TERMS OF REFERENCE FOR ESTABLISHING TOLL-FREE HOTLINE AND INTERACTIVE VOICE RESPONSE (IVR) SYSTEM

Job Description

Job description
WORLD VISION SOMALIA-TERMS OF REFERENCE FOR ESTABLISHING

TOLL-FREE HOTLINE AND INTERACTIVE VOICE RESPONSE (IVR) SYSTEM

Introduction

World Vision Somalia is committed to safeguarding and promoting accountability to people affected by the humanitarian crisis as enshrined in the Humanitarian Accountability Partnerships (HAP) Standards. As humanitarian and child-focused organisation, WVS recognises and upholds the critical pillars of program accountability ranging from information provision, community participation, community consultation and feedback and response mechanisms in all our programming with focus on needs, concerns, capabilities and disposition of those we seek to serve and work with.

Over the years, World Vision has continued to grapple with the challenges of documenting, tracking and increasing timely access to community feedback and complaints. There is the absence of an integrated system for recording beneficiary feedback/complaints, tracking their implementation status and provide a dynamic dashboard and reports to inform management action. This is mainly because the previous system ‘built on speed evidence’ through Somalia Resilience Programme (SomRep) crashed and the developer (Amos Donbros) indicated the system could not be reinstated. An alternative excel based feedback tracker designed to be updated on a weekly and monthly basis across all the project locations has continued to increase but there is no system to centrally store and track these issues. In addition, the voice call help numbers that are currently used across all the three regions of Somaliland, Puntland and South West and Jubaland States are not free of charge. Beneficiaries are charged for each call they make and this discourages those who would want to provide their feedback/complaints to World Vision but cannot afford.

In order to address the above challenges, World Vision adopted Community Response Map (CRM)-a platform designed by International Organisation for Migration (IOM) to enhance community engagement and two-way communication between World Vision and communities. The CRM platform facilitates online recording, tracking, compilation and visual mapping of feedback or complaints received from community members. Additionally, in order to strengthen community feedback and response system, World Vision is desirous to setup toll-free hotline and interactive voice response system to capture and record feedback from the communities, children and partners about our activities.

Objective

The main objective of this assignment is to set-up toll-free hotline and an interactive voice response system to empower communities to provide their feedback/complaints about World Vision activities. This shall be achieved through the adoption of a toll-free line, toll free shortcode and interactive voice response system that can be used by the community, children and partners across the different networks of Telesom, Golis and Hormud.

Description of the services

A three-digit shortcode will be set up and matched across Telesom (Somaliland), Golis (Puntland) and Hormud (South West and Jubaland States). Therefore, the same shortcode will be used by communities, children and partners across all the four World Vision operational areas. The table below provides a summary of services that will be provided:

Skills and qualifications
The Consultant will be responsible for the following:

• The Consultant will be required to provide a detailed description of the approaches and budget for undertaking this assignment.

• Develop the inception report and have the protocol presented to World Vision Somalia for their approval.

• Develop the work schedule in consultation with WVS team

• Facilitate the training of WVS staff on the system established.

• Provide continued guidance throughout the use of the system.

Experience of the Consultant

The Consultant/Company must have a demonstrated background in setting up a Toll-free hotline and Interactive Voice Response (IVR) system to capture and record feedback.

The Consultant/Company must have a demonstrated experience in working with Mobile Aggregator Company for SMS and IVR connected to all the Telecom companies in Somalia.

Application Process and Requirements

Qualified and interested parties are asked to submit the following;

 Letter of interest in submission of a proposal

 A detailed technical proposal clearly demonstrating a thorough understanding of this ToR and including but not limited to the following;

o Consultant/Company Profile

o Description of the Methodology

o Demonstrated previous and excellent experience in setting up a Toll-free hotline and Interactive Voice Response (IVR) systems

o Proposed data management plan (collection, processing, and analysis).

o Proposed timeframe detailing activities and a work plan.

o Team composition and level of effort of each proposed team member (include CVs of each team member).

o At least three IVR contracts as a service provider should be provided as proof of technical competency and experience

o The Company profile

 A financial proposal with a detailed breakdown of costs for the study quoted in United States dollars.

Proposal Evaluation Criteria

1. Mandatory Requirements

• Provide a certified copy of business registration(company/organization)

• Provide a certified copy of the tax registration

• Provide information on ownership structure – the name of directors/owners of the company(company/organization)

• Successful bidders will be required to sign the World Vision Supplier Code of Conduct form

2. Technical Evaluation

2.1 Qualifications

The consultant must have proven expertise and experience in providing customized data analysis training Computer Sciences. Proof of these is to be provided by submitting, together with the application:

• An overview of relevant works

• Working samples

• Contact details for references

• The proposed consultant’s/research team’s CVs

2.2 Requirements in detail:

1. Preliminary evaluation to determine eligibility (as described above) and administrative compliance of this Invitation to Bid.

2. Evidence of experience in this field (number of years in service and clients served)

3. Organizational governance and management structure, staff members and staff to be assigned to this project with their qualification and experience.

4. Statement of firm’s independence in executing its mandate without influence from internal and external parties, political, social, commercial etc.

5. Proposed budget, applicable taxes and any reimbursable costs to carry out the exercise. 6. Applicable commercial terms to the proposal submitted.

Proposals that do not meet the eligibility criteria (1) above shall be eliminated and shall not be considered for subsequent stages of the evaluation

3. Financial Evaluation

Provide financial proposal that includes

i. A detailed breakdown of costs associated with the delivery of the LMA exercise including Logistics Cost

ii. Credit Terms

iii. Payment Terms

How to apply
Interested qualified consultancy firms are encouraged to submit their proposal with the below documents in English and by email to somo_supplychain@wvi.org on or before 30th December 2024.

Proposals should be submitted in three distinct/separate attachments, namely

1. Mandatory Requirements

2. Technical Proposal

3. Financial Proposal

NB (Bidders who will combine the three documents shall be disqualified).Bids received after the deadline shall not be considered.

Email title should be; Technical and Financial Proposal For Toll-free Hotline and Interactive Voice Response (IVR) System

“World Vision reserves the right to accept or reject any Bid and is not bound to give reasons for its decision”

For inquiries and questions, kindly send an email to Somalia_Procurement@wvi.org