Electronic Cash Transfers Platform

Attachment A. Statement of Work

Name of Project: Electronic Cash Transfers platform Location: Mercy Corps Abuja Nigeria

Tender №: 008/FY2018

Recipient of Services: Mercy Corps Nigeria Fund Codes: 91217; 33046; 32870; 32518

1. Summary of Services Requested Mercy Corps Nigeria (MCN) is seeking to procure a new web-based platform to support electronic vouchers management and to develop basic information management systems for its cash-based interventions and beneficiaries.

1.1 Start / End DatesThe duration of the services will be twelve (12) months from the signature date of a Framework Agreement, unless the Agreement expires or is terminated according to its terms in advance of such time. The agreement may be extended upon the delivery of satisfactory services.

1.2 Geographic SpreadAll of Nigeria (including insecure areas in the Northeast) - specified in Section 1: Program Summary.

1.3 DeliverablesDevelop a customizable web-based platform that manages electronic vouchers for cash-assistance beneficiaries

Support the production and management of restricted and unrestricted electronic-vouchers Allow MCN staff to manage disbursements from the platform (for initial distributions and top-

ups of e-vouchers) Support cash-out functions of e-vouchers for the redemption of physical cash by beneficiaries

(the bidders are invited to propose methods for cash-out e.g. through Mobile Money Operators or financial institution cash agents)

Carry out necessary software developments (e.g. integration with mobile data collection platforms such as ONA.io or CommCareHQ)

Allow for easy set-up and adaption of merchant-facing applications (on Android point-of-sale terminals)

Support the reliance on a biometric recognition system (fingerprints-based) for beneficiary registration and authentication at voucher redemption

Ability to develop customizable dashboards for beneficiary profiling and information management

Track beneficiary voucher redemption with precision and in near-real time (displaying key transaction details as defined by MCN - including beneficiary IDs, item name, quantity, price, time etc.)

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Electronic Cash Transfers Platform Ability to generate a variety of customizable reports in any format requested by MCN (Excel

or other) Required hardware (e.g. Android devices, Bluetooth receipt printers) may be delivered by the

Platform Service Provider or procured by MCN - local procurement will be prioritized above all.

The service provider will be required to make all necessary developments for the system’s software to be compatible with the hardware that was already procured by MCN (Smart cards printer: Zebra ZXP series 3; Bluetooth printer: TSC, ALPHA-3RB; Vendor Terminals: Android generation 4.4.4)

NB: It is not required for one sole service provider to be able to accommodate all of Mercy Corps Nigeria’s needs. Thus, primary bidders may partner, employ or subcontract to third-parties (at their own expense) in order to produce a multi-component system with complementary hardware / software components and expertises.

For instance, an information management system (IMS) provider may propose to subcontract a biometric company and/or financial service provider (i.e. MFI, cash-out agent, mobile operator) for the delivery of the services required by MCN.

Multiple service providers may thus partner and bid on one proposal. In such cases, a master scope-of-work spelling out the conditions of the coordination among the different service providers shall be agreed on with Mercy Corps Nigeria before a Framework Agreement may be agreed on.

Note that some technologies and technology partners may already be in use by Mercy Corps so once you have identified secondary providers or components to a comprehensive solution, it is recommended to confirm which (if any) are already working directly with MCN.

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Electronic Cash Transfers PlatformTABLE OF CONTENTS

1. Summary of Services Requested

1.1 Start / End Dates

1.2 Geographic Spread

1.3 Deliverables

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I. PROGRAM SUMMARY

II. SYSTEM REQUIREMENTS

A. BASIC INFORMATION MANAGEMENT

1. Beneficiary Data Dashboard (required):

2. Data Security, Access, Ownership

3. System Needs

3.1 Beneficiary Registration / Enrolment

3.2 Beneficiary Unique Identification

4. Program Activities Dashboard (desirable):

B. VOUCHER MANAGEMENT

1. Voucher Workflow

2. Component Needs

2.1 Paper vouchers

2.2 Electronic vouchers (i.e Smartcards)

2.3 Biometric - Fingerprints-based (required)

2.4 Receipt Print-out function

2.5 Bulk E-Voucher Management (web-based)

2.6 Reporting (web-based)

2.7 Post-distribution Market Monitoring Dashboard:

C. MERCHANT MANAGEMENT

1. Merchant registration

2. Merchant terminals (Android)

D. TECHNICAL SUPPORT AND MAINTENANCE

1. Pre-deployment

1.1 Kick off and capacity building ToTs (in-country)

2. Post-deployment

2.1 Ongoing support and maintenance (remote)

3. ELIGIBILITY & REQUIREMENTS FOR PROPOSAL SUBMISSIONS

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Electronic Cash Transfers Platform1. Technology

2. Agent network

3. KYC

4. Registration

5. Data collection and Management

6. Customer Service

7. Previous Experience

8. Team composition

9. Insurance

10. Reporting Requirements and Schedule

11. Risk Management

12. Expected Platform Roll-out Timeframe and Sequencing

13. Project Budget

14. Contracting Terms

15. Submissions

16. Enquiries/clarifications

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Electronic Cash Transfers Platform

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Electronic Cash Transfers PlatformI. PROGRAM SUMMARYMercy Corps is a leading global organization powered by the belief that a better world is possible.In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutionsinto action — helping people triumph over adversity and build stronger communities from within.Now, and for the future.

Mercy Corps started operating in Nigeria in 2012, and its programs have grown to tackle the delivery of humanitarian emergency assistance, the empowerment of adolescent girls, economic development and conflict mitigation.

Humanitarian Programs: With the insurgency spilling over and causing the displacement of millions of individuals, Mercy Corps has gradually been addressing the rising humanitarian needs of Internally Displaced People and vulnerable host community members in the north-east of Nigeria, since July 2014. MCN’s humanitarian programming aims to address the immediate needs of the most vulnerable through food assistance, non-food items distribution, protection activities, WASH, nutrition and shelter.

Development Programs: MCN has also been intervening since 2012 to foster its beneficiaries’ longer-term capacities and resiliency by providing access to safe spaces, informal education, life-skills trainings, income-generating activities and livelihood grants.

