|
Tender description :
|
Tenders Are Invited for IT Support Service
3. Specification and Scope of Requirement
This tender covers two distinct but related scopes, both detailed in 'Annex C – IT Support
Specifications':
Global Hub (International Headquarters): based in Woking, UK, supporting approximately 340 Global
Hub staff based in multiple countries and time zones, the majority of whom work from home. Satellite
offices in Geneva and New York (approximately 5 users in each office) is also in scope. This scope
additionally includes support for the Ukraine Refugee Crisis Response (approximately 70 users),
which must be quoted and charged separately.
Plan International USA: remote and on-site IT support for the Rhode Island office, covering
approximately 75 devices, including 24/7/365 remote support and an expected on-site presence of
approximately 3 days per month.
The Global Hub contract is managed by the Manager, Global IT Services, with an estimated 1 day
effort per week.
4. Plan’s expected outcomes
Plan expects the vendor to deliver the following desired outcomes for Global Hub:
• Fully managed solution for the delivery of all IT services to Plan’s International
Headquarters, with a user base of approximately 350 users
• Desktop support
• M365 and AD account administration
• Network and audio visual support for the UK office
• Deliver services with the same, or improved service hours, service level targets and
customer satisfaction
• Provide VIP out of hours support to agreed service level targets
• Reduction of in-house management effort freeing up resources to focus on high value
activities such as understanding business need
• Identify and implement opportunities to increase value through reduction in cost
• Retain or improve on current high levels of customer satisfaction
• Structured continual service improvement plan aligned to business needs
• Services to be delivered in accordance with the ITIL best practice framework
In addition to the above, for Plan International USA (Rhode Island), Plan expects the vendor to
deliver:
• Comprehensive remote IT support for approximately 75 devices, with 24/7/365 helpdesk
coverage and a single point of contact (phone, email, portal).
• On-site support at the Rhode Island office of approximately 3 days per month, plus on-demand
support as required.
• Windows and Mac desktop and device support, with device management via Intune
• Cloud infrastructure support across Azure and AWS, including provisioning, optimisation,
security and compliance.
• Network, AV, printer, security, asset management, training and account management services
as set out in Annex C.
• Secure deployment and onboarding of devices to both office-based and remote staff.
• Services delivered in accordance with the ITIL best practice framework.
Issue of Invitation to Tender 01st June 2026
Deadline for supplier submission of clarifications
questions 10th June 2026
Deadline for Plan to respond to clarification
questions 12th June 2026
Deadline for submission of offers 30th June 2026
Supplier short-list notification 06
th July 2026
Supplier presentations / interviews w/c 13th July 2026
Contract Award TBC
|
