Request for Expressions of Interest
Consulting Services – Firms Selection

REQUEST FOR EXPRESSIONS OF INTEREST
CONSULTING SERVICES– FIRMS SELECTION
 
Project Preparation Advance CITIZEN – CENTERED PUBLIC SERVICES PROJECT
 
Consulting Service
For
Performance Monitoring and Customer Satisfaction Expertise
 
ALBANIA
Project: Project Preparation Advance, CITIZEN – CENTERED PUBLIC SERVICES PROJECT
Project ID: P472
Assignment Title:  Performance Monitoring and Customer Satisfaction Expertise
Ref. No.:  AL-PPA/P. 472/CS/CQ/4.05
 
The Government of Albania has received financing in the amount of US$ 2 million, equivalent from the World Bank toward the cost of the Citizen – Centered Public Services Project, and it intends to apply part of the proceeds to payments for consulting services for ‘Performance Monitoring and Customer Satisfaction Expertise”
 
Under the Innovative Good Governance priority, launched in April 2014, the Program “Innovation against Corruption: Building a Citizen Centric Service Delivery Model in Albania” (ISDA), led by the Minister of State of Innovation and Public Administration (MIPA), entails a multilayered reform that focuses on key administrative central government public services to reduce the time and burden for citizens and businesses and improve service delivery quality, transparency and efficiency by using innovative solutions and ICT. Its key pillars are i) the establishment and management of an integrated nationwide model of service delivery whereby, the front office is focused on the relation with the public and is separated from back office processing, including the implementation of the one-stop-shop and in-one-place approach of the Citizen Service Center; (ii) service provision standardization, simplification through business process re-engineering and digitization, with a focus on online services; iii) citizen feedback and performance monitoring on service delivery for ongoing improvement.
 
 ADISA and MIPA are seeking a consulting company (hereafter referred to as the Consultant) to support ADISA with the systems, processes and instruments for performance monitoring to ensure that FO is attaining its aims and objectives, satisfying its stakeholders and being sustainable as an evaluation of the services provided in terms of whether that service has met user needs and expectations. In parallel the establishment of a Customer Satisfaction Measurement to evaluate the services provided will be designed. The customer satisfaction measurement system will provide segregated data in order to generate indicators about the poor and vulnerable, in order to preserve and enhance their access to administrative services.
 
The Central Finance and Contracting Unit in the Ministry of Finance of Albania invite eligible Consulting Companies (“Consultants”) to indicate their interest in providing the Services. Interested Consultants should provide information demonstrating that they have the required qualifications and relevant experience to perform the Services (brochures, description of similar assignments, experience in similar conditions, availability of appropriate skills among staff, etc.).
 
The short listing criteria are:
The Consultant shall have the following qualifications, experience, skills and competencies:
 
at least 8 (eight) years of professional experience in conceptualizing, implementing and/or certifying performance measurement systems and customer care and customer satisfaction tools and processes. Such experiences in international environment will be an asset.
Availability of staff engaged on this assignment that should possess the following qualifications: 
Key expert on FO Performance Monitoring 
Post graduate degree in business administration, marketing, ICT and other relevant field.
At least 8 (eight) years of professional  experience in conceptualizing and leading initiatives for institutional strengthening and organizational development 
Key expert in customer satisfaction 
Post graduate degree in business administration, marketing, ICT and other relevant field At least 8 (eight) years of professional experience in conceptualizing and implementing customer care and customer satisfaction tools and processes, etc 
The attention of interested Consultants is drawn to paragraph 1.9 of the World Bank’s Guidelines: Selection and Employment of Consultants under IBRD Loans and IDA Credits & Grants by World Bank Borrowers (January 2011 edition, revised July 2014) (“Consultant Guidelines”), setting forth the World Bank’s policy on conflict of interest. 
Consultants may associate with other firms in the form of a joint venture or a sub-consultancy to enhance their qualifications.
 
A Consultant will be selected in accordance with the Consultant’s Qualifications Selection (CQ) method set out in the Consultant Guidelines.
 
Further information can be obtained at the address below during office hours from 08:00 to 16:00, Mondays to Thursdays, and from 08:00 to 14:00 on Fridays.  
 
The complete Terms of Reference is posted on the website of CFCU: http://cfcu.minfin.gov.al, and that of the ADISA- Agency for the Delivery of Integrated Services in Albania: www.adisa.gov.al. 
 
Expressions of interest must be delivered in a written form to the address below in person, or by mail, or by e-mail by March 25, 2016, 16.00 o’clock, local time
 
Manol Simo, General Director
Central Finance and Contracting Unit (CFCU)
Ministry of Finance
Blvd: Dëshmorët e Kombit, No. 3, Tirana, Albania
Tel: +355 4 24 51 180
E-mail: [email protected]