Job Title: USSD Consultant
Location: On-site, Lilongwe, Central Region, Malawi
Contract Type: Malawi Contract
Terms of Reference: USSD Consultant
VillageReach is spearheading the CHOICE Project (2025‑2028), a vital initiative in Malawi supported by Global Affairs Canada and Oxfam Canada (CAG). A key component of this project involves enhancing digital outreach. To effectively connect with feature-phone users who lack internet access in Balaka and Lilongwe, Malawi, a dedicated USSD module is essential. The project will leverage an existing short code, 54747, for this purpose.
Scope of Work
The selected consultant will be responsible for the comprehensive design, deployment, and ongoing management of a user-friendly USSD menu. This menu will be crafted with low-literacy users in mind, providing crucial Sexual and Reproductive Health and Rights (SRHR) information and a robust feedback reporting mechanism. The system will operate via the established CCPF short code (54747) for a period of 24 months post-launch.
Key Responsibilities:
- Technical Setup (4 weeks from contract signing):
- Configure a USSD platform of your selection to utilize short code 54747, coordinating closely with TNM and Airtel.
- Develop two primary menu pathways: one for Information and another for Feedback.
- Ensure each screen adheres to a maximum character count of 182, utilizes number-driven navigation, and prominently features "99. Main menu" on every screen. The menu depth should not exceed 4 levels.
- Incorporate a clear referral message: "For urgent help, dial 54747" (no callback functionality required).
- Integration & Data Flow:
- Log all USSD sessions, capturing initiation, user choices, completion, and drop-off points.
- Transmit this data via API to VillageReach's central data warehouse, utilizing provided endpoints.
- Low-Literacy Design & Testing:
- Implement design principles that prohibit scrolling and consistently repeat the main menu, using numbers rather than words for navigation.
- Conduct user acceptance testing with a minimum of 20 feature-phone users across Lilongwe and Balaka. VillageReach will facilitate participant recruitment, while the consultant will lead the testing sessions.
- Ongoing Management & Maintenance (24 months after go-live):
- Provide monthly uptime reports, aiming for a minimum of 99% availability.
- Address any technical issues within a 4-hour timeframe during standard working hours (8 am - 5 pm Malawi time).
- Update menu content as required, with up to 4 updates per 12-month period included. Additional updates will incur separate charges.
- Monitor USSD session logs and submit monthly usage reports detailing total sessions, completion rates, most frequently accessed menu paths, and feedback submissions.
- Maintain direct communication with TNM and Airtel for essential short code maintenance.
Tasks & Due Dates
- Menu Prototype & Wireframe
- Description: Present the USSD menu logic and a wireframe/mockup for approval.
- Due Date: Week 1
- UAT Completion
- Description: Conclude testing with at least 20 users and refine the menu based on feedback received.
- Due Date: Week 3
- Go Live & Integration
- Description: Officially launch the USSD service in Lilongwe and Balaka, ensuring the data pipeline is fully operational.
- Due Date: Week 4
- Training & Handover
- Description: Deliver comprehensive training to VillageReach staff on workflow creation and log monitoring, along with a detailed maintenance guide.
- Due Date: Week 4
- Monthly Reports
- Description: Submit regular uptime and usage reports.
- Due Date: Monthly, by the 5th day of the subsequent month
- 24-Month Completion Report
- Description: Submit a final report detailing the completion of the service.
- Due Date: End of Month 24
Requirements
Qualifications & Evaluation Requirements (as per original Terms of Reference)
Shortlisted consultants were required to demonstrate:
- Extensive experience deploying USSD services within Malawi, including a strong understanding of USSD platforms and mobile operator integration processes.
- A proven track record in designing digital solutions tailored for low-literacy user demographics.
- Proficiency in integrating USSD logs with external data warehouses via REST APIs.
- A solid understanding of SRHR data sensitivity and privacy protocols.
- The capability to provide ongoing technical support and reporting for a 24-month duration.
Application & Evaluation Criteria
Consultants submitted both technical and financial proposals. The evaluation weighting is as follows:
- Technical approach & methodology (including a wireframe/prototype demonstration)
- Relevant experience & team qualifications
- Financial proposal (assessing value for money over the 24-month period)
- Data privacy & security plan
Applications will be accepted and reviewed on a continuous basis until Thursday, 28 May 2026, close of business (COB).
Tags
development projects, mobile telecommunication services, programme management, project implementation, technical cooperation
Skills
USSD Platform Configuration, Low-Literacy Design, API Integration, Data Privacy, Technical Support