ZICTA/EOI/16/21: REQUEST FOR EXPRESSIONS OF INTEREST FOR THE DEVELOPMENT OF AN INCIDENT REPORTING SYSTEM FOR DIGITAL FINANCIAL SERVICES

1.0 Background

The Zambia Information and Communications Technology Authority (hereinafter referred to as the "Authority") is responsible for the regulation of the electronic communication services and products, and monitoring of the performance of the Information and Communications Technology (ICT) sector, including the levels of investment and the availability, quality, cost and standards of the electronic communication services in Zambia. The Authority is also mandated to protect the interests and rights of the consumer in the ICT sector through an effective regulatory regime.

In line with its mandate, the Authority entered into a strategic partnership with the Rural Finance Expansion Programme aimed at increasing the uptake and usage of Digital Financial Services in rural areas.

The Authority intends to implement a solution to streamline the Digital Financial Services (DFS) reporting system to ensure, transparency and accountability by all stakeholders involved. The Authority Procurement Committee now invites expressions of interest from eligible and qualified consulting firms to provide consulting services for the development of a reporting system for digital financial services.

2.0 Objective

The overall objective of this project is to support DFS stakeholders (Regulators, Banks, MMPs, MNOS, etc.,) in improving the DFS incident reporting system, developing indicator sets and establishing a DFS incident reporting system including related online tools and platforms.

3.0 Scope of The Assignment

The assignment will include, but will not be limited to the following:
• Development and deployment of a USSD, WEB and Mobile application using at minimum android and iOS platform to be accessed by two (2) types of users such as non-registered or registered member;
• Development of an administrator panel that will have a multilevel access design. The different levels include the customer service personnel at the different DFS stakeholders such as for banks, bank managers to assign different personnel, and the regulator login, to monitor how well the DFS stakeholders are resolving issues reported by the customers;
• Production of dynamic incident periodic reports which should include daily, weekly, monthly, and yearly reports
• Display incident reports in various graphs and charts;
• Implementation of audit trails for all users of the system;
• Incorporation of SLA time-lines which would trigger an alert when a complainant query has not been addressed in good time which should lead to an automatic alert being sent to the sector regulator for intervention;
• Conducting software requirement gathering and document the system development product specifications document as the inception project report. The system development product specifications document is recommended to outline the statement of work to be done, project plan containing milestones and sprints deliverables, required resources and software testing procedures;
• Writing the program secure source code incorporating security by design principles;
• Working with respect to the requirement gathering and software system specifications;
• Provision of administrator user training; and
• Identification of scope and targeting of awareness activities for collaborative framework to relevant stakeholders including a DFS Collaborative framework communication plan.

4.0 Requirements Interested respondents must provide information indicating that they are qualified, have the required expertise and experience to develop a centralized incident reporting database.

The expressions of interest must include the following minimum information:
• legal status of the company, including Certificate of Incorporation and Articles of Association or Memorandum of Association;
• profile of core business with at least five (5) years relevant experience in software development, database development, Android and USSD application program coding and system integration; international consulting firms must partner with citizen bidders to be deemed eligible;
• must demonstrate appropriate managerial, organizational capability and reliability;
• must demonstrate financial capability by providing financing evidence supported by reference letters or financing agreements from credible financial institutions or banks;
• availability of appropriate skill by providing bio-data of key personnel to be involved and other relevant particulars to demonstrate adequate professional and technical qualifications;
• latest and valid tax clearance certificate;
• description of similar assignments;
• list of references for the similar works undertaken including names of the institutions and contact details;
• all documentation must be prepared and submitted in the English language;
• should have experience in the ICT sector and specifically in digital financial services.
• experience of working in a developing country on similar assignments.

5.0 Details for Submission

The Expressions of Interest addressed to the Director General, Zambia Information and Communications Technology Authority and clearly marked "ZICTA/E01/16/21 - "REQUEST FOR EXPRESSIONS OF INTEREST FOR THE DEVELOPMENT OF AN INCIDENT REPORTING SYSTEM FOR DIGITAL FINANCIAL SERVICES" should be appropriately bound, sealed and bold labelled and must be deposited in the tender box situated at the Authority Head Office, corner of Independence and United Nations Roads, Lusaka on or before Friday, June 18, 2021 at 10:00 hours local time.

The telephone number is +260 21 1 378200 and the email address is procurement@zicta.zm. HOWEVER, ELECTRONIC SUBMISSIONS SHALL NOT BE ACCEPTED.

The closing date for the receipt of expressions of interest is Friday June 18, 2021 at 10:00 hours local time and any submissions received after the time and date stipulated above SHALL NOT be accepted. The applications will be opened in the Conference Room on the same date at 10:00 hours in the presence of respondents or their representatives who choose to attend.

Respondents meeting the above criteria will receive a request for proposals (RFP) for the assignment and will be required to submit detailed technical and financial proposals based on the detailed Terms of Reference that will be issued to them.