Collection of Client Exit Interviews Survey

PLANNED PARENTHOOD ASSOCIATION OF ZAMBIA

ToR for Women’s Integrated Sexual Health (WISH 2) Client Exit Interviews (CEIs) surveys
Background

The Women’s Integrated Sexual Health (WISH 2) program, funded by the UK Foreign, Commonwealth and Development Office (FCDO), contributes to advancing the United Kingdom’s global commitments on sexual and reproductive health and rights (SRHR) and Sustainable Development Goals (SDGs) targets 3.7 and 5.6. The program focuses on increasing access to SRHR services for adolescents, the poorest, and individuals living with disabilities—populations historically underserved by comprehensive SRHR services.

WISH achieves its objectives through a combination of supply and demand-side interventions that reduce maternal deaths, unsafe abortions, and unintended pregnancies. Implemented under two lots, WISH 2 East and Southern Africa (ESA) is led by the International Planned Parenthood Federation (IPPF) and supported by partners such as the International Rescue Committee (IRC), Johns Hopkins University (JHU), Options Consultancy, and IPAS. IPPF delivers services through its member associations (MAs) who provide a wide range of services beyond Family Planning (FP). In crisis-affected areas, including Somalia and South Sudan, IPPF’s partner, IRC, delivers FP services within refugee and internally displaced persons (IDP) camps and the surrounding host community. In Zambia, IPPF’s MA is Planned Parenthood Association of Zambia (PPAZ).

A cornerstone of WISH 2 is embedding research into service delivery processes to ensure data-driven decision-making and adaptive programming. Client Exit Interviews (CEIs) are critical for collecting systematic feedback and performance data from service delivery points (SDPs) from a representative sample of clients. This information informs program performance, adaptive strategies, and payment-based results and will be conducted in regions where the WISH 2 program operates.

PPAZ is interested in procuring the services of an interested survey/research company or firm to ensure an independent collection of CEI survey data across three regions in Zambia. These regions are Central, Copperbelt, Eastern, Lusaka, and Southern.

Client Exit Interview Overview

CEIs are cross-sectional surveys conducted at SDPs to gather insights from program recipients, primarily FP service users. This data informs payment against key performance indicators (KPIs), tracks progress, and shapes future program strategies. CEIs will consist of three annual rounds to establish trends and benchmarks, particularly for poverty measurement indicators, disability measurement, and client satisfaction.

A CEI questionnaire has already been created and experience from WISH2 ACTION indicates that interviews typically take 25 to 45 minutes per client, depending on language and skip patterns. The CEIs will also adhere to a standardized implementation protocol and sampling framework that has been developed for use in Zambia.

Data from CEIs will provide critical input for understanding the client population being reached, informing strategies, and adapting programming and learning; in addition, it is essential to source data for reporting on the following preliminary performance indicators:

Estimate the percentage change in modern contraceptive prevalence rate (MCPR).
Estimate of the proportion of women aged 15–49 making informed decisions on SRHR.
Estimate the percentage of WISH 2 clients who demonstrated positive attitudes, practices, and community support for family planning.
Estimate the proportion of WISH 2 clients referred through exposure to WISH 2-supported messaging/activities.
Estimate the proportion of family planning client visits who are living in severe multidimensional poverty.
Estimate of the proportion of family planning client visits by persons with disabilities.
Percentage of WISH 2 clients who receive comprehensive counselling according to Method Information Index (MII) Plus criteria.
Estimate the proportion of WISH 2 clients receiving additional services alongside family planning.

The CEI sampling framework is designed to ensure that client exit interview data is representative at the channel level: static clinics, mobile/outreach, and community-based distribution. The sampling approach is:

40 or fewer sites per channel, census approach to include all sites with interviews of 107 clients per channel per country.
More than 40 sites per channel, randomly sample 40 sites with interviews of 214 clients per channel per country.

The Channels, Numbers of sites and Interviews Required are as follows:

Channels Number of Sites Number of Interviews Required
Static 64 214
Mobile Outreach 138 214
CBD 64 214

Maximum number presented sites are for illustration purposes and will be confirmed before the start of fieldwork.

Scope of Work

The research partner will oversee and implement all fieldwork aspects of the CEIs. This will involve close coordination with PPAZ and IPPF’s WISH Hub Team, as well as engaging in direct communication with in-country partners who have ownership, management, or partnership agreements in place with the clinical sites (SDPs). The survey is set to begin in 2025, with the research partner starting immediately upon the contract award. The work will be conducted in three main phases:

Phase 1: Planning and Preparation

Familiarize participants with the WISH 2 research protocols and tools.
Assist PPAZ in developing country-specific sampling frameworks, translating and customizing questionnaires, such as localizing indicators for poverty and social behaviour change communication.
Collaborate with PPAZ to obtain ethical approval at national level.
Script tools using programs like SurveyCTO or equivalent software.
Develop a comprehensive data collection plan that includes recruitment and training of enumerators, field supervision, and data quality control measures.

