Nigeria: Second National Urban Water Sector Reform Project Terms of Reference for Non-Governmental Organization Consultancy I. Background 1. In order to support the Nigerian Government to provide potable water supply to urban residents in Nigeria, the World Bank is currently preparing a Second Water Project. The Project s objectives are: (i) to improve the reliability and financial viability of selected urban water utilities; and (ii) to increase access to piped water networks in selected urban areas. The Project emphasizes financing for water system rehabilitation, increasing treatment capacity and adding household and standpipe connections in Lagos and Cross River states. Progress toward the Project objectives will be measured through: (i) the increase in water delivered through existing and extended networks; (ii) improvements in financial sustainability for the two utilities; and (iii) increase in the number of households having access to the piped water network 2. The Project totals about $220 million and has four components: (1) Rehabilitation and Network Expansion ($164.4 million); (2) Public-Private Partnership Development ($7.8 million); (3) Service Sustainability and Project Management ($18.3 million), and (4) Institutional Development & Policy Reform ($7.4 million). There is also an Un-allocated portion ($20.1 million) and re-payment of a Project Preparation Facility advance ($2.0 million). 3. Gaining the long-term support and acceptance of consumers through efficient consumer outreach is vital for the Lagos State Water Corporation (LSWC) and the Cross River State Water Board (CRWB) to provide services on a sustainable basis. Therefore, complementing the technical and operating improvements will be a comprehensive stakeholder outreach program to re-build relations between the communities and utilities, thereby furthering the sustainability of the Project s planned achievements. In this context, the Project will establish a Customer Feed-Back System to ensure that water service provision reflects demands of all user groups. 4. The objectives of the Customer Feed-Back System are: (i) to promote citizens participation in the Project, in particular defend the interests of private customers and communities in the water utilities Distribution Service Areas through continuous customer feed-back on service, performance, and future improvements; (ii) to build service-oriented relations between the customers and the utilities; (iii) to ensure that LSWC and CRWB have appropriate knowledge on customers needs and priorities, improve performance and transparency, and adapt to changing customer preferences; and (iv) to build knowledge and capacity of customers and customers representatives in key water provision issues. 5. Until now, consultation of customers by the water utilities has been weak or nonexistent. Therefore, the government has decided to employ several Nigerian Non- Governmental Organizations (NGO Consultants), under the consultancy described below, to develop and then implement a stakeholder feed-back system. This consultancy will provide selected community organizations with training and capacity building to enable 1
them to implement the Customer Feed-Back System and engage as the utilities and communities primary contacts during the Project implementation period and beyond. The contracts with the selected NGO Consultants will be for 36 months. 6. Procurement of the NGO Consultants will be according to the Guidelines: Selection and Employment of Consultants by world Bank Borrowers: May 2004, using Quality and Cost-Based Selection (QCBS) procedures. The Guidelines can be found at the following website: http://web.worldbank.org/wbsite/external/projects/procurement/0,,content MDK:20060656~pagePK:84269~piPK:60001558~theSitePK:84266,00.html 7. It is expected to hire one NGO to work in each of the selected Distribution Service Areas (DSA) in Lagos, which together would represent about one half of the population in Lagos, one NGO to work in Calabar in Cross River State, and one NGO to work in the three cities of Ikom, Ogoja and Obudu in Cross River State. NGO Consultants may bid for more than one DSA, but may only win a contract for one DSA. II. Objectives of the assignment 8. The assignment s objectives are: To defend the interests of private customers and communities in the water utilities DSAs through continuous customer feed-back on service, performance and future improvements. To build service-oriented relations between the customers and the water utilities. To ensure that LSWC and CRWB have appropriate knowledge on customers needs and priorities, improve performance and transparence, and adapt to changing customer preferences. To build knowledge and capacity of customers and customers representatives in key water provision issues. III. Tasks of the assignment 9. To achieve the above objectives, the following tasks are required: a) Conduct Bi-Annual Customer Surveys Undertake 2 bi-annual household surveys in each DSA to identify the 10 most important customer concerns (e.g. breakdown/repair; water quality issues; pressure; leakage; hours of service; administrative issues; tariff issues; billing issue; utility service orientation; service delivery strategy). The survey sampling should be 200 households in each service area. Survey questions, methodology, instruments and results will be reviewed, shared, and standardized among the different organizations at the annual NGO Workshop (see g) below). b) Complete data entry of surveys and synthesis reports Entry the survey results on widely used computer software and write synthesis reports that will include pertinent statistics on customer satisfaction and concerns on water services. 2
