Central Bank of Lesotho

Request for Proposal

CONSULTANCY ON IT GOVENANCE
AND SERVICE MANAGEMENT
STRATEGIC PLANNING
Request for Proposal No: CBL/fnc/TC/8/C/TC/0003

Issue date:
Friday, 9th August 2013

Submission Location:
Tender Box Reception area
Central Bank of Lesotho
Cnr. Moshoeshoe & Airport Roads
Maseru, Lesotho

Contact person:
Name: Nkuebe Molapo
Title: Interim Secretary, Tender Committee
Phone (+266) 22232007
Fax number: (+266) 22310051/22310679
Email: nmolapo@[Link]
Table of Contents

1 EXECUTIVE SUMMARY ...................................................................................... 1

2 ADMINISTRATIVE REQUIREMENTS SECTION............................................ 2

2.1 REQUEST FOR PROPOSAL INFORMATION ............................................................ 2
2.1.1 Terminology for this RFP .......................................................................................................................................2
2.2 REQUEST FOR PROPOSAL PROCESS .................................................................... 5
2.2.1 Clarification ........................................................................................................................................................................... 5
2.2.2 Eligibility ................................................................................................................................................................................... 5
2.2.3 Evaluation and Selection........................................................................................................................................... 5
2.3 PROPOSAL PREPARATION ................................................................................... 6
2.3.1 Proposal Format............................................................................................................................................................... 6
2.3.2 Costs of Responding ............................................................................................................................................................... 10
2.3.3 Proposal Validity & Firm Pricing ............................................................................................................................ 11
2.3.4 Currency and Taxes ................................................................................................................................................................ 11
2.3.5 Compliance to Tax Obligations .................................................................................................................................. 11
2.4 ADDITIONAL INFORMATION ............................................................................. 11
2.4.1 Modification of Terms............................................................................................................................................... 11
2.4.2 Ownership of Proposals........................................................................................................................................... 11
2.4.3 Confidentiality of Information ......................................................................................................................... 11
2.4.4 Project Budget................................................................................................................................................................... 12
2.4.5 Technical Facilities ..................................................................................................................................................... 12
2.4.6 Project Management .................................................................................................................................................. 12
2.4.7 Assumptions .........................................................................................................................................................................13
3 BUSINESS REQUIREMENTS SECTION .......................................................... 14
3.1 REQUIREMENTS AND PROJECT SCOPE .............................................................. 14
3.1.1 Background ........................................................................................................................................................................ 14
3.1.2 Project Objectives....................................................................................................................................................... 16
3.1.3 Project S cope ................................................................................................................................................................... 16
Scope
3.1.4 Deliverables........................................................................................................................................................................ 18
3.1.5 Consultancy Requirements............................................................................................................................. 19
3.2 EVALUATION CRITERIA ................................................................................... 20
3.2.1 Mandatory Criteria .................................................................................................................................................20
3.2.2 Desirable Criteria...................................................................................................................................................... 21
APPENDIX A EVALUATION CRITERIA MODEL .................................................... 22

APPENDIX B PROJECT TEAM SKILLS MATRIX...................................................... 23

1 Executive Summary

IT Governance or IT Service Management is a management way of directing,

measuring and evaluating the use of IT resources within an organization to

support the strategic goals of such an organization. It ensures that effective

and efficient use of IT is reached in order to enable organizations to

achieve their goals.

With the increasing business dependence on the quality and reliability of IT

services, IT service provision enterprises across the globe need an effective

IT Governance and Service Management Strategy and design that can

address your new or changing business requirements and support the

corporate’s long-term business goals. Similarly, the ICT Department of the

Central Bank of Lesotho is facing the same challenges and requires

professional services in the area of IT Governance and Service Management

to help the Bank to derive its strategic plan towards IT Service Management

improvement.

The full requirements of this project are detailed throughout the sections of

this RFP. Section 2 provides administrative information for prospective

proponents while section 3 addresses the work to be done and the

approach. In order to ensure completeness and consistency of responses,

proponents are to prepare their proposal in accordance with the format

provided in section 2.3 (Proposal preparation).

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2 Administrative Requirements Section

The following terms will apply to this Request for Proposal (RFP) and to any

subsequent Contract. Submission of a proposal in response to this RFP

indicates acceptance of all the following terms.

