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Ministry of Water and Sanitation
Lilongwe Water Beard-
REQUEST FOR PROPOSAL
(CONSULTING SERVICES – FIRMS SELECTION)
Country: Malawi
Assignment Title: Consultancy Services for 2024 Customer Satisfaction and Impact Survey.
Reference No.: LWB-CSIS-2024-01-CS-QCBS
1.0 Introduction
The Lilongwe Water Board (LWB) and Lilongwe City Council (LCC) have since been implementing the Lilongwe Water and Sanitation Project (LWSP) with financing from the International Development Association of the World Bank. The project whose development objective (PDO) is to increase access to improved water services and safely managed sanitation in Lilongwe city commenced on 27th March 2018 and implementation period runs to 31st December 2024. The project consists of four components: (i) Component 1 – water distribution network rehabilitation, expansion and non-revenue water reduction; (ii) Component 2 – Priority sanitation improvements; (iii) Component 3 – Technical assistance; and (iv) component 4 – Institutional capacity strengthening.
2.0 Objective of the Assignment
The main objectives of the study is to assess performance in relation to objectives of the project by evaluating the effectiveness of the various customer service initiatives and improvements made under the LWSP. The findings shall provide valuable input into the Board’s customer service delivery planning processes and initiatives for enhanced customer satisfaction. The consulting services (“the Services”) include the following specific objectives:
- Assess the existing water supply and sanitation situation with respect to changes made from the baseline on levels of service, reliability and quality of services.
- Establish LWB’s customer rating in terms of service delivery by following up on previous customer satisfaction surveys
- Assess project’s contribution to wider objectives in Water, Sanitation and Health (WASH)
3.0 Scope of Work
The scope of the assignment will include but is not limited to:
- Review Baseline Information
- Examine baseline information from previous survey reports.
- Utilize the results of those surveys to inform the planning of the current survey.
- Examine baseline data before commencement of the LWSP.
- Design Survey and Methodology
- Develop the survey design and methodology, including the research questionnaire.
- Determine the ideal sample size to ensure statistically significant results.
- Establish and Assess Customer Satisfaction Factors
- In consultation with LWB, identify key customer satisfaction factors and attributes including those from the initial project scope.
- Use statistical methods to assess these factors and determine LWB’s performance on a satisfaction measurement scale.
- Develop Actionable Recommendations
- Identify actionable areas and provide recommendations to close the gap between customer expectations and current satisfaction levels.
- Assess Current Service Delivery Levels
- Evaluate LWB’s current service delivery levels against the targets outlined in its Customer Service Charter.
- Assess and report on the performance levels segregated at zone level (3 zones) and at overall corporate level.
- Incorporate LWSP Impact
- Assess the impact of the Lilongwe Water and Sanitation Project (LWSP) on customer satisfaction and service delivery.
4.0 Duration of Assignment
The assignment shall be completed within a period of two and half calendar months. The assignment is expected to start in September 2024.
The detailed Request for Proposal (RFP) for the assignment can be accessed for free at the following website: https://www.lwb.mw/tenders/ Or can be collected from the address specified below.
The Lilongwe Water Board now invites eligible consulting firms (“Consultants”) to submit their Proposals on “Consultancy Services for 2024 Customer Satisfaction and Impact Survey”.
5.0 Firm’s Experience and Qualifications
The assignment is expected to be undertaken by a registered firm with at least eight (8) years of practicing experience. The firm should provide authenticated Letters of Reference from three (3) clients from previous similar successful assignments undertaken in the last five (5) years. The firm shall provide a team of key personnel all of whom shall be adequately qualified and experienced in their respective fields. Please refer to the Request for Proposal (RFP) document for further details of selection criteria.
The methodology for the evaluation of proposals will be Quality and Cost Based Selection (QCBS).
6.0 Bidding Procedure
Bidding will be conducted through the National Competitive Bidding (NCB) procedures and in full compliance with the Public Procurement and Disposal of Assets Act No. 27 of 2017 of the Republic of Malawi and Public Procurement Regulations (Government No. 24 of 2020).
Consultants may associate with other firms to enhance their qualifications but should indicate clearly whether the association is in the form of a joint venture and/or a sub-consultancy. In the case of a joint venture, all the partners in the joint venture shall be jointly and severally liable for the entire contract, if selected.
Further information can be obtained at the address below during office hours i.e., 08:00 to 16:30 hours.
7.0 Submission Procedure
The proposal shall be submitted in two parts in separate sealed envelopes clearly indicating Technical and Financial Proposals marked with: “Consultancy Services for 2024 Customer Satisfaction and Impact Survey” be deposited in the tender box on or before Monday, 09th September, 2024 at 14:00 hours local time. Electronic bidding will not be permitted, and late proposals shall be rejected.
(a) Address where bids/proposals will be deposited:
The Chairperson
Internal Procurement and Disposal of Assets Committee
Lilongwe Water Board
Madzi House
Off Likuni Road
P.O. Box 96
Lilongwe
MALAWI
(b) Address where Technical Proposal opening will take place:
Main Boardroom
Madzi House, First Floor
Off Likuni Road
Lilongwe
MALAWI
(c) Address where Request for Proposal document will be inspected and collected:
Lilongwe Water Board
Procurement and Disposal Unit Offices
Off Likuni Road
PO Box 96
Lilongwe
MALAWI
E-mail: procurement@lwb.mw
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