invitation to tender - ams a. microsoft dynamics nav (phase 1) b. microsoft dynamics customer...

INVITATION TO TENDER

FOR THE

SUPPLY, DEVELOPMENT, INSTALLATION, TESTING, MIGRATION, COMMISSIONING & SUPPORT FOR/OF

A FULLY OPERATIONAL MICROSOFT DYNAMICS NAVISION & CRM SYSTEMS

DATE OF TENDER

1 OCTOBER 2018

ACADEMY OF MEDICINE, SINGAPORE

CONTENT PAGE

SECTION I: INTRODUCTION

SECTION II: INSTRUCTIONS TO TENDERERS

1. Tender & Project Timeline ......................................................................................... 4 2. Alterations To this ITT ................................................................................................ 4 3. Tender Briefing Meeting ............................................................................................ 4 4. Submission Of Tenders ............................................................................................... 4 5. Acceptance Of Tender Response ................................................................................ 5 6. Costs Of Tendering ..................................................................................................... 5 7. Project Commencement ............................................................................................. 5 8. Qualifications ............................................................................................................. 6 9. No Agreement ............................................................................................................ 6 10. Confidentiality ............................................................................................................. 6 11. Canvassing .................................................................................................................. 6 12. Technical Requirements ............................................................................................ 6 13. Pricing ........................................................................................................................ 7 14. Payment ..................................................................................................................... 7 15. Tender Evaluation Criteria ......................................................................................... 7 16. Notification Of Award ................................................................................................ 8

SECTION III – FORM OF TENDER

SECTION IV – PROCUREMENT OF AN ENTERPRISE RESOURCE PLANNING SYSTEM (PHASE 1)

1. Overview .................................................................................................................. 12 2. Current System Limitation and Workflow ............................................................... 12 3. Statement of Work .................................................................................................. 13 4. Implementation Vendor Requirements .................................................................... 14 5. Functional Requirements ......................................................................................... 15

SECTION V - PROCUREMENT OF A CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM (PHASE 2)

1. Statement of Key Requirements ............................................................................... 17 2. Overview of Systems Architecture and CRM Component ....................................... 17 3. General Functional Requirements ........................................................................... 18 4. CRM Requirements ................................................................................................... 21 5. CRM Website Portal Requirements ......................................................................... 25 6. Membership Specific Requirement and Current System ........................................ 27 7. Donation Specific Requirements ............................................................................. 30 8. Events/Program Management Specific Requirements ............................................ 31 9. Abstract Management Specific Requirements ........................................................ 32 10. Award and Grant Application Management Specific Requirements ....................... 33 11. Access to E-Learning Management Specific Requirements ..................................... 34

SECTION VI – ORGANISATION STRUCTURE AND SYSTEMS WORKFLOW

1. Organisation Structure and Relationship of AMS and its Colleges .......................... 36 2. AMS Organisational Chart ........................................................................................ 37 3. Current Systems Integration Diagram ..................................................................... 37 4. Accounts Receivables (AR) Invoice Workflow .......................................................... 39 5. Accounts Receivables (AR) Receipts Workflow ....................................................... 41 6. Membership Accounts Receivables (AR) Credit Note Workflow .............................. 43 7. Accounts Payables (AP) Workflow ............................................................................ 44 8. Tax-deductible Donation Workflow ......................................................................... 45 9. Payroll Workflow ...................................................................................................... 46 10. Staff Disbursement Workflow .................................................................................. 47 11. Finance System (Accpac) and Workflow .................................................................. 48 12. Financial Accounting System ................................................................................... 48 13. Limitations of the Current Finance System .............................................................. 49 14. Membership System and Workflow ........................................................................ 51 15. Limitations of the Membership Management System ............................................ 55

SECTION VII – APPENDICES

A. General Requirement Checklist B. Microsoft Dynamic NAV (ERP) System Implementation Checklist (Phase 1) C. Microsoft Dynamic NAV (ERP) System – Functional Requirement Checklist (Phase 1) D. CRM and CRM Portal Implementation Checklist (Phase 2)

ACADEMY OF MEDICINE, SINGAPORE INVITATION TO TENDER: SUPPLY, DEVELOPMENT, INSTALLATION, TESTING, MIGRATION, COMMISSIONING & SUPPORT FOR/OF A FULLY OPERATIONAL MICROSOFT DYNAMICS NAVISION & CRM SYSTEMS

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SECTION I:

INTRODUCTION


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The Academy of Medicine, Singapore, established in 1957, is a professional institution of medical and dental specialists devoted to advancing the art and science of medicine in Singapore through postgraduate specialist training; maintenance of high standards of competency and ethical integrity through continuous professional development; as well as dissemination of information and knowledge to the public on matters related to health.

The Academy of Medicine, Singapore (hereinafter referred to as AMS) invites sealed bids from software developers, or distributors of leading software, for the supply, development, installation, testing, migration and commissioning of:-

A. Microsoft Dynamics NAV (PHASE 1) B. Microsoft Dynamics Customer Relationship Management (CRM) System (PHASE 2)

The objective of this tender is to upgrade AMS operating infrastructure by implementing an enterprise resource planning (ERP) system with Microsoft Dynamics NAV in Phase 1, followed by Microsoft Dynamics CRM System in Phase 2. The upgrade aims to replace the current finance and customer relationship management systems which have been in use since 2008. The two existing systems are managed separately and do not have capabilities to accommodate changes in business requirements, interface with other systems and improve the business processes.

The Microsoft Dynamics NAV will be implemented in PHASE 1 after closing of the tender. The implementation of the Microsoft Dynamics CRM System will take place in PHASE 2 at a date to be determined by the Academy.

Tenderer awarded the contract for implementation of Microsoft Dynamics NAV in PHASE 1 has the prospect of award for the implementation of Microsoft Dynamics CRM System in PHASE 2. However, AMS reserves the right to not award, award all or award only part or parts of the tender to the successful Tenderer(s).

Tenders will be evaluated according to the requirements set out in this Invitation to Tender (ITT).

Completed tender documents must be submitted in two format: (a) in plain sealed envelope, AND (b) an electronic copy, to the address and email below by no later than 17:00 on 26 October 2018.

(a) Mailing Address (b) Email Address Academy of Medicine, Singapore

81 Kim Keat Road #11-00/12-00, NKF Centre

Singapore 328836

[email protected]


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SECTION II:

INSTRUCTIONS TO TENDERERS


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1. TENDER & PROJECT TIMELINE

The timetable below sets out the key dates in the procurement process. The dates are indicative except closing date for submission of tenders which is fixed.

PROCUREMENT TIMETABLE Date Invitation to Tender Issued 1 October 2018 Tender briefing meeting 8 October 2018 Closing date for submission of tenders 26 October 2018 Evaluation of Tenders 1 November 2018 Completion of evaluation of tenders 12 November 2018 Presentation by selected tenderers 19-23 November 2018 Successful tenderer identified, all tenderers notified 30 November 2018 Contract executed/awarded 20 December 2018 Service/work commencement for Microsoft Dynamics NAV - PHASE 1

15 January 2019

2. ALTERATIONS TO THIS ITT

2.1. The format and/or wording of the ITT must not be changed by Tenderers.

2.2. Tenderers may modify their Tender Response prior to the deadline for receipt of Tender Responses. No Tender Response may be modified after the deadline for receipt of Tender Responses.

2.3. Tenderers may withdraw their Tender Response at any time prior to the deadline for receipt of Tender Responses or any other time prior to accepting the offer of a contract by submitting a formal written notice to AMS. Notwithstanding, Tender Responses shall remain valid for 90 days from the closing date for receipt of Tender Response.

3. TENDER BRIEFING MEETING

3.1. Tenderers are required to attend the tender briefing meeting. Failure to attend the session might lead to tender response being disqualified.

3.2. Tenderers may ask questions to understand AMS’ requirements for the system and the tender procedure during the tender briefing meeting.

3.3. Please note that questions received after the deadline may not receive a response.

4. SUBMISSION OF TENDERS

4.1. Tender form and information requested in Appendix must be submitted in plain sealed envelopment by the due date. Failure to do so will result in the tender being disqualified.

4.2. Tenderers are required to submit the following information:


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a) Form Of Tender

b) Price Schedule and Payment Milestone

c) Project Timeline and Implementation Details

d) Software Features / Hardware Requirements

e) Documentation, Training, Support & Maintenance

f) General Requirement Checklist

g) Microsoft Dynamic NAV (ERP) System Implementation Checklist (Phase 1)

h) Microsoft Dynamic NAV (ERP) System – Functional Requirement Checklist (Phase 1)

i) CRM and CRM Portal Implementation Checklist (Phase 2)

4.3. Tenderer tender for PHASE 1’s implementation of Microsoft Dynamics NAV software will have the prospect of being involved in PHASE 2’s implementation of Microsoft Dynamics CRM system.

4.4. Tender Responses must be submitted by the time and date set out above. Tender Responses received before that deadline will remain unopened until that deadline or such time thereafter when all Tender Responses will be opened. AMS will not consider Tender Responses received after the deadline.

5. ACCEPTANCE OF TENDER RESPONSE

5.1. By issuing this ITT, communicating with a Tenderer or a Tenderer’s representative or agents or any other communication in respect of this procurement exercise, AMS shall not be bound to accept any Tender Response. AMS reserves the right not to award a Contract for some or all of the goods and/or services for which Tender Responses are invited.

6. COSTS OF TENDERING

6.1. Tenderers shall bear all their own costs and expenses incurred in the preparation and submission of their Tender Response and AMS will in no case be responsible or liable for those costs, regardless of the outcome in relation to individual Tender Responses.

6.2. AMS reserves the right to cancel the procurement exercise at any point. AMS will accept no liability for any losses caused by cancellation of this procurement exercise or any decision not to award a Contract as a result of the tender exercise.

7. PROJECT COMMENCEMENT

7.1. AMS will hold detailed meetings and discussion with successful tenderer after completion of the tender process to confirm high level requirements, any question following the tender process, timeline, roles and responsibilities and contractual items. Unless our requirements fundamentally change, we do not expect there to be any change of cost, scope or time from your submitted proposal.


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8. QUALIFICATIONS

8.1. AMS reserves the right to discuss, for the purpose of clarification, any aspect of a Tender Response with the relevant Tenderer prior to the award of the Contract.

8.2. At any time prior to the deadline for receipt of Tender Responses, AMS may amend the ITT. Any such amendment will be notified in writing to all prospective Tenderers. In order to give prospective Tenderers reasonable time in which to take the amendment into account in preparing their Tender Responses, AMS may, at its discretion, extend the deadline for receipt of Tender Responses.

9. NO AGREEMENT

9.1. Tenderers are further advised that nothing herein or in any other communication made between AMS and any other party, or any part thereof, shall be taken as constituting a contract, agreement or representation between AMS and any other party (save for a formal award of contract made in writing) nor shall they be taken as constituting a contract, agreement or representation that a contract shall be offered in accordance herewith or not at all.

10. CONFIDENTIALITY

10.1. The contents of this ITT and of any other documentation are accessed by the Tenderer in respect of this tender exercise and are provided on the basis that they remain the property of AMS. Tenderers shall take all necessary precautions to ensure that all confidential information is treated as such and not disclosed or used other than for the purpose of this tender exercise by the Tenderer.

11. CANVASSING

11.1. Any Tenderer who directly or indirectly canvasses any officer, member, employee, or agent of AMS or its members or any other relevant body or any of its officers or members concerning the Contract or who directly or indirectly obtains or attempts to obtain information from any such officer, member, employee or agent concerning any other Tenderer, Tender Response or proposed Tender Response will be disqualified from this tender exercise.

12. TECHNICAL REQUIREMENTS

12.1. AMS is looking to the system to cater to our current needs and future growth, and is open to suggestion on whether the new Microsoft Dynamics NAV should be:-

a) Cloud-based;

b) Hybrid Cloud;

12.2. Tenderers are required to take the above into consideration and include the two (2) deployment options in your proposal submission.

12.3. For the implementation of Microsoft CRM System, AMS’ preference will be cloud-based.


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12.4. No existing hardware will be used for both the Microsoft Dynamics NAV and CRM upgrade.

12.5. Number of Users

Applications Full Users Others

a) Microsoft Dynamics NAV 6 2

b) Microsoft Dynamics CRM 30-35

13. PRICING

13.1. Prices and any financial data provided must be submitted in SGD (Singapore Dollars), exclusive of GST. Where official documents include financial data in a foreign currency, a SGD equivalent must be provided.

13.2. The Contract is to be awarded as a fixed price; however, all prices submitted must be accompanied by a detailed price breakdown to enable AMS to understand the constituent elements of the tenderers price.

14. PAYMENT

14.1. Tenderers are invited to submit their own payment milestones but they must meet the following criteria:-

a) There will be no advance payments.

b) Payment must be linked to clearly demonstrated progress.

c) Tenderers are requested to include their proposed payment milestones in their price schedule.

15. TENDER EVALUATION CRITERIA

15.1. AMS will use the evaluation criteria listed below to determine which Tender Response offers best overall value for the organisation as a whole and will award the Contract to that Tenderer.

Evaluation Criteria Weightage (%)

a) Ability to provide the solution at a lower cost includes license fee, implementation, support, hardware, software, networks/communication, software customization, maintenance fees and any other costs.

50%

b) Ability to provide analysis on what are the broader values the new system can bring to the organization, including more useful, timely information and strategic decision support.

15%


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Evaluation Criteria Weightage (%)

c) Ability to provide proposal to meet future needs such as system flexibility and adaptability of statutory requirements, organizational and technological changes.

10%

d) Experience track record of vendor for the similar implementation/industry. 10%

e) Project implementation methodology and plan.

15% f) Resources for the project, implementation time frame.

g) Details of documentation, training and support resources availability.

TOTAL 100%

16. NOTIFICATION OF AWARD

16.1. AMS will notify successful and unsuccessful Tenderers in writing.


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SECTION III:

FORM OF TENDER


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To: Executive Director Academy Of Medicine Singapore 81 Kim Keat Road #11-00 Singapore 328836 Tender For: Supply, Development, Installation, Testing, Migration, Commissioning &

Support For/Of A Fully Operational ERP & CRM Systems Name of Tenderer: Name of Product: Microsoft Dynamics Navision ERP & Customer Relationship Management

Systems

Having examined the Tender Document dated 1 October 2018 released by Academy of Medicine, Singapore, we submit the following offer:-

1. We offer to complete, handover to Academy of Medicine Singapore and remedy defects in the whole of the said Tender Specifications in conformity with the Tender Document for the sum of ______________________________________(S$__________) stated exclusive of Goods and Services Tax.

2. We undertake to complete and handover the whole of the Contract Works/Services within the period stated in the Conditions of Tendering.

3. We agree to abide by this Tender for a period of ninety (90) days from the date fixed for receiving the same and it shall remain binding upon us and may be accepted by you at any time before the expiry of that period.

4. Unless and until a Contract Agreement is prepared and executed, this Tender together with your written acceptance thereof, shall constitute a binding contract between us.

5. We understand that you are not bound to accept the lowest or any Tender you may receive.

6. We understand that no contract shall come into existence, and no legal or other obligations shall arise between us and you in relation to the conduct, outcome or otherwise of the Tender process, prior to and apart from your acceptance of our Tender.

7. We understand that you may contact the referees nominated by us in this offer and make whatever enquiries you deem necessary regarding our financial health and ability to deliver the Contract Works/Services.

8. Further, during the assessment stage we understand and agree that you may request specific information from all tenderers in order to assist your assessment. We acknowledge that a failure to provide such information may result in disqualification from the process.

9. We provide the following information required to be submitted with this Tender: a) Form Of Tender b) Price Schedule and Payment Milestone c) Project Timeline and Implementation Details d) Software Features / Hardware Requirements e) Documentation, Training, Support & Maintenance f) General Requirement Checklist g) Microsoft Dynamic NAV (ERP) System Implementation Checklist (Phase 1) h) Microsoft Dynamic NAV (ERP) System – Functional Requirement Checklist (Phase 1) i) CRM and CRM Portal Implementation Checklist (Phase 2)

Name & Designation of Authorized Person to sign tender on behalf of the Tenderer

Signature

Name & Designation of Witness of Tenderer Signature


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SECTION IV:

PROCUREMENT OF AN

ENTERPRISE RESOURCE PLANNING

SYSTEM (PHASE 1)


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1. OVERVIEW

1.1. The Academy of Medicine, Singapore (AMS), registered with Accounting & Corporate Regulatory Authority (ACRA), is a registered charity and an Institution of Public Character (IPC). AMS has a number of non-independent Colleges under its purview which exists as divisions of AMS and these divisions have its own restricted funds and chapter and section funds.

1.2. There are also seven (7) independent Colleges that are associated with AMS. These independent Colleges are registered Charities and are legal entities registered with Accounting & Corporate Regulatory Authority (ACRA). There are restricted funds and chapter and section funds under these respective independent colleges. AMS provides management corporate, secretariat and financial shared services to these independent Colleges.

1.3. Membership of the Academy is synonymous to the Colleges, i.e. Fellows and Members of the Academy are also members of the relevant Colleges.

1.4. Please refer to Section VI – Organisation Structure and Systems Workflow for more information.

2. CURRENT SYSTEM LIMITATION AND WORKFLOW

2.1. AMS plans to upgrade its financial information and management system due to its inefficiencies and limitations:

a) Duplication of work between AMS current Membership and Finance system.

b) Integration not seamless, errors occur frequently when exporting membership invoices from Membership system to Finance system.

c) Long Chart of Accounts due to increase in number of programmes and projects.

d) Non-independent Colleges do not have separate set of accounts. Reports are prepared manually outside the system.

e) Unable to have separate GST reports for non-independent colleges.

f) Unable to sort, filter reports or upload spreadsheet.

g) Staffs are not able to self-amend report templates.

h) No audit record/trail on transaction amendments.

i) Does not have drill-down function to read transactions.

j) Cannot interface with banks for banking transactions.

k) Report writer is difficult to use.

l) Requires 2 levels of posting, i.e. Sub-ledger and General Ledger.

m) Incapable of consolidating information across databases.

n) Incapable of uploading payments and receipts electronically, and incapable of sending notification.

o) Unable to defer income and expenses for projects extend beyond one financial year.


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p) Unable to perform expenses reimbursement to staff.

q) Too much manual works for routine financial processes that needed to be performed outside the system.

2.2. Detailed workflows and reports of the following existing systems are listed in Section VI – Organisation Structure and Systems Workflow:

Processes System

a) Financial AR & AP Workflows Accpac 5.5A by Sage

b) Membership Management Workflow Membership Management System by Next Logic

c) Online Learning Management System Learning Management System by ACP Computers

d) Event Management, Registration & Payment System

GEVME

e) e-Payment Portal for Membership & Examination Fees

AMS Payment Portal by ACP Computer

f) Payroll EasyPay by Sage

g) Donation Manual

h) Staff Reimbursement Manual

i) Reports Manual

3. STATEMENT OF WORK

3.1. The objective of the new implementation of Microsoft Dynamics NAV is to:

a) Serve as the primary financial management and enterprise resource planning (ERP) tool for AMS.

b) Optimise the new system to ensure resources are being deployed in the most efficient and effective ways in addressing areas of gaps in the current system.

c) Improve and provide solutions to business requirements using the right module within the system.

d) Ensure an appropriate level of internal control and enhance access control, meeting regulatory and statutory compliance.

e) Ensure the flexible system interfaces with other existing systems without losing its current effectiveness.

f) Migrate current databases along with historical data and ledger to the new system.


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3.2. Scope of the tender includes:

a) Undertake the supply, development, installation, testing, migration and commissioning of a fully operational Microsoft Dynamics NAV for AMS.

b) Provide consultation services, database conversion, migration and setup of the hardware and network infrastructure to support the smooth running of the system.

c) Provide Integration with other existing systems to ensure smooth and seamless operation.

d) Undertake end-to-end project management, including requirements-gap analysis, documentation, resource management, user acceptance testing etc.

e) Provide training for end-users, administrator(s), IT staff and related personnel.

f) Review and improve business processes and workflows.

g) Go live support, first and second month-end and year-end Finance closing.

h) Provide yearly maintenance after warranty.

i) Provide end-user support upon implementation.

j) Provide post implementation support.

3.3. The primary financial management cum ERP system is expected to implement the following modules:

a) Financial Management

b) Budget

c) Sales and invoicing

d) Procurement with Purchase Requisition and Approvals

e) Other standard modules that are within AMS License purchased.

3.4. Interface with the following:

a) Membership System (eventually to be migrated/upgraded to Microsoft Dynamics CRM in Phase 2)

b) AMS Payment Portal for Membership & Examinations

c) Event Management, Registration & Payment System

d) AMS Learning Management System

e) OCBC E-Commerce Payment Portal

f) DBS Ideal

4. IMPLEMENTATION VENDOR REQUIREMENTS

4.1. The selected vendor must delegate a Project Manager who will oversee the implementation from start to completion.

4.2. The vendor should have a dedicated and experienced team that can bring business process best practices and program management discipline.


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4.3. The vendor must be able to control the project implementation cost within the project budget.

4.4. The implementation team should demonstrate professionalism, customer-oriented willingness to communicate and coordinate with AMS management team to understand organisational requirements and objectives for the project.

4.5. The vendor must provide process and time frame of the implementation, and specify the requirements from AMS staff during the Microsoft Dynamics NAV deployment.

4.6. The vendor must provide transparent and complete guidance from start to end stage of the implementation.

4.7. The vendor must schedule time availability to train users.

4.8. The vendor must provide project plan, Microsoft Dynamics NAV standard training guide and other documents that are necessary for the operation of the system.

5. FUNCTIONAL REQUIREMENTS

5.1. Please refer to Appendix C to read the functional requirements Checklist and respond accordingly.


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SECTION V:

PROCUREMENT OF A CUSTOMER

RELATIONSHIP MANAGEMENT

SYSTEM (PHASE 2)


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1. STATEMENT OF KEY REQUIREMENTS

1.1. AMS is a membership subscription-based professional organisation of medical, surgical and dental specialists. Delivery of an integrated, flexible, efficient and effective customer relationship management system is central to the future success of AMS in recruiting and retaining members.

1.2. AMS plans to implement Microsoft Dynamics Customer Relationship Management (CRM) in Phase 2, after Microsoft Dynamics Navision (NAV) has successfully been launched in Phase 1. The exercise is to bring about a complete and fully integrated enterprise resource planning and management system, enabling AMS to deliver its business objectives and membership activities and benefits, both new and existing, in a more streamlined and seamless manner:-

a) To enhance important e-services, catering to many different groups of external stakeholders who interact with AMS.

(i) Important e-services include membership application, management of members own particulars and profile, online payment of fees, donations, statement of accounts, nominations, balloting, grant application, events management, resources, publications and training.

(ii) It will also act as an online community, facilitating information sharing with and between members and selected group of stakeholders.

(iii) Gateway to access to AMS online learning management system. (iv) The upgrade shall also enable the e-services to be expanded.

b) To simplify and improve workflow processes for internal stakeholders.

(i) Workflow processes include management, and administration of master customer database (members, non-members, donors, etc.), member subscriptions, requests for payment and invoice, events.

