4.1 The Contractor shall at all times and for a period of 3 years following the

completion of the Project maintain progress, financial and other statements, records and reports in respect of the delivery of the Service and this Service Contract.

3.4.2 Upon reasonable notice, all such records and documents maintained by the Contractor in connection with the delivery of the Services and of this Service Contract, including with respect to the administration and operations of the Contractor, shall be made available for inspection, review and copying by UNRWA or its designee.

3.5 Failure to Complete Services. If the Contractor fails to complete the services within

the time for delivery specified in this Service Contract, UNRWA may, in its sole discretion and without prejudice to its other remedies under this Service Contract, deduct from the contract price USD 100 for each calendar day of delay until actual delivery up to a maximum deduction of ten percent of the contract price.

4. OBLIGATIONS OF UNRWA. In connection with the delivery of the Services by the Contractor in accordance with the terms of the Service Contract:

4.1 Facilities. To facilitate and support the delivery of the Services by the Contractor, UNRWA shall, directly or on its behalf, provide in connection with the delivery of the Services:

4.1.1 Relevant financial, technical, statistical and operational data and other inputs necessary for the delivery of the Services.

4.1.2 Transportation and, in the event the need arises, otherwise facilitate the

movement of personnel within UNRWA’s areas of operation. 4.1.3 Access to UNRWA facilities consistent with requirements for the delivery of

the Services, including, as applicable, the issuance of UNRWA grounds passes.

4.1.4 Such measures (including but not limited to escort when travelling) as may be reasonably necessary to assure the personal security of the Contractor’s personnel and their property.

4.1.5 Such other services support as may be reasonably available in the UNRWA facilities at which the personnel of the Contractor are operating.

4.2 Payment. In full consideration for the delivery of the Services in accordance with the

terms of the Service Contract, UNRWA shall pay to the Contractor as set forth below: 4.2.1 UNRWA shall pay the Contractor the amount of USD _______, in accordance with the Payment Schedule and this Section 4.2.

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4.2.2 The Contractor shall submit to UNRWA an invoice corresponding to the

Services delivered during the period represented by the invoice as set forth in the Delivery Schedule, including a certification by the Contractor that for the period of payment the Contractor has delivered the Services in accordance with this Service Contract, together with all such supporting documentation as may be required by UNRWA with respect thereto.

4.2.3 UNRWA shall, within 30 days following the receipt from the Contractor of

each invoice, pay the invoiced amounts subject to the following -

4.2.3.1 Each invoice shall be subject to certification by UNRWA of the delivery of Services associated with the invoice and the amounts contained in the invoices, and UNRWA may make corrections to the amounts set forth in the Contractor’s invoices and effect payment for the amounts so corrected and certified. 4.2.3.2 In the event of any dispute with respect to an invoice submitted by the Contractor, UNRWA shall notify the Contractor within 15 days following receipt of the invoice setting forth the basis for the dispute and the amount of the invoice subject to the dispute. 4.2.3.2.1 UNRWA and the Contractor shall consult in good faith to promptly resolve outstanding issues with respect to any such disputed invoice. 4.2.3.2.2 In cases of dispute regarding only a portion of a Contractor’s invoice, UNRWA shall pay the Contractor the amount of the undisputed portion within 30 days of the receipt thereof. 4.2.3.2.3 Once a dispute regarding an invoice or a portion thereof has been resolved, UNRWA shall pay the Contractor within 30 days following the resolution of such dispute. 4.2.4 Payments effected by UNRWA to the Contractor shall neither relieve the Contractor of its obligations under this Contract nor constitute acceptance by UNRWA of the Contractor’s performance of the Services.

4.2.5 UNRWA shall deposit the amounts payable to the Contractor in accordance with this Section by electronic transfer to:

Bank name: Bank Address: Account name: Account number: SWIFT Code:

4.2.6 Except as otherwise expressly set forth in the Service Contract, the

Contractor shall bear all costs associated with the delivery of the Services, including but not limited to all income and other taxes, all utilities and consumables, third-party licenses and costs of staff and contractors (including salaries, workers compensation, life, health and disability insurance, travel costs, allowances and other benefits to which they are entitled in accordance with the applicable terms of service with the Contractor and applicable law). 5. MISCELLANEOUS.

5.1 Waiver. No waiver, or waiver of any breach, of any provision of this Service Contract shall be deemed to be a waiver of any other provision or of any future breach of that provision.

5.2 Notice. Any required or permitted notice, consent or approval shall be effective only

upon delivery in writing by hand or by telefax transmission to the following address of the other or such other address as may be specified by similar notice – UNRWA: the Contractor: Facsimile: + Facsimile: +

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5.3 Applicable Law. This Service Contract shall be governed by and construed in accordance with general principles of international commercial law. If any term, covenant, or condition of this Service Contract or the application thereof to any person or circumstance shall to any extent be determined to be invalid or unenforceable, the remainder of this Service Contract, or the application of such term, covenant or condition to persons or circumstances other than those as to which it is held invalid or unenforceable, shall not be affected thereby and each term, covenant, or condition of this Service Contract shall remain valid and be enforced to the fullest extent possible.

5.4 Counterparts. This Service Contract may be signed in one or more counterparts, each

of which shall be deemed to be an original. 5.5 Entire Agreement. This Service Contract and its annexes may be modified or amended

only upon the written agreement of the parties, and this Service Contract and its annexes, as amended, represent the entire agreement and understanding between the parties with respect to the subject matter hereof. IN WITNESS WHEREOF, the parties have signed this Service Contract on_________ 200_. United Nations Relief and Works Agency [Contractor] for Palestine Refugees in the Near East _________________________________ _________________________ [name] [name] [title] [title] Witness Witness _________________________________ _________________________ [name] [name] [title] [title] Annex 1: General Conditions Annex 2: Terms of Reference Annex 3: Delivery and Payment Schedule Annex 4: Proposal

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ANNEX D STATEMENT OF WORK (SOW)

SAP Technical and Application Management UNRWA Information Management Division

Identification Document Identification

Author Document Location (repository/path/name)

REACH Program Director

Version Status Date Classification

- Final Draft 13 Oct 2015 UNRELEASED

Revision History

Applies to Rev. Date Author Change Description

- 3 Sep 2015 REACH Initial Draft

1 21 Sep 2015 REACH Integrate Support Calls and conditional items into RFP

2 10 Oct 2015 REACH Incorporate other comments

3 13 Oct 2015 REACH Final Draft

References/Direct Sources

Date Author Reference

15 Jan 2015 Capgemini Annex 2 – UNRWA ERP Project Technical Architecture Master Document

31 Aug 2015 UNGSC Annex 3 - A.7 - SAP Systems Master List - V1.6.xlsx

17 Jun 2015 REACH Annex 4 – REACH Support Call Guide

22 Dec 2014 Capgemini Annex 5 - UNRWA ERP Project Operation Procedures (As-is; applies to SAP Technical Operations)

21 Sep 2015 REACH Annex L – Technical Proposal Template

21 Sep 2015 REACH Annex 7 – Financial Proposal Template

21 Sep 2015 REACH Annex 8 - Technical Evaluation Criteria

02 Jun 2015 REACH Annex 9 - REACH _OpsGovManual_v 2.0_Final

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Table of Contents

1 Introduction .................................................................................................................................... 27 1.1 About UNRWA ...................................................................................................................... 28 1.2 About the REACH System .................................................................................................... 28 1.3 Scope of this SoW ................................................................................................................. 29 1.4 Period of Performance .......................................................................................................... 29 1.5 Definitions of Key Terms ....................................................................................................... 30

2 REACH Technical Operations ....................................................................................................... 31 2.1 SAP Basis and Other Technical Component Monitoring ...................................................... 31 2.2 SAP Basis Administration ..................................................................................................... 32

2.2.1 Change Control Procedures .............................................................................................. 32 2.2.2 Enhancement Packages ................................................................................................... 32

2.3 Citrix Operations and Technical Support .............................................................................. 33 2.4 Incident and Fault Management ............................................................................................ 33 2.5 Reporting ............................................................................................................................... 34

3 REACH Application Management ................................................................................................. 35 3.1 Application Management Scope of Responsibilities and Terms of Service .......................... 35 3.2 Application Management Service .......................................................................................... 36

4 REACH Business Process Operations Support ............................................................................ 38 4.1 Service Delivery Manager ..................................................................................................... 38 4.2 Functional Domain Experts/Analysts (FDE) .......................................................................... 38 4.3 Service Approach .................................................................................................................. 39

4.3.1 Option 1: Full Onsite Support, SDM and FDEs ................................................................. 39 4.3.2 Option 2: Onsite SDM only, no FDEs ................................................................................ 39

5 Service Management Requirements ............................................................................................. 41 5.1 Governance ........................................................................................................................... 41 5.2 Resourcing ............................................................................................................................ 41 5.3 Tracking, Reporting and Status Meetings ............................................................................. 41 5.4 Knowledge Transfer .............................................................................................................. 42

6 Service Logistics ........................................................................................................................... 42 6.1 Onsite Living .......................................................................................................................... 42 6.2 Travel .................................................................................................................................... 42

6.2.1 Onsite Resources .............................................................................................................. 42 6.2.2 Offsite Resources .............................................................................................................. 42

6.3 Computers ............................................................................................................................. 42 6.3.1 Onsite Resources .............................................................................................................. 42

6.4 Access to UNRWA’s Hosting Environment ........................................................................... 42 7 Appendix 1 –Support Coverage .................................................................................................... 43 8 Appendix 2: Performance Report Metrics ..................................................................................... 44 9 Appendix 3 –Severity Matrix and Response Times ...................................................................... 48 10 Appendix 4 – Other Operations Reports ................................................................................... 49 11 Appendix 5 – SAP Modules and Components in Use............................................................... 51 12 Appendix 6 – FRICE Objects .................................................................................................... 52

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1 Introduction 1.1 About UNRWA Following the 1948 Arab-Israeli conflict, UNRWA was established by United Nations General Assembly resolution 302 (IV) of 8 December 1949 to carry out direct relief and works programmes for Palestine refugees. The Agency began operations on 1 May 1950. In the absence of a solution to the Palestine refugee problem, the General Assembly has repeatedly renewed UNRWA's mandate, most recently extending it until 30 June 2017. UNRWA is unique in terms of its long-standing commitment to one group of refugees. It has contributed to the welfare and human development of four generations of Palestine refugees, defined as “persons whose normal place of residence was Palestine during the period 1 June 1946 to 15 May 1948, and who lost both home and means of livelihood as a result of the 1948 conflict.” The descendants of Palestine refugee males, including legally adopted children, are also eligible for registration. UNRWA services are available to all those living in its areas of operations who meet this definition, who are registered with the Agency and who need assistance. When the Agency began operations in 1950, it was responding to the needs of about 750,000 Palestine refugees. Today, some 5 million Palestine refugees are eligible for UNRWA services. UNRWA’s services include:

Education: Over 700 schools with 23,000 staff, teaching almost 500,000 students.

Health: 123 primary care health clinics with 3,000 staff, serving over 3 million refugees.

Relief and Social Services: 170 centers and funds with 900 staff serving almost 300,000 of the most at-risk refugees.

Infrastructure & Camp Improvement: Construction and improvement of 58 camps and other infrastructure, addressing approximately one-third of UNRWA’s 5 million registered refugees.

Microfinance: Over 300,000 loans awarded to households, entrepreneurs and small-business owners within UNRWA’s refugee base.

UNRWA operates with two HQ locations and five Field locations:

HQ: Amman (primary); Gaza (additional support staff)

Jordan (Amman)

West Bank (Jerusalem)

Syria (Damascus)

Lebanon (Beirut)

Gaza Within each Field, there are a varying number of Area Offices and other locations to deliver the services UNRWA provides to its beneficiaries. 1.2 About the REACH System The REACH system is based on SAP ECC 6.0, Enhancement Package 6 (EhP6), SAP GUI 7.3. Other key components being used include SAP Business Objects (BO) 4.1 and Business Planning and Consolidation (BPC) 10.1. The database technology is Microsoft SQL Server 2012. Details of the specific components, their versions, and the infrastructure are provided in Annex II, REACH Landscape. The REACH system has been live in production since April 2015. REACH’s Functional Scope includes:

Public Sector: Grants (GM), Projects (PS), Budgets (CO, FM)

Finance: Accounts, Treasury, Assets

Procurement and Logistics (MM, WM and SD)

Human Resources: OM, PA, PY (including NPO, EVE), TM, Nakisa The primary end-user departments within UNRWA are the Departments of Planning, Finance, Human Resources, and Administrative Support (Procurement and Logistics Division). In addition, users are based within the services Departments as well as the Fields. There are currently 1,250 SAP Professional Licenses in place, with about 400 active/regular users. It is expected that the number of Professional Licenses will be decreased to be more in line with regular and occasional users by the end of 2015. The REACH solution is hosted at the data centers of the UN Global Service Center (UNGSC). The primary hosting environment is located in Valencia, Spain. The secondary Disaster Recovery (DR) site is located in Brindisi, Italy. This secondary site also serves to manage REACH’s development and test instances.

