Request For Proposals (RFP)

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REQUEST FOR PROPOSALSRFP NO: 21 007.Request for Proposals (RFP)Implementation of an Interactive Voice Response (IVR) SystemRFP No: 2021-007Part A: Cover PageIssuance Date:Wednesday, February 3, 2021Questions Due Date/Time:February 12, 2021/17:00 Hours (Boston, MA)Proposal Due Date/Time:February 19, 2021/17:00 Hours (Boston, MA)The USAID DISCOVER-Health project, implemented by JSI Research & Training Institute, Inc. (JSI), issoliciting proposals for the Implementation of an Interactive Voice Response (IVR) System to expandUSSD access for potential low literate and visually impaired.The USAID DISCOVER-Health project is funded by the United States Agency for InternationalDevelopment (USAID) and is subject to all applicable Federal regulations and provisions.Please submit your most competitive proposal in accordance with the instructions to offerors and termsof reference. Any award issued as a result of this RFP will be subject to all instructions, terms ofreference/ specifications, certifications, terms and conditions and funder required clauses. This RFPdocument includes the following parts:PART A:PART B:PART C:PART D:Attachment A:Attachment B:Cover PageInstructions to OfferorsTerms of ReferenceCertificationsGeneral Terms & ConditionsFunder Required ClausesAll proposals, inquiries, and correspondence pertaining to this solicitation are to be directed to theattention of:The Project Director,USAID DISCOVER-Health45/D/REM-3-A/377 cornerReedbuck & Warthog Road,Warthog Office ParkKabulongaP.O Box 51185RW,Lusaka, Zambiarfq discoverhealth2021@jsi.com /nylepitha chirambo@zm.jsi.comJSI is committed to the highest standards of ethics and integrity in procurement. JSI has zero tolerance for fraudand strictly prohibits bribes, kick-backs, gratuities, and any other gifts in-kind or in monetary form. JSI alsostrictly prohibits collusion (bid rigging) between vendors and between vendors and JSI staff. JSI selects vendorson merit and will only engage vendors who demonstrate strong business ethics. Vendors must not participate inbid-rigging or attempt to offer any fee, commission, gift, gratuity or any compensation in-kind or in monetaryform to JSI employees. Vendors who do so will be disqualified from doing business with JSI. Additionally, JSI hasa conflict of interest policy that requires staff to disclose when there is a potential conflict of interest due to thestaff-member’s relationship with a vendor, and if necessary, to refrain from participation in a procurement1

REQUEST FOR PROPOSALSRFP NO: 21 007.involving that vendor. If at any time your organization has concerns that an employee has violated JSIpolicy, you may submit a report via JSI’s Code of Conduct Helpline at: www.jsi.ethicspoint.com.Part B: INSTRUCTIONS TO OFFERORS1. DEFINITIONSOfferor: The individual or firm providing proposals for the supplies or services requested under this RFP.Contractor/Vendor: The individual or firm awarded the services requested under the RFP in the form ofa PO/contract.Buyer: JSI Research and Training Institute, Inc. (JSI) OR John Snow Inc. (JSI).2. PROPOSAL SUBMISSION AND REQUIREMENTSOfferors are encouraged to read the RFP document in its entirety and ensure that their proposaladdresses all of the items cited in the proposal instructions and meets the selection criteria. Allproposals must be submitted by the deadline established on the cover page of this RFP. Offers receivedafter this due date and time will not be accepted for consideration.Questions:All questions or clarifications regarding this RFP must be in writing and submitted torfq discoverhealth2021@jsi.com /nylepitha chirambo@zm.jsi.com, no later than February 12,2021/17:00 Hours (Boston, MA).Questions and requests for clarification, and the responses thereto, will be posted on JSI website orcirculated to all RFP recipients who have indicated interest in this RFP.Only written answers from JSI’s authorized representative will be considered official and carry weight inthe RFP process and subsequent evaluation. Any answers received outside the official channel, whetherreceived verbally or in writing, from employees of JSI, the USAID DISCOVER-Health project, or any otherparty, will not be considered official responses regarding this RFP.Submission of Proposals:The Offeror’s proposal must be accompanied by a cover letter typed on official organizational letterheadand signed by an individual who has signatory authority for the offeror. The offeror must submit acomplete proposal package on or before the due date and time to The Project Director,at rfq discoverhealth2021@jsi.com /nylepitha chirambo@zm.jsi.com. Proposals must be submittedby email only with the subject line “RFP No: 2021-007”The proposals must be prepared in two separate volumes: i. Technical Proposal; and Cost Proposal. Thetechnical and cost proposal must be kept separate. Technical proposals must not make reference topricing data in order to evaluate the technical proposal strictly on the basis of technical merit.The written proposal must contain the following information and documentation:a)Technical Proposal Requirements/ Proposed Plan and ApproachThe Technical proposal (limited to 5 pages) shall describe how the offeror intends to carry out the Termsof Reference as stated in Part C. It should be concise, specific, complete, and demonstrate a clear2

REQUEST FOR PROPOSALSRFP NO: 21 007.understanding of the work to be undertaken and the responsibilities of all parties involved. It mustdemonstrate the offeror’s eligibility, as well as their capabilities and expertise in conducting each step ofthe activity. The offeror must include the following: Describe the team of qualified experts to carry out the Terms of References and specificallyhighlight experience in low-bandwidth environments and implementing IVR systems indeveloping countries, particularly Zambia; Submit CVs for the lead team members demonstrating the relevant skills & experience (thisdoes not count against the 5 page limit); Demonstrate strong project management ability and excellent communication skills; Demonstrate analytical and conceptual skills; Familiarity with HIV Prevention landscape in Sub-Saharan Africa, and Zambia in particular; Submit a proposed workplan that includes activities, deliverables, timelines for completion andresponsible staff members; and Annex - Work portfolio of similar assignments. Files should not exceed 5.0MBOfferor’s shall include only information necessary to provide a clear understanding of the proposedaction and the justification for it. Greater detail than necessary, as well as insufficient detail may detractfrom a proposal’s clarity. Assume that the reader is not familiar with the particular context in which theproject will be implemented. Minimize or avoid the use of jargon and acronyms as much as possible. Ifacronyms or abbreviations are used, include a separate page explaining the terms.b)Capabilities and Past PerformanceThe offeror must submit a capabilities statement along with documentary evidence of pastperformance. Examples of past work are required and should be included as an attachment to theproposal.The capabilities statement should not exceed five (2) pages in length and will be used to evaluate theofferor’s organizational, financial, and technical capacity, in relation to the Terms of Reference in Part C.The Capabilities Statement must include, but is not limited to: size of the agency, financial resourcesavailable to complete this work, staffing competencies and capabilities, past experience performingsimilar work with other donor organizations, and a company profile and/or brochure.c)Cost Proposal Requirements1. The offeror should submit their most competitive and complete cost proposal.2. A fixed unit cost and total cost proposal for completion of works as described in the terms ofreference (Part C).3. All costs must be stated in Zambian Kwacha (Zambian Vendors) or US Dollars (InternationalVendors)4. A fixed price for each category of deliverable, each of which will be considered a fixed pricebudget for that specific segment of work. The price of the PO/ contract to be awarded will be anall-inclusive fixed price. No profit, fee or additional costs can be included after the award. Allitems/ services must be clearly labeled and included in the total offered price.5. Please indicate all prices exclusive of VAT, Excise or other taxes.6. The offeror should submit cost proposal budget narrative.7. Any daily rates for individuals proposed can not exceed the USAID max daily rate of 705 USD orLocal Currency Equivalent. Daily rates must be justified based on past rates for similar work.Cost Proposal Budget Narrative Preparation Instructions3

REQUEST FOR PROPOSALSRFP NO: 21 007.A detailed budget narrative that justifies the costs as appropriate and necessary for the successfulcompletion of proposed activities should be attached to the budget. The budget narrative should clearlydescribe the project and cost assumptions. All proposed costs and estimates must be reasonable andallowable in accordance with the US Government’s Cost Principles established in 2CFR200, Subpart E.All proposed costs must be directly applicable to performing the work under the award and budgetedamounts should not exceed the market cost/value of an item or service.The budget narrative should be of sufficient detail so that someone unfamiliar with your organization orthe activity could review and adequately understand and grasp the assumptions, reasonableness andcalculation method used.Budget narrative must be prepared using Microsoft Word software. Supporting information must beprovided in adequate detail for conducting a comprehensive analysis.d)CertificationsThe proposal shall be accompanied by all required Certifications in Part D, signed by an authorizedofficial of the offeror.a. Representations and Certificationsb. Certification Regarding Debarment, Suspension, or Proposed Debarment3. AWARDJSI intends to issue a fixed price purchase order / contract to the offeror(s) who best meet the criteriaspecified in this RFP and are determined to be responsible and eligible contractor to provide therequired goods/services.4. EVALUATION CRITERIAProposals will be evaluated first to ensure that they meet all mandatory requirements and responsive.To be determined responsive, a proposal must include all documentation as listed in section 2.Proposals that fail to meet these requirements will receive no further consideration. A non-responsiveproposal to any element may be eliminated from consideration.Responsive proposals will be evaluated and ranked by a committee on a technical basis according to thecriteria below. Those proposals that are considered to be technically acceptable shall then be evaluatedin terms of cost.For the purpose of selection, the evaluation will be based on the following weighted point scale (totaling100 points) of the proposal in its entirety, including, but not limited to, the following:No. CriteriaTechnical Approach, Methodology and Implementation plan Comprehensiveness of proposal approach. Clarity and appropriatenessof proposed activity.1 Implementation plan and proposed timeline are realistic and include allproposed elements of activity. Responsiveness to Terms of ReferencePoints404

REQUEST FOR PROPOSALSRFP NO: 21 00723Capabilities and Past Performance Organizational, financial and technical capabilities and resources toimplement this work Previous successful past experience implementing similar activities.Proposed Costs Reasonableness of proposed budget based on scope of activitiesproposed. Summary budget, detailed budget, and budget notes included. Comparative lowest priceTotal.20401004. TERMS OF AWARDThis document is a request for proposals only, and in no way obligates JSI or its donor to make anyaward. Please be advised that under a fixed price contract the work must be completed within thespecified total price. Any expenses incurred in excess of the agreed upon amount in the PO/ contractwill be the responsibility of the contractor and not that of JSI or its donor. Therefore, the offeror is dulyadvised to provide its most competitive and realistic proposal to cover all foreseeable expenses relatedto provide requested goods/services.All deliverables produced under the future award/contract shall be considered the property of JSI. JSImay choose to award a contract for part of the activities in the RFP. JSI may choose to award a contractto more than one offeror for specific parts of the activities in the RFP.5. PROPOSAL VALIDITYThe offeror's technical and cost proposals must remain valid for not less than 120 calendar days afterthe deadline specified above. Proposals must be signed by an official authorized to bind the offeror toits provisions.6. PAYMENT TERMSJSI payment cycle is net 30 days upon receipt of deliverables, goods/services, inspection and acceptanceof goods/services as in compliance with the terms of the award and receipt of vendor invoice. Fullcooperation with JSI in meeting the terms and conditions of payment will be given the highestconsideration.7. FINANCIAL RESPONSIBILITYOfferors which are firms and not individuals must include in the capabilities statement that they havethe financial viability and resources to complete the proposed activities within the period ofperformance and under the terms of payment outlined below. JSI reserves the right to request andreview the latest financial statements and audit reports of the offeror as part of the basis of the award.8. LANGUAGEThe proposal, as well as correspondence and related documents should be in English.9. Source/Nationality:5

REQUEST FOR PROPOSALSRFP NO: 21 007.All goods and services offered in response to this RFQ must meet the source and nationalityrequirements set forth in United States Code of Federal Regulations, 22 CFR 228. Cuba, Iran, Iraq, Laos,Libya, North Korea, and Syria are prohibited source countries and no goods can be produced or sourcedfrom those countries.The authorized geographic code for this RFQ is 937. Code 937 is defined as the United States, thecooperating country, and developing countries other than advanced developing countries, and excludingprohibited sources. This means goods not located in Zambia can only be shipped from the U.S. or adeveloping country (excluding advanced developing countries). The list of eligible developing countriesis at: s/1876/310maa.pdf. The list of advanceddeveloping countries is at: s/1876/310mab.pdf.10. NEGOTIATIONSThe offeror's most competitive proposal is requested. It is anticipated that any award issued will bemade solely on the basis of an offeror’s proposal. However, the project reserves the right to requestresponses to additional technical, management and cost questions which would help in negotiating andawarding a contract. The project also reserves the right to conduct negotiations on technical,management, or cost issues prior to the award of a PO/ contract. In the event that an agreementcannot be reached with an offeror the Project will enter into negotiations with alternate offerors for thepurpose of awarding a PO/ contract without any obligation to previously considered offerors.11. REJECTION OF PROPOSALSJSI reserves the right to reject any and all proposals received, or to negotiate separately with any and allcompeting offerors, without explanation.12. INCURRING COSTSJSI is not liable for any cost incurred by offerors during preparation, submission, or negotiation of anaward for this RFP. The costs are solely the responsibility of the 0fferor.13. MODIFICATIONSJSI reserves the right, in its sole discretion, to modify the request, to alter the selection process, tomodify or amend the specifications and scope of work specified in this RFQ.14. CANCELLATIONJSI may cancel this RFP without any cost or obligation at any time until issuance of the award.6

REQUEST FOR PROPOSALSRFP NO: 21 007.Part C: Terms of ReferencePurpose:IVR SystemPeriod of Performance: 61 daysPlace of Performance:Zambia or Remote SupportActivity Code:37129.0001.0001I. BackgroundJSI is soliciting for a proposals from individuals/firms for services to implement interactive voice response (IVR)system to expand USSD access for potential low literate and visually impaired.JSI implements the USAID DISCOVER-Health project to support the Ministry of Health (MOH) in the provision ofquality health services and products. The Project’s aim is to improve the lives of Zambians by ensuring equitableaccess to, and use of high-quality HIV, maternal newborn and child health (MNCH), family planning andreproductive health (FP/RH) services and products at the district and community levels. The Project utilizes andsustains a health model that maximizes the relative strengths of the public and private sectors to deliver healthproducts and services that reach all beneficiaries and consumer markets.Interactive Voice Response (IVR) is an automated telephony system technology that interacts with the callers,gathers the required information and routes the calls to the particular/appropriate recipient. IVR is a convenientand easily accessible system on all types of mobile phones and does not require internet connection or any coston the end users at all. The IVR system is a user friendly, easy to understand tool that can interact with both theliterate and illiterate in their native language. The IVR system can be accessed on both smart and feature (basic)phones. With this system the USAID DISCOVER-Health PrEP Information Management System and the VirtualHTS Management System on the USSD will be able to be accessed and used by clients who are differently abledusing English and the 7 major local languages. The system will use cell phone tower triangulation toautomatically choose an appropriate language for a client based on the location they are calling from but alsoprovide an option of choosing any other language available on the system based on the client’s preference.II. ObjectivesUSAID DISCOVER-Health requests the service provider to implement an Interactive Voice Response (IVR) systemto expand USSD access for PrEP and HTS Clients to include those that are differently abled like the blind andthose that are low literate. The IVR system will be interfaced with the current RIMS database currently used byUSAID DISCOVER-Health. RIMS is a digital Management Information System developed by the project team thatmonitors the implementation process of programs in different units in USAID DISCOVER-Health. In such a largedecentralized project, RIMS offers real-time information that helps to track and manage project activities in amanner that provides the right information enabling management to make informed and timely decisions topositively steer the performance of the project. The RIMS tool is fully owned by JSI and is used by the StrategicInformation, Prevention and Behavioral Interventions, and Finance and Administration teams at USAIDDISCOVER-Health for a variety of functionalities.The purpose of the IVR system is to:7

REQUEST FOR PROPOSALSRFP NO: 21 007.1. Provide PrEP and HTS Clients with a 24/7 communication option to access PrEP and HTS servicesvirtually through the USSD12. Increase PrEP and HTS service access by clients during COVID 19;3. Provide PrEP and ART Clients with treatment adherence services without the need to speak with ahealth service providers;4. Conduct client satisfaction surveys and record access logs for the purposes of service modification tomeet the frequently accessed needs of the PrEP and HTS Clients;5. Segment information according to demographics.III. Technology RequirementsSince this system will be resting on a server, the host server will be a windows 2016 server and will bevirtualized to accommodate Linux operating system for telephony. This system uses Java ExpertSystem Shell (JESS) for

REQUEST FOR PROPOSALS RFP NO: 21_007 . 1 . Request for Proposals (RFP) Implementation of an Interactive Voice Response (IVR) System . RFP No: 2021-007 . Part A: Cover Page . Issuance Date: Wednesday, February 3, 2021. Questions Due Date/Time: February 12, 2021/17:00 Hours (Boston, MA) Proposal Due Date/Time: February 19, 2021/17:00 Hours .

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