Arrangementfor Services for the Provision of UNICEF - the UNGM
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Terms of Reference (TOR) for the Long Term
Arrangementfor Services for the Provision of UNICEF
Community Building, Engagement and Behavioral
Strategy
Background
At UNICEF, strong and vibrant digital communities have emerged through a global
investment in human-centered community management— e.g., “the art and science of
promoting strategic, thoughtful, engaging, goal-based participation inside a designated
online space’—acrossthe entire organization. As a result of these efforts, monthly online
engagement in UNICEF’s online community, Yammer, more than quintupled from 1,000
staff per month in January 2016 to close to 6,000 staff per month by March 2018. Close
to 16,000 staff now have an account, and more than 100 new membersjoin every month.
In over four years Yammer has become a centralized hub for digital communication.
A small community team in Learning and Knowledge Exchange (LKE) /Division of Data,
Analytics, Planning and Monitoring (DPAM) has been powering Yammer’s growth. The
same team is also responsible for the creation of “BUILD” — UNICEF’s simple model for
the organization of knowledge sharing and collaboration communities. BUILD is the
central system for Yammertoday, and the model’s success is now formally recognized
by Microsoft and other partners. In fact, this work has been formally documented and
praised in case studies, has been featured in an article by Forbes magazine, and was
featured on stage at Microsoft's Ignite Conference, KM World, and PRSA Connect.
In 2019, UNICEF introduced the first-ever behavioral analytics platform, SVWWOOP
Analytics, to measure knowledge sharing and collaboration. This innovation facilitates the
measurementof the transfer of knowledge and information across teams, regions, offices,
and individuals. Over the past year Yammer communities have initiated 11,700+ staff
conversations to ask questions, have recommended solutions, and have built
relationships with more than 19,000 replies and 66,000 likes. In addition, 73% of
conversations received responses within 24 hours. With hundreds of insights, patterns
and paths emerging, we need to analyze and leverage findings, and to design effective
actionsto bolster collaborative performance for every child.
ALIGNMENT WITH UNICEF Strategic Plan, 2018-2021
Digital Communities and the BUILD initiative are strategically aligned with the UNICEF
strategic Plan 2018-2021. In particular, theseinitiatives contribute to:
e Enhancing knowledge and information systems for programme results.e Facilitate knowledge transfer and exchange, UNICEF will provide staff with the
tools needed to support interactions and active collaboration with staff, partners
and others, and will work to improve knowledge resources.
e Foster a culture of continuous learning as well as professional and personal
growth.
The continued work of BUILD and online communities will have a direct impact on
UNICEF staff and the outcomesof children across the globe.
1. Objectives, Purpose & Expected results
UNICEF is looking to establish a Long Term Arrangement for Services (LTAS) for the
delivery of a set of specific strategic services that will continue to amplify the successful
advancements in Yammer in 2020-2021. Work will include:
e Community Strategy— calibrate the ideal growth of UNICEF’s extensive Yammer
Network: new group targeting and rollout planning, global group type
recommendations, leadership coaching, and communication about Yammer
initiatives,
e Community Engagement — building an ongoing engagementstrategy for the
overall network and key groups, and executing engagement campaigns tailored
for UNICEF staff and partners, specifically initiatives that enable the Strategic Plan
e Communication, Training, and Best Practices—capacity development,
implement storytelling, develop knowledge synthesis, collaboration training to
support a global network of community managers
e Community Measurement — measure growth, impact and areas of opportunity
with UNICEF’s newly launched behavioral analytics platform, SWOOP Analytics,
including, dashboard andtrends analysis, monthly optimized reporting,
benchmarking reports, and behavior coaching for better results. Measure
collaboration dynamics indicators: Influencer Risk, Diversity Index, Reciprocity.
Set evidence-based targets and provide guidance on the areas that have the
greatest impact on our mission to improve collaboration and engagement
throughout the organization.
Deliverables
Specific service / outputs to be delivered at a specific time as per stated objectives and
performance / quality requirements.
