Handheld Computing Tender for Royal Mail
Royal Mail Group (RMG) is seeking to procure a managed service for the provision, support and maintenance of a range of ruggedised hand held computing devices and portable, wearable and mobile computing devices, known within RMG as Postal Digital Assistants (PDA’s).
UK-London: bar code scanning equipment
Contract notice – utilities
Section I: Contracting entity
Royal Mail Group
For the attention of: George Pay
W1T 1HQ London
General address of the contracting entity: http://www.royalmail.com
Address of the buyer profile: http://www.royalmailgroup.com/portal/rmg/jump1?catId=23200531&mediaId=23300561
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
Section II: Object of the contract
Service category No 7: Computer and related services
Main site or location of works, place of delivery or of performance: UK.
NUTS code UK
The contract is to include the provision of a hardware and application support service using a PDA device / device family (collectively referred to as Device) with associated spares, consumables, accessories, peripherals and secure storage facilities. This is to support RMG postal operations both under the roof within delivery offices and depots and outdoors during customer deliveries or collections.
The supplier must be able to provide a range of devices capable of supporting current and emerging business requirements from within their own product portfolio or alternative sources as required by RMG.
RMG may, as an alternative to procuring a managed service, seek bids based on other methods that may meet its requirements, for example through outright purchase of the Devices. RMG will specify in the contract documents the extent to which such variant bids will be sought and accepted.
1 The Devices to be provided will be required to support some or all of the following features and capabilities:
1.1 Barcode scanning for real time data collection
1.2 Customer signature capture
1.3 Image capture
1.4 Voice communications
1.5 Mobile data connectivity
1.5 Bluetooth (or equivalent) device connectivity
1.7 GPS (or equivalent)
1.8 Inter operability with peripheral devices
1.9 Ruggedised and IP rated
2 Specific Device services, covering the full life-cycle, include:
2.1 Phased replacement of current hand held PDA device estate and other similar devices with new Devices, consumables (e.g. screen protectors, styli), peripherals (e.g. chargers, printers, card readers), spares (e.g. batteries, straps), accessories (e.g. cradles, cases, holsters) and secure storage facilities (e.g. cabinets)
2.2 Phased de-commission and disposal of PDA devices and other similar devices
Option for subsequent phased technology refreshes of the Device, consumables, peripherals, spares, accessories and secure storage facilities over the lifecycle of the agreement.
2.3 Option for phased de-commission and disposal of new Devices following above refresh
2.4 ITIL and CMMi (or equivalents) aligned Device management
2.5 ITIL and CMMi (or equivalents) aligned Level 1, 2 and 3 help desk integrated with RMGs processes
2.6 ITIL and CMMi (or equivalents) aligned Break Fix
2.7 Provision of consumables, spares, peripherals, accessories and secure storage facilities
3 Specific Device applications services, covering the full life-cycle, include:
3.1 ITIL and CMMi (or equivalents) aligned independent Device software testing and assurance service
3.2 Provision and management of a ‘production’ applications library for Device software
3.3 ITIL and CMMi (or equivalents) aligned level 2 and 3 Device application services help desk seamlessly integrated with the above Device services help desk
35126000, 32510000, 38112100, 72200000, 72140000, 72510000, 72540000, 72611000, 30213000, 30213500, 30237270, 48781000, 72253000, 72253200, 72254100, 72261000, 72260000, 72262000, 72263000, 72265000, 72267000
The Postal Digital Assistant Service contract award will be based on a five year initial term which can be extended by 12, 24 or 36 months (or a combination or multiples thereof) up to a total of eight years.
1. Specific Device provision:
1.1. Phased replacement of current hand held Postal Digital Assistant estate and other similar devices with up to 120,000 Device sets comprising Devices with associated spares, consumables, accessories and peripherals
1.2. Option for subsequent phased provision of up to 120,000 additional Device sets, to refresh the aforementioned replacements, comprising Devices with associated accessories and peripherals
1.3. Device charging, cradle and secure storage facilities (e.g. cabinets) sufficient for both of the above
1.4. All of the above are to be distributed across up to circa 1,500 sites and up to circa 38,000 vehicles within the United Kingdom
1.5. Replacement spares, peripherals, accessories and secure storage facilities:
1.6. Vendors will provide sufficient spares, consumables, peripherals, accessories and secure storage facilities to ensure the above devices are operational as required.