● CTP Types: Both Humanitarian and Development programs involve the provision of cash-based assistances under different forms:

- Livelihood Grants (Unconditional and Conditional Cash Transfers); - Cash for Work (CCT); - Restricted commodity-based vouchers (food and NFIs);- Unrestricted value-based vouchers (value vouchers)

● Direct Cash Assistance Beneficiaries: - Estimate number of Cash-Assistance direct recipients (i.e. single individuals or heads of

households): approximately 47,900 (Annex I). This number is an estimate based on Mercy Corps’ current workflow and can in no case be considered a firm commitment.

- Beneficiaries include: Vulnerable Internally Displaced Persons (IDPs); Host-community members; Under 18 years old youth

● Donors: Mercy Corps Nigeria’s main donors are the European Union (The European Commission; European Humanitarian Aid and Civil Protection); USAID (Office for Foreign Disaster Assistance; Food For Peace); Global Affairs Canada; World Food Program.

● As MCN’s programs expand, the list of donors is subject to change.● MCN is also a sub-grantee to a project in partnership with Catholic Relief Services - CRS should

thus approve of MCN changes in methods of grants disbursement - noting however this sub grant will come to an end in February 2018, and therefore not affect MCN’s choice of service provider.

NB: As per donor regulations, MCN will be required to provide certain certifications and provisions from the service provider - the latter will be specified in contractual terms. The successful bidder will be

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Electronic Cash Transfers Platformrequired to review the following programme documentation: Grant Recipient Handbook; Evaluation Guidance; Logframe and workplan guidance.

● Location: All of Nigeria. Cash-based programming is concentrated in the Northeast of Nigeria. However, cash assistance activities may be implemented in any other location in Nigeria, including: Borno State: Maiduguri Metropolitan Council, Biu, Hawul, Kwaya Kusar, Damboa, Ngala, Dikwa, Jere LGAsFederal Capital Territory State: Abuja Municipal Area Council and Bwari LGAsGombe State: Funakaye, Nafada, Kwami, Akko, Nafada, Kwami, Billiri, and Balanga LGAsKaduna State: Chikun, Jaba, Kaura, Markarfi, Sabon Gari, and Zaria LGAsKano State: Fagge, Kumbotso, Taruani, Dala, and Ungogo LGAsKebbi State:Birnin-Kebbi and Danko-Wasagu LGAsLagos State: Alimosho, Epe, Kosofe, Ojo, and Shomolu-Bariga LGAsSokoto State: Kebbe, Tangaza, Rapah, and Denge-Shuni LGAs

NB: This list is not exhaustive and is subject to change as per MCN programmatic needs and security situation.

● Start and end date of projects: While most of the projects have already started, while others will be launched by the end of 2017. We expect the new platform to be fully rolled out by January 31st, 2018, effectively serving the implementation of CTP projects.

● Partners involvedWhile MC is the sole implementer of the majority of its program activities in Nigeria, MCN currently partners with other organizations for the implementation of the following programs:

Feed The Future: The Catholic Caritas Foundation of Nigeria; the Federation of Muslim Women Association of Nigeria; Catholic Relief Services; Life Helpers Initiative; Change Initiative in Sokoto and Justice Development and Peace Commission.

Engine 2 : Society for Women Development and Empowerment of Nigeria in Kano state; Action Health Incorporated in Lagos state; Kindling Hope Across Nations in Kaduna state; and Tabitha Cumi Foundation in the Federal Capital Territory state.

Although MCN is taking the lead in directing the above programs - partners supporting with in-field implementation only - the Catholic Relief Services would need to approve of substantial changes (e.g. change in method of grants delivery method). MCN will however no longer be a subgrantee of CRS beyond February 2018.

● Implementation environment Financial institutions: Presence is strong in urban settings but scarce in rural local government areas in which MCN operates in the Northeast in particular.

Network connectivity: 3 mobile network providers work on varying levels in different program locations: 2 are strong enough for internet access and signal strength varies day to day. Continuous coverage can however not be guaranteed at the time of voucher redemption. For those reasons, we seek solutions that do not rely on continuous mobile network connectivity.

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Electronic Cash Transfers PlatformElectricity: In the Northeast, outages are frequent - We seek solutions that are not reliant on a constant electricity supply and are cost efficient (for Mercy Corps, vendors and participants).Literacy levels: 51% literacy rate in Nigeria - particularly low in IDP populations and in the Northeast. Enumerator, partners and vendors can be easily trained on technology material and mobile technology usage; some are already familiar with it from the previous platform.

● Special Requirements● MCN will require a high level of flexibility from the service provider in order to respond to its

growing and changing programmatic needs and to donors’ evolving requirements in relation to cash transfer programming startup, scale up, and/or geographic expansion.

● As part of this process, MCN and the service provider would have regular exchanges to review and accept individual features (e.g. biometric hardware integration; beneficiary dashboards, reporting).

● Given the level of vulnerability of MCN beneficiaries (Internally Displaced Persons, victims of conflict, under 18 years old youth) and the sensitivity of data collected (i.e. biometrics, name, location) involved, the service provider will be required to prove a strong commitment to data-protection in line with MCN’s standards and Nigerian and international data protection laws.

Existing Program Information SourcesAs program activities beyond December 2017 are yet to be fully defined (subject to modifications as per funding, security risks, and donor requirements), MCN cannot provide bidders with a definite scale of transactions the service provider would be required to manage as of 2018. Bidders may refer to Annex I for an overview of MCN’s current cash interventions in order to estimate the scale and frequency of projected transactions/activities for 2018 - notwithstanding these estimates can in no case be considered a firm commitment from Mercy Corps.

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Electronic Cash Transfers PlatformII. SYSTEM REQUIREMENTS

A. BASIC INFORMATION MANAGEMENT Language of the interface: English Comprehensive, web-based backend IMS able to easily integrate with key third party Open

Data Kit (ODK) mobile data collection tools, such as CommCareHQ or Ona.io Ability for Mercy Corps staff to make changes to mobile data collection forms without need

to make major adjustments reliant on provider - platform should ideally allow trained Mercy Corps staff to re-map mobile form fields to the platform themselves

Ability to accept bulk uploads (e.g. CSV) containing participant information (identification details; vulnerability level etc), in order to facilitate easy data migration and bulk registration / removal of individual program participants and merchants throughout the program cycle

Platform should be able to temporarily store data locally so users can continue work when connectivity is lost (similar to Google Docs Offline or Enketo)

All captured data is stored on secure cloud-based servers with enterprise-level backup and recovery capabilities. Data is synched in a timely manner and, in conjunction with mobile data collection, supports near-real time data review

The IMS, in conjunction with relevant mobile data platforms and hardware, is able to manage beneficiary information, photographs and biometric details (individual recipient and recipient proxy when applicable), in a secure and safe manner.

