One-Stop-Shop Advisor

Contract

This is a UNV International Specialist contract. This kind of contract is known as International UN Volunteer. It is normally internationally recruited only. More about UNV International Specialist contracts.

Countries around the world have been resorting to a one-stop-shop (OSS) to provide effective and efficient public services to their residents. Though the application of OSS varies from one country to the other, they generally serve multiple needs of the local populations in terms of accessing administrative services such as obtaining permits, registrations, payment of fees and taxes, obtaining various identity cards, passports, etc. from a single location. It provides a useful single point of contact for citizens who would otherwise have to visit multiple different offices to complete various procedures. Experience has shown that the OSS is only effective when respective ministries and agencies have agreed to simplify and harmonize their business processes. Hence, OSS should not be about ‘locating different administrations in one place physically’ but as a ‘soft system that allows different administrations, to cooperate, share information and utilize common processes and resources’. In a more advanced context with good connectivity, affordable internet access, digital financial services, and digital literacy, virtual OSS is also possible. Studies have also shown how OSS can contribute to reduce public expenditures and improve cooperation between ministries and agencies at the local level to provide efficient and effective services.

In an effort to introduce OSS at the municipal level by the Government of Timor-Leste (GoTL), UNDP will support the Ministry of State Administration (MSA) and other relevant institutions to conduct a feasibility study on the opportunities and challenges to establish OSS. Among others, the study will also recommend options for gender and disability-friendly OSS as well as the inter-ministerial coordination and harmonization needed to operationalize the OSS for the provision of efficient services to the local population. As well, it will inform the development of a roadmap to pilot OSS in at least one municipality.

Under the supervision of the National Project Manager (NPM) and Chief Technical Adviser (CTA) on Decentralization and Local Development, the incumbent is responsible to:
• Take the lead in procuring a firm/institution to carry out a feasibility study on OSS • Act as the focal point in carrying out the feasibility study and following up the study, especially in piloting the OSS by the government • Provide support and guidance to the selected firm/institution to carry out the feasibility study • Liaise with the authorities of the Ministry of State Administration, in particular the Director-General of Decentralization, in carrying out the feasibility study and its follow up • Ensure concerned ministries are on board in terms of defining an OSS model and its interoperability for the provision of respective services at the municipal level • Provide technical expertise to the selected firm/institution to develop model standard operating procedures (SOPs) and regulations on OSS in consultation with the concerned ministry officials and municipalities • Provide technical support to the selected firm/institution in designing citizens’ feedback mechanism or exit survey on the services they receive from the OSS so that the quality of the services can be constantly reviewed and improved.
• Ensure that gender and youth issues, human right based approach and concerns of vulnerable groups and local communities are considered in carrying out the feasibility study and associated activities • Any other responsibility as given by the NPM and CTA.

Accountability Adaptability and Flexibility Building Trust Client Orientation Commitment and Motivation Commitment to Continuous Learning Communication Creativity Empowering Others Ethics and Values Integrity Judgment and Decision-making Knowledge Sharing Leadership Managing Performance Planning and Organizing Professionalism Respect for Diversity Self-Management Technological Awareness Vision Working in Teams

• At least 5 years of relevant experience in public sector reform, service delivery reform, local governance, e-governance.
• Advanced knowledge of ICT will be an additional advantage.
• Experience in an election and democratic governance-related projects is an asset.

Timor-Leste is half of a tropical island on the Australian continental shelf characterized by a rugged mountain chain running east-west that divides the country into a generally warmer north coast and a milder south coast. The capital city, Dili, is located in the north.

Climate: The climate along the coast is relatively hot year-round with an annual average temperature of 30°C. There are two distinct seasons: the rainy season, which runs from November to March, and the dry season, which runs from March to October . The climate inland with its high mountains can be very cold with an annual average temperature of 15°C.

Health: Public hospital and private clinic provide services to the community. Stamford clinic in Dili serves as a recommended medical facility for UN staff. There is a national hospital with some international staff and there are a limited number of other private clinics in Dili (such as DMC). For more complex medical treatment and assessment, it is necessary to evacuate to neighbouring cities/countries such as Darwin or Singapore.

Diet, Food and Water: Most staple foods can be found in the markets such as rice, meat, vegetables, cooking oil, salt and sugar. There is a variety of foods available, ranging from Western to Southeast Asian. You can also find several local restaurants with less expensive meals. The price range for a meal can range from $3 to $14+.

Telecommunications: There are three telecommunication providers in country, Timor Telecom , Telcomcel, and Telemor. While Timor Telecom has been long present, Telcomcel and Telemor were launched in Timor-Leste in February 2013. A SIM card cost $2-3 and the cost of pre- paid/pulsa cards ranges from $1 to $50. Further, depending on the UN Agency, you may receive a PIN code to make international phone calls that will be charged to your VLA.

Permanent Accommodation: Expect that your accommodation will range from the very basic to adequate, although many private houses in Dili have been renovated to a reasonable or even considered ‘luxurious’ level of comfort. The rate of reconstruction and renovation in the districts has been much slower than in Dili. Accommodation is far more likely to be of a very basic level ranging from $400 per month and above for an apartment and or a house.

COVID: Timor-Leste is experiencing a rise in COVID-19 cases since the start of 2021, causing the government to institute a lockdown in Dili, along with several municipalities. Similar to other countries, the lockdown restricts all movements, with the exception of essential travel for health services, food, and the likes. As of October 2021, the country has recorded approx. 19000 cases, with more than 100 deaths. According to WHO, Timor-Leste is at the stage of community transmission so far. International transport is open for commercial flights connecting Dili - Kuala Lumpur, and there is a mandatory 2-week hotel quarantine upon arrival for passengers without complete vaccine and 7 days mandatory quarantine for fully vaccinated passengers. UNV will assist with international travel bookings and quarantine options.