Request for Proposal For Software Development Consultancy For The Design, Development And Roll-Out Of A Referral Management System

Request for proposals are invited for Software Development Consultancy for the Design, Development and Roll-out of a Referral Management System. Closing Date: 14 Nov 2024 Terms of Reference (TOR) for Referral Management System Software Development Consultancy Who is the Danish Refugee Council Founded in 1956, the Danish Refugee Council (DRC) is a leading international non-governmental organisation (INGO) and one of the few with a specific expertise in forced displacement. Active in 40 countries with 9,000 employees and supported by 7,500 volunteers, DRC protects, advocates, and builds sustainable futures for refugees and other displacement affected people and communities. DRC works during displacement at all stages: In the acute crisis, in displacement, when settling and integrating in a new place, or upon return. DRC provides protection and life-saving humanitarian assistance; supports displaced persons in becoming self-reliant and included into hosting societies; and works with civil society and responsible authorities to promote protection of rights and peaceful coexistence. DRC has been operational in Somalia since 1998 and is currently among the largest international (INGOs) in the country, with country-wide programmes implemented through six main offices and nine sub-offices in South Central Somalia, Somaliland, Puntland and Galmudug regions. Somalia is vulnerable to extreme weather patterns and remains in a protection crisis where armed conflict, insecurity and natural disasters trigger the displacement of thousands of people. Purpose of the consultancy The Danish Refugee Council in Somalia seeks a consultant to develop a robust Referral Management System (RMS) to enhance coordination, accountability, and efficiency in service delivery across multiple sectors, particularly health, nutrition, and protection. The RMS will be a critical component of DRCs larger information management system, RESPOND, and will be tailored to meet the specific needs of humanitarian operations in Somalia, including two-way referral pathways and service mapping. Background DRC Somalia plays a key role in various coordination bodies aimed at improving the effectiveness of the humanitarian response through joint data collection, analysis, planning, and response. These include, but are not limited to, the CCCM Cluster, Somalia Cash Consortium, WASH Cluster, and Protection Monitoring. DRC is committed to strengthening inter-agency collaboration and ensuring that data-driven approaches enhance the delivery of humanitarian assistance across Somalia. As part of its humanitarian response, DRC Somalia implements an Integrated First Line Response (IFLR) package, which provides multi-sector emergency support to newly displaced populations arriving at DRC-managed IDP sites. The IFLR activities include, but are not limited to, household registration with malnutrition screening for children, distribution of non-food items (NFIs), multi-purpose cash assistance, two-way referrals, WASH activities at both site and household levels, and Individual Protection Assistance (IPA). Referrals are a critical modality for DRC, especially for malnourished children identified during screening, as well as persons of concern identified by DRCs protection, CCCM, and emergency teams. Depending on the nature of the case, referrals are made either internally to DRCs teams or externally to other organizations. In some instances, DRC staff refer cases to mobile teams operated by other organizations within DRC-managed IDP sites. However, the current referral process is largely manual, relying on paper forms or Excel spreadsheets shared via email. This manual process is inefficient and makes it difficult to track referrals and ensure timely responses. DRC Somalia has been working with an external consultant to develop an internal information management system called RESPOND. This system is designed to improve the management of DRCs program data and facilitate the collection, tracking, and reporting of critical information. To further enhance the coordination and effectiveness of service delivery, DRC is now developing a Referral Management System (RMS), which must be integrated into RESPOND. The RMS will streamline referral pathwayswhether internal or externalensuring real-time tracking of cases, improving coordination, and enhancing accountability. The system will support two-way referral processes, enabling DRC teams to manage cases more efficiently, whether they are referred internally between DRC sectors or externally to other humanitarian actors. The RMS will also feature offline capabilities, allowing referrals to be processed even in areas with limited or no internet connectivity, and a service mapping tool to provide up-to-date information on available services and focal points at each site. To ensure the system meets the needs of the humanitarian sector, DRC will collaborate with key organizations, to pilot the RMS. These organizations