LRFP - 2018 - 9141117 - Developing a Facebook Chatbot

TERMS OF REFERENCE FOR SERVICE CONTRACTING

Assignment: Develop a Facebook chatbot

Location: Amman/ Jordan

Duration: 3 months

Reporting to: UNICEF Education Specialist

1. JUSTIFICATION/BACKGROUND

    

The Hashemite Kingdom of Jordan has been repeatedly impacted by humanitarian crises on its borders. In total, Jordan now hosts 2.8 million refugees, including 657,628 registered Syrian refugees[1] (of whom 232,988 are school aged (5-17 years old), and over 2.1 million long-staying registered Palestinian refugees. Since the start of the Syrian refugee crisis, UNICEF and the international community have coordinated to improve the situation of Syrian refugee children in Jordan. A major focus of the UNICEF programme in Jordan and the region is to realise children’s basic right to access education.

Since 2014, UNICEF has been implementing the Learning for All (L4A) campaign in close coordination with the Ministry of Education (MoE). The campaign aims to support enrolment of children in public schools and in certified non-formal education opportunities in host communities and camps. The campaign is focused on raising public awareness and mobilizing community members including families, parents and children - especially those hardest to reach - to enrol children in formal education. Rolled out through multiple media channels and door-to-door outreach, the campaign encourages all children, regardless of nationality or status, to register at their local school or education field directorate. This year, UNICEF Jordan is working towards transitioning to the Ministry of Education, while focusing on retention and exploring innovative ways to increase awareness around the importance of education, and one of the ways it aims to do this is through a Facebook chatbot.

1. OBJECTIVE AND TARGETS

   UNICEF Jordan is looking to create a Facebook chatbot to support its annual L4A awareness campaign. The primary function of the chatbot will be to first and foremost promote school enrolment for children and when applicable, refer parents/caregivers to resources based on the enrolment challenges they’re currently facing. In doing so, UNICEF Jordan aims to collect data on enrolled children by governorates across the country and the main challenges parents/caregivers cite when enrolling their children in learning programs, whether that be economic or logistic barriers. 

UNICEF Jordan Country Office is looking to enter into an agreement with a software development company to support in data cleaning and developing support in hosting the chatbot under UNICEF servers for one month as a pilot.

1. SCOPE OF THE WORK (WORK ASSIGNMENT)

   Clean and consolidate Education data sheets into one master sheet that has all the required information per school/centre (name, number, GPS coordinates, region, etc.)

1. Develop the Facebook chatbot in English and Arabic and host it on company’s server for one month
2. Incorporate user feedback to revise the chatbot two times
3. Advise on the way forward following the piloting phase.

1. Technical specifications:

• Fully managed solution, UNICEF ICT have access to change workflow add/remove questions as needed.
• The chat conversation log must be stored in an opensource database hosted in UNICEF servers.
• Data can be easily retrieved from the system by UNICEF Admin .
• Vendor must specify the minimum requirements for the server in terms of software and hardware.

   

1. EXPECTED DELIVERABLES

    

• Master sheet that has all related Education data information in one consolidated sheet
• Full version of the chatbot in Arabic and English
• Final version of the chatbot after incorporating user feedback

1. UNICEF roles and responsibilities

   UNICEF in collaboration with the service provider will:

• Assign a programmatic focal point for the program.
• Assign an information technology focal point
• Provide support towards developing the action plan
• Coordinate the implementation of the action plan activities
• Provide input into the development of the online materials
• Coordinate on all the visibility activities under this agreement

1. Visibility

   UNICEF stands ready to work alongside the service provider to implement visibility activities, including press releases, social media updates, publication of human interest stories, and installation of signs at the sites.

2. Intellectual Property Rights

   UNICEF reserves the right to full ownership and intellectual property rights of the online materials developed under this agreement as well as of the software license.

   The service provider may not use the materials during implementation and after termination of the agreement for purposes beyond what is stipulated in this agreement without the written approval of UNICEF.

   The service provider may not grant permission to any third party to use the materials after the termination of this agreement without the written approval of UNICEF.

3. Payment schedule:

• Master sheet that has all related Education data information in one consolidated sheet: 50%
• Finalization of the chatbot in English and Arabic: 50%

1. PERFORMANCE INDICATORS FOR EVALUATION OF RESULTS

Successful completion of deliverables specified above in a quality manner and within the timeframe.

1. FREQUENCY OF PERFORMANCE REVIEWS

   Frequent feedback will be provided to the service provider on the quality and the timely submission of deliverables as necessary.

2. UNICEF RECOURSE IN CASE OF UNSATISFACTORY PERFORMANCE

If the service provider will be unable to deliver the work by the delivery date stipulated in the agreement, the service provider shall immediately consult with UNICEF to determine the most expeditious means for delivering the work and use an expedited means of delivery, at the service provider’s cost, if reasonably so requested by UNICEF.

In the event of late completion of any of the deliverables indicated under the agreement, or for deliverables which do not meet UNICEF’s requirements and are therefore rejected by UNICEF. UNICEF reserves the right to withhold payment, in part or in full.

12. INDICATION THAT THE SERVICE PROVIDER HAS RECEIVED A COPY OF THIS DOCUMENT OR. ALTERNATIVELY, AN EXPERT OF RELEVANT PROVISIONS INCLUDING THOSE CONCERNING LEGAL STATUS, OBLIGATIONS AND TITLE RIGHTS.

13. CONDITIONS

The service provider will use its own office resources and materials in the execution of this assignment. The service provider’s fee shall be inclusive of all costs.