Consultancy for Outsourcing Reception Services

1. REQUEST FOR PROPOSAL (RFP)

Consultancy for Outsourcing Reception Services IUCN Regional office Nairobi, Procurement and Operations Department

RfP Reference: IUCN-26-08-Cost Centre-01

Welcome to this Procurement by IUCN. You are hereby invited to submit a Proposal. Please read the information and instructions carefully because non-compliance with the instructions may result in disqualification of your Proposal from this Procurement.

1. REQUIREMENTS

1.1. A detailed description of the services and/or goods to be provided can be found in below.

2. CONTACT DETAILS

2.1. During the course of this procurement, i.e. from the publication of this RfP to the award of a contract, you may not discuss this procurement with any IUCN employee or representative other than the following contact. You must address all correspondence and questions to the contact, including your Proposal.

IUCN Contact: [contact details removed]

3. PROCUREMENT TIMETABLE

3.1. This timetable is indicative and may be changed by IUCN at any time. If IUCN decides that changes to any of the deadlines are necessary, we will publish this on our website and contact you directly if you have indicated your interest in this procurement (see Section 3.2). DATE and ACTIVITY 10/08/2026 -Publication of the Request for Proposals 17/08/2028 -Deadline for expressions of interest 17/08/2026 -Deadline for submission of questions 21/08/2026 -Planned publication of responses to questions 31/08/2026 -Deadline for submission of Proposals to IUCN (“Submission Deadline”) 07/09/2026 -Clarification of Proposals 11/09/2026 -Interviews / site visits / presentations 21/09/2026 -Planned date for contract award 01/10/2026 -Expected contract start date 3.2. Please email the IUCN contact to express your interest in submitting a Proposal by the deadline stated above. This will help IUCN to keep you updated regarding the procurement.

4. COMPLETING AND SUBMITTING A PROPOSAL

4.1. Your Proposal must consist of the following four separate documents

• Signed Declaration of Undertaking (see below) • Pre-Qualification Information (see Section 4.3 below) • Technical Proposal (see Section 4.4 below) • Financial Proposal (see Section 4.5 below) Proposals must be prepared in English. 4.2. Your Proposal must be submitted by email to the IUCN Contact (see Section 2). The subject heading of the email shall be [RfP Reference – bidder name]. The bidder name is the name of the company/organisation on whose behalf you are submitting the Proposal, or your own surname if you are bidding as a self-employed consultant. Your Proposal must be submitted in PDF format. You may submit multiple emails suitably annotated, e.g. Email 1 of 3, if attached files are too large to suit a single email transmission. You may not submit your Proposal by uploading it to a file-sharing tool. IMPORTANT: Submitted documents must be password-protected so that they cannot be opened and read before the submission deadline. Please use the same password for all submitted documents. After the deadline has passed and within 12 hours, please send the password to the IUCN Contact. This will ensure a secure bid submission and opening process. Please DO NOT email the password before the deadline for Proposal submission.

4.3. Pre-Qualification Criteria

IUCN will use the following Pre-Qualification Criteria to determine whether you have the capacity to provide the required goods and/or services to IUCN. Please provide the necessary information in a single, separate document. Pre-Qualification Criteria 1.3 relevant references of clients similar to IUCN / similar work 2.Confirm that you have all the necessary legal registrations to perform the work 3.State your annual turnover for each of the past 3 years 4.How many employees does your organisation have who are qualified for this work?

4.4. Technical Proposal

The Technical Proposal must address each of the criteria stated below explicitly and separately, quoting the relevant criteria reference number (left-hand column). Proposals in any other format will significantly increase the time it takes to evaluate, and such Proposals may therefore be rejected at IUCN’s discretion. Where CVs are requested, these must be of the individuals who will actually carry out the work specified. The individuals you put forward may only be substituted with IUCN’s approval. IUCN will evaluate Technical Proposals with regards to each of the following criteria and their relative importance: Description, Information to provide and Relative weight

1. Company Experience and Capacity

-Company profile Years of experience in outsourcing reception services-5% -Experience with similar organizations-5% -At least three reference clients-5% -Evidence of successful contract implementation-5%

2. Personnel Qualification (proposed receptionist)

-Degree in Business Administration, Office Management, or a related field. -5% -Minimum 3 years of relevant experience-5% -Documents required-CV, Academic certificates and professional certificates (where applicable)-10%

3. Understanding of the Assignment

-Front Office Management-5% -Administrative Support-5% -Communication and Coordination-5% -Record keeping -5% -Customer Service-5%

4. Service Delivery Methodology

-Recruitment process-5% -Staff induction and training & Supervision arrangements-5% -Performance monitoring & Attendance management-5% -Staff replacement procedures & Business continuity plan-5%

5. Value Addition

-Regular customer service training-5% -Backup receptionist at no additional cost-5% -Monthly performance reports-5% -Continuous improvement initiatives-5%

4.5. Financial Proposal

4.5.1. The Financial Proposal must be a fixed and firm price for the provision of the goods/services stated in the RfP in their entirety.

4.5.2. Prices include all costs

Submitted rates and prices are deemed to include all costs, insurances, taxes (except VAT, see below), fees, expenses, liabilities, obligations, risk and other things necessary for the performance of the Ter