RFP/2025/01 - ICT yearly support agreement

Himaya is a Lebanese Non-Governmental Organization dedicated to making child protection a right across Lebanon. himaya aims to break the silence around child abuse and offers children the life skills they need to defend themselves. himaya also supports survivors of abuse and provides them with the psychosocial support they need to overcome their experiences.

In order to be as effective as possible, himaya works with children, their families, and environment as a whole. It strives to make a change on a national level with the help of its two main programs: the prevention and resilience programs.

himaya’s vision is to make child protection a right, everywhere; and our mission is to promote an environment suitable for the development of children and ensure their global protection via fighting and preventing abuse on Lebanese ground.

Himaya NGO intend to sign a contract with an ICT consultant/company to provide the below required services:

RESPONSIBILITIES AND OBLIGATIONS:

Servers

• Perform routine preventive maintenance on all in house server hardware and software including V-dolphin server (accounting), Mac server(HR), punch server(HR)
• Ensure the active directory data is being replicated to other domain controllers in all 6 branches including headquarters through scheduled maintenance (users, access, and groups)
• Create shared folders access to concerned parties (users, groups and guests) for all branches servers
• Monitor the distributed file system replication
• Ensure the auto back up is performed and issued into multiple version on all servers
• Control mirroring of information on public shared folder for branches
• Add/terminate users, assign rights and access permission, establish e-mail addresses, assess and report operational status
• Self-solve Group Policy-related issues (Map network drive, window update, deploying software, Managing printers…)
• Install and integrate new server hardware and applications
• Research and make recommendations on server system administration

Network

• Weekly check and test, link aggregation between airFiber links of Chiyah and Fanar, IP pbxtrunk lines and telular modules
• Manage, Setup and Configure the Networks (Routers, Gateway, Firewall, DNS, Switches, WAN, LAN, VLAN, Access Points).
• Setup Data and Configurations Backups, NAS Storage
• Setup VPN between Users and on premises services
• Manage Antivirus and Security measures
• Inspect daily user’s traffic, antivirus, email checking, URL filtering through firewall
• Protect data, software, hardware, network access and backup systems by coordinating, planning and implementing network security measures
• Monitor network performance (availability, utilization, throughput rate, and latency), test for weaknesses and maintain existing equipment)
• Respond to network connectivity issues and resolve any wireless communication issues within the confines of the office
• Fully upgrade corporate networks and in house servers
• Provide IT support for corrective actions like:

Microwave links

Firewalls  

Core switches

 Management switches

 Trunk lines

 Link aggregation

 Internal Vlan

 Network monitor in all branches

 VPN tunnels for branches and vpn roaming profiles for users

• Report Errors on Links with GDS company on all microwave links in branches when a network failure occurs
• Monitor constantly the EAP Enterprise access point controller in all branches
•  Define network policies and procedures
• Act in alignment with user needs and system functionality to contribute to organizational policy
• Organize, implement, control and evaluate the operations of company infrastructure as well as developing related policies and procedures

     Computer & Hardware

• Provide IT support for corrective actions like: Laptops repairs and backups (Software and hardware); Network Scanners, printers, photocopier problems; Antivirus updates; Office packages updates

       Data Base & Emails

• Provide IT support for corrective actions like:  Spam emails; Mail quota; Email forward group support  
• Provide (Microsoft dynamics 365) cloud application support including:  security warnings, user and passwords, locked accounts, database issues; application of requested fields’ amendments by employees; creating, extracting maintaining reports and dashboards from Microsoft dynamics 365 in coordination with prevention, resilience, Moj and CBRD program; create scheduled agents for reports
•  Report Errors on Microsoft dynamics 365 with responsible company when needed
•  Support related to the database systems
• specify system requirements and design solutions
•  Support and administer third-party applications
• Set up user emails, accounts, permissions and passwords

     CCTV, IP phone & Punch machine

• Ensure all audio/video security equipment is operating effectively and efficiently.
• Perform daily Random viewing of security CCTV ensuring weekly maintenance for all branches
• Maintain the company IP phone system and work closely with the phone service provider to keep the lines active
• Provide IT support for corrective actions like:  Punch machines; IP phones; IP CCTV systems

       General IT Functions

• Conduct a scheduled manual backup monthly
• Prepare employees computers by installing Operating system, needed Software and checking for updates.
• Support the users on daily basis to solve any problem occurred instantly (Remotely or by site visits).
• Connect the users to different network printers.
•  Performing disaster recovery operations and data backups when required
•  Meet with the Executive Director to discuss system requirements, specifications, costs and timelines on a monthly basis
• Report of all relevant incidents and accomplished activities during the regular visit, meeting and on demand.
• Meet with the Executive Director periodically to discuss all preventive maintenance inspection
• Maintain current and accurate inventory of technology hardware, software
• Make recommendations about purchase of technology resources
•  Ensure compliance with all software licensing agreement
•  Provide the proper communication channels to respond to himaya’s queries and call, by providing contact information for relevant staff members.
•  24/7 support on all hardware and software for the whole organization (Phone, emails) providing quickly Remote support when needed
• Performs random checks on the backup procedure (Twice per month) and keeps track of the monitoring and maintenance activities accomplished through the health & monitoring page on each server in each branch
•  Perform on-site visits on demand for external branches except for routine maintenance.
• Offering suggestions for developing the IT system (Server, backup, computers…) and implementing Knowledge Management Tools
•  Design, develop, implement and coordinate systems, policies and procedures
•  Handle annual budget and ensure cost effectiveness
•   Monitor performance of information technology systems to determine cost and productivity levels, and to make      recommendations for improving the IT infrastructure

Evaluation:

Evaluation will be done based on a weight of 60% for technical factors and 40% for the price.

Kindly include in your proposal the following: 

- Company Profile (if applicable)
- Pricing schedule for the yearly contract
- List of recent experience with projects of similar nature
- List of experience working with NGOs/INGOs
- List of client refrences with contact numbers
- Length of time in business providing similar services
- Total number of clients with similar IT operations
- Total number of non profit clients

For additional clarification contact us on procurement@himaya.org or 03-102 949
All quotations and documents should be sent to procurement@himaya.org in one email titled "RFP/2025/01 - ICT yearly support agreement"