Terms of Reference _ ToRs for the Provision of dedicated Fiber Internet Services

Reference Number: TN 0020 /Jhpiego-RW/FY24

Background

Jhpiego enhances health and saves the lives of women and families in limited-resource settings. For nearly four decades, Jhpiego has put evidence-based health innovations into everyday practice to overcome barriers to high-quality health care services for the world's most vulnerable populations. From our origins as technical experts in reproductive, maternal, and child health, Jhpiego has grown to embrace new challenges, including HIV/AIDS, malaria, and cervical cancer prevention - reflecting the increasing interconnectedness of global health. 

Jhpiego Rwanda, an affiliate of Johns Hopkins University, is inviting potential service providers for the provision of fiber internet services.

Reliable internet connectivity is essential for our operational needs such as cloud-based applications, remote work capabilities, video conferencing, data sharing across regional offices, data management, communication, and service delivery. The terms of reference outline the requirements for the provision of dedicated fiber internet services to enhance our capabilities.

Objectives

The primary objective of the terms of reference is to solicit proposals from qualified service providers for the installation, configuration, and maintenance of fiber internet services. The specific goals include:

• Providing high-speed, dedicated fiber internet connectivity.
• Ensuring minimal downtime (no more than 4 hours annually) and robust technical support with a response time of no more than 30 minutes for critical issues.
• Enabling secure data transfer and communication.

Scope of Work

The service provider will be expected to:

Installation and Configuration

• Assess the current infrastructure and requirements.
• Install necessary fiber optic cables and related hardware.
• Configure routers and network settings to ensure optimal performance.
• Provide a list of equipment that will be delivered and installed in the Office (e.g. router, modem, switch) with their model number.
• Provide at least six public IP addresses.
• Indicate the lead time for delivery and installation of the complete setup from the date of issuing the order.

Internet Speed and Reliability

• Provide a dedicated fiber connection with a minimum internet speed of 140 Mbps (Up and down) split to 80 Mbps_ Kigali Office, 20 Mbps for each of the three Jhpiego sub-offices in Rwamagana, Muhanga and Musanze districts.
• Ensure a Service Level Agreement (SLA) that guarantees uptime of at least 99%.
• Provide redundant and failover connections to ensure continuity in case the primary connection fails.
• Provide traffic management tools, network monitoring and access to bandwidth utilization graphs.
• Quality of Service on the fiber links.

Maintenance and Support

• Offer ongoing maintenance and avail free unlimited 24/7 technical support throughout the service provision period.
• Provide a dedicated technical support engineer as a contact for immediate issue resolution.
• Conduct regular system checks and updates.
• Ensure resolution times for critical issues within 4 hours and non-critical issues within 24 hours.
• Detailed escalation matrix.
• Notify IT department prior to any planned down time.

Security

• Implement necessary security measures to protect data and maintain confidentiality.
• Provide details on data protection protocols.
• Ensure compliance with relevant international standards and local data protection laws.

Deliverables

The following deliverables are expected from the service provider:

• Project Plan: A detailed project plan outlining timelines, milestones, and deliverables.
• Service Level Agreement: Documentation detailing uptime guarantees and support response times.
• Maintenance Schedule: A schedule for regular maintenance and updates.
• Security Protocol Documentation: Details on implemented security measures.

Duration of the Contract

The contract is expected to last for one year starting from November 2024, Renewal of the contract will be based on performance reviews, considering uptime, response times, and quality of service as outlined in the SLA.

Proposal Submission

Interested service providers must submit a proposal that include the below mandatory requirements:

• Company profile and experience.
• RDB registration
• Valid tax clearance
• Technical approach and methodology.
• Detailed pricing structure.
• References from similar projects at least three
• Compliance with any regulatory requirements.

Evaluation Criteria

Proposals will be evaluated based on the following criteria:

• Technical capability and experience.
• Cost-effectiveness.
• Quality of proposed solutions.
• Commitment to service levels and support.
• References and past performance.

How to Apply

Interested bidders are required to submit a signed and stamped quotation in a sealed envelope no later  in a sealed envelope not later than Friday,  October 18,2024 at 1:00 PM. Indicate on the envelope “ Provision of Fiber Internet Services”    and Address your Proposal  to the Finance and Operations Director at JHPIEGO, Gasabo, Kacyiru, KG 563 ST ROAD, Golf View Rise Building, 3rd Floor. Tel: 0788381188.

For any inquiry, please submit through ,  Rwanda.Procurement@jhpiego.org   in at least 2 days before the bids submission deadline.

N.B.: Failure to meet the closing deadline will result in rejecting the bidding proposals.