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In addition to the core SAP infrastructure, an “Integration Hub” provides the solution to integrate SAP with external applications. This Hub is also used as UNRWA’s enterprise integration framework, to provide master data management (MDM) services and application integration. It is based on WSO2, Talend, and MS SQL Server. UNRWA has created a bespoke time management web application (e-TM) that is used for time reporting, leave request and approval, and pay slip distribution to UNRWA’s more than 30,000 staff. The e-TM application is based on Microsoft .Net, and integrates bi-directionally with SAP using web services. 1.3 Scope of this SoW The purpose of this SoW is to select a partner to provide technical and application management services for UNRWA’s REACH application. This overall view of responsibilities and the specific scope of the Contractor UNRWA is seeking is summarized at the high level in the below figure:

The responsibilities for the full hosting infrastructure (“up to the OS level”), the performance of the wide area network, and Tiers 1 and 2 user support are not within the scope of this SoW, and are the responsibilities of the participants highlighted in the above figure. However, Tier/Level 3 support provided by the contractor is expected to support UNRWA Tier/Level 2 support to resolve issues as the main interface between Level 2 and 3 issues. The Contractor shall work closely with these other parties and expect to be be consulted and informed of activities on a regular basis, plus requested to be available to collaborate on incident, problem, error, and change resolution where these partners might need SAP expert support. Therefore, the key areas of Contractor responsibility include:

REACH Technical Operations: The overall health and performance of the SAP solution technical components, including the WSO2-based “Integration Hub”.

REACH Application Management: The process maintenance, configuration, development, break‐fix, test, and implementation across the full scope of the REACH solution. The scope of this work includes all the technical components of SAP, included but not limited to customizing, ABAP code, Data definition, Custom table maintenance, Roles and profiles, OSS notes implementation, etc.

REACH Business Process Operations Support: The relationship with the UNRWA business process owners; management of all Blueprint and related documentation, and primary liaison with the REACH Application Management team to ensure that REACH continues to support the needs of the user community.

1.4 Period of Performance The contract is expected to commence 01 April 2016 and continue initially through 31 May 2019 as follows:

Time Period Activities

First 2 months from contract signature

Initiation / Ramp-up / Knowledge Transfer

36 months after the end of the initiation period

Performance of Services in this SoW

12 + 12 months after the completion of the first period of performance

(Option years, if extended) Performance of Services in this SoW; extension will be awarded 12 months at a time, at the same terms and conditions of the awarded contract.

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The service provided will be monitored as described in the relevant chapter, formal performance reviews will be conducted on a quarterly basis. If the provider does not meet SLA targets for any one-month period within each quarter, there shall be a one-quarter Improvement Period to achieve SLA targets. If at the end of that Improvement Period targets remain unmet, UNRWA shall have the right to terminate the agreement with damages, effective 30-days after the second quarter of non-performance. UNRWA will communicate the intention to extend the contract 6 months before its expiration date and the Bidder agrees to accept the extension at the same conditions stated in the original offer. This acceptance, part of the terms and conditions for this contract, must also be explicitly stated in the bidder proposal. 1.5 Definitions of Key Terms

Term Definition

System/REACH System

Comprehensive all inclusive term that encompasses the UNRWA entire existing REACH SAP + Extended environment as described herein including, but not limited to, all related software, processes, configurations, customizations, interfaces, and add-ons required to satisfy Agency needs. This is the system the Contractor shall maintain and support as of day 1 and is defined as anything in production as of that date. Effective with the UNRWA’s “Approval to Proceed”, all enhancements, fixes, releases and version upgrades are considered to be added to the System; thereby creating a new baseline application inclusive in the scope of this Statement of Work (SoW).

Incident Occurs when the application does not function according to design and the cause is known. Incident management shall:

Detect and record incidents;

Classify incidents;

Provide initial incident support;

Prioritize incidents based on impact and urgency;

Investigate and diagnose incidents;

Resolve incidents and recover service as per agreed service levels;

Close incidents;

Maintain ownership, monitoring, tracking and communications about incidents;

Provide management information about Incident Management quality and operations.

Problem Occurs when the application does not function according to design and the cause is not known.

Known Error Occurs when the root cause of a Problem has been discovered but not yet resolved. It is then resolved using the Incident process.

Corrective Maintenance

Restoring application functionality, as per design, in response to incidents or problems:

Fixes: Defect or Problem Resolution Changes required providing user functionality. All efforts to remain current and apply fixes shall be included within the service offering and pricing. Under current SAP terminology, this includes, in addition to modifications to customizing or ABAP code, all SAP provided remedies such as, but not limited to, SAP Notes.

Release: Minor Release that delivers a set of non-urgent fixes. All efforts to remain current and apply releases regardless if they are to the Application are considered part of the “SYSTEM” and shall be included within the service offering and pricing. Under current SAP terminology, this includes all SAP provided remedies such as, but not limited to, Support Packages.

Preventative Maintenance

Permanently removing known errors from the application before the associated problem symptoms cause application disruption through Corrective Maintenance and other means.

Adaptive Maintenance Aligning the system behavior to changes in the business practices and procedures of the Agency, to ensure constant alignment between REACH and business procedures and rules, including but not limited to payroll updates.

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Term Definition

Evolutionary Maintenance

Adding new functions/module to the system to fulfil new sets of requirements to support business model evolution.

2 REACH Technical Operations This Task Group shall be performed by offsite resources. The partner will fully manage the database and SAP Basis layers of the UNRWA SAP solution. In addition, the partner will be responsible for the management and operations of the Integration Hub, which connects SAP with software applications external to SAP. The following sections provide descriptions of the required services. The primary goal of REACH Technical Operations is to ensure the operability of the solution. Operability is the ability to maintain IT systems in a functioning and operating condition, guaranteeing systems availability and required performance levels to support the execution of the enterprise’s business operations. The REACH Technical Operations processes also include the management of change requests across the full Landscape and providing support to the REACH Application Management team to be able to accept subsequent releases into Production. It also includes the continuous monitoring of solution performance and highlight to the REACH Application Management team areas where optimization is required. REACH Technical Operations is a portion of the overall services required to maintain the UNRWA SAP solution. In order to operate cohesively within the overall support organization, the REACH Technical Operations team will be responsible for change management of the system layers under their control, as well as reporting on the technical status of the system and the quality of the services they provide. The core services provided under REACH Technical Operations include:

SAP Basis and Other Technical Component Monitoring;

SAP Basis Administration;

Incident and Fault Management;

Reporting. Services shall be delivered with by the partner according to a service level agreement. The level of service will be defined by the following criteria, including but not limited to:

Service availability;

Incident resolution;

System performance and utilization. Inputs Provided by UNRWA for this Task Group shall include:

Ticketing system to be used for all service request and incident management;

Access to UNRWA’s SAP Support Account as required.

Designation of a technical point of contact at UNRWA’s hosting provider UNGSC REACH Technical Operations, in addition to ensuring the achievement of the above mentioned SLAs, shall respond to Incidents, Problems and Changes via the SLA defined in Appendix 3 –Severity Matrix and Response Times. 2.1 SAP Basis and Other Technical Component Monitoring The Monitoring Service requirements include monitoring of the database, and application layers of the UNRWA solution as described above. Monitoring and the ability to respond to an incident or fault shall be performed on a 24x7 basis, 7 days a week. The core services in this category include:

a) Process monitoring, analysis and response time analysis; b) Batch job monitoring for core jobs; c) Process Integration monitoring for interfaces to external systems; d) Dump monitoring and analysis, including the proposal and execution of corrective actions; e) SAP Services including Early Watch reports analysis and execution; f) Check the availability of SAP applications;

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g) Check the availability and consistency of the backup process/outputs; h) Monitor the correct operational functioning of the basic components; i) Check for proper performance of the activities planned for the maintenance of the system; j) Monitoring system load; k) Monitoring of prints (availability device management and spool); l) Monitoring the availability and consistency of the database; m) Monitoring and control of resources occupied machine (RAM and CPU); n) Monitoring disk space and capacity allocation for the databases.

The above scope of monitoring tasks’ data shall be available via the Reporting requirements of the REACH Technical Operations section. 2.2 SAP Basis Administration SAP Basis Administration requirements in this context cover standard Basis administration needs for the UNRWA SAP Systems described above. These services are applicable to all SAP systems described in this document, including ECC, Business Warehouse, Business Objects, Solution Manager, and other related systems/components. The core services in this category include but are not limited to:

Overall responsible for SAP Basis administration and configuration;

Corrective and Preventative Maintenance of the SAP Landscape;

Mounts and reports resulting from the activity of monitoring;

SAP client copies, instance management and system refreshes;

Integrity and interfacing of the system - category includes activities such as, dump analysis system log, trace management, configuration management, connection RFC and remote connections;

DB Administration - category includes activities such as statistical tables, rebuild indexes, table spaces and rollback segment management, reorganization DB;

File system administration;

Transport /Release Management and systems alignment - category includes activities such as configuration and management of the transport system (TMS) to import the changes, including the synchronization of Production, Development, Quality Assurance, Training and Staging Environments;

Manage job scheduling - category includes activities such as job scheduling for periodic tasks in the system or different program interfaces and application procedures at night, analysis of errors and exceptions;

Management SAP Notes - Connection Management to support the resolution of problems for systems for which intervention is required in SAP;

Performance and Tuning - category includes activities such as, analysis / optimization transactions, and configuration of system components to ensure the proper functioning of applications operating in accordance with the service level (SLA) requirements to improve them, including Basis, DB, and other components;

Administration Security and User Management - category includes activities such as, management license key, creating SAP users and association roles and profiles, change security parameters;

Application of SAP Notes, Patches, and Support Packages related to UNRWA’s SAP landscape including updating and upgrading of all components (DB, SAP, and related software);

Installation and Upgrade - category includes activities such as install and configure SAP applications, SAP upgrade instances and MS SQL Server DBs, and maintain technical and operations documentation;

Non Standard service request: e.g., requests for support in fixing application performance problems, analyzing users’ behavior, support to capacity planning, etc.

The selected partner will be providing a portion of the overall services required to maintain the UNRWA SAP solution. In order to operate cohesively within the larger support organization, the partner will be responsible for change management of the system layers under their control, as well as reporting on the technical status of the system and the quality of the services they provide. 2.2.1 Change Control Procedures Proper management of the UNRWA SAP solution will require implementation of robust Change Control procedures.

All changes with respect to all in‐scope SAP and non‐SAP environments and components must be approved by UNRWA, whether initiated by the partner or UNRWA. The partner will implement the changes according to mutually

pre‐agreed processes and procedures that will be defined within the first 3 months of operations. Changes to be considered within the scope of the required services are listed in this section and will be managed via UNRWA’s Service Desk ticketing system. It is envisioned that the current operational change procedures currently in place would continue to be used. However, at the mutual agreement of the parties, these procedures could be updated.

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2.2.2 Enhancement Packages Note that UNRWA’s current version of SAP is ECC 6.0 EhP 6. In the event that UNRWA elects to implement an Enhancement Package during the course of the period of performance of this SoW, it would be a separately quoted and managed project and considered outside of this scope of work. The Vendor should be available to perform this task upon UNRWA’s request and produce an estimate and a plan for any EhP upgrade, within the scope of this contract. In this process, UNRWA will not pay for the provider to create a proposal, and UNRWA is not obligated to enter into a separate Statement of Work to implement the EhP upgrade. 2.3 Citrix Operations and Technical Support Currently, 40% of the UNRWA SAP landscape (in terms of virtual machines) comprises a Citrix farm. While UNRWA retains responsibility for Citrix user account administration and end-user client Citrix Receiver installation and support, the scope of this technical management is for everything else and includes:

1. Continued infrastructure support (up through the VM/OS) on all Citrix machines per the current SLA with UNGSC

2. Monitor the Citrix environment to ensure the Citrix Farm is running and functioning properly

3. Identify and correct any performance issues on the Citrix farm. 4. Apply Citrix and software dependent technical updates, patches, service packs, etc. when released 5. Ensure that VM/OS technical maintenance performed by UNGSC on the Citrix hosts is coordinated with the

SAP Basis support team designated by UNRWA to ensure no compatibility issues arise 6. Ensure that SAP technical maintenance performed by the SAP Basis support team is coordinated to ensure

no compatibility issues arise between SAP GUI and Citrix 7. Interact with UNRWA IT support team for AD (Active Directory) integration and accounts/user management,

Network, Printers, desktop layer integration, etc., as needed to ensure a fully functioning up-to-date environment.

8. Issue periodic status reports on Citrix performance, issues/incidents, and remediation per other reporting requirements of the current SLA.

2.4 Incident and Fault Management

UNRWA will require robust and cost‐effective Incident Management processes. The partner will be expected to staff appropriately to manage incidents, and to implement a management system that ensures normal operations will be restored as quickly as possible with the least possible impact on the business and end‐users. The partner will be responsible for incident management activities, including:

Incident detection and recording;

Classification and initial support;

Investigation and diagnosis;

Resolution and recovery;

Incident closure; and

Incident ownership, monitoring, tracking and communication. Some items this specifically includes are:

SAP System Support for restoring on-line availability in the case of failure;

Corrective actions on SAP systems for all technical defects and problems;

Errors in service processes;

Support and management of interventions with third parties (e.g., SAP Support, UNGSC, UNRWA staff);

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Resolving problems related to the MS SQL Server Database;

Restore of the system as needed (e.g., HW, SW failure) and approved;

Responsible for the testing, failover and restore processes for Disaster Recovery. All incidents/faults and responses shall be documented and provided to UNRWA in a report within 3 business days of incident resolution. A summary of all incidents and final dispositions shall be included in the end of month report. For more details, see Reporting in this section. 2.5 Reporting UNRWA requires comprehensive reporting on all administration services outlined in this SoW. At a high level, reporting must include but is not limited to the following categories:

a) System availability; b) Systems performance; c) Hardware capacity and utilization; d) Program, interfaces and jobs errors, faults and incidents; and e) Database and disks space management.

