Terms of Reference (ToR)
Development, Implementation and Certification of Jhenaidah Paurashava against International Standard of Quality Management System ISO 9001:2015 for Faecal Sludge Management (FSM) services

1. Introduction
SNV Netherlands Development Organisation is a not-for-profit development organisation working in the sectors of WASH, Agriculture and Energy through providing advisory services, facilitating knowledge development, networking, strengthening local capacity builders, and carrying out advocacy at national and international levels. Founded in 1965, SNV has built a long term local presence in countries of Africa, Asia, and Latin America. For more information, please refer to our website: www.snv.org

SNV is implementing a program City Wide Inclusive Sanitation Engagement (CWISE) in Southern Bangladesh under the leadership of Local Government Authorities (City Corporations and Municipalities). Over the past 5 years, the program has successfully developed a multi stakeholder coordination mechanism at the local level under the leadership of Local Government Institutions, bringing together local authorities, utility, national agencies, universities, private sector and civil society around urban sanitation. The main objective of the project is to demonstrate a city-wide, pro-poor, accountable, safe and sustainable faecal sludge management services for the urban context in Bangladesh, showing improvement in the living environment and contributing to the health and well-being of the urban population.

The CWISE program is being implemented in 5 Southern cities (Khulna, Jhenaidah, Kushtia, Jashore and Benapole) and Gazipur in Bangladesh. SNV aims to support Local Authorities in Khulna (Khulna City Corporation and Khulna Water Supply and Sewerage Authority) along with Gazipur City Corporation, Jhenaidah, Kushtia, Jashore and Benapole Paurashavas to address service delivery challenges in Faecal Sludge Management (FSM) and advance the development of the sector as a whole, through strategic engagement with Government Agencies (sector Ministry, relevant Departments and their service delivery channels at sub-national level) and partnering with other experienced civil society and private sector organisations working in the sector. The project partners aim to facilitate a decisive shift in sector thinking, culture and practice through close alignment with respected sector agencies and working collectively with government and local partners to address underlying systemic sector issues that limit sector development. The project consists of 6 major components: 1) Sanitation demand creation and behavioural change communication; 2) Strengthening sanitation supply chain development; 3) Improving WASH Governance and multi-stakeholder sector development; 4) Sustainable Finance and Investment; 5) Introducing environmentally safe treatment and re-use technologies; and 6)  Processing documentation for future learning and replication of the interventions in other areas in need.

2. Background and Rationale
Jhenaidah Paurashava (JPS) is one of the programme areas of CWISE project. JPS is type “A” Municipality with an area of 32 sq. km having a population of 157,822 with a density of 3,987 per sq. km and having 18,750 holdings (private residential 17,515, private non-residence 885, and government 350) and has no sewer network. There are 09 wards in this Paurashava. Like any other urban areas of Bangladesh, this municipal town has been facing challenges to manage the faecal sludge generated every day. In Jhenaidah, household sanitation is predominantly on-site technologies, 45% septic tanks and 48% pits, which require regular emptying. But formal emptying is rare and most of are mainly emptied manually by sweepers who often do not have capacity to transport emptied sludge to a safe or designated place for disposal. The quantity of faecal sludge generation in JPS was estimated to be approximately 58,705 m3/year and 68,078 m3/year from field survey and theoretical assessment, respectively. Literally there were no safe pit emptying and conveyance services available in Jhenaidah. Almost all households practiced manual emptying.

From 2015, JPS has started emptying service with their two vacutugs (one is 1,000 ltr. capacity and another one is 2,000 ltr. capacity). Accessing mechanical emptying services from the paurashava was quite a lengthy and bureaucratic process. If someone chooses to use the service of a municipality, he has to go to the municipality to collect a form, fill and submit it to the concerned department. The customer will then be given a date of inspection by the Paurashava. Due to lack of resources and capacity Paurashava failed to provide efficient and quick services to the city dwellers. Nevertheless, after introducing the mechanical emptying (vacutug) services to JPS, the demand for mechanical emptying is increasing day by day as the service is safe and affordable and also customers are happier than manual service. Moreover, in January 2017, the Paurashava also inaugurated a Faecal Sludge Treatment Plant (FSTP) with a capacity of 270 m3/week. O&M maintenance of FSTP is another challenge for JPS due to lack of resources and capacity.

Considering the given context and in order to manage the faecal sludge of the city, JPS decided to lease out the FSM services (emptying, transportation and treatment) to the private operator following formal tendering procedure and in December 2017, the Paurashava signed a contract for 3 years with a local NGO called ‘AID Foundation’ for providing FSM services in the City. Though AID Foundation did not have prior experience in sanitation business but after taking over the FSM services (emptying, transportation and treatment) from the Paurashava, AID Foundation has been able to provide effective, efficient and quality services than earlier with strong supervision and monitoring from the Paurashava. JPS made an example in the FSM sector of Bangladesh by outsourcing the entire value chain to the private operator aimed to provide quality and effective services to the city dwellers.

ISO 9001 is a process based on international standard covering all aspects of an organization to provide services. It builds the capacity of an organization to consistently develop and strengthen its systems and procedures alongside providing quality services. Major features of the system are consistency in the quality of services and continual improvement. To integrate the concept of quality assurance in development processes with enhanced level of compatibility, ISO 9001:2015 is a best tool. It provides a framework for systematically institutionalized strategic plan for improvement. It also provides a mechanism to design and develop innovative solutions under controlled environment where review, verification, validation and relevant quality control and quality assurance parameters are in place to ensure quality of outputs. This standard recommends that organizations should plan to perform at higher level than the existing situation. Therefore, considering the above for FSM services in Jhenaidah, the office of JPS through compliance with ISO 9001:2015 Quality Management System standards, will be able to enhance its efficiency, reliability, responsiveness and transparency; and, improve its ability to achieve its targets in sanitation services. Since this is the first time that the Office of the Jhenaidah Paurashva will adopt an ISO certification on FSM services, the engagement of highly technical individuals is necessary to assist the JPS to be  ISO 9001:2015 certified in FSM services.

