REQUEST FOR PROPOSAL 

Version 2 

Effective date: October 1st, 2025 

[TENDER FOR A TWO (2)-YEAR NON-EXCLUSIVE FRAMEWORK AGREEMENT FOR ENTERPRISE DEVELOPMENT TRAINING THROUGH INTERACTIVE VOICE RESPONSE (IVR)-BASED LEARNING – FIRST ASSIGNMENT: DELIVERING ENTERPRISE DEVELOPMENT TRAINING BY IVR-BASED LEARNING (SERVE PROJECT)] 

RFP DOCUMENT :25/2026 

RFP ISSUE DATE: [November 09, 2026] 

PROPOSAL SUBMISSION DEADLINE: [November 23 , 2026 , 17:00 Kigali Time] 

PREPARED BY 

CARE RWANDA

1. ABOUTCARE 

At CARE, we seek a world of hope, inclusion, and social justice, where poverty has been overcome and people live with dignity and security. 

This has been our vision since 1945, when we were founded to send lifesaving CARE Packages to survivors of World War II. Today, CARE is a leader in the global movement to end poverty. We put women and girls in the center because we know we cannot overcome poverty until all people have equal rights and opportunities. CARE works in more than 100 countries, reaching millions of people with life-saving and long-term development programs. 

For more information about CARE and our work, visit: https://www.care.org/our-work/ 

2. GENERAL CONDITIONS AND CLAUSES 

2.1. CARE’S GENERAL CONDITIONS 

The enclosed document is not an offer to contract, but a solicitation of a vendor’s proposed intent. Acceptance of a proposal in no way commits CARE to award a contract for any or all products and services to any vendor. 

CARE reserves the right to make the following decisions and actions based on its business interests and for reasons known only to CARE: 

• To determine whether the information provided does or does not substantially comply with the requirements of the RFP 
• To contact any bidder after proposal submittal for clarification ofany information provided. 
• To waive any or all formalities of bidding 
• To accept or reject a proposal in whole or part without justification to the bidder 
• To not accept the lowest bid 
• To negotiate with one or more bidders in respect to any aspect of submitted proposal 
• To award another type of contract other than that described herein, or to award no contract; 
• To enter into a contract oragreement for purchasewith parties not responding to this RFP 
• To request, at its sole discretion, selected Vendors to provide a more detailed presentation of the proposal
• To not share the results of the bids with other bidders and to award contracts based on whatever is in the best interest of CARE. 

Any material statements made orally or in writing in response to this RFP or in response to requests for additional information will be considered offers to contract and should be included by vendor in any final contract. 

2.2. CONFIDENTIALITY/ NON-DISCLOSURE 

All information gained by any vendor concerning CARE work practices is not to be disclosed to anyone outside those responsible for the preparation of this proposal. Any discussion by the vendor of CARE’s business practices could be reason for disqualification. CARE, at their discretion, reserves the right to request a non-disclosure agreement. 

Reciprocally, CARE commits that information received in response to this RFP will be held in strict confidence and not disclosed to any party, other than those people directly responsible for the evaluation of the responses, without the express consent of the responding vendor. 

Finally, the information contained within this RFP is confidential and is not to be disclosed or used for any other purpose by the vendor. 

2.3. PUBLICITY 

Any publicity referring to this project, whether in the form of press releases, brochures, or photographic coverage will not be permitted without prior written approval from CARE. 

2.4. LIABILITY 

The selected vendor(s) will be required to show proof of adequate insurance at such time as CARE is prepared to procure the services. The participating vendor will also be required to indemnify and hold harmless CARE for, among other things, any third-party claims arising from the selected vendor’s acts or omissions and will be liable for any damage caused by its employees, agents or subcontractors. 

