NOTE: Signed Offeror’s Letter to UNDP Confirming Interest and availability - - Letter to UNDP Confirming Interest and Availability.docx - to be sent to e-mail with Subject: Job ID 96281.

Digital transformation in Bosnia and Herzegovina is gaining speed. Yet, its full potential remains largely untapped. Global practice shows that to build a public sector that is fit for the future, governments must “reinvent” themselves. Digital transformation is not just about new technologies, but requires an overhaul of organizational structures, work processes, skills, culture and mindset.

In August 2020, UNDP, in collaboration with the British Embassy in Bosnia and Herzegovina, has launched the Digital Transformation in the Public Sector Project (2020-2024), which aims to support authorities in their journey towards the country’s digital future by promoting new capabilities and leveraging technology and innovation for more effective and inclusive governance and public service delivery. In partnership with authorities and all relevant stakeholders, the Project will contribute to the following main results:

  • Enabling legal and policy environment accelerate digital transformation in the public sector;
  • Effective, people-centred and efficient e-government and e-services improve quality of life for citizens and ease of doing business;
  • Knowledge-sharing and networking among public sector stakeholders catalyze ideas and digital capacities.

Nurturing new skills and capabilities among political leaders and public servants across all government levels is central to setting in place a critical mass of agents of change who can move forward the digital agenda in the public sector, to the benefit of all citizens – including the most vulnerable ones - and businesses. By promoting and supporting innovation in the public sector, the Project will create a “safe haven” for pilot experimentation that can then be scaled up. Continuously seeking to demonstrate how technology can bring about fast, system-wide and tangible improvements in the way public services are delivered to the citizens and businesses, will serve as a powerful motivating factor. The Project will work with stakeholders across all government levels – state, entity, cantonal and local.

Duties and Responsibilities

As one of the Project priorities will be to support authorities in the prioritization, participatory design and setting in function of key e-services (for citizens – G2C , businesses – G2B  or other institutions – G2G ), the objectives of the consultancy is to provide high quality expertise and technical advice in the design and roll out of priority e-services in the public sector.

Specifically, the National E-Services Design Consultant will have the following tasks:

Task 1: Provide high quality technical advice and expertise in the situational analysis and design of selected e-services

  • Support situation assessments preceding e-service design in partner institutions, plan and facilitate meetings/workshops required for the process and data mapping, requirement gathering work and completion of relevant documentation, including development of any ‘as is’ as well as ‘to be’ process/user journey maps or other documentation.
  • Provide technical advice and guidance in the e-services design process by promoting the principles of user-centricity, “whole-of-government” and “once only”, as well as gender equality and equal access for all.
  • Advise and suggest top-notch solutions and horizon technology, if appropriate, for e-services in the public sector, support the design of technical specifications for selected e-services based on the institutional partners’ stakeholders’ requirements that were gathered and analyzed, with the frequent follow-ups with stakeholders to ensure requirements for the procurement process are clear, comprehensive, and fit for purpose.
  • Support measures that ensure institutionalization and sustainability of the e-services, as well as in the formulation of capacity development assistance to relevant institutions to enable use of the new e-service systems.

Task 2: Provide assurance in development, testing and setting in function of selected e-services

  • Act as a service owner facilitating communication between the institutional partners’ stakeholders and software developers to bring requirements to working digital product, by resolving queries, providing clarifications and ensuring institutional partner stakeholders are consulted and views are sought where any major decisions in agile software development process are required.
  • Plan and facilitate inspect-and-adapt meetings with all stakeholders, required during the software development process to ensure that the digital product developed will be fit for purpose.
  • Backstop the design and testing of the priority e-services, by co-ordinating and overseeing testing activity and supporting development of acceptance criteria that prove that the service requirements have been implemented accurately and effectively.
  • Provide technical advice and quality assurance for the process of testing and setting in function of the priority e-services by communicating the outcomes of development and testing process to the Project team and supporting completion of the required documentation and project sign-off.
  • Monitors and assess the effectiveness and the levels of usage of the e-services launched and advises the Project team appropriately.

