South African Airways

(SOC) Ltd

Request for Information

for the provision of a Customer

Loyalty Application

RFI-GSM046/18

REQUEST FOR INFORMATION

Instructions on Completion of Request for Information Document.

Section 2 is to be completed by the vendor.

SAA will accept any information you can offer on the commodity as stated.

This request for information must be completed in English and the prices must be

stated in South African Rand.

SECTION #1

Request for Information Details

1. Background

South African Airways (SAA) Voyager is a Customer Loyalty programme owned by SAA

(SOC) Limited and serves as the Frequent Flyer Programme (FFP) for: SAA, SA Express

(SOC) Limited, and Airlink Proprietary Limited. Mango (SOC) Limited, SAA’s wholly owned

low-cost carrier, is a high customer value-ranked redemption partner of the programme.

Launched during 1994, the programme offers its more than 1 million members opportunity to

earn and spend Miles (the program’s reward currency) from 67 programme partners. The

programme boasts more than 35 airline partnerships, including the Star Alliance global

network which gives members access to more than 1 300 destinations in more than 190

countries.

SAA Voyager is the first revenue-based Frequent Flyer Programme on the African continent.

SAA Voyager members worldwide earn Miles for travel on flights operated by SAA based on

the ticket price (base fare and carrier-imposed fee) rather than the distance travelled. Under

the SAA exclusive earning structure, members receive one SAA Voyager Mile per ZAR 1.60

spent, and the accumulation of Miles under this earning structure counts towards Tier status.

SAA Voyager furthermore boasts a dual approach to flight redemptions: revenue-based

(Dynamic Awards) as well as the classical flat-rate mileage (Star Alliance, other airlines,

Upgrade and SAA JourneyBlitz) Awards.

1.1 Business Requirement

The primary objective is to:

Source a suitable end-to-end user-friendly system fully oriented to support, maintain

and manage the SAA Customer Loyalty Programme. The system should include

innovative features that allow SAA to accurately maintain the program information,

keep member activities and provide all the functions that a member expects to find in

the SAA Loyalty website.

Requirements breakdown:

1. Multi program capability (e.g. individual, corporate, etc.)

2. Multi tender capability (i.e. Miles, points, coupons/vouchers, and other loyalty

tenders)

3. Individual member account management

4. Community account management (i.e. grouping of earning of Miles and tiering) and

inter-account association capabilities

5. Complete customer profile across all systems

6. Customer Lifecycle management

7. Customer engagement (Case Management)

8. Full workflow with skillset-based task delegation, and Delegation of Authority (DOA)

for approvals

9. Direct and broadcast user alerts / messaging

10. Document imaging and storage

11. Fulfilment management

12. Interactive Voice Recognition (IVR) integration and Computer Telephony Integration

(CTI) capability

13. Personal and demographic member data management

14. Flexible member preferences configuration

15. Advanced business rules engine

16. Easy configuration of manual and automated Bonuses and promotions

17. Offer Engine capability to automatically present a rule-based ‘next best offer’.

18. Account statement generation and distribution in protected PDF or another similar

format

19. Newsletter generation and distribution with rule-based dynamic content from library

(e.g. based on nationality, language, age, gender, balance, specific preferences, etc.)

20. Program management

21. Partner management

22. Easy definition of air and non-air rewards

23. Air and Non-Air Partner Accrual management

24. Air and Non-Air Redemption management

25. Multi-partner packaged awards management (including fulfillment)

26. Multiple balance buckets per Mileage accrual source

27. Purchase and transfer Miles, with payment gateway integration capability

28. Cater for different Mile expiration criteria and periods

29. Multi member tiering capabilities

30. Programme reporting including financial reporting to enable compliance with IFRS

15.

