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Request for Proposals for the establishment of a contract for the provision of IT advice, helpdesk, support, registration, installation, repair and maintenance of WSSCC hardware and software, and prov

Request For Proposals

Versions
Edition 2:   Jul 5, 2010 (shown)
Edition 1:   Jul 5, 2010

General Information
Country:   Multi-country
Notice/Contract Number:   SWOC-WSSCC-IT Support Services /2010
Publication Date:   Jul 5, 2010
Deadline:   Aug 2, 2010
Buyer:   UNOPS
Original Language:   English

Contact Information
Address:   Ana Maria Cano
United Nations Office for Project Services,11-13 chemin des Anémones
1219 Châtelaine-Geneva Switzerland
NA
Switzerland
Telephone:   + 41 (0) 229178205
Fax:   + 41(0) 229178062
Email:   Click here
Web Site:   www.unops.org

Goods, Works and Services

 

Original Text

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United Nations Office for Project Services UNOPS on behalf of the Water Supply and Sanitation Collaborative Council WSSCC now invites sealed bids from Information Technology, Operations, Maintenance and Support Companies.

Based on the results of this solicitation exercise, UNOPS intends to enter into a Contract with the successful bidder for the provision of IT advice, helpdesk, support, registration, installation, repair and maintenance of the WSSCC hardware and software, as well as the provision of training and information sessions to staff, where necessary.

Overview of the WSSCC:

The Water Supply and Sanitation Collaborative Council (WSSCC), under the direction of the Executive Director, aims to accelerate the achievement of sustainable sanitation, hygiene and water services for all people, with special attention to the unserved poor, by enhancing collaboration and coordination of all sector stakeholders. It achieves this aim through networking and knowledge management, advocacy and communications work, and managing a global fund that disburses grants for improved sanitation and hygiene in developing countries (the Global Sanitation Fund).

Purpose of the Service
Service provider will provide IT advice, helpdesk, support, registration, installation, repair and maintenance of WSSCC hardware and software, and provide training and information sessions to staff, where necessary.

Organisational context:

The WSSCC has its own IT workspace that requires daily or ad-hoc maintenance. This includes:
- Server (Print Server, File Server, IBM System X3650)
- Router, 2 Switch HP, Cisco ASA, WIFI Access Point
- About 35 laptops/Desktop Computers,
- MS Office 2003 & 2007, MS Project, , Window 7 XP, Email hosted by Microsoft, Anti-virus Trend Micro , Shadow protect (Backup software),
- Printer/Fax/Scanner – Xerox connected to the server.

Tasks specific to the service:

For each of the following items the bidder should specify level of service offered for the price of the proposal (expected and maximum man/day hours), and skills and human resources available.

• Server maintenance:
1. Updating the service pack for Microsoft, patching the operating system and server components. Update the Anti-Virus and the back-up software.
2. Monitoring: backup, antivirus and network traffic.
3. Backup: incremental (Mon-Thurs) ; Full Back up on Friday.

• Server System Change Management – creation of new file structure, system repair (Shadow Protect CD recovery), System disk on RAID 1, Data disk RAID5, Disk backup RAID0 (Offsite disk copy), Disaster Planning and recovery.

• User management (Maximum number of users is 30): create window logon for user, buy email account from Microsoft, create the email account, provide security at password level, control user access to the grouped folders, deactivation of users after departure.

• Internal Network management, including configuration and management of associated hardware, user workstation appropriate configuration, domain configuration and management, and troubleshooting and resolution of local and external user connectivity issues (External visitors have no access to the local network). New hardware setup upon purchase of new IT equipment.

• Resolve Outlook, MS Exchange and internet connection problems, liaising with the ISP and dealing with internal network configuration issues.

• Resolve printer problems related to the server (2 network printers), network and user computers. Note: This does not refer to printer hardware maintenance, only to software, configuration, and communication and network issues.

• Registration with Microsoft, RIM and wireless providers for about 10 blackberry services, follow-up and configuration of blackberries. Blackberry enterprise hosted by Microsoft.

• Ensure IT security and protection of data – antivirus, firewall, configuring and keeping up to date both components; troubleshooting and fixing issues with users with potential infections.

• Install, configure and operate a Helpdesk automated system, where users can log support requests and response and resolution be tracked until completion. Ideally this should be either an intranet or internet or email based application.

• 2nd level support (resolve complicated IT issues).

• On-site training to staff to resolve simple 1st level IT problems that can be handled in-house.

• Provide information session on new IT equipment and utilities as per requirement.

• Provide consulting on IT project management, design, scheduling and implementation on an ad-hoc approval basis.

• Provide advice to issue quote requests by specifying equipment characteristics, provide advice to select equipment providers when multiple quotes are received.

• Provide Support to improve IT system at WSSCC.

• 12/24hrs (8:00 am- 8:00 pm), 5/7(weekdays) service together with provision for emergency intervention at off-office hours during week-ends and public holidays.

Requirements

Locally based, within the vicinity of Geneva, able to provide quick response to WSSCC demands for service, (companies are requested to provide their maximum response time). To send quotes for above services at applicable rates for the period August 1ST, 2010 to August 1st 2011 Efficiency in decision-making. Ability to provide sustainable solutions to problems. Ability to provide services in English and French.

Click following links for details:

ITB RFP
RFP Letter.pdf
TORs for ITSupport services (final).pdf
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