SARS Confidential

SARS RFP 01/2016

Tower S

Server Support Services

Technical Response Template

Instructions

1. Bidder is instructed to follow the format (section numbering, headings etc.) of this technical response template exactly. Bidder must not deviate from the numbering scheme nor deviate from the order in which the sections and subsections are presented in this template.

2. Each section of this Technical Response Template corresponds to a Technical criterion in terms of which the Bidder’s Proposal will be evaluated. Within each section is an explanation (in italics) of what the Bidder is required to provide. Omitting a section; a required response, answer or required documentation will result in SARS not being able to allocate points to the Bidder for that criterion.

3. The response to each section of this Technical Response Template must be separated by a file divider in the Bidder’s hardcopy response.

4. The Bidder must attach documentary evidence of claims where specifically requested and where directed may attach additional documentation. All documentation must be placed in a subsection of section 6 (Additional Documentation) located at the end of this template and a reference to the documentation must be made by the Bidder in the ‘Response Table B:

References to Attached Documentation’ of the referring section. SARS is not under any obligation to evaluate material that is not referenced within ‘Response Table B: References to Attached Documentation’ and in the manner set out above.

5. The Bidder must use this MS-Word document to use as a template for its response. The Bidder may delete these italicised instructions and the tables headed by “Instructions for completing a Response to Table A” and “Instructions for completing a Response to Table B” from the completed template in its Proposal.

Important note regarding the contents of the Bidder’s response

1. The accuracy of content of the Bidder’s response is paramount. SARS may, at its discretion, conduct a due diligence to verify the claims made in the Bidder’s Proposal during or after SARS’s evaluation of the technical criteria. The Bidder is advised to note the provision of the RFP with regard to misrepresentation, disqualification and encashment of the Bid Bond in the RFP Main Document.

2. Unless otherwise specified, where responses are required to indicate Bidder’s capability, the Bidder’s current capabilities must be given.

3. The Bidder must make clear every aspect of its response to the information sought. SARS does not take any responsibility to clarify any aspect of the Bidder’s response. SARS may at its own discretion seek clarification from the Bidder. Any interpretation that is made by SARS evaluators of an ambiguous response will be final and need not be clarified by SARS.

4. SARS will evaluate the Bidder’s Proposal based on the information contained in the Proposal (and any clarifications, verifications or due diligence conducted by SARS). SARS has no responsibility to take extraneous information into account in its evaluation.

Tower S

Technical Response

[Bidder Name]

Table of Contents 1. CAPABILITY...... 5 1.1. SUBCONTRACTORS...... 5 1.2. SERVICE CENTRES...... 6 1.3. SKILLS AVAILABLE TO SARS...... 6 1.4. ONSITE PERSONNEL...... 6 1.5. PROXIMITY OF SERVICE CENTRES TO SARS SITES...... 6 2. SOLUTION...... 6 2.1. SERVER COMPUTING DEVICES...... 6 2.2. SERVER PERIPHERALS...... 6 2.3. STORAGE DEVICES...... 6 2.4. EQUIPMENT TRANSPORT SOLUTION...... 6 2.5. EQUIPMENT STORAGE SOLUTION...... 6 3. SERVICE MANAGEMENT...... 6 3.1. SERVICE MANAGEMENT MATURITY...... 6 3.2. SERVICE MANAGEMENT TOOLSET...... 6 3.3. ORGANISATIONAL COMMITMENT TO SERVICE MANAGEMENT...... 6 3.4. CUSTOMER PROVISIONING PORTAL...... 6

4. TRANSITION...... 6 4.1. TRANSITION TEAM...... 6 4.2. TRANSITION EXPERIENCE...... 6 4.3. TRANSITION PLAN...... 6 5. AUTHORISED SIGNATURE OF BIDDER...... 6 6. ATTACHED DOCUMENTATION...... 6 6.1. [NOTE TO BIDDER: THE DOCUMENT TITLE MUST BE ENTERED HERE]...... 6 6.2. [NOTE TO BIDDER: THE DOCUMENT TITLE MUST BE ENTERED HERE]...... 6 6.3. [NOTE TO BIDDER: THE DOCUMENT TITLE MUST BE ENTERED HERE]...... 6

1. CAPABILITY

1.1. SUBCONTRACTORS

The Bidder must set out, in Table A below, the relationships with subcontractors that the Bidder will rely upon to provide the services within the scope of Tower S. The Bidder must ensure that the list of subcontractors provided in this section corresponds to the responses it has made elsewhere in its Proposal response (for example the response the Bidder has made in SARS RFP 01-2016 2-5 Preference Points Claim Form (SBD 6.1)).

SARS seeks to establish the extent to which the Bidder places reliance on third parties generally to deliver the services, the formality with which third parties have been engaged for the Bidder’s Proposal and the track record of the Bidder working together with the particular third parties. Bidders who can show that the level of reliance on third parties and the formality with which it has engaged such third parties as subcontractors does not pose a risk to service delivery will achieve maximum points for this criterion. Documentation must be attached by the Bidder to substantiate its claims to achieve maximum points.

Instructions for completing Response Table A below.

 The Bidder must complete all fields in Response Table A in full.  All subcontractors intended to be contracted by the Bidder must be listed.  The Bidder may add more lines to Response Table A if necessary to provide details of all intended subcontractors.

