Consultancy service to evaluate current call center operations and develop specification for software and hardware to meet "to be" requirements

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 informa