Request for Proposal (RFP)
REQUEST FOR
QUOTES
Client Exit Interview Survey 2015
SERVICES
REQUIRED
To conduct Facility-based Exit Interview Survey and Household-based Clients
satisfaction Survey with a sample of 2800 FP/RH clients. Out of this overall
sample size, 50% (1400) of the CEIs will be Facility-based and will be
conducted with FP/RH clients at 30 Static Clinics, 155 Social Franchise and 15
Outreach Sites in (approx. 55) districts across Pakistan (Sindh, Punjab, KP,
Balochistan). Remaining 50% (1400) sample will be Client Satisfaction Survey
Household-based and will be conducted with FP/RH clients at their homes
located in the catchment areas of the same above mentioned
facilities/survey sites.
DATE OF
ISSUANCE
OFFERS CLOSING
DATE
OFFERS BASIS
August 23rd, 2015
September 04th, 2015 1600hrs
PKR (inclusive of all applicable taxes)
Marie Stopes Society (MSS) is entertaining proposals for awarding firm fixed price procurement for
local technical assistance, as described in this document. These services are being procured for
MSS and are subject to all applicable Pakistan Government Laws.
Please
with:



submit your most competitive proposal for the services described in the RFP in accordance
PART A: Scope of Work
PART B: Instructions to Applicants
PART C: Terms and Conditions.
PART A: SCOPE OF WORK
I. BACKGROUND
Marie Stopes Society (MSS) is a client-focused social enterprise committed to delivering high
quality, affordable Sexual and Reproductive Health (SRH) services through a rights-based approach.
Established and registered in Pakistan in 1991, MSS is a subsidiary and a leading partner of the
Marie Stopes International (MSI) global partnership of 37 countries.
“MSS’s vision is to improve reproductive health of people in Pakistan, and its mission is to
become the leading, most effective and enduring contributor towards improving the
reproductive health of people in Pakistan”
In 2014, MSS provided over 2.7 million couple years of protection (CYPs) to women and couples by
offering a full range of affordable, voluntary, high-quality Family Planning (FP), Reproductive Health
(RH) and Maternal and Child Health (MCH) services through a network of 82 MSS clinics in 78
districts, 20 mobile outreach teams and over 700 Suraj Social franchise private providers in more
than 50 districts of Pakistan.
DESCRIPTION REGARDING SERVICE DELIVERY CHANNELS:
Marie Stopes Behtar Zindagi centre (BZC):
Marie Stopes Society (MSS) provides quality family planning and other SRH services through a
network of 86 static clinics branded as “Behtar Zindagi Centres”. These BZCs are mainly located in
the urban or peri-urban vicinity in each district, roughly at a distance of around 4 to 8 km from
District Head Quarter (DHQ).
Suraj Social Franchise centres:
Marie Stopes Society (MSS) established a health providers’ network branded as ‘Suraj’ (meaning
‘sun’ in English). The model is essentially a partnership between MSS and private local health
services providers for the provision of quality contraceptive services. The catchment population is
normally scattered within 4-6 km radius (averagely) from that provider. The Suraj Social franchise
providers are located at an average distance of 40-80 km from District Head Quarters. In each
district the minimum distance between any two Suraj providers is large enough to ensure no spillover effect. In addition to family planning services, a sub-set of Suraj Social Franchise centres also
provide safe motherhood services.
Outreach Services:
Marie Stopes Society (MSS) runs an outreach program particularly targeting poor and underserved
women with limited access to basic family planning. MSS, through its outreach program, provides a
wide range of quality contraceptives at an existing public health facility preceded by sensitization
and demand-generation among the target population through its field health educators (FHEs).
The FHE gathers all the potential clients on a certain day from the catchment population, who are
then provided with voluntary contraceptive services at the selected public health facility by MSS
team. In each district the number of outreach sites ranges from 4-8 health facilities that are located
in the peri-urban areas of the district. The catchment population is normally scattered within a 7-10
km radius from an index health facility. These outreach sites are located at an average distance of
25-40 km from District Head Quarters.