It is envisaged that the consultancy will be delivered by the end of December 2021 and the level of effort will not exceed 100 expert days. Candidates should be aware that potential in-country travel costs related to the assignment will be covered by UNDP.



Deliverables / Outputs

# of Days per Task

Due Date



High quality technical advice and expertise provided in the situation analysis and people-centered design of at least 5 selected e-public services


End-July 2021



Quality assurance and backstopping provided during the development, testing and setting in function of at least 5 priority e-services.


July – end-December 2021



Core values:

  • Demonstrates commitment to UNDP’s mission, vision and values;
  • Plans, prioritizes and delivers tasks on time;
  • Participates effectively in a team-based, information-sharing environment, collaborating and cooperating with others;
  • Innovation;
  • Critical thinking;
  • Ability to make new and useful ideas work.


  • Ability to persuade others to follow;

 People Management:

  • Ability to improve performance and satisfaction;
  • Ability to listen, adapt, persuade and transform.


  • Ability to get things done while exercising good judgement.


  • Excellent communication and interpersonal skills;
  • Ability to handle complex situations and multiple responsibilities simultaneously, mixing long-term projects with the urgency of immediate demands;
  • Excellent ability to multi-task in a high-demand and fast-paced work context;
  • Promotes a knowledge-sharing and learning culture in the office;
  • Ability to conceptualize, write and present in a clear and concise manner.

Job Knowledge and Expertise:

  • Expertise and knowledge in the field of e-governance, information systems in the public sector, e-services, digital transformation.

Required Skills and Experience

Academic Qualifications/Education:

  • Advanced university degree in economics, public administration, ICTs for development, computer science, or other relevant field;


  • At least 7 years of relevant professional experience in the area of digital transformation, e-services and e-governance in Bosnia and Herzegovina;
  • Proven previous experience in working with/for and knowledge of the public sector and the governance system of Bosnia and Herzegovina;
  • Proven experience in provision of technical advice and collaboration with the public sector in the design of e-services and digital solutions in Bosnia and Herzegovina.

Languages Requirements:

  • Excellent writing, editing, and oral communication skills in English.

Longlisting/Shortlisting Criteria

Qualifications as stated in the ToR



Relevant Education

Max 50 points

40 points allocated for MSc/MA

+ up to 10 points for PhD

Relevant professional experience

Max 50 points 

Only candidates obtaining a minimum of 70 points would be considered for the technical evaluation.

Technical Evaluation Criteria



Rating based on Qualifications


At least 7 years of relevant professional experience in the area of digital transformation, e-services and e-governance in Bosnia and Herzegovina


Proven previous experience in working with/for and knowledge of the public sector and the governance system of Bosnia and Herzegovina


Proven experience in provision of technical advice and collaboration with the public sector in the design of e-services and digital solutions in Bosnia and Herzegovina



Individual  will be evaluated based on the following methodology:

Cumulative analysis

When using this weighted scoring method, the award of the contract should be made to the candidate whose offer has been evaluated and determined as:
a) responsive/compliant/acceptable, and
b) Having received the highest score out of a pre-determined set of weighted technical and financial criteria specific to the solicitation.

  • * Technical Criteria weight-70%
  • * Financial Criteria weight- 30%

Interested candidated must submit the following documents/information to demonstrate their qualifications:

  • Personal CV including past relevant experience and at least 3 references;
  • Motivation letter and a brief methodology (2 pages max.) on how the applicant will approach and conduct the work.

Please scan all above mentioned documents and upload as one attachment only online through this website.


  • For an assignment requiring travel, consultants of 65 years or more require full medical examination and statement of fitness to work to engage in the consultancy.
  • Due to large number of potential applicants, only competitively selected candidates will be contacted for remaining steps of the service procurement process.