Specifications of Services Required by the Goethe-Institut
CALL FOR TENDER – IT SERVICES
Invitation for Proposal of Corporate IT Services
The Goethe-Institut South Africa is seeking proposals from qualified IT service providers to manage and support its corporate IT infrastructure and systems.
ABOUT THE GOETHE-INSTITUT
The Goethe-Institut is the cultural institute of the Federal Republic of Germany with a global reach.
We promote knowledge of the German language abroad and foster international cultural cooperation. We convey a comprehensive image of Germany by providing information about cultural, social and political life in our nation. Our cultural and educational programmes encourage intercultural dialogue and enable cultural involvement. They strengthen the development of structures in civil society and foster worldwide mobility.
With our network of Goethe-Instituts, Goethe Centres, cultural societies, reading rooms and exam and language learning centres, we have been the first point of contact for many with Germany for over sixty years. Our long-lasting partnerships with leading institutions and individuals in over ninety countries create enduring trust in Germany. We are partners for all who actively engage with Germany and its culture, working independently and without political ties. www.goethe.de/joburg
TERMS OF REFERENCES
The Consultant has to provide one IT expert who will be on-site permanently in the Goethe-Institut Office, in 119 Jan Smuts Avenue, Parkwood 2193, Johannesburg, (hereinafter called Goethe-Institut) on a daily basis Monday to Thursday from 08:30 to 17:00 and Friday from 08:30 to 14:30. Office space and equipment will be provided. Stand-in during leave and sickness must be provided by consultant. Overview of office closure due to public holidays will be communicated on an annual basis by the Goethe-Institut.
The consultant is responsible for maintaining and ensuring the operability of the existing ICT systems, providing desk support, trouble shooting, server maintenance, regularly updating computer software and programs, providing technical assistance to projects of Goethe-Institut in South Africa for ICT related questions/problems.
In particular, the consultant is responsible for following tasks, including, but not limited to:
- Ensuring that the existing ICT operates and functions correctly;
- Implementing and complying with existing Goethe-Institut ICT standards and policies in co-ordination with the Regional Director of Administration and the Head of Administration of the Goethe-Institut (hereinafter called in brief “IT Responsible”);
- Regularly updating and maintaining computer software and hardware;
- Providing technical support to projects and programs by dealing with questions and problems relating to ICT;
- Performing any other ICT systems related tasks as it may be required;
- regularly updating the IT documentation for audit purposes.
- Goethe-Institut Johannesburg, 119 Jan Smuts Avenue, Parkwood 2193, Johannesburg and a second project office located near Rosebank with approximately 50 users all together connected to the network.
- In few cases remote services to be provided to the Goethe-Institutes in the Sub-Saharan Region in co-ordination with the IT Responsible.
- Elaborating, maintaining and updating systems documentation (network diagram) / inventory of hardware which should be handed over to the person responsible for IT in a certain program, project or department;
- Ensuring that hardware (laptops, PCs, servers, printers, digital cameras, scanners, switches, firewalls, backup devices and other hardware) are up-to-date and in line with current Goethe-Institut standards;
- Configuring and installing newly delivered equipment, in the case of PCs and laptops ensuring that the installation and configuration are in line with the recommendations mentioned in the Goethe-Institut IT Guideline;
- All necessary passwords should be handed over confidentially to the person responsible for IT in a certain program upon testing the passwords. This should be done every time the passwords change;
- De-installing old equipment and safely removing/destroying potentially confidential data. Installing new equipment in the location required by the user, connecting the equipment, checking it functions correctly and providing the user with brief operating instructions, preparing handover lists for inventory for equipment to be e-wasted.