Phase 2: Implementation

Participate in the training workshop for trainers (Training of trainers).
Work with PPAZ in developing and submitting IRB applications.
Train in-country research teams, including PPAZ, fieldwork supervisor, fieldwork coordinators, and enumerators with an emphasis on protocol adherence and data quality.
Conduct data collection using Computer-Assisted Personal Interviews (CAPI) at static, mobile, and community-based SDPs.
Ensure continuous, systematic quality checks during fieldwork, including GPS validation and adherence to skip patterns, with support from PPAZ.

Phase 3: Analysis and Reporting

Collaborate with the WISH 2 Hub to clean, code, and manage data.
Deliver a cleaned dataset to IPPF WISH 2 Hub within agreed timelines.
Methodology
A two-stage sampling approach that ensures representativeness at the SDP level.
Stage 1: Select SDPs based on client flow and SDP categorization.
Stage 2: Select clients systematically at SDPs using calculated sampling intervals.
Data Collection
Co-Train enumerators to conduct interviews using electronic data capture together with IPPF & PPAZ. SDP and field managers from PPAZ will support them in ensuring systematic client selection.
To maintain high-quality data, a robust quality assurance process should be in place, which includes fieldwork supervision and daily checks by in-country teams to ensure compliance with established protocols. Data quality checks and field supervision will be done in collaboration with PPAZ.
The IPPF WISH 2 Hub will conduct periodic reviews to identify and resolve any data quality issues.
Ethical Considerations

The study will adhere to ethical guidelines, securing global ethics approvals and all relevant national Institutional Review Boards (IRBs). Research processes will ensure informed consent, confidentiality, and minimal respondent risk.

Deliverables
Adapted country-specific ethics protocols and approvals.
Country-specific adapted and translated data collection tools.
Country-specific adapted and translated training pack, including a training manual.
Communication plan with PPAZ.
Fieldwork, monitoring, and data quality assurance plan.
Daily monitoring sheets.
Fieldwork Inception report.
Consent forms.
Training reports.
Fieldwork and quality assurance reports.
Cleaned and coded datasets.
Consultancy Requirements

8.1.1 Technical Proposal

Detailed approach and methodology for executing the assignment.
A timeline that aligns with the proposed CEI rounds.
Description of tools, techniques, and technologies to be used.

8.1.2 Financial Proposal

A detailed budget breakdown, including fieldwork costs, payment milestones, personnel, operational, and other expenses.
Cost-efficiency measures and justification of proposed costs.

8.1.3 Firm Profile

Overview of the firm, including areas of expertise and years of experience.
Organizational structure and capacity to handle multi-country assignments (if applicable).

8.1.4 Team Composition

Resumes/CVs of key personnel, highlighting their experience in similar projects.
Specific roles and responsibilities of team members in the project and team structure (including team leader, fieldwork managers, data scientist, coder, etc).

8.1.5 Previous work experience

List of similar projects conducted in the past, including client references.
Summary of achievements and outcomes from previous work (Provide links if possible).

8.1.6 Quality Assurance (QA) Plan

Strategies for ensuring data accuracy, consistency, and reliability.
Mechanisms for addressing data quality issues.

8.1.7 Risk Management Plan

Identification of potential risks and mitigation strategies.
Contingency plans for unforeseen challenges.
Evaluation Criteria

The successful partner will demonstrate the following:

Expertise in quantitative research and multi-country studies.
Experience in sexual and reproductive health and rights (SRHR) research, particularly in Zambia or similar contexts.
Proven capacity-building experience, especially with local organizations.
A competitive and feasible pricing structure.

Preference will be given to organizations with a strong track record of delivering large-scale research projects and fostering local partnerships.

How to Apply

Please email your expression of interest with cover letter to jobs@ppaz.org.zm, with the following subject:

All applications cover letters should be addressed to:

The Executive Director

Planned Parenthood Association of Zambia

Plot No. 4592/11 Nkanchibaya Road, Rhodespark

P.O. Box 32221

Lusaka

No later than 6th June, 2025 with the subject line WISH 2 CEIs Fieldwork Consultancy-Country and include the following documents:

Updated CV/Organization profile
Letter of interest including detailed budget breakdown (estimated fieldwork cost, personnel, operational and other expenses, technical proposal, team composition, QA, and risk management plan).
Biodata
3 references (Key contacts from organizations you’ve recently worked for)

Shortlisted firms/companies will be invited to discuss their proposals.