Historique

Project Description       

The project “Achieving Kuwait 2035 Vision Towards Persons with Disability” supports PADA to enhance its human capacities and organizational effectiveness towards achieving its mandate. It supports its efforts at integration of PWDs in schools, employment, and social life in partnership with CSOs working for disabilities and supports it to ensure an inclusive physical environment for PWDs. The project will continue until December 2018. It seeks to achieve three outputs:

• Output 1.1: Enhanced human capacities and institutional effectiveness for prevention, early detection, diagnosis and rehabilitation of disabilities.
• Output 1.2: Coordinated and well organized efficient efforts towards removal of barriers to social, economic and educational inclusion of persons with disability.
• Output 1.3: Increased technical expertise and organizational capacities for implementation of Universal Design and country wide use of technology enablers.

The Public Authority for Disabled Affairs (PADA)

The Public Authority for Disabled Affairs (PADA)[1] of Kuwait is responsible for all matters related to care and rehabilitation of Persons with Disabilities. Its mandate includes, inter alia, setting the disability policy; setting regulations and procedures for care and rehabilitation of PWDs and developing and overseeing an integrated action plan responsible for all aspects of Persons with Disabilities’ welfare in coordination with relevant government entities. Furthermore, care and rehabilitation centers were recent, in 2016, transferred to the responsibility of PADA. PADA was established as per law no.8 for 2010[2] as a governmental entity. The law is concerned with protecting the rights of Persons with Disabilities in Kuwait and covers their inclusion in society, rehabilitation and employment in addition to care and other government services and entitlements. PADA developed a five-year strategy 2014 – 2019, which includes 15 themes and goals and provides a guiding framework for implementation and has an annual development plan.

As a part of the PADA mandate to provide rehabilitation and ongoing extensive services to all Kuwaiti?s with disabilities (adults and children) on an equal basis, there are nearly 53,335 persons with disabilities registered with PADA1. Most of these persons with disabilities and their families are seeking services directly from PADA as a customer of its services.

[1] http://www.pada.gov.kw

[2] The law no.10 for 2010 on Disability available at http://www.pada.gov.kw:8000/MainLaw.aspx

Devoirs et responsabilités

Scope of Work

Within the above framework, the required consultancy is expected to contribute to Output 1.1 above. It aims to improve the effectiveness of PADA by supporting it to enhance the level of customer

service for people with disabilities. The scope of the assignment will focus on improving customer service and communication skills for PADA staff to deliver solutions and services that are accessible, results-oriented and customer focused.

Specific tasks include:

1. Develop a capacity building work plan and full Training of Trainers (TOT) package on the inclusive customer service and communication skills at and front lines staff level.
   1.  Develop work plan for the full assignment based on the concept note and discussion with UNDP and PADA
   2. Develop Training of Trainers (TOT) packages including (Trainee manual/ Sessions plan and agenda / Training announcement/ Training activities/ Trainer’s manual/ presentations and training materials / Training evaluations);
2. Conduct a four days’ workshop TOT targeting staff level of customer services of PADA (front lines staff); to enhance their capacities to implement effective inclusive customer service at front lines and better communications with customers. The workshop should cover theoretical framework, techniques, and practical tools a to help front lines staff to:
   1. Implementation of PADA current policies and procedures for customer services including:
      1. Customer Service Principles
      2. Customer Service Standard of Operations (SoP)
      3. Customer Services quality assurance (Feedback, Audits, Benchmarking, Complaints Strategies and Customer Satisfaction)
   2. Develop positive accessible communication skills that create an environment for public satisfaction and successfully handle different types of personalities and communications style (including alternative communication).
   3. Communicate and serve the customer (person with a disability and their families) with care and in more efficient and effective way.
3. Conduct a follow-up visits/sessions to ensure the effectiveness and success of customer services program based on the customer services training conducted earlier, this task can be conducted during a period of 1 month after the training:
   1. In discussion with PADA management, develop a follow-up schedule. 
   2. Conduct follow-up visits based on the agreed schedule.
   3. Submit a review report Include:
      1. Follow-up visit highlighting main findings, issues, and overall performance of customer service process at PADA.
      2. Action plan of corrective procedure suggested.
4. Final report on the assignment including executive summary of the whole mission, main findings, description of intervention, summary of all the above deliverables, and final recommendations.

