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 timeG REPORTING AND CONTRACT MANAGEMENT PROCESSES 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 ManagementRUBAC Electronic Information Management Methodology Copyright of Hamme Family Trust 2.10 REPORTING 2.10.1 Online Reports The Contractor shall use the information related to the sale of the publications and online services to produce complete and accurate reports. This includes report requirements defined in any other Chapter of this Call for Tender. Any information and report must be available online through a secure and password protected Internet site and/or a special program dedicated to be used by any assigned body of the Organisation at any time. 2.10.2 Weekly Data Backup in CSV Format In addition, the Contractor shall produce weekly data back-ups (raw data on sales of publications and online services), to be provided in a common CSV format, and in database tables exploitable by MS SQL Server or MS Access. The Organisation will use those data for advanced internal reporting. The transfer of information will be done by an agreed method. 2.10.3 Sales & Marketing Reports All Sales and Marketing reports shall be in the base currency (Euro) of the Organisation. The reports and data related to the sale of the publications and online services and services shall at least generate the following: a Stock by product. b Sales by product. c Sales by customer. d Geographic sales (by country). e Sales by customer type using customer profile codes. f Sales by OECD Directorate coded by OECD product code. g Sales by product type (coded by OECD product codes). h Sales by campaign code. i Renewal statistics. j Invoiced credit sales to customers. k Returns. l Damaged stock. m Low stock reports. n Stock movements to, from and between OECD sales points and from central stock to customers. o Destroyed stock. p Actual distribution and shipping costs. 2.10.4 3 year Online Reports The Contractor shall make sales and marketing data on the publications and online services and services accessible for a three-year period from the date of the sale, which will allow identification of particular purchasers of particular publications and online services. 2.10.5 Financial Reports in Euro Currency All Financial reports shall be in the base currency (Euro) of the Organisation if not stated otherwise by the Organisation. The reports and data shall at least generate the following: a Aged Debtors (Base Currency) by account name and/or by document date. b Aged Debtors (Foreign Currency). c Bad debts and delinquent payers. d Banking Schedule - daily banking lists, by currency. e Customer Statements. f Copies of invoices and pro-forma using the original layout. g Daily Credit Card Report - by merchant number, by card type, by currency. h Inventory Stock - tracks and reconciles stock movement by location and by product (includes details by type of movement, i.e. additions to stock, deductions for shipments, damaged stock, free issues, etc. from beginning of period balance to end of period balance). i Held Orders Report. j Nominal Detail Report. k General Ledger - transactions by nominal account. l Sales Ledger Accounts Master Details Report. m Sales Ledger Receipts - by currency. n Number of sales ledger transaction processed. o Number of sales ledger receipts processed. p Number of payment transactions processed regarding pro-forma. q Number of payment transactions processed regarding renewal notices. r Number of credit card transactions processed. s Number of cheques banked. t Sales Ledger (A/R) Accounts Details, Sales Ledger Receipts. u Report on unprocessed and unidentified payments. v Transaction by Nominal and Cost Centre. w Trial Balance. 2.10.6 Month-end Financial Reports At each month end financial reports (e.g. aged debtors) must be generated automatically by the Contractor's accounting system and made available to the Organisation online or other suitable method. They must be retained until the following month end. 2.11 BACKUPS 2.11.1 Accounting Data The Contractor shall provide a complete accounting data back-up on a monthly basis in addition to the financial reports including data for Aged Debtors (Base Currency), Aged Debtors (Foreign Currency), Index Reports, Nominal Detail Report, Sales Ledger (A/R) Accounts Details, Sales Ledger Receipts, Statements, Transaction by Nominal and Cost Centre, Trial balance., provided in a common format, exploitable SQL database management system, MS SQL Server or MS Access. The accounting data back-up includes all related tables, definitions of used indices and abbreviations accompanied by expressive file, table, record and field descriptions. 2.11.2 Order Processing Data The Contractor shall provide weekly data back-ups (raw data on sales of publications and online services), to be provided in a common CSV format, and in database tables exploitable by MS SQL Server or MS Access. Content of the weekly data back-up is a set of all data used and stored in the software system operated by the Contractor for the purposes of fulfilment, distribution and customer service relative to all activities to the Organisation. Mainly but not exclusively address files, customer files, product files, sales and inventory files and all tables, definitions of used indices and abbreviations accompanied by expressive file, table, record and field descriptions. 2.11.3 General Backup The Contractor retains responsibility to secure all data order processing databases and accounting databases together with the application software. The backup schedule is as follows: 1 Daily - Monday to Thursday. Copies are taken and the backup device remains on site. The tapes are overwritten each week. 2 Weekly - Friday night / Saturday morning. Four (4) weekly cycle backup devices i.e. overwritten every fourth week. The copy is kept off site. 3 Monthly at Month end. Twelve (12) monthly back-ups are used and each is kept off site for seven (7) years. 2.12 ARCHIVE SYSTEM 2.12.1 Physical Document Archive The Contractor shall maintain an archive system for storing all relevant documents concerning customer orders in order to provide those documents (original or copy) within three (3) working days to the Organisation on request; further to use the documents if needed to fulfil requirements in claim processing, credit control an payment processing. 