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ENGAGEMENT OF CONSULTANCY FIRM FOR THE UPGRADE, EXPANSION AND TECHNOLOGY ENHANCEMENT OF SERVICES AT THE NATIONAL CALL CENTRE ON HIV/AIDS AND RELATED DISEASES (NCCH)

                                                                                                                               

NATIONAL AGENCY FOR THE CONTROL OF AIDS (NACA)

 

REQUEST FOR PROPOSAL

 ENGAGEMENT OF CONSULTANCY FIRM FOR THE UPGRADE, EXPANSION AND TECHNOLOGY ENHANCEMENT OF SERVICES AT THE NATIONAL CALL CENTRE ON HIV/AIDS AND RELATED DISEASES (NCCH)

Introduction

The National Agency for the Control of AIDS (NACA), in collaboration with the Business for Health Access (BHA) is seeking a qualified private sector organisation to support the upgrade and technology enhancement of the National Call Centre on HIV/AIDS and Related Diseases (NCCH). The NCCH was officially commissioned in June 2012 to receive calls, provide information and link clients to service delivery points for HIV/AIDS, and other related diseases in Nigeria. The Nigeria Communications Commission (NCC) assigned a short code ‘6222’ to the NCCH to facilitate seamless and sustainable access across all networks in the country. The NCCH has remained a viable channel through which information on HIV/AIDS and related diseases is disseminated to callers in a timely and efficient manner.

Over the years, the centre receives an average of 7,924 calls monthly, prevention and treatment interactions 62%, HIV-related consultations 30% and enquiries on other related diseases 8%. The centre receives high volume of calls during call centre-focused demand creation activities, World AIDS Day commemoration and emerging disease outbreaks. The channel of communication in the centre between callers and agents/counsellors is via inbound mobile phone calls and interactive voice response (IVR) systems in its operations. The centre is currently not equipped to make outbound calls but can only receive calls. Also, calls cannot be received by agents outside working hours (9 am – 5 pm) and during holidays except on IVR.

NACA is committed to reducing new HIV infections by strengthening knowledge, awareness, and uptake of HIV prevention services across the general population, with tailored messaging for key and vulnerable groups. To advance this goal, Federal Ministry of Health and NACA seek to collaborate with private sector organisation to modernize the NCCH to improve accessibility, responsiveness, and effectiveness in meeting evolving client needs.

This call for proposals focuses on the project’s first year (2026), which will test the operational viability and potential health impact of a strengthened NCCH–private sector partnership model before broader scale-up.

In 2026, the NCCH modernization activity will prioritize improving the conversion pathway from call inquiry to confirmed service uptake for:

  • HIV Testing Services (HTS)
  • Oral PrEP
  • New prevention technologies, including CAB-LA and Lenacapavir

One of the objectives of the NCCH upgrade is to establish and measure a functioning call-to-service within a defined geography or priority population segment.

Through this public-private partnership, NACA and BHA aim to leverage private sector expertise in telecommunications, digital technology, customer experience, behavioral science, and service delivery to strengthen the NCCH as a modern, efficient, and client-centered national platform.

This RFP invites qualified private sector organizations to submit proposals outlining their technical and operational expertise to support the upgrade, enhancement, and sustainability of the NCCH.

Objective of the RFP

The objective of this RFP is to identify and engage private sector partner(s) with the technical expertise, infrastructure, and innovation capacity to support:

  • Outbound call activation and follow-up systems
  • CRM deployment for referral tracking
  • Improvement of service quality, accessibility, and responsiveness
  • AI tools focused on triage and FAQ automation
  • Dashboard development for performance monitoring
  • Conversion optimization
  • Capacity building for call centre staff

Improve clients’ access to NCCH services through intelligent call routing and AI-powered virtual agents. Year 1 will focus on:

  • Selected high-burden states or priority urban areas
  • A defined high-risk population segment

Scope of Work

The selected private sector partner(s) will work closely with NACA, BHA, and relevant stakeholders to support the following key areas:

Technology Upgrades with Direct Service Impact
  1. Activate outbound calling capacity
    1. Follow-up calls for referred clients
    2. Missed-call protocols
  2. Deploy CRM system for:
    1. Risk assessment recording
    2. Referral issuance tracking
    3. Follow-up documentation
    4. Service uptake verification
  3. Implement limited AI integration focused on:
    1. Risk assessment triage support
    2. FAQ automation (to reduce routine burden)
    3. Referral tracking analytics

The partner will help operationalize and measure:

  • Calls received
  • Risk assessed
  • Referral issued
  • Follow-up conducted
  • Service uptake confirmed and
  • Institute a metric tracking for monitoring the performance of the NCCH.

