FSC is looking for a development company for Subject RFP 591 Case Management tool development

The purpose is to identify a technology service provider who has experience working with Microsoft ecosystem to develop, test, and implement a case management tool and user portal for general complaints into the FSC System based on the technical specifications defined in the previous phase.

The developed Case Management tool with the following key added value and strategic benefits:

1. Systemic Issue Identification and Organizational Learning
   The tool will centralize strategic information — currently fragmented across teams — enabling the identification of reoccurring complaint types, geographic “hotspots,” and gaps in stakeholder engagement. This will support continuous improvement of FSC’s system and inform potential normative or procedural updates.
2. Improved Efficiency and Effectiveness
   By introducing a structured and unified platform, the tool will replace currently manual or fragmented processes, resulting in more efficient complaint handling and better use of internal resources.
3. Performance Tracking and System-Level Monitoring
   The tool must support the tracking of key performance indicators beyond individual cases, enabling system-wide performance monitoring to assess trends, bottlenecks, and opportunities for improvement in complaints handling and system integrity.
4. Increased Visibility Across the FSC Network
   The system should enable regional and national offices (the FSC Network) to access information on complaints relevant to their country or area. This improved visibility will allow localized follow-up, learning, and process improvement.

5.        Enhanced Transparency and Credibility
By improving transparency and enabling standardized reporting, the tool will help meet stakeholder expectations — including those of FSC members, complainants, and oversight organizations such as ISEAL — for a credible and responsive complaint management process.