Sitakhela Likusasa Impact Evaluation Evaluating the Effectiveness of Incentives to improve HIV Prevention Outcomes for Young Females in Eswatini Standard Operating Procedure # 3 Administration of Education Incentives Education Incentive Procedure – Payment of Incentives for the Sitakhela Likusasa Impact Evaluation Document 3 in a series of 20 Standard Operating Procedures Version date 10 May 2019 Status Final 1 © International Bank for Reconstruction and Development / The World Bank 1818 H Street NW, Washington DC 20433 Internet: www.worldbank.org; Telephone: 202 473 1000 This work is a product of the staff of The World Bank with external contributions. The findings, interpretations, and conclusions expressed in this work do not necessarily reflect the views of the Executive Directors of The World Bank or other partner institutions or the governments they represent. The World Bank does not guarantee the accuracy of the data included in this work. 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All queries on rights and licenses should be addressed to the Office of the Publisher, The World Bank, 1818 H Street NW, Washington DC, 20433, USA; fax: 202-522-2625; email: pubrights@worldbank.org. 2 Standard Operating Procedure - # # 3 Administration of Education Incentives Education Incentive Procedure – Payment of Incentives for the Sitakhela Likusasa Impact Evaluation NERCHA – National Emergency Research Council on HIV and AIDS authors: Khanyakwezwe Mabuza, Muziwethu Nkambule, Tengetile Dlamini and Mbuso Mabuza World Bank authors: Marelize Görgens, Damien de Walque and Wendy Heard IHM Southern Africa authors: Vimbai Tsododo, Mthokozisi Dlamini, Nontobeko Fakudze and Leroy Shongwe MINISTRY OF EDUCATION AND MINISTRY OF HEALTH TRAINING National Reference Laboratory, and Swaziland National AIDS Programme (SNAP) KINGDOM OF ESWATINI KINGDOM OF ESWATINI Main study implementation partner SGBV counselling and follow up For baseline survey For baseline survey 3 Table of Contents 1 Introduction to this Standard Operating Procedure #3 ................................................................. 5 2 Preparing for payment................................................................................................................ 5 2.1 Preparing for incentive payments with MTN mobile money ............................................... 5 2.2 Preparing for incentive payments, through SPTC branches ................................................. 6 3 Payment process for impact evaluation participants .................................................................... 7 3.1 Payment of incentives through MTN Mobile Money .......................................................... 7 3.2 Payment of incentives through SPTC at approved Post Office Branches ........................... 10 4 Confirmation of payment of incentives and follow up .............................................................. 13 4.1 Follow up required for those paid through MTN Mobile Money ....................................... 13 4.2 Follow up required for those paid through SPTC .............................................................. 14 4.3 Follow up through Midline Mop Up ................................................................................. 15 5 What to do if a participant reports that she has changed her cell phone number, address, or other details? ............................................................................................................................................ 15 Annex A: Phone Script for Informing Participants that an incentive will be paid to them .............. 16 Annex B: Telephone Script to follow up on participants who have not received the incentive payment....................................................................................................................................... 19 Annex C: MTN Mobile Money tariffs .......................................................................................... 21 Annex D: List of SPTC Post offices that offer money transfer (March 2017) ................................ 22 4 1 Introduction to this Standard Operating Procedure #3 This SOP applies to participants who are in the education incentive and raffle arms of the impact evaluation. The goal of this standard operating procedure (SOP) is to provide guidance on: a) process of preparing for and paying the education incentives and raffle incentives to participants who qualify for these; and b) how to document the evidence of fund administration. This SOP 3 differentiates between participants who are 18 years and older and those under 18 years. Due to legal requirements regarding the registration and use of MTN Mobile Money, participants under the age of 18 years are not able to register for Mobile Money and payments will be made through the Eswatini Post and Telecommunication Corporation (SPTC) (identified Post Office Branches) for these participants. However, should a participant under the age of 18 years, elect to nominate another person or relative who is registered with MTN Mobile Money to collect the funds on her behalf, this can be arranged. The preferred payment method for ALL participants is with MTN Mobile Money, as the participants do not incur costs travelling to collect funds and also there is an on-line tracking system IHM can use to track payments. This SOP 3 also highlights the difference between the different education incentives, as the number and frequency of payments made for the education incentives differ according to type of education. There are 8 different education incentives and the raffle incentive. SOP0 (Introduction to all SOPs) clearly indicates who qualifies for payment of the incentives and describes who should receive the different incentives as well as the value of the incentive to be paid. 2 Preparing for payment 2.1 Preparing for incentive payments with MTN mobile money The following steps are to be taken: (a) IHM will approach MTN Eswatini, the company that provides mobile money services and enter into a contractual agreement. (b) MTN will install software at IHM which will allow IHM to upload participant data. The software will allow IHM to self-administer the database of participants and allow for the generation of reports as and when necessary, independent of MTN, including status of mobile money registration for participants, status of funds receipts by individual participant and funds that were not received. (c) All data about mobile money payments (generated through the reports that IHM can generate from the MTN mobile Money software installed on their computers) and MTN mobile money registration will be captured weekly and stored on the master database. (d) Different staff at IHM will have different roles in the administration and management of the database and software. i. Research Assistants will determine who is registered for mobile money, and support those who have not yet registered. All participants 18 years and older, with a phone, are to be encouraged and supported to register for MTN Mobile Money. 