Hotline Software System Installation and Maintenance Services

Bid Announcement: Hotline Software System Installation and Maintenance Services About Natanim Charitable Organization (NCO) Natanim Charitable Organization (NCO) is an Ethiopian indigenous civil society organization working in the areas of mental health, psychosocial support, and disability inclusion. The organization works to promote awareness, learning, advocacy, and capacity building for individuals, communities, and institutions. Under its ongoing initiatives, including the CADiR (Collective Action for Disability Rights) Project, supported by NORAD through Atlas Alliance and Youth Mental Health Norway, NCO is establishing a National Mental Health Hotline Service in Addis Ababa. The hotline will provide confidential counseling and referral services to individuals experiencing psychological distress. To support this initiative, NCO seeks to engage a qualified vendor for the installation, configuration, and maintenance of a professional hotline software system. General Information Bid Title: Hotline Software System Installation and Maintenance Services Location: Addis Ababa, Ethiopia Procurement Type: Service Contract Working Arrangement: Assignment-based with ongoing technical support and maintenance Posted Date: March 25, 2026 Application Deadline: April 08, 2026 Scope of Work The selected vendor will support NCO in establishing a functional and secure hotline software system. NCO will provide access to its existing IT setup and operational requirements, while the vendor will deliver a complete and operational hotline system. Key tasks include: 1. System Assessment and Recommendation Assess NCO’s current IT infrastructure Recommend the most suitable hotline software solution 2. Software Supply and Installation Supply and install the hotline software system Configure call routing and call logging features Establish secure case documentation and management system 3. System Configuration Enable call logging and call history tracking Ensure secure client case documentation Implement data encryption and confidentiality protection Set up user access levels (Administrator, Supervisor, Counselor) Develop reporting and analytics dashboard Enable monitoring of counselor performance and activities 4. Training Provide at least two (2) days of training for hotline staff Deliver system administration training for supervisors 5. Technical Support and Maintenance Provide continuous technical support Establish backup and recovery mechanisms Offer annual maintenance services Ensure timely response to system issues For more information please refer to this link; https://docs.google.com/document/d/16X1lUbmTYr_9QoZJ0RcHhinRC5QmiWAb/edit?usp=sharing&ouid=112871499205828425147&rtpof=true&sd=true