Terms of Reference (ToR)

Sourcing of Online Taxi Service Provider for FAWE Africa

1) Background

FAWE Africa seeks to engage a reputable and reliable firm to provide online taxi services for official

organizational use in support of staff movements, visitors, and program activities. The provider must

deliver safe, efficient, and cost-effective transport solutions tailored to FAWE Africa’s corporate

operations.

2) Objective

To identify and contract a service provider offering corporate/business packages for online taxi

services that meet FAWE Africa’s operational, compliance, and reporting requirements.

3) Scope of Work

Qualified firms shall submit proposals addressing the following:

1. a) Rates & Billing Options

• Transparent fare structure (base fare, distance/time rates, surge rules, waiting time,

cancellations).

• Corporate billing (monthly consolidated invoices, cost centers, GL coding, project/department

tagging).

• Payment terms, preferred currencies, and applicable taxes.
• Ability to support purchase orders (POs) and e-invoicing; itemized trip data attached to

invoices.

1. b) Safety & Service Standards

• Driver vetting (IDs, PSV/appropriate licensing, background checks).
• Vehicle roadworthiness, age thresholds, maintenance schedules, and inspections.
• Incident management and escalation; zero-tolerance safety policy.
• In-app safety features (share trip, SOS, live tracking).c) Availability & Response Times
• Service coverage (primary cities/towns), operating hours (24/7 preferred).
• Average pick-up response times by location/time band.
• Capacity for urgent, off-peak, weekend, and late-night requests; guaranteed availability

options.

1. d) Corporate Discounts/Agreements

• Preferential corporate rates, volume discounts, loyalty programs.
• Any rebates, credit notes, or long-term engagement incentives.

1. e) Fleet Quality & Capacity

• Vehicle categories (standard, executive, SUV, vans/MPVs).
• Minimum vehicle standards (age, cleanliness, safety equipment).
• Options for group travel and vulnerable passengers (e.g., accessible vehicles where available).

1. f) Technology & Accessibility

• User-friendly booking (mobile & web), admin console, and SSO options.
• Real-time dashboards; downloadable reports (CSV/XLSX) on trips, costs, CO₂ estimates, and

usage.

• Role-based access control, audit logs, MFA; data retention settings.
• Ability to whitelist/blacklist geographies, set ride policies, and spending limits.

1. g) Customer Support

• Dedicated account manager: helpdesk hours (24/7 preferred).
• SLAs for ticket response/resolution and complaint handling.
• Proactive communication on outages and incidents.

1. h) Insurance Coverage

• Active passenger liability and comprehensive motor insurance for all vehicles used.
• Evidence of coverage thresholds per incident and per passenger.

1. i) Compliance

• Compliance with applicable transport regulations and labor laws.
• Adherence to FAWE’s policies (safeguarding, anti-harassment, anti-bribery).
• Indicate compliance with relevant national authorities (e.g., licensing and operator permits as

applicable).j) Data Protection & Confidentiality

• Compliance with applicable data protection laws (e.g., Kenya Data Protection Act, 2019) and

FAWE privacy requirements.

• Data Processing Agreement readiness; data localization, retention, deletion on request.
• Secure handling of personal and trip data; breach notification procedures.

1. k) Sustainability Practices

• Availability of hybrid/electric vehicles; options to prioritize low-emission rides.
• CO₂ reporting and reduction targets; carbon offset programs (if any).
• Fleet or operational initiatives that reduce environmental impact.

4) Deliverables (Vendor Submission)

1. Technical Proposal addressing the scope above, including:

o Approach to safety, technology, account management, and service delivery.

o Fleet details and coverage.

o Data protection and information security controls.

o Sustainability plan and metrics.

2. Financial Proposal with:

o Detailed fare structure and all fees.

o Corporate discounts; any tiered pricing by volume.

o Payment terms and invoicing model.

3. Evidence of Experience providing corporate transport solutions (case studies/summary).
4. References from at least three (3) corporate clients (name, contact, engagement scope).
5. Certificates/Licenses & Insurance (copies of valid licenses and insurance policies).
6. Draft Service Level Agreement (SLA) with proposed KPIs and penalties/credits.
7. Signed Compliance Declarations (see Annexes).

5) Contract Duration & Implementation

• Initial Term: 12 months from contract signature, renewable subject to satisfactory

performance and value for money.

• Implementation Timeline: Account setup, onboarding, and go-live within 2–4 weeks of

award.• Transition/Exit: Provider to furnish ride data exports, outstanding reports, and assist in

orderly transition at contract end or termination.

