Tender Briefing TERM CONTRACT FOR THE SUPPLY DELIVERY

Tender Briefing TERM CONTRACT FOR THE SUPPLY, DELIVERY, INSTALLATION AND COMMISSIONING OF STUDENT SELF-HELP PRINTING AND PHOTOCOPYING FOR THE SINGAPORE MANAGEMENT UNIVERSITY Tender No: SMU/OT/IITS/010/2016

Scope of Tender Locations: Services: 1. Li Ka Shing Library Level 2 • 1 x A 4 B&W Photocopier per location. 2. Li Ka Shing Library Level 3 3. Li Ka Shing Library Level 4 4. Lee Kong Chian School Business Level 2 5. School of Information Level 2 • 2 x A 4 B&W printer per location. • 1 x Release Station per location. • 1 x print queue monitor 6. School of Economics and Social Sciences Level 2 7. School of Accountancy Level 2 • 1 x A 4 Coloured printer in the campus. 8. School of Accountancy Basement 1 (1 x Printer Only) • 1 x A 3 B&W and Coloured printer in the campus. 9. SMU Labs Level 3 10. School of Law Level 2 11. Kwa Geok Choo Law Library level 3 (1 x Photocopier Only) 12. Kwa Geok Choo Law Library Level 4

Campus Map 6 Locations: 1. Li Ka Shing Library Level 2 5 2. Li Ka Shing Library Level 3 3. Li Ka Shing Library Level 4 4. Lee Kong Chian School Business Level 2 1 5. School of Information Level 2 2 3 6. School of Economics and Social Sciences Level 2 7. School of Accountancy Level 2 7 8. School of Accountancy Basement 1 (1 x Printer 8 Only) 9. SMU Labs Level 3 10. School of Law Level 2 11. Kwa Geok Choo Law Library level 3 (1 x Photocopier Only) 12. Kwa Geok Choo Law Library Level 4 10 12 4 11 9

Printing and Photocopying Volume Printing Li Ka Shing Library Level 2 Li Ka Shing Library Level 3 (coloured) Li Ka Shing Library Level 4 School Business Level 2 School of Information Level 2 School of Economics and Social Sciences Level 2 School of Accountancy Basement 1 SMU Labs Level 3 Total 2014 716, 859 1, 229, 345 43, 081 1, 196, 248 787, 814 422, 617 2015 724, 104 752, 902 45, 416 952, 292 562, 948 207, 830 2016 990, 892 813, 620 76, 781 1, 049, 919 736, 092 247, 560 830, 817 550, 970 732, 252 506, 816 175, 742 5, 909, 339 400, 412 92, 383 266, 099 4, 555, 356 508, 953 92, 524 286, 571 5, 535, 164 Photocopying Li Ka Shing Library Level 2 Li Ka Shing Library Level 3 Li Ka Shing Library Level 4 Lee Kong Chian School Business Level 2 School of Information Level 2 School of Economics and Social Sciences Level 2 School of Accountancy Level 2 SMU Labs Level 3 Total 2014 76, 232 318, 567 234, 023 83, 100 28, 123 2015 102, 945 139, 952 114, 826 72, 484 19, 811 2016 67, 868 170, 022 110, 270 71, 266 21, 700 1, 550 64, 842 51, 474 67, 618 809, 213 68, 966 18, 042 601, 868 38, 147 16, 101 546, 848

Background Information – Current Printing Workflow Step 1 : Any student can send their print jobs from their Personal Notebook, or from the Thumb Drive Stations that are located on each of the printing rooms. Step 2 : Login to the Release Station at the printing rooms. And verify that the file is has been uploaded properly. Step 3 : If the file is not on the list, check the Print Queue Monitor and confirm the file has finished uploading (spooling). Step 4 : Once upload has finished, check back at the Release Station and verify that the file is ready for printing. Proceed to pay and print the file. When prompted to select a printer, choose the printer with the shorter queue or least number of files to print, by checking on the Print Queue Monitor. Step 5 : Collect the print outs on your printer

Section A : Printing and Photocopying System • File submission method must be able to support, driverless printing, thumb drive stations, and from Users’ device. • Any release station should be able to release the file submitted across the campus. • Print queue monitor should show the status of the print jobs. • Photocopier and Printing must be paid through EZ Link. • File release application must be intuitive for unassisted users i. e. good user interface. • Notification for printing status (uploading, spooling printing success, fail to upload, etc. ) is an added advantage.

Section B : Printer and other Devices’ Specification Printer Photocopier • Laser Printing • Document Feeder • Must be able to support at least 1500 pages capacity per device. • 1200 x 1200 dpi • Can print 50 pages per minute • 1200 x 1200 dpi • Must be capable of double-sided printing • Must be able to copy and print 40 pages per minute at minimum.

