Office of the Prime Minister: Consultancy Services to Undertake a Nationwide Customer Satisfaction Survey

Office of the Prime Minister
Public Sector Reforms and Performance Contracting

Request for Proposals

Consultancy Services to Undertake a Nationwide Customer Satisfaction Survey

The Government of Kenya through Public Sector Reforms and Performance Contracting has received funds from a group of Development Partners towards the cost of "Results for Kenyans" Programme. The UNDP manages the Basket funds. We intend to use part of this grant to eligible payments under the contract to undertake a nationwide customer satisfaction survey.

The mission of the PSR&PC is to support, coordinate and facilitate Public Sector Reforms for efficient and effective service delivery and utilization of Public Resources. PSR & PC intends to undertake a National Customer Satisfaction Base line survey to establish the level of satisfaction with Government services:

1. Objective of the survey.
PSR&PC would like to recruit a local firm to undertake a nationwide customer satisfaction survey. The survey is meant to establish the level of Customer Satisfaction with services offered by Ministries, Department & Agencies (MDA's) with a view to establish areas of weakness and making recommendations for improvements where services fall short of customer expectations. The findings of this survey will also be used as a baseline against which to measure improvement in service delivery and to benchmark service delivery.

2. Specific Terms of Reference.

To carry out a National Customer Satisfaction Survey in order to:-

• Establish satisfaction level of the various customers of the Government of Kenya.
• Identify main factors that in«uence customer satisfaction levels in the Government.
• Demonstrate the extent to which the factors identified influence customer satisfaction.
• Establish customer satisfaction index for government services
• Establish the level of understanding and use of the Citizen Service Delivery Charters.
• Identify areas of service that do not meet the expectations of Government customers.
• Identify actions to sustain and enhance customer satisfaction levels.
• Determine the level to which Performance Contracts targets are cascaded to departments and institutions.
• Come up with appropriate action plan/ recommendations for addressing the emerging issues from the study and therefore raise customer satisfaction levels.
• Incorporate any speci«c questions and text provided by PSR&PC.

3. Expected Outputs

1. A customer Satisfaction baseline Survey Report.
2. A Customer Satisfaction Survey Matrix outlining the -ndings for each of the tested variables.
3. A PowerPoint presentation of the Customer Survey Report.
4. Soft copies of the database and charts of the study.
5. Four (4) bound hard copies and a soft copy of the final report and soft copies of the reports in numbers (2 and 3) above, in a format and context acceptable to PSR&PC.

Interested consultancy firms may obtain more information from Request for Proposals
document after the payment of Kshs. 3,000 to the cash office in the Office of the Prime Minster, Treasury Building, Ground floor. Request for Proposal documents are available in procurement office of Public Sector Reforms and Performance Contracting located in
KICC 16th floor room 1603 during working hours from 8:00 hours to 17:00 hours.

Request for proposal clearly marked "Request for proposal to undertake a nationwide customer satisfaction survey" should be delivered to the address below or be deposited in the Tender Box on 16th floor, KICC not later than Monday 23rd March 2009 at 9.00a.m.

The Permanent Secretary
Public Sector Reforms and Performance Contracting
P.O. Box 30050-00100
NAIROBI
Tel 020-2227411 Ext 22491 / 22180
Fax: 020-343151
Email: ps @ psrpc.go.ke