Brief type Open: requiring strategic input and with freedom for creative thinking - secondary

(please tick) Prescriptive:research brief with specific guidance from client

Implementation: straightforward adaptations / updates to existing materials/
projects initiated and implemented elsewhere in XXXX - primary
Additional comments:
This RFP covers the following requests with respect to Robotic Process
Automation in JAPAC:
1) Migration of 22 existing processes from the JAPAC platform to the global
platform aligned to global platform standards/processes;
2) Build and deploy new bot intake
3) Maintain the apps on the global platform – troubleshoot, monitor performance
etc. (this excludes infrastructure support which will be provided by the global
platform)
Background The vital information that the agency needs to know and that gives them enough
context to understand the reason/ main driver for the project
Think about:
 market dynamic
 key organizational challenges
 historical information e.g. initiatives (good outcomes/ learnings) / earlier
objectives

This is a regionalproject covering RPA projects developed and deployed in JAPAC

by 2 teams, one based in Japan focusing on the Japan affiliate and the other
based out of Hong Kong covering the rest of Asia (‘APAC’ – Hong Kong Regional
office, S. Korea, Australia).
24 RPA projects have been implemented in Japan, Hong Kong, Australia, Korea
across different functions (HR, Finance, Safety, PMS). They have been deployed
using Automation Anywhere (AA) 10.5.
Most projects involve using Outlook, email, sharepoint and BOX and primary
systems accessed for download of data are SAP, Spotfire, Microsoft office. In
addition, the bot may access local government websites in Korea and a 3rd party
(partner company) system in Japan. Project details are in the BOX inventory lists
(appendices 1a and 1b). Currently the processes may involve, based on different
projects, downloading data from XXXX systems or from external websites,
massaging them into certain formats, running macros, preparing reports and
sending/receiving emails from XXXX users.
The JAPAC RPA initiative kicked off mid 2017 using AA 10.5 as the platform.
Following successful RPA deployments and the setup of the CoE in JAPAC, the
global platform was set up (using AA 11.0) with the objective to scale the initiative.
There was a directive to move the JAPAC RPA projects (hereafter called “bots”) to
the global platform. This migration would also address the audit remediation
request to align the JAPAC RPA initiative to XXXX’s ITIL standards.
In the trial phase, 2 bots, 1 each from Japan and APAC, will be migrated. We will
use the learnings from this trial migration to sort out any technical issues, potential
roadblocks etc in the migration process. These 2 bots do not form part of this
assignment, the 22 remaining bots do.
All new RPA intake is currently on hold in JAPAC while the global platform is being
updated to accept/manage the migrating JAPAC RPA bots. We expect that we will
be able to take on new intake on the global platform starting Sept 2019. By this
date we would have completed the trail phase (2 bots) migration and expect to
have worked out any kinks in the system/process so as to migrate the rest of the
bots (Wave 2) to the global platform.
Project What is the key aim of the regional team when you are pulling this scope
Context together? What is the greater purpose is this initiative going to serve?
The key aim of this project is to migrate the JAPAC bots to the global platform in
alignment with XXXX ITIL standards and confirm the methodology for future
intake on JAPAC bots on the global platform. In addition, this project also seeks to
set up the support model at an application level for JAPAC bots.
RPA supports and enables XXXX’s 2027 Ambition and is expected to increase
productivity and compliance. In addition, JAPAC is a high growth region with
increased competition for talent, therefore leveraging RPA to take on manual
processes helps improve the human workforce experience (focusing on value
added work) and drive efficiencies, cost savings (current and offset of future
costs). The global platform has been set up < than a year ago and is currently in
the process of developing the necessary capabilities and talent to achieve these
goals.
It is expected that the RPA in JAPAC is executed using an agile and fit for purpose
approach.
Project What is the key, final deliverable that you want the agency to provide to XXXX at
Objectives the end of the project?
At the end of this assignment, we expect that the provider will do one or more of
the following:
1) Successfully migrate the 22 existing bots from JAPAC AA 10.5 platform to
the global AA 11.0 platform – from Sep to Dec 2019
2) Effectively build and test and support deployment of fit-for purpose bots for
JAPAC using a lean and agile approach – commencing Sep 2019 onwards
3) Provide best practices for effective bot building and testing – from Sep
2019 to Dec 2019 and onwards
4) Support the post-deployment phase including trouble shooting etc. – from
Sep 2019 onwards leveraging ITIL processes and XXXX tools. The first
contract will be fixed for a year.

