Conducting Social Listening and Data Analysis to Inform Health White Paper, Malaysia
OBJECTIVES OF THE ACTIVITY
The purpose of this contract is to provide continuous support to the Ministry of Health (MOH) in Malaysia with online data collection and public sentiment analysis on key topics related to healthcare and the envisioned healthcare reform. The findings will serve to inform both the policy and decision making in the context of the health system reform and the development of the Health White Paper.
BACKGROUND
The Malaysian health care system has demonstrated success in ensuring access to effective health services through the provision of quality and affordable care to the population but there are still imbalances in distribution of facilities and services across the nation. As Malaysia moves forward in its efforts to become a high-income country, further strengthening and reforming the health system would support truly universal health care services and facilitate health system resilience to respond to emerging challenges and opportunities and meet the increasing expectations of the public.
To initiate the reform process, the Ministry of Health is developing a Health White Paper (HWP) in consultation and collaboration with collective agencies and key health stakeholders, which aims to identify and outline issues regarding Malaysia’s health system and offer proposals/recommendations for solutions.
The HWP has considered findings and recommendations from previous health system studies as well as views of stakeholders, including the broader population, through engagement sessions.Strengthening Malaysia's health system through this inclusive‘Whole-of-Government’ and ‘Whole-of-Society’ approach is a crucial part of ensuring that the future policies and the reform itself are evidence-based and reflective of the needs of the population.
WHO Representative office to Malaysia, Brunei Darussalam and Singapore (WCO) has been supporting the MOH with strategic communications, of which establishing trust and two-way communication with all relevant stakeholders and the public has been a key component. Social listening and data analysis is particularly important in providing insights into the opinions and perceptions of the public and stakeholders, in order to understand the key concerns and priorities and support forward-facing strategic planning.
Planned timelines (subject to confirmation)
- Total duration: 5-6 months
- Start date: 1 October 2022
- End date: 15 March 2023
Place of assignment
Remote work (Virtual meeting required with WHO Malaysia Country Office and Ministry of Health on a regular basis)
WORK TO BE PERFORMED
Under the guidance and supervision of the Ministry of Health Malaysia Planning Division and WHO Representative Office for Malaysia, Brunei Darussalam and Singapore, the APW vendor will provide the following deliverables:
- Develop a methodology for data collection with customized taxonomies and topics to capture online conversations related to healthcare and healthcare reform;
- Weekly social listening reports covering public sentiment, prominent topics and conversations, key concerns and questions, rumours and misinformation alerts, and opportunities for intervention in English and Bahasa Melayu language;
- Monthly social listening analysis with key insights on trends pertaining to specific topics within the context of the reform and the proposed solutions of the HWP. This includes capturing fluctuations in opinions and topics among the public, media and key stakeholders, in the long term. The APW partner is expected to regularly present to WHO and MOH and provide further explanations and details if needed;
- Rumours and misinformation alert system and access to repository;
- Access to an online, interactive dashboard with regularly updated data;
CHARACTERISTICS OF THE PROVIDER
Qualifications required
Institution, organization or a company that can provide requested research and analysis of social media data, with staff/employees who have relevant expertise, qualifications and work experience.
Experience required
- • At least five (5) years of experience in analysing social media data to understand trends in online conversations and public sentiments. Proven experience in providing recommendations based on key findings and messaging for strategic communication with target audiences.
- • Previous experience of working with WHO, Ministry of Health and/or other UN agencies or INGOs. Project management and coordination in carrying out surveys.
Skills / Technical skills and knowledge
- • Essential: Data analysis and reporting; Proficiency in social listening data analysis.
- • Desirable: Familiarity with the healthcare system in Malaysia.
Language requirements
Excellent speaking, reading and writing knowledge of English and Bahasa Melayu.
Competencies
- • Producing results
- • Ability to meet deadlines
SUBMISSIONS
Qualified and interested specialists should submit the following documents to the Supply Officer through WP RO UNGM at < wproungm@who.int > by 7 October 2022 (extended)
- • Company Profile {for institutional applications}
- • Technical proposal indicating solution, methodology and timelines, in addition to the below annexes:
- o Annex 2: Confidentiality Undertaking
- o Annex 3: Vendor Information Form
- • Financial proposal
Please use Tender Notice No. WPRO/2022-09/MYS/182163 as subject to all submission. Only successful candidates will be contacted.
Last day of receiving queries for this tender is on 30 September 2022