Consultancy for the Development and Operationalisation of a Community Feedback Mechanism for SAY Zambia is available at Zambian Governance Foundation in Lusaka, Lusaka, Zambia. Review the job description, requirements, closing date and application details below.

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1. Background and Rationale The Zambia Governance Foundation for Civil Society (ZGF) is committed to fostering community-led development and shifting power to local communities. Central to this commitment is ensuring robust accountability and learning channels through which communities can give feedback and have it acted upon. ZGF operates the SAY Zambia platform (www.say-zambia.org) as its public-facing channel for community engagement on governance and civil society issues. ZGF seeks to engage a qualified consultant to develop, set up, and fully operationalize a feedback mechanism integrated into SAY Zambia, capable of capturing community feedback from multiple channels — including channels accessible to communities without reliable internet access — while maintaining a structured administrative backend for triage, response, and reporting. As part of the assessment phase, the consultant will confirm the current operational status and technical condition of the SAY Zambia website and flag, in the Inception Report, any reactivation or re-platforming work needed before the feedback mechanism can be integrated. Given current funding constraints, this assignment is structured in two phases. Phase 1, the subject of this consultancy, will deliver a multi-channel feedback intake system (Facebook Messenger, WhatsApp, and KoboCollect), a sensitive-case handling workflow, and a smart moderator dashboard. Phase 2 — the integration of a dedicated USSD shortcode for use in low-network areas — is intended for delivery once additional funding is secured. The consultant engaged under this Phase 1 assignment will be required to produce a lightweight Phase 2 architecture and integration plan, so that USSD can be added later without requiring the Phase 1 system to be substantially rebuilt. 2. Objective of the Assignment The primary objective of this assignment is to design, deploy, and operationalize a Phase 1 community feedback mechanism for SAY Zambia that: • Captures feedback from Facebook Messenger, WhatsApp, and KoboCollect, consolidating submissions from all three channels into a single, centralised database connected to the SAY Zambia website; • Distinguishes sensitive feedback from normal feedback at the point of intake (e.g. safeguarding concerns, fraud, abuse, or other cases requiring confidential handling), routing each type through an appropriate workflow; • Supports anonymous submission for sensitive feedback, allowing community members to report sensitive cases without disclosing their identity, while still allowing identifiable submission where the person chooses to provide their details; • Provides a smart, role-based moderator dashboard through which authorized staff can view, categorise, respond to, and track the resolution of feedback cases, with access to sensitive cases restricted to designated senior staff only; • Generates reports summarising feedback volumes, categories, response times, and resolution status, for use in ZGF’s accountability and learning processes; and • Produces a costed Phase 2 (USSD) architecture and integration plan, so that a dedicated USSD shortcode can be added in a future phase, once funding allows, without re-architecting the Phase 1 system. 3. Scope of Work The consultant will work under the direct guidance of the Manager Civil Society Organisation and Development, the Senior Specialist ICT, and the Senior Specialist MEAL. The specific tasks include: 3.1 Assessment & Requirements Gathering • Review ZGF’s and SAY Zambia’s existing communication and feedback data flows, current website infrastructure, and any existing Facebook, WhatsApp, or KoboCollect usage, to understand specific operational constraints and integration points. • Define, in consultation with ZGF, the categorisation logic for distinguishing sensitive from normal feedback, and the escalation pathway for sensitive cases. 3.2 System Design & Development — Phase 1 • Build or configure integrations with Facebook Messenger and WhatsApp (via their respective Business/Cloud APIs) so that community feedback submitted through these channels is captured and routed into a centralised database connected to SAY Zambia. • Build or configure a KoboCollect integration to capture feedback from community members without internet access (collected by field staff/enumerators using the KoboCollect mobile app, including offline data capture with sync to the central database once connectivity is available). • Design and implement the sensitive vs. normal feedback workflow, including an anonymous submission option for sensitive cases across all three channels, and clear visual/workflow separation between the two case types on the backend. • Design a centralised data schema that consolidates feedback from all three Phase 1 channels into a single structure, capturing channel of origin, category, sensitivity flag, status, and resolution history per case. 3.3 Administrative Backend & Smart Dashboard • Establish a smart, role-based administrative