Tenders Are Invited For Implementing A Municipal Complaint Management System (Cms)

Tenders are invited for Implementing a Municipal Complaint Management System (CMS). The Strategic Partnership between the Netherlands Ministry of Foreign Affairs and VNG International is a 5-year programme, focused on 4 thematic priorities: Security & Rule of Law, Migration, Local Revenue Mobilisation, and Water. This programme, called Sustainable Development through Improved Local Governance (SDLG), is currently being implemented in 10 countries (Algeria, Burundi, Iraq, Mali, Mozambique, Palestine, Somalia, South Sudan, Uganda, and Ukraine). Despite the diverging contexts and themes, the SDLG programme pursues one overall objective: to empower local governments and their representative bodies to shape a more sustainable future for their communities. SDLG Palestine is part of two thematic priorities; Security & Rule of Law and Local Revenue Mobilization which are implemented in partnership with the Ministry of Local Governments (MOLG) in Palestine The successful implementation of the CMS is crucial for this phased rollout, as the projects purpose is to establish an effective mechanism for citizens to voice concerns and for municipalities to address them systematically. The system is designed to improve operational efficiency, increase transparency, and support data-driven decision-making, which are key objectives of the SDLG program. The ability of the software firm to deliver a secure, scalable, and customizable solution is essential to ensure the CMS can be effectively replicated and integrated across different municipal contexts. The handover plan, which includes source code ownership and comprehensive documentation, is vital for the long-term sustainability and scalability of the project across additional locations. This TOR aims to establish a unified and effective mechanism for citizens to voice their concerns and for the municipality to address them systematically. The system will distinguish between complaints (formal or informal expressions of dissatisfaction regarding municipal services, infrastructure, or governance, indicating a problem or failure) and service requests (requests for a specific municipal service or action without necessarily expressing dissatisfaction). Tender Link : https://www.jobs.ps/en/tenders