ANNEX A.1 TECHNICAL SPECIFICATIONS OPEN CALL FOR TENDERS

Transcription

1 ANNEX A.1 TECHNICAL SPECIFICATIONS OPEN CALL FOR TENDERS Provision of Internet, Voice & Mobile Services FRA T 01 Page 1

2 Table of Contents ANNEX A.1 TECHNICAL SPECIFICATIONS OPEN CALL FOR TENDERS 1 Technical specifications Objectives 4 2 Title of the Contract 4 3 Required services 4 4 Overview of current situation Existing infrastructure Internet connectivity Voice telephony Mobile telephony 5 5 Service requirements LOT 1 Internet connectivity and Internet VPN connectivity Physical 34MBit/s line Connectivity Routers IP addresses DNS services MPLS xdsl SDSL Service availability: Network management: Incident Management: Hotline Service: Ticketing System: Reporting: Exit Management: Consultancy services: LOT 2 Voice telephony Number plan: Existing number: Prices: Additional lines: Service availability: Incident Management: Hotline Service: Ticketing System: Invoicing: Reporting: Exit Management: Consultancy services: LOT 3 Mobile telephony Roaming services: Take over: Voice-only enabled SIM cards: SIM cards Data and BlackBerry enabled: Cellular voice-only enabled phones: Data access PC cards: UMTS & GPRS voice and data SIM cards: 9 Page 2

3 5.3.8 Provision of Blackberry handhelds: Blackberry server: BlackBerry Client licences: Standard voice-only enabled handhelds; High-end handhelds: VPN Solution: Corporate access: Hotline Service: Ticketing System: Private Calls: Invoicing: Reporting: Exit Management: Consultancy services: 10 6 Place of Work 10 7 Market Volume 10 8 Required information 10 9 Scenario Building information Supplies Services Delivery of project plan Requested information for scenario 12 Page 3

4 1 Technical specifications 1.1 Objectives The Council adopted a Regulation establishing the European Union Agency for Fundamental Rights (16241/06) In December 2003, the European Council agreed to extend the mandate of the European Monitoring Centre on Racism and Xenophobia, established by Regulation (EC) No1035/97, and transform this Centre into the EU Agency for Fundamental Rights (hereafter referred as the Agency ). The seat of the Agency will remain in Vienna (Austria). The objective of the Agency will be to provide the relevant institutions, bodies, offices and agencies of the Community and its Member States implementing Community law with assistance and expertise relating to fundamental rights in order to support them when they take measures or formulate courses of action within their respective spheres of competence to fully respect fundamental rights. The Agency became operational on 01 March The Agency intends to sign three (3) framework contracts for the Provision of Internet, Voice & Mobile Services as described in the present document. 2 Title of the Contract The title of the contract is Provision of Internet, Voice & Mobile Services and it is divided into the following three (3) Lots: Lot 1 Internet connectivity Lot 2 Voice telephony Lot 3 Mobile telephony 3 Required services The services required are organized in 3 separate Lots. Tenderers may decide to apply for one, two or all Lots. If a tenderer opts to provide offers for more than one Lot then the tenderer needs to prepare a separated offer including all requested documents and annexes for each Lot. The purpose of this invitation to tender is to award a maximum of three (3) Framework Contracts in cascading order per Lot. Contract duration will be four (4) years, with a possibility of extensions to five or six years. Page 4

5 4 Overview of current situation 4.1 Existing infrastructure Internet connectivity The internet connectivity currently available at FRA is as follows: - A local loop of 2 MBit/s with a traffic load of 2 MBit/s - 3 Ranges of each 8 IP addresses (16 in use) - The existing ISP provides hosting of DNS services (domain fra.europa.eu) - Existing router CISCO 2503 property of FRA Voice telephony Voice telephony infrastructure available at FRA is as follows: - One (1) primary ISDN line - Current numbering plan: Short number (5 digits) (Vienna) Extensions from 0 to Siemens Hipath 3800 v Mobile telephony Voice telephony infrastructure available at FRA is as follows: - Voice/GPRS SIM cards one (1) - Voice cellular phone Nokia two (2) 5 Service requirements 5.1 LOT 1 Internet connectivity and Internet VPN connectivity Physical 34MBit/s line The contractor must provide the possibility to start logically at 4 MB. It must be scalable to 34MB in steps of 2 or 4 MB on demand at any given time; Connectivity. This connectivity must provide access to the public internet and in the future IP-VPN connections to remote locations of FRA. The remote locations mainly might be in the EU Member states and could be in some countries over the World; Page 5

6 5.1.3 Routers One or more connectivity router type Cisco or equivalent including installation and configuration. The size of the routers will depend on the amount of future dislocated FRA sites and their size. The contractor must fully manage the routers and the connectivity; IP addresses New public range of 16 IP addresses. The new IP address range must be an independent range fully assigned to FRA. A remote access and assistance for any needs should be available during the normal working hours; DNS services Propagation of the existing DNS service transfer (FRA.europa.eu) from the actual 3 x 8 IP address range to the new 16 IP address range must be done in less than 150 hours. The existing 3 x 8 IP addresses will not be closed before the propagation to the new IP addresses is 100% complete; xdsl Still in a very primary phase, the FRA is leaning into the possibilities of using technical facilities such as xdsl services on a European scale with possibility to extend Worldwide. This depends on the number of staff in the future de-located FRA sites. It is essential that this connection type runs with a static public IP-Address SDSL A separated SDSL line with a capacity of 4 MB running via a separated PSTN line (for testing purposes) including Modem might be setup at the FRA headquarters in Vienna. Further identical connections might be required all over Europe on demand Service availability: The availability of the service must be greater than 99,95% within 12 months period to the FRA server room in Vienna headquarters. The downtime provoked by those interventions not requested by the Agency will be taken into account to calculate the availability rate; only the downtime provoked by scheduled interventions requested by the Agency will be excluded; Network management: The provider must proactively manage and monitor the Internet service and /or any related connectivity services and hardware and this 24h/24, 7d/7; Incident Management: Guaranteed Resolution time must be maximum 8 hrs after the incident occurs; this includes a full 100% connectivity and its related services up and running again, as well if needed a full hardware replacement. The last known up and running configuration must always be applied to any incident management resolution Hotline Service: The provider must offer a hotline with helpdesk for support reachable 24h/7d; Page 6

7 Ticketing System: The provider must give an access to their ticketing system; Reporting: The provider must provide reports about the utilization and the availability of the services. This should be available in electronic form; Exit Management: An exit mechanism is foreseen to ensure the handover of the Internet connectivity services at the end of the Framework Contract without impact on the services or service level degradation. This handover procedure shall be an integral part of the service provision. No additional cost for the Agency shall result from this handover procedure. The Contractor commits itself to handing over any relevant information to a potential future Contractor in order to ensure a smooth transition and the business continuity Consultancy services: The contractor may be called to provide consultancy in the areas covered in this Lot. The consultants will be assigned tasks such as design, implementation and administration of solutions. 5.2 LOT 2 Voice telephony Number plan: Take over of the existing primary ISDN line in the FRA Headquarters Vienna; Existing number: Preserve the existing numbering plan: Short 5 digit number 01/58030 in the FRA Headquarters Vienna; Prices: Preferential prices for local calls to EU Member States and US Additional lines: Additional basic ISDN lines and / or PRI Lines and / or analogue Lines on request by FRA at any time Service availability: The availability of the service for the PRI lines must be greater than 99,95% within 12 months period to the FRA computer room located on the 3rd floor. The downtime provoked by those interventions not requested by the Agency will be taken into account to calculate the availability rate; only the downtime provoked by scheduled interventions requested by the Agency will be excluded; Page 7

8 5.2.6 Incident Management: Guaranteed Resolution time must be maximum 8hrs; Hotline Service: The provider must offer an hotline with helpdesk for support reachable 24h/7d; Ticketing System: The provider must give an access to their ticketing system; Invoicing: Simplicity of invoicing scheme by reducing geographical charging zones Reporting: Detailed figures on minutes of outgoing calls by country/zone with unit price per call Exit Management: An exit mechanism is foreseen to ensure the handover of the Voice Telephony services at the end of the Framework Contract without impact on the services or service level degradation. This handover procedure shall be an integral part of the service provision. No additional cost for the Agency shall result from this handover procedure. The Contractor commits itself to handing over any relevant information to a potential future Contractor in order to ensure a smooth transition and the business continuity Consultancy services: The contractor may be called to provide consultancy in the areas covered in this Lot. The consultants will be assigned tasks such as design, implementation and administration of solutions. 5.3 LOT 3 Mobile telephony Roaming services: Provision of world-wide roaming services for voice and data (GPRS, UMTS and newer technologies) Take over: Take over of the existing mobile phone numbers and all it s related services; Voice-only enabled SIM cards: Provision of new voice-only enabled SIM cards. SIM card service must be activated 24 hours upon FRA request; Page 8

9 5.3.4 SIM cards Data and BlackBerry enabled: Provision of new SIM cards with Data and BlackBerry enabled. These cards must be activated 24 hours upon FRA request; Cellular voice-only enabled phones: Provision of cellular voice-only enabled phones; Data access PC cards: Provision of mobile data access PC cards (including services such as GPRS, UMTS, W-LAN or any other available ones) UMTS & GPRS voice and data SIM cards: Provision of UMTS & GPRS voice and data or any other available facilities SIM cards. These cards must be activated 24 hours upon FRA request; Provision of Blackberry handhelds: Blackberry server: Provision of Blackberry server for MS Exchange - Server licenses (version V4.0 and newer); BlackBerry Client licenses: Provision of Blackberry server for MS Exchange - Client licenses; Standard voice-only enabled handhelds; High-end handhelds: High-end handhelds with extended functionality with the following characteristics: - GSM Tri band 900/1800/1900 and WCDMA compatible; - GPRS and UMTS compatible; - WLAN enabled; - Compatible with Blackberry; - VPN - client; - Skinny Client Compatible Protocol (SCCP) - client VPN Solution: Provision of VPN Solution between the FRA Phone System and the FRA Mobile Phone Cards (Mobile VPN) with corporate numbering plan Hotline Service: The provider must offer a hotline with helpdesk for support reachable 24h/7d; Ticketing System: The provider must give an access to their ticketing system; Page 9

