Operation – Queue Management System for Airport in Indonesia Version: 1.

1
Request for Proposal (RFP) Date: Dec 2rd, 2020

Request for Proposal (RFP)

Queue Management System at the Airport

GOJEK PROCUREMENT GROUP

2020
Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

TEMPLATE REVISION

Date Version Description Owner

Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

SECTION 1 - GENERAL INFORMATION

1.1 About GOJEK GROUP

Established in 2010 as a motorcycle ride-hailing phone service, GOJEK GROUP has evolved into an on-
demand mobile platform and a cutting-edge app, providing a wide range of services that includes
transportation, logistics, mobile payments, food delivery, and many other on-demand services.
GOJEK GROUP is a technology company with a social mission to improve the welfare and livelihoods of
workers in various informal sectors in Indonesia. GOJEK GROUP champions 3 essential values: speed,
innovation, and social impact. GOJEK GROUP operates in many countries and cities within Asia and more
countries and cities to follow in the coming years.

1.2 Preliminary

To support Gocar-instant at the airport, in terms of service it provides convenience, comfort and time
efficiency from ordering to picking up for customers and drivers.

Align with our intention as mentioned above, we would like to invite your company to participate in this
Bidding. 

This Request for Proposal (RFP) document is not intended to cover all information which might be required
by bidding participants. The RFP document is provided to assist the bidding participants to evaluate and
understand this project independently. Bidding participants must examine and analyze this project from
every aspect based on information provided within this RFP document.

The vendor selection process will be done through competitive bidding (“Bidding”), with terms and
conditions as follows.
Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

SECTION 2 - BIDDING TERMS AND CONDITION

2.1 All bidding participant must understand and perform the following terms and
conditions:

a. Bidding participants and all their affiliates must keep all information inside this RFP strictly confidential,
and it’s forbidden to share or distribute any information inside this RFP to any parties without GOJEK
GROUP’s written consent,

b. During the bidding process, bidding participants and their affiliates must keep all information, data, and
documents belongs to GOJEK GROUP, which might be provided both written and/or verbal, to be
treated strictly confidential,

c. Proposal should be completed with all necessary requirements and specifications which are required by
GOJEK GROUP. Every bidding participant are fully responsible to conduct independent analysis against
the project feasibility, including collecting and presenting all information required,

d. All purchase or consumption quantities anticipated by GOJEK GROUP are an estimation, hence GOJEK
GROUP do not have any commitment on certain numbers for any certain period,
e. Participants' response to the RFP should be made using the provided templates by GOJEK GROUP (if it’s
available). If necessary, bidding participants are allowed to proposed using a different template which
should be submitted in separate documents,
f. Bidding participants must validate all proposal details and price (“Proposal”) before submission. GOJEK
GROUP will not be responsible and tolerate any failure or mistakes conducted by bidding participants.
Bidding participants must be responsible for all risks caused by failure or mistakes which are made by
them-self,
g. GOJEK GROUP have the rights to negotiate with bidding participants which are considered able to fulfill
the requirements and qualifications. GOJEK GROUP have the rights to terminate the negotiation at any
time without any notice and no obligation to be fulfilled by GOJEK GROUP,
h. Proposal must be valid for minimum 90 (ninety) calendar days, until Contract Agreement is started
and/or Purchase Order (PO) is released,
i. Late submission of proposal will result in disqualification of the bidding participant from the bidding
process,
j. Bidding result is an absolute decision owned by GOJEK GROUP, which cannot be disturbed by any
parties,
k. GOJEK GROUP have the rights to select which modules inside the EPM those are suitable for GOJEK
GROUP’s needs,
l. Anything, but not limited to, effort and expenses required by bidding participants, which are related to
Proposal preparation and submission, will be borne by each bidding participants,
m. GOJEK GROUP have the rights to make any modification to the RFP contents from time to time without
any consent from bidding participants. Each change will be made in written and distributed back to all
bidding participants who have already submitted their Proposal. Every parties will not accept any
changes which are communicated verbally,
Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

n. Proposal submitted to GOJEK GROUP is fully owned by GOJEK GROUP and GOJEK GROUP have the
rights to use any part of the Proposal for GOJEK GROUP’s interest,
o. If you are awarded as GOJEK GROUP’s approved supplier, payment upon products and/or services
which are delivered to GOJEK GROUP will be paid based on the payment terms and conditions described
in the RFP documents or as agreed inside the Contract Agreement/Purchase Order,
Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