 Interoperability

Proposed solutions should prioritize interoperability and use of open standards where feasible. Any custom-developed tools, configurations, workflows, or dashboards developed specifically under this engagement shall be documented and made available to NACA for future replication and scale. Where feasible, partners are encouraged to align with principles of open digital ecosystems and scalable digital public infrastructure.

Expected Deliverables

The selected partner will be expected to deliver:

  • Pilot implementation of enhanced NCCH services, including extended service hours and improved accessibility, within a defined priority geography or population segment. To include the following:
    • System design and implementation plan
    • CRM configured for referral and outcome tracking
    • AI-supported triage/FAQ tool
    • Outbound follow-up system activated
    • Live performance dashboard
    • Training sessions for call center agents and supervisors
  • Baseline assessment report outlining the call center’s current state and recommended upgrades to be implemented within the specified timeframe
  • Periodic progress reports
  • Identify opportunities to link the NCCH platform to existing or planned communication and outreach initiatives
  • Final evaluation report documenting:
    • Conversion improvements and the specific changes implemented
    • Cost per uptake
    • Operational lessons
    • Scale-up recommendations

CONSULTANT QUALIFICATIONS

A private organization acting as a technical vendor for the NCCH digital enhancement must possess various high-level technical expertise in public health, specialized knowledge in HIV and related diseases, and competence in operationalizing digital/telehealth and hotline services, data privacy, counseling protocols, and monitoring and evaluation/dashboard development. Other specific qualifications are:

1. Technical Expertise in Telehealth and Client-Centered Health Service Delivery

  • Knowledge of Telehealth Standards and Guidelines: Demonstrated understanding of national and international standards governing telemedicine and remote health service delivery, including regulatory requirements, ethical guidelines, data privacy, and informed consent.
  • Core Technical Expertise: proven expertise in telecommunications, digital platforms, or call center operations, including service delivery optimization with a focus on Artificial Intelligence solution deployment.
  • Experience Serving Diverse Client Populations: Demonstrated experience designing and delivering client-centered remote services with sensitivity to cultural and social contexts.
  1. Operational & NCCH Management
  • Telehealth/Hotline Expertise: Experience in designing, implementing, and managing call centres, virtual outreach, or telehealth platforms.
  • Protocol Development: Proven ability to develop Standard Operating Procedures (SOPs) for call handling, referral linkages to care, and crisis management.
  • Proficiency in Information Technology, including Electronic Health Records (EHR), database management, and MS Office Suite.
  • Experience in collecting, managing, and reporting both quantitative and qualitative data. 
  1. Compliance and Ethical Standards
  • Data Protection: Knowledge and Compliance to Nigeria regulatory requirements regarding patient confidentiality and data security.
  1. Strategic and Analytical Skills
  • Monitoring & Evaluation (M&E): Strong M&E skills to track performance indicators, such as call volume, referral uptake, and patient outcomes.
  • Reporting & Analysis: Proven ability to produce monthly/quarterly reports and analyze trends for quality assurance.
  • Stakeholder Management: Experience in liaising with governmental bodies, Global Fund, PEPFAR agencies, and other NGOs. 
  1. Personnel Qualifications

The organization should have personnel with the following:

  • Education: At least a degree or equivalent experience in Solution Architecture, Software Engineering (with telephony expertise), Quality Assurance Engineering, Project Management, Data Engineering, and Machine Learning Engineering.

 

  1. Organizational Requirements
  • Track Record: Documented evidence of previous, similar assignments (e.g., engagement letters, Job completion certificates, references).
  • Grant Management: Familiarity with receiving grant funding and managing grant funds.

Technical Schedule

S/N

Main Activity

Sub-Activity

Specifications

Qty.

Freq.

1

Integration and deployment of AI in NCCH operations.

Integration and deployment of AI in NCCH operations.

Enabling AI features in all NCCH infrastructure,

12

1

Enabling outbound calls and remote agent operations at the NCCH.

Enabling Secure VoIP with robust remote access protocol, SIP Trucking and Gateway Configuration, Caller ID Management Enabled, Softphone integration/deployment on NCCH Call Agents computers/remote mobile devices. cloud based collaboration

12

1

Annual Telephony/call centre application licence for 16sim calls enterprise v20.

3CX v20(16 simultaneous calls) Licence, Microsoft 365 integration

12

1

Upgrade of existing Desktops to latest Windows

Window 11 professional licences

12

1

Licence configuration on telephony server linking and activation fee (Licence connection on client solution server to online OEM Licence Validation Server).

