REPUBLIC OF KENYA THE PRESIDENCY MINISTRY OF PUBLIC SERVICE, YOUTH AND GENDER AFFAISRS HUDUMA KENYA SECRETARIAT PREQUALIFICATION FOR SERVICES AND

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1 REPUBLIC OF KENYA THE PRESIDENCY MINISTRY OF PUBLIC SERVICE, YOUTH AND GENDER AFFAISRS HUDUMA KENYA SECRETARIAT PREQUALIFICATION FOR SERVICES AND CONSULTANCIES TENDER NO.MPYG/HKS/IFQ/01/2017- Tender Closing Date:21 st February at 11.00am. 1 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

2 1.1 Introduction The Huduma Kenya Program is a Vision 2030 project established to transform service delivery in the Public Service which had been riddled with long queues; lengthy and manual processes; poor customer service; inaccessibility to services across the country; unavailable, inaccurate and delayed information on public services; multiple entry points for any single service; and high costs of providing and accessing services. The objectives of the Huduma Kenya Program are: to improve efficiency and effectiveness; to provide high quality, fast, dignifying and convenient services to customers; to deliver customer excellence in service delivery; to reduce the cost of providing and accessing public services; to develop integrated service delivery ICT systems; to develop and maintain globally competitive service delivery standards and to improve the county s ease of doing business index. 1.2 The Huduma Kenya Program The Huduma Kenya Program adopted an Integrated Service Delivery (ISD) model where various government services and information are provided to citizens in a one-stop shop environment using multiple channels to meet the varied and different needs of customers. The six channels the program is focusing on are; a) Physical One stop shop Huduma (Service) Centres which provide a variety of services to customers from a single location b) Online e-huduma portal which will allow customers to access various government services c) Mobile phone m-huduma platform which will offer M-government services to citizens from the convenience of their mobile phones d) Huduma Call centre which responds to customer inquiries on all government services e) The Huduma Card; a pre-paid smart card which helps citizens access basic services and is also be used for disbursing funds to citizens; and making payments to Government institutions. f) Huduma Mashinani: This are mobile outreach programs spearheaded by Huduma Centres to physically go to areas far away from the location of the Huduma Centres and provide citizens with the same services as those provided in the Huduma Centre. 2 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

3 1.3 Achievements of the Huduma Kenya Program In three (3) years the Huduma Kenya program has completely transformed the Public Service, is applauded by citizens of all political affiliations, and has continued to win national, continental and global awards including the prestigious United Nations Public Service Award, This success has been achieved by the program s focus on customer service. All the projects, innovations and systems are developed to deliberately focus on the needs, aspirations, expectations, circumstances and satisfaction of the customer/citizen. 1.4 Need for Consultancy Support The Huduma Kenya Secretariat has developed very high standards of service delivery to ensure service excellence is achieved all the time on any Huduma channel of service delivery and touch points. To ensure that these standards are achieved, monitored and that are infused in the rest of the Public Service, there is need for consultancy support in various aspects of the Secretariat s programs to maintain best practices and achieve global competitiveness. Consultancy support will be required in the following areas: Development of a Strategic Plan for the Huduma Kenya Program i. Training of all staff in customer service excellence and Huduma service Delivery standards. ii. Provision of post-training support for all staff already trained to ensure adherence to Huduma customer service standards. iii. To conduct mystery-shopping exercises to monitor adherence to Huduma service delivery standards. iv. To undertake assessments of Ministries, Departments and Agencies towards the achievement of the Customer Service Excellence Quality Standard. v. Training of Centre Managers in management of the Huduma Centers and staff. vi. To conduct training for customer care staff in serving customers with special needs. vii. To conduct research in the following areas; customer satisfaction, cost-benefit analysis, employee satisfaction surveys viii. To conduct training in specialized vendor ICT Infrastructure and Enterprise Application Technologies. ix. To conduct training in IT Service Management based on ITILv3 and implementation of Service Management and Workflow solution x. The certification and implementation of Huduma Kenya Secretariat against ISO 27001:2013 xi. Human Capital Development e.g. Team Building Activities 3 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

