Expression of Interest (EOI) – Consultancy Services to Interactive Voice Response (IVR) Platform for the GBV Hotline

Expression of Interest (EOI)

Consultancy services to Interactive Voice Response (IVR) platform for the GBV Hotline

Reference Number: 83466520

Date of Publication: 30.05.2024

Introduction

The Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH is a federally owned international cooperation enterprise for sustainable development with worldwide operations. The GIZ Office in Kigali covers GIZ’s portfolio in Rwanda and Burundi. GIZ Rwanda/Burundi implements projects on behalf of the German Federal Ministry for Economic Cooperation and Development, the European Union and other commissioning authorities in the following priority areas: Sustainable Economic Development, Good Governance, Climate, Energy and Sustainable Urban Development, Digital Transformation & Digital Economy, Great Lakes Region.

GIZ Rwanda’s Projects ‘Prevention of sexualised and gender-based violence’ (P-SGBV) and ‘Digital Solutions for Sustainable Development

A joint Rwandan-German Development cooperation project implemented by GIZ, commissioned by the German Federal Ministry for Economic Cooperation and Development (BMZ), focuses on women and girls. The project collaborates closely with its political partner, the Ministry for Gender and Family Promotion (MIGEPROF), and Civil Society Organisations.

The project aims to improve the range of prevention measures offered by governmental and non-governmental actors, which should be aligned with recognised quality standards and enhanced for persons affected by SGBV. This shall be achieved by strengthening the institutional and technical capacities for SGBV prevention within MIGEPROF, improving the quality of medical, psychosocial, and legal service provision for persons affected by SGBV, and disseminating knowledge about SGBV throughout the country.

Context

About the IVR for the GBV Hotline

GIZ Rwanda’s Project Prevention of SGBV has a challenge of providing information and reaching out to a high number of people about Gender and SGBV-related issues as well as sensitive related topics. Therefore, a USSD Solution was developed to tackle the challenges caused by the subject’s sensitivity, the high number of people, especially women and girls, directly and indirectly affected by SGBV and the need for information and knowledge about SGBV and support structures.

The information from the USSD solution includes an option to call the GBV hotline for more details. This is another channel for citizens to listen in and absorb helpful and impactful information and knowledge.

In this regard, Project P-SGBV of GIZ Rwanda requires a qualified company with extensive knowledge and experience in the development of IVR technologies to set up an IVR platform attached to the GBV hotline.

The IVR will enable citizens, especially women and girls, to get information about SGBV in general, different forms of SGBV, and support structures. The solution will ensure that even people who cannot read or use other forms of media can dial in and listen to the information in the form of voice responses.

Rationale/Objective

The main objective of this project are as follows:

This project’s main aim is to ensure that the IVR system will integrate and work with the GBV Hotline to add value to the use experience of all callers of the hotline and the hotline operation team. The specific features and functionalities developed within the project scope should align with this objective to achieve successful outcomes.

This ToR outlines the objectives, scope, and requirements for designing and developing the IVR platform.

The main objectives of this project are as follows:

1. Develop an interactive voice response platform and integrate to the GBV hotline:
   1. Design and develop an IVR that will be integrated into the GBV Hotline and will serve as a landing menu of responses to callers to the hotline.
   2. Ensure the IVR database can efficiently run and receive concurrent callers who can listen into the IVR menu.
   3. Ensure that the analytics of callers who listen to the IVR are logged and anonymised to show the number of callers per menu for statistical reasons.
2. Create a User-Friendly Web Platform to access the IVR and call center:
   1. Design and develop a user-friendly web platform that provides easy access to the IVR and call centre hotline functionalities.
   2. Develop intuitive navigation features and search functionalities that allow users to easily find and interact with the specific content of the IVR depending on their user roles.
   3. Ensure the platform is accessible across different devices and browsers to accommodate a diverse user base.

Technical Requirements

Technology stack:

• Appropriate technologies and frameworks are selected based on scalability, security, and performance considerations.
• Compatibility with modern web browsers and responsiveness across different devices.
• Integration of various databases and APIs, as required.
• Implementation of robust data storage and backup mechanisms to ensure data integrity and availability.
• Compliance with relevant web standards and accessibility guidelines.

Design and User Experience:

The IVR and its user interface should adhere to the following design and user experience principles:

• Consistent branding and visual identity aligned with the GBV program guidelines.
• Intuitive and user-friendly interfaces with straightforward navigation and logical information architecture.
• Responsive design to ensure optimal user experience across devices.
• Effective use of data visualisation techniques to present complex project information concisely and understandably.
• Attention to accessibility standards to ensure inclusivity.

