PROCUREMENT OF CONSULTING SERVICES FOR THE BCDA 2024 CLIENT SATISFACTION MEASUREMENT

Type

Consultancy

Status

Invitation

05/26/2024

REQUEST FOR PROPOSAL

PROCUREMENT OF CONSULTING SERVICES
FOR THE BCDA 2024 CLIENT SATISFACTION MEASUREMENT

1. The Bases Conversion and Development Authority (BCDA) is a government corporation mandated to transform former military bases and properties into premier centers of economic growth.

2. BCDA acknowledges the importance of stakeholder satisfaction as it pursues its mandate of development. By measuring stakeholders’ feedback toward its programs and services, BCDA has the basis for necessitating improvements in its operations.

3. The establishment of a feedback mechanism will be done through the conduct of the BCDA 2024 Client Satisfaction Measurement which is a requirement of the Anti-Red Tape Authority (ARTA) and the Governance Commission for Government-Owned and—Controlled Corporations (GCG).

4. BCDA will procure and engage a Consultant that will provide professional expertise on the data management, interpretation and analysis requirements of the BCDA 2024 Client Satisfaction Measure Report.

5. The BCDA through the 2024 Corporate Operating Budget intends to apply the sum of Eight Hundred Thousand Pesos (Php800,000.00), inclusive of all applicable taxes and fees, being the Approved Budget for the Contract (ABC) to payments under the contract for the Procurement of Consulting Services for the BCDA 2024 Client Satisfaction Measurement. Bids received in excess of the ABC shall be automatically rejected at the opening of the financial proposals.

6. The Consultant shall have the following minimum qualifications:

A. The CONSULTANT must strictly be a reputable research and/or communications firm which has been in operations for at least two (2) years. In the case of joint ventures, the lead consulting firm should have at least two (2) years of business operation.

B. The CONSULTANT must have completed at least three (3) research projects which are similar in nature to the requirement within the past two years (e.g. evaluative research, survey, stakeholder relations studies, etc.)

C. The CONSULTANT must provide the necessary manpower support for the conduct of the Client Satisfaction Measurement Report, based on the ARTA guidelines;

D. The research team must be composed of the following four (4) key members: OVERALL PROJECT MANAGER, RESEARCH EXECUTIVE/ANALYST, DATA PROCESSING MANAGER AND LEAD STATISTICIAN.

E. The identified members of the proposed research team must have at least three (3) years experience in communications research as related to his function in the team.

F. The identified members of the proposed research team must have handled at least three (3) research projects (e.g. evaluative research, survey, stakeholder relations studies, etc.) which are similar in nature to the requirement in a capacity related to his/her function in the team.

G. The identified members of the proposed research team must have at least a bachelor's degree and at least eight (8) aggregate hours of training relevant to the nominated position.

H. The CONSULTANT must be registered online with the Philippine Government Electronic Procurement System (http://www.philgeps.gov.ph) as a legitimate service provider for government requirements. The CONSULTANT is mandated to register with the PhilGEPS and provide a PhilGEPS Registration number as a condition for award of the contract.

I. The CONSULTANT shall be assessed based on the most favorable compliance with the criteria.

7. The Third-Party Service Provider shall undertake within the agreed schedule all relevant and necessary activities such as, but not limited to, data encoding, data processing, validation, evaluation and interpretation of results, preparation of final reports in accordance with the ARTA Memorandum Circular No. 2023-05, Amendment of the Harmonized Client Satisfaction Measurement; ARTA Memorandum Circular No. 2022-005 or the Guidelines on the Implementation of the Harmonized Client Satisfaction Measurement; GCG-ARTA Joint Memorandum Circular No. 1, Series of 2023 or the Supplemental Guidelines to the ARTA Memorandum Circular No. 2022-05 or the Guidelines on the Implementation of the Harmonized Client Satisfaction Measurement Specific for GOCCs Covered by Republic Act No. 10149.

The timely submission and presentation of the project to the BCDA and preparation of all other related activities to fulfill the requirements of the project shall be included.

The scope of work includes the following:

A. The CONSULTANT shall provide advisory services and guidance to BCDA to ensure that the methodology, inclusive of the the sampling and data-gathering/collection methods, are compliant with the ARTA-GCG Guidelines for the Conduct of the Harmonized Client Satisfaction Measurement (HCSM). The Consultant shall ensure that the minimum required number of respondents per service availed by internal and external stakeholders is met as validated by the Sample Size Calculator provided by the ARTA for the conduct of the HCSM. The Consultant shall ensure that response rates are also maximized based on acceptable data gathering methods;

B. The CONSULTANT shall perform data encoding of results gathered by BCDA, anchored on the responses to the ARTA-prescribed Client Satisfaction Measurement Questionnaire;

C. The CONSULTANT shall process all gathered data to determine the level of satisfaction of stakeholders within the prescribed period of the HCSM;

