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RFQ for Development and Implementation of ICT Helpdesk Management System at UMATI

Chama cha Uzazi na Malezi Bora Tanzania (UMATI) is an autonomous, non-political, non-profit national organization dedicated to advancing Sexual and Reproductive Health (SRH) in Tanzania. Established in 1959, UMATI has played a leading role ...

Jul 23, 2026 - 19:19

Jul 23, 2026 - 20:10

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Tanzania Contract

TERMS OF REFERENCE (ToR) / REQUEST FOR QUOTATION (RFQ)

Development and Implementation of ICT Help Desk Management System

Introduction

Chama cha Uzazi na Malezi Bora Tanzania (UMATI) is an autonomous, non-political, non-profit national organization dedicated to advancing Sexual and Reproductive Health (SRH) in Tanzania. Established in 1959, UMATI has played a leading role in providing quality SRHR information, education, advocacy, and services, particularly for adolescents, young people, women, and underserved populations.

As a Member Association of the International Planned Parenthood Federation (IPPF) since 1973, UMATI is part of a global movement committed to ensuring universal access to SRH information and services. Through innovative programming, strategic partnerships, and evidence-based interventions, UMATI continues to champion the realization of sexual and reproductive health and rights for all people without discrimination.

UMATI’s Strategic Plan identifies digital transformation as a key strategic enabler for enhancing consistency, accessibility of information, and effective communication during follow-up and feedback processes between staff and system technicians or administrators.

Background

UMATI seeks to procure, customize, and implement an integrated ICT Help Desk Management System to improve the management of ICT support requests, knowledge sharing, user training, and service delivery monitoring.

The system will serve as a centralized platform for logging, tracking, assigning, resolving, and reporting ICT support issues while providing users with self-service resources, training materials, and communication channels.

Objective

The objective of this assignment is to design, develop, configure, deploy, and support an ICT Help Desk System that enables:

Efficient management of ICT support tickets.
User self-service through FAQs, user manuals, and knowledge base resources.
Monitoring and reporting of ICT service requests.
Integration with organizational email services.
Delivery of user training programs with assessments and certification.
Tracking of support performance and service-level compliance.

Scope of Work

The selected vendor shall provide the following functionality:

4.1 User Management and Access Control

The system shall support role-based access control with at least the following user categories:

Administrator

Full system administration rights.
User and role management.
Configuration of workflows and categories.
Access to all reports and dashboards.

Supervisor

Monitor and assign tickets.
Escalate tickets.
Review staff performance.
Generate operational reports.

Staff/User

Submit support requests.
Track ticket status.
Access knowledge base and training resources.
Participate in training and assessments.

4.2 Help Desk Ticketing Module

The system shall provide:

Ticket creation through web portal and email.
Automatic ticket numbering.
Ticket assignment and reassignment.
Priority levels (Low, Medium, High, Critical).
Status tracking (Open, In Progress, Pending, Resolved, Closed).
Escalation workflows.
Internal notes and comments.
File attachments.
Notification alerts via email.
Ticket history and audit trail.
Service Level Agreement (SLA) tracking.

4.3 Support Categories

The system shall support categorization of requests including but not limited to:

APOS HR
APOS Payroll
APOS Program
APOS Operations
DHIS2
CMIS MediPro
CMIS GrayCare
Sage
Network and Internet
Hardware Support
Software Support
Email Support
Other ICT Services

Categories should be configurable by administrators.

4.4 Knowledge Base and Self-Service Portal

The system shall include:

Frequently Asked Questions (FAQs).
User Manuals.
User Guides.
Troubleshooting Articles.
Searchable Knowledge Base.
Document Upload and Management.
Approval Workflow.

4.5 Email Integration

The solution shall integrate with: support@umati.or.tz

Features shall include:

Automatic ticket creation from incoming emails.
Email notifications on ticket updates.
Email-to-ticket conversion.
Outgoing communication tracking.

4.6 Training and Learning Management Module

The system shall provide:

Training course enrollment.
Course management.
Learning materials upload.
Progress tracking.
Training attendance records.
Training completion reports.

3.7 Dashboard and Reporting

The system shall provide dashboards and reports including:

Number of tickets received.
Tickets by category.
Tickets by priority.
Resolution times.
SLA compliance.
Staff performance.
User activity reports.
Training participation reports.

3.8 Security and Audit

The system shall provide:

Secure user authentication.
Password management.
Role-based permissions.
Audit logs.
Backup and recovery functionality.
Data encryption where applicable.

Deliverables

The selected vendor shall provide:

Requirements analysis report.
System design document.
Configured and deployed Help Desk System.
Knowledge Base Module.
Email integration.
Training Module.
User Acceptance Testing (UAT).
User and Administrator Manuals.
Training for system administrators and end users.
Go-live support.
Technical support period.

Technical Requirements

The proposed solution should:

Be web-based and responsive.
Support modern web browsers.
Support cloud or on-premise deployment.
Provide API integration capability.
Support database backup and restoration.
Support multi-user access.
Be scalable for future expansion.

Vendor Qualifications

Interested vendors should demonstrate:

Experience implementing Help Desk/Ticketing Systems.
Experience with Management Systems.
At least three similar assignments completed.
Availability of qualified technical personnel.
Ability to provide post-implementation support.

Proposal Submission Requirements

The quotation/proposal should include:

Technical Proposal

Company profile.
Understanding of requirements.
Proposed solution architecture.
Implementation methodology.
Work plan and timeline.
Team composition and qualifications.
References of similar projects.

