5/22/2018 printableBidNoticeAbstract

https://www.philgeps.gov.ph/GEPSNONPILOT/Tender/PrintableBidNoticeAbstractUI.aspx?refid=5349681 1/2

Bid Notice Abstract

Notice for Negotiated Procurement

Reference Number 5349681

Procuring Entity GOVERNANCE COMMISSION FOR GOCC

Title NEGOTIATED PROCUREMENT OF CONSULTANCY SERVICES FOR THE DEVELOPMENT OFPOLICY ON IMPROVING GOCC PERFORMANCE BY USING CUSTOMER SATISFACTIONINFORMATION

Area of Delivery Metro Manila

Solicitation Number: 18-0024

Trade Agreement: Implementing Rules andRegulations

Procurement Mode: Negotiated Procurement -Two Failed Biddings (Sec.53.1)

Classification: Consulting Services

Category: Consulting Services

Approved Budget for theContract:

PHP 1,500,000.00

Delivery Period:

Client Agency:

Contact Person: Reynaldo Jr. C. Parungao Administrative Officer V

3/F CITIBANK Center, Makati City

Metro Manila Philippines 1226

63-2-328-2030

rcparungao@gcg.gov.ph

Status Active

Associated Components 2

Bid Supplements 3

Document Request List 6

Date Published 15/05/2018

Last Updated / Time 22/05/2018 14:39 PM

Closing Date / Time 06/06/2018 10:00 AM

Description NOTICE FOR NEGOTIATED PROCUREMENT OF CONSULTANCY SERVICES FOR THE DEVELOPMENT OF POLICY ONIMPROVING GOCC PERFORMANCE BY USING CUSTOMER SATISFACTION INFORMATION

1. The GOVERNANCE COMMISSION FOR GOCCS (GCG), through the General Appropriations Act of 2018, intends toapply the sum of One Million Five Hundred Thousand Pesos Only (₱1,500,000.00), being the Approved Budget for theContract (ABC), to payments under the contract for PROCUREMENT OF CONSULTANCY SERVICES FOR THEDEVELOPMENT OF POLICY ON IMPROVING GOCC PERFORMANCE BY USING CUSTOMER SATISFACTIONINFORMATION. 2. The GCG now invites interested service providers to the procurement conference scheduled on 22 May 2018,10:00am at the GCG Office, 3/F Citibank Center, Paseo de Roxas, Makati City for the procurement conference. 3. For further information, please refer to: Ms. Judith C. Jebulan

Chief Administrative Officer Procurement Management Division GOVERNANCE COMMISSION FOR GOCCS

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5/22/2018 printableBidNoticeAbstract

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RemarksPlease see attached Bid Bulletin

3 /F Citibank Center, Paseo de Roxas Makati City, Philippines 1226 Tel. No. (632) 328-2030 loc. 306/415

Fax No. (632) 328-2030

Other InformationProcurement Conference: 22 May 2018, 10:00am, GCG Office, 3/F Citibank Center, Paseo de Roxas, Makati City

Created by Reynaldo Jr. C. Parungao

Date Created 11/05/2018

The PhilGEPS team is not responsible for any typographical errors or misinformation presented in the system.PhilGEPS only displays information provided for by its clients, and any queries regarding the postings should bedirected to the contact person/s of the concerned party.

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Section VI. Terms of Reference

CONSULTANCY SERVICES FOR THE DEVELOPMENT OF POLICY ON IMPROVING GOCC

PERFORMANCE BY USING CUSTOMER SATISFACTION INFORMATION

I. INTRODUCTION

The Governance Commission for GOCCs (GCG) was created under the “GOCC Governance Act of 2011” (R.A. No. 10149) to be the central advisory, monitoring and oversight body with authority to formulate, implement and coordinate policies governing the GOCC Sector. As such, it is the role of the GCG to enforce and formulate governance standards in order to realize the State’s ownership policy for the GOCCs.

Pursuant to GCG Memorandum Circular (MC) No. 2012-07 or the Code of Corporate Governance, the GCG required the Governing Boards to perform the following functions in relation to its Customers:

Ensure integrity and honesty in dealings with customers and operate a highly effective and efficient organization, focused on meeting customer objectives with the aim of providing services which give fair value and consistent quality, reliability and

safety in return for the price paid for the same10; and

GOCCs should operate policies of continuous improvement, of both processes and the skills of the staff, to take best advantage of advances in all aspect of society in

order to ensure that it continues to add value to its customers' businesses11

Presently, the GOCCs individually employ various instruments to gather information on customer satisfaction.

