Consultant – Citizen’s Charter Implementation for Local Authorities in the Northern Province – Sri Lankans only – Reference No. IC/CDLG/2021/73

The Capacity Development of Local Government (CDLG) Project of UNDP Sri Lanka is part of larger efforts by the Government of Sri Lanka to strengthen the local governance system in the country. These efforts are supported by the European Union, and the World Bank. The Government of Sri Lanka implements the Local Development Support Project (LDSP) in four provinces – North, North Central, Eastern, and Uva – to strengthen local service delivery and local economic infrastructure and enhance bottom-up approaches to support public engagement in local decision-making processes, including through participatory planning and feedback mechanisms for service delivery. Specifically, LDSP will focus on developing Local Area Participatory Development Plans (LAPDP) at the Local Government Authority (LGA) level, based on aggregated plans from the ward level, and synergized with sector plans of ministries.

The overall objective of the CDLG project is to strengthen the capacities of Local Government Authorities (LGAs) to be inclusive, responsive, and accountable and be able to plan, enhance resilience, and deliver better services. The capacity development support, coupled with the fiscal support (through Basic Transfers and Performance Transfers provided through LDSP project) for inclusive service delivery and economic investment, is aimed at strengthening the role of elected representatives at the local level. It is about improving local governance systems and making local governments “fit for future”, as well as increase downward accountability of elected officials and local governments. The CDLG is keen on improving institutional, organizational, individual (Staff and Councillors) and societal capacities of LGAs.  The project also aims to strengthening mechanisms for public engagement in local decision-making processes.

Local Government Service Delivery

Local government has been established as the lowest tier of elected government. Local government system is comprised of three types of local authorities, Municipal councils (MCs), Urban councils (UCs) and Pradeshiya Sabhas (PSs) established under specific laws. Local governments are charged with the regulation, control and administration of all matters related to health, public utility services and public thoroughfares, and generally with the promotion of the comfort, convenience and welfare of the people and all amenities.

Powers and functions of local authorities included the maintenance of all properties vested in local authorities including public parks and gardens, public roads, streets, canals and bridges, street lamps, public markets, public buildings. The Pradeshiya Sabhas (PSs) are also vested with powers to spend on public health, housing, relief of distress, local works, experiments in agriculture, promotion of religion and culture, organize employment programmes, promote rural women’s development activities, integrated development of selected villages, community development projects as well as provision of relief to poor people.

Services of the local authorities for the citizens include the provision of regulatory services (Building Permits, Trade License, Environmental Protection License, Street line Certificate, Non-vesting Certificate, Ownership Certificate, Change of Ownership & Sub-division and Amalgamation approval of land plots etc.) common services (provision of gully bowser, road roller, motor graders, excavator, fire engines etc.) and social development service.

The CDLG Project aims to introduce and promote the Citizen’s Charter (CC) in order to improve service delivery of the local government authorities. CC empowers citizens to obtain better services from the government. CC was introduced in 2007 as a strategy to ensure ‘Citizens’ Right to Service’ by standardizing service delivery through transparency and accountability. The Citizen’s Charter declares all services and functions, provided by government institutions and provides a written commitment to deliver all declared services and functions without delay or prejudice. The Citizen’s Charter also assures that all services and functions rendered will comply with the declared quality and standards.

CDLG has taken steps to enhance services provided by Local Government Authorities (LGAs) to the people by improving the internal processes and procedure followed by LGAs, introducing systems as well as educating the public about the services provided by the LGAs. Therefore, as part of CDLG efforts to enhance service delivery of LGAs, CDLG is looking to hire a Consultant who will closely work with the Commissioner of Local Government (CLG) Northern, Assistant Commissioners of Local Government (ACLG) Jaffna, Kilinochchi, Mulathive, Vavuniya, Mannar, Municipal Commissioners, Secretaries of the Urban Councils and Pradeshiya Sabhas, other local government staff and CDLG Northern team to strengthen the process and procedures followed by the Local Authorities (LAs) in delivering services to the citizens and introducing Citizen’s Charter for 34 local authorities in Northern province.

