TERMS OF REFERENCE FOR INSTITUTIONAL S CONTRACT

Transcription

1 ATTACHMENT I LRPS-RRO TERMS OF REFERENCE FOR INSTITUTIONAL S CONTRACT 1. Title of the assignment: Aggregator 2 way SMS, provision of services for Real Time Monitoring, and U-Report Indonesia Scale up, [April 2016 May 2017] 2. Background and Justification: UNICEF Indonesia is committed to engaging children and youth as key actors in their own development, as well as improving access to basic child services especially among the vulnerable populations. In 2015 and beyond, UNICEF Indonesia aims to reinforce real-time information, two-way communication, and citizen engagement initiatives through the use of mobile technology. To develop this work, UNICEF Indonesia has deployed RapidPro in support of selected flagship initiatives, including U-Report and targeted (sector-specific) communication and data collection programmes such as for Immunizations. Now that the system has been deployed there has been increased demand for the platform by ICO Programmes and increased opportunities to leverage SMS based real time monitoring and evaluation systems with their government partners & UNICEF programming. This is in direct support of results under I.R.: in the MYWP SMS will be used for small scale and medium scale prototyping of SMS-based monitoring and real-time information management to track immunization coverage, usage of ITNs and of other priority programmes as well as innovations U-Report Programme. Initially leveraging social media in urban centers and utilizing small scale versions of SMS reporting. Additionally UNICEF Indonesia to scale up U-Report is developing a PCA implementation partnership with Gerakan Pramuka, the Indonesian Scouts for the implementation of a number of programme activities. This will also lead to extensive growth and demands on Rapid Pro as UNICEF runs U-Report Indonesia currently on Rapid Pro and will be adding SMS to its channels in addition to its Twitter base. This means adding and activating two way SMS as a channel for U-Report to access youth who don t have smart phones as well as expand the reach of U- Report from urban areas to the harder to reach rural areas and more widely beyond Java. In order to do this requires activating the U-Report Software on the telecommunications networks. In order to allow access to all youth and maximize coverage requires activation on all three major mobile carriers XL, Telkomsel, and Indosat. To achieve this activation requires and aggregator. Currently hiring an aggregator represents the best short term solution to adding sms as a channel for U-Report & Rapid Pro to enable scale up of U-Report through SMS with Pramuka, and provide Programmes with a more robust backend support to piloting Real Time Monitoring services at a larger scale than currently is possible. These immediate needs to enable 2 way SMS communication at scale while addressing equitable access to the maximum number of participants possible with mobile technology requires the hiring of an aggregator to achieve results for children. PAGE 1

