SQ#203-2017 FOR DOF/QMS- ENGAGEMENT OF INDIVIDUAL Tender - 14610864

Procurement Summary

Country: Philippines

Summary: SQ#203-2017 FOR DOF/QMS- ENGAGEMENT OF INDIVIDUAL CONSULTANT TO ASSESS CUSTOMER SATISFACTION AND EMPLOYEE SATISFACTION OF THE DOF IN 2017

Deadline: 10 Jul 2017

Posting Date: 06 Jul 2017

Other Information

Notice Type: Tender

TOT Ref.No.: 14610864

Document Ref. No.: SQ#203-2017 FOR DOF/QMS- ENGAGEMENT OF INDIVIDUA

Competition: ICB

Financier: Self Financed

Purchaser Ownership: -

Tender Value: Refer Document

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Tender Details

SQ#203-2017 FOR DOF/QMS- ENGAGEMENT OF INDIVIDUAL CONSULTANT TO ASSESS CUSTOMER SATISFACTION AND EMPLOYEE SATISFACTION OF THE DOF IN 2017
ENGAGEMENT OF INDIVIDUAL CONSULTANT TO ASSESS CUSTOMER SATISFACTION AND EMPLOYEE SATISFACTION OF THE DEPARTMENT OF FINANCE 2017
THE CONSULTANT MUST HAVE EXPOSURE AND WORKING KNOWLEDGE ON THE REQUIREMENTS OF ISO 9001:2015 AND THE ISO 10004/TS CUSTOMER SATISFACTION- GUIDANCE FOR MEASURING AND MONITORING
Republic of the Philippines
DEPARTMENT OF FINANCE
Roxas Boulevard Corner Pablo Ocampo Sr. Sts.
1004 Manila
2017 CUSTOMER and EMPLOYEE SATISFACTION SURVEYS
TERMS OF REFERENCE
PROJECT SUMMARY
The project will assess the level of DOF-s customer and employee satisfaction as a way of determining the effectiveness of the certified processes, under Clause 4 of ISO 9001:2015 standard requiring the organization to monitor and review the requirements of the interested parties that are relevant to the quality management system.
The Consultant is expected to have a working knowledge on the application of ISO 9001:2015 standard on the DOF quality management system certified processes and guided by ISO/TS 10004-Customer Satisfaction Guidelines for Measuring and Monitoring.
Background and Objective
The DOF, through its Quality Management Systems Project Team, is engaging the consultant to conduct a customer satisfaction survey for the Department, particularly offices that are ISO certified. It also seeks the assistance of the consultant to assess the level of employee satisfaction within the Department.
The overall goal of this Project is to determine the level of satisfaction of the customers and employees of the Department of Finance (DOF) for the year 2017. Specifically, this Project aims to:
1. Develop the appropriate customer and employee satisfaction assessment tools;
2. Ascertain the level of customer satisfaction for each of the selected DOF service units (e.g. Revenue Office (RO); Municipal Development Fund Office (MDFO), Central Financial Management Office (CFMO), Central Administration Office (CAO); Central Management Information Office (CMIO) and Legal Affairs Office (LAO);
3. Ascertain the level of satisfaction of DOF permanent and outsourced employees; and
4. Determine and validate the elements and drivers of customer and/or employee satisfaction that the DOF should focus on.
Survey Methodology
The consultant shall recommend methodologies on how the survey will be conducted depending on the DOF-s present undertakings and needs.
Scope of Work
As defined in the guidelines for monitoring and measuring Customer Satisfaction (ISO/TS 10004, -œcustomer- as an -œorganization or person that receives a product- . The two surveys would cover those DOF customers (of the selected DOF offices and/or units) that receive a product or service from DOF. Other DOF partners and/or stakeholders, especially those who supply products and/or services to DOF are generally not DOF customers, but may be considered as customers of the DOF offices/units responsible for the release of payments to these suppliers.
For the customer satisfaction, the survey shall cover a statistically acceptable sample of all DOF customers of the selected service units (e.g. RO, MDFO, CFMO, CAO, CMIO and LAO) in 2017. The study shall cover the general topic of customer satisfaction, including the factors that affect it, as determined by the DOF Customer Satisfaction (CS) Model.
For the employee satisfaction, on the other hand, the survey shall cover a statistically acceptable sample all DOF permanent and outsourced employees in 2017; and shall cover the general topic of relevant areas of employee satisfaction, including the factors that affect it, as determined by the DOF Employee Satisfaction (ES) Model.
The Consultant shall be responsible for the overall technical supervision of the study, while the DOF, through a designated survey team, shall be responsible for the actual administration of the surveys.
DOF Sample Breakdown:
SERVICE UNITS POPULATION SAMPLE SIZE
[EXTERNAL] CUSTOMERS
CFMO 249 130
MDFO 30 28
RO 36 32
CMIO unknown 267
Sub-Total: External 315 457
[INTERNAL] EMPLOYEES
Permanent 387 160
Outsourced 165 103
Contractual 11 11
Sub-Total: Internal 521 256
Total 836 713
Deliverables and Activities
The Consultant must undertake the following activities and come up with the deliverables as enumerated below:
-c Develop a DOF Customer Satisfaction (CS) Model
-c Develop a DOF Employee Satisfaction (ES) Model
-c Develop data collection tools for CS and ES
-c Develop the DOF CS and ES Online Survey Design
-c Supervision on survey administration
-c Data generation and processing
-c Presentation of interim highlights and key findings - for the CS and ES in hard and digital format
-c Presentation of draft CS and ES Report to DOF Management
-c Final report on CS and ES Satisfaction Survey and recommendations for improvement in hard and digital format
Approved Budget for the Contract
They surveys will be undertaken for the amount of P1, 000, 000.00, inclusive of VAT and other applicable taxes which run for five (5) months starting July 2017. The indicative payment scheme is as follows:
OUTPUT/MILESTONE
% OF PAYMENT
1. Submission and approval of survey methodology 10%
2. Submission and approval of DOF CS and ES Model 15%
3. Submission and approval of DOF CS and ES data collection tools 10%
4. Submission and approval of DOF CS and ES online survey design 10%
5. Presentation of interim highlights and key findings - for the CS and ES in hard and digital format
15%
6. Presentation of draft CS and ES Report to DOF Management 25%
7. Final report and acceptance of CS and ES Satisfaction Survey and recommendations for improvement in hard and digital format 15%
TOTAL 100%
Qualifications of the Researcher Consultant
-c Has at least three (3) years experience in conducting customer satisfaction researches and surveys including analysis and interpretation;
-c Has provided services to government agencies with methodologies which internationally accepted;
-c Has working knowledge on the application of ISO 9001:2015 standard and guidelines in monitoring customer satisfaction
-c The DOF expects the performance of the aforementioned duties with the highest standards of professionalism.
The data/reports that will be generated by the Consultant in this engagement shall be for the DOF official use only and cannot be used as reference nor publish material other than the DOF.
The CS and ES satisfaction survey report might be covered for audit by the Certifying Body in December 2017.
Line Items
Item No.Product/Service NameDescriptionQuantityUOMBudget (PHP)
1ENGAGEMENT OF INDIVIDUAL CONSULTANT TO ASSESSplease see attached description1Lot999, 948.00
Closing Date : 2017-07-10

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