Transcript Application Support Contract Approach

Technical Management Support Tender
Presentation to Industry
29 Sept 2008
ESA OPS-EM
ESA OPS-ER
ESA RES-PO
Technical Management Support Tender
1
Technical Management Support
Industry Briefing
Agenda
• Part I – 14h – 15h
–
–
–
M. Douzal, Management Information Systems Division
Background, Objectives, Scope, Context
Service Requirements, Roles and Interactions
Conditions of Service, Management Requirements
• Coffee Break -15h – 15h30
• Part II – 15h30 – 16h
–
S. Benetti, Head of General Procurement Service
Tendering and Contractual Aspects
• Part III – 16h – 16h30
– Q&A
Technical Management Support Tender
2
Background and Objectives
• Informatics and Facility Management Department of ESA (OPS-E) is in
charge of:
–
–
ESA Corporate Information Systems
ESA ICT Infrastructure
• Service and Development Contracts in place for technical
implementation
• Role of the staff = management, supervision, direction, monitoring –
not technical implementation
• Major new project (Financial Management Reform) started, absorbing
significant manpower resources
• Need to balance the manpower and introduce flexibility in the
staffing
• Need for manpower support
–
–
in managerial, not technical tasks
eg application management, service management, project management…
with a technical content
eg validation of deliverables, user support, process and requirements engineering…
Technical Management Support Tender
3
Scope and Context – Information Systems
•
Corporate Information Systems support ESA’s management processes:
–
•
50+ Corporate Applications supported – see Annex A of SoW for
–
–
•
Overall map of the applications with main process flows
List showing for each application the main processes supported, major functions, and
technology
Main architectural profiles =
–
–
–
–
•
Finance and Accounting, Asset Management, HR, Procurement, IP, Corporate Planning
and Controlling, Documentation Management, Identity Management, Facility
Management
Lotus Notes,
Web + Oracle,
Client-Server (SAP, SmartStream, Archibus)
Documentum
As a result of the Financial Management Reform, most applications will be
replaced with a SAP implementation or transformed to:
–
–
Fit FinRef business processes
Interface the SAP solution
Technical Management Support Tender
4
Scope and Context – ICT infrastructure
•
•
ICT services provided under an outsourcing contract with EDS, acting as
Overall Service Provider (prime contractor), and covering all ICT service areas
with the support of subcontracted service providers.
ESA manages the outsourcing contract through a team of ICT technical and
management staff, who are responsible for the supervision of operational,
service management and for the supervision of evolution activities conducted
by the contractor.
ICT Service Areas:
• Desktop (DCI, Distributed Computing Infrastructure): 4000+ desktops, Active
Directory back-end infrastructure,
• Office automation (DCA, Distributed Computing Applications): Lotus Notes
groupware
• Network (WAN/Internet), Security, Mobility Services
• Applications Infrastructure Services (AIS): data center at ESRIN supporting ESA
Corporate Applications
• Service Desk and Functional Support
Technical Management Support Tender
5
Service Requirements
• Provision of Personnel with background and skills in line with the roles
defined
• Quality and continuity of service ensured by overall service
management
• Initial list of tasks / roles defined:
–
–
–
–
–
Application Coordinator
Application Service Manager
Application Evolution Manager
Manager of Infrastructure Operations and Services
Manager of Infrastructure Evolution and Engineering
• Corresponding skill profiles indicated
–
Autonomy and willingness to take responsibility required for all tasks /
roles / profiles
• Initial list of profiles defined
–
–
for the purpose of the tendering process
on the basis of current needs
but not exhaustive: more will be defined and requested as needed
• Cardinality: immediate 1 or 2, growing to ~12 by end 2009
Technical Management Support Tender
6
Roles and Interactions
ESA Managers, Customers, Users
Governance
Requirements
Priorities
Funding
….similar / related inputs
Institutional and
Operational Interactions
Operational Interactions
ESA OPS-E staff
Support Contract personnel
Support /
