Objectives

The primary objective of this tender is to appoint a service provider to conduct a Stakeholder Satisfaction Survey for a period of two (02) years. The survey aims to assess the satisfaction levels of various stakeholders engaged with BANKSETA, including training providers, financial cooperatives, companies within the banking sector, NGOs, legislative bodies, higher education institutions, industry bodies, service providers, media, and the general public. The goal is to gather insights on stakeholder interactions, service expectations, perceptions, and areas for improvement to inform strategic decisions and enhance stakeholder engagement.

Scope

The scope of work includes:

• Design and conduct of stakeholder satisfaction surveys across multiple provinces.
• Focus group discussions with targeted stakeholder categories, each not exceeding two hours.
• Assessment of stakeholder interactions with BANKSETA employees and service delivery.
• Collection and analysis of quantitative and qualitative data.
• Preparation of progress reports, preliminary and final reports, and presentation of findings to staff and the board.
• Engagement over a two-year period, with flexibility for extensions based on presentation schedules.

Technical Requirements

The technical requirements include:

• Development of a comprehensive research design and methodology considering stakeholder engagement and data collection techniques.
• Verification and correction of database content errors.
• Implementation of data collection (quantitative and qualitative), data analysis, and reporting processes.
• Use of appropriate tools and methods to ensure data accuracy and confidentiality.
• Presentation of progress and final reports, including stakeholder feedback and recommendations.
• Adherence to project timelines, with finalization within the contract period.

Skills Requirements

The service provider must demonstrate:

• Experience in conducting customer/stakeholder satisfaction surveys within the past five (05) years.
• Proven expertise in research project management, including initiation, planning, execution, and reporting phases.
• Capability to handle data collection, analysis, and report production independently.
• Ability to provide evidence of previous relevant projects through reference letters.
• Competence in stakeholder engagement, focus group facilitation, and presentation skills.
• Knowledge of the banking and financial sectors, as well as familiarity with stakeholder engagement best practices.