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: