ࡱ>  { ybjbjzz 9^b&b&33333d 4 4 4464 4+>6@LR@R@R@FB DDH$Ɋ{*Ї3D$B"FBDDЇ33R@R@BKBKBKD3R@3R@BKDBKBK2}R@@N*[lE~60+.HB\n3RDDDBKDDDDDЇЇ Printer would bring up related Printer issues). The ITSMS should have a tiered categorisation structure, allowing identification of a service, system or component. The ITSMS should have an in built system messenger so that agents can communicate quickly and efficiently that operates independent of the particular module that the agent may be working in. Key Performance Indicators The ITSMS must provide readily available statistical and graphical information on call volumes, status, agent, customer, category, open, closed, cancelled, call source (self-service, phone, e-mail, drop-in etc.). The ITSMS must have a method of recording first time fix and provide detailed reports for monthly performance checks providing a % achieved for each agent. The ITSMS must differentiate easily between out of date calls when measured against the appropriate SLA/OLA and be displayed in a easy to understand and interpreted manner. As detailed below in 1.10.3 the ITSMS should integrate with SCDCs telephony system enabling the comparison of data possible. The ITSMS should have scheduled reporting functionality to enable a set of reports to be set up for timed delivery to agents and management without further intervention. Call Status and Management The ITSM should facilitate the creation, modification, fulfilment, closure of all call records (incident, service request, problem and request for change) in an easy accessible format, and customers shall be able to cancel service requests that are no longer necessary. The ITSMS must have functionality to provide automated notification and escalation to ICT agents and customers at all points of the calls workflow via e-mail or message function. The ITSMS must have the ability to inform users of potential issues and progress via email and within self-service allowing users to track their own incidents/requests. (E.G Email notification of Incident assigned to a member of staff). The ITSMS shall archive closed calls and shall store these within the ITSMS in a logical and appropriate location. The Call data will be able to be reported and exported as detailed in 1.8. The ITSMS should have the facility to colour code calls depending on priority and highlighting calls that are overdue to enable escalation. The ITSMS could have customers photos on form views, so they may be easily identified by SCDC Staff. The ITSMS could have the ability to allow identification of callers and screen popping of their details, from the SCDC staffs telephone number, Computer Telephony Integration (CTI). The ITSMS must be able to facilitate major Incident management, by allowing 1 parent Incident to be linked to numerous child Incidents and vice versa. The ITSMS should also allow the closing of child incidents when parent incidents are closed. The ITSMS must have the ability to record urgency, impact and priority fields, which can be defined by the user. The ITSMS must be able to automate time stamps on when a call is Resolved as well as Closed so that reports can determine when a call has been resolved and not just closed. The ITSMS should have the functionality for diagnosing calls via a simple to use wizard tool that enables either agents or customers to resolve the call or to obtain more detailed information on the issue. The ITSMS should facilitate the ability to control, read, write, and modify access for Change Management staff, to update Change records throughout the Change lifecycle. The ITSMS should allow only authorised personnel to submit Requests for change and once submitted it must send the change via the appropriate authorisation route and keep an audit trail of the workflow. The ITSM must facilitate the ability to reject Changes and keep an audit trail. The ITSMS should facilitate the recording of impact assessment information within the Change record in order to support the Change authorisation process. Security The ITSMS It must have security controls in place that assigns such rights according to membership of a group. Reporting The ITSMS must have a comprehensive suite of reports from installation, including information such as: call management statistics, staff performance, category statistics, incident and service request management statistics etc. The ITSMS reports must be available in a format that can be human read (displayed in uncomplicated and simple to read format) and exported into other templates such as Hyper text Mark-up Language (HTML), Portable document Format (PDF), Microsoft Excel Format (XSL) or Comma Separated Variable (CSV) and Extensible Mark-up Language (XML). The report tool within the ITSMS must be flexible and have a wizard function that can be utilised by the systems administrator. Reports need to be able to be assigned to groups of staff and available for self-service by the internal staff member without administrator intervention. Integration The ITSMS should support I-frames within the product (E.G embed views from third party software). The ITSM must integrate with Active Directory 2003, 2008 and 2012 (Lightweight Directory Application Protocol (LDAP) Integration). The ITSM solution must be designed to be both backward and forward compatible with Active Directory releases. The ITSMS should have the ability for third party apps to integrate into the product (E.G SharePoint, Telephony data). The ITSMS should have the facility to integrate with outlook 2010, Doodle or other online resources for SCDC agents. Management Regular contact with SCDCs contract manager will be required throughout the contract, which may take the form of telephone, face to face or email. SCDC will need named contacts with the successful organisation and an escalation route. SCDC will provide payment to the successful company for printing on 30 days from the date of delivery. SCDC's preferred method of payment is by Bank Automated Clearing System (BACS). The contract is for a 3 year term with the option to extend each and every year for a further 2 years. The Bidders response The Bidders response will contain information about how the company intend to provide these services. In particular they will describe: Costs; How your product will meet the specification; how the service will operate and where from; your timetable and project management proposals ensuring you detail how you will ensure that the project is managed on time; the team that will provide the services and a brief summary of their experience; contingency plans for equipment breakdowns or unforeseen delays; The successful company will have a good track record in providing these services and are able to demonstrate their experience by providing three directly relevant referees. Indicative Timetable The Engagement is expected to commence on 29/07/2013 (contract commencement). Firm dates are shown in bold, others are indicative: Procurement Timetable Tender Stage/Key StageDate Formal Tender Documents prepared and issued  REF DespatchDate \h  \* MERGEFORMAT (28/05/2013) Final Date for Tender return REF ReturnDateTime \h  \* MERGEFORMAT (28/06/2013) no later than (13:00 Hours)Evaluation w/c 01/07/2013Clarification interviews/Site Visits (where necessary)w/c 15/07/2013 Award confirmation w/c 29/07/2013Instructions to Bidders Compliance with Instructions Tenders submitted shall be in accordance with and subject to the terms of these instructions and other documents comprising the Invitation to Tender (ITT). Tenders not complying (or which cannot properly be rendered compliant) with any mandatory requirement will be rejected. A mandatory requirement is indicated by the word shall or must. Any queries about the Tender documents or Form of Tender that may affect the preparation of the Tender shall be raised without delay (preferably in writing) with the Contact Officer. If SCDC considers a query may have a material effect on the Tender process, all Bidders will be notified at the same time in writing and without delay. SCDC is seeking offers by issuing this Invitation to Tender following advertisement. This Invitation to Tender does not itself constitute an offer, SCDC do not undertake to accept any Tender. SCDC reserves the right to accept any part of any tender. SCDC will not reimburse any Tender costs and/or expenses. Confidential Nature of Tender Documentation and Tenders / Tenders and Freedom of Information and Data Protection Bidders shall not discuss the Tender they intend to make other than with professional advisers or joint Bidders who need to be consulted. Tenders shall not be canvassed for acceptance or discussed with the media or any other Bidder or any Member or officer of SCDC or any individual representing SCDC. Bidders shall not canvass support or preferred use of their company with the media or any other Bidder or any Member or officer of SCDC or any individual representing SCDC. If a Bidder does not comply with paragraphs 2.2.1 or 2.2.2, SCDC will reject the Tender and may decide not to invite the Bidder to Tender for any future work. The Bidder acknowledges that SCDC is subject to the requirements of the Freedom of Information Act 2000 and/or the Environmental Information Regulations 2004 and any subordinate legislation made under them from time to time together with any guidance and/or codes of practice and/or decisions issued by the Information Commissioner or any other competent body (the Information Legislation). The Bidder shall assist and cooperate with SCDC (at the Bidders expense) to enable SCDC to comply with the information disclosure requirements should the Bidder be required to do so. SCDC shall be responsible for determining at its absolute discretion whether any information is exempt from disclosure under the provisions of the Information Legislation. Where applicable, the Bidder shall (and shall procure that any person (e.g. a sub-contractor or Training Provider or professional adviser) involved in this Tender) be registered under the Data Protection Act 1998 (DPA) and observe all their obligations under the DPA which arise in connection with this Tender. Where the Bidder is processing personal data (as defined by the DPA) as a data processor for or in relation to SCDC the Bidder shall ensure that it has in place appropriate technical and organisational measures to ensure the security of the personal data (and to guard against unauthorised or unlawful processing of the personal data and against accidental loss or destruction of, or damage to, the personal data), as required under the Seventh Data Protection Principle in Schedule 1 to the DPA. From time to time SCDC may require the Bidder to provide SCDC with such information as SCDC may reasonably require in order to satisfy itself that the Contractor is complying with its obligations under the DPA and the Bidder shall promptly notify SCDC in writing of any breach of the measures required to be put in place by this Invitation to Tender. Preparation of Tender If SCDC considers that a cover price (i.e. a Tender that is not intended to be considered seriously) has been submitted, SCDC may reject the Tender and may decide not to invite the Bidder to Tender for future work. Please note that local authorities are encouraged to report any evidence of price fixing arrangements. Where SCDC regards an amendment to the original Tender documents as significant, an extension of the closing date may, at the discretion of SCDC, be given to all Bidders. Tenders must not be qualified, conditional or accompanied by statement that might be construed as rendering the Tender equivocal. Only unqualified, unconditional Tenders will be considered. SCDCs decision as to whether or not a Tender is in an acceptable form will be final. No alteration or addition shall be made to the Form of Tender, pricing schedules or any part of the Invitation to Tender except where expressly allowed or as provided in the paragraph below. Bidders must obtain for themselves all information necessary for the preparation of their Tender and satisfy themselves that the quality and standards specified by them-selves or SCDC are appropriate. Information supplied to Bidders by SCDC or contained in SCDC publications is supplied only for general guidance in the preparation of the Tender. Bidders must satisfy themselves as to the accuracy of any such information and no responsibility is accepted (or warranty given) by SCDC for any loss or damages of whatever kind and howsoever caused arising from the use by Bidders of such information. It is the