EBA欧洲银行-03.-Annex-I-Terms-of-Reference_16页_312kb

Summary of EBA Website Services Tender (Annex I)

Core Content

The European Banking Authority (EBA) is seeking a new contractor to provide hosting, maintenance, and enhancement services for its main website (www.eba.europa.eu) and its Web Content Management System (WCMS). The contract will initially last one year and can be renewed up to three times, provided both parties agree and budgetary availability is ensured.

The tender outlines the technical, functional, and service requirements for the new contractor, including the need to maintain and improve the EBA's digital infrastructure, ensure compliance with EU data protection and security policies, and support the EBA's communication and regulatory activities.

Main Objectives of the Contract

• Increase visibility of the EBA among target audiences
• Comply with EU transparency and security requirements
• Develop and maintain communication tools aligned with the EBA's tasks and competences

Description of the EBA Website

• The EBA website was redesigned in 2013 and runs on Liferay 6.1.1 CE with PostgreSQL 9.0.12 and Apache Tomcat
• The system is deployed in four environments: Production, Pre-Production, Test, and Development
• The website includes 693 public pages, and the current content size is approximately 62GB (as of 20 January 2016)
• The system is in high availability with failover clustering
• The website includes an extranet with 917 pages and 22,700 users, managed through the WCMS
• The website must support email alerts, user management, secure access, and document registration

Key Features and Tools

I. Extranet and User Management

• Users must be able to manage their contact details and preferences
• Secure access to restricted content is required
• Email alerts must be sent regularly to users
• User authentication and password management are essential

II. Database and Email Alerts

• The contacts database must be hosted with the website
• The system must allow mass mailing and quick email delivery (within 15 minutes)
• Users must be able to subscribe/unsubscribe and modify preferences

III. Meeting Registration Tool

• Supports event registration with different forms for participation, non-participation, and cancellation
• Allows for customization of forms based on event structure
• Provides documents for download and social event details
• Includes contact information for event-related queries

IV. Public Consultations Tool

• Enables online public consultations with tick box and rolling menu features
• Must be easily adaptable to different consultation needs

V. Regulatory Activities Tool

• Maintains an interactive Single Rulebook table for regulatory deliverables
• Allows for content expansion/contraction and updates
• Must support compliance with EU legislation

VI. Document Register Tool

• Ensures access to documents in compliance with Decision EBA DC 036
• Specifically includes Article 7 of the decision

Scope of the Contract

The contractor is responsible for:

• Hosting, maintenance, and enhancement of the EBA website and WCMS
• Smooth transition from the current contractor to the new one
• Technical and business support via a helpdesk service
• Training for EBA staff and national banking authorities
• Provision of statistics on website usage
• Implementation of enhancements based on EBA requests or recommendations

Service Level Agreement (SLA) and Performance Indicators

The SLA defines the service scope, quality, and responsibilities. Key performance indicators (KPIs) include:

1. Website/Service Availability

• 24/7 availability with a 30-minute maintenance window on weekends
• Minimum availability rate: 99.8% (excluding planned maintenance)

2. Capacity/Performance

• The website must be hosted on a dedicated server with adequate bandwidth
• Load time per page must be no more than 5 seconds

3. Incident Handling

• Critical incidents must be acknowledged within 1 hour
• Service credit payable is 5% of the monthly fee for each percentage point below the target availability

4. Defect Rates

• 99.8% of major deliverables must be bug-free
• 1 major and 5 minor production failures per month are acceptable

5. Time-to-Implement

• Requests must be implemented within 24 hours plus the time needed for fixes or enhancements

6. Helpdesk Response Time

• Critical incidents must be acknowledged within 1 hour
• Response time for production problems must be less than 1 hour during business hours

7. Backlog Management

• Backlog must be less than 6 production failures
• Enhancement proposals must be submitted within 2 weeks of request

Technical and Business Support Services

The contractor must provide:

• Technical maintenance of the website and WCMS
• Web hosting, security, and backup services in line with EU standards
• Support for the EBA Communication team in managing website content and tools
• Helpdesk services for resolving user-related issues

Additional Requirements

• Ownership of the website, database, and documents remains with the EBA
• No sharing, selling, or disclosure of EBA data to third parties
• Training for EBA staff and national authorities
• Monthly performance reports with KPI metrics
• Transition activities must be completed within 2 weeks of the contract's end date (2 August 2016)

Infrastructure Overview

• The current system includes 7 virtual servers:
  • 2 x Liferay nodes
  • 2 x Solr nodes
  • 2 x PostgreSQL nodes
  • 1 x HTTP load balancing node (Cisco ACE)
• All environments are hosted on the contractor's premises
• NFS is used for sharing static content between servers

Key Deliverables

• Handover Plan
• Handover Material (including training, installation manuals, and system documentation)
• Fully transferred software assets and content
• Training Material
• Services Transfer Acceptance signed off by all parties

Team Requirements

The Contractor must have a team that includes:

• IT Project Manager (7+ years experience, 5+ in project management, 3+ in web implementation)
• Functional Analyst/Web Designer (7+ years experience, 3+ in Liferay)
• Software Engineer/Test Engineer (5+ years experience, 3+ in web application testing)
• Software Engineer/Web Developer (7+ years experience, 3+ in Liferay-specific programming)

Conclusion

This tender outlines a comprehensive framework for the hosting, maintenance, and enhancement of the EBA website and its WCMS. The Contractor must ensure high availability, security, and compliance, support communication and regulatory tools, and provide training and performance reporting. The contract is structured to allow for smooth transitions, ongoing support, and future enhancements.