EXIT INTERVIEW SURVEY:
Client satisfaction evaluations are an opportunity to interact with the clients in the process of
program assessment. Clients’ experiences and level of satisfaction with MSS services is an essential
aspect of evaluating and upgrading service provision. Measuring socioeconomic status (SES) is
important in understanding determinants of health. Client Exit Interview Survey will be conducted
in two parts- one is Exit Interview Survey-Facility based and other is Client Satisfaction Surveyhousehold based.
Exit Interview Survey-Facility based:
Facility-based Exit interview surveys are conducted to obtain a profile of the clients attending Marie
Stopes Society (MSS) to ascertain whether MSS is targeting the poorer and more marginalized
populations, and to understand other demographic characteristics of target populations. Client
satisfaction has a key role in translating quality into positive outcomes such as program
sustainability and achievement of reproductive intentions. This in turn influences clients’ decision
whether to recommend the service to other potential users. If the number of new and continuing
users increases as a result of favorable perceptions, program sustainability is enhanced.
Client Satisfaction Survey-Household based:
In addition to aim and objectives of facility-based EI survey, the pivotal reason behind conduction
of Household-based Client Satisfaction survey is the tendency of facility-based CEI methodology
towards overly positive results which may arise from its methodology limitations where exit
interviews are conducted with clients before the leave the facility. During face to face interviews at
the facility, the clients may only say what the interviewer or the staff may like to hear and only
provide biased responses. Moreover, ‘courtesy bias’, where clients may avoid expressing negative
opinions about the services, is a widely recognized limitation of the exit survey methodology that
weakens the authenticity of data. Furthermore, due to lack of time or some urgency, the clients
may only respond with yes responses to all questions. In addition, involvement of program
managers and field and facility staff in the exit interview survey may determine the type of clients
and thus impair the validity of data. Some other recurring issues faced during previous MSS CEI
surveys include lack of space at the centers either due to the size of clinics, especially with
reference to social franchise clinics and rush or presence of many clients as in the case of static
clinics. Lack of space can lead to absence of privacy and breach of confidentiality and thus
negatively influence the quality of data.
To overcome the stated limitations/biases arising from conducting interviews at a facility, we
proposed to conduct Client Satisfaction Survey with clients at their homes after they have received
the services. This could be a great opportunity to test the modified exit interview methodology and
conduct the interviews at the clients’ homes instead of traditionally doing it at the facility.
Conducting Client Satisfaction Survey at clients’ homes will give ample opportunity to the clients to
exactly speak their mind and express true beliefs.
II. OBJECTIVES OF THE CLIENT EXIT INTERIVEW/CLIENT SATISFACTION SURVEY
The following are the objectives of the survey:
The overall aim of the survey is to identify whether MSS services are meeting the needs of clients
who attend the MSS facilities and to identify areas of improvement in MSS services. The objectives
of the Survey are:
1. Assess client characteristics by collecting more socio-demographic information
2. Assess clients’ satisfaction level regarding their experiences at MSS facilities, including their
perception of quality of services provided
3. Assess counseling and communication skills of service providers
4. Assess the effectiveness of marketing activities and how we can communicate with our
clients more effectively
5. Assess if clients are being offered appropriate choice of FP methods
III. TARGET POPULATION & SAMPLE
The exit interviews and client satisfaction survey will be conducted with clients receiving family
planning from MSS Behtar Zindagi Centre, Suraj Social Franchise and Outreach services.
Data Collection Method:
Two types of data collection methods will be employed – 1) Facility based and 2) Household based.
Splitting the sample size into two, fifty percent (50%) of the Exit Interviews will be Facility-based
interviews and will be conducted with female clients on the day of receiving the services and right
before they exit the facility. And fifty percent (50%) of the Client Satisfaction Survey will be
Household-based and will be conducted with female clients in their homes within three day after
they have received the services. MSS support/field staff will provide the addresses of and facilitate
in locating these clients. Mainly, home-based sample will be taken from diary of the service
provider.
Note: Exact number of Outreach sites/social franchise/static clinics by district will be shared
at the time of award. In addition, the number/selection of districts is subject to minor
changes.
