Annex I to RFP No PCD/08/027 Response Requirements
Annex I
To Request for Proposals N° PCD/08/027
Terms of Reference
for the
“CD/DVD Print Shop” Infrastructure Project
Table of Contents
PAGE
1 INTRODUCTION 3
1.1 The World Intellectual Property Organization 3
1.2 Purpose of the RFP 3
1.3 Project Timeline 3
1.4 WIPO Requirements 4
1.4.1 Hardware and Software 4
1.4.2 Consumables Volume Purchase Agreement (VPA) 4
1.4.3 Maintenance and Support Contract 5
1.4.4 Technical Support Services 5
1.4.5 Current System Buy-Back Program 5
2 CURRENT SYSTEM ENVIRONMENT 6
2.1 CD/DVD Print Shop environment 6
2.1.1 Operational 6
2.1.2 Hardware 7
2.1.3 Software 7
3 NEW SYSTEM REQUIREMENTS 8
3.1.1 Global 8
3.1.2 Technical 8
4 THE MAINTENANCE AND SUPPORT CONTRACT REQUIREMENTS 10
4.1 Business Continuity 11
4.2 Contractual Requirements 11
4.3 Definition of Reaction Time 11
4.4 Definition of On-Site Intervention Time 11
4.5 Definition of Repair Time 11
4.6 Definition of Telephone Support 12
4.7 Definition of Software Updates 12
4.8 Preventive Maintenance 13
4.9 OnSite Spare Parts 13
1 INTRODUCTION
1.1 The World Intellectual Property Organization
The World Intellectual Property Organization (WIPO) is an intergovernmental organization with Headquarters in Geneva, Switzerland. It is one of the 16 Specialized Agencies of the United Nations System. WIPO is responsible for the promotion of the protection of intellectual property throughout the world.
1.2 Purpose of the RFP
The purpose of this Request for Proposal is to select a supplier that will provide WIPO with Hardware/Software and Services for the “CD/DVD Print Shop Infrastructure Project”.
The goal of this project is to replace the current robot infrastructure by a new one that will allow WIPO to better respond to the increasing burning demand for CD/DVD media and to achieve rapid response to requests coming from the business sectors and non-business programs/divisions/sections.
WIPO intends to replace its existing burning system, which is composed of four robots from LSK. WIPO would expect the bidder to participate in the technical implementation of this project in collaboration with WIPO’s internal technical resources, by offering technical support for the proposed infrastructure.
The current RFP targets the purchasing or leasing, possible future expansion and maintenance of the new robots and related software, as well as the necessary support services for the whole system (hardware and software).
The environment of the “CD/DVD Print Shop” is isolated from any other environment. It has its own life cycle and process and does not depend on any other infrastructure. The only connection to the enterprise global infrastructure is the network from where it receives the files to be burned on CD or DVD media.
Based on the initial evaluation of the proposals, and taking into account the responses provided by the bidders, WIPO may decide to establish a short-list of companies that may be asked to participate in a subsequent on-site robot testing process.
1.3 Project Timeline
The schedule given in the current sub-chapter is based on estimates as per WIPO planning. This schedule could change slightly due to different factors related to administrative processes such as ordering and delivery for example.
The estimated target dates for the start of the project are as follows:
1. / RFP Award / August 15, 2008
2. / Hardware Delivery / September 1, 2008
3. / Start of the “CD/DVD Print Shop Infrastructure Project” / September 15, 2008
4. / End of "CD/DVD Print Shop Infrastructure Project" / October 17, 2008
/* NOTE: The dates of the RFP Issue and the deadline for receiving the Bidder Submissions are defined in the RFP Letter of Invitation.
1.4 WIPO Requirements
1.4.1 Hardware and Software
The "CD/DVD Print Shop Infrastructure Project" intends to replace and expand the existing system. The goal is to implement a modern system embedding the whole features required to burn and print CD/DVD media. The user activity should be performed in an efficient way allowing for the burning and printing jobs to be executed by as few steps as possible whenever the user needs to interact with the robot. However, this interaction is not always required as many of the jobs launched to burn CD/DVD media are done by a scripting mechanism.