2.5. FORCE MAJEURE 

1. Neither Party shall be responsible for a performance that is delayed, hindered, or is rendered inadvisable, commercially impracticable, illegal, or impossible by a “Force Majeure Event.” A Force Majeure event includes, without limitation, an act of nature, a pandemic, emergency, civil unrest or disorder, actual or threatened terrorism, war, fire, governmental action or interference of any kind, power or utility failures, strikes or other labor disturbances, a health warning issued by the Center for Disease Control (or similar agency), any other civil or governmental emergency and/or any other similar event beyond a Party’s reasonable control. 
2. The Party that seeks to invoke this Force Majeure provision (the “Affected Party”) shallprovide the otherParty (the “UnaffectedParty”) with a written notice within ten (10) days of the date the Affected Party determines a Force Majeure Event has occurred. 

2.6. ERRORS AND OMISSIONS 

CARE expects the vendor will provide all labor, coordination, support, and resources required based on the vendor’s proposal and corresponding final SOW. No additional compensation will be available to the vendor for any error or omission from the proposal made to CARE. The only exclusions are add-ons, deletions, and/or optional services for which the vendor has received written authorization from CARE. 

2.7. OWNERSHIP OF WORK 

All work created under the FWA and its call-offs must be original work, and no third party should hold any rights in or to the work. All rights, title and interest in the work shall be vested in CARE. This includes all scripts, audio recordings, quizzes, SMS content, reports and data produced, which CARE may reuse on any platform after the FWA ends. 

2.8. CONFLICT OF INTEREST 

CARE encourages every prospective Supplier to avoid and prevent conflicts of interest, by disclosing to CARE if you, or any of your affiliates or personnel, were involved in the preparation of the requirements, design, specifications, cost estimates, and other information used in this RFP. 

3. BIDDER’S DECLARATION 

Yes No

Ethics: By submitting this Proposal/Quote, I/we guarantee that the bidder has not engaged in any improper, illegal, collusive, or anti-competitive arrangements with any competitors; has not directly or indirectly contacted any buyer representative (aside from the point of contact) or gather information regarding the RFP; and has not attempted to influence or offer any type of Personal inducement,reward, orbenefit to any buyerrepresentative.

I/We affirm that we will not engage in prohibited behavior or any other unethical behavior with CARE or any other party. We also affirm that we have read the general clause and conditions included in this RFP and that we will conduct business in a way that avoids any financial, operational, reputational, or other undue risk to CARE.

Conflict of interest: I/We warrant that the bidder has no actual, potential or perceived Conflict of Interest in submitting this Proposal/Quote; or entering into a Contract to deliver the Requirements. CARE Procurement's Point of Contact will be notified right away by the bidder if a conflict of interest occurs during the RFP process.
Bankruptcy: l/Wehave notdeclaredbankruptcy, arenotinvolved inbankruptcy or receivership proceedings, and there is no judgment or pending legal issues that could hinder the ability to conduct business.
	Offer Validity Period: I/We confirm that this Proposal/Quote, including the price,remains open foracceptance for ninety (90) days from the proposal submission deadline.
I/We understand and recognize that you are not bound to accept any proposal you receive, and we certify that the services offered in our Proposal meet the requirements set out in this RFP.
By signing this declaration, the signatory below represents, warrants and agrees that he/she has been authorized by the Organization/s to make this declaration on its/their behalf

SupplierName:

Title/Designation:

Company Name:

Date:

Signature

4. CONDITIONS AND GUIDELINES FOR SUBMISSION OF PROPOSAL 4.1. PROPOSAL GUIDELINES 

This Request for Proposal represents the requirements for an open and competitive process. In this RFP, “Bidder” means a firm submitting a proposal; “Supplier”, “Service Provider” and “Vendor” refer to the firm(s) selected for award. 

Bidders are requested to provide written notification via email to (RWA.Procurement@care.org ) of their intent to participate, or not to participate in the bidding process by [November 11,2026]. This notification is for planning purposes only; it is not a condition for submitting a proposal. 