2.1 Request for Proposal

Proposal Information

2.1.1 Terminology for this RFP

Throughout this RFP, the terminology is used as follows:

a) “Bank” means the Central Bank of Lesotho;

b) “Contract” means the written agreement resulting from this RFP

executed by the Bank and the Contractor;

c) “Contractor”
“Contractor” means the successful Proponent to this RFP who

enters into a written Contract with the Bank;

d) “Executive Committee” means the high-level management

committee of the Bank composed of the Governors and

Departmental Heads.

e) “Information & Communications Technology

Technology (ICT) Department”

means a department of the Central Bank of Lesotho, that is

responsible for supporting the Bank’s strategic direction through

provision and maintenance of information and communications

technology based solutions.

f) “Must”,
“Must”, or “Man
andatory
andatory”
datory means a requirement that failure to

meet shall result in disqualification;

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g) “Proponent” means an individual or body corporate that submits,

or intends to submit, a proposal in response to this RFP;

h) “Should”
Should” or “Desirable”
“Desirable” means a requirement having a significant

degree of importance to the objectives of the RFP.

i) “Tender Committee” means the Central Bank of Lesotho Tender

Committee established by the Governor to issue, receive, assess

tenders and recommend selection of successful proponents for

the procurement of goods and services.

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 Delivery of Proposal

An original and one copy suitable for redistribution should be

deposited in the Tender Box at the Reception area of the Bank.

Facsimile or E-
E-mail copies are not acceptable.
acceptable All envelopes should

be sealed, showing no identification of proponent and clearly marked:

Tender for Professional Services on IT Governance & Service

Management Strategic Planning

Ref: CBL/fnc/TC/8/C/TC/003

2.1.2 Project
Project Time-
Time-Frames

Closing Date and Time: All proposals must be delivered by: no later
than 1430hrs on Friday, 30th August 2013

2.1.3 Contact Persons

Persons

Technical enquiries relating to the business requirement should be

directed, in writing, to;

Name: Mrs. Nkeletso Sephoso

Title: IT Governance & Programmes Management Specialist

Tel: (266) 22232234

Fax: (266) 22310051/22310679

E-mail: nsephoso@[Link]

Administrative inquiries arising from this RFP should be directed, in

writing, to;

Name: Mr. Nkuebe Molapo

Title: Interim Secretary, Tender Committee

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 Tel: (266) 22232091

Fax: (266) 22310051/22310679

E-mail: nmolapo@[Link]

2.1.4 Refer
Reference Material

Any required reference material will be provided upon request, if

available.

2.2 Request for Proposal Process

2.2.1 Clarification

Any queries relating to this RFP must be addressed in writing to the

relevant person designated in 2.1.4 above. Responses will be sent to

the enquirer.

2.2.2 Eligibility

Proposals will not be evaluated if the Proponent’s current or past

corporate or other interests may, in the Bank’s opinion, give rise to a

conflict of interest in connection with this project. Only proposals that

comply with all the requirements of this RFP will be considered.

2.2.3 Evaluation and Selection

Only proposals delivered and received properly as specified in 2.1.2

above will be checked first against the Mandatory criteria. Any of

them not meeting all the Mandatory criteria will be rejected without

further consideration.

Those that do meet the Mandatory criteria will then be assessed and

scored against the desirable criteria. The Bank is not bound to accept

the lowest or any bid.

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2.3 Proposal Preparation

2.3.1 Proposal Format

Evaluation of proposals is made easier when proponents respond in a

similar manner. The following format and sequence should be

followed in order to provide consistency in proponent response and

ensure each proposal receives full consideration:

a) One page letter of introduction identifying the proponent and

signed by the person or persons authorised to sign on behalf of,

and bind the proponent to, statements made in the proposal.

b) Title Page, showing RFP number, proponent’s name and address,

proponent’s telephone number, and a contact person.

c) Table of contents including page numbers.

d) A short summary of one or two pages stating the key features of

the proposal.

e) The body of the proposal to include the following elements:

APPROACH
• Should describe in detail how the project will be conducted;

• Must provide a brief description of key activities, their projected

start and completion dates and project milestones;

• Must clearly indicate how the Banks deliverables will be

produced;

• Must identify how the proponent intends to perform internal

quality assurance on project deliverables; how changes will be

managed and how issues will be resolved.

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 DELIVERABLES
• Must clearly state the deliverables produced e.g. project

documentation (Paper and electronic format with their number of

copies), status reports, minutes of meetings, hardware &

software, etc.

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 PACKAGE FEATURES

• Should provide in detail the functionality provided by the

proposed product, the technical environment required as well as

other general features of the product such as customizability,

security, reliability, interoperability, portability, scalability, ease of

use, operational platform independence, usage concurrency,

number of users, etc.

