DRAFT: This module has unpublished changes.

MAMA Monitoring Plan

 

Displayed below is the monitoring plan to be implemented by MAMA Bangladesh’s program and given to the evaluation team for further analysis.  Frequency listed in the table refers to the frequency monitoring activity should be conducted.  Definitions for italicized terms are available following the table.

 

Logic Model Concept

What Measurements?

Data Source

Method of Data Collection

Frequency

Messages delivered

- Number of SMS messages pushed1 by D.Net

- Number of audio messages pushed2 by D.Net

- Number of calls pulled3 from D.Net

- D.Net’s message and call logs

- Extract information from database and record total sum

- Quarterly

Women receiving messages

- Number of mobile phones registered

- D.Net’s registration log

- Extract information from database and record total sum

- Quarterly

- Number of women that report receiving messages twice a week

- Survey responses

- Conduct a short 5-minute phone survey4 by randomly selecting registered numbers

- Monthly

Comprehension of delivered messages

- Feedback from phone survey4

Quality of CHWs trained in registration process

- Feedback from phone survey4

New registrations

- Number of self SMS registrations

- Number of registrations by CHWs

- Number of call center5 assisted registrations compared to target quarterly goal6 of 41,667

- D.Net’s registration log

- Extract information from database and record total sum

- Quarterly

Quality of customer service desk operation

- Meeting minimum 80% standard in quality control checklist7

- Recorded interactions with customer service desk

- Assessment of interactions by applying quality control checklist7

- Monthly

Definitions

 

1 Push: Text messages are sent or ‘pushed’ from DNETs messaging program out to women who are registered to receive SMS messages twice a week.

 

2 Push: Voice messages can be accessed by women who either receive calls ‘pushed’ from DNET which play the recorded messages.

 

3 Pull: Women can opt to call into the messaging system themselves and therefore ‘pull’ the messages whenever it is most convenient for them.

 

4 Phone survey: In order to monitor whether women are receiving the texts, a phone survey will be conducted on a quarterly basis to ensure that women are (1) receiving the messages (2) comprehending the content of the messages (3) receiving quality training from the CHW. We will ensure that the survey is short and concise, lasting no longer than 5 minutes. We understand that the women are busy and have important roles in the household, so making sure that the survey is convenient for them is vital to getting the information we need.

 

5 Call center: Women who require assistance registering and figuring out how far along they are in their pregnancy can call in where a registered operator can help.    

 

6 Target quarterly goal: The quarterly goal of 41,667 women to register is based on the projected goals of MAMA Bangladesh for recruitment for the next three years.  Their current plan is to scale up the program to include 500,000 by the end of the first three years.  In order to meet that goal 166,667 women would need to be recruited each year; 41667 per quarter.  Realistically the recruitment probably won’t be a continuous process but will happen more in spurts. These goals can be adjusted based on how recruitment is going over time.

 

7 Quality control checklist: In order to monitor the service desk receptionists and ensure that the proper information is being given to women, monthly check-ins will occur. All calls will be recorded and will be randomly selected on a monthly basis to go through the checklist. The checklist will consist of tasks and questions that the receptionist should make should to do and answer when speaking with a woman. The checklist will be scored out of 10 points with a minimum standard of 80% will be required of all phone calls.  This would allow us to know if more training needs to be done with the service desk.

 

Download the monitoring design.

DRAFT: This module has unpublished changes.