Terms of Reference (TOR) On-Call IT Support Services

Who We Are

Girl Effect is an international non-profit that connects girls to the resources and support she needs to overcome barriers, see themselves differently and unleash their full potential. We believe that the most powerful force to break the cycle of intergenerational poverty is GIRLS. When you connect GIRLS to what they need, unleash the limits communities set for them, and change how girls see themselves- they change the world. That’s the Girl Effect.

Our approach redefines what girls think they can and should do. We do this by building digital and media technologies that girls want, trust and need. From chatbots and applications to chat shows and TV dramas, our approach uses modern technologies to reach girls where they are today.  

Our reach is 23 million and counting. 

We are girl centered. We engage girls through evidence-based social and behavior change.  We meet girls where they are today, in the spaces, on the platforms and channels they trust and love. We work with governments to transform systems to work for HER. 

We reach girls worldwide, where they are—online and offline—to support them at critical moments in life when they need to make choices about their health, education, and economic future. 

We use our expertise in behavior change science to motivate and equip girls with information and support to help them see a different future for themselves, act on those choices, and drive greater demand for the opportunities and services available to them. 

Chhaa Jaa in India, Tujibebe in Tanzania, Yegna in Ethiopia - are some of our youth brands. They exist across multiple channels - digital ( Meta, Google and other SM platforms), TV, radio, print and offline. Where required and relevant, we also use white label brands for specific campaigns. 

Girl Effect in India

In 2019, Girl Effect launched Chhaa Jaa, a digital-first youth programme that helps girls in India build the confidence to make choices and changes in their lives - from accessing information about her body and services around her, to negotiating about education choices or whether to use contraception. Chhaa Jaa was designed keeping in mind adolescent girls between 17-19 years, currently in higher education, and accessible online via mobile – whether girls own or borrow a mobile phone. 

Over the last four years, we have invested in setting up key online assets and infrastructure that can be leveraged to deliver programmes under a range of thematics for older adolescent girls. We have built a multi-product digital ecosystem of products - across ‘broadcast’ and ‘interactive’ features - that are social media-based and available to girls whenever they need it. 

This includes:

• Inspiring and enabling social and behavior change content on Facebook, Instagram, and YouTube through Chaajaa
• A chatbot on Facebook Messenger and WhatsApp that allows girls to explore taboo topics in a safe 1:1 space and nudges them to connect her with health services called Bol Behen
• And a website aggregating youth-friendly services and is updated regularly with blog content.
• A girls-only Facebook group to experience social support and a sense of community Called BAK BAK Gang 

Context

Girl Effect India operates with a distributed workforce across multiple locations, requiring robust IT support to ensure seamless operations. With a user base spanning 28 employees in India spread across various states & cities. The organization relies on on-call IT support services to address hardware and software issues promptly and effectively.

Objectives

1. To ensure uninterrupted IT operations by addressing hardware and software issues promptly.
2. To provide efficient and reliable remote support to all staff across multiple locations.
3. To coordinate warranty services and replacements effectively as needed.

Scope of Work

• The IT support service provider will deliver the following
• Remote, on-call support for 28 +  users spread across India such as New Delhi, Mumbai, Hyderabad, Pune, Goa, Seoni (M.P), Kolkata, Noida, Gurugram, Jaipur etc.
• Resolution of hardware and software issues within the agreed service window (10:00 AM to 7:00 PM, Monday to Friday)
• Warranty coordination with OEMs for device repairs and replacements of the hardware, if necessary
• The vendor should have a network presence within major cities across India.
• The Vendor will also support with sourcing of IT requirements e.g laptops

Deliverables

• Monthly reports on incidents logged, resolved and pending.
• Timely responses and resolutions within the agreed SLA.
• The turnaround time for troubleshooting should be within 24hrs from receiving the laptop and the resolution time should not exceed 5 working days unless specific parts are unavailable.
•  Assistance in procuring and coordinating OEM warranty services.

