Technical Consultant for developing the methodology for measuring the level of citizens’ satisfaction and the ranking of institutions which provide services

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Application deadline 1 year ago: Sunday 26 Sep 2021 at 23:59 UTC

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This is a International Consultant contract. More about International Consultant contracts.


Pertaining to the Law on E-Government all data exchange between state institutions will go through single information system for electronic data exchange. To this end, UNDP supported Ministry of Public Administration, Digital Society and Media (MPADSM) to establish Government Service Bus (GSB) as a central, interoperable system that provides the institutions with a single communication platform for data exchange thus setting the basis for the quality and fast delivery of services.

The EU funded project “Support to the creation of a more transparent, efficient and service-oriented public administration”, implemented by UNDP is providing support inter alia to the strengthening the interoperability as a set of horizontal IT systems that support the provision of public services within the public administration (G2G), citizens (G2C) and businesses (G2B) through GSB upgrade. By achieving this goal, preconditions will be created for communication among existing systems and faster exchange of information between citizens and officials, enabling the provision of services by electronic means and the automated exchange and use of large amounts of data stored in the state registers.

To date, the GSB technical solution has been developed. GSB became fully operational in December 2018 with established interoperability between several key registers. The meta-register of data kept in the registries of public administration authorities was also developed. GSB is now constantly being upgraded with additional functionalities. Moreover, it is agreed with MPADSM to test and launch electronic delivery of selected high-demand public services. The ultimate goal is to have these services available electronically through e-Governance portal, as a single point of access to the government services, by end of the project. The citizens and the business would use integrated front office or one-stop shop to request and receive the services from different state institutions.

Upgrade of GSB and electronic public service delivery requires continuous improvement, support and advise which will be provided throughout the project implementation. Technical assistance to be primarily provided to MPADSM is extremely important to define functional solutions that could be applied to drive improvement.

Duties and Responsibilities

Under direct supervision of Programme Manager, and in close cooperation and coordination with MPADSM, the consultant will provide:

  1. The design of the methodology for measuring the level of citizens’ satisfaction, which will serve as the basis for the development of the instrument, which would enable the MPADSM to collect the necessary data among available data sources and to publish the data.
  2. The design the methodology which will encourage the competitiveness among the government institutions by publishing the data on quality, visibility and usability of their services through the SISEDE, which will serve for ranking the institutions which provide services. Public list with accurate data will reflect the indicators which are important for the citizens. The consultants will also produce the report on ranking.

For both tasks, it is needed to provide pilot versions of the instrument which will later be published on the government portal.

To achieve that, TC will conduct the following general activities:

  • Design the methodology for measuring the level of citizens’ satisfaction;
  • Design pilot version of the instrument based on the proposed methodology;
  • Design the methodology for ranking the institutions which provide services, based on the data on quality, visibility and usability of their services;
  • Design pilot version of the instrument based on the proposed methodology;

Expected results/ Deliverables

Consultant is expected to do deliver:

  • Methodology for measuring the level of citizens’ satisfaction;
  • Pilot version of the instrument based on the proposed methodology satisfaction;
  • Methodology for ranking the institutions which provide services;
  • Pilot version of the instrument based on the proposed methodology for ranking;
  • Final report on all project activities.

Reporting: The consultant will report to Programme Manager.

Time duration and travel: The consultant is expected to work home-based and he/she will be engaged for the period: September 30, 2021 – November 30, 2021 and for total of approximately 25 working days. Travel is not envisaged.


  • Demonstrates integrity by modeling the UN’s values and ethical standards;
  • Promotes the vision, mission and strategic goals of UN/UNDP;
  • Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability;
  • Ability to lead strategic planning, results-based management and reporting;
  • Builds strong relationships with clients, focuses on impact and result for the client and responds positively to feedback;
  • Consistently approaches work with energy and a positive, constructive attitude;
  • Demonstrates good oral and written communication skills;
  • Demonstrates ability to manage complexities and work under pressure, as well as conflict resolution skills.

Required Skills and Experience


  • Bachelor degree in computer science required, Masters or PhD degree desirable.


  • Experience in the area of information system applications with public administration, is an advantage;
  • Experience in working with public service delivery provision via e-services, especially in area of measuring the level of citizens’ satisfaction;
  • Experience in working with E-government architecture, conducting public sector analysis, design, planning, and implementation would be an asset;
  • Proven analyst experience in analysis of business processes;
  • Experience in working with General Data Protection Regulation would be an asset.


  • Good knowledge of English language;
  • Knowledge of local language would be an asset.

Criteria for selection:

Combined Scoring method will be used. When using this weighted scoring method, the award of the contract should be made to the inidividual consultant whose offer has been evaluated and determined as: (i) responsive, compliant, acceptable, and (ii) 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% (Background and education 10%; Relevant previous experience 20%; Substantial knowledge/Required competencies 30%; Required language 10%);

Financial criteria weight - 30%.

Only offerors obtaining a minimum 490 points for technical criteria will be considered for the financial evaluation. For more information on procurement methodology for Individual Contractors, please refer to Procurement Notice.

Application procedure:

Interested applicants are requested to submit their applications by September 18, 2021 by using the Apply now button. The application should contain a duly completed CV or Personal History Form (P11) that can be downloaded from

Please note that UNDP jobsite system allows only one uploading of application document, so please make sure that you merge all your documents into a single file.

Only the short-listed applicants will be contacted and requested to submit a letter of interest including a price quotation indicating the lump sum (in EUR) requested for the work envisaged in the section "Description of Responsibilities".

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