e-Service Design and Delivery Senior Trainer

IMPORTANT NOTES: All necessary information including Complete Terms of Reference, Selection Criteria, and Annexes are found on the following link under Procurement Notice Number IC-066/12: http://www.iq.undp.org/ProcurementNotices_Overview.aspx Proposals should be submitted to the following e-mail address no later than COB 29th July 2012: SSA.undp.iraq@undp.org Applicants should download the application documents (presented in compressed file) from the previously mentioned link for UNDP Iraq – Procurement notice web site, complete and sign them, and send the scanned copies to the email account above by or before the deadline of this post. Applications with NO financial offer or MISSING P11 form or the required documents for the technical evaluation will NOT be considered for evaluation. Applications WITHOUT Annex 3 for submitting a financial offer instead of other format will not be considered due to the need of Annex 3 for the ease of comparison of the received offers. All the necessary information for this post (TOR, Deliverables, Target dates, ...etc are presented in the procurement notice documents) therefore, applicant MUST download it to apply for this post. DO NOT send only CV to the Email account mentioned above WITHOUT Annex1, 2, 3, 4, Cover Letter and Methodology (If Requested) as it will considered as incomplete application. Background: UNDP support for the E-Governance is part of its ongoing assistance to the Iraq in the framework of public sector moderinisation support, which aims at providing an integrated approach to e-governance for development within Iraq at the national, regional and local level in line with the Iraqi National Development Strategy, Iraqi Millennium Development Goals and National Development Plan and the United Nations Development Assistance Framework (UNDAF) for Iraq. The e-Governance Programme is considered a vital component for reforming and moderinising Iraq’s public sector. The GoI has formulated the national e-Governance Strategic Action Plan that aims to harnesses ICT tools to improve basic services to all and to promote all-round good governance, including increased public participation, better social equity and justice as well as a general enhancement of the transparency and effectiveness of public institutions in order to build the necessary platform for a competitive, robust and knowledge-based economy. Several initiatives were taken place since the launched of the first version of the e-Governance Strategic Action Plan in April 2010. The first training of Master Trainers programme held in Amman in July 2010. Following this the national e-Governance training was launched in many training hubs across Iraq, To date, some 3000 relevant government officials have now been trained in specific hubs across the country. Following HE’s decision to continue and expand the training to all Government staff at all level as one of the top priority activities of the e-Governance program in Iraq, the second training of master trainers has been led by GoI with UNDP support to train 200 master trainers in a series of five training programs conducted from September till the end of 2011; the trainers will lead the e-Governance training in many training hubs at the central and local governorates targeting 10,000 officials for the account of 2012. Beside this, many other important initiatives has taken place, such as The launch of e-Iraq Portal on July 2011 Development of government inter-operability framework (GIF) and Enterprise Architecture framework Four ICT organisation strategies and a transformation plans for e-Health, e-Education, e-Municipal services, and e-Citizens’ Personal Records were developed, drafted and agreed by each targeted ministry in September 2011 The e-Local Government Framework and two pilot e-Local government strategies and transformation plans were developed on 2011. The re-viewed e-Governance Action Plan set out the vision of a transformational model of effective and efficient government and service delivery for the Iraqi public sector. The e-Governance Action Plan concentrates on ten critical components for the transformational impact of Information, Communication and Technology (ICT) tools. For each of the ten core themes, key priority tasks were identified on a multi-stakeholder consultation basis. The ten critical components of the strategic action plan covering: Awareness Raising, Communication and Commitment; Human Capacity and Resources; Government Interoperability and Standards; Organizational and cultural change; Regulatory frameworks; Telecommunications infrastructure; Financial Resource Management, Monitoring, Evaluation and Assessments and Connecting Services and Citizens, and data and Information System. One of the top priorities of the e-governance programme in Iraq is the level of human capacity, as the main factors affecting the roll out of e-government in a country. The issue of human capacity refers to the skills and capacities within the public administration needed to implement e-Governance projects; e-Governance requires a range of skills that may not be present initially in government agencies. The areas of expertise that governments need to posses to go ‘e’ can be divided in the following blocks: Leadership and Programme Development Project Management ( Inter-agency collaboration, Capacity management, monitoring progress, budget management, Procurement management, quality assurance, change management ) Project Implementation (design , PBR, Architecture, Business Model, ... ) IT Systems design and development , content management and web presence Maintenance and operation IT literacy IT institutions and facilities: (Customer relations management) To counter the challenges, UNDP will support in the development and implementation of a Training-of- Trainers (ToT) Programme on e-service design and delivery at both regional and local levels. The objective of this program is to enhance the capacity of public institutions in Iraq in designing and delivering the e-service by train 70 trainers in two series of training Programme, as well as develop a training curriculum of the subject. The programme should design to assist the official staff facing the challenge of e-enabling public services by setting out a number of guiding principles to maximise successful delivery. It should lay out the main principles for successful service transformation and architecture, understanding the customer requirement and response. As well as it provide methodologies for improving business process and advice for multi-channel management. It’s suggested that the training elements would covers the following: Understanding service and customer response Designing approached to service model and service architecture A front stage approach A back stage approach Design process Design data set A multi-organisational approach to service delivery Deploy and execute service The training should take into consideration The federal, regional and local governorate context The courses should be based on a participatory approach; the course will combine presentations and lectures with group work exercise on their business environment. The objective is to build inter-personal and inter-organizational links at the federal and local levels within the cadre of trainers Set the approach and lead the development of user-friendly training materials on subject The trainers skills