Role-based beneficiary management system interface where an unlimited number of registered MC personnel are provided with credentials for access to the platform, and such credentials shall not be transferred or shared in any manner.

Tiered access authority that allows varying levels of access per programme and per individual. Staff members granted access will be assigned a user ID, password and access level based on their approval authority. The system should track and capture Mercy Corps user profile information (e.g. user ID) for all system interactions.

Access to activity logs, where all actions made through system are recorded to show which Mercy Corps user completed actions within the system (including both file uploading and direct interaction with the system to upload and edit specific records) so that potentially fraudulent activities may be identified

The platform should be highly user-friendly allowing non-technical users with the appropriate access/approval rights to manually:

(i) Add, edit, suspend, and close-out beneficiaries from a project cycle(ii) Create categories and groups of beneficiaries (according to MCN criteria) and allow

for sending top-up transactions to batches of beneficiaries (iii) Customize and automate reports to focus on relevant information for their role

Ability to produce or fuel highly customizable beneficiaries and merchant dashboards with Key Performance Indicators as determined by MCN

1. Beneficiary Data Dashboard (required): The platform should be able to store, manage, and visualize comprehensive beneficiary data The dashboard should be customizable, displaying key beneficiary information and allow users

to identify and regroup beneficiaries with filters, as per MCN needs. The end goal is to allow field staff to more readily visualize beneficiary data and manage bulk disbursements.

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Electronic Cash Transfers Platform○ Filters: The MCN user should be able to manage beneficiary information through the

use of single or multiple filters (e.g. by location; by activity; by gender; by age group etc.)Notably, the dashboard should be able to display the number of vouchers redeemed or the total amount of money redeemed by beneficiaries within an adjustable period (e.g. using date filters) .

○ Beneficiary Profile: Clicking on beneficiaries’ user names or unique IDs should allow users to access beneficiary profile tabs containing pictures of cardholders/proxies; and key information concerning the cardholder, his proxy (where one is designated) and his household members. Information may include: name, age, gender, vulnerability condition, status, transaction details, program participation details etc. as defined by MCN

2. Data Security, Access, Ownership MC personnel may solely access and use the facility for MC’s internal business purposes.

Notwithstanding the foregoing, the Service Provider’s personnel shall be provided access to the platform on an as-needed basis.

All data entered in the system must remain the property of Mercy Corps. The system is able to secure sensitive data against both malicious attacks and accidental

exposure.

3. System Needs3.1 Beneficiary Registration / Enrolment

Beneficiary targeting, selection, and registration will be handled by Mercy Corps Staff with MC-designed generic forms and its pre-existing data collection tools (MCN currently uses Ona, but will likely transition to CommCare).

Mobile data collection will be ODK-based, where beneficiary data collection forms should be directly integrated into IMS (Generation of Android terminals currently used by MCN for data collection: Android 4.2.2)

Web-based data management: the platform should also allow for an easy upload and integration of beneficiary data collected from the registration forms through Excel sheets; while this is not the norm, it is always the contingency method for data collection

Once uploaded onto the platform, beneficiaries progressing through MC-defined steps (i.e., validation, approval, disbursement) are subject to pre-defined eligibility criteria

In instances where cautionary flags are raised by a user or the system based on eligibility criteria (e.g. beneficiary with incomplete data), beneficiaries require manual review and verification from appropriate staff

3.2 Beneficiary Unique Identification Designed according to MCN requirements, smartcards are used as e-vouchers and may also

serve as identity cards for cash assistance program participants. Smart cards are encoded with beneficiary personal and biometric details displaying

beneficiary photograph, unique MC ID, and personal information (e.g. name, LGA, age) Smart cards may be used as a means of tracking beneficiary attendance at conditional cash

program activities (e.g. Cash for Work). As such, the cards should ideally be compatible and

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Electronic Cash Transfers Platformable to communicate with both ODK-based mobile data collection platforms (e.g. CommCare) and hardware / software specific to e-vouchers (e.g. NFC, chip-based).

4. Program Activities Dashboard (desirable): Ideally, the platform should contain a dashboard for easy monitoring of program activities,

such as:○ Cash for Work: Key information on work site progression, beneficiary participation

etc.○ Livelihoods projects: Key information on beneficiary attendance and grades etc.

B. VOUCHER MANAGEMENT1. Voucher Workflow

Step 1: Service provider is able to import beneficiary data from mobile data collection tool/platform (preferred); or MCN sends detailed beneficiary list to e-voucher service provider in Excel sheets. Step 2: MCN is able to initiate disbursements to load funds onto vouchers for initial distributions and top-ups of registered beneficiaries in batches, per beneficiary groups (with the use of filters on the platform by MCN) or per individuals (e.g. for trouble shooting). MCN user is able to automatically identify success/failures of transfers and detect their cause. System should enable a user-segmented authentication process for disbursing credit to

program participants, including a role for both the preparer and approver.

An example of desired division of responsibilities and access is provided below:○ Preparer: enters/uploads program participant, merchant and voucher data; reviews

beneficiary and merchant data○ Approver: enters/uploads Mercy Corps user profiles (viewers, preparers, additional

approvers); reviews merchant, voucher, and disbursement data○ Viewer: no enter/upload or reviewer permissions, but can view system data and

generate reports.

Step 3: Prior to voucher distribution to beneficiaries, all vendors are provided with their POS terminals for e-voucher redemptions and bluetooth printers for receipts issuance at the time of voucher redemption to issue printed or manually filled receipts to beneficiaries and vendors.

Step 4: Vouchers are distributed by MCN staff to beneficiaries; beneficiaries are informed of how/when/where they may redeem their vouchers.

Step 5: Beneficiaries redeem their restricted vouchers at MCN-designated merchants or unrestricted value vouchers at cash agents (e.g. bank institution or mobile money operator, depending on the cash-out modality offered by the bidder). The vendor issues a receipt to the beneficiary recording all items purchased including the price per item. The beneficiary confirms this transaction by signing or fingerprinting the receipt.

Step 6: E-voucher service provider sends invoice to MCN for cards production, transfer fees and other costs as applicable.

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Electronic Cash Transfers PlatformStep 7: MCN merchants visit MC Finance with their printed or manually filled receipts and transaction reports for voucher reconciliation.

2. Component NeedsII.1 Paper vouchers

MCN will design vouchers - local production/printing will be favored. Can be used for all unconditional and conditional cash program activities Key security features may include: counterfoil material; Anti-copy patterns; a 1D or 2D

Barcode; a Serial number.NB: Electronic vouchers and local production of paper vouchers will generally be preferred. However the service provider must be ready to support a paper-voucher distribution if need be.

II.2 Electronic vouchers (i.e Smartcards) E-vouchers are encoded with beneficiary details, according to MCN design criteria- NFC

preferred E-vouchers will be able to display both cardholder and proxy/alternate* details (whenever a

beneficiary designates one) Smart cards may be produced locally in MCN offices using smart card printers. MCN must be

able to print the smart cards using its own smart card printer (Zebra ZXP series 3). E-voucher smartcards can communicate with Android terminals in limited connectivity

environments through near-field communication (NFC) and/or barcode scanning Electronic vouchers may be restricted (i.e. commodity vouchers) or unrestricted (i.e. value

vouchers) Restricted vouchers: may be redeemed from designated MCN vendors Unrestricted value vouchers: may be redeemed from designated MCN vendors or cashed-out

according to the modality proposed by the bidder. Cash-out value vouchers: The bidding provider is invited to propose methods for cash-out

for the distribution of physical cash to beneficiaries. Individual vouchers may support the implementation of multiple programmes through

distinct electronic wallets (per activity/ programme) Allows MC to set a maximum value to be stored per e-voucher, with expiration dates and/or

ability to rollover credit Beneficiaries have the ability to redeem total or partial values from card Cards and terminals can prevent transactions beyond allocated values - in offline mode Safe and secure transactions cannot be duplicated Voucher balance is stored in an encrypted fashion, preventing merchants or recipients from

improperly adjusting the balance Unsuccessful/Successful status of transactions should be displayed on merchant terminals and

on transaction receipts - also notifying participants about remaining account balances All transaction details are automatically stored onto the platform backend system At time of redemption, participants should have access to the following transaction details:

○ Itemized purchase history○ Account balance (remaining voucher value)

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Electronic Cash Transfers PlatformII.3 Biometric - Fingerprints-based (required)Although cardholders will have their personal details (name and photograph) displayed on their e-voucher cards, merchants will be provided with a biometric solution/fingerprint scanner to authenticate beneficiaries at the point of voucher redemption.

It is assumed biometric hardware may not be provided by an e-voucher service provider (noting local procurement by MCN will always be preferred); the e-voucher provider will, however, carry out any software development required to integrate these technologies-with understanding that ODK-based mobile data collection is also inherent to any system sought. Advanced visualization of biometric data is not required, but all data must neatly translate or associate biometric data to a generated unique ID. The bidder must present the hardware required for the biometric

The system should support a biometric solution at various stages: Registration: MCN staff to carry out beneficiary registration. The system should allow MCN to

upload encrypted biometric data onto platform, to be linked to both e-voucher smartcards and beneficiary profiles / IMS.

o De-duplication: after fingerprint is acquired it is matched against existing local entries. If a match is found, the correct unique ID is shown and additional registration details can be added to profile. If a match is not found a new unique ID is created.

Redemption: merchants have ability to scan fingerprint, verify identity of beneficiary, and allow merchant to proceed with purchase

o Ideally - the merchant user experience will be contained within a single app, even if multiple apps are used to support fingerprint scanning and purchasing.

II.4 Receipt Print-out function To support MCN Finance department’s merchant payment process, merchants using the e-voucher system should be able to command, through the Payment App, the issuance of hard copy transaction receipts through Bluetooth-connected printers:

In triplicate: 1 for the beneficiary, 1 for the merchant, 1 for the merchant to provide Mercy Corps’ Finance department with for payment reconciliation; or in duplicate: 1 for the beneficiary, 1 for the merchant.

The receipts should indicate the beneficiary name and voucher number; date, timing of the transaction; and quantity/price/name of purchased items.

NB: The ability to carry out the necessary software developments to allow MCN to make use of the Bluetooth printers it already owns (Model: TSC, ALPHA-3RB) is required. Additional Bluetooth printers may be procured by MCN or by the service provider - local procurement will be favored.

II.5 Bulk E-Voucher Management (web-based) Manages offline transactions Voucher disbursements and top ups are generated from the platform by MCN staff All transaction details are automatically stored onto the platform backend system

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Electronic Cash Transfers Platform Transaction details should include, at minimum, the following attributes: unique transaction

number, merchant name, program participant unique ID, date and time of purchase, location (GPS coordinates) itemized purchase record, and amount/quantity spent

System can prevent transactions beyond allocated values - in offline mode Platform allows MCN to make multiple disbursements onto a single card using distinct

electronic wallets (corresponding to allocations from different activities/programmes) Can allow MCN to set a maximum value to be stored per e-voucher, with expiration dates

and/or ability to rollover credit The system ensures transactional integrity by (a) precluding possibility of double spending, (b)

avoid deducting value from a participant account for a transaction that later fails, (c) avoid reporting a failed transaction that is later reported as successful

MC should be able to add, delete basket items (for commodity-based vouchers) as well as assign an acceptable or flexible price range (for value-based vouchers)

Multiple apps can be can be managed on a unique terminal

II.6 Reporting (web-based) MCN staff can readily generate reports on demand, using filters - and ideally, saved templates

for recurring reports as per MCN’s requests - according to different Program, Monitoring & Evaluation, and Finance MCN departments’ needs.

