{"id":17765,"date":"2025-07-31T17:24:43","date_gmt":"2025-07-31T09:24:43","guid":{"rendered":"https:\/\/www.mydigital.gov.my\/?p=17765"},"modified":"2025-09-24T15:30:27","modified_gmt":"2025-09-24T07:30:27","slug":"procurement-notice-request-for-quotation-rfq-request-for-quotation-document-for-omni-channel-helpdesk-support-for-government-services-app","status":"publish","type":"post","link":"https:\/\/www.mydigital.gov.my\/bm\/procurement-notice-request-for-quotation-rfq-request-for-quotation-document-for-omni-channel-helpdesk-support-for-government-services-app\/","title":{"rendered":"[Procurement Notice] Request for Quotation (RFQ): REQUEST FOR QUOTATION DOCUMENT FOR OMNI-CHANNEL HELPDESK SUPPORT FOR GOVERNMENT SERVICES APP"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"17765\" class=\"elementor elementor-17765\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8491b67 main-page-title e-flex e-con-boxed e-con e-parent\" data-id=\"8491b67\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;background_motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;background_motion_fx_translateY_effect&quot;:&quot;yes&quot;,&quot;background_motion_fx_translateY_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:4,&quot;sizes&quot;:[]},&quot;background_motion_fx_translateY_affectedRange&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:0,&quot;end&quot;:100}},&quot;background_motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-d25183c e-con-full e-flex e-con e-child\" data-id=\"d25183c\" data-element_type=\"container\" data-settings=\"{&quot;position&quot;:&quot;absolute&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-94d3daa elementor-widget elementor-widget-ld_particles\" data-id=\"94d3daa\" data-element_type=\"widget\" data-widget_type=\"ld_particles.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n\t\t<div class=\"ld-particles-container pos-rel w-100   lqd-particle-618b615377878\">\n\t\t\t<div class=\"ld-particles-inner lqd-overlay pointer-events-none\" id=\"lqd-particle-618b615377878\" data-particles=\"true\" data-particles-options='{\"particles\":{\"number\":{\"value\":25},\"color\":{\"value\":[\"#FDA44C\",\"#604CFD\",\"#0FBBB4\",\"#F85976\"]},\"shape\":{\"type\":[\"circle\"]},\"opacity\":{\"value\":1},\"size\":{\"value\":4},\"move\":{\"enable\":true,\"direction\":\"none\",\"out_mode\":\"bounce\"}},\"interactivity\":[],\"retina_detect\":true}'><\/div>\t\n\t\t<\/div>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-258d476 e-con-full e-flex e-con e-child\" data-id=\"258d476\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-395d84f elementor-widget elementor-widget-hub_fancy_heading\" data-id=\"395d84f\" data-element_type=\"widget\" data-widget_type=\"hub_fancy_heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n\t\t<div id=\"ld-fancy-heading-69f18e6f6b5db\" class=\"ld-fancy-heading pos-rel\">\n\t\t\t<h2 class=\"ld-fh-element d-inline-block pos-rel  elementor-heading-title lqd-highlight-classic lqd-highlight-grow-left h2\"  > <b>REQUEST FOR QUOTATION (RFQ): <br>  DOCUMENT FOR\nOMNI-CHANNEL HELPDESK SUPPORT FOR GOVERNMENT SERVICES APP\n <\/b><\/h2>\t\t<\/div>\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e738ba7 page-breadcrumb e-flex e-con-boxed e-con e-parent\" data-id=\"e738ba7\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-77c5c9a page-breadcrumb e-flex e-con-boxed e-con e-child\" data-id=\"77c5c9a\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-49f5faa elementor-widget elementor-widget-ld_breadcrumb\" data-id=\"49f5faa\" data-element_type=\"widget\" data-widget_type=\"ld_breadcrumb.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"lqd-breadcrumb-wrapper\"><nav role=\"navigation\" aria-label=\"Breadcrumbs\" class=\"breadcrumbs\"><ol class=\"breadcrumb reset-ul inline-nav inline-ul comma-sep-li\"><li class=\"breadcrumb-item active\"><a href=\"https:\/\/www.mydigital.gov.my\/bm\" rel=\"home\"><span>Laman Utama<\/span><\/a><\/li><\/ol><\/nav><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-271445b e-flex e-con-boxed e-con e-parent\" data-id=\"271445b\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-0ebec2c e-con-full e-flex e-con e-child\" data-id=\"0ebec2c\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-032d559 elementor-widget elementor-widget-hub_fancy_heading\" data-id=\"032d559\" data-element_type=\"widget\" data-widget_type=\"hub_fancy_heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n\t\t<div id=\"ld-fancy-heading-69f18e6f6db57\" class=\"ld-fancy-heading pos-rel\">\n\t\t\t<h4 class=\"ld-fh-element d-inline-block pos-rel  elementor-heading-title lqd-highlight-classic lqd-highlight-grow-left h4\"  > <b>Procurement Notice<\/b>  \n<\/h4>\t\t<\/div>\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-976e8d0 elementor-widget elementor-widget-hub_fancy_heading\" data-id=\"976e8d0\" data-element_type=\"widget\" data-widget_type=\"hub_fancy_heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n\t\t<div id=\"ld-fancy-heading-69f18e6f6e0e7\" class=\"ld-fancy-heading pos-rel\">\n\t\t\t<h4 