(ii) It will support communications and record engagements with all stakeholders.

(iii) It will run internal processes and facilitate information sharing between staff members.

1.3. It is anticipated that the Tenderer who successfully implemented NAV in Phase 1 will have an added advantage to be selected to supply, develop, install, test, migrate, commission and support a fully operational CRM for AMS in Phase 2.

1.4. Project success is largely dependent on users engaging with and using the new CRM system. In order to ensure this is achieved, AMS staff will be consulted and informed as much as possible throughout the project.

1.5. Detail Requirement Specifications for CRM are included in Appendix D. Tenderer must response accordingly and to provide explanatory written documents wherever is necessary.

2. OVERVIEW OF SYSTEMS ARCHITECTURE AND CRM COMPONENTS

2.1. The new CRM system will replace AMS’ Membership Management System (MMS), a customised solution by NextLogic Pte Ltd. The current MMS has been in use since


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2008 and its limitation did not allow AMS to address many new business requirements.

2.2. AMS finances currently run on Accpac 5.5A by Sage. AMS plans to replace it with NAV in Phase 1 of its upgrade initiative to achieve a complete and fully integrated enterprise resource planning and management system.

2.3. The list of AMS current systems and applications are as follows:-

System & Processes Applications

a) Membership Management System (MMS)

A customized Membership Management System (MMS) by Next Logic has been in use since 2008.

b) Financial AR & AP Workflows

Accpac 5.5A by Sage. AMS plans to implement ERP by replace it with NAV in Phase 1.

c) Office Applications Windows 7, utilizing Microsoft Office products.

d) AMS website: www.ams.edu.sg

The website, launched in 2012, is a customised content management system (CMS) website, currently hosted by Forecepts Pte Ltd.

e) AMS Learning Management System

Learning Management System (Moodle platform) by ACP Computers.

f) Event Management, Registration & Payment System

GEVME is a Cloud-based Enterprise Event Management Software owned by GlobalSign.in Pte Ltd.

g) e-Payment Portal for Membership Dues & Examination Fees

AMS Payment Portal by ACP Computer

h) Donation Manual

i) Reports Manual

3. GENERAL FUNCTIONAL REQUIREMENTS

3.1. Scope of work

a) AMS intends to procure the consulting for and implementation of Microsoft Dynamics CRM with self-service CRM website portal, reporting/business intelligence (BI) tools and warranty maintenance and support services for two (2) years, with an option for AMS to extend the term of the maintenance and support contract for another two (2) years, for the total potential term of the contract being four (4) years.

b) Contract for the scope of work shall cover the following:-

(i) Consulting and implementation includes determining business and functional requirement and design specification; development and implementation, installation, data migration, training, develop and facilitate

http://www.ams.edu.sg/


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user acceptance test (UAT) cases, documentation including but not limited to functional requirement, design specification, UAT test cases, training manual and user manual; and deployment services for:- [1] CRM system [2] CRM website portal [3] Reporting/business tool (Tenderer to propose cost-effective tool) [4] Any specific customisation for CRM platform and portal

(ii) Software includes:- [1] CRM platform [2] CRM website portal [3] Business analytic tool [4] SQL Server Enterprise [5] Content Management System (Tenderer to propose cost-effective

system) (iii) Maintenance and support service, including change/service requests for:-

[1] CRM platform and any associated customisation [2] CRM website portal and any associated customisation [3] Reporting/business tool [4] SQL Server [5] Content Management System

3.2. CRM relationship and interaction with users

a) The diagram below illustrates the CRM relationships and interactions with external and internal users and other online application management systems:-


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b) There are two main category of users:-

Platform Type of Users Numbers

Microsoft Dynamics CRM Internal Users / Stakeholders / Staff 30-35

CRM Website Portal External Users / Stakeholders / Customers (Members, Non-Members, Donors)

Unlimited

c) The new CRM system will be used by all 30-35 staff to manage the master customer database (members, non-members, donors, etc.), administer member subscriptions, record engagement with all members and stakeholders, support communications, run internal processes and facilitate information sharing between staff members.

d) It will include a self-service CRM website portal which will be used by members, potential members, and other stakeholders, to access a range of e-services, including update of particulars and profile, online payment of fees, donations, statements of accounts, nominations, balloting, grant application, events management, resources, publications and training. It will also act as an online community, facilitating information sharing with and between members.

3.3. Deployment

a) Deployment of the new CRM and CRM website portal will be cloud based providing all functionality and integration to the other AMS systems, where Tenderers shall propose requisite hardware and software for implementation.

b) Microsoft Office Outlook is AMS’ communications, scheduling, and contact management hub for operations and it should be integrated with CRM.

c) Standard core CRM functionality, i.e. external user/customer accounts, contacts, relationships, contact history, campaigns.

3.4. Administration Module

a) Administration module to allow login management, creation of user accounts, rights management, setting system parameters, etc.

b) Support registration of external user/customer and assigning login details based on roles.

3.5. Security

a) Recommend and put in place CRM systems access, operations and management for data protection and security that are certified against ISO/BS standards.

b) Key interface/integration between CRM system, CRM website portal and different application systems shall be via secured channels such as SSL channel and the specific encryption method used shall be stated.

(i) CRM to NAV (ERP) (ii) CRM to CRM Website Portal (iii) CRM Website Portal to ePayment Gateway (iv) CRM Website Portal to eLearning Management System


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c) Administrators of the system shall be able to specify and configure the transactions to be logged and changes made shall be traceable to the source.

3.6. Migration

a) Facilitate the accurate migration of existing membership database in MMS to CRM.

3.7. PDPA compliance and Opt-out/DNC compliance

a) PDPA compliance and Opt-out/DNC compliance includes request and capture external user’s/customer’s consent to AMS policy/PDPA statement presented, record listing of the policy/PDPA statements, consent and date/time of consent, access to customer information shall be based on access rights, customer may state the type of email they wish to opt out from.

3.8. Business intelligence

a) Use suitable business intelligence (BI) tools for dashboards and reporting.

4. CRM REQUIRMENTS

4.1. Customer contacts and accounts

a) The system shall hold and manage master database of contacts and accounts of the following category/type:-

(i) Members (Fellow, Honorary Fellow, Distinguished Overseas Fellow, Associate Member, Ordinary Member, with the function to create new type of membership)

(ii) Potential Members (medical practitioners who are potential members) (iii) Others (other healthcare professionals, volunteer, donor, event participant,

examination candidate, etc.) (iv) Organisations (hospitals, universities, funding agencies, sponsors, industry

partners, other professional bodies, etc.)


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b) Support multiple relationships for example where a customer can be an applicant, member, council and/or committee member, board member of an organization, donor or other stakeholder.

c) Support organizational records (hospitals, universities, other professional bodies, biomedical industries) where key customers can have other direct relationships.

4.2. Manage customer records

a) Create, edit, activate and deactivate customer contact and account.

b) Import and export contact/account data and records.

c) Internal Users shall be able to access the CRM application via tablets and mobile devices and the customised CRM application, where applicable, shall be adaptive and responsive to the device.

4.3. User authentication and access

a) Support Internal Users’ authentication and access to the CRM system according to users’ roles and rights

b) Flexibility in defining roles and rights of Internal Users which will determine the functionality users can perform within the system.

c) Support creation and maintenance of running log of all administrative and user actions, keeping of audit trail.

4.4. Communication, engagements and marketing

a) Standard marketing and contact management functions including marketing campaigns, integrated communications with email and SMS, contact history and engagement plans, and meeting planning.

b) Keep track of communications with customers (notes, tasks, activities, responses, and emails).

c) Communication integrated to AMS email system for internal process and workflow and integrated to external email providers for mass emailing.

d) Creation of one-time and recurring campaigns, where each campaign may have a definable business process flow and may target a select customer list based on definable criteria.

e) Campaign templates can be created for different purposes.

f) Marketing campaign includes management of subscriptions and contact preferences, opt-in and opt-out from specific EDM campaigns.

g) Community hubs and logins by members for projects, cases and events.

h) Support multi-device tablets, smart phones etc., i.e. mobile friendly, for external users/customers and internal users/staff.

