REQUEST FOR PROPOSAL FOR DIGITAL EXPERIENCE AND ANALYTICS PLATFORM

KCB BANK KENYA LIMITED TENDER SEPTEMBER 2025 

REQUEST FOR PROPOSAL

REQUEST FOR PROPOSAL FOR DIGITAL EXPERIENCE AND ANALYTICS PLATFORM

Last Date for Receipt of bids: 08/09/2025

Introduction

KCB BANK (hereinafter referred to as “the Bank”)is a leading Commercial Banking Group in the East African region renowned for its diversity and growth. The Bank’s vision is to be the preferred financial solutions provider in Africa with global reach.

The Bank has eight subsidiary companies – KCB Kenya, KCB Tanzania, KCB South Sudan, KCB Bank Uganda, BPR Bank Rwanda, KCB Burundi sand Trust Merchant Bank (TMB).

The platform is anchored on consolidation across our existing business, expanding and modernizing delivery channels, improving operational efficiencies, turning in returns commensurate with level of investment and compliance with all regulatory and internal policy guidelines.

The information in this document and its appendices and attachments is confidential and is subject to the provisions of our non-disclosure agreement and should not be disclosed to any external party without explicit prior written consent of Kenya Commercial Bank.

The bank would wish to source and implement Digital Experience & Analytics Platform. This document constitutes the formal Request for Proposal (RFP) for Digital Experience & Analytics Platform and is being availed on an open tender basis and is open for bids from companies that meet the requirements stated herein.

1.2 Objective of this RFP

The primary objective of the digital experience platform is to:

• Expand Market Reach & Drive Revenue Growth: Capture a broader demographic by delivering seamless, accessible digital experiences to increase sales and revenue through digital channels.
• Enhance User Experience, Retention and Engagement: Build user loyalty and engagement through personalized, efficient, and interactive digital journeys to reduce bounce rates, improve 7 app speed, and optimize user journeys
• Optimize Technical Infrastructure to Improve Customer Satisfaction: Improve technical performance, stability, and security to support future growth and Enhance customer satisfaction and loyalty.
• Data-Driven Decision-Making to Optimize Design Efforts: Use insights to guide real-time decisions, enhance the customer journey and improve platform effectiveness

1.2.1 KCB Bank Group Establishment

KCB Bank Group, founded in 1896, is the leading financial services provider in East and Central Africa with operations across seven countries and a customer base of over 30 million. Listed on the Nairobi Securities Exchange (NSE), the Group operates a universal banking model spanning retail, SME, corporate, and institutional banking, supported by over 400 branches, 1,000 ATMs, agency outlets, and rapidly expanding digital channels. Today, more than 95% of transactions are conducted through mobile and online platforms, underlining KCB’s leadership in digital banking.

Given the scale of its customer base, transaction volumes, and digital-first agenda, KCB requires a robust product analytics solution to transform data into actionable insights. This will enable the Bank to enhance customer experiences, optimize product performance, strengthen compliance, and sustain its competitive edge in a rapidly evolving financial services landscape.

The Head Office for the group is in Kencom House Nairobi, Kenya. Further information about the bank can be obtained from the group’s website (http://www.kcbgroup.com )

1.3 Format of RFP Response and Other Information for Bidders

1.3.1 The overall summary information regarding the Provision of Digital Experience and Analytics Platform is given in section 2 – Scope of Work. The bidder shall include in their offer, any additional services considered necessary for the successful execution of their proposal.

1.3.2 The technical response will be done through the bank’s supplier portal. Please ensure your registration is active and you can respond. Any responses outside this portal shall not be honored.

1.3.3 The Technical Proposal should contain the following:

Bidders, willing to be considered for Provision of & implementation of Digital Experience and Analytics Platform should provide company information as articulated in the Requirements section in the sourcing tool under section 1: Company Profile.

Proposals will be evaluated based on the Supplier’s distinctive plan for performing the requirements of the RFP. Therefore, the Supplier should present a written narrative, which demonstrates the method or manner in which the Supplier proposes to satisfy these requirements. The language of the narrative should be straightforward and limited to facts, solutions to problems, and plans of action.

Where the words “shall” or “must” are used, they signify a required minimum function of system capacity that will heavily impact the Bidder’s final response rating.

