ORGANISATION FOR ECONOMIC CO-OPERATION AND DEVELOPMENT
CALL FOR TENDER FOR THE FULFILMENT, DISTRIBUTION AND CUSTOMER SERVICES
Closing date: 13th December 2004 - 11h00 Paris time
E TECHNICAL AND SERVICE SPECIFICATIONS
ARTICLE 1 - Essential Requirements
1.1 Customer Service
1.2 Online Availability of All Information and Reports
1.3 Software Systems Developments, Enhancements and Additional Tasks
1.4 United States of America Branch
1.5 Postage, Packing Materials and Carriage Charges
ARTICLE 2 - Other Requirements
2.2 Order Processing and Despatch
2.3 Order Processing for SourceOECD
2.4 Order Processing for Consortia Deals
2.5 Online Bookshop Order Processing
2.7 Credit Control and Payment Processing
2.8 Warehousing and Stock Control
2.9 Finance and Accounting Requirements
2.12 Archive System
2.14 Audit Requirements
2.15 Performance Monitoring
2.16 Contract Management
RUBAC Electronic Information Management Methodology Copyright of Hamme Family Trust
ARTICLE 1 ESSENTIAL REQUIREMENTS
1.1 CUSTOMER SERVICE
The Contractor shall maintain close liaison directly with customers and the Organisation to
ensure continuous enhancement of the services provided.
The Contractor shall create and maintain close relationships with major distributors and
subscription agents. Preferably to dedicate certain staff members to each of the distributors
The Contractor shall answer customer queries and claims regarding the processing and despatch
of orders within three (3) working days of the receipt of the enquiry.
1.2 ONLINE AVAILABILITY OF ALL INFORMATION AND REPORTS
The Contractor shall provide all reports online through a secure and password protected Internet
site and a special program (reporting tool) dedicated to be used by any assigned body of the
Organisation at any time.
The Contractor must ensure that OECD staff gets sufficient training in use of the tool(s) and
must maintain supporting documentation.
It is expected that all aspects of the business are covered by the reports.
1.3 SOFTWARE SYSTEMS DEVELOPMENTS, ENHANCEMENTS AND ADDITIONAL TASKS
The Contractor must be capable of enhancing their software systems if requested by the
In the event the Organisation requests IT development, or enhancements relating to the
Contractors software system(s), reporting tools or asks for special customer service or
warehousing tasks (e.g. mailings) the Contractor is obliged to answer to those requests within
five (5) working days and to carry out the work immediately after the Organisation has provided
1.4 UNITED STATES OF AMERICA BRANCH
The Contractor must already have or will have to establish a branch within the United States of
America for warehousing, order processing including fulfilment and distribution of Ad hoc
orders, accounts handling and all sorts of claims processing for North American clients.
In particular the customer service for those clients is of great importance and has to comply
with the obligations and requirements defined.
The United States branch must receive publications within one week of reception of publications
from the Organisation.
1.5 POSTAGE, PACKING MATERIALS AND CARRIAGE CHARGES
Postage, packing materials and carriage charges are an essential part of the services to be
provided, both in terms of quality and cost of the services rendered. In consideration of this,
and to ensure that the Organisation obtains the best possible market offers (offer being
defined as the best balance between prices and services), the Contractor shall initiate an
annual consultation of at least two (2) or three (3) potential suppliers.
Based on the results of this process, the Contractor and the Organisation will agree on the
suppliers to be used for the following financial year.
The packing materials to be used by the Contractor are to be agreed upon by the Organisation,
subject to the requirement that packing materials agreed upon must suit the Contractor's
working procedures and machinery employed to conduct despatch of products.
ARTICLE 2 OTHER REQUIREMENTS
2.1.1 Creating Computer Records
In order to be able to start the service the Contractor must load customer, product,
order and accounting data on its software system(s).
2.1.2 2.1.2 Initial Stock Records
Further, the Contractor must intake all current stock of the Organisation.
The Contractor shall provide for a physical inventory to verify initial stock counts
on or before the start date.
Representatives from the Organisation will be present during this process.
The count will be agreed to by both parties and will thereafter be referred to as the
"initial inventory stock count".
