RFQ for Development and Implementation of ICT Helpdesk Management System at UMATI

RFQ for Development and Implementation of ICT Helpdesk Management System at UMATI

TERMS OF REFERENCE (ToR) / REQUEST FOR QUOTATION (RFQ)

Development and Implementation of ICT Help Desk Management System

1. Introduction

Chama cha Uzazi na Malezi Bora Tanzania (UMATI) is an autonomous, non-political, non-profit national organization dedicated to advancing Sexual and Reproductive Health (SRH) in Tanzania. Established in 1959, UMATI has played a leading role in providing quality SRHR information, education, advocacy, and services, particularly for adolescents, young people, women, and underserved populations.

As a Member Association of the International Planned Parenthood Federation (IPPF) since 1973, UMATI is part of a global movement committed to ensuring universal access to SRH information and services. Through innovative programming, strategic partnerships, and evidence-based interventions, UMATI continues to champion the realization of sexual and reproductive health and rights for all people without discrimination.

UMATI’s Strategic Plan identifies digital transformation as a key strategic enabler for enhancing consistency, accessibility of information, and effective communication during follow-up and feedback processes between staff and system technicians or administrators.

2. Background

UMATI seeks to procure, customize, and implement an integrated ICT Help Desk Management System to improve the management of ICT support requests, knowledge sharing, user training, and service delivery monitoring.

The system will serve as a centralized platform for logging, tracking, assigning, resolving, and reporting ICT support issues while providing users with self-service resources, training materials, and communication channels.

3. Objective

The objective of this assignment is to design, develop, configure, deploy, and support an ICT Help Desk System that enables:

• Efficient management of ICT support tickets.
• User self-service through FAQs, user manuals, and knowledge base resources.
• Monitoring and reporting of ICT service requests.
• Integration with organizational email services.
• Delivery of user training programs with assessments and certification.
• Tracking of support performance and service-level compliance.

4. Scope of Work

The selected vendor shall provide the following functionality:

4.1 User Management and Access Control

The system shall support role-based access control with at least the following user categories:

Administrator

• Full system administration rights.
• User and role management.
• Configuration of workflows and categories.
• Access to all reports and dashboards.

Supervisor

• Monitor and assign tickets.
• Escalate tickets.
• Review staff performance.
• Generate operational reports.

Staff/User

• Submit support requests.
• Track ticket status.
• Access knowledge base and training resources.
• Participate in training and assessments.

4.2 Help Desk Ticketing Module

The system shall provide:

• Ticket creation through web portal and email.
• Automatic ticket numbering.
• Ticket assignment and reassignment.
• Priority levels (Low, Medium, High, Critical).
• Status tracking (Open, In Progress, Pending, Resolved, Closed).
• Escalation workflows.
• Internal notes and comments.
• File attachments.
• Notification alerts via email.
• Ticket history and audit trail.
• Service Level Agreement (SLA) tracking.

4.3 Support Categories

The system shall support categorization of requests including but not limited to:

• APOS HR
• APOS Payroll
• APOS Program
• APOS Operations
• DHIS2
• CMIS MediPro
• CMIS GrayCare
• Sage
• Network and Internet
• Hardware Support
• Software Support
• Email Support
• Other ICT Services

Categories should be configurable by administrators.

4.4 Knowledge Base and Self-Service Portal

The system shall include:

• Frequently Asked Questions (FAQs).
• User Manuals.
• User Guides.
• Troubleshooting Articles.
• Searchable Knowledge Base.
• Document Upload and Management.
• Approval Workflow.

4.5 Email Integration

The solution shall integrate with: [email protected]

Features shall include:

• Automatic ticket creation from incoming emails.
• Email notifications on ticket updates.
• Email-to-ticket conversion.
• Outgoing communication tracking.

4.6 Training and Learning Management Module

The system shall provide:

• Training course enrollment.
• Course management.
• Learning materials upload.
• Progress tracking.
• Training attendance records.
• Training completion reports.

3.7 Dashboard and Reporting

The system shall provide dashboards and reports including:

• Number of tickets received.
• Tickets by category.
• Tickets by priority.
• Resolution times.
• SLA compliance.
• Staff performance.
• User activity reports.
• Training participation reports.

3.8 Security and Audit

The system shall provide:

• Secure user authentication.
• Password management.
• Role-based permissions.
• Audit logs.
• Backup and recovery functionality.
• Data encryption where applicable.

4. Deliverables

The selected vendor shall provide:

1. Requirements analysis report.
2. System design document.
3. Configured and deployed Help Desk System.
4. Knowledge Base Module.
5. Email integration.
6. Training Module.
7. User Acceptance Testing (UAT).
8. User and Administrator Manuals.
9. Training for system administrators and end users.
10. Go-live support.
11. Technical support period.

5. Technical Requirements

The proposed solution should:

• Be web-based and responsive.
• Support modern web browsers.
• Support cloud or on-premise deployment.
• Provide API integration capability.
• Support database backup and restoration.
• Support multi-user access.
• Be scalable for future expansion.

6. Vendor Qualifications

Interested vendors should demonstrate:

• Experience implementing Help Desk/Ticketing Systems.
• Experience with Management Systems.
• At least three similar assignments completed.
• Availability of qualified technical personnel.
• Ability to provide post-implementation support.

7. Proposal Submission Requirements

The quotation/proposal should include:

Technical Proposal

• Company profile.
• Understanding of requirements.
• Proposed solution architecture.
• Implementation methodology.
• Work plan and timeline.
• Team composition and qualifications.
• References of similar projects.

8. Financial Proposal

Detailed cost breakdown including:

• Software/System costs.
• Customization and development.
• Installation and deployment.
• Training.
• Support and maintenance.
• Any recurring subscription fees.
• Applicable taxes.

9. Evaluation Criteria

10. Project Duration

The implementation period is expected to be completed within 8–12 weeks from contract signing.

11. Technical Support

The vendor shall provide:

• Minimum 12 months free support.
• Bug fixing and system updates.
• Service response and resolution timelines.

12. Submission & Deadline

Interested vendors should submit their Technical and Financial Proposals physically to Executive Director at the UMATI HQ by 06th Aug 2026 at 5:00PM or via email: [email protected]