TERMS OF REFERENCE. Consultancy Services: The Development of a Cloud-Based Client Relationship Management Tool for CAIPA 1

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1 TERMS OF REFERENCE Cnsultancy Services: The Develpment f a Clud-Based Client Relatinship Management Tl fr CAIPA 1 1. BACKGROUND AND PROJECT DESCRIPTION Investment prmtin experts have emphasized the need fr the management f infrmatin related t ptential and actual investrs (clients) and the significant benefits that can accrue t Investment Prmtin Agencies wh priritise this gal. Custmer relatinship management (CRM) tls are being used extensively by Investment Prmtin Agencies (IPAs) t successfully manage their interactins with clients. They enable IPAs t track the prgress made with ptential investrs frm leads t prjects, prvide a place t stre all relevant ntes and files as well as client infrmatin and are used as a database f interactins s everyne within the IPA can view a full scpe f the relatinship with a client. CRMs als generate reprts and allw fr increased analysis f data t achieve better service delivery and facilitatin. Althugh all CAIPA members recgnise the imprtance and need fr a CRM, nly 4 IPAs within CAIPA have access and utilize a CRM. These 4 IPAs represent 4 f the 9 IDB member cuntry IPAs f the Assciatin. This is primarily due t the significant csts assciated with the purchase f licenses fr an ff-the-shelf mdel and the assciated expense fr custmizing these mdels t meet the specific needs f the IPAs. The develpment f a bespke mdel is nt cnsidered a suitable ptin due t the high risk f bslescence in a shrt perid f time. The preferred ptin by CAIPA members is a mdel that is cst effective, is easily accessible in real time, allws fr prtability and eliminates the cstly purchase f expensive hardware r sftware. A clud based slutin is psited as the mst suitable slutin fr CAIPA and the develpment f a apt English pen surce platfrm using php technlgy is the main deliverable f this prject. Favurable cnsideratin will be given t graphical reprting presented in Sencha. Given the cnstant evlving nature f clud-based technlgy, the cnsulting firm will als be required t prvide supprt services t the IPAs within CAIPA fr a perid f 2 years under a separate Service Level Agreement (SLA) that cnsiders the upgrading f all sftware used n the platfrm and that may cnsider additinal custmizatin and further training f IPA Infrmatin Technlgy staff. The cnsulting firm must indicate a willingness and ability t ffer this service at a reasnable cst as a part f its expressin f interest in this prject. 1 The beneficiary cuntries under this prject are IDB member states including: The Bahamas, Barbads, Belize, the Dminican Republic, Guyana, Haiti, Jamaica, Suriname and Trinidad & Tbag. Other CAIPA members will benefit indirectly under this prject. 1 P a g e

2 The prcurement f a clud based CRM fr CAIPA is ne f the initiatives being undertaken thrugh the prvisin f funding assistance by the Inter-American Develpment Bank under a Reginal Public Gds Prgramme entitled Supprt fr Freign Direct Investment in the Caribbean. The main bjective f this prject is t assist the Caribbean Assciatin f Investment Prmtin Agencies in the psitining f the regin as a lcatin fr Freign Direct Investment (FDI) and t present the Caribbean as a single investment destinatin. The prject will be jintly financed with Caribbean Exprt Develpment Agency, as well as the fllwing members f the Caribbean Assciatin f Investment Prmtin Agency, namely, The Bahamas Investment Authrity (BIA), Invest Barbads, The Belize Trade and Investment Develpment Service (BELTRAIDE), the Centre fr Exprt and Investment f the Dminican Republic (CEI-RD), the Guyana Office fr Investment (GO-INVEST), The Centre fr the Facilitatin f Investment in Haiti (CFI), Jamaica Prmtins (JAMPRO), Investment and Develpment Crpratin Suriname NV, investt (Trinidad & Tbag). This activity frms a part f several initiatives under the Reginal Public Gds Prgramme that seeks t realise the abve mentined bjective. Interested firms frm the member cuntries f the Inter-American Develpment Bank are being asked t present a technical and financial prpsal fr evaluatin, twards the realizatin f this assignment. 2. OBJECTIVE(S) OF THE CONSULTANCY This assignment envisages the use f clud-based technlgy t develp a CRM tl fr CAIPA. The tl will be accessible by all CAIPA members and the CAIPA Secretariat and will allw fr the effective management f client relatinships utilising real time data withut the high csts f expensive hardware and sftware. 3. SCOPE OF SERVICES The firm is expected t deliver the fllwing results: A. Diagnstic Assessment: Cnduct an assessment f CAIPA s IPAs and the CAIPA Secretariat that increases understanding f the CRM needs. This must include a review f the existing sftware, hardware and internet capacity within the IPAs, data and fields fr cnsideratin based n available infrmatin within the IPA, amng thers. This phase will als include a review f the existing gd practice, market leading, clud-based CRM platfrms, with a view t increasing understanding f the specificatins t be cnsidered fr the CAIPA CRM mdel and prviding recmmendatins n suitable slutins. B. Custmize a CRM platfrm using the available clud based technlgy that cnsiders the fllwing key attributes nted by CAIPA members fr a CRM tl. It shuld, at a minimum: 2 P a g e

