Call for interest on Managment of Public Toilets, KMC

Call for Interested (COI): Public Toilets Operation and Management within Kathmandu Metropolitan City 1. Invitation Kathmandu Metropolitan City (KMC) City Planning Commission (CPC), Kathmandu, Nepal Date of first publication: 2083.07.12 Kathmandu Metropolitan City, City Planning Commission - Call for Interested Consultants/Firms/NGOs/ Service Providers from qualified and experienced service providers for regarding the operation and management of public toilets within the metropolitan area. Respondents are requested to describe their capacity to operate and manage public toilets with reference to the objective of COI 0n Public Toilet Operation and Management and provide suggestions on its practical implementation. Through this call, KMC seeks to identify potential service providers and gather information and innovative ideas to inform its study and further service delivery planning. Interested firms, consultants, NGOs, social enterprises, cooperatives and joint ventures are encouraged to submit the information outlined in Section 6. Information and suggestions received will inform KMC’s study and future arrangements for public toilet operation and management. Any subsequent service provider selection will follow a separate process. 2. Background and Objectives KMC aims to ensure that every public toilet in the city provides a clean, safe, accessible, functional, dignified, well-managed and sustainable service, with users at the center of operation and management. This COI sets minimum requirements covering daily operation and opening; cleaning and hygiene; safety and security; accessibility and inclusion; functionality and user comfort; staffing and management; water, energy and waste management; user feedback; monitoring and continuous improvement. KMC's priority is reliable daily operation rather than complex monitoring systems. The selected service providers will be expected to deliver a few visible conditions consistently: water, cleanliness, working fixtures, privacy, safety, basic accessibility, a responsible caretaker and a quick way for users to report problems. The objectives of this call are to: 1. Secure professional, accountable operation of KMC public toilets under defined service standards. 2. Improve user satisfaction, particularly for women, children, older persons and persons with disabilities. 3. Establish simple, verifiable records that allow KMC to identify and resolve recurring problems. 4. Promote efficient use of water and energy and environmentally sound waste and septage management.3. Scope of Services The service provider will operate and maintain the assigned toilets in full compliance. Toilets will be grouped into lots by location and category; the number and list of toilets per lot will be issued with the Request for Proposal. Applicants may express interest in one or more lots. Category Typical location Operating expectation A. High-use urban / transport Bus parks, major roads, markets Extended hours, frequent cleaning, dedicated staff, stronger monitoring B. Park / heritage / public space Parks, heritage sites, squares Cleanliness, accessibility, protection of heritage setting C. Ward / community Neighborhoods Named local caretaker, basic maintenance, local monitoring D. SMART / PPP Selected high-profile sites Performance-based operation, digital monitoring, contractual service levels E. Event / temporary Festivals, jatras, public events Additional units sized to expected users, dedicated cleaning staff 3.1 Daily operation • Open and close each toilet according to KMC-approved hours. • Carry out an opening check every day before public use. • Display opening hours, operator and caretaker contact, emergency number and any approved user fee. • Collect only KMC-approved user fees, where applicable. 3.2 Cleaning and hygiene • Combine continuous spot-cleaning of soiled areas with a thorough cleaning of the whole facility at least twice daily, increasing frequency at high-use sites and peak periods. • Clean toilet pans, urinals, floors, walls, wash basins, mirrors and the surrounding area within [10] meters of the facility, keeping it free of litter, posters and open urination. • Clean immediately when significant contamination occurs. • Keep water, soap and, where provided, tissue available at all times; hold basic supplies on site for quick replenishment. • Provide covered bins for sanitary waste in women's toilets and dispose of all toilet waste properly. • Display an inspection card at each toilet showing date, time, cleaner's initials and supervisor's sign-off. • Use wet-floor signs during cleaning and handle cleaning chemicals safely.3.3 Maintenance and repair The service provider will follow KMC's three-level maintenance and response system. Level Typical issues Responsibility 1. Immediate attention Cleaning, no water, soap Service provider: make safe replacement, leakage, blockage, immediately and repair as soon broken lock, minor plumbing or as practicable electrical faults 2. Planned maintenance Painting, major plumbing or Service provider records and drainage, water tank, sanitary reports; work scheduled as fittings, non-critical building agreed with KMC repairs 3. Upgrade / reconstruction Inadequate capacity, structural Referred to KMC for or serious sanitation problems, assessment, budget and major accessibility limitations planning Any cubicle with an electrical hazard, broken lock, severe leakage or unsafe floor must be closed or isolated immediately. Any toilet with sewage overflow, a dangerous electrical condition or no usable water must be temporarily closed until safe. 3.4 Accessibility and inclusion • Keep ramps, accessible cubicles and access routes free from storage or obstruction. • Maintain privacy, menstrual hygiene provisions, handrails, grab bars and adequate lighting. • Use clear pictorial signage understandable by local users and visitors. • Identify the most important accessibility barriers at each site and report them for progressive improvement. 3.5 Water, energy and environment • Stop visible leaks and repair continuously running taps or cisterns promptly. • Install water-saving fittings whenever old fittings are replaced. • Use energy-efficient lighting and environmentally responsible cleaning materials. • Segregate waste, and arrange septic tank inspection and desludging with a simple maintenance record. 3.6 Staffing and conduct • Assign a named operator and caretaker to every toilet. • At Category A sites, deploy at least one male and one female attendant per shift throughout operating hours. • Appoint a supervisor who visits each assigned toilet at least twice daily. • Ensure all cleaning staff complete KMC-recognized training in toilet cleaning, chemical safety and courteous service within three months of deployment. • Provide uniforms, identity cards and personal protective equipment to all staff.• Comply with Nepal's labor and Social Security Fund requirements, pay at least the statutory minimum wage, provide a weekly day off, and employ no child labor. 3.7 User feedback and records • Display a QR code near the exit linked to KMC's one-question poll ("How was this public toilet today?" Good / Acceptable / Poor), plus a telephone or WhatsApp contact for users without smartphones. • Keep one simple daily record of opening, cleaning, major defects and complaints. • Submit periodic operating reports to KMC in the agreed format. 4. Service Standards and Performance Monitoring KMC will assess performance against its eight standards, weighed as below. Each toilet will be rated Excellent, Satisfactory, Needs Improvement or Critical, and the rating will inform payments and contract continuation. Standard Weight Clean & hygienic 20% Safe & secure 15% Accessible & inclusive 15% Functional & dignified 15% Well managed 10% Sustainable 10% User-centered 10% Context-specific 5% Total 100% Site inspections will use a short Yes / No / Not Applicable checklist. A "No" requires the corrective action shown. Check Question Action if "No" Clean Is the toilet reasonably clean Clean and recheck and free from serious odor? Water Is water available? Restore supply or escalate Soap Is soap available at Replenish handwashing points? Function Are most toilets, urinals and Mark defective unit and repair taps usable?