Questionnaire:
Two structured exit interview questionnaires – one for facility based and one for household based
interviews will be used for interviewing clients. Both the questionnaires will be almost identical in
structure and content with some slight changes mainly introduced in phrasing of questions. These
are standard questionnaires developed and periodically used by MSS/MSI and consist of the
following five sections:
 Demographic information about clients
 Service utilization
 Marketing/BCC
 Method Choice and Quality of care
 Client satisfaction levels
 Poverty assessment
 Wealth quintile
Approximately, each questionnaire has a total of around 130 questions where 98% of the variables
are close ended or numeric and 2% are open ended.
Sampling:
Overall, a total of 2800 Facility-based CEI and Household-based Client Satisfaction survey
interviews will be conducted with MSS FP/RH clients. Out of this overall sample size, 50% (1400) of
the CEIs will be conducted at the MSS health facilities including 30 Static Clinics, 155 Social
Franchise and 15 Outreach Sites in (approx. 55) districts across Pakistan (Sindh, Punjab, KP,
Balochistan). The reaming 50% (1400) of the CEIs will be Household-based and will be conducted
with MSS FP/RH clients at their homes located in the catchment areas of the same above
mentioned facilities/survey sites.
The strategy would be the target clients will be interviewed while they exit the vicinity. Informed
consent will be taken from all clients. The sample will be proportionally distribution across the
randomly selected facilities. Details on clients who refused to participate in the survey will be
maintained along with reasons.
In addition, survey should be completed by October 30th, 2015 (including data collection and
data management & data entry- Complete Final Data Set). Therefore, it is advisable to
account for above stated timelines while preparing activity budget.
IV. ROLE OF CONSULTANT/ORGANIZATION
During the assignment the consultant/organization will be required to perform the following tasks:
1. Review, translation and printing of questionnaire: MSS Research, Monitoring and
Evaluation (RME) team has adapted a separated survey questionnaire originally developed
by MSI RME team in the London office for both parts (facility-based EI and Householdbased Client Satisfaction Survey). The consultant/organization will translate the both
questionnaires into Urdu (as mentioned above only minor changes/questions will be
different in both tools. Otherwise both tools will be identical). Translation to other local
Languages is also preferred such as Sindhi, Siraiki, and Punjabi etc. Moreover, the
consultant will follow standard translation procedure which includes back translation. The
consultant will also conduct a few mock interviews to pre-test the questionnaire (on 20
clients). Any changes to the tools will be incorporated by the consultant/organization and
shared with MSS for approval. Once approved, the consultant/organization will do the
printing of the questionnaire for data collection in accordance with the sample size. The
consultant/organization will also be responsible for dispatching the required questionnaire
to respective field sites.
2. Identify, recruiting, training, and managing a team for data collection: The
consultant/organization will be responsible to identify, train, and manage a separate team
for data collection for both activities (facility-based and Household-based). The
consultant/organization will be responsible for financial management of the project,
including payment of their staff logistics related to the survey. The training on the
questionnaires must be conducted at least for 2 days (including one of field testing through
trained enumerators). MSS RME team will monitor these recruitment and trainings of the
data collectors. And will provide inputs seems necessary for corrective measure to the
consultant.
Recruitment criteria for data collectors: The consultant/organization will be responsible for
recruiting qualified data collectors/enumerators. The consultant/organization must insure
that the data collectors have sufficient knowledge of family planning and reproductive health
and experience of data collection. In addition, the data collectors must be females and should
preferably be local with knowledge of geographical locale, be married or above 25 years of
age and must be familiar with the local languages.
3. Screening of Clients: For Household-based Client Satisfaction survey, the
consultant/organization will be responsible for screening of eligible survey participants by
using service providers’ daily diary where they maintain the flow and number of clients who
used services per day with dates.
Further, consultant/organization have to send
photocopies of the daily diary pages from where selection of clients will be done to MSS
RME team so that we can see whether the screening criteria is strictly met.
4. Data collection: The consultant/organization will be responsible for recruiting the eligible
survey participants and administering the interviews based on above stated sampling
strategy. In addition, the quality assurance plan from consultant must include that 5% of the
interviews must be revisited to check the reliability of data by their quality assurance team.
Importantly, the entire data collection in all districts must be completed in 15 days. The
actual date of data collection will be confirmed at the time of award. The consultant is
responsible to devise the strategy accordingly. Moreover, E-data collection using TABs or
any relevant device such as smart phone etc. would be our first preference.
