Technical Specialist: E-ticketing System

Job Description

The Government of Dominica has received financing from the World Bank toward the cost of Leveraging Eco-Tourism for Biodiversity Protection (LETBP Project) in Dominica and intends to apply part of the proceeds for consulting services. The consulting services (“the Services”) include Technical specialist for the Implementation,
Maintenance, and Operating of an E-ticketing System.

• Implementing Agency: Ministry of Environment, Rural Modernisation, Kalinago Upliftment and Constituency Empowerment
• Name of Project: Leveraging Eco-Tourism for Biodiversity Protection in Dominica (P170846)
• Assignment Title: Technical specialist for the Implementation, Maintenance, and Operating of an E-ticketing System
• Project Activity: Establishment of an electronic user fee system (e-ticketing)
• Loan No./Credit No.: TF-B9551
• Procurement Plan ID: DM-MOERMKU-341816-CS-INDV
• Duration: 18 months (250 Days)
• Tentative Start Date: October 2024
• Location: EALCRP Project Implementation Office

Objective of Assignment

The purpose of this consultancy is to support the establishment of an effective visitor management system that will enable more sustainable eco-tourism operations enhancing visitors’ safety, and experience. The technical consultancy is planned within Component two (2) of the LETBP project under the activity ‘Establishment of an electronic user fee system (e-ticketing)’.

The objective of the assignment is to provide technical support for the establishment, maintenance, and operation of an e-ticketing system for all the eco-tourism sites in Dominica and the Waitukubuli National Trail (WNT).

The Consultant is expected to assess all 14 segments of the Waitukubuli National Trail and twelve (12) eco-tourism sites/trails to propose the most suitable hardware and software and the organizational set up for the successful implementation of the e-ticketing system. The twelve eco-tourism sites include: Trafalgar Falls, Emerald Pool, Middleham Falls Trail, Freshwater Lake Trail, Boeri Lake Trail, Boiling Lake Trail, Morne Diablotin Trail, Morne Trois Pitons Trail, Syndicate Nature Trail, Indian River, Chemin Letang trail, Cabrits National Park, and Soufriere Sulphur Springs.

The consultant will work in close collaboration and coordination with the Forestry, Wildlife and Parks Division of the Ministry of Environment, the Ministry of Tourism, Information and Communication Technology (ICT) Unit, as well as the Project Implementation Unit (PIU). The consultant will work with a multidisciplinary team of staff from the Forestry, Wildlife and Parks Division and the Ministry of Tourism in fulfilling tasks within the eco-tourism sites and the WNT. The consultant is also expected to work in close collaboration with the Finance Management Specialist engaged to develop a new user fee structure for all terrestrial eco-tourism locations (inside and outside Protected Areas) including the Waitukubuli National Trail. During the second phase of the assignment, the consultant will also work in close collaboration with the company which will be engaged to implement the e-ticketing system software.

Specific Objectives: 

• Conduct stakeholder meetings to gather all inputs and requirements (visitor management systems and gap identification) for the introduction of the e-ticketing software.
• Provide technical support for the procurement of a suitable software solution that will operate as an e-ticketing system for all eco-tourism sites in Dominica, including the Waitukubuli National.
• Provide introductory training and educate all relevant personnel on system components and functionalities in cooperation with the software company for the implementation of the e-ticketing
• Ensure seamless integration of the e-ticketing software with existing systems and processes as well as compliance with relevant regulations and security standards coordinating with vendors and the ICT Unit.
• Facilitate the identification of hardware which is required for operating the e-ticketing system, prepare the procurement documentation, and participate in the process of evaluation.
• Provide organizational/business support to the Forestry, Wildlife and Parks Division, and the Ministry of Tourism with the establishment and implementation of efficient work processes and organizational setup for staff involved in the operation of the e-ticketing system.

Responsibility

Phase I: E-ticketing system identification and definition (software) 

The technical consultant is expected to develop a detailed description of the functional and technical specifications for the software that will operate as an e-ticketing system for all eco-tourism sites in Dominica, including the Waitukubuli National Trail. Apart from the technical and functional specifications, the consultant will develop all needed procurement documentation including technical evaluation tables and descriptions of the recommended evaluation process.