2 2 3. Purpose of the assignment: (Expected output of the assignment in terms of time, location, quality, quantity and how this will be used. Appointment of mobile solution partner to facilitate effective use of RapidPro for UNICEF Indonesia Country Office. Being one of the largest mobile markets in the world with over 278 millions subscribers, Indonesia is a perfect country to invest in a program utilizing mobile technology. RapidPro, an innovation initiative supported by UNICEF HQ that has been running well in few countries such as Uganda and Liberia, has been adopted to support several programs in UNICEF Country office in Indonesia, i.e: U- report, Immunization program for reaching every community, reducing malaria, improving youth- friendly health services, etc. Positives outcomes and responses from governments leverage a promising measure to scale- up existing programs using RapidPro, and to expand its use to other programs. Android phones have been selected to kick off the pilot of RapidPro programs for its accessibility and user- friendliness. However, use of android phone is restricted by its SMS volume capacity (330 messages in 30 minutes), SMS sending and receiving speed with its queuing system, and manual delivery status report. The technical limitations require the activation of a short code and engaging an aggregator to scale. Programs scale- up is translated into higher SMS traffic and volumes which require a more efficient, scalable, reliable, and fast SMS routing system. It calls for a reliable Mobile Solution partners (Aggregator) as SMS center to manage and administer the SMS traffic to and from RapidPro and end users / recipients of SMS, and to provide delivery status to ensure the SMS sent are reaching the intended recipients in time. The aggregator also provides the key service of having in place existing contracts with the three major Mobile Network operators, Telkomsel, PT XL, and Indosat. By engaging an aggregator we do not have to negotiate directly or independently with each MNO. This will significantly accelerate UNICEF s ability to use sms at scale in the immediate and midterm. The aggregator will negotiate on UNICEF s behalf and enable us to access national scale infrastructure for SMS. The aggregator in order to provide this SMS service will need to provide UNICEF with short codes or simple four to five digit phone numbers. Short Codes are the standard format for running SMS based campaigns as they provide a simpler and easier set of numbers for texting and memory. In support of U-Report, Immunizations, and other programmes in UNICEF Indonesia the aggregator will: 1. Provide two existing short codes held by the aggregator SMS Short Codes: one for U-Report Indonesia & 1 for other UNICEF programmes using sms. These short codes must be able to provide reverse billing or an equivalent service to make the sms free to the end user. 2. Network activation of Rapid Pro Mobile Communication management software across all three major networks. 3. System maintenance, Reporting, and troubleshooting 4. Obtain a unique two-way reverse billable Short Code for UNICEF this unique short code for UNICEF which will be the long term solution for sms campaigns and projects. This long term dedicated short code will be obtained for UNICEF by the aggregator. Time Period: Initial contract is one year with possibility of further extension of another 2 years (1 year for each extension) upon review of performance and UNICEF needs. 1. Location: The project will take place in Indonesia within the coverage area of the 3 major Telecommunications providers, Telkomsel, XL, and Indosat. PAGE 2

3 3 2. Quantity: SMS Volume and Traffic: SMS volume and traffic will be purchased based on the aggregator s rate card provided for services in addition to submission of pricing in UNICEF s price proposal format excel sheet. SMS message credit will be initially purchased based on expected volume of messages to be used by UNICEF Programming. Should there be increased demand on message volume additional message credit will be able to be added based on amending the contract. Tasks Deliverable Timeframe/duration 1. Rapid Pro System integration and Configuration. Working closely with RapidPro team to integrate and configure RapidPro Web Service through API (Application Program Interface) and SMS gateway systems. Ensure that the RapidPro system is up and running both for inbound and outbound messages. Ensure that the system is scalable for bulk SMS sending and receiving. The system must support multiple messaging format: SMS, MMS, and WAP (Wireless Applications Protocols) Daily and weekly updates through the integration process to ensure quick turnaround time on connection between SMSC and RapidPro for all designated shortcodes 1 month (one time) 2. SMS-C Management SMS Center (SMSC) Management Management of SMS gateway/routing, network and service provider. Two- way SMS communication is done over long- code that enables sending and receiving bulk SMS and allow recipients to reply directly to the number. Daily with Monthly reporting. April 2016 April 2017 Alert delivery status and monitoring Manage real time delivery alert status to allow immediate actions for resending failed delivery SMS. Initiate 3 times attempts of sending the SMS to a failed number, one day after previous sending. After 3 (three) failed attempts, aggregator must notify UNICEF immediately for further actions. PAGE 3

4 4 Guaranteed and specified minimum messages / SMS throughput per second, technical background, setup, and proof of concept. Real time data analytics and dashboard Manage and maintain real time data analytics with online accessible dashboard. Access will only be granted to predetermined mobile numbers or id. Back up Back- up all data on daily basis to ensure all communication is securely recorded for emergency situations Technical support Aggregator provides quick technical support shall there is any technical emergency or any failure arises. Monthly Reporting of details of used technology and connectivity, any routing / hubs involved in the offered SMS services for all networks, outage/failure alert system specifications, SMS queuing information and access, guaranteed system uptime, failure and outage response mechanisms and alert systems (including description and alert mechanism for all involved hubs up to the networks). 3. Masking Gateway & Short Codes: Masking gateway / Short code Provide services for sending two way bulk SMS with alpha- numerical sender, or 5 digits short code numbers. At zero cost to user. April 2016 April 2017 Location Based Advertising (LBA) and its profiling Profiling of SMS recipients targets based on their geographical location, gender, age, certain interests, etc Sending SMS based on selected geographical areas (ex: shopping malls, health centers, etc) PAGE 4

