Invitation for proposal for Provision of Consultancy Service for Carrying out Mystery Client Survey to Assess the Quality of Service and Customer Experience Across Various Health Activities. (RFP/MST/29/2024)

Date: 26/09/2024

Dear Sir/Madam,

Re: Invitation for proposal for Provision of Consultancy Service for Carrying
out Mystery Client Survey to Assess the Quality of Service and Customer
Experience Across Various Health Activities. (RFP/MST/29/2024)

Marie Stopes Tanzania (MST) is a registered Non-Governmental Organization providing Integrated Reproductive and HIV health services country wide. Established in 1989 under Marie Stopes International, MST operates 9 health facilities and 40 outreach teams.

MST hereby invites your company to submit your proposal for Provision of Consultancy Services to perform Mystery Client Survey.

1.To enable you to submit your proposal, attached are:
Section 1. This Letter of Invitation
Section 2. Instructions to Offerors
Annex I. Terms of Reference (ToRs)

2. You are hereby invited to submit your Technical and Financial Proposal in hard copy to this address: The Country Director, Marie Stopes Tanzania, Plot no. 421/422 Mwenge, Kijitonyama Area, P.O. Box 7072, Dar es Salaam and marked RFP. No MST/29/2024. Provision of Consultancy services for carrying out Mystery Client Survey to assess the quality of service and customer experience across various health activities.
3. Your proposal must be submitted before or not later than 4th October 2024 at 16:00Hrs.
4. Should you require further clarifications, kindly communicate with the contact person identified in the Instruction to Offerors (Section 2).

Marie Stopes Tanzania look forward to receiving your Proposal and thank you in advance for your interest in Marie Stopes Tanzania procurement opportunities.

Yours sincerely,
Herman Msagamasi.
Procurement &Fleet Manager.
Phone No. +255762837108
Email: [email protected]

NOTE:
MST has a zero-tolerance policy towards corruption, bribery, or fraud. If any of our staff ask for kickback and/ or commission, please report the incident to Finance Director [email protected] or Country Director Email: [email protected] Any report received will be investigated by MST and we will ensure confidentiality of the person/firm reporting and such incident.

MST takes a zero-tolerance approach to any unethical/illegal behavior/acts including terrorism, money laundering, modern slavery sexual harassment and any safeguarding issues. MST will not work with suppliers who themselves, or through contractors, subcontractors, or other agents, engage in any of these behavior/acts.

SECTION 2

INSTRUCTION TO OFFERORS

INTRODUCTION

1. General
   a) Marie Stopes Tanzania invites proposals from Consultants for Provision of Consultancy Service to perform Mystery Client Survey.
   b) The duration of the assignment shall be within four months.
   c) Offerors must strictly adhere to all the requirements of this RFP. No changes, substitutions or other alterations to the rules and provisions stipulated in this RFP may be made or assumed unless it is instructed or approved in writing by Marie Stopes Tanzania in the form of a supplementary note to the RFP.
   d) Submission of a proposal will be deemed as an acknowledgement by the Offeror that all obligations stipulated by this RFP will be met and, unless specified otherwise, the Offeror has read, understood, and agreed to all the instructions in this RFP.
   e) Marie Stopes Tanzania is under no obligation to award a contract to any Offeror as a result of this RFP.
   f) Marie Stopes Tanzania implements a policy of zero tolerance on proscribed practices, including fraud, corruption, collusion, and any other unethical practices.
   Marie Stopes Tanzania is committed to preventing, identifying, and addressing all acts of fraud and corrupt practices.
   g) Utmost confidentiality is expected from all Bidders. Bidders shall not disclose any information relating to Marie Stopes Tanzania to any other party without the prior written consent of Marie Stopes Tanzania.

SOLICITATION DOCUMENTS

2. Clarification of solicitation documents
   a) The Offerors are expected to examine all corresponding instructions, terms and specifications contained in the solicitation documents. Failure to comply with these documents will be at the Offeror’s risk and may affect the evaluation of the Proposal/Bid.
   b) A prospective Offeror requiring any clarification of the solicitation documents may contact Marie Stopes Tanzania, in writing via email. Marie Stopes Tanzania shall respond in writing to any request for clarification of the solicitation documents prior to the deadline for the submission of Proposals/ Bids. Clarification may be sought in writing via email to [email protected];

In case of any further Queries or clarifications shall be directed to
Procurement & Fleet Manager
Marie Stopes Tanzania
Plot No. 421/422, Mwenge/Kijitonyama
P.O. Box 7072, Dar es Salaam
E-mail: [email protected]
Mobile phone: +255 762837108

c) Marie Stopes Tanzania shall respond in writing via email and will electronically transmit copies of the response (including an explanation of the query but without identifying the source of inquiry) to all Offerors who have provided confirmation of their intention to submit a Proposal / Bid.
d) Marie Stopes Tanzania shall endeavor to provide responses to the requests for clarifications in an expeditious manner, but any delay in such response will not cause an obligation on the part of Marie Stopes Tanzania to extend the submission date of the Proposal, unless Marie Stopes Tanzania deem that such an extension is justified and necessary.

3. Amendment of solicitation documents
   At any time prior to the deadline for submission of Proposals, Marie Stopes Tanzania may, for any reason, whether at their own initiative or in response to a clarification request, modify the solicitation documents by amendment.
   To allow prospective Offerors reasonable time to take the amendments into account in preparing their offers, MST may, at their own discretion, extend the deadline for the submission of Proposals.

PREPARATION OF THE PROPOSALS

4. Language of the Proposal
   The Proposals and all correspondence and documents relating to the Proposal exchanged by the Offerors and MST shall be written in English.
5. Documents comprising the proposal
   a) Technical Proposal, including supporting documentation to demonstrate that the Offeror meets all requirements.
   b) Financial Proposal: indicating the prices/rates.
   c) Filled and duly signed Supplier Questionnaire for due diligence checking: See annex II
6. The Technical part of the Proposal
   Individual consultants or firms must submit the following documents/information to demonstrate their interest and qualifications.
   . Technical proposal excluding attachments.
   . Statement on understanding of the terms of reference.
   . Brief description of the methodological approach to execute the assessment including, sample design, data analysis plan, and a detailed work plan.
   . Records of experience in similar projects/assignments and concrete outputs produced.
   . Description of how the consultant(s) meets the minimum qualifications and specified criteria (detailed CVs should be attached as appendices)
7. Financial Proposal
   Financial proposal clearly indicating the applicable rates, applicable levies, taxes, and duties. These should be quoted in Tanzania Shillings. And all stated in section 14(c)
   This is to be submitted in a hard copy to this address The Country Director, Marie Stopes Tanzania, Plot no. 421/422 Mwenge, Kijitonyama Area, P.O. Box 7072, Dar es Salaam
8. Format and signing of Proposals
   a) The Offeror shall prepare and submit Technical and financial proposal as appropriate. The Proposal shall be signed by a person or persons duly authorized to bind the Offeror to the contract.

SUBMISSION AND OPENING OF PROPOSALS

9. Sealing and labelling of Proposals
   a) The Offerors should submit their Proposals in hard copies as instructed below:
   i) Offers comprising Technical Proposal and Financial Proposal, in hard copy should reach the following address The Country Director, Marie Stopes Tanzania, Plot no. 421/422 Mwenge, Kijitonyama Area, P.O. Box 7072, Dar es Salaam no later than 4th October 2024 at 16:00Hrs.
10. Deadline for submission of Proposals
    Proposals must be received by MST at the address specified under Clause 9 before or not later than 4th October 2024 at 16:00Hrs. MST may, at their own discretion, extend the deadline for the submission of Proposals by amending the solicitation documents in accordance with specifications under Clause 3, in which case all rights and obligations of MST and Offerors previously subject to the deadline will thereafter be subject to the deadline as extended.
11. Late Proposals
    Any Proposal / Bid received by MST after the deadline for submission of Proposals/ Bids will be rejected.