D. The CONSULTANT shall determine the final scoring per question in the Client Satisfaction Measurement Questionnaire and the overall scoring for satisfaction guided by the prescribed ARTA methodology. This shall be presented as part of the Final HCSM Report with supporting tables and figures as prescribed. The Consultant shall determine in the Report the overall satisfaction/dissatisfaction rating, the reasons for the satisfaction/dissatisfaction rating and the factors contributing to the satisfaction/dissatisfaction rating, based on the available responses;

E. The CONSULTANT shall present the results by indicating the following: response rates per service; total number of transacting clients during the period covered; client demographics; Citizen’s Charter results; Service Quality Dimension results, and free responses derived from the response in the ARTA-prescribed questionnaire;

F. The CONSULTANT shall perform data interpretation and analysis of the results of the 2024 HCSM. This analysis shall reflect aspects/attributes for improvement as well as performance highlights during the year;

G. The CONSULTANT shall guide the BCDA in the preparation of its Continuous Agency Improvement Plan for the following year and present this as part of the HCSM Final Report. These shall contain the action steps, the responsible unit/person, and a timeline.

H. The CONSULTANT shall prepare and complete the Final Report in accordance with the Client Satisfaction Measurement Report Outline in Annex B of the GCG-ARTA Joint Memorandum Circular No. 1, Series of 2023 or the Supplemental Guidelines to the ARTA Memorandum Circular No. 2022-05 and ARTA MC No.2023-05 or the Amendment to ARTA Memorandum Circular No. 2022-005.

A reference for the Report Outline is shown below. Full details of the prescribed outline are found in ARTA MC No.2023-05:

I. Title Page
II. Table of Contents
III. Overview
IV. Scope
a. Period Covered
b. Geographic and Office Coverage
c. List of services surveyed, responses, and total number of transacting clients
d. Sampling
i. Applied confidence level and margin of error
ii. Discussion of response rates
V. Methodology
a. Mode of survey implementation
b. Feedback and Collection Mechanism
c. Scoring System
i. Table of the scale and its equivalent number
d. How Numerical Results will be interpreted
VI. Data and Interpretation
a. Client Demographic
b. Citizen’s Charter results
c. Service Quality Dimension results
d. Free responses
VII. Results of the Agency Action Plan reported in the previous year
VIII. Continuous Agency Improvement Plan for the following year
IX. Index
a. Clear images of CSM survey used
b. List including central, regional, and satellite offices covered (if consolidated)
c. CSM results of each central , regional and satellite office (if consolidated)
i. Response rates of each office
ii. Citizen’s Charter results of each office
iv. SQD results of each office

I. The CONSULTANT shall present to BCDA Management the results of the 2024 BCDA Client Satisfaction Measurement Report to derive their inputs and comments for implementation in the Final Report that will be submitted to the ARTA. A summary of the results is also requested for immediate reference.

J. The CONSULTANT shall attend meetings with key BCDA departments, if necessary, for the smooth conduct of the 2024 BCDA Client Satisfaction Measurement.

K. The CONSULTANT shall adhere to the following timeline:

Deliverables	Schedule
Data Encoding	To commence upon issuance of Notice to Proceed
Data Processing, Interpretation and Analysis	January 2025
Preparation of Initial Report	February 2025
Submission of Survey Results and Initial Presentation to PAD	February 2025
Presentation to MANCOM	February 2025
Gathering of Action Plan from BCDA Departments	March 2025
Collation and Final Report Preparation	March 2025
Submission of Final Report to BCDA/Approval of the President and CEO	March 15, 2025
Submission to ARTA	April 12, 2025

L. The CONSULTANT shall assist the BCDA in complying with the requirements of the GCG which may perform data collection quality control procedures, i.e. spot-checking and back-checking as they deem necessary. The GCG may request proof of the survey results including sample questionnaires and the Excel file of the aggregated data;

M. The CONSULTANT shall shoulder the compensation of the project team and support staff that will be engaged for the conduct and preparation of the HCSM Report, as well as the expenses for meals, and transportation, if relevant.

8. The BCDA shall draw up a list of consultants from those who have submitted their Technical Proposal and Financial Proposal, in accordance with the provisions of the revised Implementing Rules and Regulations (IRR) of Republic Act 9184 (R.A. 9184).

9. The CONSULTANT shall be evaluated based on the Quality Cost Based Evaluation (QCBE) procedure wherein the Technical and Financial Proposal are given weights of 85% and 15%, respectively. The QCBE procedure is described under Section 33.2.1b of Republic Act 9184 and its 2016 Implementing Rules and Regulations.

10. The criteria and rating system for the selection of the winning consultant are as follows:

Evaluation Criteria	Weight	Minimum Technical Score
Technical Proposal	85%	70%
Applicable Years of Experience of the Consultant/Firm (20%)	40%
Qualification of personnel who shall be assigned to the project (20%)	20%
CSM Plan of Approach & Methodology (40%)	40%
Financial Proposal	15%
TOTAL SCORE	100%

The Minimum Technical Score of 70% should be met.

11. The CONSULTANT is also required to submit the following documents to be used by BCDA as bases for the technical evaluation.

