RT15-2016: SUPPLY AND DELIVERY OF MOBILE … RT15-2016... · rt15-2016: supply and delivery of...

RT15-2016: SUPPLY AND DELIVERY OF MOBILE COMMUNICATION SERVICES TO THE STATE

APPENDIX A – TECHNICAL RESPONSE COMPLIANCE SHEET

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Bidders to submit a detailed technical proposal that covers all elements as listed below.

In addition, bidders to complete the technical response compliance sheet and indicate compliance or non-compliance.

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Substantiation Reference to

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1 Enterprise Operability and Scalability

1.1 The desired solution should be a one subscription account per Department that

integrates all users within a Department for voice and data requirements.

1.2 The solution should be scalable for varying Departmental requirements and the

technical proposal must respond to these.

1.3 Bidders are encouraged to offer options and solutions which in an innovative way,

contribute to the reduction of costs within the State as well as giving the State

quality services that enhances service delivery.

1.4 The solution should be able to respond to multiple layers of complex operational

requirements and service severity in terms of service delivery eg. South African

Police Services, Defence, Water, Agriculture, Forestry and Fisheries, Labour, etc.

Bidders are encouraged to visit our websites at Treasury (www. treasury.gov.za)



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or the Government website (www.gov.za) for further information on National and

Provincial Departments within the Country.

1.5 Bidders should indicate a high level project plan of work in order to on-board the

large number of Departments

1.6 The solution should blend with the various Departmental policy engagement

models of where:

1.6.1 A department pays on behalf of users with and without value limits and with split

billing/ soft locking mechanisms to manage costs.

1.6.2 Where employees receive an allowance and either subscribes directly or through

a Departmental Corporate account.

1.6.3 Where employee pays and claims for usage on a monthly basis with and without

policy value limits.

1.6.4 Where employees bring their own devices and get an allowance.

1.6.5 Where Departments split the purchasing of devices and airtime.

1.7 The solution should integrate voice, data and SMS and have allocation rules and

capabilities to be pushed to users from an enterprise combination pool of voice,

data, sms, universal service structured data (USSD), and be able to apply reverse

billing in the allocations.



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1.8 Must be able to provide any enterprise combination of cellular voice / data

packages and devices for an estimated total of 400 000 SIM cards. The Service

Provider/s must also be able to provide any additional number of packages during

the period of the contract should the need arise.

1.9 Employees should be able to add data and voice bundles if and when required to

supplement individual usage

1.10 All current numbers are to be retained and ported to new contract. The various

Departments and employees currently do have contracts with service provider/s

that expire at various timeframes over the next 18 months. The National Treasury

has placed a temporary freeze on upgrading of lines and it is expected that a fair

amount of lines will expire within the first year which would ease the on-boarding

process.

1.11 Bidders would be required to take a broad view across all Departments to explore

optimal ways of porting/ migrating numbers without cost implications to the State.

The sequencing of implementation for Departments with awarded service

provider/s will be handled by the National Treasury.

1.12 Bidders must indicate in the proposal how the migration of existing contracts from

the multiple service providers will be handled without inconvenience to the



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officials using cellular devices.

1.13 Successful bidder/s will be required, if applicable, to port numbers onto their

network and this should be done free of charge within 14 days.

1.14 Convergence solutions with Departmental fixed line solutions - Bidders must

indicate capabilities to work with the fixed telephony supplier/s to implement any

routing required on the main PABX which for example may automatically prefix

the mobile number dialled to route the call to the appointed mobile provider’s

network. This permits mobiles to be treated as internal extensions and routes all

land to mobile calls via the appointed mobile provider.

