Clarification meeting date: 17 September 2019 Tender Closing date: - - PowerPoint PPT Presentation

CLARIFICATION MEETING FOR CORP4923 Contact Centre Telephony System Solution Implementation

Clarification meeting date: 17 September 2019 Tender Closing date: 03 October 2019

Commercial clarification

Eskom Representative : Violet Beetha Email : BeethaVM@eskom.co.za Landline : 011 800 3012 Clarification meeting date : 17 September 2019 Tender Closing date and Time : 03 October 2019 No late submissions will be accepted under any circumstances – not even by a second Tender Price : Free of charge

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Agenda

Welcoming of Attendance Violet Beetha 2 Minutes Evacuation Procedures Violet Beetha 3 Minutes Introduction of Eskom Representatives and Suppliers’ register All 5 Minutes Commercial Information Violet Beetha 10 Minutes Technical Information and scope Quality Requirements Kevin von Berg Sipho Sambo 30 Minutes 10 Minutes SD&L Requirements Rojane Qacha 10 Minutes SHE Requirement Pumeza Mabunda 10 Minutes Closure Violet Beetha 5 Minutes

Commercial clarification

• Confirmation of tender document on the Tender Bulletin
• 1. Tender Information
• 2. Eskom Conditions of Purchase
• 3. Supplier contract or Supplier License
• 4. Technical and detail scope of work
• 5. Pricing Information
• 6. SHEQ Requirement
• 7. SD&L Requirement
• 8. Quality Requirement

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Technical Requirements

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Eskom Representative : Kevin von Berg

Technical information and Scope

Contact Centre Environment: 1. Customer Service Contact Centre (Distribution Division (Dx))

• Alignment with Dx 1+1 Contact Centre project (7 sites rationalising to

2 sites) 2. Shared Services Contact Centre (SSCC) – Human Resources and Finance Contact Centre 3. Eskom Real Estate (ERE) Contact Centre 4. Eskom Finance Company (EFC) (Recording only) Control Environment:

• Network Management Centres (Distribution Division)
• Resource Management Centres (Distribution Division)
• Voice Recording

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Contact Centre Environment: Technical Requirements

1. To be deployed in a 1+1 setup with primary site in Gauteng (Site 1) and the other site in kwaZulu-Natal (Site 2). 2. Site 1 and Site 2 will be production sites both operational at the same time.( ratio 70:30) 3. This to be deployed in high availability (continuously operational). 4. Each site will be a failover site for the other one. 5. System should accommodate for +/- 1000 agents handling around 500 000 calls per month, with peak staffing at +/- 300 agents. 6. Eskom currently uses Primary Rate Interface (PRI) technology but accommodation for Session Initiation Protocol (SIP) with Session Border Controller (SBC) should be included. 7. Agents sitting at any of the Eskom regional sites should be able to connect to the telephony system via the Eskom Wide Area Network (WAN) and make and receive calls. 8. The ERE and SSCC ring-fenced contact centres are based at Megawatt Park and Lobedu House. EFC is located at Megawatt Park. 9. All three contact centre domains will have a logical separation on the telephony system whereby parties do not have access to the other’s operations, including call routing, queue management, allocation of skills, granting of restricted access from a user profile perspective and recordings. Customer access to each of the ring-fenced contact centres is governed by the trigger numbers.

• 10. Full Computer-Telephony Integration (CTI) between the Telephony solution, Recording solution and CRM system

(Kana for Customer Service, SAP for SSCC and SAP For ERE) – Refer to (BRS 10 and 24).

• 11. IP recorders for Site 1 and Site 2 – used for Dx Customer Service Contact Centre, SSCC, ERE Contact Centre and

EFC.

• 12. 24/7 Fully supported system (2nd and 3rd line support).

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Control Environment: Technical Requirements

1. Analogue Recording at each NMC/RMC, i.e. Bloemfontein, Simmerpan, Duvha Power Station, Witbank, Mkondeni (Pietermaritzburg), Sunilaws (East London) and Bellville. 2. IP Recording also required as each RMC Dispatcher has a unique Cisco telephone number that can be used to make calls (especially during, but not limited to DR scenarios) 3. NMC Disaster Recovery sites at Eskom College (Midrand) and Kimberley 4. 24/7 Fully supported system (2nd and 3rd line support).

