Invitation for Expressions of Interest
_______________
January 24, 2003
Dear Sir/Madam,
Regarding: Armenia IDA Japanese Grant for the Preparation of the Fifth Structural Adjustment TF 050512
Justification for CRM (Client Relationship Management System) Software Development and Customization
For the Armenian Development Agency (ADA)
a. CI Corporation;
b. Oakhurst System, Inc.;
c. Innovative Solutions, Inc.;
d. Market Technology Associates;
e. MTBW Services, Inc.;
f. Zip City Solutions, Inc.
and to the following CRM, and Goldmine consultants:
a. Savtec Computer Technology Ltd;
b. Stuart Dyson Associates Ltd.;
c. Eureka Systems BV
Mr. Robert Harutyunyan
Executive Director
Foreign Financing Projects Management Center
Ministry of Finance and Economy
Government House 1, Republic Square,
Yerevan, Republic of Armenia
Telephone: (3741) 523 470
Fax: (3741) 545 700
E-mail: rharut@mfe.am
Yours faithfully
Robert Harutyunyan
Executive Director,
Foreign Financing Projects Management Center
Appendix A
Terms of Reference for International Consultant
Justification for CRM (Client Relationship Management System) Software Development and Customization
For the Armenian Development Agency (ADA)
Background:
The objectives of Armenias Fifth Structural Adjustment Credit (SAC5) are to support Governments reform program to consolidate macroeconomic stability, accelerate private sector development, and sustain reform process in social protection and education. SAC5 has three major components: (1) accelerating private sector development, (2) strengthening regulatory framework in infrastructures, and (3) sustaining social protection and education reforms. The components of SAC5 are closely associated with reform program initiated under the Fourth Structural Adjustment Credit (SAC4). Since Armenia gained independence, the Government successfully carried out several major structural reforms, including liberalizing prices and trade regime and establishing banking and financial infrastructures. In addition, the Government improved private sector environment through strengthening consultative mechanisms between public and private sectors, and eliminating many of the administrative barriers on investments. SAC5 will support additional measures to build the investment climate conducive for private sector initiatives.
Objective
The Governments reform program considers further private sector development vital for sustaining growth, job creation and investment and export promotion. This is one of the key elements for private sector promotion strategy and is supported under SAC5.
In this regard the Government of Armenia has also initiated building of the capacity of the Armenian Development Agency (ADA) program to stimulate Armenias exports and foreign direct investment levels. The program is targeted towards strengthening the ADA, which is responsible for foreign investment promotion and facilitation and export development and seeks to make the ADA effective both in terms of reacting to investor enquiries and in terms of proactively seeking out new potential investors and export opportunities for Armenia. It is therefore anticipated that the volume of ADAs business contacts will increase quite dramatically. As a consequence, the effective management, tracking and sharing of contacts among the various departments in the agency becomes of utmost importance.
The Scope of Work
Todays most successful economic development agencies all use so-called Client Relations Management (CRM) systems to manage and track the huge number of their business contacts. A CRM system, customized to suit investment and export promotion activities, is essential to enhance communication and information sharing among the departments in the agency, strengthens management oversight, facilitates reporting, and allows staff to efficiently schedule meetings and other activities. The CRM system enhances the agencys overall targeting efforts by facilitating outreach to potential investors and exporters and shortening response time to received enquiries.
Technical Specifications for CRM system:
Software must be the solution that is most cost effective, most sustainable and richest in functionality and offer excellent value for money. Long term support and product upgrades must be ensured.
In April 2002, ADA needs a CRM system evaluated and the following requirements collected:
Consulting Services for Software Development and Customization
Based on these requirements, Consulting services are needed to implement a client relationship management system in ADA as follows:
The consultant will develop new or upgrade already available off-the-shelf software, customize it to suit the ADAs specific needs of an investment and export promotion agency and train users and administrators on the use of the software.
Qualifications
Consultant will be experienced in development and customization of CRM systems, have a track record in delivering similar assignments, have excellent skills and experience in analyzing various technical solutions to find off-the-shelf software with additional customization to be the solution that is most cost effective, most sustainable and richest in functionality.
Assignment Duration and Payment.
The consultant will report and work closely with Mr. Vahagn Movsisyan, Director of Armenian Development Agency and with Mr. Karen Grigoryan, Economist of the World Banks Yerevan Office. The assignment will be implemented within the period between February 2003 and March 2003.
Appendix B
Firms References
Relevant Services Carried Out in the Last Five Years
That Best Illustrate Qualifications
Using the format below, provide information on each assignment for which your firm/entity, either individually as a corporate entity or as one of the major companies within an association, was legally contracted.
Assignment Name: Justification for CRM |
Country: Armenia |
|
Location within Country: Yerevan |
Professional Staff Provided by Your Firm/Entity(profiles): |
|
Name of Client: Ministry of Finance and Economy |
No of Staff: 25 |
|
Address: Foreign |
No of Staff-Days; Duration of Assignment: | |
Start Date (Day/Month/Year):
|
Completion Date (Day/Month/Year): | Approx. Value of Services (in Current US$): |
Name of Associated Consultants, If Any:
|
No of Days of Professional Staff Provided by Associated Consultants: | |
Name of Senior Staff (Project Director/Coordinator, Team
Leader) Involved and Functions Performed:
|
||
Narrative Description of the Project:
|
||
Description of Actual Services Provided by Your Staff:
|
||
Event Participation (delegates, companies and location), key
speakers (if any):
|
||
Comments:
|
Firms Name:
Appendix C
Format of Curriculum Vitae (CV) for Proposed Professional Staff
Proposed Position:
Name of Firm:
Name of Staff:
Profession:
Date of Birth:
Years with Firm/Entity: Nationality:
Membership in Business Associations:
Detailed Tasks Assigned:
Key Qualifications:
[Give an outline of staff members experience and training most pertinent to tasks on assignment. Describe degree of responsibility held by staff member on relevant previous assignments and give dates and locations. Use about half a page.]
Education:
[Summarize college/university and other specialized education of staff member, giving names of schools, dates attended, and degrees obtained. Use about one quarter of a page.]
Employment Record:
[Starting with present position, list in reverse order every employment held. List all positions held by staff member since graduation, giving dates, names of employing organizations, titles of positions held, and locations of assignments. For experience in last ten years, also give types of activities performed and client references, where appropriate. Use about two pages.]
Languages:
[For each language indicate proficiency: excellent, good, fair, or poor in speaking, reading, and writing.]
Certification:
I, the undersigned, certify that to the best of my knowledge and belief, these data correctly describe my qualifications, my experience, and me.
Date: February 10, 2002
[Signature of staff member and authorized representative of the firm] Day/Month/Year
Full name of staff member:
Full name of authorized representative: ___________________________