Development of the WSRC’s Online GRM System

REQUEST FOR QUOTATION

Assignment title: Development of the WSRC’s Online GRM System

Ref.: WBAACC/WSRC/04-2023

ABOUT WSRC

The role of the WSRC in the project comes from its mandate as stipulated in the Decree No. 14 for the year 2014 relating to the Water Law, which responsible for monitoring all matters related to the operation of water service providers, with the aim of ensuring water and wastewater service quality and efficiency to consumers in Palestine at affordable prices.

Therefore, the WSRC’s aim through this independent performance monitoring is to increase the overall performance of the water recovery program in Gaza in general and within the Water Banking Program in particular and to build on for further use of tools and modules in other areas in the WB & the GS.

PROJECT BACKGROUND

WSRC has signed an agreement with the ministry of finance in October 2021. This agreement titled: WSRC monitoring program for project name: Water Banking and Adaptation of Agriculture to Climate Change in Northern Gaza (WBAACC), which funded by the AFD.

The WBAACC project is designed and implemented aiming at bringing additional irrigation water in North Gaza through a well-regulated utilization of the NGEST WWTP to the water balance in Gaza and, therefore, increase the resilience of its population and agricultural sector, in the face of climate change.

According to the article 24 of the water law No. 14 for the year 2014, the WSRC is mandated to address complaints of consumers against service providers; Hence, the council proposed intervention on this component includes:

• Setting Grievance Redress Mechanism (GRM);
• Support service providers of water and wastewater;
• Support and discuss with customers to be satisfied on the provided services;
• Follow on with service providers on their handling of received complaints;
• Receive and address complaints;
• Continuous monitoring of complaints systems and reporting;
• Report on complains handling and addressing.

PURPOSE OF THE ASSIGNMENT

WSRC has created a Grievance Redress Mechanism (GRM) system on the council website as a tool to ensure service providers’ accountability to provide water and wastewater services in an efficient and sustainable manner.

The objective of the assignment is to upgrade the existing WSRC’s GRM system on the council portal. Therefore, the WSRC seeks to engage consulting firms in upgrading the GRM system to be more functional take into account all responsibilities and roles of the WSRC as stipulated by the law

QUALIFICATIONS OF APPLICANT

The consultancy firm shall have the following requirements:

1. Minimum 3 years of proven experience in designing similar systems and portal platforms.
2. the firm must have advanced knowledge of current web development technologies and design tools, new software, web programming languages and programs including the use of HTML5, XHTML, PHP, CSS, XML, XSLT, Laravel8+ with MySQL.
3. The company must have a sufficient number of personnel who have the capacities to carry out the assignment in the stipulated timeframe.
4. Minimum 3 years of demonstrated experience in Palestine.

HOW TO APPLY

WSRC is requesting competitive technical and financial proposals from qualified firms based in Gaza Strip to develop the existing WSRC’s online GRM system.

• Interested firms can be requested the RFQ dossier via the following e-mail: [email protected]
• Offer shall be sent in 2 separate files - PDF format - (one for Technical Proposal and one for Financial Proposal).
• Offers must only be sent to [email protected]. Any offers sent through other channels will not be considered.
• Email subject must contain the following reference: WBAACC/WSRC/04-2023
• All documents shall be submitted in English
• The submission deadline is 02/05/2023 before 2:00 pm.
• For more details on the RFQ, please address your queries to [email protected].