Field name Instructions Subcontractor Name Name of the subcontractor Services to be delivered by the Description of the services delivered by the subcontractor. The Bidder must provide detail of Subcontractor the services that the subcontractor will deliver including details of the geographical region if such subcontracted services are limited to a particular region. Expected percentage The estimated percentage of the total contract value for Tower S that the subcontractor will earn Nature of relationship Describe the nature of the relationship, e.g. existing contract in place, signed teaming, agreement to be negotiated, not yet concluded etc. Past working relationship Describe past working relationship with the subcontractor, the nature of services delivered, length of relationship etc.

Instructions for completing Response Table B below.

 To obtain maximum points for this sub-criterion the Bidder must attach proof of the nature of the Bidder’s relationship with its intended subcontractors. (E.g. a teaming agreement or subcontracting contract).  The Bidder is encouraged to attach any additional documentation to substantiate claims made in its answer(s) in Response Table A. It remains the Bidder’s responsibility to provide sufficient information to support its claim to satisfying this technical requirement.

 All additional documentation must be attached in a subsection of the Attached Documentation Section (Section 6) at the end of this template. The Bidder must create a new subsection in the Attached Documentation Section (Section 6) for each additional document and place the document within the subsection.  The Bidder must provide the following information in Response Table B: References to Attached Documentation for each document the Bidder has attached.

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “Subcontractor agreement”) Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document provides proof of formal relationship with the subcontractor”)

 The Bidder may add more rows to Response Table B: References to Attached Documentation if necessary.

Subcontractors Response Table A Subcontractor Name Services to be delivered Expected Nature of Past working relationship by the Subcontractor percentage relationship

Response Table B: References to Attached Documentation Reference Document Title Submitted In support of

1.2. SERVICE CENTRES

The Bidder must set out in the table below the locations of Service Centres from which technical staff will be deployed to provide services. The Bidder must provide the number of staff currently operating from the Service Centres in the categories defined. Where a Service Centre is intended to be set up only in the event that the Bidder is successful this can be included in the table provided it is clearly indicated as such in the column provided.

SARS aims to establish the depth of skills and capabilities that the Bidder (and its subcontractors) will be able to bring to bear in delivering services to SARS. Bidders who can show that its existing Service Centres have sufficient coverage of required skills will achieve maximum points. The extent to which Service Centres that are not yet established are relied upon to provide distribution of skills will be taken into consideration.

 The Bidder must complete all fields in Response Table A in full.  Only Service Centres that will be used in the delivery of the services to SARS must be listed.  The Bidder may include Service Centres of its subcontractors, provided they will be used for the deployment of the services to SARS.  The skills listed, including those of the Bidder’s subcontractors, must be skills that will be available for deployment of services to SARS.  The Bidder must add more rows to its Response in Table A to provide details of all its Service Centres.

Field name Instructions Service Centre Name Name of the Service Centre Address The address of the Service Centre which must include the street address, suburb and town/city. Existing Service Centre State whether the Service Centre exists currently. If the Service Centre does not exist currently the Bidder must provide the date on which the Service Centre will be operational. Bidder / Subcontractor State whether the Service Centre is that of a subcontractor or if it is the Bidder’s own Service Centre. If it is a subcontractor’s Service Centre, the name of the subcontractor must be that of one appearing in the table of subcontractors in 1.1. Total technical staff Provide the total number of technical staff available to service SARS from the Service Centre. Technical skill numbers Provide the numbers of technical staff holding the listed qualifications in the Service Centre available to service SARS from the Service Centre.

 To obtain maximum points for this sub-criterion the Bidder must attach a summary of the CV’s of staff listed or the actual CV’s.

 The Bidder is encouraged to attach any additional documentation to substantiate claims made in its answer(s) in Response Table A. It remains the Bidder’s responsibility to provide sufficient information to support its claim to satisfying this technical requirement.

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “Utilities bill”) Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document provides proof of occupation of premises”)

SERVICE CENTRES Response Table A Service Centre Address Existing Bidder/ Total Technical skill numbers Name Service Subcontractor technical Centre staff ComTia Server and 2+ years’ experience MCP (Microsoft Certified Product – Server) and 2+ years’ experience MCSE and 2+ years’ experience (Server Infrastructure) Server OEM Certification and 2+ years’ experience.

Storage OEM Certification and 2+ years’ experience. ComTia Server and 2+ years’ experience MCP (Microsoft Certified Product – Server) and 2+ years’ experience MCSE and 2+ years’ experience (Server Infrastructure) Server OEM Certification and 2+ years’ experience. Storage OEM Certification and 2+ years’ experience. ComTia Server and 2+ years’ experience MCP (Microsoft Certified Product – Server) and 2+ years’ experience MCSE and 2+ years’ experience (Server Infrastructure) Server OEM Certification and 2+ years’ experience. Storage OEM Certification and 2+ years’ experience. Response Table B: References to Attached Documentation Reference Document Title Submitted In Support Of

1.3. SKILLS AVAILABLE TO SARS

The Bidder must set out in the table below the number of the Bidder’s (including its subcontractors) personnel that will be available to SARS for specialist engagements on a Project or Time and Materials basis. The numbers of personnel provided by the Bidder must be available for projects/assignments that will be co-ordinated and run from SARS head office in Pretoria. As most projects will be managed and executed in the Gauteng province, the skills available in Gauteng for staffing projects are of greater importance than the skills available in other provinces; however the national distribution of skills is still a necessary capability in the execution of SARS-wide projects.

