TERMS OF REFERENCE FOR CONSULTING SERVICE FOR IVR AND WEB CONTENT DEVELOPMENT AND USER EXPERIENCE RESEARCH SUPPORT

Overview of the assignment

The Ministry of Innovation and Technology implemented a digital platform  in collaboration with the Ministry of Health (MoH), Ethiopian Public Health Institution (EPHI), Ethio Telecom and the Mastercard Foundation, with the aim of health information communication mainly during emergencies. 

The platform includes an interactive voice response system (IVR) in its Integrated Call Management System (ICMS) and a Web Portal for both data collection and information dissemination for emergency health information, like COVID-19, cholera and yellow fever. Other diseases information where the health sector focuses to eradicate like Guinea worm will also be part of this information communication platform. 

Various directorates at EPHI and MoH are responsible for the contents drafting, reviewing and final approval of all the health information about the diseases mentioned above. A communications expert will be very helpful to let the respective directorates produce high-quality IVR and Web contents so that the listeners and/ or readers will get the messages easily understandable in order to build their actions based on the key messages communicated via these digital channels.In addition to that, a continuous content update, based on ‘content’ pre-tests and basic user (listeners and/ or readers) experience research is one of the main supports required. 

Therefore, onboarding an experienced and knowledgeable senior communication specialist, who can work with multiple stakeholders of the project for a better outcome of the information communication platform is very important. 

Objectives

The general objective of the assignment is to contribute to the newly developed digital platform with Interactive Voice Response (IVR), helpdesk and IVR/ SMS Survey features for COVID-19 and other health emergency related information communication by making timely, up to date, easily accessible COVID-19 and related health information and advice available for the public through IVR and web-based media.

Specifically, the assignment aims to achieve the following objectives:

• Development of appropriate, targeted, demand-responsive content in collaboration with health professionals from mandated institutions.
• Enhancing the skills and knowledge of concerned personnel on content development, and communication. 
• Establishing system for regular updating of active IVR and web contents based on needs assessment, and by assignment of a qualified expert.

Scope of work

1. Reviewing, editing, and revising the zero-draft content
   • Restructure and write up of the IVR content as per standards. 
   • Meet with each content development team members. 
   • Pre-test (develop tools for data collection), revise as per findings, and submission of final IVR content for approval.
   • Support the recording/uploading firm in charge on issues pertaining to contents, as required.
2. Preparation of Scope of Work for Web content and media relations manager
   • Prepare SoW to hire a part timer (high profile) or a fulltime staff (Junior expert) who has expertise in Health, IT and Communication or a media/ communications partner to work in partnership with the relevant stakeholders
     • It includes brief background info on the project; position specification, line of accountability, required qualification and experience; duties and responsibilities, duty station, working condition, contract terms/period.
   • Provide on-the-job support during the initial period of employment. 
   • Review and provide guidance for contents from health experts for the web, radio/TV ads and programs and up to date contents the person/ company develops for the web.
3. Facilitate and provide a training workshop for content development team on Human Centered Design (HCD)based IVR Content development process.
   • HCDbased Training document preparation 
   • Training delivery
   • Prepare a brief report
4. Lead/ advise the assessment for user-experience 
   • Serve as a team leader for the assessment 
   • In consultation with the relevant bodies – define the issues and scope of the assessment, develop methodology and tools; prepare timetable, budget.
   • Orient the assessment team.
   • Supervise the data collection and analysis process.
   • Prepare report.
   • Present to relevant bodies
   • Revise IVR content based on findings and recommendations of the assessment.
5. Train health professionals and public relation experts on the best practices of IVR content preparation, user experience assessment design and pretest procedures
   • Training document preparation 
   • Training delivery
   • Prepare a brief report

Deliverables

1. Revised IVR content
2. Scope of work for Web content and media relations manager or a media/ communications partner
3. Edited and revised IVR content ready for recording
4. Training material, delivery, and report for training workshop for content and communications team.
5. Assessment design document, pre-test tool and report

Qualifications

Communication expert: At least MA in relevant fields, experience in health communication, IVR Content development and editing in health and other sectors, communication related training document preparation, at least 10 years of experience in communication at national and/or international levels, and 5 years in digital communication. 

Roles and Responsibilities

• Consultant: deliver the tasks stated above
• Ministry of Innovation and Technology: overall management and guidance of the assignment; logistics, effect timely payment; facilitate collaboration with other institutions; timely review and approval; organize workshop; arrange meetings; communicate with stakeholders.

Timeline

Evaluation

Besides the experiences mentioned above, the candidate must be able to provide at least one content that he/ she prepared for communications via an IVR system that targets audiences with minimum experience of using such information platforms. 

How To Apply

Interested firms should submit their offer for the specified service above in a sealed envelope on or before May 20, 2022, at 3:00 PM, to the following address: -

Target Business Consultants Plc

N/Lafot Sub City,  LebumebratShoa supermarket 3rd floor

Tel +251 926796218, +251 116 636645

Addis Ababa Ethiopia

Target Business Consultants PLC reserve the right to reject any or all the offers.