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Request For Proposals (RFP) for 24 Hours Interactive Voice Response (IVR) System

Equal Access to Knowledge Development Initiative

Request For Proposals (RFP)

RFP No. 2020-EAI-NG12-0001

24 Hour Interactive Voice Response (IVR) System

Issue Date: January 14, 2019

WARNING: Prospective Offerors who have received this document from a source other than theEqual Access To Knowledge Development Initiative (Equal Access), No.28 Wada Aliyu Road, Ahmadu Bello Way, Nassarawa GRA Kano, should immediately contact [email protected]provide their name and mailing address in order that amendments to the RFP or other communications can be sent directly to them. Any prospective Offeror who fails to register their interest assumes complete responsibility in the event that they do not receive communications prior to the closing date. Any amendments to this solicitation will be issued and posted via e-mail.

1. Request For Proposal

Equal Access invites qualified vendors to submit a Proposal to provide accounting services for the purposes of the organization’s audit requirements; as outlined below

1. RFP No.: No.#2019-EAI-NG12-0001
2. Issue Date: January 14, 2019
3. Title: 24 Hour Interactive Voice Response System
4. Issuing Office & Email/Physical Address for Submission of Proposals: Equal Access To Knowledge Development Initiative, 28 Wada Aliyu Road, Ahmadu Bello Way NassarawaGovernment Residential Area (GRA), Kano City, Kano State, Nigeria E-Mail:[email protected]
5. Deadline For Questions: Questions are due by 1.00pm, Kano, Nigeria local time on Friday January 17, 2020.
6. Deadline for Receipt of Proposals: Proposals are due by 1.00pm, Kano, Nigeria local time on Tuesday, January 28, 2020.
7. Point of Contact:[email protected]
8. Anticipated Award Type: Firm Fixed Price Purchase Order
9. Basis For The Award: An award will be made based on the Trade Off Method. The award will be issued to the responsible and reasonable offeror who provides the best value to Equal Access using a combination of technical and cost/price factors.
10. General Instructions To Offerors: Late offers will be rejected except under extraordinary circumstances at EAI’s discretion. Submission of Proposals- Proposals must be in English and sent as soft copy to [email protected] All proposals must be signed and stamped by the Offeror. Offerors shall confirm in writing that the Offeror fully understands that their proposal must be valid for a period of ninety (90) days by signing the Attachment B: Cover Letter. Offers must show unit prices, extensions and total price. All items, services etc. must be clearly labeled and included in the total price. Quotations must be a fixed price, expressed in Nigerian Naira (NGN).
11. Invoice Payment and Value Added Tax (VAT): Payment will be made upon issue of a Purchase Order and made in Nigerian Naira. Payment will include total prices of goods or service inclusive of VAT.
12. Scope of Work Requirements For Technical Acceptability: Equal Access seeks vendors to provide their accounting services for our scheduled annual audits as outlined in Attachment A. In addition to meeting the requirements listed above, Offerors are required to meet or exceed the significant non-cost factors listed below:
13. Copy of Brochure
14. Copy of Warranty Certificate
15. Past Performance (Attachment C)
16. Cover Letter (Attachment A); and
17. ICAN Registration A complete offer must include all of the above. Failure to adhere with instructions described herein may lead to disqualification.
18. Compliance With Terms & Conditions: Offerors shall be aware of the general terms and conditions for an award resulting from this RFP. The selected Offeror shall comply with all Representations and Certifications of Compliance listed in Attachment D.
19. Procurement Ethics: By submitting an offeror, offerors certify that they have not/ will not attempt to bribe or make any payments to EAI employees in return for preference, nor have any payments with Terrorists, or groups supporting Terrorists, been attempted. Any such practice constitutes an unethical, illegal and corrupt practice and either the Offeror or the EAI staff may report violations to the Toll-Free Ethics and Compliance Anonymous at +1 855-603-6987 or via the EAI website.
20. Offerors Agreement With Terms & Conditions: The completion of all RFP requirements in accordance with the instructions in this RFP and submission to EAI of a quote will constitute an offer and indicate the Offeror’s agreement to the terms and conditions in this RFP and any attachments hereto. Issuance of this RFP in no way obligates EAI to award a purchase order, nor does it commit EAI to pay any costs incurred by the Offeror in preparing and submitting the quote. Equal Access has the right to increase or decrease the goods and serviced outlined within this RFP.
21. Determination of Responsibility: Equal Access will not enter into any type of agreement with a vendor prior to ensuring the vendor’s responsibility. When assessing a vendor’s responsibility, the following factors are taken into consideration:
22. Provide copies of the required business licenses to operate in the host country.
23. The source, origin and nationality of the services are not from a Prohibited Country (explained below).
24. Ability to comply with required or proposed delivery or performance schedules.

1. Introduction & Purpose

1.1 Purpose

Equal Access invited qualified vendors to submit proposals to provide a24-Hour Interactive Voice Response System for our organization’s programming requirements. The Issuing Office and Contact Department noted in above synopsis is the sole point of contact at Equal Access for the purposes of this RFP. Any prospective offeror who fails to register their interest with this office assumes complete responsibility in the event that they do not receive direct communications (amendments, answers to questions etc.) prior to the closing date.

1.2 Type of Award Anticipated

Equal Access anticipates awarding a Firm Fixed Price Agreement. This agreement type is subject to change during the course of negotiations.

2. General Instructions To Offerors

2.1 General Instructions

“Offeror”, “Subcontractor”, and/or “Bidder” means a firm proposing the work under this RFP. “Offer” and/or “Proposal” means the package of documents the firm submits to propose the work.

Offerors wishing to respond to this RFP must submit proposals, in English, in accordance with the following instructions.Offerors are required to review all instructions and specifications contained in this RFP. Failure to do so will be at the Offeror’s risk.If the solicitation is amended, then all terms and conditions not modified in the amendment shall remain unchanged.

Issuance of this RFP in no way obligates Equal Access to award a subcontract or purchase order. Offerors will not be reimbursed for any costs associated with the preparation or submission of their proposal. Equal Access shall in no case be responsible for liable for these costs.

Proposals are due no later than Tuesday, January 28, 2020 at 1.00pm (Nigeria Time)to be submitted via e-mail to the Equal Access procurement email address[email protected] , with the inclusion of the RFP Number and Title of The RFP included in the subject line of the e-mail body, with the inclusion of the Cover Letter, Technical Proposal and Cost Proposal. Late offers will be rejected , except under extraordinary circumstances and at EAI’s discretion. All proposals which are submitted in hardcopy shall be sealed and labeled with the RFP Number.

Thesubmission to Equal Access of a proposal in response to this RFP will constitute an offer and indicates the Offeror’s agreement to the terms and conditions in this RFP and any attachments hereto. Equal Access reserves the right not to evaluate a non-responsive or incomplete proposal.

2.2 Proposal & Cover Letter

A cover letter shall be included with the proposal on the Offeror’s company letterhead with a duly authorized signature and company stamp/seal using Attachment A as a template for the format. The Cover Letter shall include the following items:

· The offeror will certify a validity period of 90 calendar days for the prices provided

· Acknowledge the solicitation amendments received.

2.3 Questions Regarding The RFP

Each Offeror is responsible for reading and complying with the terms and conditions of this RFP. Requests for clarification or additional information must be submitted in writing via email or in writing to the Issuing Office as specified in the Synopsis above. No questions will be answered by phone. Any verbal information received from anEqual Access employee or other entity shall not be considered as an official response to any question regarding this RFP. Copies of questions and responses will be distributed in writing to all prospective bidders who are on record as having received this RFP after the submission date specified in the synopsis above.

3. Questions Regarding The RFP

The Technical Proposals shall be sealed in a separate envelope from cost/price proposals and shall be clearly labeled as “TECHNICAL PROPOSAL”. The Technical proposals shall include the following contents

· Technical Approach – Description of the proposed services which meets or exceeds the stated technical specifications or scope of work. The proposal must show how the Offeror plans to complete the work and describe an approach that demonstrates the achievement of timely and acceptable performance of the work.

· Management approach – Description of the Offeror’s staff assigned to the project. The proposal should describe how the proposed team members have the necessary experience and capabilities to carry out the Technical Approach.

· Past Performance –Provide a list of at least three (3) recent awards of similar scope and duration. The information shall be supplied as atable and shall include the legal name and address of the organization for which services were performed, a description of work performed, the duration of the work and the value of the contract, description of any problems encountered and how it was resolved, and a current contact phone number of a responsible and knowledgeable representative of the organization. See Attachment F.

3.1 Services Specified

For this RFP, Equal Access in need of the services described under Section 4.2

3.2 Technical Evaluation Criteria

Each proposal will be evaluated and scored against the evaluation criteria and evaluation sub-criteria, which are stated in the table below. Cost/Price proposals are not assigned points, but for overall evaluation purposes of this RFP, technical evaluation factors other than cost/price, when combined, are considered “significantly more important thancost/price factors.

1. Past experience in establishing and providing Interactive Voice Response Systems. These systems should include;
2. License and Short Code for IVR (Incoming & Outgoing Calls) and SMS Text Messaging (Informative & Interactive)
3. Provide Point2Point Connectivity (Wireless) between the Equal Access Nigeria Country Office and Nigeria Telecommunications MSC “The Mobile Switching Center” for Nigerian Media Server and SMS Application Integration With Operator Media Gateway/SIP Trunk and SMSC/SMPP Account.
4. Provide bandwidth requirements VOIP SIP Server (SIP Trunks with I44 SIP Channels)
5. Timeline for the local telecommunications operators to set up a P2P Connectivity/Short Code Routing / SIP Truck configurations/SMPP Account configuration and CBS “Core Billing System” (Toll-Free billing mechanism with all operators in Nigeria)
6. Package rates and charges per call (Inbound & Outbound) & Pre SMS (MT “Mobile Terminated” and MO “Mobile Originated”)

30 Points

1. Minimum of 5 years of relevant prior experience in supporting the establishment of Interactive Voice Response Systems for international Non-Governmental Organizations

10 Points

1. Record of personnel that demonstrate extensive knowledge and experience in the establishment of Interactive Voice Response Systems for international Non-Governmental Organizations within Nigeria.

10 Points

1. Strong working knowledge of international NGO IVR requirements and system capabilities.

10 Points

1. Demonstrated experience in the establishment of 24-Hour Interactive Voice Response Systems for international Non-Governmental Organizations within Nigeria.

10 Points

1. Financial Competitiveness of the Proposal

30 Points

4. Instructions For The Preparation of Cost/Price Proposals

4.1 Cost/Price Proposals

Cost/Price proposals shall be sealed in a separate envelope from technical proposals and shall be clearly labeled as “COST/PRICE PROPOSAL”.Provided in AttachmentB is a template for the Price Schedule, for Firm-Fixed Price awards. Please submit the Price Schedule in the format attached as Attachment B. Please note that costs listed within are fixed and need to be addressed. However, there are other lines listed that can be customized if offerors believe cost should be considered. The Offeror shall provide a fully detailed budget and Offerors shall complete the template including as much detailed information as possible. It is important to note that Value Added Tax (VAT) shall be included on a separate line. These services are not eligible for VAT exemption under the Equal Access prime contract. The Subcontractor is responsible for all applicable taxes and fees, as prescribed under the applicable laws for income, compensation, permits, licenses, and other taxes and fees due as required.

5. Basis of Award

5.1 Best Value Determination

Equal Access will review all proposals and make an award based on the technical and cost evaluation criteria stated above and select the offeror whose proposal provides the best value to Equal Access. Equal Access may also exclude an offer from consideration if it determines that an Offeror is “not responsible”, i.e. that it does not have the management and financial capabilities to perform the work required. Evaluation points will not be awarded for cost. Cost will primarily be evaluated for realism and reasonableness. EAI may award to a higher priced offeror if a determination is made that the higher technical evaluation of that offeror merits the additional cost/price.EAI may award to an Offeror without discussions. Therefore, the initial offer must contain the Offeror’s best price and technical terms.

5.2 Responsibility Determination

Equal Access will not enter into any type of agreement with an Offeror prior to ensuring the Offeror’s responsibility. When assessing an Offeror’s responsibility, the following factors are taken into consideration.

· Provide evidence of the required business licenses to operate in the host country (Nigeria)

· Having adequate financial resources to finance and perform the work of deliver goods or the ability to obtain financial resources without receiving advance funds from Equal Access.

· Ability to comply with required or proposed delivery or performance schedules.

· Have a satisfactory past performance record

· Have a satisfactory record of integrity and business ethics.

· Have the necessary organization, experience, accounting and operational controls and technical skills.

· Be qualified and eligible to perform work under applicable laws and regulations.

6. Inspection & Acceptance

The designated Equal Access Project Manager will inspect from time to time the services being performed to determine whether the activities are being performed in a satisfactory manner and that all equipment or supplies are of acceptable quality and standards. The subcontractor shall be responsible for any countermeasures or corrective action, within the scope of the RFP, which may be required by the Equal Access Country Director as a result of such inspection.

7. Compliance With Terms & Conditions

7.1 General Terms & Conditions

Offerors agree to comply with the general terms and conditions for an award resulting from this RFP. The selected Offeror shall comply with all Representations and Certificates of Compliance listed in Attachment D.