2.13 ROYALTIES 2.13.1 Royalty Payments to Authors The Contractor shall manage a system for logging royalty schedules and for calculating payments to authors for publications and online services. The Organisation will specify the royalty calculations. 2.13.2 Royalty Reports The Contractor shall provide royalty reports electronically and royalty statements for publications and online services quarterly as per the specification agreed with the Organisation. 2.14 AUDIT REQUIREMENTS 2.14.1 Periodic Verification The Contractor agrees to the periodic verification of financial information by the auditors of the OECD (either by its internal or external function), either on an ad hoc spot-check basis, or as part of the Organisation's year-end closing of the accounts. 2.14.2 Minimum Verifications As a minimum, these verifications shall comprise: a Physical inventory counts for OECD publications and all other OECD material being held by the Contractor on behalf of the Organisation, and/or b Reasonableness checks of the invoicing level, of accounts receivable and of whatever bank transactions the Contractor shall carry out on behalf of the Organisation. 2.14.3 Supporting Documentation Upon request, the Contractor shall provide the Organisation with any relevant supporting documentation, in paper and in electronic form. 2.14.4 Notification of Audits Advanced notification of such audits, and requests for any relevant supporting documentation required, shall be made by the OECD auditors. 2.15 PERFORMANCE MONITORING 2.15.1 Performance Obligations A contract places certain performance obligations on the Contractor. Whilst mechanisms need to be put in place to ensure that these requirements are met. Future issues should be anticipated and raised to ensure that action can be taken to address them before they become serious concerns. 2.15.2 Performance Benchmarks All performance data has been benchmarked against best industry practice. 2.15.3 Monthly Reports The Contractor shall provide monthly reports in an electronic format as follows: a Goods receipts and put away times**2 b Permanent physical inventory for at least ten (10) books, CD-ROM and five (5) issues of serial publications as indicated by the Organisation on a monthly basis**2 c Information on goods received (date, time and quantity)**2 d Orders received analysis by type (subscriptions, standing orders, other, etc.), by cash or credit transaction will be contained in sales reports. e Processing turnaround times. The report should also show the number of orders outstanding as at the reporting period and the estimated number operator days required to catch up on any backlog**2 f The number of orders received from the Centres for normal orders and over-the-counter sales. g Number of telephone calls received by the Contractor, analysed by country or OECD Centre. Such enquiries/complaints should be categorised. h Number of claims received and outstanding, broken down by reason for the claim (where known), i.e. wrong item picked, damaged item, inadequate packing, lost in transit etc**2 i The number of payments received/awaiting processing/still to be reconciled. j Software system availability. All down time outside of scheduled maintenance periods must be reported. **2 Internal Audit Recommendation 2.16 CONTRACT MANAGEMENT 2.16.1 Single Contract Manager The Organisation will appoint a single Contract Manager, at a senior level, to take operational decisions on a day-to-day basis. It is expected that the Contractor shall appoint a Contract Manager to manage the contract on its behalf who will be empowered to negotiate changes to the contract and who will be the point of contact between the Contractor and the Organisation. 2.16.2 Scope of Single Contract Manager Responsibilities The Contract Managers are at least responsible for: a Establishing effective mechanisms for open and proactive management of the contract. b Acting as the focal point for all significant day-to-day contractual issues and requirements on behalf of PAC HQ, the Centres and OECD internal departments (Budget/Finance, ITN, etc.). c Resolving initial contractual issues and disputes. All issues that cannot be resolved or are determined to be beyond the Contract Manager's delegated powers must be escalated to the Programme Sponsor or his nominated deputy within twenty four (24) hours of the Contract Manager becoming aware of such circumstances. d Deciding on official offers according to the rules of the organisation e.g. software adjustments, report adjustments, new reports to make sure that the needs of the Organisation are covered. e Setting up a system of prioritising, recording and monitoring issues rose with the Contractor and their resolution. Each level of priority must have an agreed designated response time from the Contractor or OECD internal departments. Where these responses are not obtained the issue must be escalated to the next level of priority. All priority 1 issues (e.g. system down and completely inoperable for more than four (4) hours during the working day) must be notified to PAC senior management. f Establishing a regular stock delivery system and schedule. OECD and the Contractor will agree a set weekly delivery schedule (e.g. delivery every Thursday at 1200 noon). g Establishing priorities for order processing (e.g. orders from the Centres or from nominated categories of customer or from particular territories to have a higher priority) and for the release of dues and of standing orders. i Undertaking spot checks of order processing times. j Meeting regularly (not less than once every two weeks) with the Contractor to discuss operational issues and performances during the implementation phase. When the operation is running smoothly, meetings may be reduced in frequency to monthly, as is judged appropriate. k Ensuring that monthly performance statistics are produced as agreed (see below) and circulated to PAC and Centre Management. l Organising quarterly liaison meeting at minimum between PAC Senior Management (including other OECD invited parties) and the Contractor to discuss management of the contract. Read and approved: In: Done on: Signature by a person having authority to conclude:
