08.02.2010

Republic of Serbia
Real Estate Cadastre and Registration Project
Consulting services for customer satisfaction survey
Credit No. YF3908

This request for expressions of interest follows the general procurement notice for this project that appeared in Development Business No. 666 of November 16, 2005.

The Republic of Serbia - Republic Geodetic Authority (RGZ) has received a credit from the International Development Association (IDA), and intends to apply part of the proceeds of this credit to payments under the contract for Customer Satisfaction Survey, ref. no. No. SAM-RECRP-YF3908-QCBS-CS-10-222.

The survey will be undertaken as a follow up of the previous customer satisfaction surveys under the Real Estate Cadastre and Registration Project (RECRP), to provide data and information on the current situation regarding the degree of customer satisfaction from the services provided by the RGZ offices, as well as to sound out customers’ requirements for possible new RGZ services in order to assist RGZ’s strategic and business planning. The main objective of this assignment is to evaluate customer satisfaction with RGZ services utilizing proper methodology, implementation and analytics of the results for the selected representative urban and rural areas of the Republic of Serbia. The customer satisfaction survey will assess the project status and monitor the quality of customer services, the knowledge of the services, the perception by the public on the quality of services provided, and customers’ requirements for possible new RGZ services, building upon the results of the previous customer survey (March 2008). It will assess the quality, efficiency and effectiveness of land administration service provision by the Real Estate Cadastre (REC), focusing on the quality of client services and client satisfaction. It will also recommend ways in which the Cadastre and Registration Systems can be modified to ensure that all stakeholders receive the benefits of, and access to, opportunities created by the new institutional structure.

The Project Implementation Unit (PIU) of the Republic Geodetic Authority now invites eligible consultants to indicate their interest in providing the services. Interested consultants must provide information indicating that they are qualified to perform the services (brochures, description of similar assignments, experience in similar conditions, availability of appropriate skills among staff, etc.). Consultants may associate to enhance their qualifications.

A consulting firm will be selected in accordance with the procedures set out in the World Bank’s Guidelines: Selection and Employment of Consultants by World Bank Borrowers, January 1997 (revised September 1997, January 1999 and May 2002).

Interested consultants may obtain further information from the Project Implementation Unit of the Republic Geodetic Authority at the address below from 09:00 to 15:00 hours.

Expressions of interest must be delivered to the address below by February 19, 2010.

Republic Geodetic Authority
Project Implementation Unit
11000 Belgrade, Serbia
Bulevar vojvode Mišića 39,
Tel./Fax: +381 11 2652 408
E-mail: ljkrejovic@rgz.gov.rs