IT Service

Exhibit A – Specifications/Statement of Work

Comprehensive IT support and Consultancy service for the USAID Trade and Competitiveness Nepal office in Kathmandu, Nepal

Scope of Work 

USAID Trade and Competitiveness has a requirement to provide IT services for the project offices Kathmandu, Nepal. The project office T&C will have staff up to maximum 30 full time staff (expat, sub and local staff), physically present at office full time. The majority of helpdesk type support will be required only for the full-time local staff over the course of the five-year project.  This contract is expected to cover annually.

The proposed scope of work has been configured as follows categorized in to three main sections:

    A. System/Application Software Infrastructure

    B. IT Services Management

If your organization is able to provide only some of the services, please ensure your proposal clearly indicates which can be met, and which cannot be met. Preference will be given to those who can provide the full bundle of goods and services. However, Deloitte reserves the right to purchase certain items from certain vendors depending on the most appropriate offeror.

General

Suggest any other additions/advancements or optimizations as appropriate and consider the scalability in case project or team grows.  In proposal, include any relevant information including past performance (especially if servicing other donor clients), CVs of the types of IT consultants that would be staffed on the engagement, specifications or technical plans for how to address some of the below issues, including the specific solutions to be offered.

Pricing Schedules and Charges

1. A Comprehensive fixed price schedule for IT service management is expected.
2. The pricing option must clearly demonstrate one-time, annual and monthly recurring expenses. If there is any annual escalation, factor that in.
3. Wire transfer and monthly invoicing must be accepted.
4. The attached pricing template is preferred, though small modifications

General Terms 

1. The Proposal must include any discounts and other services as per the vendors’ suggestions.
2. The company registered documents with renewal.
3. The company should demonstrate VAT registration.
4. The company should provide past performance references.
5. Preference will be given to providers who can provide IT support remotely in case of a work from home environment.

Evaluation Criteria

1. Ability to provide a clear and comprehensive proposal addressing full bundle of technical requirements and clear solutions (40%)
2. Past Performance and experience with donor-funded projects (20%)
3. Price (20%)
4. Ability to demonstrate a team of qualified individuals who can provide full-time physically support and remote support during emergency or work from home situation (Monday-Friday 9am – 5pm at minimum, on call during off-hours for emergencies) (20%)

A. System/Application Software Infrastructure

The expected scope is explained in the sections listed below and is expected to help the project office to execute their daily work on a stable platform.

1. End Points (Laptops, Desktops and Printers as Applicable)

• Full support to project team in selecting right hardware’s like printer, scanner, Hard disk, monitors, laptops and other IT equipment. Involved in designing SOW, budget and technical specification and be a part of evaluation team for selecting vendor.

2. End Point Security (Virus Guards)

• Propose an effective end point security system along with any other measures to protect devices from viruses and malware.
• The proposed system must protect end devices with a periodical patch update process. 
• The required arrangement must be proposed.

3. Security Patch Compliance 

1. Propose a method for the OS patch update and other security patch updates as applicable.
2. The said process must be executed daily, weekly, monthly or ad-hoc basis as applicable.

B. IT Service Management

In order to service and maintain the above setup, an exclusive and comprehensive service model is expected and explained below.

4. Service Level Agreement for IT Service Management

• Propose an annual maintenance contract to encompass all IT infrastructure, software, and end devices.
• A Proper helpdesk function must be demonstrated.
• Below (Annex A) Scope of Work should be covered at minimum (additional points may be added by the offeror as part of the proposal)

Annex A

Section C. IT Services Sample Scope of Work 

Note: Estimated level of effort is approximately 4 hours per week on average, with some greater effort at the beginning and end of the project or upon hiring or departure of staff, which should balance out other light weeks.  If your proposal differs in level of effort estimates, please specify in proposal document.

