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Posted 8 months ago

Planned Parenthood Association of Ghana (PPAG) was established in 1967 as a Non – Governmental Organization affiliated to the International Planned Parenthood Federation (IPPF).
It is currently the leading Non-Governmental Organization providing Sexual and Reproductive Health (SRH) information and services in Ghana. The Association works to complement the efforts of government in the provision of healthcare to all citizens especially SRH to young people, women and vulnerable groups.

Invitation To Submit An Expression Of Interest For Valued Added Service (VAS) For SRHR Information Dissemination And Telemedicine Mechanism

The requirement for this activity is described in the “STATEMENT OF WORK”. We encourage your organisation to indicate its interest in partnering and providing these services by submitting a proposal according to PPAG’s demands.

To be considered, offerors should submit a complete proposal not later than the closing date and time indicated above. Offerors should ensure that proposals are detailed, and easy to understand. Proposals must be submitted in one hard copy and one digital copy.


This section describes the type of services the awardee is expected to provide and deliverables in collaboration with PPAG.

The VAS provider is to develop a digital platform to scale up SRHR and COVID-19 information dissemination and linkages to services.

A platform that would be user friendly to young people and vulnerable populations especially women, girls, urban and rural dwellers in Ghana.

The awardee shall assist in the development and setting up of Contact Centre and a VAS platform that would support SMS and IVR (Short Messaging Service and Interactive Voice Response) for SRHR information dissemination, linkages to service and Telemedicine provision.

Scope of work
a.Contact Centre
1.Setting up of toll-free helpline.
2.Facilitate virtual consultation (text, visual or voice) and remote service delivery (Telemedicine)
3.Facilitate access to prescription (PDF) on the website through a unique user ID.
4.A centre that would enable easy linkages to other service providers including but not limited to the COVID-19 emergency centre, DOVVSU, Ghana Police Service etc

b.VAS platform that support SMS and IVR

1.IVR shall be designed in consultation with PPAG, basic functions must be available for language selection, timings of helpline, etc. the successful bidder shall provide features to broadcast important messages on IVR when clients are waiting to talk to the agent. The content and time for such messages shall be decided by PPAG.
2.A call centre that can utilize both ACD and UCD Applications. A reliable hosted call centre and IVR services capable of providing support to the targeted groups and the general public.
3.The service must be capable of scaling in the near real time.
4.Installation shall begin as soon as a practical following the award of contract.
5.The contractor shall be responsible for all activities related to the initial setup, installation and maintenance of the call centre and IVR services
6.Disseminate SMS to all mobile subscribers.
7.Option for the subscriber to choose convenient time of the day to receive IVR messages.
8.Option for registration and un-registration through interactive SMS.
9.Page for uploading all the SMS and IVR.
10.Reporting applications (showing SMS/IVR) received by users, number of recipients, geographic distribution of users and number of minutes listening to IVR messages
11.Integration of social media into IVR.

Call Centre Deliverables
The successful bidder is expected to provide the required applications and interfaces an indicative list of technologies and solutions to be provided by the bidder shall include:
a.Customer relationship management
b.IVR application
c.Call monitoring systems
d.Automatic call distribution (ACD)
e.Call logger
f.Computer technology interface (CTI) with comprehensive dashboard of customer details
g.Complain management systems
h.Reporting and MIS tools
i.Outbound dialler
j.The calls being received against each project line must have proper log, tagging over the dashboard with live statistics and complain management.
k.Call back manager with dialler, screen recording, online reports, queuing statistics-real time screen-based information management
l.Operations support plan, including security, backup and recovery strategy
m.Training plan, training material and training sessions for agents and supervisors

Equipment and all cost and price figures, IF ANY, must be presented in GHC.

The offeror must state in the proposal the validity period of the offer if any.

Offerors must be licensed to provide VAS as evidenced by submission of a copy of a valid business license from the recognised authorities.

Reasonable efforts will be made to ensure confidentiality of proposals received from all offerors.

The applicant should demonstrate prior experience of contact centre set up and VAS platform development especially in scheduling and disseminating SMS/IVR and IVR Tree.

PPAG may call in applicants for practical demonstrations of service.

The applicant whose proposal offers the greatest value based on the selection criteria will be recommended for the award.

How to Apply
All interested persons should kindly send an Expression of Interest to:

CLOSING DATE: 10th September, 2020

Job Features

Job CategoryConsultancy, Non-Executive Position

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