Questions and Answer: RFP/2013/565 Request for Proposals for the Provision of Global Donation Solutions Questions Answers Technical Related Questions 1. With the understanding that the Global Donation Solution will enhance and streamline the already existing UNHCR platforms with a larger scope of deployment. What volume of legacy data should be considered? 2. Does the UNHCR have forecast data estimation in terms of the usage of the future Global Donation Solution? Such as number of concurrent users, number of donators, number of donations per month and at peak hours? From January 2012 till October 2013 UNHCR International only had 25,465 settled donations. We should expect a much higher number if the platform will be used by other UNHCR offices The number of donators is showing significant growth year on year, for example the growth of number of donors from 2012 2013 is around 243% for single donors. We estimate for total number of donors for 2013 to be around 10,000 Average donations per month currently range from 500 to 3,000 As we experience and respond to Emergency fundraising appeals we need to be able to scale up and down in relation to expected traffic and this will be hard to predict. Looking to the future, we need to have a system that is robust enough to allow these numbers to grow in large percentage increases. 3. Could you give us an indication of the present conversion rates? 4. Does the UNHCR has a preferred Project Methodology or is the provider requested to bring its own Project Methodology? 5. Will the selected bidder expected to bring its own developed Donation Platform or will it Present conversion rates from donation landing pages is around 0.25% We would prefer an agile and thorough approach that is understood and used by the provider. It needs to be suitable and accessible for use of UNHCR staff. Ideally we would like the bidder to bring their own donation platform system, however we would be
play the role of a Service Provider that will define and bring together a best of breeds platform built from different providers. 6. Is the Global Donation Solution aimed at encompass a Donator Relationship Management part? 7. Is there an approximate estimation as to the maximum level of concurrent users? 8. What would be brief roles and responsibilities of the "Focal Point to lead collaboration with the UNHCR regional teams/ Global Project Managers" and where is this person expected to be located out of? 9. The Expected Role of the Bidder: Similarly, the bidder will be asked to assist the UNHCR team with the transfer of applicable functional and technical knowledge to UNHCR resources. When, where and how often would this be required to be done? happy to consider custom solutions built from different providers. The global donation solution will need to be integrated with UNHCR Offices CRM (such as Salesforce, ROI etc.) to enable best donor relationship management and increase donor retention. In terms of concurrent visitors to the donation pages UNHCR would want a platform to be able to handle a huge number of donations being made at the same time as often happens when there is an emergency This role is to assist in the co-ordination and technical development of any new system to global UNHCR teams. To include any technical assistance and training needed. This system will be accessed and used by different internal UNHCR regional staff this role will need to make sure each team is effectively communicated with, and assisted in relation to rolling out the project. Full technical handover notes to be delivered, including full user guides and manuals on completion of project. Full training to regional and HQ teams. More training as and when updates are made to the system. Service team to be on hand to answer any questions and help out with queries Any other as suggested by supplier that you think we will need to operate system. 10. Apart from possible technical reasons, what are the instances when donations are rejected? UNHCR is not aware on non-technical reasons why donations are rejected. Currently, reasons for rejected donations are just technical i.e. suspected fraud, details entered incorrectly, address and cc details are not the same, etc.
11. Could you please explain single step and multi-step donation process A single step donation process is when both personal and bank details are on the same page. For example: donate.unhcr.org A multi-step donation process is when personal details and bank details are on two separate pages - thus two steps to donate. For example: https://www.oxfam.org.uk/pdd/default.aspx?sid=1 01&amount=2 12. Please provide details of your campaign and tracking requirements. What sort of social media campaign requirements would you have? UNHCR requires being able to add on donation pages (including confirmation pages) java script. Specifically Google Tag Manager scripts as well as ad hoc scripts such us doubleclick ad serving tracking, Salesforce (or other databases) integration scripts etc. Please refer to page 8 of the Annex A of TOR UNHCR also required being able to include on the donation pages the option for users to share the specific donation pages on social media sites such as Facebook and Twitter and include a custom pre-set message - such as I have just made a donation to UNHCR Philippines Emergency. Because the requirements are for a platform that supports multi languages donation pages the social share should support multiple languages and the option to share the specific page where the donation was made and not a pre set donation page only. 13. Where is the current UNHCR International solution hosted? 14. Could please elaborate on the concept of single donation and regular donation? Currently we use a custom CMS called Mustard hosted by Think on Amazon webservers. A single donation is a one off electronic payment made by debit or credit card. There is no storage of donor bank details. A regular payment is an automatic deduction from a debit or credit card. It can be monthly, quarterly or yearly. The payment gateway will store the donor bank details. Different countries offer different options for regular donations. In the UK for example is referred as direct debit.