will test the system during the pilot phase, allowing for refinement and ensuring it is fit for purpose before being scaled up for broader use. This collaboration will also ensure that the system aligns with the existing workflows of various actors in the humanitarian response. Objective of the consultancy The Danish Refugee Council (DRC) seeks a consultancy firm to develop a robust Referral Management System (RMS) to enhance coordination, accountability, and efficiency in service delivery across multiple sectors, particularly health, nutrition, and protection. The RMS will be a critical component of DRCs larger information management system, RESPOND, and will be tailored to meet the specific needs of humanitarian operations in Somalia, including two-way referral pathways and service mapping. The RMS will: Two-Way Referral Pathways: Enable organizations to refer cases both internally and externally, facilitating real-time tracking of referrals from initial identification to case closure. This will ensure smooth case management and follow-up across multiple actors and sectors. Offline Capability: Operate in environments with limited or no internet access by allowing referrals to be created, updated, and tracked offline without requiring heavy hardware setups. The system will sync once the internet connection is restored, ensuring uninterrupted operations even in remote or underserved areas. Service Mapping: The RMS will include a comprehensive service mapping feature, initially populated with data from DRC and partner organizations. This feature will allow users to identify available services and focal points at various sites. The service mapping will be regularly updated through two-way communication between RMS users and Area-Based Coordination (ABC) structures, ensuring up-to-date information is always available for effective service delivery. Interoperability with DRCs RESPOND System: The RMS will be fully integrated with DRCs existing RESPOND information management system, allowing for seamless data sharing, case tracking, and reporting. This integration will ensure that referral data feeds into DRCs broader data collection and analysis efforts, contributing to the overall effectiveness of humanitarian response. Interoperability with UN, Cluster, and Consortia IM Systems: The RMS will be designed for interoperability with key information management systems used by UN agencies, humanitarian clusters, and consortia, including IOMs BRAVE, WFPs SCOPE, SCCs Red Rose, and feedback platforms like Zite Manager. This ensures that referral data can be shared and integrated smoothly across different organizations and platforms, enhancing coordination and reducing duplication of efforts. The RMS will adhere to the data-sharing protocols and standards of these systems, ensuring compliance and alignment with inter-agency data protection policies and information flows. The consultancy firm will be required to deliver the source code that contains the below features: System Architecture Setup with Edge Computing and Desktop Offline Capabilities: Develop a hybrid cloud-edge architecture that supports real-time data processing in low-internet environments, reducing latency and improving system performance. Additionally, create a desktop application to enable users to work offline, capturing and processing referral data locally. The desktop app will sync with the central system once connectivity is restored, ensuring continuous functionality in remote areas with unstable internet access. Server Configuration and Setup: Establish a secure, scalable server infrastructure capable of handling high data traffic, ensuring redundancy, data backups, and security for sensitive referrals. Referral Pathways Development with Multi-Mailbox Design: Develop the core two-way internal and external referral pathways that enable real-time tracking and management of referrals. Implement a multi-mailbox design to ensure that referrals are routed efficiently to the appropriate sectors or organizations, allowing each mailbox to handle different types of referrals while maintaining clear visibility and control over the referral status. Secure External Access for Non-RMS Organizations, Including Offline Referral Transmission: Develop secure referral access for external partners (non-RMS organizations). External partners will be able to receive and manage referrals via secure email links. The system will enable users to send encrypted offline referral files for non-RMS users. The system will generate a secure link for external partners to submit follow-up actions, updates, or referral responses securely once they reconnect, ensuring data integrity and transparency. Preferably offline files should be synced to the RMS application. Desktop Version for Offline Data Processing: Deliver a desktop version of RMS that allows users to manage and process referrals offline. Data can be captured, stored Tender Link : https://reliefweb.int/job/4104032/software-development-consultancy-design-development-and-roll-out-referral-management-system-rfp-som-co-2023-013