RFQ: Global IT Services | Institute for War and Peace Reporting

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Request for Quotations

Global IT Services

The Institute for War & Peace Reporting (IWPR), invites you to submit your price quote for IT services according to the specifications and quantities detailed below. 

To Apply

Please submit your proposal ­ including quotation of fees ­ for provision the services. Proposal should include all relevant information in response to the specification below and should be sent by email to michelez@iwpr.net with Global IT Services in the subject line. 


Closing Date - Extended

5 pm on January 22, 2020.


Further Information

Please contact Michele Zeller at +1 202 794 7234 or at michelez@iwpr.net.


Services Required

July 1, 2020.


Specification

Description

IWPR is inviting quotations for the provision of IT services for its offices in London, Washington DC, Amsterdam  and field offices. Detailed requirements are set out below.

Requirements

Quotations will be judged on:

  • Affordability;
  • The extent to which the technical requirements can be met;
  • Experience in delivering similar services to global organizations; and
  • Ability to deliver services at times convenient across our multi­-location organization and indicate how they would respond to urgent enquiries on a 24/7 basis.

Fees should be based on a monthly/quarterly invoicing with additional costs related to third party purchases being invoiced separately.

Interested parties should indicate fees separately for Section 1 and Section 2 and where those costs overlap.

Guidance

Wherever possible IWPR would prefer a fixed cost solution so that future financial commitments are known in advance and are manageable within the grants we receive.

Respondees should offer costings that indicate how costs escalate as the service level increases.

IWPR would like to work cooperatively with the successful bidder to review delivery to ensure that services are not over or under specified, that there is timely action to ensure a good level of service at a reasonable cost, and that service delivery is reviewed regularly and adjustments made.

Technical Requirements

SECTION 1

A: Google Apps Management

  • User setup;
  • Password management;
  • Purchase and assignment of Google Vault backup licenses;
  • Termination of unused accounts and management of dormant accounts;
  • Performing security checks on accounts, taking action as required
  • Roll out of additional Google Apps services as developed;
  • Account delegation;
  • Creation and management of Google Groups and email lists;
  • Top level organization and permissions management of organization shared Google Drive;
  • Assistance with effective organisational management of documents in google drive;
  • Setup of Google Drive for desktop, MS Outlook or other third party software Google Apps for
users;
  • Advising all staff (approximately 140 worldwide) on Google Apps use;
  • Providing training to staff on Google Apps use as required;
  • Advising on security issues with Google Apps use.

B: US, UK and Amsterdam Office Support (approximately 40 staff) [1]

  • Maintaining secure Cloud services and network including making recommendations on replacement equipment and ensuring security of network;
  • Setup and management of wired and wireless internet connection points;
  • Running updates and other scripts on financial management software;
  • Setup of users with equipment and software necessary to carry out job for approximately 40 staff;
  • Provision of antivirus software;  
  • Troubleshooting of all IT issues using Windows and Mac, working in office or remotely;
  • As a minimum, a rapid response time should be available during office hours EST. Outside of these times, respondents should define what level of service they can provide, with response times, and what procedures will be put in place for emergencies at any time of day;
  • Maintaining inventory of all IT equipment in all offices globally;
  • Providing VPN access for users to Network/Shared Drives;
  • Advising on the most cost effective equipment purchases and carrying out purchases of equipment on IWPR’s behalf;
  • Purchase and installation of software for organization and individual users, ensuring non-profit rates are achieved where possible;
  • Managing “landline” telephone system for home office based staff;
  • Providing training to staff in IT skills as required;
  • Providing advice on new technology/solutions to assist IWPR’s operations worldwide.