5 ii. The IHM finance manager will be responsible for confirming whether the MTN Mobile number is active. they will be the custodian of the software and will process payments and run reports from the mobile money software of successful and not successful payments iii. The database manager will identify those who qualify for payment, confirm those who are 18 years or older and populate the database with information regarding the status of the payments as the process rolls out, but with weekly updates. iv. Data clerks will complete the Notification & Confirmation of Payment (NCOP) CAPI forms for updated contact information, incentive notifications and confirmation of payments. (e) During the midline data collection, research assistants will determine who is registered for MTN Mobile Money. i. For those not yet registered the research assistant will support the participant in the registration process. Once registered the registered number will be confirmed by the research assistant and logged in the database, the Notification & Confirmation of Payment (NCOP) CAPI form. ii. For those registered the registered number will be confirmed, checked if it is active and logged in the database. iii. For those 18 years or older ensure that the required consent form is completed and signed off iv. For those under 18 years, ensure that the parent/guardian signs the required consent form and the participant signs the assent form. 2.2 Preparing for incentive payments, through SPTC branches All funds disbursed to qualifying impact evaluation participants, under 18 years, will either be paid into another parties nominated MTN Mobile Account or through the SPTC. participants of 18years or older will be encouraged to use MTN Mobile Money, however they may select to use SPTC as the means of paying incentives. The following steps are to be taken to prepare for payment of the incentives through SPTC: (a) IHM will approach the SPTC and enter into a contractual agreement to allow for payments to be made to participants at approved SPTC branches – with a Sitakhela Likusasa Participant ID (PID) in the absence of a national Swazi ID card. (b) For each batch of payments, under the agreement with the SPTC, the IHM finance section is to generate a list (on an official Sitakhela Likusasa letter head) of the qualifying participants, with the PID, Full Name, amount to be paid (including the withdrawal fee & inconvenience fee) and the nominated SPTC branch (list to be sorted alphabetically and grouped by branch). The list together with proof of payment to be sent to the SPTC, Head Office. (c) Different staff at IHM will have different roles in the administration and management of the database and software. v. Research Assistants will determine who prefers to be paid through SPTC, and if so which branch of the SPTC they would prefer to collect their payment from. vi. The IHM finance manager with the database manager and SL Project manager will prepare the necessary payment schedules to be shared with the SPTC. vii. The database manager will identify those who qualify for payment, confirm those who are 18 years or older and populate the database with information regarding the status of the payments as the process rolls out, but with weekly updates. 6 viii. Data clerks will complete the Notification & Confirmation of Payment (NCOP) CAPI forms for updated contact information, incentive notifications and confirmation of payments and will also be responsible for notifying participants of payments due to them. (d) During the midline data collection, research assistants will determine who prefers to receive payment through the SPTC (as opposed to MTN Mobile Money). i. For those 18 years or older ensure that the required consent form is completed and signed off ii. For those under 18 years, ensure that the parent/guardian signs the required consent form and the participant signs the assent form. 3 Payment process for impact evaluation participants 3.1 Payment of incentives through MTN Mobile Money All funds disbursed to participants 18 years and over will be transferred through the MTN Mobile Money system as far as possible. Those not registered through MTN Mobile Money will be paid through the SPTC. It is noted, that participants under 18 years of age, with guardian consent, may nominate the registered MTN mobile money number of an alternate person (relative or friend) to receive the money on their behalf, via this number. (Refer to 3.2 for steps to follow for participants under 18 years or those regardless of age who prefer to be paid through the SPTC). Once participants, who qualify for payments of an education incentive or a raffle prize (enrolment, or attendance/examinations or course completed, or raffle winners) are identified and verified the following steps are to be followed: (a) The IHM consortium data manager will prepare a list of verified participants qualifying for incentive payment who elect to be paid through MTN Mobile Money, and hand this to the Data Clerks. The listing will include the participant’s ID, mobile number and alternate contact numbers, arm of, the reason for the transfer of funds, and the registered mobile money number, and the name of the registered “owner” of the MTN mobile number being used. i. For the enrolment/registration incentive, the data manager will then provide the Data Clerks through the Assistant Project Manager, with the incentive disbursement list by no later than 15 March 2016 for school year 2016 and by 5 March for school year 2017 and 2018; and by 15 March for January enrolment in post school studies/short courses or by 15 October for August enrolment in post school studies/short courses for 2016, 2017 and 2018 academic years. ii. For the attendance /examination/course completion incentive, the data manager will then provide the Data Clerks with the incentive disbursement list within a month of the school term/academic year ending. iii. For the raffle incentive, the data manager will provide the Data Clerks with the incentive disbursement list within 3 days of the raffle draw having been conducted. (b) Qualifying