Telephony Server Licence Configuration, Linking and Activation, Client Solution Server to OEM Validation Fees

12

1
 

 

 

    

2

Training/capacity building of NCCH staff/agents/counselors

Capacity building workshop for call agents (2 Batches)

Workshop overview, Core Curriculum Modules

(Technical Systems and Telephony,

Platform Navigation: Mastering the telephony server interface, CRM Integration and ticketing systems.

Remote operations, Security and Data Privacy 

6

2
   

 

    

3

Conduct demand generation & awareness campaigns

Social Media isplay Adverts

Social Media and Digital Display adverts

1

1

Advert & Media Campaign on Traditional Media

Digital Billboards, Print Media, Signage

1

1
   

 

    

4

Development of specific NCCH M&E tools for data capturing and tracking

Development of dashboards and analytics, including referral tracking

Technical Architecture and Data Integration,

(unique identifier UID, Source Attribution, Status Mapping, core analytics and KPIs)

1

1

TA for M&E Tools Development for 20days

Desk review, Tools Drafting, Stakeholder Validation, Field Pilot, Finalization

12

20

 

 

GENERAL ELIGIBILITY REQUIREMENT

  1. Evidence of Certificate of Incorporation issued by the Corporate Affairs Commission (CAC) including Form CAC1 or CAC2 and CAC7;
  2. Evidence of Company’s Income Tax Clearance Certificate for the last three (3) years 2023,2024,2025 valid till 31st December, 2026 or equivalent;
  3. Evidence of Pension Clearance Certificate valid till 31st December, 2026 (for Nationals);
  4. Evidence of Industrial Training Fund (ITF) Compliance Certificate valid till 31st December, 2026 (for Nationals);
  5. Evidence of Nigeria Social Insurance Trust Fund (NSITF) Clearance Certificate valid till 31st December, 2026 (for Nationals);
  6. Verifiable documentary evidence of at least three (3) similar jobs (in size, nature & complexity) executed in the last five (5) years including Letters of Awards, Job Completion Certificates, Photographs, etc;
  7. Sworn Affidavit:
    • disclosing whether or not any officer of the relevant committees of the National Agency for the Control of AIDS or the Bureau of Public Procurement is a former or present Director, shareholder or has any pecuniary interest in the bidder and to confirm that all information presented in its bid are true and correct in all particulars;
    • that no Director has been convicted in any Country for any criminal offence relating to fraud or financial impropriety or criminal misrepresentation or falsification of facts relating to any matter;
    • that the Company is not in receivership, the subject of any form of insolvency or bankruptcy proceedings or the subject of any form of winding up petition or proceedings;

8. Company’s Audited Accounts for the last three (3) years – 2023, 2024 & 2025;

9. Reference Letter from a reputable Commercial Bank in Nigeria, indicating willingness to provide credit facility for the execution of the project if awarded (the letter should be addressed to NACA and must be dated within this advert period) (for Nationals);

10. Detailed company Profile indicating addresses of business place and phone number, etc;

11. Any other relevant information.

GUIDELINE FOR SUBMISSION AND OPENING OF PROPOSAL

The technical and financial proposal must be submitted in two (2) files (Technical and Financial) and send to the emails below:

Deadline for Submission: The deadline for the submission of proposal should not be later than Friday 22nd May, 2026 by 12 noon. The submission(s) received will be opened immediately after closing at NACA Conference Room in the presence of consultants that choose to attend.

COLLECTION OF REQUESTS FOR PROPOSAL (RFP) DOCUMENT

The Request for Proposal (RFP) can be downloaded from this link;

https://naca.gov.ng/wp-content/uploads/2026/05/BCA-RFP-Call-Center.pdf

ADDRESS FOR INFORMATION OF PROPOSAL

Attention:

Head Procurement

National Agency for the Control of AIDS (NACA) 

Ground Floor Room 1.0

No. 3 Zinguinchor Street, Beside AEDC Office, Wuse zone 4, Abuja

OR

Ishaya Dawha: [email protected]

Esther Abodunrin: [email protected]

Desmond Aso: [email protected]

Dr. Tolulope Adebisi: [email protected]

Adaobi Olisa: [email protected]

NOTES/DISCLAIMER

  1. Late submissions will not be accepted.
  2. NACA shall verify any or all documents and claims made by applicants and will disqualify consultants with falsified documents and claims.
  3. If it is determined that submitted documents and claims have been falsified, the consultant may face prosecution in a court of Law.
  4. NACA shall not be held responsible for any disqualified proposal as a result of any omission or deletion relating to the submission guidelines.
  5. This advertisement shall not be construe a contract to any Consultant, nor shall it entitle any Consultant submitting documents to claim any indemnity from NACA.
  6. NACA is not bound to shortlist any Consultant, and reserves the right to annul the bidding process at any time without incurring any liabilities or providing reason.

Signed

Management.

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