II. OBJECTIVES

There is a need to engage the services of a reputable consultant who will provide the following:

1. Review and refinement of the existing framework on customer satisfaction for the GOCC sector to include but not limited to the instruments, methodologies, data gathering, analysis and interpretation of result; and

2. Capacity building program for the development of policy on the use of customer satisfaction to drive service improvement and make GOCCs customer-centric.

In view of the limited capability of the Governance Commission relative to the development of policy on customer satisfaction the consultant is expected to: (i) possess deep understanding on the concept of public sector customer satisfaction improvement; and (ii) to tailor its approach to meet the GCG’s objectives of the project.

At the end of the training, the GCG staff is expected to have been equipped with skills and tools that will enhance their analytical capabilities towards crafting a comprehensive policy on using customer satisfaction information to improve GOCC performance and service delivery.

10 Section 37, GCG MC No. 2012-07. 11 Section 37, GCG MC No. 2012-07.

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III. SCOPE OF WORK OF THE CONSULTANT

The scope of work of the Consultant shall include, but not limited to the following tasks:

A. Review and Development of the Customer Satisfaction Research Design

1. Conduct in-depth review and assessment of the existing customer satisfaction survey inception report which includes but not limited to the research methodology, sampling technique, recruitment criteria, data gathering and data processing procedures and quality checks to ensure that the research objectives are met;

2. Conduct a pre-test of the proposed instruments to be used during data gathering and prepare a pre-test report to include findings and recommended improvements to the instruments;

3. Revise the instruments based on the outcome of the pre-test and propose additional questions that are deemed necessary in measuring the customer satisfaction score of each GOCC in coordination with GCG; and

4. Finalize the inception report based on the outcome of the review and assessment to include the final research design to be disseminated to each GOCC.

B. Assist in the Development of Policy

1. Assist GCG in the development of policy which would include the implementation of the customer satisfaction for the GOCC sector.

C. Provide the Capacity Building Program to the GCG

1. Conduct a training needs assessment to identify how the knowledge transfer sessions should be conducted

2. Conduct knowledge transfer sessions with the GCG staff on the customer satisfaction framework, instruments and methodologies developed;

3. Provide workshops on how to gather/collect, analyze and interpret data/information on GOCC customer satisfaction;

4. Provide guidance on how the GCG can utilize the customer satisfaction results in improving the service delivery of the GOCCs or the GOCC sector;

5. Recommend to the GCG parameters in evaluating the relevance of the developed policy for continuous or future improvement; and

6. Submit reports preferably after each knowledge transfer sessions and focused group discussions; and

7. Provide specialized and exhaustive briefing/learning/instructional materials to GCG staff to be used by GCG as reference during the implementation of the customer satisfaction survey

During the course of the workshops and knowledge transfer sessions, the consultant will

assist the following officers and employees:12

12 Minimum indicative number of participants.

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Corporate Governance Office A (17 personnel)

Corporate Governance Office B (17 personnel)

IV. DUTIES, RESPONSIBILITIES AND EXPECTED OUTPUTS OF THE CONSULTANT

The Consultant, in addition to the activities identified under the preceding item, is also expected to submit/produce the following reports/outputs/deliverables:

Report/Output/ Deliverable

Description Indicative Time of

Completion

1. Initial Assessment Report and Review/ Assessment Workplan

The assessment report should contain the initial assessment and evaluation of the three existing documents: (a) customer satisfaction framework under GCG MC 2013-02 (Re-Issued); (b) customer satisfaction inception report and; (c) customer satisfaction survey instruments.

After the three documents have been reviewed, the Consultant must provide detailed plan on how to do the actual comprehensive review and assessment of the customer satisfaction materials.

One (1) month from the issuance of Notice to Proceed (NTP)

2. Pre-Test Report Report should contain the result of the comprehensive review and assessment of the three (3) existing documents outlined above including the results of the Pre-Test Interviews.

The Pre-Test Report should include (a) the objectives of the pre-test; (b) profile of the interviewers and other information about the training provided to them; (c) profile of the respondents interviewed; (d) challenges/difficulties in administering the instruments, as well as on the methodology and sampling techniques; and (e) suggested improvements to the instruments and research design.