2. PDA Device Service including, but not limited to:
2.1. Device configuration management
2.2. Remote Device management
2.3. Device management
2.4. Device helpdesk and support
2.5. Device end user Break Fix services
2.6. Service Management, reporting and governance
2.7. Project and advisory services
3. PDA Device Application Service including, but not limited to:
3.1. Independent testing
3.2. Application accreditation
3.3. Provision and maintenance of a Device Application
3.4. Second and third line support
3.5. Service Management, reporting and governance
3.6. Project and advisory services
This contract shall provide an end to end service to ensure that all designated employees have an appropriate Device available when needed, providing the required functionality, based on their role.
The supplier of services for this Contract will be required to deliver a high level of integration and collaboration with other relevant providers of IT related services to RMG. In order to ensure that the required service levels are provided RMG require this integration and collaboration to be formalised between the supplier of the services for this Contract and the other suppliers engaged in enabling or providing parts of the services related to this Contract.
The solution required includes provision of a service combining supply of the.
Device coupled with a comprehensive range of Device and Device application services.
This supplier of this Contract will develop and operate/co-ordinate (between Royal Mail and all other IT Suppliers) a full suite of ITIL and CMMi (or equivalents) compliant Device service management processes, and the applications to support these processes. The supplier of this Contract shall provide Royal Mail with a single overall service interface and service management co-ordination point, which will include:
4. Postal Digital Assistant service, including:
4.1. Device supply:
4.1.1. Phased supply of Devices (example profile provided below) with associated consumables, spares, accessories, peripherals, secure storage facilities and other items to replace the current Devices plus other similar devices
4.1.2. Option for subsequent phased supply of refresh Devices for the above replacement Devices with associated consumables, spares, accessories, peripherals, secure storage facilities and other items in accordance with a ‘keep current’ principle
4.1.3. Provisioning / Commissioning and De-Commissioning of Devices, as above (with associated consumables, spares, accessories, peripherals, secure storage facilities and other items)
4.1.4. Disposal of current Devices plus other similar devices and, on refresh, disposal of new Devices
4.2. Device configuration management including, but not limited to:
4.2.1. End user applications and releases
4.2.2. Software builds and installation
4.2.3. Security policy application
4.2.5. Application software patch application
4.3. Remote Device management including, but not limited to:
4.3.1. Wired and wireless application updates
4.3.2. Wired and wireless firmware updates
4.3.3. Remote configuration and provisioning
4.3.4. Remote lock and wipe
4.3.5. Back up and restore
4.3.6. Battery life monitoring / battery replacement
4.4. Device management including, but not limited to:
4.4.1. Maintenance of an asset register, synchronised with the RMG asset register
4.4.2. Real time Device management, optimising Device asset usage
4.5. ITIL (or equivalent) aligned Device helpdesk and support including, but not limited to:
4.5.1. Troubleshooting and Diagnostic Tools
4.5.2. Logging and Reporting
4.5.3. Remote Control and Administration
4.5.5. First, second and third line support for new and refresh Devices and associated Operating System / Security / Database and Framework
4.5.6. First, second and third line support for legacy PDA device and associated Operating System Security / Database and Framework
4.5.7. First line support for new and refresh Device Applications
4.5.8. First line support for legacy PDA device Applications
4.6. ITIL (or equivalent) aligned Device end user Break Fix services, including, but not limited to:
4.6.1. Return and repair management of legacy and new hand held PDA devices and related device spares and accessories (batteries, cabinets, chargers, cases, styli, screen guards, cradles and vehicle kits)
4.7. ITIL (or equivalent) aligned Service Management, reporting and governance, including, but not limited to:
4.7.1. End to end service management and governance across all aspects of the new Device service
4.7.2. Performance, SLA and utilisation reporting
4.8. Associated project and advisory services
5. Postal Digital Assistant Device profile:
The following is an indication of the range of features and capabilties required, for a typical device usage scenario, however a family of devices is envisaged with varying capabilities based on the planned usage of the device.
