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RFP-2026-EA-007: Terms of Reference 010 for Cleaning and Related Facilities Services

  • Doctors Without Borders / Médecins Sans Frontières (MSF), Nairobi, Kenya, People and Culture Department is inviting bids for TOR-010: Cleaning and Related Facilities Services.
  • Duration: Two years, renewable subject to written agreement, satisfactory performance, budget availability and applicable approvals. Renewal is not automatic. Performance shall be reviewed annually, and MSF reserves the right to require corrective action where service levels are not achieved.
  • Service covers MSF HQ premises in Nairobi. Routine office cleaning, kitchen and pantry management, sanitary services, waste management, pest control and fumigation, indoor plant care and other related cleaning activities.

Introduction and Overview

  • Procuring entity: Doctors Without Borders / Médecins Sans Frontières (MSF), Nairobi, Kenya.
  • Requesting unit: People and Culture Department, with Facilities support for site operations.
  • Service: Cleaning and Related Facilities Services.
  • Background: MSF requires professional office cleaning and related facilities support services to maintain a clean, hygienic, safe and welcoming working environment for staff, visitors and other users of its premises.
  • Scope in brief: Routine office cleaning, kitchen and pantry management, sanitary services, waste management, pest control and fumigation, indoor plant care and other related cleaning activities as specified in these Terms of Reference.
  • Delivery standard: The service provider shall ensure that all services are delivered consistently and to the required quality standards, with due consideration to MSF operational requirements, health and safety standards, confidentiality and environmental practices.
  • EDI and safeguarding: EDI and safeguarding considerations shall be integrated throughout service delivery, recognising cleaning personnel as associated personnel who must be treated with dignity and respect and who are also expected to uphold MSF standards of conduct, non discrimination, confidentiality and protection from harm.

Purpose and Objectives

  • Provide reliable, professional and high quality cleaning and hygiene services across MSF premises.
  • Maintain a clean, safe, hygienic and comfortable working environment for staff and visitors.
  • Ensure cleaning services are delivered in accordance with MSF standards, agreed service levels, and applicable health, safety and environmental requirements.
  • Ensure the availability of adequately trained, supervised and properly equipped cleaning personnel.
  • Promote effective waste management, hygiene and safe handling of cleaning materials and chemicals.
  • Provide timely and responsive support for routine, periodic and ad hoc cleaning requirements.
  • Establish effective quality control, monitoring and reporting mechanisms to maintain consistent service standards.
  • Ensure an inclusive, respectful and safeguarding informed working environment for cleaning personnel, MSF staff, visitors and other persons using the premises, including accessible reporting pathways and protection from retaliation.
  • Ensure that cleaning personnel receive a role specific induction and periodic refresher briefings on their duties, workplace rights, expected conduct, safeguarding responsibilities, confidentiality, health and safety, and how to raise concerns.
  • Emphasise gender balance and people living with disability for cleaning staff composition.

Scope, Lots and Eligibility

  • Scope: Single service lot covering MSF HQ premises in Nairobi. No separate lots are listed in this TOR. All services below form one integrated cleaning and facilities scope.
  • Eligibility: Open to bidders who can provide adequate, competent and appropriately trained personnel, supervision, equipment, materials and consumables, and who can meet HSE, EDI, safeguarding, confidentiality and reporting requirements in this TOR.
  • Service areas: Daily office cleaning and maintenance. Kitchen and staff pantry management. Sanitary and washroom services. Waste management. Weekly cleaning services. Periodic and quarterly general cleaning. Fumigation and pest control. Indoor plant care and maintenance. Cleaning materials, equipment and consumables.
  • Access and privacy: Cleaning personnel shall exercise care around office equipment, documents and personal belongings and shall not move confidential documents or equipment without authorisation. Cleaning personnel shall respect privacy, dignity and personal boundaries at all times, including when cleaning occupied offices, washrooms, wellness or lactation spaces, prayer spaces and other areas requiring heightened sensitivity. Cleaning schedules and access arrangements should, where reasonably possible, minimise discomfort and ensure that users can request privacy or temporary access adjustments.

