I. Background ChildFund International USA is a non:profit, non:governmental organization that focuses on the implementation of programs and projects for the well:being of children in order to promote the full exercise of their rights, the participation of community organizations and families; contribute to the promotion of societies where their individuals and institutions participate in the assessment, protection and respect of childrens rights.
Child Sponsorship is one of the main funding source of the organization; the sponsorship delivery entails the enrollment and disaffiliation of children; mailing of communications from/to children and sponsors; the elaboration and translation of communications from sponsored children and their sponsors and their tracking through sponsorship systems, among other processes.
About the outsourcing of operational sponsorship processes:
In FY 2017 a series of initiatives were carried out in the Americas Region in order to increase the efficiency and effectiveness of Sponsorship processes. One of these initiatives was the outsourcing of sponsorship processes in the so called "alternative presence countries " Ecuador, Bolivia, Honduras and Guatemala, related to:
1) Courier management (incoming and outgoing communications and registry) according to the local partner organizations structures, ChildFund country offices and sponsors countries.
2) Translation of child and sponsorship communications as well as child enrollment information (narratives) according to Sponsorship policies and quality standards.
3) Review, scan, screen and registry of child and sponsorship communications into the Global Sponsorship systems and platforms (LTE, Salesforce and Donor Portal) according to established process flow and procedures.
4) Registry child new enrollments and their updates into Sponsorship system according to quality standards and procedures.
It is also expected that the outsourcing company must provide:
5) Submission of periodic reports on the processing of communication pieces, courier and contents as to provide corresponding follow up, monitoring and quality.
6) Providing information to local partners and country offices when specific follow up is needed.
7) Holding monthly meetings with the Country Sponsorship Engagement and Retention Manager in order to review operations and improvement options; allow for regular visits in order to monitor the use of platforms and tools.
Ecuador and Bolivia embarked in this initiative in early fiscal year 19 (June 2018) while Guatemala has been implementing the initiative for four years. Honduras is currently finalizing the bidding process, which is why will not be considered in the assessment.
Hypotheses
The hypotheses for the outsourcing initiative are:
1. The outsourcing of Sponsorship Operational Process will result in savings for the organization (between 10:30)
- Outsourcing company is an established company with a customer portfolio, experience, infrastructure and basic administrative structure which allows for a competitive service offer.
2. As sponsorship processes to be outsourced are standard, the approach to identify and select the vendor can also be standard across countries:
- Standard terms of reference can be used
- The search looks for logistic companies which are ideal for this type of outsourcing: experience in handling volume transportation of materials, correspondence or other goods.
3. The outsourcing of Sponsorship Operational Processes will not affect the accomplishment of quality standards:
- Timeliness : at least the 95 of sponsors and child communications are processed and sent to corresponding recipients.
- Quality:
o The outsourcing company implements recruitment processes that ensure adequate staff is hired.
o the outsourcing company implements documented quality controls for translated communications and ready: to: send communications that allow for the identification of any child safeguarding or any other quality content concer