PROPONENT EXPERIENCE

• Should provide a brief summary of suitability of the proponent

which outlines specifically the vendor’s track record and

experience relevant to this project;

• Where activities were performed as a subcontract or a joint

venture, this should be clearly indicated, stating extent of

involvement as well as the subcontractor’s track record and

experience relevant to this project;

PRODUCT GUARANTEES

• Should provide a brief description of any guarantees/warrantees

available on the supplied product(s).

REFERENCES

• Proposals should be accompanied by a minimum of two relevant

project references preferably from previous implementation sites.

A list of previous implementation sites and/or any known

package sites with the sites’ contact details should also be

availed so that they can be contacted during the proponent

selection for this RFP;

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 PROJECT COSTS

• Should provide all costs associated to the project including

product costs, implementation costs,

support/maintenance/consultancy fees, training and any other

related costs.

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 PAYMENT SCHEDULE

• Should provide a schedule indicating the project stages at which

payments will be made.

• The payments on the schedule should be linked to the

deliverables

TRAINING PROVISION

• Should provide the information pertaining to the provision of

training including duration, types of training, minimum number of

participants, training resources and their types, etc.

MAINTENANCE & SUPPORT PROVISION

• Should provide a proposal for the service level agreement

pertaining to the provision of maintenance. This proposal

should include the information such as guaranteed response

times, guaranteed maximum repair times, procedures for

reporting problems, support mechanisms to be used, etc.

f) Any additional information, brochures, etc. should take the form of

appendices.

2.3.2 Costs of Responding

Proponents are solely responsible for their own costs in preparing the

proposal and for subsequent negotiations with the Bank, if any. If the

Bank elects to reject a proposal, the Bank will not be liable to any

Proponent for any claims in preparing the proposal whatsoever.

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 2.3.3 Proposal Validity & Firm Pricing

Proposals should be valid for at least 60 days after the closing date

and prices are to be fixed for the entire contract period.

2.3.4 Currency and Taxes

Prices quoted are to be:

a) in Maloti (1 LSL = 1 ZAR);
b) inclusive of 14% Value Added Tax
c) in accordance to applicable Lesotho laws

2.3.5 Compliance to Tax Obligations

Certified copies of Lesotho Revenue Authority (LRA) Tax Clearance

certificates or other relevant authority certificates must be submitted

together with the bid.

2.4 Additional Information

2.4.1 Modification of Terms

The Bank reserves the right to modify the terms of this RFP at any

time in its sole discretion. This includes the right to cancel this RFP at

any time prior to entering into a Contract with the successful

Proponent.

2.4.2 Ownership of Proposals

All proposals, including supporting documents, submitted to the Bank

become the property of the Bank.

2.4.3 Confidentiality of Information

All proposals submitted by proponents shall be held in strict

confidence and will not be revealed to any other party.

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All Information pertaining to the Bank obtained by the Proponent as a

result of participation in this project is confidential and must not be

disclosed without written authorisation from the Bank.

2.4.4 Project Budget

The Bank has only limited funds for carrying out the project; hence

price will be among the key deciding factors for consideration in the

evaluation of proposals.

2.4.5 Technical Facilities

Facilities

The Bank will provide working space and access to its network

environment. However the Bank may not provide other technical

facilities, hence proponents should provide own requisite facilities.

2.4.6 Project Management

The Bank expects proven industry project management techniques to

be used in conducting the project.

It is the proponent’s responsibility to assume responsibility for the

smooth execution of the project. The tasks should include but not be

limited to;

• Preparation of the project activity plan including a

communication plan.
• Execution of the project activities in accordance to the project
plan.
• Undertake periodic reporting on progress on the project
• Creation and maintenance of issues and change logs.
• Quality assurance of all project deliverables

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2.4.7 Assumptions

It is assumed that

• Both paper and electronic copies of the deliverables will be

submitted to the Bank and retained by the same as required.

• The Bank will ensure that required information is provided, if

available, upon request by the proponent and will execute its

obligations to the project in a timely manner.

