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Terms Of Reference: Develop a Robust Customer Relationship Management System (CRMS) For DKT Anglophone West Africa (AWA)

JOB SUMMARY
Company	DKT Internati...
Industry	NGO/IGO/INGO
Category	Public Health
Location	Ghana, Liberi...
Job Status	Contract (per...
Salary	GH¢
Education	Qualified
Experience	5 years
Job Expires	Aug 16, 2025
Contact	...

Company Profile

DKT Ghana is a leading social marketing organization committed to improving reproductive health outcomes through innovative programming and strategic partnerships. We focus on increasing access to contraceptives and reproductive health services across Ghana, leveraging data-driven approaches to inform our strategies and interventions.

Job Description

TERMS OF REFERENCE (TOR)
Develop a Robust Customer Relationship Management System (CRMS) For DKT Anglophone West Africa (AWA)
Covering Ghana, Liberia, and Sierra Leone

Background & Purpose

Context:

DKT AWA delivers family planning/reproductive health (FP/RH) products across Ghana, Liberia, and Sierra Leone. A modern CRMS is critical to:

Ensure data accuracy for FP/RH impact reporting (e.g., Couple-Years of Protection/CYP).
Streamline operations (invoicing, inventory, field sales).
Integrate with global systems (SAP, DHIS2, Power BI).

Objective

Engage a qualified firm/consultant to develop a secure, offline-capable CRMS for desktop/mobile use, protecting DKT’s data, budget, and operational continuity.

Scope of Work
The vendor will deliver all phases of the System Development Life Cycle (SDLC):

Phase	Key Deliverables	Example
Requirements Analysis	Detailed functional specifications	Map geotagging to retailer visit workflows
Design & Build	System architecture, database schema, UI/UX prototypes	Offline invoice module mimicking online functionality
Integration	Secure APIs linking CRMS ↔ SAP, DHIS2, Power BI	Automated CYP calculation in Power BI dashboards
Testing	User Acceptance Testing (UAT) scripts, bug-fix reports	Test promo discounts in low-connectivity areas, product link, volume-based pricing
Deployment	Installations, staff training, data migration plan	Training videos for route monitoring module etc
Post-Launch Support	Maintenance (bug fixes, updates)	Priority response for system outages (<2 hrs)

Technical Requirements

Core Functionality:

Electronic Invoicing: Print invoices offline; sync data when online and printing old invoices from order history.
Inventory Management: Track product transfers/movements/expiry across warehouses.
Route Monitoring: GPS-enabled territory planning with historical logs.
Survey Module: Offline data collection (like KoboCollect/ODK).
Dynamic Dashboard: Auto-generate FP indicators (e.g., CYPs).
Supplies of printers: Durable batteries, compatible, portable printers to the app

Security & Compliance

Data encryption (at rest/transit).
GDPR/regional data privacy compliance.
Role-based access controls.

Required Skills or Experience

Vendor Qualifications

Mandatory Expertise:

≥5 years developing CRM systems for health/logistics sectors.
Proven experience in:

Offline-first mobile apps.
SAP/DHIS2 integrations.
Geospatial tagging.

Team lead with advanced degree in Software Engineering.

How To Apply

Submission Requirements

Company profile + 2 client references.
CVs of key team members (max 3 pages each).
Work plan/timeline (max 4 pages).
Financial Proposal (separate sealed envelope):

Itemized costs (development, hardware, training).
Tax clearance certificate & company registration.

Legal Safeguards for DKT AWA

Intellectual Property (IP):

All code, designs, and deliverables are solely owned by DKT AWA.

Data Sovereignty:

Vendor must not store/process DKT data outside Ghana/Liberia/Sierra Leone.

Confidentiality:

Sign NDAs covering all project information.
Penalties & Exit Clauses:
Liquidated damages for missed deadlines (e.g., 0.5% of contract value/day).
Source-code escrow if vendor bankrupts/fails deliverables.

Timeline & Payment Terms

Key Dates:

Proposal Deadline: August 16, 2025
Project Start: September 1, 2025
System Go-Live: ≤6 months from start

Payment Milestones:

Stage	Amount	Trigger
Contract Signing	30%	Approved work plan/system design
UAT Completion	50%	Fully functional system + staff training
Post-Deployment (30 days)	20%	Resolution of all bugs + handover documentation

All payments subject to Ghana’s Income Tax Act (2015, Act 896).

Evaluation Criteria

Section	Weight	Focus Areas
Technical	70%	Experience (40%), System Approach (20%), Compliance (10%)
Financial	30%	Cost reasonableness (10%), Tax/registration docs (20%)
*Minimum 55/70 technical points required for financial review.*

Abbreviations

CRMS: Customer Relationship Management System
CYP: Couple-Years of Protection (FP impact metric)
DHIS2: District Health Information Software
UAT: User Acceptance Testing
SDLC: System Development Life Cycle

Contact

Samora Michael Mensah (Procurement Manager)

Email: procurementghana@dktawa.org

Tel: 0302-772799 | Proposals to: procurementghana@dktawa.org

*This TOR aligns with ISO 25010 software quality standards and UN Data Privacy Principles. Vendor assumes liability for data breaches/non-performance. *

Note

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