Where the words “may” or “desired” are used, they signify that the feature or capacity is desirable but not mandatory; therefore, the specifications in question will possess minimal impact on the Bidder’s final response rating.

The method by which the proposed method of performance is written will be left to the discretion of the Supplier. However, the Supplier should address each specific paragraph and subparagraph of the Specifications by paragraph and page number as an item for discussion. Immediately below these numbers, write descriptions of how, when, by whom, with what, to what degree, why, where, etc., the requirements will be satisfied.

You are required to answer all questions in the Requirements division and attach relevant information where required. Do not attach one bulk attachment as it makes it cumbersome to score your bid.

1.3.4 The Financial proposal

The Financial proposal shall clearly indicate the total cost of carrying out the solution as follows:

1. a)The Supplier shall provide a firm, fixed price for the Original Contract Period. All costs associated with the required IT System shall be included in the prices. Kindly note that the cost should include supply, installation, and commissioning of the IT System inclusive of all freight charges and applicable duties and taxes (VAT and withholding Tax).
2. b)Additional Cost to Complete. Provide an itemized list of any items not included above by the Bank and related costs that the Supplier deems necessary to provide the information to meet the requirements specified in proposal. Failure to provide said list shall not relieve the Supplier from providing such items as necessary to meet all the requirements specified in proposal at the Fixed Price Purchase Costs proposed. Ensure to provide your tax assumptions.

1.3.5 Price Validity

Bidders are requested to hold their proposals valid for ninety (90) days from the closing date for the submission. The Bank will make its best efforts to arrive at a decision within this period.

1.3.6 Commencement of Assignment

Assuming that the Contract will be satisfactorily concluded, the bidders shall be expected to commence the assignment after the final agreement is reached.

1.3.7 The Contracting Arrangements The contracting arrangements shall clearly define the responsibilities and the services to be provided by each firm in the case of a joint venture.

1.3.8 Bid Acceptance

The Bank reserves the right to accept or to reject any bid, and to annul the bidding process and reject all bids at any time prior to the award of the contract, without thereby incurring any liability to any Bidder or any obligation to inform the Bidder of the grounds for its action. The vendor’s terms and conditions will not form part of any contract with KCB in relation to this tender. Canvassing is prohibited and will lead to automatic disqualification.

1.3.9 Cost of bidding

The Bidder shall bear all costs associated with the preparation and submission of its bid, and the Bank will in no case be responsible or liable for those costs, regardless of the conduct or outcome of the bidding process.

1.3.10 Clarification of Bidding Document

1. i)All correspondence related to the contract/proposal shall be made in English.
2. ii)Should there be any ambiguity, conflict, discrepancy, omission, doubt, uncertainty or other error, the Bidder shall seek clarification in writing through the sourcing portal under the messages tab.

iii)    Any clarification sought by the bidder in respect of the RFP shall be addressed at least five 11 (5) days before the deadline for submission of bids, in writing to the Head of Procurement through the same mail.

1. iv)It is the responsibility of the Bidder to obtain any further information required to complete this RFP.
2. v)Any clarification requests and their associated response will be circulated to all Bidders.
3. vi)The RFP Clarification Template is as follows: –

• Company Name:
• Contact Person: (primary Supplier contact)
• E-mail:
• Phone:

The queries and replies thereto shall then be circulated to all other prospective bidders (without divulging the name of the bidder raising the queries) in the form of an addendum, which shall be acknowledged in writing by the prospective bidders.

1.3.11 Amendment of Bidding Document

At any time prior to the deadline for submission of bids, the Bank, for any reason, whether at its own initiative or in response to a clarification requested by a prospective Bidder, may modify the bidding documents by amendment.

All prospective Bidders that have received the bidding documents will be notified of the amendment in writing through the Banks supplier portal, and it will be binding on them. It is therefore important that bidder registers on the KCB Supplier Portal.

To allow prospective Bidders reasonable time to take any amendments into account in preparing 12 their bids, the Bank may at its sole discretion extend the deadline for the submission of bids based on the nature of the amendments.

1.3.12 Deadline for Submission of Bids

All Bids should be submitted through the supplier portal.

Please note:

• Soft Copies for each proposal are to be provided in PDF through the sourcing portal.
• Any bid received by the Bank after the deadline data as specified in the supplier portal will be rejected.