Quality Assurance and Testing:

A comprehensive quality assurance and testing plan should be developed, including:

• Functional testing to ensure all websites and dashboard features work as intended.
• Compatibility testing across different browsers, devices, and screen sizes.
• Performance testing to optimize loading times and responsiveness.
• User acceptance testing to gather feedback and make necessary improvements.

The following high-level outputs/outcomes will be expected upon completion of the project:

• IVR call flow diagram.
• IVR system architecture and integration to GBV hotline
• Recorded IVR voice prompts and scripts.
• Configured and tested the IVR system with a web-based dashboard.
• Training materials and sessions for call centre agents
• Comprehensive project documentation

Scope of work

The contractor shall provide the following work/service:

• Requirement Gathering: Collaborate with stakeholders to define call flow requirements, menu options, and routing rules.
• IVR Design: Develop a detailed IVR call flow diagram outlining menu structures, options, and routing logic.
• Recording Scripts: Script and record voice prompts for IVR menu options and announcements.
• IVR Implementation: Configure and deploy the IVR system within the existing call center infrastructure.
• Integration: Integrate the IVR with existing call center software and telephony systems.
• Testing: Conduct comprehensive testing to ensure the IVR functions as intended and meets quality standards.
• Training: Train call center agents on handling IVR-related functions and troubleshooting.
• Documentation: Prepare documentation outlining IVR configurations, call flows, and troubleshooting guidelines.

Tasks to be performed by the contractor.

The contractor must plan, organise, and complete the following work packages.

Work Package 1: Needs Assessment

• Conduct a thorough needs assessment to understand the requirements and functionalities desired for the IVR platform.
• Engage with stakeholders, including GIZ, civil society organisations, and other potential partners and/or users, to gather input and insights.
• Identify critical priorities, user preferences, and technical specifications to inform the design and development process.

Work Package 2: Design and Development with the fulfilment of the following features/options:

1. Customisable Call Flows: The IVR should allow easy creation and customisation of call flows. Businesses should be able to design the menu structure, define options, and set actions based on caller input.
2. Multi-Level Menus: Support for multi-level menus to enable complex routing and quick navigation for callers. This will allow for more options without overwhelming callers at each level.
3. Speech Recognition: Integration of advanced speech recognition technology which enhances user experience by allowing callers to speak their responses rather than entering DTMF tones (keypad presses). This feature should be accurate and responsive.
4. Integration Capabilities: The IVR should seamlessly integrate with other systems, such as CRM (Customer Relationship Management), ticketing, or databases, to provide callers with personalised and relevant information.
5. Call Queuing and Routing: Efficient call queuing with options like priority routing based on caller profiles or context (such as VIP customers or language preferences) is essential for effective customer service.
6. Analytics and Reporting: Detailed reporting features provide insights into call volumes, call durations, menu effectiveness, and other metrics, helping optimise the IVR system’s performance.
7. API Access: An IVR system with API access enables developers to extend its functionality and integrate it with other business applications or custom workflows.
8. Multiple Language Support: Serving diverse customer bases and supporting various languages ensures inclusivity and improves customer satisfaction.
9. CRM Integration: Integration with CRM systems allows agents to access caller information and history quickly, improving the overall efficiency of customer service.
10. Failover and Redundancy: To ensure high availability and reliability, the IVR system should support failover and redundancy options, such as automatic rerouting of calls in case of system failures.
11. Security Features: Robust security measures, such as encryption of sensitive data, compliance with regulations like GDPR or the Rwandan Data Protection Law, and secure access controls, are crucial for protecting caller privacy and data.
12. Scalability: The IVR system should be scalable to accommodate growth in call volume and business needs without compromising performance.
13. User-Friendly Management Interface: An intuitive management interface allowing administrators to configure and maintain the IVR system without extensive technical expertise.
14. Call Recording and Monitoring: Built-in call recording and monitoring capabilities will be helpful for quality assurance, training, and dispute resolution.
15. Personalisation: The ability to personalise IVR interactions based on caller history or context (like recent transactions or previous inquiries) can significantly enhance customer experience.

Work Package 3: Knowledge Transfer

• Develop user manuals and training materials to guide platform users in effectively utilising and navigating the IVR platform.
• Provide training sessions or workshops to stakeholders and users on best practices for accessing, contributing to, and managing content on the IVR platform.
• Offer ongoing technical support and assistance to address any questions, issues, or challenges that may arise during the implementation and operation of the platform.

