SCOPE OF WORKS
The firm is expected to provide Routine Mystery shoppers who will go through our User Journey and provide an assessment of the experience of interacting with our platform, teams and service providers.
Therefore, the firm will offer routine Mystery Client (Shopper) services. The ideal mystery client (shopper) will provide the following services for girls between the ages of 15 – 24 years of age by providing the following service;
Provide Mystery Client (MC) visits within the counties; these includes and are not limited to Nairobi, Kisumu, Mombasa, Kajiado, Homa Bay, Kisii, Kilifi, Bungoma, Siaya, Migori, Vihiga, Busia, Kakamega, Nakuru, Uasin Gishu and Nyamira
The mystery clients will provide verification of general compliance of actors to agreed terms in the Letter of Agreement (LOA) and/or Code of conduct (COC) with the actors.
Assess the experience and quality of the entire client user journey for the girls (users) to get learnings and identify potential areas of improvement.
THE HOW
The firm is expected to have a pool of Mystery Clients (Shoppers) who will be assigned on a routine basis to the various facilities.
The Mystery client (shopper) depending on the location will be enrolled through;
Assisted mobilization: linked to the mobilizer using mobile numbers or mobiliser locations which Triggerise will provide. or
Self enrolment. The MC will attend Triggerise activation events or visit social media platforms and receive instruction to enrol.
THE EXPECTED OUTPUT
The MCS will assess the experience and quality of services offered at providers and provide verification of specific suspicious activities i.e. at a clinic or pharmacy. Hence, the assessment areas will be based on the below touchpoints along the client user journey:
ENROLLMENT:
Ease of access to the self-enrollment instructions or information, and ability to effectively register on the platform
Ease of reaching a mobilizer, their level of cooperation and check if the mobilizer has any organization branding when they meet such as badges, assess mobilizer knowledge on product, service, offers, provider locations, any potential malpractice, youth friendliness, or information given on how to locate the provider using the Triggerise shortcode
SERVICE:
Ease of finding a provider within the community through the mobilizer or by use of SMS to our shortcode
The ease of identification of the provider through branding and signages
The youth friendliness of the clinic i.e. staff attitude at the clinic, promptness of service provision, privacy and promptness of services checked as the time taken at the clinic.
Quality (duration) of counselling services provided.
Accuracy of the provider information on various contraceptive services
Advice by the provider on various contraceptive side effects
Age verification by the provider
Overall customer experience
Verification of service and product provided (clinic & pharmacy level) after provision and validation of services
Potential malpractice such coercion, misleading information, charging by the provider for services, collusion with mobilizer and/or retailer
RATING:
The MC will assess the ease of rating of the provider on the system. They will also confirm the effectiveness of the messaging on the importance of rating along the entire user journey including reminder SMSs or mobilizer reminder or provider reminder
SPEND:
The MC will assess the ease of finding a retailer/trader/shop by either the use of the text code (to be provided) or provider advice or mobilizer advice on the location of the retailers
The ease of identification of the retailer through branding/signages, the proficiency of the trader in exchanging miles for products and the time taken to complete the transaction at the traders
The correct pricing of products exchanged for miles, potential collusion between the trader and /or mobilizers and providers and the overall experience at the trader including the attitude of the trader, product variety
REFER:
The MC will assess the ease of referring peers on the platform. This will include an assessment of the effectiveness of the awareness strategies such as SMS, mobilizer messaging and provider messaging.
REPORTING
The firm will gather all the data received by the mystery clients and provide a weekly report having taken into consideration
Quality control and an integrity check.
Highlighting of outliers from user journey,
Provide insights that will support Triggerise decision making
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 Triggerise.
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.
Registration Certificate
Other relevant Certificates.
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 TOR.
Proposals must contain the details of the proposed approach to be adopted in order to deliver the service in accordance with the TOR.
Proposals should clearly indicate whether or not bid participants have the capacity to meet the requirements of the TOR.
The 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 Kenya.
Functionality evaluation criteria
Experience, Skills and Ability of Service Provider
Bidders’ track record which includes
Past experience in similar work of this nature.
Team member experience (accompanied by brief CV’s).
The ability of the bidder to fulfil TRIGGERISE’s requirements
Total: 30
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 TOR.
Total: 30
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.
Total: 10
References
Did the bidder submit at least three relevant and contactable clients that were serviced in the past 36 months.
Total: 10
Capacity
Proposals should clearly indicate whether or not bid participants have the capacity to meet the requirements of the TOR.
Applications/submission are requested to submit their tender/application documents (technical & financial) proposals to Triggerise Kenya Ltd via mail bills-kenya@triggerise.org. by end of day 17th July 2020
Apply via :
bills-kenya@triggerise.org