1. Introduction and Purpose
   1. Purpose

Innovations for Poverty Action (IPA) is a research and policy non-profit that discovers and promotes effective solutions to global poverty problems. IPA brings together researchers and decision-makers to design, rigorously evaluate, and refine these solutions and their applications, ensuring that the evidence created is used to improve the lives of the world’s poor.

IPA Rwanda invites qualified offerors to submit proposals to offer call center facility service in support of IPA Rwanda projects implementation.

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2.Issuing Office

The Issuing Office and Contact Person noted in the above synopsis is the sole point of contact at IPA for purposes of this RFP. Any prospective offeror who fails to register their interest with this office assumes complete responsibility in the event that they do not receive direct communications (amendments, answers to questions, etc.) prior to the closing date.

3.Type of Award Anticipated

IPA anticipates awarding a Firm Fixed Price. This award type is subject to change during the course of negotiations.

2.General Instructions to Offerors

1.  General Instructions

“Offeror”, “Subcontractor”, and/or “Bidder” means a firm proposing the work under this RFP. “Offer” and/or “Proposal” means the package of documents the firm submits to propose the work.

Offerors wishing to respond to this RFP must submit proposals, in English, in accordance with the following instructions. Offerors are required to review all instructions and specifications contained in this RFP. Failure to do so will be at the Offeror’s risk. If the solicitation is amended, then all terms and conditions not modified in the amendment shall remain unchanged.

Issuance of this RFP in no way obligates IPA to award a subcontract or purchase order. Offerors will not be reimbursed for any costs associated with the preparation or submission of their proposal. IPA shall in no case be responsible for liable for these costs.

Proposals are due no later than 5 pm, December 11,2022 to be submitted to IPA Rwanda email RWA_proposals@poverty-action.org. Late offers will be rejected except under extraordinary circumstances at IPA’s discretion.

​​​​​​​3.​​​​​​​The submission of a proposal to IPA in response to this RFP will constitute an offer and indicates the Offeror’s agreement to the terms and conditions in this RFP and any attachments hereto. IPA reserves the right not to evaluate a non-responsive or incomplete proposal.

4.Proposal Cover Letter

A cover letter shall be included with the proposal on the Offeror’s company letterhead with a duly authorized signature and company stamp/seal using the Proposal Cover Letter template  (see Attachments) for the format. The cover letter shall include the following items:

• The Offeror will certify a validity period of 12 months for the prices provided.  Acknowledge the solicitation amendments received.

4.Questions regarding the RFP

Each Offeror is responsible for reading and complying with the terms and conditions of this RFP.  Requests for clarification or additional information must be submitted in writing via email or in writing to the Issuing Office as specified in the Synopsis above. No questions will be answered by phone. Any verbal information received from an IPA Rwanda employee or other entity shall not be considered as an official response to any question regarding this RFP.

Copies of questions and responses will be distributed in writing to all prospective bidders who are on record as having received this RFP after the submission date specified in the Synopsis above.

  3.Instructions for the Preparation of Technical Proposals

Participation is open on equal terms to all natural and legal persons working in the above-mentioned fields having legal authorizations to exercise the activity and any eligible natural, legal person or companies fulfilling the required conditions highlighted in this offer. The selection criteria that will be used to establish potential supplier are the follows:

Financially

• Having adequate financial resources to finance and perform the work or deliver service or the ability to obtain financial resources without receiving advance funds from IPA.
• Respects the general rules and conditions of IPA, namely: the supplier must process orders based on a signed contract from IPA and accept payment after services delivery, by bank transfer
• Issuing for every payment IBM invoice and provide proof of filling (declaration) of Income tax
• Willing to accept to be paid for the consumed services in not more than 15 days after delivering a fully compliant invoice 

Technical proposals shall include the following:

In partnership with IPA Rwanda, National Examination and School Inspection Authority is looking to acquire a fully operational call center facility that can allow at least five call center agents to receive and respond callers’ applications including but not limited to: outgoing calls & and CRM. The approach is to put a fully Omni channel call center in place, Callers to NESA can initiate a request via email, follow up by making a phone call, and getting the final updates through social media, if that’s what they’re looking for.