OPENING AND EVALUATION OF PROPOSALS

12. Opening of Proposals / Bids
    a) MST shall open the Proposals in accordance with their internal procedures
    b) No Proposal/ Bid shall be rejected at the opening stage, except for late submission, for which the Proposal shall not be Open.
13. Preliminary examination
    MST shall examine the Proposals / Bids to determine whether they are complete with respect to minimum documentary requirements (as per Mandatory Criteria in section 14 below), whether the documents have been properly signed, and whether the Proposals are generally in order, among other indicators that may be used at this stage. MST may reject any Proposal Bid at this stage.
14. Evaluation and comparison of Proposals
    a) The evaluation committee shall review and evaluate the technical proposals based on their responsiveness to the documentation provided.
    b) The financial proposal evaluation shall be based on the applicable rates, applicable levies, taxes, and duties.
    c) A three-stage procedure will be followed to evaluate the Proposals / Bids. Firstly, the preliminary evaluation. Non-compliance with any of mandatory criteria will exclude the Offeror from further participation in the evaluation process.
    Proposals / Bids meeting the mandatory criteria will continue to be evaluated in the next stage, which is the evaluation of the technical Proposal.
    Offerors that pass the technical evaluation will continue to be evaluated in the last stage, which is the evaluation of the financial Proposal.

d) Preliminary Evaluation:
To be evaluated bidders MUST attach the following documents to its Bid Document; these are MANDATORY, which will be used as preliminary evaluation.
 Company profile
 Certificate of incorporation
 TIN Certificate
 VAT registration Certificate (if applicable)
 Valid Tax clearance certificate
 Valid Business Licence
 Filling supplier Questionnaire form attached herewith as Annex II
MST shall examine the Proposals / Bids to determine whether they are complete with respect to minimum documentary requirements, whether the documents have been properly signed, and whether the Proposals are generally in order, among other indicators that may be used at this stage. MST may reject any Proposal Bid at this stage if does not meet the minimum documentary requirement.

e. Detailed Evaluation

A. Technical Criteria (70%)
In the context of this tender, MST set evaluation criteria essential to ensure that the selected Bidder can meet the needs of the organization efficiently and effectively.
Bidder should carefully read, and state and provide details in complying with all criteria and submit/attach all supporting evidence/document on how will meet those criteria.

To determine the Bids offering the best value for money, that is the best price to quality ratio, MST will consider the following Evaluation criteria.

1. Understanding of Scope and Objectives (10%)

• Statement of understanding the terms of reference (TORs).
• Clarity and Comprehension
• Clear understanding of the project scope, objectives, and expected outcomes.
• Clarity and completeness of the project plan:
• The technical proposal detailing how this assignment will be delivered; clearly
  indicating the approach and methodology including the timeline.

2. Records on experience in similar projects/assignments and concrete outputs produced (Evidence of previous experience of similar work and outputs with references). Provide at least 5 reputable organizations provided with similar services. Include contact details (phone number and email for references). Experience working with NGOs and/or international organizations is an added advantage. (20%)

MST shall further evaluate.

• References and Past Performance
• Client References: Positive references from previous clients, particularly those from similar assignments.
• Performance Record: Evidence of successful completion of similar projects on time using the below format.

3. Technical Expertise and Experience (15%)

• Proven experience with health research in Tanzania
• Demonstrated experience in conducting mystery client surveys or similar evaluations within the health sector.
• Specific experience with sexual and reproductive health services. Strong supporter of the cause of family planning and a woman’s right to safe abortion (Pro-choice)
• Methodological Approach: Brief description of the methodological approach to execute the consultancy assignment.
• Detailed and robust methodology for conducting the survey.
• Use of innovative data collection and analysis techniques.
• Experience in monitoring and evaluation works
• Experience in research and strategic planning through implementation and evaluation
• Ability to present complex information to non-technical persons in an accessible and engaging manner.
• Solutions-focused with the ability to work effectively within a global organization.
• Analytical and forward-thinking with the ability to identify opportunities.
• Strong interpersonal skills to deliver highly valued technical assistance.
• Innate flexibility and ability to cope with shifting priorities.
• Available to travel extensively.

3. Qualifications and experience of the proposed team members (10%):
   Description of how the consultant(s) meets the minimum qualifications (summarized CVs for the lead consultant and team covering all technical specialties required. The detailed CVs should be attached as appendices).
   MST Shall evaluate.