SECTION 3 - VENDOR SELECTION PROCESS

3.1 Vendor Selection Process
a. GOJEK GROUP’s RFP document is to provide the intention and purpose of a project, business
requirements and technical perspectives, including time schedules to complete the project,
b. As necessary, GOJEK GROUP will set a schedule to meet with the bidding participants to provide an
explanation about the RFP document contents. Bidding participants which are failing to join the meeting
will be considered withdraw from the bidding process, and will no longer be able to submit their
Proposal,
c. Bidding participants will provide Proposal for GOJEK GROUP in accordance to the bidding schedule and
requirements as explained below,
d. Bidding participants will present the submitted Proposal in front of GOJEK GROUP’s bidding committee,
e. GOJEK GROUP will shortlist the bidding participants who can provide the best Proposal, to be carried on
to the next step,
f. GOJEK GROUP will be sharpening the requirement with the shortlisted bidding participants,
g. Negotiation Process,
h. Bidding to be awarded and document completion.

3.2 Vendor Selection Criteria

Vendor selection criteria which will be used to evaluate participants’ bidding Proposals:
a. Ability to fulfill GOJEK GROUP’s project services requirements,
b. Service delivery comprehensiveness, product quality and durability,
c. Pricing,
d. Delivery timeline/SLA,
e. Company profile (credentials and references) with relevant project experiences,
f. Compliance upon other bidding terms and conditions.
Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

SECTION 4 - PROJECT REQUIREMENT

4.1 Project Scope of Work
a. Provide a queuing management system in Indonesia Airport

No Location Quantity (Unit) Implementation

City Airport Name PickUp Car Pool
1 Jakarta Cengkareng Soekarno Hatta 4 1 Januari W4 2021
Halim Perdana Kusuma 1 1 Februari W1 2021
2 Medan Kualanamu 1 1 Februari W2 2021
3 Yogyakarta YIA 1 1 Februari W2 2021
4 Surabaya Juanda 1 1 Februari W3 2021
5 Padang Minangkabau 1 1 Februari W3 2021
6 Makassar Hasanuddin 1 1 Februari W3 2021

b. Provide Queuing Management system (Hardware and Software) in customer pickup location and
CarPool according to functional and non-functional requirements
c. Provide supplies for queuing printers (paper, etc.) whenever needed. If supplies can be purchased
from other office supplies providers, please include the complete specifications.
d. Provide maintenance services
e. Training for service desk support and the ground staff along with project document deliverables.

4.2 Queue Flow Management

a. Arrival/ Start Queue

Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

b. Picking up Process

c. Complete Queue
Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

4.3 Technical Requirement

4.3.1 Functional Requirement

Vendor answer/
Description Confirmation/
Clarification
1. KIOS/ PEDESTAL FOR CUSTOMER SELF SERVICE
Hardware Requirements:
- Options of Standing Pedestal or mount wall based on condition of area at
each airport
- Minimum 10” landscape Touch screen LED display / Tablet with capacitive
screen (minimum spec)  
- Local server (Mini PC)
Min spec: Intel Core i5 proc, 4GB RAM, 500GB HDD, Win OS
- Thermal printer

Software Requirements:
- Android, Windows or Web Service
- User Interface (UI) & User Experience (UX)

2 & 3. QUEUE DISPLAY MONITOR (For Pickup Point & CarPool)

Hardware Requirements:
- Mount wall horizontal or vertical LED display
- LED Screen 43” inch
- Options of Standing bracket / Wall Bracket

Software Requirements:
- User Interface (UI) & User Experience (UX)
- Display must have automatically adjust for any screen layout:
➔ Logo Gojek & Clock
➔ Dynamic content of Marketing/Promos (running text or banner,
video or link) and its offering in a loop
➔ When the queuing machine is not in use, the monitor can display
Gojek “Digital media signage”
- To update general information on the display, can be done centrally from
Gojek premises,
- To update specific information on the display Gojek in each Airport can
update specific information on the relevant Airport with the admin menu.

4. STORAGE (for Application and Database)

Options of Hardware/ Cloud Requirements:
- For maximum 20 client (pick up point & Carpool point)
- No specific requirements, vendor may propose
- Installed in HQ, lump sum cost
Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

Software Requirements:
- For Apps & Database
- Installed in HQ, lump sum cost
5. CONFIGURATION BUTTON
Hardware requirements:
- No specific requirements, vendor may propose

Software Requirements:
- Key in customer OTP code with virtual keyboard (6 digit numeric only) and
Car NoPol
- Odd/Even selection (Jakarta area only). Odd / Even information aligns with
real time system date & time Information
- Confirmation Button such as Print Ticket, Order complete, send