Duties and Responsibilities

Objectives: Provision of professional experts to assist UNDP-Iraq Country Office in designing and delivering of Training of Trainers Programme for Government of Iraq (GoI) on e-service design and delivery, as well as leading the development of the Content Management and Portal Management training curriculum. Expected outputs: Taking into account the importance of this event, UNDP is seeking to engage a short term senior specialists with strong experience in e-service design and delivery, training and implementation to assist in the designing and delivering of the training of trainers’ programmes as well as to lead the development of the training curriculum. The professional senior specialist is required to work in close consultation with Government of Iraq counterparts and the UNDP governance team; the specialists will perform the following tasks related to the specific module(s) assigned to him/here: Design, prepare and submit detailed description of course, elements of syllabus, case studies and group exercises, pre-requested work and incorporate feedback Design, prepare an submit the course curriculum - The designed module should address the background of the topic, critical issues that need to address, and contribute in illustrating of best practices techniques and experiences in successfully implementing the e-service, and it should provide an analysis of cases involving the implementation of e-service design and delivery within public sector organizations as well as a reference to further reading. The module additionally should take into account the e-service implementation in developing countries and countries in transformation with a focus to Middle East countries. At the end of every module trainees should requested to complete exercises on their business environemt and apply skills learned. The consultant is also required to submit a training curriculum that covers 9 hours training to be used as a basis for roll-out training in Iraq Conduct the training of trainers (ToT) workshop and lead the development of curriculum - in this respect a workshop will be conducted of approximately 6 working days; the Consultant will conduct the training and work with the trainers to develop and customize the Iraqi training curriculum during the workshop sessions Evaluate TOT workshops including the ToT participants, revise developed curriculum and Formulate and provide trainers guide Support and guidance to the roll-out-trainers via web site using for example web based mailing list Submit a final report the Consultant will produce a final report describing the activities of the project and results in accordance with the work plan, monitoring and evaluation framework and the recommendations. Deliverables and outputs: While UNDP will be responsible for the logistic costs of the participants. The Consultant Under the direct supervision of the requesting unit, is requested to produce for the following deliverables: Design and prepare detailed description of course and elements of syllabus and incorporate feedback (1 working days) Design, prepare an submit the course curriculum and the Iraqi Curriculum (5 working days) Conduct the training of trainers (ToT) workshops and lead the development of Iraqi curriculum (13 Working days) Evaluate TOT workshops/participants, revise developed Iraqi e curriculum and Formulate and provide trainers guide (2 Working Days) Support and guidance to the pilot roll-out-trainers via web site using for example mailing list (3 working days) Submit a final report

Competencies

Key Performance Indicators during implementation of Services: Description of course and elements of syllabus Course curriculum and the Iraqi Curriculum Conduct the training Evaluate TOT workshops/participants, revise developed Iraqi e curriculum and Formulate and provide trainers guide Guidance to the pilot roll-out-trainers via email Competencies: Thorough understanding of e-governance policies and programmes in developing countries Demonstrated knowledge, analytical skills and relevant experience in e-governance application within different sector Sound, practical understanding of public reform modernization and how the harness of ICT enhances administrative, productivity, efficiency and transparency of government Excellent written communication skills, with analytic capacity Commitment to excellence in producing quality work. Demonstrated ability to supervise and manage a team

Required Skills and Experience

Education: Advanced university degree in Information or Business Administration or engineering or computer science, or other related field, or first university degree and equivalent combination of education, certification and experience in relevant area. Work Experience: Minimum 10 years progressively responsible professional experience in developing, implementing, managing and overseeing web services technologies, database development, business process engineering, and system and e-service designing process; of which 3 years should have been at the international level in the public sector Demonstrate solid experience in training Experience in the policy development process associated with e-governance development in developing countries and countries in transformation would be an asset Experience in working and collaborating with governments Language Requirements: Excellent knowledge in English both written and oral and communication skills. Proposals: Documents to be included when submitting the Proposal: Technical Proposal: (Which will include the following): Signed Template Confirmation of Interest and Submission of Financial Proposal. (Please use Annex 1); A letter explaining why he/she considers himself/herself the most suitable candidate for the work; Personal CV including past experience in similar projects and at least 3 references. Please Use the attached (P11 Form Only) CV Form – Annex 2 attached. UNDP-Iraq reserves the right to disqualify any of CVs who are not compliant with the requested form. A brief methodology on how the candidate will approach and conduct the work. Financial proposal: The financial proposal will specify a total lump sum amount and payment terms around specific and measurable (qualitative and quantitative) deliverables. Payments are based upon output, i.e. upon delivery of the services specified in the TOR. A breakdown of this lump sum amount is to be provided by the IC candidate. Total Fees: Please use Annex 3 – Financial proposal form. All necessary information including: Complete Terms of Reference, The Selection Criteria, and Annexes are found on the following link under Procurement Notice Number IC-066/12: http://www.iq.undp.org/ProcurementNotices_Overview.aspx Proposals should be submitted to the following e-mail address no later than COB 29th July 2012: SSA.undp.iraq@undp.org

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.

e-Service Design and Delivery Senior Trainer