5.1. Capability to capture and read bar codes in varying lighting and weather conditions
5.2. Capability to capture images in varying lighting and weather conditions
5.3. Capability to capture signatures directly on the screen
5.4. Inbuilt GPS (or equivalent) for use with software which is capable, of:
5.4.1. Acting as a ‘satnav’ for both vehicle and foot/cycle routes
5.4.2. Recording location tracks for all outdoor delivery methods (foot, cycle, vehicle, delivery trolley etc.)
5.4.3. Receiving a GPS (or equivalent) signal whilst the device is in the vehicle or held on the person (in a pocket, pouch, trolley etc.)
5.5. Inbuilt mobile cellular data and communications capability including Wi-Fi
5.6. Inbuilt Bluetooth (or equivalent) capability to link to other devices and peripherals
5.7. Ruggedised IP rated hand-held device with related spares, consumables, peripherals and accessories, as above
5.8. Integral hard / soft keypad for data entry via stylus or finger in varying lighting and weather conditions
5.9. Capability to continue working and store and forward data collected in the event of disconnection from the network
5.10. Operating System: Initially, Windows Embedded Handheld (or equivalent)
5.11. Legislation – The Device and any spares and accessories must comply with the latest environmental legislation (e.g. WEEE and RoHS).
5.12. The Device battery should enable significant extended usage between full charges
6. Device application service:
The overall Device service includes the integral introduction, provision, availability and management of the maintenance of selected / approved applications, sourced externally to this Contract. As such, the following are required as a key part of the service:
6.1. Management and conduct of independent testing, to RMG specification, of third party applications and/or developments covering:
6.1.4. Arrangement of related environments as part of the Integration Framework
6.2. Accreditation of applications as being suitable to be promoted to the production Device applications library
6.3. Design, development and maintenance of the RMG production Device application library, from which Device application builds are configured or updates provisioned
6.4. ITIL (or equivalent) aligned second and third line support including, but not limited to:
6.4.1. Troubleshooting and Diagnostic Tools
6.4.2. Remote Control and Administration
6.4.4. Second and third line Applications support for the new Device
6.4.5. Second and third line Applications support for the legacy Device
6.5. ITIL (or equivalent) aligned Service Management, reporting and governance, including, but not limited to:
6.5.1. End to end service management and governance across all aspects of the new hand held PDA device service
6.5.2. Performance, SLA and utilisation reporting
This contract will develop and operate/co-ordinate (between RMG and all other IT Suppliers) a full suite of Device service management processes, and the applications to support these processes.
6.6. Associated project and advisory services
7. Supplier Integration Framework
RMG anticipates the establishment of a multi-vendor IT Landscape where several suppliers may be involved in the delivery of a service. The underlying enablers of this are as follows:
7.1. All suppliers must commit to ensuring the success of end-to-end service delivery, support processes and the organisation of services and processes across the estate.
7.2. Suppliers will work within an RMG defined Integration Framework which will include without limitation:
7.2.1. Architectural Standards and Codes of Practice
7.2.2. Service Management and Delivery Processes and the Integrated Service Management Toolset across suppliers
7.2.3. Tools, Middleware and Data Definitions including end-to-end alert/event monitoring, application monitoring and scheduling systems
7.2.4. Commercial and Legal arrangements
7.2.5. Governance and Controls
7.2.6. Culture and Behaviours
7.3. Suppliers will be required to:
7.3.1. Comply with the Integration Framework
7.3.2. Design and Deploy applications and infrastructure alerting and events in accordance with the Integration Framework so they fit into the Systems Management Tools
7.3.3. Collaborate with the suppliers of other Lots as logical extensions of RMG in line with the Integration Framework
7.3.4. Participate in all stages of project process
7.3.5. Accept shared success and failure in the delivery of projects and services
7.3.6. Comply with business-relevant SLAs, associated service credit and bonus regimes
7.3.7. Work together across a multi-supplier landscape for the overall good of RMG
7.3.8. Comply with RMG architecture, standards and policies
Estimated value excluding VAT
Range: between 1 000 000,00 and 300 000 000,00 GBP
Number of possible renewals: 3
In the case of renewable contracts, estimated time-frame for subsequent calls for competition:
in months: 60 (from the award of the contract)
Section III: Legal, economic, financial and technical information
Description of particular conditions: Please see the contract documents, which will be issued at the tender/award stage to all shortlisted bidders.
