Research/Study on Customer Satisfaction of all Construction Industry Stakeholders in all Regional States and City Administrations.

Source: World Bank — Ethiopia Urban Institutional and Infrastructure Development Program

ETHIOPIA

URBAN INSTITUTIONAL AND INFRASTRUCTURE DEVELOPMENT PROGRAM (UIIDP)

Project No. P163452

Grant No.: D277-ET

Assignment Title:  Research/Study on Customer Satisfaction of All Construction Industry Stakeholders in All Regional States and City Administrations

 Reference No.: ET-MUDH-281387-CS-QCBS

 The Government of the Federal Democratic Republic of Ethiopia has received financing from the World Bank toward the cost of the Urban Institutional and Infrastructure Development Program and intends to apply part of the proceeds for consulting services.

 The consulting services (“the Services”) include undertaking a Research/Study on Customer Satisfaction of All Construction Industry Stakeholders in All Regional States and City Administrations

The Ministry of Urban Development and Infrastructure develops policies, strategies, programs and projects in order to enhance the contribution of the sector for the national economy. In doing this the Ministry works with many stakeholders who are involved in construction industry. These stakeholders need different services from the Ministry and other Government organizations which are mandated with construction related activities. As a result the Ministry should identify what services the stakeholders/ customers want and the level of their satisfaction since their satisfaction is an important factor in the development of the construction process and customer relationship as construction companies/ organizations face-increasing competition, greater attention continues to be placed on their relationships and satisfaction.

The general public is the most important part of the survey on stakeholders’ satisfaction as they are the most part of the customer and beneficiaries of the construction services and whenever the general public dissatisfied by the construction services supplied; they will submit their complaints to construction quality control authorities in all levels, Federal, regions and ULGs. There should be the framework established to consider the general public in addressing their grievances of construction quality.

The construction industry is the largest and most complex fragmented industry which involves owners (government, industry, private parties, and investors), designers and construction monitors (engineers and architects), contractors, field managers, supervisors and craftsmen.

GENERAL OBJECTIVES

The main objective of this assignment is to determine the level of construction industry stakeholders’ satisfaction

SPECIFIC OBJECTIVES

• To identify stakeholders needs or demands
• To identify critical factors that affect the performance of the Ministry and/ or the industry
• To formulate recommendations for policy makers in the industry
• To assess the performance of public organizations and The Ministry to enhance the share of the construction industry for the national economy.
• To formulate recommendations for policy makers in the industry
• To identify the main satisfaction factors or attributes for the Ministry and the customers that must be considered by them, and to rank them according to their importance which are mentioned in this terms of reference and others included by the Consultant.
• To investigate the relationship between  the Ministry and its customers
• To develop a composite measure of customer satisfaction and use it to determine the overall rating of the current level of satisfaction;
• To determine the quality of service delivery as perceived by the customers;
• To identify whether expectations are being met or otherwise;
• To identify future intentions of participation by the customers;
• To identify gaps in service delivery;
• To identify the sources of customer complaints/dissatisfaction in regard to service delivery;
• To propose service improvement measures; and
• To prepare and deliver a comprehensive report detailing the methodology, findings, and recommendations from the assessment with a new measurement tool.

It is expected that the assignment will take Twenty Eight (28) weeks from commencement of the services.

 In regard to the level of effort, it is expected that the Consultant will provide:-

• An overall team leader/manager for the entire assignment, who will be responsible for overall management of the entire assignment, logistical arrangements; communication with the Client and key stakeholders; quality control of team members work; coordination and integration of Consultant’s inputs and outputs; data analysis using the latest data analysis software packages and production of the reports and deliverables that are consistent, reliable, concise, readable and clear.
• Key Consultant staff/Core team. The Consultant will provide a core team of key staff with qualifications and experience in key areas relevant to the study as indicated in the TOR.
• Other Support staff.  The Consultant will provide other support staff those are required for the assignment.
• Logistics, Transport, Subsistence Allowances etc. The consultant will be responsible for all logistical, subsistence allowances for the consultant staff and all transport costs for the consultant staff participating in the assignment.

All firms that apply should have a proven track record in implementing research in developing countries. On the quantitative side, the firm should have a solid track record in implementing surveys in developing countries. The firm should also have demonstrated experience in preparing and conducting research and analyzing qualitative data. Next to a team of enumerators, field supervisors, coordinators and the firm will mobilize a survey expert to coordinate and manage the research and guarantee quality.

The core team will be composed of at least Fifteen (15) key staffs (professionals) with one team leader: The team leader will have substantial experience managing and conducting surveys in developing countries, including assessments of program processes and impacts. The consultant firm will hire enumerators, field work supervisors, coordinators and qualitative researches as needed to collect and ensure quality of all data.

The detailed Terms of Reference (TOR) for the assignment can be obtained by e-mail request at the address given below.

The Ministry of Urban Development and Infrastructure now invites eligible consulting firms (“Consultants”) to indicate their interest in providing the Services. Interested Consultants should provide information, including firm profile and brochures, demonstrating that they have the required qualifications and relevant experience to perform the Services. The short-listing criteria are:    

1. Core Business (Areas of Expertise)
2. Years in Business
3. Experience in Similar Assignments
4. Technical and Managerial Capability

Key Experts will not be evaluated at the short-listing stage and, accordingly, CVs should not be submitted.

The attention of interested Consultants is drawn to Section III, paragraphs,3.14, 3.16, and 3.17 of the World Bank’s Procurement Regulations for IPF Borrowers (July 2016 and revised November 2017) (“Procurement Regulations”), setting forth the World Bank’s policy on conflict of interest.

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.

A consultant will be selected in accordance with the Quality and Cost Based Selection (QCBS) method set out in the Procurement Regulations. Further information can be obtained at the address below during office hours: - 8.30 AM-12.30 PM and 1.30 PM-5.30 PM from Monday to Thursday and office hours on Fridays are 8.30 AM-11.30 AM and 1.30 PM-5.30 PM.

Expressions of interest must be delivered in a written form to the address below (in person, or by mail, or by fax, or by e-mail) by not later than not later than Monday, June 13, 2022 at 5.30 PM.

 Attn: Ato Aemero Haddis; Procurement Management Specialist;

Urban Revenue Enhancement, Fund Mobilization and Finance Bureau;

Ministry of Urban Development and Infrastructure;

Email: urefmf@gmail.com: Telephone: 251-115- 54-12-77

 Physical address: 3rd  Floor, Room No. 305, Ministry of Urban Development and Infrastructure Building, Opposite National Bank of Ethiopia, Sudan St./Ras Abebe Aregay St., Leghare Area, P. O. Box 3040, Addis Ababa, Ethiopia.