Appel à la consultance – Fourniture et mise en œuvre d’un outil SaaS de gestion des services d’entreprise (IT) au Kenya.

Appel à la consultance – Fourniture et mise en œuvre d’un outil SaaS de gestion des services d’entreprise (IT) au Kenya.

Background

Médecins Sans Frontières (MSF) is an international independent medical humanitarian action-driven organization, which offers assistance to populations in distress, to victims of natural or man-made disasters and to victims of armed conflict, without discrimination and irrespective of race, religion, creed or political affiliation. 26 associations, 23 sections, and 16 branch offices make-up the international movement and work in partnership around 6 operational entities.

MSF Eastern Africa came into being in 2021, growing out of the Nairobi Branch Office (MSF Spain). The section is the regional institutional office for MSF in Eastern Africa and focuses on representation and networking, including with humanitarian organizations and authorities, recruiting and supporting staff from the region, communications and fundraising, as well as on other dossiers of importance to MSF such as Diversity, Equality and Inclusion (DEI), mutualization, trainings, medical operational support and environmental health. MSF EA has identified key transversal areas of focus in its two-year strategic plan 2022-2023. This will enable the Section to grow and provide strategic support to the operations while building its capacity for future operational ambitions. You can learn more about MSF on our website or via our digital channels – Facebook, Instagram, Twitter and LinkedIn.

Project Overview

MSF EA’s current service management approach is siloed with each department/business function literally ‘figuring it out themselves’. Whereas IT and Facilities tried an automation that resulted in partial automation of their service desk, other departments’ services remained manual. The result is that Quality and speed of these services is not guaranteed, thereby affecting employee productivity.

On the other hand, our IT Assets are managed and allocated manually. IT issues them without proof of user acknowledgement. Most are not tagged, while the few that are tagged, their tag information/number has faded. Monitoring compliance with cyber security and other best practices is an uphill task. We can’t imagine the size of this problem when the number of assets doubles within the 12 months according to our projections.

Therefore, MSF EA is accepting proposals to adopt a SaaS Enterprise Service Management (ESM) or IT Service Management (ITSM) that meets our requirements.

Sourcing Approach

MSF EA generally prefers a “cloud first” deployment approach where the convenience and cost containment aspects of adopting a SaaS solution for ESM are very clear to MSF EA.

Therefore, MSF EA will involve the market leader vendors (as per major market analysts’ publications) operating in the market segments of SaaS ESM and ITSM platforms.

The bidders are encouraged to submit financials for a SaaS deployment.

The shortlist of Bidders will be defined by MSF EA, at its sole and absolute discretion.

Project Objectives

The strategic objective is to potentially extend the service management and tools discipline to non-IT services, in order to establish a Single Stop Shop for business support and a better and more integrated experience for both internal and external customers.

The specific objectives are to:

1. Reach higher levels for the quality of the services offered and set the basis for a continuous improvement philosophy.
2. Increase the level of automation and self-service provisioning in the organization, in order to minimize execution times and improve customer satisfaction.
3. Set the foundation for a more robust and better-established service-oriented culture across the enterprise.
4. Improve visibility and control over IT and other assets, leading to better decision-making regarding asset utilization, replacement, and retirement.
5. Reduce manual effort and errors in asset tracking, reporting, and budgeting, leading to cost savings and increased efficiency.

We are committed to achieving these objectives and look forward to working with a qualified vendor to achieve our goals.