responsibility of the Bidder to make sure that they have understood the contract documents and that they complete them correctly. The bidder must seek clarification if they do not understand. The Council bears no responsibility for contract documents that are returned and completed incorrectly. Tenders and supporting documents shall be in English and any contract subsequently entered into and its formation, interpretation and performance shall be subject to and in accordance with the law of England and subject to the exclusive jurisdiction of the English Courts. The Councils General Conditions of Contract for Professional Services are included in Section 3 and form part of this ITT. SCDC shall be entitled to assign novate or otherwise dispose of its rights and obligations under this proposed contract or any part thereof to any contracting authority, private sector body or any other body established under statute provided that any such assignment, novation or other disposal shall not increase the burden of the contractors obligations under this proposed contract. SCDC shall be entitled to disclose to any transferee any confidential information of the contractor which relates to the performance of the proposed contract by the contractor. In such circumstances SCDC shall authorise the transferee to use such confidential information only for purposes relating to the performance of the proposed contract and for no other purposes and shall take all reasonable steps to ensure that the transferee accepts an obligation of confidence. Any queries about any terms should be raised and agreed with the Contact Officer prior to Tender submission. Proposing amendments to the contract in the Tender may lead to rejection of the Tender. Bidders may state any amendments to the terms, contained in section 3, which they consider necessary to clarify the basis of their Tender in their response to the contract documents. Submission of Tender SCDC would like 1 paper copy sealed in a plain envelope with no distinguishing marks (please be careful to avoid franking machine marks bearing your company logo) sent by post or hand delivered to addressed to our Reception Desk at our Cambourne Offices using the Envelope Cover in Section 8. Requirements for submission of information: All submissions shall be made on the Form of Tender (Section 4) and be accompanied by the Response to the Questionnaire (Section 5). Only information relating to the Tender should be submitted unless otherwise requested. Every item shall be priced in sterling and the submission totalled. All prices submitted must be in sterling (GBP). Any prices submitted or Tenders made shall be made on the basis that VAT is excluded (i.e. but assuming unless otherwise advised by the Bidder that VAT will be charged on all Tender figures). Only one Tender must be submitted from your organisation for this work. The Tender should be clearly written in the Form of Tender. In order to evaluate the Tender, all Part B documents will need to be completed and delivered by Post/Hand to SCDC Reception Desk by (28/06/2013) no later than (13:00 Hours).Late Tenders will be automatically rejected. If there appears to be an error in a submission or supporting information the Bidder will be invited to confirm or withdraw its Tender. Where the error relates to the Tender total as calculated from Tendered rates and variable quantities, the Tender will be regarded as the Tender total Tender and the rate adjusted accordingly. The Bidder will be invited to confirm or withdraw the Tender and resulting rate. The form of Tender shall be submitted by the organisation, which it is proposed will enter into a formal contract with SCDC if awarded the contract. It shall be signed by persons authorised to submit Tenders and make contracts for the Bidder, which is normally: Where the Bidder is a partnership, by two (2) duly authorised partners; Where the Bidder is a company, by two (2) directors or by a director and the secretary of the company, such persons being duly authorised for that purpose; Where the Bidder is a limited liability partnership, two (2) duly authorised members. All Tender documentation issued to enable the Bidder to submit a Tender shall be returned with that Tender. Evaluation of Tender The Tender Award will be based on the highest scoring Tender; price will be assessed at 40% and Quality 60%. PRICE Price will be assessed as follows: The lowest cost will be awarded the maximum 40% of the total evaluation marks. All other Bidders scores will be a evaluated by dividing the lowest cost by the Bidders comparison cost and multiplying that proportion by 40% to provide each Bidder with their percentage of the total evaluation marks available. The following is a worked example: Tender A lowest cost (1): Score 40 Tender B comparison cost (2): Score 20 (The lowest cost divided by the comparison cost multiplied by 40 equals their percentage of the total evaluation marks available. 1/2 x 40 = 20) The price will be the total cost over the total 5 year term of the contract, please see section 4 and 5.2 for details on the pricing model. A priced option for named licences has also been requested please see 1.4.2 for an explanation of this option. QUALITY Quality therefore accounts for 60% of the score with the breakdown as per the Award Criteria Table below and with the evaluation of answers as per the table below. The evaluation scheme is described below. Table B: Award Criteria Table: Evaluation CriteriaPercentage Total MarksSectionEvaluation Methodology Price 40%4 Form of Tender Response.Quality60%This section contains sub-criteria please see belowProposed methodology for carrying out the services40%5.1Method Statement ResponsesReferences20%5.350% of the marks from the relevance of the reference and 50% of the marks will come from the responses from the referees. Total100% Evaluation Evaluation of the Tenders received will be carried out jointly by a panel of officers from the Councils. Bidders responses to the method statements will be scored out of a possible maximum of (5) marks. The following table explains how the Council will evaluate and score answers: Evaluation of answerMarksProposal meets the required standard in all material respects5Proposal meets the required standard in most material respects, but is lacking or inconsistent in others4Proposal fall short of achieving expected standard in a number of identifiable respects3Proposal significantly fails to meet the standards required, contains significant shortcomings and/or is inconsistent with other proposals2Completely fails to meet required standard or does not provide a proposal1Nil response (no answer provided)0 Table C: Evaluation of answers Where there appears to be an error in the submission (or supporting information) or where a calculation error becomes apparent then the Bidder will be notified and asked to confirm or withdraw the Tender. Following the assessment of Tenders the top scoring companies may be invited to present to a panel interview. The interviews will be questions about the Bidders Tender and this and the sample session may result in their score being adjusted up or down. It is unlikely that the number of companies invited to clarification interview shall exceed the top 3. Site visits may also occur and again the results of the site visit may lead to an adjustment of the score up/down. Award Process SCDC expect to decide award of contract within 4 days of the closing date for submission of Tenders. Tenders shall remain open for acceptance for a minimum period of 60 days from the closing date for submission of Tenders. SCDC may, if necessary, extend the 4 day period for completing the award process. Bidders will be notified simultaneously and as soon as possible of any decision made by SCDC during the Tender process, including award. When SCDC has evaluated the Tenders, it will notify all Bidders about the intended award but such award may be subject to member approval where necessary. SCDC will not undertake a standstill period or formal debrief as this is under the OJEU threshold and is not subject to this obligation. Feedback on request will be provided on that may help the Bidder to understand how they may have improved their Tender. Request for a full debrief or forensic examination of the results will be turned down. Acceptance of the Tender by SCDC shall be in writing and shall be communicated to the Bidder. Upon such acceptance the Contract shall be constituted and become binding on both parties and, notwithstanding that, the Contractor shall upon request of SCDC execute a formal contract in the form contained in the Contract Documents. Bidders must not undertake work without written notification that they have been awarded the contract and are required to start work. This is usually after the Contract Documents have been executed. SCDC reserves the right in exceptional circumstances and after the opening of Tenders to enter into discussion with any Bidder. SCDC also reserves the right to enter into post-Tender negotiations. If either Council makes an award or chooses not to award a contract it will not affect the ability for the remaining party to exercise their right to award or not to award a contract (they will not be constrained by the action of the other). Each Council will make their own contractual arrangements. Warranties In submitting its Tender, the Bidder warrants, represents and undertakes to SCDC that: All information, representations and other matters of fact communicated (whether in writing or otherwise) to SCDC by the Bidder, its customer or agents in connection with or arising out of the Tender are true, complete and accurate in all respects, both as at the date communicated and as at the date of Tender submission; It has made its own investigations and research and has satisfied itself in respect of all matters (whether actual or contingent) relating to the Tender and that it has not submitted the Tender and will not be entering into the contract (if the same be awarded to the Bidder by SCDC) in reliance upon any information, representation or assumption which may have been made by or on behalf of SCDC; It has full power and authority to enter into the contract and perform the obligations specified in the Contract Documents and will, if required, produce evidence of such to SCDC; It is of sound financial standing and has and will have sufficient working capital, skilled staff, equipment and other resources available to it to perform the obligations specified in the Contract Documents; and It will not at any time during the duration of the contract or at any time thereafter claim or seek to enforce for the purposes of this contract, any lien, charge, or other encumbrance over property of what nature owned or controlled by SCDC and which is for the time being in the possession of the Bidder. It shall provide, and include in the Tender for, all resources necessary for the completion of the Contract. This is to include, though not exclusively, all personnel, materials, accommodation, computer hardware and software and overheads. Section 3 Specialist and General Conditions of Contract for Professional Services General Conditions of Contract for Professional Services GP.1 DEFINITIONS AND INTERPRETATION In these Conditions (to be referred as "the General Conditions"), except where the context otherwise requires, the following expressions shall have the meanings hereby ascribed to them: GP.1.1 Authority Data (a) the data, text, drawings, diagrams, images or sounds (together with any database made up of any of these) which are embodied in any electronic, magnetic, optical or tangible media, and which are: (i) supplied to the Contractor by or on behalf of the Authority; or (ii) which the Contractor is required to generate, process, store or transmit pursuant to this Contract; or (b) any personal data for which the Authority is the Data Controller. GP.1.2 "Authorised Officer" means the Officer defined in Condition GP.3. GP.1.3 "Schedule of Prices" means the list of items and volumes upon which the Contractor's Tender was based. GP.1.4 "Commencement date" means the date stated in the Schedule or otherwise agreed in writing between the parties to be the commencement date for the provision of the Service by the Contractor. GP.1.5 Commercially Sensitive Information means the information relating to the Contractor, its intellectual property rights or its business or which the Contractor has indicated to the Authority that, if disclosed by the Authority, would cause the