SARS aims to establish the depth of skills that the Bidder (including its subcontractors) will be able to offer to SARS, if required by SARS, for projects/assignments run from SARS’s head office, executed at SARS Sites within Gauteng as well as SARS Sites in other provinces. A Bidder who can show sufficient coverage of all technical skills categories available for projects in Gauteng as well as other provinces will be eligible for maximum points for this sub-criterion. Instructions for completing Response Table A below.

 The Bidder must complete all fields in Response Table A in full.  The skills listed must be skills that will be available for deployment of services to SARS  The Bidder may provide the numbers of skills of its subcontractors provided that they will be available for deployment on SARS projects if requested by SARS.

Field name Instructions Bidder Personnel The number of Bidder personnel available for projects / assignment in Gauteng with the corresponding qualification / certification and experience. Subcontractor Personnel The number of Subcontractor personnel available for projects / assignment in Gauteng with the corresponding qualification / certification and experience.

 To obtain maximum points for this sub-criterion the Bidder must attach a summary of the CV’s of staff listed or the actual CV’s.  The Bidder is encouraged to attach any additional documentation to substantiate claims made in its answer(s) in Response Table A. It remains the Bidder’s responsibility to provide sufficient information to support its claim to satisfying this technical requirement.

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “CV Summary”). Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document provides proof of skills available”)

SKILLS AVAILABLE TO SARS Response Table A Gauteng North West KZN Limpopo Mpumalanga Skills required Bidder Sub- Bidder Sub- Bidder Sub- Bidder Sub- Bidder Sub- Skills contracto Skills contrac Skills contrac Skills contracto Skills contract r tor tor r or Skills Skills Skills Skills Skills

CompTia Server plus; MCP (Microsoft Certified Product – Server) qualification and at least 2 years’ experience OEM certification on servers, blades, EqualLogic, and at least 2 years’ experience. Project Management Certification and at least 5 years’ experience)

Western Cape Eastern Cape Northern Cape Free State Skills required Bidder Sub- Skills contracto r Skills

OEM certification and at least 2 years’ experience. A+ Certification. CompTia Server plus; MCP (Microsoft Certified Product – Server) qualification and at least 2 years’ experience Response Table B: References to Attached Documentation Reference Document Title Submitted In Support Of

1.4. ONSITE PERSONNEL

The Bidder must set out in the table below the number of staff it will locate at the sites where SARS has made office space available (within the maximum number allocated per function).

SARS aims to establish the capability of the Bidder to service SARS’s requirements by placing staff at critical SARS sites.

 The Bidder must complete all fields in Response Table A in full.  The skills listed must be skill that will be available for deployment of services to SARS  The Bidder may add more lines to Response Table A if necessary to provide details of all Service Centres.

Field name Instructions SARS Site Name of the SARS Site (given). Available seating space The office space allocated by SARS to the service provider (given). Function The function associated with the office space allocation (given). On-site staffing The number, qualifications and competencies of staff that will be placed at the SARS site. For example: 1 x ITIL Foundations, CMDB Administrator.

 To obtain maximum points for this sub-criterion the Bidder must attach a summary of the CV’s of staff listed or the actual CV’s.  The Bidder is encouraged to attach any additional documentation to substantiate claims made in its answer(s) in Response Table A. It remains the Bidder’s responsibility to provide sufficient information to support its claim to satisfying this technical requirement.

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “CV’ Summary”).

Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document provides detail of personnel to be allocated”)

ONSITE PERSONNEL Response Table A SARS Site Available seating Function On-site staffing space Lehae la SARS 1 Change Management

Lehae la SARS 1 Configuration Management

Lehae la SARS 1 Incident Management

Lehae la SARS 1 Incident Co-ordinator

Lehae la SARS 1 Technical

Lehae la SARS 1 Project Management

Alberton 3 Technical

Doornkloof 1 Technical

Bellville 1 Technical

Durban (Trescon) 1 Technical Response Table B: References to Attached Documentation Reference Document Title Submitted In Support Of

1.5. PROXIMITY OF SERVICE CENTRES TO SARS SITES

The Bidder must set out in the table below the Service Centres that will be servicing the various SARS Sites

SARS aims to establish the distribution of capabilities that the Bidder (and its subcontractors) will be able to bring to bear in delivering services to meet the Service Levels. The Bidder’s capability (including the capability of its subcontractors) as evidenced by its response to provide services to SARS sites from Service Centres within the performance standards set out in the RFP will score maximum points for this sub-criterion.

 The Bidder must complete all fields in Response Table A in full.  Only Service Centres that will be used in the delivery of the services to SARS must be listed.  The Bidder may include Service Centres of its subcontractors, provided they will be used for the deployment of the services to SARS  The skills listed must be skill that will be available for deployment of services to SARS  The Bidder may add more lines to Response Table A if necessary to provide details of all Service Centres.

Field name Instructions SARS Site Name of the SARS Site (given) Service Centre Name The name of the Bidder’s Service Centre. The name of the Service Centre must be one appearing in the list in section 1.2 above Distance The distance from the Bidder’s Service Centre to the SARS site. Time to respond on site The time it will take for the Bidder to respond with physical presence at the SARS site. The time must be given in minutes.

 The Bidder is encouraged to attach any additional documentation to substantiate claims made in its answer(s) in Response Table A. It remains the Bidder’s responsibility to provide sufficient information to support its claim to satisfying this technical requirement.  Where the Bidder has another means of responding (other than from the closest Service Centre), the Bidder must attach details of such arrangements in additional documentation.