6. SOUND SYSTEM/ SPEAKER (for Carpool point)

Hardware requirements:
- No specific requirements, vendor may propose

7. NETWORK DEVICES
For Backups Wifi, No specific requirements, vendor may propose. Can be wifi or
mobile modem. Data package : 100rb/month/device

8. PAPER ROLL/ TICKET ROLLS

Hardware Requirements:
- Thermal Paper. No specific requirements, vendor may propose compatible
spec to the proposed queuing machines

Software Requirements:
- Customized Print (i.e. for Gojek Logo, Print marketing/ informational
message in ticket) not-color

9. GROUND STAFF MOBILE APPS (in Pickup Point & carPool)

Software Requirements:
- Mobile apps compatible with Android OS
- Flexible and easy to add and configure new additional new service type,
promotion advertise by central command from HQ

Others:
- Mobile data will be provided by Gojek

10. ADMINISTRATOR PAGE, DASHBOARD MONITORING & REPORTING

Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

Software Requirements:
- Web Based
- Configurable system through Web portal application by Administrator.
System application shall have ability to configure system, e.g change LCD
display list / Queue TV layout in all or each Airport by central command
from administrator
- Flexible to add new service type or service point by Administrator (HQ).
Easy to configure additional new service type, GS, service area, promotion
advertise in all or each Airport locations by central command from HQ
- Dashboard must have real-time monitoring on current GOJEK center
performance based on role in HQ and Airport.
Queue system shall be able to let CS  view information for current queue in
each service category in terms of:
➔ Total number of customer
➔ Average & Max waiting time & number customer waiting for the car
➔ Total customer served all & per category (Odd / Even)
➔ Total GS on duty, available and served
➔ Monitoring the Queue System’s availability status. Gojek HQ can
monitor whether the queuing system and LED display is active or
not. Thus, the head office can be proactive in monitoring the
availability of queuing systems in each Airport location.
➔ Any statistical data required by Gojek

OVERALL NOTES
- Option to re-use used-hardware and/ or new hardware 
- Centralize & Local system architecture
- Software build in APK or web based platform 
- The mentioned software features is the minimum requirement, vendors may
propose any other “must have” features and declare in the response sheet
provided by Gojek.
- Ability to customize software according to Gojek needs. Adding
features / menus, by default the configuration for all Airport locations is the
same. Deployment of new features will be applied to all Airport locations,
and can be updated at Airport location’s level if specific features are
required per Airport locations (with menu modification admin feature).
- Software patches/ upgrades included
- Equipped with copyright/patent rights and compatible with Windows
systems.
- This system can communicate with LED TV and other devices for
integration.
- Unlimited numbers of concurrent users (for staff and managers access
rights, HQ and client access rights can be segregated)
- Report can be downloaded to any format Gojek request
- Software can support multilingual
Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

4.3.2 Non-Functional Requirement

Vendor answer/
No Section Description Confirmation/
Clarification
During bidding process:
- POC (Proof Of Concept) in the location defined by
Gojek
- Illustration of rollout and deployment timeline for
defined area
After award, prior kick-off:
1 Implementation - UAT (User Acceptance Testing) in the location defined
by Gojek

Delivery according to schedule required by Gojek in assigned

Airport locations
Training - for the Regional Operation Team & Ground staff
(GS)

Have technicians / support spread across all Airport locations

assigned by Gojek. Please declare if your company
subcontracts the support to any 3rd party.

Maintenance Support for both software & Hardware, periodic

and ad-hoc.
- Hardware: visit and make sure the physical unit’s
appearance is good and functioned properly. Backup
Hardware for replacement during maintenance
- Software: including updating software and additional
queue menu design and statistics. Updating software
at HQ level, automatically deployed to all Airports.
- Operational hours: 12 hours (from 7 AM - 7 PM) and
Support &
2 7 days support, Technical & Consultation Include site
Maintenance
visit in all cities in Indonesia.
Responses time : 10 minute after GOJEK raise issue
Resolution time : 1 Jam (online), 3 Jam (offline)
- Troubleshooting on site - anytime there's a critical
case
Penalty due to service delays
- Gojek will impose a penalty 0.5% of the total contract
value for each day of delay. Payment of the penalty
will be made by deducting invoice amount
Log and audit trail mechanism (against changes that occur in
the application), basic features that must be present in the
application.
Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

4.4 Contract Requirements

Vendor answer/
No Items Description Confirmation/
Clarification
Gojek wishes to enter into a mutual agreement with the
selected vendor(s) at the end of this RFP process. The
Gojek standard agreement attached here is a
representative sample for the vendor’s reference. Your
company must follow the Terms & Conditions of this
agreement and apply during the contract period for all
Gojek standard Gojek business entities.
a.
contract template
Attached Gojek standard contract template

