Objective of this consultancy

The overall objective of this consultancy is to design, implement, and operationalize an end-to-end digital Community Feedback Mechanism (CFM)—also referred to as the Beneficiary Feedback System (BFS)—that strengthens accountability, responsiveness, transparency, and community trust, in alignment with the WVK Digital Transformation Blueprint FY 2026–2030.
The system will incorporate an Early Feedback Mechanism (EFM) module to enable the timely capture, analysis, and resolution of emerging issues before they escalate into formal complaints.

The consultancy will:

Design an end-to-end digital Community Feedback Mechanism, including an Early Feedback Mechanism module, aligned with WVK accountability, safeguarding, and complaints-handling standards. Configure and deploy a two-way digital Beneficiary Feedback System that is accessible, inclusive, and provided at no cost to beneficiaries, supporting both early feedback and formal complaints. Establish clear, auditable feedback workflows covering early feedback intake, categorization, prioritization, escalation (where required), investigation, response, and closure. Enable real-time visibility and proactive response through dashboards, alerts, and reporting tools that highlight trends, risks, and emerging issues. Build internal capacity and develop comprehensive documentation to ensure system sustainability, scalability, and effective handover.

Scope

The consultant will work closely with the ICT & Digital team, Program Effectiveness & Impact (PEI), safeguarding, and operations teams. The scope of work will include, but not be limited to, the following areas:

Community Feedback Mechanism Design

• Design an end‑to‑end feedback and case management cycle that intelligently differentiates between:
  • General feedback and complaints
  • Sensitive data protection issues
  • Disaster and emergency‑related alerts
  • Child protection concerns, including safeguarding incidents
• Define user roles and responsibilities, including Controllers (first‑line responders) and Issue Handlers, with special escalation rules for sensitive cases.
  • Ensure the system embeds privacy‑by‑design and security‑by‑design principles, including data masking, role‑based access, controlled visibility, audit trails, and secure data storage.
  • Ensure full alignment with WVK data protection policies, safeguarding frameworks, and non‑retaliation requirements.3.2 Intelligent Case Categorization and Routing
  • Configure intelligent rules to classify feedback based on risk and sensitivity, including:
    • Data protection and privacy breaches
    • Disaster management and early‑warning related inputs
    • Child protection and safeguarding issues
  • Define a rules engine that enables automated prioritization, restricted access, and accelerated escalation workflows for high‑risk cases.
  • Ensure child protection and safeguarding cases are:
    • Automatically flagged as sensitive
    • Restricted to authorized safeguarding focal persons
    • Routed according to WVK child safeguarding SOPs without exposing data to unauthorized users.
  • Configure a digital Beneficiary Feedback System (BFS) aligned to the approved system design.
  • Enable two‑way communication where feedback can be initiated by beneficiaries or WVK.
  • Configure feedback classification (e.g. complaint, compliment, suggestion) and prioritization (serious vs non‑serious).
  • Automatically route reported issues to the appropriate Area Program based on geographic proximity and geo-point data captured at the point of submission.
  • Implement workflow logic to:
    • Assign and lock issues to specific handlers
    • Escalate unresolved, disaster‑related, child protection, or data protection cases automatically
    • Send acknowledgements, reminders, and closure notifications to beneficiaries in an appropriate and safe manner.
• Incorporate an Early Feedback Mechanism (EFM) to capture low-risk or emerging concerns for rapid response and trend analysis before escalation into formal cases.

System Configuration and Deployment

• Configure a digital Beneficiary Feedback System (BFS) aligned to the approved system design.
• Enable two‑way communication where feedback can be initiated by beneficiaries or WVK.
• Configure feedback classification (e.g. complaint, compliment, suggestion) and prioritization (serious vs non‑serious).
• Implement workflow logic to:
  • Assign and lock issues to specific handlers
  • Escalate unresolved or serious cases
  • Send acknowledgements, reminders, and closure notifications to beneficiaries

Functional Requirements Implementation

The system should operationalize the following functional capabilities:

Beneficiary Interface

• Open feedback sessions via SMS/USSD by responding to a dedicated number.
• Submit complaints or feedback using guided menu or free‑text options.

Controller Function

• Serve as the first line of response.
• Review, categorize, and prioritize incoming feedback.
• Forward feedback to the relevant Area Program, department, or directorate.
• Share approved responses back to beneficiaries.
• Ensure responses adhere to approved messaging, safeguarding, and non-retaliation standards prior to submission to beneficiaries.

Issue Handling Function

• Take ownership of assigned issues and lead investigation to completion.
• Reassign issues where necessary through system workflows.
• Draft resolution responses for submission back to the Controller.
• Ensure documented resolution actions and evidence are captured in the system prior to case closure.

System‑Level Functions

• Automated acknowledgements upon receipt of feedback.
• Reminder alerts where actions are pending.
• Ordering and tracking of unresolved and aging issues.
• Issue locking to prevent duplication of handling.

