Terms of Reference for
Development and Maintenance of Software Application for Beneficiary Empowerment
Consultancy
A. Introduction
GOAL is an international emergency and development NGO dedicated to alleviating the suffering of the poorest and most vulnerable. GOAL was established in 1977 and is currently operational in 13 countries world-wide. GOAL has been working in Syria since 2013, responding to the acute needs of conflict-affected communities. GOAL is working in Idleb Governate, both through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, and provision of Water, Sanitation and Hygiene (WASH) through support to Water units, as well as emergency support to recently displaced households. GOAL has been contributing to the urban refugee responses in Turkey since 2016 with a focus on responding to needs in health service delivery, social safety nets and protection of vulnerable and marginalized refugees in southern Turkey.
B. Background
The ongoing Syrian conflict has resulted in protracted displacement and heightened protection concerns for all affected populations, refugees, asylum seekers and host community members in the urban/peri-urban areas across Turkey. Despite the Government of Turkey’s investments since the beginning of the crisis and its broadly welcoming attitude and efforts to ensure access to basic services, the large numbers of displaced persons in precarious situations have put considerable stress on Turkey’s health and social welfare systems and on its capacity to meet protection needs which considerably limits vulnerable and marginalized refugee’s access to services.
GOAL Turkey has been implementing an ECHO funded protection program (LINK), LINK aims to connect vulnerable and marginalized communities to available state and non-state services in Adana, Gaziantep, Mersin and Şanlıurfa using outreach, advocacy and Individual Protection Assistance (IPA) approaches. LINK has been designed to address and mitigate protection concerns of the vulnerable/marginalized refugees through provision of critical information and raising their awareness on their rights, obligations and services available in Turkey, by sensitization/advocacy (targeting key stakeholders and service providers, etc.) activities and Individual Protection Assistance (IPA) services to enable marginalized/vulnerable refugees to access to basic, social and protective services available under the provisions of Temporary and International Protection regulations in Turkey. In all locations, the program particularly targets refugees from nomadic/semi-nomadic backgrounds including Dom and Abdal communities and refugees engaged in seasonal agricultural laboring along with other vulnerable refugees.
One of the ambitions of LINK program is to develop and maintain an user friendly (adapted to sociocultural/socioeconomic realities and abilities of LINK target groups) web-based software application to collect real-time direct data and feedbacks from its beneficiaries to maximize beneficiary participation in program design and implementation processes. Web-based Beneficiary Empowerment Software expected to use an innovative information technology approach which would enhance program implementation by enabling beneficiaries to share data and information they prioritize to GOAL in addition to features that allow appropriate data collection, monitoring and evaluation, awareness and feedback.
C. Objectives of the Consultancy
The objective of the consultancy is to develop an innovative, robust, secured and flexible app-based tool with web-based dashboard (that can integrate different features based on the program and beneficiary needs) to maintain records of beneficiaries receiving services from GOAL while enabling beneficiaries to share data and information they prioritize to GOAL in addition to features that allow appropriate data collection, monitoring and evaluation, provision of awareness materials, real time beneficiary feedback and producing real time reports.
D. Overview of the proposed system
The proposed software/mobile application will provide an online app-based tool with web-based dashboard to connect GOAL/LINK MEAL team, program staff, beneficiaries and relevant stakeholders and facilitate direct information exchange between them. GOAL MEAL and/or program teams will be able to track data collection and beneficiary feedbacks through this software. GOAL/LINK beneficiaries will be able to update their profile (address and contact details, etc.) in the system, receive appropriate notifications and information/awareness materials from GOAL and respond to surveys (including protection monitoring surveys) and post activity monitoring (PAM) questionnaires posted by the MEAL team, etc. and provide direct feedback to GOAL on the aspects of the LINK program and the services they receive from GOAL. Beneficiaries, selected stakeholders and key informants will be able to receive/respond to surveys, have access to awareness raising materials and provide feedbacks to GOAL, etc. The application shall be accessible by at least 4 staff GOAL staff (to manage the tool 3 MEAL and 1 program staff) at all times with options to add additional GOAL staff.
Overview of the activities would be performed through the prospective system/application by different groups are shown below:
Beneficiarias:
- Can update their profile.
- Can receive and search for information/awareness materials.