- Looking after the maintenance of PCs, laptops, smartphones, printers, digital cameras, scanners, tablets and other hardware devices used by Goethe-Institut;
- Diagnosing and repairing equipment if possible, depending on the fault and feasibility of repair (with the prior approval of the IT Responsible);
- While observing Goethe-Institut standards, discussing with the IT Responsible possible new hardware/network purchases or improvements. Testing new hardware systems and, based on this, providing recommendations for the purchase of new systems, also
- Including the upgrading of existing systems and accessories (for PCs and network systems);
- Setting up workstations, maintaining workstations, hardware and software, as needed. Physical cleaning of computers on a seasonal basis or as needed. Providing user support at the workstations as needed. Keeping workstation cables tidy;
- Keeping all IT equipment in the technical office storeroom in order as well as in the classrooms and in the library;
- Following the rules of lending equipment;
- Following the rules of reporting in case of theft;
- Maintaining asset registry and replace old equipment as per company policy;
- Labeling equipment as per naming convention and updating the asset registry;
- Ensuring that the front desk display is working (screen for security cameras);
- Ensuring that UPS are working and the necessary equipment is connected to the UPS, in order to be in good working order in case of power failure;
- Ensuring that the inverter in the server room is working and the necessary equipment is connected to the inverter, in order to be in good working order in case of power failure;
- Replacing ink cartridges when necessary and conducting monthly stock take of ink cartridges. Managing printer network connectivity, scan to e-mail, settings and installation on user computers. Cleaning of scanning surfaces when needed, liaising with printer service providers (e.g. meter readings, maintenance, repairs), organizing service of printers when needed.
- Elaborating, maintaining and updating systems documentation / inventory of software according to Goethe-Institut standards;
- Installing operating systems and maintaining servers and client PCs in line with Goethe-Institut standards, and documenting the configuration of servers and workstation PCs in coordination with IT Responsible in line with Goethe-Institut standards;
- Installing software released for Goethe-Institut use on workstation PCs / laptops in line with Goethe-Institut standards;
- Supporting all standard Goethe-Institut software;
- Testing new or updating all software with the latest versions, while observing Goethe-Institut standards;
- Ensuring the availability and maintenance of backup instances / maintaining security programs, thus ensuring system security;
- Regularly updating anti-virus software and scanning for viruses;
- Maintaining the server in the server room;
- Maintaining of Active Directory (users and security) and DHCP (network addresses);
- Setting up/connecting external guests upon request and authorization to the Goethe-Institut WiFi;
- Maintaining WiFi, ensuring network connectivity to wireless devices, installing new wireless access points when needed, keeping up wireless users and passwords, ensuring that the WiFi is secure, as setup by Goethe-Institut HQ;
- Monitoring the private data in the backup and reporting to the IT Responsible when amount of private data is exceeding of limits;
- Checking internet connection speed (landline and WiFi) with the service providers in case of low performance;
- Managing connectivity to ensure that the connection is efficient and stable;
- Firewall: Managed by Goethe-Institut HQ. Liaising with the Goethe-Institut HQ when internet or connectivity is unstable or disconnected.
- Onboarding new colleagues according to Goethe-Institut standards, provision of passwords, ‘do’s and dont’s’ in the network;
- Developing an onboarding plan in coordination with IT Responsible;
- Advising and assisting with Outlook Archiving process according to Goethe-Institut policy;
- Advising and assisting with back up procedures;
- Advising the Goethe-Institut management in IT related matters. Providing suggestions in line with the Goethe-Institut IT guideline.
- Elaborating, maintaining and updating systems documentation / LAN configuration;
- Managing of network connectivity, checking switches, cables and power to network equipment;
- Maintaining network cabinets, tidy cables and marking ports and network cables for easy identification or upkeep of info sheet regarding the network;
- Maintaining the LAN (Local Area Network), while observing Goethe-Institut standards.
- Backing up and restoring data when PCs are exchanged in line with Goethe-Institut standards;
- Consulting with suppliers/vendors in order to guarantee the functioning of the network, phone system and computer hardware;
- Checking internet lines and recommending modifications or improvements;
- Conducting performance tests on the network and the internet connection in co-operation with the ISP;
- Documenting the installation and settings on the server and all computers.