Reports should be exportable to Excel or any other format as requested by MCN MCN staff have the ability to schedule auto-emailed reports to specified recipients Mercy Corps staff are able to generate a range of customizable reports - including, at a

minimum:○ Merchant reports* (summary transactions records per merchant terminal) that meet

MCN Finance Department’s requirements for payment reconciliation; at minimum, this includes a report per merchant showing redemption history per voucher, associated serial / card numbers, date, time (HH:MM), location (GPS) of transactions, purchase details, and amount owed to merchant for entire billing cycle

○ Beneficiary reports (details of transactions per beneficiary, including type of commodities purchased, quantities unit, unit price and total transaction value)

○ Card use report (recording each transaction, including units and transaction value, commodities and their quantities)

○ Card balance reports○ Value remaining in the system (issued to cards but not yet redeemed)

II.7 Post-distribution Market Monitoring Dashboard: Ideally, the platform should contain a market dashboard for easy monitoring of

○ Price fluctuations: per item, location, vendor, time frame or other as defined by MCN○ Buying patterns: displaying what beneficiaries are buying - data should be

manageable according to location, sex, age, program and other filters as specified by MCN

C. MERCHANT MANAGEMENT1. Merchant registration

Merchant identification and registration is handled by Mercy Corps Staff with MC-designed generic forms. Data is currently collected using ODK-based mobile forms so the platform must

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Electronic Cash Transfers Platformbe able to integrate with MCN’s third party data-collection tool (currently Ona.io but likely to switch to CommCareHQ)

Merchant profiles should be accessible from web platform and include merchant and store information

Merchant data may be aggregated / filtered by location, by program activity, and by transfer mechanism (e.g. restricted commodity voucher merchants, cash-out agents). The required filters may change throughout the program implementation - the platform must thus be customizable.

Information regarding merchant transactions and payment stage are accessible from each profile

A reconciliation report can be generated from the platform for payment of merchants

2. Merchant terminals (Android) User interface for merchant terminals must be available in English All merchant applications must work on Android OS and not require proprietary devices

(MCN vendors currently use generations 4.4.4.) Service provider designs initial Merchant / Payment Application as per MCN requirements

○ Subsequent adjustments to content within Merchant Application should be easily changeable (ideally, even by MCN / non-technologists)

Terminals support offline transactions, in conjunction with smartcard / biometric-based purchases

Error messaging must be provided when transactions fail to process. Error messaging should be visible to the program participant and merchant and should include reasons for failure and suggested remedy. Errors should also be logged in the management platform. Specific handling of transaction errors and error messaging should be described in the application form.

For restricted vouchers: Simple visual aids for sales baskets of food commodities or non-food items can be rapidly customised and deployed (ideally, by MCN / non-technologists)

Merchants should have access to following transaction details from the Terminal app:○ Balance per card ○ Purchase / transaction history per card○ Purchase / transaction history in total, within an established billing cycle○ Total amounts redeemed (currency and/or goods) within an established billing cycle

D. TECHNICAL SUPPORT AND MAINTENANCE 1. Pre-deployment1.1 Kick off and capacity building ToTs (in-country)

Prior to in-country visit (if determined necessary), Service Provider shares replicable training curriculum based on a training-of-trainers (ToT) model, subject to review by MCN and MC HQ advisors

The system or provider will assist in initial input of program participant and merchant profile data, to ensure staff understand how to manage the system and various user profiles (staff, program participants and merchants).

Provider will cost out final system setup (e.g. reports, merchant terminals, etc.) in-country, subject to user acceptance testing

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Electronic Cash Transfers Platform○ Provider delivers v1.0 of platform / system and merchant application ahead of any

training Provider should cost out a ToT at MCN field office, to include:

○ Hardware management (e.g. merchant terminal)○ Training relevant field staff on mobile setup and troubleshooting○ Training relevant field staff on IMS setup, adaptation, and troubleshooting

Additional trainings may be agreed upon by both parties After initial release, Service Provider summarizes feedback and suggested improvements

based on suggestions and field observations from MCN

2. Post-deployment 2.1 Ongoing support and maintenance (remote)

After completion of the application and final training session, the service provider will still be available as a resource to assist MCN with application management for the 12 months of the engagement either in person, via email and over skype. As a resource, the service provider can directly answer questions and can help make non-significant changes to the application and to the platform’s dashboards.

Month One● Service Provider summarizes feedback and suggested improvements based on MCN field

observations and makes priority adjustments after first round of transfers and reconciliations.Ongoing

● Continuously ensure all integrations (with ODK-platforms, third-party hardware, and financial service providers, as applicable) are in working order.

● The service provider must show flexibility and willingness to accommodate MCN’s customization needs for the beneficiary data platform.

NB: software development costs will be built into the general ongoing system management costs.

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Electronic Cash Transfers Platform3. ELIGIBILITY & REQUIREMENTS FOR PROPOSAL SUBMISSIONS

The bidder should demonstrate in their proposals their ability to deliver on the above scope of work and program outputs. Proposals should thus include previous programme experience and qualifications for the provision of similar services and the design and implementation of similar cash transfer and/or beneficiary data management activities.

1. Technology Present the software and hardware material (where applicable) to be deployed/used.As applicable, describe:

● The software developments to be carried out to make the system compatible with MCN existing or other hardware (Smart cards printer: Zebra ZXP series 3; Bluetooth printer: TSC, ALPHA-3RB; Vendor Terminals: Android generation 4.4.4 )

● Any material required to protect the hardware from theft or damage from the environment.● How the hardware is powered (battery, plug-in, etc.). If battery operated, what is the battery life

and time required to fully charge the device.● USB ports, bluetooth connection● Specify the network connectivity requirements needed to operate each component of the system.● How the technology can suit low literacy and numeracy levels of users.● What third party operators (if any) the system relies on (SMS/USSD aggregators? Mobile

Networks? Others?) How this integration would be managed. ● List the compatible web-browsers – Windows Internet Explorer, Safari, Mozilla Firefox, Chrome,

others.

2. Agent networkPlease provide an Agent Network Map

3. KYCDescribe development of policies and processes, to ensure compliance with national regulatory requirements, and the implementation of international best practice in areas such as KYC (Customer Due Diligence).

4. RegistrationProof of ability to work and operate in Nigeria (i.e. either in-country registration, or authorization to operate in Nigeria issued by relevant legal authorities - for foreign service providers).

5. Data collection and Management The service provider should prove commitment to data security and beneficiary privacy.Please describe:

● How data transmission will be secured● How information will be secured at rest on all system components including cloud servers and

client devices● Company controls and experience maintaining user privacy● Company approach to protecting against server failure and data loss● Company approach to protecting Mercy Corps program information and participant data from

being lost or accessed by unauthorized parties

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Electronic Cash Transfers Platform● If data is to be shared with third party service providers (i.e. financial services provider), please

describe the circumstances under which client data is or would be shared (including with government requests), and how Mercy Corps would be kept informed of any sharing with third parties

● Mercy Corps’ level of ownership over all data entered into the platform● How program data will be stored, protected or disposed after the contract ends

6. Customer Service● Describe ability to respond to customer needs and complaints (e.g cards production and delivery,

issuance of pins, cash disbursements etc.) in an immediate and efficient manner.