31. Accounting and reconciliations at activity level

32. Automatic partner billing validation and reporting

33. Fraud detection and prevention

34. Full audit capability

35. Dynamic Communication and campaign Management

36. Social media integration

37. Personalised and customized communications

38. Effective electronic tracking of all customer engagement

39. Customer Relationship Management (CRM)

40. Full integration with various SAA systems, airline and non-airline partners through

web services

41. Integration and automatic ETL capability with Enterprise Data Warehouse

42. Application cost scalability

43. Simplified loyalty data exchanges with partners

44. Modular structure / architecture with extended parameterization mechanism

45. High level of automation

46. Member functionality easily integrated to the SAA website and other self-service

portals

47. Web based system with user-friendly interface

48. Easy to implement and learn

49. Automated process to import all kind of activities

50. Automatic rule-based, personalized and customized e-mail generation

51. Loyalty Mobile App integration

52. Partner Self-Service Portal

53. Support of all major Airline Alliances

54. Data Analytics and Business Intelligence (Dashboard capabilities)

55. Standard reports with easy user-defined filters

56. Integration Hub supporting different customized or standard messaging protocols

57. Data archiving capabilities

58. Simple, easy and logical end-user navigation of screens per use case

59. Easy configuration of rules and masters by business administrators and super users

60. User and user groups privilege/access management

61. Full management and storage of surveys and polls

1.1.1 IT TECHNICAL REQUIREMENTS

Regardless of the whether the solution is used on an Application Service Provisioning

basis (ASP), SAA owned, internally or external hosted, it must meet the following SAA IT

services minimum requirements:

o The solution must be based on open and flexible software platform easy to integrate

with existing applications and systems;

o Hard-coding will not be accepted, the solution must allow definable user templates

that will enable the SAA system or business unit’s administrators to easily tailor the

system to their requirements.

o The solution must be user friendly WEB browser enabled and be able to support rich

client interface for our mobile workforce.

o The solution should have no web browser restrictions/limitations as SAA makes use

of multiple browsers e.g. IE, Opera, etc.

o The solution must be accessible globally, regionally and domestically where SAA

offices or outsourced services are present.

o The solution must be easily adaptable or configurable to the changing SAA business

requirements.

o The system must be capable of being deployed in the cloud.

o The system should support security declarations.

o Below is a high-level diagram depicting the generic touchpoints / integration

landscape

SAA’s intent with this invitation for information is for the following:

o To establish the airline Customer Loyalty system options and their respective

capability to meet the requirements set out above; and the ease of

integration/methodology approach of migrating an old system to a new system and

o To establish the potential costs of purchasing a Customer Loyalty IP for an entity.

Request for Information closing time:

o Time: 11h00 am

o Date: 31 July 2018

o All questions must be sent by e-mail to: Khosimorobi@flysaa.com no later than; 27

July 2018

Address of tender box or to send an electronic submission please contact us

on:Tenders@flysaa.com

South African Airways

Jones Road

Airways park – Main Entrance (Tender box is situated inside the security office).

Payment Gateway

IVR

Mobile App (Roadmap)

Fax

Member Services

Member Services

SMS Communications

Email Bounce Backs

Email Communications

Member ServicesIVR Screen Popup

Fax Messages

FTL Feed

SMS Gateway

Retro ValidationPurge PNR

Award Issue FeedDay/Night/Post

TicketingDaily ETL

FTL Converter

USVD

Alerts

Email Gateway

POP3 Server

SMTP Server

Amadeus

DCS Reservation

PNR Feed

Certificate Validation

Profile Refresh

Star Alliance Hub

Enterprise Data Warehouse

Flysaa.comPayment Services

Website

PCD SAUA

Profile Export

SAUA Services

FulfillmentStatements/Ongoing Kits/Correspondences

Print Date Fil/Postal Bounce Backs

Partner Systems

Inward AccrualInward Accrual Handback

Outward AccrualsOutward Accrual Handbacks

Outward BillingOutward Billing Handback

Retro Claim Request / Response

Profile Validations

Member Enrolment

SAP

IATA Exchange Rates

Route ContributionIFRIC 13 Posting

Partner BillingsFinancial Posting / Reversal

Revenue Accounting

IATA Mileage Update

Routing Contribution Posting

Inward Redemption Billing Verfication

Outward Redemption Billing File

Certificate Reversals

IATA Clearing House

Inward IDEC File

iFly Loyalty

All documents must be addressed to:

Main Reception Gate

SAA Airways Park Jones Road

OR Tambo International Airport

Kempton Park

1627

Number of copies of this RFI to be Submitted (Original included):

2 copies and soft copy (disc or memory stick).

