STATEMENT OF WORK AND TERMS OF REFERENCE: CCPF TECHNOLOGY UPGRADE

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1 I. Background II. III. STATEMENT OF WORK AND TERMS OF REFERENCE: CCPF TECHNOLOGY UPGRADE Chipatala Cha Pa Foni (CCPF), or health center by phone, is a program implemented by VillageReach starting in CCPF aims to provide communities in Malawi, particularly rural communities, with access to health information and services. Initially focused on maternal, child, and newborn health, CCPF now serves all groups and health issues. The program consists of two technology-related aspects; a call center accessed via a hotline to provide health information, advice, and referrals, as well as a tips and reminders mobile messaging service that provides information to clients via SMS or IVR. The upgrades are made possible through donor support for CCPF from USAID s Organized Network of Services for Everyone s (ONSE) Health Activity, GIZ s Food and Nutrition Security Programme, Johnson & Johnson, Vitol Foundation, and USAID s Njira Project. Assessment/Project Objectives As CCPF continues to scale, with the goal of national scale throughout 28 districts in Malawi, it is necessary to upgrade the technological infrastructure on which the program operates currently. The existing system uses multiple custom applications, provided by several different consultants or vendors, to support hotline operations and messaging. As the majority of the applications are custom, the system is difficult to maintain, update, and is not scalable. To support national scale, new technology solutions are needed for both hotline operations and tip and reminders messaging. VillageReach aims to identify new technology partners, platforms, and/or solutions to replace the existing infrastructure and support ongoing CCPF operations at scale. Purpose & Objectives The purpose of moving to a new platform is to support the transition and scale of the program within and outside Malawi. In order to fulfill that purpose, the objectives are to make CCPC s technological infrastructure more reliable, more stable, and replicable. Additionally, the technology must be robust, appropriate, and easy to maintain so that the Malawi MOH can take on the ongoing maintenance, management and costs for the system. IV. Scope of Work The vendor will be expected to provide the following work: Complete design, including: o All major components o Tech approaches to all key features o Incorporating a design feedback phase with VR Identifying cost and responsibility boundaries with VR and all sub-vendors o Analysis of ongoing costs for VR and then MoH, at varying scales

2 o Future upgrade and scaling paths Perform technical customization and train VR staff in super user-type customization o Provide a plan and assistance for transferring all current content (scripts, data, and message programs) Implement entire solution o Some phased implementation or shared ownership of implementation could be negotiable Coordinate Training of local staff, including o Daily frontline workers o Supervisors o Admins / Power users o Any other experts required for Tier 1 / Triage support Work with VR to specify and maintain an accurate calendar of implementation Ensure support and emergency triage during VR ownership Provide a plan to continue support at low cost to MoH after ownership transfer. V. Design Features The proposal should clearly indicate if and how the solution provides the following features: 1. Traditional Call Center Functionality a) Required Call handling, distribution, and queues Basic IVR functionality, including language selection and wait time announcements Transfers to both local and remote numbers Supervisor functions: call & worker stats, in both live dashboard and reports, call listen-in Capacity for national rollout: 10K calls per month, mostly in daylight hours. 80% of calls 3-10 minutes Smooth scale-up path to 5x participation Effective UI for workers with limited keyboard experience Persistent client & contact record Automatic number lookup for clients (including shared / household phones) Multiple branching scripts Internationalization for all scripts: 4 languages for launch b) Desired Call recording, with archive management Bridging transfers, including to remote numbers (worker stays on the line) Touchscreen instead of mouse 2. Additional, Data-focused Functionality for Call Center: The health nature of the hotline means that key features also include items more often found in CRM and survey-taking software.

3 a) Required: Customizable fields for client demographics Dashboard for client lookup, with custom search terms & filters. Client lookups show call history and some status fields Detailed script response recording and reporting Survey-tool-style script options: Multiple question types (multiple choice, numeric, date pickers) Inter-question dependence Navigation between sections in case of unexpected call path Low cost for local admin / support to modify scripts, including new questions and sections Initiation of outgoing calls from client lookup screens (for Referral & Follow-up) b) Desired: Reference material lookup in-call Admin-customizable reporting 3. Outgoing message programs CCPF also provides a set of regular health messages, primarily via SMS, but also outgoing IVR a) SMS: Required: Ongoing programs w/ varied message schedule Enrollment & cancellation in-call Enrollment & cancellation via SMS Low cost & hassle to add and edit programs & content Low cost SMS delivery b) SMS: Desired: Enrollment & cancellation via IVR 2-way capability for interactive message sets c) Voice: Required: Ongoing programs w/ varied message schedule IVR capacity to call in a receive appropriate messages enrollment & cancellation in-call Enrollment & cancellation via IVR Low cost & hassle to change programs & content Low cost voice delivery d) Voice: Desired: Enrollment & cancellation via SMS