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3 Business Requirements Section

3.1 Requirements and Project Scope

3.1.1 Background

The ICT department of the Bank is charged with the overall

responsibility for supporting the Bank’s strategic direction through

provision and maintenance of information and communications

technology based solutions. To date, the department runs mainly on

its own ad-hoc custom processes for IT processes with no formal use

of IT process frameworks. However, due to the problems that have

been encountered with this mode of operation, the Bank desires to

move towards IT Governance and Service Management Frameworks with

the ultimate objective of improving its IT Services. Below are some of

the problems that have been identified by the ICT department of the

Central Bank of Lesotho in providing its IT Services to the Bank:

• Unavailability of IT services
o Services are not delivered timely
o We strive for zero downtime but it does not happen
o It still costs the bank a lot of money for IT services
• Meantime to repair is too long.
• Slow internet
• Technology standards are outdated and there is a need for
technology advancements.
• IT Services are not effectively utilized.
• Lack of support of CBL strategic Plan by ICT department.
• Non user friendly information systems
• License renewal is a hassle since there is no reminder of any

expiring licenses
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3.1.2 Project Objectives

The main objectives of this project are:

a) To identify actionable service quality improvements for IT Service

Management within the Bank

b) To secure improved user and customer satisfaction with IT

c) To achieve increased business productivity, efficiency and

effectiveness through better and more reliable IT services for the

business users

d) To attain better investments in IT resources and overall alignment

of IT services to the needs of the business

e) To ensure that IT processes used in support of the Bank are well

documented, properly communicated and governed as well as being

well integrated with other processes used by IT and the Bank at

large.

f) To lay a foundation for continuous process improvement for IT

Services Processes within the Bank.

3.1.3 Project Scope

In order for the Bank to gain the maximum benefit from the exercise,
the successful proponent will be expected to: -

a) Undertake assessment of the Bank’s ICT department’s process

improvement needs, carry them through the different Governance

and Service Management frameworks and help them decide on a

framework to adopt and use.

b) Conduct a Maturity assessment for CBL — the proponent is

expected to assess the Bank’s IT Services Processes, analyse them

against Best Practice Framework decided in a) above, provide

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 scoring of the Bank’s Processes against the Best Practices, and

potentially comparing the client to "typical" industry maturity.

c) Draw up a strategic plan for IT Governance and Service

Management Framework implementation for the Bank. This strategic

plan should be drawn in a form of a strategic target (which is for

three years in the future) and decomposing that into high-level

implementation phases with associated success criteria to move

toward the target. This will then help answer the question "What

next?" after the assessment is done.

d) Draw up the cost implications of implementing the IT Governance

and Service Management Framework of the Bank as suggested in

the implementation plan. The cost should include all the activities

shown in the plan for the three year period.

e) Draw up all the training needs in order to productively utilize the

framework within CBL and also include the possible training costs.

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3.1.4 Deliverables

The following deliverables will be expected from this exercise:

a) Assessment of the Bank’s IT process improvement needs with a

recommendation for a framework to adopt and use.

b) Assessment Report on the Maturity of CBL based on the

framework determined in a) above.

c) Report on process gaps and what should be done to move from

the current maturity to the desired level of maturity.

d) An IT Governance and Service Management Framework strategic

implementation plan. The plan determine short term and long

term goals of up to 3yrs implementation with clear sequencing

and scheduling based on priorities determined from the process

gaps.

e) Cost estimations of IT Governance and Service Management

Framework implementation at CBL for the coming three years

f) A report of the required training and its associated costs for all

staff to be involved in the implementation process.

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3.1.5 Consultancy Requirements

In carrying out the project, the selected consultancy will be expected

to perform the following activities;

[Link] Determination of Project Team

Based on the best practice, using the selected framework, the
consultant will be expected to specify the typical roles and
responsibilities required to carry out the entire project, thereby giving
the Bank an opportunity to allocate relevant resources to the project.

[Link] Determination of IT Governance and Service Management

Framework
The consultant will be expected to use any tools and techniques at
his/her disposal (i.e. workshops, interviews, questionnaires, etc.) to
ascertain the specific requirements for the Bank’s desire to move
towards IT Governance and Service Management Framework. Based
on the assessment made, the consultant will then be expected to
provide a report on the assessment with recommendations with clear
justifications on the framework to be used by the Bank from there on.
This report will then be reviewed and adopted by the ICT department,
after which it will serve as a basis for an agreement on the
framework to be used.

[Link] Assessment of CBL’s IT Process Capability

After determining the framework to use, the consultant will be
expected to perform an assessment of CBL’s IT Processes, compare
them against the framework chosen and then determine the current
maturity of the processes against typical industry maturity. The
purpose is to determine the process gaps between the current
maturity and the expected industry maturity and produce a report on
this assessment.

[Link] Determination of Roadmap and Implementation Strategy

After conducting the assessment on process maturity, the successful
proponent will also be required to determine a roadmap from the
current maturity level to the expected industry maturity and then
derive and provide a strategic roadmap for IT Governance and Service
Management for the Bank, with activities with clear sequencing, and
targets for a 3 year plan for the Bank.