4.5. Workflow process management

a) System shall allow for the definition of workflow for approval of events with capability to configure multiple levels of approval.


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b) Application management process covering membership eligibility, applications, submission reminders, reviews and assessments, awards, rejection, payments and monitoring.

(i) Easy to use, intuitive application forms that external users/customers can save and restart, and also review historically.

(ii) Able to amend and vary application after it has been approved, e.g. successful applicant may need/want to change their commencement date such as the date of their payment or cancel the application.

(iii) Eligibility checks must also be provided together with self-help pages to allow potential applicants to check what programs they may be eligible for and how to apply.

c) Support other range of applications including travel grants, nominations, course and program applications, lectureship and award applications, many of which do not result in a payment.

d) Support projects such as request to members for input of expert/professional opinion, including auto assignment of request, review of request information and/or attachment, online input forms, and collation and peer review of input and publish final summary where applicable.

e) Payment/invoice request, processing and tracking system

(i) Internal users use self-service platform to raise e-request for payment and invoices for approval.

(ii) Allow request created to be saved, viewed, retrieved, edited, or printed if desired. System should allow for supporting document to be attached in request.

(iii) Request submitted for approval it is locked down and not editable. If request is rejected or denied by Approver, it can be edited for re-submission, if appropriate.

(iv) Email notification to prompt internal users (Requesters and Approvers) of important update or milestones.

(v) Relevant information of payment and collections will be accessible by internal users to facilitate monitoring and tracking.

4.6. Reports and dashboards

a) Users can use to create reports and statistics with ability to define data fields, graphic and layout format on dashboard.

b) Create, run, share and download reports, charts and statistics (membership, accounts, subscription, ageing reports, campaigns).

c) Use suitable business intelligence (BI) tools for dashboards and reporting.

4.7. Interfaces

a) Interface between CRM and NAV

(i) External users data: Name, MCR No., address, membership no., specialty-specific accreditation and affiliation (AMS college/chapter), membership type, purpose of payment, payment amount, date of payment, etc. [1] For online payment received from CRM website portal, the CRM

system shall be updated and the relevant information related to the payment shall be provided to the NAV for update.


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[2] For offline payment, CRM and NAV systems will be manually updated.

(ii) Donors data: Donor name (individual/organization), NRIC/FIN/UEN No., address, donation amount, date of donation, donation purpose and cause, and other necessary donor data. [1] For online donation received from CRM website portal, the CRM

system shall be updated and the relevant information related to the payment shall be provided to the NAV for update.

[2] For offline donation, CRM and NAV systems will be manually updated.

[3] To cater for donations received via GIRO, bank transfers, etc., and to ensure the synchronisation of the donation records in NAV and CRM systems, the Tenderer/Contractor shall also propose, as part of the solution, a web service or replication of database data.

(iii) Event data: Event ID, event title, registration category, fee or pricing, date of registration, etc. [1] Key information will be created in NAV system and NAV will provide

the information to CRM system for inserting/updating as “master” data, and the subsequent entry of the Event details into the CRM system.

[2] For online payment received from the CRM website portal, CRM system shall be updated and the information related to the payment shall be provided to NAV system for update.

[3] When the participation of an Event by any customer is confirmed, the confirmed participation shall be provided by the CRM system to the ERP system, and vice versa, so that the participation quota for the Event can be updated.

b) Interface between CRM and CRM website portal

(i) Interface specification will be provided by the Tenderer/Contractor.

c) Interface between CRM and ePayment Gateway

(i) Interface specification will be provided by the payment gateway provider.

d) Interface between CRM and AMS e-Learning Management System (LMS)

(i) LMS users data: Name, MCR No., specialty-specific accreditation, affiliation with AMS college/chapter (if applicable), membership type, type of access rights, etc.

(ii) All access to AMS eLearning Management System (LMS) will be from seamless login via CRM website portal where CRM system shall update the relevant data to LMS where the data will determine access to the type of dashboards, programs and learning material.

4.8. Others

a) Full browser interface for all functions i.e. no client software required, with all common browsers supported and tablets supported.

b) Interfaces shall be via secured channel/gateway.

c) Specify the standards support adopted for Web Services.


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5. CRM WEBSITE PORTAL REQUIREMENTS

5.1. Access and Authentication

a) Granular control over the roles and permissions of ALL Users that interacts with AMS program online.

b) External user shall be authenticated and the Tenderer is required to propose a secure method of authentication.

c) Tenderer shall describe, where applicable, any synchronisation of login accounts on the authentication server to the customer on the CRM system.

d) The secured storage and access of these authentication credentials must be addressed. No licence fee shall be required for a CRM portal user.

e) Non-authenticated users may only browse the public pages of the portal.

f) Optional – adaptive/responsive to tablets and mobile advices so that Customers can access the CRM Website Portal from these devices.

5.2. Customer Account Signup and Profile Editing

a) Customer may create his/her own account on the portal.

b) CRM Website Portal User ID recovery and password-reset facility shall be provided adhering to AMS password policy.

c) Customers may query and view his/her engagement history with AMS as according to access granted to group of users, i.e. Members, Potential Members, and Others.

d) Customer can view and edit his/her own profile.

e) Customer may search and register for any event on the calendar of events for which they are eligible.

5.3. Online Payment Services

a) The NAV and CRM system must be interfaced to 1 payment gateway provider.

b) Customer may make payment for application fees, membership annual subscription due, donations, examination fees, and event, course, and program registration fees, etc.

c) Tenderer to recommend a payment gateway provider. AMS will decide on the final gateway provider after reviewing the tenderer’s recommendation with AMS current payment providers.

d) Payments can be made by major credit cards, e.g. Visa, Mastercard and AMEX.

e) Payment modes per transaction type can be specified.

f) Transaction reference and status provided by the payment gateway shall be recorded against the customer account accordingly, allowing the customer to view his/her payment status and provide secure and printable receipt where necessary.

g) Payment information, including bank fee charged per transaction by payment gateway provider, shall be updated in NAV system automatically.

h) CRM system shall not keep credit card details of customer.


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i) For offline payment, payment information shall be manually updated. In the case of payment received via GIRO, bank transfers, etc., synchronisation of payment records shall be automated.

j) Online payment

k) Online payment functions for membership fee (allow advanced payment), course/program/event fee, and donation including credit card payment via e-payment gateway.

5.4. Social Media

a) Portal shall allow customer to post content (e.g. event information) to his/her Facebook account.

b) CRM Website Portal shall have hyperlinks to social networks like AMS’ Facebook.

5.5. Transaction History

a) Customer may query and view their engagement history with AMS.

b) Membership enrolment, details on the payment information, attendance/participation at programs and events.

5.6. Events (Course, Program and Examination)

a) Customer may query and view calendar of events

b) Register for events through CRM Website Portal.

c) View status of events registration.

5.7. Content Management

a) Propose a CMS or its equivalent. Where the Tenderer’s proposed solution does not require a CMS, Tenderer shall describe how the below requirements will be met in the proposed solution.

b) Marketing information in various formats e.g. Office documents, web pages or pdf per event may be produced.

c) The system should allow the association of this content with the event and publish them on the portal.

d) A mapping between the specific contents and sections of the Portal need to be defined and maintained by the system.

e) Content displayed on the portal shall be managed by the Content Management System.

f) Authorised Internal Users shall be able to upload/modify/delete the contents.

g) Each content may have an expiry date i.e. not to be displayed after expiry date.

h) Contents may include photographs of events which should be associated with the event and downloadable by event participants.

i) Automated templates - Create standard templates that can be automatically applied to new and existing content, allowing the appearance of all content to be changed from one central place.


