RFP/2026/021/9205084-Experience Level Agreement (XLA) Design and Implementation Advisory Experience Journey Mapping, Experience Indicators & XMO Operating Model Design

active

Bidding

UNICEF has now issued a Request for Proposals in order to select a supplier for the provision of Experience Level Agreement (XLA) Design and Implementation Advisory Experience Journey Mapping, Experience Indicators & XMO Operating Model Design UNICEF India ICT Section has been exploring the adoption of Experience Level Agreements (XLAs) as a complementary governance layer alongside existing SLAs, to strengthen its ability to report on user experience outcomes rather than system performance metrics alone. Experience Management and Experience Level Agreement (XLA) frameworks are emerging approaches that complement traditional service management by focusing on user experience and service outcomes. UNICEF India ICT Section is exploring these concepts as part of its digital service improvement efforts. This tender will be run through the UNICEF e-submissions system. By clicking on the blue ‘Express Interest’ button in the UNGM tender notice, the full UNICEF e-submission system instructions to bidders document (including instructions on how to access the tender documents and submit an Offer) will be automatically emailed to the ‘contact persons’ included in your UNGM registration. Alternatively, the full UNICEF e-submission system instructions to bidders document is publicly available on the UNICEF supply internet pages here: https://www.unicef.org/supply/index_procurement_policies.html . In the tender management site, if you navigate to the documents tab and opt in to confirm your intention to submit a Bid – you will then see the mandatory placeholders for documents that must be attached prior to submitting your Offer (you will also see if there are any mandatory questionnaires to complete). As such, you are recommended to `opt in` well before the submission deadline so you are clear exactly what documents are required to be uploaded prior to completing your submission. Please note that in order to access the tender documentation through UNICEF’s e-submissions system, vendors must: (i) be registered with UNICEF in UNGM as a company/NGO; (ii) have successfully completed all mandatory information currently required by UNGM when registering. Please ensure that any files submitted as part of your Bid are not corrupt or damaged in any way. Please exercise particular caution when using compressed files. Any corrupt or damaged files may lead to your Bid being invalidated. All vendors are strongly recommended to regularly log in to the UNICEF e-submissions system to check for any deadline extensions, new clarifications, new correspondence or updated tender documents relating to this tender.

United Nations Global Marketplace (UNGM)

Tender

Broadband, Telecommunications