Consultancy service to evaluate current call center operations and develop specification for software and hardware to meet "to be" requirements — Governance Modernization to Enable Efficient Service Delivery Project

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