Section C : Usage and user Experience • Must be able to propose for the 3 file submission methods. • Method 1 should be able to support the popular browsers such as Internet Explorer, Mozilla Firefox, Microsoft Edge, Firefox, Google Chrome and Safari. note : In case a new browser became popular, it must also be supported. • User identification must be through the students’ user ID. • Primary payment must be EZ Link. NETS can be optional. • User installation/uninstallation (or any procedures) for system usage must be scripted/automated. • FAQ and how-to guides must be provided and kept updated from time to time.

Section D : Reports and Notification • Weekly reports (Every Monday) 1. the total number of print jobs submitted; 2. total number of successful print jobs printed; 3. total number of unique users that has used the printing system; 4. Total number of Pages printed; 5. and the summary of Cases submitted and its resolution. • Monthly reports (Every First day of the month) 1. Summary of weekly reports • Transaction Log (Every Monday) 1. name or user ID, 2. date and time of submission and date and time the transaction has finished, 3. complete name of the document, 4. number of pages, 5. paper orientation, 6. printer name, 7. location, 8. submission type, 9. paper size, 10. coloured or black & white, and 11. status of the submission i. e. cancelled, successful etc.

Section D : Reports and Notification • It is highly encouraged to have a notification system to monitor system events such as 1. printing load, 2. status of the printing job (cancelled, printing, errors), 3. printer supplies status for paper and toner, 4. application errors and alike. DASHBOARD EMAIL TEXT

Section E : Service Availability and Support • System uptime 24/7 (24 hours by 7 days) • SLA of 99. 4 % average for all locations. • Onsite support engineer ü 8 AM to 10 PM Mondays to Fridays. ü 10 AM to 3 PM Saturday. ü Initial response with in the 1 hour and case resolution with in the day. ü Professional appearance and outfit. Preferably wearing casual to smart casual; with name tags, badges or any identifiable equivalent to let users know that they are the official support engineers for student-printing services. • LD : Failure of 3 consecutive months = 1 day (accumulated time) of 20% discount.

Section F : Maintenance and Repair • System wide changes if downtime is needed must be carried out during non-peak hours. • Any devices that becomes faulty (no time to announce) a notice must be placed on the printing room and the device it self. • A preventive maintenance must strategy is a must. • Contractors must also have a repair and recovery strategy in case of a system failure.

Section G : Migration and Transition Planning • Time table / Project Plan from testing stage to operation. q Logistics on moving in new devices. q More engineers during student migration? q Flyers? q Information booth?

Section H : Schedule • 27 Feb 2017 – Tender Closing • 03 Mar 2017 – Shortlisted Tenderers will be notified via email • 06 – 15 Mar 2017 – Proposal Presentation of the Tenderers • 03 – 21 April 2017 – Proof of Concept • 15 May 2017 – Award of Tender • 17 May 2017 – Start of initial setup and other preparation. • 1 July 2017 – Fully functioning printing system. • July to Aug – Student migration

Section I : Network and System Security Compliance Activities • System Vulnerability Scanning • Application and Source code Scanning • Adherence to best practices and Security recommendation (Based on industry and SMU standards) • Actual Penetration testing

Tender Submission • To be submitted by hand at the address below on or before 10 AM, 27 Feb 2017 The Reception Singapore Management University SMU Administration Building 81 Victoria Street, Singapore 188065 Tel: (65) 6828 0100 • Forms to be submitted are: q Form of Tender q Appendix B – Banker’s Guarantee q Appendix C – Proposal Form Parts 1 to 7 ü Part 1 – Particulars of Tenderer ü Part 2 – Compliance table ü Part 3 – 7 – Details of the proposal

Criteria • Compliance to the technical specification and service requirements specified in part 5 of this tender. • Long-term commitment on meeting University’s business objectives, and service levels and requirements. • Proven track record in providing excellent service oriented personnel. • Cost effectiveness of the proposal. • Ease of use and maintenance. • Future provisioning and system recovery planning. • Migration planning. • Clear and easy to understand/use printing system. • Adaptability to the Current IT Infrastructure/Environment. • System and Data Recovery Evaluation Committee: • Representatives from SMU Students • SMU IITS Staff

Questions about this Tender? Ø Ron BULAON – rbulaon@smu. edu. sg Ø Alex GOH – ccgoh@smu. edu. sg Please send your questions and inquiries on or before 12 PM, 21 Feb 2017. Please give us at least one day to respond.

Thank you!