6) Service Levels & Key Performance Indicators (KPIs)

The provider must commit to SLAs with performance reporting and remedies. FAWE proposes the

following minimum KPIs:

• Average Pickup Time: ≤ 10 minutes in primary service areas during business hours.
• Booking Fulfilment Rate: ≥ 98% (completed vs. requested rides).
• Cancellation Rate (Driver-initiated): ≤ 2% monthly.
• Platform Uptime: ≥ 99.5% monthly.
• Complaint First Response Time: ≤ 1 hour (24/7).
• Complaint Resolution Time (non-critical): ≤ 24 hours; critical incidents: immediate

containment and report within 2 hours, full report within 48 hours.

• Vehicle Standards: 100% compliance with roadworthiness; average fleet age ≤ 8 years (or

better).

• Driver Vetting: 100% of active drivers fully vetted and licensed.
• Reporting Timeliness: Monthly reports submitted by the 5th business day.
• Data Requests: Data export or deletion requests fulfilled within 5 business days.

Remedies: Service credits or other penalties to be agreed in the SLA for repeated SLA breaches.

7) Reporting & Reviews

• Monthly Reports: usage by department/project, spend, incidents, cancellations, on-time

pickup %, CO₂ estimates.

• Quarterly Business Reviews (QBRs): performance vs. KPIs, user feedback, improvement plan,

and innovation updates.

• Ad-hoc Reports: on request for audits, donor reporting, or management needs.8) Pricing & Payment Terms
• Pricing should be competitive and inclusive of all applicable fees (e.g., platform, booking,

waiting, tolls).

• Discounts: indicate corporate/volume discounts and any loyalty benefits.
• Invoicing: monthly consolidated, itemized by rider/department/project with trip IDs, dates,

routes, and costs.

• Payment Terms: Net 30 days from receipt of valid invoice and supporting documents.
• Taxes: invoices must comply with applicable tax laws and show relevant tax identifiers.

8) Eligibility & Mandatory Requirements

Vendors must submit evidence of the following (mandatory, non-scored unless stated):

• Valid business registration and operating licenses for transport services.
• Proof of insurance coverage (passenger liability + comprehensive motor).
• Demonstrated corporate client experience (≥ 3 references).
• Data protection compliance statement and DPA readiness.
• Acceptance (or annotated markup) of FAWE’s key SLA/KPI framework.
• Signed Conflict of Interest and Anti-Bribery declarations (Annexes).

9) Evaluation & Selection Criteria

Stage 1: Mandatory Compliance (Pass/Fail)

• All documents in Sections 4 and 9 are provided and compliant.

Stage 2: Technical & Financial Evaluation (Weighted)

• Technical Proposal – 70%

o Safety & Compliance – 20%

o Technology, Security & Reporting – 15%

o Fleet Quality & Coverage – 15%

o Experience & References – 10%

o Sustainability – 10%

• Financial Proposal – 30%

o Total cost of ownership (fares, fees), clarity of pricing, and corporate discounts.

FAWE may conduct presentations/demos and site/office verification before final award.11) Data Protection & Confidentiality

• Provider must comply with applicable data protection laws (including the Kenya Data

Protection Act, 2019, where applicable).

• A Data Processing Agreement (DPA) will form part of the contract.
• Personal data shall be used strictly for service provision, stored securely, retained minimally,

and deleted upon instruction or contract termination.

• Provider must notify FAWE of any data breach without undue delay and cooperate on

remediation.

10) Ethical Conduct & Safeguarding

• Adherence to FAWE’s policies on anti-bribery and corruption, safeguarding,

anti-harassment, non-discrimination, and related standards is required.

• The provider must ensure drivers maintain professional conduct and comply with FAWE’s

safeguarding expectations.

11) Legal, Compliance & Liability

• Compliance with applicable transport, labor, and occupational health & safety regulations.
• The contract will be governed by applicable national law as specified at award, with

venue/jurisdiction indicated in the final agreement.

• The provider shall indemnify FAWE against third-party claims arising from provider

negligence, non-compliance, or breach.

12) Clarifications

All clarification questions should be sent by email (see Section 16) no later than five (5) calendar days

before the submission deadline. Responses may be shared with all bidders where appropriate.

13) FAWE’s Rights

FAWE reserves the right to:

• Accept or reject any proposal, wholly or in part,
• Annul the process at any time without liability,
• Verify information submitted and request additional documentation,
• Award to one or more providers if beneficial to FAWE.16) Timelines & Submission

Deadline: All proposals must be submitted within two (2) weeks of this advertisement and no later

than 27th March 2026.

Submission: Interested firms should send their proposals to Procurement@fawe.org and addressed

to ‘’FAWE Executive Director’’ with the subject line: Proposal – Online Taxi Services for FAWE Africa.

Proposal Format:

Part A: Cover letter (validity period ≥ 90 days).

Part B: Technical Proposal (Sections 3, 4.1).

Part C: Financial Proposal (Section 4.2) as a separate file (PDF/Excel).

Part D: Statutory/Compliance Documents (Section 9).

Part E: Signed Annexes & Declarations.