Tiko is a global non-profit that motivates young people to make positive choices using innovative tech, real-time data, and behavioural insights. Through our digital platform, Tiko, and our local ecosystem of partners, we connect Tiko members to existing local service providers to meet their health and wellness needs. As part of this ecosystem, Tiko works with Community-Based Organisations (CBOs) to manage a network of mobilisers, also known as Tiko Pros, who engage with youth in their communities, inform them about Tiko, enrol them to the Tiko platform, refer them for sexual and reproductive (SRH) and HIV-related services at participating public and private clinics and pharmacies. Mobilisers are also expected to follow up with adolescents to gauge their experience, offer support and encourage them to return for services, if required, to ensure consistent positive healthy behaviour.
Scope of Work
The call centre partner is expected to provide outbound call centre services and oversee inbound client support on the Phone with other possible channels being WhatsApp, SMS, Facebook and Instagram for a period of 1 year.
The required partner shall render call centre services that meet global standards which should include but not be limited to workspace for call centre agents, with workstations that include a computer for each Agent, secure computer telephony integration systems, as well as sufficient reporting, training, staffing, supervision and quality control tools.
The details of the required services are as listed:
- Provide a toll-free number which will give clients the opportunity to call in at their convenience and also receive callbacks for more support;
- Provide inbound and outbound user support by committing counselors and a nurse who in addition to English will attend to client issues in both Luganda and Lugbara;
- Conduct outbound insight calls (including risk calls) and survey a sample of users and/or platform actors regularly as advised by the company to generate insights that feed into programme implementation which will allow improvements;
- Capture data including voice logs resulting from outbound calls in a secure information management system;
- Provide raw data generated from outbound calls to the Company on Friday of each week;
- Oversee inbound client support services through the toll-free number (SMS and phone calls) and interactions through Tiko Uganda Facebook;
- Provide weekly analyzed reports from data resulting from inbound and outbound calls. Reports will be provided in the form of analysed text including screenshots and will include data points such as:
- Number of daily inbound and outbound calls made on a weekly/monthly basis reported by age and gender of clients;
- Number of successful and unsuccessful calls made for the above time periods;
- Reports on interactions made with clients through the Facebook page;
- The topic of conversation with the clients;
- Whether a client was referred for a service (and where);
- a summary of topics which clients have called to discuss
The Company will update the requirements of the report based on recognised program needs as implementation is ongoing. The Contractor may also provide suggestions on information to be collected from the calls made.
GENERAL REQUIREMENTS
- They will use their own premises to extend outbound call centre services in Uganda. The cost of premises & recurring costs related to connectivity & all kinds of utility services associated with setting up infrastructure and conducting the outbound calls will be borne by the call centre partner.
- They will recruit, train (provide language, operational and soft skills training) and maintain the necessary staff in order to run the centre at optimum capacity at their own cost.
- The Call centre partner is required to do all prior work of installing the required hardware & software, recruitment and training of agents, test dialling etc. in 30 days' time from the date of award of contract to them and should start operations within this period.
DELIVERABLES
- Provide a Toll-free number for the Tiko program in Uganda.
- Recruit, train (provide language, operational and soft skills training) and maintain the necessary staff in order to perform services required including at least 2 dedicated counsellors (1 English speaking, and 1 Luganda speaking) for the Tiko Uganda project.
- Set up the infrastructure required for services as per this contract within 15 days of completing the contract signing.
Tiko will share the relevant templates for data collection which will be through a survey software tool, KoboToolbox, where all call results will be submitted to. Contacts to be called will be shared on a daily basis (or alternate days) and submissions made in real-time to the software tool.
All contacts shared in the month need to have been contacted and submitted to KoboToolbox by the 5th of the following month for analysis.
TECHNICAL REQUIREMENTS
The qualified firm should exhibit the following:
- Demonstration of experience and expertise of similar assignment with non-governmental
organizations;
- Providing 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;
- Incorporating 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 Tax matters within organizations similar to Tiko;
- List of current and past clients where the bidder has conducted mystery client/shopper 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.
EVALUATION CRITERIA
Proposals will be evaluated in two parts. The experience, technical proposal and financial quotation 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 SOW.
- Proposals must contain the details of the proposed approach to be adopted in order to deliver the service in accordance with the SOW.
- Proposals should clearly indicate whether or not bid participants have the capacity to meet the requirements of the SOW.
- Proposal should clearly indicate compliance with the appropriate data protection, privacy, legal, social, tax and ethical issues applicable to the country
- Must be a registered firm in the country where they seek to provide the services.
Functionality evaluation criteria
Description
1.Experience, Skills and Ability of Service Provider
- Past experience in similar work of this nature.
- Team member experience (accompanied by brief CV's).
- Ability of the bidder to fulfil 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 SOW.
Weight: 30
3. Financial quotation
- Proposals should clearly indicate whether or not bid participants have the financial capacity to meet the requirements of the TOR based on the previous value of similar works done e.g. by sharing copies of recent audited financial statements.
Weight: 10
4. References
- Did the bidder submit at least three relevant and contactable clients that were serviced in the past 36 months.
Weight: 10
5. Capacity
- Proposals should clearly indicate whether or not bid participants have the capacity to meet the requirements of the SOW.
Weight: 20
Total Weight: 100