Computing Service Provider

APW to provide hosting and maintenance services in addition to IT technical support for training, resolution of software, hardware, and network problems for all HMED users.

📍 1. Background

The national strategy plan for HIV prevention and control 2021-2030 set a goal of ending AIDS by 2030. To achieve this goal, Viet Nam must establish a sustainable HIV programme including HIV treatment. Since 2017, Viet Nam has moved from donor funded ARVs to health insurance funded ARVs. Currently, 50% of the patients on ART are covered by social health insurance.

To manage ARVs and other medications used for HIV patients since 2019 VAAC has developed a web-tool named as HMED. The web-tool HMED is used for monitoring and management of several modules including ARV drugs, pre-exposure prophylaxis treatment (PrEP), hepatitis C/HIV co-infection and latent TB treatment. It is hosted in cloud server and access by users using computer and mobile phones. This web-based tool has been very useful for outpatient clinics (OPC), provincial CDC and VAAC in management of the ARV and DAA drugs and patients and to facilitate reporting and management at provincial and national levels. The data is also used to inform ARV procurement.

The computing services and IT technical support used to be supported by international partners. However, in 2022, this support is ended and VAAC requested WHO support while VAAC is preparing for taking over.

WHO Viet Nam is calling for a service provider to provide hosting and maintenance services and IT technical support for training, resolution of software, hardware, and network problems for all HMED users.

📍 2. Planned timelines (subject to confirmation)

• Start date: 25 April 2022
• End date: 30 April 2023

• The service provider will discuss with responsible officer of WHO Representative Office in Viet Nam to understand the work requirement.
• Regular update WHO team and VAAC on technial issues and actions taken.

• Provision of servers to host application, database, and web server
• Configure access to application through the web
• Fault-tolerance to ensure high level of business continuity even in the event of a disaster
• Load balancing to divide the load, directing users requests for distribution among several servers avoiding a single server overload during peak hours, causing system crashes and latency.
• Anti-virus and Firewall to secure the application against malicious access

• Perform regular server and application proactive maintenance
• Performance monitoring of the application and take corrective actions
• Regular backup of data to ensure fast reliable recovery of the data

• Provide support channels for users including email and telephone operating at standard working hours
• Respond timely to user incidents and requests
• Onboard new users and guide them on how to use the applications
• Provide up to date training documentation and videos

• Reporting on key tasks and recommendations. This report will highlight Service Level Agreement achievements.
• Regular meeting with WHO team with the supplier contract manager.

• Report on the provision of hosting and maintenance services and technical support for training, resolution of software, hardware, and network problems for all HMED users.

• Technical proposal on provision, hosting and maintenance services in addition to IT technical support for training, resolution of software, hardware, and network problems for all HMED users to meet all requirements described in the TOR and SERVICE LEVEL AGREEMENT (Annex 1) and required infrastructure (Annex 2). The supplier must follow the government regulation and policy on ensuring information system security (Annex 3).
• Financial proposal
• Documents to demonstrate the following requirements

• Business licence in IT software development registered in Viet Nam
• Demonstrated experience in working with HIV or HCV program management or other health information systems
• Demonstrated experience on IT software development/management using Vietnamese Unicode standard TCVN6909: 2001 and Unicode encoding (ISO 10646)

• Deep knowledge of cloud technologies with experience with administration of cloud servers and database management systems
• Development skills in key web and database programming languages
• Good working knowledge of website management
• Good knowledge of WAN topology and management
• End-user support, interpersonal and technical skills, and ability to work under pressure
• Logical thinker, good analytical, problem solving and organizational skills
• Ability to log support tickets and write technical documentation and reports

• University Degree in IT, Certifications from relevant IT organizations
• At least 10 years of experiences in the area of information technology/health informatics.
• Expert level in both English and Vietnamese

• Administrative Officer
• World Health Organization, UN Building, 304 Kim Ma Street, Hanoi, Viet Nam
• OR wpvnmapplicants@who.int

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