Ethiopian Center for Disability and Development (ECDD)
Ethiopian Center for Disability and Development (ECDD) is an Ethiopian Development Organization established in 2005 and reregistered by the Agency for Civil Society Organizations as an Ethiopian Development Organization with a Certificate № 0321 under the Proclamation № 1113/2019. ECDD is working with other organizations to promote and facilitate the inclusion of persons with disabilities and disability issues in mainstream service delivery and development programs envisioning an Inclusive Ethiopia where persons with disabilities exercise the same rights and have access to the same services and opportunities enjoyed by other citizens.
With the financial support of GIZ, ECDD is implementing a Livelihood project titled “I-BPO: Upskilling and Employing Persons with Disabilities through an Inclusive BPO Ecosystem in Ethiopia.” This project aims to realize a functioning disability-inclusive BPO ecosystem to be modeled where persons with disabilities are equipped with foundational skills, employers are committed to disability inclusion, and national institutions are aligned to sustain and expand opportunities.
As part of its commitment to using digital solutions to improve access to information and services for persons with disabilities, ECDD has developed and deployed MINCH Multimedia telephone platform and mobile application to provide disability-related information. The platform is accessible via toll-free number 6768 and through the mobile app, which disseminates short videos and audio content with sign language and captions. Through MINCH, persons with disabilities, their families, caregivers and service providers access thematic audio content on disability rights, health, education and livelihoods, and may record questions which are answered asynchronously by ECDD responders through the Help Desk module. The asynchronous Help Desk has proved valuable but has an inherent limitation: a caller with an urgent or complex question must record it and wait for a recorded reply. Callers frequently need to speak to a person, ask follow-up questions and be guided in real time.
As part of the I-BPO Project, ECDD intends to add a live agent call center capability to the existing MINCH platform so that a caller may be connected directly to the expert during service hours.
ECDD therefore invites qualified and experienced technology companies to submit proposals for the design, development, integration, deployment and support of a live agent call center capability for the MINCH 6768 Platform. The assignment will ensure that persons with disabilities can connect directly with thematic agents in real time, strengthening access to information, advocacy, and inclusive service delivery.
2. Objectives
General Objective
Design, develop, deploy, and commission a live agent call center within the MINCH 6768 platform, enabling callers to connect directly to thematic agents during service hours, with all conversations recorded.
Specific Objectives
3. Scope of Work
The service provider shall deliver:
Key Deliverables
The selected company is expected to deliver:
4. Implementation Approach & Duration
The assignment shall be completed within six (6) weeks from contract effectiveness, covering inception, voice content production, IVR/routing, queueing, recording/reporting, and testing/go-live phases. The bidder should provide a detailed implementation schedule indicating key milestones, deliverables, and expected completion dates.
5. Institutional Arrangements
ECDD Responsibilities:
Service Provider Responsibilities:
How to apply
Apply in person at the company office with your CV and supporting documents.