Consultancy Services for Customer Relationship Management Building Block and use Cases

GIZ Rwanda

The Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH has been working in Rwanda for more than 40 years.

Rwanda is a country with a turbulent and, at times, tragic history, and the impact of the 1994 genocide is still felt today. Nevertheless, Rwanda has achieved progress at a number of levels since 2000. Stability, security, steady economic growth and low corruption are some of the key successes. The country is also regarded as a pioneer in Africa in environmental protection, digitalisation and gender equality.

Despite these encouraging developments, however, Rwanda is still a very poor country that continues to rely on international support. This support is in virtually all sectors and is coordinated by the Rwandan Government. As a reliable partner in an efficient task-sharing system, GIZ works in three priority areas on behalf of the German Government:

  • Economic development and employment
  • Governance and democracy
  • Digitalisation
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Expression of Interest (EOI)

Consultancy Services for Customer relationship management Building block and use cases

Reference Number: 83433511


The Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH is a federally owned international cooperation enterprise for sustainable development with worldwide operations. The GIZ Office in Kigali covers GIZ’s portfolio in Rwanda and Burundi. GIZ Rwanda/Burundi implements projects on behalf of the German Federal Ministry for Economic Cooperation and Development, the European Union and other commissioning authorities in the following priority areas: Sustainable Economic Development, Good Governance, Climate and Energy, Digitalization, Extractive Governance and Peace and Security in the Great Lakes Region.

1.    Context

Project Title

GovStack Initiative Rwanda


Digitalization (cross-sectoral)

Project Objective

Implementing a broad-based and sustainable digital transformation in Rwanda has improved cooperation between public and private actors.

Methodological Approach (incl. Instruments)

The project aims to strengthen the capacities of public and private actors to improve the implementation of digital transformation in Rwanda. To this end, public and private actors are supported in jointly implementing digital solutions and cooperation processes for public service provision as well as initiatives to strengthen digital participation through improved offers.

Key Outputs

GovStack Initiative activities in Rwanda. These comprise four strands of activity:

(1) Piloting of an e-government use case based on the GovStack approach and the model platform. This is defined as enabling technical actors from the Rwandan partner institutions to map the full-scale use case in the technical process and user diagrams on the platform. Rwandan technical actors then design the technical implementation using ICT building blocks under the guidance and advice of experts from the GovStack initiative. Areas of consultation for example include guidance.

on procurement processes.

(2) Technical work on ICT building blocks at the global level will be extended to include local capacity development in Rwanda. Capacity development approaches will be implemented at the societal level in cooperation with political decision-makers and at the organizational and individual level with government institutions and their employees. The central focus and pivot for the capacity development measures is the global solution catalogue and the model platform.

(3) Participation of Rwandan actors in 2 building block specification review cycles

The GoR has put in place several ICT buildings blocks through the ministry of ICT and its implementing agencies in this case the Rwanda Information Society Authority (RISA). Some of these building blocks include IT architectural frameworks and standards, customer relationship management building blocks, content management building blocks and finally workflow management building blocks among one of them. Several other building blocks in place are also being implemented tested and perfected for the best quality of service to the citizen.

It is in this regard that GIZ through the Govstack Rwanda initiative is seeking a well-experienced ICT consultancy firm that has experience in CRM systems and frameworks to assist in the refinement of the GoR CRM building block and its use cases.

2.    Tasks to be performed by the contractor

Support the beneficiaries to implement projects with state-of-the-art Customer relationship management tools like Zammad respectively

Build the capacity of GoR and the tech ecosystem to increase ownership and knowledge base on the use of technologies like Zammad for practical applications for example citizen engagement.

To create a sustainable use of Zammad as one of the technologies enabling the Customer relationship management building block

Subject of the assignment

The subject of this tender is the conclusion of a framework agreement with one contractor for consulting services outlined below. 

The contractor is responsible for providing the following services:

  • Supporting the planning of software development projects with a focus on customer relationship management (e.g., Zammad) as a building block
  • Supporting the standardization of customer relationship management CRM based on Zammad guidelines/project requests and advocating for the implementation of best practices.
  • Identifying, documenting, and assessing functional and non-functional requirements
  • Supporting the beneficiaries in the design, implementation, and documentation of state-of-the-art CRM solutions
  • Selecting technologies based on requirements assessments for the project partners and beneficiaries.
  • Carry out code reviews and quality assurance.
  • (1.5) Capacity development and knowledge transfer measures which will include Coaching and mentoring of team members, including the integration of local stakeholders in project activities for the purpose of knowledge transfer.

The services should cover the following knowledge areas:

  • DevOps in CRM technologies
  • UI design frontend and back-end implementation
  • CRM Integration architecture
  • CRM system configurations (e.g., Zammad)

The services should be detailed as a subset of above-mentioned general terms including a further specification for each specific assignment.

Assignment of Single Tasks

The consulting services are contractually agreed upon as a single call-off (application) of the framework agreement. For each call-off the following assignment mechanism shall apply:

The consultant should work directly with the project to achieve several deliverables and a timeline to complete the deliverables set forth in the field of Zammad configuration management on this assignment by the project depending on the needs and requirements of those deliverables.