participants will be informed, by data clerks, via phone call, Whatsapp or SMS that they are due to be paid an incentive. i. Phone calls will be tried first. Use the script in Annex A when calling to inform participants. a. If a phone call is successful, the participant will be informed that they qualify for an incentive and how payment will be made. 7 b. The Contact Location and Name (CLF) Update CAPI Form will also be completed for the participant, to ensure that all latest contact information has been updated and is available. ii. If, after 3 telephonic attempts to contact those who are due incentives, the person cannot be reached telephonically, an SMS and WhatsApp message will be sent by the data clerk– below is the notification text to be used in this message: Sitakhela Likusasa: We have good news for you! Please call, SMS or WhatsApp the Sitakhela Likusasa team on 7628 3414 (Shiselweni) 7680 7473 (Lubombo) 7680 7394 (Manzini) or 7628 3196 (Hhohho) a. The SMS and WhatsApp will be sent 3 times in a one-week period. b. Should the impact evaluation participant respond to the call, SMS or whatsapp message and confirm the Mobile Money account is registered – The Notification & Confirmation of Payment (NCOP) CAPI Form must be completed for the participant.(step b i above) c. If the participant does not respond to the call, SMS or whatsapp message, the Notification & Confirmation of Payment (NCOP) CAPI form will capture that attempt to make contact as “unsuccessful”. These entries will be added to the list for follow up on non-payment of incentives (see vi. below). iii. During the payment period, the data manager will generate a weekly report on how many mobile money numbers have been confirmed (telephonically, or with SMS or whatsapp, with participants who are entitled to receive incentives). a. The Assistant Project Manager, through the data manager, then provides a listing of newly registered mobile numbers to the finance manager to test that they are active. Feedback is to be provided to the data manager, through the Assistant Project Manager. b. Once the mobile money number is confirmed as active, the data manager will provide a payment schedule (incentive disbursement list) to the IHM Finance Team. The schedule is to include the participant’s ID, mobile number, the reason for the transfer of funds, the amount to be transferred (including withdrawal fee) and the registered and tested active mobile money number, along with the name of the registered user of the nominated and activated MTN Mobile Money Number iv. The IHM Finance Team will transfer the funds, using mobile money, within a fortnight of receiving the incentive disbursement list with confirmed active mobile money numbers. v. Once the funds are transferred, the IHM Finance Team will generate a report immediately of all persons to whom funds have been transferred, the reason, date and the amount transferred (including the withdrawal fee). The data manager (with the help of the data clerks) will update the database with these details. vi. The database manager is to generate a listing of persons (within 24 hours) who qualify for the incentive, but have not received their funds to be shared with the data clerk team (through the Project Assistant Manager) for follow up: a. Confirm against the list generated that the participant qualifies for a payment and verify that it is the correct participant. b. Contact the participant by phone call – See script provided in Annex B. Confirm with the participant that they are registered for Mobile Money – confirm the number and update using the Notification & Confirmation of Payment (NCOP) . 1. If existing number is correct, confirm on CAPI and request the finance manager to follow up. (Avoid double payment to the same participant) 8 2. If new MTN number confirm with the Notification & Confirmation of Payment (NCOP) form and request the finance manager to confirm if the number is active. Finance Manager also needs to confirm whether a payment did not go through on the number provided earlier. If funds have not yet been withdrawn, finance manager is to request MTN to redirect the funds to the new MTN mobile money account. 3. If the participant indicates she is not registered for Mobile Money, and is not able to register for Mobile Money, please update CAPI (this participant will then be paid through SPTC) However if payment already made against her PID to a nominated MTN Mobile money, the finance manager to be informed to cancel/reverse this payment with MTN Mobile Money. (Avoid double payment) 4. If funds have already been cleared through the earlier nominated MTN Mobile Money account, Finance Manager to inform the Assistant Project Manager who will request the data clerks to phone the participant and update her on the payment and indicate that she will be required to follow up with the owner of the MTN Money account. The Notification & Confirmation of Payment (NCOP) form is to be updated to reflect the elected payment option and relevant details for future payments. c. If after 3 attempts the participant does not respond to the call, SMS or whatsapp message, the Notification & Confirmation of Payment (NCOP) CAPI form will capture that attempt to make contact as “unsuccessful”. These part icipants will be added to the list for follow up on through the Midline Mop Up. Should this occur after the Midline Mop Up then: 1. If, 7 days after sending the first SMS / WhatsApp, the person has not responded to the SMS or WhatsApp, a tracing team will be deployed to the person’s known residence, so as to find the person and ensure that payment can be made. 2. If the tracing team can locate the person and verify their identity, then the tracing team will complete the Contact Location and Name Update (CLF) CAPI form and if necessary assist with the registration of MTN Mobile Money– and importantly indicate if the preferred payment method is MTN Mobile Money or SPTC. d. The data manager is then to generate a list (within 24 hours) of all those who are not able to register for MTN mobile money (that qualify for an incentive payment ) and inform the Assistant Project Manager and these participants will be required to make arrangements for payment through SPTC (script provided in Annex A) (c) The consortium data manager will ensure that data regarding payments of incentives is transferred into CAPI system and s/he will provide reports to the Project Manager as requested. (d) At the end of each round, a final disbursement report (at participant ID level) will be generated by the data manger and confirmed by the IHM finance manager, and shared with NERCHA and the WB. (e) The IHM consortium will ensure the capture of all incentive payments for every participant during every round in the database: the reason for the transfer, the date funds were transferred, the amount transferred and the method employed for the transfer. (f) Results will be included in the round’s Intervention Report that the consortium will prepare at the end of every round. 