Service Provider for Capacity Building on Effective Customer Care Services

In collaboration with Vietnam Social Security (VSS) organization and under the framework of ILO-Luxembourg Project ‘Extension of Social Health Protection in South East Asia’, the ILO is looking for high-profile service providers to capacitate customer care staff toward a quality service to Viet Nam Social Security members in the following training.

SERVICE SUPPLY “CAPACITY BUILDING ON EFFECTIVE CUSTOMER CARE SERVICES”

This intervention aims to equip VSS Customer Care staff with the basics theory and skills of member care; to enable them to deploy the knowledge and skills to develop the relevant guidelines, rules, standard operational procedures, workflows or code of conducts necessary for the operation of customer care work; and to help them utilize the member care skills and practices in their daily work.

Tentative date: March - July 2021

1. BACKGROUND

Social Health Insurance in Viet Nam

Viet Nam started to develop health insurance mechanisms in 1989 with the pilot health insurance schemes in selected provinces and on a voluntary basis. The implementation of health insurance remained governed by decrees from 1992 to 2009, when the first Health Insurance Law No 25/2008/QH12, enacted in 2008 came into force. This Law was then the first one on Health Insurance, making an essential foundation for the operation of social health protection in order to protect, care and improve the people’s health through health insurance mechanism. In 2014, the National Assembly enacted the Amended Health Insurance Law as a mean to address a number of provisions deemed irrelevant to the operation of the health insurance scheme. Viet Nam made great strides in increasing population coverage which now stands at 90% of the population, relying on a mix contributory and non‐contributory system. The benefit package has been progressively expanded, and subsidies provided to ensure financial protection. In an effort to not only further expand the coverage to additional groups of population but also to retain the existing membership in the system, the Government has identified service quality of both health insurance and health care services toward citizens’ satisfaction as crucial to ensure its effectiveness and sustainability. As key to a citizen-centered approach, those goals need to be assessed through the perspectives of the key stakeholders and health insurance members, to make sure their voices are listened to and taken into consideration. The level of satisfactions of members is key to the cycle of continuous implementation of the service quality framework.

VSS’s Customer Care Centre

Acknowledging the importance of service quality and satisfaction of clients, VSS has recently established the Customer Care Centre tasked with management and implementation of support, counseling, care services to members of VSS and measurement of members’ satisfaction. The CCC structure is still being set up at a very early stage. It is staffed with around 20 staff members, plus with a call center with almost 20 operators, customer service and satisfaction tools and survey implementation is a new area for many of them. VCCC has indicated their needs for ILO’s technical support to improve their current responsibilities, including the member care. As a result, ILO is looking for a high‐profile service provider to capacitate VCCC’s staff toward a quality service to VSS’s members(1). (1): In the context of a social security system ‐ a non‐profit public service, members of social securities, including social insurance and health insurance, are still considered as ‘customers’ which should be put at the center of the system. The standard concepts of customer care or customer services are referred to as ‘member care or member services’

2. OBJECTIVES

The capacity building interventions aim to achieve the following: ‐ VCCC staff are equipped with the basics theory and skills of member care. ‐ VCCC are able to deploy the knowledge and skills to develop the relevant guidelines, rules, standard operational procedures, workflows or code of conducts necessary for the operation of customer care work. ‐ VCCC staff members are able to utilize the member care skills and practices in their daily work

3. SCOPE OF TRAINING

The content of training should contain, but not be limited to, the following topics: ‐ The importance of Member Care services: what it is, the importance of member care services, consequences of poor member care services, what is a member-centered approach ‐ Creating effective communication: required skills, communication vehicles, listening and questioning methods. ‐ Assessing and understanding members needs ‐ Managing members expectations ‐ Building trust ‐ Creating a positive member experience ‐ Handling irate members and complicated problems ‐ Maintaining your calm with negative feedback or complex situation ‐ Emotion control skills ‐ Handling and resolving complaints ‐ Psychological understanding skills ‐ Time management skills ‐ Negotiation skills

4. TASKS

The supplier is expected to deliver the following services: ‐ To assign a team of qualified and experienced resource persons to design and deliver the needed service ‐ To deliver a five day training for approximately 40 customer care staff of VSS in a participatory training approaches, combining a balanced mix of theory and practices. ‐ To provide professional coaching to 20 staff of VCCC in three months in order that they can master the knowledge and skills required for their responsibilities on customer care. ‐ To develop the training materials to match with the training needs of participants Notes: ‐ Training is delivered in Vietnamese. ‐ The necessary logistics will be provided upon the specific requirements from the selected supplier. ‐ The five‐day training is expected to be delivered in Hanoi (or a nearby venue).

For more details, please refer to the attached file (English and Vietnamese) for more information.

Interested service providers should submit their proposals in English no later than February 18, 2021. Applications should be sent through emails with the subject “Application for CAPACITY BUILDING ON EFFECTIVE CUSTOMER CARE SERVICES” to thao@ilo.org with cc to dungd@ilo.org”

Job Details

Organisation Name:

ILO/Lux Project

Application Deadline:

Thu, 2021-02-18

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