| 1.0 INTRODUCTION The Nigeria Deposit Insurance Corporation (NDIC) wishes to invite reputable and competent Companies with good track record of performance and experience to tender for the Supply and Installation of Helpdesk Software for the Corporation. 2.0 PROJECT FOR TENDER Supply and Installation of Helpdesk Software for the Corporation (NDIC). 3.0 SCOPE OF WORK 1. Multi-channel: The contact centre solution should be integrated to NDIC’s platforms e.g website, email, mobile app, social media channels and helpdesk line (Voice). It should also unify conversations from these channels. 2. Ticket Automation: Creating, categorizing, prioritizing and tracking of tickets. 3. Reporting & Analytics: An analytics tool to help monitor helpdesk productivity, measure customer satisfaction and optimize workload. Reports can also be generated and visualized to provide insight. 4. Remote Access: A Cloud-based solution that is accessible by NDIC’s helpdesk agents from anywhere using the right tools and access credentials. 5. Knowledge base: A frequently updated database with information on failed and live banks, the banking sector, access to NDIC publications and other relevant information to aid agents in providing appropriate responses. The knowledge base should be integrated into the software for quick search and access. 6. AI Module: Integration of a ChatBot to NDIC’s website and other messaging channels for response to FAQ and for first-level contact. 7. Infrastructure: The contact centre solution should be a Cloud-based solution, in compliance with Nigeria Cloud Computing Policy by NITDA 8. Onboarding, Training & Support: Deployment of the Live Application into the NDIC environment, integration of NDIC’s helpdesk line, training of users and continuous technical support. 4.0 REQUIREMENTS 1. System Integration: Ability to integrate the contact centre solution with existing systems and applications used by the Corporation. 2. Network and Infrastructure: The contractor should have knowledge of network architecture, routing, and security to ensure that the contact centre solution is properly installed and configured within the Corporation’s network infrastructure. 3. Cloud Infrastructure: The contractor should have knowledge of Cloud-based solutions and ensure seamless integration with the Corporation’s systems. 4. Configuration and Customization: The contractor should be able to configure the contact centre solution to meet the specific needs of the Corporation, including setting up workflows, call routing rules, and other system settings. 5. Testing: The contractor should be able to perform comprehensive testing of the contact centre solution to ensure that it is working as expected. 6. Training: The contractor should be able to provide training to the Corporation’s staff on how to use the contact centre solution. 7. Maintenance and Support: The contractor should be able to provide ongoing maintenance and support for the contact centre solution, including regular updates and bug fixes. 8. Local Presence: The proposed solution must be implemented in one or more institutions in the Nigerian Public Sector or Financial Sector. 9. The contractor should have a deep understanding of best practices and industry standards for contact centre solutions, including call centre management, customer experience, and reporting and analytics. This may include some or all of the following: a. ITIL b. ISO 9001 c. Customer Experience (CX) Best Practices 4.0 ELIGIBILITY CRITERIA Interested bidder(s) for the above project are required to provide the following bidding requirements for the project. All bids must be accompanied with the following: i) Evidence of Certificate of Incorporation with the Corporate Affairs Commission (CAC) including Form CAC1.1 or CAC2 and CAC7. ii) Evidence of Company’s Income Tax Clearance Certificate for the last three (3) years valid till 31st December, 2023; with minimum average annual turnover of iii) Evidence of Pension Clearance Certificate valid till 31st December, 2023 (this requirement is only applicable to bidders whose number of staff is 15 and above); iv) Evidence of Industrial Training Fund (ITF) Compliance Certificate valid till 31st December, 2023 (this requirement is only applicable to bidders whose number of staff is 5 and above or the bidder’s annual turnover is N50m and above); v) Evidence of Nigeria Social Insurance Trust Fund (NSITF) Clearance Certificate valid till 31st December, 2023; vi) Evidence of Registration on the National Database of Federal Contractors, Consultants and Service Providers by submission of Interim Registration Report (IRR) expiring on 31st December, 2023 or valid Certificate issued by BPP. vii) Sworn Affidavit: – disclosing whether or not any officer of the relevant committees of the Nigeria Deposit Insurance Corporation or the Bureau of Public Procurement is a former or present Director, shareholder or has any pecuniary interest in the bidder and to confirm that all information presented in its