9 3.2 Payment of incentives through SPTC at approved Post Office Branches Funds due to participants, under 18 years and those not registered for MTN Mobile Money, will be paid through SPTC, through recognized Post Office branches. (Refer to 3.1 for steps to follow for participants 18 years and over or those regardless of age, elected to be paid through MTN Mobile Money). For the impact evaluation, payment through the MTN Mobile Money is the preferred option of payment as there is software available for the Finance Manager to track the status of payments in real time and also participants do not have to travel to a specific location to receive their money. Once participants, who qualify for payments of an education incentive or a raffle prize (enrolment, or attendance/examinations or course completed, or raffle winners) are identified and verified the following steps are to be followed: (a) The IHM consortium data manager will prepare a list of verified participants qualifying for incentive payment who elect to be paid through SPTC, and hand this to the Data Clerks. The listing will include the participant’s ID, mobile number and alternate contact numbers, arm of, th e reason for the transfer of funds and the identified branch of the PO to be used for payment. i. For the enrolment/registration incentive, the data manager will then provide the Data Clerks, through the Assistant Project Manager, with the incentive disbursement list by no later than 15 March 2016 for school year 2016 and by 5 March for school year 2017 and 2018; and by 15 March for January enrolment in post school studies/short courses or by 15 October for August enrolment in post school studies/short courses for 2016 2017 and 2018 academic years. ii. For the attendance /examination/course completion incentive, the data manager will then provide the Data Clerks with the incentive disbursement list within a month of the school term/academic year ending. iii. For the raffle incentive, the data manager will provide the Data Clerks with the incentive disbursement list within 3 days of the raffle draw having been conducted. (b) It should be noted, that the SPTC work according to specific dates for payment processes within each month; i. SPTC to be informed of payment schedule, and funds paid across to them via EFT by 10 th of each month ii. SPTC will then inform the various branches by the 15th of the month iii. Impact evaluation participants can then collect their funds from the nominated branch between 15th and 24th of the month iv. There is always a 5-day waiting period after funds have been received by SPTC. There is a withdrawal charge of 3% of the value of the withdrawal, to a max of E10. (c) Qualifying participants will be informed, by data clerks, via phone call, Whatsapp or SMS that they are due to be paid an incentive. i. Phone calls will be tried first. Use the script in Annex A when calling to inform participants. a. If a phone call is successful, the participant will be informed that they qualify for an incentive and how payment will be made. b. The Contact, Location and Name Update (CLF) CAPI Form will also be completed for the participant, to ensure that all latest contact information has been updated and is available. 10 ii. If, after 3 telephonic attempts to contact those who are due incentives, the person cannot be reached telephonically, an SMS and WhatsApp message will be sent by the data clerk– below is the notification text to be used in this message: Sitakhela Likusasa study: We have good news for you! Please call, SMS or WhatsApp the Sitakhela Likusasa impact evaluation team on 7628 3414 (Shiselweni) 7680 7473 (lubombo) 7680 7394 (Manzini) or 7628 3196 (Hhohho) a. The SMS and WhatsApp will be sent 3 times in a one-week period. b. Should the participant respond to the call, SMS or whatsapp message and confirm the preferred branch pf the PO to be used for the SPTC payment – Notification & Confirmation of Payment (NCOP) CAPI Form must be completed for the participant. c. Should the participant respond to the call, SMS or whatsapp message and request that MTN Mobile Money be used for the payment – Notification & Confirmation of Payment (NCOP) CAPI Form must be completed for the participant. And the participant is followed up using the process described for MTN Mobile Money Payment. d. If the participant does not respond to the call, SMS or whatsapp message, the Notification & Confirmation of Payment (NCOP) CAPI form will capture that attempt to make contact as “unsuccessful”. These entries will be added to the list for follow up on non-payment of incentives. iii. The Assistant Project Manager, working with the data manager, will prepare a payment schedule of qualifying participants who were successfully contacted to confirm payment using the SPTC method. iv. The IHM Finance Team will transfer the funds to the SPTC, and share the list of payments with the SPTC, within a fortnight of receiving the incentive disbursement list with details of participants who confirmed SPTC as their form of payment. v. The IHM Finance Team will (within 24 hours) report to the Assistant Project Manager on persons to whom funds have been transferred (through SPTC), confirming the reason, date, the full amount transferred and the preferred PO branch indicated. The Assistant Project Manager will request the data manager (with the help of the data clerks) to update the database with these details. vi. Once payment is made, to SPTC and the list of payments sent to SPTC, SPTC will inform the nominated representative (the Assistant Project Manager) that funds have been transferred to the participants. The Assistant Project Manager will alert the data clerks who will call or SMS/whatsapp the participants to inform them that their payment has been made and they should go to the nominated PO Branch, between the 15th and 24th of the month, with their PID and National ID to collect the funds. vii. During the payment period, the finance manager will work with the SPTC to obtain a report at the end of the month (after the 25th) to confirm collection of funds. This will be shared with the Data Manager and the Assistant