RFP/PPCP/2608/43 Development of a Queue Management System for IRD

Development of a Queue Management System for Inland Revenue Department of Sri Lanka.

( This tender is open only for suppliers registered in Sri Lanka)

UNDP Sri Lanka’s Flagship Portfolio on SDG16, Peace, Justice and Strong Institutions bring together inclusive governance and peacebuilding work under one umbrella. The Portfolio is implemented by UNDP as part of its Country Programme and the United Nations Sustainable Development Framework and enables the provision of cohesive and integrated support to Sri Lanka.

Following a multi-disciplinary mission on Economic Governance in June 2023, UNDP developed a framework offer of support to the Government on Economic Governance. Strengthening Anti-Corruption and Integrity remains a key pillar within this framework. UNDP’s support towards this end includes targeted support to the Commission to Investigate Allegations of Bribery or Corruption (CIABOC) to fully implement the new composite anti-corruption law, and support to other agencies within the anti-corruption ecosystem including the National Procurement Commission, Financial Intelligence Unit (FIU), and Inland Revenue Department (IRD) in their capacity development efforts.

UNDP’s engagement in the subject also extends to strengthening transparency and accountability of institutions including institutional support to implement selected findings of the IMF governance diagnostic recommendations. With the funding support of the Government of Japan, UNDP is implementing the project titled “The Project for Promoting Prosecution of Corrupt Practices through the Establishment of Anti-corruption Mechanism”. Building on prior JSB-supported interventions, this project adopts a comprehensive, whole-of-society approach to effectively implement the 2025–2029 National Anti-Corruption Action Plan (NACAP).

In 2025, the Project supported the Inland Revenue Department (IRD) in conducting its Corruption Risk Assessment and developing the corresponding institutional anti-corruption mitigation plan. The Project is currently assisting the IRD in implementing selected actions identified under this mitigation plan.

Objective;

Each day, several hundred taxpayers visit the head office and regional offices of the Inland Revenue Department to access tax-related services. These visits range from requests for information and guidance to transactional activities such as submitting forms and completing registrations. At present, these services are delivered through face-to-face counters located in the public areas of the relevant offices. As a result, taxpayers often experience extended waiting times, particularly during peak periods close to tax deadlines. Although certain offices operate on-site queue management systems that issue tokens based on order of arrival, waiting times continue to remain significant.

The proposed solution is intended to address these challenges and improve taxpayer engagement by establishing a multi-layered interaction platform. .

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UNDP Sri Lanka

Procurement Unit