 All additional documentation must be attached in a subsection of the Attached Documentation Section (Section 6) at the end of this template. The Bidder must create a new subsection in the Attached Documentation Section (Section 6) for each additional document and place the document within the subsection.  The Bidder must provide the following information in Response Table B: References to Attached Documentation for each document the

Bidder has attached.

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “Map”). Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document sets out map of service centre proximity to SARS Sites”)

PROXIMITY OF SERVICE CENTRES TO SARS SITES Response Table A SARS Site Service Centre Name Distance Time to respond on site Admin - 271 Veale Street Admin - Brooklyn Bridge - Hilton House Admin - Brooklyn Bridge - Linton House Admin - Brooklyn Bridge - Steven House Admin - Hatfield Gardens Admin - Houghton Estate Admin - Khanyisa Admin - Khanyisa - VDU Admin - Lehae la SARS Admin - Parliament Building Admin - Pavillion Admin - SITA Centurion (IT DR Site) Admin - Snake Valley Admin - Somerset Link Office Park Admin - The Campus - SARS Vault Admin - Waterkloof House

PROXIMITY OF SERVICE CENTRES TO SARS SITES Response Table A SARS Site Service Centre Name Distance Time to respond on site Admin & Revenue - Walker Creek Office Park Airport - Cape Town International - Airfreight Airport - Cape Town International - Arrivals Airport - Cape Town International - Customs Airport - King Shaka Airport Airport - Kruger International Airport - Lanseria Airport - OR Thambo International - Arrivals Airport - OR Thambo International - Mail Centre Airport - OR Thambo International - New Agents Building Airport - OR Thambo International - Terminal Building Airport - Pilansberg Airport - Polokwane Gateway Airport - Port Elizabeth International - Cargo Building Airport - Port Elizabeth International - Terminal Building Airport - Upington Airport - Waterkloof Airforce Base Border - Alexander Bay Border - Beit Bridge Border - Bushmansneck Border - Caledonspoort Border - Derdepoort Border - Emahlathini Border - Ficksburg Bridge

PROXIMITY OF SERVICE CENTRES TO SARS SITES Response Table A SARS Site Service Centre Name Distance Time to respond on site Border - Gemsbok Border - Giriyondo Border - Golela Border - Groblers Bridge Border - Jeppes Reef Border - Josephsdal Border - Kopfontein Gate Border - Lebombo Border - Lebombo Commercials Border - Mahamba Border - Mananga Border - Maseru Bridge Border - McCarthy's Rest Border - Monantsa Pass Border - Nakop Border - Nerston Border - Ongeluksnek Border - Onseepkans Border - Oshoek Border - Pafuri Border - Peka Bridge Border - Qacha's Nek Border - Ramatlabama Border - SaniPass Border - Sendelingsdrift Border - Skilpadshek Border - Stockpoort Border - Swartkopfontein

PROXIMITY OF SERVICE CENTRES TO SARS SITES Response Table A SARS Site Service Centre Name Distance Time to respond on site Border - Twee Rivieren Border - Van Rooyenshek Border - Vioolsdrift Customs - Bloemfontein - Fedsure House Customs - Cape Town - Cargo Scanner Customs - Durban - Customs House Customs - Durmail Customs - Kempton Park Dog Unit Customs - Kosi Bay Customs - Ladybrand Dog Unit Customs - Lebombo Dog Unit Customs - Mossel Bay Customs - Mozambique 4KM Customs - Musina Klein Bolayi Game Lodge Dog Unit Customs - Oudtshoorn Customs - PE Forest Hill K9 Unit Customs - Pretoria - Customs House Customs - Richards Bay Customs - Robertson Customs - Stellenbosch Customs - Zeerust Animal Aid Customs & Revenue - Bloemfontein Central Gov Customs & Revenue - Durban - Albany House Customs & Revenue - East London - Waverly Building

PROXIMITY OF SERVICE CENTRES TO SARS SITES Response Table A SARS Site Service Centre Name Distance Time to respond on site Customs & Revenue - Port Elizabeth - Sanlam Centre Customs & Revenue - Upington DHA - Admin - Barack Street DHA - Admin - Byron Place DHA - Admin - Hallmark DHA - Admin - Harrison Street DHA - Admin - Lehae la SARS DHA - Admin & Revenue - Walker Creek Office Park DHA - Airport - Bram Fischer International DHA - Airport - Cape Town International DHA - Airport - Durban - King Shaka International DHA - Airport - Kruger International DHA - Airport - Lanseria DHA - Airport - OR Thambo International DHA - Airport - OR Thambo International - Terminal Building DHA - Airport - Pilansberg DHA - Airport - Polokwane Gateway DHA - Airport - Port Elizabeth International DHA - Airport - Upington DHA - Airport - Waterkloof Airforce Base DHA - Border - Alexander Bay DHA - Border - Beit Bridge DHA - Border - Beit Bridge Show Grounds DHA - Border - Bothashoop