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j) Easily editable content - WYSIWYG editing tools allowing users to create and edit content.

k) Delegation - allows for various user groups to have limited privileges over specific content on the website.

l) The presentation style of the site will be guided by AMS Corporate Affairs.

m) Tenderer should provide complete information to describe how their proposed solution updates the portal upon changes made in the CMS.

6. MEMBERSHIP SPECIFIC REQUIREMENTS AND CURRENT SYSTEM

6.1. Standard membership contact, profile and relationship

a) Member’s Profile will be defined by AMS and fields may be mandatory or optional. The database shall require and capture Members’ data as follows:-

(i) Member Particulars [1] Salutation* [2] Surname and Given Name* [3] Displayable Qualifications* [4] Designation, Department, Institution of Practice, and Address* [5] Sector of Practice: Public or Private [6] Email 1 and Email 2* [7] Phone No. 1 and 2* [8] Website* [9] Home Address (to indicate which is mailing address) [10] NRIC / FIN / Passport and No. (Identity type and numbers) [11] Nationality [12] Date of Birth (DD/MM/YYYY) [13] Gender [14] Ethnic Group

(ii) Professional Information [1] MCR / DCR and No. (Medical/Dental) [2] AMS Membership Reference No. [3] Registered Specialty(ies)*, Authority, Date of Registration (Ability to

add-on specialty) [4] Areas of Clinical and/or Research Interest tied to each Specialty*

(iii) Membership Information [1] Application, Admission, and Termination and Resignation Dates (able

to manage reinstatement/ reapplication of member who has resigned/been terminated)

[2] Affiliation with AMS College and Chapter* [3] Membership Status: Active / Active Exempt [4] Membership Type: Fellow, Honorary Fellow, Distinguished Overseas

Fellow, Associate Member, Ordinary Member [5] Membership in Good Standing

(iv) Membership Service and Appointments


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[1] Position/Appointment/Office, Committee, Entities (AMS/College/Chapter), Start Date, and End Date/Present

[2] Record of Meeting Schedules and Attendance by Position/Appointment/ Office

(v) Qualifications [1] Type of Qualification, Year, Institution, Country, and Name of

Qualification (vi) Employment History

[1] Appointment, Department, Institution, Start Date, End Date/Present (vii) Other Professional Affiliation

[1] Organization, Membership Type, Appointment, Start Date, End Date/Present

b) System shall allow Member to choose whether he/she wants his/her profile (fields denoted by*) and/or selected contact information to be listed in Members Directory accessible by (a) Members Only, and/or (b) Public.

c) System shall allow the addition of new fields of any type of the profile.

d) Authorised Internal User may edit/update the Member’s Profile.

e) Current membership numbering format shall be retained with capability to cater for growth and ability to do manual input.

6.2. Membership type, application and renewal

a) Able to cater to different membership types and annual fees:-

Membership Type Annual Subscription Fee

Remarks

(i) Fellow (Local) $800 in the first 5 years of membership and adjust to $500 on 6th year and onwards.

For new member, system able to pro-rate the fee by quarter according to date of admission, keep track of years of membership and auto adjust fee from $800/$400 to $500/$100 after the member has reached 5 years (i.e. 60 months) of membership.

(ii) Fellow (Overseas) $400 in the first 5 years of membership and adjust to $100 on 6th year and onwards.

(iii) Honorary Fellow, Distinguished Overseas Fellow

Not applicable

(iv) Ordinary Member $100

(v) Associate Member $200

(vi) Application Fee $40 Charge at application point.

b) Able to create new types of membership and its fee structure or schedule as determined by AMS.

c) Create workflow, including requisite forms and templates, to operationalise membership application and renewal process:-

(i) Completion of online application forms and allows upload and storage of photographs and supporting documents).


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(ii) There is an application processing fee for 1st time applicants. Submission of application can only be made with payment of application fee.

(iii) Authorised internal users able to assign selected external users as Reviewers and Censors.

(iv) Assign completed applications to Reviewers to evaluate and also to approve/reject application.

(v) Applications approved by Reviewers will be forwarded to Censors for review and endorsement.

(vi) Integrated to email server for Internal Users to notify applicants of successful/unsuccessful application and other concerns/notices;

(vii) For successful application, applicants will be required to accept membership terms and conditions. System to record the necessary declarations confirmed by applicants.

(viii) In the case of offline application, authorised Internal Users will enter the application into the system which will record the mode of application.

(ix) Accept application of membership in batches (e.g. Excel spreadsheets). (x) System must maintain history of membership renewals/period of

memberships and to record membership resignation/termination as requested by member/action by AMS.

(xi) Provide alerts for membership renewal and applicable annual subscription fees. Auto-generation of list based on definable parameters for campaign to renew membership. Membership staff may allocate sub-list to different staff for engagement.

6.3. Member dashboard, portal and other e-services

a) Create Member (including Resident/Trainee) dashboard to:-

(i) deploy secure Member access to his/her own membership profile; (ii) allow Member to access Members-only bulletin, information, resources,

material, publications (Annals), and privileges and benefits; (iii) update and maintain Member’s own profile and Members Directory Listing

on Members portal and AMS website; (iv) support online community and interactive forum facilitating information

sharing with and between members; (v) Allow Council, Board and Committee nomination and ballot process to be

conducted electronically and securely, i.e. including calls for nomination, submissions of nominations, and electronic voting.

b) Able to do online or offline payment of fees for membership application, annual subscription, and event and program fees.

c) Each Member should have a corresponding record with selected member data in NAV. All payments must be recorded in NAV.

d) Member and authorised Internal Users may view all engagement information with AMS such as member’s membership, payment transactions, donations, and event and program participation history. Member can view only his/her own data.

e) Record, track and manage Member’s appointment, service and engagements on Council, Boards and Committees of AMS and its Colleges, Chapters and Sections, including multi-committee management.


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f) Able to create campaigns to operationalise and record AGMs, Council, Board, Committees and Workgroup meetings, i.e. create meeting event, define/invite meeting members, send notice/invitation, upload agenda and papers, and track response and record attendance.

g) Able to create campaigns to operationalise and record lectureship, grant, and travel assistance awards including call for applications, submission of applications, evaluation by reviewers and notification of successful/unsuccessful applications.

7. DONATION SPECIFIC REQUREMENTS

7.1. Presently, AMS’ donation records are kept in excel file and details of donations are converted and upload to the IPC link software at the end of the year. No Donor Management System (DMS) is being used to manage donors as donation received by AMS is not significant. As such, Tenderer shall propose cost-effective solution/system to meet the present and prospective requirements:

a) Allow creation of different type of donation funds and a donation that is split over multiple funds.

b) Store donor’s particulars with the ability to configure/add the number/type of particulars to be stored, e.g. NRIC/FIN/UEN No., Name/Name of Company, Date of Birth/Date of Incorporation, etc.

c) Accept online donation, i.e. via CRM Website Portal, and offline donation.

d) Accept different modes of payment, e.g. cash, cheque, credit card, bank transfer, GIRO, etc.

e) Accept manual entry of individual donor information and also batch mode upload of donor information e.g. Excel spreadsheet of multiple donors.

f) View individual donor or corporate donation history.

g) View member’s donation history under member’s profile.

h) Update donation in NAV.

i) Allow creation of donation campaigns:

(i) Can mark approach towards donors, including do not approach, to be approached only by, donors to be targeted for specific events.

(ii) Campaign lists must be approved prior to mass mailing. (iii) Workflows can be specific per campaign. (iv) Able to track responses, e.g. email, mail, calls. (v) Progress monitoring of paid donations and pledge donations.

j) Able to create acknowledgment/receipt template, and email acknowledgement, etc.

k) Internal Users able to create donation statistics and reports and with ability to define data fields to include in report and layout/format.

l) Type of donation reports required:-

(i) List of Donations collected by each fund. (ii) Sources of donation collected, i.e. online, pledges, etc. (iii) Donor profiles. (iv) Donors and amount list by campaigns over the years.