For the Technical Proposal: The CONSULTANT is required to submit the following documents described in Annex H of the Revised IRR of RA 9184 under “Appendix A: Documentary Requirement of Alternative Methods of Procurement as bases for technical evaluation by BCDA.

Tab No.	Form No.	Description
TECHNICAL PROPOSAL
1	EF 1	Eligibility Documents Submission Form
2	-	PhilGEPS Certification of Registration under Platinum Membership or Red Membership (all pages) pursuant to Section 8.5.2 of the 2016 revised IRR. Mayor’s/Business Permit or recently expired Mayor’s permit, the official receipt for renewal within the period prescribed by the concerned local government unit and the recently expired Mayor’s permit shall be submitted, in case of PhilGEPS Certification of Registration under Red Membership is submitted. Latest Income/Business Tax Return, in case of PhilGEPS Certification of Registration under Red Membership is submitted.
3	TPF 1	Statement of All Completed Government and Private Contracts,For The Past 2 Years
4	TPF 2	Summary of Completed Projects for the Past 2 Years (All completed government and private contracts)
5	TPF 3	Summary of Curriculum Vitae
6	TPF4	Curriculum Vitae (CV) for Proposed Professional Staff
6.1	TPF 4A	Over-all Project Manager
6.2	TPF 4B	Research Executive/Analyst
6.3	TPF 4C	Data Processing Manager
6.4	TPF 4D	Lead Statistician
7	TPF 5	Format of Curriculum Vitae (CV) of the Firm/Entity
8	TPF 6	Certificate of Availability of Key Personnel
9	TPF 7	Plan of Approach and Methodology

FINANCIAL PROPOSAL
10	FPF 1	Financial Proposal Submission Form
12		Omnibus Sworn Statement

For the Financial Proposal: The CONSULTANT is also required to submit the Financial Proposal in a separate sealed envelope together with the above-mentioned requirements/documents. The financial proposals shall not exceed the approved budget for the contract and shall be deemed to include the cost of all taxes, duties, fees, levies and other charges imposed under applicable laws. Only the financial proposals of the consultants who meet the minimum technical score of 70% will be opened.

12. This contract shall be effective for a period of one (1) year commencing from the date stated in the Notice to Proceed with an Approved Budget of the Contract (ABC) of Eight Hundred Thousand Pesos Only (Php800,000.00), inclusive of applicable taxes and fees. The CONSULTANT will be paid in full upon submission to and acceptance by BCDA of the Final Report on the BCDA 2024 Client Satisfaction Measurement as indicated in Section IX. of the Terms of Reference.

13. Pre-Bid Conference. The BCDA will hold a Pre-Bid Conference on 30 May 2024, 10:00 AM at BCDA Corporate Center, 2nd Floor Bonifacio Technology Center, 31st Street corner 2nd Avenue, Bonifacio Global City, Taguig City and/or through video conferencing via:

Zoom Link for the Meeting
https://tinyurl.com/CSM2024PreBidConference

14. Deadline for Submission of Proposal. The Bid Proposal must be duly received through manual/physical submission at the at BCDA Corporate Center, 2nd Floor Bonifacio Technology Center, 31st Street corner 2nd Avenue, Bonifacio Global City, Taguig City on or before 6 June 2024, 9:00 AM. Late submission of Bid Proposal shall not be accepted. The bidders may submit their Bid Proposal before the deadline for submission of bids to avoid late submission. The editable bid forms may be downloaded using the link below:

https://tinyurl.com/BCDACSM2024BiddingForms

15. Opening of Bid Proposals. Opening of Bid Proposals shall be on 6 June 2024, 9:30 AM at the BCDA Corporate Center, 2nd Floor Bonifacio Technology Center, 31st Street corner 2nd Avenue, Bonifacio Global City, Taguig City and through video conferencing via:

Zoom Link for the Meeting:

https://tinyurl.com/BCDACSM2024BidOpening

16. The Technical and Financial Proposals shall be submitted by hand to the address below:

LEILANI BARLONGAY-MACASAET
Vice President, Public Affairs Department
Bases Conversion and Development Authority
2nd Floor, Bonifacio Technology Center
31st Street corner 2nd Avenue, Bonifacio Global City, Taguig City 1634

Your office may also contact Public Relations Officer IV, Mr. Garry A. Cativo, thru office number (02) 8575-1732 and email address gacativo@bcda.gov.ph

17. Please be reminded that the reference time that will be followed shall be the computer system clock at the BCDA Central Receiving and Releasing Area (CRRA), BCDA Corporate Center, 2nd Floor Bonifacio Technology Center, 31st Street corner 2nd Avenue, Bonifacio Global City, Taguig City. All bidders are advised to synchronize their timepieces therewith.

18. BCDA reserves the right to accept or reject any and all bids, annul the procurement process or not award the contract at any time prior to contract award, without thereby incurring any liability to the affected bidder. BCDA reserves the right to waive minor defects in forms and requirements as long as they do not affect the genuineness and authenticity of the documents submitted.

(sgd.)
LEILANI BARLONGAY-MACASAET
Vice President
Public Affairs Department