# USSD Consultant

> VillageReach · Lilongwe, Malawi · Contract · Posted 2026-05-20

**Workplace:** on_site

**Department:** Malawi

## Description

**Terms of Reference (TOR): USSD Consultant**

**1\. Background**

VillageReach is implementing the CHOICE Project (2025‑2028) funded by Global Affairs Canada and Oxfam Canada (CAG)in Malawi. As part of the Digital Innovation component, a USSD module is required to reach feature‑phone users with no internet access in Balaka and Lilongwe, Malawi. An existing short code (54747) is available.

**2\. Scope of Work**

Consultant will design, deploy, and manage a low‑literacy‑friendly USSD menu that provides SRHR information and a feedback reporting mechanism, using the existing CCPF short code (54747). The system will operate for 24 months following go‑live.

**3\. Key responsibilities:**

**a)    Technical Setup (4 weeks from contract signing):**

\-        Configure USSD platform of Consultant’s choice to use short code 54747 (coordinate with TNM and Airtel).

\-        Design two primary menu paths: Information and Feedback.

\-        Each screen ≤182 characters; number‑driven navigation; “99. Main menu” on every screen; max 4 levels deep.

\-        Include referral message: _“For urgent help, dial 54747”_ (no callback required).

**b)    Integration & Data Flow:**

\-        Log every USSD session (start, choices, completion, drop‑off) and push via API to VillageReach’s central data warehouse (endpoints provided).

**c)    Low‑Literacy Design & Testing:**

\-        Apply design rules (no scrolling, repeat main menu, numbers not words).

\-        Conduct user acceptance testing with ≥20 feature‑phone users in Lilongwe and Balaka (VillageReach organises participants; Consultant facilitates testing).

**d)    Ongoing Management & Maintenance (24 months after go‑live):**

\-        Monthly uptime reporting (target ≥99%).

\-        Respond to technical issues within 4 hours during working hours (8am‑5pm Malawi time).

\-        Update menu content as requested (up to 4 updates per 12 months included; additional updates billed separately).

\-        Monitor USSD session logs and provide monthly usage reports (total sessions, completion rates, top menu paths, feedback reports).

\-        Coordinate directly with TNM and Airtel for short code maintenance.

 **4. Task & Due Dates**

1.  **Menu Prototype & Wireframe**  
    Description: Submit USSD menu logic and wireframe/mockup for approval.  
    Due Date: Week 1
2.  **UAT Completion**  
    Description: Complete testing with at least 20 users and refine the menu based on feedback.  
    Due Date: Week 3
3.  **Go Live & Integration**  
    Description: Launch USSD service in Lilongwe and Balaka and ensure the data pipeline is operational.  
    Due Date: Week 4
4.  **Training & Handover**  
    Description: Conduct training for VillageReach on workflow creation and log monitoring, and provide a maintenance guide.  
    Due Date: Week 4
5.  **Monthly Reports**  
    Description: Submit uptime and usage reports.  
    Due Date: Monthly, by the 5th day of the following month
6.  **24-Month Completion Report**  
    Description: Submit final service completion report.  
    Due Date: End of Month 24

## Requirements

5\. **Qualifications & Evaluation Requirements (from the original Terms of Reference)**

   Shortlisted Consultants were required to demonstrate:

\-        Experience deploying USSD in Malawi (familiarity with USSD platforms and mobile operator integration).

\-        Proven ability to design for low‑literacy users.

\-        Experience integrating USSD logs with external data warehouses (REST APIs).

\-        Understanding of SRHR data sensitivity and privacy.

\-        Ability to provide 24 months of ongoing technical support and reporting.

**6\. Application & Evaluation Criteria**

  Consultants submitted technical and financial proposals. Evaluation weighting:

\-        Technical approach & methodology (including wireframe/prototype demo)

\-        Relevant experience & team qualifications

\-        Financial proposal (value for money over 24 months)

\-        Data privacy & security plan

**Applications will be received and reviewed on a rolling basis until Thursday, 28 May 2026, close of business (COB).**

## Apply

[Apply at VillageReach](https://apply.workable.com/villagereachcareers/j/54CC1ED034/apply)

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