Consultancy: Design And Delivery of A Capacity Building Programme To Improve Customer Experience In The Investment Facilitation Ecosystem in The Caribbean


Caribbean Export Development Agency (Caribbean Export) has received grant funding from the Caribbean Development Bank (CDB) to execute and implement the Improving the Ease of Starting a Business in the Caribbean Project (GRANT NO. GA /REG). The general objective of this project is to achieve an improvement in the processes and procedures for starting a business in the CDB’s Borrowing Member Countries (BMCs) through: Reduction in the number of procedures and time to start a business through the establishment of a virtual one-stop shop for business registration; and enhanced ability to deliver superior customer service within the business registry ecosystem.

Project Objective

The objective of the assignment is the design and delivery of a capacity building programme for the relevant institutions within the public sector to improve customer experience in the investment facilitation ecosystem in the Region. The beneficiary entities will include the national business registries, the social security departments and inland revenue departments who are engaged in the process of starting a business within the beneficiary countries. All activities including training sessions will be done virtually.

Qualifications and Experience

Key Expert Business Development Consultant

Postgraduate qualifications in Business Administration, Marketing, Economics, International Trade, Management, IT, or related fields.

At least five years of relevant professional experience in the provision of business administration and customer service consultancy.

Please provide examples of previous experience in at least two relevant projects and/or training on customer satisfaction by resetting the client´s expectations and improving the reality. The project should include the development of a guidebook or tool kit and an online resource.

At least five years’ experience in developing and executing a communication strategy to inform clients of changes undertaken to improve customer experience.

Proficiency in computer application and e-business solutions to assist institutions improve their service delivery.


As a consultant firm:

  • be legally incorporated or otherwise organised in a CDB member country;
  • have their principal place of business in a CDB member country and;
  • be more than 50 per cent beneficially owned by citizen(s) and/or bona fide resident(s) of CDB member country(ies) or by a body(ies) corporate meeting these requirements.
  • In the case of unincorporated firms, such as partnerships, or individual consultants the persons must be citizens or bona fide residents of a CDB member country.

Required Documentation

  1. A technical proposal outlining the approach, methodology and timelines together with Curriculum Vitae of participating staff, detailing education, training, certifications, and related work experience.
  2. A financial proposal reflecting the budget for the timely and effective implementation of the technical proposal. These are to be sent electronically to Phillip Jackson at: copied to Damie Sinanan at

The deadline for submissions is March 31, 2024 at 4:30 P.M. Barbados Time (AST).

Download the full terms of reference.