Proposals will be accepted until [ November 23, 2026, at 17:00 Kigali time] delivered via email solely to ( RWA.Procurement@care.org), no later than the above specified date. Any proposals received afterthis date and time willnot be accepted. All proposals must be signed by an official agent or representative ofthe company submitting the proposal. 

If the organization submitting a proposal must outsource or contract any work to meet the requirements contained herein, this must be clearly stated in the proposal. 

Additionally, all costs included in proposals must be all-inclusive to include any outsourced or contracted work. Any proposals which call for outsourcing or contracting work must include the name and description of the organizations being contracted. 

All costs must be itemized to include an explanation of all fees and costs. 

Contract terms and conditions will be negotiated upon selection of the winning bidder for this RFP. All contractual terms and conditions will be subject to review by the CARE legal department, and will include scope, budget, schedule, and other necessary items pertaining to the project. 

Any verbal information obtained from, or statements made by representatives of CARE shall not be construed as in any way amending this RFP. Only such corrections or addenda as are issued in writing by CARE to all RFP participants shall be official. CARE will not be responsible for verbal instructions. 

PROJECT PURPOSE AND DESCRIPTION 

CARE is issuing this RFP (Request for Proposal) soliciting qualified bidders to submit proposals for a non-exclusive Framework Agreement (FWA) for enterprise development training through Interactive Voice Response (IVR)-based learning. The first assignment under the FWA will be the Delivery of Enterprise Development Training by IVR-Based Learning for the SERVE Project, implemented by CARE Rwanda with the support of the Mastercard Foundation. 

This RFP is an invitation to bid, not an offer of contract. Bidders must submit a response thatcomplies with the minimum requirements contained herein. 

Framework Agreement: CARE intends to establish non-exclusive Framework Agreements for a period of two (2) years from signature with up to two (2) Suppliers. The FWA does not commit funds or guarantee any minimum volume of work. Each assignment will be commissioned through a separate call-off (work order or purchase order) stating the target learners, modules, languages, duration and budget, and will be issued only against an approved purchase requisition. 

First assignment: the training of 2,500 SERVE MSEs described in this section (components A–F) will be the first call-off under the FWA. It is the basis for the technical and financial evaluation in the Evaluation Criteria section. 

Rates: the unit rates in the Supplier’s price schedule will apply to all call-offs during the FWA term. The rates are fixed for the first twelve (12) months; after that, the Supplier may request one review, supported by evidence, capped at 5%. Content already produced and owned by CARE will not be charged again in later call-offs, except for agreed updates.

Allocation of call-offs and performance: call-offs will go to the highest-ranked FWA holder; if it declines or lacks capacity, the call-off will go to the next-ranked holder, with the reason recorded on file. Performance will be evaluated after each call-off against the KPIs and service levels, and unsatisfactory performance may lead to suspension or termination of the FWA. 

4.2. PROJECT OVERVIEW 

CARE International in Rwanda seeks to engage a qualified service provider to design, adapt, host and deliver structured digital entrepreneurship training through an Interactive Voice Response (IVR) platform, complemented by SMS reminders and feedback mechanisms. The digital learning model will provide scalable, inclusive and flexible access to entrepreneurship education for MSE owners across all 10 districts.

Requirement s Specs	Qty.	Unit of Measurement	Required Delivery Lead Time	Delivery Address	Contract Period
Deliver Enterprise Development Training by Interactive Voice Response (IVR)-Based Learning.	2,500 MSEs	MSEs onboarded; 14 core modules delivered via IVR and SMS	6 months from call-off signing (indicative: January – June 2027)	Rwamagana, Kayonza, Ngoma, Kirehe, Rulindo, Gakenke, Nyabihu, Rubavu, Huye and Nyamagabe	First assign ment: 6 months; FWA term: two (2) years

