NCBA

REQUEST FOR PROPOSAL FOR AN INDEPENDENT

1. Invitation and Scope

COLLECTION AGENCY

NCBA BANK RWANDA PLC

NCBA BANK RWANDA PLC invites qualified independent debt collection agencies to submit proposals

2. Contact

For the purpose of this request for proposal, please channel all enquiries through below contacts:

Email: Procurement.Rwanda@ncbagroup.com

Tel: +250 788149500

Note: All enquiries should be made before 17th June 2024. at 6 PM CAT.

The submission deadline is 21st June 2024. at 6 PM CAT., a summarized financial (Pricing proposal) to be submitted at the head office 8th Floor Kigali height in a designated tender box at the reception.

The opening will be done on the same day 21st June 2024. at 6 PM CAT

3. Content of proposal

The proposal shall contain the following:

The profile of the bidder, Mandator

• Proven valid certifications to provide debt collection services. Mandatory Experience in debt collection within the banking sector including bad debtor recoveries, 3 reference letters required, must have footprint or done similar work with other financial institutions. Mandatory.

Profile/CVs of the staff to represent the agency in each respective area of work to be done, mandatory (At least 2 agency representatives with relevant certifications and CVs).

The bidder should also provide RDB certificate of registration and Tax clearance certificate, Mandatory

Proposal and Plan: An outline of debt collection approach, methods and timelines. Financial and pricing proposal

4. Submission of Proposals

The bidders shall submit summarized hard copy financial (cost or pricing proposal) at Head office, Kigali height 8th floor on 21st, June 2024 at 04.00 PM, opening same day 21st June 2024 at 04.30 PM, the administrative documents will be

5. Eligibility

The invitation to bid is open to all bidders who fulfill below criteria:

1) Rwandan registered institution

2) A regular player in debt collection services

3) The bidder has proven experience in similar endeavors, preferably in the financial sector

4) Relevant certification

5) The staff representing the agency should have the relevant expertise.

6. Responsibility of the selected bidder

Successful bidder must ensure that the level confidentiality and the contract are respected. The bidder should adhere to applicable laws while delivering on the engagement.

7. Requirements

Technology

a. Call Management System

Automated dialer

Business Continuity Plan to meet objectives in case of emergency or disaster

CRM capabilities

Call monitoring and recording

Performance and Metrics

Real-time reporting and analytics

C. Quality call center practices in order to maximize performance

d. Effective training, quality monitoring and motivational practices

Specialization nd Experience

5 or more proven years of experience providing debt collection services.

b.Management and staff have the expertise and credentials to drive performance.

C. Capacity to meet our current requirements and peak call volumes

d. Flexibility to scale services to match demand

e. Suitable working space for a call center

8. Deliverables (Mandatory)

The selected bidder is expected to provide the following:

•  Terms & conditions of a 2-year contract (to be part of the proposal)

• The vendor shall also appoint a team lead to coordinate all endeavors throughout the contracted period.

A comprehensive documentation on approach and methods used in debt

collection.

LINA M. HIGIRO

CHIEF EXECUTIVE OFFICER