1.3.13 Responsiveness of Proposals

The responsiveness of the proposals to the requirements of this RFP will be determined. A responsive proposal is deemed to contain all documents or information specifically called for in this RFP document and in the sourcing platform. A bid determined not responsive will be rejected by the Bank and may not subsequently be made responsive by the Bidder by correction of the non-conforming item(s).

1.3.14 Cost Structure and non-escalation

The bidder shall, in their offer (Financial Proposal), detail the proposed costs. No price escalation under this contract shall be allowed. The Bank shall not compensate for any costs incurred in the preparation and submission of this RFP.

1.3.15 Taxes and Incidental

Costs The prices and rates in the financial offer will be deemed to be inclusive of all applicable taxes and any other incidental costs.

1.3.16 Currency for Pricing of Tender

All bids in response to this RFP should be expressed in KES or USD. Expressions in other currencies shall not be permitted. The portal shall calculate the currency conversion to Kenya’s official currency i.e KES

1.3.17 Correction of Errors.

Bids determined to be substantially responsive will be checked by the Bank for any arithmetical errors. Errors will be corrected by the Bank as below:

• Where there is a discrepancy between the amounts in figures and in words, the amount in words will govern, and
• Where there is a discrepancy between the unit rate and the line total resulting from multiplying the unit rate by the quantity, the unit rate as quoted will govern. The price amount stated in the Bid will be adjusted by the Bank in accordance with the above procedure for the correction of errors.

1.3.18 Evaluation and Comparison of Bids

Technical proposals will be evaluated and will form the basis for bids comparison. All tender responses will be evaluated in three phases: –

1. a)Preliminary evaluation that will determine administrative compliance.
2. b)Detailed technical evaluation to determine technical compliance and support responsiveness of the vendor (This will include presentations and reference checks)
3. c)financial evaluation to consider competitiveness and the financial capability of the vendors

Once the bids are opened, bid evaluation will commence. In the event that the bank may need to visit client site, vendors will be notified in writing. The bank may also make surprise unannounced visits to the vendors offices to verify any information contained in the bid document. All visits are at the discretion of the bank. Vendors may also be called upon to make brief and short presentations and/or demos on their technical solutions before a panel constituted by the bank.

Technical proposals will be evaluated based on the criteria indicated in section 2 – Scope of Work.

Financial bids of firms whose technical proposals are found to be non-qualifying in whatever respect will not be opened.

2. SECTION 2 – SCOPE OF WORK

2.1. SPECIFIC OBJECTIVES OF THE IMPLEMENTATION

It is KCB’s intent to select a vendor who will demonstrate solid experience, and capacity in the provision of & implementation of Digital Experience & Analytics Platform that will be able to support KCB Kenya and its subsidiaries The vendor should be able to successfully deliver the following, but not limited to the below:

1. Establish a Unified View of the Customer: Consolidate data from all digital touchpoints to create a single, privacy-compliant view of customer behaviour across mobile and USSD.
2. Enhance Decision-Making Through Real-Time Insights: Enable stakeholders to access accurate, real-time analytics to inform product development, marketing strategies, and operational improvements.
3. Drive Personalised Customer Experiences: Utilise behavioural data and predictive models to deliver contextually relevant offers, content, and recommendations that improve engagement and satisfaction.
4. Optimise Customer Journeys: Identify and address friction points within key journeys to increase completion rates, reduce abandonment, and improve conversion.
5. Enable Proactive Service Recovery: Detect anomalies, transaction failures, and user issues early, triggering alerts for rapid resolution to protect customer trust.
6. Strengthen Compliance and Data Governance: Implement secure data handling, consent management, and audit capabilities to meet CBK, GDPR, and Kenya Data Protection Act requirements.
7. Support Continuous Improvement Through Experimentation: Provide robust A/B testing, multivariate testing, and feature flagging to validate changes and measure impact before full rollout.
8. Integrate Seamlessly with Enterprise Systems: Ensure bi-directional integration with core banking, CRM, BI tools, data warehouses, and marketing platforms for consistent data flow.

Details can be obtained from the KCB website. To submit your proposal, please follow the link: https://ke.kcbgroup.com/about-us/suppliers