Provision of Call Center as a Service

Rwanda Information Society Authority (RISA) · IT & Software · Rwanda

Overview

This tender is for the provision of Call Center as a Service to enhance citizen engagement and improve service delivery as part of the Rwanda Digital Acceleration Project.

Procuring entity: Rwanda Information Society Authority (RISA)
Category: IT & Software
Procurement method: open
Location: Rwanda
Published: 01 Nov 2026, 11:54 CAT

Scope of work

Background

The Government of Rwanda has received funding from the World Bank and Asian Infrastructure Investment Bank for the Rwanda Digital Acceleration Project, which aims to increase access to digital public services and strengthen the digital innovation ecosystem.

Objectives

To provide an omnichannel Contact Centre as a Service (CCaaS) to improve citizen engagement and service delivery.

Scope details

The successful bidder will provide a cloud-based contact center solution that supports multiple communication channels, including voice, SMS, and social media. The service must integrate with the existing Single Digital Identity (SDID) system and comply with data protection regulations. The contract is for one year, re…

Submission requirements

Submission language: English
Bid validity: 120 days
Bid security: Required (Bank guarantee)
Scope: National
Joint venture: Allowed

Eligibility

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Documents to submit with a bid

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Bill of quantities

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Documents

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Evaluation

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Other details

Tender method: National Competitive Bidding
Simplified procedure: No
Post-qualification: Yes
Local preference: No
Examination type(s): Preliminary Examination, Administrative Examination

Terms and conditions

The contract will be governed by the laws of Rwanda and will include provisions for performance security, liquidated damages, and compliance with anti-corruption guidelines.

History

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