Closing date 23 Feb 2024
Background
Tiko Africa is an organization that uses its digital platform called Tiko to motivate users – primarily young women and adolescent girls – to make positive choices. We use nudges like reminders, discounts, in person and digital follow-ups, and reward points to encourage our users to access and use healthy products and services. We also support them in becoming entrepreneurs and adding value to their economies. Tiko Africa’s reward points can be used to redeem products and services at local shops, or as subsidies to cover the cost of sexual and reproductive health (SRH) services, removing the cost to access for the users, who are primarily 15-24 year old adolescent girls and young women (AGYW).

Tiko Africa has operations in the following countries either by having offices or by working through local partners in Kenya, Uganda, Ethiopia, Burkina Faso and South Africa.

Tiko Africa is looking to source a firm to conduct mystery clients at Tiko clinics and pharmacies in Uganda. These exercises shall assist Tiko Africa to monitor and evaluate the quality of services provided at the clinics and pharmacies, monitor potential fraudulent and risky behaviour and ensure compliance with the service process for Tiko services.

The coverage of this exercise shall be in Kampala and Wakiso districts.

Mystery clients services (MCS)

The firm will offer routine mystery client services (MCS) for girls between the ages of 15-24 years of age. The ideal MCS will provide the following services;

Provide MCS visits within the countries and regions stated above.
The MCS will provide verification of specific suspicious activities which will include assessment of general compliance to agreed terms in the Letter of Agreement (LOA) and/or Code of conduct (COC) with the actors. They will also check for exploitation of the system restrictions or gaming of the Tiko platform.
Assess the experience and quality of the entire client user journey for the users to get learnings and identify potential areas of improvement. The assessment areas will be based on the below touch points along the client user journey:
Step 1: Enrollment