• Qualifications of Team Members: Professional knowledge and skills such as degree/master’s in research, biostatistics, statistics, epidemiology etc.
• Professional Qualifications
• Relevant academic and professional qualifications of key team members.
• Relevant Experience
• Previous experience in conducting similar surveys.
• Local Knowledge
• Understanding of the local context, including cultural and socio-economic factors affecting the survey.

4. Data Management and Confidentiality (5%)

• Data Collection Tools:
  a. Appropriateness and reliability of proposed data collection tools.
  b. Data Security
  c. Measures to ensure confidentiality and security of data.
• Data Analysis
  a. Robust methods for data analysis and interpretation.

5. Compliance and Ethical Considerations (5%):

• Consultancy should clearly state the understanding and how will comply with local laws and regulations related to health surveys.
• Understanding on Ethical Standards:
• Adherence to ethical standards and guidelines in conducting surveys.
• Local Regulations

6. Report and Recommendations (5%)

• Proposed Reporting Format
• Quality and clarity of proposed reporting format.
• Actionable Recommendations
• Ability to provide practical and actionable recommendations based on survey findings.

B. Financial Criteria (30%)
MST shall assess the financial proposal on;
. Budget Justification: Detailed budget breakdown justifying the cost of consultancy.

• Provide detailed budget for each budget item and key activities including but not limited to data processing and collection, mystery client costs and travels.
• Specify proposed total number of working days, daily rates, other related charges, and total charges in breakdowns and include budget justification.
• Applicable rates, applicable levies, taxes, and duties.

. Value for Money: MST shall assess whether proposed costs provide good value for the expected quality of work.
. Adequacy of the proposed budget

15. Clarification of Proposals
    a) To assist in the examination, evaluation and comparison of Proposals, MST may, at their discretion, ask any Offeror for a clarification of the Proposal.
    b) MST’s request for clarification and the response will be in writing. Notwithstanding the written communication, no change in the prices or substance of the Proposal will
    be sought, offered, or permitted, except to provide clarification, and confirm the correction of any arithmetic errors discovered by MST in the evaluation of the Proposals.
    c) Any unsolicited clarification submitted by an Offeror in respect to the Proposal, which is not a response to a request by MST, will not be considered during the review and evaluation of the Proposals.
16. Responsiveness of Proposal
    a) MST’s determination of the responsiveness of a Proposal will be based on the
    contents of the Proposal itself.
    b) A substantially responsive Proposal is one that conforms to all the terms, conditions, and other requirements of the RFP without material deviation, reservation, or omission.
    c) If a Proposal / Bid is not substantially responsive, it shall be rejected by MST and may not subsequently be made responsive by the Proposer by correction of the material deviation, reservation, or omission.
17. Nonconformities, reparable errors, and omissions
    a) Provided that a Proposal is substantially responsive, MST may waive any nonconformities or omissions in the Proposal that, in the opinion of MST, do not constitute a material deviation.
    b) Provided that a Proposal is substantially responsive, MST may request the Offeror to submit necessary information or documentation, within a reasonable period, to rectify nonmaterial nonconformities or omissions in the Proposal related to documentation requirements. Such omission shall not be related to any aspect of the price of the Proposal. Failure of the Offeror to comply with the request may result in the rejection of the Proposal.
    c) Provided that a Proposal is substantially responsive, MST shall correct arithmetical errors as follows:
    i. If there is a discrepancy between the unit price and the line-item total that is obtained by multiplying the unit price by the quantity, the unit price shall prevail, and the line-item total shall be corrected.
    ii. If there is an error in a total corresponding to the addition or subtraction of subtotals, the subtotals shall prevail, and the total shall be corrected.
    iii. If the Offeror does not accept the correction of errors made by MST, the Proposal will be rejected as non-responsive.

AWARD OF CONTRACT

18. Award criteria
    a) MST reserves the right to accept or reject any Proposal, to render any or all of the Proposals as non-responsive, and to reject all Proposals at any time prior to award of contract, without incurring any liability, or obligation to inform the affected Proposer(s) of the grounds for MST’s action. Furthermore, MST shall not be obliged to award the contract to the lowest price offer.