2.1.3 Service Expectations
The Organisation expects to provide to its customers and subscribers a customer service
matching the best norms of the industry, to obtain user-friendly and reliable tools for
business analysis and, consequently, to be in a position to make correct management
decisions as well as to improve reporting tools for controlling and accounting.
2.1.4 Contractor Tasks
Therefore, the Contractor shall carry out the following tasks:
a Maintain inventories of all in-print OECD material.
b Receive new subscription/book orders by mail, phone, fax, or Internet.
c Receive orders via the OECD's online bookshop system and integrate them with
all other orders.
d Process orders and invoices, for physical products as well as for electronic
products, subscriptions and online services.
e Process payments in agreed form and report on accounts receivable and payment
f Handle the picking, packing, and shipping of orders to the customers.
g Provide monthly reliable world wide up-to-date reports e.g. on customers, sales,
cash receipts, accounts receivable, actual distribution costs and stocks.
h Invoice new orders and process and send renewal series.
i Handle claims and customer complaints in a professional and courteous manner.
j Send all ordered publications directly to the customers and/or the OECD outlets.
k Ensure that the OECD outlets will be able to maintain stock of all publications
in order to fill urgent on the spot claims as well as to proceed with
over-the-counter sales for walk-in customers and send stocks to the Centres on a
l Receive and process all the orders coming through the OECD Online Bookshop.
m Pass onto the OECD's online publishing Contractor all relevant information
concerning online subscriptions so that clients can access their online
products in a timely manner.
The Contractor shall create and hold records for each customer on its computer system
to allow the Contractor to invoice customers for publications and online services; and
to collect payment from them, implementing the terms of trade and discounts specified
by the Organisation.
The Contractor shall include all invoicing, despatch and payment details in customer
records to the extent necessary to provide the services and to provide the reports.
2.1.6 Publication Records
The Contractor shall create and maintain on its computer system accurate and up-to-date
records for all publications and online services to allow the Contractor to process
orders and control stock for the publications.
These records must include list prices, and any other special prices the system can
Provide services for new titles added by the Organisation to its publications
throughout the term of a contract, and make necessary adjustment for discontinued
titles of publications.
2.1.7 Kappa Product Database Update
The Contractor shall receive product information in electronic format on a weekly basis,
based on the Organisation's product database Kappa.
2.1.8 Different Order Types
The Contractor shall receive orders for publications and online services from customers
and from the Organisation and process them on behalf of the Organisation.
Orders for publications and online services may be submitted to the Contractor by
customers in various ways including, but not limited to, post, fax, telephone, magnetic
tape and e-mail.
The Contractor must reply to queries by customers concerning the publications and online
services within three (3) Working Days.
2.1.9 Exclusive Distributors
The Contractor shall be able to handle exclusive bo0kseller, distributor and/or agent
agreements covering certain markets (e.g. China).
2.2 ORDER PROCESSING AND DESPATCH
2.2.1 Despatch Slot Dates
The Contractor shall assign slot dates for the despatch of each issue of each serial
The slot date will be within three (3) working days of the delivery date.
The Contractor shall despatch each issue of each serial publication to customers on the
2.2.2 2.2.2 Catch-up Copies
The Contractor must despatch catch-up copies (where required) for new orders of serial
publications of customers within five (5) working days of receipt of payment from the
2.2.3 2.2.3 Non-serial Publications
The Contractor must despatch non-serial publications to customers within three (3)
working days of receipt of an order.
If a non-serial publication is not in stock at the time of receipt of an order the
Contractor shall despatch the non-serial publications within three (3) working days of
receipt of the stock.
2.2.4 Anytime Start Subscriptions
The Contractor shall ensure that Anytime Start subscriptions for print periodicals and
CD-ROMs start with the current available issue and for online services on the first
(1st) of the next month (however, online access should be enabled on the next day after
Annual/Calendar year subscriptions - currently only OECD Economic Surveys, Creditor
Reporting System on Aid Activities and International Trade by Commodity Statistics -
start with the first issue of the year.
The subscription period is in general 1 calendar year.