15. What sort of local payment methods are applicable? Please provide the list and details of each payment gateway (Local and Global) UNHCR requires the Global Donation System to be integrated with a global payment gateway which can process payments in multiple currencies and multiple local cards. The local payment methods will depend on the country where the donation is made. Examples of PCI compliant third party country specific/currency/payment gateways are IATS, Worldpay, SagePay, Global Collect etc. UNHCR is currently using as payment gateway Worldpay Business Gateway but is open to consider different global payment gateways whether recommended by the bidder. 16. Please explain the need for non-utf8 characters for database. Are there any input screens for this? How many such screens are there and process? 17. Have you done any previous information architecture exercise earlier? Do you have the creatives ready for the site? 18. What would be the location of the implementation? Do you need a globally distributed team for roll out or requirement analysis? 19. Please provide details of offline processing required. 20. Please provide requirement for secure data storage and transmission. UNHCR requires being able to create donation pages in multiple languages such as Arabic, Dutch and Korean. The Global Donation Solution and the payment gateway used must be able to support non UTF-8 characters so that donor data can be stored correctly. None for any new system. However, please look through our current website and donation pages for IA (donate.unhcr.org) Implementation will be most likely in London and/or Geneva. Capture of banking data for offline processing (direct debits) these will need to be bespoke/flexible and be suitable for multiple international markets also Gift Aid for UK. Please refer to page 9 of the Annex A of TOR for details 21. Please provide details about gift prompts. For gift prompts UNHCR refers to being able to choose from the donation platform CMS different donation amounts to display on the donation pages and choose between having amount only or amount plus image and description of what the gift can be used for.
22. Please provide details of 3rd party Address database and International databases for telephone and address validation UNHCR requires the global donation system to be integrated with an international post code finder which will enable to validate donor postal address and ensure donor data is accurate. An example of 3 rd party address and international telephone and address validation is Postcode Anywhere 23. How many languages are required? UNHCR requires the global donation solution to support the al least following languages: English Spanish Portuguese Arabic French Dutch Swedish Chinese (simplified and traditional) Japanese Indian 24. Please provide print requirements - receipt print. In UNHCR offices registered as non-for profit (such as UK, US, Canada) online donations are tax deductable and the donors requires a printed receipt of the donation made as a proof for the tax relief. UNHCR requires that the donation system also enables donors to receive a printable receipts of the donations they made 25. Is there a preferred email service provider UNHCR is using currently? If so please provide details. 26. Please provide details of requirements for customizable copy and email html/text for individual donation landing pages. How many categories are there? UNHCR International and some of the other offices are using as email provider Exact Target UNHCR would like to be able to customize the copy and the html of the confirmation emails sent to donors once the payment is completed. Ideally UNHCR would like to personalize the email copy with the donor name and donation amount as well as the description of the product/theme of the donation page. UNHCR has different donation pages for different crisis such as donate.unhcr.org/syria, donate.unhcr.org/philippines etc.
Ideally UNHCR would like to be able to have different confirmation emails for each of the donation theme or at least to be able to customize the copy of the email to refer to the theme of the donation page. 27. How many page templates are required? UNHCR would like to have multiple templates (2-3 as standard templates) and be able to create new custom templates when required. 28. By Mobility, can we assume responsive design? Do you have any Mobileapp requirement? 29. Please provide details of your publishing workflow process. 30. Please explain the requirement "Ability to add multiple opt-in" selection for data protection. UNHCR requires the donation pages as well as the payment process to be mobile responsive. We don t have mobile app requirements but we would welcome recommendations from the bidder on developing mobile app to make easy and quick donations via mobile phones and tablets. There is no publishing workflow implemented in the current CMS, donation pages are published when they are saved by the system. A workflow system where donation pages can go to a staging/test area for approval prior to going live would be preferable. For example simple opt in versions for contacting donor again through multiple channels i.e.: phone number, email, mobile, address or language opt in s for further communication as above. 31. Could you please specify what will be the scope in terms of effort or FTEs/Geo for the 24hr helpdesk? Full specifications will be required on appointment of supplier the following is a basic guide only. Agile and expert technical support and full prioritisation processes for bug fixes and technical queries Automated and fully documented process/procedure for error monitoring and logging 24 hour support desk on request (for larger appeals and campaigns) 32. To display country-specific payment methods requires details. For example: When a donor from China accesses the UNHCR International site, the system would need to display the available payment methods specific to China. UNHCR is not able to provide a detailed list of local supported payment system these are normally provided by the payment gateway.
