๐ CONFIDENTIAL - PROPRIETARY INFORMATION ๐
๐ Assessment Questionnaires - Round 2
Please provide your responses to help us refine our technical proposal
โน๏ธ How to Use This Form:
- Click on each category to expand and view questions
- Enter your response in the answer field
- Attach supporting documents or files if needed
- Required duration indicates the time needed to provide a complete answer
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| # | Question | Saudia Response | Attach File |
|---|---|---|---|
| 1 | Will service delivery for this phase be limited to the SAUDIA Jeddah site only? | ||
| 2 | Does SAUDIA require a separate Business Continuity/Disaster Recovery (BCP/DR) operating site from TP's side during this phase? | ||
| 3 | Should all end-user devices be integrated into SAUDIA's domain rather than TP's domain? | ||
| 4 | Will all remote workers use SAUDIA's VPN for access rather than TP's VPN infrastructure? | ||
| 5 | Does SAUDIA manage and own all VPN licenses, Multi-Factor Authentication (MFA), and remote-access policies? | ||
| 6 | Are application licenses, platform licenses, operating system licenses, endpoint security, and telephony licenses all outside TP's responsibility? | ||
| 7 | Is SAUDIA fully responsible for license procurement, activation, renewal, and compliance management? | ||
| 8 | Is TP's responsibility limited to preparing endpoint hardware and maintaining local site infrastructure, excluding platform administration? | ||
| 9 | Will TP establish secure IPSec tunnels connecting from TP's site to SAUDIA's Main Data Center and Disaster Recovery Center? | ||
| 10 | Should MPLS/VPLS/private WAN infrastructure be excluded from TP's scope for this phase? | ||
| 11 | Are dual Internet Service Providers (ISPs) required for high availability at TP's site? | ||
| 12 | In a failover scenario, must the backup internet connection sustain the complete operational workload? | ||
| 13 | Should we use the current standard for bandwidth calculations: 0.55 Mbps per concurrent agent (voice/recording) + 0.20 Mbps (data) = 0.75 Mbps total per agent? | ||
| 14 | Should inbound call collection and aggregation from KSA and international sources remain outside TP's responsibility? | ||
| 15 | Are SIP trunks, Session Border Controllers (SBCs), carrier contracts, number hosting, and telecom routing all outside TP's scope? | ||
| 16 | Should Genesys platform configuration, administration, routing logic, dial plan, and telephony core setup remain outside TP's responsibility? | ||
| 17 | Is TP excluded from IVR development, routing design, and telephony flow configuration? | ||
| 18 | Will call recording be managed by SAUDIA/IST (Internal Service Team) rather than TP? | ||
| 19 | Should any on-premises servers, storage, or application hosting at TP's site be excluded from this proposal? | ||
| 20 | Will any public-facing infrastructure from TP's side be required in this phase? | ||
| 21 | Should TP send security and infrastructure logs from in-scope components to SAUDIA's monitoring tools? | ||
| 22 | Who will be responsible for endpoint security (EDR/Antivirus/Vulnerability management) on user devices after domain integration? | ||
| 23 | Is TP's operational support limited to local hardware, LAN, firewall, and internet connectivity only? | ||
| 24 | Are domain management, application issues, VPN connectivity problems, and Genesys platform issues outside TP's operational support scope? | ||
| 25 | Is 24/7 operational support expected for infrastructure delivered and managed by TP? | ||
| 26 | Should SAUDIA-site workstations and peripherals be included in the solution, or should they be priced separately? |
| # | Question | Saudia Response | Attach File |
|---|---|---|---|
| 27 | How many departments will require access to the centralized Knowledge Base system? | ||
| 28 | How many total users will access the Knowledge Base (including both concurrent and non-concurrent users)? | ||
| 29 | How many author accounts are needed for managing and updating the Knowledge Base content? | ||
| 30 | How many existing knowledge sources should the new Knowledge Base system integrate with to create a unified repository? | ||
| 31 | Can you provide details about your current knowledge sources (e.g., SharePoint, shared drives, websites, files, databases)? | ||
| 32 | What formats are your current knowledge documents in (e.g., PDF, Word, Excel, HTML, or other formats)? | ||