Reporting requirements fall mainly into the categories Service Management Reports and Technical Reports. Monthly reports will be a key component of regular monthly status meetings to discuss, adjust, and plan incident management performance. Reporting shall be provided within 3 business days at the end of each calendar month. The reporting scope includes all instances within the UNRWA SAP landscape. The reporting topics shall include:

Reporting Topic Description

Copy Client Listing of all client copies, including source, destination, and date

Performance and availability monitoring

Snapshots of Workload Overview, Transaction Dialog, and the information contained in Appendix 2: Performance Report Metrics.

Errors and Exceptions Number and classification of events

System Log Summary of important issues

System Crashes Number of events

OSS Messages Summary of messages

Change Request Summary Summary of transport requests and other changes

SAP key request for modify object

SSCR Registered SAP Objects

Applied Notes List of SAP Notes applied to the instances

SAP User Creation List of SAP users created during the reporting period

SAP Landscape Maintenance Detailed discussions of modifications made to the SAP landscape design and deployments made during the reporting period

SAP Detailed Production Instance Report

Logged users (Total and split by AS1 and AS2)

List of total active users for the reporting period

Workload by AS, including Dialog and Web services; average response time over time

Transaction Log details and summary statistics

Web services log and statistics

CPU usage, CPU Ready, Memory Usage, IO Latency over time

Other Operational Reports Please see additional requirements in Appendix 4 – Other Operations Reports.

3 REACH Application Management This Task Group can be performed by a mix of onsite and offsite resources. UNRWA is seeking the lowest cost solution that provides a strong link to UNRWA’s relevant business community. The Contractor is solely responsible for managing the execution and operations of this Task Group, in close coordination with the UNRWA REACH lead, the Business Process Owners, and the REACH Business Process Operations Support team of this SoW. 3.1 Application Management Scope of Responsibilities and Terms of Service The Contractor shall provide support for restoration of service (incidents), root cause analysis and identification of permanent resolution (problems), implementation of permanent resolution (known errors) and analysis, design and implementation of changes (pre-approved and changes, including support package upgrades) for the REACH application (ECC 6.0, BW, BO, BPC, Nakisa and the Integration Hub). The Contractor shall also provide the same support for new Modules or functionalities that could be implemented during the Period of Performance

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(implementation of new modules managed through separate projects from this SoW). Such new functionalities can be implemented by the contractor itself, UNRWA or a third party selected by UNRWA. This scope includes the FRICE Objects listed in Appendix 6 – FRICE Objects, as well as new FRICE objects implemented under this Statement of Work. The list in Appendix 6 is provided as a reference for the complexity evaluation, it is not intended to be the sole and complete scope of FRICE objects that can change before the assignment of the contract. After the contract signature, an updated version of the FRICE object list will be made by the contractor and utilized as reference for configuration control. This scope also includes the maintenance of profiles and the administration of SAP roles and users in the system. There are currently approximately 400 “active” users and a total of approximately 1,200 active and occasional users. The Contractor shall be responsible to provide the same support to configure and maintain any and all interfaces and interoperability between the SAP ERP 6.0 systems and the REACH Integration Hub. This may include correction of all production problems that require application code and/or configuration correction and/or mapping correction on the components of the REACH platform. The Contractor shall be responsible for services associated with:

Development and maintenance of new/updated UNRWA-specific reports and queries;

Supporting UNRWA with new/updated queries and reports The Contractor shall be responsible for third-level Application support. (UNRWA will be responsible for first and second levels support of the application, with the Contractor providing a support interface between Levels 2 and 3 as previously described). The Contractor shall maintain information for each service request, including but not limited to, problem description, start and end dates/times, actual root cause(s), corrective action taken and future action required. The Contractor shall provide periodic (at first weekly, then upon service stabilization monthly, or in case of performance issues, upon request) status reporting including, but not limited to, activities analysis, actual team usage, average cycle time, quality issues and improvement recommendations. The format of the monthly report will be agreed within 1 month after the signature of the contract. The Contractor services shall be provided and staffed based on UNRWA working hours; see Appendix 1 –Support Coverage. The Contractor shall provide a problem escalation process to ensure urgent problems (especially) and all items including changes (including lower priority ones) are resolved according to Service Level Agreement (SLA, see Appendix 3 –Severity Matrix and Response Times). The escalation process should be documented and activated within 30 days from the contract signature. The Contractor shall ensure that all software and configuration modifications and upgrades are deployed using UNRWA Information Management Division change, release and configuration management procedures. UNRWA is open to evaluating and potentially adopting, in whole or in part, methodologies proposed by the Contractor. The contractor should document the proposed methodology in their proposal to the present tender. The Contractor shall perform application modification and upgrade activities as part of their services or assigned by UNRWA onsite or offsite, as mutually agreed by the parties. The Contractor shall provide justifiable resource and timeframe estimates for software design, development, testing, and deployment of all application modifications and upgrade requests within the time frame established in the SLA. The Contractor shall begin and end each application modification and upgrade effort within the timeframe established in the SLA. The Contractor shall maintain source code version and release of software versions in accordance with UNRWA’s configuration management standards during the life of the contract and the warranty period. The Contractor shall provide and maintain coding standards and quality control to ensure coding readability, performance, and sustainability. The Contractor shall provide analysis and effort estimation when required for the implementation of large functionalities or new projects that UNRWA could decide to implement in its REACH environment.

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3.2 Application Management Service Within the defined scope of responsibilities, the Application Management Service (AMS) is meant to ensure the proper functioning and continued business alignment/growth of the REACH application, not including items already covered under the REACH Technical Operations of this SoW. The AMS shall be fully responsible for the following tasks, based on UNRWA authorization due to incident, problem, known error, or maintenance, within SAP, WSO2 and SQL Server (collectively the REACH platform):

Managing all application settings and configurations;

Making changes to other master data, as required;

Maintaining FRICE program code and related technical objects;

Performing unit and system tests, with evidence, on all approved changes;

Supporting end-user acceptance testing on all approved changes;

Ensuring configuration management control in the system and coordinating Release Management with the REACH Technical Operations service;

Maintaining all related configuration and design documents related to all approved changes. The AMS shall be provisioned to supply a baseline service for support, defect resolution, settings/configuration/master data management, and incremental change requests; plus, separately scoped projects that apply to large effort change requests or increasing the functional or technical footprint of REACH. The following intervention types apply to the full functional scope defined in Appendix 5 – SAP Modules and Components in Use.

Service Description Included Quantity

Level 3 Support Third-level support is provided to resolve an issue if the first two support levels do not succeed in solving a system or user incident or problem; or if the required action is a Level 3-only responsibility. This could include assistance in completing a function or transaction in the system where the expertise of an application specialist is required. If the issue is not closed through a consultative process, then this service transitions to the typical Level 3 Corrective Action service. Corrective Action service includes: error detection, root-cause analysis, bug-fix isolation and repair of incidents in the Application. Incidents include errors in the Application, which cause it to no longer function in the manner recorded in the functional description of the processes and data in the Functional design or Technical Design. It also includes SAP Note opening, following-up resolution and testing of SAP Standard break/fix resolution. Configuration of profiles and administration of SAP roles and users is included in Level 3 support.

Yes, in Baseline As needed.

Corrective Action Full resolution management of Incidents, Problems, Known Errors at the application level. Fixes in roles and profiles are part of the corrective maintenance. It may require data cleansing/update to restore the proper behavior of the system and correct errors in the data caused by the defect.

Yes, in Baseline As needed.

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Service Description Included Quantity

Preventative Maintenance

Keeping system configuration / master data updated; and permanently removing known errors from the application before the associated problem symptoms cause application disruption. Other actions included in this service are: Emptying the system log, monitoring and analyzing application dumps, identifying and documenting wrong system usage, and anything else needed to avoid systems issues as much as possible.

Yes, in Baseline As needed.

Change Requests, Alignment

Changes to configurations, process, queries, reports, workflows, custom code, functionality or rules as approved by UNRWA and take up to 1 effort day in total to complete.

Yes, in Baseline Up to 20 per month, across all functional areas.

Change Requests, Minor

Changes to configurations, process, queries, reports, workflows, custom code, functionality or rules as approved by UNRWA and take less than or equal to 10 effort days in total to complete.

Yes, in Baseline Up to 5 per month, across all functional areas.

Change Requests, Major

Changes to configurations, process, queries, reports, workflows, custom code, functionality or rules as approved by UNRWA and take more than 10 effort days in total to complete.

No. Delivered through the terms of this SoW but at additional cost, per change or group of agreed changes.

As needed.

New Queries / Reports

Full lifecycle implementation of queries or reports in ECC or BO, based on UNRWA-approved functional requirements and take less than or equal to 3 effort days in total to complete.

Yes, in Baseline Up to 5 per month, across all functional areas.

Enhancement Packages

Full lifecycle implementation of Enhancement Packages, in conjunction with REACH Technical Operations.

No. Delivered through the terms of this SoW but at additional cost.

As planned.

The Contractor shall be responsible for managing the service event tracking process for all services defined within this section. The partner can use UNRWA’s Service Desk or JIRA applications, or propose use of its own, provided that UNRWA staff can access it free of charge and data extractions from the tools, free of charge and with a weekly periodicity. The statistics and detailed event information shall form the bulk of information required for a monthly service meeting with Chief, Information Management Division (CIMD) or delegate, and designated UNRWA staff. Additionally, the Contractor shall be responsible for maintaining an online repository of all service events in progress with projected remediation, test and production deployment dates, in order of work queue priority, so UNRWA stakeholders can view, track, and potentially reprioritize events as business circumstances dictate. This view can be provided using the Contractor’s system, one of the above UNRWA systems, or UNRWA’s SharePoint infrastructure. In case no real time access is provided, a data extraction, should be produced with a frequency not shorter than weekly. In the above service table, UNRWA has requested approximately 85 effort days per month of Change Requests. In the event UNRWA does not consume that capacity in a given month, Contractor agrees to roll-forward unused capacity with a three-month maximum rollover to be used to fulfill other Change Requests, up to the final three months of the Period of Performance. In addition, Contractor agrees to allow UNRWA to substitute Change Requests, Minor capacity for Change Requests, Major capacity as long as the total capacity requested does not exceed 85 effort days plus any rolled-forward capacity as defined in this paragraph.

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4 REACH Business Process Operations Support This Task Group shall be performed by onsite (Amman, Jordan) resources. Within UNRWA’s Information Management Division (IMD), there are approximately 8 junior business analyst-type resources that are available to support REACH operations. These staff will primarily perform roles such as Level 2 user support and be available to support the maintenance of SAP master data and some simple configurations. UNRWA is seeking an onsite leadership team provided by the Contractor, lead by a Service Delivery Manager (SDM), comprising Functional Domain Experts/Analysts. 4.1 Service Delivery Manager The SDM is responsible for overall Contractor Service Delivery, including REACH Technical Operations, REACH Application Management, and management of this onsite support team. The SDM is the main liaison between the Contractor and the REACH Service Manager, the CIMD. The SDM shall have responsibility for:

Escalating issues to the CIMD;

Managing all monitoring, reporting, and execution activities of the Contractor;

Managing the onsite Contractor team and onsite visiting Contractor resources;

Coordinating the resolution of any Contractor resourcing issues;

Analyzing and managing the consistency of the overall REACH solution as it evolves through error resolution and enhancements;

Ensuring that all integration matters (between SAP components and between SAP and the external systems) are duly considered when managing the system or creating new components;

Additional tasks as described in Governance. The SDM is therefore responsible for the overall smoothness of REACH operations, business continuity, issue closure and solution evolution. The SDM should have demonstrated experience managing an SAP-based service operation,

preferably in organizations having similar characteristics as UNRWA.1 4.2 Functional Domain Experts/Analysts (FDE) These onsite team members are responsible for the solution within their areas of functional expertise. The functional domains of UNRWA’s solution are provided in Appendix 5 – SAP Modules and Components in Use. While the functional domains imply the need for four domain expert resources to be onsite, for cost reasons, it would be ideal if Finance and Public Sector could be supported by a single expert for cost control reasons. The responsibilities of these team members include:

Interfacing with business area process owners and end users to identify, define and document operational needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access; Defines and documents systems transactions and processes in support of processes defined by functional unit process owners;

Identifying, in coordination with UNRWA’s Solution Architect, opportunities for improving business processes in partnership with process owners and management through SAP modules and associated satellite and analytics systems; Analyzing the feasibility of, and develops requirements for, new systems and enhancements to existing systems, and ensures that the system design fits the needs of the users;

Acting as a liaison between departmental end-users and programming personnel in the analysis, design, functional configuration, testing and maintenance of relevant SAP modules and satellite systems to ensure optimal system performance;

Leading the team of application experts (REACH Application Management) providing the maintenance and support services to the modules in the domain, in analysis and evaluation of existing business functions and processes related to all processes and information management areas of those modules;

Providing support as needed to UNRWA Level 2 Support resources on matters in an attempt to limit Level 3 issues;

Performing functional configuration tasks for the relevant SAP system modules to satisfy requests from end users for fixes, changes, and enhancements in an effort to limit Level 3 issues;

Validating issue classification;

Performing root cause analysis of problems;

Ensuring consistency of the solution architecture within the area of responsibility (domain);

Helping to formulate and provide effort estimation for business change requests;

1 Please see Annex 9 for the current UNRWA Operations Processes

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Updating Functional Requirements, Specifications, Business Blueprints (BBP), ARIS process files, and Configuration Scope Documents to ensure they remain synchronized with the solution and as an input to the REACH Application Management service;

Requesting the transport of fixes and CRs to the Quality Environment and overseeing test cycles with the REACH Application Management service (business analysts and technical staff) prior to end-user testing to ensure that lower-level tests pass prior to user acceptance;

Aligning training materials, including updates to Moodle, as needed to reflect changes to the REACH solution;

Providing Train-the-Trainer services for significant changes to REACH functionality;

Providing end-user training services if needed;

Defining test cases and scripts and supporting UNRWA users in testing cycles;

Seeking sign-off of tested changes/fixes from the designated UNRWA process owner;

Providing weekly status, activity, risk and issue reports in their areas to the SDM;

Escalating to the SDM issues and risks related to his/her domain;

Providing monthly review sessions to UNRWA’s L1 and L2 teams to review tickets and changes, and how they were remediated, with the goal of improving the technical capacity and knowledge of UNRWA’s team;

Providing other support as requested to the SDM and/or CIMD.