On request it must be possible to reduce or extend the period by one (1) month, three (3)
months, six (6) months or any other monthly portion of a year.
2.2.5 Standing Orders
The Contractor shall ensure that standing order (BSO, GSO and TSO) customers will only
receive each print book once or if different quantities per theme have been ordered, the
Reason: Books may belong to several standing orders.
The Contractors systems must be able to dedupe before dispatch.
New standing orders should always start on the first (1st) of next month unless customer
Customers to the French language standing orders must receive the English language
edition in case the French language edition is not being published, and vice versa.
Regulars: are sold on a standing order basis.
The customer receives book and invoice until the standing order is cancelled.
2.2.7 Book Series
Book Series: standing orders are set up for the series, so as soon as a book comes out
from this series, the customer receives the book and invoice.
New Series standing orders should begin with the latest available book, unless the
customer states otherwise.
Series only exist for print products in English, French, bi-lingual.
2.2.8 Loose Leaf
A customer who purchases a Loose-Leaf receives the binder as it is today - with all
available updates included.
With one exception (the Anti-bribery title), the customer is set up to receive future
updates with an invoice as they become available, until the customer cancels the
2.3.9 Dates of Despatch
The Contractor shall promptly report to the Organisation the dates of despatch of
serial publications and standing orders.
2.2.10 "Gratis" Copies
The Contractor shall promptly distribute gratis and exchange subscriptions to serial
publications and gratis copies of non-serial publications to lists of addresses as
supplied by the Organisation.
The Contractor shall notify customers as soon as possible when a publication is
awaiting reprinting or delivery and in those cases the Contractor shall record the
order for future action.
If the publication cannot be supplied and the Organisation has not advised the
Contractor not to process orders for the publication any sum received will be returned
to the customer within thirty (30) days.
2.2.12 Fulfillment Orders
The Contractor shall provide customers with information regarding fulfilment of orders
for publications which are out-of-stock or not-yet-published from information provided
by the Organisation in an appropriate and timely manner.
Orders for such publications shall be recorded by the Contractor for despatch when the
publication is received.
The Contractor shall handle Print on Demand copies for publications and periodical
issues out of print according to instructions from the Organisation.
2.2.14 "Grace" Copies
At the end of the subscription period the Contractor shall provide grace copies of
The Organisation shall specify its requirements (if any) for grace copies for each
In case of SourceOECD subscriptions the Organisation offers a three month grace period
before online access is cut off.
2.2.15 Subscription Renewals
The Contractor shall prepare and despatch the subscription renewal invoices (pro-forma)
and reminders in accordance with a timetable set by the Organisation.
In particular the Contractor shall despatch one (1) renewal pro-forma and where
necessary three (3) reminders.
For SourceOECD subscriptions the Contractor shall take additional measures to chase for
renewals after the expiry date.
He shall send one email/fax/letter one month after the expiry date and, for specified
titles, shall call the customer two (2) months after the expiry date.
2.2.16 Subscription Agents
The Contractor shall distribute renewal details to subscription agents and distributors; if requested
in electronic format.
The Contractor shall handle cancellations of subscriptions.
The Contractor shall despatch publications on the basis specified by the Organisation,
for example sale or return or despatch-on-approval.
The Contractor shall use packaging appropriate to the safe transit and delivery of the
different formats used.
The Contractor shall insert notices relating to the publications as requested by the
Organisation, for example, addenda and lateness of publication, before wrapping.
2.2.21 Daily Subscription Data
The Contractor shall supply daily subscription data in particular those for SourceOECD
subscriptions to external hosts in order to ensure online access for subscribing
The Contractor must be able to justify shipments on demand by the Organisation, and
provide detailed proof of delivery for shipments above five hundred euros (500 .) value.
2.3 ORDER PROCESSING FOR SOURCEOECD
2.3.1 Internet Protocol (IP) Addresses
The Contractor shall add and maintain customer Internet Protocol (IP) addresses provided
by the Organisation or by the customer to customer records.
It is important to note that bill-to, ship-to and end-user addresses must be used for
2.3.2 FTP Files
The Contractor shall supply to the Organisation or appointed agents (service provider)
FTP files of specified customer data for past and current full-price and free
subscriptions to serial publications.