1.15 Backhauls or other means to consolidate/concentrate and route/trunk

voice/data/messaging within and between major sites/metros to reduce costs

(e.g. between Pretoria and Johannesburg and Cape Town)

1.16 The solution should be able to cater for uncapped voice and data users

1.17 The solution should adopt ceiling limits for certain users and have options for soft

locking and split billing capabilities

1.18 Data access point naming or similar capabilities for managing data centrally

1.19 Enabling closed user groups or hybrid solutions to enable grouping within a

Department;



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1.20 Provision of customised IMS and USSD solutions for Government

1.21 Data Messaging Services as follows:

1.21.1 Departments have various requirements in terms of citizen and employee

messaging and these requirements will be picked up at each of the Departments

by the successful service provider/s.

1.21.2 These include bulk messaging services, automated vehicle location tracking

services, short code services inbound and outbound, including reverse billing

applications.

1.21.3 Departments require from time to time communication with staff and subscribers

across all 4 Mobile Network Operator (MNO) via a single interface to send and/or

receive bulk messages, i.e SMS Bundles, WASP Services & Bulk SMS. Service

providers to ensure that the WASP partners are full WASPA members and they

comply with WASP Code of Conduct and other industry regulations.

1.21.4 Short Code Messaging Services inbound and outbound with reverse billing

capabilities

2 Coverage and Reach Quality Requirements

2.1 Bidders must have the requisite coverage and quality that meets the criterion to



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provide services to the National and Provincial Departments of the Government of

South Africa. A minimum coverage signal of EDGE is required.

2.2 Coverage map indicating cities, towns, population and land

2.3 Coverage signal indicators for 2G, 3G and LTE for cities, towns, population and

land

2.4 Signal speed indicators for cities, towns, population and land

2.5 Indication of measures in place for improving the quality of service within

Government where poor quality signal exists.

3 Enterprise Mobility Management

3.1 The State requires an Enterprise Mobility Management Solution that meets

growing user demand. The growing need for workers to be able to access and

conduct their work from anywhere has created a need for the use of mobile

devices. To do this, a new generation of automated and dynamically adjustable

Enterprise Mobility management based on security management must be

deployed. This includes mobile access to email, calendar, business applications,

databases and documents making employees more productive and informed by

giving them the information they need, when they need it, right at their fingertips.

3.2 Mobile Device Management to include:



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a. Provisioning

b. Configuration management, including detection of unauthorized or

potentially dangerous changes such as jail breaking, verification,

function locking (where appropriate) and more.

c. Inventory management, which includes both devices and apps, is

particularly important in enterprise-liability implementations.

d. OS Configuration Management

e. Execute remote actions like remote wipe or selective remote wipe

3.3 Mobile Content management to enables users to access secure content from

their mobile devices. The mobile content management function within EMM suites

has three fundamental roles:

a. Secure Container (containerization)— Containerization provides

complete separation of corporate and personal data on devices,

securing corporate resources and maintaining employee privacy.

b. A client-side application that enables a user to store content securely on

a mobile device. The EMM can enforce policies such as authentication,

file sharing and copy/paste restriction.



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c. Contain Sensitive Corporate Data:

i. Protect data in an encrypted container

ii. Set and enforce granular policies for strong mobile security and

DLP controls

iii. Stop outsiders from accessing sensitive data by enforcing

authentication and enabling authorization

iv. Fully wipe a device and any confidential data if it’s lost or stolen

v. Traffic is directed between devices and the gateway; they cannot

read any encrypted data

vi. Content Access — A connection to a back-end repository where

users can pull content to their devices. Specific capabilities include

Support for specific back-end repositories (SharePoint,

Documentum, etc., restrict downloads while roaming and audit

logging to track who accesses/downloads files

3.4 Mobility intelligence, monitoring and analytics system(s), which cover multiple

services and various related charges, multiple operators, white-list/black-list, are

accessible, available and useful for departments and service provider(s) to



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optimise services/costs (mobile expense management) in almost-real-time

4 Security

4.1 Mobile security embodies a number of vulnerabilities and these must be

addressed. Bidders must address concerns of losing control of sensitive

corporate data that is on a device that is lost, stolen or in the possession of

someone who leaves the company. There are also issues with regard to

protecting information in transit, contact numbers, compromised applications and

the potential for introducing viruses and malware

4.2 Mobility security applications on the device, spend management, ability to

separate private and corporate data

4.3 Data Protection solutions (encryption solutions) are required, which defend

access to secure data on storage systems, smartphones, tablets, etc.