1. The expected solution shall deliver on an operational Call Centre that fully supports users more efficiently and provides consistent delivery & desire to improve each and every experience touchpoint to the client, its employees and customers.

The specific Objectives include:

1. to design all call centre system.
2. CRM software (customer relationship management software)

iii. To train and support Team Lead and QA

1. The proposal must show how the Offeror plans to complete the work and describe an approach that demonstrates the achievement of timely and acceptable performance of the work.
2. Provide a list and certificate of completion of at least five (5) recent awards of similar scope and duration. The information shall be supplied as a table (template provided in Attachments), and shall include the legal name and address of the organization for which services were performed, a description of work performed, the duration of the work and the value of the contract, description of any problems encountered and how it was resolved, and a current contact phone number of a responsible and knowledgeable representative of the organization. See Attachments.
   1.  Services Specified

For this RFP, IPA is in need of the services described in Attachment: Scope of Work.

4.Instructions for the Preparation of Cost/Price Proposals

1.  Cost/Price Proposals

Provided in the Attachments section of this RFP is a template for the Price Schedule for firm-fixed price awards . For cost-reimbursable or time & material awards, the offeror shall provide a fully detailed budget. Offerors shall complete the template including as much detailed information as possible. Any required payment terms must be included in the cost proposal.

It is important to note that Value Added Tax (VAT) shall be included on a separate line. The Subcontractor is responsible for all applicable taxes and fees, as prescribed under the applicable laws for income, compensation, permits, licenses, and other taxes and fees due as required.

 5.Basis of Award

1.  Evaluation Criteria

Each proposal will be evaluated and scored against the evaluation criteria and evaluation sub-criteria, which are stated in the table below.

• Noncompliance with the requirement of the tender may lead to automatic disqualification from farther evaluation. In addition, if any bidders do not prove they are legally compliant they will be disqualified from farther evaluation 
• Any attempt to contact IPA or an IPA staff member to attempt to influence the outcome of the tender will not be accepted and will lead to automatic disqualification from further evaluation.

• All supplies indicated in the tender document will be covered by the unity price as given by the bidder.

 2.Best Value Determination

IPA will review all proposals and make an award based on the eligibility and cost evaluation criteria stated above and select the offeror whose proposal provides the best value to IPA. IPA may also exclude an offer from consideration if it determines that an Offeror is "not responsible", i.e., that it does not have the management and financial capabilities required to perform the work required. 

IPA may award to an Offeror without discussions. Therefore, the initial offer must contain the Offeror’s best price with best past performance proof.   ​​​​​​​

3.Responsibility Determination

IPA will not enter into any type of agreement with an Offeror prior to ensuring the Offeror’s responsibility. When assessing an Offeror’s responsibility, the following factors are taken into consideration:

1. A Letter of Submission duly signed by the legal representative and stamped with full detail address indicating Country, Province, Sector, Cell, Village, street, E-mail, post office box number and bank account details.
2. The certified copy or original commercial register from RDB (showing that the owner is authorized to do the works under this RFQ with the experience of not less 3 years)   
3. A certificate of non-receivable or receivable from the Rwandan Revenue Office (RRA) notified / online in color or original valid
4. A certificate of non-royalty or royalty towards the “Rwanda Social Security Board RSSB” notified or original valid
5. Proof of having registered EBM
6. Have a satisfactory past performance record proved by past performance certificates.

1. Expertise with call center set up and management

The designated IPA staff will inspect from time to time the service requested to determine whether the activities are being performed in a satisfactory manner, and that all translated documents are of acceptable quality and standards. The subcontractor shall be responsible for any countermeasures or corrective action, within the scope of this RFP, which may be required by the IPA Country Director/Representative as a result of such inspection.

 6.Compliance with Terms and Conditions

1.  General Terms and Conditions

Offerors agree to comply with the general terms and conditions for an award resulting from this RFP. The selected Offeror shall comply with all Terms and Conditions listed in the accompanying Attachment.

