THE DEVELOPMENT OF A CONSUMER-FACING QUALITY OF SERVICE METRICS WEB PORTAL

REQUEST FOR EXPRESSIONS OF INTEREST

Name of Project: The Gambia Fiscal Management Development Project (P166695)

Grant No.: IDA-D6190

Assignment Title: Recruitment OF Consultant Firm for the Development of a Consumer-Facing Quality of Service Metrics Web Portal

Reference No.GM-PPPPE-409952-CS-CQS

Introduction

The Public Utilities Regulatory Authority (PURA) is mandated by law to educate and inform consumers so they can make well-informed decisions. PURA currently operates a robust quality-of-service (QoS) monitoring system to continually audit telecom service performance. While results are published in newspapers, an accessible web portal could further empower Gambians by providing insights into the quality of service of providers’ networks.

As such, PURA seeks the services of an experienced firm or consultant to submit a proposal for the development of an interactive, consumer-facing web portal displaying our QoS data to increase transparency on provider performance at the community level. The portal will focus on converting technical QoS reporting into user-friendly formats, emphasizing service reliability at the community level.

The platform would showcase current quality of service metrics across mobile and fixed line operators, with abilities to compare providers and filter results by location. Creative data visualizations would focus specifically on converting PURA's technical reports into understandable formats for public users focused on service reliability in their neighborhood

Objectives:

The primary objective is to enhance transparency and provide accessible insights into the QoS data collected through PURA's robust monitoring system. Key objective is to design an intuitive, visually compelling web portal allowing consumers to:

• View QoS metrics (network coverage, signal strength, download speeds, latency, outage frequencies etc) across mobile and fixed line operators to be live on a monthly basis.

• Filter QoS indicators by provider and location to compare performance.

• Access summaries of PURA service quality monitoring and auditing procedures

Highlight gaps in service quality to guide PURA’s universal access efforts

Scope of Services:

• Aggregate live quality of service data sets from PURA’s performance measurement systems

• Develop customized portal architecture and interfaces applying human-centered design principles for ease of public use including on mobile devices.

• Display performance data in engaging formats such maps, graphs and ratings communicating metrics clearly.

• Build database capabilities to filter by area (region/District), provider, technology, and types of quality indicators.

• Implement functionality for PURA to upload educational summaries on service quality oversight regulations and initiatives for consumers to download.

Deliverables

The deliverables shall include:

• Web Portal Hosting: A dedicated, high performance server fully configured to host and secure the web portal with backup capabilities.

• Technical Documentation:

• Project Plan detailing architecture and major milestones from inception through to production deployment.

• Training Manual outlining all system components, usage workflows and job aids to facilitate new user onboarding after hand-off.

• Standard Operating Procedures (SOPs) for routine administration, content updates, troubleshooting procedures, change control and disaster recovery.

• User Manual serving end consumers to understand available functionalities and interpretations of the quality-of-service metrics presented.

• Hands-on end user training for PURA IT staff on managing the web portal technology

Qualifications:

The firm must possess specialized expertise in designing, developing, and implementing quality of service (QoS) systems, data visualization platforms and public-facing portals/web platforms in the telecommunications sector as outlined below:

• Have successfully completed at least 3 similar projects involving QoS or comparable performance measurement systems in the telecommunications sector. These projects should demonstrate the firm’s capability in monitoring, configuring, and operating QoS software or similar systems that measure service performance metrics.

• Demonstrable experience with relational databases and the ability to efficiently organize, store, and retrieve data.

• Hands-on experience with data visualization tools and techniques, including interactive web maps and applications. Experience with geospatial data is highly desirable.

• A portfolio of previous projects that showcase the development and maintenance of web portals, with a preference for those that have integrated live data feeds and provided user-friendly interfaces for data interaction.

• Troubleshooting skills in software and systems relevant to the project’s scope, such as QoS measurement procedures, network analytics and data dashboards

Submission of Expressions of Interest:

The Gambia Fiscal Management Development Project now invites eligible individual consultants to express their interest in providing the Services. Interested Consultants should provide information demonstrating that they have the required qualifications and relevant experience to perform the services.

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” dated September 2023 (“Procurement Regulations”), setting forth the World Bank’s policy on conflict of interest.

A Consultant will be selected in accordance with the Consultant’s Qualification Selection Method (CQS) set out in the Consultant Guidelines. Further information can be obtained at the address below during office hours from 09:00 to 16:00 Monday to Thursday and 09:00 to 12h30 on Friday.

Expressions of interest should be delivered in a written form to the address below (in person, or by mail) on or before 19 March 2024 at 12h30 GMT

Gambia Fiscal Management Development Project GFMDP

Royal Insurance Building, Bertil Harding Hwy.

2nd Floor, KMC

The Gambia

Email: [email protected] and [email protected]