Your company is allowed to propose template for Gojek

to review

Scheme Options:
- Purchase with maintenance support.
 b. Contract period - Rental 1 year with option to renew as per  
agreed by both parties

Notes for purchase scheme:

- With warranty of 1 year

Vendor may propose the warranty scope

c Warranty
- Hardware: at minimum is product defect
- Software: at minimum is software defect and
bugs fixing

Notes for rental

- Upgradeable software originally from vendor
and agreed prior to bidding award would be
included
- Upgradeable software requested by Gojek
d Updates and Upgrades would be incrementally added by prorate as per
contract period
- Upgradeable hardware can be requested at any
time whenever units can not operate properly.
Warranty automatically extended
Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

4.5 Commercial Requirements

4.5.1 Pricing format

Notes:
- Pricing must be made in detail per items as Gojek put in requirement, with format as below
- Hardware and software prices must be the same for all installed locations, other than Hardware and
Software’s price can be different according to installed location.
- For hardware & Software price in rental scheme quoted based on purchase price + incremental
price (i.e. cost of fund, etc)
- For rental schemes, after 1st year contract/ renewal, price will only be billed for non-hardware
assuming the investment cost has been spent in 1st year unless vendor would offer refreshment of
new unit

Price (in IDR)

No Description Purchase with Rental/ month Rental/ month
Maintenance (New Unit) (Used Unit)
1. KIOS/ PEDESTAL FOR CUSTOMER SELF SERVICE
- Hardware Rp One-time/unit Rp monthly/unit Rp monthly/unit
- Software Rp annual/unit Rp monthly/unit Rp monthly/unit

2 & 3. QUEUE DISPLAY MONITOR (For Pickup Point & CarPool)

-Hardware Rp One-time/unit Rp monthly/unit Rp monthly/unit
-Software Rp annual/unit Rp monthly/unit Rp monthly/unit

4. STORAGE (for Application and Database)

-Hardware and/ or Rp One-time for Rp monthly/ Rp monthly/
physical/unit central (installed central (installed
in HQ, shared in HQ, shared
lump sum price) lump sum price)

-Cloud services Rp annual/ central Rp monthly/ Rp monthly/

(installed in HQ, central central
shared lump sum
price)

-Software (For database and Apps) Rp annual/central Rp monthly/ Rp monthly/

central central
5. CONFIGURATION BUTTON
-Hardware Rp One-time/unit Rp monthly/unit Rp monthly/unit
-Software Rp annual/unit Rp monthly/unit Rp monthly/unit

6. SOUND SYSTEM/ SPEAKER (for Carpool point)

-Hardware Rp One-time/unit Rp monthly/unit Rp monthly/unit

7. NETWORK DEVICES
-Hardware Rp One-time/unit Rp monthly/unit Rp monthly/unit
-Data package Rp monthly/unit Rp monthly/unit Rp monthly/unit
Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

8. PAPER ROLL/ TICKET ROLLS

-Hardware Rp per pcs Rp per pcs Rp per pcs
-Software Rp annual/ set Rp monthly/ set Rp monthly/ set

9. GROUND STAFF MOBILE APPS (in Pickup Point & carPool)

-Software Rp annual/user Rp monthly/user Rp monthly/user
10. ADMINISTRATOR PAGE, DASHBOARD MONITORING & REPORTING
Rp annual/ central Rp monthly/ Rp monthly/
-Software (installed in HQ, central (installed central (installed
shared lump sum in HQ, shared in HQ, shared
price) lump sum price) lump sum price)
11. UNIT DELIVERY
- To Jabodetabek area Rp One time/ Rp amortized Rp amortized
set/city monthly/set/city monthly/set/city

- To outside Jabodetabek area (per Rp One time/ Rp amortized Rp amortized

cities) set/city monthly/set/city monthly/set/city

Notes: with insurance.

12. INSTALLATION & TRAINING
- To Jabodetabek area Rp One time/ Rp amortized Rp amortized
set/city monthly/set/city monthly/sett/city

- To outside Jabodetabek area Rp One Rp amortized Rp amortized

time/set/city monthly/set/city monthly/sett/city

*Notes:
- Assume the support will be
conducted by vendor local
resources, travelling and
accomodation would not be
required. Please declare if
otherwise
- Include installation peripherals

13. SUPPORT & MAINTENANCE

- Periodic (regular) maintenance Rp per periodic Rp monthly/set/ Rp monthly/set/
visit/set/city city city

- Ad-hoc maintenance (requested by Rp per visit/set/city Included in Included in

Gojek) monthly monthly

*Notes:
- Assume the support will be
conducted by vendor local
resources, travelling and
accomodation would not be
required. Please declare if
otherwise
- Charges for scope outside
warranty
Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