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7.2. The system shall allow conversion and upload of donation file to IRAS IPC link software if no Donor Management system is used.

8. EVENTS/PROGRAM MANAGEMENT SPECIFIC REQUIREMENTS

8.1. Presently, AMS subscribes to an integrated online software for Event Management (rotated between GEVME and CVENT), starting from simplified event website creation, registration and payment management, email marketing, abstract submission and management, onsite and attendance tracking, analytics, and mobile apps. The current system has worked out to be expensive and inefficient:-

a) Annual subscription model and its requisite technical support costly.

b) Operating on a distinctly separate database from MMS, registration workflow process is not streamlined, i.e. registration particulars of members does auto-populate, and non-members and members not in good standing are not automatically disabled from enrolling preferential member fee.

c) Different payment e-payment gateway.

d) Unable to track history of members’ engagement with AMS.

8.2. As such, Tenderer shall propose a cost-effective integrated event management system deploying CRM Website Portal and applicable CMS to be interfaced with CRM and NAV where applicable, to meet the following requirements:

a) Event registration and management

(i) Create event and categorise event type and date for listing in AMS database/calendar of events.

(ii) Capability to assign access roles and rights to:- [1] Internal Users to manage and administer the event/program and its

campaigns. [2] External users to register, pay fees and submit abstracts.

b) Registration management

(i) Create customised registration and abstract submission online form and configure number and type of data to be captured abstract submission, i.e. registrant particulars, registration categories and fees, single/multi-sessions enrolment count, cap enrolment and generate waitlist for overbooking, etc.

(ii) Enable auto-population of registration particulars of existing external users and disable members not in good standing from enrolling the event/program or preferential member fees.

(iii) Also support registration where no registration fees are required. (iv) Allow external users (participants, speakers, presenters, exhibitors,

sponsors, etc.) to create login ID and minimise their input for future event registration.

(v) Deploy event dashboard templates for registered users to submit registration and pay fee.

(vi) Registration management where authorised internal users may view, approve/reject, email, check payment status of the various participants interested/registered for the event and make and manage reservations for potential participants.


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c) Payment management

(i) Payment for event participation is made at ePayment Gateway. (ii) Payment information to be updated in NAV and CRM.

d) Event publicity and marketing

(i) Using templates to customise event website/page (indices including home; event information; program; speakers and faculty; registration; abstract submission; hotel and travel; sponsorship and exhibition). Templates have the capability to drill down to sub-indices from each index and to create multi-sessions in order to cater for bigger events.

(ii) Able to edit/update website information and upload attachments as and when needed.

(iii) Publish and launch event website where External Users may search, register and pay for any event (online/offline) on the calendar of events for which they are eligible.

(iv) Email communication, confirmation of registration, update on program, reminders, etc.

e) Onsite and attendance tracking management

(i) On-site management tools to allow on-site self-service registration kiosks for walk-in participants and to make payments (online/offline).

(ii) Badges and labels accurately printed from the event database. (iii) Manage attendance check-in and recording (iv) Keep track of continuing medical education attendance at event’s sessions

using barcode/QR scanners integrated with the system. (v) Create and issue electronic certificate of attendance. (vi) Create and build survey.

f) Event monitoring, reports and others

(i) Database import and export capabilities. (ii) Track event registration data and produce event and financial report.

9. ABSTRACT MANAGEMENT SPECIFIC REQUIREMENTS

9.1. AMS has an online abstract submission module in its MMS. It has never been used largely due to it being a standalone basic, inflexible and rather unfriendly system. Presently, the abstract submission and management workflow for many events/programs are done and administered manually on Microsoft Word via email. Only for major events/programs, AMS will subscribe to an online abstract management system when funding is available or permits.

9.2. As such, Tenderer shall propose a cost-effective online abstract management system which can be deployed from the proposed events management platform or to be used independently on its own.

a) General

(i) Purpose-built templates where internal users can select for specific use. (ii) Templates shall allow internal users to customise workflow process,

number and types of data to be captured, and assessment criteria, scoring and ranking.


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(iii) Able to define user authentication access and manage abstract submitters.

b) Submission

(i) Configure abstract submission portal/dashboard. (ii) Customise online submission form where it allows external users to submit

multiple submissions and edit submissions until defined deadline. (iii) Allow documents, i.e. word, image, and video files, to be attached or

uploaded with the submissions. (iv) Publish call for submission to eligible external users. (v) Generate automated notification for submissions submitted.

c) Assignment, review and approval/rejection

(i) Able to assign selected external users as Chief Reviewer(s) and Reviewers and also allow for grouping of reviewers.

(ii) Assign submissions to Reviewers according to type, category and topic where applicable.

(iii) Reviewers can access online to do evaluation, scoring, ranking, shortlisting and recommendation.

(iv) Allow Chief Reviewer(s) to further moderate and approve/accept the shortlisted/recommended submissions.

(v) Notify submitters of review outcome, i.e. acceptance/rejection.

d) Scheduling and programing

(i) Able to schedule accepted submissions into event program agenda or timetable.

(ii) Notify successful applicants/submitters of presentation schedule in event program.

e) Publication of proceedings

(i) Able to customise proceedings for export and publication.

10. AWARD AND GRANT APPLICATION MANAGEMENT SPECIFIC REQUIREMENTS

10.1. Presently, award and grant application processes in AMS are administered manually. Tenderer shall propose an efficient and effective web-based system to operationalise and manage award and grant applications, meeting the following requirements:

a) General

(i) Purpose built templates where internal users can select for specific use, i.e. to manage and process applications/nominations for awards, grants, and travel assistance.

(ii) Templates shall allow Internal Users to customise workflow process, number and types of data to be captured, and assessment criteria, scoring and ranking, etc.

(iii) Able to define user authentication access and manage applicants.

b) Application

(i) Configure application portal/dashboard. (ii) Customise online submission forms where it allows external users to submit

multiple applications and edit until defined deadline.


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(iii) Allow documents, i.e. word, image, and video files, to be attached or uploaded with the applications.

(iv) Publish call for award/grant application to eligible external users. (v) Enable to set criteria to bar external users / members not in good standing. (vi) Automated notification for applications submitted.

c) Assignment, review and approval/rejection

(i) Able to assign selected external users as Chief Reviewer(s) and/or Reviewers and also allow for grouping of reviewers.

(ii) Assign submissions to Reviewers according to type, category and topic where applicable.

(iii) Reviewers can access online to do evaluation, scoring, ranking, shortlisting and recommendation online.

(iv) Allow Chief Reviewer(s) to further moderate recommendations and select successful award/grant applications.

(v) Notify applicants of application outcome, i.e. successful/unsuccessful.

11. ACCESS TO E-LEARNING MANAGEMENT SPECIFIC REQUIREMENTS

11.1. All access to AMS e-learning management system will be done through CRM Website Portal hence secured communication and interface is required between the two systems.

11.2. Members in good standing shall be given seamless and direct access to AMS e-learning management system from their respective Member’s dashboard. Non-Members shall be required to register and make payment on CRM Website Portal first before they can access AMS e-learning management system to attempt the online courses and modules.


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SECTION IV:

AMS CURRENT

ORGANISATION STRUCTURE &

SYSTEMS WORKFLOW


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1. ORGANISATION STRUCTURE AND RELATIONSHIP OF AMS AND ITS COLLEGES


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2. AMS ORGANISATION CHART

3. CURRENT SYSTEMS INTEGRATION DIAGRAM


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3.1. Description of Current Systems

System & Area Description

Membership Management System

(Membership)

The system is used to process new membership application, maintain members’ subscription details.

The system also prints membership invoices, statement of accounts, reminders and correspondence with members.

The system generates reports, such as admission report, membership status, membership type, track/expiry date of membership card etc.