Project Manager. a. Once confirmed, the data manager will update the database (with the help of the data clerks) of those who collected their payment. These participants will receive a call within two weeks to confirm receipts of payment. (see 4below) b. Once confirmed, if the participant has not yet collected her payment, the data manager will provide a payment schedule (incentive disbursement list) to the data clerks of all the participants who have not yet collected their moneys – for follow 11 up. The schedule is to include the participant’s ID, contact details, the reas on for the transfer of funds, the amount to be transferred (including withdrawal & inconvenience fee) and the name of the preferred PO Branch. The IHM Finance Manager will also be informed of progress made. viii. For follow up of those who have not yet received their payment (but funds have been transferred to SPTC) the data clerks will: a. Confirm against the list generated that the participant qualifies for a payment and verify that it is the correct participant. b. Contact the participant by phone call – See script provided in Annex B. Confirm with the participant the PO branch they nominated for the SPTC payment. Confirm the contact details and update using CLF in CAPI. c. If the branch is the same but the participant has not yet collected her money, urge her to go with her ID and her PID to the nominated branch by the 25 th to collect her money. Register the call in CAPI with the Notification & Confirmation of Payment (NCOP) . 1. If the participant is not able to go to the PO before the 25 th of the month, but can go the following month, indicate it is critical that she does this. Register the call in CAPI using the Notification & Confirmation of Payment (NCOP) as such – as the Finance Manger will be required to request the SPTC to hold this payment for a further month and the payment needs to stay in the system to follow up processes until the participant confirms she has received her money. d. If after 3 attempts the participant does not respond to the call, SMS or whatsapp message, the Notification & Confirmation of Payment (NCOP) CAPI form will capture that attempt to make contact as “unsuccessful”. These participants will be added to the list for follow up on through the Midline Mop Up. Should this occur after the Midline Mop Up then: 1. If, 7 days after sending the first SMS / WhatsApp, the person has not responded to the SMS or WhatsApp, a tracing team will be deployed to the person’s known residence, so as to find the person and ensure that payment can be made. 2. If the tracing team can locate the person and verify their identity, then the tracing team will complete the CLF CAPI form and importantly indicate if the preferred payment method is MTN Mobile Money or SPTC. If SPTC – to indicate the preferred PO Branch (from the approved list) to be used for the collection of funds. 3. Once back in the office this updated information will be used to either generate a new payment, or follow up on payments previously made but money not yet collected. (d) The consortium data manager will ensure that data regarding payments of incentives is transferred into CAPI system and s/he will provide reports to the Project Manager as requested. (e) At the end of each round, a final disbursement report (at participant ID level) will be generated by the data manger and confirmed by the IHM finance manager, and shared with NERCHA and the WB. (f) The IHM consortium will ensure the capture of all incentive payments for every participant during every round in the database: the reason for the transfer, the date funds were transferred, the amount transferred and the method employed for the transfer. (g) Results will be included in the round’s Intervention Report that the consortium will prepare at the end of every round. 12 4 Confirmation of payment of incentives and follow up The following process is to be followed to confirm payments: (a) Once all qualifying participants have been paid their incentives (or the round is considered closed), a bulk SMS will be sent to ALL participants in the education incentive arm and raffle- and-incentive arm to inform them that the education incentives and raffle incentives for the given time period has been paid. The bulk SMS notification script is as follows: For enrolment: Sitakhela Likusasa incentives have been paid to those enrolled at school, upgrading classes, tertiary education, or short courses. Call/WhatsApp 7628 3414 (Shiselweni) 7680 7473 (lubombo) 7680 7394 (Manzini) or 7628 3196 (Hhohho) with any queries For school attendance: Sitakhela Likusasa incentives have been paid to those regularly attending school. Remember to attend school regularly to qualify for the incentive. Call/WhatsApp 7628 3414 (Shiselweni) 7680 7473 (lubombo) 7680 7394 (Manzini) or 7628 3196 (Hhohho) with any queries For sitting an examination or completing a short course: Sitakhela Likusasa incentives have been paid to those completing a short course or exams at a tertiary institution. Call/WhatsApp 7628 3414 (Shiselweni) 7680 7473 (lubombo) 7680 7394 (Manzini) or 7628 3196 (Hhohho) with any queries For registering for O level examination (upgrading classes): Sitakhela Likusasa incentives have been paid to those who registered for O level examinations. Call/WhatsApp 7628 3414 (Shiselweni) 7680 7473 (lubombo) 7680 7394 (Manzini) or 7628 3196 (Hhohho) with any queries For raffle are: Round XX of Sitakhela Likusasa raffle is completed. 80 winners were drawn and prizes of E1,000 paid. Remain STI negative and have XX more chances to win. Call/WhatsApp 7628 3414 (Shiselweni) 680 7473 (lubombo) 7680 7394 (Manzini) or 7628 3196 (Hhohho) with any queries When calls or queries regarding non-payment come through to the help desk, the help desk is required to confirm if it relates to an MTN Mobile Money Payment or a SPTC payment. 4.1 Follow up required for those paid through MTN Mobile Money When follow up is required, follow these steps: (a) Confirm with the data manager that the participant qualifies for a payment and that MTN Mobile Money is the current choice of payment. 