At the end of each assignment, the consultant should present a short report (1-5 pages maximum) to be submitted to the project as part of the assignment. This short report should summarize the key issues addressed, what steps and methods were used during the consulting process, the results achieved, the next steps and best practices/lessons learned that might be helpful for other requests.

The Contractor's employees or subcontractors shall not be integrated into the GIZ work organization and shall not be subject to any instructions from GIZ. The disposition and the sole right to issue instructions to the personnel deployed by the Contractor regarding the type, the specific time as well as the sequence and the scheduling of the work shall remain with the Contractor. The project and result responsibility remain with GIZ. 

The Contractor shall provide the services not only through the personnel offered in the tendering procedure but shall provide as many experts as needed to fulfil all tasks appropriately. In case other experts than the ones proposed in this tendering procedure will work for this contract. The Contractor shall inform GIZ and provide the respective CV of the respective expert(s). After consultation with GIZ and its prior consent, all equally well-qualified experts in the Contractor's place can work on this project. 

Required expert pool

Expert days

Team Lead (Process and configuration consultant)

120 expert days

DevOps engineer

100 expert days

Software Developer (front and back end)

100 expert days


320 expert days

Period of assignment: from contracting  until 31 August 2023.

3.    Concept

In the tender, the tenderer is required to show how the objectives defined in Chapter 2 (Tasks to be performed) are to be achieved, if applicable under consideration of further method-related requirements (technical-methodological concept). In addition, the tenderer must describe the project management system for service provision.

Note: The numbers in parentheses correspond to the lines of the technical assessment grid.

Technical-methodological concept

Strategy (1.1): The tenderer is required to consider the tasks to be performed with reference to the objectives of the services put out to tender (see Chapter 1 Context) (1.1.1). Following this, the tenderer presents and justifies the explicit strategy with which it intends to provide the services for which it is responsible (see Chapter 2 Tasks to be performed) (1.1.2).

The tenderer is required to describe its contribution to knowledge management for the partner (1.5.1) and GIZ and to promote scaling-up effects (1.5.2) under learning and innovation.

Project management of the contractor (1.6)

The tenderer is required to explain its approach to coordination with the GIZ project. In particular, the project management requirements specified in Chapter 2 (Tasks to be performed by the contractor) must be explained in detail.

As a bidder, you are required to explain your approach to coordination (1.6.1) with the GIZ project. GIZ will provide one contact person for the contractor. The explanations of the bidder shall consider the following minimum standards to be met by the contractor:

  • The provision of at least one contact person for GIZ
  • Adhere to agile project management principles.
  • Daily availability by phone (on workdays)
  • The response to emails within 24 hours
  • Weekly availability for a physical or virtual meeting
  • Weekly progress reporting (verbal or written)
  • The submission of quality-assured deliverables at least three workdays before the approval is due to be made (all deliverables need approval from GIZ)
  • The selection, preparation, training and steering of the experts assigned to perform the advisory tasks.
  • The management of costs and expenditures, accounting processes and invoicing in line with the requirements of GIZ.

(1.6.2) Present the personal assignment of tasks to the proposed experts who, when what work steps by filling in the chapter below on personnel concept (chapter 2)

4.    Personnel concept

The tenderer is required to provide personnel who are suited to filling the positions described, based on their CVs (see Chapter 6), the range of tasks involved and the required qualifications.

The below-specified qualifications represent the requirements to reach the maximum number of points in the technical assessment.

Team leader (Process and configuration consultant)

Tasks of the team leader

  • Overall responsibility for the advisory packages of the contractor (quality and deadlines)
  • Coordinating and ensuring communication with GIZ, partners and others involved in the project.
  • Personnel management, in particular identifying the need for short-term assignments within the available budget, as well as planning and steering assignments and supporting local and international short-term experts.
  • Regular reporting in accordance with deadlines

Qualifications of the team leader

  • Education/training (2.1.1): university degree (‘Diplom’/Master/Bachelor) in Computer science Information Technology or relevant field
  • General professional experience (2.1.3): 5 years of professional experience in IT project management sector
  • Specific professional experience (2.1.4): 3 years in configuration and management of CRM tools in public
  • Leadership/management experience (2.1.5): 3 years of management/leadership experience as project team leader or manager in a company

Key expert 1 DevOps engineer

Tasks of key expert 1

  • See the general scope stated in section 2 (the specific tasks will be defined depending on the requirements of each individual project)

Qualifications of key expert 1

  • Education/training (2.2.1): University qualification (‘Diploma’/Master/Bachelor or equivalent) in computer science, engineering or relevant field
  • General professional experience (2.2.3): 3 years of experience in software engineering design, architecture and implementation in total
  • Specific professional experience (2.2.4): 3 years of experience in key integration platforms & pattern/ DevOps

Key expert 2 Software Developer (front and back end)

