In accordance with UN Staff Rule 6.4, staff members shall be entitled to compensation in the event of death, injury or illness attributable to the performance of official duties on behalf of the United Nations, in accordance with the rules set forth in Appendix D to the Rules. Staff Rule 6.5 provides that staff members be entitled, within the limits and under terms and conditions established by the Secretary-General, to reasonable compensation in the event of loss or damage to their personal effects determined to be directly attributable to the performance of official duties on behalf of the United Nations. In addition to the above provisions, eligible staff members are covered worldwide under the Malicious Acts Insurance Policy (MAIP) – formerly known as the War Risk Insurance Plan, for death or disability caused by a malicious act.

The administration and representation of the compensation claims associated with the above mentioned provisions that involve staff members of UNDP and the staff members of the agencies that are administered by UNDP are processed by the Office of Human Resources (OHR), Bureau Management Support. Currently the compensation claims include under the Appendix D; MAIP (Malicious Acts Insurance Policy), Loss/Damage to Personal Effects.  Currently, based on the figures to-date this entails the review, processing, documenting and submission of approximately 700 Appendix D, MAIP and UNCB claims for UNDP, UNOPS, UNFPA, WFP and UN Secretariat.

The stakeholders for this business process are the Country Offices, the UN agencies, UN Advisory Board for Compensation Claims, UN Claims Board, Insurer for MAIP and the UN Medical Services Division. The beneficiary of the service is the claimant i.e. staff member, former staff member, surviving dependent.

The objective of this procurement exercise is to contract an individual consultant who will  review and analyse the current business process for Appendix D; MAIP (Malicious Acts Insurance Policy), UN Claims Board –Loss/Damage to Personal Effects claims. Once the deficiencies are identified, the Consultant will develop a solution that is automated, streamlined and simplified, and that will be implemented in ServiceNow platform which OHR is currently introducing. This requires the Consultant to develop the functional requirements and workflow that will transform the current complex manual processes, and related processes within the Strategic People Management pillar, into an innovative and workable business solution for headquarters and to support country offices. This project is an important part of UNDP’s duty of care initiatives as part of its People for 2030 strategy.

Duties and Responsibilities

  1. Compilation and collation of the existing policies, procedures, process notes, SOPs, documents and all records, analysis, mapping and identification of deficiencies in current process;
  2.  Analysis of existing information documentation, mechanisms and tools and identification of key deficiencies in existing process and procedures.
  3. Collecting/summarizing information on good practices in UN agencies, public and private organizations, with a special focus on areas where challenges in UNDP have been identified.
  4. Based on the research, prepare a design document that outlines the functional requirements of an automated workflow.
  5. Create new forms and templates.
  6.  Brief HR Specialist on designed workflow, concepts of a digital business process and underlying principles.
  7. Carry out hand over and briefing sessions with IT technical team, solutions architect and business owner.



  •  Demonstrate integrity by modelling the UN’s values and ethical standards
  • Advocates and promotes the vision, mission, and strategic goals of UNDP
  • Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability

Technical / Functional

  •  Knowledge of design processes and methodologies
  •  Understanding of interactive digital technologies, standards and industry trends and experience in designing processes and workflows leveraging these trends
  • Ability to gather and document business and functional end user requirements
  •  Familiarity with ServiceNow and Oracle People Soft is desirable

Required Skills and Experience

Academic qualifications:

  • At least Bachelor’s Degree in Human Resources Management, Business Administration, Information Technology or a related discipline


  • Minimum of 5 years’ experience in Business Process Reengineering, development of functional requirements, and User Interface Design and Evaluation required,
  • Minimum of 2 years’ experience, in claim management preferably in an insurance setting, customer relationship management and relevant technical fields required,
  • Minimum of 2 years’ experience, or knowledge of, issues related to HR policies and compensation is desirable,     


  • Fluency in written and spoken English is required;

Application Procedure

The application package containing the following (to be uploaded as one file):

  •  A cover letter with a brief description of why the Offer considers her/himself the most suitable for the assignment;
  • Personal CV or P11, indicating all past experience from similar projects and specifying the relevant assignment period (from/to), as well as the email and telephone contacts of at least three (3) professional references; and

Note: The above documents need to be scanned in one file and uploaded to the online application as one document.

Shortlisted candidates (ONLY) will be requested to submit a Financial Proposal.

The financial proposal should specify an all-inclusive daily fee (based on a 7 hour working day - lunch time is not included - and estimated 21.75 days per month).

The Financial Proposal is to be emailed as per the instruction in the separate email that will be sent to shortlisted candidates.

Evaluation process

Applicants are reviewed based on Required Skills and Experience stated above and based on the technical evaluation criteria outlined below.  Applicants will be evaluated based on cumulative scoring.  When using this weighted scoring method, the award of the contract will be made to the individual consultant whose offer has been evaluated and determined as:

  • Being responsive/compliant/acceptable; and
  • Having received the highest score out of a pre-determined set of weighted technical and financial criteria specific to the solicitation where technical criteria weighs 70% and Financial criteria/ Proposal weighs 30%.

Technical evaluation - Total 70% (70 points):

  •  Criteria 1: Relevance of experience in Business Process Reengineering, development of functional requirements, and User Interface Design and Evaluation (25 points).
  • Criteria 2:  Relevance of experience in claim management preferably in an insurance setting, customer relationship management and relevant technical fields (15 points)
  •   Criteria 3: Relevance of experience of evaluating and designing new business processes in national institutional settings (5 points)
  • Criteria 4: Interview: (25 points)

Maximum Points: 70

Having reviewed applications received, UNDP will invite the top three technically qualified candidates for interview. Only technically qualified candidates who obtain at least 50% of the total of points obtainable during the interview will be invited for financial proposal. Please note that only shortlisted candidates will be contacted.

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.

Financial evaluation - Total 30% (30 points)

The following formula will be used to evaluate financial proposal:

p = y (µ/z), where

p = points for the financial proposal being evaluated

y = maximum number of points for the financial proposal

µ = price of the lowest priced proposal

z = price of the proposal being evaluated

Contract Award

Candidate obtaining the highest combined scores in the combined score of Technical and Financial evaluation will be considered technically qualified and will be offered to enter into contract with UNDP.

Institutional arrangement

The consultant will work under the guidance and direct supervision of the Chief, HR policy and compensation unit and will be responsible for the fulfilment of the deliverables as specified above.

Payment modality

  • Payment to the Individual Contractor will be made based on the actual number of days worked, deliverables accepted and upon certification of satisfactory completion by the manager.

The work week will be based on 35 hours, i.e. on a 7 hour working day, with core hours being between 9h00 and 18h00 daily.

Annexes (click on the hyperlink to access the documents):

Annex 1 - UNDP P-11 Form for ICs

Annex 2 - IC Contract Template

Annex 3 – IC General Terms and Conditions

Annex 4 – RLA Template

Any request for clarification must be sent by email to 

The UNDP Central Procurement Unit will respond by email and will send written copies of the response, including an explanation of the query without identifying the source of inquiry, to all applicants.