Contractor significant commercial disadvantage or material financial loss. GP.1.6 "Conditions" means these General Conditions and any modification thereof duly made in accordance with these Conditions and the Special Conditions as may be agreed together with all provisions and/or Schedule of Prices incorporated therein. GP.1.7 "Contract" means the Agreement entered into between the Authority and the Contractor embodying the Conditions [the Contractor's Tender and Authority's acceptance thereof] and any other documents listed in the Schedule. GP.1.8 Contractor's Confidential Information means any information, however it is conveyed, that relates to the business, affairs, developments, trade secrets, know-how, personnel and suppliers of the Contractor, including IPRs, together with all information derived from the above, and any other information clearly designated as being confidential (whether or not it is marked as "confidential") or which ought reasonably to be considered to be confidential, including Commercially Sensitive Information. GP.1.9 "Contract Manager" means the representative of the Contractor appointed pursuant to Condition GP.7.2. GP.1.10 "Contract Period" and "Contract Sum" mean the period and amount stated in the Schedule. GP.1.11 "Contract Standard" means such standard as complies in each and every respect with all relevant provisions of the contract and where no criteria are stated in the Contract the standard is to be to the reasonable satisfaction of the Authorised Officer and may incorporate, if stated in the Special Conditions, appropriate standards of relevant professional bodies. GP.1.12 Crown means the government of the United Kingdom (including the Northern Ireland Assembly and Executive Committee, the Scottish Executive and the National Assembly for Wales), including, but not limited to, government ministers and government departments and particular bodies, persons and government agencies. GP.1.13 Crown Body means any department, office or agency of the Crown. GP.1.14 Data Controller shall have the same meaning as set out in the Data Protection Act 1998. GP.1.15 Data Processor shall have the same meaning as set out in the Data Protection Act 1998. GP.1.16 Data Protection Legislation means the Data Protection Act 1998, the EU Data Protection Directive 95/46/EC, the Regulation of Investigatory Powers Act 2000, the Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000 (SI 2000/2699), the Electronic Communications Data Protection Directive 2002/58/EC, the Privacy and Electronic Communications (EC Directive) Regulations 2003 and all applicable laws and regulations relating to processing of personal data and privacy, including where applicable the guidance and codes of practice issued by the Information Commissioner. GP.1.17 Data Subject shall have the same meaning as set out in the Data Protection Act 1998. GP.1.18 "Day" means any day of the week including Saturday but not any Sunday or Bank Holiday. GP.1.19 Environmental Information Regulations means the Environmental Information Regulations 2004 together with any guidance and/or codes of practice issued by the Information Commissioner or relevant government department in relation to such regulations. GP.1.20 FOIA means the Freedom of Information Act 2000, and any subordinate legislation made under the Act from time to time, together with any guidance and/or codes of practice issued by the Information Commissioner or relevant government department in relation to such legislation. GP.1.21 Information has the meaning given under section 84 of FOIA. GP.1.22 Insurances means all or any of the insurances required to be maintained by the Contractor pursuant to this Contract as set out in Schedule (Insurance Requirements). GP.1.23 Key Personnel means those persons named in the Schedule as being key personnel. GP.1.24 Process has the meaning given to it under the Data Protection Legislation but, for the purposes of this Contract, it shall include both manual and automatic processing. GP.1.25 Quality Standards means the quality standards published by BSI British Standards, the National Standards Body of the United Kingdom, the International Organisation for Standardization or other reputable or equivalent body, (and their successor bodies) that a skilled and experienced operator in the same type of industry or business sector as the Contractor would reasonably and ordinarily be expected to comply with, and as may be further detailed in the Schedule. GP.1.26 Request for Information means a request for information or an apparent request under the Code of Practice on Access to Government Information, FOIA or the Environmental Information Regulations. GP.1.27 "Schedule" means the Schedule hereto. GP.1.28 "Service" means the description of the Service referred to in the Special Conditions and any modification thereof or addition thereto as may from time to time be furnished or approved in writing by the Authorised Officer. GP.1.29 Sites means any premises from which the Services are provided or from which the Contractor manages, organises or otherwise directs the provision or the use of the Services. GP.1.30 Specification means the description of the Services to be supplied under the Contract as set out in the Schedule and the Quality Standards. GP.1.31 Staff means all persons employed by the Contractor to perform its obligations under the Contract together with the Contractor's servants, agents, suppliers and Sub-Contractors used in the performance of its obligations under the Contract. GP.1.32 Sub-Contract means any contract or agreement or proposed contract or agreement between the Contractor and any third party whereby that third party agrees to provide to the Contractor the Services or any part thereof or facilities or services necessary for the provision of the Services or any part thereof or necessary for the management, direction or control of the Services or any part thereof. GP.1.33 The Contract shall be governed by and constructed in accordance with English Law. GP.1.34 A reference to any Act of Parliament, or to any Order, Regulation, Directive Statutory Instrument, or the like shall include a reference to any amendment or reenactment of the same. GP.1.35 Words importing the masculine gender include the feminine and neuter gender; words in the singular include the plural and vice versa and words importing individuals shall be treated as importing corporations and vice versa. GP.1.36 Condition headings and notes are for ease of reference only and shall not affect construction of the Contract. GP.2 FORM OF CONTRACT GP.2.1 Sufficiency of Information: The Contractor shall be deemed to have satisfied himself as to the accuracy and sufficiency of the rate(s) and price(s) stated by him in his Tender and this Contract which shall (except in so far as it is otherwise provided in the Contract) cover all his obligations under the Contract, and shall be deemed to have obtained for himself all necessary information as to risks, contingencies and/or any other circumstances which might reasonably influence or affect the Tender and his performance of the Contract. GP.2.2 Documents Mutually Explanatory: Except as otherwise expressly provided, the several documents comprising the Contract are to be taken as mutually explanatory of one another and in case of ambiguities or discrepancies, the same shall be explained and adjusted by the Authorised Officer who shall thereupon issue to the Contractor appropriate instructions in writing and the Contractor shall carry out and be bound by such instructions. Any adjustment to the Service arising therefrom shall be subject to Condition GP.4.5. GP.2.3 Variation of Conditions: Notwithstanding any other of these Conditions, no deletion from, addition to, or variation of the Conditions shall be valid of or any effect unless agreed in writing and signed by the parties. GP.2.4 Inconsistencies: Where there is any inconsistency between these Conditions and any provision in any other Contract document, these Conditions shall prevail PROVIDED THAT any Special Condition may be expressed to take effect so as to vary these general conditions in any manner. GP.2.5 Copyright: Copyright in the documents comprising the Contract shall vest in the Authority but the Contractor may obtain or make at his own expense further copies required for use by him in performing the Contract. Copyright of any documents originating from the Authority shall reside solely with the Authority. GP 2.6 Third Party Rights: Notwithstanding anything in this Contract to the contrary, no person or entity shall have any rights in relation to this Contract, whether as third parties under the Contracts (Rights of Third Parties) Act 1999 or otherwise, except the parties hereto GP.2.7 Standing Orders: The Contract shall be subject to the Standing Orders of the Authority current at the date of the Contract, a copy of which may be seen by arrangement. GP.3 AUTHORISED OFFICER GP.3.1 The Authorised Officer shall be the person named in the Schedule or in default of appointment the Chief Officer of the relevant Department of the Authority or such representative appointed by the Authority to act in the name of the Authority for the purposes of the Contract. GP.3.2 The Authority shall forthwith give notice in writing to the Contractor of the replacement of the Authorised Officer or if any person ceases to be the Authorised Officer. GP.3.3 From time to time the Authorised Officer may appoint one or more representatives to act for the Authorised Officer generally or for specified purposes or periods. Immediately any such appointment is made, the Authorised Officer shall give written notice thereof to the Contractor. GP.4 MODIFICATIONS The Authorised Officer shall be entitled to issue to the Contractor instructions in writing requiring the Contractor to do all or any of the following:  GP.4.1 To omit or to cease to provide any part of the Service for such period or periods as the Authorised Officer may determine, which period or periods may be of either a temporary or permanent nature. GP.4.2 To provide the Service or any part thereof in such manner as the Authorised Officer may reasonably require except that Condition GP.4.5 shall not apply regarding a requirement to provide the Service to the Contract Standard. GP.4.3 To provide such services additional to the Service as the Authorised Officer may reasonably require, provided that such additional services shall be the same as or similar to the Service in which case the appropriate contract rate shall apply to such additional services if the contract prices are based upon a Schedule of Rates or Prices, not a single Contract Sum. GP.4.4 Permanently to vary the Service. GP.4.5 The valuation of modifications pursuant to this Condition shall be ascertained by the Authorised Officer in accordance with the following provisions: GP.4.5.1 Where any part of the Service is required to be omitted or ceased to be provided the rates and prices contained in any Schedule of Prices shall determine the ascertainment of the value of the part and, in the case of a single Contract Sum, a fair proportion to be assessed after consultation with the Contractor. GP.4.5.2 Where work is of a similar character to and is executed under similar conditions as work in the Specification or other Contract documents the rates and prices for the work contained in any Schedule of Prices shall determine the ascertainment. GP.4.5.3 Where work is not of a similar character to or not executed under similar conditions to work set out in the Specification or other Contract documents the ascertainment shall be made at fair rates and prices having due regard where applicable to the rates and prices contained in any Schedule of Prices. GP.5 GUARANTEE If the Contractor is a subsidiary company within the meaning of section 736 and 736A of the Companies Act 1985 it shall provide a Guarantee by its holding company or companies (as defined in the said section 736) to secure the due performance by the Contractor of its obligations to the Authority. GP.6 CONTRACTOR'S OBLIGATIONS GP.6.1 The Contractor shall exercise reasonable skill and care in providing the Service (and any modifications thereof authorised under the Conditions) and shall comply with the Contract Standard to the reasonable satisfaction of the Authorised Officer. GP.6.2 The Contractor shall at all times during the Contract Period allow such persons as shall be nominated from time to time by the Authorised Officer access to all locations where the Contractor shall be providing