A. BACKGROUND

Mongolia received a credit from the International Development Association (IDA) for the Strengthening Fiscal and Financial Stability Project (SFFSP). The Objective of the SFFS Project is designed to improve fiscal policy and sustainability in a mineral-based economy, protect the poor and vulnerable, and restore confidence in the financial sector. The project is designed into five components: (I) Strengthening Macroeconomic and Fiscal Management; (II) Improving the Efficiency of Public Financial Management; (III) Enhancing Financial Sector Stability; (IV) Strengthening the Social Protection System; (V) Project Management and Monitoring. The objectives are to Strengthening fiscal responsibility and implementing relevant policy measures, improving fiscal discipline, strengthening the resiliency of the banking system, improving public expenditure quality in social protection, providing support for Project implementation, coordination, monitoring, and evaluation, including, inter alia, audit arrangements, reporting requirements, procurement, and financial management activities respectively. For more details, please refer to the Project Appraisal Document Report No. PAD2269. 

As stated in Article 5.4 of “Vision – 2050”, Mongolian long-term development strategy policy which has been approved by the Mongolian Parliament as Annex 1 of the Resolution №52 in 2020, “Build a service that serves its citizens, also is professional, efficient, transparent, effective, and sophisticated.” Within the framework of implementing the 1st stage of the objective, which indicated as “Standards of quality is to be established, and make it available for citizens and the general public to monitor the public service as well as engraining service culture that wins the trust of people.”  in Section 5 of Action Plan from 2021 to 2030.

In addition, the following objectives are reflected in the Project Appraisal Document. It includes:

1. Strengthen the existing delivery mechanism of the social welfare programs, including monitoring, and evaluation, maximizing the practical application of the specific modules for administrative reporting and monitoring and evaluation purposes;
2. Support the process of strengthening the governance, accountability, and transparency framework for social insurance. This will include developing modules of institutional strengthening, FM, control, and internal and external audit. 

Hence, activities such as improving the services provided to citizens in the labor, social welfare, and social insurance sector, enhancing the management and internal monitoring of primary and mid-level organizations are reflected in the project plan for 2021. For instance, training for 16 social insurance, and 14 labor and social welfare departments to introduce and impose the ISO 9001:2015 quality management system standard for the purpose of improving the social insurance, labor, and social welfare services provided to citizens and strengthening the organization’s management capacity are being conducted by the World Bank’s Strengthening Fiscal and Financial Stability Project.

ISO 9001:2015 specifies requirements for a quality management system when an organization: a) needs to demonstrate its ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements, and b) aims to enhance customer satisfaction through the effective application of the system, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements. Evaluating the satisfaction survey from the citizens who received services and analyze to further develop the performance is, therefore, a requisite to fully implement the ISO 9001:2015 quality management system standard. 

Within the framework of the assignment, we are seeking to develop a web-based program for internal monitoring and customer satisfaction system for social welfare, labor, and social insurance services aimed to measure the workload of an employee and the organization, to determine the level of satisfaction of each citizen who received the service and if a citizen is dissatisfied with the service, conduct a survey to find out the reasons and analyze the reasons and identify the related parties, to resolve conflicts, also to study the process to make every service satisfactory to the citizens and improve the operation of the organization and personnel – and to introduce the system to the 21 provinces and 9 districts in labor and social protection sector. 

In addition, in order to support this work, The 2021 work plan and PP reflected purchasing IT Goods (Kiosk machines) for improving the efficiency of service delivery, administrative reporting, monitoring, and evaluation for all divisions that provide social welfare and insurance services in provisions and districts. The procuring entity was selected and contracted by the MLSP. By placing this device in provisions and district social welfare and insurance service departments, citizens will be able to get tickets and receive services from the relevant staff in the queue, and every citizen will be able to evaluate the quality of service by connecting to the program.

The implementation of this assignment has the following benefits.

• Get feedback from citizens and clients about quality and accessibility of social welfare, labor, and social insurance services, and improve it; 
• Determine the level of satisfaction of each citizen who receives services from social welfare, labor, and social insurance organizations in provinces and districts;
• Obtain information about services from a software program with the help of a technical device without any employee’s assistance; 
• Services is to be prompt and accessible for citizens; 
• Determine the workload and level of service of employees, improve the organization's human resource policy and balance the workload.

B. OBJECTIVE OF THE ASSIGNMENT

The objective of the assignment is to carry out a comprehensive task to develop web-based internal monitoring and customer satisfaction system for social welfare, labor, and social insurance services, to install the software, kiosk machines in social welfare, labor, and social insurance departments of provinces and districts, and also to train the organizations’ employees.

C. SCOPE OF THE WORK

The envisioned consultancy service to introduce a web-based system for internal monitoring, and establish a customer satisfaction survey system would entail the following detailed tasks: 

Task I. Web-based internal monitoring and customer satisfaction assessment software should be developed for each social welfare, labor, and social insurance service respectively. Software Requirements Specification of a web system was reflected in ANNEX 2. 

Task II. Prepare user manuals for the social insurance, employment, welfare employees in provinces, districts and soums and social workers of khoroo on using the web-based system for internal monitoring, and customer satisfaction survey system. 

Task III. Collect a total of 58 kiosk machines from the Social Insurance General Office and General Agency for Labor Welfare Services to install, set the software up, and put them into operation in the departments of social insurance and labor welfare services in 21 provinces and 8 districts (excluding Bagakhangai district). The time given to develop the system in accordance with the requirements of the local organization shall be 45 calendar days from the date of installation.

Task IV. Visit the social insurance and, labor and welfare departments located in 21 provinces and 9 districts to organize training on how to run the software, parts of the training can also be organized online. Prepare classroom and online training program, content, presentation, manual, and test for software users.

D. DELIVERABLES

The services and deliverables shall include but shall not be restricted to that required in the following List of Specifications and Technical Standards: 

Deliverable 1. Develop a web-based system for internal monitoring, and customer satisfaction survey system for each organization of the Social insurance, Social welfare, and Labor, and submit it to the Director General of PPD of MLSP, and  the Information technology division of SIGO and LSWGO of MLSP (referring to Task I);

Deliverable 2. Prepare manual for administrator and other users on how to use the web-based system for internal monitoring, and customer satisfaction survey system (referring to Task II);

Deliverable 3. Reports and photographs of visiting the social insurance, labor and welfare service departments (a total 58 organizations) located in 21 provinces, and 8 districts (excluding Bagakhangai district), and installing the software with kiosk machines, an official letter addressed to MLSP from the social insurance, labor and welfare service departments of provinces and districts (referring to Task III);

Deliverable 4. Reports and photographs of visiting the social insurance, labor and welfare service departments located in 21 provinces, and 9 districts (a total 60 organizations)  and conducting classroom or online training, an official letter addressed to MLSP about receiving the said training from the social insurance, labor and welfare service departments of provinces and districts. In addition, should provide an online training program, content, reading documents, presentation, manual, and tests for software users to MLSP.  (referring to Task IV).

E. CONSULTANT’S QUALIFICATIONS /SELECTION CRITERIA

• The desired professional entity has to be a legally registered entity with at least 3 years of experience in the field of information technology.
  
• The professional entity must have experience in introducing software that meets the software requirements to the social protection organization. 
  
• Social protection sector familiarity and prior experience in introducing software that meets the software requirements to the social protection organization would be advantages. The professional entity must have completed similar assignments in the past years in the aforementioned areas (a list of project references indicating the works performed, the name of the client, phone number).
• The professional entity should have a competent team of professionals. The consultancy team should consist of the following members meeting the specific requirements listed below:

Key employees:

The consultancy team should consist of three (3) employees: (i) 1 team leader a senior programmer specialized in software development and (ii) 1 assistant programmer with qualifications in information technology and (iii) 1  assistant employee such as driver and hardware installer.

Team Leader / Senior programmer to develop the software program and trainer (One person)

• Education: should have at least a bachelor degree in information technology
• Experience:  Experienced in information technology, with least of 5-year experience in information technology and software development, would be an advantage to have experience in working in the social protection sector
• Language skills: Excellent written skills in Mongolian and understanding of English.
• Other: Excellent interpersonal skills with the ability to function effectively and collaboratively in a team environment. Have the ability to perform and manage high-quality work in a relatively short period.      

Assistant programmer and trainer (One person)

• Education: should have at least a bachelor degree in information technology
• Experience:  Experienced in information technology, with least of 3-year experience in information technology and software development, previous experience in developing a program on android devices is a must
• Language skills: Excellent written skills in Mongolian and understanding of English.
• Other: Excellent interpersonal skills with the ability to function effectively and collaboratively in a team environment. Have the ability to perform and manage high-quality work in a relatively short period.  

Assistant employee driver and hardware installer (One person)

• Education: should have at least a bachelor degree  
• Experience:  3-year experience as a driver, must have a Category “B” driving license. 
• Language skills: Excellent written skills in Mongolian.
• Other: Excellent interpersonal skills with the ability to function effectively and collaboratively in a team environment.

F. SUPERVISION AND REPORTING

The professional entity will report directly to the Head of a working group, who is the Director of Policy, Planning Department (PPD).  The professional entity will work on a day-to-day basis under the guidance of the Head of Information Technology Division of MLSP, and of the head of the Social Insurance General Office and Labor and Welfare Service General Office on technical matters related to the assignment. Work progress will be presented during the working group meeting or other meetings as needed.   

The Director General of PPD shall evaluate the performance on the agreed deliverables and approve the invoices for the delivered outputs.   

The consulting agency shall provide a 2-3 pages summary final report detailing the achievements and impediments in executing the entire assignment effectively.  The MLSP and SFFS PIU will provide input to the evaluation of the consultant’s performance. 

G. CONTRACT DURATION

The consultancy is expected to commence in November 2021 with a total duration of 4 months. Based on the government side participation and COVID-19 situation the duration can be extended. The Clients are allowed to choose their starting visiting and training schedule during the contract period. If any of the tasks specified is not completed and/or accepted by the Client within the agreed-upon timeline, the consultant shall complete the tasks without any additional cost within an agreed-upon timeline. 

Payments will be released upon satisfactory completion of the deliverables according to the following schedule:

Deliverable 1: 30% of the total contract amount;

Deliverable 2: 20 % of the total contract amount;

Deliverable 3 and 4: 50% of the total contract amount.

Domestic travel expenses, software and kiosk installment fees, and the cost of training instructors shall be included in the total cost. 

H. INSTITUTIONAL ARRANGEMENTS

The Social Insurance General Office will provide office space for the professional entity and to cooperate with them for successful training. The professional entity will have access to all necessary data and information.

If you possess the above qualifications, please submit the following documents via email to procurement_sgm@sffs.mn:  

- Letter of Expressions of Interest; 

- Company introduction along with a copy of state registration certificate; 

- Audited financial statements for last two years; 

- Implementation Plan and Schedule; and

- Evidence of specific experience and qualification information of the firm relevant to the assignment (Annex I). 

Expressions of Interest must be delivered in a written form to the address below by e-mail no later than 15:00 PM, November 19, 2021. Expressions of Interest should be clearly marked “Professional entity to introduce a web-based system for internal monitoring, and establish a customer satisfaction survey system for social welfare, labor, and social insurance departments with Ref no. D1/CS/050)”. 

The consultant will be selected in accordance with the World Bank’s Procurement Regulations for IPF Borrowers (July 2016).

The submitted documents will not be returned to the applicants. Please be noted that incomplete applications would not be considered for evaluation. Only selected candidate will be contacted. Further information can be obtained at the address below during office hours: 8:30 to 17:30 hours (local Ulaanbaatar time) or procurement@sffs.mn.

Address for submission of Expression of Interest: Attention to Ms.Ariunaa.G, Procurement Specialist, Strengthening Fiscal and Financial Stability Project, Address: Room #205, Negdsen undestnii 8/2, 4th khoroo, Chingeltei District, Ulaanbaatar, Mongolia. 

Tel: 70120582 or via email to: procurement-sgm@sffs.mn.  

70120582