SAP Support Service Provider RFP Briefing Session

1. ROAD ACCIDENT FUNDVENDOR BRIEFING SESSION RFP: RAF/ 2012 /00006 Presenter: Anna Mosupyoe and Peter Letoaba Date: 23 January 2012 Time: 10:00

2. Overview • Background • Evaluation Criteria • Submission of bid responses • Disqualification of bids • Procurement Administration • Purpose of the RFP • Questions and Answers

3. Background • RFP: RAF/2012/00006: Request for proposals for the appointment of a service provider to provide SAP support to RAF for a period of 3 years. • Advertised on 13 January 2012 • Closing on 03 February 2012

4. Evaluation Criteria • Evaluation will be based on 90/10 PPPFA system

5. Evaluation Criteria

6. Evaluation Criteria (continue)

7. Evaluation Criteria continue

8. Evaluation Criteria continue

9. Evaluation Criteria continue

10. Original signed bid document • 4 hard copies • Submitted in sealed envelopes • Each schedule must be clearly distinguish, indexed and all pages numbered • Submission of bid responses

11. Disqualification of bids • Bidders shall be disqualified if they fail to: • Submit a valid and original tax clearance certificate • Complete questionnaires in full • Submit true and correct information • Comply with mandatory requirements • Comply with prescribed response format

12. Administration • RFP Closing Date: 03 February 2012 @11H00 • Venue: RAF Menlyn Reception 38 Ida street Menlo Park Pretoria • Bid responses sent by courier must reach the reception at least 36 (thirty six) hours before the closing date to be deposited into the bid box • Submission Register must be signed at the reception by bidder when submitting bid documents • Late bids will not be considered • All queries must be forwarded to annah@raf.co.za • Enquiries and clarification of technical issues will close not later than 27 January 2012 @ 11H00. Important note: • Please ensure that the attendance register has been signed • Name of company • Contact details

13. Purpose of the RFP The objective of this RFP is to source a support partner to cover all modules indicated in the tender and to provide an effective call resolution and management processes in place which should include: • The support partner is obliged to present service level policies and procedures and being able to measure itself against the delivery. • The support partner must be able to track calls, escalate important calls, communicate effectively with the RAF on progress and demonstrate how calls will be managed effectively to ensure effective call delivery. • The support partner must be able to demonstrate the ability of the internal skills compliment to effectively support the scope of work. • The support partner must demonstrate a process driven environment which is auditable and cover the risk to the partner and RAF effectively. • The support partner must also demonstrate how calls are distinguished and cost is measured on every call to enable RAF to manage costs effectively. • The support partner must support knowledge transfer and internal skills building to grow internal capability of RAF work force.

14. Purpose of RFP (continue) As part of the service expectation the following key elements will be required to be addressed: • Service level agreement • Priority 1 calls – resolution turnaround 4 hours • Priority 2 calls – resolution turnaround 16 hours • Priority 3 calls – resolution turnaround 24 hours • Service working hours – from 8h00 to 17h00 daily where all priority one calls need to be completed within the same day incorporating calls logged up to 2 hours before close of business. • On-site support model for time spend on site for the critical functional areas named: • Basis (Onsite required) • FI/CO/Treasury (Onsite Support when needed) • MM (Onsite Support when needed) • BW (Onsite Support when needed) • XI (Onsite Support when needed) • HR (Onsite Support when needed) • Payroll (Onsite Support when needed) UNDERSTANDING OF THE RAF SERVICE EXPECTATION

15. Purpose of RFP (continue) SKILLS TRANSFER REQUIREMENT • RAF requires the support partner to participate actively in skilling up RAF staff to provide basic SAP support in an effective manner. Over the period of 3 years knowledge transfer of critical SAP roles must take place by assisting in the skilling of internal staff to perform SAP support and configuration on a full time base. The critical roles will involve Basis, Security (authorizations) ,FI/CO, Treasury, HR, MM, BW and XI. These critical roles can be broadened as required by the RAF and will be agreed with the support party. CONDUCT OF THE WORK • All work to be conducted in accordance with the code of ethics • No service disruptions “downtime” is to be avoided during business hours • Escalation procedures must be defined and adhered to • Appropriate knowledge transfer must happen in applicable instances to enable the RAF to be self sustainable • Formal training and coaching of RAF employees needs to be embarked on to grow the RAF capability to runs the SAP systems as required

16. Purpose of RFP (continue) EXPECTED OUTCOMES AND DELIVERABLES • Effective remote support • Effective on site support on request • Effective management of account • Sufficient reporting and tracking of calls with measurement of SLA agreement • Effective enablement of RAF staff to enhance internal knowledge and capability • Well documented procedures of processes. COMPETENCY AND EXPERTISE REQUIREMENTS • Certified SAP skills to cover the scope of work • Competent management skills to manage support agreement • Remote and on-site support ability • Call logging system to enable call tracking and call reporting

17. Purpose of RFP (continue) RAF needs support in ALL SAP Functions / Modules in the SAP Environment which also includes the following SAP areas: • SAP Basis • SAP Security + GRC • SAP Finance / Controlling • SAP Material Management • SAP Plant Management • SAP XI / PI • SAP Portals • SAP BW • SAP Performance Management • SAP BW / BOBJ • SAP SRM • SAP HR • SOLMAN Note: SAP Basis is done on a continuous support agreement ( onsite ) and the rest of the SAP Areas are done based on “bucket” of hours.

18. Purpose of RFP (continue) • RAF needs to procure SAP Support for the next 3 years which includes above SAP Areas. The contract will be reviewed annually on the basis of performance. • Functional Support (which includes FI, MM, HR, PM, Payroll, Performance Management, etc.) Will include: • Configuration • End-User Training • Documentation • Troubleshooting • Support , etc. Technical Support (which includes SAP Basis , ABAP, Portals & SAP PI) will include: • Development • Configuration • System Health Checks & troubleshooting • Technical Maintenance (Patches, Kernels, Transports, etc) • Installations • Upgrades • Documentation • Backups & Recovery

19. Purpose of RFP (continue) LANDSCAPE AND USER BASE • The RAF is in the business of compensating motor vehicle accident victims. It operates as an insurer making payments to claimants and vendors with supporting back office and Human Resources functionality. • We have a license base of 600 active SAP users and 2000 employee users. • The version we are running on is ECC6 with several processing partitions as explained on the attached landscape visual below. We are running interfaces to the old Claims system which is Informix based via XI and also with the new Claims system, FINEOS which is Oracle based also via XI. There is also an automated process interfacing with our banking partner Standard Bank via XI.

20. Thank you Questions and Answers