Objectives

The primary objective of this tender is to appoint a certified supplier from SITA RFB 1183 to provide ICT outsource infrastructure and applications services to the National School of Government (NSG) for a period of five (5) years. The aim is to ensure the delivery of comprehensive ICT support, infrastructure management, cloud services, security, and application support aligned with government standards and NSG requirements.

Scope

The scope of the tender encompasses:

• Provision of technical support for Wide Area Network (WAN) and Local Area Network (LAN), including configuration, patching, and support of Cisco core switches, routers, access points, and LAN cabinets.
• Management of cloud infrastructure, including Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) on a private cloud, with migration, security, patching, and optimization.
• Support and maintenance of on-premise data centers, servers, and backup systems (Redstor Pro, Veeam, Storvault, Cibecs).
• Management of security systems such as Sophos Firewall, Sophos Antivirus, and SOC monitoring, including threat detection and incident response.
• Support for ICT applications including Microsoft SharePoint, Mimecast, Sage Pastel, QlikSense, NSG website, and other enterprise systems.
• Provision of on-site personnel including Service Delivery Manager, engineers, multimedia technician, and support staff.
• Support for VOIP telephony, domain administration, ICT governance, and application development services.
• Implementation of disaster recovery protocols, backups, cybersecurity measures, and user training.

Technical Requirements

The technical requirements include:

• Support for Wide Area Network (WAN) and Local Area Network (LAN) infrastructure, including Cisco core switches (4500 series), LAN switches (3200 series), routers, access points, and cabinets.
• Configuration and management of cloud services, including migration, security, patching, and performance optimization.
• Provision of dedicated fibre connectivity (minimum 1Gbps) with redundancy via microwave link (minimum 300Mbps).
• Security management, including firewall support, antivirus, SOC monitoring, threat detection, and incident response.
• Support for enterprise applications such as Microsoft SharePoint, Mimecast, Sage Pastel, QlikSense, and website hosting.
• On-site support personnel and helpdesk services adhering to ITIL standards.
• Disaster recovery planning, backup management, and testing protocols.
• Compliance with government policies, standards, and legal frameworks.

Skills and Skills Requirements

The tender mandates that the successful bidder must possess:

• Certified expertise in network infrastructure, including Cisco routers, switches, and SD-WAN configuration.
• Proficiency in cloud infrastructure management, migration, security, and optimization.
• Strong cybersecurity skills, including firewall management, SOC operations, threat detection, and incident response.
• Experience in enterprise application support such as Microsoft SharePoint, Mimecast, Sage Pastel, and BI tools like QlikSense.
• Capability to deploy and support on-site personnel including Service Delivery Managers, engineers, multimedia technicians, and desktop support staff.
• Knowledge of government procurement standards, ICT governance frameworks (ITIL, COBIT), and compliance requirements.
• Ability to implement disaster recovery, backup, and data protection protocols.
• Effective communication, reporting, and stakeholder management skills.
• Experience in project management, service level agreement development, and vendor coordination.