Required Services

  • Daily office cleaning and maintenance: Cleaning of all offices, workstations and meeting rooms. Cleaning floors, desks, shelves, glass doors, windows and other accessible surfaces. Sweeping and damp mopping of office floors. Dusting and wiping of doors, windowsills, skirting, trunking and other surfaces. Dusting of desks, chairs, shelves, printers and other office furniture and equipment surfaces. Spot cleaning of walls, light switches, furniture and fixtures. Removal of fingerprints, stains, spills and visible marks. Emptying of wastepaper bins, recycling bins and shredder trays and disposal at designated collection points. Cleaning and maintaining reception, common areas and washrooms. Ensuring furniture in offices, meeting rooms and reception areas is appropriately arranged after cleaning. Removal of cobwebs and visible dust as required. Cleaning of internal glass partitions and doors. Cleaning of corridors, stairways and other common areas. General housekeeping to ensure that the office remains orderly throughout the working day.
  • Kitchen and staff pantry management: Cleaning and maintaining staff kitchens and pantries. Clearing and collecting used cups, plates and other utensils. Washing and drying reusable cups, plates and utensils. Cleaning kitchen sinks, countertops, shelves, cabinets and accessible surfaces. Cleaning kitchen appliances externally and internally where appropriate and safe to do so. Maintaining kitchen and pantry areas in a clean and orderly condition throughout the working day. Cleaning and disinfecting high touch surfaces. Monitoring and reporting damaged or malfunctioning kitchen fixtures and equipment. Reporting on replenishing agreed kitchen consumables where included in the contract.
  • Sanitary and washroom services: Clean and disinfect all toilets, urinals, washbasins and sanitary areas. Maintain washrooms in a clean and hygienic condition throughout the day. Clean mirrors, partitions, doors, fittings and other washroom surfaces. Replenish toilet paper, handwashing supplies, soap and other agreed sanitary consumables. Empty sanitary and general waste bins appropriately. Conduct periodic deep cleaning and descaling of washrooms, urinals, handwash basins and tiles. Immediately attend to spillages, blockages, unpleasant odours or other hygiene concerns reported during working hours. Maintain appropriate hygiene standards in accordance with MSF requirements. Maintain sanitary facilities in a manner that supports dignity, privacy and accessibility for all users, including prompt reporting of barriers, damaged locks, inaccessible fixtures or shortages of agreed menstrual hygiene and sanitary supplies. Cleaning personnel shall not remove, disclose or comment on personal health, hygiene or disability related items encountered during service delivery.
  • Waste management: Collect waste from designated office areas. Empty wastepaper, recycling and shredder bins. Segregate waste in accordance with MSF waste management requirements. Transport waste to designated collection points. Ensure waste areas remain clean and hygienic. Report any waste management concerns to the designated MSF Facilities representative. Ensure confidential and shredded waste is handled in accordance with MSF procedures and without unauthorised access.
  • Weekly cleaning services: Cleaning and polishing of internal windows and glass surfaces. Cleaning of high surfaces including cupboards and shelves. Scrubbing of ceramic floors and corridors. Removal of cobwebs and high level dusting. Descaling of washrooms, urinals, handwash basins and washroom tiles. Scrubbing and cleaning of waste bins. Detailed cleaning of areas not covered under the daily routine. Cleaning of other areas identified by MSF Facilities during routine inspections.
  • Periodic and quarterly general cleaning: Polishing and machine buffing of PVC and vinyl floors where applicable. Machine scrubbing of ceramic floors. Vacuuming and shampooing of carpeted surfaces. Machine scrubbing and buffing of ceramic floors to remove grime, dust and stains. Cleaning and polishing of windows, mirrors and glass partitions where applicable. Spot cleaning of stains, spills, fingerprints and marks on walls, light switches, furniture and fixtures. Hand scrubbing, shining and de staining of surfaces where required. Vacuuming office furniture and upholstery to remove fine dust. High level dusting and cleaning of areas that cannot be adequately addressed through routine cleaning. Deep cleaning of kitchen and pantry and washroom areas. The exact frequency of deep cleaning shall be agreed with MSF Facilities and may be adjusted depending on occupancy, usage and operational requirements.
  • Fumigation and pest control: Routine inspection for signs of pests. Preventive pest control measures. Fumigation and treatment of identified areas. Treatment of common office pests as required. Provision of appropriate treatment reports. Use of approved and appropriately handled chemicals. Prior notification to MSF before any chemical treatment. Compliance with applicable health, safety and environmental requirements. All pest control activities shall be undertaken in a manner that does not expose staff, visitors, equipment or the environment to unnecessary risk. The exact frequency of fumigation and pest control shall be agreed with MSF Facilities and may be adjusted depending on occupancy, usage and operational requirements.
  • Indoor plant care and maintenance: Water indoor plants at appropriate intervals. Maintain the general appearance of indoor plants and planters. Clean plant containers and surrounding areas. Prune and maintain plants as required. Report unhealthy, damaged or dying plants. Remove dry and dead leaves. Pest and disease control as directed by MSF.

