Information Products RFP

Subscriptions Acquisition, Subscriptions Management and Delivery
of Subscriptions functions for Information Products. It is
intended to result in the award of a contract for 1 year, plus 2
one-year irrevocable options allowing Canada to extend the term
of the contract.

1.0 REQUIREMENT
The Contractor must provide:

1. 1.
   Subscription Acquisition, Management and Delivery;
2. 2.
   Electronic Resource Management (ERM) Support;
3. 3.
   Technical Support and Problem Resolution;
4. 4.
   Transition Management; and
5. 5.
   Reporting to the Client.

2.0 DELIVERABLES
Without restricting the terms and conditions of this SOW,
following is a summary of the deliverables required to be
delivered under this Contract:

1. Print and Electronic Information Products, on an "as and
when" requested basis, as detailed in Appendix 1.

1. 2.
   Reports, as identified in Article 6.0 below.
2. 3.
   Assistance with Account Set-up:

If required by the Client, the Contractor must provide
assistance with the account set-up for the Client and provide
via Web Ex or online training to the Client.
3.0 ELECTRONIC RESOURCE MANAGEMENT (ERM) SUPPORT
i. The Contractor must supply access to various online tools (as
part of their service at no additional cost to Canada):
a. A tool that provides automatic notification of changes to
online and print journals with respect to: formats, publisher
changes, new open access titles etc. ;
b. an administration tool to track the acquisition, registration
and activation process of online and print journals; and
c. a system for accessing online journals. i.e. an A to Z list.
The Contractor must set up tasks regarding online journal
subscriptions which includes activating access on the
publisher's or host site and setting up authentication on behalf
of the customer within seven (7) business days of payment to the
publisher. When this is not possible, the Contractor must
provide complete and detailed registration instructions to the
Client within seven (7) business days of payment to the
Publisher.
4.0 TECHNICAL SUPPORT AND PROBLEM RESOLUTION
The Contractor must deliver, to the Client, the following
technical support and problem resolution assistance by telephone
or e-mail:
a) The Contractor must provide telephone and e-mail technical
support and problem resolution:
· provided in either one of Canada's official languages, at the
choice of the Client;
· as a minimum, from 8:00 AM to 5:00 PM Eastern Time (Standard
or Daylight Time); and
· from Monday to Friday (exclusive of Canadian Statutory
holidays);
b) For enquiries placed, and designated by the Client as "urgent
enquiries", via telephone or e-mail, the Contractor must
respond to the first enquiry, per Issue (problem raised), within
three (3) business hours.

5.0 SUBSCRIPTION TRANSITION MANAGEMENT
The Contractor must include subscription transition management
functions, as a minimum, Contractor's account set-up and the
Client's records changeover, as follows:
A. Transition In:
i. Contractor must provide to the Client a list of the Client's
subscriptions that the Contractor is unable to deliver;
ii. Undertake outstanding claims - The Contractor must undertake
the resolution of all outstanding claims for missing issues
filed by the Client with incumbent vendors as of the date of
Contract Award;
iii. Provide training - within three months of the Contract
Award date, the Contractor must provide training materials to
the Client staff to enable effective and independent interaction
with account administration functions, such as online claiming
modules; and
iv. Migrate existing subscriptions - The Contractor must acquire
information related to the Client's existing subscriptions from
the publishers, incumbent vendors, and/or the Client, and input
that information into the Contractor's Electronic Account
Administration Interface, within four (4) weeks from date of
Contract Award.
B. Transition Out:
i. by December 1st of the last year of the Contract, including
any exercised option period, have notified the publishers that
the Contractor can no longer manage the Client online and print
journal subscriptions; and
ii. in the last year of the Contract, including any exercised
option period, collaborate with the new supplier of subscription
acquisition and management services for online and print journal
subscriptions as designated by the Client to resolve outstanding
claims for missing print journals.
6.0 REPORTS FOR THE CLIENT
The Contractor must provide, as a minimum, the following reports
at the times and to the Client listed in Part 6, Article 4.2 -
Client Project Authority(ies), in one (1) copy via e-mail in a
Microsoft Excel format, except when otherwise specified:
i. Monthly reports, to be submitted to the Client no later than
10 working days after the 1st of each month:
· the status of all outstanding claims for missing print
journals;
· publisher's replies to claims for missing print journals
received by the Contractor during the previous month;
· account summary detailing outstanding invoices and/or credits;
· confirmation of cancellations received from the Client by the
Contractor during the previous month; and
· bibliographic changes for the previous month.
ii. Quarterly reports, to be submitted to the Client, with
publisher-supplied information, once that information becomes
available, relating to changes in:
· Publishers (for a given publication);
· Titles;
· Prices;
· Publication format availability;
· Cessations;
· Splits;

· Suspensions;
· Delayed issues;
· Mergers;
· Frequency changes; and
· Absorptions.

Delivery Date: 30/07/2014

The Crown retains the right to negotiate with suppliers on any
procurement.

Documents may be submitted in either official language of Canada.