- Can inquire specific information from GOAL/LINK.
- Allows vulnerable beneficiaries to request assistance for themselves or for others they are aware of.
- Can respond to surveys, protection monitoring and PAM questionnaires.
- Can receive notifications from GOAL.
- Can provide direct feedback and complaints to GOAL/LINK MEAL team.
GOAL/LINK MEAL:
- Can view beneficiary profiles per access rights.
- Can build and upload dynamic questionnaires.
- Can approve beneficiary registrations.
- Can send mass messages including written, voice and visual information/awareness materials, etc.
- Can manage users and create organizational structures to manage access and users’ roles. This to be built in collaboration with GOAL and managed by vendor during the first 6 months.
- Can import/export bulk data via Excel or csv, through pre-defined templates.
- From web-based dashboard, can manage contents like notices, news and information gallery, etc. on beneficiary app, and from dashboard can manage content on beneficiary app.
- Can track activities and history.
GOAL Program Staff:
- Can perform protection monitoring surveys and withdraw updated protection monitoring data on a timely manner.
- Can perform needs assessment based on requests from beneficiaries.
- Receive beneficiaries feedback/request for assistance disaggregated by age group, gender, disability, vulnerability, risk, and locations.
Following will be the key technical features of the software:
- The software will be web based for dashboard, app-based for beneficiaries and partners, browser & device independent & android application (not a web site mirror) can be installed in the beneficiaries’ smartphones.
- Relational Database (RDBMS, not XML) as per technology stack.
- The system will be able to push notifications, written, voice and audio information materials and that can be configurable.
- Users, Roles and Access management will be integrated as part of the software.
- The system will be able to enforce all server side and client-side data validation.
- The system will be able to show instructions on maps using Google map or other online mapping services.
- CMS will be available for information specifically for beneficiary app updating and content adding.
- For custom-built software, the software source code must have sufficient comment and be delivered without encryption.
- Choice of technology stack should be at the behest of the vendor but should allow for real time reporting and have provision for integration with core GOAL data system(s) (PowerBi and Commcare).
- App should have multi-language capabilities, with Turkish, English and Arabic for phase 1 pre-configured (GOAL will provide all language translations).
E. Scope of Work
The consulting firm/consultant will work closely with GOAL LINK staff to elicit requirements and manage the software development life cycle including capacity building and knowledge transfer. Vendor will provide user manual/tutorial with screenshots (video tutorial and/or infographics with QC code for the beneficiaries’ side). For custom-built software, vendor shall provide detailed development documentation (workflow diagram, data flow diagram, EERD (enhanced entity relational diagram). In general, the scope of the work will be as follows:
- Gather requirements and develop user stories/use cases: In discussion with selected GOAL/LINK staff, gather details of the requirements; prepare a detailed/refined requirement specifications (SRS) and get signed off by GOAL. A tentative requirement and expected features/specifications) of the software app are listed in Annex 1.
- Develop and test the web-based dashboard and android-based application: Based on the requirements gathered, develop an application framework that includes user management, access control, security, and workflow for publishing information. This application framework should be able to add modules in future and be able to share data with other applications. Test the application framework with the real users from GOAL/LINK and its beneficiaries and gather feedback on the system (Beta version of the software).
- Finalize the web-based dashboard and android-based application: Based on the feedback received from the testing by the real users, finalize the web-based dashboard and android-based application and prepare technical documentations and user manuals for orienting the users.
- Orient GOAL/LINK staff and end users: Orient the system administrator, LINK/GOAL staff and beneficiaries (through LINK staff) on administering, using the system and the application. Finalize the users’ manual based on feedback received from the end users. Make the user manual as help file to online application so that user can refer to the manual as and when needed.
- Hand over the software for custom-built application: Host the online software through designated web server and hand over the documented source code, user manuals and training materials to GOAL with a plan of regular maintenance.
- Provide troubleshooting support: Provide troubleshooting support for at least 1 year after handing over the software, during the implementation of LINK II. The support should be in person (physically or online) over telephone or via email, as requested by GOAL (if any onsite support needed, GOAL will pay for all expenses for site vests).
F. Expected Deliverables
The contractor will deliver the following as part of this assignment:
(1) Inception Report with project plan.
(2) Software developed and delivered as per technical requirements stated in the scope of work and agreed through contract.
