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Consultancy to Conduct Key Population Client Exit Interviews (CEIs) in Johannesburg and Ekurhuleni, South Africa
Monitoring and EvaluationHealth
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Full Description
Consultancy to Conduct Key Population Client Exit Interviews (CEIs) in Johannesburg and Ekurhuleni, South Africa
1. Background
Tiko is a non-profit organization that leverages its digital platform to connect adolescents and young people (AYP) with health services, while using behavioral insights to promote positive health-seeking behaviors. The platform links users to verified healthcare providers and incentivizes access to sexual and reproductive health (SRH), HIV, and mental health services through digital nudges, reminders, and rewards.
Tiko operates across Kenya, Uganda, Ethiopia, Burkina Faso, South Africa, Zambia, and Nigeria, partnering with governments, local organizations, and private providers to strengthen access to youth-friendly health services.
In South Africa, Tiko is implementing a short-term, technology-enabled intervention in partnership with the ELMA Foundation to restore and sustain HIV and SRH services for key populations (KPs) and AYP following the recent withdrawal of US Government funding. The project focuses on re-engagement in care, continuity of Antiretroviral Therapy (ART) and Pre-Exposure Prophylaxis (PrEP) services, and quality improvement in KP-friendly service delivery across Johannesburg and Ekurhuleni Districts.
As part of this intervention, Tiko seeks to conduct a one-time round of Client Exit Interview surveys (CEIs) among Key Populations to assess service quality, client satisfaction, and barriers to accessing health SRH and HIV services. The exercise will provide evidence to guide programme improvement and inform the design of sustainable service delivery models.
1. Scope of Work
Tiko is seeking to engage a qualified research firm to conduct CEIs among Key Population groups at Tiko-accredited public facilities and community-based organisations in Johannesburg and Ekurhuleni Health Districts.
The purpose of the CEIs is to monitor and assess the quality and accessibility of HIV and SRH services provided to KPs, and to generate insights that inform programme refinement and adaptive management.
The selected firm will be responsible for the full execution of the CEIs exercise, including:
- Refinement and finalization of the methodology and approach
- Tool review and contextual adaptation in collaboration with Tiko’s Monitoring, Evaluation, Research and Learning (MERL) and Operations teams
- Enumerator recruitment and training on ethical engagement with key populations and use of digital data collection tools
- Field data collection across selected sites using the SurveyCTO data collection platform
- Data cleaning, analysis, and report writing aligned with Tiko’s CEIs framework and indicators
- Presentation of findings to Tiko, highlighting key lessons and recommendations for programme improvement
1. Objectives of the KP CEIs
Overall Objective:
To generate actionable evidence on client experience, service quality, and access barriers among KPs accessing HIV and SRH services under Tiko-supported facilities in Johannesburg and Ekurhuleni Districts, to inform immediate and long-term programme improvement.
Specific Objectives:
- Assess the accessibility, responsiveness, and quality of HIV and SRH services provided to KPs at Tiko-accredited facilities
- Measure client satisfaction with service delivery, confidentiality, and provider interaction
- Identify barriers that affect continuation of PrEP, ART, or other SRH services
- Generate findings that guide quality improvement and adaptive programming during the project implementation phase
1. Research Questions
The KP CEIs will aim to answer the following research questions:
- To what extent do KPs accessing HIV and SRH services at Tiko-supported facilities receive quality, respectful, and confidential services?
- How accessible and KP-friendly are the services offered at participating public health facilities and community-based organisations?
- How satisfied are clients with service provider interaction, waiting time, privacy, sensitivity, and overall service experience?
- What barriers affect continued use of PrEP, ART, and SRH services?
- What practical recommendations can be drawn to strengthen service delivery and improve user experience for KPs?
1. Survey Approach and Methodology
The survey approach and methodology will be jointly developed between Tiko and the selected consultant to ensure methodological rigor and contextual appropriateness for key populations in South Africa.
At a high level, the CEIs will:
- Employ a cross-sectional survey design to collect client feedback from Tiko-supported facilities and partner service delivery points in Johannesburg and Ekurhuleni Districts
- Use a quantitative approach with structured questions to capture client experience, satisfaction, and improvement suggestions
- Be conducted at a representative sample of public facilities, private clinics, and pharmacies actively providing Tiko-supported HIV and SRH services
- Focus on key populations including sex workers a
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