Section IV: Procedure
Additional information about electronic auction: An electronic auction (e-auction) may be used in the award.
Section VI: Complementary information
Please read ALL of the following information carefully.
1. Expression of Interest. Please ensure that you submit an expression of interest promptly so that your details can be populated in the Royal Mail Group Electronic Sourcing system (E-Sourcing). This is a necessary first step in order for you to be able to submit a PQQ.
2. To formally express interest in this procurement you must first complete the Supplier Registration form at: https://rmg.frictionless.com/fsguestvendor/vendordesktop/register?ui=ui5
IMPORTANT: When completing the form: – please do so from a windows PC using the latest version of Internet Explorer, or specifically Microsoft Internet Explorer 6 SP2, Microsoft Internet Explorer 7, or Microsoft Internet Explorer 8 NOTE: Charts are supported in Adobe Flash format and JPEG. Dashboards are supported only in Flash format. Charts and dashboards in Flash format are supported only on 32-bit Java environment and 32-bit browsers, and are disabled on 64-bit browsers. If you run SAP Sourcing on 64-bit Java environment, you must set the chart format to JPEG.
Note: MAC Users – The latest version of Internet Explorer for MAC is 5.2.3, therefore MAC does not support SAP E-Sourcing Version 7.0. – If you are unable to complete any fields because of format errors, please complete with a single zero “0” and tab through.
3. You will THEN be sent information on how to access the PQQ. The process will be managed using the Royal Mail Group Electronic Sourcing System (Esourcing).
4. The PQQ is accessed via Esourcing. Following completion of a Supplier Registration Form you will be sent 2 emails with information that will allow you to access it.
— The first eMail will include log-on details to eSourcing. The eMail will arrive via RMG@frictionless.com and will be headed Royal Mail Group RFX – (please do not email this site unless instructed to do so).
— The second email will specifically invite you to participate in the PQQ for Postal Digital Assistant Services. It is at this point that you will be able to fully access the PQQ and start to complete it.
5. The PQQ will close as noted in IV.3.4. Please note: Your log-on will not be activated until you are formally invited to participate, so please do not try to log-on BEFORE you are invited to do so, since your access will be denied.
6. Royal Mail may require suppliers to supplement or clarify the information submitted in the PQQ and may also undertake its own audit of the supplier to verify the information provided.
The most economically advantageous or any tender will not automatically be accepted.
7. All communications must be made through the Esourcing portal.
8. Tenders and all supporting documentation for the contract must be priced in sterling (unless otherwise specified in the contract documents) and written in English.
9. Any agreement entered into will be considered a contract made in England according to English law and will be subject to the exclusive jurisdiction of the Courts of England & Wales.
10. Royal Mail Group is not liable for any costs incurred by those expressing an interest in tendering for this contract opportunity. Royal Mail Group reserves the right to terminate the procurement process (or part of it), to change the basis of and the procedures for the procurement process at any time, or to procure the contract by alternative means if it appears that the contract can be more advantageously procured by alternative means.
11. RMG will be hosting a supplier day on 30.11.2012 for those who have registered interest in receiving a PQQ.
12. The range of contract values and the number of devices given in section II.2.1 is an estimate only, based on the current information available. The actual value of the contract to be awarded and the number of devices that will be used under it cannot be accurately quantified at this stage and may be lower or higher than the value range of device numbers specified in section II.2.1
13. High level vendor selection process – vendor selection is currently planned as a three stage process; the first stage comprises evaluation of the responses to the Pre Qualification Questionnaire (PQQ) associated with this OJEU notice, with up to six vendors being taken forward to receive the RMG Invitation to Negotiate (ITN)
see VI.4.2 below
Any appeal under this procurement should, in the first instance, be addressed to the contact at I.1 above.
VI.5)Date of dispatch of this notice:14.11.2012