NIGERIA SOCIAL INSURANCE TRUST FUND (NSITF)
CENTRAL BUSINESS DISTRICT, ABUJA
EXPRESSION OF INTEREST (EOI) FOR OMNI-CHANNEL CONTACT CENTRE FOR NIGERIA SOCIAL INSURANCE TRUST FUND (NSITF)
1. INTRODUCTION
The Nigeria Social Insurance Trust Fund (NSITF) is seeking to engage a competent and reputable service provider for the provision of short-code and toll-free numbers, as well as the deployment of a standard omnichannel contact centre to demonstrate the ability to deliver high-quality services that meet he fun’s operational requirements. NSITF hereby invites organizations in the business process outsourcing (BPO) industry to express their interest by participating in the tender for these services.
2. SCOPE OF SERVICE
Provision of shortcode and toll-free numbers
a) Supply, registration, and maintenance of short code numbers
b) Supply, registration, and maintenance of toll-free numbers.
c) Ensure seamless integration of shortcode and toll-free numbers with existing communication systems.
d) Provide support and troubleshooting for any issues that arise with the provided numbers
Deployment of omnichannel contact centre:
a) Install, set up, and configure a robust omnichannel contact Centre capable to handle customer inquiries across multiple channels including telephony, basic interaction voice response (IVR)/ voice, SMS, USSD, email, chat and integration to case management ticketing modules
b) Setup and integrate short code and toll-free numbers to the telephony call Centre system
c) Integrate a Chabot system capable of handling frequently asked questions, guiding users, and escalating issues to human agents, when necessary, in NSITF website
d) Incorporate a live chat feature to enable real-time customer support via the NSITF website.
e) Provide training for the agents on the use of the contact Centre-telephony, email, Chabot & live chat, and ticketing systems
f) Offer ongoing technical support and system support & updates
Provision of outsourced contact center:
a) To align with the full business needs and the solution architecture for the first and second-level support regarding inquiries and feedback mechanisms.
b) Provision of scalable solutions and state-of-the-art infrastructure.
Content handling, change management, and continuous improvement:
a) Creating, collecting, editing and delivering information on the medium
b) Implement strategies for affecting and controlling change and helping people adapt.
3. ELIGIBILITY REQUIREMENTS
To qualify for consideration, interested companies are required to respond to this invitation by submitting the following information/documents. Failure to submit any of the under listed documents shall lead to disqualification.
a. Evidence of certificate of Incorporation with the Corporate Affairs Commission (CAC) including form CAC1.1 and CAC2 and CAC7; business name with form BN1 is also acceptable for consultancy services showing more than 51% Nigerian equity shareholding
b. Evidence of Company’s Income Tax Clearance Certificate(or personal income tax clearance certificates of all the partners in case of business name) for the Last three (3) years valid till 31st December, 2024;
c. Evidence of pension Clearance Certificate valid till 31st December, 2024 (this requirements is only applicable to bidders whose number of staff is 15 and above);
d. Evidence of Industrial Training Fund (ITF) Compliance Certificate Valid till 31st December, 2024 (this requirement is only applicable to bidders whose number of staff is 5 and above or the bidder’s annual turnover is ₦50Million and above);
e. Evidence of Nigerian social Insurance Trust Fund (NSITF) Clearance Certificate Valid till 31st December 2024;
f. Evidence of registration on the national database of federal contractors, consultants and service providers by submission of interim registration report (IRR) expiring on 31/12/2024 or valid certificate issued by BPP.
g. Sworn Affidavit:
Disclosing whether or not any officer of the relevant committees of the Nigeria social insurance trust fund 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 of financial impropriety or criminal misinterpretation 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 petitions or proceedings;
That the comp[any does not have an 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.
h. Company’s Audited Accounts for the last three (3) years (2021,2022 and 2023);
i. Confirmation of interest in providing omni-channel contact Centre services.
j. Current/valid relevant certificates/licenses to operate and do business in the Nigerian telecommunication industry as issued by Nigerian Communication Commission (NCC) such as:
• Value-added services (VAS) for call Centre services
• Value-added services (VAS) for content services using shortcode
• Value-added services (VAS) for special numbering services
k. Data protection certificate licensed by the Nigerian Data Protection Commission (NDPC) indicating the company is a data protection compliance organization (DPCO).
l. Company’s profile showing organogram with the curriculum vitae of key staff to be deployed for the project, including copies of their academic/professional certificates;
m. Verifiable documentary evidence of at least three (3) similar jobs (in size, nature & complexity)executed in the last five (5) years including letters of awards, valuation certificates, job completion certificates and photographs of the projects;
n. ICT jobs: evidence of current license/accreditation with Computer Professionals Registration Council of Nigeria and National Information Technology Development Agency (NITDA);
o. Reference letter from a reputable commercial bank in Nigeria, indicating willingness to provide credit facility for the execution of the project when needed;
p. for joint venture/partnership, a 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);
Note: All documents for submission must be transmitted with a Covering/Forwarding letter under the Company/Firm’s Letter Headed 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 authorized officer of the firm.
4. SUBMISSION OF EOI DOCUMENTS
Interested firms are to submit two (2) bound of expression of interest (EOI) documents separated by dividers and arranged as indicated above. The documents should be submitted in a sealed envelope and addressed to the managing director, Nigeria Social Insurance Trust Fund, central business district, Abuja and clearly marked with the name of the project and the lot number. Furthermore, the reverse of each sealed envelope should bear the name and address of the bidder and drop in the designated tender box at the Nigeria Social Insurance Trust Fund, central business district, Abuja not later than 12:00 noon, Monday 30th September 2024.
5. OPENING OF EOI DOCUMENTS
The EOI documents will be opened immediately after the deadline for submission 12:00 noon, Monday 30th September 2024, at the board room 4th floor, Nigeria Social Insurance Trust Fund, Central Business District, Abuja in the presence of bidders or their representatives. Please, ensure that you sign the bid submission register at the Nigeria Social Insurance Trust Fund, central business district, Abuja, as the Nigeria Social Insurance Trust Fund will not be held liable for misplaced or wrongly submitted bids. For further enquiries, please contact the procurement department on 08033108937.
6. GENERAL INFORMATION
a. EOI must be in English Language and signed by an official authorized by the bidder;
b. EOI submitted after the deadline for submission would be returned un-opened;
c. All costs will be borne by the applicants
d. The NSITF shall verify the claims made by bidders and shall disqualify any bidder whose claims ar found to be false, in addition to other sanctions that may be deemed necessary;
e. Applicants who have worked for the NSITF and have a history of poor performance, abandonment or prolonged contract execution period need not apply;
f. This advertisement does not constitute an award of contract or a commitment by the fund to award a contract for which an application was submitted. It shall also not entitle any bidder to make any claims whatsoever.
g. Submission in response to the above requirements shall be completed strictly in accordance with the instructions given to the publication.
h. The EOIs will be opened in the presence of CSOs and professional bodies and covered by video recording; an invitation link will be sent to the bidder who chooses to join the EOI’s opening online.
i. Only shortlisted firms at EOI evaluation will be invited at a later date for the collection of requests for proposals;
j. The Nigeria Social Insurance Trust Fund 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 Procurement Act, 2007.
Signed:
Management
Nigeria Social Insurance Trust Fund