Requirements 

Component	Key Activities	Deliverables
A. Beneficiary Registration and Onboarding	Upload beneficiary database, verify participant contacts, segment learners, and orient participants on IVR platform access.	2,500 MSEs registered and onboarded on the IVR platform
B. Content Adaptation and Production	Adapt Entrepreneurship Development training content into IVR-friendly scripts, produce audio lessons in Kinyarwanda, develop quizzes and SMS reminders, and obtain CARE approval.	14 approved IVR learning modules, 14 audio lessons, and approved SMS package.
C. IVR Training Delivery	Host training content on the IVR platform, deliver lessons through automated calls, enable learner call-back access, send reminders, and monitor participation.	IVR training delivered to 2,500 MSEs.
D. IVR Platform Requirements	Provide a platform with outbound IVR calls, inbound call-back functionality, SMS integration, learner tracking dashboard, completion analytics, downloadable reports, and real-time monitoring. Minimum service levels: platform availability of at least 99% per month; call completion rate of at least 90%; response to technical issues within 24 hours. Payment deductions will apply where service levels are not met.	Functional IVR platform with reporting and monitoring capabilities.
E. Monitoring and Learning Assessment	Conduct baseline assessment, administer module quizzes, track engagement and completion, submit monthly progress reports, and implement endline assessment.	Baseline report, four (4) monthly progress reports (Months 2–5), monitoring survey reports, and endline assessment report.
F. Reporting and Assignment Close Out	Compile implementation results, learning findings, challenges, recommendations, and final performance analysis.	Final assignment report submitted and approved.

Curriculum and Module Structure 

The 14 core modules will follow the Enterprise Development curriculum so that learners receive the same messages through IVR, in-person training and B2B mentorship. Indicative modules, to be finalized with CARE during content adaptation: 

• Module 1: Entrepreneurial mindset and business opportunities 
• Module 2: Business planning and goal setting 
• Module 3: Record keeping 
• Module 4: Costing, pricing and profitability 
• Module 5: Cash-flow management
• Module 6: Saving and reinvesting in the business 
• Module 7: Accessing and managing credit 
• Module 8: Marketing and customer care 
• Module 9: Digital marketing and digital payments 
• Module 10: Market linkages, aggregation and contracts 
• Module 11: Quality, post-harvest handling and value addition 
• Module 12: Hiring and managing workers in line with Dignified and Fulfilling Work standards 
• Module 13: Business risk management and climate resilience 
• Module 14: Formalization, taxes and growth planning 

A lesson is one IVR call of about 5–7 minutes; a module is complete when all its lessons have been played and its quiz answered. 

Responsibilities 

The selected firm will: 

• Lead content adaptation and digital production. 
• Manage the IVR platform. 
• Deliver all IVR and SMS communications. 
• Conduct surveys and analytics. 
• Provide technical support. 
• Submit timely reports. 
• Comply with Law No. 058/2021 of 13/10/2021 relating to the protection of personal data and privacy: obtain learners’ informed consent at registration, host learner data in Rwanda, use it only for this assignment, and return or delete all personal data at the end of each call off (with written confirmation to CARE). 

CARE will: 

• Provide entrepreneurship training materials. 
• Provide the participant database under a data-sharing agreement. 
• Review and approve training content. 
• Facilitate coordination with partners. 
• Monitor implementation and approve deliverables. 

Key performance indicators (first assignment) 

The Supplier will report against the following indicators and targets: (i) learners registered and onboarded: 2,500; (ii) learners completing at least 80% of the 14 modules: 85%; (iii) learners whose knowledge score improves between baseline and endline: 90%; (iv) learner satisfaction: 90%; all disaggregated by sex, age group and disability status. 