 7.Procurement Ethics

Neither payment nor preference shall be made by either the Offeror, or by any IPA staff, in an attempt to affect the results of the award. IPA treats all reports of possible fraud/abuse very seriously. Acts of fraud or corruption will not be tolerated, and IPA employees and/or subcontractors/grantees/vendors who engage in such activities will face serious consequences. Any such practice constitutes an unethical, illegal, and corrupt practice and either the Offeror or the IPA staff may report violations to the Toll-Free Ethics and Compliance Anonymous Hotline at +1 844 837 5445. IPA ensures anonymity and an unbiased, serious review and treatment of the information provided. Such practice may result in the cancellation of the procurement and disqualification of the Offeror’s participation in this, and future, procurements.

By submitting an offeror, Offerors certify that they have not/will not attempt to bribe or make any payments to IPA employees in return for preference, nor have any payments with Terrorists, or groups supporting Terrorists, been attempted.

 8.Attachments

1.  Scope of work and Services or Technical Specifications

In order to achieve our Vision and mission through the execution of our strategic plans of two main goals:

1. Create more high-quality evidence that answers questions of immediate importance to decision makers on the front line of development, and
2. Promote the use of better, evidence-based programs and policies, leading to improved opportunities for millions living in poverty, the following will be observed:

a)The service order shall outline a clear scope of work and delivery timelines and

Service provider    shall ensure all translated material maintains the integrity of the

​​​​​​​2.Proposal Cover Letter

[On Firm’s Letterhead]
 

<Insert date>
 

TO:      Innovations for Poverty Action

               Plot 1123, KK23/KK387, Kicukiro (30.1054823/@-1.9760264,30.1009648,15z">IPA Rwanda office map).

We, the undersigned, provide the attached proposal in accordance with RFP No. 008/012/2022, issued on December 06, 2022. Our attached proposal is for the total price of (Sum in Words).

I certify a validity period of 12 months for the prices provided in the attached Price Schedule/Bill of Quantities. Our proposal shall be binding upon us subject to the modifications resulting from any discussions.

We understand that IPA is not bound to accept any proposal it receives.

Yours sincerely,

Authorized Signature:

Name and Title of Signatory: Click here to enter text.

Name of Firm: Click here to enter text.

Address: Click here to enter text.

Telephone: Click here to enter text.

Email: Click here to enter text.

Company Seal/Stamp:

8.3 Price Schedule

 3.Past Performance Form

Include projects that best illustrate your work experience relevant to this RFP, sorted by decreasing order of completion date.

Projects should have been undertaken in the past three years. Projects undertaken in the past six years may be taken into consideration at the discretion of the evaluation committee.

​​​​​​​4.Terms and Conditions

1. The Request for Proposal is not and shall not be considered an offer by IPA.
2. All responses must be received on or before the date and time indicated on the RFP.
3. All proposals will be considered binding offers. Prices proposed must be valid for entire period provided by respondent.
4. All awards will be subject to IPA contractual terms and conditions and contingent on the availability of donor funding.
5. IPA reserves the right to accept or reject any proposal or cancel the solicitation process at any time and shall have no liability to the proposing organizations submitting proposals for such rejection or cancellation of the request for proposals.
6. IPA reserves the right to accept all or part of the proposal when award is provided.
7. All information provided by IPA in this RFP is offered in good faith. Individual items are subject to change at any time, and all bidders will be provided with notification of any changes. IPA is not responsible or liable for any use of the information submitted by bidders or for any claims asserted therefrom.
8. IPA reserves the right to require any bidder to enter into a non-disclosure agreement.
9. The bidders are solely obligated to pay for any costs, of any kind whatsoever, which may be incurred by bidder or any third parties, in connection with the Response. All responses and supporting documentation shall become the property of IPA, subject to claims of confidentiality in respect of the response and supporting documentation, which have been clearly marked confidential by the bidder.

Done at Kigali on December 5, 2022

IPA Rwanda