10 Private Calls: For private calls from the user of an official GSM phone, a separate billing mechanism must be possible Invoicing: Simplicity of invoicing scheme by reducing geographical charging zones Reporting: Detailed figures on calls by country, unit price roaming in and roaming out detailed figures. The same applies to data calls Exit Management: An exit mechanism is foreseen to ensure the handover of the Mobile Telephony services at the end of the Framework Contract without impact on the services or service level degradation. This handover procedure shall be an integral part of the service provision. No additional cost for the Agency shall result from this handover procedure. The Contractor commits itself to handing over any relevant information to a potential future Contractor in order to ensure a smooth transition and the business continuity Consultancy services: The contractor may be called to provide consultancy in the areas covered in this Lot. The consultants will be assigned tasks such as design, implementation and administration of solutions. 6 Place of Work The place of performance of the tasks shall be the Contractor's premises or any other place indicated in the tender 7 Market Volume 7.1 LOT 1 Internet connectivity and Internet VPN connectivity The number of Users in the headquarters is expected to increase from 50 to about 150 within the overall duration of the contract. Currently 50 users running on 2 Mbit/s connectivity. With the start of this contract we will have to upgrade directly to 4 Mbit/s. Upon request FRA might need to call in some consultancy services related to the above lot. These services would cover areas such as, envisioning, architecture, implementation and / or administration. 7.2 LOT 2 Voice telephony During the last 12 months and the following connection minutes were recorded: Page 10

11 Minutes connected EU 1* (incl. Eu 2**(incl. City National National connections connections Vienna Austria mobile to mobiles) to mobiles *Germany, Italie, France, Great Britain and Northern Ireland, Canada, Swiss, Slovak Republic, Slovenian, Czech Republic Hungary, United States of America **Albania, Belgium, Bosnia und Herzegovina, Bulgaria, Danemark, Estonia, Finland, Greece, Ireland, Serbia and Montenegro, Croatia, Latvia, Liechtenstein, Lithuania, Luxemburg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Sweden, Spain, Vatican, Cyprus The number of Users in the headquarters is expected to increase from 50 to about 150 within the overall duration of the contract. Upon request the FRA might need to call in some consultancy services related to the above lot. These services would cover areas such as, envisioning, architectural, implementation or / and administration. 7.3 LOT 3 Mobile telephony Estimated acquisition of 25 SIM Cards during the contract duration. During the last 12 months the following connection minutes were recorded with 1 SIM cards enabled. Minutes connected Outgoing to Austria fixnet Outgoing to international Outgoing to other mobile phones Incoming calls (Roaming) Outgoing calls (Roaming) Till today FRA was not using mobile date transfer services so no detailed information is available. Upon request the FRA might need to call in some consultancy services related to the above lot. These services would cover areas such as, design, implementation or / and administration of solutions. 8 Required information Tenderers are invited to propose their best organisation and resource allocation to carry out the different tasks. The tenders are requested to provide their technical proposal for the scenario under article 9 Scenario of the technical specifications. In order to allow a correct evaluation of the tenders, unit prices shall be provided by the tenderers using the relevant table under Annex C.3 of the SSF. Page 11

12 It shall be noted that the following scenario will be used to assess the tenders during the evaluation phase. The overall prices indicated in the tenderers proposals do not represent an amount that will correspond to the overall value of the framework contract, nor do the particular services and supplies necessarily represent the services and supplies that will be contracted through the Specific Contracts. The tenderers are invited to propose their maximum effort estimates and costs for the scenarios. Tenderers should provide prices for all the items included in Annex C.3 and of SSF. 9 Scenario In order to allow for a comparison of the offers, tenderers are requested to submit price quotes for a predefined evaluation scenario for Lot 2 and Lot 3. The figures in each evaluation scenario reflect the volume estimates of the Agency for the various services over the period of validity of the contract. Please note that these estimates are indicative and do not constitute any kind of legal obligation for the Agency. The hypothetical scenario does not represent a firm commitment of the Agency at this stage. Acquisitions will depend on the needs of the Agency. Tenderers are requested to provide prices using Annex C.3 of SSF. For ease of simulation, the scenario is based on the following underlying parameters: Coverage of the maximum duration of the contract; Fixed initial prices applicable in the beginning of the contract. The hypothetical scenario does not represent a firm commitment of the Agency at this stage. Acquisitions will depend on the needs of the Agency. However, the offer for the hypothetical scenario will be used to evaluate the submitted offers. 9.1 Requested information Tenderers are requested to submit the following documents for the scenario: Annex C.3 of SSF Financial offer Annex C.4 of SSF - Technical offer Page 12