Terms of Reference for Client Satisfaction Survey-2016

Request for Consultancy Services to Conduct Client Satisfaction Survey at MSU/UNFPA supported Health Facilities

1.    A brief over view of the Marie’s Stopes Uganda (MSU)

Marie Stopes Uganda (MSU) is a marketing-focused, results-oriented social business that uses modern management and marketing techniques to provide family planning and reproductive healthcare across every district of Uganda.  MSU’s aim is to contribute 15 points to Uganda’s contraceptive prevalence rate by 2015, saving and improving many thousands of Ugandan lives. MSU has 25% of the market share in modern contraceptives and, in 2010/2011, safely delivered 50,000 babies and contributed 4 points to Uganda’s contraceptive prevalence rate. MSU has enjoyed 20% year on year growth since 2007.

MSU is part of a global network, Marie Stopes International (MSI), and subscribes to MSI goal and mission, to prevent unwanted births and to ensure individual’s rights to Children by Choice not Chance. To date, MSU is implementing a number of projects that include the UNFPA supported project titled “Maternal Health Voucher Project.

2.    Goals and Results of the MSU MHVP

The overall goal of the Maternal Health Voucher Project (MHVP) is to facilitate increase in availability and demand for family planning services in selected high burden districts within the East and Central (EC) Region.

The MSU/UNFPA Maternal Health Voucher Project has four (4) major result areas that include:

  1. Improving access to and availability of high-quality, affordable and comprehensive FP services in the private sector in selected districts/facilities
  2. Strengthening the technical and functional capacity of private health facility providers to deliver comprehensive FP services including  Postpartum family planning (PPFP) at selected districts/facilities
  3. Increasing demand for comprehensive FP services and PPFP in the private sector in selected districts/facilities
  4. Monitoring service utilization and address emerging barriers to accessing comprehensive FP services through private sector in selected high burdened districts

3.    Aim of Consultancy

The overall aim is to identify whether services are meeting the needs of clients who attend at the UNFPA supported facilities and to identify areas of improvement. The objectives of the Survey are:

  1. Assess client characteristics by collecting socio-demographic information
  2. Assess clients’ satisfaction level regarding their experiences at the UNFPA supported facilities, including their perception of quality of services provided
  3. Assess counseling and communication skills of service providers &
  4. Assess if clients are being offered appropriate choice of Family Planning (FP) methods

4.    Methodology

MSU will leave it at the discretion of the consultants to use the standard acceptable methodologies used within their operations for satisfaction surveys. However, MSU expects that such methodologies will include a mix of both qualitative and quantitative methods. MSU will require the consultants to analyse data and prepare a report or reports that answer the research questions above. In addition, MSU will require that the consultant avails the original database to MSU staff to conduct any additional analysis and reporting.

5.    Skills and qualifications

MSU seeks to contract a consultancy firm or individual(s) that have demonstrated experience in conducting client satisfaction surveys within Uganda. Familiarity with client satisfaction surveys within the Sexual and Reproductive Health field is desirable.

6.    Time frame

This exercise will be conducted within a period not exceeding fifteen (15) calendar days from date of contract signing.

7.    Supervision and Management

The Research Monitoring and Evaluation Manager will provide the overall management and supervision functions during the time of consultancy.

8.    Logistics and procedures

The contracted firm/individual(s) will be responsible for all logistics and procedures related to data collection, data analysis and reporting. As part of the bidding process, MSU will require an itemised budget from the contenders and will decide on which provider is most feasible to contract. Upon award of contract, the firm/individual(s) will manage all logistical and financial aspects of conducting the survey, independent of MSU. MSU will however pay contractual funds as per MSU terms before, during and after acceptance of the deliverables.

9.    Outputs

MSU will expect an initial client satisfaction survey report and a power point presentation.

10. Remuneration

The contract award amount will be based on itemised budgets submitted with professional service fees allowed for. However, MSU has an internal cap on contract amount based on prior client satisfaction surveys conducted. Bidders are therefore encouraged to propose reasonable award amounts.

11. Proprietary rights

Outputs delivered under this consultancy contract will remain the property of MSU, as per MSI’s General Conditions of Contract for such assignments.

12. How to apply

Qualified candidates are requested to email a concept note including the CV to esther.kalule@mariestopes.or.ug and copied to andrew.gidudu@mariestopes.or.ug  deadline for receipt of the application is Wednesday 30th November, 2016 by 4.00 pm.

In your concept note, please indicate relevant experience, availability, estimated number of days to undertake the assignment and your daily rate/budget. Applications submitted without a daily rate/budget will not be considered. Only shortlisted candidates will be contacted.


Share this post

Leave a Reply

Your email address will not be published. Required fields are marked *