The objective of the assignment is to identify (MSME) clients’ needs on financial services and loan products provided by financial institutions, on the lending process (from submission of application to the disbursement of loans) and procedures, as well as on revealing gaps and unmet needs for further technical assistance and development of demand-oriented financial services.
Activities - Development and suggestion of a survey methodology and approach to be applied for the survey together with DSIK and the respective partner financial institutions, ensuring the privacy and confidentiality of the collected data; - Identification of the objective criteria for the assessment of the clients’ needs - Assessment of the clients’ satisfaction with current offers and quality of financial services and products, including cooperation and communication with loan officers during the whole lending cycle, as well as the cooperation in case of delays and difficulties with loan repayments, identification of weaknesses and gaps, collection of suggestions on improvements; - Revealing clients’ needs on improvement of current types of financial products and customer services, as well as unmet needs and demand of new products; - Identification of the most important factors in decision-making processes of choosing financial institutions; assessment of the access of MSME clients to financial services and products; - Analysis and presentation of main findings and conclusions from the assessment regarding the improvements and developments that need to be made based on clients’ needs; - Development of survey templates to be re-used in the future by the financial institutions themselves on regular basis as feedback tool for improvement of business processes, - Provision of the collected data upon request during the survey, inception and final reports
A service contract will be concluded between DSIK and the contractor responsible for the delivery of the assignment/ outputs mentioned above, within the agreed time frame. DSIK as well as its partner financial institutions shall provide necessary support to the contractor to execute the assignment. Travel and other costs necessary to deliver the outputs should be covered by the contractor and be part of the financial proposal. Payment shall be made in tranches defined in the service contract upon delivery of the agreed outputs confirmed via act of acceptance. The budget submitted in the financial proposal shall be including VAT. Selection of the contractor will be made according to the following criteria: - Quality of the proposed methodology and approach, including data collection methods, analysis and interpretation, delegation of work and timeline, assurance of data quality, privacy, and confidentiality (max 25 points) - Expertise of the assigned project manager with at least 5 years proven practical experience in a similar professional roles, proven experience in similar works (max 18 points) - Involvement of team members and interviewers with expertise in carrying out needs assessment for MSME clients of financial institutions or in the financial sector (max 17 points) - Experience in quantitative and qualitative data collection, analysis and interpretation of results, familiarity with different tools and programs (max 20 points)
ПРОЦЕДУРА ПОДАЧИ ЗАЯВОК
The concept is to be coordinated with the project management, the team of DSIK Armenia and the responsible person for this assignment from the partner financial institutions before the assignment begins throughout the entire assignment period. Communication and all materials, documents or deliverables developed during the assignment shall be in English and Armenian language, unless not confirmed else by DSIK. The assignment is to be documented in a final report. Please send proposals to: email@example.com Contact person Ms. Avetisyan +374 60 707474
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The German Federal Ministry for Economic Cooperation and Development (BMZ) has commissioned German Sparkassenstiftung for International Cooperation (DSIK) with the implementation of the project “Socio-ecological transformation of the rural MSME sector and sustainable financial services in Armenia, Georgia, Tajikistan and Ukraine”. DSIK aims to strengthen the economic participation of people in rural regions of project countries, in line with sustainable resource use, through adequate financial services and thus to contribute to improving life prospects in rural areas and to increasing resilience to external influences. Moreover, the project objective is to improve access to a sustainable financial market for the population and MSMEs in rural regions, enhance entrepreneurial skills of the dedicated target group and to strengthen the sustainable use of demand-oriented financial services.