RESEARCH, DESIGN AND DEVELOPMENT FOR MOBILE PAYMENT SERVICE

REQUEST FOR PROPOSALS

USAID LOCAL ENTERPRISE SUPPORT PROGRAM (USAID LENS)

RESEARCH, DESIGN AND DEVELOPMENT FOR MOBILE PAYMENT SERVICE

FOR NATIONAL MICROFINANCE BANK

RFP Date of Issuance: / January 18, 2015
Due Date for Questions: / January 27, 2015; Submission of questions or requests for clarification in writing via email to by 17:00 Hours local time in Jordan.
Deadline for Proposals: / February 18, 2015; Submission of proposals (including technical proposal, budget and budget narrative) due by 17:00 Hours local time in Jordanvia email to. Emailed submissions must contain the subject line “USAID LENS – Research, Design and Development for Mobile Payment Service.”

PURPOSE STATEMENT

The purpose of this Request for Proposals (RFP) is to solicit proposals from prospective subcontractors to support FHI 360’s implementation of the USAID Jordan Local Enterprise Support Project, funded by the United States Agency for International Development (USAID), Award No. AID-278-LA-14-00001.

The USAID Jordan Local Enterprise Support Project (LENS) is a five-year project that supports small business growth and better economic planning to strengthen Jordanian communities against economic adversity. USAID LENS brings local governments, business owners and key community groups to collaborate together on initiatives that will boost economic development and create jobs in their communities. These initiatives will be focused on supporting the growth of micro and small enterprises (MSE) and inclusive of women, youth and other vulnerable groups.

FHI 360 is seeking a firm to provide technical assistance services for user research, service design and technological development for mobile payment service for National Microfinance Bank.

This RFP is issued as a public notice to ensure that all interested, qualified, and eligible organizations – Jordanian and international – have a fair opportunity to submit proposals for funding.

PROGRAM BACKGROUND

National Microfinance Bank (NMB) is a Jordanian private shareholding, non-profit microfinance institution that finances income-generating projects for underserved segments of society – spreading a culture of entrepreneurship and microcredit. Founded in 2006, it operates 20 branches in 11 governorates and is growing. It provides an array of financial and non-financial products and services to more than 50,000 clients throughout the country.

NMB will develop a mobile payment service to enable clients to receive loans and to make payments. It implemented tablet technology in 2014 to streamline the application process – the first and, to date, only microfinance institution in the country to do so. Loan officers visit clients to complete applications remotely, and this has decreased the application-to-disbursal period from 72 to less than 24 hours – freeing up resources to allow loan officers to serve 10 to 15 percent more clients. However, clients must still visit branches to receive loans and to make payments. A mobile payment service will technologically close the client side of the loan lifecycle. It will benefit NMB by enabling it to serve more clients – as happened with tablet technology – and clients by enabling them to save costs and time by conducting business with NMB from any place at any time.

OBJECTIVE

The mobile payment service will be one of the first – if not, the first – for the microfinance sector in the Middle East. As such, despite the fact that mobile penetration has reached approximately 200 percent in Jordan, clients may regard it cautiously. It is critical to develop a service that they trust, value, embrace and adopt.

A user-centered approach will be used to develop the mobile payment service. It will explore clients’ behaviors, thoughts, needs and wants related to financial management and mobile applications. Understanding how clients manage finances and why they prefer one potential solution instead of another will guide the development of a service optimized to fit their lifestyle – which will increase the probability that they will trust, value, embrace and adopt it. Oncedeveloped, the mobile payment service will comply with the Central Bank of Jordan’s strategy for e-banking and will be accessible through the country’s telecommunications network.

TASKS

The activities and tasks of the Firm will be divided into four phases: (1) preparation; (2) user research;(3) service design; and (4) development. It is expected that the Firm will invite personnel from NMB to collaborate at points within each phase.

Phase 1: Preparation

Mobile payment services identification. The Firm will identify mobile payment services worldwide for the microfinance sector. It will analyze them to pinpoint best practices and features that lead to adoption and usage and, during service design, to determine if and how to apply them in Jordan.