Work Package 4: Documentation and Handover

• Document the entire design and development process, including design specifications, technical documentation, and training materials.
• Provide comprehensive handover documentation to transfer ownership and management of the IVR to GIZ and the Partners.
• Ensure smooth transition and continuity of operations by offering support and guidance during the handover process.

These work packages provide a structured breakdown of the project activities, enabling effective planning, execution, and monitoring. Each work package’s specific tasks and sub-tasks should be defined in collaboration with the project team.

Expected deliverables.

The following deliverables shall be delivered on this project:

Deliverable 1: Needs assessment report.

• A comprehensive report summarising the needs assessment findings, including requirements, priorities, and user preferences for the IVR platform.
• This is a document outlining the agreed-upon project requirements, including functional and non-functional requirements, data sources, integration needs, and user interface specifications.

Deliverable 2: Design Specifications and Wireframes:

• Detailed design specifications outlining the IVR’s layout, functionality, and features.
• Wireframes, prototypes, and mock-ups illustrating the visual design and user interface of the platform.

Deliverable 3: Developed IVR and integrated it to the GBV hotline:

• A fully functional IVR developed according to the agreed-upon design specifications and requirements.
• Implementation of advanced IVR functionalities, tools, and other features as outlined in the scope of work.
• Integration of the IVR to the GBV hotline.
• Interactive features of the IVR to facilitate easy usage.

Deliverable 4: Testing and Quality Assurance Deliverables:

• Test plans and test cases for the IVR.
• Test results and bug reports documenting any issues identified during testing.
• Performance testing reports are used to ensure optimal IVR performance.
• User acceptance testing feedback and documentation of resolved issues or requested enhancements.

Deliverable 5: User Manuals and Training Materials:

• User manuals and training materials guide navigating, accessing, and contributing to the IVR.
• Training sessions or workshops on best practices for platform usage were conducted for the GBV hotline users at the call centre and relevant stakeholders.

Deliverable 6: Documentation and Handover Materials:

• Documentation of the design and development process, including design specifications, technical documentation, and training materials.
• Handover materials facilitating the transfer of ownership and management of the IVR to GIZ and /or its key stakeholders.

Deliverable 7: Final Report

• A comprehensive final report summarising the consultancy process, outcomes, and recommendations for future enhancements or improvements.

The project focal person(s) will review and approve these deliverables at each stage to ensure alignment with the project objectives and requirements.

Upon contract signature, the GIZ and/or its key stakeholders will assign a focal person(s) to manage this assignment day-to-day. S/he will brief the contractor and share expectations on the outcome of this assignment. The contractor shall propose a plan and timeline for implementing the IVR within five working days. The contractor must also propose a list of tools and plugins that support different activities, as mentioned in the previous sections, and have the flexibility to amend drafts and/or the IVR on feedback provided by the GIZ and its key stakeholders.

Certain milestones, as laid out in the table below, are to be achieved by specific dates during the contract term:

Milestone	Deadline
Projection Initiation and needs assessment	Week 1
Design specifications and wireframes	Week 3
IVR development	Week 4-8
Hotline integration	Week 8
Testing and Quality Assurance	Week 8-10
User manuals and Knowledge transfer	Week 11
Documentation and Project Closure	Week 12

The selected contractor must complete the project within three and a half (4) months of contract signing.

Period of assignment: from Contract signing until 30 September 2024.

GIZ owns all intellectual property rights, the complete platform and database content, and all work performed under this assignment’s service contract.

Concept

In the bid, the bidder is required to show how the objectives defined in Chapter 2 are to be achieved, if applicable, under consideration of further specific method-related requirements (technical-methodological concept). In addition, the bidder must describe the project management system for service provision.

Technical-methodological concept

1.1 Strategy:

1.1.1 The bidder is required to consider the tasks to be performed with reference to the objectives of the services put out to tender (see Chapter 1).

1.1.2 Following this, the bidder presents and justifies the strategy with which it intends to provide the services for which it is responsible (see Chapter 2).

1.4 Processes

1.4.1 The bidder is required to describe the key processes for the services for which it is responsible. In particular, the bidder is required to describe the necessary work steps.

