TERMS OF REFERENCE

1. Background and Objectives: This tender is part of the EU-funded project “Digital Technologies for Citizen Empowerment (DT4CE) in Kyrgyzstan” implemented by Transparency International. The project will develop four electronic platforms aimed at improving citizen-government interaction.

The objective of this tender is to hire a company to develop and subsequently maintain a website and corresponding mobile applications to simplify the provision of public services to citizens in the Kyrgyz Republic. The electronic products should provide step-by-step guides in plain language on how to access public services, include forms for submitting customer requests, complaints and a user forum. The products should be user-friendly, attractive and capable of attracting a large number of users. The winning company is also responsible for recruiting up to 10 participants of the hackathon conducted by Transparency International on the relevant topic as paid interns during the development process. In addition, technical support and ongoing updates will be required after the launch.

2. Scope of work. The scope of work includes design, creation and approval of the design, development, testing, deployment and further support of the following products:

• A website with a user-friendly interface and functionality that facilitates the receipt of public services, including step-by-step instructions in plain language.

• Mobile applications for iOS and Android platforms with functions similar to the website.

3. Functional requirements: The website and mobile applications must have the following functions:

• Display of up-to-date data with a description, requirements and terms of provision of public services in the form of simple instructions.

• User registration with the creation of personal accounts in compliance with the rules for the protection of personal data.

• Interactive forms for clients to submit applications and complaints.

• User forum for users of the platform to communicate, share experiences and seek help.

• Elements of gamification and user engagement to attract more users and improve usability.

• A system for users to add up-to-date information on the status of the provision of public services by local government agencies.

• A system for representatives of government agencies to add up-to-date information on the provision of public services.

• A system for providing consultations and legal support to platform users on administrative issues and corruption.

The electronic products being developed should contain the following sections:

• A home page with an overview of available government services.

• Sections with detailed information on each service, including the required documents, terms of provision, and contact information for organizations providing services.

• Search for a service by keywords or categories for quick access to the required information.

• Forum for users

• Statistics on the provision of public services, problems noted by users

• Rating of services by popularity

• Rating of users by activity

• Registration, personal account, user profile

• Form for sending information about the problem by the user (citizens)

• Form for sending current information about the provision of public services by the user (government agencies)

• FAQ/reference information for users

• List of problems with the ability to filter and sort

E-products must be localized in 2/3 languages ​​(KG/RU/EN)

4. Technical requirements: The website and mobile applications must meet the following technical requirements:

Compatibility with major web browsers (e.g. Chrome, Firefox, Safari) and mobile platforms (iOS and Android).

Secure data storage and transmission.

Fast loading time and responsiveness.

Integration with GPS and other relevant geolocation technologies.

5. Internship Program: The winning bidder must bring in up to 10 participants from a relevant Transparency International hackathon as paid interns during the development process. These interns must be involved in various aspects of the development under the guidance of experienced developers.

6. Deliverables: The bidder must provide the following deliverables:

A fully functional website and mobile applications.

Documentation detailing the design, architecture, and functionality.

Test reports and quality assurance documentation.

Training materials for administrators.

7. Timeline: The development timeline, including milestones, testing, and deployment, must be specified.

8. Evaluation Criteria: The evaluation of the submitted proposals will be based on the following criteria:

Relevant experience in developing similar websites and mobile applications.

Technical knowledge and capabilities.

Innovation and creativity in design and user experience.

Cost-effectiveness of the proposal.

9. Technical support and updates:

The winning bidder shall provide technical support and maintenance of the developed website and mobile applications for a period of 1 year from the date of their launch. This support shall include but not be limited to the following:

Regular maintenance to ensure proper functioning and optimal performance of the products.

Prompt fixing of errors and resolution of issues reported by users or identified during routine audits.

Security updates and vulnerability assessments to protect against potential threats.

Compatibility updates to keep the products up to date with the latest web browsers and mobile platforms.

Support for user queries and feedback through various communication channels.

Periodic performance reviews and optimizations to improve user experience.

10. Updates and Enhancements:

The winning bidder is also responsible for periodically upgrading and enhancing the products in line with technological advances, user feedback, or changes in regulatory requirements. These updates may include, but are not limited to, the following:

Introducing new features and capabilities to enhance the user experience.

Expanding data visualization and analysis capabilities.

Introducing gamification elements to further engage users.

Integrating with relevant third-party services or APIs to extend functionality.

Updating to new versions of operating systems and frameworks.

Ensuring compliance with any changes in data protection regulations.

11. Reporting:

The winning company must provide regular reports on maintenance activities, bug fixes, and performance improvements undertaken during the support period. These reports must be submitted to Transparency International Kyrgyzstan on a monthly basis or as mutually agreed.

12. Service Level Agreement (SLA):

A service level agreement (SLA) should be written as part of the contract to define specific response times, resolution times, and other performance metrics for technical support and updates.

13. Intellectual Property: The intellectual property rights to the developed products belong to Transparency International Kyrgyzstan.

14. Confidentiality: All information provided by the companies participating in the tender will be considered confidential.

15. Submission of Proposals: Interested companies should send their proposals no later than September 1, 2023 to Kyrgyzstan@transparency.org or to the organization’s office at the address: Bishkek, Turusbekov Street 109/1, Office 108.

16. Selection Process: The selection process will include reviewing the submitted proposals, shortlisting suitable companies, and conducting interviews/presentations if necessary.

17. Right of Rejection: Transparency International Kyrgyzstan reserves the right to reject any or all proposals if deemed necessary.

18. Contractual Obligations: The selected company will enter into a formal contract with Transparency International Kyrgyzstan to define the terms of the collaboration.

19. Contract Extension:

Upon successful completion of the initial support and upgrade period, Transparency International Kyrgyzstan may consider extending the contract for further support and upgrade services depending on the level of performance and satisfaction during the initial period.

20. Termination Clause:

In the event of a breach of contract or unsatisfactory performance, Transparency International Kyrgyzstan reserves the right to terminate the development and follow-up service agreement with the winning company. Any termination will be in accordance with the terms and conditions set out in the contract.

Transparency International Kyrgyzstan

Phone +996 (312) 394038

Email: kyrgyzstan@transparency.org