Could you please provide us the detailed list of rules - like "PCI Compliant" supported payment methods - needed to verify prior to displaying the local specific payment methods. 33. Kindly list the details about all databases currently being used (donor databases) and which Operating System environment are they running on. 34. Please provide details on the browsers and versions that the donation system needs to support and the browsers and versions it currently supports. UNHCR offices use different databases - we don t have a full list of names and OS environment. UNHCR International and some other UNHCR offices use Salesforce. However, UNHCR requires the donation system to have the capacity of integrating with different databases such as Microsoft CRM, ROI and others. Front end support for: Internet Explorer 7+ Firefox 4+ Chrome 10+ Safari 4+ Backend (Admin area) support for: Internet Explorer 8+ Firefox 17+ Chrome 22+ Safari 6+ 35. Does Video upload through CMS need permanent archival like a specific storage system or would it be stored in the database system? If needed to, how many video files are to be stored? Is there an upload size restriction? 36. Please provide information related to platform, technology used to develop the existing donation solution at UNHCR International and also (if possible) at other UNHCR offices - Australia, Germany, Spain, Italy. Videos will be stored on video third-party hosting services such as YouTube or Vimeo. UNHCR International, UNHCR Gulf, Latin America, Belgium, Netherland and UK current donation pages are hosted on a custom CMS called Mustard hosted by Think Limited. Other offices use other donation systems. UNHCR is not able to provide a full list of each office systems and related technology.
37. Do you have any existing middleware in the landscape? If not, would you be interested to use open source middleware for integrating with third party payment gateways? 38. Can you please share the list of real-time interfaces that are required between Global Donation System and Payment Gateways? E.g., Do you have a separate interface for credit card, debit card, etc., or is there any Canonical model which comprises all the details of credit card, debit card, etc. and represented as a single message for all types of transactions? UNHCR would be open to using middleware to integrate with alternative/local payment gateways in different countries. Normally the Payment Gateway will manage bank details and have different procedure for processing the donations. However, UNHCR requires being able to report on the status of donation s (settled, refused, cancelled), amount raised, type of donation (regular of single) the theme/campaign of the page the donation was made to (Syria, Philippines etc.) and report on donor personal details (Name, country etc.) UNHCR doesn t require to access donors bank details. Ideally UNHCR would like to offer donors who made a regular donation with a dedicated link to a dedicated secure page where the donor can edit/update their personal and bank details. 39. Google Checkout as third party payment gateway is announced as "End of Life". Please see the Google announcement on https://support.google.com/checkout/sell/a nswer/3080449. In this case, should we look at an alternative and what is your recommendation? 40. Concerning "Quick Address" search. Is there a specific database to integrate with? 41. Could you please indicate what the required service levels for standard office support are? UNHCR welcomes any recommendations for payment gateways including alternatives to Google check out to include full integration with Paypal. UNHCR is currently using (although not live yet) Post code anywhere. UNHCR is open to other recommendations but it requires to be an international post code finder. UNHCR will need you to provide your suggestions on these, we are particularly interested in bug fixes and any system failures and turnaround times for these to be fixed. This is because any system failure in relation to minutes/hours etc. results in loss of revenue for us. We would also like to explore 24hour service level for above when we are in Emergency appeal mode.
42. Is a new website/templates design required during the implementation of the Donation Management System? 43. Are only the payment pages of the site in scope for Google Analytics implementation? 44. What would be the volume of the scope? i.e. - how many sites and pages would be in scope for placement of Google Analytics identifiers (tags)? A new design is not required. Initial templates can be based off the current design but we expect that some design work will be required to make the site mobile responsive. No, also the pages hosted on the CMS as UNHCR needs to be able to report on traffic referrals, traffic sources, user profile (country, devices used) and other info which won t be available if only tracking the payment pages. All the donation pages for all UNHCR sites where the global donation system is used should have Google Analytics /Google Tag Manager tracking in place. 45. Are the payment gateway pages also to be placed Google Analytics identifiers (tags)? If yes, would we have access to payment gateway pages for tag placement? 46. Will the language based donation pages be just different experiences on the same site or different sites? Will same templates be used for different language pages with translation on top? 47. What metrics/kpis and trends need to be tracked by Google Analytics identifier? It depends on the payment gateway and how the global solution is integrated with the payment gateway. In general if required access to the payment gateway can be given by UNHCR. In general the same donation page template is used across different sites and languages however different UNHCR offices might want to create different templates. The different language/country pages would also want to have individual URL s, i.e.: donate.unhcr.org and donate.unrefugees.org UNHCR is in the process of implementing Google Tag Manager this will require custom code to be installed on the donation pages included the thank you page. Google Tag Manager code will need to be able to report on transaction id, page theme/campaign, page language, UNHCR office, amount donated and currency, type of donation (single or regular), frequency of regular payment and potentially other information from the donation form. Additional standard GA e-commerce info will also be tracked such as traffic referrals, source medium, devices, PPC campaign etc.