1.6 Project management

1.6.2 Project management of the contractor

The bidder is required to explain its approach to coordination with the GIZ project. GIZ will provide one contact person for the contractor. The explanations of the bidder shall consider the following minimum standards to be met by the contractor:

• The provision of at least one contact person for GIZ
• The existence of substitution management
• Daily availability by phone (on workdays)
• The response to emails within 24 hours
• Weekly availability for a physical or virtual meeting
• Weekly progress reporting (verbal or written)
• The submission of quality-assured deliverables at least three workdays before the approval is due to be made (all deliverables need approval from GIZ)
• The selection, preparation, training and steering of the experts assigned to perform the advisory tasks.
• The management of costs and expenditures, accounting processes, and invoices is in accordance with GIZ’s requirements.

Personnel Concept

The bidder is required to provide personnel who are suited to filling the positions described, based on their CVs, the range of tasks involved and the required qualifications.

The qualifications below represent the requirements to reach the maximum number of points.

Team Lead

Some areas of responsibility for this role.

• Project management, including planning, executing, and delivering complex IT projects.
• Team leadership and communication skills to effectively manage teams and stakeholders.
• Gathering and analysing requirements from stakeholders.
• Strong analytical and problem-solving skills to identify and translate project needs into actionable tasks.

Qualifications required.

• Education/training (2.1.1): University qualification (master’s or equivalent): Master’s degree in Project management, IT, computer science or relevant field
• Language (2.1.2): Good business language skills in N/A
• General professional experience (2.1.3): 5+ years of professional experience in the IT sector
• Specific professional experience (2.1.4): 5+ Years of experience in IT project management
• Leadership/management experience (2.1.5): 5 years of IT management/leadership experience as a project team leader or manager in a company
• Regional experience (2.1.6): 5+years of experience in projects in (region): Africa, of which 5+years in projects in (country): Rwanda
• Development Cooperation (DC) experience (2.1.7): N/A
• Other (2.1.8): N/A

Expert 2: Full-Stack IVR Developer

Some areas of responsibility for this role.

• Designing cross-browser IVR-empowered applications with web interfaces.
• Developing server-side programming languages such as Python, Java, or PHP.
• Designing and implementing databases using SQL or NoSQL technologies.
• Implementing web services, APIs, and data retrieval and storage integration techniques.

Qualifications required.

• Education/training (2.2.1): University qualification (master’s or equivalent): Computer science, IT, computer science or relevant field
• Language (2.2.2): Good business language skills in N/A
• General professional experience (2.2.3): 2+ years of professional experience in building containerised applications
• Specific professional experience (2.2.4): 5+ Years of experience in IVR stack development and IVR integrations in cross-browser IVR-empowered applications with web interfaces
• Leadership/management experience (2.2.5): N/A
• Regional experience (2.2.6): N/A of experience in projects in (region): N/A, of which N/Ain projects in (country): N/A
• Development Cooperation (DC) experience (2.2.7): N/A
• Other (2.2.8): N/A

Expert 3: Database developer

Some areas of responsibility for this role.

• Design and implemented various database architectures, defining data fields, relationships, and security measures.
• Implement mechanisms for data validation, privacy protection, and efficient data retrieval.

Qualifications required.

• Education/training (2.3.1): University qualification (master’s or equivalent): computer science, data engineering, or a related field
• Language (2.2.2): Good business language skills in N/A
• General professional experience (2.3.3): 5+ years of experience in data engineering
• Specific professional experience (2.3.4): 5+ years of experience in SQL and/or No-SQL Databases
• Leadership/management experience (2.3.5): N/A
• Regional experience (2.3.6): N/A of experience in projects in (region): N/A, of which N/Ain projects in (country): N/A
• Development Cooperation (DC) experience (2.3.7): N/A
• Other (2.3.8): N/A

Expert 4: UI/UX Designer

Experience & Technical expertise.

• Proficiency in UX/UI design tools such as Sketch, Figma, or Adobe XD.
• Strong understanding of user-centred design principles and usability testing.
• Ability to create wireframes, prototypes, and user flows to guide the development process.
• Knowledge of accessibility standards and best practices for inclusive design.

Qualifications required.

• Education/training (2.4.1): University qualification (master’s or equivalent): Bachelor’s degree in graphic design, Creative design, Multimedia design, advanced certification in graphic design and web design (or related field).
• Language (2.4.2): Good business language skills in N/A
• General professional experience (2.4.3): 5+ years of experience in user experience design
• Specific professional experience (2.4.4): 3+ years of experience in UXUI applications such as Figma,Sketch, Adobe XD
• Leadership/management experience (2.4.5): N/A
• Regional experience (2.4.6): N/A of experience in projects in (region): N/A, of which N/Ain projects in (country): N/A
• Development Cooperation (DC) experience (2.4.7): N/A
• Other (2.4.8): N/A

Expert 5: Front-end developer

Experience & Technical expertise.