Client profiling. With NMB, the Firm will profile current and potential clients as deemed appropriate. This will guide user research by ensuring that all client types are engaged and represented.

Field preparation. The Firm will prepare the strategies, schedule and material needed to conduct user research in the field. (It will develop a coding system to ensure the accurate, anonymous capture of information, if and when needed.) While any and all strategies are welcome to be considered, one-on-one interviews should play a central role.

Technology assessment. The Firm will assess NMB’s technological infrastructure to understand how the organization captures information within its management information system (MIS), which is based on Database Oracle 10G and client desktop application form and reports 6I. It will review NMB’s loan lifecycle to understand how the organization approves, disburses and receives payments for loans. With this knowledge, it will pinpoint technological requirements needed to integrate NMB’s MIS and the mobile payment service.

Phase 2: User Research

Client engagement. The Firm will engagea random sampling of current and potential clients in the field to understand in-depth their behaviors, thoughts, needs and wants related to financial management and mobile applications. Engagements may take various forms as deemed appropriate, but there should be at least 50 one-on-one interviews.

Phase 3: Service Design

Service prototyping and testing. The Firm will digest information gathered from primary and secondary research and will blueprint user-friendly prototypes for the mobile payment service. It will return to the field to test them with a random sampling of current and potential clients and will make adjustments based on feedback. It will repeat this cycle as deemed appropriate.

Solutions presentation. The Firm will present NMB with at least three proposed solutions, which will facilitate client usage while ensuring business viability, for the mobile payment service. The Firm will also provide NMB with a comprehensive presentation, which the latter will be able to use for marketing purposes, detailing the development of the proposed solutions.

Phase 4: Development

Software coding and design. Based on the chosen solution, the Firm will code the software for the mobile application to ensure its integration within NMB’s MIS and accessibility within the country’s telecommunications network. It will design the user interface (UI) and experience (UX) to ensure that the service is user-friendly – increasing the probability that clients will embrace and adopt it.

Other Considerations and Requirements

The Firm will conduct interviews in locations where the respondents feel comfortable offering candid responses uninfluenced by anyone else. The Firm will offer and, if requested, guarantee the confidentiality of responses. (In that case, the respondent’s personally identifiable information will be coded.)

DELIVERABLES

The Firm will be responsible for preparing and submitting the following deliverables:

Deliverable / Due Date
Phase 1: Preparation / [MONTH XX], 2015
Identify and analyze mobile payment services worldwide.
Profile NMB’s current and potential clients.
Finalize the strategies and schedule and prepare material for research. Develop a coding system to capture information.
Assess NMB’s MIS. Review its loan lifecycle. Pinpointrequirements to integrate its MIS and the mobile payment service.
Phase 2: User Research / [MONTH XX], 2015
Engagea random sampling of NMB’s current and potential clients – with at least 50 one-on-one interviews.
Phase 3:Service Design / [MONTH XX], 2015
Blueprint prototypes based on research. Test them with a random sampling of NMB’s current and potential clients. Make adjustments, as needed.
Present NMB with at least three proposed solutions for and provide a comprehensive presentation of mobile payment service.
Phase 4:Development / [MONTH XX], 2015
Code the software for the mobile application.Design its UI and UX.

Expected Timeline and Location

[MONTH]:Preparation at the Firmand NMB’s offices

[MONTH]:User research throughout Jordan

[MONTH]:Blueprinting prototypes at the Firm’s office

[MONTH]:Testing and making adjustments to prototypes throughout Jordan

[MONTH]:Present proposed solutions and comprehensive presentation at NMB’s office

[MONTH]: Development at the Firm’s office

SUBMISSION REQUIREMENTS

Proposals should include submission of a technical proposal and a cost proposal. Proposals must remain valid for at least sixty (60) days. To be considered, bidders must provide the following in English:

PART A: TECHNICAL PROPOSAL

  1. Organizational Information:
  2. Organization’s legal name
  3. DUNS Number
  4. Contact name
  5. Contact person’s position
  6. E-mail address
  7. Telephone number
  1. Capability Statement: A narrative – not to exceed three pages – that explains the Firm’s capability to perform the scope of work. A brief annex should detail similar projects performed – preferably in the banking, technology and telecommunications sectors. Particular attention will be paid to those performed in Jordan and the Middle East.
  1. Research Methodology: A short document – not to exceed four pages – that outlines the research methodology and one or more suggested strategies to understand in depth clients’ behaviors, thoughts, needs and wants related to financial management and mobile applications.
  1. Timeline: A detailed timeline required to complete the project.
  1. References: References from a minimum of three clients worked with in the past two years on activities similar to this scope of work. Include the contact information: company or organization, name, phone number and email.
  1. Staffing: Names, CVs (not to exceed two pages), 2-3 sentence bios for potential field team leaders and essential personnel (including their experience on this type of work) and percentage of staff time of principals and managers on this activity.

PART B: COST PROPOSAL

  1. Detailed cost proposal for implementing the 4 Phases and broken-down by deliverable that includes the following:
  1. Proposed staff, rates, number of days needed to accomplish the work
  2. Transportation and logistics costs
  3. Costs of workshops, trainings, meeting sessions with NMB staff and related materials/supplies
  1. The detailed cost proposal should be accompanied with a budget narrative, and supporting documentation that clearly describe how the budgeted amounts are calculated.
  2. A brief narrative explanation and justification for each line item must be included in a separate section entitled “budget narrative” and include data to support actual costs and/or methodologies to support cost estimates. The budget narrative serves as justification for each cost included in a budget; should be presented in such a way as to be easily referenced from the budget; and should provide sufficient information so that FHI 360 may review a proposed budget for reasonableness. All projected costs must be in accordance with the organization’s standard practices and policies.
  3. Budgets must be sufficiently detailed to demonstrate reasonableness and completeness. Offerors including budget information determined to be unreasonable, incomplete, unnecessary for the completion of the proposed project, or based on a methodology that is not adequately supported may be deemed unacceptable.
  4. Budgets should be submitted in USD.
  5. Please indicate the inclusion/exclusion of any applicable taxes such as VAT.
  6. Please include a signed biodata form for any proposed staff named in the budget. See Annex C for FHI 360 template.
  7. If indirect costs are proposed, offeror must provide a copy of current NICRA. If the offeror is using an allocation methodology to direct charge operational costs, a detailed explanation must be included within the budget narrative.

Important Note: The budget, while based on the deliverables, is a cost detailed budget and not fixed price.

EVALUATION CRITERIA

Bids will be evaluated and ranked by a committee on a best-value basis according to the criteria below. Only service providers able to provide all of the requirements listed above will be considered.

Selection will be based on the following weighted categories:

No. / Criteria / Percentage
1 / Technical Approach
  • Comprehensiveness of proposal approach. Clarity and appropriateness of proposed activity.
  • Implementation plan and proposed timeline are realistic and include all proposed elements of activity.
/ 35%
2 / Past Performance
  • Previous successful experience implementing similar activities.
  • Experience working in Jordan and the Middle East
/ 30%
3 / Personnel
  • Key personnel have appropriate level of qualification and experience to lead and to implement project.
/ 15%
4 / Proposed Costs
  • Reasonableness of proposed budget based on scope of activities proposed.
  • Summary budget, detailed budget, and budget notes included.
/ 20%

NOTE: FHI 360 will not compensate the company for its preparation of response to this RFP, nor is the issuing of this RFP a guarantee that FHI 360 will award a subcontract.

CONTRACT MECHANISM

FHI 360 is anticipated to award a fixed-price subcontract to the Offeror whose proposal will be evaluated based on the evaluation criteria described previously.

SUBMISSION INSTRUCTIONS AND DEADLINES

The key dates for this RFP process are shown below:

January 18, 2015RFP publicly advertised (on LENS website and newspaper).

January 27, 2015Submission of questions or requests for clarification in writing via email to by 17:00 Hours local time in Jordan. Please note that inquiries and answers to inquiries will be shared with all applicants. Please do not contact any USAID LENS employees regarding this RFP. Contacting individual employees may be cause for disqualification. NO TELEPHONE INQUIRIES WILL BE ANSWERED.