48. What kind of custom codes will be needed to be developed and for tracking of what? 49. Of what application would the third party custom codes be? 50. We understand that Donation pages need to be optimized for Mobile/tablets? Can you please elaborate on the mobile platforms in scope for testing? UNHCR would provide custom code that could be for ad serving tacking or database integration. We don t currently have a specific custom code to give as an example. It would be for third parties databases such as Salesforce or ROI or for ad serving tracking. Smart phones and tablets running ios, Andriod, Windows Phone. 51. Does UNHCR have licenses for testing tools i.e., Test Management, Test Automation and Performance Tools which can be used for this particular engagement? If yes, what are the tools available? No, UNHCR doesn t have licenses for such tools. 52. Is there an expectation that a multi-location performance testing needs to be carried out? This is because the applications can potentially be accessed by multiple people across various locations. UNHCR would want the experience of users around the world to be the same. Performance test may be needed to ensure this. 53. Will the external systems or stubs available for performance testing of E2E scenarios? 54. Would UNHCR be open for external hosting (like Amazon etc.) of the website/cms and Donation Management System and is there preference for any location for hosting? 55. Is Disaster Recovery required? If so, does it exist today? What is the current/proposed RPO/RTO? We do not have any external systems for performance testing. The current donation system is hosted on a combination of Amazon servers and Worldpay servers. Location preference would be based on providing the best possible site performance for the majority of users. UNHCR requires the bidder to suggest a disaster recovery process. 56. Do you have specific DC certification requirements? What are the Data Storage/Privacy requirements? Third party providers should operate in accordance to the following standards ISO 270 27001 International standard for Information Security Management Systems PCI DSS PCI Security Standards Council -
https://www.pcisecuritystandards.org/ When banking data is collected the requirements differ country by country. There is no official universal standard. The basic requirement is secure data collection and ensures that the data is stored in a secure database. Some local requirements may exist in each market the UK banks require account validation software to be integrated Data storage the third party payment service provider will secure the payment data on behalf of the UNHCR. 57. We understand that we need to comply ISO 27001 and PCI DSS standards. Please share what are the applicable regulatory locations or other applicable standards which we would need to support? 58. Is there an expected frequency for vulnerability assessment required by UNHCR? 59. Please confirm if encryption solution is required to secure the information to and from databases? 60. Does UNHCR have a risk assessment framework which needs to be followed? On which industry standard is the risk assessment framework based on? 61. Is there any report\dashboard required for security reporting? 62. How many transactions do you currently process, per month, per currency? Please refer to page 9 of the RFP (Global standard and Security) Yes, UNHCR would require a regular vulnerability assessment but we accept recommendations from the bidder on frequency. Depending on the different CRM the donation system will be integrated different level of encryption will be required. UNHCR has several different risk assessment frameworks depending on the activity. Please advise which industry standard your risk assessments currently are running to. Currently, our payment provider reports on all online security risks with online payments. Currently we are mostly processing in US dollars, UK pounds and Euros. This will change when we utilize the currency aspect of the whole system and improve this aspect for international donors. At this point UNHCR is not in the position to share figures of transaction. 63. In which countries will the global solution be It will be used in the UK, Belgium, the Netherlands,
used? Where will the users be based? Switzerland, Mexico, Brazil, Emirates. They will be based in their local country. 64. How many sites will need to be established? To begin with it will be 7 sites (Uk, International, Gulf, Belgium, Netherland, International French, Spanish and Portuguese) but the aim is to have more UNHCR offices using the same system. 65. Who will need to be trained (F2F, train the trainer)? 66. Can we assume that the solution used by staff will only work in English? 67. Who will have access to creating web pages e.g. one country, role based access? 68. Is there a requirement for data migration, if so, what data (data type & data amount)? The local digital staff will need to be trained. Yes, your assumption is correct. UNHCR would like to give different permissions to different staff members. There would be no need for data migration if the payment provider is not changed i.e. WorldPay. If the payment provider changes then we would need to migrate all data from this system currently around 100,000 records. This data consists of all transaction details but not including credit card (financial) details. 69. Can you confirm that you use Salesforce for your current CRM and Exact Target for your bulk Emailer? Yes, UNHCR International and some other UNHCR offices use Salesforce as CMS and Exact Target as email broadcast tool. However it s required that the Global Donation Solution has capacity to integrate with other third parties databases and email systems as well to meet other UNHCR offices requirements. 70. What exactly does the user friendly URL mean? Does this mean it is to consist of words rather than an eligible suite of numbers and letters, thus being SEO friendly? 71. Please explain ability to add 'earmarking' codes for each payment relevant to UNHCR fundraising campaigns. What exactly are 'earmarking' codes? Are these to be unique codes associated to each payment form/page that UNHCR use to determine Yes, correct. UNHCR requires also the ability to have for the same donation page multiple friendly URL and to be able to manually customize the URL. Yes, correct - our codes will look something like UKEN001 UNHCR needs to be able to identify the language of the page, the campaign/theme of the page and the UNHCR office the page is for.