4.4 A comprehensive range of integrated and centrally managed data protection

solutions, extending from smartphones, tablets to securing data on applications

like e-mail and others.

5 Devices

5.1 The list of devices is not limited and may be expanded subject to the business

needs of Departments and changes in technology. It comprises standard mobile



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handsets; smartphone handsets; mobile broadband devices; and mobile tablets.

5.2 The mobile devices shall conform to all digital GSM standards and be approved

by ICASA. No inferior or grey cellular devices and/or accessories will be

accepted. Only ICASA approved devices will be accepted.

5.3 All devices must be SIP (Session Initiation Protocol) Compliant to ensure they

could be integrated into the Voice Over Internet Protocol (VOIP) Unified

Communication Solution (UCS) used by the Department that will be making use

of the Departmental Wi-Fi network, which integrates with the UCS network.

5.4 Brochures of all handsets that are offered on the contract with their technical

specification must be submitted with the bid document on a separate file. All

brochures and specification of the handsets offered must also be in softcopy in

PDF format and on a separate CD than the bid document.

5.5 Each cellular phone and accessories shall be packaged in its own container and

be accompanied with the respective delivery note. The packaging must be

sufficiently robust to prevent damage.

5.6 Bidders to provide a catalogue of low, medium and high end specifications for

devices which includes cellular phones, modems, routers and tablets. Catalogue

should include pricing for outright purchase and subsidised cost over 12 and 24



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months.

5.7 The State reserves the right to benchmark pricing at any stage to ensure value for

money during the contract phase.

5.8 Handset Accessories – all mobile devices should be supplied with A rapid

charger; A battery and standard accessories i.e. earphones. Appropriately boxed

and come complete with the following accessories: user guide, re-charging

device, and battery. Any additional accessories that you may choose to offer with

each handset as part of the contract shall be detailed in your brochures

submitted.

5.9 USB Modem with the following minimum specification:

a. HSPA+/HSDPA/HSUPA/3G/EDGE/GPRS

b. Plug and Play Software

c. Windows 7 (and later versions)/ Apple Mac/Android?

5.10 Router, 21 Mbps – 150 Mbps

a. Micro SD Slot



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b. Connects 10 Devices

c. 3 G Failover

5.11 Tablet Packages

a. Tablets supplied with compatible pouches fitted with Bluetooth keyboards

b. Technology GSM/ HSPA/ LTE

c. Wifi and Bluetooth Enabled

d. 4 G/ LTE Enabled

e. Internet and business email enabled

f. Approximately 10‖

g. Micro Sim

h. Touchscreen

i. Memory – internal 64 Gb, Micro SD card slot

j. Latest version Android or IOS

k. HD Camera with at least 8 megapixels and front HD camera with at least 4

megapixels with camera flashlight

5.12 Device Warrantees and Damages



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a. The bidder should provide a two year guarantee on all equipment.

b. During the period of guarantee the bidder shall at his own expenses, carry

out all necessary repair work, including material & labour if it is a factory fault.

c. All devices must come with a 14 day replacement warrantee.

d. The bidder shall replace all faulty phones and or accessories, per item or the

complete kit, during the entire period within one (1) week after a fault was

reported to the bidder, at the cost of the bidder, unless the cellular phone and

or accessories shows abuse by the Department, in which cases the

Department will be liable for the replacement or repair costs.

6 Value Added Services

6.1 Free value-added-services must be proposed that would optimise use, reduce

costs, wastage and duplication including 'Apps' information. Examples may

include -

a) Calling line identification presentation (CLIP)

b) Detailed Billing

c) SIM Card Replacement Cost: The cost of the SIM card replacement and

swop due to theft, loss or damage,



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d) Bidders to provide information and rates for Insurance. The insurance rates

must remain valid for two years after commencement of the contract;

insurance will be per device.

e) Any other

7 Special Coverage and Reach Requirements

7.1 Multiple hosting or other means which automatically switches over to another

network when the current one does not have coverage in an area to ensure

maximum coverage

7.2 International roaming solutions for employees travelling abroad when required

and for employees that are permanently stationed abroad;

7.3 Bidder shall indicate roaming partners in Countries around the world. Where the

Tenderer has international voice and data roaming agreements, it is important

that the Tenderer can provide:

a. A list of international carriers with which it has agreements;

b. The countries covered by these agreements; and

c. Details of the limitations or benefits for Mobile Carriage Services in those



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countries.

7.4 Bidders to provide proposals on end user education that can be implemented to

lower the costs of cross border communications

7.5 Provision of ongoing advice and guidance to Departments regarding the most

cost effective solution/s for meeting local and international voice and data

roaming requirements.

7.6 Service offering for cross border operations for the security cluster of Government

7.7 Air Operations - Coverage signal and capabilities for air operations within certain

Government Departments. Cell phone coverage is required in order to make

contact with the Airborne Law Enforcement Office on board of the helicopter or

fixed wing aircraft or the Pilot of such especially during air to ground operations or

during rescue operations at approximately 10,000ft (+- 3KM) in the case of

emergencies e.g. helicopter to land on Table Mountain or the Drakensburg. Radio

communication is not always effective which then forces personnel to make use

of a cellular phone to make contact with the control room or other rescue vehicle

on the ground.



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7.8 Special Task Force Requirements - From time to time there is a dependence on

cellular communication in extremely poor reception areas e.g. Operation Rhino in

the KNP. Drones are used with a GPS signal which requires a cellular network to

operate.

7.9 Sea Operations - Shore line paroles are done alongside the shores of SA. Three

(3) nautical miles (6 km) range from the shore line will be adequate outside the

Port of Entry Area.

7.10 Provision of a ―mobile transmitter/receiver‖ on which only a limited total of cellular

phones can be operated from in a case of a major disaster and where all cellular

communication is off or the closest tower is out of action then certain critical

cellular telephones can still be used.

Also useful where cellular signals are being jammed critical cellular telephones

can still operate in the specific operational areas.

7.11 Satellite Phone Requirement - Satellite phones. - Provision of satellite phone

coverage through a satellite service provider for specific cell phones for our

vessels out at sea for search and rescue operations. Legislated up to twelve (12)

nautical miles (22km) and along the side the rest of the shore line’s at three (3)

nautical miles (6 km).



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Due to past experience assistance of up to 50 nautical miles (100 km) with our 20

meter vessels may be required. The satellite phones may use for example

IMASAT as the satellite link would assist in communicating directly to control

rooms, national joint search and rescue centres as well as local and foreign

vessel in emergencies.

8 Support

8.1 Mobility support/service centres for employees of the State including a central

number and decentralised repair centre

8.2 Inform and supply the Departments with the latest software as and when it

becomes available to ensure the most efficient usage of cellular phones and

related services available

8.3 A technical advisory service to allow the Department access to technical support

staff to telephonically guide setup and other technical related matters on each

different cellular telephone including assistance at service centres.

8.4 A repair service that includes a pick-up and drop off service at the respective

premises of Department

8.5 The making available of replacement, or substituted and or loan cellular

telephones as and when required



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8.6 A dedicated account and/or service manager acceptable to both parties

8.7 Monthly service level meetings with Departments reporting on service and service

improvement initiatives.

8.8 Onsite account management and in large Departments on site corporate support

to improve service and turnaround times

8.9 The provision of advice and support for cellular services outside the boundaries of

the Republic of South Africa, including, but not limited to roaming.

