REQUEST FOR QUOTATION (RFQ):
DOCUMENT FOR
OMNI-CHANNEL HELPDESK SUPPORT FOR GOVERNMENT SERVICES APP
Procurement Notice
REQUEST FOR QUOTATION (RFQ):
DOCUMENT FOR
OMNI-CHANNEL HELPDESK SUPPORT FOR GOVERNMENT SERVICES APP
Objective
To appoint a qualified service provider to deliver comprehensive Level 1 (L1) and Level 2 (L2) Omni-Channel Helpdesk Support for a newly-developed Government services mobile application. The appointed vendor shall cater to public users, government agencies, and other relevant stakeholders across various digital support channels, ensuring efficient, timely, and user-centric assistance.
Scope of Work
A. Level 1 Support Services
| i. Receive and log customer inquiries across channels (email, chat, social media, etc.). |
| ii. Conduct initial troubleshooting based on SOPs and knowledge base articles. |
| iii. Provide general app and service-related information. |
| iv. Escalate complex or unresolved issues to Level 2 or relevant departments. |
| v. Conduct ticket follow-up to ensure issue resolution and user satisfaction. |
| vi. Monitor and report on app store user reviews. |
B.Level 2 Support Services (Observability Stack
| i. Monitor application and system logs using Elastic Stack tools (Filebeat, Logstash, Elasticsearch, Kibana) or equivalent. |
| ii. Configure dashboards for real-time performance monitoring and alerting. |
| iii. Schedule automated alerts and incident notifications to DevOps or escalation channels. |
| iv. Report technical findings and performance issues to the relevant teams. |
Operation Hours
The vendor is required to provide detailed information on the proposed operation hours, including daily and weekly schedules.
Resource Requirements
The vendor must provide a detailed breakdown of the required resources, specifying the quantity and key responsibilities for each role based on the proposed structure.
Implementation Timeline
The vendor is required to propose a detailed project implementation timeline covering onboarding, setup, testing, and go-live phases. However, the helpdesk must be operational and ready to support users by mid of August 2025.
Duration
Please be informed that the duration of this project is five (5) months, commencing in August 2025 and concluding in December 2025. Accordingly, bidders are requested to submit their pricing based on a monthly cost breakdown.
Submission
The quotation must be submitted to admin@mydigital.gov.my no later than 12.00 pm on Tuesday, 5 August 2025.
Any inquiries, kindly contact:
Puan Afiqah Izzati Aris at afiqa.aris@mydigital.gov.my