Service Delivery Management System Implementation and Maintenance

Introduction

The purpose of this Request for Information (RFI) is to provide the United Nations (UN) with an estimated cost range for the implementation of a new service delivery management system.

The UN Secretariat is currently evaluating 5 main client engagement systems to determine the system to be used in the future across the organization. The main purpose of the system is to serve as an internal service delivery management / client engagement tool through which questions and basic service requests can be raised, which are not available in its current ERP systems.

For its evaluation, the UN Secretariat is conducting preliminary market research to identify potential implementing partners and based on past and current experiences help to estimate the costs of implementation of the system. The UN expects the system implementation to take 18 months.

 The following tools are being assessed:

•           Microsoft Dynamics
•           Oracle CX
•           SAP Service Cloud
•           Service Now
•           Siebel CRM (hosted on a separate cloud platform)

While drawing on your experience, the cost estimate should be adjusted to reflect the UN Secretariat's defined requirements for the system implementation included in Statement of Work (Annex A). If no cost estimate can be provided for each of the 5 system, a minimum of 2 systems should be costed. Costing can include on- and/or off-shore; options should be provided.

The gathered information will be used to determine which system is to be implemented going forward. Additionally, vendors should indicate their experience in implementing such systems.

1. Use of Information

1.1. All costs for preparing a response for the RFI must be covered by the vendor.

1.2. The requested information will only be used by the UN for internal planning purposes, be kept strictly confidential and only authorized personnel will have access to it.

1.3. The response to this RFI will not be used to pre-qualify vendors.

1.4. The provided information will not be contractually binding to the vendor.

2. RFI Response Delivery

The primary objective of this RFI is to gather information on estimated costs for implementation helping to identify which of the system should be implemented. Please email your response to the email provided above.

3. Your Organization

Please provide the following information on your organization:

3.1 Please specify if you have any relationship or certification with any of the system vendors and provide details on your relationship.

4. Experience / Capabilities

To ensure cost effective and efficient implementation and ongoing management of any of the service delivery management systems, please answer / elaborate on the questions listed below in Annex B and C:

4.1. Provide a brief description of your company’s experience in designing and deploying service delivery management systems.

4.2. Please reflect your experience related to implementing and administering the sytems above in Annex B and C (Forms). You can duplicate the forms if necessary to provide additional examples.

4.3. Please provide a costing estimate for the implementation of respective systems in Annex B.

5. Important – Registration as a United Nations Vendor

5.1. Please note that companies willing to participate in a potential solicitation excercise will have to be a registered vendor with the UN.

5.2. Please access the Vendor Registration Application Forms and follow instructions at the website: 

http://www.un.org/Depts/ptd/register.htm.  Please submit applications as soon as possible.