7. Previous Experience ● Describe experience operating similar systems (e.g. with e-vouchers, beneficiary data

management, provision of financial services etc. ) within a humanitarian context and in limited connectivity environments and/or with low-literacy level beneficiaries. Include the length of contract, approximate # of program participants, vendors and transactions completed under those contracts (or anticipated under current contracts)

● If any service is to be subcontracted out, provide documentation presenting the partner(s)’ previous experiences as well.

● Provide any service completion note; case study or other relevant report.● Provide up to three references from other organizations/institutions. Please note that Mercy

Corps reserves the right to contact these organizations to check references.

8. Team composition ● Organigram or structure of the organization and Curriculum Vitaes of team members involved in

the project.

9. InsuranceLicence insuring the quality of the software and hardware (if applicable) to be provided by the bidder for the duration of the agreement.

● Insurance for staff who will be working on the project in field - considering the insecure geographical areas MCN operates in.

10.Reporting Requirements and Schedule● Applications should indicate the specific types of reports that can be generated by the platform for

Program and Finance departments (as per the above description of requested services).

11.Risk ManagementIt is important that the successful bidder has taken all reasonable measures to mitigate any potential risk to the delivery of the required outputs for this project. Therefore, bidders should submit a comprehensive risk management plan covering:

● The assumptions underpinning the successful completion of the proposals submitted and the anticipated challenges that might be faced;

● Estimates of the level of risk for each risk identified;● Proposed contingency plans that the bidder will put in place to mitigate against any occurrence of

each risk identified;

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Electronic Cash Transfers Platform● Specific child protection risks and mitigating strategies, including reference to the child protection

policy and procedures that will be in place; ● Health and safety issues that may require significant duty of care precautions.

12.Expected Platform Roll-out Timeframe and Sequencing

Deliverable Schedule DeadlineDeadline for submission of Full proposal 29 September 2017Evaluation of tenders and shortlisting complete 13 October 2017Platform Service Provider Appointed 13 October 2017

Scoping PhaseKick-off Meeting 20 October 2017

Design / DevelopmentInitial Prototype ready TBD November 2017Integrations with Biometric TBD November 2017

Implementation PhaseLaunch Pilot In-person training of staff TBD December 2017Delivery of required material TBD December 2017 Delivery of vendor materials TBD December 2017Software formatting TBD December 2017First set of transfers TBD January 2018Full roll-out completed 31 January 2018

13.Project BudgetThe proposed costs should reflect the costs that would be incurred over the life of the programme. Mercy Corps Nigeria will accept submissions for the total budget for this platform request for proposal in Naira, US Dollars or British Pounds. If budget quotations are submitted in a currency that is not Naira, the exchange rate Mercy Corps will use is the internal rate that is updated monthly and accepted by the donor.

Bidders are required to provide a proposal which reflects full costs in the form of a price schedule that, as a minimum, should include:

● Sub-total of fees for the delivery of the platform;● As applicable, expenses and overheads broken down per

1) Fees on transfers (percentage on amount of transactions or monthly/annual fees)2) Fees for overall system management costs, which cover, where applicable:

Customization of the platform IMS and and software Software developments for the integration with Biometric systems (if needed) Software developments for integration with Mobile Data Collection tools - Ona or

CommCare

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Electronic Cash Transfers Platform Software developments to ensure the platform system is compatible with MCN’s

current stock of hardware to ensure the latter can still be used with the new platform in place.

NB: The ability to carry out the necessary software developments to allow MCN to make use of the hardware procured from previous service providers (Merchant terminals: Android generation 4.4.4./ Bluetooth Printers: TSC, ALPHA-3RB /Smart card printers: Zebra ZXP series 3 ) constitutes an eligibility criteria for bidders.

3) Hardware that may be required: Smartcards, Smartcards printer, Biometric scanners, Bluetooth receipt printers, Android terminals, USB external chargers battery pack (solar chargers / Power Banks); and/or any other material required for the delivery and management of the e-voucher materials by the system, as as applicable. NB: local procurement will be favored.

4) Training costs in-country 5) Other direct costs6) Overhead

● Total costs before and after any taxes that are applicable. Bidders are required to provide a payment schedule on the basis of milestone payments for the successful delivery of each deliverable.

14.Contracting Terms● The service provider and any of his subcontracted 3rd parties must be a registered legal entity

with the ability to carry out transactions and trainings in Nigeria. ● Payments will be subject to statutory deductions as per Nigeria’s law, (e.g Withholding Tax)● Mercy Corps will not be responsible for payment for work that does not meet pre-established

specifications, criteria, and/or compliance expectations.● Companies wishing to be considered for this solicitation must:

o Be prepared to provide demonstrations of their platforms and materials upon request by Mercy Corps.

o Not be bankrupt or in the process of going bankrupt.o Not been convicted for an offense concerning professional conduct (either inside or

outside Nigeria).o Not been guilty of grave professional misconduct (proven by any means which the

contracting authorities can justify).o Have fulfilled obligations related to payment of social security and taxes.o Not been guilty of serious misinterpretation in supplying information. o Not been in situation of conflict of interest (with prior relationship to project or family or

business relationship to parties on Commission). o Not been declared as serious fault of implementation owing to a breach of their

contractual obligations.o Not employ personnel below the legal working age.o Provide basic social rights and fair working conditions to their employees.o Not be on any list of sanctioned parties issued by the United States Government, United

Nations and/or European Union.o Child Protection - The financial service provider’s approach must consider the safety of

participants and especially children at all stages of the services provided. The financial service provider will need to demonstrate how they have considered the protection of children through the different implementation stages.

● Vendor(s) will hold stock - electronic and paper vouchers, and any hardware material needed on an “as needed” basis for Mercy Corps, through the contracted period.

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Electronic Cash Transfers Platform● Requests (“orders”) will be made by Mercy Corps via email● Payment will be submitted within 30 days of in-country delivery of the requested materials and

services, or concurrent receipt of invoice(s) from the Vendor(s), whichever is received later by Mercy Corps. Terms and modalities of payment to be finalised during contractual negotiations.

