RFPQ - SupportLRC.app | Web, Mobile Web and Mobile App - Lebanese Red ...
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RFPQ - SupportLRC.app | Web, Mobile Web and Mobile App Prepared for: Lebanese Red Cross Prepared by: Fundraising & Marketing Department. Date: 25 September 2020 | Version: 1.0
Lebanese Red Cross Fundraising & Marketing Department
1. Summary and Background 3
2. Purpose of the Project 3
3. Proposal Guidelines 4
4. Project Specifications & Requirements 4
5. The Website(s) /App(s) Detailed Functionalities: 8
7. Use Cases (Scenarios) 12
8. Evaluation and Selection Criteria 13
9. Proposal format 14
9. RFP Deadline 16
21. Summary and Background The purpose and intent of this Request for Proposal (RFP) is to establish a contract with a qualified development agency that can migrate, redesign, develop, upgrade and sup- port our current online donations portal, mobile web donation page and donation mobile apps both for android and iOS (www.supportLRC.app). The objective is to upgrade our current individual giving app and websites based on our users’ experiences in the past 3 years. The company that we are seeking should have implemented at least 2 similar projects specifically for non-profit online fundraising applications and websites in the past. No proposals coming from companies with no such demonstrable experience will be consid- ered. 2. Purpose of the Project The Lebanese Red Cross (LRC) aims to revamp and relaunch the current existing online donation portal and online donation app. In Addition to the revamp, we aim to launch several new features that optimize our users’ experience and gives a more advanced way to donate and help in saving people’s lives. We intend to optimize functionality to meet the latest trends and technologies. Our objective is to receive online donations in a faster and easier manner and make the experience easier for the user. Interested firms must factor in the complexities of standing out in the current marketplace and competing with other NGO and iNGO online giving website(s)/app(s). We want a web- site(s) and app that are adaptable in an evolving industry and provides innovative tools that will allow us to effectively compete in a mobile first world. Proposals should include a review of the existing tools, recommendations and a timeline for the best approach to converting the existing website(s)/app(s) into a new platform. We are open to considering multiple options, including development phasing, if such alterna- tive approaches will best allow us to complete the project. Companies must demonstrate a proven history of strategic and effective e-commerce membership driven website(s)/app(s) development. Companies must also have experi- ence integrating best-of-breed technologies as part of a stack that will support online listening, audience development, email marketing, content management and site analyt- ics. Companies will be expected to work in collaboration with an internal team of consult- ants and employees in addition to 3rd party partners that provide other services. It is
Lebanese Red Cross - RFQ - Individual Giving Program Fundraising & Marketing Department
essential that companies bidding for the project have worked on and developed at least
2 similar projects (that they can showcase).
The company that has developed the existing app and website (www.supportLRC.app)
may also be a bidder for this RFP.
3. Proposal Guidelines
This Request for Proposal represents the requirements for an open and competitive pro-
cess. Proposals will be accepted until 2 pm November 6th, 2020. Any proposals received
after this date and time will be returned to the sender. All proposals must be signed by
an official agent or representative of the company submitting the proposal.
If the organization submitting a proposal must outsource or contract any work to meet
the requirements contained herein, this must be clearly stated in the proposal. Addition-
ally, all costs included in proposals must be all-inclusive to include any outsourced or
contracted work. Any proposals which call for outsourcing or contracting work must in-
clude a name and description of the organizations being contracted.
All costs must be itemized to include an explanation of all fees and costs.
The costs must include the itemized list of the support fees till December 31, 2021.
Contract terms and conditions will be negotiated upon selection of the winning bidder for
this RFP. All contractual terms and conditions will be subject to review by the relevant
departments and will include scope, budget, schedule, and other necessary items per-
taining to the project.
4. Project Specifications & Requirements
A. Development, Database and Network Requirements:
Language & CMS: our preference is to have the website(s)/app(s) developed as PWA and
Web with full integration on WooCommerce or Magento 2 with capabilities to integrate
with third party tools. So, one framework that serves on multiple platforms.
The website(s)s should be fully dynamic and fully manageable from the CMS (Wordpress).
The mobile apps should be developed on Ionic and should have Live Deploy enabled.
4Lebanese Red Cross - RFQ - Individual Giving Program Fundraising & Marketing Department
As part of your deliverables, you are expected to hand over the entire source code, DBs
and front-end code to the LRC. The source code should be properly structured and com-
mented out.
Database Requirements: the website(s)/app(s) should be driven by a MySQL Database
Engine with fail-over and redundancy capabilities over AWS. The Database will be hosted
on an AWS Aurora server.
Server, Network and Security: The website(s)/app(s) should be hosted on Amazon AWS
servers with network performance: HIGH. The infrastructure should have a redundant ap-
proach and should be deployed with AWS NLB, AWS Aurora, AWS EC2 with auto scaling
policies. DB servers should be on a private VPC and not accessible from the www.
All communication should be on SSL tunnel.
The website(s)/app(s) code files and users’ data should be backed-up up on a daily basis,
the website(s) DB should be backed up on a daily basis and backups should be placed
on an AWS S3 Bucket in a different geographic location.
Performance: The website(s) should be fully optimized. Compression, minification, com-
bining, lazy loading, and CDN are all essential requirements for optimization the web-
site(s)s’ performance. All design effects should be applied though CSS instead of images.
The website(s) will be tested across multiple performance and crash testing tools. The
website(s) will also be audited for performance, network and security.
B. UX and UI Requirements:
As part of the project, you are responsible for designing the UX and the UI for the web-
site(s)/app(s). It is a mandatory part of your submission. The UX wireframes should be
presented on an interactive tool that would clearly show links and functionalities before
granting the final approval.
All website(s)s/app(s) should be fully mobile responsive with optimized performance. The
mobile responsive website(s)s should perfectly serve as a responsive mobile store and
users should be able to conduct and perform all functionalities through their mobile
phones.
The website(s)/app(s) UI should be fully designed based on the UX and based on the
requirements projected in this document. The UI should follow the latest trends in design.
5Lebanese Red Cross - RFQ - Individual Giving Program Fundraising & Marketing Department
It should be appealing, functional and easy to go through. The essential elements needed
when looking into the design:
UI Scope:
1. Website Design
2. Mobile site design
3. Mobile app design
4. Email template design
5. Newsletter design
6. Receipts design
7. Dashboard design
8. Report design (GUI)
C. Marketing Requirements:
As part of your deliverables, you are requested to implement and integrate all the below
marketing processes and/or tools:
• Multi Language Support: All website(s)s should support English and Arabic. The web-
site(s) should be dynamically built over a language file that can dynamically apply on
changing languages or adding new languages in the future.
• Search Engine Optimization (SEO): Website(s) should be search engine friendly and
have a full integration with Google Search Console to optimize search engine visibility.
Pages should be properly tagged with the relevant search engine optimization guides.
Moreover, the website(s) should be integrated with Google Web Master tools for fully
optimizing the website(s).
• Analytics: All website(s) should be integrated with Facebook Analytics and Google
Analytics. Analytics tools should be integrated by page, by article, by platform, e-com-
merce, by product and by service. Full fledge analytical data is to be extracted from all
website(s). Facebook pixel should be integrated into the e-commerce website(s) and
the booking website(s).
©LEBANESE RED CROSS - 2017
6Lebanese Red Cross - RFQ - Individual Giving Program Fundraising & Marketing Department
• OneSignal Push Notifications: Support in-app push notifications and general push
notifications
• Facebook Events Tracking: Facebook app events should be tracked on the app using
Facebook Marketing API.
• Newsletter: Newsletter sign up, UI and functionality based on set criteria.
• Email Templates: dynamic responsive email templates that can be mass-distributed
to users according to specific criteria (one-time/monthly…)
D. Third Party Integration:
All website(s) should integrate with the below external services:
• ZenDesk Chat: Zendesk chat should be integrated on all website(s). The Zendesk ver-
sion should be the non-marked (non-branded version). The Zendesk fee for 1 agent for
3 years should be included in your proposal.
• Payment Gateway Integration: will feature online donations or only purchases. The
website(s) should be integrated with Payfort over a hosted checkout session. The inte-
gration will be based on tokenization hence offering the feature of saving cards and
recurrent transactions.
• Integration with CRM: the website(s)/app(s) should include integration with CRMs
such as Salesforce
• Integration with Paypal: the website(s)/app(s) should include integration with PayPal
• Integration with 2Checkout: the website(s)/app(s) should include integration with
2Checkout
• Integration with ApplePay: the website(s)/app(s) should include integration with Ap-
plePay
• Integration with GooglePay: the website(s)/app(s) should include integration with
GooglePay
7Lebanese Red Cross - RFQ - Individual Giving Program Fundraising & Marketing Department
• Integration with SamsungPay: the website(s)/app(s) should include integration with
SamsungPay
5. The Website(s) /App(s) Detailed Functionalities:
A. www.SupportLRC.app
This website(s)/app(s) will have different functionalities based on the circumstances we are
in. Mainly, this is our online individual or corporate giving program, with which we recruit
donors for monthly giving or donors who would like to donate once. This program gives the
user the options to donate to the National Society in general or to a specific service or
branch in particular.
For example:
• Groups donating to a specific cause/project, and being able to report on the dona-
tions received by that group specifically
• Sub-pages allocated to corporate employee giving
• Companies rather than individuals donating on a monthly basis
• Same user able to donate in multiple ways: for example, recurrent donors who want
to give an additional donation in response to an emergency
The app structure and functionalities should include the below features and services. These
features should be scalable dynamically. The flexibility, to add functionality or to change
workflows on the fly, is an essential and integral part of the entire system.
Both the app and website should allow for information about projects, causes and
branches to be easily accessible to the donor.
8Lebanese Red Cross - RFQ - Individual Giving Program Fundraising & Marketing Department
The user should be able to donate with the same functionalities via any platform. User can
land on the website or mobile web. If the user lands on the mobile web, they are given the
option to download the app or go through the process entirely on the mobile website.
Below are the listed feature(s) we would like to have on our system:
A. Sign up / Sign In / Guest
1. New user sign up via:
1. SSO (Gmail, Amazon, Apple, Facebook)
2. Normal Registration (Name, email, phone number, country)
3. Guest login, no signup (support a cause or an emergency appeal, requires
email only for receipt)
2. Sign In:
1. Sign in via username/email
2. Quick Sign In - send OTP to verified email
3. SSO
3. Guest
1. Login as guest - no info needed
2. Emergency Donation - no info needed except for email at payment
Functionalities:
1. OTP to verify mobile number
2. OTP to verify email
3. SSO requires email only
4. Apple SignIN cannot be anonymous
5. Welcome Email on registration
6. Emergency / Guest login does not require any verification until payment
7. Forgot password, send OTP via email and change password
B. User Dashboard/Profile
1. Date Registered
2. Alert if card is about to expire
3. Total Amount of Donations
9Lebanese Red Cross - RFQ - Individual Giving Program Fundraising & Marketing Department
4. Donation(s)/Payment Statement -
5. New Donation
6. Cancel a recurrent donation
7. Update recurrent donation value
8. Change/edit payment info (card)
9. Change/edit country
10. Change/edit Email
11. Change/edit mobile number
12. Get in touch via chat
13. Get in touch via email
14. Request support
Functionalities:
1. view receipts | download receipt | send email
2. Change or edit any payment info should require OTP sent by email
3. Push a notification if card is about to expire 30 days before expiry date
4. Push emails when a recurrent donation has been completed
C. UI and Features
1. View cards / Causes (can be for branches or services)
2. Card / cause page
3. Emergency Appeals - Quick Donate
4. Emergency Appeal Page with counter and amount raised
5. Corporate appeals & branded subpages for emergency giving - with counter on
amounts raised
6. Targeted Cause donation - Add target amount to be raised
7. Share Cause by email
8. Cause or corporate appeal has unique web link for direct access
9. Donate by service (ambulance, blood, etc)
10. Donate to the Lebanese Red Cross at a national level
11. Donate to a Branch of the Lebanese Red Cross
12. Donation amounts are preset and can be dynamically changed
13. Donation amounts can be linked to a certain calculation. Example: 8$/month pro-
vides 100 litres of fuel for an ambulance. 30$ provides 400 patches per year for
AEDs etc…
14. Donations can be one time or recurrent Monthly
10Lebanese Red Cross - RFQ - Individual Giving Program Fundraising & Marketing Department
15. Save payment information for recurrent donations with disclaimer
16. Ability to add “Name on Receipt”
17. Ability to choose donation to be via a business name or group
18. Ability to choose the donation to be “in memory of”
19. Recurrent payments should be scheduled 30 days from the initial payment date
20. User can have multiple recurrent donations for different services
21. Users can be recurrent users and make one-time donations for causes and ap-
peals
22. Disclaimer (checkbox) to receive updates on how your donations have been used
23. Accept receiving newsletter from LRC
24. Donation can be in different currencies (based on payment gateway)
25. Donation currency can change dynamically
26. Payment gateway should switch dynamically to the currency chosen
27. Payment Method - Credit card - Payfort
28. Payment Method - Paypal
29. Payment Method - Apple Pay
30. Payment Method - GooglePay
31. Payment Method - SamsungPay
32. News / article section (example: how your donations are being used)
33. In App notification pop ups
34. Push notifications with deep-linking
D. Management:
1. Fully controlled CMS
2. Search/manage users via email
3. Search/manage users via name
4. View user’s profile and ability to edit and amend user’s data
5. Ability to resend receipt
6. Ability to see full history
7. Ability to see user’s contact details
8. Push a notification for specific user device token
9. Create mailing groups based on criteria
E. Reporting:
1. Reporting Dashboard or using 3rd party tools
2. Dynamic report population based on:
1. Date of donation
11Lebanese Red Cross - RFQ - Individual Giving Program Fundraising & Marketing Department
2. Type of donation
3. Country of donation
4. Amount of donation =, > or < then
5. By donor type (recurrent vs one time)
6. By cause
7. By service
8. By branch
9. By corporate page
10. Recurrent failed
11. Recurrent approved
12. Failed Donations
13. Type of donation failure (insufficient funds, expired card, bank error/restriction,
etc…)
14. Registered but not donated
15. Cancelled recurrent donations
7. Use Cases (Scenarios)
A. John is a recurrent user and donates 100USD / month. An emergency appeal is
launched after a major incident and John receives a notification from LRC to support
the appeal. John should be able to make an immediate donation via the direct
emergency appeal link. When he’s prompted for an email, if John’s email is the
same email he has used on his recurrent profile, the system should automati-
cally notify him to login and his donation amount should be added to the total
donations he has been contributing to.