4.3 Service Approach While the specific services delivered in Task Groups REACH Technical Operations and REACH Application Management are specific and SLA-driven, the REACH Business Process Operations Support Task Group is capacity-driven and has overall responsibility for SLA achievement of the former two Task Groups.

The Service Approach for all of REACH Business Process Operations Support can be delivered via one of two options:

Option 1: Full Onsite Support, SDM and FDEs

Option 2: Onsite SDM only, no FDEs Note that either Option 1 or Option 2 must be provided by the Contractor as part of this SoW. In addition, if Option 1 is proposed by the Contractor, UNRWA may at its sole discretion ask the Contractor to provide only Option 2 as part of any final negotiation. In the Financial Proposal, UNRWA will request a cost for Option 2 even if the intent of the Contractor is prepared to provide the full Option 1 range of services. 4.3.1 Option 1: Full Onsite Support, SDM and FDEs At a minimum, a full time, onsite Service Delivery Manager is required to work from UNRWA’s Amman, Jordan location to serve as the overall service manager of both onsite and offsite resources. When the SDM is absent from being onsite, the SDM shall designate one of the onsite functional domain experts to be acting SDM. In addition, at least three but not more than four Functional Domain Experts shall reside onsite for the period of performance. When a Functional Domain Expert is not able to be onsite, the SDM shall designate a backup resource. It is permissible for that resource to be part of the REACH Application Management team provided the delegate is available during Amman HQ working hours, they have the required functional domain expertise on the REACH solution, and that the capacity of the REACH Application Management team is not impacted negatively. It is preferable that these backup resources work onsite at Amman for the duration of the Functional Domain Expert absence, although this is not required if not necessary (necessity shall be determined by the CIMD or delegate). Functional Domain Experts (FDE) will spend a large part of their time working with their respective UNRWA Business Process Owners. The FDEs are expected to proactively advise, educate and support their Business Process Owners to ensure that solution integrity is retained and that Business Process Owners understand the key solution options available when a change to the solution is required in order to support the business. This is also the case when Business Process Owner has ad-hoc change requests. Absences of onsite resources should not have a duration exceeding three weeks except for Force Majeure. Onsite resources should be working at UNRWA HQ Amman at least 10 months of the year. Nonetheless, UNRWA may request the replacement of an onsite resource in the event that a sustained absence of more than three weeks or exceeding more than a cumulative total of two months within a calendar year is required. 4.3.2 Option 2: Onsite SDM only, no FDEs At a minimum, a full time, onsite Service Delivery Manager is required to work from UNRWA’s Amman, Jordan location to serve as the overall service manager of both onsite and offsite resources. When the SDM is absent from being onsite, for continuity purposes the SDM shall designate a member of its REACH Application Management team to be acting SDM. During the times of extended/planned absences of 5 business days or more, this designate should be available onsite at UNRWA’s operational location in Amman, Jordan for the duration of the absence plus any required handover time before and/or after the absence.

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In this option, the SDM would liaise primarily between the internal UNRWA Reach FDEs and the UNRWA REACH Service Manager. While the SDM would have no direct management authority over the internal UNRWA Reach FDEs, the SDM is nonetheless expected to lead proactively the overall service delivery and provide support to the REACH FDEs to ensure operational metrics and the overall health of the overall REACH solution remains positive. 5 Service Management Requirements 5.1 Governance Once any agreement is finalized, the relationship between UNRWA and the selected partner shall be determined jointly. The Contractor is requested to provide, as part of the response to this SoW, their proposal for the governance of this relationship and the overall engagement with URNWA. The owner of the relationship for UNRWA will be the Chief, Information Management Division (CIMD). All matters concerning other parties (UNRWA internal IT, UNGSC, and SAP) shall be coordinated through the CIMD or the designate thereof. As part of the execution of this SoW, the Contractor shall provide a Service Delivery Manager (SDM) onsite in Amman, Jordan, for the Period of Performance, and report to the CIMD. The SDM shall provide services per the Business Operations support stream in Appendix 1 –Support Coverage. The SDM shall be fully responsible as the interface between UNRWA and the Contractor for the scope of all matters contracted under this SoW. Technical Operations and Application Management matters shall be addressed to the CIMD or designate via the SDM. Business Process Operations Management activities shall be managed with designated UNRWA business process owners or functional analysts within the IMD who represent their respective business process owners, and managed by the SDM. Contractual matters shall be managed between the Contractor and the UNRWA Head, Contractual Procurement Section, of the Procurement and Logistics Division. 5.2 Resourcing The Contractor shall agree to provide resourcing sufficient to:

Meet the scale of the service delivery requirements defined in this SoW;

Possess the required technical and functional skills to fulfill the services defined in this SoW;

Work in the English language;

For onsite resources, be able to reside and work onsite in Amman, Jordan during the Period of Performance;

Maintain continuity of the team throughout the period of performance as much as is practical within the confines of employment law;

Work in an environment that corresponds to the values of the UN in general and UNRWA in particular. UNRWA shall be provided the ability to interview key proposed project personnel, including but not limited to onsite resources. This process may take place during Contractor selection (this RFP) or at contract initiation. UNRWA reserves the right to request the replacement of any project resource due to performance or relationship issues with a 30-day calendar notice period. During that period, it is incumbent upon the Contractor to provide at least 3 qualified and available resource candidates to fulfill the to-be vacated role for UNRWA to select jointly with the Contractor, unless this right is waived in advance by UNRWA in writing. Overall, the Contractor, lead by its SDM, shall be responsible for:

Assigning an appropriate number of staff with requisite skills, acceptable to UNRWA, for the tasks to be performed;

Supplying direct supervision of the staff assigned to carry out the work as defined herein;

Providing qualified staff, acceptable to UNRWA, for relief of the assigned staff in the event of vacation, illness, personal business or any other absence of the assigned staff;

Making proper resource arrangement to ensure support continuity during holiday seasons;

Providing for all resources, processes, methodologies and tools to effect an efficient transition within an agreed upon timeframe;

Providing the staff assigned with procedures for escalating issues that cannot be solved on-site and providing for the support of these individuals where such support is required to ensure prompt resolution.

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5.3 Tracking, Reporting and Status Meetings The Contractor shall maintain a rolling plan of activities with a one-month time horizon that will be updated on an event-update-driven basis and shared and agreed to with UNRWA. Standard service reporting across all services shall take place at the end of each calendar month. The reports are due within three business days if the close of the month. Within 5 business days of the close of the month (unless otherwise mutually agreed), the monthly status meeting shall take place between the CIMD, SDM, and required attendees from UNRWA and the Contractor. A weekly status meeting shall take place between CIMD and the SDM. The focus of this status meeting is to discuss a summary of the week’s issues, with an emphasis on service exceptions, critical issues, and practical matters. Other meetings (incident response, problem analysis, activity planning, etc.) may be called by either party as required. 5.4 Knowledge Transfer The Contractor shall agree to perform comprehensive Knowledge Transfer (KT) to a succeeding third party and/or UNRWA staff or consultants in the event one or more services of this SoW expire or are terminated, to be completed no later than one month prior to contract end. KT shall cover the services provided by the respective team(s) and targeted to the requisite technical or functional levels. KT sessions shall be segmented by Service as well as functional area (as applicable). KT sessions shall be of sufficient content, quality and duration as to successfully communicate the current state of the REACH platform to professionals of requisite knowledge and skills to provide the designated services. 6 Service Logistics 6.1 Onsite Living For the dedicated onsite resources proposed (for REACH Business Process Operations Support and optionally REACH Application Management), the Contractor is solely responsible for:

The arrangement for and cost of all living accommodations, including as necessary flights between a team member’s home country and Amman, Jordan;

The acquisition of any required work/living permits and visas for Amman, Jordan. These costs should be priced directly in the relevant services to UNRWA. UNRWA will assist the Contractor with letters and other documentation, if required, to attest that the personnel are required to work onsite at UNRWA premises for the Period of Performance. 6.2 Travel 6.2.1 Onsite Resources If Contractor onsite resources are requested to travel from Amman, Jordan to one of UNRWA’s Field offices in support of service delivery, UNRWA will make all required travel arrangements. UNRWA will either pay for or provide transportation, and provide the relevant Travel Subsistence Allowance (TSA) to the traveler in advance, which covers lodging, food and incidentals. In the event TSA cannot be provided in advance or UNRWA cannot book and pay for travel directly, costs will be reimbursed at (1) cost for transportation and (2) in the daily TSA rate depending on travel destinations. 6.2.2 Offsite Resources If UNRWA specifically requests an offsite resource to travel to Amman, Jordan or another location, UNRWA will pay for travel similar to the modality of Onsite Resources as in the previous paragraph. In the event the Contractor deems it necessary to bring additional resources onsite in Amman, Jordan or another location in order to deliver the contracted services, the Contractor shall be solely responsible for those costs. 6.3 Computers 6.3.1 Onsite Resources UNRWA will, at the request of the Contractor, provide a standard UNRWA laptop to each onsite resource. Each laptop shall contain Microsoft Office and other client tools required to perform their respective duties on UNRWA’s REACH Platform. The laptop will also be configured to have access to the required SAP and other environments.

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UNRWA will also, at the request of the Contractor, provide a standard UNRWA smartphone to each onsite resource. The smartphone is to be used for local calls and business use only. Any other usage will be billed directly to the team member and/or held back from service payments. The Contractor is responsible for the well-being and return of the laptops and phones to UNRWA at the end of the Period of Performance, otherwise charges may be assessed. 6.4 Access to UNRWA’s Hosting Environment UNRWA will provide access to all of its REACH environments as needed for all services in this SoW to be executed by the Contractor. This shall include:

Access for onsite resources whether they use UNRWA-provided computers or their own;

Site-to-Site VPN access between the Contractor’s service-providing location(s) – up to two Contractor sites shall be set up to have access to the site in Brindisi (Development, QA, and Disaster Recovery) and Valencia (Primary Production).

7 Appendix 1 –Support Coverage UNRWA’s Fields operate Sunday-Friday, 07:30 – 18:00 Amman time. Amman HQ operates Sunday – Thursday, 07:30 – 17:00 Amman time. In addition, some REACH usage may occur on Saturdays, especially if an emergency operation is underway. As such, the following level of coverage is anticipated:

Service Area Standard Support Exceptions

REACH Technical Operations 24x7x365 None

REACH Application Management 09:00 – 18:00 Sunday – Thursday UNRWA Amman HQ Holidays

REACH Business Process Operations Support

09:00 – 18:00 Sunday – Thursday Amman Time

UNRWA Amman HQ Holidays. Offsite backup staff coverage required for onsite staff vacation time.

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Appendix 2: Performance Report Metrics

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8 Appendix 3 –Severity Matrix and Response Times

Business days are defined Sunday-Friday.

Severity Possible Impact

Examples Pre-approved

Changes and Incidents

Problems

Critical Loss of critical business functionality and no work-around is available

SAP System Stopped / Multiple users are unable to transact business

Implemented/ service restored within 1 business day.

Root cause identified within 1 business day. Permanent resolution implemented within 1 business day of root cause identification.

High Loss of critical business functionality and work-around is available

Significant performance degradation on the SAP System; Some Components are down; Some functions are not working; Multiple users are impacted; Single User unable to transact business

Implemented/ service restored within 2 business days.

Root cause identified within 2 business days. Permanent resolution implemented within 2 business days of root cause identification.

Medium Loss of non-critical business functionality and no work-around is available

Business continues but single or multiple users of SAP inconvenienced; Significant performance degradation; Single file did not get through the interface

Implemented/ service restored within 4 business days.

Root cause identified within 3 business days. Permanent resolution implemented within 5business days of root cause identification.

Low Loss of non-critical business functionality and work-around is available

Appropriate SAP related calls with no impact on business, but represent a cosmetic modification or information request. User question on how to proceed

Implemented/ service restored within 7 business days.

Root cause identified within 10 business days. Permanent resolution implemented within 10 business days of root cause identification.

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9 Appendix 4 – Other Operations Reports This section details the ongoing, period reports required to be provided by the partner to UNRWA as well as exception- or task-based reports. UNRWA will designate points of contact to whom to deliver these reports – either for email delivery or for UNRWA access to the partner reporting system.

Reporting and Monitoring Service

Reporting Requirement Type Service Response Time/SLA

Operational Availability This report shall include details of all systems uptime and availability for previous month. UNRWA requires the ability to review methodology utilized to get the statistics delivered with this report. Per instance, excluding scheduled downtime and other ‘approved’ downtimes

Monthly 99.9%

SAP Instance Availability System availability per UNRWA application and instance. This report shall include details of all systems uptime and availability for previous month. UNRWA requires the ability to review methodology utilized to get the statistics delivered with this report.

Monthly 99%

System performance: overview and history

This report shall include details of response times for key systems (Production systems) and selected business processes or transactions for previous month. Relevant processes / transactions will be agreed upon at the outset of this engagement.

Monthly N/A

Hardware capacity: overview and history

This report shall include daily details of all server and storage uptime, utilization (Average and peak CPU, memory and disk usage), and availability for previous month. UNRWA requires the ability to review methodology utilized to get the statistics delivered in this report.