Payment schedule 

Payments for each call-off will be made against approved deliverables, as follows: 

Milestone	Deliverables	% of call-off value
1. Inception	Verified beneficiary database and approved content package (components A–B)	20%
2. Platform launch	Functional platform, test and pilot report, launch report (components C–D)	30%
3. Training delivery	Monthly progress reports and dashboard; paid pro rata to the number of learners reached and completing the core modules	30%
4. Close-out	Endline assessment report and final report approved (components E–F)	20%
Total	100%

Required Qualifications 

The service provider must demonstrate: 

• Key personnel (CVs required): a Team Leader with a graduate degree in a relevant field and experience managing digital learning projects; a Content/Instructional Design Specialist with entrepreneurship expertise and fluency in Kinyarwanda; an IVR Platform/Technical Lead; and an M&E/Data Analyst responsible for assessments, analytics and reporting. 
• Proven experience in delivering digital learning solutions, including Interactive Voice Response (IVR), mobile learning, e-learning, or technology-enabled training programs. 
• Demonstrated experience working with entrepreneurship development, business development services, financial literacy, youth livelihood, or enterprise development programs. 
• Ability to manage large beneficiary databases and automated messaging systems. Proven capacity to host and manage large-scale IVR learning platforms serving at least 2,500 learners. 
• Experience in content adaptation, audio production, voice recording, and localization of training materials into Kinyarwanda. 
• Proven experience in Rwanda implementing voice-based learning or digital communication campaigns. At least three (3) years of experience delivering IVR or digital learning programs. 
• Ability to provide IVR outbound calls, inbound call-back functionality, SMS integration, learner tracking, and real-time reporting. 
• Demonstrated experience in learner monitoring, knowledge assessments, data analytics, and performance reporting. 
• Strong project management, coordination, and stakeholder engagement skills. 
• Availability of qualified technical and training personnel throughout the assignment period.
• At least three references or completion certificates from similar assignments successfully implemented. 
• Strong written and spoken English and Kinyarwanda. 
• Ability to provide technical support, troubleshooting, and continuous platform maintenance during implementation. 
• Registered company with valid business registration, RRA tax clearance certificate, RSSB clearance certificate, and VAT registration certificate (where applicable). 

4.2. PROJECTTIMELINE 

Deliverables	Deliverable and Evidence	Timeframe
Finalize contract between CARE and Service Provider	Signed Contract	Week 1
Submission of existing SERVE MSE database to Service Provider	Beneficiary Database Received	Week 1
Registration, verification, and onboarding of 2,500 SERVE MSEs onto IVR platform	Verified Beneficiary Database and Registration Report	Weeks 1-3
Content adaptation, scripting, translation, recording, and approval of IVR modules and SMS messages	Approved Content Package and Audio Files	Weeks 2-6
Platform configuration, testing, and deployment, including a pilot with learners before launch	Functional IVR Platform and Test Report	Weeks 5-6
Launch of IVR entrepreneurship learning campaign	Launch Report	Week 7
Delivery of Entrepreneurship Development IVR modules and SMS reinforcement messages	Monthly Progress Reports and Analytics Dashboard	Months 2-5
Continuous learner engagement, reminders, quizzes, and feedback collection	Monthly Participation and Engagement Reports	Months 2-5
Monitoring surveys and learning assessments	Survey Reports	Months 3 and 5
Joint review meetings with CARE and SERVE team	Meeting Reports and Action Points	Monthly
Endline assessment and learner satisfaction survey	Endline Assessment Report	Month 6
Submission of final implementation report and analytics dashboard	Final Report and Lessons Learned Report	End of Month 6

All bidders are advised to strictly follow the timeline belowas noted. 

Any technical questions arising during the preparation of your response to this RFP should be submitted in writing via email to (RWA.Procurement@care.org ) no laterthan November 6,

Schedule of Activities/ To-do	Date of the Activity/Deadline of Submission	Responsible	Remarks
RFP Issued	[November 09,2026]	CARE
Bidders to notify CARE of intention to participate in bidding	[November 11,2026]	Supplier	For planning only; not a condition for submitting a proposal.
Deadline for submission of clarification questions to CARE	[November 13,2026]	Supplier	Deadlines mustbestrictly observed.
CARE to answer all clarifications	[November 16,2026]	CARE
Supplier’s Deadline of Submission of Proposal	[November 18,2026]	Supplier	Deadlines mustbestrictly observed.
Evaluation of Proposal	[From November 24 to December 07,2026]	CARE
Live IVR platform demonstration and/or verification (recommended bidder; pass/fail verification only, not scored)	[December 10, 2026]	Supplier
Finalists selected and Notification of award (FWA and first call-off)	[December 18,2026]	CARE	Upon notification, the contract negotiation with the winning bidder will begin immediately.