February 18, 2015Submission of proposals (including technical proposal and budget) due by 17:00 Hours local time in Jordanvia email to. Emailed submissions must contain the subject line “USAID LENS – Research, Design and Development for Mobile Payment Service.”

April 16, 2015Anticipated subcontract start date. Start date is subject to change.

TERMS AND CONDITIONS

Offerors are responsible for review of the terms and conditions described.

WITHDRAWALS OF PROPOSALS

Offerors may withdraw proposals by written notice via email received at any time before award. Proposals may be withdrawn in person by a vendor or his/her authorized representative, if the representative’s identity is made known and the representative signs a receipt for the proposal before award.

RIGHT TO SELECT/REJECT

FHI 360 reserves the right to select and negotiate with those firms it determines, in its sole discretion, to be qualified for competitive proposals and to terminate negotiations without incurring any liability. FHI 360 also reserves the right to reject any or all proposals received without explanation.

DUE DILIGENCE PROCESS

Any selected firm will be required to complete a Financial Pre-Award Assessment in order for FHI 360 to ascertain that the organization has the capacity to perform successfully under the terms and conditions of the proposed award. As part of the Pre-Award Assessment process the firm will also be requested to submit a financial audit report from the previous fiscal year. In addition, payroll records and other financial information may be requested to support budgeted costs.

CLIENT PRIOR APPROVAL

The selected offeror will be subject to funding agency approval before a subcontract can be awarded. Therefore, organizations are reminded that there may be delays for this process to be completed. In addition, should such approval not be given, this subcontract cannot be awarded.

DISCLAIMER

This RFP represents only a definition of requirements. It is merely an invitation for submission of proposals and does not legally obligate FHI 360 to accept any of the submitted proposals in whole or in part, nor is FHI 360 obligated to select the lowest priced proposal. FHI 360 reserves the right to negotiate with any or all firms, both with respect to price, cost and/or scope of services. FHI 360 has no contractual obligations with any firms based upon issuance of this RFP. It is not an offer to contract. Only the execution of a written contract shall obligate FHI 360 in accordance with the terms and conditions contained in such contract.

REQUEST FOR PROPOSAL FIRM GUARANTEE

All information submitted in connection with this RFP will be valid for three (3) months from the RFP due date. This includes, but is not limited to, cost, pricing, terms and conditions, service levels, and all other information. If your firm is awarded the contract, all information in the RFP and negotiation process is contractually binding.

OFFER VERIFICATION

FHI 360 may contact Offerors to confirm contact person, address, bid amount and that the bid was submitted for this solicitation.

FALSE STATEMENTS IN OFFER

Offerors must provide full, accurate and complete information as required by this solicitation and its attachments.

CONFLICT OF INTEREST

Offerors must provide disclosure of any past, present or future relationships with any parties associated with the issuance, review or management of this solicitation and anticipated award in or outside of Jordan.

Failure to provide full and open disclosure may result in FHI 360 having to re-evaluate selection of a potential vendor.

RESERVED RIGHTS

All RFP responses become the property of FHI 360 and FHI 360 reserves the right in its sole discretion to:

  • To disqualify any offer based on offeror failure to follow solicitation instructions.
  • FHI 360 reserves the right to waive any deviations by vendors from the requirements of this solicitation that in FHI 360's opinion are considered not to be material defects requiring rejection or disqualification; or where such a waiver will promote increased competition.
  • Extend the time for submission of all RFP responses after notification to all vendors.
  • Terminate or modify the RFP process at any time and re-issue the RFP to whomever FHI 360 deems appropriate.
  • FHI 360 reserves the right to issue an award based on the initial evaluation of offerors without discussion.
  • FHI 360 reserves the right to award only part of the activities in the solicitation or issue multiple awards based on solicitation activities.
  • FHI 360 will not compensate offerors for preparation of their response to this RFP.
  • Issuing this RFP is not a guarantee that FHI 360 will award a subcontract.
  • FHI 360 may choose to award a subcontract to more than one offeror for specific parts of the activities in the RFP.

Certification of Independent Price Determination