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PROVISION OF CALL CENTRE SERVICES FOR MINISTRY OF EDUCATION AND SKILLS DEVELOPMENT

Request For Expressions of Interest

General Information
Country:   Botswana
City/Locality:   Gaborone
Notice/Contract Number:   NACA BNAPS/C2/C/19/09-10
Publication Date:   Jan 24, 2010
Deadline:   Feb 12, 2010
Funding Agency:   World Bank
Buyer:   BOTSWANA NATIONAL AIDS PREVENTION SUPPORT PROJECT. NATIONAL AIDS Coordinating Agency
Original Language:   English

Contact Information
Address:   Ms. Monica Tselayakgosi
Programme Planning Manager
Botswana National HIV/AIDS Prevention Support Project (BNAPS)
Private Bag 00463
Unit 9 Westgate Mall
Gaborone
Botswana
Telephone:   267 3710314
Fax:   267 3710312
Email:   Click here

Assignments

 

Original Text

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REPUBLIC OF BOTSWANA

MINISTRY OF EUCATION AND SKILLS DEVELOPMENT

Botswana National AIDS Prevention Support (BNAPS) Project Through National AIDS Coordinating Agency (NACA)

Invitation for Expression of Interest (EoI)

For

Provision of Call Centre Services for Ministry of Education & Skills Development

NACA BNAPS/C2/C/19/09-10

1.0 This Specific Procurement Notice follows the General Procurement Notice for the Botswana National AIDS Prevention Support (BNAPS) Project, which appeared on 09th June 2008.

2.0 Introduction

The Government of Botswana has received a loan (loan no. 7568-BW) from the International Bank for Reconstruction and Development (IBRD) towards the cost of National Response on HIV/AIDS and intends to apply a portion of the proceeds to payments under the contract for the provision of Call Centre Services for the Ministry of Education and Skills Development.

3.0 Background

The concept of the Call Centre has been initiated and driven by the rate of HIV & AIDS infection among the youth, traumatic and inappropriate behaviour that is prevailing in our schools today such as vandalism of school property, bullying, disrespect for authority and other emerging issues like orphanage, “passion killings”, suicide/murder cases, and the numerous challenges facing young people. The service could be used to help young people to respond to these challenges and cope with them positively. It will also provide a proactive approach to addressing psychosocial issues before they occur by providing necessary information that the youth needs. It can provide remedial and therapeutic counselling service by offering crisis counselling, providing continuity of service to the regular clientele, providing a platform for venting out emotions etc.

Through the Call Centre the youth who may not be comfortable discussing their HIV and AIDS status, the use of ARVs and other related issues with their parents, friends, relatives and teacher counsellors will have access to telephonic counselling.

4.0 OBJECTIVE OF THE ASSIGNMENT

The target group will be children and young people from primary to tertiary institutions. Teachers will also be able to get information, support, referrals and consult on issues pertaining to the cases that they are handling in their respective schools, which they may find challenging to handle. The call Centre service will also offer Teachers a platform to off load and vent out as they handle various psychosocial issues that may be stressful, and may impede their effectiveness as Teacher Counsellors.

In view of the above, the Call Centre will enable the young people to:

Express personal, social, educational and vocational issues they face on day to day basis.

Open up about seeking help rather than keeping issues bottled up.

Get more reliable information on various issues than succumb to peer pressure.

Get 24 hr counseling service.

Get confidential and prompt response for crisis and counseling needs.

Be empowered with knowledge and life skills to handle the complex challenges they face today in view of HIV & AIDS and WELLNESS issues.

Make informed decision on issues of sexuality, Alcohol and substances abuse, grief counseling and related psychosocial issues.

Obtain Adolescence Sexual Reproductive health information in a child friendly environment.

5.0 SCOPE OF WORK

The firm/institution will have to be providing the following services at the call centre:

Provide telephone Professional Counseling Facility by means of an Anonymous access to the call centre through Toll Free landline.

Provide a Heat Help desk System – Case logging and management system, which will house the database on appropriate service centres, consulting physicians, face to face counseling centre, referral centre where callers could be referred to for continuity of care.

Supply a Heat Helpdesk system and symposium call centre express and the Recall voice recorder will form the necessary monitoring and evaluation that will provide qualitative and quantitative data to facilitate analysis of concentration of calls, emerging issues and concerns.

Provide a workshop/training/orientation to Guidance and Counseling Division and Reference committee.

Establish monitoring and evaluation system of the call centre.

6.0 MOESD now invites eligible consulting firms or institutions to express their interest in providing the call centre services. Interested consultants must submit the information showing that they are eligible and qualified to perform the services (brochures, description of similar assignment, experience in similar conditions, availability of appropriate skills among key staff, etc). Consultants may associate to enhance their qualifications. Expressions of Interest must be in the English language.

7.0 A Consultant will be selected in accordance with the procedures set out in the World Bank's Guidelines: Selection and Employment of Consultants by World Bank Borrowers – October 2006. In assessing submissions, consideration will be given to the technical competence of the consultant, experience of comparable assignments, managerial capability, liquidity of the firm, and capacity, in all respects, to undertake the assignment. Only consultants with demonstrated experience and good track record in comparable assignments will be considered for short listing.

8.0 This is not a Request for Proposal. After the review of the Expressions of Interest, a short list will be prepared. Shortlisted consultants will be invited to submit their proposals on the basis of a Request for Proposals, which includes the specific Terms of Reference for the assignment.

9.0 In case of questions, interested national and international consultants may request clarification at the address, telephone, fax and e-mail contacts indicated below from 08.00 to 12.45 and 13.45 to 16.30 hours local time, Mondays to Fridays. Excluding Public Holidays.

10.0 Clearly marked “Expression of Interest to Provide Call Centre Services” must be delivered to the address indicated below before 16.30 hours, local time, on 12 February 2010.

The Ministry AIDS Coordinator
Ministry of Education and Skills Development
MoE Building
Floor 5, Room 59 (Location of Tender Box)
Block Six
Government Enclave Building
Gaborone
Attention: The Secretary, Ministerial Tender Board Committee
Email: bnakedi@gov.bw
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