Technical, Materials and Quality Standards

  • Materials, equipment and consumables: The service provider shall provide all necessary cleaning materials, tools and equipment required to deliver the services, unless specifically stated otherwise by MSF. List includes: cleaning chemicals and detergents. Disinfectants and sanitisers. Mops, buckets, brushes and cleaning cloths. Vacuum cleaners. Floor cleaning and polishing equipment. Window cleaning equipment. Protective equipment. Waste handling equipment. Other specialised cleaning equipment as required for the scope.
  • Chemical control: All chemicals shall be appropriately labelled, safely stored and handled by trained personnel. MSF may specify or approve certain cleaning products where required for compatibility, environmental, health or safety reasons.
  • Staffing standard: Adequate staffing levels to meet the agreed cleaning schedule. Trained and competent cleaning personnel. Appropriate uniforms, identification badges and access cards as provided by MSF. Appropriate PPE for all relevant activities. Staff are professionally presented and conduct themselves appropriately. A designated supervisor is available to coordinate the services. Staff are properly briefed on MSF workplace requirements, security procedures and confidentiality expectations. Staff replacements are provided promptly in case of absence, resignation or other unavailability. No unauthorised person is deployed to MSF premises.
  • Supervision and quality control: The service provider shall appoint a supervisor responsible for daily supervision of cleaning personnel. Ensuring completion of the agreed cleaning schedule. Conducting monthly quality inspections and walkthroughs by the cleaning management team. Addressing complaints and service deficiencies. Coordinating with the MSF People and Culture Department. Maintaining cleaning checklists and service records. Reporting incidents and operational concerns. Following up corrective actions. Conducting respectful supervision and periodic check ins with cleaning personnel, including opportunities to raise workload, welfare, accessibility, EDI, conduct or safeguarding concerns confidentially. Ensure complaints about cleaning personnel are assessed fairly, with the individual informed of the concern and given an opportunity to respond before corrective or disciplinary action is taken. The MSF People and Culture Department, with operational support from Facilities, conducts periodic inspections and may request corrective action where services do not meet the agreed standards.
  • Fair workforce standard: Recruitment, deployment, scheduling, supervision, access to training and allocation of duties shall be fair, transparent and non discriminatory. The provider shall take reasonable steps to prevent harassment, bullying, exploitation and abuse of power within its workforce. The provider shall make reasonable accommodation for personnel with disabilities, health conditions, pregnancy, religious observance or caregiving needs, where required and feasible, without compromising essential service or safety requirements. Cleaning personnel shall receive information, in a language and format they understand, on their employment terms, working hours, wages and benefits, leave, PPE, grievance channels, safeguarding reporting options and protection from retaliation. Personnel shall not be required to undertake personal errands or tasks outside the agreed scope, and must be able to refuse unsafe, discriminatory, degrading or inappropriate instructions without retaliation. The provider shall designate a trained supervisory focal point to receive welfare, EDI, conduct and safeguarding concerns and to coordinate referrals with the designated MSF representative.