The pre-test interview should be done with actual respondents using the existing and translated survey instruments and utilizing the same research methodologies

One (1) month from the issuance of Notice to Proceed (NTP)

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Report/Output/ Deliverable

Description Indicative Time of

Completion

and sampling techniques as indicated in the inception report.

The pre-test interview should be done with at least three (3) respondents within each GOCC survey grouping.

3. Revised Survey Instruments

Contains the final survey instruments to be used by the GOCCs which includes the suggested improvements from the pre-test.

Two (2) weeks after the GCG sign-off of the Pre-Test Report

4. Revised Inception Report

Refers to the final inception report to be disseminated to the GOCCs which includes improvements on the research methodology, sampling technique, recruitment criteria, data gathering and data processing procedures and quality checks based on the outcome of the review/assessment and instrument pre-test. The inception report may be used by the GOCCs in hiring their respective consultants

Two (2) weeks after the GCG sign-off of the Assessment Report

5. Capacity-building Needs Assessment, Plan, Schedule and Draft Guidebook

Should include a comprehensive listing of the capacity-building needs of GCG staff, submitted in electronic and soft copies.

The consultant should conduct interviews and focus group discussions (FGD) with the participants to assess the current situation of the organization and its stakeholders.

The Training Plan should cover a detailed program design suitable for GCG based on the findings from the training needs assessment. This document shall cover at least the following topics:

1. Brief introduction of market research with a focus on customer satisfaction studies;

One (1) month after GCG sign-off of the Revised Inception Report

The period indicated already includes the conduct of capacity-building activities.

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Report/Output/ Deliverable

Description Indicative Time of

Completion

2. Research methodologies, particularly quantitative surveys;

3. Data gathering techniques to be used for this project i.e. door-to-door face-to-face interviews, phone interviews, intercept/exit interviews, etc.;

4. Sampling techniques and selection of respondents;

5. Identification of target market and recruitment criteria;

6. Computation of sample size and margin of error (MOE);

7. Procedures on how to conduct an enumerator training or interviewer briefing;

8. Administration of the customer satisfaction survey instruments;

9. Monitoring and quality control procedures for fieldwork, data encoding and data processing; and

10. Data analysis and presentation of conclusion and recommendations.

The Training Plan must ensure that the entire inception report and the final survey instruments will be covered in the discussions as well as the topics listed in the Training Plan.

The draft Guidebook on the Implementation of Customer Satisfaction Policy should be made available before the conduct of the capacity-building activities. The Guidebook may be updated during the course of training/ capacity building activities.

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Report/Output/ Deliverable

Description Indicative Time of

Completion

6. Capacity-building Report

Must include a documentation of all capacity-building activities undertaken, including the materials used.

It must also include the process and methods on the implementation, validation, and further improvement of the customer satisfaction policy, as well as the analysis and interpretation of the customer satisfaction results.

Provide recommendation on how results can be used to improve GOCC service delivery and performance management.

Answer any queries/clarifications from the GCG staff to ensure that everything is clear.

Two (2) weeks after the conduct of the capacity-building activities

7. Initial Guidebooks on the Implementation of Customer Satisfaction Policy (Briefing Document)

Contains the guideline that will be used by the GCG and the GOCCs.

The guidebook for the GCG shall contain comprehensive procedures and processes to guide GCG personnel who will be evaluating the result of the customer satisfaction survey of the GOCCs.

The guidebook for the GOCCs shall be crafted such that it can be disseminated to the GOCCs when they brief the third party agencies who will be implementing the actual customer satisfaction survey.

These guidebooks should include, but shall not be limited to, the research methodology, sampling technique, recruitment criteria, sample size, implementation of the survey instrument, monitoring of fieldwork, data processing procedures and quality checks.

One (1) month after the conduct of training/ capacity building activities

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Report/Output/ Deliverable

Description Indicative Time of

Completion

8. Conduct of GOCC Consultation-Workshop

The Consultant shall conduct consultation-workshop to inform the GOCCs on the methodology, survey instrument and other contents of the initial guidebook.

The consultation-workshop is expected to gather feedback from the GOCCs to finalize the guidebook and the draft policy for the GOCCs.

One (1) week after the GCG sign-off of the Initial Guidebooks

9. Final Survey Instrument, Inception Report and Guidebook

In case there are any further improvements to the survey instrument, inception report guidebook after the knowledge transfer/briefing sessions have been completed, they should be reflected in the final survey instrument and inception report to be submitted to GCG as final deliverable.

