1. Introduction to UNHCR

Transcription

1 TERMS OF REFERENCE FOR PSFR FRAME AGREEMENT (S) 1. Introduction to UNHCR The Office of the United Nations High Commissioner for Refugees (UNHCR) was established on December 14, 1950 by the United Nations General Assembly. The agency is mandated to lead and co-ordinate international action to protect refugees and resolve refugee problems worldwide. Its primary purpose is to safeguard the rights and well-being of refugees. It strives to ensure that everyone can exercise the right to seek asylum and find safe refuge in another state, with the option to return home voluntarily, integrate locally or to resettle in a third country. It also has a mandate to help stateless people. In more than five decades, the agency has helped tens of millions of people restart their lives. Today, a staff of some 6,000 people in more than 110 countries continues to help about 40 million refugees and displaced persons. 1.1 Proposal Background The goal of this request for proposal (RFP) is to establish a frame agreement with one or more partner companies for the supply of appropriate resources and services to support and continue to develop UNHCR s Private Sector fundraising strategy. The selected partners will primarily provide consultancy and services to UNHCR Private Sector Fundraising (PSFR) staff as part of the international team working at Head Office, in Geneva, or at one of our Regional offices, in Washington, Brussels, Rome and/or Bangkok. Selected firms will acquire the status of preferred suppliers for a period of two years, with the possibility of an extension for an additional year. UNHCR hopes to be selecting more than one partner per service category. Suppliers may apply for more than one service category. The Request for Proposal (RFP) invites all vendors to submit a proposal to provide skilled resources as and when required which would meet UNHCR s initial objectives. In addition to the principal requirement bidders are invited to submit information about their consultants and their firm s overall experience at delivering consulting services in support of the development of international private sector fundraising strategies and/or services to the private sector that could be applied to the not-for-profit sector. It is strongly recommended that this document be read thoroughly before any contact is made with UNHCR. Failure to observe the procedures laid out in this document may result in disqualification from the evaluation process.

2 1.2 Background to UNHCR s fundraising activities UNHCR is almost entirely funded by direct, voluntary contributions - the bulk of it from donor nations. Additionally, UNHCR gets contributions from non-governmental organizations (NGO) and the private sector, including corporations, trusts, foundations and individuals. We also receive a small (3%) annual subsidy from the United Nations regular budget which is used to cover administrative costs. Donations are sought every year for UNHCR's Annual Programme Budget, which includes programmes that support regular operations. But the agency also launches supplementary appeals throughout the year, seeking extra donations for new emergencies that cannot be forecast in advance. This means that UNHCR must compete with other NGOs and humanitarian agencies, including sister United Nations (UN) organizations, for a limited pool of charitable funding. The situation has become tougher with the onset of the global economic crisis, with prices rising and both government and corporate donors tightly controlling aid budgets. Over the years, UNHCR has hired and developed highly professional, knowledgeable and dedicated fund-raising teams, who have helped the organization meet fundraising targets in a more competitive environment. The Donor Relations and Resource Mobilization (DRRM) service liaises closely with governments to raise funds and to keep these key stakeholders informed about needs and about how funds are being used. DRRM raised $1.6 billion in contributions for UNHCR s operations in the highest total ever recorded. The Private Sector Fund-Raising service plays a similar role, interfacing with NGOs, trusts, foundations, corporations and private donors. In total, UNHCR's Private Sector Fund Raising unit brought in a record $48 million for 2008 activities, up from $34 million the previous year. The 2009 target was $53.5 million and $100 million for Individual giving is the driving force of PSFR and in 2010 UNHCR target to recruit another 90,000 monthly donors who by 2012 will be worth some $29 million to the organization. Monthly donors are mainly recruited through face-to-face activities, but other recruitment methods are also utilized such as digital, direct mail, DRTV and others.

3 1.3.1 Vision With almost 97 percent of UNHCR's budget coming from voluntary contributions and only 3 percent funded by the regular UN budget, the agency is extremely vulnerable to any reduction in funding by major donors, especially from governments. In 2007, the UNHCR s PSFR strategy was launched with a set of five-year goals and objectives to strengthen the contribution of non-governmental contribution to the organization by the year Over the period of , major fundraising projects, such face-to-face fundraising and others are being finalized and transitioned from project to operation. This transition brings important changes and challenges to PSFR, but at the same time provides UNHCR with the opportunity to shape its income stream in a more sustainable way. As part of this five-year strategy, one of the strategic initiatives of PSFR is to establish partnerships in the form of frame-agreements with external service providers, who will be able to assist the unit in the following key areas: Provision of fundraising specialists or support personnel to address issues that we currently do not have the capacity to perform, or where it is not in the interest of the organization to perform these activities. To provide support and/or deliver clearly defined pieces of work in the following three large areas: o o o Fundraising strategy Creative development and branding Digital strategy and implementation Business Objectives The principal objective of this RFP is to establish the best means of delivering support to PSFR s international unit where the in-house capacity cannot. Our aim is to establish one or several frame agreements for delivering the above mentioned types of services. Frame agreements for the delivery and/or support of these services will: a) Provide PSFR with the flexibility and ability to quickly react to changes in business requirements, external environment, competition and emergencies; b) Improve cost control and predictability; c) Allow for the delivery of quality services with consistency and reliability.

4 Flexibility implies the ability to react to business opportunities or initiatives and to bring resources to bear in a timely manner. Flexibility also implies the ability to adjust costs based on increases or decreases in service requirements. Measures of successful cost control and predictability include, but are not limited to, providing accurate cost and capacity estimates to support planned projects and services avoiding cost overruns RFP Objectives The Request for Proposal is intended to give potential services/resources providers the necessary information to enable them to submit proposals in the required format and in the required timescale that best meet UNHCR s objectives. In addition, it describes how such proposals will be evaluated and sets out the way in which any necessary communications between potential providers and UNHCR should be handled. UNHCR is not seeking a compilation of standard materials and marketing collateral relevance and quality, rather than quantity should be considered while proposals are being assembled. UNHCR wishes to emphasize that the evaluation procedures contained herein are intended to compare approaches on a like for like basis to produce an efficient and fair evaluation process. 1.3 Statements of Work The services to be performed under this frame agreement will be described in detail in Statements of Work ( SOWs") and will include and make reference to one of the categories of services as described above. Relevant Statements of Work will: describe project objectives describe the deliverables of the project, for services for performance describe type of service the Vendor will perform contain roles & responsibilities of the parties list profile of the Vendor staff (i.e. Senior consultant, consultant, analyst, creative director, etc) outline project duration specify any required pricing information for the Statement of Work describe the invoicing schedule if appropriate specify any other terms appropriate to the services to be performed and the obligations of the Parties to the Statement of Work.

5 The Statements of Work will be issued on the basis of the template contained in Annex VII. 1.4 Call-off Process As a general principle the Parties agree that the services shall be resourced by the Vendor using personnel that are on full time employment with the Vendor except for any parts of the Services that require specialist or sophisticated skills or experience of other Contractors. As part of the project estimate for any Statement of Work the Parties shall agree on a target mix work to be conducted on-site at UNHCR premises, may that be in Geneva, Brussels, Rome, Washington and/or Bangkok, or any of the UNHCR branch offices or national associations or/and off-site at the Vendors premises. 2 RESOURCE Assessment of Resources profiles The assessment is based on the company s ability to supply the specific resources as indicated in section Applications and Experience The assessment is based on the company s ability to demonstrate the performance and delivery of similar pieces of work in the past Company Assessment The company assessment is based on the financial stability, commercial experience, track record, reference accounts and development of Human Capital. The company s ability to deliver the specified services and skills in a timely manner will also be a major part of the assessment process Financial Stability The proposal must outline long-standing history in the market place, a viable business model and continuously sound financial results Management of Human Capital The quality of the Managements visions and execution of its vision to improve the quality of the staff must be outlined including: Management knowledge development processes Hiring, training and mentoring processes Staff retention levels Degrees and certifications