• Implement the version control systems (Git).
• Web performance optimization.
• Collaborate with back-end developers and integrate APIs.

Qualifications required.

• Education/training (2.5.1): University qualification (bachelor’s or equivalent): Bachelor’s degree in computer science or related field
• Language (2.5.2): Good business language skills in N/A
• General professional experience (2.5.3): 5+ years of experience in responsive design and cross-browser compatibility
• Specific professional experience (2.5.4): 3+ years of experience in modern front-end frameworks (React, Vue.js, Angular).
• Leadership/management experience (2.5.5): N/A
• Regional experience (2.5.6): N/A of experience in projects in (region): N/A, of which N/Ain projects in (country): N/A
• Development Cooperation (DC) experience (2.5.7): N/A
• Other (2.5.8): N/A

Costing requirements

The bidder is required to calculate their financial tender based exactly on the parameters specified in the inputs. The contractor is not contractually entitled to use up the days or budget in full. The number of days and the budget will be contractually agreed as maximum limits.

The bidder must also provide an estimation of the quantity of web tools, plugins, SSL certificates, and any additional tools necessary to fulfil the project requirements outlined in the inputs.

Fee days	Number of experts	Number of days per expert
Designation of team leader	1	60
Designation of Key expert: Full stack IVR developer	1	60
Designation of Key expert: Database Developer	1	60
Designation of Key expert: UI/UX Designer	1	60
Designation of Key expert: Front end developer	1	60
Flexible renumeration for Web tools ((web tools, plugins, SSL certificates, cloud services etc)	2,700,000RWF	Comments A flexible renumeration of 2,700,000 RWF is foreseen for this assignment therefore please incorporate it in your price offer. Please note that use of the flexible renumeration item will require prior written approval from GIZ

Requirements on the format of the bid

The structure of the bid must correspond to the structure of the ToR. In particular, the detailed structure of the concept. The bid should be drawn up in English (language).

The CVs of the personnel proposed in accordance with the Personnel Concept section of this ToR must clearly show the position and job the proposed person held in the reference project and for how long. The CVs should also be submitted in English (language).

Contact

If you have questions about the assignment, please contact procurement-rw@giz.de Please note that we only point to publicly available information for a fair tender process.

Application

The Expression of Interest will be evaluated based on the following criteria:

• Individual profile,
• Relevant experience,
• Your strategies to assure agility, flexibility, and responsiveness,
• Personnel offer
• Financial offer.

Eligibility Criteria (Please you must complete the attached form: Self-declaration of eligibility as part of the open tender RW

• Evidence of commercial register entry (i.e. Registration Certificate issued by RDB)
• Evidence of tax registration (i.e. VAT certificate by RRA)
• Evidence of valid tax clearance (issued by RRA)
• Average annual turnover for the last three financial years (last-but-four financial year can be included in case of tenders held within six months of end of last financial year). Worth 69,000,000RWF
• Average number of employees and managers for the past three calendar years: 5 persons (evidence required)
• Atleast 1 reference projects in the technical field of Communication systems
• Atleast 3 reference projects in Rwanda in the last 3 years (evidence required).

Submission of offer: The Expression of Interest should contain the following:

Technical Proposal:

• A cover letter expressing your interest in this assignment
• Technical proposal with a brief description of why you would be considered as the most suitable for the assignment, relevant expertise, and a detailed, clear methodology, your approach to complete the assignment, template attached.
• CV of the Consultants proposed
• Proof of successful completion of related assignments.
• VAT Registration certificate
• Latest tax clearance certificate
• Company registration certificate (RDB)

Financial Proposal (Template attached): indicates the all-inclusive daily rate, supported by a breakdown of all costs. The costs must be in RWF and VAT

Please submit electronically your EoI (technical & Financial offer) in 2 separated emails and must be in PDF files to this email ONLY: RW_Quotation@giz.de until latest 16^th June 2024

Please you must write on each email subject this sentence:

83466520 Technical/financial offer, without this sentence, your offer may not be considered

Only soft copies will be considered

GIZ reserves all rights

List of abbreviations

BMZ German Federal Ministry for Economic Cooperation and Development

GIZ Deutsche Gesellschaft für Internationale Zusammenarbeit

GBV Gender Based Violence

IVR Interactive Voice Response

ToR Terms of Reference

EoI Expression of Interest