License fees for the products delivered within the proposed solution should be charged on a one-time basis, independently of the amount of media burned or printed by the system.
WIPO seeks to acquire (lease or buy) at least twelve burners distributed ideally over three robots, each robot having its own printer.
For the purpose of a proper sizing of the robot infrastructure, the bidders’ attention is drawn to the fact that WIPO users are confronted with peak situations where extra capacity is needed to be able to cope with the production demand. Another factor to consider is the fact that the business continuity may be disrupted below a minimum of 8 DVD burners available and fully operational.
1.4.2 Volume Purchase Agreement (VPA) for Consumables
To ensure the best performance of the proposed infrastructure, as well as to maintain a high level of quality of the media produced, WIPO is interested in putting in place a Volume Purchase Agreement (VPA) for all the required consumables.
The consumables WIPO is interested in for this VPA are:
o The ink for the ink-jet printers (if the proposed robot is equipped with this type of printer)
o The cartridges for thermal printers (if the proposed robot is equipped with this type of printer)
o CD and DVD and double layer DVD
1.4.3 Maintenance and Support Contract
In regards to the maintenance and support contract that is delivered with the new equipment, bidders should provide detailed proposals for: (1) the warranty period and conditions (for the purchase option); and (2) a three year support and maintenance contract (for both the purchase and lease option).
o WIPO requirements on service levels and conditions of the maintenance and support contract are detailed later in the current RFP document, under Article 4, page 10 of this document.
1.4.4 Technical Support Services
As part of the RFP, WIPO is also asking bidders for proposals regarding technical support services to be provided during the implementation phase.
In regards to the complexity of the proposed system, this period will vary. Nevertheless, the system proposed should integrate smoothly with the current configuration (scripting mechanism to launch burning and printing jobs) that is in production for more than 6 years. Given the investment to deploy the current system, the proposal offering the most efficient integration with the current process shall be considered an advantage.
1.4.5 Current System Buy-Back Program
WIPO is asking the bidders to propose a buy back program for the current systems.
The proposed buy back offer should be based exclusively on the information given in the current RFP document. No additional information will be given for such purposes.
Hardware to be considered for the buy-back offer:
Item / Description / Included Components1. / DiskJet4 SCSI Robot (one item) / 3 Burners à Pioneer DVD-111D
1 Printer à Primera Signature4
2. / DiskJet4 FireWire Robot (one item) / 3 Burners à Pioneer DVD-111D
1 Printer à ODP200
3. / DiskJet7 FireWire Robot (one item) / 3 Burners à Pioneer DVD-111D
1 Printer à ODP200
4. / Spare Parts / 3 Printers à Primera Signature4
2 CURRENT SYSTEM ENVIRONMENT
This chapter is limited to describing the current infrastructure and software environment. The information detailed herein does not constitute the whole WIPO IT environment but is a complete description of the CD/DVD Print Shop environment allowing the bidders to better understand the implications of the current RFP.
The hardware infrastructure is located in one closed office. Three operators are fully dedicated to the production system.
2.1 CD/DVD Print Shop environment
The current systems are dedicated to the production of CD and DVD for any business sector and non-business programs/divisions/sections of WIPO. The demand for burning CDs and DVDs is growing rapidly and the current systems are not reliable and flexible enough to respond to business needs within a short time frame. Indeed, the complexity of the current system and the difficulty to manually produce or burn a media are becoming critical.
2.1.1 Operational
The following list gives an idea about the organization of the environment:
o Robots working hours are from 0.00 to 24.00
o Office working hours are from 8.00 to 18.00
o The latest time to launch an automated task during a working day is 18.00
o The production capacity in 2007 was about 3000 burning media per month.
o The peak production capacity in 2007 was 5000 burning media per month.
o The data to be processed is downloaded to the server in a specific format. This specific file is then analyzed (In-House developed software) and processed in order to create batch files to be handled by each of the clients. Once the client receives its own batch, it processes it in order to create an ISO image and a PRN file for the media to be burned and printed with the directly connected robot.
o The burning process is based on ISO 9660 and UDF ISO 13346 formats.
o The only format used within this environment will soon be DVD-DL (double layer).