Financial Proposal

Detailed cost breakdown including:

Software/System costs.
Customization and development.
Installation and deployment.
Training.
Support and maintenance.
Any recurring subscription fees.
Applicable taxes.

Evaluation Criteria

No.	Criteria	Weight (%)
1.	Understanding of Requirements	20
2.	Technical Compliance	30
3.	Experience and References	20
4.	Implementation Methodology	10
5.	Financial Proposal	20
	Total	100

Project Duration

The implementation period is expected to be completed within 8–12 weeks from contract signing.

Technical Support

The vendor shall provide:

Minimum 12 months free support.
Bug fixing and system updates.
Service response and resolution timelines.

Submission & Deadline

Interested vendors should submit their Technical and Financial Proposals physically to Executive Director at the UMATI HQ by 06th Aug 2026 at 5:00PM or via email: procurement@umati.or.tz

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How to approach this opportunity

Before applying for RFQ for Development and Implementation of ICT Helpdesk Management System at UMATI, review the requirements carefully, tailor your CV to the role, and follow the instructions shown in the advert.

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2 Apply safely Use the application instructions provided in the advert. Never pay money to get a job, interview, or application form.

3 Prepare evidence Keep certificates, references, portfolio links, and measurable work examples ready before submitting.

4 Track your application Note the location: Tanzania. Save the job, record the deadline, and follow up only through official channels.

Quick readiness check

Identify 2-3 requirements from the advert and make sure they are clearly visible in your CV, cover letter, or application message.
Prepare a short application message that mentions the exact job title and why you fit the role.
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For RFQ for Development and Implementation of ICT Helpdesk Management System at UMATI, align your CV with the location and role context: Tanzania.

Professional summary Start with a short summary that mentions the target role, your strongest matching experience, and the value you bring.

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Possible CV keywords: Development Implementation Helpdesk Management System Umati

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Before interviewing for RFQ for Development and Implementation of ICT Helpdesk Management System at UMATI, Tanzania, prepare short answers backed by real examples from your experience.

Why do you think the RFQ for Development and Implementation of ICT Helpdesk Management System at UMATI role is a good fit for you?

Which of your skills best match this position?

Give an example of an achievement or work challenge you solved.

How would you contribute to the organization if selected?

Which requirement in this advert best matches your experience, and what proof can you share?

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Match answers to the advert Use real examples Prepare documents and references

AL View sample application letter Dynamic draft tailored to this job post. Edit it before sending.

Use this as a starting point only. Replace placeholders with your real details, add your strongest achievements, and match the final wording to the employer instructions.

YOUR NAME,

YOUR POSTAL ADDRESS,

TANZANIA.

JULY 23, 2026.

THE HUMAN RESOURCES MANAGER,

RECRUITMENT OFFICE,

TANZANIA.

Dear Sir/Madam,

RE: APPLICATION FOR RFQ FOR DEVELOPMENT AND IMPLEMENTATION OF ICT HELPDESK MANAGEMENT SYSTEM AT UMATI

Refer to the letter heading above, I am writing to apply for the RFQ for Development and Implementation of ICT Helpdesk Management System at UMATI position. After reviewing the advertised requirements, I believe my skills, experience, and commitment to professional results make me a strong candidate for this opportunity.

My background has prepared me to contribute effectively in jobs. I can bring relevant experience, strong attention to detail, and the ability to work responsibly with teams, clients, and organizational priorities. In tailoring this application, I would highlight evidence related to Chama cha Uzazi na Malezi Bora Tanzania (UMATI) is an autonomous, non-political, non-profit national organization dedicated to advancing Sexual and Re....

I am especially interested in this role because it gives me an opportunity to apply my strengths, support the organization objectives, and continue growing professionally while delivering reliable results.

I have attached my CV and supporting documents for your review. I would appreciate the opportunity to discuss how my qualifications match this position.

Thank you for considering my application.

Yours faithfully,

___________________

(Insert your handwritten signature here)

YOUR NAME

Phone: YOUR PHONE NUMBER | Email: YOUR EMAIL ADDRESS

YOUR NAME,
YOUR POSTAL ADDRESS,
TANZANIA.
JULY 23, 2026.

THE HUMAN RESOURCES MANAGER,
RECRUITMENT OFFICE,
TANZANIA.

Dear Sir/Madam,

RE: APPLICATION FOR RFQ FOR DEVELOPMENT AND IMPLEMENTATION OF ICT HELPDESK MANAGEMENT SYSTEM AT UMATI

Refer to the letter heading above, I am writing to apply for the RFQ for Development and Implementation of ICT Helpdesk Management System at UMATI position. After reviewing the advertised requirements, I believe my skills, experience, and commitment to professional results make me a strong candidate for this opportunity.

My background has prepared me to contribute effectively in jobs. I can bring relevant experience, strong attention to detail, and the ability to work responsibly with teams, clients, and organizational priorities. In tailoring this application, I would highlight evidence related to Chama cha Uzazi na Malezi Bora Tanzania (UMATI) is an autonomous, non-political, non-profit national organization dedicated to advancing Sexual and Re....

I am especially interested in this role because it gives me an opportunity to apply my strengths, support the organization objectives, and continue growing professionally while delivering reliable results.

I have attached my CV and supporting documents for your review. I would appreciate the opportunity to discuss how my qualifications match this position.

Thank you for considering my application.

Yours faithfully,

___________________
(Insert your handwritten signature here)

YOUR NAME
Phone: YOUR PHONE NUMBER | Email: YOUR EMAIL ADDRESS

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