Expression of Interest for Beneficiary Satisfaction Survey for Digital Payments under Social Support for Resilient Livelihoods The Government of Malawi, through the World Bank and Malawi Social Protection Multi Donor Trust Fund (Malawi SP MDTF) supported Social Support for Resilient Livelihoods Project (SSRLP), is strengthening social protection delivery systems and improving household resilience. A key innovation under the project is the introduction of digital payments to transfer project benefits. This shift is intended to increase efficiency, reduce risks associated with manual cash handling, and expand financial inclusion. Beneficiaries are currently receiving payments through mobile money, banks, and agent networks. So far, a total of household beneficiaries is receiving electronic payments representing 92.2% (756,348 out of 820,000 households) of the total number of project beneficiaries in 26 districts. The breakdown of the beneficiaries per program as follows: 484,903 under CS-EPWP, 271,445 under SCTP, and 57,957 under the Scalable Mechanism. Although the roll-out has improved timeliness and accountability, challenges remain. Some beneficiaries face difficulties with cash-out due to limited agent coverage, liquidity constraints, and varying levels of digital literacy. As part of the initiative to enhance digital payment efficiency, the project is piloting and rolling out a Choice Model to allow beneficiaries to select their preferred payment and cash-out channels. The Choice Model will be piloted in 2 districts namely Nkhatabay and Ntchisi. Prior to piloting the Choice Model, it is important to understand the current beneficiary perspectives about digital payments to inform better design of the payment system. The survey will therefore provide evidence on beneficiary experiences to ensure the SSRLP has the information needed to design a payment system that is efficient, trusted, and inclusive. This survey complements, rather than duplicates, the ongoing UNICEF/Ministry of Gender Post-Distribution Monitoring (PDM) study. While those focus on operational delivery, complaint mechanisms, and satisfaction within specific cash transfer contexts (SCTP and Mtukula Pakhomo), this survey will generate evidence for the broader harmonised e-payment for both SCTP and Climate Smart Enhanced Public Works Program (CSEPWP), provide a baseline for the pilot Choice Model of delivering epayments for both SCTP and CSEPWP , assessing beneficiary preferences, inclusivity, and perceived value of digital payments. The purpose of the assignment is to design and implement a beneficiary satisfaction survey that captures beneficiary experiences with digital payments of benefits for both SCTP and CSEPWP. It will also provide a baseline for assessing the effectiveness of the Choice Model at end-line. The specific objectives are: To measure beneficiary perceptions of timeliness, reliability, accessibility, and usability of digital payments. To assess confidence in the security of digital platforms and satisfaction with problem resolution. To evaluate inclusivity of the system for elderly persons, people with disabilities, and female-headed households, and to identify barriers to access. To assess beneficiary awareness of available digital payment options, usage patterns, preferences, and readiness to choose. To assess satisfaction with service providers, agent networks, and grievance redress mechanisms. To assess beneficiaries perceived costbenefit of digital payments, specifically whether perceived benefits (safety, convenience, timeliness, dignity) outweigh associated costs (fees, transport, time, access). To generate evidence that complements administrative data and strengthens project accountability. Tender Link : https://wbgeprocure-rfxnow.worldbank.org/rfxnow/public/advertisement/6394/view.html
