TTC: Your partner in mobile - Performance Based Financing · PDF fileTTC: Your partner in...
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TTC: Your partner in mobile
solutions for social change
Burundi April/2013
Name: Ian Wamara
Title: Consultant
E-Mail: [email protected]
Twitter: ian_wamara
http://www.texttochange.com
RUNNING PROJECTS
These are the 16 countries we are currently working (running projects), where we already have infrastructure in Africa – South America – Asia– Europe
Social Impact Research
TTC assist NGOs, International organisations and governments to evaluate a wide range of social programmes. We measure the effectiveness of social campaigns by assessing actual behavioural changes and provide results, which can lead to amendments of current policies to create more sustainable strategies in the future.
Customer & Consumer Research
TTC helps businesses understand their customers' needs, measuring satisfaction and identifying priorities for improvement, which are linked to improving customer loyalty.
TTC’s analysis leads to an understanding of what motivates consumers, how they can best be addressed and how to best meet their needs.
Survey software Airwolf
Airwolf is completely web-based and contains the following components:
1. Question base Manager
2. Survey Manager3. Data Manager4. Respondent Manager 5. Report Manager
Project information Client information Problem statement Planning Respondents
Use of Panel Stratified Sample information
Use of Clients’ database
Benchmark Methods
Mobile phone surveys text messaging, IVR and calls from our local call center.
Face to Face surveys smartphone surveys (e.g. Formhub), using tablets.
Languages
1. Survey Design
Tools to reach participants: Radio campaigns, flyers, advertisements Panels
Tools to collect data: Interactive Text Message Platform (SMS) Call Center Face to Face, using smartphones/ tablets
(Formhub) Social media
2. Collect data
Mechanism Description Costs Reach
SMS
Automated SMS to patients. Patients are asked about their perception of health services through often closed questions.
Low cost. Low fixed and variable cost. Easy to setup.
Limited. Only the literate individuals.
Interactive Voice recognition systems
Automated calling machine. Patients are answer on closed questions by voice.
High fixed cost for the set up (complex, a lot of technology involved), moderate variable costs.
Rigid systems. Only relevant for very stable requirements & high numbers of respondents.
Limited.But interactions possible with more individuals than with sms.
Call center Human interaction
Low fixed cost, high variable cost.
Very Flexible.
Very good acceptability by mobile phones owners.
You still miss the households without phones.
Face to face interviews
Face to face interview by individuals (with android phones for data collection)
High fixed (training) and variable costs (transport).
Limited flexibility.
Possibility to reach the people without phones.
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A personal relationship is being strengthened by a personal conversation with a call centre employee asking about interests and the issues participants care about
Participants are rewarded with incentives, like mobile phone credits, after each completed survey
Results of mobile surveys are instantly shared via social media
Building and maintaining respondents panel on a frequency basis
Relationships with target groups
Consistency checks on the level of the collection tool (constraints on the ranges of the data imported).
Skip and fill rules: If answer is a skip questions x, through z. Rules and warnings for impossible or illogical combinations at data-entry.
Ability to randomly select 5 or 10% of the interviews successfully completed on a given day, to be recalled by the supervisor for quality assurance purposes (including a data entry screen for supervisor purposes).
Consistency checks done on importing data.
Quality assurance/ Consistency checks
4. Analyse data
Statistical packages as SPSS/ STATA
Quality assurance / Consistancy checks
Analysis by our in-house statistical experts
Customized & Visualized appealing reports
Overview of survey results accessible via the web/ export to PDF
5. Report & Visualise
Average costs - satisfaction surveys in 2014
Estimation for conducting a survey:•Face to Face via smartphone surveys: USD 15 – 35.• Interactive Voice Response Systems: USD 18 – 45.• Call center surveys: USD 7 – 25.• SMS surveys: USD 3 – 15.• RBF verification & satisfaction: USD 7 – 10.
Lessons learnt
• Ability to change technology approach
if a target audience doesn’t respond
well to interviewing via first method
e.g. Call Center.
• Get your context right, change content
per region.
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Challenges
• Make your verification approach replicable, learn from
first surveys and adjust.
• Work with different stakeholders
• Reaching illiterate population/ the poor and people
without a phone
• Working in fragile countries.