During the development of the functional and technical specifications for the e-ticketing software the following needs to be taken into consideration:

1. System Architecture: Describe the desired system architecture (e.g., cloud-based, on-premise, hybrid) and the expected data flow.
2. Security Features: Specify the required security features (e.g. encryption, authentication, access control) and compliance with relevant standards (e.g. PCI DSS for payment processing).
3. Scalability and Performance: Define the expected system capacity (e.g. number of users, transactions per day) and performance requirements (e.g. response time, uptime).
4. The procurement process for the e-ticketing system should be carried out in a way that enables the beneficiary to have software that provides the best functional ideas, the ability to be expanded or changed over time, have modularity and easiness of administration and everyday usage for the end users and administrators.
5. The potential service provider for an e-ticketing software is expected to analyze and provide secure hosting including all system data and the provision of regular backup.
6. The potential service provider for an e-ticketing software is expected to secure support services for maintenance and updates/upgrades of the e-ticketing system and for the initial upload of the content to the system.
7. The potential service provider for an e-ticketing software is expected to implement a secure payment gateway integrated with the e-ticketing system to facilitate transactions for purchasing online tickets.
8. Ensure the software can integrate seamlessly with GoCD existing systems such as ePayment, eservices.gov.dm, and other relevant applications used by the Forestry, Wildlife and Parks Division and Ministry of Tourism.
9. The e-ticketing software should be:
   • user-friendly, dynamic, active, easy to maintain and multilingual with an easy option for the upload of content in at least three main languages (English, French, Spanish),
   • developed on a platform that is scalable,
   • developed for Android, iOS, and Windows mobile operating systems, (mobile and web application),
   • able to be run in offline mode without any restriction for the administrators,
   • able to monitor visitor’s arrivals to eco-tourism sites in real-time,
   • must be able to generate the relevant
10. The software must also have a user-friendly, full-featured, intuitive and easy-to-use Content Management System (CMS). The basic functions that CMS must deliver include:
    • • addition or removal of the content,
      • real-time refresh of the content,
      • simple creation of content with the option for upload of a photo.
    • The software specification should include data management and reporting outlining the data collection, storage, and reporting This includes data security for protecting sensitive visitor information and reporting requirements (the types of reports required, e.g. visitor statistics, revenue reports, and the frequency of reporting).

2^nd phase: E-ticketing system implementation (training and hardware) 

1. In coordination with the IT staff from the ICT Unit and the Forestry, Wildlife and Parks Division, and experts from the software company, facilitate the identification of needs, and prepare the procurement documentation and evaluation of hardware, including:
   • equipment for e-ticket control,
   • client computers on which e-ticketing software will be run and administered,
   • peripheral equipment (scanners, printers).

     Hardware specifications should also include requirements such as server capacity, network infrastructure and POS terminals based on the expected system load and user base, the deployment model for the hardware (e.g., centralized, decentralized) and the responsibilities for installation.

2. In collaboration with the software company for the implementation of the e-ticketing system, provide introductory training to educate all relevant personnel (Forestry, Finance, Tourism ) on software components and functionalities for all levels of users (roles).

   Training definition should include content, duration, and delivery method. It should also include details on the ongoing support and maintenance plan for the e-ticketing system.

3. Participate in the discussion and decision-making for all required works and equipment needed for the adaptation of existing ICT and other infrastructure which is necessary for sound functioning of the e-ticketing system (bandwidth and security).
4. In collaboration with the IT staff from the ICT Unit and the Forestry, Wildlife and Parks Division, and the software company for the implementation of the e-ticketing system participate in the development and implementation of technical and operational requirements that will ensure optimal e-ticketing system working conditions (online and offline).
5. Provide organizational/business support (organizational chart) to the Forestry, Wildlife and Parks Division, and the Ministry of Tourism with the establishment and implementation of efficient work processes and organizational setup for employees involved in the operation of the e-ticketing system. This also includes the employees in charge of maintenance and technical support of computer systems and communication technologies such as:
   1. checking the use, adjustment, and adaptation of existing and newly purchased IT equipment;
   2. setup of client application and users (public and private sector);
   3. providing ICT support to educate the users, such as the initial use of the system, reporting, communication with help desk and other supporting lines.
6. Participate in the activities for the e-ticketing system testing, especially related to performance and safety.
7. In collaboration with the IT staff from the ICT Unit, the Forestry, Wildlife and Parks Division, and the software company for the implementation of the e-ticketing system develop a maintenance schedule and responsibilities for all hardware.