c) Meeting with State Water Agencies (SWAs) Meet the water utilities twice a year, at the latest 30 days after each bi-annual Customer Survey, to present and discuss the survey results. At the same time as these meetings, the NGO Consultants will organize and carry-out 2 annual neighborhood/site visits for utility personnel, and meeting with community leaders. d) Conduct Community Training The selected organizations will conduct, in each DSA, consumer training seminars on key water provision issues. Target audience, content and methodology for the community training will be determined at the initial NGO Workshop. A preliminary training program should be indicated in the organizations technical proposal. e) Participate in NGO Training Participate in the selected training to be provided under the Project, e.g. (A) Treated Water Processes, (B) Consumer Survey, (C) Community Training Techniques, (D) Communications with CEOs, (E) Database Management. Specific training needs for each organization will be identified at the initial NGO Workshop. Subsequently, the NGO Training s participants, content and methodology will be determined in collaboration with the Project and the World Bank. Cost of this training is provided under the Project and should not be included in the NGOs proposal. f) Organize Annual Community Workshop Organize and carry-out annual workshops with customers from each DSA. These workshops will enable communities to provide comments on the Customer Feed-Back System and, for the NGO Consultants to present feed-back from the discussion with the water utilities.. The NGOs will ensure that the community comments are used to improve and/or amend the Customer Feed-Back System and the community training program as needed. The NGO Consultants will develop monitoring and evaluation indicators for the capacity building program at community level. g) Participate in Annual NGO Workshop The selected organizations will participate in annual NGO Workshops to review progress and share experience, ideas and instruments. The workshops will unable the organizations to discuss the Customer Feed-Back System, including survey implementation issues, communications with the utilities, community training program, and their own training received and training needs. 3
IV. Deliverables of the assignment 10. The assignment s expected annual deliverables are: Deliverable Delivery Date 1. Annual reports containing: (1) a brief description of January 31 st activities; and (2) accounting of Project funds. These reports -except for the 1 st will not exceed 10 pages. year 2. Annual work programs for the coming year, indicating tasks, precise timeframe, staffing, and resources allocated to each task. 3. Two Bi-Annual Surveys on customer concerns March 31 st and September 30 th 4. Two survey synthesis reports on top ten customer concerns April 30 th and on water service delivery. Reports will not exceed 10 pages. 5. Two bi-annual meetings with LSWC and CRWB no later than 30 days after the survey synthesis reports have been issued. October 31 st May 31 st and November 30 th 6. Annual Community Workshops and Summary Reports. Report by July 31 st 11. A further deliverable, due at the end of the consultancy, is a summary report on capacity building in communities (no more than 30 pages) according to Monitoring and Evaluation indicators to be developed by the Project and in consultation with the NGO Consultants. V. Timeframe, method of payment, and support from the World Bank 12. The proposed assignment is for three years. 13. Payments will be made quarterly on a lump sum basis upon reception and acceptance of the following deliverables, in the following installments: Deliverable Recipient and copies # Delivery dates Payment % Customer Survey synthesis report - Semester 1 April 30 th 25% Customer Survey synthesis report - Semester 2 Annual report and next year s Annual Work Program Annual Community Workshop report October 31 st 25% January 31 st 25% July 31 st 25% Total 100% 4
14. The Project will provide the following: The NGO Consultants fees to carry-out the above TOR. US$20,000 for office equipment, and/or office running costs, and national travel. NGO Training as described in point e) above. Organization of Annual NGO Workshops, as described in point g) above. Facilitation for access to relevant institutions, contacts and information. VI. Elements to be included in the proposal 15. In addition to the standard requirements under QCBS, proposals should also include the following: A detailed work and methodology for carrying out the assignment. A proposal program for community training, including objectives, content, target audience, methodology, and schedule. VII. Qualifications and coordination 16. The eligibility criteria for this assignment are the following To be a legalized non-profit Nigerian, non-governmental organization, based in the state s capital city or the water board s DSA, with a relevant mandate, and at least 7 years of experience in urban community development/local service provision, with a reputation for results, commitment, responsiveness, inclusiveness and member orientation. To have respected standing in the neighborhood to allow for credibility in carrying out this assignment 1. To have adequate communication capacity at both community and high levels. To have established links with the institutions responsible for water provision (e.g. LSWC, CRWB) in the Project intervention areas. Financial management capacity in order to meet World Bank fiduciary requirements. The availability of qualified staff to prepare and timely deliver the deliverables, and to participate in all the training provided by the Project. Knowledge of main urban water sector issues in Nigeria, preferably in the Project areas. To demonstrate capacity and interest to increase skills and knowledge as part of assignment. wb19090 C:\Documents and Settings\wb19090\My Documents\Nigeria\Lagos Water\TOR for CSOs 18 April 05.doc 04/18/2005 12:39:00 PM 1 Non-members customers will be included in the Customer Feed-Back System. 5