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What: Impact survey on Global Hand Washing Day campaign, Uganda
Partners: USAID and Unilever/ Lifebuoy
How: Interactive SMS and Call Center
Target group: 1200 people who opted during campaign
Goals: - Insight attitude & behaviour + create
awareness handwashing to prevent diseases
- Insight soap brand, awareness
& product feedback
Unilever/ USAID Case
What? Survey on fish consumption among people
in Kenya to investigate the potential for a
sustainable fish industry
Partner: - Larive International
How: - Interactive SMS (English)
Target group: - People from the Kisumu- and Nairobi areas in
Kenya (reached 431 people)
Goals: - Gather insights into consumers’ attitudes and
behaviors on fish consumption
Larive Case
What: - Impact survey on Tuberculosis Awareness Campaign
Where: - The Wakiso, Kiboga, Luwero, and Kyankwanzi districts of Central Uganda
Partner / Client: - Amref
Sample size: - 996 (collected via radio campaigns and face to face)
How: - Call center (English and local languages) + Incentives provided for participation
Goal: - Measure the effectiveness of the Tuberculosis Campaign
Win-win: - Insight into awareness and education about Tuberculosis
- Increased health awareness and education about Tuberculosis
AMREF CASE
MALARIA CONSORTIUM
What: - A pretest with Village Health Teams to evaluate a Mobile Support System, against 5 key
criteria (Attraction, Acceptability, Comprehension, Relevance, Persuasion)
- Mobile telephony coverage testing
Where: - 8 districts of mid‐western Uganda
Partner / Client: - Malaria Consortium
Sample size: - 300 (Out of database provided by Malaria Consortium)
How: - Call center (English and local languages) + Focusgroup
Goal: - Assess the acceptable, comprehensible, appropriate, and useful nature of the SMS messages
- Testing the coverage of all mobile operators in Uganda (MTN, AIRTEL, ORANGE, WARID, UTL)
Win-win: - Insight into the perception and comprehension of the SMS messages
- Determinded which operator has the widest coverage in Uganda
What: - Monitoring and Evaluation solar system performance & use
Where: - Northern Uganda
Partner / Client: - GIZ / PREEP (‘Access to Solar program’)
Sample size: - 571 (Out of a database provided by GIZ)
How: - Interactive SMS (English) and call center (English and local languages) + Incentives provided for participation
Database: - Existing GIZ database of customers who bought a solar system under the program
Goals: - Evaluate performance/use/dealers solar systems
- Improve access to affordable modern energy services in rural/remote areas in Uganda
- Evaluate use solar energy
Win-win: - Insight customers’ opinion of & experience with solar systems
- Collection information on dealer performance & systems quality
- Increased support for renewable energy
GIZ CASE
RAISING VOICES/ TWAWEZA
What: - Monitoring and Evaluation education system in Uganda
Where: - Uganda, teachers in the districts of Kyenjojo, Mubende, Arua, Alebtong, Lira, Agago and
Mbale Districts
Partner / Client: - Raising Voices & Twaweza
Sample size: - 654 (Out of database provided by Raising Voices)
How: - Call center (English and local languages) + Incentives provided for participation
Goal: - Evaluate the education System in 7 districts of Uganda
Win-win: - Insight performance of the education system
- Insight characteristics of a good education system and focus point for improvements
UNATU
What: - Monitoring and Evaluation education system in Uganda
Where: - Different districts of Uganda, namely Kampala, Jinja, Masindi, Lira and Arua
Partner / Client: - UNATU (Uganda National Teacher’s Union)
Sample size: - 200 (Out of Research Africa’s representative consumer panel)
How: - Call center (English and local languages) + Incentives provided for participation
Goal: - Gather the public’s views on whether there is a crisis in Uganda’s public education
Win-win: - Insight performance of the education system
- Insight main problems and suggested solutions’ according to the public
LIVING GOODS
What: - Follow-up surveys on treatments performed in the field by Community Health Promoters
Where: - Uganda
Partner / Client: - Living Goods
Sample size: - 200 (Out of database provided by Living Goods), ongoing monthly
How: - Call center (English and local languages)
Goal: - Learn about customers’ satisfaction
- Find out whether sick and treated children were treated by a Living Goods’ Community Health Promoters
Win-win: - Insight customer satisfaction
- Increased brand awareness Living Goods