5. Checking/Screening of forms (FIELD): In the field, in order to ensure the quality of data,
the consultant/organization must check/screen the all questionnaires for missing values,
invalid values, extreme values, unclear responses, and logical errors or skip pattern on the
questionnaire. The consultant/organization will check the collected forms daily and conduct
the refresher training, if needed. The consultant/organization representative who will be
checking the forms must endorse by putting his/her initial/signature for future references.
6. Receiving log: The consultant will develop a comprehensive receiving log to keep a record
of the questionnaires, and will share the summary with MSS by district and services
providers. The main questionnaires and the reliability forms will be handed over separately.
The main questionnaires and associated reliability forms should be attached together and
data entry in both data sets should be linked.
7. Refusal Log: The consultant will also need to develop a comprehensive refusal log in order
to maintain and keep the record of those clients who refused to participate in the survey.
8. Modify data entry software: The data entry software has been developed by MSI in EPIINFO. Based on the questionnaire; the consultant will have to modify data entry software
keeping the front screen compatible with the questionnaire. Consultant is expected to
provide details about the changes/modification in the software. Viewing compatibility
should be ensured with respect to the structure of the questionnaire on paper. The
modification in the software designing and database development must be done in close
consultation with RME at MSS so as to facilitate data analysis. The software must have built
in features to protect the security and confidentiality of data. Only concerned personnel
should have the access to database. The selected organization should ensure that the
utilized software or product is licensed (if not free or open source).
9. Checking/Screening of forms (OFFICE): In order to ensure the quality of data, the
consultant must check/screen all questionnaires for missing values, invalid values, extreme
values, unclear responses, and logical errors or skip pattern on the questionnaire. It is
mandatory to provide training on data entry and form checking to the employed personnel.
The consultant representative who will be checking the forms must endorse by putting
his/her initial/signature for future references. If more than one person is responsible for
checking and subsequent overseeing, then proper hierarchal system should be in place to
identify the responsible person through signatures or different colours for marking.
10. Coding of new responses & dual data entry: The consultant will be responsible for the
coding of all new responses/open ended questions and for maintaining a computerized
code book. The consultant must keep the new coding list as extensive as possible; the
categories of similar codes shall be done at the time of analysis. However, they will ensure
that the same response is not coded multiple times as it may occur in the questionnaires
under different questions and captions. Moreover, 100% dual data entry of the same
questionnaires by two separate data input operators will be done. As per the standard
protocol a data operator will not enter the same form twice. In order to keep a check on
this consultant must maintain code list of data operators and also enter the time (along
with date) at which the record is entered. The purpose of dual entry is to minimize the entry
errors and subsequent easy identification and rectification of errors.
11. Data cleaning of entry and logical errors: After double entry the consultant will be
responsible for the 100% cleaning of data entry errors. The consultant must keep a soft &
hard record of original data entry error lists. Thereafter, assessment of logical errors shall be
performed in the dataset. The consultant will have to provide SPSS and Stata syntax for
logical data cleaning.
12. Modify labelling/coding of dataset: SPSS syntax for variable and value labelling has been
developed by MSI. Based on the questionnaire, the consultant will be responsible to modify
and update a detailed syntax.
13. Inception
Report
and
Field
Completion/Methodology
Report:
The
consultant/organization will be responsible for writing an inception report once the
meeting would be held with MSS RME team at support office Karachi. In addition,
consultant also needs to develop a field completion/Methodology report once the field is
completed.
V. CONSULTANT/ORGANIZATION DELIVERABLES
Following are the deliverables to MSS for above mentioned assignment:
1. Submission of final English and translated Urdu and Sindhi questionnaires for both
activities/Surveys
2. Detailed management plan for the implementation of this activity
3. Submission of hard copies of all filled questionnaires after dual data entry- these must be
signed by the person interviewed and the person who checked the form
4. Submission of an Inception report and Field Completion report.
5. Clean two original databases in (.dbf, .mdb, .rec etc.). The file shall include weights for each
observation, as applicable. Provide relevant data file if data collection performed
electronically.
6. Comprehensive receiving log, refusal log and codebook.
7. Logical data cleaning/assessment in SPSS in order to clean the errors/missing values.
8. Row data set (cleaned and final) in Statistical Package for the Social Science (SPSS)
9. Software for data entry (complete functional software along with the .exe file) and detailed
labelling and syntax used for cleaning.