8. Procurement Ethics

Neither payment nor preference shall be made by either the Offeror, or by any Equal Access staff, in an attempt to affect the results of the award. Equal Access treats all reports of possible fraud/abuse very seriously. Acts of fraud or corruption will not be tolerated and Equal Access employees and/or subcontractors/grantees/vendors who engage in such activities will face serious consequences. Any such practice constitutes an unethical, illegal and corrupt practice and either the Offeror or the Equal Access staff may report violations to the Toll-Free Ethics and Compliance Anonymous Hotline at +1 855-603-6987 or via the Equal Access Website, or via e-mail to [email protected] Equal Access ensures anonymity and an unbiased and serious review and treatment of the information provided. Such practice may result in the cancellation of the procurement and disqualification of the Offeror’s participation in this and future procurements. Violators will be reported and included in a Restricted Parties list, preventing them from participating in future Equal Access business.

Offerors must provide full, accurate and complete information in response to this solicitation. The penalty for materially false responses is prescribed in Section 1001 of Title 18 of the United States Code. In addition, Equal Access takes the payment of USG funds to pay terrorists, or groups supporting terrorists or other parties in exchange for protection very seriously. Should the terrorist groups or other parties attempt to extort or demand payment from your organization, you are required to immediately report the incident to the Equal Access Ethics and Compliance Anonymous Hotline at the contacts previously described.

By submitting an offer, Offerors certify that they have not/will not attempt to bribe or make payments to Equal Access employees in return for preference, nor have any payments made to terrorists or groups supporting terrorism.

9. Proposal Selection Criteria & Rating Ratio

10.1 Selection Criteria

1. Past experience in establishing and providing Interactive Voice Response Systems. These systems should include;
2. License and Short Code for IVR (Incoming & Outgoing Calls) and SMS Text Messaging (Informative & Interactive)
3. Provide Point2Point Connectivity (Wireless) between the Equal Access Nigeria Country Office and Nigeria Telecommunications MSC “The Mobile Switching Center” for Nigerian Media Server and SMS Application Integration With Operator Media Gateway/SIP Trunk and SMSC/SMPP Account.
4. Provide bandwidth requirements VOIP SIP Server (SIP Trunks with I44 SIP Channels)
5. Timeline for the local telecommunications operators to set up a P2P Connectivity/Short Code Routing / SIP Truck configurations/SMPP Account configuration and CBS “Core Billing System” (Toll-Free billing mechanism with all operators in Nigeria)
6. Package rates and charges per call (Inbound & Outbound) & Pre SMS (MT “Mobile Terminated” and MO “Mobile Originated”)

30 Points

1. Minimum of 5 years of relevant prior experience in supporting the establishment of Interactive Voice Response Systems for international Non-Governmental Organizations

10 Points

1. Record of personnel that demonstrate extensive knowledge and experience in the establishment of Interactive Voice Response Systems for international Non-Governmental Organizations within Nigeria.

10 Points

10.Strong working knowledge of international NGO IVR requirements and system capabilities.

10 Points

11.Demonstrated experience in the establishment of 24-Hour Interactive Voice Response Systems for international Non-Governmental Organizations within Nigeria.

10 Points

12.Financial Competitiveness of the Proposal

30 Points

10.2 Proposal Rating Ratio

Technical : 70%

Financial : 30%

10. Attachments

Attachment A: Proposal Cover Letter

[On Firm’s Letterhead]

TO: The Country Director

Equal Access International

28 Wada Aliyu Road Off Ahmadu Bello Way

Kano – Nigeria

We, the undersigned, provide the attached proposal in accordance with RFP-Click here to enter text.**-**Click here to enter text. Issued on Click here to enter text. Our attached proposal is for the total price of .

I certify a validity period of Click here to enter text. days for the prices provided in the attached Price Schedule/Bill of Quantities. Our proposal shall be binding upon us subject to the modifications resulting from any discussions.

Offeror shall verify here the items specified in this RFP document.

We understand that Equal Access is not bound to accept any proposal it receives.

Yours sincerely,

Authorized Signature:

Name and Title of Signatory: Click here to enter text.

Name of Firm: Click here to enter text.

Address: Click here to enter text.

Telephone: Click here to enter text.

Email: Click here to enter text.

Company Seal/Stamp:

Attachment B: Price Schedule

Item Number

Item Name

Description/Specifications

Quantity

Unit Price

Total Price

1a

1b

1c

2

Delivery Cost to Click here to enter text.

3

VAT (not applicable on NGOs)

GRAND TOTAL IN Click here to enter text.

GRAND TOTAL IN UNITED STATES DOLLARS

$

Delivery Period: Click here to enter text.

