TERMS OF REFERENCE
Provision of a Tele-Rehabilitation Platform and Technical Support for Pilot Implementation
Overview
The International Center (formerly known as Vietnam Veterans of America Foundation -VVAF) is a humanitarian organization that has addressed the consequences of war through advocacy and service programs in Vietnam for the last three decades. As a co-founder of the International Campaign to Ban Landmines, IC-VVAF was awarded the Nobel Peace Prize in 1997. The International Center (IC) now focuses on disability support, landmine removal, and mental health programs.
Under the financial support of the United States Government for the Program of Enhancing the Quality of Life of Persons with Disabilities in heavily sprayed with Agent Orange provinces (Inclusion 2b), as a sub-implementing partner, IC is responsible for implementing the Objective One of the project which is to expand the rehabilitation services to contribute to the Goal that to improve the quality of life of persons with disabilities in provinces heavily sprayed with Agent Orange, namely Gia Lai and Quang Ngai.
The project plans to assist the Quy Nhon Traditional Medicines and Rehabilitation Hospital in Gia Lai to enhance its rehabilitation services through the integration of remote (tele-rehabilitation) modalities. This initiative aims to improve communication between health staff and patients/caregivers, remote follow-up, documentation of rehabilitation support, monitoring of patient engagement, and timely technical coordination during the pilot period.
This assignment does not involve the development of a new software platform. IC is seeking a qualified firm to provide a ready-to-use tele-rehabilitation platform that can be deployed for pilot implementation, configure the platform for practical use, train health facility staff and relevant users, and provide technical support and troubleshooting throughout the pilot period.
Clinical decision-making, rehabilitation procedures, patient eligibility criteria, professional rehabilitation guidance, and facility-level service delivery arrangements will remain the responsibility of the health facility, with technical inputs from IC and relevant rehabilitation experts where applicable.
1. DUTY STATION
- Duty Station: Hanoi and Gia Lai province.
2. SCOPE OF WORK
The selected firm will work closely with IC, the selected health facility, and relevant stakeholders to perform the following tasks.
- Provide a Ready-to-use Tele-Rehabilitation Platform: The firm will provide an existing software/platform that can be used for tele-rehabilitation pilot implementation. The platform should be suitable for practical use by health facility staff and patients/caregivers, and should require no major software development before pilot deployment.
- Assess ICT Readiness and Recommend Technical Arrangements for Pilot Implementation: This review should cover internet connectivity, available devices, basic IT support capacity, and the computer/software-use capacity of intended users. The firm will recommend practical and cost-effective technical arrangements required for smooth pilot implementation, such as minimum hardware and connectivity requirements, user account setup, access arrangements, data backup considerations, and basic troubleshooting/support mechanisms based on this review, This assessment will focus only on technical and ICT readiness. It will not include clinical assessment of rehabilitation services or the development of professional rehabilitation procedures.
- Orient IC and the Health Facility on Platform Functions: The firm will provide an orientation session for IC and selected facility focal points to explain the platform’s key functions, user flow, technical requirements, data access arrangements, privacy features, and support mechanism during the pilot.
- Train Health Facility Staff and Relevant Users: The firm will design and deliver practical training for health facility staff and relevant users on how to use the platform during the pilot.
- Develop User Guidance Materials: The firm will develop simple and practical user guidance materials for the platform. The guidance materials should be clear, user-friendly, and suitable for users with different levels of digital literacy
- Provide Technical Support and Troubleshooting During Pilot Implementation: The firm will provide technical support throughout the pilot implementation period with a clear technical support mechanism, including communication channels, support hours, expected response time, and escalation process for unresolved issues.
- Provide Platform Usage Data and Technical Monitoring Information: During the pilot period, the firm will provide basic platform usage data and technical monitoring information to IC and the facility, subject to data protection and privacy requirements.
3. DELIVERABLES AND TIMEFRAME
Relevant deliverables and timeframes are outlined below
|
No. |
Deliverable |
Description |
Timeline 2026 |
|
1 |
Platform Technical Description and Deployment Plan |
Description of the ready-to-use platform, key functions, technical requirements, ICT readiness findings, recommended technical arrangements, configuration plan, implementation timeline, and technical support mechanism |
May |
|
2 |
Configured Platform for Pilot Use |
Platform configured for the selected facility, including user accounts, access rights, patient registration, communication, documentation, and basic reporting functions |
May |
|
3 |
Platform Orientation Session |
Orientation session for IC and facility focal points on platform functions, user flow, data access, privacy features, technical requirements, and support arrangements |
June |
|
4 |
Training Materials and User Guidance Package |
User manuals, quick guides, step-by-step instructions, FAQs, and basic troubleshooting guidance for health staff and relevant users |
June |
|
5 |
Training Completion Report |
Report on training delivered, including training agenda, participant list, topics covered, user feedback, and recommendations for further support |
June |
|
6 |
Technical Support Log |
Periodic log documenting technical issues raised, actions taken, resolution status, pending issues, and recommendations during pilot implementation |
Throughout pilot period |
|
7 |
Platform Usage Summary |
Basic usage data and technical monitoring summary, including number of users, patients registered, platform interactions, technical issues, and user feedback |
October and December |
|
8 |
Final Technical Report and Handover Package |
Final report summarizing platform deployment, training, technical support, troubleshooting, usage data, lessons learned, and recommendations for continued use or scale-up |
End of assignment |
4. SUPERVISION AND PERFORMANCE EVALUATION
The selected firm will work under the direct supervision of IC’s Project Chief or assigned project focal point. The firm will coordinate closely with the selected health facility and other relevant stakeholders as requested by IC.
5. SPECIFIC REQUIREMENTS:
The selected firm should demonstrate the following qualifications and experience:
- Legal registration as a company, firm, or organization providing software, digital health, telehealth, health technology, or related technical services.
- Proven experience in providing ready-to-use software platforms or digital solutions for health, rehabilitation, telehealth, case management, patient follow-up, or related services.
- Availability of an existing platform that can be deployed for pilot implementation without major new development.
- Experience in configuring software platforms for institutional or health facility use.
- Experience in training users with different levels of digital literacy.
- Capacity to provide timely technical support and troubleshooting during implementation.
- Understanding of data privacy, user access management, and responsible handling of patient-related information.
- Experience working with hospitals, health facilities, development projects, or public-sector partners in Vietnam is an advantage.
- Ability to provide documentation, user manuals, and technical reports in Vietnamese and/or English as required by IC.
6. EVALUATION CRITERIA:
Consultants are selected based on:
- Suitability and readiness of the proposed platform for immediate pilot implementation
- Relevant experience in software/platform provision, telehealth, digital health, or health-related technology
- Quality and practicality of the proposed deployment, training, and technical support approach
- Capacity of the proposed team
- Financial proposal: reasonable and relevant to expertise.
7. APPLICATION REQUIREMENTS:
Individual(s)/firms interested in this mission are invited to submit your applications in English, either by email (to [email protected]) or by post (to The International Center, R.103-203, B3 Building, Van Phuc Diplomatic Compound, 298 Kim Ma, Ngoc Ha Ward, Hanoi, Vietnam).
Please state “Application for the <position>” in the subject line or on the envelope. The short-listed candidates will be contacted.
Applications should include:
- Expression of Interest;
- Brief on the ready to use tele-rehabilitation platform
- CVs demonstrating relevant capacity and experience
Deadline for submission: 14th May 2026
For further information, please contact:
Ms. Hua Thi Thu Len – Receptionist
Tel: (84-24) 3733 9444, ext.: 9
Email: [email protected]