Proposal for Contact Management System

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					Performance Management System
      Request for Proposal



             NAMFISA
        ST
        1 Floor, Sanlam Centre
       154 Independence Avenue
               Windhoek




              Issue Date:
             February 2011
NAMFISA                                                                       February 2011
Performance Management System Request for Proposal




Disclaimer
NAMFISA is currently undertaking this Request for Proposal (RFP) with qualified
bidders to build a Performance Management system to improve and support associate
performance and any accompanying administrative functions. Your company should
treat the terms of the RFP and all other information provided by NAMFISA in connection
with this request as strictly confidential and proprietary.

In submitting your proposal, your company agrees that all materials associated with,
attached to, or referenced by your proposal may be incorporated into a subsequent
contractual agreement between your company and NAMFISA.

Your response to this RFP indicates your understanding that this is not a contract or
offer of business by NAMFISA.




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NAMFISA                                                                                                                                        February 2011
Performance Management System Request for Proposal




Table	
  of	
  Contents	
  
Disclaimer ....................................................................................................................................... 2
I.           Company and Project Introduction .......................................................................................... 4
II. Bidder Instructions .................................................................................................................. 5
A            Executive Summary ................................................................................................................. 7	
  
B	
   Vendor Profile ........................................................................................................................ 8	
  
C	
   Market Profile ........................................................................................................................ 9	
  
D	
   Innovation ............................................................................................................................. 11	
  
E	
   Solution Overview & Benefits............................................................................................ 12	
  
F	
          Functional Requirements ................................................................................................... 14	
  
        1.        Solution Overview and System Functionality .................................................................. 14	
  
        2.        Appraisal Process Management .......................................................................................... 16	
  
        3.        Employees Training & Development .................................................................................. 16	
  
        4.        Employee Reward & Incentive Automation ...................................................................... 17	
  
G 	
            Technical Requirements ................................................................................................ 18	
  
        1.	
   Architecture ................................................................................................................................. 18	
  
        2.        Implementation, Training and Support .............................................................................. 19	
  
H	
   Additional Information ........................................................................................................ 22	
  
I	
          Return on Investment ......................................................................................................... 24	
  
J            Pricing                                                                                                                                           27




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NAMFISA                                              February 2011
Performance Management System Request for Proposal




I.     Company and Project Introduction

[THIS SECTION TO BE COMPLETED BY BIDDING COMPANY]

1.     Introduction


2.     Company Overview


3.     Project Goals




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NAMFISA                                                                     February 2011
Performance Management System Request for Proposal




II.    Bidder Instructions
1.     Vendor Questions

       Any and all questions and communications pertaining to this RFP must be
       directed through the secretary at pc-secretary@namfisa.com.na . Bidders that
       attempt to or make contact with any other NAMFISA associate regarding this
       RFP are subject to disqualification. Questions must be sent in writing to the
       secretary of the procurement committee, no later than 18 February 2011.

       NAMFISA will respond to questions and provide clarifications regarding this RFP
       in writing to the requesting bidders.


2.     Proposal Submission
       Vendor should submit their responses no later than 25 February 2011 at 11:00
       Late proposals will be rejected as non-responsive.

       Proposals will be submitted as follows:

          i. One (1) original hard copy initialed on each page and signed appropriately
             by an authorised representative of the bidding company

          ii. Four (4) hardcopies of the original mentioned in 2(i) above

         iii. Two (2) electronic copies on CD, one in Microsoft Word (MS Word) and the
              other one in Portable Document Format (PDF) of the RFP.


       All submissions MUST be clearly labeled and shall be deposited in the tender
       box on the 1st floor, SANLAM Centre, 154 Independence Avenue, Windhoek.



3.     Proposal Format
       Please provide your response to our Request for Proposal using this document,
       or in a separate document that is formatted in accordance with the sequence of
       sections and questions contained in the RFP:




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NAMFISA                                              February 2011
Performance Management System Request for Proposal




       A.    Executive Summary
       B.    Vendor Profile
       C.    Market Profile
       D.    Innovation
       E.    Solution Overview
       F.    Functional Requirements
       G.    Technical Requirements
       H.    Project Services
       I.    Return on Investment
       J.    Pricing




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NAMFISA                                                                  February 2011
Performance Management System Request for Proposal




A      Executive Summary

Please provide a one-page executive summary of your overall proposal, listing the
products and services offered to meet NAMFISA requirements, and a statement of your
firm’s qualifications for delivering these products and services.




