Historique

The Government of Albania is determined to fundamentally change the way public services are provided in Albania through a variety of interventions under a citizen-centric approach, which combat corruption, foster a customer-care culture, enhance access, as well as increase efficiency in the Albanian public administration.

Under the Innovative Good Governance priority, launched in April 2014, the Program “Innovation against Corruption: Building a Citizen Centric Service Delivery Model in Albania” (ISDA), led by the Minister of State of Innovation and Public Administration (MIPA), entails a multilayered reform that focuses on key administrative central government public services to reduce the time and burden for citizens and businesses and improve service delivery quality, transparency and efficiency by using innovative solutions and ICT. Its key pillars are i) the establishment and management of an integrated nationwide model of service delivery whereby, the front office interface with the public is separated from back office processing, including the implementation of the one-stop-shop and in-one-place approach of the Citizen Service Center; (ii) service provision standardization, simplification through business process re-engineering and digitization, with a focus on online services; iii) citizen feedback and performance monitoring on service delivery for ongoing improvement.

As part of the reform, in October 2014, ADISA, the Agency for the Delivery of Integrated Services in Albania, was established to manage the centralized public service delivery to the citizens. Under the new law on public service delivery at the front office, approved by the parliament on February 18, 2016, its expanded mandate includes also the implementation of the separation of the front office (FO) from the back office (BO) in all central institutions. This process entails the overhaul of public service delivery in Albania with the establishment of service standards for the citizens and performance monitoring for service window clerks, based on a customer-care culture.

While a large scale funding pledge is being made by the World Bank, starting with a Project Preparation Facility, donor support provided primarily by UNDP, the EU Delegation in Albania, through the IPS II Trust Fund, as well as OSCE, has been essential for the reform start-up phase in terms of developing the framework, design of piloting and building MIPA’s management capacities.

Since mid-2014, UN Albania has supported through provision of technical assistance for the inventorying of public services delivered from central institutions. From early 2015, this technical assistance was structured within a project format under the name of “Support for Innovation against Corruption: Building a Citizen Centric Service Delivery Model in Albania”. Besides UNDP and the UN Coherence Fund, the Government of Italy is a key contributor in this project.

The project focuses on:

• The development of a long-term public service reform policy document;
• The design of the Front Office - Back Office separation model and its piloting;
• The establishment of service delivery standards;
• Institutional capacity building for ADISA, the newly-established national Agency for the Delivery of Integrated Services in Albania to become operational and able to implement the service delivery reform;
• Technical assistance for MIPA in reform management and monitoring.

Objectives of the assignment:

Improve strategic planning, performance management and capacity building of the Ministry of Innovation and Public Administration (MIPA) and especially ADISA to efficient delivery of the selected administrative services in Albania.

Devoirs et responsabilités

The Consultant will work under the overall guidance and management of the ISDA Program Director, and will collaborate closely with ADISA.

Under the term of this contract, the expert will be engaged for a total duration of nine (9) months.

During this engagement period, the expert shall perform the following tasks:

• Conduct institutional capacity and organizational design assessment for ADISA;
• Support the strengthening of the capacities of ADISA as the institutional linchpin for the  implementation of customer care citizen centric service delivery for central government administrative services, including structural, role description and human resource management;
• Deliver management training;
• Develop human resource augmentation for target institutions, involving different forms of transfer of knowledge, at the level of the administration at large, as well as individual institutions, units and working groups;
• Support the regular information flow among internal stakeholders on activities undertaken under the reform to ensure availability, accessibility and feedback;
• Prepare and implement an external stakeholders’ engagement plan to support reform initiatives, including design of engagement tracking tools and feedback follow through;
• Support the results-based planning and reporting process under the ISDA program, as well as contribute to its communications activities.

Expected deliverables:

• Institutional structure and management procedures of ADISA revised;
• Reform governance and inter/intra-agency coordination requirements reviewed;
• Coaching and on the job training in management-related skills delivered to ADISA senior managers;
• Capacity augmentation procedures developed;
• Internal and external stakeholder engagement plan designed and implemented;
• Monthly progress report on the tasks performed as per ToRs.

Compétences

Core competencies and values:

• Demonstrates integrity by modelling the UN’s values and ethical standards;
• Promotes the vision, mission, and strategic goals of UNDP;
• Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability;
• Treats all people fairly without favouritism.

Functional competencies:

• Ability to work well with multiple stakeholders;
• Ability to deliver under tight deadlines;
• Excellent organizational skills, and attention to detail;
• Creativity skills;
• Strong communication skills.

Qualifications et expériences requises

Education:

• Master studies in Political Sciences, Human Rights, Public Administration or any other related field.

Work experience:

• Minimum of 15 years professional experience.
• At least 5 years of experience related to human resource development and/ or training in national/international projects.
• At least 5 years of professional at managerial level in/with a public administration and/or international institutions in supporting institutional building related to organizational reform and change management and/or development strategies.
• Experience of working with donor-funded projects as key expert and/or project's counterpart in a relevant field is considered a plus.

Language requirement:

• Fluency in written and spoken Albanian and English.

Evaluation of applicants:

Applicants will be screened against qualifications and the competencies specified above. UNDP applies the ‘Best value for money’ approach - the final selection will be based on the combination of the applicants’ qualifications and financial proposal. Only the highest ranked candidates who would be found qualified for the job will be considered for the Financial Evaluation.

The award of the contract will be made to the individual consultant whose offer has been evaluated and determined as:

a) Responsive, and

b) Having received the highest score out of a pre-determined set of weighted technical and financial criteria specific to the solicitation.

Individual consultant will be evaluated based on a cumulative analysis taking into consideration the combination of the applicants’ qualifications and financial proposal.

Technical Criteria - 70% of total evaluation – max points: 70

Criteria A: Compliant educational background– max points: 20

Criteria B: Professional experience in the required area - max points: 30

Criteria C: Relevant work experience in human resource development in public administration and/or international institutions: max points: 20

Financial Criteria - 30% of total evaluation – max points: 30

Application procedures:

Qualified and interested candidates are requested to apply no later than 28 March 2016.

Please submit the following to demonstrate your interest and qualifications by explaining why you are the most suitable for the work:

• Cover letter stating your interest in and qualifications for the advertised position. Please paste the letter into the "Resume and Motivation" section of the electronic application.
• Filled UN Personal History Form (P11) for Service Contracts (SCs) and Individual Contracts (ICs); form (blank form can be downloaded from http://www.al.undp.org/content/albania/en/home/operations/jobs/; please upload the P11 instead of your CV.
• Financial Proposal - specifying a total fee amount per month for the tasks specified in this announcement.

Incomplete applications will not be considered. Please make sure you have provided all requested documents.

Qualified women and members of social minorities are encouraged to apply.

How to Submit the Application:

To submit your application online, please follow the steps below:

• Download and complete the UN Personal History Form (P11) for Service Contracts (SCs) and Individual Contracts (ICs);
• Merge your UN Personal History Form (P11) for Service Contracts (SCs) and Individual Contracts (ICs), Financial Proposal and cover letter into a single file. The system does not allow for more than one attachment to be uploaded;
• Click on the Job Title (job vacancy announcement);
• Click “Apply Now” button, fill in necessary information on the first page, and then click “Submit Application;”
• Upload your application/single file as indicated above with the merged documents (underlined above);
• You will receive an automatic response to your email confirming receipt of your application by the system.