Change Management Expert, UNCDF / BTCA

Advertised on behalf of :

Location : Accra, GHANA
Application Deadline :27-Aug-19 (Midnight New York, USA)
Additional Category :Sustainable Development and Poverty Reduction
Type of Contract :Individual Contract
Post Level :International Consultant
Languages Required :
Starting Date :
(date when the selected candidate is expected to start)
Duration of Initial Contract :Up to 110 working days per year
Expected Duration of Assignment :September 15, 2019 – March 15, 2020



The Better Than Cash Alliance (UNCDF)

United Nations Capital Development Fund(UNCDF) is the UN’s capital investment agency for the world’s least developed countries (LDCs). It creates new opportunities for poor people and their communities by increasing access to inclusive finance and investment capital. Established by the General Assembly in 1966 and with headquarters in New York, UNCDF is an autonomous UN organization affiliated with UNDP.

Based in UNCDF, the Better Than Cash Alliance(BTCA) is a partnership of 70 governments, companies and international organizations that accelerates the transition from cash to digital payments in order to reduce poverty and drive inclusive growth by:

  • Advocating for the transition from cash to digital payments in a way that advances financial inclusion and promotes responsible digital finance.
  • Catalyzing the development of inclusive digital payments ecosystems in member countries to reduce costs, increase transparency, advance financial inclusion-- particularly for women-- and drive inclusive growth; and
  • Conducting research and sharing the knowledge and experiences of our members to inform strategies for making the transition.

Billions of dollars in cash payments and transfers are made daily in emerging and developing economies, including payment of salaries, social welfare and relief, payments to suppliers, remittances, etc. The problems with these cash payments include a lack of transparency, accountability and security, as well as inefficiency. Individuals who receive cash payments are often part of the 1.7 billion excluded from the formal financial sector.  This means they are excluded from access to a range of appropriate and affordable financial services to help them save safely take advantage of economic opportunities and reduce their vulnerability to risk.

Shifting these payments from cash to digital has the potential to improve the lives of low-income people, 

particularly women, while giving governments, the development community and the private sector a more transparent, time and cost efficient, and often-safer means of disbursing payments.

From a corporate perspective, payments completed in the value chain of businesses represent some of the most significant payment flows of national economies. To highlight this impact, the Alliance published a report on “The Future of Supply Chains: Why Companies are Digitizing Payments"showcasing how companies in different business sectors have benefited from digital payments in their supply chains and play an important role in building an inclusive digital payment ecosystem. Thus, the Better Than Cash Alliance is committed to supporting digitization of companies' payment flows in different business sectors across the corporate payment grid (B2B, B2P, B2G, and P2B).

The Better Than Cash Alliance Team’s Core Values are the following:  

  • Achieving together
  • Striving for excellence
  • Service oriented 
  • Results oriented


For more information on BTCA, please visit the website:


Ghana Water Company Limited


Ghana Water Company is a utility company, fully owned by the state. The company is responsible for potable water supply to all urban communities in Ghana. Ghana Water Company Limited began the process of transforming its billing processes in August 2016. The transformation process began with the validation of existing customer database and subsequently capturing customer consumption electronically. The concluding part of the process, and arguably the most important part is the payment made by customers after they have been billed at the end of the month. One key objective to be achieved is the digitisation of customer payments. Work has gone into integrating with all mobile platforms, some commercial banks, and other online (mobile) payment platforms. With such integration, customers are able to pay their water bills via mobile money (MTN, Vodafone, Tigo and Airtel); via their bank’s digital payment platforms and online payment platforms like ExpressPay and Slydepay. It is easier now to monitor in real time all payments that are received in respect of water bill collection, and the payments can directly reflect in the customers’ balances.


The Alliance has been working with the GWCL to digitize post-paid water bill payments in the past one year, at the request of the Ministry of Finance with the concurrence of the GWCL Management. GWCL has close to six hundred thousand customers on its book, this number keeps growing due to new connections across the country. The need to digitize bill payments is part of the overall company’s strategy to be more efficient, offer customers more convenience when making payment, and a response to the government’s call for government agencies to digitize their payments. 