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NAMFISA                                                                          February 2011
Performance Management System Request for Proposal




B      Vendor Profile
1.     Contact Information

       a. Vendor Address, Phone, Fax, and Website.

       Contact persons to be contacted regarding this proposal. Include contact
       information.

       b. Organisation chart and brief biographies of vendor’s executive team members


2.     Company Profile

       a. Provide a brief history of your company, including the number of years you
          have specialised in performance management software.

       b. What are the top 5 attributes that differentiate your company from your
          competition?


3.     Company Finance

       a. Is your company a public or privately-held company?

       b. Please provide audited financial statements for the past five years.


4.     Partners & Alliances

       Describe any alliances you have with other hardware, software, or service
       providers, focusing on the benefits to our organisation.


5.     Industry Recognition

       Describe how the leading industry analysts have rated your products and
       services.




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NAMFISA                                                                       February 2011
Performance Management System Request for Proposal




C      Market Profile

1.     Market Penetration


       a. Describe your target market and the market penetration for your products.

       b. How many clients do you currently have?

       c. Identify the current version for your product(s). How many customers are
          using the current version(s)?

       d. Describe clients similar to us either from an industry or product requirement
          perspective.

       e. How does your application compare to those of your competitors’?

       f. How will your product maintain its place in the market?



2.     Customer References

       a. Provide some examples of situations where you have sold additional
          products, services, and licenses to your installed customer base.

       b. Please provide three customer references that we may contact regarding the
          successful implementation and use of your solution.

             Company
             Reference Contact
             Address
             Phone
             Industry
             Description of Solution
             Number of Users
             Date Implemented


             Company
             Reference Contact
             Address


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NAMFISA                                                                       February 2011
Performance Management System Request for Proposal




              Phone
              Industry
              Description of Solution
              Number of Users
              Date Implemented


              Company
              Reference Contact
              Address
              Phone
              Industry
              Description of Solution
              Number of Users
              Date Implemented



3.     Customer Case Studies

       Provide three case studies that specifically address each of the following
       characteristics of your system.

         §   High Return on Investment
         §   Wide End-User Acceptance
         §   Reduced Management Turnover
         §   Promotion of Pay-for-Performance Culture
         §   Easy Implementation
         §   High Scalability
         §   Global Deployment




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NAMFISA                                                                        February 2011
Performance Management System Request for Proposal




D      Innovation

Innovation is critical to the success of our business, as well as to the success of our
customers. We would like to learn more about the ways in which your organisation has
been at the forefront of the workforce management industry, and how your innovative
strategies will benefit our company.


1. Product Innovation
   In addition to your staff of software developers and product managers, do you have a
   dedicated team that is specifically focused on producing innovative and cutting-edge
   enhancements to your current offerings? Describe.


2. Thought Leadership
   Is your organisation at the forefront of the Performance Management industry?
   Please describe how your ideas are shaping the industry and driving it forward.


3. Engineers & Developers
   Explain how critical innovation is to your staff of engineers and developers.


4. Customer-Driven Initiatives
   Our company is continually evolving to meet the challenges of our industry. As our
   business grows, our human resource challenges and requirements will evolve. How
   do you factor your customers’ needs into product development?


5. Best Practices
   Describe how you disseminate best practices throughout your customer base, and
   provide leadership in using technology to transform the Performance Management
   arena.




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NAMFISA                                                                   February 2011
Performance Management System Request for Proposal




E      Solution Overview & Benefits

1.Provide a high level overview of your solution



2.Performance Management Challenges & Solutions

NAMFISA experiences particular challenges in managing the performance of our
workforce. Please address each of the challenges we are currently facing asdescribed
below. Identify your solution and explain how it will benefit our organisation.


       a. Challenge: Executives and managers struggle with getting all employees
          aligned and focused on organisational goals.

           Solution:

           Benefits:


       b. Challenge: Managers often struggle with how to assign immediate and long-
          term development and learning goals for their employees.

           Solution:

           Benefits:


       c. Challenge: Our organisation often struggles to accurately and
          comprehensively review employee performance.

           Solution:

           Benefits:


       d. Challenge: Optimising compensation budget allocations to drive peak
          performance requires streamlined management of information.

           Solution:



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NAMFISA                                                                       February 2011
Performance Management System Request for Proposal




           Benefits:


       e. Challenge: Our organisation is facing increasing pressures in succession
          management, in an attempt to retain our top performers at all times.