or preparing for the provision of the Service for the purpose of inspecting the work being performed pursuant to the Contract and the office, security, employee management, data protection and money handling controls, systems and procedures used by the Contractor and records and documents in the possession of the Contractor in connection with such work GP.6.3 If in relation to any access under GP.6.2. the Authorised Officer (after consultation with the Contractor and any Internal or External Auditors) is of the opinion that changes need to be made to the Contractors financial controls, administrative procedures, systems or operational arrangements in relation only to the provision of the Service, those changes required and detailed by the Authorised Officer shall be made by the Contractor within such period or periods as the Authorised Officer shall notify to the Contractor in writing GP.6.4. The Contractor shall provide the Authority with all relevant information reasonably necessary for the Authority itself to provide information in respect of the Service in connection with any re-Tendering exercise for the continuity of the Service or any part of it at the end of this Contract GP.6.5 If the Contractor fails to provide the Service or any part thereof with reasonable skill and care, or to the Contract Standard to the reasonable satisfaction of the Authorised Officer, the Authority will give the Contractor details of any such failure and may itself provide or may employ and pay other persons to provide the service or any part thereof if the Contractor shall not within 14 days redress the situation or make proposals acceptable to the Authorised Officer for rectifying the failure and adhere to those approved proposals, and all costs incurred thereby may be deducted from any sums due or to become due to the Contractor under the Contract or shall be recoverable from the Contractor by the Authority as a debt. The rights of the Authority under this Condition shall be without prejudice to its rights under Conditions GP.19A and GP.20. GP.7 CONTRACTOR'S EMPLOYEES GP.7.1 The Contractor shall employ in and about the provision of the Service only such persons as are careful, skilled, honest, experienced and suitably qualified in the work which they are to perform. GP.7.2 The Contractor shall appoint a Contract Manager empowered to act on behalf of the Contractor for all purposes connected with the Contract. Any notice, information, instruction or other communication given or made to the Contract Manager shall be deemed to have been given or made to the Contractor. GP.7.3 The Contractor shall forthwith give notice in writing to the Authorised Officer of the identity, address and telephone numbers of the person appointed as Contract Manager and of any subsequent appointment. GP.7.4 The Contractor shall forthwith give notice in writing to the Authorised Officer of the identity, address and telephone numbers of any persons authorised to act for any period as deputy for the Contract Manager. GP.7.5 The Contractor shall ensure that the Contract Manager, or a competent deputy, duly authorised by the Contractor to act on his behalf, is available to the Authorised Officer in person at all reasonable times during which the Service is provided. GP.7.6 The Contract Manager shall inform the Authorised Officer promptly of and confirm in writing, any instances of activity or omission on the part of the Authority which prevent or hinder, or may prevent or hinder the Contractor from complying with the Contract. The provision of information under this Condition shall not in any way release or excuse the Contractor from any of his obligations under the Contract. GP.7.7 The Contractor shall employ sufficient persons to ensure that the Service is provided at all times and in all respects to the Contract Standard. The Contractor shall ensure that a sufficient reserve of employees is available to provide the Service to the Contract Standard during staff holidays or absence through sickness or otherwise. GP.7.8 The Contractor shall be and shall ensure that every person employed by him in and about the provision of the Service is at all times properly and sufficiently qualified, experienced and instructed with regard to the Service and in particular:  GP.7.8.1 The task or tasks such person has to perform; GP.7.8.2 All relevant provisions of the Contract; GP.7.8.3 All relevant policies, rules, procedures and standards of the Authority which includes an absolute prohibition upon any person employed from soliciting any payment for the provision of the service except as may be provided by the Conditions. GP.7.8.4 All relevant rules, procedures and statutory requirements concerning health and safety at work. GP.7.8.5 Fire risks and fire precautions. GP.8 DISCRIMINATION GP.8.1 The Contractor shall not unlawfully discriminate within the meaning and scope of any law, enactment, order, or regulation relating to discrimination (whether in race, gender, religion, disability, sexual orientation, age or otherwise) in employment. GP.8.2 The Contractor shall take all reasonable steps to secure the observance of clause GP8..1 by all servants, employees or agents of the Contractor and all suppliers and Sub-Contractors employed in performance of this Contract. GP.9 HEALTH AND SAFETY GP.9.1 The Contractor acknowledges that it has been supplied with a copy of the Authority's rules regarding health and safety. The Contractor agrees to comply with these rules, and any additional rules made known to the Contractor from time to time by the Authority together with all applicable statutory rules and regulations regarding these matters. The Authority will be responsible for procuring that its employees and agents also comply with these rules and regulations. GP.9.2 Either party shall notify the other as soon as practicable of any health and safety hazards at the Authority's Premises of which it becomes aware. The Contractor will draw these hazards to the attention of the Contractor Personnel and will instruct those persons in connection with any necessary associated safety measures. GP.10 AGENCY GP.10.1 The Contractor is not and shall in no circumstance hold himself out as being the servant or agent of the Authority except as may be stated in the Special Conditions for the purposes therein specified or otherwise agreed in writing previously by the Authority. GP.10.2 The Contractor is not and shall in no circumstances hold himself out as being authorised to enter into any contract on behalf of the Authority, or in any other way to bind the Authority to the performance, variation, release or discharge or any obligation. GP.10.3 The employees of the Contractor are not, shall not hold themselves out to be and shall not be held out by the Contractor as being, servants or agents of the Authority for any purposes whatsoever. GP.11 BRITISH STANDARDS AND/OR INTERNATIONAL STANDARDS Where an appropriate British Standard Specification, British Standard Code of Practice issued by the British Standards Institution and/or any appropriate international standard is current, all goods used or supplied and all workmanship shall, as a minimum requirement and subject to any agreement in writing between the parties hereto otherwise, be in accordance with that Standard, without prejudice to any higher standard required by the Contract. Where British Standard is specified, the equivalent EC Standard or International Standard shall be equally appropriate PROVIDED ALWAYS that where the Contractor proffers articles or services said to meet national standards of another Member State, or an international standard recognised in another Member State and offering equivalent guarantees of safety, suitability and fitness for purpose the Contractor shall provide certified translations into English, of any foreign language documentation. GP.12 OBSERVANCE OF STATUTORY REQUIREMENTS The Contractor shall comply with all statutory and other provisions to be observed and performed in connection with the Service and shall indemnify the Authority against any claims made as a result of any failure in compliance. GP.13 GRATUITIES The Contractor shall not, whether himself, or by any person employed by him to provide the Service, solicit any gratuity, tip or any other form of money taking or reward, collection, or charge for any part of the Service other than bona fide charges approved by the Authority. GP.14 INDEMNITY AND INSURANCE GP.14.1 the Contractor shall take out and maintain or procure the maintenance of the Insurances in accordance with the provisions of the Schedule (Insurance Requirements). GP.14.2 The Contractor shall hold and maintain professional indemnity insurance cover and shall ensure that all professional consultants or Sub-Contractors involved in the provision of the Services hold and maintain appropriate cover. To comply with its obligations under this clause, and as a minimum, the Contractor shall ensure professional indemnity insurance held by the Contractor and by any agent, Sub-Contractor or consultant involved in the performance of Services has a limit of indemnity as set out in the Schedule (Insurance Requirements) for any occurrences arising out of each and every event. Such insurance shall be maintained for a minimum of six years following the expiration or earlier termination of the Contract. GP.14.3 The Contractor shall indemnify and keep indemnified the Authority against the injury to or death of any persons, or loss of or damage to any property, which may arise out of the act of default or negligence of the Contractor, his employees or agents and against all actions, claims, demands, proceedings, damages, costs, charges and expenses whatsoever in respect thereof, or in relation thereto, provided that the Contractor shall not be liable for, nor be required to indemnify the Authority against, any compensation or damages for or in respect of injuries caused by the Authority GP.14.4 Without thereby limiting his responsibilities under this Condition, the Contractor shall insure with a reputable insurance company against all loss of and damage to property and injury to, or death of, persons arising out of or in consequence of the Contractor's obligations under the Contract and against all actions, claims, demands, proceedings, damages, costs, charges and expenses in respect thereof. GP.14.5 The insurance in respect of personal injury or death of any person arising under a contract of service with the Contractor and arising out of an incident occurring during the course of such person's employment shall comply with the Employer's Liability (Compulsory Insurance) Act 1969 and the Road Traffic Act 1988 (as amended) and any statutory orders made thereunder. For all other claims to which this Condition applies, the insurance cover shall be such sum as the Contractor may choose in respect of any one incident. GP.14.6 The Contractor shall supply to the Authority immediately upon request copies of all relevant insurance documents necessary to comply with this Condition. GP.14.7 The Authority shall indemnify and keep indemnified the Contractor and insure with a reputable insurance company, or selfinsure, against the injury to, or death of, any persons, or loss of, or damage to, any property which may arise out of the fact, default, or negligence of the Authority, its employees or agents other than the contractor his employees and agents and against all actions, claims, demands, proceedings, damages, costs, charges and expenses whatsoever in respect thereof or in relation thereto. GP.15 PAYMENTS GP.15.1 At the intervals stated in the Special Conditions and Schedule the Contractor shall submit to the Authorised Officer an account in respect of work completed forming part of the Service. The account shall be presented in full form to include Value Added Tax details, additions, deduction, labour and materials, specification headings (if appropriate) and such other detail as the Authority may reasonably require. GP.15.2 Within 28 days from receipt of invoice, unless any other period is stated in the Schedule, the Authority shall pay the Contract Sum or such other amounts as may from time to time properly become due to the Contractor. GP.15.3 Subject to GP.18 where the Contractor enters into a Sub-Contract with a supplier or contractor for the purpose of performing the Contract, it shall cause a term to be included in such a Sub-Contract that requires payment to be made of undisputed sums by the Contractor to the Sub-Contractor within a specified period not exceeding 