Antecedentes

Ukraine has made significant strides in digitalizing the state and its functions. Successes of the Prozorro system, implementation of the national interoperability system for state registries (Trembita), increasing the transparency of public sector through open-data initiative, development of digital public services under "State in smartphone" initiative are well-known and documented. The Ministry of Digital Transformation (MDT) created in 2019 aims to continue and expand this trend. Most recently, the Government-launched the "Diia.gov.ua" e-services delivery web-portal and its namesake mobile application. These digital products embody the newest trends of digitalisation for citizens.

With support from its partners, MDT aims to rapidly develop new and improved e-services that will offer an enjoyable and secure experience. Recently Ukraine saw the development and implementation of several high-profile e-services in different spheres – business registration, construction, birth related services (eMalyatko), and others. At the very end of 2020, MDT launched a mechanism for individual entrepreneurs to apply for state support in the most battered economic sectors. E-service expansion, especially throughout the COVID-19 pandemic, helps citizens get no-contact access to governmental services. Such services also cut state administrative costs, bringing about more transparency into government-citizen interactions and slashing petty corruption.

Rapid development of e-services poses new challenges – cybersecurity threats and risks of personal data leak. To address this challenges MDT is constantly working on improvement of the Diia infrastructure (data centre, a set of web-portals and mobile application) information security, organizes “Bug bounty” challenges and performs data protection audits. In august 2021 MDT launched second “Bug bounty” challenge for the Diia application, this bug bounty is the first public bug bounty launched by MDT.

On 1 January 2021, UNDP launched its new Digital, Inclusive, Accessible: Support to Digitalisation of State Services in Ukraine (DIA Support) Project. The project is made possible due to support of the Government of Sweden and is carried out in close collaboration with the Ministry of Digital Transformation of Ukraine (MDT) and other government stakeholders.

The project builds on extensive UNDP experience in two areas: administrative service reform and reengineering and digitalising public administration processes with broad citizen and expert engagement. As part of the project, UNDP will help the government partners – primarily MDT – select several service clusters in use by citizens representing vulnerable groups. Services will be packaged to accommodate everyday needs and transposed into a fully digital format. While working on creation of new digital services, the DIA Support Project will certify the software systems developed under Ukrainian regulations and in line with international cybersecurity practices.

Deberes y responsabilidades

Objectives of the assignment

DIA Support Project is supporting MDT and the Ministry of social policy of Ukraine in launch of two groups of services in the end of November 2021:

• Social services:
  • Allocation of housing subsidy
• Pension services:
  • Allocation of pension
  • Recalculation of pension
  • Obtaining data from Insured person registry

To implement high quality e-services with positive user feedback and good successful use statistics it is necessary to organize high quality support for service implementation. MDT is organizing first and second line of e-services users support and trying to automate user support procedure by creating “frequently asked questions” lists for e-services, introducing chat-bots with automatic answers and online consultations for most common question. But to achieve good results for user satisfaction and successful/refused applications ratio, a constant monitoring and support with complex questions is required. To implement such monitoring and support UNDP DIA Support Project is looking for consultant for a 12-month assignment.

The main objective of the assignment is to monitor use of pension e-service on the “Diia.gov.ua” portal, solve complex support questions, propose and implement ideas for service improvement.

Scope of services

It is expected that the Consultant will engage in the following types of activities:

1. Daily monitor and analyse e-service use statistics and feedback statistics.
2. Investigate all unsuccessful applications to determine reason for refusal or technical problems that caused it. Work with software developers to solve technical problems that were found, work with service provider to solve organizational and procedural problems if they were found.
3. Investigate feedback propositions from users and propose service improvements.
4. Receive from MDT support team and answer complex support questions that need investigation.
5. Update knowledge base of MDT support team with gathered information on new types of problems or questions and answers for them.
6. Communicate with service providers to improve application processing and minimize illegal refusal for applications.

As a result, each month a Report on service use analysis and actions taken has to be created containing:

• Service use and feedback statistics for previous month;
• A list of proposed software updates for service improvement with implementation status;
• A list of organizational actions taken to Improve service quality;

Measurable outputs of the work assignment/deliverables

Deliverable 1-12 should be submitted after each month of activities and include:

• Report on service use analysis and actions taken for previous month.

Deliverable 12 should be submitted after last month of activities and include:

• Report on service use analysis and actions taken for previous month.
• Final report with statistics date over a year.

Competencias

Corporate Competencies

• Demonstrates integrity by modelling the UN’s values and ethical standards;
• Promotes the vision, mission, and strategic goals of UNDP;
• Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability;
• Treats all people fairly without favouritism;
• Fulfils all obligations to gender sensitivity and zero tolerance for sexual harassment.

Habilidades y experiencia requeridas

Required experience and qualifications

• At least university degree (Bachelor’s) in computer science, communication technologies, cybersecurity, management, public administration or another sphere
• At least 1 year of experience in the sphere of public services, previous work with pension services will be an asset.
• Experience in software development sphere (software testing, project management, business analysis etc.) will be an asset.
• Fluent Ukrainian; working knowledge of English will be an asset;

Documents to be included when submitting the proposal

Financial Proposal

 Lump sum contract

The financial proposal shall specify a total lump sum amount, and payment terms around specific and measurable (qualitative and quantitative) deliverables (please, refer to Section 4 Measurable outputs of the work assignment/deliverables). Payments are based upon output, i.e. upon delivery of the services specified in the TOR. In order to assist the requesting unit in the comparison of financial proposals, the financial proposal will include a breakdown of Cost by Components.

Evaluation Criteria

• Educational background – 20 pts max
  • 20 pts – Master degree or similar in computer science, communication technologies, cybersecurity, management, public administration.
  • 17 pts – Master degree or similar in other sphere or Bachelor’s degree in computer science, communication technologies, cybersecurity or related field.
  • 15 pts –Bachelor’s degree in another sphere.

• Experience in the sphere of public services– 35 pts max
  • 35 pts – 5+ years of experience;
  • 32 pts – between 2 and 4 years of experience;
  • 30 pts – at least 1 year of experience;

• Previous work with pension services -5 pts

• Experience in software development sphere (software testing, project management, business analysis etc.) – 5 pts

• Language Skills – 5 pts max
  • 5 pts – Native / fluent Ukrainian. Working knowledge of English;
  • 4 pts – Native / fluent Ukrainian.

Maximum available technical score – 70 points

EVALUATION METHOD:

? Cumulative analysis

Contract award shall be made to the incumbent whose offer has been evaluated and determined as:

a) responsive/compliant/acceptable, and

b) having received the cumulative 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%

Only candidates obtaining a minimum 70% from the maximum available technical score (49 points) would be considered for the Financial Evaluation

The maximum number of points assigned to the financial proposal is allocated to the lowest price proposal and will equal to 30. All other price proposals will be evaluated and assigned points, as per below formula:

30 points [max points available for financial part] x [lowest of all evaluated offered prices among responsive offers] / [evaluated price].

The proposal obtaining the overall cumulatively highest score after adding the score of the technical proposal and the financial proposal will be considered as the most compliant offer and will be awarded a contract.