TTC: Your partner in mobile solutions for social change

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2 TTC: Your partner in mobile solutions for social change Burundi April/2013 Name: Ian Wamara Title: Consultant Twitter: ian_wamara

3 In this presentation: Data Collection Services Project Process Cases

4 RUNNING PROJECTS These are the 16 countries we are currently working (running projects), where we already have infrastructure in Africa South America Asia Europe

5 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.

6 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.

7 Project Process

8 Survey software Airwolf Airwolf is completely webbased and contains the following components: 1. Question base Manager 2. Survey Manager 3. Data Manager 4. Respondent Manager 5. Report Manager

9 1. Survey Design 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

10 Customized questions Design Questionnaire

11 2. Collect data 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

12 TECHNOLOGIES/ APPROACHES SMS FACE-TO-FACE IVR CALL CENTER CONSULTANCY

13 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 13 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.

14 VUSION

15 Relationships with target groups 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

16 Quality assurance/ Consistency checks 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.

17 4. Analyse data Statistical packages as SPSS/ STATA Quality assurance / Consistancy checks Analysis by our in-house statistical experts

18 5. Report & Visualise Customized & Visualized appealing reports Overview of survey results accessible via the web/ export to PDF

19 Average costs - satisfaction surveys in 2014 Estimation for conducting a survey: Face to Face via smartphone surveys: USD Interactive Voice Response Systems: USD Call center surveys: USD SMS surveys: USD RBF verification & satisfaction: USD 7 10.

20 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. 20

21 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. 21

22 Our Clients & Partners

23 Unilever/ USAID Case 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

24 Larive Case What? Survey on fish consumption among people in Kenya to investigate the potential for a sustainable fish industry Partner: How: - Larive International - 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

25 Thank you Ideas, suggestions, questions? Name Function Twitter

26 Extra Cases

27 AMREF CASE What: Where: Partner / Client: Sample size: How: Goal: Win-win: - Impact survey on Tuberculosis Awareness Campaign - The Wakiso, Kiboga, Luwero, and Kyankwanzi districts of Central Uganda - Amref (collected via radio campaigns and face to face) - Call center (English and local languages) + Incentives provided for participation - Measure the effectiveness of the Tuberculosis Campaign - Insight into awareness and education about Tuberculosis - Increased health awareness and education about Tuberculosis

28 MALARIA CONSORTIUM What: Where: Partner / Client: Sample size: How: Goal: Win-win: - 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 - 8 districts of mid western Uganda - Malaria Consortium (Out of database provided by Malaria Consortium) - Call center (English and local languages) + Focusgroup - 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) - Insight into the perception and comprehension of the SMS messages - Determinded which operator has the widest coverage in Uganda

29 GIZ CASE What: Where: Partner / Client: Sample size: How: Database: Goals: Win-win: - Monitoring and Evaluation solar system performance & use - Northern Uganda - GIZ / PREEP ( Access to Solar program ) (Out of a database provided by GIZ) - Interactive SMS (English) and call center (English and local languages) + Incentives provided for participation - Existing GIZ database of customers who bought a solar system under the program - Evaluate performance/use/dealers solar systems - Improve access to affordable modern energy services in rural/remote areas in Uganda - Evaluate use solar energy - Insight customers opinion of & experience with solar systems - Collection information on dealer performance & systems quality - Increased support for renewable energy

30 RAISING VOICES/ TWAWEZA What: Where: Partner / Client: Sample size: How: Goal: Win-win: - Monitoring and Evaluation education system in Uganda - Uganda, teachers in the districts of Kyenjojo, Mubende, Arua, Alebtong, Lira, Agago and Mbale Districts - Raising Voices & Twaweza (Out of database provided by Raising Voices) - Call center (English and local languages) + Incentives provided for participation - Evaluate the education System in 7 districts of Uganda - Insight performance of the education system - Insight characteristics of a good education system and focus point for improvements

31 UNATU What: Where: Partner / Client: Sample size: How: Goal: Win-win: - Monitoring and Evaluation education system in Uganda - Different districts of Uganda, namely Kampala, Jinja, Masindi, Lira and Arua - UNATU (Uganda National Teacher s Union) (Out of Research Africa s representative consumer panel) - Call center (English and local languages) + Incentives provided for participation - Gather the public s views on whether there is a crisis in Uganda s public education - Insight performance of the education system - Insight main problems and suggested solutions according to the public

32 LIVING GOODS What: Where: Partner / Client: Sample size: How: Goal: Win-win: - Follow-up surveys on treatments performed in the field by Community Health Promoters - Uganda - Living Goods (Out of database provided by Living Goods), ongoing monthly - Call center (English and local languages) - Learn about customers satisfaction - Find out whether sick and treated children were treated by a Living Goods Community Health Promoters - Insight customer satisfaction - Increased brand awareness Living Goods