Note: unless specifically indicate as JAPAC RPA, it is assumed that “XXXX” refers to the global RPA
platform.

For items 1 and 2 above:

1. Review and update information in the PDD (Process Design Document –
appendix 2) for each bot
2. Create the TDD (Technical Design Document – appendix 3) with technical
specifications for each bot, and review with XXXX IS and Security
departments
3. Provide and conduct the test protocol for system and user tests. Leverage
XXXX testing tools. Gain confirmation from XXXX users of successful
tests.
4. Provide Hypercare for 8 weeks following initial “go-live” of the bots
5. Provide training documentation and information for ongoing operation of
the bots
6. Provide liaison support between XXXX business users and own
development team for questions, clarifications and support during
development and testing
7. Manage the overall change and ITIL process at XXXX for each of the bots.
8. Provide overall communication of project status, risks and issues on a
weekly basis
9. Creation of User Manual and relevant documentation to hand over to
support organization
Roles and Responsibilities are laid out below:
Action XXXX Provider
• Provide and confirm access to • Conduct and project manage
XXXX test environment development sprints to build
• Provide process support during automations according to PDDs
automation build to clarify process (Product Design Documents –
flow questions, new pathways, appendix 2) and TDDs (Technical
Build and Test exceptions encountered, etc. Design Document – appendix 3)
• Assist with testing the automation, referenced above with appropriate
developing test scenarios, and approvals
confirmation of automation • Identify test requirements,
accuracy through test outputs develop test scenarios and scripts,
and execute ‘Bot testing

• Determine next steps for • Plan go-live activities and

automation (e.g., go/no go complete a go-live readiness
decision and resources for checklist to prepare automation
deployment, owner of push to configurations for a seamless
production, etc.) transition from development and
testing environments to
production environments
Deploy • Produce a production ready code
base that XXXX can use to
promote to production
• Conduct live-proofing test runs in
XXXX production environment and
monitor for a short term
Hypercare period (8 weeks) to
validate operations and overall
stability

• Provide infrastructure support and • Transition automations from

determine appropriate development to production by
architecture/access for production working with the business owners
environment (Provider and XXXX IS to obtain final sign-off,
implementation resources will be indicating agreement that the
automation is performing as
deployed after all the
expected
infrastructure setup is completed
• Support XXXX as needed in
Transition and the required access is
ensuring all security, compliance,
established and tested) legal, and organizational readiness
• Assist in validating connectivity to requirements have been fulfilled
systems involved in production
deployments
• Ensure all security, compliance,
legal, and organizational readiness
requirements have been fulfilled
• Review reports and outcomes of • Following deployment, provide 8
automation activities, monitoring week hyper-care/transition to a
automation performance, support team (if different) to
Stabilize
escalating issues, and assisting reduce risks associated with the
with automation stabilization as transition of support
needed

Knowledge Management • Ensure projects summaries and • Provide all required project related
best practices are readily available documentation on a timely basis
and transparent across XXXX • Develop, apply and report on best
practices
• Conduct knowledge management
sessions with the respective
provider support staff.