Based on the lessons from the first phase, the GWCL now wants to accelerate the roll out, in order to increase adoption, and usage of the various payment channels in place. Part of the transformation process includes implementing a robust change management system that will position the company to achieve its goal of bringing convenience to customers through digitization. The change management process will prepare staff at all levels, including training, in order to facilitate usage of digital payments for bill collections.

Duties and Responsibilities



The Better Than Cash Alliance and Ghana Water Company are looking to hire a Change Management Expertwith experience in leading digital transformation in private and public sectors, to support Ghana Water develop and implement an all-inclusive change management process.    

Based within the GWCL, with supervision from the Better Than Cash Alliance Africa Regional Lead, the consultant will be responsible for the following:

1. Assess the current organizational change level, given the progress made so far in the transformation process. 

  • Obtain staff’s views and expectations on the ongoing digital transformation process. This may be through running an anonymous internal staff survey, focus group discussions or other convenient and relevant methods.
  • Document, analyze and present the findings and recommendations to the senior management team for their approval.


2. Based on the findings, develop a digital payment change management framework incorporating implementable action points that will enhance organizational appreciation of digitizing bill collection, as well as agree with Senior Management on key change management performance indicators.

  • Agree on key performance indicators and develop monitoring tools for the same
  • Using tracking tools like the change management transformation cycle, (1. Resistance, 2. Awareness, 3. Understanding, 4, Acceptance and 5 Commitment[1]), aim to move majority of staff to Acceptance and Commitment levels.  This process may include identifying internal key success factors, agreeing on key measurements metrics for success, timelines and identifying departmental champions who will help transmit core messages that can be useful for obtaining buy-in throughout the company.

3. Guide management in implementing the agreed plan, that includes

  • Implementing a robust internal communication strategy. This strategy should be focused on highlighting the benefits of digitizing bill collection to staff and the organization as a whole.  As part of the strategy and to prepare the staff for the cultural change, initiatives such as newsletters, videos, briefings, and Q&A sessions with staff could be put in place. 
  • Tracking staff feedback and ensure issues raised by staff are addressed,
  • Monitoring and tracking the agreed KPIs with regular feedback to senior management.


4. Working with the GWCL management, conduct a final assessment to establish the effectiveness of change management tools to the transformation process.

  • Conduct a final assessment through staff surveys, focus group discussions, one on one interviews or other data collection tools to obtain feedback from staff
  • Review post change management digital payments statistics to assess the effectiveness of the transformation process
  • Document selected demand side feedback to assess clients’ convenience with digital payments of bills.



The consultant will deliver the following final products:

i) Change Management Assessment Report

ii) Digital Payments Change Management Framework/Plan

iii) Implementation report including documents and guidelines on change management for GWCL, highlighting among other things

  • Number of staff trainings conducted with clearly documented outcomes of each training. 
  • Change management tools that are being used by GWCL.

iv) Final staff assessment and project report, that will include

  • Progress made in the transformation process
  • Payments metrics, based on the tracked KPIs
  • Lessons learnt in implementing change management systems in GWCL.




Description of Deliverables / Milestones

Target Completion – Estimated at this point

Estimated Payment Schedule (In % of Contract Price)

1. Change Management Initial Assessment Report accepted by GWCL Senior Management



2. Digital Payments Change Management Framework/Plan approved by GWCL Senior Management

October 2019


3. Implementation report including documents and guidelines on change management for GWCL- highlighting among other things - accepted by GWCL Senior Management

  • Number of staff trainings conducted with clearly documented outcomes of each training. 
  • Change management tools in place and being implemented 

December 2019


4. Final organizational assessment and project report approved by GWCL Senior Management, that will include

  • Progress made in the transformation process
  • Payments metrics, based on the tracked KPIs
  • Lessons learnt in implementing change management systems in GWCL.


January 2020








Number of working days: Approximately 110 working days, spread over a period of six (6)months.


Duration of assignment: September 15, 2019 – March 15, 2020


Duty station:Candidate will be seated inGWCL’s Accra office in Ghana. 