4.3. EVALUATION CRITERIA 

CARE will evaluate all proposals based on the following criteria. To ensure consideration for this Request for Proposal, proposals must be complete and address all of the following criteria: 

• A. Methodology and Learning Design:The proposed methodology, instructional design for low-literacy learners, work plan (including pilot and onboarding across the ten districts) and risk management must cover all scope components (A–F), KPIs and deliverables in section 4.2, and be presented clearly. 
• B. IVR Platform, Telecom Reach and Reliability: Bidders will be evaluated on the functions of their IVR platform (outbound calls, inbound call-back, SMS, learner tracking dashboard, analytics and real-time reporting) on basic feature phones; coverage across mobile networks and free access for learners (toll-free or reverse-billed); and reliability, service levels, technical support and maintenance. 

• C. Similar Experience: Bidders will be evaluated on completed similar assignments (IVR, mobile or other digital learning; entrepreneurship, financial literacy or livelihood content; voice-based campaigns in Rwanda), including hosting IVR learning at a scale of at least 2,500 learners and producing Kinyarwanda audio. The minimum of three references or completion certificates is checked pass/fail at Stage 1; their quality and further experience are scored here. 
• D. Key Personnel: Bidders will be evaluated on the qualifications, relevant experience and availability of the Team Leader, Content/Instructional Design Specialist, IVR Platform/Technical Lead and M&E/Data Analyst, based on CVs. 
• E. Data Protection, Inclusion and Safeguarding: Bidders will be evaluated on their data protection plan (Law No. 058/2021: consent, hosting in Rwanda, security, deletion); accessibility for low-literacy learners and learners with disabilities (e.g. SMS/text versions for learners with hearing impairments); gender- and youth-responsive delivery; and safeguarding, including respectful, stereotype-free content and voice talent. 
• F. Price (Value and Cost):Bidders will be evaluated on the total VAT-inclusive price of the first assignment, calculated from the unit rates in their price schedule. 

1.TechnicalProposal
A. Methodology and Learning Design	20%
B. IVR Platform, Telecom Reach and Reliability	15%
C. Similar Experience	15%
D. Key Personnel	10%
E. Data Protection, Inclusion and Safeguarding	10%
Subtotal	70%
2. FinancialProposal (Value and Cost)
F. Price (Value and Cost)	30%
Subtotal	30%
Total	100%

Stage 1 – Eligibility (pass/fail): only bidders who submit all documents listed under “Application Process”, item 1 (Company Eligibility and Registration), and who meet the minimum requirements in item 2 (Relevant Experience), will proceed.

Stage 2 – Technical evaluation: proposals are scored against criteria A–E using the scoring guide below. A minimum technical score of 49 out of 70 is required to proceed to the financial evaluation. 

Stage 3 – Financial evaluation: Financial scores will be calculated as: (lowest technically compliant price ÷ bidder’s price) × 30. The price used is the total VAT-inclusive price of the first

assignment (2,500 learners, 14 modules), calculated from the bidder’s unit rates. Arithmetic errors will be corrected by CARE. A bid is considered abnormally low where its price is more than 20% below CARE’s cost estimate for the first assignment. Such bidders must submit a cost breakdown, and a bid whose price cannot be justified may be rejected. Payment will follow the payment schedule in section 4.2 (Payment schedule), with the training delivery milestone paid pro rata to the number of learners reached and completing the core modules. 