Safety, Health, Environmental and Safeguarding Requirements

  • HSE compliance: The service provider shall comply with all applicable health, safety and environmental requirements. Provide appropriate PPE to its personnel. Ensure safe handling and storage of chemicals. Maintain appropriate Material Safety Data Sheets for applicable chemicals. Use warning signs during wet floor and hazardous cleaning activities. Ensure cleaning activities do not create unnecessary risks to staff or visitors. Report accidents, incidents, near misses and hazards immediately. Maintain appropriate emergency arrangements for its personnel. Dispose of waste and chemical containers appropriately. Comply with MSF workplace safety requirements and applicable Kenyan legislation.
  • Risk assessment: Conduct task and workplace risk assessments that consider differential risks, including pregnancy, disability, allergies or chemical sensitivities, lone working, early or late shifts, harassment risks and access to suitable PPE in appropriate sizes.
  • Harm reporting: Ensure that incidents involving harassment, discrimination, intimidation, retaliation, exploitation or other harm are reported through the appropriate confidential channel in addition to routine HSE reporting.
  • EDI and safeguarding approach: Integrate EDI and safeguarding requirements into the provider policies, supervision, training, workforce management and service delivery. Maintain and communicate policies prohibiting discrimination, harassment, bullying, exploitation, abuse of power, retaliation and other forms of abusive or inappropriate behaviour. Ensure all assigned personnel, and company, sign and acknowledge the applicable code of conduct, confidentiality commitments and safeguarding expectations before deployment. Notify MSF promptly of serious conduct or safeguarding concerns connected to the assignment, while respecting confidentiality, consent and need to know information sharing requirements. Cooperate with authorised reviews or investigations and implement agreed protective, corrective or disciplinary measures, without interfering with or retaliating against any person who raises or supports a concern. Monitor subcontractors and replacement personnel against the same EDI, safeguarding, conduct, confidentiality and safety standards.
  • Briefing requirement: Before deployment, and whenever personnel are replaced, the service provider and MSF shall ensure that cleaning personnel receive a joint, role specific briefing in a language and format they understand. The briefing shall be documented and shall cover at least: role and scope, assigned tasks, work locations, schedules, supervision lines, authorised access, prohibited tasks and the right to seek clarification before acting. Expected conduct, respectful and non discriminatory behaviour, professional boundaries, prohibition of harassment, bullying, exploitation, abuse of power, retaliation and other inappropriate behaviour. Rights at work, dignity and respect, fair treatment, safe working conditions, appropriate PPE, agreed rest periods and facilities, reasonable accommodation where applicable, and freedom to raise concerns without retaliation. Safeguarding responsibilities, duty to avoid causing harm, recognise and report concerns, respond appropriately to a disclosure without investigating it, preserve confidentiality and avoid case interference. Confidentiality and privacy, handling of documents, personal information, conversations, devices, waste and restricted areas on a strict need to know and non disclosure basis. Safety and wellbeing, chemical handling, safe equipment use, emergency procedures, lone working or after hours arrangements, and the right to stop and report unsafe work. Reporting and support, accessible and confidential channels available through both the service provider and MSF, including how to report concerns involving either organisation and how urgent risks are escalated. Accountability, consequences for breaches, fair process for responding to allegations, non retaliation expectations and cooperation with authorised reviews or investigations. The provider shall maintain signed attendance or acknowledgement records for induction and refresher briefings and provide confirmation to MSF. The content shall be refreshed at least annually and whenever relevant policies, reporting channels, risks or workplace arrangements change.

