TERMS OF REFERENCE FOR SERVICE CONTRACTING. Activation of SMS Short Codes and Mobile Gateway Hosting Services

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1 TERMS OF REFERENCE FOR SERVICE CONTRACTING Assignment1 Activation of SMS Short Codes and Mobile Gateway Hosting Services Location Duration Reporting to Amman One year Focal points assigned for individual projects (i.e. for CCG and ureport respectively who will oversee the delivery of services and provide necessary inputs. Overall technical guidance will be given by Innovation Specialist. 1. BACKGROUND: RapidPro is an interactive messaging system designed to deliver and receive vital real-time information to and from individuals. RapidPro has been used by governments, agencies, and other services providers to connect people to services, gather information about the spread of epidemics, provide critical public health messages, promote the voice and perspective of young people, and more. RapidPro is a system that allows UNICEF project managers to immediately set-up and customize the SMS-based platform according to the specific needs and requirements of their program. With RapidPro, project managers can build their own SMS-based workflows via an easy-to-use web-based interface. With this same functionality, users can create polls and campaigns on an administrative dashboard, and prepare customizable front-end websites for aggregated data reports and mapping of poll results without in-depth programming knowledge UNICEF Jordan would like to explore the use of RapidPro for the following purposes: (1) Provide rapid feedback on the UNICEF s child cash grant (CCG) programme for the purpose of improving the service. 1 UNHCR, Syria Regional Refugee Response data portal, UNHCR, Jordan Azraq camp factsheet, September UNHCR, Azraq camp daily statistics as of 24 September UNHCR, External Statistical Report on UNHCR registered Syrians as of 15 September UNICEF, Comprehensive Child Focused Assessment in Azraq refugee camp, June 2015

2 (2) Elevate the voices of youth within Greater Amman Municipality via activation of a youth community reporting on relevant issues via RapidPro (programme title: ureport) A brief description of the CCG and ureport is shown in Annex. 2. OBJECTIVE AND TARGETS The purpose of this contract will be to provide the local technical support to operate RapidPro in Jordan. This will include working with 3. SCOPE OF THE WORK (WORK ASSIGNMENT) The company shall: Procure all required text bundles on behalf of UNICEF with Zain, Umniah and Orange, and manage any technical details with telecoms while keeping UNICEF informed. We anticipate a total of close to 7 million SMS (sent/received). UNICEF will only consider bids with text bundles priced at no more than.009/sms Handle activation needs of new short-codes for SMS services on behalf of UNICEF Lead connection and integration to UNICEF s RapidPro platform, in collaboration with UNICEF contracted company Nyaruka Operate new and existing toll-free short-codes for SMS, licensed to UNICEF/ government partners or committed for exclusive use by UNICEF/government partners, and provide incoming and outgoing message services to all users on their respective mobile network in Jordan, with traffic being around 3-4 million messages per year on 2-3 short codes (potential to grow) 4. EXPECTED DELIVERABLES, DETAILS ON HOW THE WORK MUST BE DELIVERED, AND REALISTIC DELIVERY DATES PLEASE SEE ATTACHED ANNEX A Further Conditions and Considerations Key to UNICEF s goals of equity in access to services, all SMS s which are sent to the dedicated short code numbers shall not be charged to the end user (the short code numbers must be toll-free to all users of the short codes); UNICEF will meet the cost of the inbound and outbound SMS s. The Company shall ensure that all documents from UCC which authorize the use of the short codes are in the names of UNICEF, such that UNICEF has full rights regarding the use of the short codes, including the right to instruct the telecom companies to redirect traffic destined for the short code to a different interconnection point other than Company s existing interconnections with the operators.

3 SMS traffic for the short code will be routed through the company s existing SMPP interconnections with the operators and forwarded to UNICEF servers (either in Jordan or hosted the cloud as desired by UNICEF). The Company will then receive SMS from the designated UNICEF s servers and terminate these SMS to the mobile subscribers on all telecom networks. The HTTP protocol may still be used as an interface through which UNICEF may deliver SMS to mobile subscribers. The Company will provide system generated traffic reports for incoming and outgoing SMS services, which will be cross-checked with UNICEF databases for validation, and billed on a monthly basis. The Company will specify the guaranteed minimum throughput capacity (MT) for each telecom network. The Company shall provide access to incoming and outgoing SMS queues to and from the Companies platform (for SMS queued from UNICEF short codes). The Company shall ensure the availability of local SMSC gateways as backup in case the main gateways are hosted in the cloud and are temporarily unavailable. Estimated SMS traffic is currently ESTIMATED at 7 million per year. All pricing proposed will apply to all UNICEF short codes handled by the Company (one blended cost, not one cost per short code or per network). The Company shall specify the guaranteed uptime of its SMS gateway servers and report any faults to UNICEF without delay. The Company shall provide alerts of when there are technical faults with telecoms once the fault has lasted more than 5 minutes. The Company will report any faults to UNICEF without delay. The Company will manage relationships with the telephone networks to fix tech faults and billing discrepancies. 5. OFFICIAL TRAVEL INVOLVED There is no official travel involved. 6. DESIRED QUALIFICATIONS, SPECIALIZED KNOWLEDGE OR EXPERIENCE