Attachment C: Past Performance Form

Include service to organizations that best illustrate your work experience relevant to this RFP, sorted by decreasing order of completion date.

Service to the organizations should have been undertaken in the past three years. The services undertaken in the past six years may be taken into consideration at the discretion of the evaluation committee.

#

Project Title

Description of Activities

Location

State/

Address

Client

Name/Tel No

Cost in US$

Start-End

Dates

Completed on schedule

(Yes/No)

Completion Letter Received?

(Yes/No)

Type of Agreement, Subcontract, Grant, PO (fixed price, cost reimbursable)

1

2

3

4

5

Attachment D: Representations & Certifications of Compliance

1. Federal Excluded Parties List – The Bidder Select is not presently debarred, suspended, or determined ineligible for an award of a contract by any Federal agency.
2. Executive Compensation Certification- FAR 52.204-10 requires Equal Access, as prime contractor of U.S. federal government contracts, to report compensation levels of the five most highly compensated subcontractor executives to the Federal Funding Accountability and Transparency Act Sub-Award Report System (FSRS)
3. Executive Order on Terrorism Financing- The Contractor is reminded that U.S. Executive Orders and U.S. law prohibits transactions with, and the provision of resources and support to, individuals and organizations associated with terrorism. It is the legal responsibility of the Contractor/Recipient to ensure compliance with these Executive Orders and laws. Recipients may not engage with, or provide resources or support to, individuals and organizations associated with terrorism. No support or resources may be provided to individuals or entities that appear on the Specially Designated Nationals and Blocked persons List maintained by the US Treasury (online atwww.SAM.gov) or the United Nations Security Designation List (online at:http://www.un.org/sc/committees/1267/aq_sanctions_list.shtml). This provision must be included in all subcontracts/sub awards issued under this Contract.
4. Trafficking of Persons – The Contractor may not traffic in persons (as defined in the Protocol to Prevent, Suppress, and Punish Trafficking of persons, especially Women and Children, supplementing the UN Convention against Transnational Organized Crime), procure commercial sex, and use forced labor during the period of this award.
5. Certification and Disclosure Regarding Payment to Influence Certain Federal Transactions – The Bidder certifies that it currently is and will remain in compliance with FAR 52.203-11, Certification and Disclosure Regarding Payment to Influence Certain Federal Transactions.
6. Organizational Conflict of Interest – The Bidder certifies that will comply FAR Part 9.5, Organizational Conflict of Interest. The Bidder certifies that is not aware of any information bearing on the existence of any potential organizational conflict of interest. The Bidder further certifies that if the Bidder becomes aware of information bearing on whether a potential conflict may exist, that Bidder shall immediately provide Equal Access with a disclosure statement describing this information.
7. Prohibition of Segregated Facilities – The Bidder certifies that it is compliant with FAR 52.222-21, Prohibition of Segregated Facilities.
8. Equal Opportunity – The Bidder certifies that it does not discriminate against any employee or applicant for employment because of age, sex, religion, handicap, race, creed, color or national origin.
9. Labor Laws – The Bidder certifies that it is in compliance with all labor laws.
10. Federal Acquisition Regulation (FAR) – The Bidder certifies that it is familiar with the Federal Acquisition Regulation (FAR) and is in not in violation of any certifications required in the applicable clauses of the FAR, including but not limited to certifications regarding lobbying, kickbacks, equal employment opportunity, affirmation action, and payments to influence Federal transactions.
11. Employee Compliance – The Bidder warrants that it will require all employees, entities and individuals providing services in connection with the performance of an Equal Access Purchase Order to comply with the provisions of the resulting Purchase Order and with all Federal, State, and local laws and regulations in connection with the work associated therein.

By submitting a proposal, offerors agree to fully comply with the terms and conditions above and all applicable U.S. federal government clauses included herein and will be asked to sign these Representations and Certifications upon award.

How to Apply

Proposals are due no later than Tuesday, January 28, 2020 at 1.00pm (Nigeria Time)to be submitted via e-mail to the Equal Access procurement email address[email protected], with the inclusion of the RFP Number and Title of The RFP included in the subject line of the e-mail body, with the inclusion of the Cover Letter, Technical Proposal and Cost Proposal. Late offers will be rejected , except under extraordinary circumstances and at EAI’s discretion. All proposals which are submitted in hardcopy shall be sealed and labeled with the RFP Number. Thesubmission to Equal Access of a proposal in response to this RFP will constitute an offer and indicates the Offeror’s agreement to the terms and conditions in this RFP and any attachments hereto. Equal Access reserves the right not to evaluate a non-responsive or incomplete proposal.