One (1) week from the conduct of the consultation-workshop

10. Draft policy review Provide comments and recommendations on the draft GCG policy on the implementation of customer satisfaction of the GOCC sector

One (1) month from the conduct of the consultation-workshop

All reports/outputs/deliverables in relation to this engagement shall be the property of the Governance Commission for GOCCs. Consultant waives all intellectual property on all commissioned works.

V. IMPLEMENTATION ARRANGEMENTS

A. GCG Responsibilities

1. Provide the existing documents for the review/assessment of the Consultant;

2. Provide venue for the training and regular meetings, if applicable;

3. Transmit inputs/comments to Consultant’s work in a timely manner, to provide Consultant adequate time to revise the work accordingly;

4. Approve the knowledge transfer/ coaching method upon presentation of the result of the comprehensive assessment/evaluation

5. Provide necessary data to the Consultant;

6. Designate staff to coordinate with the Consultant and/or supervise work of Consultant, when needed;

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7. Provide draft customer satisfaction policy upon submission recommended instruments, methodologies and GOCC classification;

8. Provide feedback on contract performance from time to time; and

9. Certify completion of each project milestone.

B. Timeframe

The whole capacity building program and technical assistance shall last for a maximum of six (6) months.

C. Budget Allocation and Payment Terms

1. The entire project has a budget allocation of ONE MILLION FIVE HUNDRED THOUSAND PESOS (₱1,500,000.00)

2. The Approved Budget Contract (ABC) is inclusive of all government taxes and fees.

3. Payment shall be based on milestones as agreed upon with the consultant.

D. Qualification of the Firm Consultant

The firm must have the following qualifications:

At least fifteen (15) years of professional market research experience, with ten (10) years of experience on the conduct of research projects, particularly on customer satisfaction studies (must provide corporate profile or other supporting documents);

At least ten (10) Customer Satisfaction Research projects within the past ten (10) years (must provide supporting documents);

Extensive experience in facilitating workshops and providing guidance on research design and data gathering/processing;

Experience in providing trainings and workshops on market research to public civil servants and other stakeholders is a welcome advantage but not mandatory;

Possess deep understanding on the concept of public sector customer satisfaction;

Has a team of statisticians or quantitative researchers who are knowledgeable on computing sample sizes, margins of error and weights; as well as running statistical tests (if needed); and

The team to handle the project should comprise of the following:

o Project Lead/Director – Responsible for timely coordination and delivery of output, and will be GCG’s main point of contact. The Project Lead/Director must have a Bachelor’s Degree in relevant field, at least fifteen (15) years of market research experience and have been a Project Director for at least two (2) years.

o Research Manager – Responsible for the refinement/improvement of the research design and survey instruments to be used for the customer satisfaction survey, ensure proper implementation of the instrument pre-testing, and lead in the write-up of the deliverables to be submitted to GCG.

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The Project Manager must have a Bachelor’s Degree in relevant field and at least ten (10) years of market research experience.

o Speaker/Trainer – Will be the lead during the conduct of the knowledge transfer and training, and will work closely with the Research Manager to ensure that all the necessary topics have been covered. The Speaker/Trainer must have a Bachelor’s Degree, at least ten (10) years of market research experience and at least five (5) year experience as speaker/trainer.

o Government Consultant – Must have a Bachelor’s Degree and at least five (5) year working experience with the government, particularly with GOCCs, as the consultant will provide the necessary assistance needed if the team does not have ample knowledge and experience in working with the government sector; and

o Research Associate – Must have a Bachelor’s Degree and at least one (1) year of market research experience. The Research Associate will assist the Research Manager on the implementation of this project and write-up of deliverables.

The prospective firm will be subjected to a pre-screening assessment of its proposal pursuant to the “Government Procurement Reform Act” (R.A. No. 9184).

The Consultant must submit a list of completed and ongoing projects for the last three (3) years with the corresponding Certificates of Satisfactory Completion. The completed and ongoing projects must be similar or related to Customer Satisfaction Research.

VI. CONFIDENTIALITY

The Consultant will ensure that all information shared by GCG under this project will remain confidential even after the termination of the contract.

The Consultant will be required to follow the rules on confidentiality and code of ethics as applicable to officials of the public service.