ANNEX 1: TERMS OF REFERENCE (TOR)

MYSTERY CLIENT SURVEY MARIE STOPES TANZANIA

1.0 BACKGROUND INFORMATION

Marie Stopes Tanzania provides family planning (FP) and sexual reproductive health (SRH) services through its main service delivery channels (centers and outreach) throughout the country. Currently, MST has 9 static clinics (centers) and one maternity hospital that operates in eight regions of Tanzania, in big cities and towns mainly to provide Marie Stopes International (MSI) core services, which are FP together with general medical services like laboratory tests and malaria diagnosis.

MST delivers free integrated FP services (Injectables, pills, implants, intra-uterine device [IUD], male and female sterilization) and management of other SHRH services through 44 outreach teams, 43 Embedded nurses, and 243 PSS which operates in all 27 regions of Tanzania mainland, mainly in rural remote areas. With some of the regions having more than one outreach team. Other teams operate in more than one
region when required.

The quality of services provided ultimately affects the outcomes of Marie Stopes International (MSI) programs. Activities and services that are of poor quality and not delivered according to minimum standards will have suboptimal results even if they do have high coverage. Monitoring the quality of MST services is an integral part of our service delivery channels to ensure MST is delivering the best services possible, not harmful, and on track to improve program outcomes and to increase uptake of SRH service and other services offered.

To ensure the quality of its services and high satisfaction to clients, MST employs several routine quality assessment tools including client exit interviews (CEIs) for understanding client experience and satisfaction, quality technical assessments (QTA) for assessing technical competence, and mystery client surveys (MCS) for evaluation of provider competence and attitudes when they are not being supervised.

2.0 ABOUT MYSTERY CLIENT SURVEY
Marie Stopes Tanzania is seeking to conduct a Mystery Client Survey to assess the quality of service and customer experience across various health activities. Thesurvey aims to obtain unbiased feedback from anonymous customers, enabling MST to identify strengths, weaknesses, and areas for improvement in service delivery. The insights gained from this survey are crucial in improving the overall quality of care, enhancing customer satisfaction, optimizing service delivery, and ensuring consistent service standards across all service delivery channels/outlets.

A mystery client survey (MCS) – also known as a simulated patient study – involves trained persons (usually community members) who visit a health facility acting as clients, without the facility staff or service provider knowing that they are involved in a monitoring activity. This is intended to capture the actual practice of MSI staff, given that prior knowledge of an evaluation may lead staff to alter their usual practice. The MCS allows country programs to gauge how providers perform when they are not being supervised or knowingly observed.

As part of adherence to ethics, mystery clients cannot undergo any type of invasive medical examination or procedure during their visit. Doing so could unnecessarily place them at risk of harm, given that they may not have a medical reason to justify an invasive test or procedure. Thus, the MCS method is not used to collect information on medical procedures or exams. Instead, the MCS is being conducted
periodically to monitor the quality of consultations from a client’s perspective. Specifically monitoring the attitudes and friendliness of service providers, pricing of services, cleanliness of facility, quickness of service provision, and opening and closing times of centers and outreach teams.

Marie Stopes Tanzania (MST) seeks to engage a qualified individual consultancy or firm to conduct a Mystery Client Survey aimed at assessing the quality of service and customer experience across its various health activities.

3.0 GENERAL OBJECTIVES

MCS is conducted in all MST service delivery channels. The data generated from the MCS answers the following important objectives.
. Evaluate the level of customer service provided by our staff at different service delivery channels.
. Assess the overall customer experience during various touchpoints, including inquiries, transactions, and issue resolution.
. Identify areas of improvement and potential gaps in service delivery to enhance customer satisfaction.
. Measure the consistency of service standards across different branches and identify best practices.
. Gather actionable feedback to inform training and development programs for staff.

4.0 SPECIFIC OBJECTIVES
. To assess staff and service providers’ attitudes towards clients, customer care, empathy, respect shown to clients, and confidentiality.
. To assess service providers’ performance in providing information and counseling to clients.
. To assess the health facility environment in which services are being provided, including cleanliness, waiting areas/ sitting arrangements, and privacy.
. To assess the visibility of services, price lists, directions signposts, and payment procedures.