Travel:Travel outside Accra (to the field and other relevant locations) may be required  and will be organized under the rules and requirements of GWCL in consultation with Better Than Cash Alliance. Such travel will becompensated ona reimbursable basis following the UNDP/UNCDF rules and regulations, which states that consultants shall only be paid the most direct and most economical ticket, regardless of distance and number of hours, as will be quoted by the official UN travel agency.  Any amount in excess of the said quotation, such as class and airline preference of the consultant, shall be borne by the consultant. Daily living allowance shall not exceed prevailing  UN Rate on the destination.

Please note that UNCDF cannot guarantee residence permits or visas for consultants.  Consultants are responsible for securing their work documentation. In case of national consultants, applicants that are not nationals of the duty station requested will have to prove their residence status.  




The consultant will be hired by UNCDF Better Than Cash Alliance and work closely with GWCL in their Ghana Head office based in Accra. The consultant will work under the direction of the GWCL Digital Innovation Project Manager and supervised by the Alliance’s Africa Regional Lead.  


A project steering Committee will convene regularly (bi-weekly or more if needed) to review project progress, address any issues, and provide feedback and clearance on deliverables or when necessary. The project steering committee will be constituted by members of the Better Than Cash Alliance and GWCL.


Payments will be made upon successful completion of scheduled deliverables,based on the percentage of contract price corresponding to the deliverables stated in Section 5 above, and as per certification by the UNCDF’s Better Than Cash Alliance project committee and evaluation / signing off by direct supervisor / GWCL Digital Innovation Project Manager.

Final payment shall require a signed performance evaluation of the consultant.


The following supporting documents will serve as conditions for payments to an Individual Contractor: 

(i) submission of an invoice and Certificate of Payment (COP); (ii) review, approval and written acceptance of each deliverable by the GWCL Digital Innovation Project Manage (DIPM) and any other Project/Programme Manager designated by DIPM; (iii) submission of a time-sheet and expenses with relevant supporting documentation; and (iv) an authorization of payment disbursement from a direct supervisor. 




Core Competencies:

  • Demonstrates ethics and integrity;
  • Demonstrates political acumen and calculated risk taking;
  • Demonstrated excellent writing, editing and communications skills to an international standard including correspondence, reports, talking points and briefing material; essential
  • Builds own competence, creating an environment of creativity and innovation;
  • Creates and promotes open communication;
  • Remains calm, in control and good humored even under pressure;
  • Conducts fair and transparent decision making;
  • Displays cultural and gender sensitivity and adaptability;
  • Shows strong corporate commitment.


Functional Competencies:



  • Project management lifecycle
  • Ensures the full implementation of a project to obtain results;
  • Conceptualizes more effective approaches to programme development and implementation and to mobilizing and using resources;
  • Anticipates constraints in the delivery of services and identifies solutions or alternatives;
  • Makes effective use of UNCDF’s and other Better Than Cash Alliance member resources and comparative advantage to strengthen partnerships;
  • Creates networks and promotes initiatives with partner organizations;
  • Creates an environment that fosters innovation and innovative thinking;



  • Solid skills in organizational change management, internal and external client assessments, strategy development and data analysis/management (spreadsheets, etc.)
  • Understanding of key issues and international good practice relating to financial inclusion and digital payments 
  • Excellent presentation and representation skills in multicultural contexts
  • Ability to translate complex technical ideas to a non-technical audience in both verbally and in writing

Required Skills and Experience



  • A Master’s degree in economics, public/business administration, ICT, social sciences, or related discipline or the equivalent experience; and 


  • A minimum of seven (7) years dedicated experience in leading change management process for digital transformation in private and public sectors;
  • A minimum of five (5) years of experience in the formulation of and implementation of digital transformation strategies;
  • Experience with the Policy and regulatory knowledge of the Ghana work environment
  • Specific experience in stakeholder management, negotiation and conflict management in highly complex organization is highly desirable. 


Desired Attributes:

  • Additional trainings related to change management and digital financial services is highly desirable. 
  • Knowledge and understanding of implementing or reforming utility bill payments highly desirable 
  • Working knowledge of current developments in digital transformation with a specific focus on payments. 