4 SECTION I: INVITATION FOR PREQUALIFICATION (IFQ) Prequalification No. MPYG/HKS/IFQ/01/ The Huduma Kenya Secretariat, hereinafter referred as the Procuring Entity intends to prequalify candidates to provide the following services and Consultancies: i. Development of the Huduma Kenya Strategic Plan ii. Customer Service and Huduma Customer Service Excellence Training iii. Post Training Support Services iv. Mystery Shopping v. Assessment of Organizations for the Huduma Customer Service Excellence Quality Standard vi. Training of Centre Managers. vii. Training of Customer Care Staff in serving customers with Special Needs (the blind, deaf, physically challenged) viii. Research and Surveys ix. ICT Training x. ISO 27001:2013 Certification xi. Human Capital Development e.g. Team Building Activities 2. The prequalification is open to individual consultants and firms that meet the criteria set out in the prequalification documents. 3. Eligible candidates may download the prequalification document at no cost from Huduma Kenya Secretariat website 4. Interested candidates who download the prequalification documents must register with Procurement Unit through and provide their contact details and the prequalification number they are participating in.. 5. Applications for prequalification must be submitted enclosed in plain sealed envelopes marked with the prequalification name and reference number and deposited in the tender box at Huduma Kenya Secretariat, 15 th Floor, Lonrho House, Standard Street, Nairobi or to be addressed to : The Chief Executive Officer Huduma Kenya Secretariat P. O. Box NAIROBI so as to be received on or before Wednesday 21 st February at 11.00am 6. All candidates whose applications will have been received before the closing date and time will be advised in due course, of the results of their applications. Only 4 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

5 candidates prequalified under this prequalification process will be invited to tender. 7. The Huduma Kenya Secretariat reserves the right to accept or reject the applications that fail to comply with the prequalification requirements. 8. Any canvassing or false information will lead to automatic disqualification. 5 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

6 SECTION II: INSTRUCTIONS TO CANDIDATES 1.1 The Huduma Kenya Secretariat invites interested bidders for registration/prequalification for carrying out the following Services for the Financial Years and -2019: i. Development of the Huduma Kenya Strategic Plan ii. Customer Service and Huduma Customer Service Excellence Training iii. Post Training Support Services iv. Mystery Shopping v. Assessment of Organizations for the Huduma Customer Service Excellence Quality Standard vi. Training of Centre Managers. vii. Training of Customer Care Staff in serving customers with Special Needs (the blind, deaf, physically challenged) viii. Research and Surveys ix. ICT Training x. ISO 27001:2013 Certification xi. Human Capital Development Activities e.g. Team Building 1.2 The candidates who will qualify by meeting the set criteria as provided for in this Tender Document will be eligible for short listing. Only shortlisted firms/individuals will be issued with Request for Proposals (RFP) documents on need basis during period under reference. 1.3 Pre-qualification Objective The main objective is to identify suitably qualified consultants for the supply of consulting services. Tenderers are therefore advised to familiarize with the requirements set forth in the prequalification documents and ensure they respond accordingly. 1.4 All the information requested for prequalification shall be provided in English language. Where information is provided in any other language, it shall be accompanied by a translation of its pertinent parts into English language. The translation will govern and will be used for interpreting the information. 1.5 Failure to provide essential information for effective evaluation of the Applicant s qualifications or to provide timely clarification may result to disqualification. 1.6 The Secretariat does not bind itself for provision of the services but shall endeavor to ensure that tenderers are treated equitably and fairly in accordance with the Public Procurement and Asset Disposal Act, 2015 and the attendant Regulations. 1.7 Applicants will be informed in writing of the results of the prequalification. 6 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

7 1.8 Tenderers will meet all the cost associated with the preparation and submission of their applications. 1.9 The procuring entity s employees, committee members, board members and their relative (spouse and children) are not eligible to participate in this prequalification unless where specially allowed under Section 59 of the Public Procurement and Asset Disposal Act, Preparation of Prequalification Documents 2.1 Tenderers are required to examine the documents comprising this prequalification document in detail. Material deficiencies in providing the information requested may result in rejection of the tender. 2.2 Tenderers are required to meet the prequalification criteria set out in Section III of the prequalification document. Only tenderers who meet prequalification criteria will be shortlisted. 2.3 Prequalification documents shall not include any financial proposal information. 2.4 Tenderers may request a clarification on the prequalification document up to four (4) days before the deadline for submission. Any request for clarification must be sent in writing by mail, facsimile to the Procuring Entity s address. The Procuring Entity will respond in writing by postal mail, facsimile or electronic mail to such requests and will send copies of the response to all tenderers who intend to submit prequalification documents. If necessary, the Procuring Entity may issue addenda to all tenderers who may have registered with it. 3. Tender Validity The request for prequalification must remain valid for not less than 120 days from the date of opening. The Secretariat will make every effort to ensure that the evaluation and communication of the outcome of the prepublication process will be communicated within tender validity period. 4. Submission, Receipt and Opening Of Prequalification 4.1 The original prequalification documents shall be prepared in indelible ink and shall contain no interlineations or overwriting, except where such interlineations are for correction of errors made by the Applicant. The Applicant must initial such corrections. 7 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