8.10 Service Desk

a) receiving and responding to services’ features and functions inquiries;

b) Service ordering;

c) incident and fault management rectification and reporting;

d) ad-hoc user assistance; and

e) reporting lost, stolen or at risk End-User Devices and/or Hardware Services.

f) a Service Desk able to be contacted through a freecall or toll-free number.

g) a Service Desk that accepts and deals with requests:

h) for ordering and fault reporting, from authorised representatives; and

i) a priority number for network support on a 24x basis for the use of



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authorised personnel seeking assistance with network issues, including

urgent coverage problems and system outages.

j) Service Desk contact details should be provided

8.11 Ability to provide Priority Support in addition to the Service Desk.

8.12 Dedicated Account Team

It is important that the Tenderer has a dedicated team to provide account

management Services to Departments. Such dedicated staff should include but

not be limited to the following capabilities:

a) a billing specialist;

b) an account executive;

c) a technical escalation contact; and

d) the contractor representative.



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8.13 Fault Repair and Service Restoration

a. Ability to maintain adequate stocks of replacement parts and equipment to

support the Services supplied and ensure that all facilities and resources

(such as vehicles, equipment and personnel) that are necessary to properly

provide the Services are available for that purpose.

b. Ability to provide notification in writing to the Departments representative of

any major disruptions, degradation or outages of Services or networks and

escalate problem resolution

9 Billing and Account Management Optimisation

9.1 The bidder should offer a billing and account management solution. Bidders

should specify the account Management Team together with an Organogram as

well as providing information on those individuals assigned to work with the State

including a description of their experience in providing the services for similar

organizations.

9.2 A unified billing and management system and a management information

application that will be housed at Departments and management information



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reporting to the NT to monitor cost savings and benefits must be provided by the

Service Provider/s.

9.3 Quarterly tariff review account optimisations

9.4 Ability to be provided for decentralised account management to enable

notifications on use ie. 50%, 70% and 90% usage alerts. This should also include

flexible options for the relevant account manager to increase or suspend services

to ensure that we don’t have huge cost over runs.

9.5 Executive management support to National Treasury: Transversal Contracting in

pursuit of Government objectives. The provision of an online portal at the National

Treasury: Transversal Contracting to draw management reports.

9.6 The bidder must demonstrate how the account will be managed and the type of

management reports of detailed expenses that will be made available on a

monthly basis. The minimum requirement on the management report should have

the following:

a) Split billing

b) Tariff analyzer

c) Call audit variance reporting (Distinguish between voice and data)



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d) Overall utilization of cellphone

e) Per client (using multiple SIM and or devices?)

f) Per office

g) Per month

h) Over/under utilization of package/phone:

i) Reconciliations

j) Itemized billing

9.7 To provide the Department with a single bill for all mobile telephony services with

detailed information to enable the efficient and effective monitoring and auditing

of calls and charges. Available reports to include:

a) Tagged call reporting

b) Usage summary

c) Graphs

d) Roaming and International usage

e) Average spend

f) Usage summary

g) Billing



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h) On demand reporting

9.8 Provide reports in a standardised format across all departments whilst still

allowing department’s access to their own data enabling customised ad hoc

reporting. Monitoring of mobile traffic volumes and data while offering

consolidated billing capability. Reporting capability to supply raw data to a data

warehouse component e.g. detailed information regarding billing/ usage on data

and voice, location. Other intelligence - bidders to provide further details

9.9 A tool should be housed at Departments to track performance and objectives at

Departmental level.

9.10 A tool housed at National Treasury should be able to track contract performance

and objectives across National and Provincial Departments, including the ability

to draw management information across all Departments.

9.11 The Tool should provide reports as follows:

a) Management information

b) Financial information including savings

c) Operational data for usage reports and trends



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d) Compliance

e) Asset information

f) Billing information

g) Deviation reports

h) Any other

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