CCK Consultancy Services to Carry out Customer Satisfaction and Perception Surveys

Expression of Interest

Consultancy Services to Carry out Customer Satisfaction and Perception Surveys

The Communications Commission of Kenya (CCK) is the regulatory authority for the ICT industry in Kenya with responsibilities in telecommunications, e-commerce, broadcasting and postal/courier services.
CCK is also responsible for protecting the rights of ICT consumers and for managing the country’s numbering and frequency spectrum resources.

CCK wishes to invite interested consultancy firms to undertake the following surveys:

a) Expression of Interest for a Customer Satisfaction and Baseline Survey on Access to Efficient and Quality Public Services – CCK/PROC/EOI/09/2013-2014
CCK has in place external and internal service charters that set out commitments on standards of service offered to clients. 
CCK is also mandated to protect consumers of communication services by ensuring that users of ICT services throughout Kenya enjoy high quality services at competitive prices and that their concerns, whenever they arise, are dealt with in a satisfactory manner. 
To evaluate whether ICT consumers are happy with the services offered by the Commission and its licensees, CCK would like to procure consultancy services to carry out a Customer Satisfaction and Baseline Survey on the Access to Efficient and Quality Public Services.
The research shall entail determining the Customer Satisfaction Indices for both the external and internal customers and determining the proportion of the population currently accessing efficient and quality public service. 
The study shall. also involve developing a tool that will enable CCK to track the implementation of customer satisfaction recommendations on a quarterly basis.
b) Expression of Interest for a Perception and Baseline Survey on the Proportion of the Population accessing Information on CCK and its Services – CCK/PROC/EOI/10/2013-2014

CCK has over the years carried out a number of publicity and consumer awareness campaigns aimed at enhancing its visibility, and educating ICT consumers on their rights and responsibilities. In addition, CCK has been receiving media coverage on its key regulatory initiatives and activities.
CCK, therefore, wishes to carry out a perception survey to determine the level of stakeholder awareness of the CCK brand, its mandate and activities. 
The survey shall seek to determine stakeholders’ views, opinions, attitudes and perceptions of CCK, and its regulatory initiatives and activities. Further, the survey will evaluate brand recognition and
awareness of COK and the brand attributes. 
The consultant shall also evaluate the effectiveness of the upcoming rebrand media campaign, which will be carried out to sensitize the public and stakeholders on the change of name to the Communications Authority of Kenya (CAK). 
Lastly, the Survey shall obtain baseline information on the proportion of the population accessing information on the Commission and its activities.
The EOI documents for each of the above EOIs must be accompanied by copies and/or information of the following:
1. Company profile [company history, contacts, services, affiliations)
2. A valid KRA tax compliance certificate
3. Two copies of the Expression of Interest (FOI) documents (Original and a copy)
4. Details of at least three (3) similar consultancy services the firm has undertaken in the past three (3) years
5. Reference letters from the three (3) organizations mentioned in 4 above
6. Demonstration of financial capability in carrying out the consultancy work by attaching certified copies of the firms audited accounts for the last three (3) years (i.e. 2010, 201 1, and 2012); and
7. Proposed methodology, plan, and schedule of implementation of the services.
Expression of Interest (EOI) documents should be submitted in plain sealed envelopes, bearing the relevant tender reference number and item description, and deposited in the CCKs tender box situated on the ground floor of CCK Centre, Waiyaki Way, and addressed as shown below so as to reach CCK on or before 12th February 2014 at 2.30 p.m.

Tender Committee
Communications Commission of Kenya (CCK)
P.O. Box 14448, 
Nairobi 00800

Tel: +254 1020) 4242000

Mobile: +254 703-042000

+254736 121515/121414



Bids for each of the above tenders shall be opened soon thereafter at the Commission’s 1st floor
meeting room in the presence of the bidders representative(s) who choose to attend.

Communications Commission of Kenya

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