Monthly N/A

Infrastructure Capacity Infrastructure capacity information, growth rates – (What percentage of the deployed server / storage infrastructure is utilized allowing the UN to plan for future

Monthly N/A

Network Report Network utilization, including average and peak external bandwidth usage.

Monthly N/A

Program errors: overview and history

This report shall include details of short dumps and important system messages, for Production systems.

Weekly N/A

Database space management: overview and history

UNRWA requires a weekly report delivered to the UNRWA technical lead. This report will include details of tablespace and table growth rates, for Production systems.

Weekly N/A

Infrastructure Support Calls

Call description and time needed to resolve, segmented by problem type and location with analysis of trends, root cause analysis and recommendations for actions to prevent problem recurrence

Monthly Call closure as per Annex 3 parameters

Change Control Statistics To include full details on all change events and final dispositions, including number of transports

Monthly N/A

User Metrics Number of unique active users (daily and my month), daily concurrency statistics (average and maximum), other usage statistics as available

Monthly N/A

Technical Support Line Call Analysis

Turn‐around time of (1) first response and (2) resolutions on calls to the technical support line. Details and monthly statistical summary.

Monthly Call closure as per Annex 3 parameters

Outage/Performance Degradation Incident Alert

Initiated by the partner for each occurrence of an unplanned system outage or performance degradation, for all instances and both the Production and DR locations. This Alert shall provide as much possible as is available within the required response time.

Ad-hoc 1 day from Incident

Outage/Performance Degradation Incident Analysis

Related to each Outage/Performance Degradation Incident Alert, and used to close out each Incident. Provides a detailed analysis of why the incident occurred and the measures that will be instituted to mitigate incident risks in the future (as applicable).

Ad-hoc 5 days from Incident

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Reporting and Monitoring Service

Reporting Requirement Type Service Response Time/SLA

System Maintenance Work Order

Details the results of any maintenance work order conducted from VM Hypervisor through SAP BASIS. The goal is to develop a comprehensive record of all patches and major service or enhancement packs applied to all elements of the infrastructure.

Ad-hoc 2 days from completion of Maintenance Work Order

Failover Test Results Details the steps taken and logs the results of each test step for Failover testing. This report shall also include metrics covering the timing of test plan execution and validation that end users can access the DR site once activated.

Annually 5 days

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10 Appendix 5 – SAP Modules and Components in Use

Functional Domain SAP Module/Sub-module

Finance Financial Accounting Asset Accounting Treasury

Public Sector Management Grants Management Funds Management Controlling Project System

Supply Chain Management Materials Management SD/Shipping - Transportation Inventory Management Warehouse Management

Human Resources Personnel Administration Benefits Management Payroll (NPO) Time Management EVE module

Planning Fund planning in BPC

Reporting BI/BO reporting

Integration Hub WSO2 Talend (designer only) MS SQL Server 2012

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11 Appendix 6 – FRICE Objects These are the FRICE (Custom Forms, Enhancements, Interfaces, Data Conversions, and Enhancement customizations) that form the REACH SAP solution. Note that all FRICE objects of type “Conversion” and FRICE ID MF-I-04 do not require maintenance as they are no longer operational.

Artifact ID FRICE ID Type Title

artf2763876 EF-C-01 Conversion EF-C-01 Sponsor for Donor Master Data

artf2763875 EF-C-02 Conversion EF-C-02 Sponsor for Contact Person

artf2763874 EF-C-03 Conversion EF-C-03 Grant for External Fund Process

artf2798024 EF-C-05 Conversion EF-C-05 Sponsored Programme Master Data

artf2763881 EF-C-07 Conversion EF-C-07 Fund master data

artf2798027 EF-C-11 Conversion EF-C-11 Funded Program Master Data

artf2763879 EF-C-13 Conversion EF-C-13 Functional Area Master data

artf2798031 EF-C-15 Conversion EF-C-15 Commitment Item Master Data

artf2763877 EF-C-17 Conversion EF-C-17 WBS/WBE

artf2951188 EF-C-18 Conversion EF-C-18 Milestones

artf2763882 EF-C-19 Conversion EF-C-19 Cost centre Master data

artf3746209 EF-C-20 Conversion EF-C-20 WBS/WBE for BPC

artf2763891 EF-C-23 Conversion EF-C-23 Agreement recording

artf2763892 EF-C-24 Conversion EF-C-24 FM budget breakdown for the external Fund process

artf2438468 EF-E-01 Enhancement Default values from Sponsor to Grant MD

artf2438469 EF-E-02 Enhancement BDT fields for Business Partner Sponsor and Contact

artf2438470 EF-E-03 Enhancement Donor status validation routine

artf2438471 EF-E-05 Enhancement Events triggered routines for Sponsor MD

artf2438472 EF-E-06 Enhancement BDT fields for Grant

artf3221164 EF-E-06a Enhancement EF-E-06a Additional Fields for the Grant Master Data

artf2438473 EF-E-07 Enhancement BDT events triggered routines for Grant MD

artf3553877 EF-E-07a Enhancement SAP-1059 Grant Master Data validation for PSC Waiver

artf2438476 EF-E-11 Enhancement Field for grant notification alert

artf2764578 EF-E-29 Enhancement EF-E-29 Custom Fields at WBS and WBE level

artf3344281 EF-E-29a Enhancement EF-E-29a - New Custom Field to be added to WBS Master Data

artf3594537 EF-E-30 Enhancement External Budget Consumption (is also included in firce object tracker)

artf2896385 EF-E-30 Enhancement External Budget Consumption

artf3028551 EF-E-32 Enhancement EF-E-32 PSC Inclusive\ Exclusive manner

artf3028543 EF-E-33 Enhancement EF-E-33 GM Exchange Rate - inverse formula

artf3309545 EF-E-34 Enhancement EF-E-34 - Investment WBE management

artf3309549 EF-E-35 Enhancement EF-E-35 Custom checks on WBE account assignment

artf3502271 EF-E-36 Enhancement EF-E-36 CR SAP-10 Advance Contribution exchange rate difference adjustment

artf3507529 EF-E-37 Enhancement SAP-1076 Transfer between Funded Programs check

artf3554330 EF-E-39 Enhancement SAP-1077 Check transfer between CAPEX/OPEX/Statistical

artf3554345 EF-E-40 Enhancement SAP-974 GMCH allows only change between commitment item and funded Programme after the allotment

artf3613544 EF-E-41 Enhancement EF-E-41 - Grant coding

artf3623879 EF-E-42 Enhancement SAP-0246 - Validation on Resp cost center in the WBS

artf3709983 EF-E-43 Enhancement SAP-1059 - Item 230 - PSC waiver must be controlled with responsibilities assigned to Finance Department

artf3840370 EF-E-44 Enhancement EF-E-44 - Fund Reservation

artf3184362 FIN-R-01 Report Financial Performance Report- by Resources

artf3184363 FIN-R-02 Report Financial Performance Report-Programme based

artf3184364 FIN-R-03 Report Financial Performance Report- Human Development Goals based

artf3184365 FIN-R-04 Report Capital Expenditure-By Resources

artf3184366 FIN-R-05 Report Capital Expenditure-Programme based

artf3184367 FIN-R-06 Report Capital Expenditure - Human Developments Goals based

artf3184369 FIN-R-23 Report Daily Cash Book

artf3184370 FIN-R-25 Report Cash Flow Balance Transaction wise

artf3184371 FIN-R-26 Report Fund Group wise Cash Balance

artf3184372 FIN-R-27 Report Cash outflow report

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Artifact ID FRICE ID Type Title

artf3184375 FIN-R-30 Report Banks Balances

artf3184376 FIN-R-31 Report Bank Daily Balances

artf3184377 FIN-R-32 Report Asset Schedule for Tangible Assets

artf3184378 FIN-R-33 Report Asset Schedule for Intangible Assets

artf3184380 FIN-R-40 Report Segment Reporting by Human Development Goals - Expenses

artf3184381 FIN-R-41 Report Segment Reporting by Programme - Expenses

artf3184382 FIN-R-42 Report Segment Reporting by Geographical Location (Financial Performance)

artf3534433 FIN-R-43 Report Report for Audit

artf3534440 FIN-R-44 Report Report for Parked Document

artf3827559 HCM-I-01 Interface HCM-I-01 - HR Staff Master Interface

artf2763878 IF-C-01 Conversion IF-C-01 Grant for Internal Fund Process

artf2763880 IF-C-03 Conversion IF-C-03 Fund Master data

artf3462587 IF-C-04 Conversion IF-C-04 Fund Master data MD

artf2763894 IF-C-05 Conversion IF-C-05 General Fund Budget documents

artf3594546 IF-E-04 Enhancement Internal Budget Version Comparison (it is also included in the FRICE object tracker)

artf2896389 Enhancement Internal Budget Version Comparison

artf3594552 IF-E-05 Enhancement Internal Budget Consumption (already included in frice object tracker)

artf2896394 Enhancement Internal Budget Consumption

artf3153500 IF-E-06 Enhancement IF-E-06 - Fund Management Master Data - Envelope custom field

artf3554320 IF-E-07 Enhancement SAP-390 "Manage to" Budget Validation

artf2759641 IF-I-06 Interface Upload the budget preparation data from the excel file

artf2763872 MA-C-01 Conversion MA-C-01 Asset Master Data

artf2763887 MA-C-02 Conversion MA-C-02 Asset Values

artf2765470 MA-E-02 Enhancement Asset transfer to GF000

artf3528806 MA-E-03 Enhancement Defect SAP-2930 Subsequent WBS entered in the additional interval of the Time-Dependent tab of the Asset Master Data

artf3016829 MA-I-02 Interface MA-I-02 - Fixed Asset main information (Barcoding)

artf2763869 MF-C-01 Enhancement MF-C-01 G/L Accounts Master Data

artf2763870 MF-C-02 Conversion MF-C-02 Vendor master data (FIN)

artf2763871 MF-C-03 Conversion MF-C-03 Non donor/Customer master data

artf2763883 MF-C-05 Conversion MF-C-05 G/L balances

artf2763884 MF-C-06 Conversion MF-C-06 G/L open items

artf2763886 MF-C-07 Conversion MF-C-07 Vendor Open Items

artf2763885 MF-C-08 Conversion MF-C-08 Donor/non Donor Open Items

artf2438446 MF-E-01 Enhancement X-Rate Autom Upload E-mail Notification

artf2438447 MF-E-03 Enhancement Validation for DPR_DP Vs PO line item

artf2438448 MF-E-04 Enhancement Validation for PO

artf3772038 MF-E-07 Enhancement MF-E-07 - Duplication of postings from UNRWA to PF

artf2438449 MF-E-14 Enhancement PSC calculation program like in RAMCO

artf3703471 MF-E-14A Enhancement Administrative Costs

artf2765479 MF-E-15 Enhancement Interest Rate calculation

artf3534453 MF-E-15a Enhancement MF-E-15a Specific to calculate the Administrative cost per MD and PF

artf2765481 MF-E-18 Enhancement MF-E-18 Business area derivation from purchasing organization

artf2765488 MF-E-19 Enhancement MF-E-19 Automatic reconciliation account and Cash mgmnt group (vendor master data)

artf3534436 MF-E-20 Enhancement SAP-1093/SAP-233 Display and selection of the parked and post documents

artf3560038 MF-E-24 Enhancement Custom program to replicate the HR postings on PF

artf3561153 MF-E-25 Enhancement Business area authority check on automatic payments

artf3772708 MF-E-26 Enhancement MF-E-26 Business Area substitution in FB01, FB60, FV60, FV70, FB70, FB65, FV65, FV75, FB75

artf2952155 MF-F-01 Form MF- F- 01Vendor account statement

artf2952162 MF-F-02 Form MF - F - 02Customer Invoice/ Debit note and parked

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Artifact ID FRICE ID Type Title

documents

artf2952164 MF-F-03 Form MF-F-03 Customer account statement

artf2439969 MF-F-05 Form Payment Advice

artf2439970 MF-F-06 Form Payment Summary

artf3557078 MF-F-07 Form SAP-1352 - Cheque layout UNRWA I Layout

artf3557083 MF-F-08 Form SAP-1352 - Cheque layout UNRWA II Layout

artf3557092 MF-F-09 Form SAP-5096 - Cheque layout UNRWA III Layout

artf3557094 MF-F-10 Form SAP-1352 - Cheque layout UNRWA IV Layout

artf3557108 MF-F-13 Form SAP-1352 - Cheque layout UNRWA VII Layout

artf3557110 MF-F-14 Form SAP-1352 - Cheque layout UNRWA VIII Layout

artf3557114 MF-F-15 Form SAP-1352 - Cheque layout UNRWA IX Layout

artf3557122 MF-F-16 Form SAP-1352 - Cheque layout MD I Layout

artf3557125 MF-F-17 Form SAP-1352 - Cheque layout MD II Layout

artf3557127 MF-F-18 Form SAP-1352 - Cheque layout MD III Layout

artf3557131 MF-F-19 Form SAP-1352 - Cheque layout MD IV Layout

artf3703879 MF-F-20 Form SAP-5162 - Cheque layout UNRWA X Layout

artf3703886 MF-F-21 Form SAP-5162 - Cheque layout UNRWA XI Layout

artf4093828 MF-F-22 Form MF-F-22 SAP-7068 Cheque layout UNRWA XII Layout

artf2765494 MF-I-01 Interface Automatic Upload Exchange Rate UN Site

artf2765499 MF-I-02 Interface Payment Media generation calling programme DME File

