HEARTLAND ALLIANCE LTD/GTE NIGERIA
REQUEST FOR PROPOSALS ON DEPLOYMENT OF HALG MENTAL HEALTH AND PSYCHOSOCIAL SUPPORT RETENTION CENTER (MRC)
RFP NO.: HALTD/GTE/KPCARE1/MRC/DECEMBER/2020/016
RFP SUBMISSION DEADLINE: JANUARY 5, 2021

1. BACKGROUND
Heartland Alliance LTD/GTE Nigeria (HALG) is a multi-client oriented, indigenous non-governmental organization established to address the needs of vulnerable persons in the society. These needs include biological, behavioral, social, and legal needs that may affect disclosure, access to healthcare as well as health seeking behaviors among marginalized groups.

2. MAJOR OBJECTIVES/DELIVERABLES:
• To promote access to the range of services (individual and group biopsychosocial interventions) offered at the various HALG physical OSS,
• To provide remote counseling services (GBV, MHPSS, Legal, Harm Reduction, PrEP, HIV self–test etc.) to the most-hard-to-reach KPs as well as provide them with available treatment options in their locality or virtually.
• To establish a communication platform where HALG and clients can touch base with each other to address salient information, advisory, referral and linkage needs and roles.
• Procure and install hardware and software to deploy facility
• Develop customize software for the MRC to be known as HALG20
• Configure HALG20 to provide the services below
• Upload all HALG service points details of Offices, OSSs‘, and support groups (in terms of location, contact persons and services rendered) and selected professionals (Psychologists, Treatment, Key Populations, MHPSS and Gender Advisors and legal officers) data on the HALG20 software for easy retrieval during call agents sessions with callers.
• Provide 1-year maintenance service support for HALG
• Train the call agents and supervisor on the usage of the software and workability of the MRC.
The HALG20 should include the following:
Call Center Features
(a) Omnichannel – Integrating with other channels like (Live chat, emails, and social media platforms).
(b) Call Routing /Automatic Call Distribution (ACD) Software – the ACD software is a telephony software system that streamlines the entire communication process by answering incoming calls and routing them to the necessary agent or department. This pre-determined criteria for example will send an Igbo speaking caller straight to a fluent agent.
(c) CRM Integration for Customer Context – A seamless integration between our CRM and contact center software will help you avoid the challenge of not updating contact information or tracking relationships across platforms. Integrating the call center software with a robust CRM (Customer Relationship Management) application Like (Microsoft Dynamics, Zendesk, Oracle and Salesforce) is very critical to assist agents keep record of all conversation with a caller and should be able to keep record of previous conversation with a particular caller. For example when a caller dial-in to the call center, the agent should be able to record the details of the caller and in a situation where the caller is following up on previous request the agent should be able to use the caller phone number to track the previous request logged into the CRM.
(d) Call Recording Software-The call center software should have the functionality of recording all conversation of a caller to enable the call center supervisor review call logs periodically. This software either records calls and let you listen later or allows monitoring during real-time progress of a call and it is essential to the tong- term evaluation and improvement of the call center processes and outcome.
(e) Cloud based Calling – The call center software should be integrated with a cloud-based calling platform or a voice over internet protocol (VoIP) to enable routing calls over the internet and also be aligned with the online database.
(f) Reporting -The call center software should include a reporting module that should be able to keep track of the call center matrix like incoming call volumes, call trend and agent efficiency. It is impossible to manage scheduling and plan without knowing how your team is handling fluctuations in traffic. Reporting can help identify common issues that customers are calling about, gaps in your support coverage, and potential training opportunities
(g) Outgoing Calls – Call center software is not just for inbound calls. Agents might need to make outbound calls to customers if you offer proactive customer support options. If your contact center also requires agents to place outgoing calls, the software should include an automated dialer and easy to use call togging features so that the CRM stays up to date.
(h) Data Handler – Provide data handler system to organize and store all important data in a streamlined, convenient way, Data Handler arrange information in different classes, it should have an easy to use server access interface.
(i) Predictive Dialer – the call center should be equipped with a predictive dialer tool that allows an agent to dial more than one number at a time. Predictive Dialer are advanced computer systems that automatically dial multiple numbers at once, allowing your agent to seamlessly manage multiple calls and caller with advanced detection, call tracking and cloud storage capabilities.