3. Objectives
The objective is to establish and implement an efficient management system in accordance with guidelines of the latest version of International Standard of Quality Management System ISO 9001:2015 and to get international acknowledgement in the form of certification for FSM services in Jhenaidah.

The specific objectives of this assignment are to:

  • Identified necessary requirements and gaps of the Jhenaidah Paurashava including FSM Service provider (AID Foundation) to become ISO 9001:2015 certified;
  • JPS’s key officials and staff with skills and capabilities in preparation for and sustainability of the ISO 9001:2015 certification on FSM;
  • Clear understanding of ISO 9001:2015 certification process through: (i) Development and draft of Quality Management System documents, (ii) Establishment and documentation of process flows for the JPS procedures, (iii) Development of detailed instructional manuals; (iv) application for obtaining ISO 9001:2015
  • Developed documents and guidelines for ISO 9001:2015 certification;
  • Relevant officials of the JPS trained on subsequent audit requirements and other related processes to assist JPS to obtain/maintain ISO 9001:2015 certification;

4. Scope of work

  • Assist the JPS in developing an ISO Team for FSM within the Paurashava who will be responsible for working closely with the Consultant team for completing the procedure for ISO certification;
  • Conduct pre-assessment of JPS including AID Foundation (FSM Service provider) and preparatory work obtaining ISO 9001:2015 requirements;
  • Perform gap analysis of the existing documentation and infrastructure needs of the JPS against the requirements of ISO 9001:2015 for FSM services and produce a gap analysis report including recommendation for overcome the barriers;
  • Develop  all mandatory procedures as required in ISO 9001:2015 and guide the ISO Team (set up within JPS) on implementing the same;
  • Develop customised training course materials (both soft and hard copy) for conduct of all necessary trainings;
  • Organize and facilitate all required trainings/meetings that will include: (i) top/senior management briefing; (ii) planning, documentation and implementation workshop for ISO Team and; (iii) awareness programme for all employees of the JPS on ISO 9001:2015 certification;
  • Develop monitoring tools and measuring resources and its gaps to establish QMS of ISO 9001:2015 certification;
  • Support in coordination of required management reviews prior to certification;
  • Guide the ISO Team to take the necessary corrective actions on identified nonconformities and finalise documents;
  • Guide the ISO Team in making an application for certification;
  • Conduct Pre-assessment audit (internal audit) to determine JPS’s readiness for certification audit;
  • Assist the JPS throughout the ISO 9001 journey (ISO registration audit) until ISO 9001:2015 certification is achieved;

5. Deliverables
The following provides a list of deliverables under this assignment which includes:

  • Inception report along with detailed work plan of the assignment.
  • Pre-assessment report.
  • Gap analysis report.
  • Comprehensive guidelines for the development of ISO documents and facilitate this effort through consulting and appropriate training.
  • Necessary documentation like quality manual, procedures, instructions, records, as required in ISO 9001:2015 standard.
  • Training reports including training module.
  • Final assignment completion report.

6. Human resource requirement
The Consulting Firm should have experience in conducting similar assignments in country or abroad. The required expertise and experience must cover in the field of ISO 9001:2015 certification to the agencies in Bangladesh and preferably also the WASH sector. The Consultant must attach the CVs of the key personnel to the proposal.

7. Timeframe
The total duration of the assignment will be for 6 months after signing of the contract. Commencement of the services is expected to be started by second week of April 2019.

8. Implementation arrangements
The Consultant will report to the Team Leader (SNV Urban Sanitation Programme) for each of the deliverables, and will work closely with the Sanitation Business Advisor for day to day reporting and also with the UrbanSan Team.

SNV will make payments to the agency after deducting applicable TAX and VAT in compliance with the rules of Bangladesh. Payment will be made to the agreed account based on the receipt of invoice after the successful completion of each of the following phases of the assignment:

Milestone Payment schedule Estimated date
Upon Signing of the Contract
25% of the total budget
First week of signing of the contract
Upon submission of the Pre assessment report and Gap analysis report and approved by SNV
25% of the total budget
Within eight weeks of signing of the contract
Upon submission of the documents developed as required in ISO 9001:2015 standard like quality manual, procedures, instructions, records, and also training reports and approved by SNV
25% of the total budget
Within sixteen weeks of signing of the contract
Upon submission of the final report including all documents developed within the assignment period and also completing the ISO certification process of JPS and approved by SNV
25% of the total budget
Within twenty four weeks of signing of the contract

9. Application
Interested organisations or consulting firms are requested to submit their technical and financial proposals with the details on organisational overall and similar experience, methodology including activities and milestones, budget details, time frame and CVs of experts.
Electronic copy of the proposal duly signed should be submitted to bangladesh@snv.org  with the subject line: Development, Implementation and Certification of Jhenaidah Paurashava against International Standard of Quality Management System ISO 9001:2015 for Faecal Sludge Management (FSM) services latest by 27 March 2019.

Or Hard copy can be submitted to:
SNV Netherlands Development Organisation
House 345, Road 2, Sonadanga R/A 2nd phase, Khulna

For any query related to the ToR, please contact Tanvir Chowdhury, Sanitation Business Advisor, SNV. Email: tchowdhury@snv.org