Development and implementation of a CRM system for the registration of returned migrants in Labor Mobility Centers

Project Context and Scope
 

Established in 1951, IOM, the UN Migration Agency, works closely with governmental, intergovernmental and non-governmental partners. IOM established its office in Kazakhstan in 1997. Since then, the Organization has been promoting humane and orderly migration for the benefits of all, providing services and advice to the government as well as to migrants. As the Country Office with Coordinating Functions for Central Asia, the IOM mission in Kazakhstan helps to address specific sub-regional migration issues and emerging trends in Kazakhstan, Kyrgyzstan, Tajikistan, Turkmenistan and Uzbekistan, establishing priorities for project development in the country offices in the context of sub-regional strategies, policies and consultative processes.

Since June 2022, IOM has been implementing the regional project “Programme for the Promotion of Managed Labour Migration in Central Asia” (Phase 1), funded by the Swiss Agency for Development and Cooperation (SDC), which aims to contribute to the improvement of labour migration management in order to use the human mobility impact on development in countries of origin, as well as in countries of destination. Project participating countries: Kazakhstan, Kyrgyz Republic, Tajikistan and Uzbekistan. Through six key outcomes, the project aims to support the efforts of governments and other stakeholders in target countries to develop coordination mechanisms to identify problems and regularly adapt and improve labour migration policies and processes at the national and regional levels.

The project has six following deliverables:

I. Participating governments and other key stakeholders in labour migration management develop coordination mechanisms to jointly identify and address problems, and regularly adapt and improve labour migration policies and processes in the region;

II. Public and private employment agencies and vocational training centers are improving their services to better meet the needs of the labour market, as well as potential migrant workers

III. Employers in destination states consider ethical recruitment and organised recruitment standards

IV. Potential migrant workers are better informed and prepared to assert their rights and protect themselves in recruitment and migration

V. Migrants and their families have better access to inclusive financial services and products, which improves living standards

VI. Improving the migration accounting system. 

The International Organization for Migration (IOM) is committed to bolstering national efforts to enhance the integrity and effectiveness of seasonal worker migration programs for Kazakh nationals seeking employment abroad. IOM's involvement focuses on ensuring that prospective migrant workers receive accurate and timely information about legal migration pathways. By raising awareness and facilitating access to reliable guidance, this initiative aims to reduce the risks of trafficking and labor exploitation, while also improving the regulation of labor migration flows. Additionally, it seeks to protect the rights and well-being of labour migrants working overseas. These efforts contribute to strengthening bilateral labor mobility cooperation between sending and destination countries.

As part of the Capacity Building component from the previous phase of the project, pilot Pre-Departure Orientation (PDO) Centres have been established. These centers provide citizens with consultations on pre-departure preparations for working abroad. Furthermore, a Customer Relationship Management (CRM) system will be developed to monitor and track returning migrants at the local level. This system will enhance the collection and management of data on returnees, ultimately leading to more effective reintegration support and informing future policy development. The creation of a data collection system for return migrants to provide further assistance, highlighting the need to acquire a CRM system for this purpose. The implementation timeline for the CRM system considers a two-year license and the need for detailed module specifications. The integration of return migrants with new skills into the labor market aims for better market integration. The ownership of the database will be transferred to the relevant state structures. Training and adaptation of the return migration handbook will involve service providers or implementing partners. Collaboration with various academies to pilot and implement the return migration handbook is considered. Statistical data collection in the handbook will track the economic inclusion of return migrants and their impact on the labor market.

The project activity will contribute to the Outcome 4 of the project: “Prospective migrant workers are better informed and prepared to protect themselves throughout the migration cycle”. 

The selected organisation will create a database in form of development and implementation of a CRM system to register returned migrants at the Pre-Departure Orientation (PDO) Center, track their inquiries both in person and by phone, monitor reintegration progress, and manage data related to employment, healthcare, housing, and legal support.

  Organizational Department / Unit to which the Consultant is contributing
Labour Migration and Development Unit, “Labour Migration Programme – Central Asia”, LM.0479 Tasks to be performed under this contract Stage 1: Planning and Design Week 1 - Inception Report submitted
- Stakeholder consultations held
- System design and data model approved Stage 2: Development and Configuration Weeks 2–4 - Core CRM modules developed (registration, reintegration, requests)
- Multilingual interface implemented (RU/KZ)
- Mapping and analytics integrated
- User roles and security protocols configured Stage 3: Testing, Training and Deployment Week 5 - User testing (UAT) conducted
- Staff training completed
- User/admin manuals delivered Stage 4: Go-Live and Support Weeks 6–8 - System deployed and accessible online
- First migrant data registered
- Reports generated
- Support and bug fixes provided
- Final report and handover package delivered Performance indicators for the evaluation of results
Centralized Migrant Database  
A centralized, real-time CRM system is established to register returned migrants at Pre-Departure Orientation (PDO) or Labour Mobility Centers. The system stores comprehensive and up-to-date data on return migrants, including personal details, migration history, vulnerability status, and acquired skills enable better integration into the workforce by aligning individual expertise with labor market demands.

1. Reintegration Tracking Mechanism
   The CRM enables continuous tracking of reintegration progress for each returnee, supporting early identification of barriers and provision of tailored assistance in employment, housing, healthcare, and other reintegration areas.
2. Automated Reporting and Analytics
   The system generates structured, data-driven reports and visual dashboards to inform evidence-based policymaking, track service delivery efficiency, and support resource planning and targeted interventions.
3. Data Protection and Privacy
   The CRM ensures full compliance with national and international data protection standards, including secure user authentication, encrypted storage, and restricted access to sensitive information.
4. Sustainable Maintenance and Support
   The contractor provide continuous technical support, system monitoring, and regular updates to ensure system reliability, adaptability to evolving needs, and scalability for future expansion.
5. Integrated Request Management Module
   A user-friendly module allows LMC staff to submit and track service inquiries both in person and via phone. 
6. Multilingual Interface
   The system is fully accessible in Kazakh and Russian.
7. Geographic Integration and Mapping Tools
   The CRM includes a geographic mapping module for visualizing data by region or locality, enabling spatial analysis of reintegration trends and guiding geographically targeted support.
8. Role-Based Access Control
   The system includes a permission management framework, allowing users with different roles (e.g. data entry officer, administrator) to access appropriate system functions and data.

 

1. User Activity Logging (Audit Trail)
   All key system actions are logged to support accountability, quality assurance, and audit processes. 
2. Interactive Dashboards with Key Indicators
   Real-time dashboards are available for administrators and decision-makers, displaying essential metrics such as number of consultations, reintegration outcomes, and regional service gaps.
3. Offline Functionality (Optional)
   If required, a lightweight offline mode will be included to allow data entry in areas with limited connectivity, with automatic data synchronization once the connection is restored.
4. Data Export and Integration Capabilities
   The system supports secure data export (e.g. CSV, Excel, PDF) and is designed for future integration with government or partner platforms via open APIs.
5. User Training and Documentation
   The contractor will provide initial training sessions (in Kazakh and Russian) for relevant staff and deliver clear user manuals, guidelines, and technical documentation for system operation and maintenance.

Education

• Education in IT, Data Science, Machine Learning, or related fields.  

Experience and Skills

• Experience in development and integration of CRM systems (e.g. Salesforce, Microsoft Dynamics, Bitrix), with a minimum of 5 years of experience in multilingual environments and integration with third-party or government platforms with client references and a portfolio of completed projects.
• Expertise in working with secure, high-performance databases (e.g. MySQL, PostgreSQL, MongoDB, Oracle, SQL Server), with integration into existing infrastructure.
• Proven ability in secure cloud or hybrid hosting with reliable backup, recovery, and service continuity. Offline functionality for data collection, with automatic synchronization when connectivity is restored.
• Experience in backend and system integration using technologies such as Node.js, Python (Django/Flask), Java (Spring Boot), or PHP, with a minimum of 5 years of experience.
• Experience in developing responsive, multilingual user interfaces (Russian and Kazakh) using modern JavaScript frameworks (React, Angular, Vue), and related technologies (HTML, JavaScript, SQL).
• Proficiency in building interactive dashboards and data reporting using tools such as Power BI, Tableau, or Metabase.
• Experience in open API architecture for future integration with external systems. Compliance with national and international data protection standards.
• Commitment to providing ongoing technical support, regular updates, and user training to ensure system stability and user proficiency. 

Languages

• English, Russian

    Travel required

• No

Required Competencies   IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.   Values - all IOM staff members must abide by and demonstrate these three values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Notes

1. Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
2. Appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable.
3. IOM covers Consultants against occupational accidents and illnesses under the Compensation Plan (CP), free of charge, for the duration of the consultancy. IOM does not provide evacuation or medical insurance for reasons related to non-occupational accidents and illnesses. Consultants are responsible for their own medical insurance for non-occupational accident or illness and will be required to provide written proof of such coverage before commencing work.
4. IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.
5. IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
6. IOM only accepts duly completed applications submitted through the IOM online recruitment system. The online tool also allows candidates to track the status of their application.

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