REQUEST FOR PROPOSAL TO ESTABLISH A FRAME AGREEMENT FOR THE PROVISION OF DONOR DEVELOPMENT AND RETENTION SERVICES FOR UNHCR PRIVATE SECTOR PARTNERSHIPS IN MALAYSIA

UNHCR
REQUEST FOR PROPOSAL TO ESTABLISH A FRAME AGREEMENT FOR THE PROVISION OF DONOR DEVELOPMENT AND RETENTION SERVICES FOR UNHCR PRIVATE SECTOR PARTNERSHIPS IN MALAYSIA Request for proposal

Reference: RFP/24/018/RBAP/PSP
Beneficiary countries or territories: Malaysia
Registration level: Basic
Published on: 16-Sep-2024
Deadline on: 21-Oct-2024 23:54 (GMT 8.00)

Description

To expand its Individual Giving program whilst ensuring outstanding quality of service, UNHCR Malaysia is seeking to enter into a Frame Agreement (FA) for the initial period of twelve (12) months for donor retention services and telemarketing outbound services with vendors specializing in such service areas, with the possibility of one time twelve (12) months extension subject to satisfactory performance.

The service commencement date is upon completion of the selection process, tentatively from November 2024.  

Service providers (“Vendors”) will be requested to keep the proposed fees unchanged for the duration of the contract. Vendor performance will be checked on a quarterly basis as per agreed key performance indicators (KPIs).

  • To deliver a compelling 1st year donor retention program involving personalized communication journeys for the different types of new donors, e.g., RG and One-off donors recruited across different channels, e.g., F2F, Direct Mail, Direct Response Television, Digital, and Telemarking.
  • To deliver a long-term donor development strategy to increase donor experience and giving across the different types of donors past their 1st year as donors through a mix of activities, including special appeals, debit failure calls, one-time to RG conversion, upgrade, and reactivation activities.
  • To produce standard occasionally complemented by ad hoc analysis to recommend the best course of action and optimize results in the above-mentioned areas, to yield constant improvements in donor satisfaction, retention, lifetime value for month-12, month-24, month-36, and current year net value per donor.
  • Minimum 80% debit success upon 1st year anniversary debit.
  • The minimum objective for the rollout period is to set up a comprehensive donor save program among donors contacting the organisation to cancel their monthly donation by offering a downgrade or holiday – a minimum for 12% donor saves.