MANAGEMENT AND GOVERNANCE

• Provider is not responsible for delays or additional scope that results from
other projects XXXX may have in progress
• Provider will promptly notify XXXX if there is an anticipated impact to the
 Project due to unavailability of XXXX resources
• XXXX will be responsible for communicating engagement objectives to all
stakeholders
• Specific XXXX support for the migration part of this proposal:
• XXXX IS leadership will provide full sponsorship and support for the
Project, including approval of budget, resources, and timing. XXXX IS
leadership will receive periodic Project updates, at least on a monthly
basis
• The active involvement and ultimate ownership by XXXX of the migration
portion of this proposal will be a critical success factor. The success of new
intake of bots requires that XXXXbusiness owners and decision makers be
available, engaged, and involved throughout.
• Provider assumes that the XXXX leadership team will be able to resolve
issues within three (3) business days to avoid delays in the engagement
timeline

TECHNOLOGY INFRASTRUCTURE EXPECTATIONS

To enable an efficient timeline for this initiative, XXXXshall ensure ongoing
readiness of technology platforms throughout the Project. XXXX must enable the
development, test and production environments and related system access
requirements for developers / Bot IDs one week prior to the start of development,
testing and production deployment phases respectively. Specifically, this means
the following activities have occurred:
• Provider to provide capacity expectation around how many
machines/developers etc will need access at kick off of project
• Provider will ensure that appropriate utilization occurs for Automation
assets and ensure its optimally set up to run automations with minimal
number of Digital workers
• Provider will provide technology, software and data expectations at kick-off
to ensure appropriate measures can be taken by XXXX team for readiness
for development.
• XXXX to create virtual machines for each Provider developer and tester
and install required software, such as the RPA vendor license, RPA vendor
control room software, SQL server database developer, MS Office,
recording software, ERP/CRM, as required
• XXXX to establish access credentials (e.g. security paperwork, MFA, etc.)
and bot credentials (service accounts)
• XXXX to grant appropriate VM and application access by user and bot ID
across development, test and production environments
• XXXX to ensure test data is available or readily accessible for in-scope
processes
• XXXX to ensure the dev, test and production environments match (for
each automation walk through the process with each relevant ID and
check that all access is set up as required)
• XXXX to provide all necessary enablers to build the automations (e.g.
macros, sample documents, data tables, etc.)
• The procurement of platforms and application licensing for the In-Scope
Applications, as well as all XXXX owned support tools is the responsibility
of XXXX and is provided at no cost to Provider.
• XXXX will provide Provider resources training on any XXXX-owned tools
that are necessary for support of the Project Environment issues that are
outside of the planned maintenance / downtime schedule and delays in
fulfilling environment / infrastructure requests will need to be assessed for
 potential schedule impacts.
• XXXX will provide the necessary software and hardware to perform
automated tests. XXXX confirms that there are no known differences
between the Dev/Test and Production instances of various
applications/tools/websites. If any differences are discovered that impact
the development/test timeline will need to be addressed.

PROJECT SETUP EXPECTATIONS

XXXX will perform the following steps prior to the start date:
• Provide necessary information regarding the prioritized processes /
automations such as process scope, description and process maps – done
by JAPAC RPA
• Enable systems and technology access including applications, VPN,
laptops (if required), virtual environments, vendor software installs and
other 3rd party licenses
• Individuals’ access will be provisioned within two (2) days, once staff is
onboarded

PROCESS DESIGN DOCUMENTS

• Changes to solution design after Business Process Owner / SME approval
of the PDD(appendix 2) or comments from XXXX on the PDD will be
addressed through a Change Order.

TESTING AND DEPLOYMENT

• XXXX will test access credentials for applications / systems prior to PDD
sign-off
• XXXXwill resolve performance and connectivity issues in a timely manner
partnering with Provider
• XXXX JAPAC RPA will nominate members who will conduct UAT to run a
pre-defined set of test cases
• Defects identified during UAT will only be classified as defects if the
requirement is noted in the PDD(appendix 2); if the requirement is not
noted in the PDD, a Change Request will be needed before the issue can
be addressed
• XXXX is responsible for deploying the configured bots into production
• Provider is responsible for following XXXX test practices and tools to
capture testing results
• XXXX will initiate deployment of bots immediately upon receipt of the code
package from the development team