Experience and Qualifications

• University degree (bachelors or higher) in Computer Science, Software Engineering, Information Technology or Business Information Technology, Business Organization, or another relevant field.
• Minimum of Five (5) years experience on similar assignments as in this Terms of Reference.
• Proven experience dealing with the e-ticketing systems, payment gateways and card processing.
• Proven experience dealing with e-ticketing systems in Protected Areas is an advantage.
• Work experience in the Caribbean will be considered an asset.
• Experience working with international organisations.
• Good knowledge of English, verbal and written.
• Energetic approach to work and problem-solving.
• Willingness to work in the field.
• Excellent interpersonal and communication skills.
• Strong teamwork skills.
• Ability to meet deadlines and prioritize multiple tasks.
• Creative, flexible, and innovative.
• Driving Category B.

Benefits and Others

The Consultant will report on a regular basis through Performance reports to the Project Implementation Unit Office and the Forestry, Wildlife and Parks Division. Reporting schedule to be determined.

I. Terms of Assignment

The contract is expected to be awarded for a duration of 18 months with an estimated 250 days of work on an 8-hours basis.

The consultant is expected to prepare a clear monthly work plan that will be approved by the project manager. The remuneration for performed works will be paid monthly in accordance with the submission of timesheets and the delivery of the monthly implementation reports.

The assignment is expected to commence in October 2024.

II. Deliverables

1. Implementation plan outlining activities, stakeholders, and the timeframe for the required
2. Report containing requirements documentation, list of stakeholders and meeting schedules, and the outline of the e-ticketing software for procurement.
3. Procurement documentation for the e-ticketing system (functional and technical specification, evaluation tables, etc.).
4. Integration plan containing compliance documentation and security measures implementation
5. Training material and a report on trainings conducted for relevant personnel on system components and functionalities.
6. Report containing available and required hardware with related procurement
7. Operational Plan containing roles and responsibilities for all staff of the Forestry, Wildlife and Parks Division involved in the operation of the e-ticketing system.

The Ministry of Environment, Rural Modernisation, Kalinago Upliftment and Constituency Empowerment invites eligible Individuals to indicate their interests to providing the services. Interested Individuals should provide information demonstrating that they have the necessary qualifications , relevant experience and skills to perform the services.

The attention of interested Individuals is drawn to Section III, paragraphs, 3.14, 3.16, and 3.17 of the World Bank’s “Procurement Regulations for IPF Borrowers” July 2016 revised November 2017, August 2018, November 2020 and September 2023 setting forth the World Bank’s policy on Conflict of Interest. In addition, please refer to the following specific information on conflict of interest related to this assignment i.e., 3.17 (c) & (d) of the Procurement Regulation.

Further information can be obtained at LETBP- Project Implementation Unit (PIU) at the 1 st Floor First Domestic Building, 19-21 King George V Street, Roseau at Tel: (767) 266-3981/275-1957 during office hours 8:00 a.m. to 5:00 p.m. on Mondays and 8:00 a.m. to 4:00 p.m. on Tuesdays to
Fridays.

Expressions of interest must be submitted by September 6th, 2024, at 3.15 p.m. Eastern Caribbean time in a written form (in person, or by mail, or by e-mail) to the following addresses:

Attn: Project Manager
Leveraging Eco-Tourism for Biodiversity Protection in Dominica Project
First Floor,
First Domestic Building
19-21 King George V Street,
Roseau,
Commonwealth of Dominica

Tel: (767) 266-3981; 3998/275 1957

E-mail: letbpprocurement@gmail.com cc. dealcrp@dominica.gov.dm