Consultancy to Conduct Key Population Client Exit Interviews (CEIs) in Johannesburg and Ekurhuleni, South Africa 4 views0 applications

Consultancy to Conduct Key Population Client Exit Interviews (CEIs) in Johannesburg and Ekurhuleni, South Africa

1. Background

Tiko is a non-profit organization that leverages its digital platform to connect adolescents and young people (AYP) with health services, while using behavioral insights to promote positive health-seeking behaviors. The platform links users to verified healthcare providers and incentivizes access to sexual and reproductive health (SRH), HIV, and mental health services through digital nudges, reminders, and rewards.

Tiko operates across Kenya, Uganda, Ethiopia, Burkina Faso, South Africa, Zambia, and Nigeria, partnering with governments, local organizations, and private providers to strengthen access to youth-friendly health services.

In South Africa, Tiko is implementing a short-term, technology-enabled intervention in partnership with the ELMA Foundation to restore and sustain HIV and SRH services for key populations (KPs) and AYP following the recent withdrawal of US Government funding. The project focuses on re-engagement in care, continuity of Antiretroviral Therapy (ART) and Pre-Exposure Prophylaxis (PrEP) services, and quality improvement in KP-friendly service delivery across Johannesburg and Ekurhuleni Districts.

As part of this intervention, Tiko seeks to conduct a one-time round of Client Exit Interview surveys (CEIs) among Key Populations to assess service quality, client satisfaction, and barriers to accessing health SRH and HIV services. The exercise will provide evidence to guide programme improvement and inform the design of sustainable service delivery models.

1. Scope of Work

Tiko is seeking to engage a qualified research firm to conduct CEIs among Key Population groups at Tiko-accredited public facilities and community-based organisations in Johannesburg and Ekurhuleni Health Districts.

The purpose of the CEIs is to monitor and assess the quality and accessibility of HIV and SRH services provided to KPs, and to generate insights that inform programme refinement and adaptive management.

The selected firm will be responsible for the full execution of the CEIs exercise, including:

• Refinement and finalization of the methodology and approach
• Tool review and contextual adaptation in collaboration with Tiko’s Monitoring, Evaluation, Research and Learning (MERL) and Operations teams
• Enumerator recruitment and training on ethical engagement with key populations and use of digital data collection tools
• Field data collection across selected sites using the SurveyCTO data collection platform
• Data cleaning, analysis, and report writing aligned with Tiko’s CEIs framework and indicators
• Presentation of findings to Tiko, highlighting key lessons and recommendations for programme improvement

1. Objectives of the KP CEIs

Overall Objective:
To generate actionable evidence on client experience, service quality, and access barriers among KPs accessing HIV and SRH services under Tiko-supported facilities in Johannesburg and Ekurhuleni Districts, to inform immediate and long-term programme improvement.

Specific Objectives:

• Assess the accessibility, responsiveness, and quality of HIV and SRH services provided to KPs at Tiko-accredited facilities
• Measure client satisfaction with service delivery, confidentiality, and provider interaction
• Identify barriers that affect continuation of PrEP, ART, or other SRH services
• Generate findings that guide quality improvement and adaptive programming during the project implementation phase

1. Research Questions

The KP CEIs will aim to answer the following research questions:

• To what extent do KPs accessing HIV and SRH services at Tiko-supported facilities receive quality, respectful, and confidential services?
• How accessible and KP-friendly are the services offered at participating public health facilities and community-based organisations?
• How satisfied are clients with service provider interaction, waiting time, privacy, sensitivity, and overall service experience?
• What barriers affect continued use of PrEP, ART, and SRH services?
• What practical recommendations can be drawn to strengthen service delivery and improve user experience for KPs?

1. Survey Approach and Methodology

The survey approach and methodology will be jointly developed between Tiko and the selected consultant to ensure methodological rigor and contextual appropriateness for key populations in South Africa.