8 4.2 The Candidate shall seal the original and the copy of the prequalification document in separate envelopes duly marking the envelopes ORIGINAL and COPY. The envelopes shall then be sealed in an outer separate envelope. The inner and outer envelopes shall: (a) Be addressed and delivered to the location at the address provided in the invitation for prequalification and the prequalification advertisement. (b) Bear the Prequalification Title,Rereference Number of the prequalification document and Category. In addition the inner envelopes shall indicate the name and address of the applicant to enable the application to be returned unopened in case it is declared late. The Applicants should submit SEPARATE responses for each Category selected. 4.3 Deadline for Submission The closing time for the submission of the prequalification documents shall be Wednesday 21 st February At am The prequalification documents should be marked DO NOT OPEN BEFORE Wednesday 21 st February At 11.00am.Any prequalification document received after the deadline shall be rejected as late tender and shall not be considered for evaluation. 4.4 Tender/Prequalification Opening and Evaluation Immediately after the deadline for submission of prequalification documents, a tender opening committee shall open all prequalification documents received The tender/ prequalification opening committee shall prepare a record of the tender opening/tender opening minutes and tender opening register. 5. Evaluation Criteria Evaluation will be carried out using the criteria set out in the tender document. Only the consultants/firms who meet the criteria will be considered later. Note this prequalification is not open to the persons who are currently in the service or on full employment with a public entity. 6.Qualification Criteria 6.1 Pre-qualification will be based on meeting the minimum requirements to pass in the criteria set as shown below. The attached questionnaire forms 8 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

9 PQ-1, PQ-2, PQ-3, PQ-4, PQ-5, PQ-6, PQ-7, PQ-8, are to be completed by prospective suppliers who wish to be pre-qualified for submission of tender for the specific tender. 6.2 The pre-qualified application forms -Form PQ-2 which are not filled out completely and submitted in the prescribed manner will not be considered. All the documents that form part of the proposal must be written in English and in ink. 6.3 Experience Prospective bidders shall have at least five (5) years experience in the supply of goods, services and allied items 6.4 Personnel The names pertinent information and CV of the key personnel for individual or group to execute the contract must be indicated in Form PQ Financial Condition The Supplier s financial condition will be determined by latest financial statement submitted with the prequalification documents as well as letters of reference from their bankers regarding supplier s credit position. Potential suppliers will be pre- qualified on the satisfactory information given. 6.6 Confidential Business Questionnaire The general information and details of nature of business and location should be included in Form PQ Past Performance Past performance will be given due consideration in pre-qualifying bidders. Letter of reference from past customers should be included in Form PQ Litigation History and Sworn Statement Application must include information on any history of litigation or arbitration resulting from contracts executed in the last one year or currently under execution Form PQ-7 and a sworn statement by the Tenderer ensuring the accuracy of the information given - Form PQ-8. 9 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

10 SECTION III STANDARD FORMS 3.1 PREQUALIFICATION APPLICATION FORM Date Prequalification.... To: The Chief Executive Officer Huduma Kenya Secretariat P. O. Box NAIROBI Dear Sir, 1. Having examined and fully understood the prequalification information provided, including addenda Nos.the receipt of which is hereby duly acknowledged, I, the undersigned, hereby apply to be prequalified by yourselves as a consultant for : My prequalification is binding to me and if accepted, I shall be pleased to be included in your list of prequalified consultants for the prequalification under reference. 3. You are at liberty to contact the persons listed here below for further information (list three persons). 4. The information provided in my prequalification document is complete, true, and correct in every detail. 5. I fully understand that you are not bound to accept any tender you may receive. Dated..day of Signature. 10 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

11 3.2 FORM PQ-1 REGISTRATION DOCUMENTATION All firms must provide copies of the following:- 1. Certified copy of Certificate of Registration/Incorporation 2. Certified copy of Valid Tax Compliance Certificate/ Exemption certificate 3. National identity cards (IDs) or valid passports of all Directors of the company/enterprise 4. Copies of registration with relevant regulatory bodies where applicable e.g. IATA, IRA, LSK,etc 5. Current practicing certificates for professionals where applicable All firms applying for categories under AGPO must provide copies of the following:- 1. Certified copy of Certificate of Registration/Incorporation 2. Certificate of Registration from the Directorate of Public Procurement under AGPO. 3. Certified declaration that at least seventy percent (70%) of the company s/enterprise s ownership are youth, women or Persons with disability respectively. NB. Certification must be by a commissioner of oaths. 4. Certified copy of Valid Tax Compliance Certificate/or exemption certificate 5. Copies of National identity cards (IDs) or valid passports of all Directors of the company/enterprise 11 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

12 3.3 FORM PQ-2- PRE-QUALIFICATION DATA REGISTRATION OF SUPPLIERS APPLICATION FORM 1/we.. hereby apply for registration as supplier(s) for Post Office Address.. Town Street Name of building Room/Office No. Floor No. Telephone Nos. Full Name of applicant Other branches location. 1. Organization & Business Information Management Personnel Chief Executive General Manager Finance Manager Sales/Marketing Manager Other 2. Partnership (if applicable) Names of Partners a) b) c) 3. Business founded or incorporated 4. Under present management since 12 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