13 (b) Call the participant (with number provided in response to the Help Desk) to confirm with the participant that they are registered for Mobile Money – confirm the MTN Mobile number and update the CAPI contact form. i. If participant indicates she has a new number for MTN Mobile Money – capture this on CAPI using the Notification & Confirmation of Payment (NCOP) Form, a. If participant indicates she is unable to register for MTN Mobile Money, the help desk will indicate that the participant can be paid though SPTC and record this on CAPI using the Notification & Confirmation of Payment (NCOP) Form, along with the preferred location of the local post office to be used for SPTC payment. The helpdesk clerk is required to explain the SPTC payment procedure with the participant (see process) b. Database manager to report this to Finance Manager and Finance manager to follow the SPTC payment procedure. ii. The Project Assistant Manager to request a list of the updated contact information (with the confirmed MTN Mobile Money numbers) from the data manager. iii. The list of updated MTN Mobile Money numbers will be provided to the finance manager to confirm that the number is active. a. If the number is active the due payment is processed. b. Within 48 hours, the finance manager is to share with the Assistant Project Manger the status of payment for all on the updated list. c. If the MTN Mobile Money number is found to be inactive – the participant is to be referred back to the help desk to follow up again. d. If after 3 attempts the Notification & Confirmation of Payment (NCOP) CAPI form will capture that attempt to make contact as “unsuccessful”. These participants will be added to the list for follow up on through the Midline Mop Up. (c) The outcome of the follow up process is to be recorded on the database. Working with the Assistant Project Manager, who will get lists from the finance manager and the database manager, the data clerks/help desk is to complete the Notification & Confirmation of Payment (NCOP) CAPI form and update the database with the status of payment. 4.2 Follow up required for those paid through SPTC When follow up is required, follow these steps: (a) Confirm with the data manager that the participant qualifies for a payment and that SPTC is the current choice of payment. (b) Remember to allow the required waiting period and follow the dates approved for the SPTC to process payment (from receiving the schedule of payment from IHM). (See 3.2 b above) (c) Using the agreed protocol, call the participant (with number provided in response to the Help Desk) to confirm with the participant that they want to be paid through SPTC – confirm the preferred Post Office Branch for payment. Check this against what is provided in CAPI i. If a different Post Office Branch is provided, check if the participant is able to go to the currently listed PO for this payment (as already in process). Indicate that future payments will be made at her nominated branch of the PO. If she is not able to go to the nominated PO branch, mark off in CAPI that a new PO branch is nominated and record the new PO Branch. Indicate to the Participant that she will be contacted by the SL office when payment has been made to the new PO branch. 14 a. If participant indicates she prefers to be paid through MTN Mobile Money (and she is 18 years or older) – and update the Notification & Confirmation of Payment (NCOP) CAPI contact form, and then follow the MTN Payment procedure provided ii. The Project Assistant Manager to request a list of the updated contact information (with the confirmation of those to be paid by SPTC with the nominated branch preference) from the data manager. iii. Within 48 hrs, the list of updated SPTC payments will be provided to the finance manager for her/him to prepare the SPTC schedule and payment needed by the SPTC (remembering submission date is the 5th of every month), and make the required payments according to the agreed process. (d) The outcome of the follow up process is to be recorded on the database. Working with the Assistant Project Manager, who will get lists from the finance manager and the database manager, the data clerks/help desk is to complete the Notification & Confirmation of Payment (NCOP) CAPI form and update the database with the status of payment. 4.3 Follow up through Midline Mop Up For the Midline Mop Up, lists of unsuccessful incentive payments for rounds 2 to 5 will be drawn up. Teams will be sent to the field to meet up with the participants, at their homes, and deal with ALL outstanding matters, including the non-payments of incentives. (SOP 18 describes the process for Midline Mop Up) If the tracing team, doing midline mop up, can locate the person and verify their identity, then the tracing team will complete the MIMOP CAPI form importantly indicate if the preferred payment method is MTN Mobile Money or SPTC. If necessary the team can assist with the registration of MTN Mobile Money– and if SPTC is the preferred payment option, confirm the preferred post office branch (from the list of approved points) that will used to collect SPTC payments from. The outcome of the follow up process is to be recorded on the database. The data clerks to complete the MIMOP CAPI form and update the database. 5 What to do if a participant reports that she has changed her cell phone number, address, or other details? In the event that a participant has changed their contact and/or Mobile Money or SPTC information, these changes will be captured at the point it is reported onto the CLF CAPI contact and location form 15 Annex A: Phone Script for Informing Participants that an incentive will be paid to them INSTRUCTION: Refer to list of participants who qualify for the payment of an incentive. Call Cellphone number on database Good morning/afternoon/evening. May I speak to (name of participant)_________________________ If person answering the phone is not participant, make an appointment to speak to participant? Make a follow up call Date for follow up call:_______________________ Time for follow up call:___________________ If it is the participant answering the phone, RA needs to verify that it is the participant by asking the person to get their ID card, and read the participant ID. Also ask one more identifying question. My name is ________________________ . I am a Research Assistant for the Sitakhela Likusasa Impact Evaluation, in which you are a participant. Congratulations you qualify for the payment of an incentive. However, before I can confirm the payment you will receive, can you please confirm your age? If 18 years or older: Can you confirm your MTN Mobile Money number? (Record on CAPI) If participant indicates she does not have a MTN Mobile Money number or the number is no longer registered: then explain the option of payment through SPTC – That they will be required to take their PID along with their Swazi National ID, should they have one, to the local nominated Post Office that deals with SPTC payments, between the 15 th and 24th