In addition to the deliverables noted above, it shall be the principal consultant’s responsibility to
ensure the following:
o
o
Submission of details of staff members involved in the activity along with organogram.
Submission of overall management including preparation of a Work Plan and Schedule of
works for completion of all activity at the outset.
o
o
o
o
o
Management and responsibility for safety and security of all survey data and analysis.
Ensure all activity is on track and completed in given timeframes.
Ensure all activity is delivered within budget.
Ensure consistency and quality assurance of all activity.
Ensure regular communication with the MSS technical lead person.
VI. ROLE OF MARIE STOPES SOCIETY:
During the assignment the MSS RME team will supervise the entire activity. Following specific tasks
are as follows:
1. Share list of selected health facilities and other details as needed: MSS RME will share
the list of survey sites for the exit interview survey. Facilitation will also be provided in
giving any other details needed as deemed necessary for deliverables.
2. Share the details of clients for household-based Client Satisfaction Survey: MSS
RME/Ops will provide the details of clients to be interviewed at home including the number
of clients to be interviewed in the community and addresses and support to reach to these
clients.
3. Participation in training: MSS RME representatives will attend the trainings and provide
feedback where necessary.
4. Review of Inception report and Filed completion report: MSS RME team will review the
both reports and give their feedback. MSS holds the authority to suggest changes.
VII.
REQUIREMENTS OF THE CONSULTANT/ORGANIZATION
The organization must have personnel with the following qualities: good communication and
interpersonal skills; extensive experience in providing technical assistance in areas of quantitative
and qualitative research, maternal health and family planning, reproductive health (maternal health
particularly). The organization should have good track record of quality products, financial and
technical success in administration of projects and working under pressure to meet clients’
deadlines.
VIII.
TIME FRAME
It is expected that after the contract is awarded, data collection, data management and other
deliverables will be completed in 40 days. A detailed work schedule will be negotiated at the time
of the award. In addition to this, after evaluation of the proposals, MSS will announce the result on
14th September 2015.
PART B:
INSTRUCTIONS TO APPLICANTS
I.
PROPOSAL DEADLINE
The technical and financial proposal must be submitted in separate sealed envelopes as part of the
tender package submission through couriered service by September 04th, 2015 1600hrs. Late
submissions will not be entertained. All proposals will be reviewed and a meeting may be called
with the shortlisted consultant /organization in due time.
II.
PROPOSAL MAILING ADDRESS
The hard sealed copy of proposal must be submitted to Marie Stopes Society, 21 – C, Commercial
Area, Old Sunset Boulevard, DHA – II, Karachi, Pakistan stating Financial proposal, Technical
proposal, name of applicant submitting proposal and stating “Client Exit Interview 2015”. Any
clarification related to technical queries should be sent to: mssresearch@mariestopespk.org not
later than 27th August 2015 1200 Hours.
III.
PROPOSAL REQUIREMENTS
The response to this RFP should include following as per the standard template (see annex 1):
Technical Proposal
1. An introduction of the organization/firm; including its mission, current activities, client base,
and previous experience of conducting similar activities as described in the Scope of Work
(SoW).
2. Listing of key personnel who will be managing and implementing the whole research
process.
3. Curriculum Vitae (one page) of key personnel. In case of contractual employees of the
organization/firm, also include a letter stating their availability for their proposed times and
tasks.
4. An analysis of the SoW detailing understanding of the required tasks and proposed
methodology. Recommendations on the sampling strategy and plan (recruitment strategy
for interview participants).
5. A tentative implementation plan that responds to how the firm will achieve the objectives
as described in the SoW. The plan should provide detailed information on implementation
including the general scope and approach, proposed tasks of implementation, and
deliverables. The implementation plan should also provide a management scheme and
detailed information on the time and resource requirements that will be needed from MSS
in order to effectively complete the objectives.
6. List of references (Organization, Representative at the Organization, Contact Information
(address/telephone/email)
Required Declarations
1. The shortlisted consultant/organization will be asked to provide signed declarations
(Legal/compliance will be provided later by MSS).
IV.
