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Consultant for reporting on trends of annual citizen satisfaction in MEG partner LGs over a four-year period
|Location :||Home Based, BOSNIA AND HERZEGOVINA|
|Application Deadline :||31-Jan-21 (Midnight New York, USA)|
|Type of Contract :||Individual Contract|
|Post Level :||National Consultant|
|Languages Required :||English|
|Duration of Initial Contract :||February 2021 – March 2021|
|Expected Duration of Assignment :||Maximum 25 expert days|
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.
NOTE: Signed Offeror’s Letter to UNDP Confirming Interest and availability - https://www.ba.undp.org/content/dam/bosnia_and_herzegovina/docs/Operations/Jobs/Offerors%20Letter%20to%20UNDP%20Confirming%20Interest%20and%20Availability.docx - Letter to UNDP Confirming Interest and Availability.docx - to be sent to e-mail firstname.lastname@example.org with Subject: Job ID 96284.
Financed by the Government of Switzerland and implemented by the United Nations Development Programme (UNDP), the Municipal Environmental and Economic Governance (MEG) Project is a 12-year intervention launched in 2016, in the domain of local governance in Bosnia and Herzegovina. The Project’s overall goal is defined as follows: Local governments (LGs), assigned with appropriate competences and finances, have improved their democratic governance, apply sound public policy and performance management systems, and provide public services in an inclusive, effective and efficient manner, particularly those related to economic and environmental sectors. The expected concrete improvements the Project will contribute to are clustered in three outcomes, as follows:
The Project’s territorial focus is on the North-West part of the country (including Una-Sana Canton and Prijedor region) and the North-East region (the wider Doboj-Tuzla area), covering 18 partner LGs: Bihac, Bosanska Krupa, Cazin, Doboj, Gracanica, Gradacac, Gradiška, Kalesija, Kostajnica, Kozarska Dubica, Prijedor, Prnjavor, Sanski Most, Tešanj, Teslic, Tuzla, Velika Kladuša and Žepce.
The Project is implemented in partnership with the Ministry of Foreign Trade and Economic Relations of Bosnia and Herzegovina, the Ministry of Development, Entrepreneurship and Crafts of the Federation of Bosnia and Herzegovina (FBiH), the FBiH Ministry of Agriculture, Water Management and Forestry, the Ministry for Administration and Local Self-Government of Republika Srpska (RS), the RS Ministry of Agriculture, Forestry and Water Management and both entity Associations of Municipalities and Cities (AMCs).
In its earlier stages and within its Local Government component, MEG Project assisted partner LGs in introduction of annual Citizen Satisfaction Surveys (CSS), using the Project developed Methodology that used specific questionnaires to collect and assess citizen satisfaction with municipal and public services. First annual satisfaction survey was organised by the MEG Project in 2016 and served as a baseline for citizens’ satisfaction with public services.
All partner LGs introduced this activity as a regular annual practice, endorsed by their municipal/city councils. However, some partner LGs opted to add or amend some questions to ensure that they better respond to their citizens’ needs. Hence, not all questionnaires are the same in a sense that they have all gone through some level of modification once the ownership of the Methodology and overall citizen satisfaction survey process was transferred to partner LGs in 2017.
The primary objective of this consultancy is to produce an analysis impression (ideally time-series analysis of available data) of changes in the citizens’ perception among 18 partner LGs, i.e. comparison of results over the period of five consecutive years (2016 to 2020). This can be done either by collecting historical survey databases and/or annual citizen satisfaction reports from 18 partner LGs, depending on which is available, more relevant, and feasible. The Report needs to be prepared in local languages.
 Methodology for the survey was developed by the MEG Project and is available at: http://documents.undp.ba/procurement/CitizenSurveyMethodology.pdf
 Original citizen satisfaction questionnaire can be found at http://documents.undp.ba/procurement/Citizen_Questionnaire.pdf
Duties and Responsibilities
As the basis for his/her work, the Consultant will work closely with the Lead Consultant and become familiar with the relevant Citizen Satisfaction Survey (CSS) Methodology developed by the MEG Project, initial CSS questionnaire, sample CSS database from 2016, generic CSS report for administration and some of the currently used LG questionnaires. These inputs will be provided by the Project.
