Consulting Services for conducting a customer’ satisfaction survey on the quality of hot water and heating services provided by JSC “TERMOELECTRICA”

Project: P172668 - Second District Heating Efficiency Improvement Project Reference: RFP NO. 9134-B3.4 Procurement method: Consultant Qualification Selection Financing: World Bank REQUEST FOR EXPRESSIONS OF INTEREST (CONSULTING SERVICES - FIRMS SELECTION) Republic of Moldova Moldova Second District Heating Efficiency Improvement Project (DHEIP2) Loan No.: 9134-MD Assignment Title: Consulting Services for conducting a customer’ satisfaction survey on the quality of hot water and heating services provided by JSC “TERMOELECTRICA” Reference No . (as per Procurement Plan): RFP no. 9134 - B3.4 Market approach: Open / National The Republic of Moldova has received financing from the World Bank towards the cost Moldova Second District Heating Efficiency Improvement Project (DHEIP2), and intends to apply part of the proceeds for consulting services. The objective of DHEIP2 is to contribute to improved operational efficiency and financial viability of “Termoelectrica” SA, and to improve quality and reliability of heating services delivered to the population of Chisinau. The consulting services (“the Services”) include the performance of a public opinion survey to determine the level of satisfaction with the quality of the services provided by JSC “Termoelectrica”. This survey will sample the group of consumers who live in the residential blocks where Individual Heating Substations (IHS) and associated district heating pipes were installed within the DHEIP2 investment packages. The survey will be conducted in Chisinau at the blocks equipped with IHS - about 100 residential buildings (approx. 10 thousand apartments). To ensure qualitative result of the study, the Consultant will make sure that a sufficient number of respondents (proposed - not less than 1.000) have been interviewed. The interview shall be conducted in an objective and unbiased manner, and sensitivities will be well addressed. The results shall constitute a basis for improving the services and communication practices of the DH company. The tentative timeframe of the assignment is up to three months after consultancy contract’s effective date. The Moldova Energy Projects Implementation Unit now invites eligible consulting firms (“Consultants”) to express their interest in providing the Services. Interested Consultants should provide relevant information proving the required qualifications and relevant experience to perform the Services. The shortlisting criteria are: Proven experience (during the last five years) as a research company and in-house research capacity based on a full-team of professionals. As well as, in-house research experience, to carry out complex research activities including development of questionnaires, collection of data, data processing, development of complex final reports. Proven experience in evaluating the quality of public utility services and customer satisfaction in the public utility companies, at municipal or national level, during the last three years; Proven capacity to involve well-trained and qualified staff; Previous working experience in projects financed by IFIs would be an advantage. The attention of interested Consultants 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 and August 2018 (“Procurement Regulations”), setting forth the World Bank’s policy on conflict of interest. Consultants may associate with other firms to enhance their qualifications, but should indicate clearly whether the association is in the form of a joint venture and/or a sub-consultancy. In the case of a joint venture, all the partners in the joint venture shall be jointly and severally liable for the entire contract, if selected. A Consultant will be selected in accordance with the Selection Based on the Consultants’ Qualification (CQS) method set out in the Procurement Regulations. Further information can be obtained at the address below during office hours 09:00 to 17:00 local time. Expressions of interest must be delivered in a written form to the address below (in person or by e-mail, or by e-mail) by June 06, 2025 . Moldova Energy Projects Implementation Unit (MEPIU) Attn: Mr. Ruslan Surugiu 1, Alecu Russo Street, Block A1, Floor 16th, office 163, MD-2068, city of Chisinau, Republic of Moldova Tel.: +373 22 49-67-90 E-mail: mepiu@mepiu.md