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NMC & RMC Sizing

Distribution Operating Unit Total NMC Staff complement Maximum NMC consoles utilized during session shift Total RMC Staff complement Maximum RMC consoles utilized during session shift KWAZULU NATAL 36 9 48 17 EASTERN CAPE 30 6 32 10 WESTERN CAPE 25 8 21 6 FREE STATE 36 8 25 6 GAUTENG 39 9 44 12 MPUMALANGA 46 11 34 12 LIMPOPO

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9 TOTALS 212 51 239 72

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NMC & RMC Site location and DR

Distribution Operating Unit NMC Sites RMC Sites NMC & RMC @ Same site NMC Disaster Recovery Site RMC Disaster Recovery Site KZN Y Eskom College Any Office with Telkom & Cisco phone EC Y Eskom College Any Office with Telkom & Cisco phone NW Y Eskom College Any Office with Telkom & Cisco phone GOU WC Y Eskom College Any Office with Telkom & Cisco phone NC FS Y Kimberley Any Office with Telkom & Cisco phone MP Y Y Eskom College Any Office with Telkom & Cisco phone LIM Y Any Office with Telkom & Cisco phone

Technical Requirements

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Inbound Voice

IM

Instant Messaging Web Chat SMS Social Media

Omni Channel

KANA (Verint CRM) CC&B (Billing) NEW Quality Management SAP (CRM) Totalview (WFM) Power BI Cisco (EFC) NEW Telephony System Dx NMC/RMC (Coltron) Storage (audio) Hyperwave (EDM)

I P IP TSAPI Document retrieval XAI

Contact Centre Landscape

NEW Recorders

Case retrieval QA retrieval archive Reporting Iex connector TSAPI analogue Case retrieval

NEW Screen Recording

Management Consoles / Dashboards Dx NMC/RMC (Coltron, Telkom, Cisco) DR (Telkom, Cisco)

analogue

Contact Centres Business Requirements Summary

1. Automatic call distribution with skills based routing and agile call routing ability (able to change routing easily) for different service types and seven languages; with the ability to easily record and place announcements at any part of the call queue. Also give the customer facility to leave voicemails (not limited to this though, new tech must be incl .. i.e. virtual hold); 2. Multimedia call blending, enabling agents to service voice and multimedia contacts seamlessly and simultaneously in a blended fashion; 3. Automated routing and responses based on content analysis templates and backend integration; 4. Route multimedia messages and social media contacts to skilled agents and ability to integrate back with either Social Media handles

• r CRM;

5. Knowledge-assisted channels and self help; active conversion of mobile telephony based customers to self-help channels and flexible multi-channel self-service solution. 6. Service rating automation, post call. 7. Import historical data from the current Avaya CMS system. 8. Reporting across all channels with cradle to grave reporting for telephony, social media and self-service channels. Agent and supervisor on-screen dashboards real time and historical displays with pro-active alerts for supervisors. Scorecard development ability. 9. CRM integration and Workforce management (as well as “other” system’s) integration.

• 10. Quality assessments such as live contact assessments, tools (incl automation) available in all agent driven channels.
• 11. Voice and screen recording ability with easy playback of recordings and archiving of older contacts to integrate with CRM (reference

numbers).

• 12. Automated outbound campaigns.
• 13. Voice recording with redundancy to replace current legacy recorders, these include radio recordings (RMC) archiving of recordings.
• 14. Web based call recording management.

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ERE Contact Centre

• ERE call centre based at Eskom Megawatt Park.
• Comprises of 3 agents and 1 supervisor
• Servicing internal Eskom staff and contractors.
• Customer enquiries logged via the following channels:
• Call the agent using 011 800 4441,
• Email – EREhelpdesk@eskom.co.za,
• Zenzele self-help
• Using the Avaya telephony (existing) and SAP CRM solutions

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ERE Contact Centre

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Contact Centre Telephony system