FOCUS AREAS KEY DELIVERABLES
Community Strategy o Partner with the Learning and Knowledge Exchange / BUILD team to
create a global strategy regarding Yammercontent, activation
campaigns, and global calls for conversationsPrepare for and announce, evangelize and launch Yammer’s new
interface and innovative features in 2020 to further empower and
engage end users. This requires the development of documentation and
guidancefor users to reflect the changes comingin the new platform.
Newfeatures include live video broadcasts, more visual communication
capabilities, and an intelligent user experience across devices, along
with an increased visual emphasis on special kinds of posts such as
questions and polls. New features, such as being able to pin posts and
close conversations, will increase engagementwith the platform’s users.
Engage with UNICEF leadership, when applicable, to highlight and
present the on-going strategic value of Yammerto secure leadership
participation and continued commitment.
Seek out and submit articles, stories, proposals and otherstrategic
artifacts to key conferences, journals, blogs and online publications to
cement UNICEF’s community strategy as a case study in modern online
communication practices
Community Engagement In alignment with the Strategic Plan and other key UNICEF priorities,
find and target stakeholder groupsto enroll in Yammer,orto re-ignite on
Yammer
Support the creation of 90-day-plans for stakeholder groups
Participate actively on Yammer as community management experts,
engaging with individuals to drive conversations that benefit UNICEF as
a whole
Build and circulate job aids, reports, and other artifacts as needed to
showcasestrong engagement and/ordrive stronger engagementfor
groupsin need
Communication, Training, and Conducta variety of virtual (and, when appropriate, in person) trainings
for users across UNICEF, with bespoke sessions tailored to the role of
Best Practices
the member(s)(e.g. field, NYHQ, UN Partner, private sector,etc.)
Support community managerupskilling in how to create strong
storytelling posts, how to share for social media, and how to engage
others in conversations — specifically within the context of the UNICEF’s
culture and environment.
Harness global community managers inside Yammerin one or more
groups to promote bestpractice sharing
Offer coaching on “which tools when?” for key groups, supporting their
unique usage of UNICEF’s broad collaboration toolset
Community Measurement Prepare monthly Yammer reports to showcase adoption, top content
and users, areas of growth, and areas of concern; devise interventions
as neededto develop better adoption.
Producetrend analysis reports of Yammer usage and adoption at
country, regional, and globallevel.
Assessthe cost benefits that communication and collaboration on
Yammerhave at the project, programme and operational levels focusing
on, but notlimited to, the following results areas: streamlining of
resources and processes, staff productivity and engagement,
effectiveness of information sharing, simplification of new-employee
onboarding, and effects on vertical communication between leadership
and employees.
Showcase metrics using SWOOP Analytics as well as any proprietary
analytics available to consultant.
Train community managers on SWOOP Analytics and the importance of
behavioral analytics.o Coach leaders and end users ontheir personal collaborative behaviors
to support their continued improvement.
2. Reporting requirements
Examples of potential types of reports are:
Inception Report
Technical Reports
Draft and Final Report
Training material
Presentation material
3. Location and Duration
The initial duration of the resulting LTAS will be 24 months. The LTAS could be extended
for an additional year, at the sole discretion of UNICEF, upon completion of satisfactory
services, demonstrated continued need for services.
The contractor is expected to provide services remotely with a minimum of three (3)
NYHQ visits per year, depending on the nature of the task and the specificities outlined
in the Terms of Reference.
4. Qualification requirements
e Extensive knowledge and experience in Community Strategy and Behavioral
Analytics subject areas, products, and tools is mandatory.
e Community management strategy experience for 4+ years
e Ability to incorporate community strategy and behavioral analytics into
organization-wide plans
e Mastery of Yammer documented through the provision of previous work examples
and case studies.
e Mastery of SWOOP Analytics documented through the provision of previous work
examples and casestudies.
e 2+ public, documented case studies about Yammer engagement and growth
e Knowledge and experience with big data is desirable.
e Experience in developing, launching, and monitoring for success: product and
solution strategy, roadmaps and professional business cases.
e Experience analyzing and encapsulating lessons learned via project review
e Excellent communication skills with ability to interact and speak with business
stakeholders, including directors and senior leaders.
e Experience with NGOs, UN agencies, or other non-private-sector organizations
e Proven mastery in the preparation of customized educational and training
materials, and planning and delivering materials in both seminars and workshop
settings, in person and online, to diverse teams.
e Demonstrated experience in global multicultural and multilingual
_ settings/organizations.5. Administrative Arrangements
Prior to submitting their offer, institutions are strongly encouragedto:
Review the standard UNICEF Contractual Provisions and the UNICEF General
Terms and Conditions of Contract (Services) for the supply of services publicly
available on the UNICEF Supply website:
http:/Awww.unicef.org/supply/index_procurement_ policies. html:
Review the UNICEF policies publicly available on the UNICEF Supply
website: http:/Avww.unicef.org/supply/index procurement policies.html
In particular, proposers should familiarize themselves with the obligations imposed on
suppliers and their personnel and sub-contractors under the UNICEF Policy Prohibiting
and Combatting Fraud and Corruption and the UNICEF Policy on Conduct Promoting
the Protection and Safeguarding of Children.
a. UNICEF Responsibilities
UNICEF will provide:
e Information and feedback to vendor in a timely manner.It is expected that
vendor responds to requests from UNICEF for information and feedbackin a
timely manner.
e The vendor with reasonable and timely access to UNICEF personnel as may
be required to perform the services.
e Asingle point of contact responsible for representing UNICEF andassisting
with the decision-making process regarding the engagement.
Oversight: The vendorwill report to the Knowledge Management
Specialist/BUILD Digital Communities in LKE/DPAM.
Period of Performance: The services are expected to start immediately after
contract execution.
Engagementtype — this engagementis for a firm fixed all-inclusive
deliverable based Long Term Arrangementfor Services engagement.
6. Evaluation process and methods
This section explains the application and evaluation process.Offerors are required to submit a technical proposal and a separate financial proposal
(See Appendix Il and Appendix III for detailed requirements regarding the proposals).
a. Technical Proposals
The technical proposals will be evaluated on a scale of 0-100 and the total percentage
weighting of the technical evaluation will be 75%. The technical proposals (TP) that
will receive a minimum of 70/100 points will be considered to meet the minimum
requirement for the opening and review ofthe financial proposal.
b. Mandatory Requirements
Note: All Mandatory Requirements are passor fail. Any Proposer who fails to meet
any of the Mandatory Requirementis not subject to further consideration.
Company Profile
“+ The proposer shall be an expert on Community Strategy, Employee
Engagement, Behavioural Analysis. Yammer and SWOOP Analytics
“* Documentation proof of Yammer and SWOOP mastery must be provided
UNICEF General Terms and Conditions of services
“ The proposer shall accept UNICEF General Terms and Conditions of services
“Annex A”
Technical Evaluation Criteria
Ref Category Points/Weight
Proposed Project Team 25 / (18.75%)
Proposed project team is qualified and the recommendedProject
Managerand contract focal point has a minimum offour (4) years of
relevant experience.
Experience and Qualifications 30 / (22.5%)
The proposer has successfully completed and providesat least three
current and relevant (3) examplesof similar projects and has Can't score
included the names and contact information ofat least three (3) below 25
references from clients.
Proposerincludes a list of similar projects/assignments with
explanation including short description of the project activities, scale,
dates of engagement and type of customeris of the highest quality
and provides sufficient information to determine its relevance.
The proposer has experiencein providing similar services, as listed in
the ToR to UN Agencies, NGOs non-private sector organizations and
experience in global and multi-lingual settings.Ref Category Points/Weight
3.| Case Studies 15 / (11.25%)
e The proposalincludes a minimum of two (2) public and documented
case siudies that are relevant and clearly establish the proposer’s
experience with Yammer engagement and growth.
