HANDS
Establishment of Customer Relation Center at Municipal Committee Jacobabad
HANDS
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Posted date 17th January, 2025 Last date to apply 20th January, 2025
Category Consultancy

The establishment of a Customer Relation Center (CRC) is critical to enhancing the Municipal Committee Jacobabad’s capacity to deliver efficient and citizen-centric services. Such a center will serve as a centralized platform for addressing citizen queries, managing bill distribution and collection, and promoting digital payment solutions. It will also play a pivotal role in building trust between the municipal authorities and the community by ensuring transparent communication and streamlined service delivery. Additionally, the center will support ongoing efforts to educate citizens on the importance of timely payments, thereby improving revenue generation and enabling better municipal services.

Objective of the Assignment: To design, implement, and operationalize a fully functional Customer Relation Center that enhances service delivery, citizen engagement, and revenue collection for the Municipal Committee Jacobabad.

Scope of Work: The selected service provider will be responsible for:

1.     Infrastructure Development:

  • Designing and developing the physical and operational framework for the center.

  • Equipping the center with necessary tools and technology to enhance service delivery.

2.     Citizen Engagement:

  • Supporting the willing-to-pay campaign to educate citizens on the benefits of timely and regular payments.

3.     Bill Collection Operations:

  • Onboarding six (6) Bill Collection Officers to ensure efficient bill collection services.

  • Facilitating digital payment integrations through platforms like JazzCash, Easypaisa etc

  • Driving payment compliance through proactive community engagement campaigns.

Compensation Structure: To attract and retain competent personnel, the following compensation structure is proposed:

1.     Fixed Pay:

  • A fixed salary for the Bill Collection Officers.
  • Incentives linked to the number of bills successfully collected.

2.     Performance-Based Incentives:

Deliverables:

  1. Fully operational Customer Relation Center with necessary infrastructure and technology.
  2. Trained Bill Collection Officers with defined roles and responsibilities.
  3. Integrated digital payment solutions for efficient bill collection.
  4. Comprehensive citizen engagement campaigns to promote payment compliance.
  5. Increased bill recovery from the community for Municipal Committee Jacobabad
  6. Monitoring and evaluation reports on CRC performance and revenue collection.

Qualifications and Requirements: For Firms:

  1. A registered service provider with experience in establishing customer service centers or similar projects.
  2. Proven expertise in infrastructure development, staff onboarding, and technology integration.
  3. Strong understanding of digital payment systems and community engagement strategies.
  4. A portfolio showcasing similar projects.

Proposal Requirements:

1. Technical Proposal:

  • Approach and methodology for CRC development and operations.
  • Detailed work plan and timeline.

2.     Financial Proposal:

  • Itemized budget, including infrastructure, personnel, and operational costs.

3.     Portfolio and References:

  • Examples of previous work and client testimonials.

Evaluation Criteria:

  1. Technical expertise and experience (40%).
  2. Feasibility and innovation in the proposed approach (30%).
  3. Cost-effectiveness of the financial proposal (20%).
  4. Capacity to deliver within the specified timeline (10%).

Contact Information: For inquiries, please contact: Mr. Tahir Cell # 0300-2019789

TOR with Consultant/Advisor

1-  The following is the schedule of Milestones associated with the program which has been agreed upon

between HANDS and the Recipient for payment under this Agreement.

2-  The accomplishment of each milestone will be based on the successful submission or completion of the tasks or

deliverables delineated for that milestone.

Establishment of Customer Relation Center at Municipal Committee Jacobabad

Milestone

Description

Required Deliverable

Timeline

 

MS1

Finalize project plan, including timelines, resource allocation, and risk management strategy.

Inception Report with approach and methodoligy. Finalized Work Plan with timelines and deliverables

1 week after contract signing.

 

 

MS2

 

Design and set up the physical and operational framework for the CRC.

Layout/design and infrastructure plan. Procurement of necessary equipment and technalogy. Setup of digital payment systems (Jazz Cash, Easy paisa)

 

4-6 weeks after project initiation.

 

MS3

Hire and train six Bill Collection Officers to ensure efficient bill collection.

Recruitment and onboarding of six Bill Collection Officers. Train materials and sessions.

2-3 weeks after infrastructure setup.

 

MS4

Roll out an educational campaign to promote timely payments and the benefits of digital payment systems.

(Compaign materials posters, flyers, social media content). Public outreach plan and engagement activities.

2 weeks after onboarding Bill Collection Officers.

 

MS5

Ensure the CRC is fully operational with all services and payments being processed effectively.

Fully functional CRC with operational staff. Activie digital payment integrations for bill payments

4 weeks after citizen engagement campaign

 

 

MS6

 

Monitor the CRC’s performance, evaluate outcomes, and prepare a final report with recommendations.

Monitoring and evaluation report with CRC performance, citizen engagement, and billing recovery, Final report with recommendations for improvement.

Ongoing throughout the project, with final report at the end of the project cycle.

 

Payment Schedule

 

S#

S#

 

 

 

 

Payment Stage

 

 

 

1

Completion of MS1

10%

 

 

2

Completion of MS2

15%

 

 

3

Completion of MS3

15%

 

 

4

Completion of MS4

15%

 

 

5

Completion of MS5

15%

 

 

6

Completion of MS6

30%

 

 

 

 

Cooperative Agreement

72039122CA00004

 

Country

Pakistan

Geographic Code

937

Issue Date of project

31 August 2022

End Date of project

30 August 2025

Title

Water Governance for Sindh (WGS) Activity

Issuing Office & Email Address for Submission of Proposals

WGS-HANDS Supply Chain Department, Plot #158, Off M9 (Karachi – Hyderabad) Motorway, Gadap Road adjacent to Baqai University, Karachi, Pakistan

Email: Head of Department , Supply Chain Department ([email protected])

Subject Line: Response to Feasibility Services Provider for Customer Relation Centre RFP

Deadline for Questions/ Proposals Submission1

Questions Due Date: 18th - January-2025 by 5:00 PM PST

Proposal Due Date: 20th January 2025

Point of Contact

Supply Chain Department

Anticipated Award Type

Consultancy Agreement

1 Submission should not include any zipped files. HANDS will review submitted proposals after the closing date and may request additional documentation after the proposal deadline.

Apply By:

Email: Head of Department , Supply Chain Department ([email protected])

Subject Line: Response to Feasibility Services Provider for Customer Relation Centre RFP

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