USSD Consultant

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