Request for Proposals for Client Exit Interview surveys (CEIs) Zambia

March 5, 2025

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Country: Zambia
Organization: Tiko
Closing date: 13 Mar 2025

Background

Table of Contents

Tiko is an organization that uses its digital platform to motivate young people to make positive choices. Its program in Zambia leverages the Tiko platform to help young people aged 10–24 access sexual and reproductive health (SRH) services. The platform connects them with service providers and employs various behavioural interventions to encourage and reinforce positive healthcare-seeking behaviours.

The program aims to improve SRH outcomes while empowering young people to make informed decisions about their sexual health. Tiko’s approach involves supporting an ecosystem of actors who inform, support, and encourage young people to seek SRH services. This ecosystem fosters positive feedback loops, enabling young people to access information and make informed choices about their health. Tiko operates in Kenya, Uganda, Ethiopia, Burkina Faso, South Africa, Nigeria, and Zambia.

Scope of Work

Tiko seeks a consultant to conduct Client Exit Interview surveys (CEIs) at Tiko-supported public health facilities, private clinics, and pharmacies in Lusaka in Zambia. These exercises will help Tiko monitor and evaluate the quality of services provided at these facilities. Additionally, the CEIs will provide insights into Tiko clients’ well-being using the Multidimensional Poverty Index (MPI) approach.

The consultant will conduct routine (quarterly) Tiko-designed CEIs at selected facilities within Tiko’s operational ecosystems in Lusaka. Responsibilities will include data collection, analysis, and reporting of the client exit interviews.

Objectives of the CEIs

There are two main objectives of the client exit interviews (CEIs):

  • To understand Tiko users. This will be done by assessing their wellbeing using the multidimensional poverty index approach.
  • This study will assess Tiko users’ experiences with services and the quality of counseling received at Tiko facilities. It will also assess users’ perceptions of the provider/facility’s friendliness.

Research Questions

The CEIs will aim to answer the following research questions:

  • To what extent do the young people who access FP, HIV prevention, and treatment services (and shortly, SGBV and mental health) on the Tiko platform receive quality services from participating health facilities?
  • To what extent are the participating health facilities providing youth-friendly services to young people who are accessing services on the Tiko platform?
  • How can the services be improved to meet the needs of Tiko users?
  • What are the characteristics of Tiko clients using the multidimensional poverty index assessment?

Survey Approach & Methodology

A quantitative methodological approach will be used to conduct exit interviews at selected Tiko-supported facilities, including private clinics, pharmacies, and public health facilities. The target respondents are adolescents and young people aged 10–24 years in Zambia.

These surveys will be conducted quarterly, with the first round scheduled for the second quarter of 2025. The estimated sample size per quarter is 150 interviews. Tiko will provide a sampling strategy to be followed.

Activity 1: Inception report

Time frame: Once – First Quarter

Deliverable: Inception report in .ppt slide deck detailing 1. The study field team 2. Study work plan including training, pilot, data collection, analysis, reporting, and dissemination 3. Research ethics and safeguarding 4. Timelines.

Activity 2: Questionnaire scripting

Time frame: Once – First Quarter

Deliverable: Questionnaire scripted on Survey CTO

**Activity 3:**Data collection

Time frame: Quarterly

Deliverable: Compiled raw data for internal checks and validation

**Activity 4:**Field operations report

Time frame :Quarterly

Deliverable: A detailed field report following completion of data collection. The report will contain quality control measures taken, percentage sample reached, and any other field observations that may affect findings or areas of risk needing Tiko’s attention

Activity 5: Survey reports. The reports must be insightful to assist in program improvements and risk management.

Time frame: Quarterly

Deliverable: Detailed report with analysis supporting the findings and conclusions in the report.

**Activity 6:**Final cleaned data set in spss/stata or .csv where appropriate and syntax/do-files.

Time frame: Quarterly

Deliverable: Final cleaned data set in spss/stata or .csv where appropriate and syntax/do-files

Technical Requirements

We are seeking a consultant or team with the following skills and qualifications:

  • Relevant Experience: Demonstrated expertise in conducting similar assignments with Non-Governmental Organizations (NGOs), including strategies for engaging with young users.
  • Local Knowledge: Proven experience working in Zambia with a strong understanding of the Zambian health system.
  • Field Team Availability: Ability to deploy a dedicated field team for data collection.
  • Data Analysis & Reporting: Strong data analysis skills and a track record of producing high-quality reports.
  • Project Plan: Submission of a detailed activity plan outlining actions to achieve the assignment’s objectives, including budgeted hours, timelines, sequence of activities, and assigned staff levels.
  • Team Credentials: CVs for the proposed core management team and the authorized representative submitting the proposal should be included. CVs should highlight relevant experience in conducting similar surveys for organizations comparable to Tiko.
  • Client References: A list of current and past clients for whom the bidder has conducted client exit interviews. The list should include at least three (3) international NGOs, along with the organization’s name, contact person, designation, contact details, nature of services provided, and duration of engagement.
  • Responsiveness: Ability to address comments and questions in a timely and appropriate manner.
  • Communication Skills: Excellent verbal and written communication skills in English and at least one relevant local language.

Evaluation Criteria

Proposals will be evaluated in two parts. The experience and technical proposal shall receive 70% of the total marks, while the references and financial capacity shall receive 30% of the total marks.

  • Proposals should clearly state the relevant skills, experience, and capacity of the participant in respect of this particular RFP.
  • Proposals must contain details of the proposed approach to delivering the service in accordance with the RFP.
  • The proposal should clearly indicate compliance with the appropriate data protection, privacy, legal, social, tax, and ethical issues applicable to the country

Experience, Skills and Ability(Weight 30)

  • Past experience in similar work of this nature
  • Knowledge of the Ugandan health system
  • Team member experience (accompanied by brief CV’s)
  • Ability of the bidder to fulfill Tiko’s requirements

Technical Approach and Execution Plan (Weight 40)

  • Proposals must contain the details of the proposed approach to be adopted in order to deliver the service in accordance with the RFP

Financial quotation (Weight 20)

  • Proposals should clearly indicate a detailed cost breakdown

References (Weight 10)

  • Proposals should contain at least three relevant and contactable clients that were serviced in the previous 24 months

Proposal submission guidelines

Firms and individuals are invited to submit proposals for this engagement. Proposals should include the contents below and not exceed a maximum length of 10 pagesexcluding annexures (budget and summary profiles of proposed personnel).

  • Cover page: Summary with basic information such as name, address, contact information, proposed budget, etc.
  • Capacity statement: A brief capacity statement as to why your firm and the team you are proposing is well-positioned to undertake the engagement
  • Qualification to the scope of work: Any qualifications that you may have regarding the scope of work
  • Proposed approach: Your proposed approach to delivering on the scope of work requirements
  • Proposed personnel – The proposed qualifications and experience.
  • High-level Work plan:proposed work plan with tasks, responsible person/s, and timeline
  • Budget: Total budget envelope required to deliver the work (in Euros), and line-item breakdown of direct costs and overheads
  • References of similar engagements undertaken by the firm in the last 5 years

The submission must be clear, concise, and complete. Applicants should submit only the information necessary to respond effectively to this proposal request. Unless specifically requested, extraneous presentation materials are neither necessary nor desired.

How to apply

Applications/submissions are requested to submit their tender/application documents (technical & financial) proposals to Tiko via procurement@tikoafrica.org by the end of 13 March 2025

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