Application Management and ERP Support Serivces for the Umoja Project

The United Nations is undertaking a phased implementation of an Enterprise Resource Planning (ERP) system which will enable the effective global management of human, financial and physical resources, and that employs streamlined processes and best practices. Umoja will enable high-quality, cost-effective service delivery to support the execution of evolving mandates everywhere the Organization operates. For information on the Umoja Programme please go to: https://www.unumoja.net/display/public/Home The purpose of the Expression of Interest (EOI) is to identify Vendors capable of providing the United Nations (UN) Department of Management / Umoja with SAP Design, Build, Test and Deploy Services and Application Management Services (hereafter “Support Services’). Qualified Vendors will be invited to participate in the forthcoming Request for Proposal (RFP) for the provision of Support Services for future releases and on-going sustainment of the Umoja Solution. The United Nations ERP system is being developed in an SAP environment utilizing components such as ECC, SRM, MDM, among others. The United Nations anticipates that the full functionality of the ERP will be implemented and deployed in several phases, namely - Umoja Foundation, Umoja Extension 1 (UE1) and Umoja Extension 2 (UE2). The deployment of Foundation and UE1 will be phased-in over five clusters commencing July 2013 and is anticipated to be completed in early 2016. Subsequent releases will build, test and deploy additional functionality. Description of the Services: The Vendor will provide Levels 2 and 3 support for the deployed Umoja Solution as it is globally deployed and provide additional services on an as-needed- basis in support of stabilization of the deployed functionality and in support of the ongoing development activities. In addition the Vendor will be responsible for the updating of all associated Umoja documentation associated with their activities. Support Services will be divided into three (3) Work Packages based upon the type of service provided and the type of contractual arrangement the UN will enter into. The Vendor will perform all of the services under Work Package 1, and will have the capability to provide the services under Work Packages 2 and 3 including their associated tasks. Work Package 1 shall be contracted on a “Fixed-Price” basis. Work Packages 2 and 3 shall be contracted on a “Fixed-Price” and/or “Time and Material to Deliverables” basis by applying the Staff Resources Rate Card and prior approved Deliverable expections and schedule. Below is a brief description of the services required under each Work Package: • Work Package 1: Application Management (Level 2 and 3) o Support Management includes:  Quality Assurance  Support Management/ SLA Management  Reporting and Metric  Knowledge transfer o Transition to Application Management  Onboarding  Transition from current SI’s o Application Maintenance includes:  Corrective and Emergency Maintenance (break fix)  Minor enhancements to functionality or development objects  Support for Preventative Maintenance o Transition to UN Support  Transition to Steady State UN Support Structure • Work Package 2: Application Enhancement of Deployed Functionality o Application Development  Major enhancements to functionality or development objects o Application Maintenance  Major upgrades • Work Package 3: SAP Design, Build, Test and Deploy Services o Final Design o Configuration o Build o Test o Deployment Services Services delivered to Umoja will be carried out based on a series of Statements of Work (SOWs) executed under a Master Services Agreement (MSA) with the single successful Vendor.. Service Period: It is envisioned that the Work Package 1 Services will commence upon contract execution and continue for initial three (3) year period with the option to extend for two consecutive 1-year periods. Work Package 1 Application Management Services for Umoja Foundation functionality are anticipated to commence in October 2013, with transition from the current Umoja Foundation Build System Integrator to be completed by January 2014. Work Package 1 Application Management Services for Umoja Extension 1 functionality are anticipated to commence in May 2014, with transition from the current Umoja Extension 1 Build System Integrator to be completed August 2014. It is anticipated that the Vendor will ramp up additional resources to accommodate the support of the additional user bases for subsequent deployments through to January 2016. The subsequent Request For Proposal (RFP) related to this EOI will detail the request across all required services. A detailed deployment schedule will be provided as an appendix to the Request for Proposal document. Important Note: The United Nations has a contract in place for hosting services covering hardware and activities such as DBA, backup and recovery, DA and HA. The intent of this procurement exercise is to complement these services not replace them. The United Nations anticipates that there will not be an overlap with the service currently provided by the Hosting Services Contractor. Similarly, it should be noted that the existing contracts for build and deployment of the Umoja Foundation and Umoja Extension 1 functionality include so-called Hypercare Services for the initial deployment of the Umoja Solution (i.e. foundation go-live July 2013; UE 1 go-live February 2014).