Client Exit interview Uganda

Tiko is an organization that uses its digital platform called Tiko to motivate young people to make positive choices. Tiko’s adolescent programme in Uganda uses a digital platform to enable young people between the ages of 15 and 24 years to access sexual and reproductive health (SRH) services. The platform connects young people to service providers and uses a range of behavioral interventions to support and reinforce positive, healthcare-seeking behaviors. The programme aims to improve SRH trends while empowering young people to make decisions about their sexual health. Tiko’s approach is to use the Tiko platform to support an ecosystem of different actors who act to inform, support, and encourage young people to take up SRH services. This ecosystem creates positive feedback loops where young people are able to access better information and, thus, make better decisions about their sexual and reproductive health. Tiko has operations in Kenya, Uganda, Ethiopia, Burkina Faso South Africa, zambia and Nigeria

Scope of Work

Tiko is looking to source a consultant to conduct client exit interviews at Tiko accredited public health facilities, private clinics and pharmacies in Uganda. These exercises shall assist Tiko to monitor and evaluate the quality of services provided at the public health facilities, clinics and pharmacies. The exercise will also help to understand Tiko clients’ wellbeing using the multidimensional poverty index (MPI) approach. The area of operation is in Kampala and Wakiso.

The firm will offer routine Client Exit interviews (CEIs) for selected facilities on the platform as will be provided by Tiko from time to time. The consultant will do 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.
• To assess Tiko users’ experiences with services and quality of counseling received at Tiko facilities. Users’ perception of the provider/facility friendliness will also be assessed.

Research Questions

The CEIs will aim to answer the following research questions:

• To what extent do the young people who access FP, HIV, SGBV and mental health services 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 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 select Tiko accredited facilities (private clinics, pharmacies and public facilities) targeting to interview adolescents, girls and young people aged 15 – 24 years in Uganda. These surveys will be implemented quarterly the first will be in the first quarter of 2025. The estimated sample size per quarter is 500. Tiko will provide a sampling strategy to be followed.

Deliverables

• Activity Inception report Time Frame Quarterly 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 Data collection Time Frame Quarterly Deliverable Compiled raw data for internal checks and validation
• Activity 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 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 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 looking for a consultant/team with the following skills and qualifications:

1. Demonstrate experience and expertise of similar assignments with Non-Governmental Organizations (NGOs) including how the firm intends to manage interactions with users who are mostly young.
2. Demonstrate experience working in Uganda and good knowledge of the Uganda health system.
3. Demonstrated availability of a field team to collect the data
4. Demonstrated data analysis and high quality report writing capabilities
5. Provide an activity plan (project plan) of actions to achieve the objectives of the assignment, specifying budgeted hours, timelines and sequence for its consultancy procedure and level of staff to be assigned;
6. Incorporate CV’s of the proposed professional staff of the core management team proposed for the engagement and the authorized representative submitting the proposal. CVs should demonstrate relevant experience of dealing with similar surveys within organizations similar to Tiko.
7. List of current and past clients where the bidder has conducted client exit interviews experience along with the name of the organization, contact person, designation, and a contact number, nature of services and length of the appointment for at least three (3) International non-governmental organizations.
8. Ability to respond to comments and questions in a timely, appropriate manner.
9. Excellent verbal and written communication in English and Luganda required.

Evaluation Criteria

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

• Proposals should make clear about the relevant skills, experience and capacity of the participant, in respect of this particular RFP.
• Proposals must contain the details of the proposed approach to be adopted in order to deliver the service in accordance with the RFP.
• Proposal should clearly indicate compliance with the appropriate data protection, privacy, legal, social, tax and ethical issues applicable to the country

Description

1.Experience, Skills and Ability

• 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

Weight: 30

2. Technical Approach and Execution Plan

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

Weight: 40

3.Financial quotation

• Proposals should clearly indicate detailed cost breakdown

Weight: 20

4. References

• Did the bidder submit at least three relevant and contactable clients that were serviced in the past 36 months.

Weight:10

Totals Weight: 100