(3) Conducted orientation training for selected LINK staff.
(4) Conducted software maintenance training for custom-built software for selected LINK staff.
(5) Delivered final version of the Software along with documented source code for custom-built software.
(6) Delivered user’s manual (for both staff and beneficiaries) and training materials.
G. Timeframe
The contractor will submit detailed time frame/workplan for completing the assignment in light of the following tentative timeframe for the milestones.
| Milestone No. | Task/Output | Deadline / Time |
| 1 | Inception Report with SRS | Within 1 working week after starting the assignment. |
| 2 | Software developed, BETA tested and delivered as per technical requirements stated in the scope of work and agreed in SRS | Within 6 working weeks after starting the assignment, must be agreed and signed off by GOAL. |
| 3 | Conducted orientation training for GOAL/LINK staff including software maintenance training | Within 7 working weeks after starting the assignment orientation training will be organized and conducted by the consultant in consultation with GOAL/LINK staff. |
| 4 | Deliver refined final version of the Software; along with documented source code for custom-built software | Within 7 working weeks |
| 5 | Deliver user’s manual (for both staff and beneficiaries) and training materials. | Within 7 working weeks |
H. Financial proposal
The financial proposal by the firm/consultant should contain itemized cost, at least for the following broader deliverables: System analysis and requirements gathering cost; software development and testing cost; orientation training for GOAL/LINK staff; and post-handover troubleshooting support cost, etc.
İ. Proposed Payment Schedule:
The Payments are made upon satisfactory completion and acceptance by the GOAL for the deliverables:
- 10% of the contract value upon submission of Inception Report and SRS (milestone 1)
- 50% of the contract value upon submission of Software developed as per technical requirements stated in the scope of work and SRS (milestone 2)
- 20% of the contract value upon submission of the user manuals, training materials and completion of training (milestone 3)
- 20% of the contract value upon submission of the refined Final Version of the Software along with documented source code, final user manuals and training materials (milestone 4 &5)
J. Reporting Arrangements
The contractor will work under the overall guidance of GOAL Turkey MEAL Manager and Head of Programs. As the assignment will be time constrained, the consultancy farm/consultant will provide weekly update on the progress during the assignment.
K. Minimum Qualification & Experience Required from Potential Vendors
The team should consist of the following roles at the minimum:
| Role | Responsibilities | Qualification |
| Consulting farm/Consultant – Team Lead | Responsible for managing the software development project, liaison with GOAL and gathering requirements; report on progress of development and monthly reports on an agreed reporting model during the 1-year support | 5 years’ experience in managing projects in fragile context environment |
| Consulting farm/Consultant developer | Develops the database structure and application framework using suitable open source Software (if applicable) based on requirements gathered; | 5 years’ experience in development of proprietary toolset |
| Consulting farm/Consultant service delivery | Develops user manual, training materials; delivers training to GOAL team | 3 years’ experience managing a service delivery model |
| Consulting farm/consultant service delivery | Monitoring the systems, ensuring system is available according to an agreed standard SLA requirement; provide support according to an agreed SLA requirement | 3 years’ experience managing a service delivery model |
In addition to the above, the firm should fulfill the following criteria:
- Legal establishment for a minimum of three years (proven document. e.g. trade license, VAT registration, etc.).
- Experience in similar assignments, particularly in humanitarian context with proven track record.
- Should have capacity to provide post-deployment support for at least 1 year after the deployment.
L. Submission of proposals
GOAL invites technical and financial proposals from eligible software companies/consultants to implement the assignment. The proposals should include detailed methodology, detailed work plan, a cover letter/ motivation letter explaining why they are the most suitable for this assignment, and a detailed budget. A Purchase Order will be awarded based on the quality of technical and financial proposals following GOAL’s procurement and financial rules and regulations. Payment will be made in EUR (BDT) as per the GOAL financial rules and payment conditions as stipulated in the service Agreement/ Purchase Order and ToR.
- Please ask for the required documents and information to submit your proposal through the e-mail below before 13/10/2020 at 5:00 PM Turkey Time.
- [email protected] subjected as 21547-GAZ-M&E BETH Tools Quotation Submission Documents Request.
- To help us track our procurement effort, please indicate in your email where (vacanciesinturkey.com) you saw this tender notice.
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