Centre for Communication Impact (CCI)
Consultancy for Client Satisfaction Survey Analytics and Improved Use for the Masiphephe Network
|Purpose||To promote the effective use of Client Satisfaction Surveys with consistent monitoring, evaluation, and incorporated learning for improved service
delivery by SAPS officers at Masiphephe Network projects and improved access to justice for all victims and survivors of gender-based violence (GBV).
|Location||Home based, virtual with travel to selected police stations at project sites
and to conduct consultations and validation sessions in Gauteng, Mpumalanga and KZN provinces.
|Reports to||Senior Technical Advisor (GBV Project)|
|Duration||60 non-consecutive working days between 01 May and 30 June 2022.|
|Expected Start Date||01 May 2021|
|Expected End date||30 June 2022|
The Centre for Communication Imapct (CCI) leads implementation of the 5-year USAID-funded ‘Strengthening Local Governance to Improve Gender Based Violence Response’ Project, also known as the Masiphephe Network. The overall goal of the project is “To reduce vulnerability to GBV through improved local governance and service delivery”. This goal will be achieved through the project’s strategic objective which is to strengthen the capacity of local structures to lead, coordinate and manage a community response to GBV prevention and mitigation. The project uses the internationally renowned ecological framework that considers individual level risk factors, community, and society level factors and, uses this technical approach that examines and addresses the combination of risk factors that increase the likelihood of GBV in a particular setting. CCI works with the Gender, Health and Justice Research Unit (GHJRU) of the University of Cape Town, and 5 community partner organisations, viz: Agisanang Domestic Abuse Prevention and Training (ADAPT); Ethembeni Crisis Care Centre (Ethembeni); Gugu Dlamini Foundation (GDF); Project Association Southern Africa (PSASA); and Sonke Gender Justice (Sonke) across three provinces (Gauteng; KZN and Mpumalanga). These organisations lead implementation of integrated programmatic interventions to achieve four interrelated objectives called intermediate results – (i) Strengthened community governance and accountability; (ii) Increased primary and secondary GBV prevention; (iii) Improved mitigation of GBV harms (tertiary prevention); and (iv) Improved access to justice for all victims and survivors of GBV.
Overview of the Consultancy
This consultancy is aligned to all project objectives but specifically on improved access to justice for all victims and survivors of GBV. Extensive consultations by CCI and USAID (Law Enforcement Advisor) with key role players within the justice system including the South African Police Service (SAPS), National Prosecuting Authority (NPA), Department of Justice and Constitutional development (DOJCD), Department of Social development (DSD), Department of Community Safety, Security and Liaison (DCSSL), Independent Police Investigative Directorate (IPID), local government officials, inter-faith leaders, other relevant civil society organisations and community members in March 2019; were held to gain provincial, district and community insights on best practices, challenges, recommendations, and opportunities that exist for ensuring justice outcomes. Issues raised underscored the need to promote effective use of client satisfaction surveys through improved data management with consistent monitoring, evaluation, and incorporated learning for improved accountability by all stakeholders within the Criminal Justice System, especially SAPS.
One of the key challenges that were raised on client satisfaction surveys was that real-time data is not consistently used to inform improvement in service delivery. Sex and demographic disaggregation of data of any form is crucial to better target support needed to prevent secondary victimization within SAPS and sub-units. The need to consistently review, update, develop user friendly client satisfaction surveys with analysis guides for robust reporting, clear gender and GBV sensitive indicators in a monitoring plan with clear guidance on how the data derived from the surveys can be used in varied contexts is critical. Consensus shared by officers across SAPS stations was that the consistent use of the CSSs with triangulated reports that incorporate quantitative, qualitative and community contexts and views on the challenges and risks to secondary victimisation during service delivery, will critically assist in improved quality of service rendered. The objectives of this consultancy are:
- Conduct a rapid assessment on the effectiveness of Client Satisfaction Surveys used at SAPS police stations at all the Masiphephe Network project sites.
- Review and update current CSS templates that can be in consultation with the DCSSL as advised (provincial and national).
- Prepare an adaptable template for web application or Unstructured Supplementary Service Data (USSD) platforms.
- Develop a CSS guide on the revised template with indicators to inform analysis, monitoring and reporting.
- Conduct pilot provincial workshops to validate with community member end-users and analysts at 1-day trainings for on use of the template informed by the guide.