           Solution:

           Benefits:


       f. Challenge: Our organisation struggles to aggregate the traits of internally
          successful employees and those which new initiatives require, and to use
          these profiles to effectively source outside talent.

           Solution:

           Benefits:


       g. Challenge: Information onNAMFISA's human resources is often times not up
          to date, relevant, or actionable.

           Solution:

           Benefits:


       h. Challenge: Employee files are often disjointed, with no single source of
          information for decision makers.

           Solution:

           Benefits:




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NAMFISA                                                                      February 2011
Performance Management System Request for Proposal




F      Functional Requirements

Please note that NAMFISA is using the Balanced Scorecard in measuring
performance


1.     Solution Overview and System Functionality

1.1    Provide an overview of the functionality of your proposed performance
       management solution.

1.2    The system must integrate with a variety of data sources. NAMFISA currently
       has Pastel for finance/accounting, Accsys for payroll and leave administration as
       well as other data sources. All the NAMFISA databases are running on an MS
       SQL Server. It is also obvious that NAMFISA will acquire more systems in the
       future. NAMFISA therefore requires a system that is capable of using the data
       from these various sources to automatically retrieve and calculate individual,
       team and organizational performance. Describe how your solution meets this
       requirement.

1.3    The solution must be able provide all employees with their performance
       management scorecards, linked to the overall goals of the operation. Please
       describe how your system provides a tailored performance management solution
       for each of the following roles within NAMFISA:

               1.3.1.       CEO

               1.3.2.       Executive Level Managers

               1.3.3.       Middle Manager

               1.3.4.       Supervisor

               1.3.5.       Employee

               1.3.6.      Training & Development Function

               1.3.8.       Human Resources Manager

1.4     NAMFISA requires a solution that utilises best-practice performance
        management techniques. Please detail if and how your solution will enable
        NAMFISA to implement the techniques of:


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NAMFISA                                                                              February 2011
Performance Management System Request for Proposal




               1.4.1.       Setting concrete targets

               1.4.2.       Implementing targets that are tailored to individual and/or
                            groups functions

               1.4.3.       Linking targets to employee state. (E.g on leave, acting in
                            another capacity, disciplinary action, etc)

               1.4.4.       Comparing employee performance against peer groups

               1.4.6.       Linking objectives and targets to formal appraisal processes

               1.4.7.      Linking objectives and      targets    to    incentive/reward      and
                            recognition programs

1.5     The system must include tools to help individual employees and managers
       identify strengths and deficiencies, illustrate performance trends, and drive
       performance improvement. Describe how the proposed solution delivers on this
       requirement – specifically in relation to:

               1.5.1.       Trend analysis

               1.5.2.       Target setting

               1.5.3.       Historical view of personal performance

1.6    Supervisors and Managers require a solution that enables them to personally
       manage the performance of their team members. Describe if/how your solution
       enables managers to:

               1.6.1      Input notes and comments into the system as a record of
                           performance patterns and/or anomalies

               1.6.2.      Manually change automated performance ratings

               1.6.3.      Manually change results in the system

1.7    Please describe the solution’s capabilities           in   the    following    areas    of
       Manager/Supervisor performance management:

               1.7.1.      Managers/Supervisors must have an automated ‘rolled-up’ view
                           of team performance objectives

               1.7.2.      Rolled-up objectives must be linked to the supervisor/manager’s
                           individual performance


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NAMFISA                                                                       February 2011
Performance Management System Request for Proposal




               1.7.3.      Managers/Supervisors will also be required to have additional
                            personal objectives that are independent of team performance.


1.8     Describe the solution’s user interface. In what format is information presented to
        the end-user? Are any desktop applications required to operate the solution
        (besides the operating system and the browser)?

1.9    The solution must be flexible to meet the continuously changing demands of the
       organization. What is the process for ongoing maintenance and development of
       objectives within the system? Specifically in the areas of:

               1.9.1.       Adding/Modifying metrics (objectives)

               1.9.2.       Changing targets

               1.9.3.       Modifying the weighting of objective groupings

2.     Appraisal Process Management

NAMFISA requires a solution to assist in the automation of the current employee
appraisal process. The solution must integrate with monthly, quarterly and/or annual
performance management processes.

2.1   Appraisal Management Solution Overview – Provide an overview of the
      functionality of your proposed appraisal automation/management solution.

2.2   The appraisal management solution must be tightly integrated with the
      performance management system. Describe how these solutions interface,
      including:

               2.2.1. Automated linking of individual objectives
                      (monthly/quarterly/annual) to formal appraisal and review

               2.2.2. Inclusion of non-measured appraisal criteria – e.g. corporate
                      values, key attributes, success criteria, etc.

