ORGANISATION FOR ECONOMIC CO-OPERATION AND DEVELOPMENT
CALL FOR TENDER FOR THE FULFILMENT, DISTRIBUTION AND CUSTOMER SERVICES
OECD/ICT/EXD/PCM/PAC/PUB/04/172 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 2.1 General 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 2.6 Invoicing 2.7 Credit Control and Payment Processing 2.8 Warehousing and Stock Control 2.9 Finance and Accounting Requirements 2.10 Reporting 2.11 Backups 2.12 Archive System 2.13 Royalties 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 and agents. 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 Organisation. 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 written authorisation. 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 GENERAL 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 transactions. 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 consignment basis. 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. 2.1.5 Invoicing 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 accommodate. 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 publication. 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 slot date. 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 customer. 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 order processing). 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 highest quantity. 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 states otherwise. 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. 2.2.6 Regulars 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 standing order. 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. 2.2.11 Reprints 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. 2.2.13 Print-on-Demand 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 serial publications. The Organisation shall specify its requirements (if any) for grace copies for each serial publication. 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. 2.2.17 Cancellations The Contractor shall handle cancellations of subscriptions. 2.2.18 Despatch-on-Approval The Contractor shall despatch publications on the basis specified by the Organisation, for example sale or return or despatch-on-approval. 2.2.19 Packaging The Contractor shall use packaging appropriate to the safe transit and delivery of the different formats used. 2.2.20 Notices 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 customers. 2.2.22 Shipments-on-Demand 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 all orders. 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) day) 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 informed immediately. 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 informed immediately. 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 addresses. 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 time. 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.


























































































Revised: S: 20:03 Sat 2004/11/06 Syd 2089
F: 20:34 Sat 2004/11/06 Syd 2089
Who: sgg
Authorised: sgg
Created: 09:45 Tue 13/06/2000 Syd 2065
By: kmb
Revision: 3a4h1.002
Original Page: 3a4h
Change date:
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