International Expert on Public Service Standards

Location : Primarily in Tirana, ALBANIA
Application Deadline :11-Nov-21 (Midnight New York, USA)
Type of Contract :Individual Contract
Post Level :International Consultant
Languages Required :
Expected Duration of Assignment :Twenty-five (25) working days, in the timeframe December 2021 – March 2022

UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.


Transforming the way the public administration provides services to its citizens by placing them at the center is an ambitious initiative of the Government of Albania. This initiative involves a substantial shift from operating to a narrow or isolated department within the government to a more holistic, citizen-centered approach and is now in the consolidation phase.

Today, Albania's database includes 1,300 classified & codified public services uploaded in an intranet platform and 1,182 service information passports for 65 institutions. 

The public services reform relies heavily on innovation and information technology to improve procedures, information flows, and service delivery organization. On the e-governance front, the National Agency for Information System (AKSHI) provide ICT-related and software solution and electronic services for citizens, businesses, and public administration, to apply and obtain public services online through the portal. 

As of September 2021, 1207 services are available for online application through the portal.

With support by development partners in the design and implementation of the priority public services reform, UNDP's project "Consolidation of Citizen-Centric Public Service Delivery in Albania" (CSDA), with Austrian Development Cooperation (ADC) as a key contributor together with UNDP, responds to GoA's further assistance requests towards strengthening access to public services and the quality and efficiency in their delivery in Albania sustainably through citizen-centric innovation and utilization of information technology. It continues to support the progress of the public service delivery reform in Albania, with particular reference to:

1. Expansion of impact in the territory.

2. Monitoring of customer care standards' implementation by public institutions.

3. Institutional consolidation.

4. Service delivery innovation and digital agenda promotion. 

Relying on a human rights-based approach, the project aims to contribute to the gender equality agenda significantly. It asserts the concept of the right to quality public services for all citizens while ensuring special attention to women and vulnerable groups, the elderly, persons with disabilities, ethnic minorities – with specific reference to Roma and Egyptians, the economically disadvantaged, and the rural population in particular in remote locations.

Through its activities, CSDA is positioned to support the country's EU integration and regional cooperation agendas, help further comply with SDG goals, and promote South-to-South cooperation while ensuring synergy and complementarity with concurrent reform programs that impact service delivery activities, as well as partner assistance projects.

The project foresees assistance in providing policy, legal, change management, and coordination expertise at the public services reform leadership level.

Service standards constitute a crucial focus in the mandate of the new government coming out of the 25 April 2021 and sworn in on 18 September 2021. This focus is also reflected in a Minister of State for Service Standards appointment, a new government post. The Minister's areas of responsibility include developing and monitoring the implementation of state policies on standards of public services, ease of service delivery, effectiveness, and efficiency, and better service quality and access for citizens and businesses in Albania (Decision of Council of Ministers no. 525, dated 22 September 2021).

The Minister of State for Service Standards, in line with its field of responsibilities, cooperates with relevant institutions to draft, develop and monitor state policies and strategies for ensuring standards in the provision of public services, increasing the quality of services, facilitating public service provision, and increasing service delivery effectiveness.

The Minister of State for Service Standards coordinates and monitors the drafting of standards and cooperates within institutions in charge to provide public services and embark, if necessary, in re-engineering and deregulation to simplify and increase the efficiency and effectiveness of public services provided by public administration. 


Scope of the Assignment:

The Expert will support the Minister of State for Service Standards from policy, coordination, and implementation perspectives in establishing a framework for public service standards in Albania applicable for all the public institutions responsible for public service delivery at all levels.  

Duties and Responsibilities

Description of Responsibilities:


The Expert will work closely with the Office of the Minister of State for Service Standards in Tirana to accomplish the following tasks: 


? Facilitate a scoping exercise and provide strategic and policy advice toward developing a roadmap on public service standards in Albania.

? Offer an analysis of applicable EU and international standards and benchmarks, including relevant best country practices.

? Support the assessment process on existing standards to create a standards’ inventory in terms of approach and methodology and help identify insights from the findings during this process.

? Recommend the design of the process on standards’ development, including their improvement/updating, as well as on standards’ implementation monitoring.

