The
Ethiopian herald Saturday march 22, 2025
Specific
Procurement Notice
Request
for Bids
Non-Consulting
Services
Employer: National
ID Program
Project: Digital ID
for Inclusion and Services Project (P179040)
Contract title:
Selection of a Service Provider that Serve as Multilingual Call Center for
National ID Program
Country: Ethiopia
Loan No. /Credit
No./ Grant No.: 7463-ET
RFB No:
ET-NIDP-461842-NC-RFB
Issued on: March
2025
1. The Federal
Democratic Republic of Ethiopia has received financing from the World Bank
toward the cost of the Digital ID for Inclusion and Services Project and
intends to apply part of the proceeds toward payments under the contract for
Selection of a Service Provider that serve as Multilingual Call Center for
National ID Program
2. The National ID
Program now invites sealed Bids from eligible Bidders to participate in the
bidding proceedings to serve as Multilingual Call Center for National ID
Program.
The minimum qualification
requirement includes but not limited to:
(a) The bidder
should have a minimum 5 years of experience in call center management including
managing call centers for Government/ Private entities.
(b) The bidder
should have experience of handling call volumes of more than 2,000 calls per
day through a single call center with a minimum experience of handling calls
with 20 workstations, 4 supervisory staff for daily call management. (Bidder is
expected to provide evidence of answered Call logs over period of months with
client examples outlining agent activities)
(c) The
bidder/service provider should complete at least one similar nature contract with
the value of USD 1,500,000.00 or two contracts each with a value of USD 1,000,000.00
or above in the last five years.
(d) The
bidder/service provider should have an average annual turnover of at least US$ 2.5
million, calculated as total certified payments received for contracts in
progress or completed within the last three (3) years. i.e., in Fiscal Year
2021, Fiscal Year 2022 and Fiscal Year 2023.
(e) No margin of
preference is applicable for this bid
3 The bidding
process will be conducted through international competitive procurement using
Request for Bid (RFB) as specified in the World Bank's "Procurement
Regulations for IPF Borrowers" 5th edition September 2023 ("Procurement
Regulations"), and is open to all eligible bidders'/service providers as
defined in the Procurement Regulations.
4 Interested eligible
Bidders may obtain further information from National ID Program, Digital ID for
Inclusion and Services Project Management Unit, Email address: mesfin@id.gov.et,
zelalem@id.gov.et and inspect the bidding document during office hours from
8:30AM-12:30PM and 1:30-5:00 PM local time from Monday to Friday before the
deadline date and time.
5 The request for
proposals document in English language may be freely obtained by interested
eligible proposers upon submission of a written application/request to the
email addresses indicated below (email should be sent for both addresses
indicated below). Once email request has been sent to the designated email
addresses, the softcopy/PDF format of the RFP document will be sent to the
requester. If proposers want to have a hard copy document, they can receive the
document from the NIDP Project office as per the location indicated under #9.
To facilitate further communication and correspondence, the proposer should
indicate the name of the company, contact/focal person, telephone number,
workable email address and relevant information on his/her request email.
6 Bids must be
delivered to the address below on or before 6th of May 2025 10:00 A.M Local
Time (Addis Ababa Time). Electronic procurement will not be permitted. Late Bids
will be rejected. The outer Proposal envelopes marked "ORIGINAL BID",
and the inner envelopes marked "TECHNICAL PART" will be publicly
opened in the presence of the Bidders'/Service Provider designated representatives
and anyone who chooses to attend, at the address below on 6th of May 2025 at 10:30
A.M Local Time (Addis Ababa Time). All envelopes marked "FINANCIAL
PART" shall remain unopened and will be held in safe custody of the
Purchaser until the second public Bid opening.
7 All bids must be
accompanied by a Bid Security of ETB 1,500,000.00/ETB One Million Five Hundred
Thousand/ or equivalent amount in a freely convertible currency (based on the
applicable exchange rate 28 days before the proposal submission date i.e. 8th
of April 2025) in the form of Bank guarantee issued from reputable Banks.
8 Attention is
drawn to the Procurement Regulations requiring the Borrower to disclose information
on the successful bidder's beneficial ownership, as part of the Contract Award
Notice, using the Beneficial Ownership Disclosure Form as included in the bidding
document.
9 The address(es)
referred to above is (are):
Federal
Democratic Republic of Ethiopia,
National
ID Program (NIDP)
Digital
ID for Inclusion and Services Project
Attn:
Dr. Mesfin Belachew - Project Management Unit (PMU) Director
Attn:
Project Management Unit (PMU),
Address:
Welosefer Bole, Ethio-China St, INSA Building, 15th Floor, Addis Ababa,
Ethiopia
Tele-
+251 911 791462 or +251-911-446582 or +251-912-200295
E-mail:
mesfin@id.gov.et or zelalem@id.gov.et or nejmedin@id.et
Website:
https://id.gov.et/
Addis
Ababa, Ethiopia