B. John is a recurrent donor for a branch X. John decided to support the national society
too. When John logs in and tries to add a new recurrent donation. He should be
notified that he already has an active donation. He will have the ability to cancel
or add a donation. John should be able to add a recurrent donation to the na-
tional society while maintaining the previous recurrent donation to branch x. The
recurrent payments and the donation receipts should be different. The payment
method could be the same and John should be able to choose a different card
for his new recurrent donation if he so wishes.
C. Alice is responding to an appeal after a major incident. Alice visits the emergency
appeal page and choses to make a one-time quick donation. When her donation is
completed, Alice should be asked if she would like to become a recurrent
monthly donor. IF she chooses to proceed, she should be automatically routed
to the registration page and the amount she has donated via the same email
should reflect in her account profile.
12Lebanese Red Cross - RFQ - Individual Giving Program Fundraising & Marketing Department
D. Alice works for ABC company. The company chooses to donate to the Lebanese Red
Cross and Alice is asked to make the donation on behalf of the company. Alice
should be able to create a new user and perform the donation while flagging the
account as corporate account, or can choose the “Name on Receipt” option
which adds the Company’s name on the receipt instead of her personal details.
A. John is from the diaspora and wishes to support the local red cross in his native
village. John should be able to select on the app or website, the name of the
local branch he wishes to support, give a one-time or recurrent donation and
receive specific updates about the branch he has supported.
B. Robert works in the LRC fundraising department. Robert should be able to
easily customize reports to show for a specific date range, project and/or
branch:
1. Total amount of monthly donors by branch or project
2. Total amount donated
3. Total number of cancelled donations
4. Total amount of failed donations
5. Donations by country in which they were made
C. Nathalie is in charge of individual donors in the Lebanese Red Cross. When
a donor requests for a donation to be cancelled and/or reimbursed, she
should be able to have quick access to the system allowing her to do so.
8. Evaluation and Selection Criteria
The LRC is committed to selecting the most competitive offer. Our evaluation will be
geared to identify those proposals that offer the best combination of expertise and value,
considering the following:
1. Understanding and provision of all items requested in the RFP as reflected in the
response to the RFP
2. Demonstrated prior experience developing and implementing similar platforms
(websites/apps) in the Not-For-Profit sector;
3. Quality, scale and relevance of donation/NGO samples provided
4. Experience and CVs of the proposed team
13Lebanese Red Cross - RFQ - Individual Giving Program Fundraising & Marketing Department
5. Suitability for project—current work load, staff size, references and a demon-
strated effectiveness with similar projects
6. Total cost
7. Detailed breakdown of costs
The LRC will not, however, base its evaluation solely on price and reserves the right to
make an award to an Offeror who may not necessarily be the lowest bidder.
The LRC reserves the right to award all, partial or none of this solicitation. Travel and
travel reimbursement is not authorized for this acquisition.
Offeror shall have the capability, experience, and expertise to provide the LRC with ser-
vices in accordance with the requirements set forth herein and consistent with the repre-
sentations made in the submission under this RFP
9. Proposal format
The LRC will not provide any reimbursement for any cost associated with the development
or presentation of a proposal. Failure to include any of the following information may have
an adverse impact on the evaluation of a proposal:
• Offeror should complete all of the components of the Evaluation and Selection
Criteria.