PROXIMITY OF SERVICE CENTRES TO SARS SITES Response Table A SARS Site Service Centre Name Distance Time to respond on site DHA - Border - Bray DHA - Border - Bushmansneck DHA - Border - Caledonspoort DHA - Border - Derdepoort DHA - Border - Emahlathini DHA - Border - Ficksburg Bridge DHA - Border - Gemsbok DHA - Border - Giriyondo DHA - Border - Golela DHA - Border - Groblers Bridge DHA - Border - Jeppes Reef DHA - Border - Josephsdal DHA - Border - Kopfontein Gate DHA - Border - KosiBay DHA - Border - Lebombo DHA - Border - Lebombo Commercials DHA - Border - Mahamba DHA - Border - Makgobistad DHA - Border - Makhaleng DHA - Border - Makhaleng DHA - Border - Makopong DHA - Border - Mananga DHA - Border - Maseru Bridge DHA - Border - McCarthy's Rest DHA - Border - Middleputs DHA - Border - Monantsa Pass DHA - Border - Nakop DHA - Border - Nerston

PROXIMITY OF SERVICE CENTRES TO SARS SITES Response Table A SARS Site Service Centre Name Distance Time to respond on site DHA - Border - Ongeluksnek DHA - Border - Onseepkans DHA - Border - Onverwacht DHA - Border - Oshoek DHA - Border - Pafuri DHA - Border - Peka Bridge DHA - Border - Platjan DHA - Border - Pontdrift DHA - Border - Qacha's Nek DHA - Border - Ramatlabama DHA - Border - Ramatseliso's Gate DHA - Border - Rietfontein DHA - Border - SaniPass DHA - Border - Sendelingsdrift DHA - Border - Sepapu's Gate DHA - Border - Skilpadshek DHA - Border - Stockpoort DHA - Border - Swartkopfontein DHA - Border - Tele Bridge DHA - Border - Twee Rivieren DHA - Border - Van Rooyenshek DHA - Border - Zanzibar DHA - Customs - Richards Bay DHA - Harbour - Cape Town DHA - Harbour - Cape Town - Cowrie Place DHA - Harbour - Durban - Transfer Terminal DHA - Harbour - Port Elizabeth DHA Border Viooldrift

PROXIMITY OF SERVICE CENTRES TO SARS SITES Response Table A SARS Site Service Centre Name Distance Time to respond on site DHA Border Waverley Durban New Pier Scanner Harbour - Cape Town Harbour - Cape Town - Cowrie Place Harbour - Durban - New Pier Harbour - Mosselbay Harbour - Ngqura Harbour - Port Elizabeth Harbour - Saldanha Bay High Site – Cape Town Harbour – NPA House High Site – Durban Harbour – Strike Craft Revenue - Alberton Revenue - Alberton - Alberton Campus Revenue - Beaufort West Revenue - Bellville Revenue - Benoni Revenue - Bethlehem Revenue - Boksburg Revenue - Cape Mail Revenue - Cape Town - Lower Long Street Revenue - Cape Town - Plein Street Revenue - Cape Town - Project 166 Revenue - Cato Creek Revenue - Doringkloof Contact Centre Revenue - East London Revenue - East London - Old Magistrates Building

PROXIMITY OF SERVICE CENTRES TO SARS SITES Response Table A SARS Site Service Centre Name Distance Time to respond on site Revenue - East London - Old Reserve Bank Building Revenue - Edenvale Revenue - George Revenue - Giyani Revenue - Joburg - Megawatt Park Revenue - Joburg - Rissik Street Revenue - Kimberley - Bean and Crossman Revenue - Klerksdorp Revenue - Kroonstad Revenue - Krugersdorp Revenue - Landros Hof Building Revenue - Lebowakgomo Revenue - Mitchells Plain Revenue - Mmabatho Revenue - Mthatha Revenue - Nelspruit Revenue - Nigel Revenue - Paarl Revenue - Pietermaritzburg Revenue - Pinetown Revenue - Polokwane Revenue - Port Shepstone Revenue - Pretoria - Ashlea Gardens Revenue - Pretoria - iParioli Revenue - Pretoria - Main Receiver Building Revenue - Pretoria - Riverwalk Office Park Revenue - Pretoria North

PROXIMITY OF SERVICE CENTRES TO SARS SITES Response Table A SARS Site Service Centre Name Distance Time to respond on site Revenue - Randburg Revenue - Randfontein Revenue - Richards Bay - Bayside Mall Revenue - Roodepoort Revenue - Rustenburg Revenue - Soweto Revenue - Soweto Bara Revenue - Springs Revenue - St Mary's Terrace Revenue - Standerton Revenue - Thohoyandou Revenue - Trescon House Revenue - Uitenhage Revenue - Umhlanga Revenue - Vereeniging Revenue - Welkom Revenue - Witbank Revenue - Worcester State Warehouse - Cape Town State Warehouse - Durban New Pier State Warehouse - Iscor Warehouse State Warehouse - Johannesburg State Warehouse - ORTIA Customs State Warehouse - Port Elizabeth State Warehouse - Silverton State Warehouse - Upington - Soutpan Street State Warehouse - Upington - Station State Warehouse PE Harrower Road

PROXIMITY OF SERVICE CENTRES TO SARS SITES Response Table A SARS Site Service Centre Name Distance Time to respond on site Response Table B: References to Attached Documentation Reference Document Title Submitted In Support Of

2. SOLUTION

2.1. SERVER COMPUTING DEVICES

The Bidder must provide details of its solution regarding the support for Server Computing devices.(as defined in Table S-1 and S-2 in paragraph 8.4 of the Business Requirements Specification). SARS aims to assess the Bidder’s solution in terms of completeness, sustainability (recruitment, training), viability (dependence on third parties, OEM relationship, warranty services, repair centres and spares holding) and risk to SARS of any weaknesses. Bidders who can show, with substantiation, that the aspects of the services have been provided for appropriately and present little or no risk to SARS will achieve maximum point for this sub-criterion.