4 The service is expected to be provided by an institution as per the qualifications listed below: At least 2 years proven experience operating shortcode-based services in Jordan At least 2 years proven experience providing high quality hosting, maintenance and support for requested SMS services. At least 2 years software development experience on UNIX/LINUX platforms, real time SMS applications, and SMS content provision applications. The company must be based in Jordan Prior work experience providing services to the United Nations preferable. 7. PERFORMANCE INDICATORS FOR EVALUATION OF RESULTS Performance will be measured against key milestones (procurement of SMS bundles, activation of shortcodes, connections to RapidPro) 8. FREQUENCY OF PERFORMANCE REVIEWS Performance reviews to happen after each monthly report submitted on the first Monday of every month. 9. CALL FOR PROPOSALS Please submit a proposal detailing the following: Please let us know why you are the best fit for this position, covering the following issues. Demonstrates clear understanding of project goals and requirements. Demonstrates realistic assessment of skillsets and actions required to accomplish deliverables. Demonstrates clear knowledge and familiarity with the telecommunications sector in Jordan Company and key personnel Please demonstrate your ability to implement this project, covering the following issues. Description of consultant or company, including CVs of key team leaders. Meets qualifications as outlined Links to or visuals of previous work Paragraph describing similar projects previously undertaken by team, including description of key outcomes.

5 Existing relationships with key partners, including telecoms Proposed methodology and approach Please let us know what we should expect in terms of actions, deliverables, and timelines. Detailed timeline of activities-- including actions undertaken by your team and what is required from the UNICEF team-- based on the deliverables listed in the ToR. 10. UNICEF RECOURSE IN CASE OF UNSATISFACTORY PERFORMANCE In case of unsatisfactory performance the payment will be withhold until quality deliverables are submitted. If the firm is unable to complete the assignment, the contract will be terminated by notification letter sent 30 days prior to the termination date. In the meantime, UNICEF will initiate another selection in order to identify appropriate candidate. 11. INDICATION THAT THE CONSULTANT/INDIVIDUAL CONTRACTOR HAS RECEIVED A COPY OF THIS DOCUMENT OR. ALTERNATIVELY, AN EXPERT OF RELEVANT PROVISIONS INCLUDING THOSE CONCERNING LEGAL STATUS, OBLIGATIONS AND TITLE RIGHTS. 12. CONDITIONS - The contractor will work on its own computer(s) and use its own office resources and materials in the execution of this assignment. The contractor s fee shall be inclusive of all office administrative costs - Local travel and airport transfers (where applicable) will be covered in accordance with UNICEF s rules and tariffs. - Flight costs will be covered at economy class rate as per UNICEF policies. - Any air tickets for travel will be authorized by and paid for by UNICEF directly, and will be for the attendance of meetings and workshops. - Please also see UNICEF s Standard Terms and Conditions attached. ANNEX I: Description of Child Cash Grant Programme (CCG) UNICEF works with UNHCR to provide with a monthly grant of 20 JOD per child to 15,000 of the most vulnerable Syrian refugee families living in host communities. UNHCR also manages the cash delivery mechanism UNHCR registers refugees using Iris scanning technology, and the same Iris scanners are used at a network of ATM machines across the country as a unique identifier when the head of household picks up the cash. One head of household is designated to pick up the

6 cash; when the cash is in the bank account, a text message is sent to alert the head of household. UNICEF seeks to strengthen the text messaging component of the programme by asking for feedback from refugees on, for example, whether they faced any barriers in picking up their grant. The goal is to ensure that the programme is adequately meeting the needs of the most vulnerable. In the beginning, we plan to simply monitor the cash distribution service, using a text interaction similar to the attached. Based on how well this works, we will consider doing other questions via RapidPro, and hope that by September we will have one interaction per week with beneficiaries. We anticipate a 60% response rate on our text messages. Estimated messages sent and received in CCG pilot phase (estimated use until August) Bulk messages sent (CCG) 2,100,000 Total sent (CCG): 2,100,000 Bulk messages received, Umniah only (CCG) 427,980 Bulk messages received, Zain Total received (CCG): 1,154,545 only (CCG) 560,000 Bulk messages received, Orange only (CCG) 166, 565 Sample text flow for CCG (English provided here, but actual messages to be sent in Arabic) When the grant has been distributed, a text is sent to each beneficiary: Your child cash grant is ready for collection at Cairo Bank. A few days later, a second text is sent, Did you pick up your child cash grant? Please respond with a Y or N Refugees reply with a Y or N If Y, text response, Thank you for letting us know! UNICEF wishes all the best for you and your family. If N, text response: Why haven t you picked up your child cash transfer? 1 Transport to bank; 2 Head of household is unavailable; 3 Technical problem with ATM; 4 Haven t had time; 5 Other