5.0 METHODOLOGY
A cross-sectional descriptive study design employing a quantitative method of data collection will be used to gather information about situations in which services are delivered across all channels- centers, and outreach.
Mystery client’s (MC) questionnaire is designed to capture the MC’s experience on his/her observations using YES/NO response options and provide short sentences based on their responses.

. Mystery clients visit MSI service delivery channel locations without revealing their identity.
. Engaging in interactions with staff and evaluating customer service delivery based on predefined criteria/scenarios.
. Using a standardized questionnaire to capture feedback and rating scores during the mystery visits.

6.0 SAMPLING AND DATA COLLECTION
All service delivery channels will be included in the sample. Teams that operated in the year 2023 will be included in the sample i.e., 40 OR teams, 43 ENs, 148 PSS, 8 canters, and one maternity hospital. It is expected that MCS should cover no less than 50% of sites for all channels except for MST canters in which all canters will be included. The sampling within the channel is expected to be able to accommodate
donors and models within the channel and should consider the client visits per channel. Average client visits per month and day per channel are summarized in the annex attached.

7.0 SCOPE OF WORK
The scope of the Mystery Client Survey will include the following:
. Defining key service touchpoints and customer journeys for evaluation.
. Developing detailed evaluation criteria based on service standards and organizational objectives.
. Designing a suitable questionnaire for the mystery clients to assess service quality and customer experience.
. Develop full study protocol for submission to ethics review.
. Obtaining ethical clearance
. Recruiting and training mystery clients who will anonymously visit selected business locations and evaluate the services.
. Conducting mystery visits at various branches on predetermined dates and times.
. Capturing and documenting the mystery clients’ experiences and feedback through standardized reporting forms.
. Analyzing survey results to identify patterns, trends, and areas for improvement.
. Preparing a comprehensive report with findings, insights, and actionable recommendations
. Present results to MST management

8.0 DELIVERABLES
The consultant conducting the Mystery Client Survey is expected to deliver the following.
. A detailed project plan outlining the methodology, timeline, and responsibilities.
. A comprehensive questionnaire to be used by mystery clients during their visits.
. Field report
. A report summarizing the findings, including strengths, weaknesses, and actionable recommendations for improvement.
. A presentation of survey results to MST.

9.0 TIMELINE

10.0 ASSIGNMENT PERIOD
The assignment shall be carried to be done from September -December 2024 for a period of three months

11.0 Payment Terms
Payment will be as per agreed rates based on the submitted proposal. The consultant will need to submit invoices to MST which will be paid based on agreed deliverables as will be stipulated in the contract.

12.0 Administrative arrangements
. The consultant will arrange their travel and accommodation.
. The consultant is responsible for meals and other incidental expenses whilst on travel, and these will not be reimbursed by MST.
. The consultant will provide his/ her computer and other office arrangements.

13.0 Documentation and sharing
The consultant commits to:
. Maintaining all key records and documentation in an up-to-date, comprehensive, accessible, and organized way, such that 100% of activities reported under the program can be verified by a third party.
. Retaining the above documentation for the duration of program implementation and seven years after the formal project end date, as per donor requirements. The partner is responsible for ensuring the
safety, confidentiality, and integrity of this program documentation for this entire period.
. Making this documentation available to MST within 48 hours of their request

14.0 Key relationship
Relationship with MST
. The consultant will report to the MST RME Lead on a day-to-day basis and to other members of the RME team as directed.

15.0 Submission of technical and financial proposal
Interested individual consultants or firms must submit the following documents/information to demonstrate their interest and qualifications.
. Technical proposal excluding attachments.
. Statement on understanding of the terms of reference.
. Brief description of the methodological approach to execute the assessment including, sample design, data analysis plan, and a detailed work plan.
. Records of experience in similar projects/assignments and concrete outputs produced.
. Description of how the consultant(s) meets the minimum qualifications
and specified criteria (detailed CVs should be attached as appendices)

16.0 Financial proposal
. Provide a detailed budget for each budget item and key activities including data processing and collection, mystery client costs, and travels.
. Specify the proposed total number of working days, daily rates, other related charges, and total charges in breakdowns and include budget justification.

