National Agency For The Control Of Aids (NACA)-Request For Proposal For The 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)

DEADLINE: 12TH MAY, 2026
NATIONAL AGENCY FOR THE CONTROL OF AIDS (NACA)
REQUEST FOR PROPOSAL FOR THE 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)

The National Agency for the Control of AIDS (NACA), in collaboration with the Behavior Change Accelerator (BCA) 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.

The NCCH upgrade will involve the deployment of an integrated, AI-enabled omnichannel communication system comprising cloud-based infrastructure, AI-powered triage and automation tools, call centre telephony systems, customer relationship management (CRM) platforms, and unified performance monitoring dashboards.

Year 1 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 BCA 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.

Objectives

• 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
• Definition and deployment of required system components including cloud infrastructure, AI models, communication systems, and analytics platforms

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

Detailed System Components and Technical Requirements

(1) Cloud Infrastructure & Hosting

• Provision of cloud hosting environment (AWS/Azure/GCP or equivalent)
• Compute resources (CPU/GPU specifications depending on AI workload)
• Data storage systems (secure databases, backup systems)
• Disaster recovery and uptime requirements (e.g., 99.5% availability)
• Security protocols (encryption, access control)

(2) AI & Automation Layer

• AI-powered chatbot (NLP-based)
• Speech-to-text and text-to-speech engines
• AI triage system for risk assessment
• Knowledge base (RAG system)
• Model training, tuning, and optimization

(3) Call Centre & Telephony System

• VoIP infrastructure
• IVR upgrade and intelligent routing
• Outbound calling system
• Call recording and storage
• Agent interface/dashboard

(4) CRM & Case Management

• Referral tracking system
• Client interaction history
• Risk profiling module
• Integration with call/chat systems

(5) Omnichannel Integration

• WhatsApp integration (Business API)
• Web-based chat interface
• Cross-channel transition (chat → voice → human agent)

(6) Dashboard & Analytics

• Real-time monitoring dashboard
• KPI tracking (call volume, referrals, conversion)
• Reporting and export tools

(7) Security & Compliance

• NDPR-compliant data protection
• Role-based access
• Audit logs

Technology Upgrades with Direct Service Impact

(1) Activate outbound calling capacity

(A) Follow-up calls for referred clients

(B) Missed-call protocols

(2) Deploy CRM system for:

(A) Risk assessment recording

(B) Referral issuance tracking

(C) Follow-up documentation

(D) Service uptake verification

(3) Implement AI-powered triage, automation, and decision-support systems focused on:

(A) Risk assessment triage support

(B) FAQ automation (to reduce routine burden)

(C) 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.

Expected Deliverables

The selected partner will be expected to deliver:

• NCCH service 24/7 availability and reach across the 36+1 states in Nigeria.
• Baseline assessment report
• System design and implementation plan
• Detailed system architecture and component specification document outlining all infrastructure, software, and integration requirements
• CRM configured for referral and outcome tracking
• AI-powered triage, chatbot, and voice interaction system
• Outbound follow-up system activated
• Live performance dashboard
• Training sessions for call center agents and supervisors
• Periodic progress reports
• Media Campaign for demand creation
• Transition Plan/Migration Report: Documentation detailing the shift from the old system to the new. Final 12-month evaluation report documenting:
  • Conversion improvements
  • 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.

(2) 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. 

(3) Compliance and Ethical Standards

• Data Protection: Knowledge and Compliance to Nigeria regulatory requirements regarding patient confidentiality and data security.
• 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. 

(5) Personnel Qualifications

The organization should have personnel with the following:

• Education: At least Master’s degree in Public Health, Health Systems, Policy and Management, or related fields. Advanced degree in IT, Digital Health, Data Science, Guidance and Counseling, and M&E

(6) 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

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;

(3) Evidence of Pension Clearance Certificate valid till 31st December, 2026;

(4) Evidence of Industrial Training Fund (ITF) Compliance Certificate valid till 31st December, 2026;

(5) Evidence of Nigeria Social Insurance Trust Fund (NSITF) Clearance Certificate valid till 31st December, 2026; 

(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);

(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 in English Language and submitted in two (2) hard copies one original & one copy). The two copies shall then be enclosed and sealed in one (1) single outer envelope, and clearly marked at the topmost right corner “NACA Call Center Upgrade” and the Name, Address, Email and Phone Number of the firm boldly written at the back of the envelope, with acknowledgement to NACA office at the address below.

Deadline for Submission: The deadline for the submission of proposal should not be later than Tuesday 12 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/2026/04/RFP-Call-Center-5.doc

PRE-BID MEETING

There will be Pre-Bid Meeting on Friday, 08 May, 2026.

ADDRESS FOR INFORMATION OF PROPOSAL

Attention:
Head Procurement
National Agency for the Control of AIDS (NACA)
Ground Floor Room 1.0No. 3 Zinguinchor Street, Beside AEDC Office, Wuse zone 4, Abuja

OR

Email: procurement@naca.gov.ng

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