Ethiopia Digital ID for Inclusion and Services Project (Эфиопия - Тендер #62475960)

• Project ID

P179040

• Project Title

Ethiopia Digital ID for Inclusion and Services Project

• Country

Ethiopia

• Notice No

OP00346877

• Notice Type

Invitation for Bids

• Notice Status

Published

• Borrower Bid Reference

ET-NIDP-461842-NC-RFP

• Procurement Method

Request for Proposals

• Language of Notice

English

• Submission Deadline Date/Time

May 06, 2025 10:00

• Published Date

Mar 20, 2025

• CONTACT INFORMATION
• Organization/Department

Prime Minster Office, National ID Program

• Name

Mesfin Belachew

• Address

Bole Wolo Sefer Ethio-China Street Addis Ababa, Ethiopia

• City

• Province/State

Ethiopia

• Postal Code

• Country

Ethiopia

• Phone

0911791462

• Email

mesfin@id.gov.et

• Website

https://id.gov.et/

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:

• The bidder should have a minimum 5 years of experience in call center management including managing call centers for Government/ Private entities.
• 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)
• 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.
• 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.
• 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

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