KENTRADE Tenders for Customer Relationship Management System and Baseline Survey on the Kentrade’s Service Delivery Systems-Job Vacancy April 2014
Kenya Trade Network Agency (KENTRADE)
Request for Proposals / Open National Tender
The Kenya Trade Network Agency (KENTRADE) has received financing from the Investment Climate Facility for Africa (ICF) towards the implementation of the National Electronic Single Window System (also known as Kenya Tradenet) and it intends to apply part of the proceeds for the following areas.
1. Supply and Installation of a Customer Relationship Management System
Tender Number KTNA/ICF/ONT/09/2013-2014
Kentrade would like to invite interested bidders for the Supply and installation of a Customer Relationship Management System to be installed at its Contact Centre.
The System shall have modules relating to customer service, marketing, sales, billing and analytics/reports.
The system will interphase with Avaya Contact Center Solution, an ERP Solution, the National Electronic Single Window Sytem (Kenya Tradenet) which is hosted on an Oracle Platform and Kentrade Corporate Emails.
The System shall also offer a multichannel customer communication system to include email, telephony, SMS, chat and social media.
2. Baseline Survey on the Kentrade’s Service Delivery Systems – Consultancy Services
Tender Number KTNA/ICF/RFP/010/2013-2014
In pursuit of improving service delivery to its stakeholders and to be responsive to their needs, Kentrade seeks to engage a consultant who will be expected to lead in conducting a baseline survey process to determine the extent to which Service Delivery Systems are aligned to the stakeholder needs and requirements and provides the basis for subsequent assessment of how efficiently Kenya TradeNet is being implemented and the eventual results achieved.
The survey will assist Kentrade to: determine if Kentrade is listening and communicating to its stakeholders; about their satisfaction levels; needs and interests of key stakeholders; and to develop strategies for improvement.
The survey will take multipronged direction where the consultant will be investigating Kentrade as an organization and its service offering, Kenya TradeNet also known as Kenya National Electronic Single Window System.
Interested applicants may obtain further information and collect RFP/Tender documents from the KENTRADE Procurement Office on First Floor, Embankment Plaza, Longonot Road, Upper Hill during working hours, between 0830-0430 hours from Monday to Friday.
Details of the Tenders are available on our website www.kentrade.go.ke under the “Tenders” link http://www.kentrade.go.ke/index.php/procurement/tenders
Project Procurement Specialist
For: Project Director
www.kentrade.go.ke