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 [Link] Determination of Costs Implications
Using the improvement initiatives determined above, the consultant will
also be required to provide cost estimations for carrying out the
various improvement initiatives for implementing the process
improvements that are necessary.

[Link] Determination of Training Requirements

In addition to determining the process gaps, the consultant will also
be required to assess the training needs of key personnel required in
order to achieve the required process improvements and provide a
report on the training required and the associated costs for training
the staff to be involved in the implementation process.

3.2 Evaluation Criteria

The following criteria will form the basis upon which the evaluation of

the proposals will be made and scores assigned. Proposals not

meeting Mandatory requirements will receive no further consideration

during the evaluation process.

3.2.1 Mandatory Criteria

• A bound original and one copy (suitable for photocopying) of the

proposal must be received on time and be deposited in the tender

box.

• Proponents MUST submit all-inclusive fixed price proposal quote

with breakdown into fees and disbursements.

• Proponents MUST submit with their proposals, a completed team

skills matrix showing the proficiency levels of all the proposed

project resources

• Proposals MUST be accompanied by a minimum of two SEALED

references on the provision of similar training by different

companies.

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3.2.2 Desirable Criteria

(a) Consultancy Suitability

• The suitability of the consultancy towards meeting the Bank’s

requirements as outlined in section 3.1.5. The proponents are

highly encouraged to provide as much detail regarding the

services they would be providing.

(b) Suitability of Proponent

• Number of provided consultancy sites on similar projects

substantiated by client list of the company

• Relevant experience on similar consultancy conducted by the

company. The experience shown should be substantiated by

appropriate references of the company. A minimum of two

references from two different companies is required for this

purpose.

• Relevant experience on IT Governance & Service Management

Frameworks of assigned consultancy resources. This must be

substantiated by the completed Project Team Skills Matrix

provided in Appendix B below.

(c) Approach

• Suitability of proposed consultation approach in terms of

o The overall duration of the project and the overall approach

for deriving the required deliverables.

(d) Skills Transfer

• Identified room for skills transfer in conducting the exercise

• Provision of recipes for conducting similar exercises.

(e) Costs

• Total Consultation Costs

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Appendix A Evaluation Criteria Model

The evaluation criteria model outlined in Appendix A will be used to score proponent

proposals

MANDATORY CRITERIA 0%
1. A bound original and a redistributable copy of the proposed received on time and Yes/No
deposited in the tender box
2. An all)inclusive fixed price proposal quote with breakdown into fees and disbursements Yes/No
submitted
3. The consultation team sills matrix showing all proposed resource person and their Yes/No
proficiency levels provided
4. Two SEALED references of the proponent received with the proposal Yes/No
Failure to achieve a “Yes” rating for all the Mandatory criteria above will disqualify the proponent’s proposal
from further review.

DESIRABLECRITERIA 100%

A) Consultation Suitability 30%

5. Consultation Suitability

B) Proponent’s Suitability 30%

6. Number of consultation sites on similar projects 10%
7. Relevant experience on similar projects conducted by the company 10%
8. Relevant experience on IT Governance & Service Management of identified project 10%
resources persons

C) Approach 10%
10%
9. Suitability of the training duration 5%
10. Suitability of the overall project approach 5%

D) Skills Transfer 10%

10%
11. Provision of Skills Transfer on conducting the project 5%
12. Provision of relevant recipes for conducting similar projects 5%

E) Pricing 20%
13. Total Consultation Costs 20%

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 Appendix B Project Team Skills Matrix

The following is the Project Team Skills Matrix. It must be completed and returned with
your proposal.

Failure to meet this mandatory qualification will result in immediate disqualification.

• Proponents may list additional or specific skills which they feel will contribute to the
strength of their proposed consultation team.
(*1) Proficiency Levels ) Assign a level followed by the number of months cumulative experience
(nn) e.g. P 18 months

E Exposure Has exposure to/educate in this area but has not provided any training in this
area of specialisation before
W Working Has limited working experience providing training in this area of expertise.
Has provided only a few (5 or less) training sessions of a similar nature.
P Proficient Has proven hands)on experience providing training in this area of
specialization having provided the training of a similar nature between 5 and
10 training sessions before
X Expert Has tremendous hands)on experience providing training in this area of
specialisation having provided the training of a similar nature in no less than
10 sessions before

Team Member: <Name > <Name >

Experience on popular IT Governance & <Title > <Title >
Service Management Frameworks
Area of Expertise Level of Proficiency
Proficiency (months) Level of Proficiency (months)
(*1) (*1)
ITIL
COBIT
CMM
PRINCE2
6 SIGMA
ISO/IEC 2000
ISO/IEC 27001

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