Scope of Work

Triggerise seeks a consultant (s) to conduct monthly and quarterly client exit interview interviews (CEIs)’s in participating public health facilities, private clinics and pharmacies in Kenya. We seek a consultant (s) to conduct this exercise which is separated into two as indicated:

• Monthly CEIs: We plan on conducting monthly client exit interview surveys in select 10 counties (Homa Bay, Bungoma, Busia, Kakamega, Kisii, Kisumu, Migori, Mombasa, Nairobi and Nyamira) We will use this data to monitor and assess the level of service quality, Tiko clients’ wellbeing using the multidimensional poverty index (MPI) approach. The counties of focus for the survey are
• Quarterly CEIs: Further, we seek to conduct quarterly client exit interview surveys (CEIs) in 6 counties (Kilifi, Kajiado, Machakos, Nakuru, Vihiga and Siaya) in Kenya. This data will help us to monitor and evaluate the quality of services provided in participating facilities

We invite consultant (s) to bid for these two pieces of work separately – consultants are free to bid for both opportunities but must submit two separate proposals

The consultant (s) will conduct data collection using an app/ platform to be provided by Triggerise.

Objectives of the CEIs

The objectives of the respective CEIs are outlined below:

Monthly CEIs

• To understand Tiko users’ wellbeing using the multidimensional poverty index approach.
• To assess Tiko users’ experiences with services and quality of counseling at participating facilities, as well as their perception of the provider/facility friendliness.

Quarterly CEIs

• To assess Tiko users’ experiences with services and quality of counseling at participating facilities, as well as their perception of the provider/facility friendliness.

Research Questions

The CEIs will aim to answer the following research questions:

Monthly CEIs

• To what extent do the young people who access SRH and HIV 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 is the wellbeing of Tiko clients using the multidimensional poverty index assessment?

Quarterly CEIs

• To what extent do the young people who access SRH and HIV 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?

Survey Approach & Methodology

A quantitative methodological approach will be used to collect data at select Tiko accredited facilities (public facilities, private clinics and pharmacies). Adolescents and young people aged 15 – 19 years will be interviewed.

• Monthly CEIs: the monthly surveys will be implemented monthly, between January and December 2024. The estimated sample size per month is 400 across 10 counties (an average of 40 interviews per county). Triggerise will provide a sampling strategy to guide this work.
• Quarterly CEIs: quarterly CEIs will be implemented every quarter in 2024 in 6 counties . The estimated sample size per month is 240 (an average of 40 interviews per county). Triggerise will provide a sampling strategy to guide this work.

Deliverables

Prepare a project plan, time frame Once the project plan in .ppt slide deck detailing:

• Study work plan including training, pilot, data collection, analysis, reporting and dissemination
• Research ethics and safeguarding
• Timelines for all the tasks in the contract

1. The study field team

• Pilot the questionnaire and team, time frame Once at the start of the contract
• Pilot report
• Data collection, time frame Monthly OR Quarterly
• Data on Tiko platform
• Field operations report time frame Monthly OR Quarterly
• 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 Triggerise’s attention

Technical Requirements

We are looking for a consultant/team/research agency with the following skills and qualifications:

• Demonstrated experience and expertise of similar assignments with Non-Governmental Organizations (NGOs) including how the consultant intends to manage interactions with adolescents and young people
• Demonstrate experience working in Kenya and good knowledge of the Kenyan health system including SRH and HIV service delivery.
• Demonstrated availability of a field team to collect the data
• Demonstrated data analysis and high-quality report-writing capabilities
• Excellent verbal and written communication in English and Kiswahili required for both the management team and the field research team

The consultant should submit the following:

• 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.
• Incorporate CV’s of the proposed professional staff, of the core management team proposed for the engagement and of the authorized representative submitting the proposal. CVs should demonstrate relevant experience of conducting such tasks with organizations similar to Triggerise.
• A list of current and past clients where the bidder has conducted client exit interview surveys (in the past 36 months) along with the name of the organization, contact person, designation, and a contact number. The consultant should submit information about the nature of the services offered and the length of the appointment

Evaluation Criteria

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

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

Responsibilities

Experience, Skills and Ability

• Past experience in similar work
• Knowledge of the Kenyan health system
• Team member experience in similar work (accompanied by brief CVs)
• Ability of the bidder to fulfill TRIGGERISE’s requirements of this task

Weight: 30

Technical Approach and Execution Plan Proposals must contain details of the proposed approach to be adopted in delivering on this task in accordance with the RFP

Weight: 30

Financial quotation Proposals should include a detailed cost breakdown of proposed budget

Weight: 20

References Submit at least three relevant and contactable clients serviced in the past 36 months

Weight: 10

Total Weight: 100