How to use the Helpdesk

The Helpdesk is easy to use. The process for a Helpdesk assignment looks like this:

Step 1: Initiation. You express your specific needs and requirements in a Terms of Reference (ToR). You are encouraged to discuss with the Helpdesk how to frame and design the assignment – this is where the pre-assignment dialogue comes in! We have appointed a Helpdesk Advisor who is available to support you with any questions about the content, details, level of effort, etc. of the assignment.

Contact the Helpdesk Advisor by sending an email to NCG.health.helpdesk@ncgsw.se.

Step 2: Sending of the all-off request.

Fill out the standard call-off request form and e-mail it to the Helpdesk at NCG.health.helpdesk@ncgsw.se. The call-off request form details the support that you need and your assessment of how many workdays it will require (maximum 5 days/40 hours). When sending the call-off request, remember to attach any additional material that are relevant for the assignment, so that the assignment can be started without delay. The Helpdesk Advisor will help you further clarify your request if needed.

Some tips for initiating a good assignment:

• Gather up all the relevant documentation for the assignment;
• Specify in your request if there is a specific expertise you are looking for;
• Specify whether you think a field visit will be required;
• Think about what the output should look like.

Step 3: Selection of consultant(s). The Helpdesk confirms the receipt of your request. The Helpdesk will assign the expertise needed together with a Quality Assurance (QA) expert and inform Sida/Embassy of the consultant(s) assigned and that the assignment is accepted. This is done within 2 working days from the call-off reception date. Sida/Embassy can choose to accept the consultants suggested or communicate otherwise. Assigned consultants are ready to start within 7 working days. In case where a specific competence is requested, the consultants can start within 10 working days.

Step 4: Discussion and agreement on deliverables. The assigned consultant will contact the Sida/Embassy staff member requesting the services to arrange a start-up meeting to discuss the assignment and agree on the deliverables. This will be followed up with an email summarising the deliverables and timescale. This is an important stage and should not be skipped.

Step 5: Implementation and QA of the assignment. The consultant will carry out the assignment (e.g. desk study, training, analysis, etc.). The final output will be quality assured by the assigned QA expert before submission to Sida/Embassy.

Step 6: Approval and documentation. When you are ready to approve the final submission, confirm that you recognise the assignment to be completed by sending an email to NCG.health.helpdesk@ncgsw.se and the consultant responsible for the assignment. The title of the email should contain the word “Accepted”, and the final products/deliverables should be attached to this email. This step enables the consultants to invoice Sida for the completed assignment as well as for Sida to keep track on approved assignments.

Step 7: Satisfaction questionnaire and assignment closure. The Sida/Embassy staff member will be sent a short follow-up satisfaction questionnaire and once this is completed, the assignment will be closed.