Communication Channels

The consultant will ensure the system supports or pilots appropriate communication channels, including:

• Two‑way SMS (primary and preferred channel)
• WhatsApp chatbot (where feasible)
• USSD (where feasible)
• IVR or toll‑free options (future‑ready design)

Integration, Reporting, and Analytics

• Configure dashboards for Controllers and management showing:
  • Volume and types of feedback
  • Status of cases (open, in progress, closed)
  • Response and resolution timelines
• Enable periodic and ad‑hoc reporting.
• Support integration or periodic push of closed cases data to SMAP or other designated WVK systems.
• Enable post‑closure beneficiary satisfaction surveys.

Piloting, Refinement, and Handover

• Support piloting of the BFS in selected programs or locations.
• Gather feedback from users and communities and refine the system accordingly.
• Develop SOPs, user manuals, and technical documentation.
• Provide structured handover of the system and all its documentation.

Deliverables

The consultant will be expected to deliver:

• CFM/BFS System Design Document (architecture, workflows, roles, safeguards).
• Fully Configured and Operational BFS Pilot System.
• End‑to‑End Feedback and Complaints Workflow Documentation.
• Controller and Management Dashboards.
• Standard Operating Procedures (SOPs) and User Guides.
• System Handover and Sustainability Note for the incoming ICT4D role.
• Final Consultancy Report summarizing activities, outcomes, lessons learned, and recommendations.

Expected level of Engagement and output

• The consultancy will be managed by the ICT & Digital Function.
• The consultant will work closely with Program Effectiveness & Impact (PEI), safeguarding, and operations teams.
• Regular progress reviews will be conducted to monitor milestones, risks, and quality.

By the end of March 2026, WVK will have:

• An operational, end‑to‑end digital Community Feedback Mechanism.
• Functional two‑way communication with beneficiaries.
• Clear, auditable workflows and accountability roles.
• Dashboards and reports supporting management oversight.
• Internal capacity and documentation to sustain and scale the system under the Digital Transformation Strategy FY 2026–2030.

WVK Facilitation and Support to the Consultant

World Vision Kenya (WVK) will provide the following facilitation and institutional support to enable effective delivery of the consultancy:

• Technical and Operational Support: Access to relevant WVK digital platforms, documentation, policies, SOPs, and system architecture required for the design and configuration of the Community Feedback Mechanism.
• Stakeholder Access: Facilitation of meetings and workshops with key internal stakeholders, including ICT & Digital, Program Effectiveness & Impact (PEI), Safeguarding, Operations, Disaster Management, and Area Program teams.
• Focal Point Coordination: Assignment of an ICT4D Specialist as the primary focal point to coordinate activities, provide guidance, review deliverables, and facilitate decision-making.
• Piloting Support: Support in identifying pilot locations and mobilizing Area Program teams to participate in system testing, user validation, and refinement.
• Logistical Support: Provision of meeting venues (physical or virtual), internal communication channels, and scheduling support for consultations and review sessions.
• Data and Compliance Guidance: Guidance on WVK safeguarding, accountability, data protection, and non-retaliation standards to ensure full compliance during system design and deployment.
• The consultant will be responsible for their own working equipment, connectivity, and personal logistics unless otherwise agreed in writing.

Detailed Timelines for the Assignment

Phase

Working Days

Key Activities

Phase 1: Inception & Requirements Validation

5 days

• Contracting and onboarding; inception meeting; review of WVK Digital Blueprint, safeguarding, accountability, and data protection policies; stakeholder consultations and confirmation of functional requirements.

Phase 2: System Design & Architecture

10 days

• End-to-end CFM/BFS design; workflow mapping (intake, categorization, escalation, response, closure); definition of user roles, safeguarding-sensitive workflows, escalation logic, and data protection controls.

Phase 3: System Development & Configuration

25 days

• Core system development and configuration; setup of feedback categories and prioritization logic; configuration of Early Feedback Mechanism (EFM); communication channels (SMS/USSD/WhatsApp where feasible); automation rules; dashboards and reporting; internal testing and quality assurance.

Phase 4: Pilot Deployment & Refinement

10 days

• Pilot implementation in selected Area Programs; user onboarding; live testing of workflows; monitoring, issue resolution, and system refinements based on user and community feedback.

Phase 5: Documentation, Capacity Building & Handover

10 days

• Development of SOPs, user manuals, and technical documentation; capacity building sessions for Controllers, Issue Handlers, and management; system handover; sustainability and scalability planning; final consultancy report and close-out.

Required Qualifications and Experience

The consultant should have:

• Proven experience designing and implementing digital beneficiary feedback or accountability systems.
• Strong background in Information Communication & Technology for Development (ICT4D), CRM workflows, or case management systems within NGOs or humanitarian settings.
• Demonstrated understanding of safeguarding, confidentiality, and accountability to affected populations.
• Hands‑on experience with SMS, automation, dashboards, and reporting tools.
• Ability to deliver high-quality outputs within tight timelines.

Academic Qualifications

The consultant should possess:

• A minimum of a Bachelor’s degree in Information Technology, Computer Science, Information Systems, Data Science, ICT4D, or a related field.
• A Master’s degree in a relevant discipline will be an added advantage.

