REQUEST FOR EXPRESSIONS OF INTEREST

(CONSULTING SERVICES – FIRMS SELECTION)

Open National

Country: Zimbabwe

Project: Multi-Donor Trust Fund for Global Financing Facility Additional Financing V For Health Sector Development Support Project

Loan No./Credit No./ Grant No.: Loan No: P125229 Grant No: TF0B3156

Assignment Title: Service Provision for Integrated Voice Recording (IVR) System for the National Emergency Operating Center

Reference No.: ZW-CORDAID-266758-CS-CQS

Issued on: 25 April 2022

The Government of Zimbabwe has received financing from the World Bank toward the cost of the Service Provision for Integrated Voice Recording (IVR) System for the National Emergency Operating Center and intends to apply part of the proceeds for consulting services.

The consulting services (“the Services”) include Customization of a subscription free Call Centre package that includes software and hardware to manage the voice calls and real time data visualization of the call centre activities. The Voice CRM should link with real time call logs and call history. It should have the capacity to ticket calls as well as record calls that have failed to get through and have call closure mechanism (Feedback) recording.

Integrated Call Center Customer Relationship Management (CRM) with Interactive Voice Response (IVR)

The proposed solution will build on the Ministry of Health and Child Care’s 2019 Hotline to COVID -19 surveillance, information dissemination and grievance redress mechanism. It is aimed at promoting counselling and community-owned citizen engagement data collection mechanisms (citizen-generated data) through various platforms (SMS, phone calls or social media) to fill data gaps relevant to COVID 19 response. The project will use data visualizations from call logs.to effectively monitor the performance of the Call Center in attending to calls, recording calls, classifying calls and monitoring the closure of issues emanating from the calls.

Purpose of the Assignment

The purpose of this assignment is to customize CRM that will support the Ministry of Health and Child Care Call Centre with an automated IVR, call routing, recording and real time data capturing, monitoring, and reporting.

The consultancy will span for 75 days from deployment of the solution to full functional system based on the agreed deliverables. The firm must also provide support for up to 3 months in order to assist Call center administrators and support staff and bug fixes.

The detailed Terms of Reference (TOR) for the assignment can be found on the link below:

https://docs.google.com/document/d/1NwXvw3BbREKmUKsGR0fmsakzxSBANYei/edit?usp=sharing&ouid=102721930449710025452&rtpof=true&sd=true

OR

can also be found at the following website under opportunities: www.healthprojectzim.org

Cordaid Zimbabwe now invites eligible consulting firms (“Consultants”) to indicate their interest in providing the Services. Interested Consultants should provide information demonstrating that they have the required qualifications and relevant experience to perform the Services. The shortlisting criteria are:

Required Qualifications, Experience and Skills

1. Key personnel of the firm should have a bachelor’s degree in Computer Science, Information Systems or similar telecommunications specialty required.
2. The firm must demonstrate experience in development, installation, and technical support in operationalization of integrated CRM with IVR functionality and an advanced understanding of IVR technology and related telecommunications devices, networks, software, and systems.
3. Have the ability to adhere to applicable regulations, contract terms and condition.

Submission Requirement

1. Company profile
2. Sample of previous experience and products; (Demonstrated work in CRM)
3. Timeline of products delivery
4. Solution architecture
5. System features and functionalities.
6. Work plan approach, project development methodologies.
7. Company staffing and experience.

Key Experts will not be evaluated at the shortlisting stage.

The attention of interested Consultants is drawn to Section III, paragraphs, 3.14, 3.16, and 3.17 of the World Bank’s “Procurement Regulations for IPF Borrowers” July 2016 (“Procurement Regulations”), setting forth the World Bank’s policy on conflict of interest. 

Consultants may associate with other firms to enhance their qualifications but should indicate clearly whether the association is in the form of a joint venture and/or a sub-consultancy. In the case of a joint venture, all the partners in the joint venture shall be jointly and severally liable for the entire contract, if selected.

A Consultant will be selected in accordance with the Consultant Qualification Selection

method set out in the Procurement Regulations.

Further information can be obtained at the address below during office hours 0900 to 1700 hours.

Expressions of interest must be submitted in both hard and soft copy in person or by courier and by e-mail respectively to the addresses below by 25 May 2022 at 1700hrs.

Cordaid Zimbabwe

Attn: Procurement and Logistics Officer

15 Connaught Rd, Avondale

Harare, Zimbabwe

Tel: 263 (0) 772 161 806/7

E-mail: [email protected]