---
source: SOW_ Digital Manpower Augmentation - TU-202606-100447.pdf
tender: TU-202606-100447
converted: 2026-08-05
---

# Scope of Work - Digital Skills Services - Master Services Agreement (TU-202606-100447)

| Field | Value |
| --- | --- |
| Issuing | TPO Management Services |
| Issue Date | July, 2026 |

## 1. Description of Work

TPO Management Services (hereinafter referred to as the Authority) invites qualified vendors to submit proposals for the establishment of a Master Services Agreement for IT Digital Skills Services, Staff Augmentation, Specialist Consulting, Project Delivery Support, and Managed Workforce Services.

The purpose of this RFP is to appoint one or more vendors capable of supplying qualified technology and operational resources under an approved MSA framework. The MSA shall establish the commercial models, governance procedures, security requirements, rate-card structure, onboarding controls, Work Order mechanism, and performance obligations for future resource and service requests.

The MSA shall not, by itself, authorize the Vendor to commence work or mobilize resources. Each specific engagement shall be initiated only through an approved Work Order, Resource Order, Task Order, Statement of Work, or Service Schedule issued by the Authority.

The selected Vendor shall operate as a controlled extension of the Authority IT function, while remaining responsible for employment administration, mobilization, payroll, statutory compliance, benefits administration, replacement support, commercial reporting, and contractual governance in accordance with the selected commercial model.

## 2. Definitions and Abbreviations

| Term / Acronym | Definition |
| --- | --- |
| Authority | TPO Management Services or the procuring organisation issuing this RFP |
| Vendor / Bidder | The outsourcing company, systems integrator, staffing provider, MSP, or professional services firm responding to this RFP |
| MSA | Master Services Agreement governing terms, rate cards, governance, and work order mechanisms |
| Work Order / Resource Order | A written authorization issued under the MSA for a specific role, task, service, or deliverable |
| Cost Plus | Actual approved resource cost plus an agreed management fee, margin, or topping charge |
| FTE / Fixed Monthly | A dedicated full-time resource supplied at a fixed monthly rate |
| T&M | Time and Material services billed against approved hourly or daily rates |
| MSP | Managed Service Provider model for centralized supplier/resource governance |
| Rate Card | Pre-approved role-based commercial rates used for call-off requirements |
| KPI / SLA | Key Performance Indicator / Service Level Agreement |

## 3. Service Type & Contract Structure

Engagement Model: Master Services Agreement with approved Work Orders, Resource Orders, Task Orders, Statements of Work, or Service Schedules.

Service Category: IT Digital Skills Services outsourcing, staff augmentation, specialist consulting, project delivery support, managed workforce governance, and optional managed service towers.

Delivery Location: Authority premises in Abu Dhabi by default. Remote, offshore, or hybrid delivery shall not be assumed and shall require explicit written approval from the Authority.

Environment Type: Government-controlled, security-sensitive, on-premises first, private data center hosted where applicable, and subject to Authority IT governance, access control, cybersecurity, HR, procurement, and finance procedures.

The Vendor shall provide qualified personnel and controlled delivery capability across multiple IT domains. The Vendor shall also provide transparent commercial structures that allow the Authority to select the most appropriate model for each resource, workstream, project, or service tower.

The engagement will be governed by a MSA with an initial term of 12 months, with options to extend it.

## 4. Business Context

The Authority requires a scalable and governed outsourcing framework to support digital transformation, enterprise application delivery, infrastructure modernization, cybersecurity, data platforms, integration, IT operations, and business technology support. The Authority requires access to high-quality resources while maintaining security control, day-to-day delivery oversight, and transparent commercial governance.

The selected Vendor must be capable of supporting variable demand. Some requirements may be long-term embedded resources, while others may require short-term specialists, project-based deliverables, managed service towers, or urgent replacement capacity. The MSA must therefore provide flexibility without weakening procurement control, approval discipline, confidentiality, or accountability.

The Authority expects bidders to propose a practical and commercially balanced model. Bidders shall not only submit rates. Bidders shall recommend the most suitable operating model or combination of models and explain the cost-control mechanisms, governance requirements, benefits, limitations, and risk controls for each option.

## 5. MSA Commercial Architecture and Model Benefits

The Authority intends to establish an MSA that supports multiple commercial models. The preferred structure is a Master Services Agreement supported by a pre-approved rate card, transparent cost-plus schedules, and controlled Work Orders. The Authority reserves the right to apply different models to different roles, service towers, or projects.

### 5.1 Cost Plus Open-Book Model

The Cost Plus model shall be used where transparency is more important than fixed price predictability. Under this model, the Vendor shall disclose the approved salary or resource cost and add only the agreed management fee, margin, or topping charge. The Vendor shall provide a monthly cost breakdown showing salary, statutory costs, benefits, visa and work permit costs, insurance, leave provisions, air ticket provisions, gratuity, accommodation where applicable, onboarding costs, and management fee.

Key benefits of Cost Plus for the Authority include full visibility of cost components, easier benchmarking against market salary levels, reduced risk of hidden margin, more control over high-demand specialist hiring, and better ability to approve or reject individual salary proposals before mobilization. This model is preferred for rare skills, highly specialized consultants, client-nominated resources, long-term embedded resources, and roles where the Authority requires cost transparency.

The Vendor shall clearly state whether each cost is actual, provisioned, amortized monthly, one-time, reimbursable, or included in the management fee. The Vendor shall not apply duplicate charges to the same cost component.

Under the Cost Plus Open-Book Model, the Vendor shall provide a transparent itemized breakdown showing how each resource's total monthly charge is calculated, including salary, statutory costs, benefits, visa/insurance, leave/gratuity provisions, approved pass-through costs, and Vendor management fee or margin. The Vendor shall clearly state which costs are recurring, one-time, reimbursable, or margin-bearing, and the Authority reserves the right to request supporting evidence for any cost component before approval.

### 5.2 FTE / Fixed Monthly Resource Model

The FTE or Fixed Monthly Resource model shall be used where the Authority requires predictable monthly cost and dedicated full-time capacity. Under this model, the Vendor shall supply a dedicated resource at an approved monthly rate for an agreed minimum term. The monthly rate must include all standard employment, mobilization, payroll, benefits, administration, and Vendor management costs unless explicitly excluded.

Key benefits of the FTE model include budget predictability, simplified monthly invoicing, dedicated availability, continuity of knowledge, easier resource planning, and faster operational integration with Authority teams. This model is preferred for standard repeatable roles such as developers, business analysts, QA engineers, support engineers, DevOps engineers, data engineers, UI/UX designers, ITSM resources, and infrastructure engineers.

The Vendor shall define the replacement lead time, leave coverage approach, minimum commitment period, notice period, mobilization lead time, and what benefits are included in the fixed monthly rate. The Authority shall retain the right to interview, reject, request replacement, and approve each proposed FTE resource before mobilization.

Under the FTE / Fixed Monthly Resource Model, the Vendor shall provide dedicated full-time resources at an agreed fixed monthly rate, with a clear catalogue of available positions that can be supplied during the service term. The Vendor shall categorize each role by seniority level, such as Junior, Mid-Level, Senior, Lead, and Expert/Architect, and shall clearly define the required experience, skills, certifications, mobilization timeline, replacement terms, and monthly rate for each level.

### 5.3 Time and Material Model

The Time and Material model shall be used for variable demand, short-term technical support, technical investigations, advisory services, emergency troubleshooting, architecture reviews, code reviews, testing support, and other activities where scope is not sufficiently defined for a fixed price. Services shall be billed only against approved timesheets and approved rates.

Key benefits of T&M include flexibility, rapid access to specialists, suitability for uncertain workload, and ability to control expenditure through caps, approvals, and time reporting. The Vendor shall define the hourly rate, daily rate, minimum billing unit, approval process, timesheet procedure, overtime policy, and monthly cap where applicable.

### 5.4 Fixed Price Model

The Fixed Price model shall be used only for clearly defined deliverables, implementation packages, migrations, reports, enhancements, assessments, or project milestones. The Vendor shall commit to a fixed scope, fixed deliverables, fixed acceptance criteria, fixed timeline, and fixed price.

Key benefits of Fixed Price include stronger delivery accountability, milestone-based payment control, reduced cost uncertainty, and clearer acceptance governance. This model shall not be used for ambiguous or evolving requirements unless a formal discovery phase is completed first.

Under the Fixed Price Model, the Vendor shall provide both a commercial model and a technical execution model for each proposed project, including clear scope boundaries, deliverables, milestones, implementation approach, assumptions, dependencies, acceptance criteria, payment triggers, and change-control process. The Vendor shall be fully accountable for delivering the agreed scope within the approved timeline and fixed price, and the proposal shall include a delay remedy or penalty mechanism for unjustified delays, non-performance, or failure to meet agreed milestones, while excluding delays caused by Authority dependencies, approved scope changes, or force majeure events.

### 5.5 Managed Service Provider Model

The MSP model shall be used where the Authority requires centralized workforce governance, supplier coordination, consolidated reporting, rate governance, onboarding tracking, timesheet consolidation, supplier performance monitoring, replacement coordination, and a single operational point of accountability across multiple suppliers or resource categories.

Key benefits of MSP include stronger governance across vendors, reduced administrative burden for the Authority, standardized supplier onboarding, consolidated workforce reporting, improved rate compliance, improved SLA monitoring, and better visibility of total managed spend. The MSP fee shall apply only to approved third-party supplier spend managed by the Vendor and shall not duplicate charges already included in direct resource rates.

Under the Managed Service Provider (MSP) Model, the Vendor shall provide a clearly defined managed service structure, including service scope, team sizing, service catalogue, SLA/KPI framework, escalation model, governance process, reporting dashboards, and training plan for the MSP team. The MSP offering shall be sized into Small, Medium, and Large service packages, with each package clearly defining included roles, coverage hours, expected workload capacity, service levels, monthly fee, assumptions, exclusions, and scalability options.

The Vendor shall provide a KPI model with measurable thresholds for service continuation, service improvement, financial penalties, or termination rights, including but not limited to SLA achievement, incident response, request fulfillment, backlog control, resource availability, reporting quality, user satisfaction, and compliance with Authority procedures. Continued use of the MSP service shall be subject to achievement of the agreed KPI thresholds, and repeated failure to meet the agreed thresholds without justified cause may result in service credits, penalties, corrective action plans, suspension, or termination of the MSP scope.

### 5.6 Rate Card / Call-Off and Hybrid Model

The Rate Card / Call-Off model shall be used to pre-approve role categories, seniority bands, and commercial rates so the Authority can call off resources faster through Work Orders. The Hybrid model may combine Cost Plus, FTE, T&M, Fixed Price, MSP, and Rate Card elements where such combination provides better value, delivery accountability, or flexibility.

The Vendor shall clearly identify where a hybrid approach is recommended and shall ensure that the same management fee, benefit, payroll item, mobilization cost, or supplier governance cost is not charged more than once.

## 6. Expected Outcome and Scope of Services

The expected outcome is a governed MSA framework that enables the Authority to source, approve, mobilize, manage, and replace qualified IT resources and specialist consultants through controlled Work Orders and transparent commercial mechanisms.

The scope of services may include workforce planning, role definition support, candidate sourcing, candidate screening, CV submission, interview coordination, offer management, employment administration, visa and work permit coordination, onboarding, payroll, benefits administration, attendance and leave reporting, resource governance, replacement, performance tracking, reporting, offboarding, and knowledge transition.

The MSA may also be used for project delivery support, application development, product delivery, infrastructure support, network support, cybersecurity support, DevOps support, data and analytics, database administration, ERP support, ITSM support, UI/UX design, QA/QC, technical writing, architecture advisory, and resident consultant services.

### 6.1 Capability Areas

- Application Development: backend, frontend, full stack, low-code, and mobile development.
- Quality Engineering: manual QA, automation testing, SDET, test planning, SIT support, and UAT support.
- Integration and DevOps: API engineering, integration middleware, CI/CD, DevOps automation, Kubernetes, and release support.
- Data and Analytics: data engineering, BI development, data architecture, reporting, dashboarding, and data platform support.
- Business Analysis and Product: requirements engineering, product ownership, process mapping, user stories, and stakeholder coordination.
- Infrastructure and Datacenter: systems, virtualization, Nutanix, storage, backup, network, patching, and disaster recovery support.
- Cybersecurity: IAM, SOC, security engineering, vulnerability management, GRC, and security architecture support.
- Enterprise Applications: ERP, Odoo, Oracle ERP, Microsoft platforms, application support, and functional consulting.
- Design and Documentation: UI/UX, design systems, executive visualization, technical writing, and knowledge-base development.
- Specialist Consulting: enterprise architecture, solution architecture, security architecture, data architecture, and technical advisory.

