TERMS OF REFERENCE
For
Provision of Maintenance and Repairs of ICT Equipment
1. About
Zimbabwe Health Interventions (ZHI) invites suitably qualified service providers for the
submission of proposals for the provision of maintenance and repairs of IT equipment. The
required service provider will be responsible for the maintenance and repair of IT equipment.
The services listed in section 9 of this TOR are not an exhaustive list and ZHI holds a reasonable
expectation of prospective service providers to provide services on other IT related repairs and
maintenance services
2. Scope of Work/Goods to Be Supplied
Repairs and maintenance is for laptops, desktops, smartphones, tablets, printers, cameras and
servers.
Feature Description
Repair of components
In case of replacement (branded and genuine) components shall be used.
Laptops and desktops
Recommendation note and comments on the repaired equipment.
Smartphones and tablets Repair and replace components with genuine components
Repair and replace unrepairable components (branded and genuine)
Installation of drivers and software upgrades for its operation
Printers/Scanners Consumables like cartridges and toner not covered.
Recommendation note and comments on the repaired equipment.
Replacement and repairs of components with original parts.
Cameras Recommendation note and comments on the repaired equipment.
Repair of components
Replacement of unrepairable components (components must be genuine)
Servers
Recommendation note and comments on repaired component.
3. Deliverables
Fully repaired or serviced equipment returned within the stipulated timelines.
A signed and stamped Recommendation note with comments after repair and
service.
Unrepairable components that have been replaced should be taken back to ZHI for
disposal.
Depending on issues heavy duty printer\scanner service and repair to be done at ZHI
premises.
4. Preliminary criteria
The bidders have to comply with the responsiveness criteria stated below. Failure to comply
with any of the responsive criteria listed below will render the bid non-responsive.
The bidder must be a legally registered company in Zimbabwe
The bidder must have at least two (2) traceable references where they have carried out
repairs and maintenance
The bidder must provide a minimum of 2 CVs of technicians – including copies of
qualification certificates.
Added certifications and brand association (if any)
The bidder is expected to stipulate the time it will take to complete the scope of work.
Depending on the task to be carried out, the contractor must advise the time it will take to
repair the specific IT equipment.
5. Bid Price
The bid price should cover the total price to carry out works (including any other cost
necessary to complete scope of works)
6. Evaluation – Functionality
No Functionality Criteria Weighting Factor
Price
1 This is the total price to carry out works (including any other cost 50
necessary to complete the scope of works)
Lead Time
2 The average lead time for the completion of the services and 20
repairs
Technical Offer (Quality/Experience) – includes the following
CV(s) of technicians –include copies of qualification certificates
References of similar services done
3 List equipment that you have skill in repairs and maintenance 30
(e.g., HP, Dell, Lenovo, Ricoh etc.)
Years of the organization in IT industry
Added certifications and brand association (if any)
TOTAL 100
7. Award Criteria
No AWARD CRITERIA Conditions
This is the total price to carry out works (including any other cost
1 Price
necessary to complete scope of works)
2 Technical Quality/Experience Previous experience in similar service and the staff qualifications
3 Lead time The average lead time for the completion of the services and repairs.
Bidders will be rated on the ratings stated below
0 – Very Poor 2 – Poor 3 – Good 4 – Very Good 5 – Excellent
7.1 Technical Quality/Experience
Legally registered Organization, Business Company with requisite experience and
background.
Minimum 5 years of proven experience in providing IT support Services.
Excellent skills in the execution of preventive and corrective maintenance.
Excellent knowledge on of Telecommunication equipment configurations and
troubleshooting.
Experience in maintaining Photocopiers/Scanners Machines.
7.2 The company must have IT Personnel with the following qualifications:
University Degree or diploma in information technology, Computer Sciences,
Engineering, or any other related fields.
Hands-on experience in troubleshooting, Hardware, and software maintenance.
7.3 Lead Time
The time it will take to complete the scope of works. Depending on the task to be carried
out, the contractor must advise the time it will take to repair the specific IT equipment.
4.4 Financial Offer
Prices must be including VAT
The list of services below are not exhaustive, ZHI holds reasonable expectation of
prospective service provider to provide services on other IT related repairs and
maintenance services.
8. Application Requirements
ZHI is now inviting qualified firms and consultants to submit their Technical and Financial
Proposals on the list of services above including a cover letter on or before 13 June 2022 to the
following address: Email: tenders@zhi.co.zw with the subject: “Provision Of Maintenance and
Repairs of IT Equipment”. For any enquiries regarding this RFP, send an email to
procurement@zhi.co.zw
The submissions should include the following documents:
1. Technical proposal
2. Copies of certificate of registration/incorporation (for firms)
3. Names and contacts of Directors (for firms)
4. Company profile (for firms)
5. Curriculum Vitae of proposed project team members
6. Tax registration certificates (Income Tax and VAT in case of firms)
7. Full contact details (physical address, telephone and fax numbers and e-mail addresses)
8. Contact person and contact details of Project Lead/Manager(for firms)
9. Profile of previous work done which is related to this assignment
10. Three references and contacts of three referees (on Company letterheads)
11. Certificates of completion of previous work
12. Cost of implementing the assignment including the cancellation clauses.
Note: Unrepairable components that have been replaced should be taken back to ZHI for
disposal.
9. List of Services
Those list are not an exhaustive
Equipment Common Problems Type of Service Cost
1. Broken Screen Fix and supply
2. Non-functional keyboard i.e., Keyboard has
Fix and Supply
missing or broken keys
3.Internal mouse faulty Fix and Supply
4.Hard drive challenges, crash etc. Fix and Supply
5. Black Screen, laptops turn on, power LED
lights up, cooling fans works but nothing appears
Fix and Supply
on the screen. The screen is completely black and
blank
Laptops 6. Strange or garbled image on the screen Fix and Supply
Dell XPS 13 9310
7 Liquid Spill Service
8 Laptop turns on and off repeatedly. The laptop
turn on without showing any image on the screen.
Service
After a few seconds it turns off by itself. Then it
turns on and off again
9. Computer keeps restarting Service
10.Unusual noises Service
11. Microphone/speakers malfunction Fix and Supply
12.Hard disk problem Fix and Supply
1.Windows is sending print jobs to the wrong
Service
printer
2.Paper jams Service
Printers 3.Faulty ADF Service
RICOH IM 2702
4.Damaged Pickups rollers Service
5.Memory challenges Service
6.Drum faulty Service
Projectors 1.Lamp Challenges Fix and supply
Epson EB-01 2.Broken Lens Fix and supply
Servers
HP Model 27-dp 1. Diagnostics Fix and supply
1006d
Smartphones 1. Damaged screen Fix and supply
Samsung Galaxy
S22 Ultra 2. Phone not charging Fix and supply
