3.0. CONSULTANCY OBJECTIVES

The overall objective of this consultancy is to strengthen and improve NPA’s capacity to be accountable to the people we serve and the partners we work with through development of a functional and context-specific CRM system, policy and implementation guidelines. The specific objectives are:

1. To identify gaps in NPA’s current CRM practices.
2. To develop a needs-based and context-specific CRM policy including a framework, tools and Standard Operating Procedures (SOP’s) that NPA will use in operationalizing the CRM system.
3. To develop a formalized system and process of soliciting, receiving, processing and responding to the feedback and complaints received from the people we serve and the partners we work with.
4. To support NPA in rolling out the CRM policy by training NPA staff in Juba and across all the field offices on the CRM policy, system and the relevant implementation tools.
5. To provide concrete recommendations to NPA on the staffing and financial requirements needed to ensure that the CRM remains fully operational after the roll-out phase.