of the month, they are paid, to collect their money. Would they prefer to use SPTC, or do they have a relative that will allow them to use their MTN Mobile Money to receive the payment. If participant elects the SPTC payment method – move to Notification & Confirmation of Payment (NCOP) CAPI form to register this and confirm the nearest PO to be used at the nominated pay point. Also indicate she will be contacted when the payment has been made. If participant elects to provide an alternate MTN Mobile money number – move to CAPI form to register this and indicate she will be contacted when the payment has been made. Then confirm the incentive they are due form the list below. If under 18 years: Explain that there are two options of payment, and that parental consent will be required. Through SPTC – That they will be required to take their PID along with their Swazi National ID, should they have one, to the local nominated Post Office that deals with SPTC payments, between the 15th and 24th of the month, they are paid, to collect their money. Through MTN Mobile Money – where they would need to nominate e a relative that will allow them to use their MTN Mobile Money to receive the payment. Ask which method of payment they would prefer. Record this on Notification & Confirmation of Payment (NCOP) Form with the required details, and indicate to the participant it will require follow up – for consent format to be signed, if MTN is elected to check that the number is active and if SPTC for the to inform eh SPTC of the Payment. Then confirm the incentive they are due form the list below. Enrolment/Registration IF SCHOOL or UPGRADING CLASSES: Your enrolment in school (or for upgrading classes) for the {2016/2017/2018} academic year has been confirmed. For this, you will receive your incentive of E200 . If MTN & necessary consent in place: You will receive your money through MTN mobile money within 72 hours, provided you are registered for MTN Mobile Money and the number 16 is active. You will also receive E7 for withdrawal charges. We will call you again thereafter to check whether you have received your incentive. If SPTC & necessary Consent & assent in place: You will receive your money at the nominated branch of the Post Office. You can only collect your money between the 25th and 24th. You must take your PID and if you have one your national Swazi ID. You will receive E6 for withdrawal charges and E50 for an inconvenience fee. We will call you again thereafter to check whether you have received your incentive. IF POST SCHOOL, TERTIARY OR COLLEGE Your enrolment in tertiary education or in a short course for the period [state period of course] has been confirmed. For this, you will receive your incentive of E700 If MTN & necessary consent in place: You will receive your money through MTN mobile money within 72 hours, provided you are registered for MTN Mobile Money and the number is active. You will also receive E12 for withdrawal charges. We will call you again thereafter to check whether you have received your incentive. If SPTC & necessary Consent & assent in place: You will receive your money at the nominated branch of the Post Office. You can only collect your money between the 25th and 24th. You must take your PID and if you have one your national Swazi ID. You will receive E10 for withdrawal charges and E50 for an inconvenience fee. We will call you again thereafter to check whether you have received your incentive. 80% attendance at schools We have confirmed that you have attended school regularly for the term (state term) of 2016/2017/ 2018 (state year). You have achieved or exceeded 80% attendance. Because of this, you will receive your / 2018 incentive of E200, If MTN & necessary consent in place: You will receive your money through MTN mobile money within 72 hours, provided you are registered for MTN Mobile Money and the number is active. You will also receive E7 for withdrawal charges. We will call you again thereafter to check whether you have received your incentive. If SPTC & necessary Consent & assent in place: You will receive your money at the nominated branch of the Post Office. You can only collect your money between the 25th and 24th. You must take your PID and if you have one your national Swazi ID. You will receive E6 for withdrawal charges and E50 for an inconvenience fee. We will call you again thereafter to check whether you have received your incentive. Exam sitting (in the case of tertiary education) We have confirmed that you have sat for the exams at your tertiary education institution. Because of this, you will receive your incentive of E700, If MTN & necessary consent in place: You will receive your money through MTN mobile money within 72 hours, provided you are registered for MTN Mobile Money and the number is active. You will also receive E12 for withdrawal charges. We will call you again thereafter to check whether you have received your incentive. If SPTC & necessary Consent & assent in place: You will receive your money at the nominated branch of the Post Office. You can only collect your money between the 25th and 24th. You must take your PID and if you have one your national Swazi ID. You will receive E10 for withdrawal charges and E50 for an inconvenience fee. We will call you again thereafter to check whether you have received your incentive. Registering for O level examination (in the case of upgrading classes) We have confirmed that you have registered for the final O Level examinations. Because of this, you will receive your incentive of E700, If MTN & necessary consent in place: You will receive your money through MTN mobile money within 72 hours, provided you are registered for MTN Mobile Money and the number 17 is active. You will also receive E12 for withdrawal charges. We will call you again thereafter to check whether you have received your incentive. If SPTC & necessary Consent & assent in place: You will receive your money at the nominated branch of the Post Office. You can only collect your money between the 25th and 24th. You must take your PID and if you have one your national Swazi ID. You will receive E10 for withdrawal charges and E50 for an inconvenience fee. We will call you again thereafter to check whether you have received your incentive. Completion (in the case of a short course) We have confirmed that you have completed your short course. Because of this, you will receive your incentive of E700 If MTN & necessary consent in place: You will receive your money through MTN mobile money within 72 hours, provided you are registered for MTN