Terms of Service for ICT Service Procurement 59 views

1.      Introduction /Background

The Life & Peace Institute (LPI) is an international center, based in Upsala ,Sweden ,that supports and promotes nonviolent approaches to conflict transformation through a combination of research and action that entails the strengthening of existing local capacities and enhancing the preconditions for building peace. LPI envisions a world where peace, justice and non-violent relations prevail through people’s active work and commitment. LPI works with a variety of local and regional partners in the Horn of Africa region (Somalia, Sudan, Kenya, Ethiopia) and Great Lakes region (Democratic Republic of the Congo).

The LPI Addis Ababa Regional Office (AARO) seeks to engage the services of a reputable and technically qualified ICT firm with extensive expertise in ICT services. AARO therefore hereby invite interested and qualified firms to submit proposals to provide ICT service we need for our day today operation.

2.      Objective of the Assignment

The primary objective of this assignment is to ensure the proper running and functioning of LPI Addis Ababa Regional Office (AARO) ICT systems and infrastructures.

The key objectives of this assignment include :

• Ensure the proper running of operating system and ICT infrastructures of the office.
• Regular and timely maintenance of computers, Internet service-server /router, printers, scanners, photocopy machines and other ICT related peripherals.  The regular preventative maintenance shall be done at least on quarterly basis besides (the timely) on call-basis service.
• Provide help desk user support services including timely trouble shooting and on -the job-training.
• Provide technical assistance in all ICT related areas including in ICT needs identification, preparation of specification and evaluations of quotations/bids, etc.
•  Perform minor /routine installations, configurations, changes, updates, and upgrades of IT systems and ensure proper documentation of the procedures(processes), when a need arises.
• Oversee the setup of office-wide networking and installation of ICT structure /system when there is such need ( e.g. When moving to a new office)

3.      Scope of Work

Specific duties and responsibilities of the Service provider will include: 

• Assist in the identification and procurement of IT Needs consistent with WHH standards.
• Perform minor /routine installations, configurations, changes, updates, and upgrades of IT systems and ensure proper documentation of the procedures(processes), when a need arises.
• Oversee the setup of office-wide networking and installation of ICT structure /system when there is such need ( e.g. When moving to a new office)
• Maintain, repair and update computer hardware and peripherals such as Printers and Scanners.
• Undertake Data/System Backup and recovery on regular basis and on need basis (consistent with WHH standards and policies).
• Ensure that computer networks & security measures (anti-virus installation& malware updates) are monitored and maintained on regular basis ( at least on quarterly bais).
• Ensure that technical ICT problems are identified and resolved without significant delays (timely troubleshooting and solutions for IT problems).
• Provide timely and appropriate on-sight and off-sight technical supports.
• Assist in providing and facilitating end-user IT skill upgrade trainings (on -the -pot assistances or courses)
• Ensure that staff are provided with all the required IT and communication tools and equipment as per specifications and need.
• Understand   ICT usage policies and standards of the client and adhere to them.
• Orient and train new staff on client ICT systems; provide refresher trainings to existing staff.
• Document major ICT related incidences as they occur and share with relevant client staff.
• Coordinate the provision of IT skill upgrades trainings to end users on new or existing systems or services (following a proper need identification procedure), when a need arises.
• Produce and deliver periodic IT reports ( at least bi-annually)  and share with relevant Client staff.
• Provide other ICT service related services and supports as a need arises.

4.      Required Qualifications /Profile.

Competing ICT firms, in their technical proposals, shall provide evidence that show they have:

• At least five years’ relevant experience as a firm
• Significant number of specialized staff with the right qualification and experience (in all ICT related fields)
• Certificate of experience or service in related job assignment from previous clients (such as NGOs, reputable Private businesses, etc)
• Renewed business license and VAT registration certificate

 Assigned staff shall have:

•  a minimum of five years of experience with MSC qualification in relevant field of studies plus certification in their respective area of specialization.
• knowledge and understanding of the current and developing strategic information requirements.
• knowledge of current trends and developments in information technology.
• knowledge of automated business processes and systems including finance, HR, and administration; good understanding of automated project management systems.
• strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• good working knowledge of Microsoft Office and Operating Systems.
• Excellent network troubleshooting skills.
• user account administration with windows and Azure Active Directory.
• excellent communication and organizational skills.
•  hands-on experience in working in a technical support environment.
• experience and skills in computer hardware and peripherals maintenance and repair.
• Knowledge and experience of SharePoint online administration.
• Previous experience in  IP telephony infrastructure development and administration.
• Experience and/or knowledge of various networking systems concepts including e-mail, firewall, client-servers, network security, network protocols, etc.
• Proficiency in Microsoft Office applications (Word, Excel, Power point, and Outlook)
• Experience in setting up and maintaining Windows Servers.
• Previous experience in Office 365 Administration

5.      Duration

The service agreement is  to be made initially  for one year with further renewal to be made based on the performance of  the service provider.

6.      Work Arrangement

The service provider is expected to provide the service both on-site and off-site. The service will require bi-weekly visit by the vendor to ensure proper running of the operating system and IT infrastructure (both Software and hardware). Moreover, the vendor will be required to work from Client office on call basis when a need arises.