Full integration with SAP CRM Service rating automation & results linked to SAP CRM -call customer survey Capability to answer call and call back customer either via SAP CRM/ telephony. Agent & supervisor on-screen dashboard & drill-down capability Auto detect agents availability Text to Speech capability Provide multi-channel solution Capability to record message Ability to mine historical data e.g. legacy Avaya data Reporting and scorecards Ability to reroute the call

Shared Services Contact Centre

Background:

• Shared Services Contact Centre (SSCC) is a central point for resolving and routing of queries, either

received from external suppliers or Eskom employees

• SSCC encompasses the Finance Contact Centre serving approximately 18 000 vendors and Human

Resources Contact Centre serving approximately 45 000 Eskom employees

• The SSCC is located at Lobedu House in Sunninghill, Sandton
• SSCC is a 55 seater, interacting via 3 channels;
• Telephone
• Email (Microsoft Outlook)
• Self-Service (Zenzele)

Systems are utilised:

• SAP CRM – CRM solution
• Avaya – Existing telephone solution
• Microsoft Outlook – email channel
• TotalView – Workforce Management Solution
• Qnique – Quality Management Solution
• Zenzele (Eskom intranet solution)

Requirements

• Contact Centre after-call customer survey (telephone channel)
• Caller recognition technology
• SMS Functionality (information and notification to internal and external customers)
• Flexible multi-channel self-service solution
• Full integration to SAP CRM

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NMC & RMC Business Requirements

• 1. Integrate with existing telephony system (Coltron) or any future. Capture user logged in.
• 2. Playback and search functions for investigations.

2.1 Grouping/Filtering feature 2.2 Voice recognition search. Search for particular word. 2.3 Search for telephone or radio call. 2.4 Search for particular desk/area. 2.5 Specific radio channel or telephone extension, time/date. 2.5 Search by logged in user 2.6 Remote Accessibility – Retrieve recording's via web.

• 3. Reporting and Dashboard capabilities,

3.1 Display and accessible by management for real-time status 3.2 Lost calls, dropped calls, duration of calls, numbers dialled, number received including radio calls. 3.2 TV display in room 3.3 Identify from which console a call was picked up, and user as per logged on to Coltron. 3.4 Web access to Dashboard, must identify user taking call.

• 4. Protection from deletion. User rights.
• 5. Sufficient Storage space with back up facility
• 71. Auto Archiving
• 6. Disaster recovery.

6.1 In case of new building. Ability to integrate into Cisco.

• 7. Simultaneous recoding of many channels/Lines, telephone and radio.
• 8. Health Status alarm sent. SMS or other medium.

Business requirements per business domain

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Functionality grouping BRS Number Functionality Distribution Customer Service Contact Centre Shared Services HR & Finance Contact Centre Eskom Real Estate Contact Centre Eskom Finance Company Resource Mgmnt Centres Network Mgmt Centres Contact Centre Telephony BRS1 Automatic call distribution with skills based routing. Y Y Y BRS2 Multimedia call blending, enabling agents to service voice and multimedia contacts simultaneously. Y Y Y BRS3 CRM integration. Y Y Y BRS4 Agile call routing. Y Y Y BRS5 Recording of announcements. Y Y Y BRS6 Voicemail. Y Y Y BRS7 Support digital and SIP trunks. Y Y Y Contact Centre Multimedia BRS8 Route multimedia messages and social media contacts to skilled agents. Y Y Y BRS9 Automated routing and responses based on content analysis templates. Y Y Y BRS10 CRM integration. Y Y Y BRS11 Active conversion of mobile telephony based customers to self- help channels. Y Y Y BRS12 Knowledge-assisted channels Y Y Y

Business requirements per business domain

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Functionality grouping BRS Number Functionality Distribution Customer Service Contact Centre Shared Services HR & Finance Contact Centre Eskom Real Estate Contact Centre Eskom Finance Company Resource Mgmnt Centres Network Mgmt Centres Contact Centre Self-service BRS13 Flexible multi-channel self-service solution. Y Y Y BRS14 Integration to back-end systems and integration services. Provide existing and new functionality. Y Y Y BRS15 Voice recognition for authentication. Y Y Y BRS16 Service rating automation. Y Y Y Contact Centre Integrated reporting BRS17 Reporting across all channels with cradle to grave reporting for telephony and self-service channels. Y Y Y BRS18 Import historical data from the current Avaya CMS system. Y Y Y BRS19 Agent and supervisor on-screen dashboards. Y Y Y BRS20 Pro-active alerts for supervisors. Y Y Y BRS21 Workforce management system integration. Y Y Y