30 days from the receipt of a valid invoice, as defined by the Sub-Contract requirements. GP.16 VALUE ADDED TAX GP.16.1 In addition to the sum(s) specified in Condition GP.15 the Authority shall pay to the Contractor such Value Added Tax as may be properly chargeable by the Contractor in connection with provision of the Service. The Contractor shall issue a tax invoice in respect thereof. GP.16.2 Upon receipt by the Contractor of any payment made by the Authority being a payment including VAT the Contractor shall forthwith issue to the Authority an authenticated receipt in such form as may be required by the Value Added Tax Act 1994 ("the Act") or any amendment or reenactment thereof or by any Regulations made thereunder. GP.17 FLUCTUATIONS The Contract Sum and/or such of the rates and prices contained in any Schedule of Prices shall be reviewed only if, in the opinion of the Authorised Officer, the nature of the work required to be carried out by the Contractor varies sufficiently to cause the Contract Sum and/or prices contained within any Schedule of Prices to be inappropriate. GP.18 ASSIGNMENT AND SUBCONTRACTING GP.18.1 The Contractor shall not assign or subcontract the provision of the Service or any part thereof to any person without the previous written consent of the Authority, which consent shall be in the discretion of the Authority and, if given, shall not relieve the Contractor from any liability or obligation under the Contract GP.18.2 Except where the context cannot admit, reference in these Conditions to the Contractor or his employees or agents shall include any subcontractor of the Contractor (whether or not authorised under GP 18.1.2) and any of the subcontractor's employees or agents, and all acts, defaults or neglect of any sub-contractor shall be deemed in all respects to be the acts, defaults or neglect of the Contractor himself. GP.19 ANTI BRIBERY GP.19.1 The Contractor shall: GP.19.1.1 comply with all applicable laws, statutes, regulations, and codes relating to anti-bribery and anti-corruption including but not limited to the Bribery Act 2010 (Relevant Requirements); GP.19.1.2 have and shall maintain in place throughout the term of this agreement its own policies and procedures, including adequate procedures under the Bribery Act 2010, to ensure compliance with the Relevant Requirements and will enforce them where appropriate; GP.19.1.3 promptly report to the Authority any request or demand for any undue financial or other advantage of any kind received by the Contractor in connection with the performance of this agreement; GP.19.1.4 immediately notify the Authority (in writing) if a foreign public official becomes an officer or employee of the Contractor or acquires a direct or indirect interest in the Contractor (and the Contractor warrants that it has no foreign public officials as officers, employees or direct or indirect owners at the date of this agreement); GP.19.1.5 within 2 months of the date of this agreement, and annually thereafter, certify to the Authority in writing signed by an officer of the Contractor, compliance with this clause 19 by the Contractor and all persons associated with it under clause 19.2. The Contractor shall provide such supporting evidence of compliance as the Authority may reasonably request. GP.19.2 The Contractor shall ensure that any person associated with the Contractor who is performing services in connection with this agreement does so only on the basis of a written contract which imposes on and secures from such person terms equivalent to those imposed on the Contractor in this clause 19. 2 (Relevant Terms). The Contractor shall be responsible for the observance and performance by such persons of the Relevant Terms, and shall be directly liable to the Authority for any breach by such persons of any of the Relevant Terms. GP.19.3 Breach of this clause 19 shall be deemed a material breach of this Contract referred to as a serious breach in 19.5. GP.19.4 For the purpose of this clause 19, the meaning of adequate procedures and foreign public official and whether a person is associated with another person shall be determined in accordance with section 7(2) of the Bribery Act 2010 (and any guidance issued under section 9 of that Act), sections 6(5) and 6(6) of that Act and section 8 of that Act respectively. For the purposes of this clause 19 a person associated with the Contractor includes any subcontractor. GP.19A TERMINATION GP.19A.1 If the Contractor: - commits a serious breach of any of his obligations under the Contract, breaches any obligation after a written warning following persistent breaches of the same obligation or similar obligations, is the subject of a bankruptcy petition or order, or makes or proposes to make a composition or arrangement with all or any class of his creditors, or has a proposal in respect of his company for the voluntary arrangements for a composition of debts, or scheme or arrangement approved in accordance with the Insolvency Act 1986, has an application made under the Insolvency Act 1986 in respect of his company to the Court for the appointment of an administrative receiver, has a windingup order made, or (except for the purposes of amalgamation or reconstruction) a resolution for voluntary windingup passed, has a provisional liquidator, receiver, encumbrancer or manager of his business or undertaking duly appointed, has an administrative receiver, as defined in the Insolvency Act 1986, appointed, has possession taken, by or on behalf of the holders or any debentures secured by a floating charge, or any property comprised in, or subject to, the floating charge, is in circumstances which entitle the Court or a Creditor to appoint, or have appointed, a receiver, a manager, or administrative receiver, or which entitle the Court to make a windingup order - then in any such circumstances the Authority may, without prejudice to any accrued rights or remedies under the Contract determine the Contract by notice in writing having immediate effect. GP.19A.2 The rights of the Authority under Condition GP.19A are in addition to and without prejudice to any other rights the Authority may have whether against the Contractor directly or pursuant to any guarantee. GP.20 COMPENSATION AND RECOVERY OF SUMS DUE TO THE AUTHORITY GP.20.1. Wherever under the Contract any sum of money is recoverable from or payable by the Contractor (including any sum that the Contractor is liable to pay to the Authority in respect of any breach of the Contract), the Authority may unilaterally deduct that sum from any sum then due, or which at any later time may become due to the Contractor under the Contract or under any other agreement or contract with the Authority. GP.20.2 The Contractor shall make any payments due to the Authority without any deduction whether by way of set-off, counterclaim, discount, abatement or otherwise, unless the Contractor has a valid court order requiring an amount equal to such deduction to be paid by the Authority to the Contractor. GP.20.3 Where the Service (or any work in connection therewith) has to be completed by the Contractor by a particular date AND time therefor is, in the Special Conditions, expressed to be of the essence, the Special Conditions may provide for compensation to be paid by the Contractor to the Authority in default by the Contractor, as follows whether or not the Contract is also terminated: GP.20.3.1 a fixed sum upon default and/or GP.20.3.2 periodical sums; or GP.20.3.3 in the case of works or any part of the Service expressed to be completed before 31st March in any year and for which no budget provision by the Authority exists thereafter, the Contractor shall forego all of the Contract Sum not yet paid. GP.20.4 PROVIDED ALWAYS in the cases of GP.20.2.1 and GP.20.2.2 above the headings of loss shall be set out in the Special Conditions, the amounts shall be assessed to include only the amount(s) lost to the Authority, shall not include any penalty and may be indexable and/or carry interest. GP.21 NOTICES Any demand, notice or other communication required to be given hereunder shall be sufficiently served if served personally on the addressee, or if sent by prepaid first class recorded delivery post, or by telex, electronic mail or facsimile transmission to the registered office or last known address of the party to be served therewith and if so shall, subject to proof to the contrary, be deemed to have been received by the addressee on the second business day after the date of posting or on successful transmission, as the case may be. GP.22 WAIVER Failure by the Authority at any time to enforce the provisions of the Contract or to require performance by the Contractor of any of the provisions of the Contract shall not be constructed as a waiver of any such provision and shall not affect the validity of the Contract or any part thereof or the right of the Authority to enforce any provision in accordance with its terms. GP.23 SEVERANCE If any provision of the Contract shall become or shall be declared by any Court or competent jurisdiction to be invalid or unenforceable in any way, such invalidity or unenforceability shall in no way impair or affect any other provision all of which shall remain in full force and effect. GP.24 ARBITRATION GP.24.1 All disputes between the parties arising out of or connected with this Contract or the performance of the Contractor in the provision of the Service shall be referred to a single Arbitrator under the Arbitration Act 1996 to be agreed upon by the parties or in default of agreement to be nominated by the person stated in the Schedule or in the case of his incapacity by the Deputy President, VicePresident or other most senior representative. GP.24.2 The Arbitrator shall have full power to make any award which may have the effect of amending any notice, instruction or certificate or of giving or withholding consent or agreement in such manner as the Arbitrator shall think fit so as to give reasonable effect to the provisions of this Contract. GP.24.3 The decision of the Arbitrator shall be final and binding upon both parties to this Contract. GP.25 CUSTOMER COMPLAINTS GP.25.1 The Contractor shall deal with all customer complaints in a sympathetic, efficient and effective way and within the Councils complaints procedure. In particular, the Contractor shall GP.25.1.1. Maintain a proper system of recording complaints when they are received (by any medium); GP.25.1.2. Maintain accurate, up-to-date records of details of each complaint received which shall include the complainants name, address, nature of complaint, name of person dealing with the case, action taken to resolve it and any action taken to prevent recurrence; GP.25.1.3. Provide a timely and considered response to each complaint received; GP.25.1.4. Designate a named individual as the liaison officer for considering all complaints on behalf of the Contractor and be personally responsible for monitoring the progress of complaints to completion; and GP.25.1.5. Provide upon the request of the Authorised Officer background and detailed information about any complaint received by the Authorised Officer GP.25.2 The Contractor shall provide each month a report to the Authorised Officer of the complaints received and the action taken to resolve them including an up-date on those previously made and not yet resolved. If the Authorised Officer considers that further steps are necessary to minimise or prevent possible recurrence of valid complaints in any area of the provision of the Service he will consult the Contractor and attempt to agree what steps should be taken and when. In default of agreement he will notify the Contractor in writing of the relevant steps he requires the Contractor to take and the Contractor shall take such steps accordingly. GP.25.3. The Contractor shall refer the following forthwith to the Authorised Officer to deal with and shall liaise with the Authorised Officer as necessary to formulate a suitable and timely response in each case: GP.25.3.1. Enquiries or correspondence from the Local Government Ombudsman GP.25.3.2. Notification of any complaint made by anyone to the Local Government Ombudsman GP.25.3.3. Complaints in respect of which the Contractor has no control (e.g. Council Policy) or relevant to some aspect of delivery of Council Services other than the Service GP.25.3.4 Complaints of intimidation, harassment, assault, damage to property and unlawful entry GP.25.4. A complaint means an expression of dissatisfaction, however made, about the standard of service, action or lack of action by the Council or its staff or, in this context, its Contractors and their staff affecting an individual or group of individuals GP.26 DATA PROTECTION AND FREEDOM OF INFORMATION GP.26.1 DATA PROTECTION GP.26.1.1 The Contractor shall (and shall procure that any of its Staff involved in the provision of the Contract) comply with any notification requirements under the DPA and both Parties will duly observe all their obligations under the DPA, which arise in connection with the Contract. GP.26.1.2 Notwithstanding the general obligation in GP.26.1, where the Contractor is processing Personal Data as a Data Processor for the Authority, the Contractor shall ensure that it has in place appropriate technical and contractual measures to ensure the security of the Personal Data (and to guard against unauthorised or unlawful processing of the Personal Data and against accidental loss or destruction of, or damage to, the Personal Data), as required under the Seventh Data Protection Principle in Schedule 1 to the DPA; and (a) provide the Authority with such information as the Authority may reasonably require to satisfy itself that the Contractor is complying with its obligations under the DPA; (b) promptly notify the Authority of any breach of the security measures required to be put in place pursuant to GP.26.1.2; and (c) ensure it does not knowingly or negligently do or omit to do anything which places the Authority in breach of the Authority's obligations under the DPA. GP.26.1.3 The provisions of this clause shall apply during the continuance of the Contract and indefinitely after its expiry or termination. GP.26.2. FREEDOM OF INFORMATION GP.26.2.1 The Contractor acknowledges that the Authority is subject to the requirements of the FOIA and the Environmental Information Regulations and shall assist and co-operate with the Authority (at the Contractor's expense) to enable the Authority to comply with these Information disclosure requirements. GP.26.2.2 The Contractor shall and shall procure that its Sub-Contractors shall: (a) transfer the Request for Information to the Authority as soon as practicable after receipt and in any event within two Working Days of receiving a Request for Information; (b) provide the Authority with a copy of all Information in its possession or power in the form that the Authority requires within five Working Days (or such other period as the Authority may specify) of the Authority requesting that Information; and (c) provide all necessary assistance as reasonably requested by the Authority to enable the Authority to respond to a Request for Information within the time for compliance set out in section 10 of the FOIA or regulation 5 of the Environmental Information Regulations. GP.26.2.3 The Authority shall be responsible for determining at its absolute discretion whether the Commercially Sensitive Information and/or any other Information: (a) is exempt from disclosure in accordance with the provisions of the FOIA or the Environmental Information Regulations; (b) is to be disclosed in response to a Request for Information, and in no event shall the Contractor respond directly to a Request for Information unless expressly authorised to do so by the Authority. GP.26.2.4 In no event shall the Contractor respond directly to a Request for Information unless expressly authorised to do so by the Authority. GP.26.2.5 The Contractor acknowledges that the Authority may, acting in accordance with the Secretary of State for Constitutional Affairs' Code of Practice on the discharge of public authorities' functions under Part 1 of FOIA (issued under section 45 of the FOIA, November 2004), be obliged under the FOIA or the Environmental Information Regulations to disclose Information: (a) without consulting with the Contractor, or (b) following consultation with the Contractor and having taken its views into account. provided always that where clause 12.5(b) applies the Authority shall, in accordance with any recommendations of the Code, take reasonable steps, where appropriate, to give the Contractor advanced notice, or failing that, to draw the disclosure to the Contractor's attention after any such disclosure. GP.26.2.6 The Contractor shall ensure that all Information produced in the course of the Contract or relating to the Contract is retained for disclosure and shall permit the Authority to inspect such records as requested from time to time. GP.26.2.7 The Contractor acknowledges that any lists or Schedules provided by it outlining Confidential Information are of indicative value only and that the Authority may nevertheless be obliged to disclose Confidential Information in accordance with GP 26.2.5. GP.27 COUNCILS OWNERSHIP OF AND RIGHTS IN RESPECT OF DOCUMENTS GP.27.1 Unless otherwise agreed, the ownership of any documents or reports produced by theContractor, its subcontractors, employees and agents for all purposes envisaged by the or arising under this contract shall be vested in the Authority. Where anything is or has been created, conceived or developed before or during the course of this contract whether or not connected to this contract, including ideas, concepts, trade secrets, data, know-how, software, systems and methodologies ("Firm Knowledge") and is utilised in the course of producing our work or otherwise in providing our services, then any intellectual property rights in such Firm knowledge belong to us. Subject to payment of the Contractor's fees it grants the Authority a licence to use solely for your internal purposes any Firm Knowledge contained in our work, reports or documents provided that such use is limited to the purpose for which our work or documents is provided. GP.28 COMPUTER SYSTEMS AND SOFTWARE GP.28.1 The Contractor shall indemnify and hold harmless the Authority, its Officers, employees, agents and third parties against all losses, liabilities, claims, demands, damages, expenses and proceedings howsoever incurred or arising (including without limitation consequential loss of profits) directly or indirectly out of or in connection with the use by the Contractor of the computer system(s) of the Authority and/or the software run and data held thereon or the Contractors own computer systems, software and data. GP.28.2 The Contractor shall ensure that all information provided by the Contractor to the Authority under this contract by cable, fibre, disk, tape or any other format where the Authority requires a computer-generated format is in a format and form compatible with the Authoritys computer system(s) and software. GP.29 HUMAN RIGHTS GP.29.1 The Contractor shall (and shall use its reasonable endeavours to procure that its staff shall) at all times comply with the provisions of the Human Rights Act 1998 in the performance of this Contract. GP.29.2 The Contractor shall undertake, or refrain from undertaking, such acts as the Authority requests so as to enable the Authority to comply with its obligations under the Human Rights Act 1998. GP.29.3 In respect of any part of the Service which may be a public function, the Contractor may be a public authority for the purposes of section 6(3) of the Human Rights Act, 1998; in such circumstance, the Contractor shall not act in any way which is incompatible with a Convention right (therein defined) and shall indemnify the Authority in respect of any breach. GP.30 AUDIT GP.30.1 The Contractor shall keep and maintain until six years after the Contract has been completed, or as long a period as may be agreed between the parties, full and accurate records of the Contract including: (a) the Services provided under it; (b) all expenditure reimbursed by the Authority; (c) all payments made by the Authority. GP.30.2. The Contractor shall on request afford the Authority or the Authority's representatives such access to those records as may be required in connection with the Contract.  REF scambslogo \h  \* MERGEFORMAT   Part B Bidders Response Tender Document Bidders are asked to make the response to the Councils requirements by completing the following Sections (4 to 8) and returning it by:  REF ReturnDateTime \h  \* MERGEFORMAT (28/06/2013) no later than (13:00 Hours). Bidders should cross reference any other documents submitted with the Tender to the applicable section in this Tender Document so that it is easy for the evaluation team to identify the Bidders full response to each requirement. Section 4 - SOUTH CAMBRIDGESHIRE DISTRICT COUNCIL FORM OF TENDER To:  REF ReturnAddress \h  \* MERGEFORMAT Posted to:  TENDER FOR:  REF TenderTitle \h  \* MERGEFORMAT Information Technology Service Management (ITSM) System Tender I / We the undersigned, having examined the specifications are willing to execute the Whole of the work required for A: Concurrent Licences __________ B: Option Named Licences __________ (please explain these figures in 5.2 below) Company Name Company Address Company Registration No Telephone No. Email Address: Employee Name Date I / We understand that: This Tender shall be returned in the envelope provided so as to reach this office not later than  REF ReturnDateTime \h  \* MERGEFORMAT (28/06/2013) no later than (13:00 Hours). There may be a further selection stage of this Tender involving a presentation and interview/meeting. The lowest or any Tender will not necessarily be accepted by the Council and no allowance or payment will be made for making any Tender. We have examined and agree to the Tender, have submitted only one Tender and agree to the contract terms and it is our responsibility to ensure that the contract documents have been completed correctly. Section 5 - Questionnaire - Response to Contract Documents The following items match the award criteria specified in the table under paragraph 2.5.2 above. A typed attachment is acceptable providing it does not exceed the 2500 word limit. Brochures should not be included in the submission. ItemMethod Statement 1 - Written statements are required MarksScore 0-55.1 Please provide as an attached document a typed method statement (not exceeding 2500 words) about your organisations understanding of the brief and your proposals to undertake and complete the services required to meet the requirements of the Tender. 40%Please confirm how you will meet the requirements set out in the brief in particular: How your product will meet the specification; Bidders need to undertake the utmost care by reading and fully understanding section 1. Bidders are then asked to respond to the brief by indicating against the questions below how they comply with the requirements. Please note that in order to make sure that bids have comprehensively met the brief, the questions are in a different sequence and are worded slightly differently to cross check the compliance of the responses. Requirement Key: E = Essential, HD = Highly Desirable, D = Desirable. Requirement Do you comply with the requirement (Fully/Partial/No) F/P/N? Comments All questions below relate to the ITSMS: It must use ITIL process terms and align to ITIL Workflows E It must be browser-based and at the very least be compatible with Internet Explorer E It must integrate with Active Directory (LDAP Integration) E It must have a Microsoft SQL database E It must have the capability to give analysts different user profiles (E.G hide different departments calls, only show relevant information) E It must have the ability to support another Council as a shared service E It must have the ability to support more than one service area (E.G HR and ICT using the same system effectively) E It must have the ability to integrate with external data sources (E.G SharePoint and SQL) E It must have security controls in place to allow only authorised staff and users to view, open, modify, authorise and close records based on their role E It must have security controls in place that assigns such rights according to membership of a group E It must have the support to designate fields as mandatory. This must be able to be set at Administrator level E It must have the support to designate fields as mandatory, conditional upon another field being completed (E.G Resolution becomes mandatory, when status changed to Resolved) E It must provide the ability to create new fields rapidly, without programming expertise or accessing the Database E It must have out of the box reports E It must provide flexible creation of reports, via wizard E It must provide an audit trail for record information and updates (E.G work log with dates and times) E It must have functionality