MYSTERY CLIENT CONSULTANCY SERVICES 256 views1 applications

BACKGROUND

TRIGGERISE is an organization that motivates users – primarily young women and adolescent girls – to make positive choices. We use nudges like reminders, discounts, in-person and digital follow-ups, and reward points to encourage our users to access and use healthy products and services. We also support them in becoming entrepreneurs and adding value to their economies.

Triggerise in Kenya is registered under the Kenya Companies Act with a Certificate of Registration Number PVT/2016/025180 dated 16th September 2016. Triggerise has its main office in Nairobi but carries out its operations in eighteen counties in the Republic of Kenya.

Triggerise is sourcing for Mystery Client (shopper) services from a recognized company to provide monitoring and oversight services within the delivery of the programs by providing user/client experience and measure compliance or any customer service process, by acting as potential customers/actual customers and report back on their experiences in a detailed and objective manner.

SCOPE OF WORKS

The firm will offer Mystery Client (Shopper) support for girls between the ages of 15 – 24 years of age. The ideal mystery client (shopper) will provide the following services;

1. 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 and Nakuru.
2. Verification of specific suspicious activities which will include assessment of general compliance to agreed terms in the Letter of Agreement (LOA) and/or Code of conduct (COC) with the actors. They will also check for the exploitation of the system restrictions or gaming of the t-safe platform.
3. 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 assessment areas will be based on the below touch points along the client user journey:

Step 1 : Enrollment:

The MC will assess the assisted mobilization and self-enrollment pathways:

a) Assisted Mobilization

The MC will get linked to the mobilizer using mobile numbers or mobiliser locations which Triggerise will provide. The MC will assess the:

1. Ease of reaching a mobilizer, their level of cooperation and check if the mobilizer has a badge or any organization branding when they meet.
2. Enrollment process by the mobilizer through lo-tech and/or no-tech pathways.
3. Mobilizer knowledge of the offers/products/services.
4. Effectiveness of the age verification as done by the mobilizer.
5. Application of consent for photos taken by the mobilizer for face recognition.
6. Adherence to the code of conduct such coercion or misleading information on the offer.
7. Potential mobilizer malpractice such as collusion with providers or retailers, use of client miles through gaming of the system or misleading clients.
8. Youth Friendliness of the mobilizer.
9. Information is given on the location of a provider or actual escort to a provider by the mobilizer.

b) Self Enrollment

The MC will attend Triggerise activation events or visit social media platforms and assess:

1. The ease of access to the self-enrollment instructions or information.
2. The actual self-enrollment experience and process including messages delivered to the girl.
3. The possibility of client gaming the system at self-enrollment with checks for gender, age, multiple phone numbers.
4. The ease of finding the exact provider location of service providers for services.

A schedule of the Triggerise activation events and the social media platforms will be provided by Triggerise during project set-up. MC will also make observations on the entire enrollment experience including the effectiveness of various messages received from the platform.

Step 2 : Use:

The MCS will assess the experience and quality of services offered at providers i.e. a clinic or pharmacy.

The Mystery client will assess:

1. Ease of finding a provider within the community through the mobilizer.
2. The ease of identification of the provider through branding and signages.
3. 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.
4. Quality (duration) of counselling services provided.
5. Accuracy of the provider information on various contraceptive services.
6. Advice by the provider on various contraceptive side effects.
7. Age verification by the provider.
8. Overall customer experience.
9. Verification of service and product provided (clinic & pharmacy level) after provision and validation of services.
10. Potential malpractice such coercion, misleading information, charging by the provider for services, collusion with mobilizer and/or retailer.

The MC will also make observations and document the experience and support of the system through SMS messages.

Step 3 : 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.

Step 4 : Spend:

The MC will assess:

1. 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.
2. The ease of identification of the retailer through branding/signages.
3. The proficiency of the trader in exchanging miles for products.
4. The time taken to complete the transaction at the traders.
5. The correct pricing of products exchanged for miles.
6. Potential collusion between the trader and /or mobilizers and providers.
7. The overall experience at the trader including the attitude of the trader, product variety.

The MC will assess the overall support of the system in improving spend of miles at the traders including SMSs.

Step 5 : 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.

1. Reporting; gather all the data received by the mystery clients for quality control including checking for outliers, provide insights and conduct an integrity check.

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.
• 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

1. 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

Weight: 30

1. Technical Approach and Execution Plan
2. Proposals must contain the details of the proposed approach to be adopted in order to deliver the service in accordance with the TOR.

Weight: 30

1. Financial quotation
2. 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

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

Weight: 10

1. Capacity
2. Proposals should clearly indicate whether or not bid participants have the capacity to meet the requirements of the TOR.

Weight: 20

Totals Weight: 100