The Presidency
National Identity Management Commission
1, Sokode Crescent, Off Dalaba Street, Zone 5 Wuse, Abuja
Invitation to Pre-Qualify for the Provision of Contact Center Service
Preamble
The National Identity Management (NIMC) plans to establish a customer interaction centre to be known as the NIMC Contact Centre which will be a central point for the Commission where all customer contacts are managed. Through this centre, valuable information about the Commission and its publics will be routed to appropriate people, contacts tracked and data gathered. The Contact Centre will generally be at the core of the Commission’s customer relationship Management (CRM) strategy.
The primary purpose of the project is to improve organizational effectiveness, enhance A transparency and accountably in the delivery of services especially by NIMC’s partners, enable NIMC share information more quickly and efficiently and ensure real time accessibility of data/information
NIMC is desirous of engaging qualified, competent and reputable ICT firms with a very strong multilingual services offering in more than four (4) different major Nigerian ethnic languages, with flexibility of country-wide (and international) service delivery most appropriate to NIMC’s requirements
- System Architecture with industry-leading technology solutions offering a flexible and robust client services:
- Network architecture based on thin client/terminal services in order to give greater control over the desktop, reduced system support and improved security
- Customer Relationship Management solution voice, email, and SMS :
- Training Administration and Contact Management:
- Interconnectivity with major Network Operators to enable voice and SMS integration:
- Predictive Dialing and Compliance:
- Call Recording:
- Support for Escalation, Event Correlation and Reporting
The Commission now invites eligible ICT firms with proven track record of successful performance in similar capacity for pre-qualification for the provision of Contact Centre Services. The selected firms will be required to execute a contractual agreement acceptable to the NIMC
SCOPE OF WORK
The selected firm will be required to provide the following services to the Commission:
- Deployment of industry-leading technology solutions to offer a flexible and robust service to NIMC’s clients;
- Customer Lifecycle Management
- Contact centre services covering both B2C” and B2C”applications;
- Inbound and outbound customer acquisition and enrolment/registration enquiries and service management;
- Customer care and after-registration/enrolment support and verification services support;
- Technical support for the range of customer service;
- Deployment, customization and implementation of an appropriate and ISO 9001:2000 certified Contact Centre solution;
- High level appointment setting;
- Multilingual Contact Centre Services;
- High security biometry-assisted communications and network systems.
PRE-QUALIFICATION
To be pre-qualified, interested firms must supply verifiable evidence including but not limited to the following:
- Company Profile including ownership structure, management team, technical/other staff, registered address/other contact details;
- Evidence of Certificate of Incorporation, Memorandum and Articles of Association including Form CO.7/CO.2;
- Three (3) years Audited Account of the firm and or consortium and Three (3) years Tax Clearance Certificate;
- Evidence of Registration with relevant authorities (VAT, Pension, NHIS, income Tax etc);
- Names and Curriculum Vitae of professional/technical staff proposed for the assignment, including qualifications and individual experience in handling similar assignments;
- Evidence of technical competence in Contact/Call Centre solution deployment and implementation, ICT change & project management: and hardware & software deployment, human resources capacity deployment and support;
- Experience/track record of firm/consortium and details of any previous experience in implementing, managing, or supporting contact centre management system;
- Proof of Alliances/ Partnership (if applicable) including details of existing relationships (MOU or JV Agreement) if a consortium, outlining core competencies of each partner/member firm;
- Understanding of the service objectives, challenges and expectations;
- Verifiable reference list of clients for whom similar services were/are being provided/executed by the firm or members of the consortium: giving scope, location, value, date commenced, address, telephone numbers, and contact persons
- What differentiates your firm from other service providers
The assignment period will be initially for three weeks with option for renewal. Selection will be in accordance with NIMC selection procedure
The Commission will normally verify the authenticity of statutory documents submitted or claims made. The Commission reserves the right to disqualify incomplete documentation
SUBMISSION
Pre-qualification documents must be delivered in 6 hard copies with an electronic copy (CD) in a separate sealed envelope clearly marked “Confidential; Pre-Qualification for the Provision of Contact Centre Services” and delivered to the address below on or before 3.00pm Thursday February 17th, 2011
Research & Strategy Unit
Office of the Director General/CEO
National Identity Management Commission
11, Sokode Crescent, Off Dalaba Street
Zone 5 Wuse, Abuja- Nigeria
Tel; +234 9 6726456
Only Shortlisted Firms will be contacted