7 Refugee send appropriate coded response. UNICEF responds, Thank you for letting us know. We will follow up soon to make sure that you receive your cash. ANNEX II: Description of ureport ureport is a global UNICEF initiative which uses text messaging to engage youth. Deployment of U-report in Jordan will be linked to promote the implementation of the Convention of the Rights of the Child (CRC) at the level where it has the greatest direct impact on children s lives. The aim is to use it to report on the child friendly cities (CFC) initiative that was launched by her Majesty Queen Rania in CFC is aimed at improving the lives of children and young people by polling youth on key CFC related indicators, to improve their everyday environments to make sure that children s rights are reflected in policies, laws, programmes and budgets. ureport will be used for various pogrammatic needs, from addressing national health issues to holding public officials accountable to issues raised by youth. Actions will include registering & polling U-reporters, targeting polls to users with similar profiles or opinions, publishing aggregated results from polls online, and coupling relevant external media sources to polls. These features are presented through RapidPro in the backend; and an open source U-report dashboard from the frontend. Data is synced from the RapidPro workspace to the U-report dashboard using RapidPro s API, but frontend content - news links, blogs, etc. - are all managed from the U-report dashboard. Greater Amman Municipality is UNICEF s strategic partner in this project, since the concept of the CFC started within GAM. GAM has already procured a shortcode for this initiative. Because GAM represents Amman city only, GAM will facilitate the process of establishing a technical committee that constitute of representatives from all line ministries and concrete stakeholders. A higher committee will be established with secretary generals from all line ministries and decision makers from other involved entities. Both committees will be coordinating the work across all governorates in order to discuss and take action on issues reported by youth. How ureport works: Young people aged simply message the word "JOIN" to a toll-free number/account and become U-reporters after answering a short series of questions to build their profile in the system.

8 The trigger function in RapidPro then executes a registration flow to build a user profile based on the U- reporter s inputs (profiles include age, gender, status, governorate, Regular polls are sent out to U- reporters for their opinions on important social issues. Incoming messages are analyzed, sorted, and displayed on a dashboard in collaboration with GAM U-reporters receive feedback and additional information regarding each week s poll. Results are broadcast for U- reporters and the general public via relevant social media, radio programme broadcasting U-report stories, and via the web/dashboard. Expected Traffic: Each month, UNICEF will send one poll of three to five questions covering one theme from the Child Friendly cities/crc indicators. Some of the areas U-report Jordan will focus on include, youth participation, Education (formal, informal, non-formal) health issues, water and sanitation, environment, protection and violence. One theme each month Send the poll questions at the same day and time every month Include minimum three questions, max five questions in each flow UNICEF Jordan will reach around 30,000 U-reporter, through Jeel962, CMC, JOHUD Youth committees, Youth networks, national partners, beneficiaries of UNICEF Skills building programmes, etc Each U-reporter will send & receive approximately 6 messages per month Expected annual message volumes is 2 million messages. Estimated number of messages to be sent in pilot phase of ureport Bulk messages sent (ureport) 2,000,000 Total sent (ureport): 2,000,000 Bulk messages received, Umniah only (CCG) 760,000 Bulk messages received, Zain Total received (ureport): 1,360,000 only (CCG) 96,000 Bulk messages received, Orange only (CCG) 280,000

9 Sample text flow for ureport (English provided here, but actual messages to be sent in Arabic) UNICEF initiates poll Text One: Hello UReporters! Today, we d like to collect some information on water and so we d really appreciate your feedback. Text two: Does your household receive sufficient amount of water for domestic purposes, from the municipal supply? Keep in mind that this includes water for drinking, cooking, bathing, and household use. Send 1 for Yes and 2 for No Youth respond by indicating 1 or 2. If they don t use codes, an error message is sent asking them to use codes If 1, UNICEF text response How often do you receive water from the municipal system? Please select an option below. 1. Twice a week 2. Once a week 3. Once every two weeks 4. Once a month If 2, How do you supplement this? 1. Buy Bottled water 2. Water Vender delivers 3. Other option, (please type answer) Youth sends appropriate coded response. UNICEF responds, Thank you for answering this poll.