## 7. Delivery, Security, and Compliance Requirements

The Vendor shall perform all services in accordance with Authority security, IT governance, HR, procurement, data protection, access-control, and operational procedures. All resources shall comply with confidentiality obligations and shall sign required NDAs before accessing Authority premises, systems, documents, code, data, or environments.

The default delivery location shall be onsite at Authority premises in Abu Dhabi. Remote work, offshore work, nearshore work, external devices, personal devices, public repositories, SaaS tools, and unapproved collaboration or remote-access platforms shall not be used unless explicitly approved in writing by the Authority.

The Vendor must ensure that no unauthorized internet connectivity, data transfer, code transfer, credential sharing, removable media usage, or third-party tool usage occurs. Access shall be based on least privilege and shall be revoked immediately upon role completion, replacement, termination, or offboarding.

### 7.1 Resource Benefits and Employment Compliance

For Cost Plus and FTE resources, bidders shall clearly state the employment benefits and statutory provisions included in their commercial model. These may include visa or work permit, Emirates ID, medical insurance, family medical insurance where approved, incoming air ticket, annual air ticket, leave salary, sick leave treatment, gratuity provision, payroll administration, WPS compliance, HR support, workmen compensation insurance, professional indemnity insurance, and general third-party liability insurance.

The Vendor shall distinguish between benefits included in the monthly rate, benefits billed at actual cost, benefits amortized over 12 months, and benefits requiring prior Authority approval. No benefit, allowance, insurance, or statutory cost shall be invoiced unless included in the approved commercial schedule or approved Work Order.

## 8. Service Governance, Reporting, and KPIs

The Vendor shall provide a structured governance model to manage resource demand, sourcing, onboarding, performance, replacement, invoicing, and reporting. At minimum, the Vendor shall conduct weekly operational reviews during mobilization, monthly service reviews during steady state, and quarterly business reviews where requested by the Authority.

The monthly management report shall include active resources, open requisitions, submitted candidates, interview status, mobilization status, attendance, leave, timesheets, replacement status, issues, risks, SLA/KPI performance, work order status, financial consumption, and any required security or compliance observations.

The Vendor shall propose service-level targets for candidate submission, mobilization, replacement, report submission, query response, timesheet submission, invoice accuracy, issue escalation, and offboarding completion. SLA targets shall be finalized during MSA negotiation and may vary by role criticality, scarcity, and security requirements.

## 9. Pricing and Commercial Response Requirements

Bidders shall submit a complete commercial response covering all proposed models. Pricing must be clear, auditable, and separated by role, seniority, delivery location, model, billing basis, included benefits, exclusions, escalation, taxes, overtime, onboarding cost, replacement cost, and mobilization assumptions.

The commercial response shall include a role-based rate card for monthly, daily, and hourly billing where applicable. It shall also include a Cost Plus template showing salary, statutory cost, benefits, one-time costs, recurring costs, Vendor margin, and total monthly cost. Fixed Price proposals shall include deliverables, milestones, payment triggers, assumptions, exclusions, and acceptance criteria.

For MSP models, bidders shall define the MSP fee basis, managed spend definition, minimum and maximum fee, supplier onboarding process, governance scope, no-duplicate-charging approach, and any separate VMS or tool cost. Managed spend must exclude VAT, penalties, hardware, software, approved reimbursable travel, and one-time government charges unless expressly agreed in the MSA.

### 9.1 Commercial Response Template

| Commercial Model | Required Vendor Response |
| --- | --- |
| Cost Plus | Open-book cost build-up, salary, statutory costs, benefits, margin, exclusions, and total monthly cost |
| FTE / Fixed Monthly | Role, seniority, fixed monthly rate, included benefits, minimum term, replacement terms, and notice period |
| T&M | Hourly rate, daily rate, minimum billing unit, approval process, cap, and timesheet method |
| Fixed Price | Scope, deliverables, milestones, payment triggers, assumptions, exclusions, and acceptance criteria |
| MSP | Managed spend definition, MSP fee, governance scope, reporting, no duplicate charging, and supplier management approach |
| Rate Card / Hybrid | Role bands, rate validity, escalation cap, call-off process, and hybrid charging rules |

## 10. Resource Mobilisation, Onboarding, Replacement, and Continuity

The Vendor shall follow a controlled resource lifecycle covering requirement confirmation, sourcing, screening, CV submission, technical interview, commercial approval, background verification, security clearance where required, onboarding, service delivery, performance tracking, replacement, knowledge transfer, and offboarding.