               2.2.3. Inclusion of Management notes and analysis for the appraisal
                       period.

3.     Employees Training & Development

The system should facilitate the creation of individual training and development plans.
These plans should allow individual users and their managers to track and manage
training and performance improvements over time.


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NAMFISA                                                                         February 2011
Performance Management System Request for Proposal




3.1    Training & Development Solution Overview – Provide an overview of the
       functionality of your proposed training and development automation/management
       solution.

3.2 The training and development solution must be integrated with the automated
    performance management system. Describe how your solution interfaces with the
    proposed performance management processes and system.

3.3 Describe how the system accomplishes the following:

               3.3.1. Tracking an individual’s training requirements, including courses
                      scheduled and completed

               3.3.2. Linking specific areas of skill development (e.g. deficient skills) to
                      the overall training and development process.

               3.3.3.    Development of personalized, informal personal development
                         plans for employees, including skill development areas, personal
                         stretch goals and targets, etc.

4.     Employee Reward & Incentive Automation

In order to continuously drive performance improvement, NAMFISA requires an
automated rewards and incentive solution for employees. This solution must be
integrated with the performance management solution, and must be designed to
reinforce the performance management, appraisal, coaching and development
processes of the operation.

4.1     Reward & Incentive Solution Overview – Provide an overview of the functionality
        of your proposed reward and incentive solution.

4.2     Describe how your proposed solution links daily employee performance to
        reward and incentive schemes.

4.3     The solution must be flexible to enable management to implement
        new/changing reward and recognition campaigns, as demanded by group
        performance and/or changing business needs. Outline how your solution
        supports this requirement; including the administrative effort needed to
        update/modify the incentive program.

4.4     Does the system allow minimum criteria to be set for users’ participation in an
        incentive program? Please describe how the solution supports this process.




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 NAMFISA                                                                           February 2011
 Performance Management System Request for Proposal




 G      Technical Requirements



1.          Architecture
     The system’s data structure must be based on open database connectivity (ODBC)
     and must be scalable.

     1.1.     Please provide an overview of your solution’s technical architecture.

     1.2.     Is the system 100% software based, or is there an element of hardware that
              the responder must supply?

     1.3.     If there are any software components that make up the system that are not
              authored by the responder, please name the author of the software.

     1.4.     Please indicate what external systems you have integrated with in order to
              retrieve data and calculate performance. Provide examples for the following
              types of systems:

        1.4.1.       ERP Systems

        1.4.2.       Finance/Accounting System

        1.4.3.       Payroll System

        1.4.4.        Any other Business Applications

     1.5.     Describe your system’s ability to incorporate data from the following:

            1.5.1.     Non-ODBC-compliant data sources, such as flat files and data
                       exports.

            1.5.2.    Third party, outsourcing vendors.

     1.6.     The design of the system must allow for expansion on an as-needed basis
              without extensive redesign or systems interruption. Please describe your
              solution’s expansion capabilities and indicate limitations of scope or scale (eg.
              maximum number of users, maximum number of data sources, etc.)

     1.7.     Describe the standard hardware and software requirements for this solution,
              including descriptions of supported databases and operating systems.

     1.8.     Please describe what measures are in place to ensure data integrity in the


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NAMFISA                                                                         February 2011
Performance Management System Request for Proposal




           event of a failure – for both the system itself and related data sources.

2.     Implementation, Training and Support
It is important that NAMFISA understand the implementation procedures for your
solution as well as the recommended end-user training, administration and support
processes.

2.1.     Please provide an overview of the methodology and process used for
        implementing this system. Include descriptions for each of the following:

                2.1.1.       Current state analysis and best-practice benchmarking

                2.1.2.       System Design

                2.1.3.       Configuration and/or Customisation

                2.1.4.       Testing and Validation

                2.1.5         Describe your implementation cost structure. Do you offer a
                              fixed-bid price guarantee for project implementation?