Roles and Responsibilities

• The service provider will:
• Deliver remote support promptly as per the agreed schedule.
• Communicate clearly about additional costs or time required to resolve issues.
• Maintain the confidentiality of all organizational data and systems.
• Shall depute experienced personnel as may be necessary to render the Service here under and shall use its skills and expertise to provide the Services.
• Support with IT support set-up and onboarding  for employees
• Girl Effect will:
• Maintain all device licenses and antivirus protections.
• Facilitate communication between staff and the service provider.
• Approve additional costs for spares or extended services as necessary.

Project Timelines

• Terms of reference published: 19th February, 2025
• Deadline for proposal submission:  21st March 2025

Reporting

The agency will work closely with the Global IT support officer and the HR and Ops manager in India

Expected Commitment

• The assignment is expected to take approximately 1 year. Effective Period: April 01, 2025 – March 31, 2026. This is subject to renewal upon satisfactory delivery of the work.
• The consultant will be expected to present to the team if needed.

Location

The consultant must be based in India. The Assignment is to be carried out in India.

Evaluation Criteria

The criteria against which proposals will be evaluated are listed below.

Technical Evaluation

• Interpretation and understanding of this TOR - 5%
• Showcases relevant experience in having done previous similar work with relevant agencies or organizations - 30 %
• Evidence of a minimum of three contactable references - 15%
• Experience and Qualification, share your CV/Profile - 20%

Financial Evaluation

• Value for money/proposed budget breakdown - 30%

Success Metrics

• Response and resolution times within the agreed SLA.
•  Accuracy and clarity in monthly reporting.
•  User satisfaction with support services.

Proposal Submission

Your proposal, should you be interested (Max 5 pages), should cover

• Your understanding of the brief and why you feel you are well-placed to advise us on this
• Credentials - Please showcase any previous work that you consider relevant to what we are trying to achieve and how we approach our work, and the audience we cater to. Describe the qualifications, experience, and capabilities in providing the requested services.
• Reference - Provide at least three references 
• Breakdown of Costs with applicable taxes and other charges clearly identified in INR. Consultants should provide their daily or hourly billing rate or their proposed fixed fee for the requested deliverables. 
• All applicable taxes should be quoted separately;

In the proposal, the bidder must demonstrate an understanding of the requirements described in the TOR and demonstrate how the bidder will meet the requirements of the evaluation criteria.

GE is not liable for any cost incurred during the award/contract preparation, submission, or negotiation of the award/contract. All submitted documentation and/or materials shall become and remain the property of GE.

The validity of the proposal shall be 90 days from the date of bid closure.

How to Apply

Please submit proposals, as described above, to Girl Effect’s procurement team (suppliers@girleffect.org) by 21 March 2025. Please mark your email with the subject line, ‘‘On-Call IT Support -India.’

Tax

Girl Effect India is obliged by the Indian tax authorities to ensure all taxes are charged where applicable. Applicants are advised to ensure that they have a clear understanding of their tax position regarding provisions to Indian tax legislation when developing their proposals.

Copyright

All materials/documents arising from this consultancy work shall remain the property of Girl Effect.

Disclaimer

GE reserves the right to determine the structure of the process, number of short-listed participants, the right to withdraw from the proposal process, the right to change this timetable at any time without notice and reserves the right to withdraw this tender at any time, without prior notice and without liability to compensate and/or reimburse any party. GE shall inform ONLY successful applicant(s). The process of negotiation and signing of the contract with the successful applicant(s) will follow. 

Please note: We will evaluate only proposals submitted following the application process outlined in the RFP and using our specified email address (suppliers@girleffect.org).

Safeguarding

You may be required to undertake safeguarding checks. Shortlisted consultants will be assessed on our organisational values at the interview stage. The successful consultant will be expected to adhere to our safeguarding policy. We encourage you to read and understand our safeguarding policy, the executive summary of which can be found here. We have zero tolerance for violence against children, beneficiaries, and staff. 

Equal Opportunities 

Girl Effect Services is committed to equal opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity, or expression. We are proud to be an equal-opportunity workplace. 

We are committed to building an increasingly representative organisation that works extensively with the communities we serve. To this end, due regard will be paid to procuring consultancy service organisations and individuals with diverse professional, academic and cultural backgrounds.