 The Bidder must complete all fields in Response Table A in full.

Field name Instructions Recruitment and retention The Bidder must fully describe its strategy to maintaining the required technical competencies within its organisation for sustainable service delivery. Training The Bidder must describe its training program for technical staff to maintain currency with technology. Reliance on subcontractors The Bidder must provide details of the extent to which it relies on subcontractors to provide technical competencies. The Bidder must disclose the extent of its reliance on subcontractors Warranty provider status The Bidder must describe its status as a warranty repair provider if at all, or if a subcontractor is a warranty repair provider, the name of the subcontractor and its status. Warranty services Describe how the warranty services will be provided. Out of Warranty repair Describe how the out of warranty services will be provided. 3rd party repairers If 3rd party repairers are to be utilised in the provision of services, the Bidder must describe its relationship with such repairers Spares / Whole unit spares holding The Bidder must provide details of the spares held, which models of equipment for which spares are held and the number of whole unit spares the Bidder intends to maintain. OEM relationships The Bidder must describe its relationship with the OEM (s) of the supported devices

 The Bidder is expected to attach any additional documentation to substantiate claims made in its answer(s) in Response Table A. It remains the Bidder’s responsibility to provide sufficient information to support its claims to satisfying this technical requirement.

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “Warranty service provider status”). Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document provides proof of warranty provider status”)

SERVER COMPUTING DEVICES Response Table A SERVER COMPUTING DEVICES Solution component Description Recruitment and retention Training Reliance on subcontractors Warranty provider status Warranty services Out of warranty repair 3rd Party Repairers Spares/ Whole Unit Spares Holding OEM Relationships

Response Table B: References to Attached Documentation Reference Document Title Submitted In Support Of

2.2. SERVER PERIPHERALS

The Bidder must provide details of its solution regarding the support and administration for Server Peripherals .(as defined in Table S-1 and S-2 in paragraph 8.4 of the Business Requirements Specification). .

SARS aims to assess the Bidder’s solution in terms of completeness, sustainability (recruitment, training), viability (dependence on third parties, OEM relationship, warranty services, repair centres and spares holding) and risk to SARS of any weaknesses. Bidders who can show, with substantiation, that the aspects of the services have been provided for appropriately and present little or no risk to SARS will achieve maximum point for this sub-criterion.

SERVER PERIPHERALS Response Table A SERVER PERIPHERALS Solution component Description Recruitment and retention Training Reliance on subcontractors Warranty provider status Warranty services Out of warranty repair 3rd Party Repairers Spares/ Whole Unit Spares Holding OEM Relationships Response Table B: References to Attached Documentation Reference Document Title Submitted In Support Of

2.3. STORAGE DEVICES

The Bidder must provide details of its solution regarding the support for Server Storage Devices (as defined in Table S-1 and S-2 in paragraph 8.4 of the Business Requirements Specification). .

SARS aims to assess the Bidder’s solution in terms of completeness, sustainability (recruitment, training), viability (dependence on third parties, OEM relationship, warranty services, repair centres and spares holding) and risk to SARS of any weaknesses. Bidders who can show, with substantiation, that the aspects of the services have been provided for appropriately and present little or no risk to SARS will achieve maximum point for this sub-criterion.

STORAGE DEVICES Response Table A STORAGE DEVICES Solution component Description Recruitment and retention Training Reliance on subcontractors Warranty provider status Warranty services Out of warranty repair 3rd Party Repairers Spares/ Whole Unit Spares Holding OEM Relationships Response Table B: References to Attached Documentation Reference Document Title Submitted In Support Of

2.4. EQUIPMENT TRANSPORT SOLUTION

The Bidder must provide details of its solution regarding the transport of SARS equipment in the execution of Device-based services and/ or Projects. The description of the Bidder’s solution at the minimum must include details of:  how equipment is moved within a building, between buildings on SARS campus site, and between SARS sites.  whether the transport of equipment will be performed by the Bidder’s own in-house capability or whether the service of subcontractor will be contracted.  The type of vehicles used.  The process controls employed.  Security provided.  Tracking systems employed.

SARS aims to assess the Bidder’s solution for equipment transport in terms of efficiency, effectiveness, controls and security. Bidders who address all aspects of the solution listed above adequately and demonstrate that it will present little or no risk to SARS will score maximum points for this criterion.

Field name Instructions Equipment transport solution The Bidder must fully describe the equipment transport solution. The description of the solution must address the following  how equipment is moved within a building, between buildings on SARS campus site, and between SARS sites.  whether the transport of equipment will be performed by the Bidder’s own in-house capability or whether the service of subcontractor will be contracted.  The type of vehicles used.  The process controls employed.  Asset management  Packaging  Insurance arrangements  Security provided.  Tracking systems employed.

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “Process flowchart”). Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document provides detail of the solution”)

EQUIPMENT TRANSPORT SOLUTION Response Table A Equipment transport solution

2.5. EQUIPMENT STORAGE SOLUTION

The Bidder must provide details of its solution regarding the storage of SARS equipment in the execution of Device-based services and/ or Projects. The description of the Bidder’s solution at the minimum must include details of:  Warehousing facilities (including those of its subcontractor’s) available for bulk storage  Storage facilities at the Bidder’s/ subcontractors Service Centres for storage of SARS equipment in transit  Storage facilities at the Bidder’s/subcontractors Service Centres for storage of SARS-provided spares  Asset management process employed at each  Asset management systems employed at each  Security controls at each  Monitoring at each  Reporting capabilities at each

SARS aims to assess the Bidder’s solution for equipment storage in terms of efficiency, effectiveness, controls and security. Bidders who address all aspects of the solution listed above adequately demonstrate that it will present little or no risk to SARS will score maximum points for this criterion.