4.| Overall Response and Proposed Approach 30 / (22.5%)
e The proposed approachto performing the deliverables is clear and Can't score
realistic and is in line with UNICEF requirements as setforth in the below 25
TOR.
e Proposer's Sample Work Plan details the proposed project
management methodology, assignment of resources and proposed
timeline for the completion of deliverables for the five (5) focus areas:
e Review of UNICEF Yammer Network
e Community Strategy
e Community Engagement
e Communication Training and Best Practices
e Community Measurement
e Overall concord between UNICEF requirement and proposal
Total Possible Points for Technical Proposal/ Total Percentage Weighting for 100 / 75%
Technical Proposal
Only proposals receiving a minimum of70 points will be considered further
c. Financial Proposals
The financial proposals should be prepared in US dollar only. The proposals will
be evaluated only for those offers that meet the minimum passing grade in the
technical evaluation.
The financial proposals will be graded on a scale of 0-25. The highest number of
points will be awarded to the financial proposal that presents the lowest and
most competitive daily fee(s). Other financial proposals will be scored on a
relative scale, with points determined based on the percentage of difference with
the lowest score.
The total score for the financial offer will be calculated in the following manner
(rounded to one decimal):
Lowest offer
TSro = Actual Offer
The total combined score (TS) for the proposal will then be calculated by, adding
the scores for the technical and financial proposal within the service area.
For additional information regarding the requirements of the financial proposals,
refer to AppendixIII.Project management The LTASis managedby the Supply Division at UNICEF. Specific tasks and assignments will be supervised by the Knowledge Management Specialist/BUILD Digital Communities in LKE/DPAM. Project plan to be made available and updated on an ongoing basis. Payment Schedule The payment schedule for assignments prepared under this LTAS will be defined in the Terms of Reference for the specific services requested. In line with good standards and practices paymentwill be provided upon successful submission and formal approval of the deliverables by the supervising officer/entity. UNICEF's policy is not to grant advance payments except in unusual situations where the potential contractor, whether a private firm, CSO or a governmentor other entity, specifies in the bid that there are special circumstances warranting an advance payment.
Appendices Appendix| Mandatory Requirements Checklist To qualify for further consideration, proposer must certify that they meet the below mandatory requirements. Note: All Mandatory Requirements are passor fail. Any Proposer who fails to meet any of the Mandatory Requirementis not subject to further consideration. XL The proposer certifies that it is an expert on Community Strategy, Employee Engagement, Behavioral Analysis, Yammer and SWOOP Analytics. C1 The proposer can provide verifiable documentation as proof of Yammer and SWOOP mastery, and copies of such documents are included in the Technical Proposal.
AppendixIl
STRUCTURE OF TECHNICAL PROPOSAL
The technical proposal should articulate very clearly the interest and capacities of
proposing institutions to provide the type of services outlined in the Terms of Reference.
The proposal should be concise, and the information provided should be sufficient for the
evaluation team to be able to assess the capacity of the institution and the proposed team
members to partner with UNICEF in the delivery of the strategic services outlined herein.
INo price information should be containedin the technical proposal.
The technical proposal for each service area should be organized according to the
following contents:
Table of Contents
=
List of Abbreviations
ON
Introduction
Proposed Project Team
too fF
Institutional profile, Relevant Experience and Capacity
Case Studies
Methodology and ApproachAppendixIll Financial Proposal Please use the Excel file attached to this RFPS to submit your financial proposal. This section proposal. Instructions for completing the financial proposal: Important: Please include costs as required, expressed in United States Dollars ($US) Professional Fees - Pleaselist each person's all-inclusive daily rate covering a standard person-day. Rates quoted mustbeall inclusive and therefore taken togethersufficient to coverthe efforts of the entire team assigned for each task. Offerors should review the expected activities and typical products expected for the provision of the outlined services and propose prices commensurate with the level of complexity of the expected deliverables. The simple average costs for the proposed team will be used to determine the score during the evaluation of the financial proposals. Note: When submitting financial proposals for specific TORs for contracts underthis LTAS, offerors can refer to this financial proposal quoting the prices for the proposed team members, OR propose lower fees, depending on the complexity of the assignment. Under no circumstances should those rates be higher than the amounts indicated here. Proposed by YA Reviewed by Qa Approved by
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