in place to automate notification and escalation to keep IT and users informed of potential issues or progress (E.G Email notification of Incident assigned to you) E It must contain a knowledgebase E It must use terms and definitions in align with ITIL terms and definitions E It must support external access via all user platforms (desktops and handheld) E.G. Staff can access from home E It should have the ability for third party apps to integrate into the product (E.G Self Service, Telephony data) HD It should support I-frames within the product (E.G embed views from third party software) HD It should archive closed calls HD It should allow users to track the progress of their own Incidents/requests HD It should have a Business Rules Wizard HD It should have the facility to colour code calls depending on priority escalation HD It should have a drag and drop interface when administering form views HD It should easily allow for other departments to use the software simultaneously HD It should prevent other departments from seeing each others calls when logged on HD It could have the functionality to be used on handheld devices like iPads & iPhones, enabling remote notification, entry and update of Incident records by support staff in the future D It could have customers photos on form views, so you can familiarise yourself with the customer D It could have the ability to allow identification of callers and screen popping of their details, from their telephone number , CTI D It must automatically create a distinct and unique identifier and number for each Incident Record? E It must automatically update the date and time of the Incident registration or logging, and all updates throughout the lifecycle of the Incident Record? E It must have a field or fields to capture contact information of the person reporting an Incident and preferred method for notification on the Incident Record E It must allow an Incident Record to be assigned to an individual or group E It must have fields on the Incident Record for the inputting of Incident description and symptoms E It must have the capability to achieve rapid recording, classification and linking of Incidents for multiple related Incidents (E.G using templates) E It must be able to facilitate Major Incident management, by allowing 1 parent Incident to be linked to numerous child Incidents E It must have the ability to record urgency, impact and priority fields, which can be defined by the user E It must have the ability to calculate the priority based on the Impact and Urgency chosen E It must have a status field on the Incident form to monitor the call through each stage E It must be able to automate time stamps on when a call is Resolved and Closed E It should have the functionality to open calls via various methods. (E.G manually via Service Desk agent, user completion from an intranet form, or automated via email system alert HD It should have detailed related fields for Incident Entry, dependent on chosen category (E.G Hardware > Printer would bring up related Printer issues) HD It should have a tiered categorisation structure, allowing identification of a service, system or component HD It should be able to distinguish between an Incident and a Service Request easily HD It should have a field or fields to identify the reporting source of the Incident on the Incident Record. (E.G person, department, organisation, location, monitoring tool (event) HD It should have a notice board facility on the Self Service Portal for customers HD It should have the facility to close child incidents by closing parent incidents HD It should be easy for Knowledge Base answers to be copied into the resolution, potentially with 1 click HD It should be able to search the Knowledge Base using the Incident Description HD It could have the functionality to provide a wizard for diagnosing calls to the staff member and customer D It could have a Google Search facility inbuilt in the software for staff to search resolutions D It must send relevant communication to staff and customers on the progress of calls E It should facilitate the creation, modification, fulfilment and closure of Service Request records HD It should provide a pre-defined list of services which can be requested by customers HD It should have a well-designed interface, making it easy for users to find services and order from a standard menu of pre-defined service options HD It should allow for the customer to open a Service Request through the Service Catalogue interface HD It could allow the customer to submit service requests, get detailed request status visibility, and cancel service requests that are no longer necessary D It must support the management of Service Level Agreements E It must facilitate the automation and management of service level targets in terms of automated business rules, alerts, escalations and notifications E It should facilitate reporting against SLA requirements (E.G reports of service achievements against SLAs HD It should facilitate the production of real time performance dashboards related to service and process metrics HD It must facilitate the recording and storage of Request For Changes (RFC) in an easily accessible format E It must facilitate the monitoring and tracking of the lifecycle of a Change request E It should facilitate the ability to control, read, write, and modify access for Change Management staff, to update Change records throughout the Change lifecycle HD It should allow only authorised personnel to submit RFCs HD It should facilitate the ability to reject Changes HD It should facilitate the recording of impact assessment information within the Change record in order to support the Change authorisation process HD An in system messaging facility between agents HD The System must be a commercial off the shelf solution E Self Service must work out of the box E The solution must be an on premise solution E Where the option of named licence is provided SCDC must have the ability to re-issue any named licence without constraints E The solution must have the ability to incorporate RSS feeds within the product HD The ITSMS must provide readily available statistical and graphical information on call volumes, status, agent, customer, category, open, closed, cancelled, call source (self-service, phone, e-mail, drop-in etc.). E The ITSM must have a facility to record 1st time fix E The reports must be available in HTML, PDF, Excel, CSV and XML E Reports must be available to different groups of agents and self-service without administrator intervention. E Should have the ability to integrate with Outlook 2010, Doodle or other online resources for SCDC agents. HD b) how the service will operate and where from; c) your timetable and project management proposals ensuring you detail how you will ensure that the project is managed on time; d) the team that will provide the services and a brief summary of their experience and e) contingency plans for equipment breakdowns or unforeseen delays;  5.2Breakdown of pricing No Marks this is to cross check the logic of pricing in section 4Explanation of your pricing (Section 4): Full breakdown of all costs. A: Concurrent Licences Product / Service Volume Unit Cost Total Cost Notes SOFTWARE Core Software 0 0 0 Concurrent Licences 15 0 0 Reporting Software 0 0 0 Other 0 0 0 Sub Total Software 0 SERVICES Project Management 0 0 0 Installation 0 0 0 Consultancy/Configuration 0 0 0 Training 0 0 0 Implementation 0 0 0 Support 0 0 0 Expenses and mileage 0 0 0 Other 0 0 0 Sub Total Services 0 ANNUAL SUPPORT & RUNNING COSTS YEAR 1 Volume Unit Cost Total Cost Notes Core Software 0 0 0 Support 0 0 0 Licences/Support cost 15 0 0 Reporting Software 0 0 0 Software Upgrades 0 0 0 Helpdesk Service 0 0 0 Other 0 0 0 Running Costs (add lines below if necessary) 0 0 0 Sub Total Annual Support. & Running Costs YR1 0 0 Annual support uplift % note: on-going years shall be adjusted on an annual basis on each anniversary of the commencement date and will be subject to the annual figure. (Where RPI/X or CPI is used) For the sake of scoring all tenders will be scored as if the RPIX/CPI is fixed. e.g.: (RPIX) % ANNUAL SUPPORT YEAR 2 Onwards Volume Unit Cost Total Cost Notes Annual Support & Running Costs YR2 0 Annual Support & Running Costs YR3 0 Annual Support & Running Costs YR4 0 Annual Support & Running Costs YR5 0 Sub Total Annual Support & Running Costs YR2 to 5 0 Grand Total (5 year costs) used for evaluation. 0 Place this figure in Section 4 A: Concurrent Licences Grand Total B: Option Named Licences Product / Service Volume Unit Cost Total Cost Notes SOFTWARE Core Software 0 0 0 Named Licences 25 0 0 Reporting Software 0 0 0 Other 0 0 0 Sub Total Software 0 SERVICES Project Management 0 0 0 Installation 0 0 0 Consultancy/Configuration 0 0 0 Training 0 0 0 Implementation 0 0 0 Support 0 0 0 Expenses and mileage 0 0 0 Other 0 0 0 Sub Total Services 0 ANNUAL SUPPORT & RUNNING COSTS YEAR 1 Volume Unit Cost Total Cost Notes Core Software 0 0 0 Support 0 0 0 Licences/Support cost 25 0 0 Reporting Software 0 0 0 Software Upgrades 0 0 0 Helpdesk Service 0 0 0 Other 0 0 0 Running Costs (add lines below if necessary) 0 0 0 Sub Total Annual Support. & Running Costs YR1 0 0 Annual support uplift % note: on-going years shall be adjusted on an annual basis on each anniversary of the commencement date and will be subject to the annual figure. (Where RPI/X or CPI is used) For the sake of scoring all tenders will be scored as if the RPIX/CPI is fixed. e.g.: (RPIX) % ANNUAL SUPPORT YEAR 2 Onwards Volume Unit Cost Total Cost Notes Annual Support & Running Costs YR2 0 Annual Support & Running Costs YR3 0 Annual Support & Running Costs YR4 0 Annual Support & Running Costs YR5 0 Sub Total Annual Support & Running Costs YR2 to 5 0 Grand Total (5 year costs) used for evaluation. 0 Place this figure in Section 4 B: Option Named Licences Grand Total  5.3REFERENCES Note the Councils will check 3 references 50% marks will be allocated for relevance and 50% of marks on the feedback provided by previous clients.Marks 20%5.3.1 Please provide a minimum of 3 references. These will be scored on the actual feedback from the referee as well as how comparable the services provided to the referee are to the brief.Name of Client(s) Address:Telephone:Email and Name of person to contact: Description of services providedContract dates (From To)Annual Value of Contract ()       Section 8 Return Envelope Cover Please affix this page to the envelope of your Tender return The Reception Desk South Cambridgeshire District Council South Cambridgeshire Hall Cambourne Business Park Cambourne, Cambridge, CB23 6EA SHAPE \* MERGEFORMAT  TENDER DOCUMENTS To Be Received By No Later Than Closing date for submission of Tenders to South Cambridgeshire District Council,  REF ReturnDateTime \h (28/06/2013) no later than (13:00 Hours) Instructions for SCDC Staff: This envelope MUST NOT be opened, please deliver it to Reception.     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h2aJh)htaJh)htaJmH sH hv]hv]aJjh)h5U\aJ%jh)ht5U\aJh)ht5\aJjh)ht5U\aJY`ZaZbZZZ[[[[[;$If^`;gdf?gd);*$]^`;gdf? & F 7*$]^7`gdw-p =[T[U[][^[[[[[[[[[,\-\\\\\\\\\\\Ҽ~q`O!h-J5B*CJ\nH phtH !h_5B*CJ\nH phtH ht5B*CJ\phhxhtCJhxhtCJaJnH tH hCJaJnH tH h25B*CJ\phhK5B*CJ\phht5B*CJ\phh;ZhtCJhtB*CJphht5CJ\hc5CJ\h15CJ\h^=5CJ\[[[\\\cRIRR $IfgdK;$If^`;gdf?kd$$Ifl4\0#n/6@;0 04 laytXQ<\\4]b]__d[NE< $Ifgd $IfgdpP  & F$Ifgd $Ifgd-JkdɃ$$Ifl\0#n/6@;0 04 laytXQ<\]4]a]b]]]p^^^__\_______```8`J`N`^`p`t`u`ݸqg`YRg`Yg`YgHgHg`YhJhhzXB5\ h$5j5\ hJhhJh hJhh_hJhh_5\!h 5B*CJ\nH phtH 'hh5B*CJ\nH phtH !h5B*CJ\nH phtH !h-U5B*CJ\nH phtH !hpP5B*CJ\nH phtH 'h.R?h.R?5B*CJ\nH phtH !h65B*CJ\nH phtH !hT_~5B*CJ\nH phtH _[_\_h___$Y$If]Ya$gd K$ $$Ifa$gd K$ $Ifgd K$ $Ifgd ______NC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh__````NC555 $$Ifa$gd K$ $Ifgd K$kd>$IfK$L$l4\ !.=  f t0 =44 lapytJh``p`r`s`t`NC555 $$Ifa$gd K$ $IfgdzXBK$kd$IfK$L$l4\ !.=  f t0 =44 lapytJht`u`````NC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhu```````maqaraaaa1b5b6bbbb-c1c2cccc d ddddd3e7e8e]eaebeeeef f fffffff?gCgDgggg)h.h/hhhhhhhiii-i2i3iiiiiii(j-j.jjjj>kBkCkkkk-l1l2lll hJhhJh hJhh_hJhh_5\\``````NC555 $$Ifa$gd K$ $Ifgd K$kdx$IfK$L$l4\ !.=  f t0 =44 lapytJh``maoapaqaNC555 $$Ifa$gd K$ $Ifgd K$kd6$IfK$L$l4\ !.=  f t0 =44 lapytJhqaraaaaaNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhaa1b3b4b5bNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh5b6bbbbbNC555 $$Ifa$gd K$ $Ifgd K$kdp$IfK$L$l4\ !.=  f t0 =44 lapytJhbb-c/c0c1cNC555 $$Ifa$gd K$ $Ifgd K$kd.$IfK$L$l4\ !.