Terms of Reference- Consultancy for Development of Technology/web-based Information Sharing and Feedback and Complaint System (CARE4U)

Terms of Reference for consultancy

Development of technology/web-based information sharing and feedback and complaint system (CARE4U)

CARE is a leading humanitarian organization seeking a world of hope, tolerance, and social justice, where poverty has been overcome and people live in dignity and security. We work around the globe to save lives, defeat poverty, and achieve social justice.

About CARE4U

CARE Rwanda is looking for a cost-efficient technology/web-based platform that is simple, user-friendly, convenient, and affordable and which can help to quickly foster key information from the national level all the way to project beneficiaries at the village level – designed to be appropriate for use by CARE stakeholders including beneficiaries, community volunteers, partners, vendors, and government agencies. In return, CARE wants to be aware of any feedback, complaints, or a report from the program’s ultimate beneficiaries from the village and other stakeholders who directly or indirectly deal with CARE, using the same platform.

The information and feedback/complaint mechanism are therefore an integral part of the country office’s broad accountability framework.

The following are the main objectives of the platform:

• Facilitate quick communication between CARE and its key stakeholders including but not limited to the following: Program beneficiaries, community volunteers, partners, district authorities, staff, vendors, banks and MFIs, and members of the Village Agent Network (VAN).
• Collect feedback, complaints, or any report from all the above stakeholders and develop a response message tailored to the needs of each stakeholder.

Objectives of assignment

The system is in its final stages of development and CARE Rwanda is looking for a Rwanda based consultancy firm/company/Individual consultant to take over and complete the development. Specifically, the firm/company/individual consultant will.

• Read the source code, understand it, and finalize the system development.
• Develop and implement Application Programming Interface (APIs) for seamless communication between systems.
• Integrate the system with SMS systems as needed.
• Conduct comprehensive testing to ensure the functionality meets requirements.
• Provide ongoing user support to address queries and issues.
• Produce a user manual detailing system functionalities and usage instructions.
• Conduct training sessions for IT administrators to manage and maintain the system effectively.

Deliverables/Scope of Work: The scope of work includes but is not limited to:

• Successfully deployed system in the production environment.
• Completed testing reports including unit testing, integration testing, and user acceptance testing.
• Integrated system with existing infrastructure and databases.
• Developed APIs for seamless data exchange.
• Ongoing user support is provided with documented resolutions.
• Comprehensive user manual detailing system functionalities and usage instructions.
• Completed training sessions for IT administrators with documented training materials.

Duration and key contacts

The consultant will report to the CARE Program Quality and Learning Director and will work closely with ICT4D committee members and the Senior Management Team (SMT) at CARE Rwanda.

This assignment is expected to be accomplished in 20 working days. The consultant has the flexibility to suggest additional time if supported by a strong rationale.

Proposals scoring criteria.

All applications will be evaluated Evaluations based on the criteria shared below

How to apply

Interested candidates should submit their proposals by email to RWA.Procurement@care.org with mention of “Development of technology/web-based information sharing and feedback and complaint system (CARE4U) in the subject line, by November  5^th, 2024, at 5pm, Rwanda time.

The application file should contain the following documents:

• A technical proposal, with a clear timeframe and a description of the proposed methodology detailing how the deliverables will be achieved, and the team credentials for similar assignments.
• Detailed Curriculum Vitae of the proposed team to carry out the assignment with clear roles and functions.
• A financial offer (daily rate)
• Evidence of the consultant’s experience in doing similar assignments: Copies of similar assignments (with evidence for good completion of the previous similar assignments);
• Submit at least 3 references with their contacts and addresses.
• Bank account information including the scanned copy of blank check or document from the bank confirming bank account information (name, account number, swift code, …)
• Consultant firm profile; VAT registration certificate; RRA tax clearance certificate; RSSB tax clearance certificate (when applicable). For applicants without registration in Rwanda, submit the above requirements from the country of registration as applicable.