6 International fundraising experience Global Reach UNHCR may at times require services/resources as its regional offices. The proposal must describe the availability of resources by geographical regions (Europe, Asia, Americas, and Africa) or the way the firm intends to deliver services to international fundraising staff deployed in various countries and continents. References from each of those regions, where possible, or reference of work delivered in these areas will help to score high on global reach Services Assessment The service assessment is based on experience in delivering the intended services in the main three areas of (1) fundraising strategy, (2) creative and brand development, (3) digital strategy and implementation and on any strategic partnership alliances that allows the firm to broaden its service delivery either geographically and/or functionally, vertically or horizontally. Please note that it is not mandatory for participating firms to have the capacity to deliver in the three main areas described above. A firm may be selected for its capacity to deliver services in only one or two of the three main service delivery areas. Firms should express clearly for which of the three areas they are submitting their proposals Business Expertise The proposal must provide proof of expertise in certain business functions such as strategic planning process, fundraising development, integrated marketing strategies, marketing research and planning, brand and creative development, digital strategy and implementation, human resource training and mentoring. More details on the potential types of services that firms may be ask to perform to support PSFR operations can be found at Quality Assurance The proposal must show the ability to provide and maintain high levels of quality services and deliverables Client Management The proposal must show the ability to manage the client relationship and work to the customer satisfaction.

7 References The proposal must demonstrate the bidder has delivered strategic, creative and/or digital services: For international humanitarian organizations For international NGOs Or, if services have been limited to a national level or to the commercial sector, that the firms by its outstanding performance has the ability to deliver similar services to other geographical areas, through strategic alliances and/or renewed business vision, or to apply its expertise demonstrated in the commercial sector to the benefit of an organization such as UNHCR. Firms are invited to provide the best of class examples of similar types of services delivered in recent years to organizations comparable to UNHCR in each of the categories for which the firm is applying Relationship management The proposal must outline the flexibility of the contractual process with respect to UNHCR s needs Engagement process The engagement may include Fixed Price and Time and Materials or flexible managed services contracts that are relevant to UNHCR s needs according to this RFP and regulated through the Statements of Work (see Annex VII). References should be made to pricing models and standard rates applicable to resources Customers The Proposal must outline proof of Strategic Relationships with Customers on an international scale while outlining customer retention and repeat business capabilities. Please provide reference of these strategic accounts.

8 3 Current Environment Currently PSFR operates in fifteen markets which are organized around a regional structure. The regional structure is supported by a small team of fundraising specialists deployed at Geneva headquarters and at each of the regional offices. Each national office has a national fundraising team which may include from one to 10 national staff members. Markets are organized as follows: Regional Americas office-- based in Washington -- supporting the Canada and USA markets. Regional Southern-Europe, Middle-East and Africa office based in Rome -- supporting the Italy, Spain and Greece markets. Regional Northern-Europe office based in Brussels -- supporting the Germany, U.K., Benelux, and the Nordic and Baltic countries markets. Regional Asia Pacific office based in Bangkok supporting the Australia, Japan, Thailand and South Korea markets. Note that beyond the international sphere, services required from the selected partners may also encompass the delivery of work on a national, regional or global level. 4 Services Proposal Bidders are requested to submit proposals for Services (with the associated commercial terms in the Financial Proposal) covering the services below. Please reply using the same section headings and give precise answers to questions. 4.1 Resource Profile Categories Below are the descriptions of the required resource profile categories. Please indicate if you are able to supply resources with skills indicated in each of the categories with associated typical lead time (date of request to date of commencement work) Rates must be included clearly in the Financial Proposal. Once a frame agreement is established, a statement of work will be issued for every specific assignment specifying the required services. Firms are asked to inform PSFR of the availability of the following resources profile categories using a table similar to the one presented in Annex II. Senior Consultant Consultant Analyst / Specialist Creative Director Account Executive Account Manager.

9 Senior Consultant: Minimum 10 years consulting with international fundraising organizations and/or director of fundraising for a major NGO; Strong ability to lead, excellent facilitation, interpersonal, and communication skills; Provide counsel on the development and implementation of PSFR -wide strategies, prioritizing efforts and resources toward the development of activities that are critical to PSFR s mission, vision, culture, values, and strategic priorities; Conducts research, needs assessments and performance analysis to support and design performance interventions to achieve PSFR's short-, medium- and long-term goals and objectives; Facilitate strategic and organizational change to increase fundraising performance and alignment and build organizational capacity; Designs, develops and/or manages the implementation of fundraising programs; processes and evaluation for PSFR within UNHCR and externally in relations to networks, communities and specific projects; Collaborates closely with PSFR s major stakeholders including executive management, consultants, fundraising specialists, communication staff, strategic partners, program/project team members to ensure alignment and integration of strategies, programs, projects and activities; Consults with stakeholders on the design and structure of PSFR and/or UNHCR and facilitates and delivers appropriate development interventions including mentoring and coaching approaches to increase organizational capacity, buy-in and alignment, and greater ROI; Identifies, qualifies and facilitates strategic partnerships and alliances; Guides PSFR in responding to emerging issues and opportunities. The bidders are invited to present the various senior consultants who would be available to support UNHCR PSFR in its development activities may they be related to strategic consultation, digital consultation and/or creative and brand development.