- Advising IT Responsible or the responsible for IT related issues in the projects on possible new purchases of/or improvements of hardware and networks based on the requirements and recommendations outlined in Goethe-Institut ICT guidelines and policies;
- Managing priorities of users request and projects;
- Managing audio-visual support for live events and video conferencing;
- Configuring AIDA System (HR Administration system);
- Configuring alarm codes;
- Classrooms: Assisting teachers with connectivity and smartboards. Calibrating equipment and keeping equipment and cables tidy;
- Library: Upkeeping equipment at all workstations in the library, including the Gamebox. Ensuring cables are tidy and laptops are locked, esp. in the Gamebox. Assisting with gaming equipment and sound booth where necessary;
- Protocol: Setting up the Protocol laptop for the weekly Wednesday morning meetings with the minutes file in place and uploaded to the server afterwards;
- MAN3000: Liaising with MAN3000 support (telephone system) when necessary and confirming that the PC is running and in working order;
- E-Mail: Setting up email on workstations and devices and providing support as needed;
- Maintaining address lists where only administrators have access;
- User office visit: Visiting each office, all classrooms and library on a regular basis to confirm that everything is working as it is supposed to;
- Projects and seminars: Assisting with projects and seminars to ensure that computers and WiFi are ready for guests as requested by the various project leaders (technical setup);
- Providing onsite support on a daily basis Monday to Thursday from 08:30 to 17:00 and Friday from 08:30 to 14:30 (office and equipment will be provided by Goethe-Institut). One IT-Expert required. Stand-in during leave and sickness must be provided by consultant. Overview of office closure due to public holidays will be communicated on an annual basis;
- If the IT-Expert is required to travel, the travel costs will be reimbursed according to Goethe-Institut travel regulations;
- In case of events or projects the IT expert must be available on site one hour before the start of the event or the exact time set by IT Responsible, if needed also on weekends or after hours.
- Invoices should be accompanied with a summarized report of major activities, a timesheet and of changes that were made in terms of major installations like server, change of passwords and a signed copy by the responsible of IT related issues in the respective Goethe-Institut project indicating that the said activities were done.
- Discretion, loyalty and responsibility
- Profound, proactive and accurate attitude to work
- Polite and friendly manners, ability to work in a team
- Ability to manage priorities to complete user requests and projects
- Ability to work in line with Goethe-Institut standards & policies
- Ability to set up a routine order to work
- Good communication skills
- German language skills a plus
- Willingness and ability to attend training at the HQ of Goethe-Institut or electronically
- Very good IT knowledge, in detail:
- at least 3 years of experience in a similar position
- certified IT knowledge: the configuration, administration and operation of LANs
- Internet Connections
- Microsoft Windows Server
- Hardware (PCs, printers, routers etc.)
- Microsoft Office Software
- Microsoft Operating Systems
- Apple Software iOS (iPhones, iPads etc.)
- Support of Onsite Consultant to ensure service delivery to the Goethe-Institut
- Weekly meeting between Onsite Consultant and Team Manager to ensure tasks, problem resolution and projects are on track
- Participation of weekly IT meetings with Online Consultant and IT Responsible
- An organizational chart of the company of the consultant shall be provided indicating the support and escalation structure.
The following criteria are used in the selection process:
- Eligibility criteria
- At least 3 years of IT experience in a similar position as described above
- Certified IT knowledge: the configuration, administration and operation of LANs
- Very good IT knowledge of Internet Connections, Microsoft Windows Server, Hardware (PCs, printers, routers etc.), Microsoft Office Software, Microsoft Operating Systems, Apple Software iOS (iPhones, iPads etc.)
- Existing Insurance and Liability Cover
- Evaluation criteria
Criterion Weighting Price per month 60% IT Concept 40%
We are looking for a contract for a period of six months (6 months), starting on 01.08.2024 until 31.01.2025 with the option to extend the contract for another two (2) years (24 months) until 31.01.2027.
Interested parties
- Are requested to share via email their intent to submit a proposal by no later than 22.07.2024.
- Can submit questions via email to Nthabeleng Mashiya, at nthabeleng.mashiya@goethe.de by no later than 24.07.2024.
- These questions and its corresponding answers will be shared anonymously on 25.07.2024 with all parties who had declared an intent to submit a proposal.
- Are invited to submit their proposals by no later than 26.07.2024 at 14:00 hours. Proposals received after that deadline cannot be considered. The Annexure “IT Services – Overview Eligibility & Evaluation Criteria” forms an integral part of the tender.
- The subject line of the email must read „IT Services for Goethe-Institut 2024/ [Name of Your Company]“.
- Are bound to their bid after submission until 23.08.2024.
- Accept that no renumeration will be granted for the preparation of the proposal and the documents attached hereto. Proposal and attached documents shall become the property of the Goethe-Institut without entitlement for remuneration.
- Acknowledge that documents submitted by the Goethe-Institut in response to the proposal shall be treated confidentially. Non-compliance may result in the proposal not being considered.
- It is intended that short-listed parties will be invited for a Q&A session as well as a presentation of the company.
- The successful proposal will be required to sign a contract with the Goethe-Institut to perform services specified under this Terms of References and agreeing to clearly identified service levels.