IT Services – RFP

ABOUT USA FOR UNFPA

Based in New York City, USA for UNFPA is a 501(c)(3) non-profit organization promoting the health, dignity, and rights of women and girls around the world by supporting the lifesaving work of UNFPA, the United Nations sexual and reproductive health and rights agency.

Together, we support the world’s most vulnerable women and girls to realize their fullest potential. Working in more than 150 countries, UNFPA aims to create a world where every pregnancy is wanted, every childbirth is safe, and every woman and girl can reach her fullest potential.

BACKGROUND

In alignment with our procurement policy, USA for UNFPA is seeking IT Services for our hybrid team of 10-12 employees. While USA for UNFPA is headquartered in NYC, employees are in NY and DC tri-state areas. We are seeking a vendor or consultant that will cost-effectively provide reliable and expert technology services so that our team can maximize our impact.

CURRENT IT ENVIRONMENT:

• Windows 10&11

• Outlook 365

• Microsoft Products (SharePoint, OneDrive, Teams, Suite, etc.)

• Google Drive

• Cloud and physical servers

• WordPress (plugins; security)

• Domain

• SSL certificates

PURPOSE

USA for UNFPA would like to invite agencies or individual consultants to put forward proposals to meet our IT service requirements.

The agreement will be signed with the successful agency or consultant until the end of the year, with the possibility of further yearly extension(s) based on performance for five (5) years maximum.

REQUIREMENTS/ SCOPE OF WORK

There are five key areas of service that we have identified:

1. ADMINISTRATION

   • On-Demand Tech Support (Help Desk)

   • Email System Management

   • Printers, Copiers, and Scanners (Remote Support)

   • On-Site Support (Minimal)

   • Website Maintenance

   • Onboarding & Offboarding: Laptop Deployment and Support; Employee Cybersecurity & Phishing Training

2. ASSETS & SOFTWARE

   • Asset Inventory Management

   • Software Standardization and Software Licensing; Upgrades and Warranty Management

   • Lifecycle Management of Hardware Units (Budget & Purchase Strategy)

3. SECURITY

   • Antivirus, AntiSpam & Antispyware Protection (Software Deployment & Management)

   • Vulnerability Testing & Remediation

   • Patch Management Services & Preventative Maintenance

   • Business Continuity and Disaster Recovery

4. SYSTEM MONITORING

   • Server & Network System Monitoring & Support

   • Backups, monitoring, and restoration, as needed

   • Analytics, as needed

5. STRATEGY & COMPLIANCE

   • System Audit & Technology Gap Analysis

   • IT Policy Review and Development, Compliance Framework

   • IT Procedure Manual (Documentation of Services & Processes)

KEY PERFORMANCE INDICATORS

The selected agency or consultant is required to monitor, manage, support, and secure our technological needs; therefore, we will want to closely monitor:

1. TIME:

   • Ticket management (Average Time to Manage Issues)

   • Mean time to repair/recover

   • System/Server Downtime

2. BUDGET:

   • IT spend vs. plan

3. SECURITY:

   • Prevention measures & security trends

   • Regular monitoring, deployments, and backups

   • Successful data recovery

PROPOSAL SUBMISSION

Please provide a brief proposal (max 5 pages) and structure your proposal with the following four (4) sections to allow for fair review and evaluation:

1. AGENCY QUALIFICATION

   • Overview of agency or consultant

   • Experience providing similar IT services

   • Current/past clients for whom you are providing or have provided similar services

     to our listed requirements

   • References: Please provide three (3) references of current and/or past clients, including contact name, phone number, and email

2. PROPOSED SERVICES

   • For each identified area of service (Administration, Asset & Software, Security, System Monitoring, and Strategy & Compliance) please answer the following questions:

     • What is your experience providing services in this category?

     • How do you ensure these services are delivered in a timely and efficient manner to clients?

3. STAFF QUALIFICATION/ ACCOUNT MANAGEMENT

   • Experience of core people who will be working on the USA for UNFPA account (including experience with similar projects)

   • Your approach to customer service (direct contact, ticket desk, availability, etc.)

4. PROPOSED FEE STRUCTURE

   • Please provide the breakdown of the budget based on the requirements and estimation of our activities. Please provide clarity on your fee structure for the services (including any user and data limits). Please also include any reimbursable fees to 3rd party vendors/platforms.

EVALUATION CRITERIA

The proposals will be evaluated by a USA for UNFPA technical committee comprising at least three people to ensure fairness. Points will be allocated in the following way:

1. Agency Qualification – 20 points

2. Proposed Services – 40 points

3. Staff Qualification/Account Management – 10 points

4. Financial Cost/Fee Structure – 30 points

INSTRUCTIONS FOR SUBMISSION AND TIMELINE OF RFP PROCESS

1. Launch of RFP by March 22, 2024

2. Please submit any questions to jobs@usaforunfpa.org by 5pm EST on April 1, 2024

3. Response to all questions from USA for UNFPA by 5 pm EST on April 4, 2024

4. Please submit your finalized proposal to jobs@usaforunfpa.org by 5 pm EST on April 15, 2024

5. Review of proposals by USA for UNFPA selection committee April 15-19, 2024

6. Interview with selection committee week of April 22, 2024

7. Finalization of scores and selection of agency by May 6, 2024

We look forward to receiving your proposal. Thank you!