| 33 | Approximately how many knowledge documents will be migrated to the new system (e.g., 5,000, 10,000, or more)? | ||
| 34 | If you plan to use AI-powered features like 'Ask AI' or a Digital Assistant, how many questions per day would an average user ask? | ||
| 35 | Should the Knowledge Base integrate with SAUDIA's public website portal? If yes, how many monthly/yearly visits do you expect? | ||
| 36 | Are there any specific requirements or challenges you'd like us to consider in our proposed Knowledge Base solution? |
| # | Question | Saudia Response | Attach File |
|---|---|---|---|
| 37 | Please provide historical transaction volume data for all channels (Phone, Email, Social Media, Live Chat, etc.) for the past 2 years. | ||
| 38 | Please provide historical Average Handle Time (AHT) and resolution times for all channels for the past 2 years. | ||
| 39 | Please provide specific transaction arrival patterns for all channels over a 6-month period (including Ramadan data). | ||
| 40 | Please provide Average Handle Time and resolution times by interval for all channels over a 6-month period (including Ramadan). | ||
| 41 | What is the average number of concurrent chat sessions that each agent will manage? | ||
| 42 | What percentage of contacts require multilingual support? Please provide the language distribution breakdown. | ||
| 43 | What are the required service hours (Hours of Operation/HOOP) for each communication channel? | ||
| 44 | How is call traffic distributed across different customer segments (AlFursan members, Corporate/Travel Agencies, Government, General Passenger)? | ||
| 45 | Please provide the top 30 call disposition/wrap-up codes with volume, AHT, and frequency ranking. (Monthly data) | ||
| 46 | Please provide IVR navigation report showing call flow paths, self-service containment rates, and drop-off points. (Monthly data) | ||
| 47 | Please provide transfer and escalation report showing volumes between queues and supervisor escalations. (Monthly data) | ||
| 48 | Please provide repeat contact rate showing the percentage of customers who contact again within 7 days for the same issue. (Monthly data) | ||
| 49 | Please provide First Contact Resolution (FCR) rate by service type and communication channel. (Monthly data) | ||
| 50 | Please provide digital channel containment rate showing the percentage of Web Chat and Social Media interactions resolved without agent assistance. (Monthly data) | ||
| 51 | Please provide Average Speed of Answer (ASA) by queue and time of day for all channels. (Monthly data) | ||
| 52 | Please provide abandonment rate data by queue, time of day, and day of week. (Monthly data) | ||
| 53 | Please provide Customer Satisfaction (CSAT) and Net Promoter Score (NPS) data by channel and interaction type. (Monthly data) | ||
| 54 | Please provide agent occupancy rate breakdown by team and shift for the past 2 years. | ||
| 55 | Please provide annual attrition rate and shrinkage percentage data for your current contact center team. | ||
| 56 | Please provide hourly arrival patterns showing average calls/interactions per hour of the day for all channels. (6-month data) | ||
| 57 | Please provide daily arrival patterns showing average interactions per day of the week for all channels. (6-month data) | ||
| 58 | Please provide seasonal and event-based traffic spike data correlated with Hajj, Umrah, national holidays, and promotional campaigns. (Past 2 years) | ||
| 59 | Please provide detailed API documentation for Amadeus GDS system including booking retrieval, modification, cancellation, seat selection, and ticketing. | ||
| 60 | Please provide CRM (Microsoft Dynamics) API documentation including customer profile lookup, interaction history, and case creation capabilities. | ||
| 61 | Please provide AlFursan Loyalty System API documentation including member tier lookup, miles balance, redemption, and tier upgrade eligibility. | ||
| 62 | Please provide Payment Gateway (Qwikcilver / SAP) API documentation for payment status verification and e-ticket resend capabilities. | ||
| 63 | Please provide Baggage Tracking System API documentation including real-time baggage status and claim filing capabilities. | ||
| 64 | Please provide current Knowledge Base system documentation (SharePoint / Shared Drive) including content structure and access for AI training and migration. |
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