Service Provider for Capacity Building on Satisfaction Survey Management

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 SATISFACTION SURVEY MANAGEMENT”

The training aims to support the VSS Customer Care Centre (VCCC) to gain sufficient knowledge and competencies to fulfill one of the key responsibilities, which is measuring and reporting on the satisfaction of health insurance and social insurance members with the services of social security system, in order to inform quality improvement.

Tentative date: March 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 Addendum of the Health Insurance Law as a means 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 social security member‐centred 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.

Customer Care Centre of Vietnam Social Security (VCCC)

Acknowledging the importance of service quality and satisfaction of members of health and social insurance schemes, VSS has recently established the Customer Care Centre tasked with management and implementation of support, counselling, care services to members of VSS and measurement of members’ satisfaction. The VCCC structure is still being set up at the very early stage. It is staffed with around 20 staff members, plus with a call centre with 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 capacities to handle these new responsibilities, including managing regular satisfaction surveys to ensure its quality and effectiveness. As a result, ILO is looking for a service provider to strengthen knowledge and capacity of VCCC’s staff to design, implement and supervise satisfaction surveys with the ultimate objective to render quality services to VSS’s members.

2. OBJECTIVE

The capacity-building intervention aims to support the VSS Customer Care Centre (VCCC) to gain sufficient knowledge and competencies to fulfill one of the key responsibilities, which is measuring and reporting on the satisfaction of health insurance and social insurance members with the services of social security system, in order to inform quality improvement.

3. TASKS

The service provider is expected to complete the following tasks: ‐ To provide a three‐day training on member satisfaction surveys for the VCCC staff members and the selected provincial staff, including the following elements:

• Overall process, timelines and resources required for national satisfaction survey How to define objectives of the survey
• Options, and advantages and inconvenience of various research methodologies for satisfaction survey, including definition of targets, sampling methods
• Detailed guidance on how to develop questionnaires to address the objectives of the intended survey, and in compliance with resources constraints
• In‐depth interview and focused group discussion skills
• Data collection: steps, methodologies, risks and mitigation methods
• Data cleaning and analysis: methods, tools, and quality assurance
• Survey report: contents, methods and skills.

‐ To build knowledge to VCCC staff members and the selected provincial staff on requirements of effective supervision and quality control of satisfaction surveys. This will provide VCCC staff with the key elements to ensure adequate supervision of the implementation of the survey to ensure both quality results and independency of the survey. This will include indicators, methods and tools VSS can implement to guarantee data collected are complete, accurate and timely. ‐ To assign a team of qualified and experienced resource persons to design and deliver a three training on a satisfaction survey. ‐ To propose participatory training approaches, combining a balanced mix of theory and practices. ‐ To develop the training materials to match with the training needs of participants Notes: ‐ The necessary logistics will be provided by VSS upon the specific requirements from the selected supplier. ‐ The training is expected to be delivered in Hanoi. ‐ The training is delivered in Vietnamese.

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

Interested service providers should submit their proposals in English no later than January 30, 2021. Applications should be sent through emails with the subject “Application for CAPACITY BUILDING ON SATISFACTION SURVEY MANAGEMENT” to thao@ilo.org with cc to dungd@ilo.org

Job Details

Organisation Name:

ILO/Lux Project

Application Deadline:

Sat, 2021-01-30

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