Invitation to Tender for External IT Outsourcing Services 49 views

Who We Are

AMCOM (American Community Association) is a nonprofit organization primarily for the benefit of United States government employees and their eligible family members in Ethiopia.
Our Mission And Services

AMCOM conducts activities primarily for the benefit and welfare of the employees, their family members, and other members of the United States Embassy in Addis Ababa, Ethiopia community, as designated by the AMCOM Board of Directors. Activities include but are not limited to the operation of food services, recreation facilities, employee services, and administration of any funds acquired by the association for the common benefit of such employees, families, and other persons.
IT Outsourcing Services Objective
We are looking for a reliable and experienced IT service provider that can help us achieve our business goals and improve our performance. We have a project that requires a new software system implementation, data migration, and continued IT support.  The IT service provider will be responsible for the data migration and software implementation from start to finish. We are interested in your IT outsourcing services, as we believe you have the expertise and the resources to deliver high-quality IT solutions. We would like to know more about your capabilities in software implementation and testing, cloud computing, data analytics, cybersecurity, and IT support.

Contract Period

The duration of the IT service is set to one year at the start of the contract, with the option of renewing it annually for up to three additional years in a row. The renewal is subject to the mutual agreement of both parties and the satisfactory performance of the service provider.  The contract may be terminated by AMCOM due to actions, inactions, or breach of contract from the counter party.

IT Outsourcing Services Proposal Requirements

AMCOM requires IT outsourcing service for three locations, the U.S. Embassy compound, cafeteria and Elevation Apartments branch, in Addis Ababa.

This is a proposal for an IT service that will provide the following requirements:

• Upgrade our current POS to Shopify sales, a new software system. The service provider will migrate from our current point-of-sale software to the Shopify software system.  The Shopify software will allow us to: manage our inventory, orders, customers, and payments across multiple channels.
• -To develop or implement solutions for upgrading QuickBooks Desktop to QuickBooks Online. The service provider will migrate our data, customize our settings, and integrate our applications with the cloud-based accounting software.
• Design and maintain a reliable and secure network infrastructure that can support the data and communication needs of the organization.
• Administer a cloud-based platform that can host the applications and databases of the organization, as well as provide backup and disaster recovery solutions.
• Implement a user-friendly and responsive web interface that can allow the organization to access and manage their data and applications from any device and location.
• Provide a team of qualified and experienced IT professionals who can provide technical support, maintenance, and troubleshooting for the IT service on a weekly or as needed basis.
• Present a flexible and transparent pricing model that can suit the budget and needs of the organization.

Evaluation Criteria

AMCOM’s IT service evaluation criteria are the standards and measures that are used to assess the quality, performance, and value of an IT service provider.

IT outsourcing service evaluation criteria are:

• Customer satisfaction: How well does the IT service provider meet the expectations and needs of its customers? How satisfied are the customers with the service delivery, communication, and responsiveness of the provider?
• Service level agreement (SLA) compliance: How well does the IT service provider adhere to the agreed-upon terms and conditions of the service contract? How often does the provider meet or exceed the SLA targets and metrics?
• Cost-effectiveness: How efficiently does the IT service provider use its resources and budget to deliver the service? How competitive is the pricing of the service compared to other providers or alternatives?
• Innovation and improvement: How proactive is the IT service provider in identifying and implementing opportunities for service improvement and innovation? How well does the provider leverage new technologies, methodologies, and best practices to enhance the service quality and value?
• Risk management: How effectively does the IT service provider manage and mitigate the risks associated with the service delivery? How well does the provider handle incidents, problems, and changes that may affect the service availability, reliability, and security?