Scoring guide 

Each member of the evaluation committee will score every sub-criterion independently using the rating scale below and will record a written justification for each score. Points for each sub-criterion = (rating ÷ 5) × maximum points. A bidder’s technical score is the average of all evaluators’ scores. All evaluators will sign a conflict-of-interest and confidentiality declaration before receiving the proposals. Scores and justifications will be filed with the evaluation report. 

Rating scale 

Rating	Descriptor
0 – Not addressed	Information missing or not relevant to the requirement.
1 – Poor	Major gaps; does not meet the requirement.
2 – Weak	Partly meets the requirement; significant weaknesses or little evidence.
3 – Adequate	Meets the requirement, with minor weaknesses.
4 – Good	Fully meets the requirement, supported by clear evidence.
5 – Excellent	Exceeds the requirement, with strong, verifiable evidence.

Scoring matrix

Criterion / sub-criterion	Max. points	Evidence evaluators look for
A. Methodology and Learning Design	20
A1. Understanding and approach to components A–F	6	Clear approach for each component, linked to the deliverables and KPIs in section 4.2.
A2. Content adaptation and instructional design	6	IVR-friendly scripts for low-literacy learners, Kinyarwanda audio, quizzes and SMS reinforcement for the 14 modules.
A3. Work plan	5	Realistic plan aligned to the timeline, including pilot, onboarding of 2,500 MSEs in ten districts and the delivery pace.
A4. Quality assurance and risk management	3	Content review and approval steps; key risks (low uptake, network issues, data loss) with mitigation.

Criterion / sub-criterion	Max. points	Evidence evaluators look for
B. IVR Platform, Telecom Reach and Reliability	15
B1. Platform functions	6	Outbound calls, inbound call-back, SMS, dashboard, analytics and real-time reports, working on basic feature phones.
B2. Network coverage and free access	5	Coverage of the main mobile networks; toll-free or reverse-billed calls and SMS for learners.
B3. Reliability and support	4	Service levels offered, technical support and maintenance arrangements, backup and continuity.
C. Similar Experience	15
C1. IVR or mobile learning at comparable scale	6	Completed assignments with at least 2,500 learners; results achieved.
C2. Rwanda and Kinyarwanda experience	5	Voice-based learning or campaigns in Rwanda; Kinyarwanda audio production.
C3. Relevant content and client feedback	4	Entrepreneurship, financial literacy or livelihood content; quality of references and completion certificates.
D. Key Personnel	10
D1. Team Leader	3	Graduate degree in a relevant field; experience managing digital learning projects.
D2. Content/Instructional Design Specialist	3	Entrepreneurship expertise; fluent Kinyarwanda; adult or low-literacy learning design.
D3. IVR Platform/Technical Lead	2	Experience configuring and running IVR platforms at scale.
D4. M&E/Data Analyst	2	Experience with assessments, disaggregated data analysis and reporting.
E. Data Protection, Inclusion and Safeguarding	10
E1. Data protection plan	4	Consent at registration, hosting in Rwanda, access control and security, deletion and confirmation at the end of each call-off.

Criterion / sub-criterion	Max. points	Evidence evaluators look for
E2. Inclusion and accessibility	4	Options for learners with disabilities (e.g. SMS/text versions), gender- and youth responsive delivery, disaggregated reporting.
E3. Safeguarding	2	PSEA commitment; respectful, stereotype-free content and voice talent.
Total technical score	70	Minimum 49/70 to proceed to Stage 3.

4.5.APPLICATION PROCESS 

The proposals should indicate the following: 

1. Company Eligibility and Registration 

• Company profile. 
• Copy of valid business registration certificate (RDB). 
• Copy of VAT registration certificate (where applicable). 
• Valid RRA Tax Clearance Certificate. 
• Valid RSSB Clearance Certificate. 
• Valid NCSA certificate of registration as a data controller and/or data processor. 
• Valid RURA license or authorization for the IVR/short-code service, or an agreement with a licensed mobile network operator. 