SECURITY AND TEST DATA

• Provider will coordinate with app owners to provide appropriate, staged
test data before PDD (appendix 2) sign-off for use in dev and test
environments
• Provider will not be responsible for creating test data to maintain
independence of test results
• XXXX will provide a stable development environment with production-like
data and setup
• Security and risk assessment requirements for the individual bots will be
managed by XXXX JAPAC RPA. Delays in obtaining the needed approvals
beyond the communicated timeline may impact the overall Project timeline
 and could result in a Change Request

VENDORS
• Vendor-related security reviews will be conducted by the XXXX security
team
• XXXX will provide required capabilities for any third party / bolt-on
applications not included in the scope of the Services
Project Describe the technical scope – what’s in and what’s out (this is key so the agency
Scope does not propose something beyond what we require/ under propose the
deliverables)
Describe the countries/ geographies and functions where applicable
Possibility of scaling up or down (if we need to reduce the scope or expand the #
of countries)
This project covers apps that are (by the end of 2019) to be launched across
JAPAC using AA 11.0.
Infrastructure provided by XXXX are AWS / EC2 workspaces and the ITIL
processes.
This RFP includes a request for App level support across JAPAC. Language
considerations are primarily English and Japanese.
Bot monitoring, minor changes, and resolution to bot breakdowns. The vendor is
requested to provide a breakup of service level based on their prior experience of
bot management – using nature of breakdown, urgency and impact. A
communication/escalation algorithm should be provided if bot related issues can’t
be solved. Vendor will be provided with “view” and not “edit” access to the
production environment.
Raise/monitor/address relevant tickets through service-now relating to requesting
access to XXXX systems, enhancement requests by users, etc
Aside from the objectives listed in the section above, the deliverables also include
the documentation required by XXXX (samples attached) and the user manual.
We also require a robust system sustainability process (data maintenance,
performance monitoring, system expansion, etc).
Exclusions in this RFP, provided centrally by XXXX:
- Platform support, required licences, infrastructure (e.g. AWS, EC2)
- Deployment of bots to production environment
Application / What will the agency need to work on (the technical specifics) – what they need to
Software follow as XXXX’s must-haves, or constraints they must work on (ie they need to
Scope, build and maintain everything on SalesForce)
includes XXXX’s IS and security guard rails and must-comply rules
controls/ Anything else you think the agency must know/ be aware in order to be able to
compliance propose a workable solution
requirements The bots need to connect to XXXX systems (detailed description in the current bot
inventory list – appendices 1a and 1b).
Bots need to be built and managed on AA 11.0
Service-now system to be used for incident management and access requests
XXXX ITIL and change management processes to be followed
Relevant documentation and support provided by provider in order for security,
data privacy and architecture design of the solution to comply with XXXX
standards.
Testing and This applies mostly for projects where we have changeover of systems or
Hypercare introducing something new that will require user acceptance testing, hyper care
period, so please detail what we will require in those cases.
And trainings elements or on-site support if required
 Provide and conduct the test protocol for system and user tests.
The supplier needs to manage testing using necessary test scripts, workflow
checks, user acceptance tests, etc. The supplier is to work alongside XXXX test
users to complete testing exercise within the project period and be responsible in
providing documentation that includes (but not limited to) test plans and test
reports.Gain confirmation from XXXX users of successful tests.
Provide hypercare and support for an appropriate duration post-launch (eg.8
weeks) and be available to work through teething problems during this time.
The supplier needs to provide user training manual on use of bots.
Proprietary What belongs to XXXX and what belongs to the agency
information, Content, analytics, licences, collaterals provided by XXXX, re-usable assets built
Knowledge e.g. metabots, process (how algorithms work), materials & deliverables belong to
Transfers XXXX.
All XXXX tools, information systems and data used for testing are proprietary
information.
Supplier to provide success parameters for both build and run phases as part of
contract documentation.
Mandatories Anything else that is mandatory for the agency to follow through? GSS would
& executional usually propose for agencies to work with our standard contract template. We
guidance provide them during the RFP to review so we hope to reduce elements to
negotiate when it comes to contracting
XXXX contract template is to be used.