Procurement Summary
Country : Ghana
Summary : Consultancy Service for the Development, Operationalizing & Maintenance of a Call Center
Deadline : 22 Nov 2019
Other Information
Notice Type : Tender
TOT Ref.No.: 37214682
Document Ref. No. : GASSLIP/S/009
Competition : ICB
Financier : African Development Bank (AfDB)
Purchaser Ownership : -
Tender Value : Refer Document
Purchaser's Detail
Purchaser : MINISTRY OF SANITATION AND WATER RESOURCES
Attn: The Project Coordinator
Greater Accra Sustainable Sanitation and Livelihoods improvement Project (GASSLIP)
Box MB 201, Accra
Tel: 0302 234944; 0302 228791;
Ghana
Email :gasslipmswr@gmail.com
Tender Details
Expression of Interest are invited for Consultancy Service for the Development, Operationalizing & Maintenance of a Call Center.
GREATER ACCRA SUSTAINABLE SANITATION AND LIVELIHOODS IMPROVEMENT PROJECT (GASSLIP)
The Project aims to increase access to safe and sustainable sanitation to the residents of the Greater Accra Metropolitan Area (GAMA), targeting the urban and peril-urban poor residents. The Project will provide domestic and municipal level sanitation infrastructure, support skills development and livelihood improvements, and enhance the capacity of sanitation service providers and the participating local government authorities to better deliver and manage climate resilient sanitation services within GAMA.
The overall objective of the Project is to improve the socio-economic well-being and health standards of the urban poor within the Greater Accra Metropolitan Area. The specific objectives are (a) to increase access to improved and sustainable climate resilient sanitation and hygiene with improved livelihoods for the urban poor, and (b) to strengthen public and private sector capacity to better deliver and manage sanitation infrastructure and services.
OBJECTIVE
GASSLIP is seeking a consulting firm or an agency to develop appropriate solution/ proposal
in order to fully outsource the call center operation to a third party. The requirement entails the
ability for handling calls through EPABX system, Head Phones, IVRS, ACD and CRM
database with call recording facilities. The detailed information about the call center is
mentioned belowSCOPE
The consulting firm or agency will be required to provide a feasibility study which will include
data and information not limited to the following;
i. The architecture/design of the call center, appropriate land space and location for
each MMDAs in GAMA
ii. Design and implement a business model that will ensure sustainability of the centre
iii. Design work station fixtures and console of staff for each station. The components
of equipment and logistics for implementation.
iv. The recruitment and training schedule of staff to operate the call center.
v. Appropriate networking provider for the call centers and contractual agreement
vi. Operation, maintenance and financial projections for the call centers.
vii. Facilities management & maintenance of all type of computer hardware and
software required for the call center solution. The requested call center facility
should have adequate power back up of at least two hours battery backup as well as
a standby power generator
viii. Understand the current and future Call Center requirement of GASSLIP
ix. Complete setup of call center and design, size, procure, deploy and maintenance of
the call center solution included in the scope.
x. The implementation will consist of implementing the proposed call center as per the requirements of the GASSLIP.
xi. Network architecture at required call center should be devised and implemented considering government guidelines & citizens’ convenience. xii. Integration of IVRS.
Interested consultants may obtain further information at the address below during office hours
from 9.00am to 4pm Monday through Friday (excluding public holidays) at the address below.
Expression of Interest in English (One Original, Three (3) copies and 1 Soft Copy), must be
delivered to the address below in written form clearly marked GASSLIP- CONSULTANCY
SERVICE FOR THE CONSULTANCY SERVICES FOR THE DEVELOPMENT,
OPERATIONALIZING & MAINTENANCE OF A CALL CENTER - GASSLIP/S/009
by 4.00 pm on 22nd Novemeber 2019.
Attn: The Project Coordinator
Greater Accra Sustainable Sanitation and Livelihoods improvement Project (GASSLIP)
Box MB 201, Accra, Ghana
Physical Location
GASSLIP Offices Kwame Nkrumah Circle
Ring Road West, Opposite Awudome Cemetery (Accra Sewerage Offices)
Ghana Post Digital Address: GA-135-5412
Tel: 0302 234944; 0302 228791;
Documents
Tender Notice