dashboard with at least two access tiers: (i) general moderators, who can view and respond to normal feedback; and (ii) designated senior staff, who alone can view, respond to, and manage sensitive feedback cases. • Enable case management functionality on the dashboard: viewing incoming feedback by channel and category, assigning cases to staff, responding directly to the submitter where the channel allows (e.g. Messenger, WhatsApp), updating case status (open/in progress/resolved), and logging an audit trail of actions taken on each case. • Enable reporting functionality, allowing moderators and management to generate reports on feedback volume, category breakdown, channel breakdown, sensitive case trends, and average response/resolution time, exportable to Excel/CSV/PDF over selectable date ranges. 3.4 Phase 2 (USSD) Architecture & Groundwork • Produce a Phase 2 technical architecture and integration plan for adding a dedicated USSD shortcode (in partnership with a mobile network operator/aggregator) as an additional intake channel for users in low-network or no-internet areas, designed to plug into the Phase 1 database and dashboard with minimal rework. • Where feasible at no material extra cost, structure the Phase 1 data schema and intake architecture to anticipate USSD as a fourth channel (e.g. consistent case schema, channel-agnostic categorisation logic), so Phase 2 can be commissioned as a discrete, addable module once funding is secured. • This sub-task is limited to planning and architecture; build, testing, and deployment of the USSD shortcode itself is explicitly out of scope for this assignment and will be commissioned separately under Phase 2. 3.5 Testing & Operationalisation • Conduct rigorous user-acceptance testing across all three Phase 1 channels (Facebook Messenger, WhatsApp, KoboCollect) and the dashboard, to ensure data integrity, correct sensitive/normal routing, and system security. • Conduct a simulation test of the sensitive case escalation workflow, confirming that access restriction to designated senior staff functions as intended. 3.6 Documentation • Develop a concise user and administrative guide covering: system management for ICT, case moderation and response procedures for general moderators, sensitive case handling procedures for designated senior staff, and troubleshooting. 4. Key Deliverables 1. Inception Report & Technical Blueprint: Outlining the proposed system architecture for the Facebook Messenger, WhatsApp, and KoboCollect channels, the sensitive/normal feedback workflow, and the database schema. 2. Functional Feedback Mechanism (Phase 1): Fully deployed and integrated Facebook Messenger, WhatsApp, and KoboCollect intake channels, feeding into a centralised database connected to SAY Zambia. 3. Smart Administrative Dashboard: Configured backend dashboard with role-based access, case management (view, respond, escalate, track resolution), and reporting functionality. 4. Phase 2 (USSD) Architecture & Integration Plan: A technical document describing how a dedicated USSD shortcode can be added in a future phase, including indicative cost and effort, for ZGF’s use in securing further funding. 5. Administrative & System Handover Documentation: Step-by-step user guides for system administrators, general moderators, and designated senior staff. 5. Assignment Duration and Timeline The assignment is expected to commence on 10th August, 2026, and will be executed over an implementation period of 37 working days. Phase Key Deliverables & Milestones Target Completion Working Days Phase 1 Inception Report detailing requirements, system architecture (Messenger/WhatsApp/KoboCollect integration, sensitive-case workflow), and finalized work plan. Phase 2 Functional prototype demonstrating data capture and consolidation across Facebook Messenger, WhatsApp, and KoboCollect. Phase 3 Configured smart dashboard (role-based access, case management); simulation report on sensitive case escalation; draft Phase 2 (USSD) architecture plan. Phase 4 Final deployed system live on SAY Zambia, technical/admin documentation, finalized Phase 2 (USSD) plan, and close-out sign-off. Workplace Location: The consultant will operate primarily remotely, with scheduled physical or virtual meetings at the ZGF office in Lusaka as required. Equipment and Infrastructure: The consultant is expected to utilize their own hardware and development tools. ZGF will provide necessary administrative access to its existing digital hosting infrastructure, the SAY Zambia codebase, servers, or cloud subscriptions required for deployment of the mechanism, as well as access to relevant Facebook, WhatsApp Business, and KoboCollect accounts. Reporting Lines The consultant will report directly to the Senior Specialist ICT and Senior Specialist MEAL for technical development milestones and data infrastructure alignment, and to the Manager Civil Society Organisation and Development for workflow integration, sensitive-case handling protocols, and community-facing functionality. 