Field name Instructions Warehouse / Service centre Warehouse / Service Centre name. The name must correspond to one of those listed in the Service Centres table above. Description The Bidder must describe the equipment warehousing and storage solution in detail. The description of the solution must address the following:  Description of the warehousing facilities (including those of its subcontractor’s) available for bulk storage, location, capacity, which subcontractor etc.  Storage facilities at the Bidder’s/ subcontractors Service Centres for storage of SARS equipment in transit.  Storage facilities at the Bidder’s/subcontractors Service Centres for storage of SARS-provided spares.  The description of the solution at each must include: o Asset management process employed o Asset management systems employed o Security controls. o Accessibility to equipment (during and after hours)

o Packaging o Insurance arrangements. o Fire protection o Monitoring capabilities (Cameras, barcode readers etc.) o Reporting capabilities

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “Process flowchart”). Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document provides detail of the solution”)

EQUIPMENT STORAGE SOLUTION Response Table A Warehouse / Service Centre Description

3. SERVICE MANAGEMENT

3.1. SERVICE MANAGEMENT MATURITY

The Bidder must set out in the table below the maturity of its own organisational service management processes

SARS aims to establish the maturity of the Bidder’s service management process(es) as a foundational element for the successful provision of services. Instructions for completing Response Table A below.

Field name Instructions Service Management Process Name of the process (given) Maturity assessment Assessment of the maturity of the process. The Bidder must specify whether the process has been formally assessed (either internally or externally) and provide the results and the date of the assessment. If an external assessment has been performed then the name of the organisation/standards body that conducted the assessment must be provided.

 The Bidder is expected to attach any additional documentation to substantiate claims made in its answer(s) in Table A, for example, reports, assessment findings etc. It remains the Bidder’s responsibility to provide sufficient information to support its claims to satisfying this technical requirement.

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “Service management assessment”).

Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document provides proof of service management maturity”)

SERVICE MANAGEMENT MATURITY Response Table A Service Management Process Maturity assessment Service Desk Incident management Problem management Change management Configuration management Response Table B: References to Attached Documentation Reference Document Title Submitted In Support Of

3.2. SERVICE MANAGEMENT TOOLSET

The Bidder must set out in the table below a description of the toolset that the Bidder has implemented for service management.

SARS aims to establish the level of automation of the Bidder’s service management process as a foundational element to the successful provision of services. The Bidder who can show that the toolset employed provides sufficient automation of its service management and that it is established in the organisation so that the execution of service management functions should present little or no risk to SARS will score maximum points for this sub-criterion. Instructions for completing Response Table A below.

Field name Instructions Functionality Name of the process (given) Description / dimensions The Bidder must provide details of:  The system / toolset/product used  Number of years it has been in use by the Bidder for this function  Number of users  Bidder’s commitment to the system/product for the corresponding service management processes

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “Service management product specification”)

Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document provides detail of the product that is in use”)

SERVICE MANAGEMENT TOOLSET Response Table A SERVICE MANAGEMENT TOOLSET Functionality Description / dimensions Service Desk Incident Management Problem Management Change management Configuration management Response Table B: References to Attached Documentation Reference Document Title Submitted In Support Of

3.3. ORGANISATIONAL COMMITMENT TO SERVICE MANAGEMENT

The Bidder must set out its own organisational commitment to the principles of service management in its approach to service delivery. Responses to questions for this sub-criterion exclude the Bidder’s subcontractors.

SARS aims to establish the Bidder’s level of commitment to service management in its own organisation. A Bidder who has a high percentage of operational staff who have at least foundational level training and other experts within its own organisation . Instructions for completing Response Table A below.

Field name Instructions Qualifications/training Qualification (partially provided, the Bidder may add additional lines for qualifications not listed) Total number of operational staff in The Bidder must provide the total number of operational staff in its organisation organisation Total number of operational staff with The Bidder must provide the number of operational staff with the corresponding qualification qualification.

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “Personnel qualification summary”) Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document provides more detail regarding personnel service

management qualifications”)

ORGANISATIONAL EDUCATION IN SERVICE MANAGEMENT Response Table A ORGANISATIONAL EDUCATION IN SERVICE MANAGEMENT Qualification Total number of operational staff in Total number of operational staff with organisation qualification ITIL Foundations ITIL Practitioner- level certification ITIL Intermediate certification ITIL Expert level certification ITIL Masters level certification

3.4. CUSTOMER PROVISIONING PORTAL

The Bidder must provide details of its proposed solution to meet SARS’s requirements for a Customer Provisioning Portal. The description of the Bidder’s solution at the minimum must :  Address all required elements of the solution as set out in paragraph 6.5 of the Business Requirements Specification.  Provide details of the secure interface  The functionality / transactions that SARS will be able to perform through the Customer Provisioning Portal

SARS aims to assess the Bidder’s solution for effectiveness in achieving the specifications as set out in the Business Requirements Specification. All aspects of the solution listed above must be adequately addressed by the Bidder’s proposal to present acceptable risk to the achievement of the requirements to score maximum points for this criterion

Field name Instructions Customer Provisioning Portal details The Bidder must fully describe its proposal for a Customer Provisioning Portal solution. The description of the solution must at a minimum address the following:  Address all required elements of the solution as set out in paragraph 6.5 of the Business Requirements Specification.  Provide details of the secure interface  The functionality / transactions that SARS will be able to be performed through the Customer Provisioning Portal  Set out the implementation process.  Screenshots  System specification  Delivery project plan (if not already built – as an attachment)

Committed date available The number of months after the Effective Date within which the Customer Provisioning Portal will be available.