Business requirements per business domain

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Functionality grouping BRS Number Functionality Distribution Customer Service Contact Centre Shared Services HR & Finance Contact Centre Eskom Real Estate Contact Centre Eskom Finance Company Resource Mgmnt Centres Network Mgmt Centres Contact Centre Contact quality assessment BRS22 Quality assessments available in all agent driven channels. Y Y Y BRS23 Automation of QA assessments. Y Y Y BRS24 Integration with recording, CRM, workforce management and multimedia components. Y Y Y BRS25 Reporting and scorecards. Y Y Y BRS26 Live call assessment. Y Y Y BRS27 Simulations Y Y Y BRS28 Coaching Y Y Y BRS29 Easy playback of recordings. Y Y Y BRS30 QA audits Y Y Y Contact Centre Contact recording BRS31 Voice and screen recording. Y Y Y Voice BRS32 Archiving of older contacts. Y Y Y Y BRS33 Site based and national (central) search and playback functionality. Y Y Y Y BRS34 CRM integration. Y Y Y Y

Business requirements per business domain

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Functionality grouping BRS Number Functionality Distribution Customer Service Contact Centre Shared Services HR & Finance Contact Centre Eskom Real Estate Contact Centre Eskom Finance Company Resource Mgmnt Centres Network Mgmt Centres Contact Centre Outbound contact automation BRS35 Automated campaigns. Y Y Y BRS36 CRM integration. Y Y Y Contact Centre High availability BRS37 Dx CS regional site survivability. Y Y Y BRS38 Dx CS regional site redundancy. Y Y Y BRS39 High Availability for critical components. Y Y Y Recording Contact Centre Disaster recovery BRS40 Disaster recovery components. Y Y Y Recording Contact Centre Testing environment BRS41 Environment for testing any changes to the contact centre system configuration. Y Y Y Contact Centre Training BRS42 Training on new functionality. Y Y Y Recording Support BRS43 Support and maintenance at all Contact Centre sites, including remote access support. Y Y Y Y

Business requirements per business domain

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Functionality grouping BRS Number Functionality Distribution Customer Service Contact Centre Shared Services HR & Finance Contact Centre Eskom Real Estate Contact Centre Eskom Finance Company Resource Mgmnt Centres Network Mgmt Centres Support BRS44 Support and maintenance at all NMC and RMC sites, including remote access support. Y Y RMC and NMC voice recording BRS45 Voice recording with redundancy to replace current legacy recorders. Y Y RMC and NMC voice recording BRS46 Archiving of recordings. Y Y RMC and NMC voice recording BRS47 Web based call recording management. Y Y RMC and NMC voice recording BRS48 Call tagging and transcription. Y Y RMC and NMC voice recording BRS49 Interaction linking. Y Y RMC and NMC voice recording BRS50 Reporting Y Y

Evaluation Criteria for Demo

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Evaluation Criteria Max Score % CONTACT CENTRE:

• 1. Call handling and Integration with recording, CRM, workforce & quality management and multimedia components.

15%

• 2. Live Dashboards

10%

• 3. Outbound – Campaign Execution

2%

• 4. Testing Environment

3%

• 5. Reporting

10%

• 6. Archiving of recordings.

10%

• 7. Search and playback functionality.

10%

• 8. Post Call Surveys

5%

• 9. Call tagging and transcription.

5%

• 10. Disaster Recovery

5%

• 11. Flexible multi-channel self-service solution.

10% NMC / RMC RECORDING:

• 12. Oversight Desk showing live: Call stats(incoming, busy, dropped) from Coltron(phone, radio) and Cisco IP, users busy, not

busy with call, user response rate during current shift. Shift end summary. 2%

• 13. Ability to integrate with and record calls from various systems i.e. Cisco, Coltron and Telkom.

2%

• 14. Health status and warning indicators (not recording, storage full, backup medium full etc.)