? Engage in coordinating the design of a standardization roadmap through all the required steps from identification to development and legal formulation and the dissemination, implementation, and monitoring plan.

? Outline of a White Book on Standards in Public Service Delivery as a guide to help those concerned with the governance of public services and their standards. 




1. Roadmap document with key areas of focus, timeline, and required resources.

2. Outline of the White Book on Standards in Public Service Delivery.

3. Report on the process of standards development and coordination of a standardization initiative.

4. Assignment report, inclusive of lessons learned and recommendations for the future. 


Core Values

? Integrity - Demonstrate consistency in upholding and promoting the values of the UN in actions and decisions, in line with the UN Code of Conduct. 

? Professionalism - Demonstrate professional competence and expert knowledge of the relevant substantive areas of work. 

? Teamwork - Demonstrate ability to work in a team and to maintain effective working relations with people.

? Accountability – Takes ownership of all responsibilities and delivers outputs following agreed time, cost, and quality standards.


Functional competencies

? Strong communication and persuasive presentation skills.

? Ability to engage, consult and negotiate with a broad range of stakeholders from various hierarchic levels.

? Strong planning ability and accountability in line with required outputs within the assignment timeline.

Required Skills and Experience


? Advanced degree in Law, Economics, Public Policy/Administration, Business Administration or related fields 




Work experience

? At least ten (10) years of working experience with public service delivery and services standards. 

? Proven experience in policy review, re-engineering of processes, and regulatory framework for the application of standards of public service.

? Previous experience with a direct contribution in standards of public services in the central and local government levels and socio-economic development issues.

? Knowledge and experience with public administration and EU acquis approximation. 


Language requirement:


• Fluency in spoken and written English language. Knowledge of Albanian will be considered an asset.


Evaluation Procedure:

UNDP applies a fair and transparent selection process that would consider both the technical qualification of Individual Consultants as well as their financial proposals. The contract will be awarded to the candidate whose offer:

• Is deemed technically responsive / compliant / acceptable (only technically responsive applications / candidates will be considered for the financial evaluation)

• And has obtained the highest combined technical and financial scores.

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

• Criteria A: Compliant educational background – max points: 15

• Criteria B: Relevant professional experience – max points: 30

• Criteria C: Areas of expertise and knowledge – max points: 25

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

Candidates obtaining a minimum of 70% (49 points) of the maximum obtainable points for the technical criteria (70 points) shall be considered for the financial evaluation.


Application Procedure 

Interested applicants are advised to carefully study all sections of this ToRs and ensure that they meet the general requirements as well as specific qualifications described. Please make sure you have provided all requested materials. 

The application should contain: 

  • Cover letter explaining why you are the most suitable candidate for the advertised position. Please paste the letter into the "Resume and Motivation" section of the electronic application. 
  • Letter to UNDP Confirming Interest and Availability & Financial Proposal Form - please fill in the attached form. Download Here (kindly use FireFox Browser)
  • Filled P11 form including past experience in similar projects and contact details of referees, please upload the P11 instead of your CV. Download Here (kindly use FireFox Browser)
  • Financial Proposal in USD* - Specify Lump Sum in the United States Dollar for each of the tasks and at the bottom the Total Lump Sum for the Entire Job specified in this announcement. Please note that the financial proposal is all-inclusive and shall consider various expenses incurred by the consultant during the contract period (e.g. fee and any other relevant expenses related to the performance of services). 
  • Copy of Diplomas and copy of Passport. 
  • Technical proposal – specifying the methodology which the consultant will employ to conduct this assignment.

*Kindly note that Letter to UNDP Confirming Interest and Availability and Financial Proposal are two separate documents and should be both part of your application. 

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); In the P11 Form make sure to include Email Addresses of the Persons who are willing to provide References on your past experience in working with them.
  • Merge your UN Personal History Form (P11) for Service Contracts (SCs) and Individual Contracts (ICs), Financial Proposal Letter to UNDP Confirming Interest and Availability 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. 

Due to large number of applications we receive, we are able to inform only the successful candidates about the outcome or status of the selection process. 

UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence. 


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