13 5. Net worth equivalent (Kshs) 6. Bank reference and address. 8. Enclose copy of organization chart of the firm indicating the main fields of activities 9. State any technological innovations or specific attributes, which distinguish you from your competitors 10. Indicate terms of trade/sale.. (10 Points) 13 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

14 3.4 PQ-3 SUPERVISORY PERSONNEL 1. Name 2. Age 3. Academic Qualification 4. Under graduate 5. Post graduate 6. Diploma 7. Certificate 8. High School 9. Professional Qualification... (Attach Certificates if any) 10. Length of service with Contractor or Supplier /position held. 11. Attach copies of certificates of key personnel in the organization (10Points) 14 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

15 3.5 PQ-4 - FINANCIAL POSITION AND TERMS OF TRADE (1) Attach a copy of firm s audited accounts/bank Statements for previous one year (2) Attach letters of reference from the bankers regarding supplier s credit position. (3) State Credit period (minimum proposed is 30 days) (30 Points) 15 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

16 3.6 PQ-5 CONFIDENTIAL BUSINESS QUESTIONNAIRE You are requested to give the particulars indicated in Part I and either Part 2 (a), 2 (b) or 2 (c) whichever applies to your type of business. You are advised that it is a serious offence to give false information on this form Part I- General: Business Name.. Location of business premises..... Plot No.. Street/Road..... Postal Address.. Tel No Nature of business. Current Trade License No Expiring date... Maximum value of business which you can handle at any one time: Kshs Name of your bankers Branch Part 2 (a) Sole Proprietor Your name in full..age.. Nationality Country of origin. *Citizenship details... Part 2 (b) Partnership Given details of partners as follows: Name Nationality Citizenship Details Shares. Part 2 ( c) Registered Company: Private or Public. State the nominal and issued capital of company- Nominal Kshs.... Issued Kshs Issued By the Ministry of Public Service, Youth and Gender Affairs, February

17 Given details of all directors as follows:- Name Nationality Citizenship Details Shares Date.. Signature of Candidate.. *if Kenya Citizen, indicate under Citizenship Details, whether by Birth, Naturalization or Registration (05 Points) 17 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

18 3.7 FORM PQ-6 PAST EXPERIENCE NAME OF AT LEAST THREE CLIENTS 1st Client (organization) i. Name of Client (organization) ii. Address of Client (organization) iii. Name of Contact Person at the client (organization).. iv. Telephone No. of Client.. v. Title of Contract. vi. Value of Contract vii. Duration of Contract (date) (Attach documental evidence of existence of contract) 2nd Client (organization) i. Name of Client (organization) ii. Address of Client (organization) iii. Name of Contact Person at the client (organization).. iv. Telephone No. of Client.. v. Title of Contract. vi. Value of Contract vii. Duration of Contract (date) (Attach documental evidence of existence of contract) Name of 3rd Client (organization) i. Name of Client (organization) ii. iii. iv. Address of Client (organization) Name of Contact Person at the client (organization).. Telephone No. of Client.. v. Title of Contract. 18 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

19 vi. Value of Contract vii. Duration of Contract (date) (Attach documental evidence of existence of contract) Others clients i. Name of Client (organization) ii. Address of Client (organization) iii. Name of Contact Person at the client (organization).. iv. Telephone No. of Client.. v. Title of Contract. vi. Value of Contract vii. Duration of Contract (date) (Attach documental evidence of existence of contract) (30 Points) 19 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

20 3.8 FORM PQ-7LITIGATION HISTORY Name of Contract Supplier Contractors/Suppliers should provide information on any history of litigation or arbitration resulting from contracts executed in the last one year or currently under execution. Year Award For Or Against Name Of Client,Cause Of Disputed Amount (Current Litigation And Matter In Value, Kshs. Equivalent Dispute (10 Points) 20 Issued By the Ministry of Public Service, Youth and Gender Affairs, February

21 3.9 FORM PQ-8 - SWORN STATEMENT Having studied the pre-qualification information for the above project we/i hereby state: a) That the information furnished in our/my application is accurate to the best of my/our knowledge. b) That in case of being pre-qualified we/i acknowledge that this grants us the right to participate in due time in the submission of a tender or quotation on the basis of provisions in the tender or quotation documents to follow. c) When the legal status, financial conditions, technical or contractual capacity of the firm changes such that it affects our/my ability to respond to quotations /tenders, we commit ourselves to inform you and acknowledge your right to review the prequalification made. d) We/I enclose all the required documents and information required for the prequalification evaluation. Date Applicant s Name / Company s Name Represented by Signature& Stamp.. (Full name and designation of the person signing and stamp or seal) 21 Issued By the Ministry of Public Service, Youth and Gender Affairs, February