Terms of Reference (ToR) for Developing a Complaints Tracking System for Freedom of Expression (FoE)
Terms of Reference (ToR) for Developing a Complaints Tracking System for Freedom of Expression (FoE)
1. Background
The American Bar Association Rule of Law Initiative (ABA ROLI) and the Centre for Policy Alternatives (CPA) are seeking a qualified company to design, develop, and operationalize a secure database to monitor the status of Freedom of Expression (FoE)-related complaints filed in Sri Lanka.
The absence of a transparent mechanism for tracking these complaints hinders accountability and redress for marginalized communities. This initiative aims to provide a centralized system that categorizes and monitors complaints while enhancing transparency and advocacy efforts. It will also empower youth and civil society actors (CSAs) with the skills and tools needed to analyze and manage complaints data effectively.
2. Scope of Work
The selected company will be responsible for:
Designing a secure, user-friendly system for tracking complaints while ensuring confidentiality and scalability.
Developing functionalities for categorizing complaints by type, location, and affected groups, and tracking their status (e.g., delays, resolutions).
Integrating reporting tools for generating actionable insights.
Collaborating with CSAs to collect and integrate complaints data from national commissions and other sources.
Ensuring the system facilitates effective communication and data collection across Sinhala, Tamil, and English, enabling meaningful engagement with all stakeholders.
Providing training sessions for CSAs and CPA members on system use, secure data management, and analysis.
Preparing detailed documentation, including system guides for sustainable management and eventual handover to a youth-led CSO.
Offering ongoing mentorship to ensure effective system utilization.
Supporting advocacy efforts by providing system outputs to inform discussions on FoE challenges and reforms.
3. Key Deliverables
Deliverable | Description | Anticipated Deadline |
System Design and Development | Design and develop a secure complaint tracking system with categorization and reporting functionalities. | 3 months from contract signature |
Data Integration | Collaborate with CSAs to gather and integrate relevant data into the system. | 4 months from contract signature |
Capacity Building | Complete training sessions for CSAs and CPA members on system management and analysis. | 6 months from contract signature |
Advocacy Support | Provide system outputs to support advocacy discussions and policy recommendations. | 8 months from contract signature |
Sustainability and Handover | Prepare detailed documentation and user guides for system handover to a local CSO. | 10 months from contract signature |
Final Report | Submit a comprehensive report summarizing system development, training outcomes, and recommendations. | 12 months from contract signature |
4. Key Qualifications and Experience for the Company
Proven experience in designing and developing complaint tracking systems or similar tools.
Expertise in data privacy, security standards, and scalable system design.
Demonstrated ability to provide training and capacity-building services.
Familiarity with FoE advocacy and rights-related complaints filing processes in Sri Lanka or comparable contexts.
Capacity to engage effectively and gather data in Sinhala, Tamil, and English.
Strong collaboration skills with diverse stakeholders.
5. Duration
The proposed contract duration is 12 months, starting from the date of the contract signature.
6. Fees and Payment Schedule
The fees will cover system development, data integration, training, and post-implementation support. Payments will be released as follows:
Payment Phase | Percentage of Contract Value | Trigger |
First Installment | 40% | Completion of system design and plan for data integration |
Second Installment | 30% | Completion of capacity-building sessions and completion of data integration. |
Final Installment | 30% | Complete system launch and hand over, and submission of final report. |
7. Selection Criteria
The following criteria will be applied to evaluate all complete applications:
Criteria | Points / 100 | Points Awarded |
Company Experience: Proven track record in developing similar systems. | 30 | |
Skills and Expertise: Demonstrated expertise in data privacy, security, and capacity-building capabilities. | 20 | |
Knowledge: Familiarity with FoE advocacy, national commission processes, and local contexts. | 15 | |
Proposal: Quality, feasibility, and innovation of the proposed approach. | 15 | |
Capacity: Ability to engage effectively in Sinhala, Tamil, and English. | 10 | |
Cost competitiveness of proposed fee | 10 |
8. Application Process
Interested companies should submit:
A cover letter (maximum 2 pages) summarizing the company’s qualifications and experience.
A detailed proposal (maximum 3 pages) outlining the approach, timeline, cost estimate, and scope of work.
A company profile or portfolio demonstrating relevant past experience.
A quotation and breakdown of costs.
Evidence of capability to engage effectively in Sinhala, Tamil, and English.
At least two references for similar work.
All applications should be sent via email including the above information, addressed to [email protected] with the email subject line “Application: Complaints Tracking System Consultant”. The deadline for receipt of all proposals is 4 PM, Colombo time, on 15 th January, 2025.