TERMS OF REFERENCE FOR INSTITUTIONAL CONTRACT

Title

Short title: Low Income Community (UC) Water ATM in Korail

Social Entrepreneur Model Development to Ensure Safe Drinking Water Supply for Low-Income Communities through Water ATM Booths

Purpose

Engage a competent agency to install two inclusive Water ATM booths with two dispensers each; install appropriate treatment and digital monitoring systems and establish a self-sustaining

social business model.

Location

Korail Slum, Dhaka, prioritizing Mosharraf Bazar and Jamai Bazar

adjacent to Ershad School playground.

Estimated Duration

15 months, including installation, commissioning, community

mobilization, O&M support and business model development.

Reporting to Technical Supervisor of this assignment

WASH Officer, UNICEF

 

1. Background

Bangladesh is experiencing complex water security challenges linked to climate change, rapid urbanization, environmental degradation, pollution and inadequate infrastructure. These pressures are particularly acute in dense informal settlements in Dhaka, where safe and affordable drinking water is constrained by contamination risk, poor drainage, seasonal flooding and limited-service infrastructure.

 

Korail, located on the banks of Gulshan Lake and recognized as one of Dhaka's largest informal settlements, faces persistent water insecurity. Residents often rely on communal taps, private vendors or unsafe surface water sources. Untreated wastewater discharge and poor drainage further increase contamination risks and expose children, women, persons with disabilities and economically vulnerable households to waterborne health risks.

 

UNICEF, in collaboration with Dhaka Water Supply and Sewerage Authority (OWASA), Dhaka North City Corporation (DNCC) and relevant stakeholders, proposes to model an inclusive and digitally monitored Low Income Community (LIC) Water ATM model in Korail. The initiative aims to improve equitable access to safe drinking water for children, adolescents, women and other vulnerable groups while generating evidence for scalable service delivery models in underserved urban settlements. The initiative will demonstrate an affordable, climate-resilient and financially sustainable lifeline water service, using DWASA's special tariff for LIC customers, disability-inclusive access, safe water treatment, loT-enabled monitoring, cashless user management and a cross-subsidy social business model.

1. Objectives, Purpose, and Expected Results Overall Objective:

To establish a climate-resilient, child-friendly, disability-inclusive and financially sustainable Water ATM service model that provides affordable safe drinking water to low-income communities in Koraii slum and generates evidence for potential replication in other complex urban settlements in Dhaka, while contributing to improved public health outcomes and reduced exposure to waterborne diseases among children and vulnerable populations.

Specific Objectives

1. Install two Water ATM booths which is child-friendly and disability-inclusive in accessible locations within Korail, prioritizing Mosharraf Bazar and Jamai Bazar adjacent to Ershad School playground with appropriate water treatment technology and dispensing system.
2. Establish detailed water quality testing protocol for treated and dispensed water and monitoring database for health-related parameters and drinking water safety compliance.
3. Develop a cloud-based backend using Global System for Mobile Communications (GSM) or cellular connectivity for real-time dispense logs, transaction records, card balance management, customer profiles, machine status, revenue visibility and dashboard reporting.
4. Establish a self-sustaining social business model with a cross-subsidy structure that keeps water affordable for low-income and vulnerable users while supporting O&M cost recovery.
5. Strengthen community awareness, demand creation, user registration and local accountability through sustained mobilization and orientation activities.

Expected Results

• People living in Korail, including children, women, persons with disabilities and extremely poor households, have access to safe, affordable and reliably monitored drinking water through two inclusive Water ATM booths.
• Two Water ATM booths with two dispensers each are installed, commissioned and connected to real-time digital monitoring.
• Appropriate treatment technology is selected based on source of water quality and consistently delivers water that meets applicable drinking water quality requirements.
• A transparent Radio-Frequency Identification (RFID) or smart-card based user management and cashless recharge system is operational.
• A differentiated tariff and cross-subsidy mechanism is operational, including commercial users at WASA rate and LIC users at 30% subsidized rate, subject to final stakeholder agreement.
• A practical O&M plan, emergency protocol and social business model are established to support functionality beyond UNICEF direct support.

 

 

1. Description of Assignment

The selected agency shall be responsible for end-to-end assessment, design, procurement, installation, testing, commissioning, operation support, community engagement, business model development, and reporting. The technical proposal must include a clear Water ATM configuration diagram, treatment process flow, booth layout, ICT system architecture, O&M responsibilities, quality assurance plan, and risk mitigation measures.

1. Installation of water ATM booths

 

• Verify the two proposed sites for land availability, accessibility, security, drainage, flood risk, utilities, proximity to users, and site-specific environmental and social risks.
• Assess OWASA water sources, connection requirements, reliability, pressure, storage needs, and operational permissions, and estimate water demand based on population, user profiles, peak demand, vulnerable groups, and affordability.
• Conduct baseline and post-commissioning water-quality testing for relevant physical, chemical, and microbiological parameters, and compare results with Bangladesh standards and relevant WHO guidance.
• Select appropriate treatment technologies based on source-water quality and develop the treatment design, including process flow, equipment sizing, storage, disinfection, water balance, energy requirements, maintenance, and monitoring arrangements.
• Construct two durable Water ATM booths with hygienic dispensing points, appropriate raw/treated-water storage, flow meters, controlled dispensing systems, drainage, lighting, ventilation, and secure equipment housing.
• Provide RFID/smart-card-based dispensing, balance and transaction indicators, low-balance alerts, flow measurement, operating instructions, emergency contacts, and mechanisms for service disruption and maintenance alerts.
• Ensure flood-resilient foundations, proper drainage, safe electrical systems, vandal-resistant infrastructure, fail-safe treatment systems, and appropriate management of backwash/reject water and other operational risks.
• Ensure step-free access, ramps, handrails, non-slip surfaces, accessible dispenser heights, clear Bangla/pictorial signage, visual or voice prompts, safe lighting, seating, and user-friendly queuing arrangements.
• Consult women, caregivers, persons with disabilities, and other target users during design finalization, and establish commissioning certification, routine water-quality monitoring, maintenance schedules, spare-parts planning, and sustainable O&M arrangements.

 

 

1. Digital Platform, GSM Connectivity and Data Management

 

• Develop or configure a cloud-based backend platform connected through GSM or cellular modules for both new Korail Water ATMs and, where feasible, previously installed Water ATMs across Dhaka city, allowing aggregation and comparison of operational performance across installations.
• Capture real-time or near real-time data on litres dispensed, transaction logs, RFID card balance, recharge records, user profiles, subsidized and commercial transactions, machine status, tank level, flow meter readings, power status, water quality sensor alerts, downtime and maintenance events.
• Provide dashboard access for authorized UNICEF, DWASA and operator users, with role-based access control and clear data privacy safeguards.
• Enable automated notifications for downtime, low tank level, abnormal flow, sensor failure, maintenance due, quality alert and revenue discrepancy.
• Provide backup features, data exports in editable format, and monthly analytics on users served, litres dispensed, revenue, subsidized use, downtime, maintenance and water quality compliance.
• Ensure the digital platform includes user account management, RFID or smart-card issuance, cashless recharge tracking, and audit trail to reduce revenue leakage.

• Submit system architecture, data dictionary, user manual, administrator manual, cybersecurity and data protection approach, and source code or licensing arrangement as applicable to the contract.

 

3.3Power Supply, Energy Efficiency and Climate Resilience

 

• Assess electricity requirements for treatment, pumping, dispensing, lighting, digital devices and sensors.
• Provide safe electrical installation, surge protection, earthing, lockable control panel and clear wiring diagram.
• Explore solar backup or hybrid power options where it is feasible to reduce O&M cost and improve resilience during power interruptions and provide a brief cost-benefit assessment of proposed energy options.
• Design booth foundation, equipment placement and drainage considering waterlogging, seasonal flooding, high temperature, humidity and dust.
• Incorporate low-maintenance, energy-efficient equipment and locally available consumables to support long-term viability.

 

 

3.4Operation, Maintenance and Emergency Protocol

 

• Develop a practical O&M plan defining daily, weekly, monthly, quarterly and annual tasks for cleaning, filter replacement, sensor calibration, disinfection, tank cleaning, dispenser hygiene, dashboard review, card management, revenue reconciliation and reporting.
• Prepare standard operating procedures for operator tasks, preventive maintenance, troubleshooting, water quality incident response, service shutdown, and re-opening after corrective action.
• Maintain inventory of critical spare parts, consumables, filter media, disinfection lamps or chemicals, RFID cards, and repair tools.
• Define response time for breakdowns, escalation pathways, responsible persons, emergency contacts and documentation requirements.
• Include emergency water provision protocol during heatwaves, water quality incidents, outbreaks, disasters or other humanitarian needs, subject to stakeholder agreement.
• Hand over all drawings, manuals, warranties, licenses, test certificates and training materials to UNICEF and relevant stakeholders and ensure adequate capacity transfer to designated OWASA and community operators.

 

 

3.5Social Business Model, Tariff and Community Engagement

 

• Develop a site-specific social business plan based on user demand, affordability, source water availability, operating expenditure, staffing, maintenance, consumables, electricity, digital platform cost, depreciation and revenue projections.
• Apply the proposed cross-subsidy model with LIC users at 30% subsidized rate and commercial users at WASA rate, subject to final validation with UNICEF, OWASA and stakeholders.
• Define criteria and verification process for subsidized users, including extremely poor households, women-headed households, persons with disabilities and other vulnerable users, while protecting dignity and privacy.

• Prepare month-wise operating projection, break-even analysis, tariff sensitivity, risk mitigation and pathway to self-sustaining operation after UNICEF support, including recommended institutional arrangements for long-term ownership and oversight.
• Conduct community mobilization, safe water behavior promotion, user registration, demonstration sessions, grievance collection, affordability feedback and customer orientation.
• Create transparency measures, including publicly displayed tariffs, recharge processes, complaint numbers, water quality information, and service status.

 

4.Deliverables

The above-mentioned scope of work is expected to be fulfilled within the period provided. The following table consists of the submission time frame expected to be maintained by the agency.

 

 

 

 

 

 

 

 

1. Inception Report and Workplan

Methodology, stakeholder engagement plan, site assessment checklist, source water sampling plan, demand assessment approach, detailed timeline,

risk register, and draft technical design outline.

 

Within 1 month

 

2. Water Quality and Technical Design Package

Baseline water quality results, treatment design notes, process flow diagram, equipment sizing, source connection plan, booth layout, architectural and structural drawings, accessibility design, loT and

digital architecture, BoQ and O&M concept.

 

Within 2 months

 

3. Installation, Testing and Commissioning Report

Two Water ATM booths installed with two dispensers each, treatment system, tanks, valves, flow meters, RFID system, sensors, GSM modules, electrical works, commissioning test, water quality

certificate and completion photos.

 

Within 3 months

 

4. Digital Platform and Dashboard

Operational cloud backend, dashboard, user and card management, transaction and dispense logs, alerts, data export, user manuals, admin manuals

and training completion record.

 

Within 9 months

5. Training, Inauguration and Dissemination

Training for operators and stakeholders, inauguration support, dissemination of materials, user orientation materials, and documentation of

lessons from start-up.

 

Within 4 months

6. Community

Mobilization and Demand Creation

Awareness sessions, user registration, feedback logs,

outreach campaigns, household/user orientation, grievance process and inclusion monitoring.

Throughout 15 months

 

7. O&M, Business Model and Final Report

One-year O&M support record, water quality monitoring data, usage and revenue dashboard analytics, social business model, emergency protocol, sustainability plan and final report

covering technical and social aspects.

 

By end of 15 months

 

 

5.Reporting requirements

1. The agency shall report to the Technical Supervisor designated by UNICEF Bangladesh WASH Section and coordinate closely with OWASA local community representatives and other relevant stakeholders.

1. All reports, datasets, drawings, dashboard outputs, manuals, training materials and digital documentation developed under the assignment shall be submitted in editable and PDF formats to UNICEF and OWASA.
2. The agency shall submit concise monthly progress reports covering activities completed, issues, risk mitigation, expenditure status, water quality results, dashboard analytics and next month workplan to OWASA and UNICEF. Monthly reports shall also summarize operational performance, downtime, user uptake, subsidy utilization and corrective actions undertaken.
3. UNICEF and OWASA shall review and approve each key deliverable before payment milestone is processed.
4. The agency shall not share project data, water quality results, personal user data, drawings or outputs externally without prior UNICEF and OWASA approval.

 

1. Payment Schedule

 

 

30%

 

30%

 

Upon successful installation, testing, commissioning and submission of

completion report for two Water ATM booths.

Upon successful installation of Digital Platform and Dashboard and training completion

 

40%

Upon approval of the final report covering technical completion, water quality monitoring, digital platform performance, community engagement, social

business model, and one year of O&M support.

 

 

1. Qualification requirements of the company/institution/organization

1. Minimum eight years of comparable institutional experience in WASH, safe water supply, water treatment, water quality assessment, Water ATM installation, digital monitoring and social business model development. Experience in urban informal settlements and services for vulnerable populations will be considered an asset
2. Demonstrated experience in designing and implementing water treatment systems based on raw water quality and drinking water safety requirements.
3. Proven experience in Water ATM technology, RFID or smart-card systems, cashless recharge, cloud-based dashboards, GSM or cellular connectivity and real-time monitoring.
4. Experience in periodic water quality monitoring, laboratory coordination, interpretation of results and corrective actions for drinking water systems.
5. Experience working with government agencies, utilities, city corporations, NGOs, development partners and low-income urban communities in Bangladesh or comparable contexts.
6. Ability to develop a practical O&M plan, emergency protocol, training module, operator guidance and sustainability plan.
7. Capacity to mobilize low-income communities, build user demand, ensure transparent operations and protect access for vulnerable groups.
8. Capability to manage technical, financial, community and digital components within the agreed timeline.
9. Relevant organizational policies for safeguarding and protection from sexual exploitation and abuse of affected populations.

1. The agency should not subcontract core responsibilities without UNICEF approval. Joint venture arrangements with relevant expert agencies may be considered if clearly justified in the proposal.

 

 

 

1. Indicative Key Experts

 

 

Team Leader/ WASH and

Water Supply Specialist Water Treatment/ Water Quality Specialist Mechanical/ Electrical Engineer

Civil/ Structural Engineer or Architect

ICT / loT and Dashboard Specialist

Social Business/ Financial Analyst

Community Mobilization and Inclusion Specialist

 

Overall management, utility coordination, quality assurance,

technical integration, reporting and stakeholder engagement. Source assessment, laboratory plan, treatment design, commissioning, water quality monitoring and corrective actions. Pumps, valves, flow meters, power system, control panel, treatment equipment, dispenser integration and safety.

Booth layout, foundation, drainage, accessibility, structural safety and drawings.

GSM connectivity, sensors, RFID system, backend dashboard, data security, alerts and platform documentation.

Tariff, cross-subsidy, O&M costing, break-even analysis, revenue management and sustainability plan.

User registration, behaviour promotion, disability inclusion, grievance management and community feedback.

 

 

 

1. Evaluation Process and Method

Evaluation CRITERIA FOR TECHNICAL PROPOSAL

 

 

 

 

 

 

 

Overall Response

Understanding of UNICEF requirements; completeness of response; alignment with purpose, scope and expected

results.

 

5

 

 

Technical Approach and Methodology

Quality of methodology (3) Site assessment Method (2) Treatment Procedure (3)

Detailed timeline (2)

Risk management (2)

QA/QC and implementation approach. (3)

 

 

15

 

 

Technical Soundness of Water ATM Design

Water treatment design (5) Process flow (2)

Booth configuration (5)

Dispensing system (2)

Water storage (2)

Hydraulic/electrical design (2)

Commissioning plan and water safety controls (2)

 

 

 

20

Inclusive and Climate-Resilient Design

Child-friendly and disability-inclusive access, structural

safety, flood/waterlogging resilience, user interface and safe public-facing design.

 

5

Digital Platform and loT System

GSM connectivity, sensors, RFID/cashless recharge, dashboard, transaction logs, alerts, data security,

reporting and scalability to other Water ATMs.

 

15