• Offeror should respond to the main themes of each of the outlined Evaluation and
Selection Criteria in a comprehensive, yet succinct, narrative that addresses the
LRC’s core needs as outlined above.
• Offeror should provide corresponding examples, sample work products or refer-
ences. The Selection Committee may request additional detailed responses to in-
dividual questions during a possible oral presentation.
• Inclusion of client information or references that reflect upon the Offeror’s con-
sulting expertise or experience is desirable.
• Table of contents and an executive summary of the proposal should be included.
14Lebanese Red Cross - RFQ - Individual Giving Program Fundraising & Marketing Department
• A fee schedule for work proposed under the RFP should be included.
Include the following:
Company Details
• Company name and parent company name
• Years in operation
• Mailing address (headquarters)
• Other office location(s)
• Primary phone
• Website and Social Media Links
• Primary point of contact (name, title, phone and email address)
• Bios of primary team members who would be engaged in this project
• Total number of employees
• Comprehensive pricing and/or rate sheet for all potential services you might provide un-
der this RFP should you be selected as a service provider
References
Reference for NGO/iNGOs. The references should include: company name, primary client
name, contact details and brief explanation of services provided and URL.
Capabilities and Experience
• Provide an overview of services and capabilities
• Address key resources applicable to the project described in this RFP (e.g., work com-
pleted in-house or outsourced, access to software or other technology, etc.)
• List relevant experience with NGO fundraising systems or apps.
• What percentage of business is e-commerce related
• List awards/accolades
15Lebanese Red Cross - RFQ - Individual Giving Program Fundraising & Marketing Department
Your Approach to the project
• What is your approach to understanding a new client’s business and beginning work on
a new account?
• Explain your methodology and planning process for development
• Detail the technical requirements and systematic implementation needed
• Provide numbers of revisions included
• How do you typically measure the results and successes of your development? Please
provide examples and outline analytical metrics that will be integrated into the website
• Outline what content will be needed (multimedia and text)
• What key areas of focus would you recommend for the redevelopment and improvement
of all website(s)
• Timeline to complete project
• Detailed budget
• Your after-sales support strategy and budget: Your SLA should account for emer-
gency availability of staff and support developers 24/7 for as long as 3 weeks in some
cases (example of Beirut Port Explosion situation). Your SLA should include a dedicated
support technician available within 3 hours for non-urgent inquiries and immediately for
urgent inquiries.
9. RFP Deadline and Procedure
RFP Deadline Bids shall contain (2) printed copies and one (1) digital (PDF) copy on a
thumb drive and must be in a sealed envelope clearly marked “Attn: LRC Individual Giving
Program - Online / Mobile Portal”
All questions must be submitted in writing by email prior to 27th of October 2020 to:
• procurement@redcross.org.lb
• Nabih.jabr@redcross.org.lb
Responses to questions, interpretations, or clarifications concerning this RFP will be sent by
email to all bidder to ensure equal awareness of important facts and details. Questions will
not be considered unless submitted in writing as directed.
16Lebanese Red Cross - RFQ - Individual Giving Program Fundraising & Marketing Department No verbal communications about this RFP may take place between any bidder and Leba- nese Red Cross personnel during the tendering process. Any attempt to do so will automat- ically be considered attempted fraud and disqualify the bidder All sealed bids must be delivered to the LRC to be stamped “received” no later than 2:00 pm on the 6th of November, 2020, at the following address: Lebanese Red Cross - Headquarters Kontari Street, Spears Beirut, Lebanon Attn: Website Design and Development By submitting a bid to the LRC in response to this solicitation, the bidder waives any right to seek damages or recompense of any kind or nature relating to or arising out of release of any document, communication, record or information provided to the LRC in connection with this solicitation and consents to the release of such documents, communications, records or in- formation as the LRC may deem appropriate in its sole discretion. A final contract will not be awarded at the opening of the bids. Note: No phone calls. Late responses will not be accepted, and responses received via electronic submission only will be disqualified. The LRC reserves the right to terminate this solicitation prior to entering into any agreement with any qualified firm pursuant to this Request for Proposal, and by responding hereto, no firms are vested with any rights in any way whatsoever. The LRC reserves the right to reject any or all bids for not complying with the terms of the request for proposal. The LRC also reserves the right to negotiate with the selected bidder in the event that the lowest responsive and responsible bid price exceeds available funds. Any bid may be withdrawn prior to the above scheduled time for the opening of bids or authorized postponement thereof. Any bid received after the time and date specified shall not be considered. 17
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