At a high level, the CEIs will:

• Employ a cross-sectional survey design to collect client feedback from Tiko-supported facilities and partner service delivery points in Johannesburg and Ekurhuleni Districts
• Use a quantitative approach with structured questions to capture client experience, satisfaction, and improvement suggestions
• Be conducted at a representative sample of public facilities, private clinics, and pharmacies actively providing Tiko-supported HIV and SRH services
• Focus on key populations including sex workers and men who have sex with men
• Be implemented using digital data collection tools (SurveyCTO) under strict data privacy and confidentiality protocols

The consultant will propose a detailed sampling plan, data collection strategy, and analysis framework during the inception phase, which will be reviewed jointly with Tiko’s MERL and Operations teams.

Ethical approval for the CEIs has already been obtained from the relevant Institutional Review Board in South Africa.

1. Expected Deliverables

• Inception Report outlining methodology, sampling, ethical considerations, and workplan – within 2 weeks of contract signing
• Finalized CEIs Tool in digital format – Week 3
• Enumerator Training Report – Week 4
• Field Report and Dataset – Week 6
• Draft CEIs Analysis Report – Week 8
• Final CEIs Report and Programme Improvement Brief – Week 9
• PowerPoint Presentation of findings – Week 9

1. Duration of Assignment

The consultancy is expected to last approximately nine (9) weeks, from contract signing to submission of the final report and presentation of findings.

1. Reporting and Coordination

The consultant will report directly to Tiko’s Research Lead and work closely with the Operations team in South Africa. Regular coordination meetings will be held to review progress, resolve challenges, and ensure methodological consistency with Tiko’s global CEI framework.

1. Technical Requirements

The firm should demonstrate strong technical expertise in health research, experience working with key populations and adolescents, and proven capability in digital data collection and analysis.

Required Qualifications and Experience:

• Demonstrated experience conducting client exit interviews, service quality assessments, or similar surveys with NGOs, public health programmes, or international development agencies
• Proven understanding of the South African public health system and the HIV and SRH service delivery landscape in Gauteng Province
• Demonstrated ability to deploy and manage qualified field teams experienced in working with key populations and young people
• Technical capacity in digital data collection and quantitative analysis
• Experience producing high-quality analytical and narrative reports
• Ability to provide a detailed project plan outlining key phases and level of effort
• Submission of CVs for core team members
• At least three contactable references from similar assignments completed within the past five years
• Excellent verbal and written communication in English

1. Evaluation Criteria

Proposals will be evaluated in two parts:

• Technical Proposal – 70%
• References and Financial Proposal – 30%

Detailed Evaluation Criteria:

1. Experience, Skills, and Ability – 30%
   Past experience in similar assignments; knowledge of the South African health system; team composition and CVs; demonstrated ability to deliver on Tiko’s requirements.
2. Technical Approach and Execution Plan – 40%
   Quality and feasibility of the proposed approach, understanding of the assignment, data quality assurance measures, and clarity of implementation plan.
3. Financial Quotation – 20%
   Detailed and transparent cost breakdown with justification; alignment with proposed activities and value for money.
4. References – 10%
   At least three contactable references from relevant clients for similar assignments completed within the past 36 months.
5. Proposal Submission Guidelines

Firms are invited to submit technical and financial proposals for this engagement.

Proposals should not exceed 10 pages, excluding annexes (budget and CVs).

Clarification questions must be submitted electronically to [email protected] no later than end of day, 26 May 2026.

Submission Deadline:
Proposals (technical and financial) must be submitted electronically to [email protected] no later than end of day, 29 May 2026.

Subject Line:
Consultancy to Conduct Key Population CEIs in Johannesburg and Ekurhuleni

Late submissions will not be considered. Only shortlisted firms will be contacted for further discussions.

How to apply

Interested firms are invited to submit both technical and financial proposals electronically to [email protected].

Clarification questions must be submitted no later than end of day, 26 May 2026.

Final proposals must be submitted no later than end of day, 29 May 2026.

Email Subject Line:
Consultancy to Conduct Key Population CEIs in Johannesburg and Ekurhuleni

Late submissions will not be considered.