3 Serve as a cntact database, recrding interactins with clients Track numbers f prjects, capital investment and jbs frm pipeline t prject executin fr bth dmestic and freign investments Have a easy t use and nice interface Generate custmisable reprts Allw fr integratin, calendar integratin, etc. and fr the attachment and uplading f dcuments/phts e.g. f a site visit Prvide security and redundancy, allwing fr different levels f access C. Prvide training t CAIPA IT staff n the use and integratin f the CRM tl int their daily peratins. Develp related user manual and training materials. 4. METHODOLOGY The firm will be required t wrk clsely with the Snr. Advisr, Investment Prmtin and the Snr. Advisr, Infrmatin Systems within Caribbean Exprt. The firm will als be required t interface directly with the Investment Prmtin Agencies in the Caribbean. 5. DELIVERABLES and REPORTING REQUIREMENTS The deliverables t be submitted by the firm are as fllws: An Inceptin Reprt (Reprt 1) that includes a prpsed prject design, wrk plan, timelines, as well as a draft survey questinnaire fr the IPAs. This is t be presented within 10 wrking days f the cmmencement f the cnsultancy. Prir t submissin f the Inceptin Reprt and at the cmmencement f the cntract, the firm will be required t attend an nline inceptin meeting, with the Caribbean Exprt team, in rder t define timelines and next steps. Any freseen challenges and remedial actin shuld be dcumented as a part f Reprt 1. Reprt 2 shuld include infrmatin n the fllwing: Infrmatin gathered frm the diagnstic assessment A first design f the platfrm including a mdel fr testing This deliverable is expected within 60 days after submissin f Reprt 1. Reprt 3 entails: The incrpratin f cmments and feedback n the platfrm and delivery f a final prduct that has been tested with all kinks reslved; 3 P a g e

4 The develpment f a user manual and training materials and the prvisin f at least 1 face t face and 2 nline training sessins t the IT staff f CAIPA members n the use f the platfrm. This deliverable is expected within 30 days after the submissin f Reprt 2 Each reprt will be required t cntain, at a minimum: (i) summary f the verall implementatin prcess t include any issues and challenges, descriptin and explanatin f delays and impacts and recmmendatins fr reslutin; imprtant meetings r ther events with brief statements f their cnclusins; (ii) wrk plan fr the cming mnth, with main activities, duratin and expected utputs and results. The frmat f these reprts is t be agreed n with the Prject Manager. Each reprt must be submitted as: (i) ne hard cpy (ii) ne electrnic file in MS frmat and (iii) an electrnic file in PDF. 6. CHARACTERISTICS OF THE CONSULTANCY Type f Cnsultant: Cnsulting Firms Expected start date: 23 Nvember 2015 Duratin: A ttal f 100 days is being allcated t this assignment. Extensins may be agreed upn by bth parties, if applicable. Wrkplace: Frm the firm s base f peratins. Travel will be required t deliver 1 face-t-face training. 7. QUALIFICATIONS AND EXPERIENCE: i. Infrmatin Technlgy Expertise Qualificatins, Skills & General Prfessinal Experience A graduate degree in Infrmatin Systems, Cmputer Science, Sftware Engineering r equivalent. 3 Years f experience in clud technlgy. 5 years experience in database design and develpment. Demnstrable experience in the develpment f CRM systems. 8. CLIENT S INPUT AND COUNTERPART PERSONNEL Office accmmdatin will nt be prvided by the Executing Agency. 4 P a g e

5 9. MONITORING AND EVALUATION Perfrmance n this assignment will be measured by timely and pertinent submissin f cmpleted deliverables utlined in Sectin 5 abve and as utlined within the wrk plan and that meet r exceed the expectatins f the Executing Agency. Feedback n each submitted deliverable is nt a requirement fr the cntinuatin f the prject, hwever, cmments will be prvided in a timely manner. 10. PAYMENT SCHEDULE AND CONDITIONS OF CONTRACT All services must be cmpleted t the satisfactin f the Agency and payment will be cntingent n submissin and apprval f the services perfrmed. Payment will be made based n the fllwing schedule: 20% f the ttal sum n signing f the cntract, upn presentatin and apprval f the Inceptin Reprt (Reprt 1) and an riginal invice; 40% f the ttal sum upn presentatin and apprval f Reprt 2 and an riginal invice; 40% f the ttal sum upn presentatin and apprval f Reprt 3 and an riginal invice; and Failure t submit the deliverables will result in nn-payment f fees. The successful firm will be expected t sign a cntract agreement in accrdance with IDB Plicies fr the Selectin and Cntracting f Cnsultants Financed by the Inter- American Develpment Bank. 5 P a g e