The Authority reserves the right to reject any proposed resource before or during assignment. If a resource is rejected, underperforming, unavailable, or unsuitable, the Vendor shall provide a replacement that meets or exceeds the original requirement. Replacement shall be at no additional cost where the replacement is due to Vendor performance, resource unsuitability, resignation, or failure to meet agreed requirements.

The Vendor shall ensure continuity through overlap periods, handover notes, KT sessions, access transition, documentation transfer, and performance monitoring. No billing shall apply for unapproved resources, absent resources, rejected resources, or resources who have not completed the required onboarding process.

## 11. Warranty, Support, and Contract Management

The MSA shall remain valid for Initial Term, with optional extensions of Extension 2 subject to Authority approval, budget availability, Vendor performance, and procurement procedures. Individual Work Orders may have separate terms, provided they remain governed by the MSA.

For deliverable-based or fixed-price work, the Vendor shall warrant the quality of deliverables and correct implementation defects at no additional cost during the agreed warranty period. For FTE, Cost Plus, Rate Card, and T&M resources, performance shall be managed through attendance, timesheet approval, resource performance review, replacement provisions, security compliance, and Work Order acceptance.

Invoices shall only be submitted for approved resources, approved timesheets, approved Work Orders, accepted deliverables, or approved pass-through costs. The Authority reserves the right to reject invoices that are unsupported, inconsistent with the MSA, not linked to an approved Work Order, or not supported by required reporting evidence.

## 12. Project Management and Methodology Preferences

The Vendor shall follow a structured and controlled delivery methodology suitable for government IT environments. The delivery approach shall include approved Work Orders, clear role definitions, approved commercial basis, mobilization plan, security clearance process, onboarding checklist, reporting cadence, risk and issue management, change control, quality control, and final closure.

For each Work Order, the Vendor shall provide a concise execution plan describing the business objective, required roles, scope, duration, commercial model, deliverables, assumptions, dependencies, exclusions, reporting requirements, acceptance criteria, and closure procedure. The Vendor shall not start any work without written Authority approval.

Deliverables and acceptance evidence may include approved CVs, interview records, onboarding checklist, approved Work Order, timesheets, monthly reports, SLA/KPI reports, security compliance checklist, KT records, replacement records, deliverable acceptance forms, invoice support documents, and final closure report.

### 12.1 Core Acceptance Criteria

- MSA terms, rate cards, commercial models, and governance procedures are approved by the Authority.
- Each resource or service is mobilized only under an approved Work Order, Resource Order, Task Order, or Service Schedule.
- CVs, interviews, technical screening, security requirements, and onboarding requirements are completed before billing starts.
- Timesheets, attendance, deliverables, and monthly reports are submitted and approved in accordance with the MSA.
- Replacement, offboarding, knowledge transfer, and access revocation are completed where applicable.
- No critical security, compliance, commercial, or performance issues remain unresolved.
- Final sign-off is issued by the Authority for the relevant Work Order, service tower, or contract period.

## Appendix A - Work Order Minimum Content

Each Work Order shall, at minimum, identify the title, business objective, role or service requirement, seniority, duration, work location, commercial model, pricing basis, reporting line, deliverables, acceptance criteria, assumptions, dependencies, exclusions, security requirements, start date, end date, approval authority, and payment trigger.

## Appendix B - Vendor Proposal Checklist

- Completed technical and commercial response.
- Proposed MSA structure and contract assumptions.
- Role catalogue and seniority framework.
- Rate card and Cost Plus cost-build templates.
- Benefits and statutory cost inclusion/exclusion schedule.
- MSP and hybrid model charging rules, if proposed.
- Resource lifecycle, onboarding, replacement, and offboarding approach.
- Security compliance and data protection approach.
- Governance, reporting, SLA/KPI, and escalation approach.
- Sample CVs for priority roles and evidence of sourcing capability.