Indicative Approaches

• Gender approach: the consultant should ensure gender analysis is conducted based on the differentiated needs of girls and boys, men and women and it should be taken into account and explicit in all the components, especially the situation analysis and proposal.
• Participation and ownership: the consultant should ensure participation of PADA staff in the process of analysis and ensure their views and feedback is incorporated.
• Capacity Development approach: the consultant should work closely with project staff to enable the transfer of know-how as well as through the direct training component of the assignment
• Innovation and cultural sensitivity the consultants should select messages and utilize techniques that are innovative and culturally appropriate and effective. Sufficient understanding of the societal culture in Kuwait is key to a successful campaign.

Expected outputs and deliverables 

All final deliverables must be in Arabic language and submitted in hard copy and electronic format.

Scope of price proposal and schedule of payments

A.     Institutional Arrangement

The Consultant will:

1. The consultant will report on a day to day basis to the UNDP PADA Project Manager.
2. All submitted deliverables, reports, developed papers (reports, training plan, etc) are subjected to PADA and GSSCPD focal points and authorized UNDP Programme Analyst for approval.
3. Regular meetings will be set for updates on progress in line with the agreed work plan

B.     Duration of the Work

The duration of this consultancy is expected to be 4 weeks.  Expected start date of the assignment is 30th October 2017.

C.     Duty Station

The consultant is expected to be in Kuwait for the duration of the assignment. And will be based at PADA office.

Compétences

• Flexibility and adaptability to uncertain environments
• Ability to work independently and find solutions
• Political and cultural sensitivity
• Promoting ethics and integrity
• Gender sensitivity
• Team work and cooperation with colleagues
• Creating and promoting an enabling environment for open communication;
• Sharing knowledge and building a culture of knowledge sharing and learning.
• Conviction of the full rights of Persons with Disabilities and alignment with the values of human rights 

Qualifications et expériences requises

Education:

Master degree in public management, public or business administration, customer services or related field

or

Bachelor degree in the mentioned fields with additional 7 years of experience in the same fields.

Experience:

• Minimum of 5 years’ experience in public management, business development, customer services or related field.
• Demonstrated experience in supporting public and/or private organizations to strategically provides better customer services.
• Certified in customer service training is desirable.
• Fluency in Arabic (speaking, writing, reading) required. Knowledge of English is desirable.
• Experience in services delivery and customer services in the field of disability is highly desirable

Cumulative analysis

Total score=Technical Score + Financial Score.

Technical Criteria weight - 70%, 700 scores maximum 

Financial Criteria weight - 30%. 300 scores maximum

Only candidates obtaining a minimum of 490 from 700 points in the Technical part of evaluation would be considered for the Financial Evaluation

The selection of candidates will be done in 3 stages:

1st stage: Prior to detailed evaluation, all applications will be thoroughly screened against eligibility criteria (minimum qualification requirements) as set in the TOR in order to determine whether they are compliant/non-compliant.

2nd  stage: Evaluation of technical proposals

Short-listed candidates will be evaluated based on the following criteria. Only candidates obtaining a minimum of 490 points (70%) at the Technical Evaluation would be considered for the Financial Evaluation.

3rd stage: Financial evaluation

The cumulative analysis will be used based on the following methodology: All the offers of individual consultants who scored 490 (70% from 700) and more points during the desk review are acceptable for financial evaluation. The lowest financial qualified proposal receives 300 points and all the other technically qualified proposals receive points in inverse proportion per the formula:

Offerors are requested to submit the following documents compiled in one PDF format submission:The candidate achieving the highest cumulative score for both Technical and Financial evaluations will be recommended by the Evaluation Committee for contracting.

1. Duly accomplished Letter of Confirmation of Interest and Availability using the template provided by UNDP;
2. Personal CV or P11, indicating all past experience from similar projects that show how the candidate meets the above requirements, as well as the contact details (email and telephone number) of the candidate and at least three (3) professional referees;
3. Technical Proposal includes: Proposed Methodology, Approach and Implementation Plan that responses to the Terms of Reference by identifying the specific components proposed, how the requirements shall be addressed, as specified, point by point; providing a detailed description of the essential performance characteristics proposed; and demonstrating how the proposed methodology meets or exceeds the specifications.
4. Financial Proposal that indicates an all-inclusive Lump Sum Amount with a fixed total contract price, supported by a breakdown of costs, as per template provided.  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 UNDP, the Offeror must indicate at this point, and ensure that all such costs are duly incorporated in the financial proposal submitted to UNDP.  Consultant should be aware that the contract price is fixed regardless of changes in the cost components