class=\"ld-fh-element d-inline-block pos-rel  elementor-heading-title lqd-highlight-classic lqd-highlight-grow-left h4\"  > <b>REQUEST FOR QUOTATION (RFQ): <br>  DOCUMENT FOR\nOMNI-CHANNEL HELPDESK SUPPORT FOR GOVERNMENT SERVICES APP\n <\/b><\/h4>\t\t<\/div>\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fc6dbb5 e-flex e-con-boxed e-con e-parent\" data-id=\"fc6dbb5\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-5109325 e-con-full e-flex e-con e-child\" data-id=\"5109325\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-093f701 e-flex e-con-boxed e-con e-child\" data-id=\"093f701\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2a7e3f9 elementor-widget elementor-widget-text-editor\" data-id=\"2a7e3f9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Objective<\/strong><\/p><p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b7742a0 elementor-widget elementor-widget-text-editor\" data-id=\"b7742a0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Scope of Work<\/strong><\/p><p><strong>A. Level 1 Support Services<\/strong><\/p><table><tbody><tr><td>i. Receive and log customer inquiries across channels (email, chat, social media, etc.).<\/td><\/tr><tr><td>ii.\u00a0Conduct initial troubleshooting based on SOPs and knowledge base articles.<\/td><\/tr><tr><td>iii. Provide general app and service-related information.<\/td><\/tr><tr><td>iv. Escalate complex or unresolved issues to Level 2 or relevant departments.<\/td><\/tr><tr><td>v.\u00a0Conduct ticket follow-up to ensure issue resolution and user satisfaction.<\/td><\/tr><tr><td>vi. Monitor and report on app store user reviews.<\/td><\/tr><\/tbody><\/table><p><strong><br \/>B.Level 2 Support Services (Observability Stack<\/strong><\/p><table><tbody><tr><td>i. Monitor application and system logs using Elastic Stack tools (Filebeat, Logstash, Elasticsearch, Kibana) or equivalent.<\/td><\/tr><tr><td>ii. Configure dashboards for real-time performance monitoring and alerting.<\/td><\/tr><tr><td>iii. Schedule automated alerts and incident notifications to DevOps or escalation channels.<\/td><\/tr><tr><td>iv. Report technical findings and performance issues to the relevant teams.<\/td><\/tr><\/tbody><\/table>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c4ae1f elementor-widget elementor-widget-text-editor\" data-id=\"4c4ae1f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Operation Hours<br \/><\/strong><br \/>The vendor is required to provide detailed information on the proposed operation hours, including daily and weekly schedules.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f0905f0 elementor-widget elementor-widget-text-editor\" data-id=\"f0905f0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Resource Requirements<\/strong><\/p><p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21b81fe elementor-widget elementor-widget-text-editor\" data-id=\"21b81fe\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Implementation Timeline<br \/><\/strong><br \/>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-03a4d21 elementor-widget elementor-widget-text-editor\" data-id=\"03a4d21\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Duration<br \/><\/strong><br \/>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f46b9c elementor-widget elementor-widget-text-editor\" data-id=\"9f46b9c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Submission<\/strong>\u00a0<\/p><p>The quotation must be submitted to <a href=\"mailto:admin@mydigital.gov.my\">admin@mydigital.gov.my<\/a>\u00a0<strong>no later than 12.00 pm on Tuesday, 5 August 2025.<\/strong> \u00a0<\/p><p>Any inquiries, kindly contact:<br \/><strong>Puan Afiqah Izzati Aris<\/strong> at<strong><a href=\"mailto:afiqa.aris@mydigital.gov.my\"> afiqa.aris@mydigital.gov.my<\/a><\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b751ea9 e-flex e-con-boxed e-con e-parent\" data-id=\"b751ea9\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-595d573 elementor-align-center elementor-widget elementor-widget-ld_button\" data-id=\"595d573\" data-element_type=\"widget\" data-widget_type=\"ld_button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.mydigital.gov.my\/bm\/announcement\/\"class=\"elementor-button btn btn-solid btn-icon-left btn-has-label\"\t\t\t>\n\t\t\t\t\t\t\t\t\t<span data-text=\"Go to Announcement\" class=\"btn-txt\">\n\t\t\t\t\t\tGo to Announcement\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"btn-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-angle-double-left\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>REQUEST FOR QUOTATION (RFQ): DOCUMENT FOR OMNI-CHANNEL HELPDESK SUPPORT FOR GOVERNMENT SERVICES APP Home 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 [&hellip;]<\/p>","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[31],"tags":[33],"class_list":["post-17765","post","type-post","status-publish","format-standard","hentry","category-announcement-2025","tag-closed"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.3 - 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