=  f t0 =44 lapytJh1c2cccccNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhcc d d d dNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh ddddddNC555 $$Ifa$gd K$ $Ifgd K$kdh$IfK$L$l4\ !.=  f t0 =44 lapytJhdd3e5e6e7eNC555 $$Ifa$gd K$ $Ifgd K$kd&$IfK$L$l4\ !.=  f t0 =44 lapytJh7e8e]e_e`eaeNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhaebeeeeeNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJheeff f fNC555 $$Ifa$gd K$ $Ifgd K$kd`$IfK$L$l4\ !.=  f t0 =44 lapytJh f fffffNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhffffffNC555 $$Ifa$gd K$ $Ifgd K$kdܑ$IfK$L$l4\ !.=  f t0 =44 lapytJhff?gAgBgCgNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhCgDgggggNC555 $$Ifa$gd K$ $Ifgd K$kdX$IfK$L$l4\ !.=  f t0 =44 lapytJhgg)h,h-h.hNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh.h/hhhhhNC555 $$Ifa$gd K$ $Ifgd K$kdԔ$IfK$L$l4\ !.=  f t0 =44 lapytJhhhhhhhNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhhhiiiiNC555 $$Ifa$gd K$ $Ifgd K$kdP$IfK$L$l4\ !.=  f t0 =44 lapytJhii-i0i1i2iNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh2i3iiiiiNC555 $$Ifa$gd K$ $Ifgd K$kd̗$IfK$L$l4\ !.=  f t0 =44 lapytJhiiiiiiNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhii(j+j,j-jNC555 $$Ifa$gd K$ $Ifgd K$kdH$IfK$L$l4\ !.=  f t0 =44 lapytJh-j.jjjjjNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhjj>k@kAkBkNC555 $$Ifa$gd K$ $Ifgd K$kdĚ$IfK$L$l4\ !.=  f t0 =44 lapytJhBkCkkkkkNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhkk-l/l0l1lNC555 $$Ifa$gd K$ $Ifgd K$kd@$IfK$L$l4\ !.=  f t0 =44 lapytJh1l2lllllNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhll3m5m6m7mNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhll3m7m8mmmm(n,n-nnnn*o.o/oooop"p#p~pppppp/q3q4qqqqrrrrrrPsUsVs ttt_tdtetttt$u)u*uxu}u~uuuuMvQvRvvvvwwwjwowpwx x xmxrxsx yyyLyPyQyyyyWz\z]zz hJhh_hJhh_5\ hJhhJh\7m8mmmmmNC555 $$Ifa$gd K$ $Ifgd K$kdz$IfK$L$l4\ !.=  f t0 =44 lapytJhmm(n*n+n,nNC555 $$Ifa$gd K$ $Ifgd K$kd8$IfK$L$l4\ !.=  f t0 =44 lapytJh,n-nnnnnNC111$ h$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhnn*o,o-o.oNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh.o/oooooNC555 $$Ifa$gd K$ $Ifgd K$kdr$IfK$L$l4\ !.=  f t0 =44 lapytJhoop p!p"pNC555 $$Ifa$gd K$ $Ifgd K$kd0$IfK$L$l4\ !.=  f t0 =44 lapytJh"p#p~ppppNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhppppppNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhpp/q1q2q3qNC555 $$Ifa$gd K$ $Ifgd K$kdj$IfK$L$l4\ !.=  f t0 =44 lapytJh3q4qqqqqNC555 $$Ifa$gd K$ $Ifgd K$kd($IfK$L$l4\ !.=  f t0 =44 lapytJhqqrrrrNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhrrrrrrNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhrrPsSsTsUsNC555 $$Ifa$gd K$ $Ifgd K$kdb$IfK$L$l4\ !.=  f t0 =44 lapytJhUsVs t t ttNC555 $$Ifa$gd K$ $Ifgd K$kd $IfK$L$l4\ !.=  f t0 =44 lapytJhtt_tbtctdtNC555 $$Ifa$gd K$ $Ifgd K$kdި$IfK$L$l4\ !.=  f t0 =44 lapytJhdtetttttNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhtt$u'u(u)uNC555 $$Ifa$gd K$ $Ifgd K$kdZ$IfK$L$l4\ !.=  f t0 =44 lapytJh)u*uxu{u|u}uNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh}u~uuuuuNC555 $$Ifa$gd K$ $Ifgd K$kd֫$IfK$L$l4\ !.=  f t0 =44 lapytJhuuMvOvPvQvNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhQvRvvvvvNC555 $$Ifa$gd K$ $Ifgd K$kdR$IfK$L$l4\ !.=  f t0 =44 lapytJhvvwwwwNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhwwjwmwnwowNC555 $$Ifa$gd K$ $Ifgd K$kdή$IfK$L$l4\ !.=  f t0 =44 lapytJhowpwxxx xNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh x xmxpxqxrxNC555 $$Ifa$gd K$ $Ifgd K$kdJ$IfK$L$l4\ !.=  f t0 =44 lapytJhrxsx yyyyNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhyyLyNyOyPyNC555 $$Ifa$gd K$ $Ifgd K$kdƱ$IfK$L$l4\ !.=  f t0 =44 lapytJhPyQyyyyyNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhyyWzZz[z\zNC555 $$Ifa$gd K$ $Ifgd K$kdB$IfK$L$l4\ !.=  f t0 =44 lapytJh\z]zzzzzNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhzzz;{?{@{{{{;|@|A|z||||||K}P}Q}}}}}}}}}}~~~~~~~~~GKL)./3`c67:z{̸̸̸̸̸!h-U5B*CJ\nH phtH 'h.R?h.R?5B*CJ\nH phtH !h.R?5B*CJ\nH phtH hJhh_5H*\hJhh_5\ hJhhJh hJhh_Bzz;{={>{?{NC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh?{@{{{{{NC555 $$Ifa$gd K$ $Ifgd K$kd|$IfK$L$l4\ !.=  f t0 =44 lapytJh{{;|>|?|@|NC555 $$Ifa$gd K$ $Ifgd K$kd:$IfK$L$l4\ !.=  f t0 =44 lapytJh@|A|z|}|~||NC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh||||||NC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh||K}N}O}P}NC555 $$Ifa$gd K$ $Ifgd K$kdt$IfK$L$l4\ !.=  f t0 =44 lapytJhP}Q}}}}}NC555 $$Ifa$gd K$ $Ifgd K$kd2$IfK$L$l4\ !.=  f t0 =44 lapytJh}}}}}}NC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh}}}}}}NC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh}}~~~~NC555 $$Ifa$gd K$ $Ifgd K$kdl$IfK$L$l4\ !.=  f t0 =44 lapytJh~~~~~~NC555 $$Ifa$gd K$ $Ifgd K$kd*$IfK$L$l4\ !.=  f t0 =44 lapytJh~~~~~~NC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh~~NC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJhNC555 $$Ifa$gd K$ $Ifgd K$kdd$IfK$L$l4\ !.=  f t0 =44 lapytJhGIJKNC555 $$Ifa$gd K$ $Ifgd K$kd"$IfK$L$l4\ !.=  f t0 =44 lapytJhKLNC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh),-.NC555 $$Ifa$gd K$ $Ifgd K$kd$IfK$L$l4\ !.=  f t0 =44 lapytJh./0`7{NEEEE< $IfgdpP $Ifgd.R?kd\$IfK$L$l4\ !.=  f t0 =44 lapytJh{|}~ ;^`;gdf?akd$$Ifl0@;04 layt_ $IfgdpP{Ђοn]nL;!h}K5B*CJ\nH phtH !h} 5B*CJ\nH phtH !h65B*CJ\nH phtH !hs,R5B*CJ\nH phtH h5B*CJ\phh;ZCJaJnH tH h} CJaJnH tH h}KCJaJnH tH hhCJaJnH tH hhB*CJ\phhB*CJphhth h3/,hFIB*CJph!h_5B*CJ\nH phtH /B9 $Ifgdkd$$IflF0 ' _06    4 layt $If^gd} $IfgdX;$If^`;gdX ;^`;gdT_~./EFz{Ńƃ̻ݫzkzkz_kSkzkzkzkzCh|h<CJ\aJnH tH hHCJaJnH tH h<CJaJnH tH h|h<CJaJnH tH $h|h<OJQJ^JaJnH tH "h|h<5CJ\aJnH tH hHh}K5CJ aJ hHh<5CJ aJ mH sH !h;Z5B*CJ\nH phtH !h|5B*CJ\nH phtH !h}K5B*CJ\nH phtH !h\5B*CJ\nH phtH /FX_itz $$Ifa$gd<K$ $Ifgd<K$ $Ifgd}Kz{-" $Ifgd<K$kdS$IfK$L$lr84(ggggng]   t2(644 lBap2yt<5kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt< $Ifgd<K$ $$Ifa$gd<K$ $Ifgd<K$ $$Ifa$gd<K$$IfWDd`gd<K$ÃN=/// $$Ifa$gd<K$$IfWDd`gd<K$kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt<ÃŃƃكۃC2$ $$Ifa$gd<K$$IfWDd`gd<K$kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt< $Ifgd<K$ۃރ5kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt< $Ifgd<K$ $$Ifa$gd<K$ $Ifgd<K$ $$Ifa$gd<K$$IfWDd`gd<K$  NC22$IfWDd`gd<K$ $Ifgd<K$kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt< )kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt<$IfWDd`gd<K$$$IfWDd`a$gd<K$ !"}nZ$$IfWDd`a$gd<K$'$If`'gd<K$ekd$IfK$L$l0(&&\ t(644 lapyt<$IfWDd`gd<K$ $Ifgd<K$"#56?@AWX{|؄لOP]^ghiz{ׅ؅;<lmnopqstuv̼hDCJaJnH tH h|h<CJ\aJnH tH "h|h<5CJ\aJnH tH $h|h<OJQJ^JaJnH tH h|h<CJaJnH tH E"#68;>QF888 $$Ifa$gd<K$ $Ifgd<K$kd$IfK$L$lr84(&'&'n&]  t(644 lap2yt<>@AN@/$IfWDd`gd<K$kd.$IfK$L$lr84(f&&&n&]  t(644 lBap2yt< $$Ifa$gd<K$NPSVWX8kdy$IfK$L$lr84(&&&&n&]  t(644 lap2yt< $Ifgd<K$ $$Ifa$gd<K$Xrtwz{ $Ifgd<K$ $$Ifa$gd<K$$IfWDd`gd<K${|Q@222 $$Ifa$gd<K$$IfWDd`gd<K$kdx$IfK$L$lr84(&&&&n&]  t(644 lap2yt<F5' $$Ifa$gd<K$$IfWDd`gd<K$kdw$IfK$L$lr84(&&&&n&]  t(644 lap2yt< $Ifgd<K$8kdv$IfK$L$lr84(&&&&n&]  t(644 lap2yt< $Ifgd<K$ $$Ifa$gd<K$ $Ifgd<K$ $$Ifa$gd<K$$IfWDd`gd<K$τфԄׄQ@222 $$Ifa$gd<K$$IfWDd`gd<K$kdu$IfK$L$lr84(&&&&n&]  t(644 lap2yt<ׄ؄ل߄F5' $$Ifa$gd<K$$IfWDd`gd<K$kdt$IfK$L$lr84(&&&&n&]  t(644 lap2yt< $Ifgd<K$5kds$IfK$L$lr84(ffffnf]  t(644 lBap2yt< $Ifgd<K$ $$Ifa$gd<K$ $Ifgd<K$ $$Ifa$gd<K$$IfWDd`gd<K$-4>IONC5C5C $$Ifa$gd<K$ $Ifgd<K$kdx$IfK$L$lr84(ffffnf]  t(644 lBap2yt<OP^`cfNC555 $$Ifa$gd<K$ $Ifgd<K$kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt<fhiq@/$IfWDd`gd<K$kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt< $$Ifa$gd<K$qsvyz{5kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt< $Ifgd<K$ $$Ifa$gd<K${ $Ifgd<K$ $$Ifa$gd<K$$IfWDd`gd<K$Q@222 $$Ifa$gd<K$$IfWDd`gd<K$kd$IfK$L$lr84(&&&&n&]  t(644 lap2yt<ͅυC2$ $$Ifa$gd<K$$IfWDd`gd<K$kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt< $Ifgd<K$υ҅Յׅ؅5kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt< $Ifgd<K$ $$Ifa$gd<K$؅ $Ifgd<K$ $$Ifa$gd<K$$IfWDd`gd<K$N=/// $$Ifa$gd<K$$IfWDd`gd<K$kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt<13F5' $$Ifa$gd<K$$IfWDd`gd<K$kd$IfK$L$lr84(&&&&n&]  t(644 lap2yt< $Ifgd<K$369;<5kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt< $Ifgd<K$ $$Ifa$gd<K$<moqtv $Ifgd<K$ $$Ifa$gd<K$4$If^`4gd<K$vwxy{~NC5C5C $$Ifa$gd<K$ $Ifgd<K$kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt<vwJLMvwxԈވ߈2JKWXZɼۭۭۭۭ۞펁tlh<CJaJh<5CJ\nH tH hH5CJ\nH tH h|h<5CJ\nH tH h<5CJ\aJnH tH h|h<CJaJnH tH h|h<aJnH tH "h|h<5CJ\aJnH tH "h|h<5CJ\aJnH tH $h|h<OJQJ^JaJnH tH *NCC5C $$Ifa$gd<K$ $Ifgd<K$kd$IfK$L$lr84(ggffnf]  t(644 lBap2yt<f[M[ $$Ifa$gd<K$ $Ifgd<K$kdH$IfK$L$l\84(f3ffnf]  t(644 lBap(yt<·Շ߇~sssss $Ifgd<K$kd$IfK$L$lF4(F/fnf]  t(6    44 lBapyt<NC55 $$Ifa$gd<K$ $Ifgd<K$kd$IfK$L$lCr 84(f fuffnf]  t(644 lBap2yt<C2' $Ifgd<K$kd$IfK$L$lr 84(f fuffnf]  t(644 lBap2yt< $$Ifa$gd<K$ $$Ifa$gd<K$CEGJLMq5kd$IfK$L$lr 84(f fuffnf]  t(644 lBap2yt< $Ifgd<K$ $$Ifa$gd<K$qrsvwx5kd$IfK$L$lr 84(f fuffnf]  t(644 lBap2yt< $Ifgd<K$ $$Ifa$gd<K$Ո8kd$IfK$L$lr 84(& &u&&n&]  t(644 lap2yt< $Ifgd<K$ $$Ifa$gd<K$Ո׈و܈ވ߈8kd$IfK$L$lr 84(& &u&&n&]  t(644 lap2yt< $Ifgd<K$ $$Ifa$gd<K$W $IfgdHK$ $Ifgd<K$ $$Ifa$gd<K$WXYZstNEEEE: $Ifgd>FK$ $Ifgd}Kkd$IfK$L$lr 84(f fuffnf]  t(644 lBap2yt<Z]dstӉԉډ  1:;<=>FGKL^_hijЊъ%&'()*,-.нЮВЮнЮЮЮЮh|h`&CJ\aJnH tH h<CJaJnH tH h|h`&CJaJnH tH $h|h|OJQJ^JaJnH tH "h|h`&5CJ\aJnH tH h<CJaJhH5CJ aJ hHh<5CJ aJ 9 $$Ifa$gd>FK$-" $Ifgd>FK$kd$IfK$L$lr84(ggggng]   t2(644 lBap2yt|5kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt| $Ifgd>FK$ $$Ifa$gd>FK$ɉˉΉщӉ $Ifgd>FK$ $$Ifa$gd>FK$$IfWDd`gd>FK$ӉԉN=/// $$Ifa$gd>FK$$IfWDd`gd>FK$kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt|C2$ $$Ifa$gd>FK$$IfWDd`gd>FK$kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt| $Ifgd>FK$   5kd!$IfK$L$lr84(ffffnf]  t(644 lBap2yt| $Ifgd>FK$ $$Ifa$gd>FK$  $Ifgd>FK$ $$Ifa$gd>FK$$IfWDd`gd>FK$135NC22$IfWDd`gd>FK$ $Ifgd>FK$kd&$IfK$L$lr84(ffffnf]  t(644 lBap2yt|58:;)kd+$IfK$L$lr84(ffffnf]  t(644 lBap2yt|$IfWDd`gd>FK$$$IfWDd`a$gd>FK$;<=>GHIJK}nZ$$IfWDd`a$gd>FK$'$If`'gd>FK$ekd$IfK$L$l0(&&\ t(644 lapyt|$IfWDd`gd>FK$ $Ifgd>FK$KL_adgQF888 $$Ifa$gd>FK$ $Ifgd>FK$kdI$IfK$L$lr84(&'&'n&]  t(644 lap2yt|gijw@/$IfWDd`gd>FK$kd$IfK$L$lr84(f&&&n&]  t(644 lBap2yt| $$Ifa$gd>FK$wy|8kd$IfK$L$lr84(&&&&n&]  t(644 lap2yt| $Ifgd>FK$ $$Ifa$gd>FK$ $Ifgd>FK$ $$Ifa$gd>FK$$IfWDd`gd>FK$Q@222 $$Ifa$gd>FK$$IfWDd`gd>FK$kd$IfK$L$lr84(&&&&n&]  t(644 lap2yt|NJɊF5' $$Ifa$gd>FK$$IfWDd`gd>FK$kd$IfK$L$lr84(&&&&n&]  t(644 lap2yt| $Ifgd>FK$Ɋ̊ϊЊъ8kd$IfK$L$lr84(&&&&n&]  t(644 lap2yt| $Ifgd>FK$ $$Ifa$gd>FK$ъيۊފ $Ifgd>FK$ $$Ifa$gd>FK$$IfWDd`gd>FK$Q@222 $$Ifa$gd>FK$$IfWDd`gd>FK$kd$IfK$L$lr84(&&&&n&]  t(644 lap2yt| F5' $$Ifa$gd>FK$$IfWDd`gd>FK$kd$IfK$L$lr84(&&&&n&]  t(644 lap2yt| $Ifgd>FK$  5kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt| $Ifgd>FK$ $$Ifa$gd>FK$&(*-/ $Ifgd>FK$ $$Ifa$gd>FK$$IfWDd`gd>FK$./0xyŋƋ,-deŒԍՍ؍ٍ=>?@ABDGḪޏޏ"h|h|5CJ\aJnH tH h|h`&aJnH tH "h|h`&5CJ\aJnH tH hDCJaJnH tH "h|h`&5CJ\aJnH tH $h|h|OJQJ^JaJnH tH h|h`&CJaJnH tH 8/0V]grxNC5C5C $$Ifa$gd>FK$ $Ifgd>FK$kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt|xyNC555 $$Ifa$gd>FK$ $Ifgd>FK$kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt|@/$IfWDd`gd>FK$kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt| $$Ifa$gd>FK$5kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt| $Ifgd>FK$ $$Ifa$gd>FK$Ëŋ $Ifgd>FK$ $$Ifa$gd>FK$$IfWDd`gd>FK$ŋƋًۋދQ@222 $$Ifa$gd>FK$$IfWDd`gd>FK$kd $IfK$L$lr84(&&&&n&]  t(644 lap2yt|C2$ $$Ifa$gd>FK$$IfWDd`gd>FK$kd$IfK$L$lr84(ffffnf]  t(644 lBap2yt| $Ifgd>FK$5kd$$IfK$L$lr84(ffffnf]  t(644 lBap2yt| $Ifgd>FK$ $$Ifa$gd>FK$ $Ifgd>FK$ $$Ifa$gd>FK$$IfWDd`gd>FK$#%(+N=/// $$Ifa$gd>FK$$IfWDd`gd>FK$kd)$IfK$L$lr84(ffffnf]  t(644 lBap2yt|+,-Z\F5' $$Ifa$gd>FK$$IfWDd`gd>FK$kd.$IfK$L$lr84(&&&&n&]  t(644 lap2yt| $Ifgd>FK$\_bde5kd;$IfK$L$lr84(ffffnf]  t(644 lBap2yt| $Ifgd>FK$ $$Ifa$gd>FK$e $Ifgd>FK$ $$Ifa$gd>FK$4$If^`4gd>FK$NC5C5C $$Ifa$gd>FK$ $Ifgd>FK$kdN$IfK$L$lr84(ffffnf]  t(644 lBap2yt|ύӍԍNCC5C $$Ifa$gd>FK$ $Ifgd>FK$kd$IfK$L$lr84(ggffnf]  t(644 lBap2yt|ԍՍ֍׍؍f[M[ $$Ifa$gd>FK$ $Ifgd>FK$kd $IfK$L$l\84(f3ffnf]  t(644 lBap(yt|؍ٍ~sssss $Ifgd>FK$kd $IfK$L$lF4(F/fnf]  t(6    44 lBapyt|>@BNC55 $$Ifa$gd>FK$ $Ifgd>FK$kdB $IfK$L$lCr 84(f fuffnf]  t(644 lBap2yt|BEGHl2' $Ifgd>FK$kd9 $IfK$L$lr 84(f fuffnf]  t(644 lBap2yt| $$Ifa$gd>FK$ $$Ifa$gd>FK$lnpsuv5kd> $IfK$L$lr 84(f fuffnf]  t(644 lBap2yt| $Ifgd>FK$ $$Ifa$gd>FK$HsuvĎǎɎˎ̎]`fuv߽̭̂xrkaULh;ZhtCJh;Zht5@CJh;Zht5CJ h5CJ htCJhB*CJph!h}K5B*CJ\nH phtH h<5CJ\nH tH hH5CJ\nH tH h|h`&5CJ\nH tH h=5CJ\aJnH tH $h|h|OJQJ^JaJnH tH "h|h`&5CJ\aJnH tH h|h`&CJaJnH tH Ŏ5kdC$IfK$L$lr 84(f fuffnf]  t(644 lBap2yt| $Ifgd>FK$ $$Ifa$gd>FK$ŎƎǎʎˎ̎8kdH$IfK$L$lr 84(& &u&&n&]  t(644 lap2yt| $Ifgd>FK$ 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