Natanim Charitable Organization (NCO) seeks to engage a qualified vendor for the installation, configuration, and maintenance of a professional hotline software system.

Natanim Charitable Organization (NCO)

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: July 1, 2026
• Application Deadline: July 14, 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

Technical Proposal Requirements

Bidders must include the following:

• Description of the proposed hotline system
• Cloud-based or on-premise specification
• Required hardware components (if any)
• Compatibility with Ethiopian telecom services
• Estimated internet bandwidth requirements
• Data hosting location
• Data security and encryption features
• System scalability
• Warranty period
• Technical support response time

Financial Proposal

The financial proposal must clearly indicate:

• Software license cost
• Installation and configuration cost
• Training cost
• Annual maintenance cost
• Any recurring or hidden costs
• Total project cost in ETB

Selection Process

The selection process will include:

1. Document Screening: Evaluation of legal documents, technical and financial proposals

2. Technical Evaluation: Assessment of proposed system and approach

3. Interview/Presentation (if required): Shortlisted vendors may be invited to present their solution

How to Apply

Interested bidders should submit the following documents:

1. Technical proposal

2. Financial proposal

3. Valid business license

4. Tax registration certificate

5. Company profile

6. References of similar work

Submission Details

Request the ToR and Application format via the Email addresses below:
To: betikef6@gmail.com 

CC:

fikir74@gmail.com 
gtsedeniya@gmail.com 

Subject line: Request for Hotline Software System Installation and Maintenance ToR and Application Format– NCO

The documents shall be submitted to our office until July 14,2026, 5:00pm Local time.

Contact Information

For inquiries:

Phones:

+251 933 839 191
+251 993 252 797
+251 945 482 424

Address: Addis Ababa, Ethiopia

Equal Opportunity

Natanim Charitable Organization is an equal opportunity organization. Companies with relevant experience, including those promoting inclusive and accessible solutions, are strongly encouraged to apply, in line with our commitment to inclusion, diversity, and social justice.

Tender details

• Deadline: 2026-07-14
• Bid closing time: 17:00
• Bid opening: 2026-07-14 17:00
• Bid opening (note): No Specific Opening Date and Time
• Region: Addis Ababa
• Publishing entity: Natanim Charitable Organization (NCO)
• Buyer TIN: 0084298990
• Published: Jul 01, 2026
• Posted at: 2026-07-01T10:36:24.000Z
• Buyer website: https://natanimethiopia.org/