Consultancy Opportunity: Development and Deployment of Interactive Voice Response (IVR) System – FilmAid Kenya (FilmAid)

1. BACKGROUND

FilmAid Kenya (FilmAid) is a development and humanitarian organization that harnesses the power and influence of film, media, and the arts to respond to displaced communities in need as well as promote social change. Using a participatory community-based approach, FilmAid provides displaced people with actionable information about their rights, their safety, their health, and their future. Using compelling video, radio, print, SMS, and digital media campaigns, FilmAid reaches over 400,000 people every year. Additionally, FilmAid’s 12-month Media training courses empower the next generation of storytellers with the skills they need to advocate for themselves, their community, and their right to a future filled with Hope. We believe that it is only by leveraging the talent and tenacity of refugee communities themselves that FilmAid can Project Hope, and Change Lives.

About the Consultancy

The overall objective of the consultancy is to provide FilmAid Kenya with a combination of Interactive Voice and Response (IVR) and SMS text messaging platform, contextualize and digitize contents of services provided in Kakuma by partners into simple, easy-to-follow pre-recorded messages; compatible with all basic phone models in English, Kiswahili and Local languages. This will be used by Community Outreach staff, Data clerks and other Programmes staff in responding to community needs.

Specific Objectives.

a) To develop and deploy IVR system.

b) To record and upload contents of partner services in Kakuma to the IVR system.

c) To pilot/pretest application of the IVR system in enhancing community engagement

d) To train 81 Community outreach staff, 8 Data clerks and other programs and Creative and content staff on use of IVR system

e) To track database of the IVR users during the project period

f) To provide technical backstopping during the period of IVR system use by the project

2. SCOPE OF CONSULTANCY.

The engagement shall include the development, deployment and functionality pretest of IVR system in provision of information on services provided by partners in Kakuma. The consultant will be provided with a list of services provided by partners for extracting contents for pre recording and uploading to the IVR system. The consultant is expected to consult with FAK project team led by the Field manager on administrative matters.

The successful Consultant is expected to deliver on the following tasks;

1. Development and deployment of the IVR system
2. IVR setup
3. Uploading of short, simple pre-recorded menu/content
4. Incorporate beneficiary database tracking feature
5. Pretesting the IVR system functionality and effectiveness in provision of information on services provided by partners
6. Training 81 Community outreach staff, 8 Data clerks and other programs and Creative and content staff on use of IVR system
7. Launch the IVR system use and provide technical backstopping on call during the project period.

3. EXPECTED OUTPUT.

The following deliverables are expected from the consultant:

a) Inception report.

The inception report shall outline the scope of work and time lines. The first inception report to be presented on the inception meeting and the reviewed report within 3 days of the inception meeting. The inception report and meeting will provide FilmAid Kenya with an opportunity to confirm if the consultant shares the same understanding and interpretation of the TOR and implementation schedule.

b) Draft Comprehensive report.

The draft consultancy report, addressing the TOR should be produced in English for FilmAid Kenya to provide feedback within 10 days from the date of approval of the Consultancy.

c) The final report.

The final report will be produced within 5 days after receiving comments on the draft report by the FilmAid Kenya team. The content and structure should include feedback from beneficiaries and all Programme staff during the system pretest, guidelines for the operating the system, emerging challenges and recommendations.

4. RESPONSIBILITY OF THE CONSULTANT AND FILMAID KENYA.

a) Responsibility of –Consultant.

• Prepare and present in power point (PPT) the inception report to FilmAid Kenya. The report should demonstrate the consultants’ understanding of the assignment, the detailed breakdown of activities and timelines.
• Develop and deploy the IVR system.
• Contextualize and structure the Service Checklist into short simple modules.
• Prerecord and upload the selected services to the IVR system.
• Train 81 Community outreach staff, 8 Data clerks and other programme and Creative and content staff on use of IVR system
• Pretest and roll out use of IVR system in Disseminating information on available services in the camp.
• Provide detailed budget, work plan, outlining relevant documents required from FilmAid Kenya
• Prepare and share draft report for review with FilmAid Kenya.
• Prepare the final report and share the soft and hard copies with FilmAid Kenya.

b) Responsibility of –FilmAid Kenya.

• Provide any information that may be required by the consultant during implementation of the assignment
• Participate in decision making according to consultant tasks above and be available for consultation as needed
• Review draft report and provide feedback
• Provide logistical support during the engagement period on need basis
• Facilitate payment as specified in the contract document.

5.QUALIFICATION AND SKILLS NEEDED.

The Consultant(s) should possess the following qualifications.

a) At least degree level in IT related fields.

b) Extensive past experience in development and deployment of IVR technology.

c) Excellent communication, reporting and presentation skills in English.

d) Knowledge of Communicating with Communities activities, or other international NGO’s (desirable).

6. SCHEDULE

e) Proposed timeline.

The Consultant(s) is expected to start the exercise by 26th June 2023 and complete by 18th July 2023

Schedule:

26th June – Inception Meeting with the project team and Monitoring, Evaluation, Reporting and Learning (MERL) Manager

27th to 29th June – Detailed inception report including detailed work plan, sharing with the project team for review

30th June to 4th July – Development and deployment of the IVR system

5th to 6th July – Pretesting of the IVR system

7th to 8th July – Alignment of the IVR system based on the pretest lessons

9th July – Presentation of the IVR system to Key stakeholders & FilmAid Kenya Team

10th – 14th July – Train 81 Community outreach staff, 8 Data clerks and other programs and Creative and content staff on use of IVR system

15th to 16th July – Draft report review period

17th – 18th July – Incorporating comments and submission of Final report.

f) Budget

All costs inclusive of taxes should be included in the quoted budget outline by the consultant; Including the accommodation, transport and communication expenses.

7. COORDINATION, RESPONSIBILITIES AND MANAGEMENT PROTOCOL.

The MERL Manager will be the technical lead in the exercise. The consultant will report to the Field Manager who will also be the contact to the consultant(s) and ensure access to requisite documents and other support needed to facilitate work of the consultant. The Consultant will also work closely with Senior Programs Officer in other programmatic elements.

FilmAid Kenya will provide support including the logistical aspect and introduction of the consultant to relevant stakeholders and partners in the project area.

8. APPLICATION PROCESS.

Prospective individual consultant or consulting firm are expected to submit technical and financial proposals in English, including the following:

• Profile of consultant/consulting firm, a clear demonstration of previous experience in development and deployment of IVR content
• Expression of Interest (EOI) outlining how the consultant meets the selection criteria and their understanding of the TORs. Proposed activities of schedule/ work plan with timelines
• Financial proposals including consultant fees and field costs
• Short cover letter stating interest and availability
• Professional CV / Resume of the consultant(s) who will undertake the evaluation
• Three Professional References
• Two recent examples of similar consultancy undertaken by the applicant.
• Submission of at least one (1) previous report from one of these consultancies should be included in the submission