Confidentiality and Data Protection

  • Strict confidentiality: Personnel maintain strict confidentiality. Documents, files, equipment or personal belongings are not accessed, moved or interfered with without authorisation. Lost property is immediately handed over to the designated MSF representative. Access to restricted areas is only undertaken with authorisation. Cleaning personnel comply with MSF security and access control procedures. Any suspected security or confidentiality incident is immediately reported.
  • Privacy in service delivery: Cleaning personnel shall not remove, disclose or comment on personal health, hygiene or disability related items encountered during service delivery. Confidential and shredded waste is handled in accordance with MSF procedures and without unauthorised access.
  • Reporting confidentiality: Monthly reporting shall include an anonymised summary of EDI, welfare, conduct or safeguarding concerns raised, referrals made and corrective actions taken, without including identifiable or case sensitive information. The provider shall maintain capacity to provide anonymised assurance on induction, incidents, referrals and corrective actions while maintaining confidentiality and data protection.
  • MSF responsibilities on reporting: MSF shall provide the service provider with relevant MSF workplace conduct, EDI, safeguarding, confidentiality, security and reporting requirements, including updated focal point and reporting channel information. MSF shall include cleaning personnel, where relevant, in workplace inductions and safety, safeguarding or respectful conduct briefings, and ensure they can access reporting channels without needing to report first through the service provider. MSF shall address concerns involving MSF personnel or premises promptly, confidentially and without retaliation, in coordination with the responsible MSF functions.

Minimum Qualification Requirements

  • Technical evaluation considerations: 1. Company experience in provision of cleaning services. 2. Technical capacity and relevant experience. 3. Proposed methodology and work plan. 4. Staffing and supervision structure. 5. Cleaning equipment and materials. 6. HSE and environmental management approach. 7. Quality assurance and inspection methodology. 8. Reporting and performance management approach. 9. References and past performance. 10. Financial competitiveness and value for money.
  • Staffing evidence: Adequate staffing levels, trained and competent personnel, uniforms, identification, PPE, designated supervisor, briefing on MSF workplace, security and confidentiality, prompt replacements, no unauthorised deployment.
  • EDI and safeguarding evidence: EDI and safeguarding approach, including provider policies, staff briefing plan, accessible reporting channels, non retaliation measures and management of workforce risks. Evidence of fair and safe employment practices, including training, supervision, worker welfare, reasonable accommodation and procedures for responding to conduct concerns. Capacity to provide anonymised assurance on induction, incidents, referrals and corrective actions while maintaining confidentiality and data protection.
  • Provider responsibilities: Fully responsible for providing sufficient competent personnel. Providing cleaning equipment, tools and materials within the agreed scope. Supervision and quality control. Compliance with HSE requirements. Staff discipline and conduct. Staff attendance and replacement. Proper handling of cleaning chemicals. Maintaining service records. Timely correction of deficiencies. Meeting agreed KPIs and service levels.

Framework Agreement and Booking Mechanism

  • Contract: Initial duration 2 years. May be renewed subject to satisfactory performance, budget availability, mutual written agreement and applicable MSF procurement and contractual approvals. Renewal is not automatic.
  • MSF responsibilities: The MSF People and Culture Department, with Facilities support for site operations, shall provide reasonable access to the premises. Communicate relevant operational requirements. Coordinate access to restricted areas where required. Conduct service inspections and performance reviews. Provide feedback on service quality. Approve agreed cleaning schedules and service standards. Escalate significant performance or contractual issues to the service provider. Provide relevant MSF workplace conduct, EDI, safeguarding, confidentiality, security and reporting requirements, including updated focal point and reporting channel information. Include cleaning personnel, where relevant, in workplace inductions and safety, safeguarding or respectful conduct briefings. Address concerns involving MSF personnel or premises promptly, confidentially and without retaliation.
  • Commercial basis: Rates must cover the costs of staff, supervision, tools, PPE, transport and standard consumables where specified by the underlying TOR. Identify exceptions explicitly. Routine work, emergency attendance, labour, replacement materials and optional services must be distinguished to prevent duplicate charging. Quantities and annual comparison basis will be specified in the invitation to tender or bill of quantities. All bidders shall quote against the same assumptions. Unit prices alone do not establish the lowest overall cost.
  • Commercial and implementation information to state: Rate validity period and price adjustment mechanism if proposed. Service commencement lead time and mobilisation requirements. Normal working hours, emergency response coverage and overtime rates. Payment terms, any advance payment requirement, invoicing frequency. Insurance and statutory compliance documentation applicable to the service. Exclusions, subcontracted elements, travel expenses and minimum charges.
  • Pricing instructions: Quote all applicable lines using a single currency, KES unless the invitation specifies otherwise. State VAT separately, other statutory charges and the final tax inclusive amount. Indicate included or not applicable where appropriate. Do not leave fields blank. Describe any exclusions or minimum charges.