2. Relevant Experience – minimum requirements (pass/fail) 

• Evidence of at least three (3) years’ experience delivering IVR or digital learning programs, including proven experience in Rwanda implementing voice-based learning or digital communication campaigns. 
• Experience in digital learning solutions (IVR, mobile learning, e-learning or technology enabled training) and in entrepreneurship development, business development services, financial literacy, youth livelihood or enterprise development programs. 
• Evidence of hosting and managing large-scale IVR learning platforms serving at least 2,500 learners, and of managing large beneficiary databases and automated messaging systems. 
• Experience in content adaptation, audio production, voice recording and localization of training materials into Kinyarwanda. 
• Experience in learner monitoring, knowledge assessments, data analytics and performance reporting. 
• At least three (3) references or completion certificates from similar assignments successfully implemented, including client contact details.

3. Technical Proposal and Capacity 

• Technical offer with a clear timeframe and a description of the proposed methodology for each scope component (A–F) in section 4.2, detailing how the deliverables will be achieved, with a detailed work plan aligned to the timeline in Section 4.3. 
• Detailed CVs of the proposed key personnel, with roles clearly explained: Team Leader (graduate degree in a relevant field and experience managing digital learning projects); Content/Instructional Design Specialist (entrepreneurship expertise and fluency in Kinyarwanda); IVR Platform/Technical Lead; and M&E/Data Analyst. Confirmation of their availability throughout the assignment period. 
• Description of the IVR platform: outbound IVR calls, inbound call-back, SMS integration, learner tracking dashboard, completion analytics, downloadable reports and real-time monitoring, accessible on any mobile phone including basic feature phones. 
• Plan to make all IVR calls, call-backs and SMS free of charge for learners (toll-free or reverse billed), with airtime costs covered by the service provider. 
• Approach to adapting the 14 core modules into IVR lessons (about 5–7 minutes each), producing Kinyarwanda audio, quizzes and SMS reminders, and obtaining CARE approval. 
• Monitoring and learning assessment approach: baseline and endline knowledge assessments through IVR, module quizzes, monitoring surveys, and data disaggregated by sex, age group and disability status, including accessible options (e.g. SMS/text versions of lessons and quizzes) for learners with hearing impairments. 

• Data protection plan complying with Law No. 058/2021 of 13/10/2021: informed consent at registration, hosting of learner data in Rwanda, use only for this assignment, and return or deletion of all personal data at contract end with written confirmation to CARE. The Supplier will sign a data-processing agreement with CARE for each call-off. 
• Technical support, troubleshooting and continuous platform maintenance arrangements during implementation. 

4. Financial Offer and Capacity 

• Financial offer submitted as a separate PDF from the technical proposal, using a unit-rate price schedule that will apply to all call-offs: one-off platform setup and configuration; content adaptation and production per module (scripting, translation and voice recording); IVR delivery per learner per module (including airtime); SMS per message; each assessment round (baseline, monitoring, endline); monthly reporting; and any optional items. The total for the first assignment (2,500 learners, 14 modules) must be shown. Prices must be in RWF and VAT inclusive. 
• Confirmation of acceptance of the payment schedule in section 4.2 (Payment schedule). 
• Audited financial statements or other evidence of financial capacity for 2023, 2024 and 2025. 

5.Verification 

Reference checks, a live demonstration of the IVR platform, and verification of the company’s facilities and hosting arrangements will be conducted for the recommended bidder(s) prior to award (pass/fail); CARE may also verify other bidders where needed.

Interested bidders are requested to submit their offer not later than November 23, 2026, at 17:00 Kigali time to the following e-mail address: rwa.procurement@care.org  with Subject Line “RFP 25/2026 FWA – Enterprise Development Training by IVR-Based Learning”. 

Applicants are responsible for ensuring that their proposals and budgets are received by the CARE Procurement team following the instructions, terms and conditions described in this RFP (section 4.2 serves as the Terms of Reference). Failure to adhere to these instructions may lead to disqualification of an offer from consideration. 

Kigali, November 09, 2026 

Procurement Unit