The call for tenders outlines a project in which GIZ engages a service provider to support the TEI team in planning, implementing, and evaluating a comprehensive communication and outreach process. The aim is to establish the helpdesk as a central resource for information and support among the relevant target groups, enhancing its reputation and sustainably increasing the demand for its services.
At the core of the project is the objective to raise awareness of the helpdesk, generate interest, and ensure its continuous use. This is to be achieved by integrating the helpdesk into the work processes of the target groups, enhancing their ability to independently address challenges using its resources, and fostering long-term appreciation for the service. An increasing number of users, driven in part by recommendations from satisfied users, is another key success factor.
The services outlined in the tender are divided into two main outputs, each implemented through specific work packages. The first output involves developing a target group-specific outreach strategy along with corresponding communication materials. In close coordination with the TEI team, the service provider will define communication goals, target groups, relevant channels, and criteria for selecting test groups and multipliers. The resulting strategy, documented in an 8-10 page report, will serve as the foundation for all subsequent measures. Alongside this strategic planning, another work package is dedicated to creating communication products such as flyers, social media content, infographics, and videos. All materials must comply with the EU Global Gateway Branding Guidelines and will be continuously optimized following testing with the target groups.
The second output focuses on the practical implementation of the developed strategy. This includes not only the dissemination of the communication materials but also the identification and engagement of multipliers in the key target regions-particularly in Africa, Asia, and Latin America-who will act as vital information brokers. Additionally, the service provider will organize targeted online and offline events such as webinars, stakeholder dialogues, and information sessions to facilitate direct interaction with the target groups and incorporate their feedback into the outreach process. A crucial element of the implementation phase is the establishment of feedback mechanisms through surveys, test groups, and moderated usability tests, ensuring that the measures are continuously refined based on the responses from the target audience.
Monitoring and evaluation form another essential component of the project. The service provider is tasked with developing a system to continuously track the success of the outreach measures using clearly defined indicators. This system will consider both quantitative metrics-such as the number of multipliers reached, website visitor statistics, and inquiries-and qualitative feedback from the target groups. Regular reports, produced on a quarterly or biannual basis, will transparently document the progress and results, providing a basis for further strategic adjustments.
Close collaboration between GIZ, the TEI team, the EU Commission, and, where applicable, BMZ is critical to the project"s success. All produced materials and communication activities must adhere to the Global Gateway Branding Guidelines, and the service provider is expected to remain flexible, as the scope of outreach activities may need to be adjusted in response to dynamic, ad hoc requirements. In essence, the service provider is not only responsible for the strategic and operational implementation but must also be capable of responding swiftly to changes as the project evolves.
In summary, the tender aims to establish the helpdesk as a central, indispensable service for the target groups through a combination of strategic planning, the development and dissemination of tailored communication materials, the organization of events, and continuous monitoring and evaluation. The success of the project will be measured using a range of indicators that capture both the qualitative and quantitative impact of the outreach efforts. Ultimately, the project is intended to ensure that the helpdesk is perceived as an essential resource, enabling target groups to overcome challenges independently and improving their overall work processes.