● Quotations for materials will include the cost of delivery to the Primary Delivery Location. Vendors will pay the cost of any storage, local transport, Customs fees, taxes, and ancillary/incidental fees. Upon receipt of materials at the Primary Delivery Location, Mercy Corps or its designee will examine materials for conformance with control standards established in the Framework Agreements with the Vendor(s). If materials meet all pre-established criteria, Mercy Corps will notify the Vendor(s) that it will assume ownership, and will be fully responsible for all subsequent costs and fees, unless a mutually-determined understanding is established and documented in writing by Mercy Corps and the Vendor(s).

● Mercy Corps will not be responsible for payment for materials that do not meet pre-established specifications, criteria, and/or compliance expectations.

● Transport and delivery to Secondary Delivery Locations will be reimbursed to the Vendor(s) by Mercy Corps. Mercy Corps will notify Vendor(s) of Secondary Delivery Locations in writing.

● Vendors wishing to be considered for this solicitation should be prepared to provide examples/samples of selected materials, upon request by Mercy Corps.

● No branding or organization-specific labeling of goods is required or permitted. ● Substitution of any material for those specifically identified in the contractual agreement and any

amendment is not permitted, unless otherwise approved and documented in writing, in advance, by the respective parties concerned.

● Mercy Corps may make purchases under established contractual agreement(s), on behalf of other organizations/entities. Under such circumstances, if the Vendor (s) does not receive remittance from the third party, within 60 days of delivery of materials, Mercy Corps will guarantee payment.

● Vendor(s) must provide accurate packing information for each item specified.● Vendor(s) should provide any documentation of their status as (preferred) supplier to

government/institutional donors. Conversely vendor(s) must identify whether they are, or have ever been, excluded (“blacklisted”) as a service/goods provider by any institutional and/or government donor.

15.SubmissionsAll proposal submissions must include:

● Detailed work plans covering the life of the programme○ Details of technology○ Organigram and team profiles dedicated to project ○ Agent network○ KYC plan ○ Data collection and reporting examples and details of application to XX project○ Beneficiary Information

● Any documents confirming liquidity ● Insurance plan● Risk mitigation plan ● Quality control plan● Detailed budget● Service completion notes or related reporting examples, any evaluations of work with other

(I)NGOs, UN agencies, government bodies

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Electronic Cash Transfers Platform● Registration

Full proposals and supporting documents should be submitted by email at cashplatform.submissions@mercycorps.org no later than 5:30 pm on the 29th of September 2017.Subject for the email should clearly be marked/state “Full Proposal for MERCY CORPS NIGERIA ELECTRONIC CASH TRANSFERS PLATFORM”. Submissions after the deadline will not be taken into consideration.

16.Enquiries/clarifications All enquiries or clarification related to this tender should be addressed to this email cashplatform.questions@mercycorps.org All other enquiries submitted through other means of communication will not be given the due consideration. Q&A day details can also be specified here.

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Electronic Cash Transfers Platform

ANNEX I: Current Cash Transfer Programs - Workflow overview

a) FEED THE FUTURE NIGERIA LIVELIHOODS PROJECT Project outcomes: The Feed the Future Nigeria Livelihoods Project employs a multi-sector approach to help 42,000 vulnerable households (HHs) grow their agricultural and non-agricultural incomes.To assist some of the most vulnerable households escape the poverty trap and move upward along the Pathway to Prosperity, the Feed the Future Nigeria Livelihoods Project is providing livelihood and entrepreneurial assistance through Conditional Cash Transfers (“Smart grants”). Grants between N20,000 and N50,000 have been/are given to selected beneficiaries as seed capital for microbusinesses. The grants are given on the precondition that the grantees successfully undergo a business, technical and vocational training while consenting to pass on their training to three other trainees from their local community . Smart Grants were already disbursed to over 1500 beneficiaries. 1300 beneficiaries are still to receive a grant (ranging from N30,000 to N50,000) by April 2018.

Partners: Catholic Relief Services (CRS), the Catholic Caritas Foundation of Nigeria (CCFN), the Federation of Muslim Women Association of Nigeria (FOMWAN). Three Civil Society Organizations: Life Helpers Initiative (LHI) in Kebbi, Change Initiative in Sokoto and Justice Development and Peace Commission (JDPC) in FCT.

Location: Federal Capital Territory State: Bwari LGASokoto State: Kebbe, Tangaza, Rapah, and Denge-Shuni LGAsKebbi State: Birnin-Kebbi and Danko-Wasagu LGAs

Donor: USAID; Catholic Relief Services

Start/end date: 02-07-2013/ 31-03-2018

Assistance type Conditional Cash Transfers

Number of beneficiaries 1,300 beneficiaries

Voucher type Unrestricted Value E-vouchers

Voucher value NGN 30,000-50,000

Frequency of transactions 8 monthly cycles

Total transaction projections over whole project period NGN 312,000,000 - 520,000,000

b) INVESTING IN THE SAFETY AND INTEGRITY OF NIGERIAN GIRLS (I- SING) - Livelihoods Activities

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Electronic Cash Transfers PlatformProject summary: I-SING provides access to safe spaces in which adolescent boys and girls (age 15-19) have access to apprenticeships, vocational and financial literacy trainings. The project also aims to distribute livelihood support via unrestricted electronic vouchers for small investments in income generating activities per individual or group of beneficiaries.

Beneficiaries: The livelihoods intervention activities target 30% of most vulnerable adolescent girls and boys between the ages of 15-19 years; 3600 girls and 1500 boys across the 2 States of I-SING program implementation (Borno State comprising of Maiduguri and Southern Borno LGAs and Gombe State).

Location: Northern Borno State : Maiduguri Metropolitan Council LGAsSouthern Borno State: Biu; Kwaya Kusar; Hawul LGAsGombe State: Yemaltu Deba, Bilir, Funakaye, Gusi, Balanga LGAs

Partners: None

Donor: European Commission (EC) EU Trust Fund for Africa

Start/end date: 2016-09-01/ 31-09-2018

Assistance type Livelihood grants

# beneficiaries 5,100 individuals

Voucher type Unrestricted Value E-vouchers

Voucher value 90 Euros - approx. 38,750 NGN

Frequency of transaction TBD

Total transaction projections over whole project period

459,000 euros - approx. NGN 198 000, 000

c) BACRI 2 (Borno and Adamawa Crisis Response for IDPs) Provision of urgently needed support to conflict-affected populations over ten months. Mercy Corps will target the substantial, unmet needs in Damboa, Biu, Kwaya Kusar, and Hawul Local Government Areas in Borno State. The interventions will assist 24.500 conflict-affected individuals to meet their basic needs via multi-purpose cash, hygiene promotion, and gender-based violence awareness raising activities. In addition, Mercy Corps will host the Nigerian International Non-governmental Forum to promote collaboration and coordination within the North East crisis response to benefit a minimum of 20 international humanitarian organisations.

