Proposal for Client Exit Interview Uganda

Background

Tiko uses a digital platform to support adolescents and young people aged 15–24 years to make informed decisions about their sexual and reproductive health. Through a network of accredited public health facilities, private clinics, and pharmacies, the platform enables young people in Kampala and Wakiso to access a range of SRH, HIV, mental health and SGBV services. Tiko complements this service delivery model with behavioural interventions that strengthen health-seeking behaviour and help users continue engaging with care.

Client Exit Interview surveys (CEIs) form a key part of Tiko’s monitoring, evaluation, research and learning system. They generate routine evidence on whether young people are receiving high-quality, youth-friendly services, the extent to which providers offer complete counselling, and how users perceive their experience. CEIs also help Tiko track the wellbeing of its users through the multidimensional poverty index (MPI) and the Poverty Probability Index (PPI). This information supports programme improvement, strengthens provider feedback, and helps Tiko monitor equity in access and service delivery.

The CEIs are conducted quarterly across selected Tiko accredited sites in Kampala and Wakiso districts. The sample size per round is approximately 500 interviews. The consultant will work closely with Tiko’s MERL team, following prescribed tools, sampling procedures, and analytical approaches.

Scope of Work

Tiko seeks a firm to implement the CEIs for all four quarters of 2026. The consultant will be responsible for planning and conducting fieldwork at selected public facilities, private clinics and pharmacies, interviewing adolescents and young people immediately after receiving a service supported by Tiko.

The assignment covers the full CEIs cycle: planning, data collection, reporting and dissemination. The consultant will also be required to compute MPI and PPI using Tiko’s agreed methods, and to incorporate the Method Information Index (MII) when assessing the quality of family planning counselling. All data must be collected using Tiko-approved digital platforms (SurveyCTO or KoBo), with strict attention to safeguarding, consent and confidentiality.

The work will require close coordination with Tiko to ensure the sample is followed correctly each quarter, that field teams understand the SRH/HIV context in which the CEIs operate, and that any issues at facility level are reported immediately.

Objectives of the CEIs

The overall goal of the CEIs is to track the wellbeing of Tiko users and their satisfaction with the services and counselling they receive when seeking sexual and reproductive health services. The specific objectives are:

• To understand the wellbeing of Tiko users using the multidimensional poverty index approach
• To assess Tiko users’ experiences with services and quality of counseling received at Tiko facilities
• To assess the youth-friendliness of Tiko participating facilities

Research Questions

The CEIs will aim to answer the following research questions:

• How well do facilities supported through Tiko deliver safe, respectful and youth-friendly SRH/HIV services?
• What is the quality of counselling that adolescents and young people receive, and how do they describe their interactions with providers?
• What improvements are needed to address inequities, strengthen service quality and enhance user experience across the Tiko ecosystem?
• What is the wellbeing profile of Tiko clients when measured using MPI, PPI and additional poverty indicators?

Survey Approach & Methodology

The CEIs will use a quantitative facility-based exit survey design. Interviews will be conducted with adolescents and young people aged 15–24 years immediately after receiving a service at a sampled Tiko-accredited facility. The sampling strategy for each quarter will be provided by Tiko and must be followed closely to ensure comparability with previous rounds.

Data will be collected using digital tablets programmed on SurveyCTO or KoBo. Field teams must be trained on interviewing adolescents, safeguarding and informed consent, and maintaining privacy. High-quality and well documented field supervision will be required throughout data collection. Any risks or unusual patterns in facility performance must be reported immediately.

Analysis will follow Tiko’s standard procedures. This includes generating MPI and PPI scores, constructing categorical poverty measures, computing service satisfaction and counselling indicators, and producing MII indicators for family planning clients. The consultant should ensure all datasets are cleaned, clearly labelled and accompanied by the syntax or do-files used.

Deliverables

The consultant will submit an inception report at the start of each quarter outlining the detailed work plan, field arrangements, training plans, safeguarding procedures, timelines and field team structure. During data collection, the consultant will share raw data extracts for validation and quality checks.

After fieldwork, a field operations report will be required. This should describe the sites visited, sample achieved, deviations from the protocol, contextual challenges, quality control actions and any issues that may affect interpretation of the data.

Each quarter, the consultant will produce a full analytical CEIs report. The report must present descriptive findings, highlight key themes, compare facilities where relevant, report on MPI/PPI profiles, summarise MII findings and provide recommendations for programme improvement.

Finally, the consultant must submit a cleaned dataset in Stata, SPSS or CSV format, along with all syntax or do-files used in data cleaning and analysis.

Technical Requirements

We are looking for a consultant/team with the following skills and qualifications:

1. Demonstrate experience and expertise of similar assignments with Non-Governmental Organizations (NGOs), preferably within SRH, HIV or youth programming. including how the firm intends to manage interactions with users who are mostly young.
2. Demonstrate experience working in Uganda and good knowledge of the Uganda health system.
3. Demonstrated availability of a field team to collect the data.
4. Demonstrated data analysis and high quality report writing capabilities.
5. Provide 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.
6. Incorporate 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 similar surveys within organizations similar to Tiko.
7. List of current and past clients where the bidder has conducted client exit interviews 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.
8. Ability to respond to comments and questions in a timely, appropriate manner.
9. Excellent verbal and written communication in English and Luganda required.

Evaluation Criteria

Proposals will be evaluated in two parts. The experience & technical proposal 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 RFP.
• Proposals must contain the details of the proposed approach to be adopted in order to deliver the service in accordance with the RFP.
• Proposal should clearly indicate compliance with the appropriate data protection, privacy, legal, social, tax and ethical issues applicable to the country

Description

1. Experience, Skills and Ability

• Past experience in similar work of this nature.
• Knowledge of the Ugandan health system
• Team member experience (accompanied by brief CV's).
• Ability of the bidder to fulfill Tiko's requirements

Weight: 40

2. Technical Approach and Execution Plan

• Proposals must contain the details of the proposed approach to be adopted in order to deliver the service in accordance with the RFP.

Weight: 30

3. Financial quotation

• Proposals should clearly indicate detailed cost breakdown

Weight: 20

4. References

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

Weight: 10

Totals Weight: 100

How to apply

Proposals should not exceed ten pages, excluding annexes. They should include a brief cover page, a capacity statement explaining why the firm or individual is well positioned for the assignment, and a clear explanation of the approach to delivering the CEIs. Teams should provide short profiles of the proposed staff, a work plan showing how the quarterly cycle will be managed, and a budget presented in Euros with adequate justification. Applicants should also attach references from similar work conducted within the last five years.

Proposals should focus on clarity, relevance and evidence of strong experience. Unnecessary attachments or promotional materials are not required.

Submission details

Applications/submissions are requested to submit their tender/application documents (technical & financial) proposals to Tiko via mail procurement@tiko.org. by the end of day 28 November 2025. With the subject name: Proposal for Client Exit Interview Uganda