artf3016668 MF-I-03 Interface MF-I-03 - Microfinance transaction summaries

artf3016825 MF-I-03a Interface MF-I-03a- Cost revenues per branches

artf3016054 MF-I-04 Interface MF-I-04 Interface Ramco HR Payroll SAP

artf3594518 MF-R-01 Report Statement 1: B/S (it is also included in the FRICE object tracker)

artf3594524 Report Segment Reporting BY Fund – FINANCIAL POSITION (it is also included in the FRICE object tracker)

artf2439973 Report MF-R-01 a) Statement 1: B/S - b)Segment Reporting BY Fund – FINANCIAL POSITION

artf3594788 MF-R-02 Report Statement 2: P&L (it is also included in the FRICE object tracker)

artf3594530 Report Segment Reporting By Fund – FINANCIAL EXPENSES (it is also included in the FRICE object tracker)

artf2439974 Report MF-R-02 a) Statement 2: P&L - b) Segment Reporting By Fund – FINANCIAL EXPENSES

artf3594799 MF-R-03 Report Financial statement 3: Statement of net equity ( it is also included in the FRICE object tracker)

artf2439975 Report Financial statement 3: Statement of net equity

artf3184379 MF-R-04 Report Statement 4: Cash Flow

artf2438453 MT-E-01 Enhancement PC Journal substitution for Business Area

artf2438454 MT-E-02 Enhancement Validation for Business Area mandatory in FBCJ

artf2797943 MT-E-04 Enhancement MT-E-04 Bank Statement-GL Account Comparison

artf2888027 MT-F-01 Form Cash Receipt Form

artf3184373 MT-R-05 Report Summary Cash Balance

artf2438457 OT-E-01 Enhancement OT-E-01 Custom Fields in STO

artf2438458 OT-E-02 Enhancement OT-E-02 Mandatory custom fields in the STO

artf2438459 OT-E-04 Enhancement OT-E-04 Authorization check on WBS in Sales Order creation

artf3633393 OT-E-07 Enhancement SAP-0234 - Message in STO

artf2765580 OT-F-02 Form OT-F-02 Load Note

artf2765582 OT-F-03 Form OT-F-03 Stores Demand Note

artf3030827 PM-C-01 Conversion PM-C-01 Vendor master data (SCM) --> Refer to MF-C-02

artf2763873 PM-C-02 Conversion PM-C-02 Material Master data (inventory and non inventory)

artf3059130 PM-C-03 Conversion PM-C-03 Customer master data

artf3010050 PM-C-04 Conversion PM-C-04 Purchase Requisition

artf2763890 PM-C-07 Conversion PM-C-07 Purchase Order

artf3402862 PM-C-09 Conversion PM-C-09 Service Master Data

artf2438460 PM-E-02 Enhancement PM-E-02 Block short text and purchase order text for inventory items.

artf2438461 PM-E-03 Enhancement PM-E-03 PR custom fields

artf2792036 PM-E-04 Enhancement PM-E-04 Release strategies

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Artifact ID FRICE ID Type Title

artf2438462 PM-E-09 Enhancement PM-E-09 Rate contract

artf2438463 PM-E-10 Enhancement PM-E-10 MPO custom control on PO total value

artf2438464 PM-E-11 Enhancement PM-E-11 Construction PO: starting date at item level

artf2438466 PM-E-13 Enhancement PM-E-13 Multiple Plants in purchase order

artf2765604 PM-E-17 Enhancement PM-E-17 Price replication in all items of RFQ

artf3343444 PM-E-17a Enhancement PM-E-17a - New functionality on PO Creation from consolidated RFQ

artf2765608 PM-E-18 Enhancement PM-E-18 Price replication in all items of PO from PR

artf3556492 PM-E-21 Enhancement SAP-1251 - Item 121 Default quantity in PR's and Po's referring to Asset

artf3607879 PM-E-23 Enhancement PM-E-23 - Price derivation in PR

artf3687258 PM-E-24 Enhancement SAP-0917 PO value change threshold

artf3687273 PM-E-25 Enhancement SAP-0894 Changes to PR by Procurement

artf3687291 PM-E-27 Enhancement PM-E-27 SAP-0911 Selection of WBE for PO

artf3858880 PM-E-28 Enhancement SAP-4403 - Segregation by WBS in create, change and release PO

artf2439971 PM-F-01 Form PM-F-01 RFQ printouts (three different printouts)

artf2439972 PM-F-03 Form PM-F-03 PO Printouts

artf3184383 PSM-R-01 Report Project Donor Report – USD format (UNSAS VIEW)

artf3184384 PSM-R-02 Report Project Donor Report – EUR format (UNSAS VIEW)

artf3184385 PSM-R-03 Report Grant tracking report

artf3184386 PSM-R-04 Report Financial Performance Report – Project funds – Resources

artf3184387 PSM-R-05 Report Financial Performance Report – Project funds – Programme

artf3184388 PSM-R-06 Report Financial Performance Report – Project funds – HDG

artf3184389 PSM-R-07 Report Financial Performance Report – Period wise – Resources

artf3184390 PSM-R-08 Report Financial Performance Report – Period wise - Programme

artf3184391 PSM-R-09 Report Financial Performance Report – Period wise - HDG

artf3184392 PSM-R-15 Report Contribution ledger

artf3184393 PSM-R-22 Report End of year forecast

artf3184395 PSM-R-25a Report Nahr Barid Camp Reconstruction Project – Contribution and Consumption Report

artf3184396 PSM-R-25b Report Nahr Barid Camp Reconstruction Project – Operative Report

artf3184397 PSM-R-26 Report Emergency Appeal Report

artf3184398 PSM-R-27 Report Projects Monitoring Report

artf2763888 WM-C-01 Conversion WM-C-01 Detailed Stock quantities

artf2763889 WM-C-02 Conversion WM-C-02 Stock quantity detailed by bin

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ANNEX E TECHNICAL EVALUATION CRITERIA 1. Eligibility Check (Mandatory Requirement)***

a. Has three (3) references (with Name, Title, Organization, Phone and Email) that UNRWA is permitted to contact. Each reference account must be for:

i) SAP ECC 6.0 application management ii) Public Sector using IPSAS and Fund Management

b. Provide a certification as SAP implementation partner (reseller certifications will not be considered) c. A demonstrable revenue for similar activities (i.e. Service or project for SAP applications), for the last 3

years equal to or around US$ 11.5 million d. Vendor is registered in UNGM at least at Level 1 e. Has a valid trade license from country of business registration f. Not on any UN Sanctions List

***Only proposals meeting the above mandatory requirements will have their technical proposal evaluated. 2. Technical Proposal The technical proposal accounts for 800 points. The evaluation committee shall evaluate the Technical Proposals on the basis of their responsiveness to UNRWA’s Terms of Reference (TOR) applying the evaluation criteria, sub-criteria, and point system specified. Each responsive Proposal will be given a technical score (St). A Proposal shall be rejected at this stage if it fails to achieve the minimum technical score of 560 points (70% of 800 points) and their financial proposal shall remain unopened. Proposals that have attained minimum 70% score in the technical evaluation will be considered for further financial evaluation.

Total Technical Points 800

Section Points Notes

1 - Introduction 30

Scope of Services 20

Period of Performance 10 0 point if unwilling to adhere to the period of performance

2 - REACH Technical Operations 230

General Overview 30

2.1 SAP Basis and Other Technical Component Monitoring

30

2.1.1 Statement of Compliance / Excluded Activities 5

2.1.2 Other Activities Typically Included as Part of this Service

5

2.1.3 Service Delivery Approach 20

2.2 SAP Basis Administration 70

2.2.1 Statement of Compliance / Excluded Activities 10

2.2.2 Other Activities Typically Included as Part of this Service

10

2.2.3 Service Delivery Approach 50

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Total Technical Points 800

Section Points Notes

2.3 Citrix Operations and Technical Support 20

2.3.1 Statement of Compliance / Excluded Activities 5

2.3.2 Other Activities Typically Included as Part of this Service

5

2.3.3 Service Delivery Approach 10

2.4 Incident and Fault Management 50

2.4.1 Statement of Compliance / Excluded Activities 5

2.4.2 Other Activities Typically Included as Part of this Service

5

2.4.3 Process Management Approach 40

2.5 Reporting 30

2.5.1 Statement of Compliance / Excluded Activities 5

2.5.2 Other Activities Typically Included as Part of this Service

5

2.5.3 Examples of Reports 20

3 REACH Application Management 210

3.1 Statement of Compliance / Excluded Activities 30

3.2 Other Activities Typically Included as Part of this Service

30

3.3 Service Delivery Approach 150

4 REACH Business Process Operations Support 180

4.1 Service Delivery Manager 120

Single score, depending on whether options 1 or 2 are proposed 4.2 Functional Domain Experts/Analysts (FDE)

4.2.1 Statement of Compliance / Excluded Activities 20

4.2.2 Other Activities Typically Included as Part of this Service

20

4.2.3 Resourcing Approach 20

4.3 Service Approach (not

scored)

5 Service Management Requirements 70

5.1 Governance 20

5.2 Resourcing 30

5.3 Tracking, Reporting and Status Meetings 10

5.4 Knowledge Transfer 10 0 point if unwilling to perform Knowledge Transfer

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Total Technical Points 800

Section Points Notes

6 Service Logistics 40

6.1 Onsite Living 10 0 if unwilling to place a service manager onsite

6.2 Travel 10

6.3 Computers 10

6.4 Access to UNRWA’s Hosting Environment 10

7 Appendix 1 –Support Coverage 40 0 if cannot meet service windows. -10 from total for Level 3 Mon-Fri

B) FINANCIAL EVALUATION (SF) The Financial proposal accounts for 200 points and is evaluated based on the following formula: Sf = 100 x Fm / F The lowest evaluated Financial Proposal (Fm) will be given the maximum financial score (Sf) of 200 points. Proposals will be ranked according to their combined technical (St) and financial (Sf) scores using the weights (T = the weight given to the Technical Proposal; P = the weight given to the Financial Proposal; T + P = 1) indicated in the Data Sheet: S = St x T% + Sf x P%, where T%= 80% and P% is 20%. UNRWA may, at its own discretion, enter into negotiation with one or a few Bidders.

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ANNEX F KPIs FOR CONTRACT MANAGEMENT A. Overview

1. To provide Tier Level 3 Support to support Tier Level 2 to resolve issues as the main interface btw level 2 and 3.

2. Collaborate on incident, problem, error, and change resolution activities. B. Key Performance Indicators

The following KPI’s have been identified from the Statement of Work. (Sections indicted below). These are the indicators that the CMU requires reporting on for this contract:

1. Supplier maintained the overall health and performance of REACH 2. Supplier provided maintenance, configuration, development, break-fix, test and implementation across the

full scope of REACH 3. Supplier managed all Blueprint and related documentation. 4. Supplier effectively liaised with the UNRWA REACH Application Management Team

SOW 3.1

5. Supplier was always well prepared for and has attended all quarterly performance reviews. 6. Supplier achieved all SLA Targets in Appendix 3 – Severity Matrix and Response Times

SOW 1.4

7. Supplier adequately monitored and responded to incidents or faults 24/7 7 days a week and report.

SOW2.1 and SOW 2.4. KPI 7 also includes:

• Incident detection • Classification and initial support • Investigation and diagnosis • Resolution and recovery • Incident closure • Incident ownership, monitoring, tracking and communication • Weekly / Monthly reporting were held

SOW 5.3

8. Supplier effectively managed Change Requests (to be developed within 3 months of operations).

SOW 2.2.1

9. Supplier provided comprehensive reports including:

• System availability • System performance • Hardware capacity and utilisation • Program, interfaces and jobs errors, faults and incidents • Database and disk space management

SOW 2.5

10. Supplier adequately conducted Application Management achieving the following KPI's:

a) Supplier adequately maintained user profiles and administered SAP roles and users in the system b) Supplier developed and maintained new/updated UNRWA specific reports and queries c) Supplier supported UNRWA with new/updated queries and reports d) Supplier adequately maintained information for each service request, including but not limited to,

problem description, start and end/dates/times, actual root cause(s), corrective actions taken and future action required

e) Supplier provided a problem escalation service

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f) Supplier deployed all configuration mods and upgrades using UNRWA's IMD change, release and configuration management procedures

g) Supplier provided justifiable resource and timeframe estimates for CRs, mods, upgrades, and testing h) Supplier maintained coding standards and QC

SOW 3.1

11. The supplier conducted Knowledge Transfer to UNRWA staff no later than one month prior to end of

contract

C. UNRWA KPI’s The following KPI’s are required to be maintained by UNRWA and are expected to be reported to the Contract Management Unit (CMU) as well: SOW 5.4

1. UNRWA did communicate its intention to extend contract 6 months before expiration.

SOW 1.4 2. UNRWA provided a functional ticketing system for all service requests and incident management

SOW 2

3. UNRWA provided access to SAP support Account as required

SOW 2 4. UNRWA provided a technical POC at UNRWA's hosting provider UNGSC

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ANNEX G LETTER OF INTRODUCTION [Letterhead of bidder, including full postal address, telephone no. and fax no.]