1%

• 15. Find calls based on variables i.e. username, date, number(in/outbound), call tags, notes, call type (radio, Telkom, IP), voice

recognition(word search from transcript), phone extension/radio channel, desk/area, use web based find engine that is accessible from any machine on network. 3%

• 16. Call export: Formats(mp3, wav), tagging options (at least date and time), merge various interactions into one output file,

web based export and saving to machine local folder. 2%

• 17. Perform call tagging, add notes, voice recognition with call transcript.

1%

• 18. Performance reporting: Detailed and summary reports per shift, department or user. Accessible via web interface.

Dashboard with KPI adherence parameters. 2%

• 19. Backup functionality and ease of finding and exporting calls from backups.

2% Total 100%

Aspirational Project Timelines

Activity Estimated Time Estimated Date Tender Closing 03/10/2019 Evaluation 1 week 14/10/19 -18/10/19 Tender Committee (date TBC) 08/11/19 Negotiations and Contract review 11/11/19 - 29/11/19 Establish Contract 02/12/19 - 13/12/19 FREEZE PERIOD 16/12/19 - 10/01/20 Site Establishment 2 weeks 13/01/20 - 24/01/20 Solution Development 16 weeks 27/01/20 - 27/03/20 Training 2 weeks 30/03/20 - 10/04/20 Solution Testing 9 weeks 13/04/20 - 29/05/.20 Pre-Transfer Design 3 weeks 01/06/20 - 22/06/20 Deployment 3 weeks 23/06/20 - 10/07/20 Go-live 5 days 13/07/20 - 17/07/20 Stabilization 17 weeks 18/07/20 - 23/10/20 Close-out 4 weeks 01/11/20 -30/11/20

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SHE Requirements

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Eskom Representative Pumeza Mabunda

Group IT SHE requirements – low risk

No SHE requirement Legislation Explanation 1 OHS plan/manual/ OHS system documentation OHS ACT Section 8 (1) , CR 5(1)( i,m,n) Means a site, activity or project documented plan in accordance with the clients SHE

• requirements. The plan must be scope or project based. The plan must reflect an organised

system (method statements, processes, resources etc) which the supplier will comply to and enforce to manage the SHE risk during the lifecycle of the project. 2 Baseline Risk Assessment OHS ACT Section 8 (1) , 2 (b)(d) SHE hazards/aspect and risks/impact that are identified and assessed before the inception of a new project and commencement of operations. The baseline risk assessment shall include both routine and non-routine tasks. 3 Letter of good standing COID Act Chapter 9 section 80 Registration with the Compensation Commissioner (COID) or a licenced mutual company or an equivalent of it (for international bidders). 4 SHE policy OHS Act Section (7) 32- 136, 32-726 A statement of intention by the employer which provide a framework for setting SHE objectives to improve SHE performance and also emphasize management commitment to employee’s wellbeing and duty of care to the environment.

Group IT SHE requirements – low risk

No SHE requirement Legislation Explanation 5 Annexure B Eskom requirement 32- 726 List of specific requirements that will be Service provider for informing the tenderer and the requirements that the tenderer has to comply with when submitting the tender returnable Note: Please note that after contract award, it is your responsibility to fully align your company’s processes to Eskom’s SHE requirements (policies, procedures, standards etc.) 6 16(2) appointment OHS Act – Section 16.2 CEO/MD to assign any person under his/her control to assist him/her in executing his/her duties of the employer 7 37-2 Agreement OHS Act – Section 37.2 In terms of this agreement the Service provider warrants that he agrees to the arrangements and procedures, as prescribed by the Client, and as provided for in terms of Section 37(2) of the Occupational Health and Safety Act 85 of 1993 and Regulations (“the OHSAct”), for the purposes of compliance with the OHS-Act. The Service provider acknowledges that this agreement constitutes an agreement in terms of Section 37(2) of the OHS-Act, whereby all responsibility for health and safety matters relating to the work the Service provider and his/her employees are to perform on Eskom premises in terms of the scope of work shall be the

• bligation of the Service provider. 37-2 Agreement to be signed by service provider and Eskom

Project manager at tender award

SAFETY FILE CHECKSHEET - template

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Thank you