5 5 4.Procurement of Short Code Engage with telecommunications regulatory authority for release of an unique 2way reverse billable short code for UNICEF s exclusive use for its and partner s programming. Activation of Short Code Management and Maintenance of Short code for UNICEF. Provide incoming and outgoing SMS services for toll-free short codes licensed to UNICEF, relevant services and an appropriate billing system. March ) Reporting Requirements: 1. A scalable bulk SMS pricing model shall be provided, including tiered pricing based on volumes. 2. Screen shot proof of deliverables 3. Account access to deliverables. 4. Troubleshooting documentation and error reporting 5. Monthly SMS traffic and analysis reports will be sent to operations staff and approving manager in UNICEF 6. Electronic submissions is allowed with e-signature 5) Methodology: The aggregator will: 1.Provide 2 short codes for use by UNICEF: a. 1 short code will be for U-Report b. The 2 nd short code will be for other programme utilizations c. Masking for the short codes will be provided as necessary 2. The Aggregator will work and coordinate with all three major Telecommunications networks (Telkomsel, PT XL Asiatia, and Indosat) and Nyaruka, UNICEF s SMS campaign software vendor to activate Rapid Pro & SMS capability on all three networks and integreat with the Aggregator s SMS-C. 3. The aggregator will provide Telecommunications, network support and management as outlined in the TOR to provide a platform for SMS campaigns to be used by UNICEF Programmes over the 12 months from signing of the contract. SMS Campaign Expected Utilization Total expected SMS Volume U-Report Indonesia U-Reporter Registration: 100,000 (#ofyouth) & 6 (#of messages)= 600, SMS Polls campaign over 3 months: 12(#polls) * 3(#messages) * 100,000 (#of youth) 4,200,000 UNICEF Programmes = 3,600,000 messages 5 programes: 5,000 SMS messages/month 25,000 SMS messages / month * 12 months = 300,000 Total expected initial volume: 4,500,000 PAGE 5

6 6 6) Timing/duration of contract: Guidance: Time frames are negotiable based on signing date of contract and the clear documentation of technical issues and trouble shooting. Task 1. Rapid Pro System integration and Configuration. Timeframe 1 month 2. SMS-C Management Daily with monthly reporting 3. 2 Short Codes & Masking gateway: 12 months (April 2016 April 2017) 4. Procurement of Short Code 12 months (April 2016 April 2017) Initial contract is one year with possibility of further extension of another 2 years (1 year for each extension) upon review of performance and UNICEF needs. 1 Qualifications Required: 5+ years of Previous experience running large scale two way sms campaigns. Available short codes for use by UNICEF Ability to procure short code Ability to reverse bill on a short code Proof of existing ability to integrate and activate SMS campaigns on the big 3 aggregators XL, Telkomsel, and Indosat Payment Schedule: Service rates mentioned in this Payment are in accordance with supply negotiate rates based on provided rate cards: Invoicing of deliverables is to be based on actual days worked by the Company. Therefore, the amount of each payment below is the maximum amount to be invoiced for that period. Payments to be based on outputs to deliverables, certified upon review by UNICEF Indonesia All payments will be negotiated and paid against the proposed rate card for services rendered. - Payment #1: Deliverable 1 Rapid Pro System integration and Configuration. USD [TBD] - Payment #2: Deliverable 2 - SMS-C Management (Monthly Reporting payment) Monthly, SMS Campaign Management: Monthly invoicing based on documented traffic volume reporting. USD TBD = Amount per month - Payment #3: Deliverable 3 Masking Gateway & 2 Short codes (Monthly): - Payment #4: Deliverable 4 Obtain Unique shortcode for UNICEF 2 Supervisor: Communications Chief Initially, the UNICEF Indonesia Innovation Lab Lead will supervise this contract, with support from UNICEF Global Innovation Centre, and under the general supervision of the Chief of the Communication Cluster. Once the Programme Specialist (Innovations) is on board, they will take over the supervisory responsibilities. PAGE 6