TTC: Your partner in mobile

solutions for social change

Burundi April/2013

Name: Ian Wamara

Title: Consultant

E-Mail: wamara@gmail.com

Twitter: ian_wamara

http://www.texttochange.com

In this presentation:

Data Collection

Services Project Process Cases

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.

Project Process

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

Design Questionnaire

Customized questions

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

SMS

TECHNOLOGIES/ APPROACHES

IVR CALL CENTER

FACE-TO-FACE

CONSULTANCY

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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VUSION

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.

20

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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Our Clients & Partners

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

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Extra Cases

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