Mobile Money and the number is active. You will also receive E12 for withdrawal charges. We will call you again thereafter to check whether you have received your incentive. If SPTC & necessary Consent & assent in place: You will receive your money at the nominated branch of the Post Office. You can only collect your money between the 25th and 24th. You must take your PID and if you have one your national Swazi ID. You will receive E10 for withdrawal charges and E50 for an inconvenience fee. We will call you again thereafter to check whether you have received your incentive. Raffle winner (at each round) Congratulations, you are a round {x} raffle winner. Because of this, you will receive your incentive of E1000 If MTN & necessary consent in place: You will receive your money through MTN mobile money within 72 hours, provided you are registered for MTN Mobile Money and the number is active. You will also receive E12 for withdrawal charges. We will call you again thereafter to check whether you have received your incentive. If SPTC & necessary Consent & assent in place: You will receive your money at the nominated branch of the Post Office. You can only collect your money between the 25th and 24th. You must take your PID and if you have one your national Swazi ID. You will receive E10 for withdrawal charges and E50 for an inconvenience fee. We will call you again thereafter to check whether you have received your incentive. CONTACT CONFIRMATION Before we say goodbye, I would like to please verify your contact information. INSTRUCTION: Please use the Contact and Location Update CAPI (CLF) Form to verify and update the participant’s contact information. END STATEMENT If you have any questions about the, please contact the Impact evaluation Office on , 76283414, 76807473, 76807394 or 76283196. . Thank you for your time. Your participation in this impact evaluation will help to improve the lives of other people in Eswatini. 18 Annex B: Telephone Script to follow up on participants who have not received the incentive payment INSTRUCTION: Refer to list of participants who have not received payment, despite a first attempt to pay them with Mobile Money or SPTC Call Cellphone number on database Good morning/afternoon/evening. May I speak to (name of participant) ______________ If person answering the phone is not the participant, make an appointment to speak to participant? Make a follow up call Date for follow up call:_______________________ Time for follow up call:___________________ If it is the targeted participant answering the phone, RA needs to verify that it is the participant by asking the person to get their ID card, and read the participant ID. Also ask one more identifying question. My name is ________________________ . I am a Research Assistant for the Sitakhela Likusasa Impact Evaluation, in which you are a participant. You have qualified to receive the payment of the incentive, for enrolment/registration or attendance/examination or as a raffle winner, however our attempts to pay you via MTN Mobile Money/SPTC have not been successful. Please can I confirm some details with you: IF MTN Mobile Money: Please confirm the number that you would like to receive the funds on. _____________________ Please confirm if this number has been registered with MTN mobile money Yes/no Should the participant confirm the same number that was previously used to try and transfer the money: We have tried to use this number to make payment to you, but it has not been successful. Do you know why? Should the participant provide a feasible reason for the mobile money transfer not working (e.g. phone was out of order, she was out of the country, etc.): We will try and make payment within the next 5 days, using the same MTN Mobile Number. A week thereafter we will call you again to confirm receipt of the funds. If you have any questions about the impact evaluation, please contact the Impact evaluation Office on, 76283414, 76807473, 76807394 or 76283196. Thank you for your time. Your participation in this impact evaluation will help to improve the lives of other people in Eswatini. Should the participant NOT provide a feasible reason for the mobile money transfer not working: Is it possible to provide another number to be used for the MTN Mobile Money transfer? Yes/no If Yes: Please confirm the number that you would like to receive the funds on. __________________________ We will try and make payment within the next 5 days, using this MTN Mobile Number. A week thereafter we will call you again to confirm receipt of the funds. If you have any 19 questions about the impact evaluation, please contact the Office on , 76283414, 76807473, 76807394 or 76283196.Thank you for your time. Your participation in this impact evaluation will help to improve the lives of other people in Eswatini. If No: We will need to make alternate arrangements. The only other alternative we have is to make arrangements to pay you your money through SPTC. You will be required to take your PID along with your Swazi National ID, should they have one, to the local nominated Post Office that deals with SPTC payments, between the 15th and 24th of the month you are being paid, to collect our money. Are you happy to do this? Yes/No If Yes – confirm the nearest post office that offers payment through SPTC – check on list and capture on CAPI Record the site on CAPI: _________________________ Just to confirm you will need to go to post office between 15 th and 24th to collect your money. Please remember to take along your PID and National Swazi ID (if you have one). Without the PID/Swazi ID you will not be provided the money. You will also be asked to sign to confirm receipt for the money. Is this clear? (Allow time for participant to raise any questions of clarity) Should you have any questions about the impact evaluation, please contact the Impact evaluation Office on , 76283414, 76807473, 76807394 or 76283196. Thank you for your time. Your participation in this impact evaluation will help to improve the lives of other people in Eswatini. 20 Annex C: MTN Mobile Money tariffs Downloaded 6 Jan 2017, Confirmed 23 March 2017 21 Annex D: List of SPTC Post offices that offer money transfer (March 2017) 1 Hluti 3 Siphofaneni 4 Lomahasha 5 Lavumisa 6 Nhlangano 7 Siteki 9 Manzini 13 Pigg's Peak 14 Simunye 15 Tshaneni 16 Mhlume 17 Vuvulane 18 Big Bend 19 Matata 20 Nsoko 21 Mankayane 22 Malkerns 23 Matsapha 24 Mahlanya 25 Ebuhleni 26 Ntfonjeni 27 Bhunya 28 Mhlambanyatsi (recently downgraded) 29 Lobamba 30 Ezulwini 31 Swazi Plaza 32 Mbabane 33 Lobamba 35 Hlatikhulu 22