Contribution
Support to:
Management
Management
Supervision
Supervision
Validation
Validation
….similar / related tasks
….similar / related tasks
Institutional and
Operational Interactions
Operational Interactions
Industrial Contractors
Design
Technical implementation
Maintenance
User support
….similar / related tasks
Technical Management Support Tender
7
Conditions of Service
•
Grading scheme defined as a reference for rate definition / comparison
–
–
–
–
•
Location:
–
–
•
Contract: 3+2 years
Missions: in principle 1 year or longer, possibly shorter and at short notice
Selection procedure
–
–
–
–
•
Initially ESRIN – with missions
Possibly other ESA establishments
Duration:
–
–
•
Category 1: Senior Manager
Category 2: Manager
Category 3: Functional Analyst
Category 4: Technical ICT Support
ESA issues requests, Industrial Partner responds within 3 weeks with 3+ CV’s
Personnel interviewed by ESA before final selection
ESA may indicate specific Personnel to be provided
Industrial Partner makes the necessary arrangements eg sub-contracting
Service Compatibility
–
Any conflict of interest is to be flagged and mitigated
•
•
–
possibly by withdrawing from other activities
or by conflict-removing allocation of persons to tasks
EDS and Accenture not permitted to bid
Technical Management Support Tender
8
Management Requirements
•
Overall Contract Management
–
–
–
–
•
Availability and maintenance of the Personnel’s skills
Administration and reporting on the activities
Staff Management
Quality Management System
Personnel Management
–
–
–
–
Accounting and reporting of hours worked (possible requirement to use ESA’s Time Sheet
System)
Planning of leave (agreed by ESA supervisor)
Planning and organization of business travel (agreed by ESA supervisor)
Management of skills and training plan, funded by
• the industrial partner (IT technology and tools)
• ESA (specificities of ESA applications)
•
Sub-contractor Management
–
–
No sub-contractors in the bid
Capability and willingness to management sub-co’s in the course of the contract as needed:
• to provide the required profiles
• to comply with ESA request
–
Form of collaboration to be transparent to ESA and compatible with contract requirements
Technical Management Support Tender
9
Technical Management Support
Industry Briefing
Agenda
• Part I – 14h – 15h
–
–
–
M. Douzal, Management Information Systems Division
Background, Objectives, Scope, Context
Service Requirements, Roles and Interactions
Conditions of Service, Management Requirements
• Coffee Break -15h – 15h30
• Part II – 15h30 – 16h
–
S. Benetti, Head of General Procurement Service
Tendering and Contractual Aspects
• Part III – 16h – 16h30
– Q&A
Technical Management Support Tender
10
Tendering and Contractual Aspects
• The offer shall describe:
– approach, method, procedures and
responsibilities to be put in place for the
management of the contract.
– how do you ensure continuity of the
support (e.g. overlap between
new/leaving staff) in delivering the
service in ESRIN?
Technical Management Support Tender
11
Tendering and Contractual Aspects
The offer shall describe:
• the conditions (financial and legal) to
integrate subcontractors
• the conditions (financial and legal) to
provide the two key staff positions,
currently covered by contractor’s staff
employed by Agency via a Labour Agent
–
–
Employ current key people
Propose alternatives
Technical Management Support Tender
12
Tendering and Contractual Aspects
• The offer shall propose:
– Staff Profiles available in the Company
matching required skills defined in the
SOW
– Overview of the skills and experience
available within the company, other skills
than those already available with the
proposed profiles.
Technical Management Support Tender
13
Tendering and Contractual Aspects
The offer shall not:
Propose subcontractors
The offer shall:
The offer shall only define the condition for
the progressive integration of
subcontractors currently supporting ESA
Technical Management Support Tender
14
Tendering and Contractual Aspects
The offer shall :
• provide general information on company
(organisation, size, turnover …)
• accept Contract Conditions or propose
rationale and alternative text….
Technical Management Support Tender
15
Conclusion
Questions and Answers
?
Technical Management Support Tender
16