                2.1.6 Please provide in detail your implementation plan describing the
                      following:
                          i. Your implementation team
                         ii. Suggested internal resources for implementation
                        iii. Overall project timeline including how you would utilize a
                             phased approach if any
                       iv. Estimated hours to complete tasks, where possible
                         v. Key deliverables
                       vi. Type and extent of user testing prior to launch
                       vii. Plans for pilot groups to test the system
                      viii. Communication plan for stakeholders
                       ix. Training plans including who receives training from you and
                             who would need to be trained by us

                2.1.7 Please provide a sample implementation plan.




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NAMFISA                                                                       February 2011
Performance Management System Request for Proposal




2.2.   Describe the training requirements and recommendations for implementing this
       system within the NAMFISA environment. Include, if applicable, details for
       training various functions across the organization, such as:

                2.2.1.       Executive-Level Managers

                2.2.2.       Middle Managers

                2.2.3.       Team Leader/Supervisor

                2.2.4.       Individual Employees

                2.2.5.       Systems Administrators/Helpdesk Operators

2.3.   The solution should require minimal administration on a day-to-day basis, aside
       from the addition and subtraction of users. Please describe the day-to-day
       administration requirements of this system.

2.4.    In the event that NAMFISA does require enhancements to be made to the
        system, it should be possible to do so with minimal disruption to users. Please
        describe how your solution allows for ongoing changes and enhancements to be
        made while users maintain daily interactions with the system.

2.5.   It is anticipated that the responder will provide a maintenance contract for the
       day-to-day support of the system. Describe the support provisions of your
       solution, including days and hours of coverage, escalation procedures and
       provider details (eg. your organization or a third party service provider.)

2.6.    Please describe the upgrade policy for this system. Include details for upgrade
       scheduling, frequency and related implementation procedures.




3.     Security

       a. Describe your security protocols to ensure data security and integrity.
       b. Describe your policies regarding system access controls.
       c. Describe the authentication process (password, PIN etc.).
       d. Describe your ability to integrate with Single Sign-On environments.
       e. Does your system have session time out and alerts before the session is
           disconnected?



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NAMFISA                                                                         February 2011
Performance Management System Request for Proposal




       f. How does your system address the issue of forgotten passwords?
       g. What level of encryption (particularly for password) is available in your
           system?
       h. Can role-based security profiles (eg HR Administrator, System Administrator)
           be configured?
       i. Does your system have an audit trail?



4.     Software Development and Releases
       a. Have your product offerings been organically-developed, or obtained through
          acquisition?

       b. Provide an overview of your system’s testing and quality assurance
          processes.

       c. Describe your cycle for new product releases. How often are new versions
          released? Please provide the schedule of updates for the past 2 years.

       d. Are there different rules and fees for software releases with significantly
          enhanced functions and features?

       e. Are we required to deploy new releases? If not, do we lose technical support
          or is system performance otherwise affected?




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NAMFISA                                                                        February 2011
Performance Management System Request for Proposal




H      Additional Information

4.     Training
       a. Describe your training approach.

       b. Do you provide Administrator Training? Describe.

       c. Do you provide Reporting and Analytics Training? Describe.

       d. Do you provide Train the Trainer courses? Describe.

       e. How is training delivered?

       f. Do you offer a formal training program for end users?



5.     Support
       a. Please describe your philosophy for customer support.

       b. Describe your support services.

       c. How do we contact your support team? What are your hours? Do you provide
          a toll free support number?

       d. How do you resolve customer issues?

       e. Describe your Case Management system.

        f. Do you offer dedicated support resources that will be able to fully administer
           the system for our company?



6.     Customer Community
       a. Do you offer a customer support portal? Please describe.

       b. Do you have formal user forums? Provide information on location, fees, and
          participants.


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NAMFISA                                                                  February 2011
Performance Management System Request for Proposal




       c. Please provide a sample agenda from your most recent user forum.

       d. Do you have a formal User Group Steering Committee?




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NAMFISA                                                                 February 2011
Performance Management System Request for Proposal




I      Return on Investment
Please discuss the Return on Investment NAMFISA can expect from your solution.
Discuss financial impact on NAMFISA and provide customer examples in which
significant ROI has been achieved.




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NAMFISA                                                                       February 2011
Performance Management System Request for Proposal




           J Pricing
Please provide detailed costing information including the items listed below, as well as
any other costs associated with implementation and ongoing upgrades/maintenance.

   §   Products
   §   User Licenses
   §   Implementation
   §   Training
   §   Technical Support
   §   Maintenance
   §   Upgrades

                                                     TIMELINE


Friday, 18 February 2011: Closing date for submission of questions

Friday, 25 February 2011: Tender closes at 11:00 and the tender box is opened at 11:30

Week of 7 – 11 March 2011:Presentations and demonstrations

22 – 25 March 2011 :           Site visits (if needed)




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DOCUMENT INFO
Description: Proposal for Contact Management System document sample