which campaign/payment form/page a payment was processed by? 72. Most UNHCR offices would prefer to have a payment system that passes data securely to their in-house databases automatically. What are these in-house databases? What types of data would they need passing and storing - user data, report data etc.? What levels or methods of Encryption? Realtime or batch processing? What will UNHCR do with this data? UNHCR offices use different databases - we don t have a full list of names and OS environment. UNHCR International and some other UNHCR offices use Salesforce. However, UNHCR requires the donation system to have the capacity of integrating with different databases such as Microsoft CRM, ROI and others. Each office will have different requirements in terms of what data would they need to pass and store, with what level of encryption and whether in real time or batch processing. The basic general requirement is that the global donation system has capacity to integrate with third party databases and securely pass donor personal info and related donation information. UNHCR will then use this info to report on income and campaign performance and improve donor relation and retention by sending commercial and transactional emails. 73. We do not have CMS system but we are a payment service provider like WorldPay. Please confirm the RFP for choosing a CMS system which is connected to payment gateways. 74. Is there minimum amount of insurance you require and is there a company that UNHCR prefers contractors to use? 75. We do not have ISO certification. Will submission of our degrees be acceptable? 76. While our company can meet all the Gateway requirements as outlined in the Terms of Reference, we cannot provide the CMS and Web development capability that you need in order to satisfy the web site requirements for the Global Donations Solution. We do hope to have the opportunity to submit a proposal for the We are looking to a provider to offer a full CMS service for our global online donation system and also to make recommendations on which payment provider would be best suited to integrate into this system. UNHCR does not specify what insurance company you should use. Yes, it will be acceptable. Unfortunately it is not possible to bid for portions of this project as UNHCR is looking for suppliers who can provide all services required.
Gateway portion of the project. Financial Related Questions 77. We can provide you with financial statements for the last years. However we are not required to have audited accounts. Is submission of audited accounts a mandatory requirement for you? Will a letter from the accounting firm work instead of audited accounts? 78. Please clarify the applicability of the special terms and conditions for fundraising to the scope of engagement for IT services provider companies. 79. The Vendor Registration Form states to send it to a separate UNHCR address based in Hungary. Do we need to send Annex C to this address as well as include a copy within the Technical Proposal? 80. 'The selected vendor is expected to start to deliver the core outcomes of the project by November 2013.' Presumably this deadline is no longer valid and has been revised? 81. Our company s business model is built around collaborating with other coaches to provide services to our clients. We do not have employees but we have access to an excellent team of coaches who come on as needed in the capacity of sub-contractors. Will that be acceptable for the purposes of this project? 82. We already have a contract with UNHCR for other services. If being awarded for this project is it possible to include the present scope of work under said agreement? Kindly provide us with your financial statements for the period of the last three years. If selected, further due diligence may be required. Both Annex D: UNHCR General Conditions of Contracts for the Provision of Services and Annex E: UNHCR Special Conditions for Fundraising Activities apply to all bidders who submit an offer for RFP/2013/565. You only need to send your Vendor Registration Form electronically with your Technical Proposal to the designated e-mail address whilst submitting your offer. As written in Annex A, page 4 the services are expected to begin in the first quarter of 2014. Please find the relevant conditions of subcontracting in Annex D: UNHCR General Conditions of Contracts for the Provision of Services under section 5. Subcontracting. As this is a separate requirement a new contract will be established.