Consultancy to Design, Develop and Implement a Public Service Requests Portal (PSRP)

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Tender Organisation:

DEUTSCHE GESELLSCHAFT FÜR INTERNATIONALE ZUSAMMENARBEIT

Tender Sector:

Management Consultancy Tenders

Tender Service:

Worldwide

Tender Region:

African

Tender Country:

Rwanda

Tender CPV:

79416202 : consultancy services

Tender Document Type:

Tender Notice

Tender Description:

Expression of Interest are invited for Consultancy to Design, Develop and Implement a Public Service Requests Portal (PSRP) Location: Kigali Deadline: Sunday, 09/04/2023 23:59 MIFOTRA is one of the Ministries of the Government of Rwanda. They oversee developing, disseminating, and coordinating public service and labour policies, strategies and programs as well as overseeing the providing administrative services in public institutions. Among other activities, MIFOTRA is responsible for the following: To develop, disseminate and coordinate the implementation of policies, strategies, and programs. To initiate laws that regulate the public service sector and related sub-sectors. To build institutional and human resources capacity in the sector. To monitor and evaluate the implementation of policies, strategies and programs related to the management of public servants. To oversee the institutions under its supervision. To mobilize resources for the development of public institutions and the labour sector and related programs. To find and recruit competent employees in public institutions. Initiate strategies to promote work in the private sector. Training workers from both public and private sectors Strategies to increase productivity and fight for employees’ benefits. Update laws on employees and labour. To set up new politics on salaries and employees’ welfare. Training and reintegrating employees from exile. MIFOTRA receives and processes requests for services from different public institutions and public servants. Once MIFOTRA receives any request, they must provide feedback to the requester of the service in each timeframe. Furthermore, in the spirit of customer care, MIFOTRA must allow service requesters to monitor the status of their requests.[1] The Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH is a federally owned international cooperation enterprise for sustainable development with worldwide operations. GIZ has worked in Rwanda for over 30 years. The primary objectives between the Government of Rwanda and the Federal Republic of Germany are poverty reduction and the promotion of sustainable development. To achieve these objectives, GIZ Rwanda is active in the sectors of Decentralization and Good Governance, Economic Development and Employment Promotion, Energy, and ICT (Information and Communications Technology). Therefore, MIFOTRA in partnership with Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) is seeking to hire a private company specialized in providing consultancy services for the development, testing and deployment of the Public Service Request Portal of MIFOTRA. In the perspective of addressing the challenges mentioned above, ToR document is elaborated. 1.2 Context In its mandate, the Ministry of Public service and labour receives various requests from government institutions that need immediate attention and response. These requests are usually sent to the official MIFOTRA’s email. There is a dedicated team under the central secretariat tasked with the process of receiving and responding to these emails/requests. This team is also responsible for dispatching the received requests to various departments and implementing agencies in the ministry. Because this entire process is not automated, there are several challenges, including but not limited to limited visibility on the status of requests and minimal prioritization and tracking of requests. Minimal visibility on the status of requests made to MIFOTRA is one of the greatest sources of inefficiency in processing requests. Reports show that about 30% of the requests made to MIFOTRA do not provide the requesters with any form of information regarding their status. Some requests may require further analysis from the departments concerned, while others may require supplementary documentation. The processing of these requests may take hours or days, depending on the nature of the request. The requesting institutions have minimum visibility of how far their request has reached and when to expect the final verdict. Because only one main email is used for correspondence regarding the requests made, differentiating between the actual requests from informational communications is cumbersome. It is time-consuming for the central secretariat team to review each request received and properly designate it for dispatch to the appropriate department or implementing agency. Prioritization of requests and tracking requests becomes difficult due to many emails, some of which are “just information to the ministry.” Some of the requests are prioritized by the respective departments they are designated to, and some of the requests may be sent to the wrong departments due to difficulty in traceability. Therefore, proper intervention to increase efficiency through effective and timely management of the requests made to the ministry is required. In addition, increasing visibility on requests made is expected to increase the productivity of the secretariat. 1.3 Project scope of work MIFOTRA needs to have a portal that will assist in processing, managing, monitoring, and dispatching all service requests. The system's rationale is to enable the secretariat in charge of receiving these requests to manage, monitor, and track the request's status in the various departments and, in the long run, provide real-time status to the requesters. The system is expected to digitize the service request process to address issues of handling, processing, tracking and management of service requests after they have been submitted and strengthen structures and linkages for requesters to increase efficiency. This system feature will lessen the burden of manually managing processes required for processing service requests. As well as centralizing the entire process across the country. The System is expected to provide an interface that will be based on the current manual operations currently in use. The system should be linked with all the MIFOTRA departments to enable automated data recording, reporting, and computing with extensive data extraction, collection, and processing functions. The System should be layered but not limited to the following proposed components/processes: Users Management (user account expiration, disable Inactive users) Department Allocation Requests Receipt Management Processing requests Monitoring request status Keeping service request records as submitted by the requesters. Managing dispatched requests Reports management with Analytics, charts, graphs, maps, and mobile-friendly dashboards

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