Development of a Grievance Redressal System and Call Centre

Specific Procurement Notice

Request for Bids

Non-Consulting Services

Employer: Ministry of Gender, Youth and Social Development

Project: Pathways to Sustainable Livelihoods Project

Contract title: Development of a Grievance Redressal System and Call Centre Tracking System

Country: Lesotho

Loan No. /Credit No. / Grant No.: 7148-LS

RFB No: LS-MOSD-512030-NC-RFB

Issued on: 31st October 2025

• The Government of Lesotho has received financing from the World Bank toward the cost of the Pathways to Sustainable Livelihoods Project (PSLP) and intends to apply part of the proceeds toward payments under the contract for the Development of a Grievance Redressal System and Call Centre Tracking System.

• The Ministry of Gender, Youth and Social Development now invites sealed Bids from eligible Bidders for the Development of a Grievance Redressal System and Call Centre Tracking System.

• Bidding will be conducted through international competitive procurement using a Request for Bids (RFB) as specified in the World Bank’s “Procurement Regulations for IPF Borrowers -” IPF Borrowers” July 2016 (“Procurement Regulations”), updated February 2025, setting forth the World Bank’s policy on conflict of interest. (“Procurement Regulations”) and is open to all eligible Bidders (or only to prequalified Bidders as the case may be) as defined in the Procurement Regulations.

• Interested eligible Bidders may obtain further information from Pathways to Sustainable Livelihoods Project, Ministry of Gender, Youth and Social Development, 1010 Building, Bus Stop, Maseru, Attn: Procurement Specialist - email: [email protected] and inspect the bidding document during office hours 0800 to 1600 hours at the address given below.

• The bidding document in English may be purchased by interested eligible Bidders upon the submission of a written application to the address below and upon payment of a nonrefundable fee of LsL2,000.00 (Two-Thousand Maloti) or in a convertible currency. The method of payment will be by Bank Transfer to bank account below, and shall be collected from the address shown in 4 above or can be send by email:

Name of Account: Pathways to Sustainable Livelihoods Project

Account Number: 11990169219

Bank: Nedbank Lesotho

Branch: Maseru

Account Type: Current

Branch Code: 390-161

Swift Code: NEDLLSMX

The document will be sent by email or can be collected from the address in 4 above.

• Bids must be delivered to the address below Ministry of Gender, Youth and Social Development, 2nd Floor, 1010 Building, Bus Stop, Maseru on or before 12:00noon on 02nd December 2025. Electronic Bidding will not be permitted. Late Bids will be rejected. The outer Bid envelopes marked “ORIGINAL BID”, and the inner envelopes marked “TECHNICAL PART” will be publicly opened in the presence of the Bidders’ designated representatives and anyone who chooses to attend, at the address below on Tuesday 02nd December 2025 at 14:30hrs. All envelopes marked “FINANCIAL PART” shall remain unopened and will be held in safe custody of the Employer until the second public Bid opening.

• All Bids must be accompanied by a Bid Security of LsL25,000 (Twenty-Five Thousand Maloti).

• Attention is drawn to the Procurement Regulations requiring the Borrower to disclose information on the successful bidder’s beneficial ownership, as part of the Contract Award Notice, using the Beneficial Ownership Disclosure Form as included in the bidding document.

• The address(es) referred to above is (are):

The Principal Secretary

Ministry of Gender, Youth and Social Development

P/Bag A222, Maseru, Lesotho

1010 Building, Bus Stop

Maseru