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Consultancy Services to Develop Requirements and Specifications for the Development of a CMS for the NIC and its Regulated Entities

The Government of Ghana has received financing from the World Bank toward the cost of the Ghana Financial Sector Development Project and intends to apply part of the proceeds for consulting services.

The primary objective of this assignment is to develop the specifications and its requirement needs and a Terms of Reference to help the vendor / developer design and build a Claims and Complaints Management System (CMS) for the National Insurance Commission (NIC) and its regulated entities. The system is intended to enable the NIC monitor adherence to the Claims Management guidelines issued to the regulated entities and to ensure the smooth management of complaints received by Insurance regulated entities and the Commission.

The detailed Terms of Reference (TOR) for the assignment can be found at the following website:

The Ministry of Finance now invites eligible individual consultants (“Consultants”) to indicate their interest in providing the Services. Interested Consultants should provide information demonstrating that they have the required qualifications and relevant experience to perform the Services by submitting the most current CV.

The short-listing criteria from the CV are:

  • At least a Degree in ICT or in a relevant field;
  • Good knowledge of all concepts and principles of claims and complaints management system;
  • Minimum of five (5) years in the provision of consulting services in the insurance sector and regulatory experience in similar country context, and practical experience in internal or external dispute resolution in the insurance sector;
  • Experience in managing and implementing Management Information System solutions, project management and data analysis, for an insurance regulator or firm;
  • Proved previous experience in the design and deployment of a complaint management system or similar applications, preferably in the insurance sector;
  • Good knowledge of all concepts and principles of claims management monitoring workflows;
  • Understanding of issues relating to technology used to enhance efficiency and effectiveness of supervisory activities and regulatory compliance (suptech/regtech);
  • Demonstrated experience and expertise in the insurance sector;
  • Extensive knowledge and expertise of relevant international standards and good practices in internal and external dispute resolution for the financial sector;

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. Setting forth the World Bank’s policy on conflict of interest.

A Consultant will be selected in accordance with Individual Selection Method set out in the Procurement Regulations. Expressions of interest which must bear the title Development of Complaints Management System for National Insurance Commission must be delivered in a written form to the address below (in person or by mail, or by e-mail) by 5:00pm GMT on December 16, 2020

Further information canbe obtained at the address below during office hours from 8:30 am to 4:30 pm, local time or through

Address – For Submission of Expressions of Interest:

Ministry of Finance,
28th February Road,

Finance Drive,
P.O. Box MB 40
New Block, Room 114
Attention: Procurement Expert,
Financial Sector Development Project (FSDP)
Telephone Number +233(0)240-956-958
Online submission:

In the wake of the COVID-19 pandemic and as part of measures to ensure the safety of all our stakeholders,
you are kindly directed to e-mail your correspondence to the address below: