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Tenders are invited for Terms of Reference: Development and Implementation of a Web-Based Community Feedback Mechanism (CFM) E- Database and Mobile Documentation Application DESCRIPTION OF THE PROJECT/PROGRAMME With funding from the NORAD Grant, the Norwegian Refugee Council (NRC) is implementing a project focused on enhancing Accountability to Affected Populations (AAP) through the development and deployment of a digitized Community Feedback Mechanism (CFM) system across its areas of operation in Nigeria. The project, titled Enhancing Accountability through a Digital Community Feedback Mechanism (CFM), responds to the urgent need to modernize and streamline how feedback, complaints, and suggestions from communities are collected, managed, and responded to in a timely and secure manner. Currently, many feedback systems in humanitarian response contexts are paper-based or fragmented, limiting real-time responsiveness, data quality, and inclusiveness. This project seeks to transform NRCs accountability framework by establishing a centralized, secure, and user-friendly web-based CFM platform complemented with a mobile application for offline and field-level data entry and documentation. 2 The digitized system will enable NRC to: Improve real-time data analysis and program adaptation through dashboards and analytics tools. Enhance accessibility by incorporating multiple input channels (mobile, web, offline forms). Ensure secure handling and ethical management of sensitive community data. Increase transparency, trust, and responsiveness in line with global AAP standards. The system will be designed based on a user-centred approach, ensuring that community members, field staff, and program teams can interact with it easily and effectively. Key features will include multilingual support, lowbandwidth functionality, customizable feedback tagging and categorization, automated alerts for sensitive cases, and visual status tracking of responses. To inform the development and ensure relevance, NRC will undertake a requirements-gathering and user analysis phase, engaging field teams, CFM focal points, and community representatives. The project will also include a pilot test phase, training of key users, and iterative improvements based on feedback. By digitizing its CFM, NRC aims to significantly strengthen community engagement, foster inclusive and datadriven decision-making, and ensure that complaints and feedback contribute meaningfully to improving program quality and accountability in Nigeria. PURPOSE AND SCOPE OF CONSULTANCY Purpose of the consultancy To design, development, and deployment of a web-based (electronic) CFM database/collection system that strengthens community engagement, enables real-time decision-making, and enhances NRCs commitment to accountability and continuous learning. a. Develop a robust web-based (Electronic) CFM system that allows for the efficient gathering, analysis, and reporting of feedback from participants and the public. b. Create a user-friendly web interface for feedback submission. c. Implement a secure and scalable database to store feedback data. d. Build an admin panel for managing feedback, generating reports, and analyzing trends. e. Ensure data protection and compliance with relevant regulations and ethical standards. f. Develop mechanisms to encourage program participants and beneficiaries to provide feedback. g. Integrate data analytics and visualization tools for actionable insights. h. Provide user support and training for system users Tender Link : https://www.nrc.no/procurement/
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