Consultancy service to evaluate current call center operations and develop specification for software and hardware to meet "to be" requirements
About This Opportunity
Request for Expression of Interest | Project: Governance Modernization to Enable Efficient Service Delivery Project | Method: Individual Consultant Selection | Ref: ET-MOR-474940-CS-INDV
This is a consulting contract in the infrastructure, education and training and water and sanitation sectors. Located in Ethiopia, Africa, this opportunity is open to individual consultants. Proposals must be submitted before July 16, 2026.
Published through WB - World Bank, a multilateral development bank that follows standardized international procurement guidelines. Projects funded by multilateral institutions are generally open to international bidders from eligible member countries for consulting in the infrastructure sector. Consulting assignments are typically evaluated with a strong emphasis on the technical proposal, including the methodology and qualifications of key experts. Shortlisted firms may be invited to submit financial proposals in a second stage. Interested parties should review the full documentation on the original source before submitting their proposal.
Description
REQUEST FOR EXPRESSIONS OF INTEREST
(CONSULTING SERVICES – INDIVIDUAL CONSULTANT SELECTION)
Country: Federal Democratic Republic of Ethiopia
Employer: Ministry of Revenue (MOR)
Project: Governance Modernization for Efficient Service Delivery Project
Credit No.: 7619 ET
Assignment Title: Selection of Individual Consultant for Contact Center Establishment
Reference No. ET-MOR-474940-CS-INDV
Issued on: June 26, 2026
The Federal Democratic Republic of Ethiopia has received financing from the World Bank toward the cost of the Governance Modernization for Efficient Service Delivery Project and intends to apply part of the proceeds for consulting services.
The consulting services (“the Services”) are intended to engage a highly qualified and experienced Consultant (firm or individual) to prepare a comprehensive, donor-compliant, and implementation-ready Request for Proposal (RFP) for the procurement of a modern, integrated Contact Center / Digital Service Desk solution. The Consultant will be responsible for assessing the current service support environment, defining a feasible and scalable solution architecture, and developing detailed technical and functional requirements, while ensuring alignment with the Ministry of Revenue’s digital transformation objectives and governance frameworks.
The Consultant will further design operational, governance, and service delivery models, and prepare a complete RFP package consistent with international best practices. Given the scale, complexity, and national importance of expanding taxpayer-facing digital services including registration, e-filing, and e-payment the Ministry seeks to engage a consultant with demonstrated expertise in developing high-quality RFPs for large-scale, outsourced IT service solutions in complex, multi-stakeholder environments.
The Ministry of Revenue now invites eligible individual consultants (“Consultants”) to indicate their interest in providing the Services. Interested Consultants should provide information demonstrating that they have the required qualifications and relevant experience to perform the Services. The shortlisting criteria are: qualification and experience as a consultant (firm or individual) in similar projects. Further details on the qualification requirements are provided in the TOR which can be obtained from the address below in person or by requesting the TOR to be sent by e-mail.
The attention of interested Consultants is drawn to paragraph 3.13 and 3.14 of the World Bank’s Procurement Regulation for IPF Borrowers, Seventh Edition, September 2025 (“Procurement Regulations”), setting forth the World Bank’s policy on conflict of interest.
A Consultant will be selected in accordance with the Individual Consultant Selection method set out in the World Bank’s Procurement Regulation for IPF Borrowers, Seventh Edition, September 2025 (“Procurement Regulations”).
Further information can be obtained at the address below during office hours 09:00 to 12:30 hours and 13:30 to 17:00 hours Ethiopian Time.
Expressions of interest must be delivered in a written form to the address below (in person, or by e-mail) on or before 17:00 hours Ethiopian Time on July 16, 2026.
Federal Democratic Republic of Ethiopia
Ministry of Revenue, Head Office
Street Address: Megenagna 24 (40/60 Condominium), near Addis Ababa Water and Sewerage Authority
Floor/ Room number: Building Block-B, 2nd Floor, Room number 201
Governance Modernization to Enable Efficient Service Delivery Project
Attn: Mr. Bruck Sewnet, Project Coordinator (World Bank - Project Implementation Unit, Ministry of Revenues) (BruckS@mor.gov.et) Tel. No. +251 956210021, or
Mr. Dawit Tesfaye – Procurement Expert (World Bank - Project Implementation Unit, Ministry of Revenues) (DawitTT@mor.gov.et) Tel. No. +251956201120
Addis Ababa, Ethiopia
Data provenance
This notice is sourced from WB - World Bank and was originally published on June 26, 2026. Last refreshed today. Reference: OP00454160. BidsFactory mirrors official procurement notices and links back to the source for full legal text.
About Governance Modernization to Enable Efficient Service Delivery Project
Governance Modernization to Enable Efficient Service Delivery Project has issued 14 procurement notices on BidsFactory, including 3 currently open and 1 awarded contracts. Activity concentrates in Education & Training, Transport & Logistics, and Construction & Civil Works. All notices are published for Ethiopia. Notices are distributed via WB - World Bank. Most recent publication: June 26, 2026.
Frequently asked questions about this tender
When does this tender close?
The submission deadline is July 16, 2026. You have 16 days left to prepare and submit your proposal to the contracting authority.
Who is the contracting authority?
This notice was issued by Governance Modernization to Enable Efficient Service Delivery Project in Ethiopia. The authority is responsible for evaluating bids, awarding the contract, and managing performance.
What type of contract is this?
This is a Consulting contract in the Infrastructure sector. The classification helps bidders match the opportunity to their qualifications and registered scope of supply.
Where will the contract be performed?
The contract is for delivery in Ethiopia. Foreign bidders should review local registration, taxation, and any in-country presence requirements before submitting.
How can I submit a bid?
Visit WB - World Bank to access the full notice, required documents, and submission instructions. Quote reference OP00454160 when communicating with the contracting authority.
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