Conducting Baseline Client Satisfaction Survey for three (3) months

Government of Lesotho

LESOTHO COMPETITIVENESS And Financial Inclusion project

REQUEST FOR EXPRESSIONS OF INTEREST

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CONSULTING SERVICES – CONSULTING FIRMS

Country : Lesotho

Project Name : Competitiveness and Financial Inclusion

Credit No. : 7169-LS

Assignment Title: Baseline Client Satisfaction Survey Consultancy

Reference No. : CAFI-WB-0060

The Government of Lesotho has received a credit from the International Development Association (IDA) of the World Bank to implement the Lesotho Competitiveness and Financial Inclusion (CAFI) Project and intends to apply part of the proceeds for consulting services.

The consulting services (“the Services”) include undertaking a baseline assessment of clients' satisfaction based on their requirements and expectations regarding government-to-business services that are provided by the One Stop Business Facilitation Center (OBFC), Maseru City Council (MCC), Central Bank of Lesotho (CBL) and the Department of Customs within the Revenue Services Lesotho (RSL) and to develop a system for continuous assessment. The assignment is estimated to be completed within a period of three (3) months, with approximately ten (10) professional staff months. It is expected that the assignment will commence in July 2024.

The detailed Terms of Reference (TOR) for the assignment can be obtained at the address given below and at the following website: www.cafi.org.ls .

The Ministry of Trade, Industry and Business Development through CAFI Project Management Unit now invites eligible consulting firms (“Consultants”) to indicate 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 shortlisting criteria are: (i) core business and years in business, (ii) relevant experience, (iii) technical and managerial capability of the firm, (iv) regional and/or local experience.

The attention of interested Candidates is drawn to Section III, paragraphs, 3.14, 3.16, and 3.17 of the World Bank’s “Procurement Regulations for IPF Borrowers” September 2023 (“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 Consultant’s Qualification-based Selection (CQS) method set out in the Procurement Regulations.

Further information can be obtained at the address below during office hours [08h00 to 16h30 local time].

Expressions of interest must be delivered in a written form, in sealed envelopes labelled "Client Satisfaction Consultancy – CAFI-WB-0060" to the address below in person or by e-mail by Friday, May 24, 2024 at 16h30. E-mail submissions should be sent to [email protected] with a copy to [email protected] as a single attachment.

The Project Manager

Lesotho Competitiveness and Financial Inclusion Project

1st Floor ‘Matanki House

P.O. Box 747,

Maseru 100

Lesotho

Tel.: (+266) 22 315 100