Date: [insert date]

To: THE UNITED NATIONS RELIEF AND WORKS AGENCY FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA) Attention: Chief Procurement and Logistics Division UNRWA Headquarters, Amman Industrial Street Bayader Wadi El-Seer Amman 11814 Jordan

Subject: RFP# PLD/CPS/MO/SAP-TAM/2015-SAP Technical and Application Management Dear Sir / Madam, Being duly authorized to represent and act on behalf of [insert name of bidder] (hereinafter “the bidder”), in accordance with the attached power of attorney (or equivalent document), and having reviewed and fully understood the requirements of the RFP, the undersigned hereby offer our best bid for this contract, in accordance with the terms and conditions of the RFP, our bid being valid until [insert date of offer expiration – please note Section 5 of Annex A to this RFP]. We confirm our understanding and agreement that the terms set forth in this RFP, including the General Conditions of Contract (Annex B to RFP), the Statement of Work/ Project Description of Work/Specifications (Annexe D to RFP) and any special conditions set forth herein will form part of any contract should UNRWA accept our proposal. We confirm our understanding, agreement and compliance with all the terms and conditions set forth in the RFP, including without limitation Sections 10, 11, 12, 13 and 14 of the Instructions to Bidders (Annex A to RFP). UNRWA and its authorized representatives are hereby authorized to conduct any inquiries or investigations to verify the statements, documents and information submitted in connection with this proposal, and to seek clarification from any authority, bankers and clients regarding any financial and technical aspects of the proposal. This letter of introduction will also serve as an authorization for UNRWA to approach any individual or institution referred to in the supporting information, to provide such information deemed necessary by UNRWA to verify the statements and information provided in this bid, or with regard to our resources, experience and competence.

Name:

Title of Authorized Representative:

Signature:

Company Name and Address:

Telephone No: Email address:

NOTE: Please attach power of attorney or equivalent document evidencing authority of above signatory to sign the

proposal and represent the bidder.

ANNEX H FINANCIAL PROPOSAL FORMAT The format must include specific expenditures.

[Date] To: THE UNITED NATIONS RELIEF AND WORKS AGENCY

FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA) Attention: Chief Procurement and Logistics Division UNRWA Headquarters, Amman Industrial Street Bayader Wadi El-Seer Amman 11814 Jordan

Ladies/Gentlemen: We, the undersigned, offer for the provision of technical and application management services for UNRWA’s REACH application. In accordance with your Request for Proposal RFP# PLD/CPS/MO/SAP-TAM/2015-SAP Technical and Application Management. Our attached Financial Proposal is for the sum of [Amount in words and figures]. Our Financial Proposal shall be binding upon us subject to the modifications resulting from contract negotiations, up to expiration of the validity period of the Proposal, i.e., [insert date]. (Please note Section 5 of Annex A to this RFP.)

We understand you are not bound to accept any Proposal you receive.

Yours sincerely, Authorized Signature: Name and Title of Signatory: Name of Firm: Address:

Page 62 of 76

ANNEX I

UNITED NATIONS GLOBAL COMPACT AND SUPPLIER CODE OF CONDUCT

THE GLOBAL COMPACT Corporate Citizenship in the World Economy UNRWA strongly encourages all vendors to actively participate in the Global Compact. The Global Compact is a voluntary international corporate citizenship network initiated to support the participation of both the private sector and other social actors to advance responsible corporate citizenship and universal social and environmental principles to meet the challenges of globalization. EXPRESSIONS OF SUPPORT To participate in the Global Compact a company: 1. Sends a letter from the Chief Executive Officer (and where possible, endorsed by the board) to the Secretary-General expressing support for the Global Compact and its principles: Secretary-General United Nations New York, NY 10017 2. Sets in motion changes to business operations so that the Global Compact and its principles become part of strategy, culture and day-to-day operations; 3. Is expected to publicly advocate the Global Compact and its principles via communications vehicles such as press releases, speeches etc.; and 4. Is expected to publish in its annual report (or similar corporate report) a description of the ways in which it is supporting the Global Compact and its ten principles. This “Communication on Progress” is an important tool to demonstrate implementation through public accountability. The Global Compact offers engagement opportunities to all participants through the following: • Dialogues: Action-oriented meetings that focus on specific issues related to corporate citizenship, globalization and sustainable development. • Information Sharing and Learning Events: Local information sharing and learning events whereby participants share experiences and lessons related to Global Compact issues. Companies are also invited to develop and share examples of good corporate practices and lessons learned on the Global Compact website. • Partnership Projects: The Global Compact encourages participants to engage in partnership projects with UN agencies and civil society organizations in support of global development goals.

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THE PRINCIPLES OF THE GLOBAL COMPACT At the World Economic Forum, Davos, on 31 January 1999, then UN Secretary-General Kofi A. Annan challenged world business leaders to "embrace and enact" the Global Compact, both in their individual corporate practices and by supporting appropriate public policies. The Global Compact’s operational phase was launched at UN Headquarters in New York on 26 July 2000. During the first Global Compact Leaders Summit, held on 24 June 2004 at UN Headquarters in New York, the Secretary-General announced the addition of a tenth principle against corruption. Human Rights

Principle 1: The support and respect of the protection of international human rights; Principle 2: The refusal to participate or condone human rights abuses.

Labour

Principle 3: The support of freedom of association and the recognition of the right to collective bargaining; Principle 4: The abolition of compulsory labour; Principle 5: The abolition of child labour; Principle 6: The elimination of discrimination in employment and occupation.

Environment

Principle 7: The implementation of a precautionary and effective program to environmental issues; Principle 8: Initiatives that demonstrate environmental responsibility; Principle 9: The promotion of the diffusion of environmentally friendly technologies.

Anti-Corruption

Principle 10: The promotion and adoption of initiatives to counter all forms of corruption, including extortion and bribery.

Vendors interested in participating in the Global Compact are encouraged to visit the Global Compact website at www.unglobalcompact.org for further information.

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UNITED NATIONS SUPPLIER CODE OF CONDUCT UN Charter: The values enshrined in the United Nations (UN) Charter, respect for fundamental human rights, social justice and human dignity, and respect for the equal rights of men and women, serve as the overarching goals that suppliers to the UN are expected to achieve. Global Compact: At the World Economic Forum, Davos, on 31 January 1999, the UN Secretary-General challenged world business leaders to "embrace and enact" the Global Compact, both in their individual corporate practices and by supporting appropriate public policies. The Global Compact’s operational phase was launched at UN Headquarters in New York on 26 July 2000. During the first Global Compact Leaders Summit, held on 24 June 2004 at UN Headquarters in New York, the Secretary-General announced the addition of a tenth principle against corruption. The Global Compact is a voluntary international corporate citizenship network initiated to support the participation of both the private sector and other social actors to advance responsible corporate citizenship and universal social and environmental principles to meet the challenges of globalization. The United Nations strongly encourages all suppliers to actively participate in the Global Compact. And to that end, this Code has been developed with recognition of the importance of the ten principles of the UN Global Compact, and is viewed as an important means of integrating the Compact’s principles into the operations of the UN. The Code addresses the issues included in the Compact in the areas of human rights, labour, environment and anti-corruption and interpretation of the Code should be undertaken in a manner consistent with the Global Compact. Suppliers interested in supporting the Global Compact and for more information on the ten principles, can visit the Global Compact website at www.unglobalcompact.org. International Labor Organization (ILO) Core Labor Conventions: The Labour Conventions as established by the tripartite UN affiliated agency, the ILO, have served as the foundation on which much of this Code of Conduct is based. It is the UN’s expectation that any supplier providing products or services to the UN, will adhere to the spirit of its Charter, and the core principles of the ILO Conventions. The full text of the ILO Conventions can be accessed by accessing the ILO electronic

database.2 Continuous Improvement: The provisions as set forth in this Code of Conduct provide the minimum standards expected of suppliers to the UN. It is the expectation of the UN that suppliers adhere to all laws, rules and regulations, and strive to exceed both international and industry best practices. The UN recognizes that reaching the standards established in this Code of Conduct is a dynamic rather than static process and encourages suppliers to continually improve their workplace conditions. Monitoring and Evaluation: The UN may conduct on-site evaluations and inspections of its supplier’s facilities and those of their subcontractors to review their progress towards these principles. It is the expectation of the UN that suppliers, at a minimum, have established clear goals toward meeting the standards set forth in this Code of Conduct. The UN may monitor that milestones have been set and management systems have been put in place to ensure that the principles set out in this Code of Conduct have been met and failure to do so may impact the future ability of a supplier to do business with the UN. Notwithstanding the aspirational character of the principles contained in this Code of Conduct, UN Suppliers must understand that if they are awarded a contract with the United Nations, the United Nations General Conditions of Contract are an essential part of UN contracts and, therefore, legally enforceable against UN contractors. 1. Supplier Relationships: The provisions of this Code of Conduct set forth the expectations of all suppliers with whom the UN does business. The UN expects that these principles apply to suppliers, parent entities and subsidiary or affiliate entities, as well as all others with whom they do business including employees, subcontractors and other third-parties. The UN expects that suppliers ensure that this Code of Conduct is communicated to the employees and subcontractors of all suppliers, and that it is done in the local language and in a manner that is understood by all. 2. Promoting the Principles of this Code of Conduct: The UN expects that its suppliers will establish and maintain appropriate management systems whose scope is related to the content of this Code of Conduct, and that they actively review, monitor and modify their management processes and

2 www.ilo.org/ilolex/english/convdisp2.htm.

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business operations to ensure they align with the principles set forth in this Code of Conduct. All principles contained in this Code of Conduct are of equal importance independently of their order of appearance. Supplier participants in the Global Compact are strongly encouraged to operationalize its principles and to annually communicate their progress to stakeholders. 3. Subcontracting: The UN expects that its suppliers encourage and work with their own suppliers and subcontractors to ensure that they also strive to meet the principles of this Code of Conduct or equivalent set of principles. Labour: 4. Freedom of Association and Collective Bargaining: The UN expects its suppliers to recognize and respect the rights of employees to freely associate, organize and bargain collectively in accordance with the laws of the countries in which they are employed, as well as core ILO conventions Freedom of Association and Protection of the Right to Organise Convention, (C 87, 1948) and Right to Organise and Collective Bargaining Convention, (C.98-1949). The UN recognizes the importance of open communication and direct engagement between workers and management and suppliers are to respect the rights of workers to associate freely and communicate openly with management regarding working conditions without fear of harassment, intimidation, penalty, interference or reprisal. 5. Forced Labor: The UN expects its suppliers to prohibit any use of forced, bonded or indentured labor or involuntary prison labor, and embrace employment practices consistent with ILO conventions pertaining to forced labor: Forced Labour Convention, (c.29-1930) and Abolition of Forced Labour Convention, (C.105-1957). All work, including overtime work, will be voluntary and workers should be free to leave upon reasonable notice. Suppliers should also not mandate that workers hand over government-issued identification; passports or work permits as a condition of employment. 6. Child Labor: The UN expects its suppliers, at a minimum, not to engage in any practice inconsistent with the rights set forth in the Convention on the Rights of the Child, the ILO Minimum Age Convention (C.138-1973) or the Prohibition and Immediate Elimination of the Worst Forms of Child Labor Convention (C. 182-1999). The minimum admission to employment or work shall not be less than the age of completion of compulsory schooling, normally not less than 15 years or 14 where the local law of the country permits, deferring to the greatest age. Additionally, all young workers must be protected from performing any work that is likely to be hazardous or to interfere with the child’s education or that may be harmful to the child’s health, physical, mental, social, spiritual or moral development. All suppliers should also adhere to legitimate workplace apprenticeship programs and comply with all laws and regulations governing child labor and apprenticeship programs. 7. Discrimination: The UN does not tolerate any form of discrimination in hiring and employment practices on the ground or race, color, religion, gender, sexual orientation, age, physical ability, health condition, political opinion, nationality, social or ethnic origin, union membership or marital status. Consistent with the principles espoused in ILO Conventions on Discrimination (Discrimination (Employment and Occupation) Convention, C.111-1958) and Equal Remuneration (Equal Remuneration Convention, C. 100-1951), the UN also discourages discrimination regarding access to training, promotion, and rewards. 8. Working Hours: The UN expects its suppliers to comply with all applicable working hour requirements as established by local law, and should never exceed 60 hours per week, including overtime, except in emergency or unusual situations. Suppliers must ensure that all overtime work is voluntary and compensated at the prevailing overtime rates. Suppliers are encouraged to ensure that workers are provided with one day off in every seven-day week. 9. Compensation: The UN expects its suppliers to comply, at a minimum, with all wage and hour laws and regulations, including those pertaining to minimum wages, overtime wages, piece rates, other elements of compensation and to provide legally mandated benefits

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Human Rights: 10. Human Rights: The UN expects its suppliers to support and respect the protection of internationally proclaimed human rights and to ensure that they are not complicit in human rights abuses. 11. Harassment, Harsh or Inhumane Treatment: The UN expects its suppliers to create and maintain an environment that treats all employees with dignity and respect and will not use any threats of violence, sexual exploitation or abuse, verbal or psychological harassment or abuse. No harsh or inhumane treatment coercion or corporal punishment of any kind is tolerated, nor is there to be the threat of any such treatment. 12. Health and Safety: The UN expects its suppliers to follow all relevant legislation, regulations and directives in country in which they operate to ensure a safe and healthy workplace or any other location where production or work is undertaken. At a minimum, suppliers should strive to implement recognized management systems and guidelines such as the ILO Guidelines on Occupational Safety

and Health (ILO-OSH-2001) which can be found at ILO's website3 and ensure at a minimum, reasonable access to potable water and sanitary facilities; fire safety; emergency preparedness and response; industrial hygiene; adequate lighting and ventilation; occupational injury and illness and machine safeguarding. Suppliers will also ensure these same standards apply to any dormitory or canteen facilities. 13. Mines: We expect UN suppliers to strive not to engage in the sale or manufacture of anti-personnel mines or components utilized in the manufacture of anti-personnel mines. Environment: 14. Environmental: The UN expects its suppliers to have an effective environmental policy and to comply with existing legislation and regulations regarding the protection of the environment. Suppliers should wherever possible support a precautionary approach to environmental matters, undertake initiatives to promote greater environmental responsibility and encourage the diffusion of environmentally friendly technologies implementing sound life-cycle practices. 15. Chemical and Hazardous Materials: Chemical and other materials posing a hazard if released to the environment are to be identified and managed to ensure their safe handling, movement, storage, recycling or reuse and disposal. 16. Wastewater and Solid Waste: Wastewater and solid waste generated from operations, industrial processes and sanitation facilities are to be monitored, controlled and treated as required prior to discharge or disposal. 17. Air Emissions: Air emissions of volatile organic chemicals, aerosols, corrosives, particulates, ozone depleting chemicals and combustion by-products generated from operations are to be characterized, monitored, controlled and treated as required prior to discharge. 18. Minimize Waste, Maximize Recycling: Waste of all types, including water and energy, are to be reduced or eliminated at the source or by practices such as modifying production, maintenance and facility processes, materials substitution, conservation, recycling and re-using materials. Bribery & Corruption: 19. Corruption: The UN expects UN suppliers to adhere to the highest standard of moral and ethical conduct, to respect local laws and not engage in any form of corrupt practices, including extortion, fraud, or bribery, at a minimum. 20. Conflict of Interest: UN suppliers are expected to disclose to the UN any situation that may appear as a conflict of interest, and disclose to the UN if any UN official or professional under contract

3 www.ilo.org/public/english/protection/safework/managmnt/guide.htm.

