Company Logo

Customer Satisfaction Survey

with GRET
This job has already passed the closing date
Invitation for Bids

BTDC-ID: 27296
Closing Date:

Bid Components

Customer Satisfaction Survey

Announcement Description

The creation of the National Social Security Fund (NSSF) in 2008 was a major milestone in the development of the Cambodian Social Security system. It allowed the establishment of Social Security as a dedicated policy area in Cambodia and for these policies to be carried into tangible actions. The financial and human resources put into the NSSF have made it the main actor in the implementation of Social Security system in Cambodia with three schemes covering 2.7 million people having been launched (i.e. Social Health Insurance (SHI), Employment Injury Insurance (EII) and more recently Pensions) and a fourth in preparation (i.e. Unemployment). This body has thus achieved unprecedented results in the implementation of a Social Security system.

Yet Cambodia currently still has a fragmented and under-resourced Social Protection system, with an overall low coverage both in terms of level of benefits and coverage. A low level of domestic resources allocated to Social Protection in comparison with some neighboring countries (1.19% of the Gross Domestic Product in 2021 according to Government Spending Watch) is one of the reasons behind the low coverage.

The existing NSSF schemes and operational modalities are partially adapted to deal with the uncovered populations. According to the 2019 Labour Force Survey from the National Institute of Statistics of Cambodia, 77.4% of the 7.9 million employed people work in the informal sector. Significant efforts need to be made to extend the coverage to this missing middle, largely made up of informal or self-employed workers. Since the women form most of the informal workforce, a more gender sensitive design of such coverage will be needed, while bringing up women workers’ needs and voices.

( For more information please find in attachment below )

Bid Components

Customer Satisfaction Survey

  • Career Category: Expression of Interest
  • Location: Phnom Penh

Purpose

The primary purposes of this customer satisfaction survey are to:

  1. Determine the level of awareness about the NSSF schemes including the benefits and services available to members among the two SPIN project target groups, i.e. tuktuk drivers and domestic workers, as well as a specific group of workers among the self-employed.
  2. Measure the satisfaction level of the target groups with the quality and effectiveness of services provided by the NSSF and health facilities.
  3. Analyze target groups’ perception of services provided by the NSSF and health facilities and highlight strengths and potential shortcomings.

Methodology

The survey will adopt a mixed-method approach, incorporating both quantitative and qualitative research methods to obtain comprehensive and nuanced insights. It is expected that the sample size and percentage of interviewees having consumed healthcare and, if so, in a public or private health facility will be determined by the service supplier, in collaboration with the NSSF and GRET and according to the budget allocated for this survey.

Given that the NSSF has in-house capacity to conduct telephone interviews via its call center, it is suggested that the proposed methodology combines physical and telephone interviews to take advantage of NSSF resources.

Timeline

It is to be expected that the customer satisfaction survey will be organized over 3 months, from January to March 2024. The service supplier can use this indicative agenda to design its proposed timeline:

  • 22 November: TOR publication for 3 weeks (D)
  • 6 December: Submission of application from service suppliers (D+14 days)
  • 11 December: Selection (D+19 days)
  • Mid-December: Inception meeting
  • 15 January: (a) Inception report and final updated questionnaire
  • 30 January: Government approval of questionnaires (to be requested by the service supplier with the NSSF support)
  • January-February: (b) Conduct of the survey
  • 18 March: (c) Presentation of preliminary findings and report
  • 31 March: (d) submission of final report for comments
  • 15 April: approval of Final Report

Submission Requirements

Application

Please refer to 1. Bidding Plan Customer Satisfaction Survey SCALE-UP for the detailed procedure to apply.

Applications (and other communication with GRET) shall be sent to the following e-mail address provided in the contact details .

Please indicate in the subject of the e-mail: “Application – Customer Satisfaction Survey SCALE-UP / B947”.

Application file shall be sent electronically in PDF format only. The size of the file shall not be above 8 MB (applicants may split the document and send it in up to 3 files maximum if needed).

Key criteria for Service Supplier selection

The key criteria used to select the Service Supplier include the following items:

  • Company profile and experience in similar services, especially with the NSSF.
  • Reference of similar services provided.
  • Quality, relevance and coherence of the technical proposal which should outline the understanding of the TOR and the methodology of the logic of intervention.
  • Quality of the financial proposal.

Budget

The maximum budget for this service contract is 27.000 Euros, inclusive of all taxes. The currency of the financial offer is the US dollar (USD).

 
Attachment
 

Contact Details

Contact Name
  • GRET Cambodia
  • Vuthoun KHIEV
  • Pierre SOULIER
 
Email