17.0 Logistical support and procedures
. Day-to-day support will be available to the consultant through the RME lead.
It is expected that the consultant resource their data collection equipment if required including tablets/computers. MST will provide detailed description of the project.

18.0 Required profile of consultant.
. Professional knowledge and skills such as degree/master’s in research, biostatistics, statistics, epidemiology etc.
. Proven experience with health research in Tanzania
. Experience in monitoring and evaluation works
. Experience in research and strategic planning through implementation and evaluation
. Ability to present complex information to non-technical persons in an accessible and engaging manner.
. Strong supporter of the cause of family planning and a woman’s right
to safe abortion (Pro-choice)
. Solutions-focused with the ability to work effectively within a global organization.
. Analytical and forward-thinking with the ability to identify opportunities.
. Strong interpersonal skills to deliver highly valued technical assistance.
. Innate flexibility and ability to cope with shifting priorities.
. Available to travel extensively.

Annex II

Supplier Questionnaire

This MST supplier questionnaire is to be completed by all suppliers wishing to supply goods, services or works to MST.

Fraud and Bribery, Terrorism and Money Laundering, Modern Slavery: MST takes a zero tolerance approach to fraud and bribery, terrorism and money laundering as well as modern slavery and any unethical behaviour, including sexual harassment and any safeguarding issues, and will not work with suppliers who themselves, or through contractors, subcontractors or other agents, engage in fraud
or bribery or provide resources or support to anyone associated with terrorism or money laundering, or who engage in or who have past convictions for slavery, breach of human rights or unethical treatment of staff.

MST’s Business Partner’s Code of Conduct

1. Introduction
   Marie Stopes Tanzania (MST), a local Non-Governmental Organization, is a social enterprise and a leading provider of family planning, sexual and reproductive health care and allied services. MST is a partner of the Government of Tanzania and a member of the Marie Stopes International (MSI) Global Partnership, which operates in over 37 countries worldwide. MST’s mission is that all women and men in Tanzania will have “Children by Choice, Not Chance”.

MST expects its Business Partners to share its ethical business principles, as set out in this Code, and to promote these principles to their suppliers, sub-contractors and business partners. A Business Partner’s approach to these principles is an important factor in MST’s selection and evaluation process, and acceptance of the Code is a pre-requisite in MST’s contracts with Business Partners. MST reserves the right to verify compliance with this Code by asking Business Partners to provide relevant information and also by conducting audits and reviews.

Where breaches of the Code are identified and/or persist, MST will consider termination of the business relationship with the partner concerned.

Business integrity
Compliance with laws and regulations
Business Partners will comply with all relevant laws, regulations, standards and any applicable Local and International Trade (including import and export/reexport controls) and economic laws and regulations, including tax, in the countries in which they operate and hold all licences necessary to operate their business. Where the applicable laws and Code address the same subject and are not in conflict, the
highest standard will apply. Should any Code requirement conflict with applicable laws, the highest standards consistent with applicable local laws will apply.

Anti-corruption
Business Partners shall not take any action to violate, or cause their business partners to violate, applicable anti-bribery laws. They shall not engage in or tolerate any form of corruption, bribery, extortion or embezzlement. In particular, they must not promise, offer, authorise, give or accept anything of value, either directly or indirectly through intermediaries, in order to obtain or retain a business or other
advantage from a third party, whether public or private.

Conflict of interests
Business Partners must avoid conflicts of interest. They shall not enter into a relationship with an MST trustee, director, employee or contractor which could lead such trustee, director, employee or contractor to make a decision that would not be in MST’s best interest. Business Partners are expected to disclose to MST any situation that may appear as a conflict of interest, including any situation where a person working for MST, or any close relation of such person, has an interest in the Business Partner’s business or any kind of economic tie with the Supplier.

Political Contributions and Unauthorised Lobbying
Business Partners are not authorised to make any type of political contribution or charitable donations on behalf of MST. Business Partners are not authorised to undertake any type of lobbying or other similar representative efforts on behalf of MST before any kind of government entity, official, body or representative without the express consent of MST.

