Terms of Reference (TOR): USSD Consultant

1. Background

VillageReach is implementing the CHOICE Project (2025‑2028) funded by Global Affairs Canada and Oxfam Canada (CAG)in Malawi. As part of the Digital Innovation component, a USSD module is required to reach feature‑phone users with no internet access in Balaka and Lilongwe, Malawi. An existing short code (54747) is available.

2. Scope of Work

Consultant will design, deploy, and manage a low‑literacy‑friendly USSD menu that provides SRHR information and a feedback reporting mechanism, using the existing CCPF short code (54747). The system will operate for 24 months following go‑live.

3. Key responsibilities:

a)    Technical Setup (4 weeks from contract signing):

-        Configure USSD platform of Consultant’s choice to use short code 54747 (coordinate with TNM and Airtel).

-        Design two primary menu paths: Information and Feedback.

-        Each screen ≤182 characters; number‑driven navigation; “99. Main menu” on every screen; max 4 levels deep.

-        Include referral message: “For urgent help, dial 54747” (no callback required).

b)    Integration & Data Flow:

-        Log every USSD session (start, choices, completion, drop‑off) and push via API to VillageReach’s central data warehouse (endpoints provided).

c)    Low‑Literacy Design & Testing:

-        Apply design rules (no scrolling, repeat main menu, numbers not words).

-        Conduct user acceptance testing with ≥20 feature‑phone users in Lilongwe and Balaka (VillageReach organises participants; Consultant facilitates testing).

d)    Ongoing Management & Maintenance (24 months after go‑live):

-        Monthly uptime reporting (target ≥99%).

-        Respond to technical issues within 4 hours during working hours (8am‑5pm Malawi time).

-        Update menu content as requested (up to 4 updates per 12 months included; additional updates billed separately).

-        Monitor USSD session logs and provide monthly usage reports (total sessions, completion rates, top menu paths, feedback reports).

-        Coordinate directly with TNM and Airtel for short code maintenance.

 4. Task & Due Dates

1. Menu Prototype & Wireframe
   Description: Submit USSD menu logic and wireframe/mockup for approval.
   Due Date: Week 1
2. UAT Completion
   Description: Complete testing with at least 20 users and refine the menu based on feedback.
   Due Date: Week 3
3. Go Live & Integration
   Description: Launch USSD service in Lilongwe and Balaka and ensure the data pipeline is operational.
   Due Date: Week 4
4. Training & Handover
   Description: Conduct training for VillageReach on workflow creation and log monitoring, and provide a maintenance guide.
   Due Date: Week 4
5. Monthly Reports
   Description: Submit uptime and usage reports.
   Due Date: Monthly, by the 5th day of the following month
6. 24-Month Completion Report
   Description: Submit final service completion report.
   Due Date: End of Month 24

Requirements

5. Qualifications & Evaluation Requirements (from the original Terms of Reference)

   Shortlisted Consultants were required to demonstrate:

-        Experience deploying USSD in Malawi (familiarity with USSD platforms and mobile operator integration).

-        Proven ability to design for low‑literacy users.

-        Experience integrating USSD logs with external data warehouses (REST APIs).

-        Understanding of SRHR data sensitivity and privacy.

-        Ability to provide 24 months of ongoing technical support and reporting.

6. Application & Evaluation Criteria

  Consultants submitted technical and financial proposals. Evaluation weighting:

-        Technical approach & methodology (including wireframe/prototype demo)

-        Relevant experience & team qualifications

-        Financial proposal (value for money over 24 months)

-        Data privacy & security plan

Applications will be received and reviewed on a rolling basis until Thursday, 28 May 2026, close of business (COB).