REQUEST FOR EXPRESSIONS OF INTEREST

CONSULTING SERVICES 

FIRMS SELECTION

Annual National Survey on e-Governance and Services Modernization and Exit Research on Selected Services’ Customer Satisfaction

REPUBLIC OF MOLDOVA

Modernization of Government Services Project 

Project ID No. P148537

Credit/Loan No.: 6126-MD, 8774-MD

Reference No.: MD-EGA-71444-CS-LCS

The Republic of Moldova has received financing from the World Bank toward the cost of the Modernization of Government Services Project and intends to apply part of the proceeds for consulting services. 

The main goal of the study is to collect relevant and illustrative data on key performance indicators under the Modernization of Government Services Project. This data together with the one collected and processed by the Moldova e-Governance Agency are intended to provide a consistent and objective picture on the level of citizens’ perception, understanding of, support for the reform agenda, including the Digital Transformation and the levels of customer satisfaction with reference to the quality of MGSP selected services before (baseline) and after their modernization (annual dynamics).

This assignment is expected to start in September 2019. Since similar annual surveys and exit researches will be recurrent until 2023, the contract could be extended for subsequent years subject to the Consultant’s good performance and same fee rates. 

The e-Governance Agency of the Republic of Moldova now invites eligible consulting firms (“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 (required qualifications and experience of the firm, but not individual experts’ bio data). The shortlisting criteria are: 

Minimum requirements for the Consulting Firm

Mandatory Qualifications:

• Minimum 5 years of activity in the fields / on the market segment of sociological research, public perception and support surveys and polls, customer satisfaction measurement research in various sectors (public and/or private);
• A portfolio of at least 5 successfully implemented contracts on national level public perception, uptake, satisfaction surveys and polls, within which the Consultant covered all stages of the process, from survey conceptualization, elaboration of questionnaires to survey performance, results processing, interpretation and integration in analytical reports (reference letters from former Clients are welcomed);
• Proven experience in researches related to Public Services and their Modernization, ICT for Development, e-Governance, other areas of Public Administration Reform (listing the Clients, number of projects/contracts, and Survey/Research thematic areas covered);
• Proven experience working with research assignments financed by, procured and managed based on rules and standards of international donor organizations (Development Programmes and projects).

 Preferred qualifications:

• Availability / Existence of Firm’s own national network of survey operators’, and other specific resources (equipment etc.) needed to perform wide / whole-of-country surveys and polls simultaneously, in both Romanian and – where relevant – in Russian languages will be a strong asset;
• Proven experience in performing surveys, exit polls and CATIs among socially vulnerable groups; 
• Proven experience in coordinating researches related to the level of customers satisfaction with the quality and/or accessibility of administrative public services. 

 The Expression of Interest shall state clearly the name of the Consultant (either individual Firm, Joint Venture or subconsultancy). The Consultant shall provide relevant references (assignment name, Client, time frame, the role of the firm (main Consultant/Partner in JV/sub-consultant), contract amount, etc.) to confirm its experience and qualifications. 

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 and Grants by World Bank Borrowers dated January 2011, 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 subconsultancy to enhance their qualifications.

A Consultant will be selected in accordance with the Least Cost Selection (LCS) method set out in the Consultant Guidelines.

Further information can be obtained at the address below during office hours 09:00 to 17:00.

Expressions of interest must be delivered in a written form to the address below (in person, or by mail, or by e-mail) by July 22, 2019.

E-Governance Agency of the Republic of Moldova 

Attn: Elena Adam, Procurement Specialist

42B A. Puskin Street, MD 2012, Chisinau, Moldova

Tel: +373 22 82 00 21 

E-mail: procurements@egov.md