Protection of Third Party Rights, Confidential Information and Privacy
Business Partners must safeguard and make only appropriate use of confidential information of their business partners, and shall ensure that valid intellectual property rights are protected. Business Partners must ensure that they manage personal data in line with applicable laws relating to data privacy and data
protection.

Anti-Money Laundering and Anti-Terrorism
Business Partners must comply with the financial crime, anti-money laundering and anti-terrorism laws in all jurisdictions where they carry out their business activities.
Business Partners shall not accept, facilitate or support money laundering. Business partners will conduct business only with reputable parties that are engaged in legitimate business activities, with funds derived from legitimate sources. Business partners must not accept funds known to be derived from illegal
activities, or engage in any business or other arrangement with any party that is or may be involved with, or supports, terrorism. Business Partners shall not have dealings with any party that is on any US or UK government, or UN, terrorist list, or subject to international economic sanctions.

Human rights and working conditions
Forced Labour
Business Partners shall prohibit any use of forced, bonded, indentured labour or involuntary prison labour. All work shall be voluntary, and workers shall be free to leave work or terminate their employment with reasonable notice. Business Partners shall not request that workers hand over government issued identification, passports or work permits as a condition of employment.

Child Labor
Business Partners shall work against all forms of child labor. Business Partners must not employ children below the minimum age of employment or the age for completing compulsory education in the applicable country, whichever is the higher.
Business Partners must not employ any young workers under the age of 18 to perform any work that is likely to be hazardous or harmful to their health and safety.

Non-discrimination
Business Partners shall not practice any form of discrimination in hiring and employment practices including access to training, promotions and rewards on the grounds of race, color, caste, national origin, religion, age, disability, gender, marital status, sexual orientation, union membership or political affiliation.

Fair Treatment
Business Partners shall create and maintain an environment that treats all workers with dignity and respect and shall not use any physical abuse, verbal abuse, or sexual or other harassment, or the threat of any of the aforesaid. No harsh or inhumane treatment, coercion or corporal punishment of any kind, or the threat of any of the aforesaid, shall be tolerated.

Wages and Benefits
Business Partners must pay all workers at least the minimum wage required by applicable laws and regulations and provide all legally mandated benefit

Working Hours
Working hours, including overtime hours, shall comply with all applicable laws or recognized industry standards.

Health and Safety
Business Partners shall provide a safe and hygienic working environment for workers. Adequate steps shall be taken to prevent accidents and injury to health arising out of workplace hazards. Where Business Partners provide housing to workers, it shall be clean and safe, and meet the living and safety conditions
standard to the country and area.

Environmental responsibility
Business partners shall comply with applicable environmental legislation and international standards, including obtaining all required environmental permits and registrations that apply to their business activities. If environmental legislation is not evident or enforced, Business Partners shall adopt responsible practices for managing and, wherever possible, reducing their environmental impact, including
optimizing the consumption of natural resources and minimizing the release of harmful discharges to the environment.

Commitment
Business Partners are encouraged to fulfil the expectations set forth in this Code by allocating appropriate resources.

Monitoring System
Business Partners shall have adequate systems and controls in place to ensure compliance with these standards or equivalent standards. Business Partners’ systems and controls shall also apply to any sub-contractors, suppliers and business partners they work with, who are directly or indirectly connected with
providing goods and services to MST.

Consequences in Case of Violations
Business Partners shall address any violations of these standards or equivalent standards that come to their knowledge and take appropriate action. Depending on the severity of the violation, appropriate action could be a request for corrective measures, disciplinary actions or termination of contract with the relevant party.

Reporting
Business Partners are required to promptly report any suspected or known violations of this Code. Alternatively, the concerns can be directed in confidence via email to [email protected].
MST will not tolerate retaliation against any person who is trying to do the right thing by raising a concern. A person who makes a good faith report about potential misconduct who experiences retaliation or other adverse action for raising a concern should report this immediately via the channels identified

Signed:……………………………………………………………….…….. Name:……………………………….

Position:…………………………………………………………………….. Date:………………………………..