Customer Relationship Management Building Block and Use Cases

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Tender Organisation:

DEUTSCHE GESELLSCHAFT FÜR INTERNATIONALE ZUSAMMENARBEIT

Tender Sector:

IT-Software Tenders

Tender Service:

Worldwide

Tender Region:

African

Tender Country:

Rwanda

Tender CPV:

48445000 : Customer Relation Management software package

Tender Document Type:

Tender Notice

Tender Description:

Expression of Interest are invited for Customer Relationship Management Building Block and Use Cases. Location: Kigali Deadline: Wednesday, 24/05/2023 23:59 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, Digitalization and Digital Economy, Mineral Governance, Peace and Security in the Great Lakes Region. Background 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 promoting 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).    The GIZ Rwanda Digital Cluster and the Digital Transformation Center Rwanda The Digital Cluster is a Rwandan-German initiative to develop impact-driven digital solutions at regional and continental levels in Africa. Therefore, it not only provides advisory services and training for government institutions and local tech companies but also a modern space to boost creativity and collaboration. The Digital Transformation Center is a space dedicated to delivering impact-driven digital solutions, developing the capacities of the local innovation ecosystem, and replicating and scaling up digital solutions at the regional and continental levels. The implementation of innovation at the Digital Transformation Center is in collaboration with the Ministry of ICT’s implementing agency, the Rwanda Information Society Authority (RISA).  The Digital Transformation Center supports both the public and the private sectors in transferring knowledge and skills and developing organizational, structural, and technological capacities. The Digital Transformation Center is now organized in various topics called Verticals for orientation, and proper collaboration with partners and the Rwandan ICT ecosystem and these verticals are collectively known as the GIZ Digital Cluster. Some of these verticals are listed below: Public sector Innovation The Public sector innovation vertical is where the government, civil society and private sector all intersect to work together in developing digital solutions and innovation around the challenges experience in the public sector. In this vertical, the demand is set through a series of collaborations from the government, mainly from the Chief Digital Officers of every sector, The Rwanda Information Society Authority RISA and the Ministry of ICT and Innovation and many other implementing agencies to work together. The solutions developed under the Public Sector innovation vertical revolve around digitization, change management, ICT building blocks, UN Sustainable Development Goals, Smart cities, and efficient delivery of Government services. Digital Inclusion & Literacy The Digital Cluster is actively involved in capacity-building and digital literacy, targeting people in rural areas, women and people with disabilities, ICT professionals, tech startups and employees of political partner agencies. The Digital Inclusion and Literacy vertical works together with several civil society organizations, The Ministry of ICT and Rwanda Information Society Authority RISA to implement joint programs that bridge the skills gap for both public servants and citizens to create an environment conducive to digital transformation and adoption of digital skills for economic development and improved livelihoods. Startup Ecosystem Support The Digital Cluster supports young entrepreneurs and startups through incubator and accelerator programs to build and expand their businesses. These programs provide access to mentorship, funding, and resources to help young entrepreneurs overcome the challenges of starting a business. By fostering collaboration and innovation, these initiatives are helping to create a thriving ecosystem for young entrepreneurs to succeed in today's competitive marketplace. Artificial Intelligence Hub (AI Hub) and data Most of the digitalization efforts, both private and public, rely on data and insights into that data. The AI hub vertical works around Improving access to training data and AI technologies for local open innovation, strengthening local technical know-how on AI in Rwanda, Develop Policy Frameworks Ready for AI - Ethical AI, Data Protection and Privacy, and one of the biggest topics in AI under the AI hub is Machine translation. Context The Government of Rwanda (GoR) defines good governance as: "the exercise of political, economic and administrative authority to manage the nation’s affairs and the complex mechanisms, processes, relationships and institutions as well as leadership behaviour through which citizens’ groups articulate their interests, explain their complaints/concerns, exercise their rights and obligations and mediate their differences”. In the recent national ICT strategy, Smart Rwanda Master Plan envisages the Government's Digital Transformation. The Governance Sector was among seven key sectors that were chosen to be at the forefront of this transformation for better and smarter service delivery to citizens. The role of customer relationship management tools in this context is to provide a backbone for the design and integration of information technology systems and infrastructure within an organization. It fits well into the overall goal of providing good quality service to citizens by adapting their feedback and insights. As part of the ongoing effort to support digitalization in Rwanda, GIZ seeks proposals from qualified firms to provide Customer relationship management technical integration services. The proposed services should be designed to align with Rwanda's current and future needs and priorities, with a specific focus on enhancing the delivery of services to citizens and improving feedback. Purpose of Assignment The objective of this assignment is to. Support the beneficiaries to implement projects with state-of-the-art Customer relationship management tools like Zammad. Build the capacity of GoR and the tech ecosystem to increase ownership and knowledge base on the use of technologies like Zammad for practical applications, for example, citizen engagement such as complaints management, tip-offs, etc. To create a sustainable use of Zammad as one of the technologies enabling the Customer relationship management building block The contractor is responsible for providing the following services: Supporting the planning of software development projects with a focus on customer relationship management (e.g., Zammad) as a building block Supporting the standardization of customer relationship management CRM based on Zammad guidelines/project requests and advocating for the implementation of best practices. Identifying, documenting, and assessing functional and non-functional requirements Supporting the beneficiaries in the design, implementation, and documentation of state-of-the-art CRM solutions Selecting technologies based on requirements assessments for the project partners and beneficiaries. Carry out code reviews and quality assurance. (1.5) Capacity development and knowledge transfer measures which will include Coaching and mentoring of team members, including the integration of local stakeholders in project activities for the purpose of knowledge transfer. The services should cover the following knowledge areas: DevOps in CRM technologies UI design frontend and back-end implementation CRM Integration architecture CRM system configurations (e.g., Zammad) The services should be detailed as a subset of above-mentioned general terms including a further specification for each specific assignment. Some use cases for CRM building block (reference points: The CRM software tools for this building block can be used for the citizen engagement project under the Ministry of Local Government. The CRM software tools for this building block can be used as an integrated point of contact for citizens to the government through the gov.rw websites to receive feedback, contact requests, contact forms etc Assignment of Single Tasks The consulting services are contractually agreed upon as a single call-off (application) of the framework agreement. For each call-off the following assignment mechanism shall apply: The consultant should work directly with the project to achieve several deliverables and a timeline to complete the deliverables set forth in the field of Zammad configuration management on this assignment by the project depending on the needs and requirements of those deliverables. At the end of each assignment, the consultant should present a short report (1-5 pages maximum) to be submitted to the project as part of the assignment. This short report should summarize the key issues addressed, what steps and methods were used during the consulting process, the results achieved, the next steps and best practices/lessons learned that might be helpful for other requests. The Contractor's employees or subcontractors shall not be integrated into the GIZ work organization and shall not be subject to any instructions from GIZ. The disposition and the

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