NB: No award can be made following a RFI process; however, the subsequent request for bid (RFP) may be restricted to respondent suppliers provided that it was so specified in the RFI document.

Section # 1 ends

Section # 2

(To be completed by Supplier)

Supplier Information

2.1) Name of company: ____________________________

2.2) Company registration number: ____________________________

2.3) Address of company: ____________________________

Address: ___________________________ Street Address: ___________________________

Company’s internet address: -

2.4) Contact person: _________________________

Name: _________________________

Designation: _________________________

Telephone number: _________________________

Fax number: _________________________

2.5) Names of the directors of your company:

Name: __________________________ Designation: _________________________

2.6) Total number of Employees: ______________________

2.7) Declaration: ______________________

The information supplied in this document is correct and complete to the best of my knowledge and accurately reflects the capability of:

(Company name) ________________________

Signature: ________________________

Date: _____________________

Name: ________________________

This RFI is signed in my capacity as:

____________________________________

Section # 2 ends

Section # 3

(To be read very carefully by supplier)

Standard conditions for Request for Information

1. INTERPRETATION AND DEFINITIONS

1.1 Definitions

The expressions defined below shall have the meanings hereby assigned to them unless inconsistent with the context of a particular proposal, agreement, contract or order.

1.1.1 “Company”: South African Airways (SOC) Ltd

1.1.2 “Closing date”: the date and hour specified in the document

2. REQUEST FOR INFORMATION INVITATION

2.1 Requests for Information Preparation

All cost in the preparation, presentation and demonstration will be for the

account of the vendor. All supporting documentation and manuals submitted

in response to this request for information will become “company’s” property

unless otherwise stated by the vendor at the time of submission.

2.2 Confidentiality

The information obtained through this request for information will be regarded

as confidential; however, South African Airways (SOC) Ltd does not accept

liability for any information which may become public.

2.3 No binding Agreement

It must be clearly understood that no business will be awarded to any vendor

out of this request for information. Prices submitted with the request for

information are for information only and no vendor will be held to any price

submitted. South African Airways (SOC) Ltd further reserves the right to

contact individual Vendor’s to obtain further information should this be

deemed necessary.

Responses from this RFI may be used to pre-screen potential bidders for the

RFP process.

2.4 Samples

Vendors may, as part of their response, submit samples, brochures or

documentation of the products supplied by the vendor. Samples, brochures

and documentation submitted will be returned to the vendor only on request.

3. REQUEST FOR INFORMATION DOCUMENTS

3.1 Document requiring completion and return

Vendor’s must complete and submit the following documents as part of their response:

a) Prescribed request for information documents

b) Any information required in the request for information

3.2 Amendment of documents by South African Airways (SOC) Ltd

South African Airways (SOC) Ltd may, at any time prior to the deadline for lodging request for information, amend of the documents or extended the time for lodging documents by notice in writing to the prospective Vendor’s. (Any amendments under this clause will become part of the request for information).

4. PREPARATION OF REQUEST FOR INFORMATION

4.1 Language of document

The request for information and all correspondence and documents related to the request for information exchanged by the vendor and South African Airways (SOC) Ltd shall be written in English.

5. SUBMISSION OF REQUESTS FOR INFORMATION

All requests for information must be:

5.1 Address and marking of requests for information

All requests for information must be:

a) Enclosed in a plain envelope or wrapping and clearly marked with the request of information number specified on the document.

b) Lodged so as to ensure that they are received not later that the closing time and date specified for their receipt in accordance with directives issued with the document.

5.2 Number of copies required

The vendor must submit 2 copies and soft copy (disc or memory stick) (including the original) of each request for information lodged as specified in the request for information.

5.3 Closing date

All requests for information close on the date and the time indicated in the document.

5.4 Late tenders

Request for information are late if they are received at the address indicated in the document after closing time and date. South African Airways (SOC) Ltd may, at its discretion, consider or refuse to consider any late request for information.

Standard Conditions for Request for Information ends.