10 Consultant: Professional with a wide variety of experience (minimum 5 to 7 years) steering and/or developing sustainable fund development program and/or successful campaign(s) on international or national level. Either fundraising generalist or high level specialist in one or many of the fundraising related disciplines: high net worth individuals, direct response, middle and major donor, corporate fundraising, trust and foundation, donor relations, community fundraising, advocacy, digital, social media, board development, etc. Conduct feasibility study/campaign assessment. Helps create a vision and design effective program materials. Recruit, train and manages staff and volunteers to implement a specific project and/or plan. The bidders are invited to present the various consultants who would be available to support UNHCR PSFR in its development activities may they be related to strategic consultation, digital consultation and/or creative and brand development. Analyst/Specialist: Any type of specialist that may be needed to support the role of a more senior consultant in the delivery of fundraising strategy, brand and creative development, and/or digital strategy and implementation. This may be a designer supporting the work of creative director, or fundraising specialist supporting a senior consultant, an html specialist supporting digital implementation. Fundraising specialist in one or many of the fundraising related disciplines: direct response, middle and major donor, corporate fundraising, trust and foundation, donor relations, community fundraising, advocacy, digital, social media, board development, etc. Supports consultant and/or senior consultant with research and/or implementation Conduct feasibility study/campaign assessment. Performs audit and reviews The bidders are invited to present the various analyst or specialist work force who would be available to support UNHCR PSFR in its development activities may they be related to strategic consultation, digital consultation and/or creative and brand development. Firms may also include here staff from strategic alliances that allows them to access such specialist workforce and provide examples of where they have been deployed conjointly.

11 Creative Director: Expert creative director with solid experience in brand development and roll-out in for international firm/organization, outstanding copywriting and designer background and a minimum of 10 years agency experience and a proven track record of meeting client's needs; Ability to develop every aspect of an ad/fundraising campaign based on marketing plan; Experience with Photoshop, Illustrator, InDesign, Flash, QuarkXpress, PowerPoint and other similar programs; HTML, PHP and other Web experience if the firm is submitting the resource profile as part of a proposal for the digital area; Must be able to manage the creative team from concept to completion of the projects with strong leadership; Knowledge of each step of an ad campaign's process and ability to lead creative teams; Excellent command of English, written and spoken;. Excellent interpersonal skills, communication skills, organizational skills and people s management abilities. Account Executive/Manager: Liaise with, and act as the link between UNHCR and the supplier/agency by maintaining regular contact with both, ensuring that communication flows effectively; overseeing the status of strategic, creative and/or digital projects and campaigns (if appropriate) present creative work to clients for approval or modification; becoming familiar with the nature of clients' products, business culture and competition and understanding the possibility of changes to these; 4.2 Type of Services Bidders are invited to inform UNHCR whether the services listed in Annex III are part of their current service offering and whether these services can be delivered through in-house resources, outsourced, or a combination of in-house and external resources. Bidders are invited to develop on their main specialty areas and to provide recent examples where the firm has performed such capabilities on an international level.

12 In this section bidders should also clearly present the advantages for UNHCR to select them as preferred supplier. Bidders are also invited to inform UNHCR of additional services that they perform that are not included in the table in Annex III which may be of interest to UNHCR PSFR. 4.3 Activities outsourcing Process Where the requirements can be clearly defined and it is advantageous to do so, an activity and/or project will be outsourced to one or many partners, in whole or in parts. In the statement of work the delivery requirements would be defined enabling the Partner(s) to quote fixed-cost or a number of person days estimate. Please include how such process will work, outline any methodologies, concepts and roles and responsibilities for delivering theses activities. Also indicate what will be required from UNHCR side.