6. Desired Qualifications and Experience • Education: A minimum of a Bachelor’s degree in Computer Science, Information Technology, Software Engineering, Management Information Systems (MIS), or a closely related quantitative field. • Experience: o At least 5 years of progressive professional experience in software development, database design, or developing ICT-enabled Monitoring, Evaluation, Accountability, and Learning (MEAL) solutions. o Demonstrated experience integrating Facebook Messenger and WhatsApp Business/Cloud APIs into a centralised data system, including handling messaging-platform webhooks and conversational data. o Demonstrated experience working with KoboToolbox/KoboCollect, including offline data capture and synchronisation with a central database. o Demonstrated experience building administrative dashboards, ticketing systems, or case/feedback management backend workflows, including role-based access control for sensitive data. o Familiarity with USSD application architecture (e.g. session-based menu systems, aggregator/shortcode integration) sufficient to produce a credible Phase 2 architecture plan, even though Phase 2 build is out of scope. o Prior experience working with civil society organizations (CSOs), non-governmental organizations, or donor-funded development programs in Zambia is highly desirable. 7. Skills • Technical Software Skills: Proficiency in relevant programming languages and frameworks suitable for web, messaging-platform APIs, and offline data forms (e.g., JavaScript, Python, PHP, or open-source tools like KoboToolbox, or customised relational database systems). • Database Management: Strong skills in structured query languages (SQL) or NoSQL databases, ensuring data optimisation, data integrity, and secure access protocols — particularly for sensitive, restricted-access case data. • UI/UX Design: Ability to design intuitive, clean, and minimalist user interfaces for both low-literacy field users (front-end/channel experience) and internal staff administrators (back-end dashboard). • Technical Writing: Ability to translate complex code structures into simple, actionable user manuals and administrative operational guides. 8. Competencies • Analytical Thinking: Ability to dissect complex administrative processes — including sensitive-case escalation — and translate them into automated, functional digital workflows. • Results-Orientation: Driven to meet strict, fast-paced project milestones and deliver robust technical outputs within the specified 37-working-day framework. • Adaptability and Problem Solving: Ability to identify and resolve technical challenges associated with consolidating multiple messaging and data-collection channels, intermittent internet connectivity, and synchronisation conflicts. • Discretion and Ethics: Sound judgement and demonstrable understanding of confidentiality requirements when designing systems that will handle sensitive, potentially identifying community feedback. • Communication: Strong interpersonal and consultative skills to effectively collaborate with ZGF management during the requirements-gathering and testing phases. 9. Payment Terms • Down payment: 40% upon approval of the Inception Report and working schedule. • Final payment: 60% upon delivery of the final product, including a working demonstration of all three Phase 1 intake channels, the sensitive-case workflow, the moderator dashboard, and the Phase 2 (USSD) architecture plan. 9. Payment Terms All applications must be submitted by 29th July 2026. Application email: procurement@zgf.org.zm

Requirements

required to produce a lightweight Phase 2 architecture and integration plan, so that USSD can be added later without requiring the Phase 1 system to be substantially rebuilt. 2. Objective of the Assignment The primary objective of this assignment is to design, deploy, and operationalize a Phase 1 community feedback mechanism for SAY Zambia that: • Captures feedback from Facebook Messenger, WhatsApp, and KoboCollect, consolidating submissions from all three channels into a single, centralised database connected to the SAY Zambia website; • Distinguishes sensitive feedback from normal feedback at the point of intake (e.g. safeguarding concerns, fraud, abuse, or other cases requiring confidential handling), routing each type through an appropriate workflow; • Supports anonymous submission for sensitive feedback, allowing community members to report sensitive cases without disclosing their identity, while still allowing identifiable submission where the person chooses to provide their details; • Provides a smart, role-based moderator dashboard through which authorized staff can view, categorise, respond to, and track the resolution of feedback cases, with access to sensitive cases restricted to designated senior staff only; • Generates reports summarising feedback volumes, categories, response times, and resolution status, for use in ZGF’s accountability and learning processes; and • Produces a costed Phase 2 (USSD) architecture and integration plan, so that a dedicated USSD shortcode can be added in a future phase, once funding allows, without re-architecting the Phase 1 system. 3. Scope of Work The consultant will work under the direct guidance of the Manager Civil Society Organisation and Development, the Senior Specialist ICT, and the Senior Specialist MEAL. The specific tasks include: 3.1 Assessment & Requirements Gathering • Review ZGF’s and SAY Zambia’s existing communication and feedback data flows, current website infrastructure, and any existing Facebook, What