• Should guarantee prompt service (have a technician deployed to our office within maximum 2 hours of any issue reported). Team of several consultants should be cross-trained and interchangeable to allow for at least one team member to be deployed on demand, and with a strong command of written and verbal English. Proposal should outline how the offeror will meet this requirement.
• Regular visits (approximately once per week for an hour or two) should be scheduled for monitoring issues.
• Assist with setting specifications for additional IT hardware and services as required for future procurements.
• Assist with domain registration and configuration issues, and CPanel administration.
• Assist with maintaining or renewing Microsoft Business Standard 365 licenses and Adobe Acrobat software updates and issues (Microsoft or Adobe partner is a plus/preferred qualification).
• Maintain a log of all users (hardware, software, licenses etc.).
• Assist with laptop configuration when users are added or when they leave (loading software such as Microsoft Business Standard 365 applications, mapping printers and shared drives, configuring outlook, setting up .pst files and e-mail archives, virus software, etc.).
• Assist with any cyber security related issues.
• Make sure that the Internet Lease Connection works without flaws and ensure performance is optimum as assured by the Internet Service Provider (ISP), by coordinating with the service provider / vendor.
• Work in coordination with HQ or Deloitte India IT team to ensure that the Mail / Webmail Server at HQ or Cloud-based is functional, compliant with Deloitte policy, and issues escalated, if any.
• As Internet connectivity is another prime player in the Trade and Competitiveness work scenario, it is essential to regularly monitor the Multi Router Traffic Grapher (MRTG) over the Customer Portal of the ISP during workdays and also during weekends and holidays.
• Though Mail / Webmail Server may not be locally hosted, will assist in creating and modifying E-mail accounts, as and when necessary and also familiarize the new users and troubleshoot for existing users.
• Help establish Internet Lease Connection by providing content for Call for Quotation from ISPs, evaluate received quotes, and identify best offer and the ISP.
• Train staff, both over orientation sessions or one-on-one interactions, on most efficient & proper use of the existing software like E-mail, Internet, AntiVirus updates and scanning, installation of software, shared drive configuration, assisting in working data files and E-mail data files backup in other external medias. Backup options could be both individual and backup done by the users in an external drive or to a central drive, like a NAS (Network-Attached Storage) drive.
• Evaluate existing IT infrastructure and make recommendations for better solutions for back up redundancies, data protection and contingency plans for business continuity.
• Establish system & train staff on E-filing of documents as per Trade and Competitiveness standards, and also suggest ideas for more collaborative work approaches while working as a team in any documents, with the use of NAS Drive, SharePoint, TEAMS or other compliant interfaces.
• As per Trade and Competitiveness requirements, regularly assess office in terms of Hardware, Software or other IT-related products and services.
• Make sure that Wi-Fi and LAN Networks are secured and functional, with the use of freeware tools like SoftPerfect Network Scanner (if deemed compliant), to keep a vigil on devices within the Trade and Competitiveness network.
• Ensure power backup during load shedding period and monitor performance of UPS backup for the Internet Connectivity Devices and Wi-Fi Router. Also monitor the performance of the UPS Backup System and Generator in place to avoid failures and coordinate with the Supplier during issues.
• Setup and configure E-mail system to facilitate users to check mail from Outlook and not just through Webmail.  Also assist with setting up archives and .PST files as needed and find backup solutions for e-mail accounts.
• Assist with mapping network printers and scanners and troubleshoot problems when needed.
• If available, help establish conference phone device and train Trade and Competitiveness staff on using it during conference calls. Also escalate EPABX and telephone extension related issues to the supplier.
• Troubleshoot software related issues of Computers; it is essential that the media of installed software should be made available during complete reinstallation.
• Troubleshoot software related issues of hardware accessories like Wi-Fi Router & Printers, etc.
• Identify and escalate hardware related issues of all ICT devices, to appropriate vendors for troubleshooting, warranty claims or repairs.
• If required, recover data from any Project equipment or network in the event of losses or failures.
• Maintain full confidentiality of client and project data, build necessary firewalls or controls, and maintain compliance with dynamic Deloitte IT compliance standards.
• Other IT-related support issues as required.

Those interested in applying please submit your technical and cost proposal to info@tc-udhyamnepal.com by COB June 16, 2024.