Professional Services for IT Application Development, Maintenance and Support Services

Scope of Requirements

The overall scope of the RFP is to support and maintain the IT business applications ecosystem at the Global Fund in a DevOps model. The key responsibilities of the vendor are described below. Further the scope has been detailed in business application packages section (this covers both functional and technical responsibilities).

1. Provide technical support and maintenance for the IT applications at the Global Fund based on agreed SLAs;
2. Support users of the Global Fund IT applications and interfaces/integrations with other applications not in the scope of this RFP;
3. Assisting and troubleshooting of flow of data from and to the IT applications across the entire IT landscape;
4. Deliver ad-hoc data extracts and reports in response to internal & external stakeholders requests. The selected vendor should help Global fund move toward to a DevOps model. This includes helping to automate regression testing and bringing down the cost of testing
5. The selected vendor is expected with collaborate with other vendors at Global Fund as necessary to resolve issues or progress on projects;
6. Provide industry best practices, tools and methodologies to show continuous improvement in user experience and reduction in support effort;
7. Provide best practices for software code development and standard approach for code deployment (release management that integrates smoothly both old and new functionalities);
8. Provide a “customer success manager” with good consultative skills, knowledge of products with Global IT application landscape, focus on bringing lifetime value, continued service improvements and having authority to his/her organization resource pool.

IT Applications Scope

The existing IT business applications can be classified into these three IT application packages based on the different business functions:

IT Applications Package 1 – Enterprise Applications;
IT Applications Package 2 – Data & Analytics;
IT Applications Package 3 – Infrastructure Services & Collaboration Solutions;

The details of the services and relevant SLAs for this scope of work are detailed in Section 4: Service Support.

IT Application Package 1– Enterprise Applications

The IT applications in this area are used across the Secretariat and the external users. Each IT application details and processes are described in the tables below:

*Please note all numbers are approximations and could vary depending on the application usage.

Download Request for Proposals (RFP) in English