CRITERIA FOR SELECTION
All proposals submitted in response to the RFP will be reviewed by a selection committee on the
basis of the criteria detailed below:
The proposals will be evaluated according to the following criteria and weighting:
Technical proposal:
a) Institutional capability and track record
15 points
b) Experience of key personnel
15 points
c) Proposed implementation plans
30 points
d) Cost
40 points
_____________
Total
100 points
V. FINANCIAL TEMPLETE FOR PROPOSAL
Financial Proposal/Budget
1. Two signed hard copies of separate detailed budget (separate for Data collection and Data entry
& Data management) as per the standard template (annex 2) must be submitted. The budget
should include units and unit costs for all activities required to accomplish the required objectives,
tasks and deliverables. Financial proposals must be submitted by using given Annex-2
VI.
OFFERS’ VALIDITY
Your proposal must remain valid for a minimum of 120 days. Offers must be signed by an official
authorized to bind the applicant to its provisions.
VII.
QUESTIONS OF CLARIFICATION
Interested applicants may direct for any technical queries in writing via email to:
mssresearch@mariestopespk.org latest by 1200 hours 27th August 2015 and the responses will
be sent to all prospective bidders by 1700 hours 28th August 2015.
Any reply to these queries and clarification shall not be considered as acceptance of the offer or
any agreement whatsoever by MSS.
VII. Work Plan
1. A signed hard copy of work plan as per the standard template (annex 3) must be submitted.
PART C:
TERMS AND CONDITIONS
I.
NEGOTIATIONS
The applicant’s most competitive proposal is requested. It is anticipated that the contract will be
awarded solely on the basis of the proposals. However, MSS reserves the right to conduct
negotiations prior to award to all shortlisted applicants.
II.
REJECTION OF OFFERS
MSS reserves the right to reject any or all of the applications received and/or to cancel any or all of
the deliverables requested in this RFP.
III.
INCURRING COSTS
MSS is not liable for any cost incurred by the applicants in connection with the preparation,
submission and delivery of offers in response to this RFP.
IV.
ACCEPTANCE OF CONDITIONS
MSS reserves the right to request additional information from applicants, either in writing or
verbally. MSS may cancel this RFP without any cost or obligation at any time until issuance of a
contract.
V. AGREEMENT
MSS will enter into an agreement with the responsible and responsive offer or whose offer is
determined to be the most advantageous based on technical responsiveness and cost.
MSS intends to award a firm fixed price contract for this activity. Payment will be upon the
successful completion and acceptance of specific deliverables; which will be negotiated prior to
contract award.
VI. TERMS OF PAYMENT:
Table 5: Break-down of payment
1
2
3
After Issuance of LOI/Signing of the Contract
25%
After Submission of the Inception/ Field 25%
Methodology report
After Submission of complete final data set
50%
The selected party shall provide Indemnity bond / insurance bond on affidavit against advance
payment.
VII. PENALTY:
Subject to any delay incurred by the organization/firm such as delay in the submission of
deliverables or final report within the above-said time plan except due to natural calamities or law
& order situation, the organization/firm must notify to MSS. Failure to notification to MSS about
delay, a sum which is equivalent to 0.5% of the remaining amount per day after a lapse of three
business days will be charged to the organization/firm.
VIII. APPLICABLE LAWS
Awardee will abide by all applicable federal, state, country, and city laws and regulations and will
obtain (or demonstrate current possession of) any and all permits, licenses, certifications or other
approvals that may be required and/or appropriate for performing services or conducting business.
Any subcontract resulting from this RFP will be governed by the laws of Pakistan.
IX.
Mandatory Requirements
The consultant/organization agrees that MSS or it’s donor organization, or any of their duly
authorized representatives, shall have access to any books, documents, papers, and records of the
contractor which are directly pertinent to the specific program for the purpose of making audits,
examinations, excerpts and transcriptions.
The consultant/organization/firm will be checked on any National/International available
lists of excluded parties e.g. (involved in terrorism, drug trafficking, connections with
Taliban etc). If the consultant/organization/firm’s name appears on any of the list, they will
be automatically disqualified from procurement and will not be notified.
List of Annexures
(uploaded on MSS site https:// www.mariestopespk.org
1. Proposal Format
2. Financial Proposal/budget format.
3. Work plan