  • Fluency in English is required




Interested individual consultants must submit the following documents/information to demonstrate their qualifications. (Note: the system does not allow multiple uploads of documents. Applicants must make sure to upload all documents in one PDF file).

All applications must contain the following information:


The following documents are requested:


  • Cover letter with a summary statement of competencies in relation to the Terms of Reference (TOR), specifically focusing on the extent of compliance with the qualification requirements;
  • Personal CV or P11, indicating all past experiences from similar projects, as well as contact details (e-mail and telephone number) of at least three (3) professional references;
  • Earliest availability and proposed schedule for consultancy;
  • Signed Financial proposal for the assignment outlining: All-inclusive fee (including professional fees and other professional expenses, such as housing, insurance, taxes, etc.). Available at

If an Offeror is employed by an organization/company/institution, and he/she expects his/her employer to charge a management fee in the process of releasing him/her to UNCDF under Reimbursable Loan Agreement (RLA), the Offeror must indicate at this point, and ensure that all such costs are duly incorporated in the financial proposal submitted to UNCDF. 


Failure to submit all the below mentioned documents may result in rejection of the application.




Applications will be rated on both technical and financial submissions. The following selection method will be used: Highest rated proposal using the combined scoring method, which assigns the weight distribution between the technical and financial proposals. The overall combined score will be 100 points, where weight distribution shall be 70% technical (30% desk review + 40% interview) and 30% financial.


Step I: Screening

Applications will be screened and only applicants meeting the following minimum criteria will progress to the pool for shortlisting:

  • A Master’s degree in economics, public/business administration, ICT, social sciences, or related discipline or the equivalent experience; and 
  • A minimum of seven (7) years dedicated experience in leading change management process in private and public sectors; 


Step II: Shortlisting by Desk Review (100 points)

The Better Than Cash Alliance will conduct a review of a profile (technical evaluation) that matches applicants experience and expertise to the key tasks outlined in the consultancy. These are detailed under each of the following Key work areas noted above:


  • Technical expertise in change management for digital transformation, stakeholder management in inclusive finance, digital finance, payment systems or financial services entities (35 points);
  • Strategy formulation and implementation management, related digital transforming entities.  (30 points); 
  • Stakeholder and partner consultation (25 points). 
  • Policy and regulatory knowledge of the Ghana work environment (10 points);


Only the top candidates obtaining a minimum of 70 points in the review of profile will be considered for Technical Interviews. Technical interviews will explore the same key work areas, in greater depth, with the same weighting.


Step III: Interview

A competency-based Interview shall be conducted with the to top candidates who score the highest in Step II (minimum of 70 points). Ccandidates will be tested on the following:

  • Relevant experience
  • Sector Knowledge  
  • Communication Skills

Only candidates obtaining a minimum of 70% on the total of Step II + Step III will be considered as technically qualified and will be reviewed further for financial evaluation.


Step IV: Financial Evaluation:

The following formula will be used to evaluate financial proposal:

Lowest priced proposal/price of the proposal being evaluated x 30%.


Award Criteria

The contract shall be awarded to the applicant whose offer has been evaluated and determined 

  1. Responsive/compliant/acceptable; and 
  2. Having received the highest score out of a pre-determined set of weighted technical and financial criteria specific to the solicitation.

Both individual consultants and individuals employed by a company or institution are welcome to apply. 

Any individual employed by a company or institution who would like to submit an offer in response to a Procurement Notice for IC must do so in their individual capacity (providing a CV so that their qualifications may be judged accordingly). Women candidates or women-owned businesses are strongly encouraged to apply.

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.

 Individual Consultants are responsible for ensuring they have vaccinations/inoculations when traveling to certain countries, as designated by the UN Medical Director. Consultants are also required to comply with the UN security directives set forth under  If the consultant is over 65 years old, UNCDF reserves the right to require full medical certification and clearance from the consultant’s physician prior to commencing the travel.

Please include all documents into one file while submitting your application.

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UNDP’s Individual Consultant’s General Terms and Conditions are provided here:

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.

If you are experiencing difficulties with online job applications, please contact

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