2.1.2 Hardware
The current environment is composed of:
o One server (HP Workstation) and four clients (HP Workstation). Each client is connected (FireWire) to one Robot. Currently, the production environment is a client/server architecture.
o The server (disksrv) is installed with WINDOWS 2003 Server and runs on an HP X4000 workstation with 1GB of RAM and 1 IDE disk of 360GB and a RAID0 SCSI dual disk of 36GB. The printer configured within this robot is an ODP200 (ink-jet).
o The first client (diskcl1) is installed with WINDOWS XP SP2 (same workstation as for the server with additional FW400 cards to connect to the robot) and one LSK DiskJet4 Robot (3 CD/DVD burners – Pioneer 111D). The printer configured within this robot is an ODP200 (ink-jet).
o The second client (diskcl2) is installed with WINDOWS XP SP2 (same workstation as for the server with additional SCSI cards to connect to the robot) and one LSK DiskJet4 Robot (3 CD/DVD burners – Pioneer 111D). The printer configured within this robot is an ODP200 (ink-jet).
o The third client (diskcl3) is installed with WINDOWS XP SP2 (same workstation as for the server with additional FW400 cards to connect to the robot) and one LSK DiskJet7 Robot (6 CD/DVD burners – Pioneer 111D). The printer configured within this robot is an ODP200 (ink-jet).
o The fourth client (diskcl4) is installed with WINDOWS XP SP2 (same workstation as for the server with additional FW400 cards to connect to the robot) and one LSK Gamma4 Robot (4 CD/DVD burners - Pioneer 111D). The printer configured within this robot is an ODP200 (ink-jet).
2.1.3 Software
The current environment is not fully integrated and the global solution is composed of several pieces of software that have been setup to work together. The following lists the main topics in regards to this patchwork environment:
o The environment is composed of In-House developed software (DISTRIBUTION, BURNING) as well as market software:
à LABELVIEW
à BARTENDER
à POINT PUBLISHER
o In-House developed software is based on JAVA environment and is responsible for the management and the dispatching of burning jobs.
o The In-House developed software (running on the server: DISTRIBUTION) creates batch jobs according to WIPO business models and distributes them to the robots.
o The dispatching of the jobs from the server to the clients is done according to some predefined rules.
o Once the information is received from the server, the software residing on the client (BURNING) is going to create a specific batch with the right parameters for the applications to be able to understand the command and to create an ISO image and burn the image (POINT PUBLISHER) and print (BARTENDER) exactly what is required.
3 NEW SYSTEM REQUIREMENTS
The new storage system should provide flexibility, greater manageability, better performance and lower operational costs to solve the identified weaknesses of the existing system.
o Important notice: the proposed system must be able to achieve all the actions performed by the current system.
3.1.1 Global
The following list gives information about the global required features for the new system:
o Robots working hours are from 0.00 to 24.00
o The proposed system is intended to produce most of the CD/DVD during night time therefore the proposed robot should be integrated with a high level of failure management. Whatever the proposed solution, the production environment needs to be homogeneous.
o The robot is required to demonstrate good performance (not only for the load/unload CD/DVD process but also for the high quality printing), reliability (the MTBF is required for the proposed robot hardware) and usability (changing a printer cartridge has to be an easy process and has to be achieved by pausing a job but not stopping it).
o The software of the proposed robot model must have a SDK suite in order for the scripts (list of commands describing the activities for the robot) developed in-house to be re-used. This is a mandatory requirement as the whole production environment architecture is currently based on this software for robot operations.
o Having a highly integrated software solution will be advantageous. Indeed, WIPO is looking for a consolidation of the software suite currently in use (Gear, PointPublisher, BarTender).
o WIPO will give a preference for the solution that shows both a high level of integration of the software suite provided with the robot environment and offers the operators easy integration and use.
o The bidder shall include as part of the solution (if it is not a built-in function) a DVD standard image generation utility to enable the archiving of DVD images for possible re-use.
3.1.2 Technical
The following list gives information about the required technical features for the new system:
o The production environment must be able to burn 5000 media per month.
o The environment must be composed of minimum three robots and maximum four robots for WIPO technical and organizational reasons.