4 4. Robustness Power and internet can be unreliable in Malawi. The core hotline functionality must continue to operate. This "core hotline functionality" is largely sections 1 and 2, above: - IVR call handling and distribution to hotline workers - Detailed scripting and data recording for the hotline workers. a) Required: Core functionality must continue to operate for 24h without power to the hotline office (battery backups acceptable) Core functionality must continue to operate for 24h without any internet to the hotline office Core functionality must continue to operate for 72h despite difficulty connecting to the larger internet outside of Malawi 5. APIs and Integration VI. Schedule The entire system should have a future development path for integrations not yet fully specified a) Required: All data should be accessible for remote machine access, including: Call records from section I Detailed client & interaction records from section II Enrollment & message delivery records from section III Batch / report machine access is acceptable for the Required level b) Desired Standard JSON REST API for more detailed record retrieval Path to updating the query abilities of that API Live data, when connection is available Callbacks or other "push" customization possibilities Responses Due: August 4, 2017 Vendor Discussion: Week of August 7th If a single proposal does not match all requirements, VillageReach may discuss and revise requirements to assemble a solution from multiple vendors. Solution Selection: August 17, 2017 Implementation Planning: September 2017 Generate a more detailed feature list, schedule of work, and dependencies Development and Procurement: October and November 2017 Custom software development and hardware procurement

5 Deployment and testing: December 2017, January 2018 Installation of hardware alongside current system. Testing and bug fixing of essential operations. Finalization and launch: TBD Switchover from current system, at current 4-district scale. Modifications, and scale-up: January 2018 through March 2018 Make changes based on a month or more of real use and data. Expand coverage in stages up to full 28 districts. VII. Evaluation All potential platforms will be evaluated on two central components: a technical component and a cost component. The technical component accounts for 70% of the evaluation rating, while the cost component contributes 30% of the rating. The specific evaluation criteria for each component are identified in the following sections. A) Technical Component (70%) The technical component consists of five main areas of evaluation, each with the potential to earn a specified number of points for each platform evaluated. No cost information is to be considered while scoring the technical aspects of the system. The focus of the technical component is to rate the platforms based on their ability to meet the needs of the CCPF program. Reference Category Points T.I Software Features: The primary consideration on the technical component is meeting the features requirements of section V. Each category from that section can be scored independently. 45 T.I.A Traditional call center functionality 10 T.I.B Data-Focused Functionality 10 T.I.C SMS Messaging 10 T.II T.I.D Voice Messaging 5 T.I.E Robustness 5 T.I.F APIs/Interoperability 5 Hardware: 5 The hardware required to operate the hotline running on the platform should be clearly

6 T.III T.IV identified. Very specialized hardware may be more difficult to procure and maintain. Hardware with more vendors and availability in Eastern and Southern Africa will reduce price and increase longterm maintainability. Rollout, Sustainability, & Scalability: A key feature for the system will be the ease of rollout and the systems sustainability and scalability (not related to cost). The program goals will be best served by a platform that is scalable and replicable in other locations. Key considerations for this category include: Can support 20+ phone lines (and simultaneous calls) Support 21,000+ SMS messages per month Robust system that includes backups and redundancies, and does not require internet connectivity to support basic call center operations Automatic system operation monitoring and automated alerts for issues Prior and existing deployments in other countries and/or demonstrated ability to be replicable in other countries Management & Maintenance: Ease of management and system maintenance is a key aspect of selection. Basic system administration and management available through intuitive user interface More advanced administration available for moderately technical staff, after training. This will be part of first-level support 10 10

7 Does not require SDE effort for routine management and administration Automated system maintenance (database backups, deletion of old call recordings, etc.) T.V Support: 5 Routine system updates and available technical support will also be considered. Factors included in this area include: Ongoing platform development Routine, periodic updates for system performance and new features User community or forums and available tech support Higher-level support options for emergencies, when local first-level support is insufficient TOTAL 70 B) Cost Component (30%) The cost component of the evaluation accounts for 30% of the overall rating. Cost, both for initial set up, including recurring costs for maintenance and licensing, is a crucial aspect of the evaluation, as the CCPF program aims to pass ownership of the program over to the Malawian MOH within the next year. As such, it is important that the program costs are sustainable for the Ministry. The platform(s) with the lowest cost will receive full points. Other platforms will receive a percentage of points proportional to the difference between the platform cost and the lowest cost. The cost component of the evaluation should consider the total cost per year, as well as the implementation cost for the platform, including the following: 1. Licensing and/or subscription fees 2. Additional service fees 3. SMS costs 4. Airtime costs (if applicable) 5. Hardware costs a. Procurement b. Installation c. Maintenance 6. Development costs (SDE & BA costs if customization is required) 7. SDE/Technical staff time costs if required for system management or maintenance

8 VIII. Core Principles The following principles should guide the work of the vendor through the implementation, customization, support and maintenance of the application. Vendors are encouraged to refer to these principles when developing their answers to the project requirements. Security: The security of the application and its ability to prevent malicious and unintended misuse is an absolute priority. Encryption should be used where appropriate. All communication between systems shall use SSL and/or certificates. Usability: Applications must be modern, intuitive, and easy to use. It should be built with accessibility in mind. Layouts and features should remain simple, consistent throughout, and to the point. Scalability: Application must be designed in such a way that it is possible to horizontally scale in the case of a hosted deployment. Extensibility: As much as possible, the system should be built to adapt to varying needs, diverse audiences, changing requirements based on user s profile. This will be particularly important for the customizations of the product, as one should aim at developing reusable and adaptable features rather than one-time development for a specific project. Connectivity: VillageReach s mission is to improve access and health at the last mile; many programs operate in remote, rural areas with limited infrastructure. It is critical to develop robust solutions to ensure access to essential services to as many users as possible in low-resource environments. Self-sustainability: It is expected that few human resources will be available to support the administration of the applications and support users. Therefore, it is critical to aim at designing systems and processes that are as self-sustainable as possible. This implies for example the creation of automation, communication templates, workflows, reliable technology, FAQ, inline help and self-training solutions.