14. OTHERS
- Make-good locations, civil work (if Rp one time/ Rp amortized Rp amortized
any) - per city location monthly/location monthly/location

- Mandays rate for Software Rp per day Rp per day Rp per day
customization required by Gojek
which would be requested after
bidding award Rp Rp
- Others, please describe Rp

PRICE Total Monthly Monthly

4.4.2 Payments

a. Payment will be made after product/ services are delivered and verified by Gojek. Gojek standard terms
of payments are within 90 (ninety) business days after the complete invoice received by Gojek. No past
due amounts shall be charged
- Purchase scheme: Unit (one-time), annual maintenance (quarterly)
- Rental scheme: monthly

b. Invoice considered received by GOJEK GROUP, if it is completed with:

- Original invoice with stamp duty;
- Tax invoice (subject to applicable transaction and vendor’s SPPKP);
- Copy of Signed PO from GOJEK GROUP;
- Original Good Received Notes (DN/DO) for products;
- Signed of Service Acceptance Statement (BAST) for services;
- Other documents as required inside the contract agreement.
Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

SECTION 5 - SCHEDULE AND TENDER DOCUMENT RESPOND

5.1 Bidding Schedule

No. Bidding Process Dates

1. RFP distribution to participants Dec 2nd 2020
2. Requirement Clarification by Coupa event & Zoom call Dec 3rd - 4th 2020
3. Initial proposal submission Dec 8th 2020
4. Vendor presentation, clarification session Dec 9th 2020
5. POC Dec W2 2020
6. Negotiation Process Jan 6th 2021
7. Proposal Revision Jan 8th 2021
8. Supplier Award and Contract Preparation, LOA released. Jan W3 - W4 2021

5.2 Proposal Submission

Proposal (PDF format) should be submitted to Gojek via Coupa (GOJEK Procurement System) following the
schedule above. Please use the Gojek template to summarize the response and your company may add
another template/ documents to complete the comprehensive response.

Proposal should consist:

a. Latest Company Profile (1 set), which consists at minimum:
● Company Credentials that describe competencies relevant to Gojek Requirements
● List of relevant experience (project name, client name, contract period, scope of work, location),
● Additional value from your company which can support our project,
● Other necessary information,
● Vendor Profile Form, below

Vendor_Profile_Form
(2).xlsx

● Last audited financial report

b. Technical Proposal (1 set), which consists at minimum:

● Hardware
● Software
● Warranty scheme
● Maintenance program
● SLA (response time according to severity levels)
● Please explain further if the proposed solution has functionality beyond those listed above.

c. Proposed implementation timeline for each countries (1 set)

d. Commercial Proposal (1 set), for each required service:

Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

● Following all the above-mentioned requirements (please describe if else)

● Price proposal in local currency
● All applicable taxes obligation involved in the transaction
● Any withholding Tax conditions presented in all countries where services are provided to Gojek
and Gojek’s deductibility of Withholding Tax in each country

Pricing Template
Queue system Bandara.xlsx

e. Statement Letter which declare that your company has agreed to follow the requirement, including
terms and condition of the Gojek bidding process and RFP document, below

Surat_Pernyataan_Ve
ndor_-_Tender_(1) (1).docx

f. Anti-Bribery & Corruption declaration, below

AB___C_Document_(1
) (1).docx

g. Proposal Submission in COUPA Procurement Portal:

Steps to follow:

Steps Tasks

1 After the bidding participants signed the NDA (“Non-Disclosure Agreement”), the
signed NDA has to be uploaded to the COUPA System

2 The RFP events will only be open if vendor have completed step no.1

3 We upload RFP documents inside COUPA System, vendor can download the
document and make necessary review prior to proposal submission

4 RFP response
Response format:
a. Proposal softcopy must use Company header and necessary formal
documentation
b. Proposal must follow guidance to respond inside the RFP documents

5 After RFP submission, Gojek will review the proposal and do a series of meetings
offline

6 After clarification meetings, vendor required to submit revised proposal through

Operation – Queue Management System for Airport in Indonesia Version: 1.1
Request for Proposal (RFP) Date: Dec 2rd, 2020

COUPA System

7 Gojek will invite the shortlisted vendors to the commercial negotiation

round

8 After negotiation, vendor required to submit final proposal through COUPA System

9 BIDDING RESULT
a. Gojek will review the final RFP response and commercial negotiations
properly according to the selection criteria
b. The selection of a vendor is at the absolute sole discretion of Gojek and
cannot be opposed.