C: Web

  • Managing domain renewals and security certificates for organizations’ websites;
  • Password management for organization’s web subscriptions;
  • Assisting with updates and design of organization’s “Resources Page” (intranet site);
  • Maintain organization’s web subscriptions and ISP subscriptions

SECTION 2

E: Field Office Support (approximately 100 staff)

  • Maintaining secure Cloud services available globally;
  • Provide a desktop that offers the same or very similar to the service experienced in London, Washington and Amsterdam;
  • Advise on the maintenance of wired and wireless office networks;
  • Recommend equipment, replacement times and advise on IT security;
  • Run updates and other scripts on financial management software;
  • Provision of antivirus software;
  • Troubleshooting of all IT issues using Windows and Mac, working in office or remotely;
  • As a minimum, a rapid response time should be available during office hours EST. Outside of these times, respondents should define what level of service they can provide, with response times, and what procedures will be put in place for emergencies at any time of day;
  • Support new users and how them how to make best use of the desktop;
  • Provision of antivirus software in diverse locations around the world;
  • Troubleshooting of all IT issues in diverse locations around the world using Windows and Mac;
  • Advising on equipment purchases and carrying out purchases of equipment on IWPR’s behalf;
  • Maintaining records of all IT equipment purchased on IWPR’s behalf;
  • Purchase and installation of software for individual users, ensuring non-profit rates are achieved where possible;
  • Ensuring IWPR’s network, hardware and software are secure and that staff have the latest advice on which applications are most secure and reliable.

Additional Information

Any other add-ons that your firm offers as standard to its customers.


Further Guidance

IWPR prefers, to the extent practicable and economically feasible, that supplier provides products and services that conserve natural resources, protect the environment, and are energy efficient.


[1] (19 in Uk, 19 in US and 1 in NL)

Questions & Answers


1. How are IT services currently being delivered?  Is there an incumbent firm?

We have a current incumbent firm, based in the DC area. 


2. What is the annual budget for IT support?

We have not set a budget. We are seeking competitive tenders in order to provide some assurance that we are paying a reasonable rate for the service.


3. Any information on the current mail system, files & domain management (MX records)?

We are Google based, with Gmail and Google Cloud Platform. We mostly use Macs which we expect the service provider to spec and then IWPR purchases. There are also a significant number of other makes of laptops in the field. Support is provided remotely through the secure desktop. We currently do not support smart phones. In DC, staff use their personal phone for work. In London all except for two use their personal phone for work. In the field, the project staff use project-provided phones generally. 


4. Is the PBX in house and do you have a unified communications approach?

We have ISP providers in DC and London and the service provider manages our relationship with them but we pay for the connection separately from this contract. Our communications are internet based and we mostly use GoToMeetings and Slack - although other platforms are available through the desktop. 


5. Is there an IT Strategy in place?

We have no written strategy. We have a security policy and the service contract.


6. Any other information on current systems around Finance/HR/CRM/Project Management/Intranet systems would be helpful.

The finance system is MIP, which is accessed through Amazon Work Spaces, and our contract with them is separate from the IT Service Contract, although we expect the service provider to be flexible and advise on how we interface with it, as necessary. In HR we use Bamboo. Where value added services like this are available at charity rates or no cost, we expect the service provider to make make them available to us. There is currently no CRM.


7. The technical requirements state ‘Providing VPN access for users to network/shared drives’. Can we have some more information on what systems are these shared drive located? Are they on Google Drive or are there any file servers?

All data should be on the Google Drive.


8. Is there any Active Directory domain in place? If so, where are the servers located?

No. Active Directory is not applicable for Google.


9. Are there any servers either in any of the offices or hosted with a third party for any application or systems that IWPR use?

As far as we know, there are no servers. All information is in the cloud.


10. Does IWPR have licenses for antivirus software mentioned, or do we have to provide quote?

Our antivirus licenses are expected to be provided by the service provider. As well, you would need a server and a virtual desktop for each person in finance in order to host our MIP software.


11. Is there any estimate of number of users who will need out of hours support?

Approximately 110 (those not working in the UK).


12. What is the estimated number or ratio of Windows/Mac laptops?

It's approximately 50/50 although we are looking to increase the number of Macs in the field offices as well, where possible.