Request for Expression of Interest for the Development of a Complaints Resolution Software at Pension Transitional Arrangement Department (PTAD)
PTAD
Pension Transitional Arrangement Department
22 Katsina Ala, Off Yedseram, Off IBB Way, Maitama, Abuja
Request for Expression of Interest for the Development of a Complaints Resolution Software
Background
Pension Transitional Arrangement Department (PTAD) was established in August 2013 in compliance with the Pension Reform Act (PRA) of 2004 which stipulates the establishment of an independent pension department for the Public Service of the Federation, to oversee the management of pensions under the Defined Benefit Scheme for pensioners not transiting to the defined contributory scheme.
The Act provided for PTAD to consolidate the following pension departments;
- The Civil Service Pension Department
- The Police Pension Department
- The Customs, immigration and Prisons Pension Department
- The Pension Departments/Boards of Trustees of aft federally funded Parastatals
In line with PRA 2004. the PTAD is mandated to make its pensions budgetary estimates, receive budgetary allocations directly from the Federal Government, and make direct payments to its pensioners as and when due,
PTAD is currently experiencing an Influx of complaints from pensioners and in order to address this we plan to computerise the complaints resolution process. We are therefore desirous of engaging the services of a software development firm to design a complaint resolution software which will have the following key features.
- Pension complaint registration end management
- Complaint monitoring and resolution management
- Root cause analysis for complaints
- Analytical reports on complaint resolution
Scope of Work
The complaints resolution software project will automate and hasten the complaint resolution process, support efficient complaint management and provide vital information to management. The software will integrate with PTAD’s consolidated pensioners’ database, interested software developers will be expected to provide the following services:
- Software development
- System analysis and design through collaboration with Internal technical and/or domain
- Integration with the consolidated pensioners’ database (Microsoft SQL Server)
- Software implementation
- Coordination and participation of PTAD’s change management process
- Provision of a scalable hosting environment and ongoing operations
- Training of PTAD’s domain experts to use the software
- Ongoing software maintenance and enhancements
- Initial documentation of the software solution with updates for every release
- Provision of a user-friendly Interface for the complaint resolution software.
- The user interface should support Firefox and Google Chrome.
Submission of expression of interest
Interested consultants should express their interest by providing detailed company profile indicating the following:
- Certified true copy of certificate of incorporation
- Certified true copy of MEMART (Memorandum & Article of Association).
- Tax Clearance Certificate for the last three years.
- Certificate of Compliance issued by the National Pension Commission as evidence of fulfilling; the employer’s obligation to employees with respect to deduction and remittance of pensions.
- Evidence of payment of training contributions to industrial Training Fund (ITF).
- Evidence of Registration with Financial Reporting Council of Nigeria (FRC).
- Evidence of Value Added Tax (VAT) registration and remittance of VAT, Withholding tax (WHT) and Pay As You Earn (PAYE).
- Company Audited Annual Report for the last three years.
- Full detail of management team with CV of key personnel and professional staff proposed to be deployed for relevant project as appropriate, (please indicate where available, evidence of membership of professional bodies)
- Summary list (with short description) supported with verifiable documentary evidence of similar and other jobs successfully executed within the last three years
Method of Submission
Interested consultants shall submit one original and four copies of the expression of interest marked “EOI for Development of Pensioner Complaint Resolution Software” at the top right corner of a sealed envelope and should be addressed and returned to the address stated below not later than 11th June, 2014 at 5pm.
Head of Procurement
Pension Transitional Arrangement Derailment (PTAD)
22 Katsina Ala, off Yedseram St, off IBB Way
Maitama, Abuja
Note:
This is not an invitation to bid, as only shortlisted firms shall be invited to collect bidding documents and submit proposals.
Signed
Management