Location: Borno State - Damboa, Ngala, Dikwa LGAs

Donor: European Humanitarian Aid and Civil Protection (ECHO)

Start/end date: 1 March 2017 / 31 December 2017 (likely to be extended)

Assistance type Unconditional Cash Transfers

Number of beneficiaries 3,500 households

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Electronic Cash Transfers PlatformVoucher type Unrestricted Value E-vouchers

Voucher value NGN 30,000

Frequency of transactions 4 monthly cycles

Total transaction projections over whole project period

NGN 420,000,000

d) RAI BORNO: Project overview: Extension of SUBERA 2 (South Borno Emergency and Recovery Assistance Program) program. Provision of agricultural and livelihoods support, access to essential non-food items and WASH activities to populations experiencing severe shortages of food and basic household items and limited access to water and sanitation, as well as lost livelihoods and significantly reduced income. Targeting approximately 43,200 individuals ( 6,171 households)

Location: Southern Borno State LGAs: Biu, Hawul and Kwaya Kusar (75% of beneficiaries)Gombe State LGAs: Funakaye, Nafada and Kwami (25% of beneficiaries)

Donor: United States Agency for International Development (USAID) Office of US Foreign Disaster Assistance (OFDA)

Start/end date: 15 July 2014 -31 May 2018 (To be confirmed)

Assistance type Livelihood grants Cash for work: unskilled labor

NFI vouchers

Number of beneficiaries 6,500 households 1,500 households 5,500 households

Voucher type Unrestricted Value E-vouchers

Unrestricted Value E-vouchers or cash in envelop - TBD

Restricted Value E-vouchers or paper vouchers - TBD

Voucher value NGN 50,000 NGN 18,000 NGN 86,300

Frequency of transaction in 1 or 2 payments TBD

Each person gets 1,800 NGN per day. They each work 10 days.So 18,000 per person. Likely a one-off

One-off or multiple, To be determined

Total transaction projections over whole project period

NGN 325,000,000 NGN 27,000,000 NGN 474,650,000

e) Multi-Sector Humanitarian Response - TAIMAKO:

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Electronic Cash Transfers PlatformProject overview: A comprehensive package of humanitarian interventions targeted at the most vulnerable households, both internally displaced people (IDPs) and host communities. Program components will include WaSH, shelter, non-food items and livelihoods support.

Cash intervention modalities will be adapted according to the most effective means of reaching beneficiaries in each respective area and at each stage of the intervention. Initially, in kind assistance will be delivered to beneficiaries in Dikwa and Ngala (where markets are not yet able to function), while cash-based assistance will be used in Jere, where local markets are open and thriving. If and when the security situation stabilizes outside of Dikwa and Ngala, and previously displaced residents begin to return, market modalities will be adopted, including for the livelihood support grants which are planned in year two of the program.

Location: Borno State: Ngala LGA

Donor: Global Affairs Canada FKA - DFATD

Start/end date: 20 May 2016/31 March 2019

Assistance type Unconditional Cash Transfers

Number of beneficiaries 1,000 households

Voucher type Restricted Value E-Voucher (food basket)

Voucher value NGN30,000

Frequency of transaction monthly x 4 cycles

Total transaction projections over whole project period

$342,857

f) Responsive Economic Assistance to Conflict-Affected Households - REACH 2 Project description: Response to the increasing food security needs of conflict-displaced populations in contiguous parts of Gombe and southern Borno states in Northeast Nigeria. Assistance will consist of monthly food distributions via electronic or paper vouchers, alongside complementary agricultural food security, voucher for work interventions and nutrition and hygiene messaging/behavior change communication.

Locations: Gombe State: Funakaye, Akko, Nafada, Kwami, Billiri and Balanga LGAsSouth Borno: Biu and Kwaya Kusar - potentially including Hawul - LGAs

Donor: United States Agency for International Development Office of Food For Peace

Start/end date: 20 May 2016/14 October 2017 (potentially extended to 31 March 2018)

Assistance type Food Cash for Work

# beneficiaries 20,000 Households 2,000 individuals

Voucher type Unconditional Restricted Unrestricted Value E-vouchers

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Electronic Cash Transfers PlatformFood Vouchers or cash in envelop - TBD

Value of voucher NGN 25,000 in BiuNGN 23,000 in Damboa

NGN 1,400 / 1 day of unskilledNGN 2,500 / 1 day of skilled labor

Frequency of transaction x 7 months for Food One-off for CfW

Total transaction projections over whole project period

NGN 3,297,000,000 1

g) Relief to Resilience Project description: Building on USAID and ECHO funded programs, Mercy Corps will continue providing a complete package of assistance activities that respond to needs in areas facing critical humanitarian crisis. At the same time, transitional programming including livelihood opportunities focused on early recovery will be initiated where context, access and security permit. Together, these programs will provide necessary food security, nutrition, non-food items, water and sanitation, livelihoods and protection to conflict-affected populations.

Location: Borno State: Dikwa LGA - subject to change

Donor: Corporate donor

Start/end date: 13 December 2016-13 December 2018

Assistance type Cash for Work Unconditional Cash Transfer

# beneficiaries 500 individuals 1000 HH

Voucher type Unrestricted Value E-vouchers or cash in envelop - To be determined

Unrestricted Value Voucher

Value of voucher NGN 1,200 / individual / week NGN 30,000

Frequency of transaction Weekly basis Monthly (5 months)

Total transaction projections over whole project period

$26,000 $416,666

It is against this background that bidders are invited to submit a proposal in accordance with the requirements and guidelines outlined below.

Bidders may also refer to https://www.mercycorps.org/countries/nigeria for general information concerning Mercy Corps Humanitarian and Development Programs in Nigeria. Bidders should also refer to relevant country data and information, as required, to prepare the proposal.The deadline for the submission of proposals is the 29th of September 2017.

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