bid are true and correct in all particulars; – that no Director has been convicted in any Country for any criminal offence relating to fraud or financial impropriety or criminal misrepresentation or falsification of facts relating to any matter; | – that the Company is not in receivership, the subject of any form of insolvency or bankruptcy proceedings or the subject of any form of winding up petition or proceedings; – that the company does not have existing loan or financial liability with a bank, other financial institution or third party that is classified as doubtful, non-performance, bad or whose repayment portion has been outstanding for the last four (4) months; viii) Company’s Audited Accounts for the last three (3) years – 2020, 2021 & 2022; ix) Reference Letter from a reputable commercial bank in Nigeria, indicating willingness to provide credit facility for the execution of the project when needed; x) Company’s Profile with the Curriculum Vitae of Key Staff to be deployed for the project, including copies of their Academic/Professional qualifications such as COREN, QSRBN, ARCON, CORBON etc.; xi) Verifiable documentary evidence of at least three (3) similar jobs executed in the last five (5) years including Letters of Awards, Valuation Certificates, Job Completion Certificates and Photographs of the projects; xii) Evidence of Authorisation of the Original Equipment/Software Manufacturer; xiii) For Joint Venture/Partnership, Memorandum of Understanding (MoU) should be provided indicating among others the Lead Partner (CAC, Tax Clearance Certificate, Pension Clearance Certificate, ITF Compliance Certificate, NSITF Clearance Certificate, IRR & Sworn Affidavit are compulsory for each JV partner); xiv) All documents for submission must be transmitted with a Covering/Forwarding letter under the Company/Firm’s Letter Head Paper bearing amongst others, the Registration Number (RC) as issued by the Corporate Affairs Commission (CAC), Contact Address, Telephone Number (preferably GSM No.), and e-mail address. The Letterhead Paper must bear the Names and Nationalities of the Directors of the Company at the bottom of the page, duly signed by the authorised officer of the firm. Note: Technical Bid should have a Table of Content and be paginated. 5.0 COLLECTION OF TENDER DOCUMENTS Interested Companies are to collect the Standard Bidding Document (SBD) from the Procurement and Management Services Department, 2nd Floor, NDIC Headquarters, Plot 447/448 Constitution Avenue, Central Business District, Abuja on evidence of payment of a non-refundable tender fee of 6.0 SUBMISSION OF TENDER DOCUMENTS Prospective bidders are to submit three (3) hard copies each of the Technical and Financial bids with a soft copy of financial bid only in MS Excel format, packaged separately in sealed envelopes and clearly marked “Technical Bid” and “Financial Bid”. Thereafter, put the two sealed envelopes together in a bigger sealed envelope addressed to: Director, Procurement & Management Services Department, (PMSD) Nigeria Deposit Insurance Corporation (NDIC), Plot 447/448 Constitution Avenue, Central Business District, Abuja, Nigeria. Clearly marked “TECHNICAL AND FINANCIAL TENDER FOR THE SUPPLY AND INSTALLATION OF HELPDESK AUTOMATION SOFTWARE FOR THE CORPORATION (NDIC). Furthermore, on the reverse side of each sealed envelope should bear the name and address of the bidder and drop in the designated Tender Box on the Ground floor, reception area at the Head Office Building not later than 11: 00a.m Monday, 17th April 2023. 7.0 OPENING OF TECHNICAL BIDS Only the technical bids will be opened immediately after the deadline for the submission at 11: 00a.m Monday, 17th April 2023, at the Ground Floor, Visitors waiting room, NDIC Head Office Building in the presence of the bidders or their representatives, while the Financial bids will be kept un-opened. Please, ensure that you sign the Bid Submission Register on the 2nd floor, with the Procurement and Management Services Department, as NDIC will not be held liable for misplaced or wrongly submitted bids. Further requisite information required can be obtained from the NDIC website or e-mail address info@ndic.gov.ng. 8.0 GENERAL INFORMATION i) Bids must be in English Language and signed by an official authorised by the bidder. ii) Bids submitted after the deadline for submission would be returned un-opened. iii) All costs will be borne by the bidders. Only pre-qualified bidders at technical evaluation will be invited at a later date for financial bids opening, while the i) financial bids of un-successful bidders will be returned un-opened; ii) Where a bid is submitted by a joint venture (JV) partners, each member of the JV must fulfil requirements i to vii under eligibility criteria. iii) NDIC is not bound to pre-qualify any bidder and reserves the right to annul the procurement process at any time without incurring any liabilities in accordance with Section 28 of the Public Procurement Act, 2007. SIGNED: MANAGEMENT |
