Tenders Are Invited For Prequalification For Consultancy Services For Feasibility And Design Of An Improved Customer Service Center Pilot Customer Service And Innovation Center For The Liberia Electricity Corporation

Prequalification For Consultancy Services For Feasibility And Design Of An Improved Customer Service Center Pilot Customer Service And Innovation Center For The Liberia Electricity Corporation The Goal Of The Compact Is To Reduce Poverty Through Economic Growth Specifically The Compact Seeks To Address Two Binding Constraints To Economic Growth Currently Existing In Liberia A Lack Of Access To Reliable And Affordable Electricity AndB Inadequate Road Infrastructure 2 Under The Energy Sector Reform Activity The Compact Aims To Support The Key Institutions Responsible For Policy Making Investment Planning Asset Management And Oversight Of The Energy Sector Such As The Liberia Electricity Corporation Lec Specifically The Compact Will Provide Support For A New Management Services Contractor Msc To Improve The Management Of The Lec While Building Local Capacity For The Future Sustainable Management Of The Utility 3 Customer Service In Liberia Electricity CorporationAs Of March 2018 Lec Operates Only One Customer Service Center Csc Located At Lec S Waterside Headquarters In Downtown Monrovia This Is The Only Place In The Greater Metropolitan Area Of Monrovia Where Lec S Customers May Request A New Service Place A Change Of Service Request Report A Problem Or Register A Complaint Poor Customer And Technical Support Services Have Been The Crux Of Lec Customer Existing And Potential Discontent Especially As The Grid Has Been Extended Into Greater Monrovia But Prolonged Delays In Connecting Customers Occur And Recently Connected Customers Are Located Relatively Far From The Csc At Lec S Waterside Headquarters The Current Electrification Program Anticipates Expanding From 48 000 Customers In May 2017 To Over 100 000 In 2019 Adding More Burden To An Already Very Poor Customer Service Performance At Lec Transactions Carried Out At The Csc Include Correcting Assigned Meter Numbers And Credits Filing For Refunds But Few Commercial Transactions Including Topping Up Their Pre Payment Meter Credits Or Paying Their Post Paid Meter Bill Or Connection Fee Which Is Done Offsite Phone Call Service Requests Can In Principle Be Made But Are Often Not Answered Nor Followed Up By Lec Which Means Virtually All Customer Needs Are Met At The Waterside Csc Customers Who Come To The Waterside Csc Face Security Risks As They Traverse The Surrounding Slum Many Walk In Customers Are Pregnant Women Or Women With Small Children Who Need To Wait Long Hours In A Room With Limited Seating Space Or Facilities To Complete Their Transactions In The Customer Service Area One Unisex Bathroom Is Provided For Both Csc And Technical Services Staff And The Daily Customers There Is No Eating Facility Vending Machines Or Canteen On The Premises Which Contributes To A Lack Of Comfort And Health Issues For Customers Who May Spend Most Of The Day At The Csc In Addition To The Above Sub Optimal Conditions At The Csc Customers Have Complained About The Time Required And Or Difficulty To Go To The Waterside Facility As Most Have To Use Public Transportation And Most Customers Even Historical Ones Are Located Relatively Far Away Therefore Lec Not Only Needs More Adequate Facilities And Improved Service Approaches And Conditions At The Waterside Csc But Also To Open Decentralized Customer Service Centers Located In More Convenient Locations Especially Where New Or Recently Connected Customers Are Located And Designed To Properly Suit The Needs Of Both Attending Lec Customer Service And Technical Staff And The Customers 4 Summary Scope Of ServicesThe Mca L Seeks The Services Of A Consultant To Perform Feasibility Studies To Help Lec Select An Appropriate Site Prepare Preliminary Designs For A Prototype Community Based Customer Service And Innovation Center Csic For Lec And For Feasibility Studies And An Upgraded Design For The Renovation Of The Existing Csc At The Lec S Waterside Headquarters The Consultant Shall Also Prepare The Design Build Tender Document Package That Includes Detailed Design And Construction Of The Csc And Renovation Of The Existing Csc At Waterside For Mca L To Procure A Contractor For Executing A Design Build Contract Following F d ration International Des Ing nieurs Conseils Fidic Conditions Of Contract For Plant And Design Build 1999 Yellow Book In Addition The Consultant Shall Prepare The Specifications For Equipping Of The Premise To Serve The Functions And Needs Of The Csic As Defined With Lec And Mca L Equipping The Csic Will Be Procured Separately By Mca L Based On Specifications Prepared By The ConsultantThis Pre Solicitation Notice Does Not Obligate Mca Liberia To Release The Rfp Or Award A Contract Nor Does It Commit Mca Liberia To Pay For Any Costs Incurred In Response To This Pre Solicitation Notice Consultants Interested In Receiving The Rfp Should Register Their Interest By Sending An E Mail Giving Full Contact Details Of The Consultant To The Address Below

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