Terms of referenceSMS and IVR platform supplier

Contract Period: August 2021 - May 31th 2022 with a possibility of extension.

Who We Are

Girl Effect is a creative non-profit empowering girls to change their lives.

Started by the Nike Foundation, we are experts in media, mobile, brand and international development; a unique mix of skills that we use to solve global problems in a different way.

We work across the world in places where girls are marginalised and vulnerable. We create youth brands and mobile platforms for young people in ways that they love and interact with. We deliver these through the media and mobile tech that we use every day - from apps that build skills, to TV dramas that explore virtual issues, to magazines written by girls.

Context of Assignment

The objective of this tender is to upgrade the current IVR system to a more dynamic, cost efficient, agile and user friendly platform. We would like a service provider who has expertise in the field in which Girl Effect Rwanda (GER) operates and can provide not only a high tech option, but also invaluable insights and experience to the IVR and SMS services - ultimately helping GER to make a more engaging product for our audience.

The main objective is to: a) find a better platform solution to our challenges while bringing the two services together (IVR & SMS) and b) meet the Rwanda data law regulations.

Scope of work/ Description of Services

The supplier will provide a high-end user and audience friendly IVR solution for Girl Effect Rwanda whereby mobile subscribers can dial into our 1019 short code and listen to IVR prompts with various content options, and have the ability to leave feedback.

The GER digital production team should be provided with an agile, user friendly dashboard to upload weekly content and download feedback of its subscribers. This dashboard will also feature a reporting portal for analyzing feedback, call traffic and flow, allowing for detailed metrics about the user interactions. The reporting feature of the dashboard must be detailed and intuitive.

Key deliverables:

Provide a multi-channel platform and services for Interactive Voice Response (IVR) and SMS connecting to all telecommunication companies in Rwanda, starting August 2021.
Provide real-time dashboard results for on the spot data review and collection.
Be in charge of day to day multi-channel platform management ensuring it runs smoothly and being on hand to provide any technical assistance to the GER digital team.
Provide Rwanda based Project Management support to facilitate set up, implementation and maintenance of the multi-channel platform.
Be available if/when redesigning content flows, carrying out testing or surveys
Provide assistance with content re-design and campaign implementation.
Be in charge of managing all telecommunication companies in Rwanda on behalf of GER, ensuring platforms are integrated with Mobile Network Operators (MNOs), and telecoms are implementing the agreed MOU concerning IVR and SMS.
In instances of any technological issues or bugs in the IVR/SMS system, the supplier is to remedy within 24 hours.

Who You Are

Specialized in providing SMS and IVR services
Real attention to detail and organizational skills
Excellent spoken and written English and Kinyarwanda

Proposal submission

Qualified suppliers are invited to submit a proposal (Max. 20 pages) that includes the following: a) A screenshot or the presentation of how their system works and

b) A separate financial proposal document including rates and any additional cost considerations

Evaluation Criteria

An evaluation committee will be formed by GER staff members. The suppliers should ensure that they fully respond to all criteria to be comprehensively evaluated.

The evaluation committee may request and receive clarification from any supplier when evaluating their proposal. The evaluation committee may invite some or all the applicants to appear before the committee to clarify their proposals. In such an event, the evaluation committee may consider such clarifications in evaluating proposals.

In deciding the final selection of a qualified supplier, the technical quality of the proposal will be given a weighting of 70% based on the evaluation criteria. Only the financial proposal of those suppliers who qualify technically will be opened. The financial proposal will be allocated a weighting of 30% and the proposals will be ranked in terms of total points scored.

The criteria against which proposals will be evaluated are identified in the table below:

Key Areas for Evaluation/ Assessment

Weighted Award

(A) TECHNICAL PROPOSAL 70

i) A detailed understanding of the requirements: 15

Demonstrate a detailed understanding of all the activity implications in terms of logistic and capacity needed 15

ii) Work-plan that will deliver the best value on the Assignment: 25

Demonstrate the strategy and capacity to deliver each of the task(s) within a realistic timeline, underpinned by value for money. Please refer to the ‘specific tasks and deliverables’ section above here. 25

iv) Relevant services undertaken by the supplier in past engagements: 20

Demonstrate relevant experience and recent engagements. Include short paragraphs outlining similar Assignments conducted previously, along with contact details of references in those organisations should GE wish to contact them for a reference. Three references required. 20

(B) OVERALL PITCH / PROPOSAL 10

Demonstrate a clear understanding of GE’s requirements. Please note only shortlisted technical proposals that attain a minimum of 70% score will be invited to pitch. 10

(C) FINANCIAL PROPOSAL 30

Clarity, relevance, reality to market value/ value for money of cost for the assignment (inclusive of any applicable tax). 30

Reporting

The supplier will report to Girl Effect’s Digital & Creative Manager.

Application details

Interested suppliers should send their proposal to suppliersger@girleffect.org with “SMS and IVR PLATFORM SUPPLIER” in the email subject line by 07/July/2021. The selected supplier will be required to undertake safeguarding checks.

Tax

Applicants are advised to ensure that they have a clear understanding of their tax position with regards to provisions of jurisdiction tax legislation when developing their proposals.

Disclaimer

GE reserves the right to determine the structure of the process, number of short-listed participants, the right to withdraw from the proposal process, the right to change this timetable at any time without notice and reserves the right to withdraw this tender at any time, without prior notice and without liability to compensate and/or reimburse any party.