Tasks of key expert 2

  • See the general scope stated in section 2 (the specific tasks will be defined depending on the requirements of each individual project)

Qualifications of key expert 2

  • Education/training (2.3.1): University qualification (‘Diploma’/Master/Bachelor or equivalent) in computer science, engineering or relevant field
  • General professional experience (2.3.3): 3 years of experience in software engineering design, architecture and implementation in total
  • Specific professional experience (2.3.4): 3 years of experience in key integration platform & pattern/software programming/web/ front and back end CRM development in total

Soft skills of team members

In addition to their specialist qualifications, the following qualifications are required of team members:

  • Team skills
  • Initiative
  • Communication skills
  • Socio-cultural skills
  • Efficient, partner- and client-focused working methods
  • Interdisciplinary thinking

The tenderer must provide a clear overview of all proposed experts and their individual qualifications.

5.    Costing requirements

Assignment of personnel

Team Lead-Process and configuration consultant:

  •  Assignment in country of assignment (Rwanda) for 120 expert days
  • Assignment in country of contractor for expert days

Expert 1-DevOps engineer:   

  • Assignment in country of assignment (Rwanda) for 100 expert days
  • Assignment in country of contractor for expert days

Expert 2-Software Developer (front and back end): 

  • Assignment in country of assignment (Rwanda) for 100 expert days
  • Assignment in country of contractor for expert days 


Travel expenses budget: EUR  N/A

As the number and duration of the business trips are not yet clear, the above-mentioned fixed, unalterable travel-expenses budget for all trips to the country of assignment and abroad for the experts is specified in the price schedule. The budget contains the following travel expenses:

  • Per-diem allowances and accommodation allowances
  • Flights and other transport costs
  • Ancillary travel costs (visa etc.)

The costs are reimbursed in accordance with the bulletin for reimbursement of travel expenses by the German federal ministry for finance (see:  as a lump sum (per-diem allowances and accommodation allowances up to the highest rates under tax law for the country in question) or on submission of documentary proof (accommodation costs which exceed this up to an appropriate amount, the cost of flights and other forms of transport). All travel must be agreed upon in advance by the officer responsible for the project. Travel expenses must be kept as low as possible.

Other costs

  • Visa costs

6.    Requirements on the format of the tender

The structure of the tender must correspond to the structure of the ToRs. In particular, the detailed structure of the concept (Chapter 3) should be organised in accordance with the positively weighted criteria in the assessment grid (not with zero). The tender must be legible (font size 11 or larger) and clearly formulated. It must be drawn up in English (language).

The complete tender must not exceed 35 pages (excluding CVs). If one of the maximum page lengths is exceeded, the content appearing after the cut-off point will not be included in the assessment. External content (e.g. links to websites) will also not be considered.

The CVs of the personnel proposed in accordance with Chapter 4 of the ToRs must be submitted using the format specified in the terms and conditions for application. The CVs shall not exceed 4 pages each. They must clearly show the position and job the proposed person held in the reference project and for how long. The CVs can also be submitted in English (language).

Please calculate your financial tender based exactly on the parameters specified in Chapter 5 Quantitative requirements. The contractor is not contractually entitled to use up the days, trips, workshops or budgets in full. The number of days, trips and workshops and the budgets will be contractually agreed as maximum limits. The specifications for pricing are defined in the price schedule.

Evaluation criteria;

The technical proposals will be assesses based on the following criteria:


% of evaluation criteria

The technical concept, project management, work steps and other technical aspects of the proposal like methodology of execution of this assignment


CVs and qualifications, years of experience proposed experts for the assignment


Caveat: The assessment grid & Self-declaration of eligibility for the award (Complete the form & submit it with proposals) are attached to this EOI 

7.    Submission of offer

The Expression of Interest should contain the following:

  • Technical Proposal:
    • A cover letter expressing your interest in this assignment
    • Technical proposal with a brief description of why you would be considered as the most suitable for the assignment, relevant expertise, and a detailed, clear methodology, on how will be your approach to complete the assignment
    • CVs of the expert proposed
    • Company registration certificate (RDB)
    • VAT registration certificate
    • Latest tax clearance certificate
    • Proof of successful completion of related assignments.
  • Financial Proposal: indicates the all-inclusive total contract price, supported by a breakdown of all costs. The costs must be in RWF and VAT 

Please submit electronically your EoI (technical & Financial offer) in 2 separated emails and should be in PDF files to this email  until latest 22nd March 2023

Please you must write on each email subject this sentence: 83433511 Technical/financial offer, without this sentence, your offer may not be considered

Hard copies are not allowed this time

GIZ reserves all rights

8.      List of abbreviations 

CRM            Customer relationship management.

GovStack    GovStack Initiative Rwanda

GoR          Government of Rwanda

ICT           Information and Communication Technology

IT              Information Technology

MINICT    Ministry of ICT and Innovation, Rwanda

RISA       Rwanda Information Society Authority

SDGs    Sustainable Development Goals

ToRs    Terms of Reference

UI        User Interface

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