These data will enable the Organisation or appointed agents to administer IP controlled
or username/password access to subscriptions to electronic versions of serial
publications and to SourceOECD.
2.3.3 Subscription Data
The Contractor shall transfer data for subscriptions for the past and current year to
reach the Organisation or appointed agents (service provider) on a daily basis.
These transfers will be done through agreed electronic formats to facilitate uploading
to the Organisation's or agent's (service provider) computer systems.
2.3.4 On-line Order Processes
Online services do need special treatment because clients do expect a much faster
handling of their orders.
Therefore the Organisation expects:
A Handling order without payment (one (1) day)
1 Reception of order either by client directly (end user), trade partner,
any other party or OECD (e.g. consortia)
2 Processing pro-forma
3 Faxing or e-mailing pro-forma to bill-to address
4 Gather IP address(es) or ranges, if not included with the order, in the
case the customer wants IP based access.
b Further actions are depending on reception, identifying and matching of payment
1 Reception of payment
2 Processing of payment (in case of extreme difficulty to identify payment,
contacting immediately OECD Headquarters or Centre, requesting support)
c Directly after payment has been received, identified and matched (maximum one
1 Activation of subscription within order processing system
2 Informing end user and possible bill-to address (e.g. trade partner) by
e-mail (alternatively by fax or mail) about:
i Activation of the subscription.
ii The customer-number.
iii That the service provider for SourceOECD access is going to be
iv Including a brief user guide "How to work with SourceOECD".
3 Sending file to service provider (daily)
B Handling order with payment (one (1) day)
1 Reception of order with payment either by client directly (end user),
trade partner or any other party
2 Gather IP address(es) or ranges, if not included with the order,
in the case the customer wants IP based access.
3 Producing and mailing receipt to the bill-to address
4 Activation of subscription within order processing system
5 Informing end user and possible bill-to address (e.g. trade
partner) by e-mail (alternatively by fax or mail) about:
i Activation of the subscription.
ii The customer number.
iii That the service provider for SourceOECD access is going to be
iv Including a brief user guide "How to work with SourceOECD".
6 Sending file to service provider (daily)
2.4 ORDER PROCESSING FOR CONSORTIA DEALS
2.4.1 Consortium Deal
It will be essential for the Contractor to be able to record details of a consortium
deal with up to three new contact addresses (the Consortium Negotiator, the Intermediary
and the Publisher's Negotiator) in addition to the bill-to, ship-to and end-user
2.4.2 Billing Addresses
The Contractor's system must support billing to a single address or to each individual
member of the consortium.
2.4.3 Changing Consortia Members
It must be possible for the Contractor to alter the structure of a consortium deal over
That is, new members may join the consortium or existing members may leave.
Equally members may choose to add or drop publications subject to conditions laid down
by the publisher.
Not all changes will occur at renewal time.
2.4.4 Multi-year Arrangements
The Contractor's system must be able to record multi-year consortia deals.
Such deals may require annual billing with renewal prices calculated automatically as a
percentage of list prices.
However, the system should provide the means to cap any such increases, in accordance
with the terms negotiated at the outset.
2.4.5 Special Discount Rates
In the event that a member of a consortium places an order for the printed version of
any publication whose electronic equivalent is included in the deal, the Contractor's
system should recognise that a special discount rate might be due, regardless of whether
the order was placed directly or through an agent.
2.4.6 Renewal Reports
At the appropriate time, usually six (6) months prior to the expiry date of a consortium
deal, a renewal report should be generated and sent to the Publisher's negotiator and/or
the Intermediary with a view to triggering the commencement of renewal negotiations.
Such a report should provide a comprehensive statement of the deal including details of
each current member and their subscriptions.
2.4.7 Consortium Failsafe
In the event that one or more members leave a consortium, or a consortium ceases to
exist, the Contractor's system should provide a failsafe whereby traditional renewal
pro-forma invoices will be sent out to the customer as appropriate.
2.4.8 Issue Resolution
The system must support timely and effective resolution of customer support issues, such
as queries or complaints about access rights to online content.