Deliverables, Reporting and Acceptance

msf.or.ke
  • Daily reporting: Cleaning checklist. Attendance record. Identification of outstanding cleaning issues. Incident reporting where applicable.
  • Monthly reporting: Monthly cleaning service report. Attendance and staffing report. Cleaning inspection results. Complaints and corrective action report. Materials and consumables status. Pest control and fumigation activities undertaken. Equipment condition and maintenance issues. Recommendations for improvement. Anonymised summary of EDI, welfare, conduct or safeguarding concerns raised, referrals made and corrective actions taken, without including identifiable or case sensitive information. Confirmation of induction and refresher briefings completed, including attendance and topics covered.
  • Quarterly reporting: Performance review against agreed KPIs. Trend analysis of complaints and recurring issues. Deep cleaning completion report. Recommendations for service improvement. Review of recurring barriers or risks affecting inclusion, dignity, accessibility, respectful conduct or staff safety, with agreed improvement actions and responsible persons.
  • Review and acceptance: The MSF People and Culture Department, with operational support from Facilities, conducts periodic inspections and may request corrective action where services do not meet the agreed standards. Performance shall be reviewed annually. MSF reserves the right to require corrective action where service levels are not achieved.
  • Technical evaluation, 80 marks total: 1. Company experience in provision of cleaning services, 10 marks. 2. Technical capacity and relevant experience, 10 marks. 3. Proposed methodology and work plan, 10 marks. 4. Staffing and supervision structure, 10 marks. 5. Cleaning equipment, materials and consumables, 10 marks. 6. HSE and environmental management approach, 10 marks. 7. Quality assurance and inspection methodology, 10 marks. 8. Reporting and performance management approach, 5 marks. 9. References and past performance, 5 marks. Total technical score, 80 marks. Financial competitiveness and value for money is listed as a separate tenth consideration for overall assessment.
  • Financial assessment, Annex A, standard pricing schedule: Quantities shown are indicative for comparative evaluation. Quantities and any applicable optional items will be confirmed in the invitation to tender. Indicative quantities do not constitute guaranteed purchase volumes. 1. Core daily cleaning staffing, person per month, estimated qty 5, bidder to quote. 2. Supervisor and site manager, person per month, estimated qty 1, bidder to quote. 3. Replacement cleaner and additional shift, person per day, estimated qty 2, bidder to quote. 4. Routine cleaning materials and equipment, month, to be agreed, bidder to quote. 5. Sanitary consumables, each type itemised, item per month, to be agreed, bidder to quote. 6. Scheduled deep cleaning, service, to be agreed, bidder to quote. 7. Window and high level cleaning, service, to be agreed, bidder to quote. 8. Pest control and fumigation, visit, to be agreed, bidder to quote. 9. Indoor plant maintenance, month, to be agreed, bidder to quote. 10. Emergency and special cleaning, hour, as per need, bidder to quote. 11. Waste collection and disposal, daily, daily, bidder to quote. Then: Subtotal excluding VAT, bidder to complete. VAT, specify rate, bidder to complete. Any other taxes and charges, itemised, bidder to complete. Total inclusive of all taxes, bidder to complete. All lines: Bidder to quote. Bidders must state unit price excluding VAT and total excluding VAT.
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