AMS Portal/AMS eLearning system

(Membership and Education & Training)

It is an online portal used by trainees to make payments for membership fees and training courses they have registered with AMS. Trainees are redirected from the website to OCBC payment portal to make payments after they have selected the courses or membership year at the portal.

GEVME

(Event Management System)

Conference and events are created in the system. Attendees log on to the online system to register for the event and are directed to the OCBC payment portal to make payment for the event.

Registration and payment status reports are generated from the system.

OCBC Payment Portal

(Finance)

Finance download settlement reports in excel format from the OCBC website for online payments made by trainees for membership fees, courses and conferences.

Finance then provide additional information which was missing in the downloaded excel files and manually input data in the finance system.

DBS Ideal

(Finance)

Collection for membership fees, courses and events are credited to DBS automatically from OCBC bank. it’s also used for payroll to employee.


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4. ACCOUNTS RECEIVABLES (AR) INVOICE WORKFLOW

4.1. Membership AR Invoice


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4.2. Other AR Invoice


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5. ACCOUNTS RECEIVABLES (AR) RECEIPTS WORKFLOW

5.1. Membership AR Receipts


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5.2. Other AR Receipts


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6. MEMBERSHIP AR CREDIT NOTE WORKFLOW


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7. ACCOUNTS PAYABLES (AP) WORKFLOW


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8. TAX-DEDUCTIBLE DONATION WORKFLOW


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9. PAYROLL WORKFLOW


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10. STAFF DISBURSEMENT WORKFLOW


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11. FINANCE SYSTEM (ACCPAC) AND WORKFLOW

12. FINANCIAL ACCOUNTING SYSTEM

12.1. Approving authority grouping

a) Group A

(i) Director 1 (ii) Director 2

b) Group B


c) Group C


12.2. Signing authority

a) Any amount: 1 from Group A + 1 from Group B

b) Amount < $10,000: 1 from Group B + 1 from Group C


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12.3. Existing financial reports and documents

a) Trial balance

b) Monthly income and Expenditure Statement (AMS/College in prescribed format)

c) Monthly Balance Sheet (AMS/College in prescribed format)

d) Consolidation of Income and Expenditure (prescribed format)

e) Consolidation of balance sheet (prescribed format)

f) General Ledger report

g) Sub-ledger transaction report (before posting)

h) Sub-ledger transaction report (after posting)

i) Income & Expenditure report of courses and events

j) Detailed transaction reports of courses and events

k) Monthly collection of membership fees sort by:-

(i) Colleges (ii) Colleges, invoice by financial year (invoices are issued 2 months in advance

before start of FY)

l) Ageing of Accounts Payables

m) Ageing of Accounts Receivables

n) GST report

o) Fixed assets and depreciation report

p) AR Tax-invoice (with AMS/non-independent College logo)

q) AR Tax-Credit note (with AMS/non-independent College logo)

r) AR non-Tax invoice (with Independent College logo)

s) AR non-Tax Credit note (with Independent College logo)

t) Payment voucher (with AMS/College logo)

u) Journal Vouchers

v) Receipt (with AMS/College logo)

13. LIMITATIONS OF THE CURRENT FINANCE SYSTEM

13.1. Duplicate work in MMS and Accpac Systems.

13.2. Errors often appear when exporting membership invoices to Accpac system.

13.3. GST report provides cumulative records from day 1 (Year 2009). There is no filter function.

13.4. Non-Independent Colleges do not have separate sets of accounts codes for Accounts Receivables and Accounts Payables. As such, balance sheet has to be prepared manually outside the system in Excel.

13.5. Staff cannot sort or filter reports when downloaded in Excel, eg accounts codes and description are displayed in separate rows.


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13.6. System does not allow upload transactions using Excel in replace of data entry.

13.7. System does not allow user to self-amend AR invoice format and wordings.

13.8. System does not have audit trial on who enters the transactions.

13.9. System does not have budget module.

13.10. System does not have copy function.

13.11. System does not have Debit note function (to be used for intercompany billing where GST is not required).

13.12. System does not have drill down function to read transactions.

13.13. System does not have fixed assets module. Fixed assets are maintained in Excel.

13.14. System does not have purchase order function. Purchase order is prepared in Excel. Duplicate effort in entering the same information in system purchase invoice function.

13.15. System does not interface with banks for banking transactions.

13.16. System has insufficient project codes. As there are only 99 codes, staff is required to recycle project codes and store information in Excel.

13.17. System is unable to detect duplicate purchase invoice number.

13.18. System is unable to generate AR and AP invoice number in sequential order.

13.19. System is unable to print payment voucher. Duplicate effort in preparing payment voucher in Excel and system.

13.20. System is unable to provide membership collection report. Information is maintained manually in Excel.

13.21. System report writer is difficult to use.

13.22. System requires 2 levels of posting, i.e. Sub-ledger and General ledger.

13.23. System requires staff to log in and out to access different Colleges.

13.24. System requires staff to manually tag General Ledger batch report with sub-ledger report. If this step is not done, user is unable to trace source document.

13.25. System unable to consolidate financials of Independent Colleges.

13.26. System requires staff to enter AR receipt and AP payment into accounting system and update source department in separate platform, e.g. email, verbal, shared file, etc.

13.27. System requires staff disbursement to be made in 2 different platforms: Excel and HR systems.


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14. MEMBERSHIP SYSTEM AND WORKFLOW

14.1. Membership application process


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14.2. Membership subscription invoice an payment follow-up


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14.3. Change of membership type


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14.4. Membership resignation workflow

14.5. Membership reports and documents

a) Print invoice

b) Print statement of accounts

c) Payment reminder

d) New member admission report

e) New application status report

f) Existing member – Membership type report

g) Existing member – Membership status report


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h) Report – College amount allocation

i) Generate annual invoice for the whole database

j) Report – Track issue date / expiry of membership card

k) Report – Track members who are active exempt

l) Report by public or private sector

m) Financial report (invoices) by Colleges / Chapters

15. LIMITATIONS OF THE MEMBERSHIP MANAGEMENT SYSTEM

15.1. Duplicate work in MMS and Accpac system e.g. update of mailing address, membership has to update Finance separately to update Accpac system.

15.2. Errors often appear when exporting membership invoices to Accpac system.

15.3. Receivables are not synchronised to MMS in real time.

15.4. Unable to assign different types of access right according to roles and responsibilities.

15.5. No audit/trail or record log of user actions on input and amendments.

15.6. Unable to record dual specialties for members. MMS is only able to list the main specialty.

15.7. Name search under members has to be with comma if member’s name in record has comma.

15.8. Sending reminder statements to members have to go into INVOICE tab manually. It would be great if we can send reminders directly from the member’s portal instantly.

15.9. When updating member’s particulars such as email address, address, contact number etc., membership personnel cannot do 2 tasks simultaneously. Current process is to update remarks column first with new email address or contact then SAVE. Followed by updating new address or new practice place address then SAVE.

15.10. Membership card is manually updated in membership portal. Members holding expired cards should have auto system generate via email notifications to Admin showing the list of members to process their card renewal.

15.11. Applicants who have listed their referees in their application forms should have the MCR / DCR numbers and admission dates auto popped up once they keyed in the referee’s name to save time on searching these details by membership personnel.

15.12. Members in arrears should have the email reminder auto generated monthly in their emails to promote efficiency in membership collection.

15.13. If members opted for GIRO payments, the following year statements should reflect their payments being made through GIRO, so that members and membership officer are aware of their GIRO arrangement.

15.14. Membership invoicing should be linked to Finance on any payments made by members to avoid miscommunication.


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15.15. As MCR/DCR number is a unique identification, applicant’s names must follow the names registered in SMC or SDC for purpose of printing out names on the certificates to avoid unnecessary errors.

15.16. For applications, applicants who have paid their application fees and membership fees before they are converted to members should have their statements clear after converting to members. To avoid unnecessary process of doing double job to offset the payments made by the members.

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