- Provide technical support on use of the guide, data analytics and how the data derived from the surveys can be used to improve SAPS service delivery in project communities served.
Duration of the Assignment
This consultancy is for a total of 60 non-consecutive working days between 01 May 2021 to 30 June 2022.
The expected deliverables of this consultancy are:
- Inception report with implementation plan, rapid assessment approach and tools.
- Consolidated rapid assessment report with site specific and summative findings and recommendations; informed by desk-top review and consultations with relevant SAPS officers across all sites and DCSSL personnel in all provinces.
- Reviewed CSS templates approved by the DCSSL.
- An approved template for web and USSD platforms.
- CSS guide on the revised template with indicators to inform analysis, monitoring and reporting.
- Validation workshops facilitated with community member end-users and analysts on use of the template informed by the guide.
- Ongoing in-service support on use of the guide, data analytics, technical support to web and USSD integration service providers; and how the data derived from the surveys can be used to improve SAPS service delivery at Masiphephe Network Communities.
Qualifications and experience Qualifications:
- At least a Master’s Degree in Social Sciences, Political Science, Gender and Human Rights,
- Governance, or any other related field.
- Extensive knowledge in data analytics, developing templates with guides on use and strategic reporting for structural reform.
- Extensive experience in writing; report writing, editing, and producing high quality reports and technical papers.
- Extensive experience in facilitating validation workshops for multi-sectoral stakeholders from government, civil society, and community members.
- Knowledge of local context, experience in research, gender, GBV sensitive and response community development in all or any of the three provinces in which the project is being implemented, viz Gauteng, Kwa-Zulu Natal, and Mpumalanga Provinces, will be an added advantage.
- At least 15 years of demonstrable professional work experience in especially monitoring, evaluation, reporting and data analytics in development. Experience in human rights, social development, humanities and social sciences and public sector governance are applicable.
- Understanding of government structures and experience in engaging with government officials.
- Excellent report writing, presentation and facilitation skills.
- Familiarity with the local social context, and other dynamics in one or more of the target municipalities would be an added advantage.
- Excellent written and spoken English, with either isiZulu, siSwati, isiXhosa will be an added advantage.
- Recently undertaken a similar technical assignment (s) would be an added advantage.
- The appointed consultant will be responsible for their own working tools including a laptop, mobile phone, and data.
- CCI will cover all travel, accommodation and per diem for physical consultations and meetings during the consultancy period for the purpose of the assignment. Travel time is unpaid for this consultancy.
- The appointed consultant is expected to work from their own workspace.
- The consultant selected shall ensure a 24-hour turn-around time in communication with the designated contact person or other CCI personnel except in exceptional circumstances communicated by the consultant.
- Payment to the selected consultant is dependent on verified completion of high-quality deliverables.
- The payments will be made as indicated in the payment schedule below.
The consultant will receive payments according to a frequency that will be determined by CCI in consultation with the appointed consultant. It is expected that payments will be strictly aligned to the key deliverables for this technical assignment, thus, payments will be made upon submission of approved deliverables and an invoice guided by the following clustered key deliverables per the following payment schedule in four tranches:
- 30% of payment - upon submission of a comprehensive inception report with implementation plan, 12 months schedule, rapid assessment approach and tools.
- 40% of payment - Consolidated rapid assessment report with site specific and summative findings and recommendations; pre-approved CSS templates and guide with indicators to inform analysis for pre-testing, monitoring, and reporting by the DCSSL; Validation workshops facilitated with community member end-users and analysts on use of the template informed by the guide.
- 20% of payment – Approved final paper-based CSS template and, for web and USSD platforms.
- 10% of payment upon closing the contract on 30 June 2022 - Final ongoing in-service support on use of the guide, data analytics, technical support to web and USSD integration service providers; and how the data derived from the surveys can be used to improve SAPS service delivery at Masiphephe Network Communities.
Expression of Interest:
Submit an Expression of Interest and Curriculum Vitae to Pinky Makhaye: email@example.com with full quote, no later than the 17th of March 2021. For additional information on the scope of work, please also contact firstname.lastname@example.org and your enquiries will be forwarded for the attention of the relevant technical lead. Kindly note that CCI will communicate only with shortlisted individuals and should you not hear from us by the 31st of March 2021, please regard your application as unsuccessful.