As the 2020 is very specific year due to global Covid-19 pandemic and country lockdown, social distancing, economic insecurities, increased social and economic inequalities, the appropriate approach to 2020 data will be designed prior to the presentation of the proposed approach. To this date, some MEG partner LGs have initiated the CSS and some are still planning to do so. The survey methodology might have been altered in some partner LGs with less citizens physically visiting the LG premises and seeking assistance.
The expected CSS analysis overview report (ideally time series analysis) should provide necessary insight in citizens’ satisfaction perception change over the life of the Project while focusing on different groups of citizens (age, gender, vulnerable groups). The Report should also provide information on the highest/lowest perception progress among different groups of partner LGs (based on the cluster, entity, size, etc.).
The Consultant is expected to support the Lead Consultant and to firstly perform a desk review of the background documentation, get him/herself acquainted with the relevant CSS Methodology developed by the Project, initial CSS questionnaire, sample CSS database from 2016, generic CSS report for administration and some of the currently used LG questionnaires. These inputs will be provided by the Project.
The Consultant is expected to support the Lead Consultant and collect all other necessary inputs from 18 MEG partner LGs - with very limited assistance of the Project team. Lead Consultant will guide the Consultant throughout the consultancy and the Consultant will, after the initial desk review, assist the Lead Consultant in presenting the proposed approach to the Project team.
Once the proposed approach is accepted by the Project team, the Consultant, will provide continuous assistance to the Lead Consultant, support him/her in the overall steer of the activity and work on production of an comprehensive overview report on the changes in citizens’ perception over the period of 2016-2020 in MEG partner LGs (hereinafter: the Report). Special focus will be given to analysis of annual perception change among different age groups, different gender, and different social (vulnerable) groups, as per the questions and categories outlined in the questionnaire.
Once the methodological approach and the layout of the Report is defined and agreed between Consultant and the Lead Consultant, and vetted by the Project team, the Consultant will, jointly with the Lead Consultant, remain in a direct communication with MEG partner LGs in order to collect all the necessary data. Should collection of the data be obstructed, the Project team may interfere to facilitate data and thus timely production of the final Report.
Task 1: Desk review and approach presentation
After the initial desk review of relevant documentation provided by the MEG Project and under the guidance of the Lead Consultant, the Consultant is expected to support the Lead Consultant in preparation and delivery of a short presentation on the proposed approach to development of the Report.
It is envisaged that this task will be delivered by 15 February 2021 and the level of effort will not exceed 4 expert days.
Task 2: Data-collection
Once the proposed approached is vetted and accepted by the MEG team, the Consultant will, together with the Lead Consultant, work on collection of the necessary annual CSS databases and reports from partner LGs. The Project team will ensure that partner LGs are aware of the forthcoming obligations they have towards the completion of this activity.
It is envisaged that this task will be delivered by 22 February 2021 and the level of effort will not exceed 7 expert days.
Task 3: Finalisation of the draft Report and PowerPoint Presentation
The Consultant will receive appropriate responsibilities and deadlines during the process of preparation of the draft Report from the Lead Consultant. Draft Report needs to be submitted to the Project Team for final approval and needs to be presented in the form of PowerPoint (PPT) presentation in local language, after which a Q&A session will be organised with the Project Team. Based on potential specific suggestions from the Project team, the draft Report may be altered to accommodate for these improvements.
It is envisaged that this task will be delivered by 8 March 2021 and the level of effort will not exceed 9 expert days.
Task 4: Preparing the final Report
The Consultant will assist the Lead Consultant in the process of preparation of the Final report. The Final report needs to be accepted by the Project team. This can be done once all the recommendations received from the Project team are taken into the consideration.
The Final report will also be presented in the form of a comprehensive Power Point presentation, while the actual presentation delivery, in the interest of time efficiency, will focus only on the accommodated changes when compared to the draft Report version and will be delivered by the Consultant team (Consultant and the Lead). The final PPT presentation of the Report will be prepared in English.
It is envisaged that this task will be delivered by 15 March 2021 and the level of effort will not exceed 5 expert days.
Corporate Responsibility and Teamwork:
Job Knowledge and Expertise:
Required Skills and Experience
Qualifications as stated in the ToR
Technical Evaluation Criteria
Individual will be evaluated based on the following methodology:
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:
Interested candidated must submit the following documents/information to demonstrate their qualifications:
Please scan all above mentioned documents and upload as one attachment only online through this website.