Professional Experience

The consultant should demonstrate:

• At least 7–10 years of professional experience in digital systems design, ICT4D, CRM platforms, or case management systems.
• Proven experience designing and deploying digital beneficiary feedback, complaints handling, or accountability systems within NGOs, humanitarian, or development contexts.
• Hands-on experience with SMS/USSD platforms, workflow automation, dashboards, reporting, and integrations.
• Demonstrated experience working with safeguarding, accountability to affected populations (AAP), and data protection frameworks.
• Experience working in complex, multi-stakeholder environments, preferably within East Africa or similar contexts.

• Design an end-to-end digital Community Feedback Mechanism, including an Early Feedback Mechanism module, aligned with WVK accountability, safeguarding, and complaints-handling standards.
• Configure and deploy a two-way digital Beneficiary Feedback System that is accessible, inclusive, and provided at no cost to beneficiaries, supporting both early feedback and formal complaints.
• Establish clear, auditable feedback workflows covering early feedback intake, categorization, prioritization, escalation (where required), investigation, response, and closure.
• Enable real-time visibility and proactive response through dashboards, alerts, and reporting tools that highlight trends, risks, and emerging issues.
• Build internal capacity and develop comprehensive documentation to ensure system sustainability, scalability, and effective handover.
• Design an end‑to‑end feedback and case management cycle that intelligently differentiates between: General feedback and complaints, Sensitive data protection issues, Disaster and emergency‑related alerts, Child protection concerns, including safeguarding incidents
• Define user roles and responsibilities, including Controllers (first‑line responders) and Issue Handlers, with special escalation rules for sensitive cases.
• Ensure the system embeds privacy‑by‑design and security‑by‑design principles, including data masking, role‑based access, controlled visibility, audit trails, and secure data storage.
• Ensure full alignment with WVK data protection policies, safeguarding frameworks, and non‑retaliation requirements.
• Configure intelligent rules to classify feedback based on risk and sensitivity, including: Data protection and privacy breaches, Disaster management and early‑warning related inputs, Child protection and safeguarding issues
• Define a rules engine that enables automated prioritization, restricted access, and accelerated escalation workflows for high‑risk cases.
• Ensure child protection and safeguarding cases are: Automatically flagged as sensitive, Restricted to authorized safeguarding focal persons, Routed according to WVK child safeguarding SOPs without exposing data to unauthorized users.
• Configure a digital Beneficiary Feedback System (BFS) aligned to the approved system design.
• Enable two‑way communication where feedback can be initiated by beneficiaries or WVK.
• Configure feedback classification (e.g. complaint, compliment, suggestion) and prioritization (serious vs non‑serious).
• Automatically route reported issues to the appropriate Area Program based on geographic proximity and geo-point data captured at the point of submission.
• Implement workflow logic to: Assign and lock issues to specific handlers, Escalate unresolved, disaster‑related, child protection, or data protection cases automatically, Send acknowledgements, reminders, and closure notifications to beneficiaries in an appropriate and safe manner.
• Incorporate an Early Feedback Mechanism (EFM) to capture low-risk or emerging concerns for rapid response and trend analysis before escalation into formal cases.
• Configure a digital Beneficiary Feedback System (BFS) aligned to the approved system design.
• Enable two‑way communication where feedback can be initiated by beneficiaries or WVK.
• Configure feedback classification (e.g. complaint, compliment, suggestion) and prioritization (serious vs non‑serious).
• Implement workflow logic to: Assign and lock issues to specific handlers, Escalate unresolved or serious cases, Send acknowledgements, reminders, and closure notifications to beneficiaries
• Open feedback sessions via SMS/USSD by responding to a dedicated number.
• Submit complaints or feedback using guided menu or free‑text options.
• Serve as the first line of response.
• Review, categorize, and prioritize incoming feedback.
• Forward feedback to the relevant Area Program, department, or directorate.
• Share approved responses back to beneficiaries.
• Ensure responses adhere to approved messaging, safeguarding, and non-retaliation standards prior to submission to beneficiaries.
• Take ownership of assigned issues and lead investigation to completion.
• Reassign issues where necessary through system workflows.
• Draft resolution responses for submission back to the Controller.
• Ensure documented resolution actions and evidence are captured in the system prior to case closure.
• Automated acknowledgements upon receipt of feedback.
• Reminder alerts where actions are pending.
• Ordering and tracking of unresolved and aging issues.
• Issue locking to prevent duplication of handling.
• Configure dashboards for Controllers and management showing: Volume and types of feedback, Status of cases (open, in progress, closed), Response and resolution timelines
• Enable periodic and ad‑hoc reporting.
• Support integration or periodic push of closed cases data to SMAP or other designated WVK systems.
• Enable post‑closure beneficiary satisfaction surveys.
• Support piloting of the BFS in selected programs or locations.
• Gather feedback from users and communities and refine the system accordingly.
• Develop SOPs, user manuals, and technical documentation.
• Provide structured handover of the system and all its documentation.