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with the UN may have an interest of any kind in the supplier's business or any kind of economic ties with the supplier. 21. Gifts and Hospitality: The UN has a “zero tolerance” policy and does not accept any type of gift or any offer of hospitality beyond that of a representational nature. The UN will not accept any recreational trips to sporting or cultural events, theme parks or offers of holidays, transportation, or invitations to extravagant lunches or dinners. The UN expects UN suppliers not to offer any benefit such as free goods or services or a work position or sales opportunity to a UN staff member or a former UN staff member in order to facilitate the suppliers business with the UN. We encourage UN suppliers to communicate to us any actions taken to improve its business practices and to send us suggestions about how can the UN best contribute to the implementation of the principles set out in this Code of Conduct. Contacts: Any questions related to this Code of Conduct can be addressed to the Chief, Procurement & Logistics Division at cpld@unrwa.org

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ANNEX J

ACKNOWLEDGMENT LETTER [Letterhead of bidder, including full postal address, telephone no. and fax no.]

Date: [insert date]

To: THE UNITED NATIONS RELIEF AND WORKS AGENCY

FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA) Attention: Chief Procurement and Logistics Division UNRWA Headquarters, Amman Industrial Street Bayader Wadi El-Seer Amman 11814, Jordan

Subject: RFP# PLD/CPS/EA/SAP Technical and Application Management/2015 Dear Madam, dear Sir, We, the undersigned, acknowledge receipt of the above-referenced Request for Proposal (RFP) as part of this tendering exercise and hereby confirm that we:

INTEND to submit a proposal to UNRWA by the deadline date. We further confirm that we are:

Registered as a Vendor in UNGM at least at Level 1 with the ID no: _____________

Not registered as a Vendor in UNGM at Level 1 but will do so by the time of bid submission

Not registered as a Vendor in UNGM at all but will do so by the time of bid submission We acknowledge that this RFP is confidential and proprietary to UNRWA, and contains privileged information. Upon request, we will return this RFP or any part thereof, and all copies thereof, to UNRWA.

Name:

Title of Authorized Representative:

Signature:

Company Name and Address:

Telephone No:

Email address: _________________________ If you do not intend to submit a proposal to the UNRWA, please indicate the reason: Kindly return this acknowledgment immediately by email to cpld@unrwa.org (Please indicate RFP# on subject line.)

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ANNEX K TECHNICAL PROPOSAL TEMPLATE

CONFIDENTIAL RFP NO. PLD/CPS/MO/SAP-TAM/2015 SAP TECHNICAL AND APPLICATION MANAGEMENT

NOTE: NO FINANCIAL INFORMATION SHOULD BE IN THIS DOCUMENT

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Introduction This document provides a template Contractors should use to respond to the SoW of this RFP. Note that the SoW (Annex D) and any or all responses that are provided by the Contractor in response to this RFP may form the basis of any final contract between the parties. Unless otherwise mutually agreed in writing as part of any final contract, the terms of the SoW in Annex D shall take priority in terms of service delivery requirements. Any services not included in the SoW shall be explicitly noted in this response so UNRWA may make a proper comparison between the offers of prospective service providers. ELIGIBILITY CHECK (MANDATORY REQUIREMENT) 1. References Please, document in this chapter the references needed for your proposal to be considered and evaluated. Please provide three (3) References (Name, Title, Organization, Phone and Email) that UNRWA is permitted to contact. Each reference account must be (1) for SAP ECC 6.0 application management, (2) in the public sector using IPSAS and Fund Management

Reference 1 Reference 2 Reference 3

2. Please, list all the SAP certifications achieved by your company

3. A demonstrable revenue for similar activities (i.e. Service or project for SAP applications), for the

last 3 years with a minimum total turnover of US$ 10,000,000.00 (Ten Million USD)

Please, document the demonstrable revenues for similar activities (i.e. Service or project for SAP applications), for the last 3 years equal to or around US$11.5 million

Year Client SAP Services Provided

Total revenue

4. UNGM Vendor ID no: _____

5. Confirmation that vendor is not on any UN Sanctions List GENERAL Scope of this SoW Please provide a statement of compliance with the diagram of Section 1.3 “Scope of this SoW” of Annex D. In addition, please provide:

Any Contractor areas that are out of scope in your response;

Whether you see any issues with governing and delivering services within the defined areas of responsibility;

If there is any modification you would make to the requested divisions of labor.

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Period of Performance Referencing section 1.4 “Period of Performance” of Annex D, please provide a statement of readiness and willingness to work in this manner. If there are any issues of noncompliance, please state them here. REACH TECHNICAL OPERATIONS Please provide a statement of your overall understanding of the requirements and a description of how your company typically delivers this scope of services. In general, for all subsections within “REACH Technical Operations”, please provide the following:

The number of customers for which you perform this role for SAP systems;

For how long you have been providing these services;

The qualifications and certifications of your company and staff who perform this role;

The tools your company uses to provide these services;

How the services and recurring and/or final deliverables are provided to your customers and how this knowledge base is managed;

How your services are managed and delivered internally. The sections below correspond to the same sections of the SoW in Annex D. SAP Basis and Other Technical Component Monitoring Statement of Compliance / Excluded Activities Please provide an overall statement of compliance, or itemize requested activities that are excluded from your offer. Other Activities Typically Included as Part of this Service Please provide a detailed description of other activities that you propose should be provided as part of this service but are not listed in our SoW. Service Delivery Approach Please define in detail how you plan to provide this service. SAP Basis Administration Statement of Compliance / Excluded Activities Please provide an overall statement of compliance, or itemize requested activities that are excluded from your offer.

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Other Activities Typically Included as Part of this Service Please provide a detailed description of other activities that you propose should be provided as part of this service but are not listed in our SoW. Service Delivery Approach Please define in detail how you plan to provide this service. Citrix Operations and Technical Support Statement of Compliance / Excluded Activities Please provide an overall statement of compliance, or itemize requested activities that are excluded from your offer. Other Activities Typically Included as Part of this Service Please provide a detailed description of other activities that you propose should be provided as part of this service but are not listed in our SoW. Service Delivery Approach Please define in detail how you plan to provide this service. Incident and Fault Management Statement of Compliance / Excluded Activities Please provide an overall statement of compliance, or itemize requested activities that are excluded from your offer. Other Activities Typically Included as Part of this Service Please provide a detailed description of other activities that you propose should be provided as part of this service but are not listed in our SoW. Process Management Approach Please review the Annexes of this RFP, and:

Provide a recommended alternative set of your standard processes if you believe UNRWA would benefit from your alternative approach in terms of quality of service or lower cost;

Provide a recommendation for a management system to govern this process; whether your internal system or UNRWA’s existing systems of BMC Service Desk and JIRA for change request management.

Reporting Statement of Compliance / Excluded Activities Please provide an overall statement of compliance, or itemize requested activities that are excluded from your offer. Other Activities Typically Included as Part of this Service Please provide a detailed description of other activities that you propose should be provided as part of this service but are not listed in our SoW. Examples of Reports Please provide examples of the reports requested in the section of the SoW.

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REACH APPLICATION MANAGEMENT Statement of Compliance / Excluded Activities Please provide an overall statement of compliance, or itemize requested activities that are excluded from your offer. Other Activities Typically Included as Part of this Service Please provide a detailed description of other activities that you propose should be provided as part of this service but are not listed in our SoW. Service Delivery Approach Please provide in detail how you would deliver the overall service as well as the detailed requests of the service catalogue in the section “Application Management Service” of Annex 1. In the event there are superior service approaches or more cost effective ways for UNRWA to acquire the functional equivalent of the services requested, please provide those alternative recommendations in addition to the requested services of the SoW. REACH BUSINESS PROCESS OPERATIONS SUPPORT Service Delivery Manager Please provide a detailed explanation on how your company typically fulfills this role on client sites, as well as the way you recommend relationship management is implemented. Please provide descriptions of these approaches for both Options 1 and 2. Please provide a Statement of Compliance / Excluded Activities for this onsite resource. Please provide the full CVs of the primary and at least one but less than three backup candidate(s) you propose for this role. Please confirm that the SDM is available to be onsite in Amman, Jordan for the Period of Performance, and that as required your company can manage all related activities to secure the proper work permits and residency permits. Functional Domain Experts/Analysts (FDE) Please note that this section needs to be completed only if you are proposing Option 1. Statement of Compliance / Excluded Activities Please provide an overall statement of compliance, or itemize requested activities that are excluded from your offer. Other Activities Typically Included as Part of this Service Please provide a detailed description of other activities that you propose should be provided as part of this service but are not listed in our SoW. Resourcing Approach Please provide a detailed description of how you propose to organize the support streams and number of resources that you plan to deploy. If you propose to provide an alternative approach to providing this service, please do so, and demonstrate traceability to the original request. Please provide the full CVs of the primary and at least one but less than two backup candidate(s) you propose for each stream lead (FDE) role. Service Approach Please specify whether you can provide both Options 1 and 2. If your company is able to provide both options, please state whether you can accept providing only Option 2 at UNRWA’s request.

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SERVICE MANAGEMENT REQUIREMENTS Governance Please provide a detailed description for your approach to governance for this SoW, given the requirements in the SoW. Resourcing Please provide a statement of compliance with requirements of this section in the SoW. Please detail any noncompliance and/or proposed alternative approaches. Tracking, Reporting and Status Meetings Please provide a detailed description for your approach to governance for this SoW, given the requirements in the SoW. Please provide examples of reports, status report templates, and other materials not already requested for reporting. Knowledge Transfer Please provide a statement of compliance with requirements of this section in the SoW. Please detail any noncompliance and/or proposed alternative approaches. Please provide your proposed approach for fulfilling the Knowledge Transfer requirements. SERVICE LOGISTICS Onsite Living Please provide a statement of compliance with these requirements. Please highlight any exceptions or issues you believe you may encounter in fulfilling this part of the mandate. Travel Please provide a statement of compliance with these requirements. Please highlight any exceptions or issues you believe you may encounter in fulfilling this part of the mandate. Computers Please provide a statement of compliance with these requirements as well as any additional comments. Access to UNRWA’s Hosting Environment Please provide a statement of compliance with these requirements as well as any additional comments. APPENDIX 1 –SUPPORT COVERAGE Please provide a statement of compliance with these requirements as well as any additional comments or counterproposals for Support Coverage.

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ANNEX L FINANCIAL PROPOSAL TEMPLATE Instructions

1. Please complete the Baseline Services worksheet unmodified.

2. Please complete the Additional Services worksheet, Section 3 REACH Application Management, Change Requests, Major, using the exact template specified. Please add additional lines to the Additional Services worksheet, Other Resource Categories, for other related services your company could provide not specifically requested in this RFP. This could include .Net developer services or other technologies related to the UNRWA landscape.

3. Please submit this Excel file as well as a corresponding PDF file for your Financial Proposal. Provide additional covering sheets to the PDF version as required.

Scoring:

Technical - 80% (see Annex E)

Financial - 20%

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1. Baseline Services worksheet unmodified

Annex D SoW Service Reference Annual Price USD

Section 2 REACH Technical Operations

Section 3 REACH Application Management Baseline Services

Section 4 REACH Business Process Operations Support - Option 1

Section 4 REACH Business Process Operations Support - Option 2

TOTAL Annual Amount in USD$ 0

2. Please complete the Additional Services worksheet, Section 3 REACH Application Management,

Change Requests, Major, using the exact template specified. Please add additional lines to the Additional Services worksheet, Other Resource Categories, for other related services your company could provide not specifically requested in this RFP. This could include .Net developer services or other technologies related to the UNRWA landscape.

Section 3 REACH Application Management, Change Requests, Major

Resource Category Pricing unit of Measure

Unit Price USD

Your Notes or Equivalent Title

Allocation

Project Manager/Lead Per hour or per day

10%

Application Analyst Per hour or per day

20%

Application Configuration Per hour or per day

40%

Technical Development / FRICE Per hour or per day

30%

Please ADD additional lines to this template as required.

Other Resource Categories Pricing unit of Measure

Unit Price USD

Notes

Other Application Management Activities

Per hour or per day

Please provide a detailed rate card for these services

Enhancement Packages and Other Major Technical Services

Per hour or per day

Please provide a detailed rate card for these services