 The Bidder is expected to attach any additional documentation to substantiate claims made in its answer(s) in Response Table A. The Bidder should include any documentation that will provide sufficient detail to show that SARS’s business requirement will be met. It remains

the Bidder’s responsibility to provide sufficient information to support its claims to satisfying this technical requirement.

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “Portal screenshots”) Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document provides screen shots of the existing tool”)

CUSTOMER PROVISIONING PORTAL Response Table A CUSTOMER PROVISIONING PORTAL DETAILS

COMMITTED DATE AVAILABLE

4. TRANSITION

4.1. TRANSITION TEAM

The Bidder must provide details of its proposed transition team  Qualifications and experience of team members  Structure and reporting line into the Bidder’s organisation

SARS aims to assess the Bidder’s capability to transition the services effectively. All aspects of the transition team listed above must be adequately addressed by the Bidder’s proposal to present acceptable risk to the achievement of the requirements to score maximum points for this criterion.

Field name Instructions Transition team The Bidder must provide details of its proposed transition team  Structure of the team and reporting line into the Bidder’s organisation  Roles within the team  Qualifications and experience of team members, roles of team members in previous/past transitions.

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “Transition team structure”) Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document sets out the team structure graphically”)

Transition Team Response Table A Transition Team

4.2. TRANSITION EXPERIENCE

The Bidder must provide details of past transitions it has undertaken  Nature of the transition  Project outcome, time taken

SARS aims to assess the Bidder’s capability to transition the services effectively by its past experience of transition and the complexity of the transition projects undertaken. At least two transition projects that the Bidder has performed to take on services at different clients should be described with substantiating documentation by the Bidder to be eligible to achieve maximum points.

Field name Instructions Customer name Customer for whom the Transition was undertaken Services taken on The nature of the services being taken on Service Management Integration Details of what level of system management integration was performed and how this was achieved. Transition project details Provide as much relevant detail as possible for SARS to establish that the Bidder’s experience will lower the risk of Transitioning for SARS. Relevant factors would include:  Complexity of the transition  Time taken  Size of Transition team  Lessons learned

 The Bidder is expected to attach any additional documentation to substantiate claims, e.g. plans, reports, signoffs, made in its answer(s) in Response Table A. It remains the Bidder’s responsibility to provide sufficient information to support its claims to satisfying this technical requirement.

 All additional documentation must be attached in a subsection of the Attached Documentation Section (Section 6) at the end of this template. The Bidder must create a new subsection in the Attached Documentation Section (Section 6) for each additional document and

place the document within the subsection.  The Bidder must provide the following information in Response Table B: References to Attached Documentation for each document the Bidder has attached.

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “Transition report”) Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document provides proof of previous transition undertaken”)

Transition Experience Response Table A Customer name Services taken on Service Management Transition Project Details Integration

4.3. TRANSITION PLAN

The Bidder must provide details of its proposed transition of Tower S services including a Gantt chart of activities, showing milestones, resourcing and timing of each activity.

SARS aims to assess the Bidder’s proposal for transitioning the services effectively. All requirements for Transitioning in the Business Requirements Specification, the Agreement and the RFP Main Document must be included in the scope of the project, including the plan to meet the required timelines.

Field name Instructions Transition Plan The Bidder must provide a project plan down to activity level that shows how the requirements for Transition in the Business Requirements Specification, the Agreement and the RFP Main Document will be met, including meeting the required timelines. The plan must include a Gantt chart of activities, resources assigned and timelines associated with each activity. The details of each activity should be given in a separate document.

 The Bidder is expected to attach additional documentation to provide sufficient documentation relating to the activities that comprise its Transition Plan. It remains the Bidder’s responsibility to provide sufficient information for SARS to understand the Bidder’s approach and level of planning fully.

Field name Instructions Reference The reference where the document can be found must be entered in this field (E.g. Section 6.1). Document Title The name of the document (e.g. “Project Plan Gantt chart”)

Submitted in support of The Bidder must indicate what aspect of the Bidder’s response in Table A is supported by the document.(e.g. “Document provides a Gantt chart overview of the project activities”)

Transition Plan Response Table A Transition Plan

5. AUTHORISED SIGNATURE OF BIDDER I declare that the responses and the information provided are accurate, complete and correct and that I am authorised to sign this declaration on behalf of the Bidder.

Signature of Bidder’s Authorised Signatory Name Capacity Date

6. ATTACHED DOCUMENTATION

6.1. [NOTE TO BIDDER: THE DOCUMENT TITLE MUST BE ENTERED HERE]

[NOTE TO BIDDER: THE ACTUAL DOCUMENT MUST BE PASTED IN HERE]

[THE BIDDER MAY ADD MORE SUBSECTIONS TO ACCOMMODATE MORE ATTACHED DOCUMENTATION]