SCOPE AND OBJECTIVES   

The consultant is expected to perform the following tasks

1. Study the operational arrangement of the LAs across MCs, UCs & PSs under defined categories for example, administrative operations, service delivery and citizen engagement functions and mapping the process of acitivities under each of the categories studied under the different type of LAs;
2. Identify and obtain at least two representatives from each LA , CLG office and ACLG office officially nominated to facilitate Citizen’s charter process;
3. Conduct 5 district level workshops (Jaffna, Kilinochchi, Mulathivu, Vavuniya and Mannar) to train the facilitators on formulating citizen’s charter. (CDLG project will make the logistic arrangements for these workshops);
4. Facilitate to formulate Citizens’ Charters for 34 local authorities in the Northern province. The consultant should follow the following steps for each local authority in the province
   • Identify all major services provided by the LA;
   • Identify all recipients of services and relevant stakeholders;
   • Identify requirements in terms of each service provided such as forms to be filled, documents to be submitted, fees to be paid etc. by the service recipients;
   • Draw up a workflow for each service considering preparations, recommendations, certifications, approvals etc. along with officers responsible for each point;
   • Identify possibilities for delegation, and the nature of discretion that can be used at such points;
   • Assess time required between the points of the workflow;
   • Identify any delays between points and examine how the delays could be reduced;
   • Identify parallel or any redundant steps in the workflow;
   • Identify any quality requirements or standards to be met at each point;
   • Assess total time duration needed to deliver the service;
   • Consult service recipients/stakeholders/staff and their representative associations on the above;
   • Using appropriate methodology for re-engineering the processes studied above propose optimized processes with re-defined or steps for the LAs to adopt (This includes removing unnecessary work steps, study time consuming work steps and come up with solutions, identify the ability to automate service delivery, designing common application forms, formats etc.);
   • Organize one day workshop at LA level with the support of trained facilitators to prepare draft Citizen’s Charter (CDLG project will make the logistic arrangements for these workshops);
   • Circulate the draft among the staff for comments/suggestions;
   •  Modify the draft to include suggestions and finalize ;
   • Facilitate to appoint a Focal Point to ensure effective implementation.
   • Preparation of Citizen’s Charter display board. (The cost of printing will be borne by CDLG);
5.  Preparation of work manuals for identified key services delivered by the LAs (Common manuals for all LAs in the province, around 30 services- separate manuals for the internal processes and the services provided to citizens). The cost of printing will be borne by CDLG;
6. Preparation of Citizen’s/Client’s Manual – creating a manual so that the public can know the details of the services provided by the local government authority, including the requirements in terms of each service provided, such as forms to be filled, documents to be submitted, fees to be paid etc. by the service recipients and total time duration needed to deliver the service. (Consultant should prepare a common citizen’s/client’s manual first, thereafter, with the support of LA level facilitators it should be customized for each LA);
7. Production of IEC (Information, Education and communication) materials for the 10 priority services provided by LAs (Cost for designing and printing will be borne by CDLG);
8. Support to prepare script for 10 service delivery videos on services provided by LAs to citizens (CDLG will hire a service provider to develop these videos).

Extensive travelling needs to be done by the consultant to 34 LAs with own travel arrangements.

Expected Output/Deliverables & Milestones

The Consultant is expected to generate the following deliverables during the period of this assignment:

1. Inception report including the list of operational arrangements and services provided by different types of local authorities –15th of Nov 2021;
2. Workshop completion reports of the 2 district level ToTs ( attach IEC materials used including any knowledge products) ( include gender, ethnic, disability disaggregated data)-31st  of Dec 2021;
3. Completion report on the processes followed mentioned in the objective no 4 (formulation of Citizen’s Charter) for 34 local authorities in Northern   province-30th of April 2022;
4. Completed work manuals for identified key services delivered by the LAs-31th of May 2022;
5. 1. Citizen’s/Client’s Manual for LAs 2. IEC (information, Education and communication) materials for the 10 priority services provided by Las– 30TH June 2022;
6. Script for 10 service delivery videos on services provided by LAs to citizens-31st of July 2022.

Liaison, Reporting and Visibility Requirements

The consultant will directly work with the department of local government- Northern  province and CDLG Northern  team. However, the contract is managed by UNDP and the consultant need to report to the project manager- CDLG project, UNDP.

CDLG will provide reporting formats to report on the workshops arranged under the initiative.

All material developed under this ToR needs to comply with visibility guidelines under the CDLG Project. All material needs to be submitted in advance for compliance validation accordingly.

TIMEFRAME

The envisaged time frame of the consultancy is 09 months.

The prospective consultant should have;

Technical competencies

• Consultant should possess the abilities, skills and experience appropriate to undertake the tasks proposed;
• Pro-active, results driven and able to meet strict deadlines;
• Proven report writing skills in Tamil;
• Excellent organizational skills;
• Excellent training skills in Tamil;
• Experience in producing corporate products, training manuals.

Behavioural Competencies:

• Respect the security, dignity and self-worth of respondents, program participants. Consultant has the responsibility to be sensitive to and respect differences amongst participants in culture, religion, gender, disability, age and ethnicity;
• Ability to be flexible and respond to changes to text/layout as part of the review and feedback process;
• Strong interpersonal skills, able to communicate and work with diverse people;
• Participate effectively in team-based, information-sharing environment, collaborating and cooperating with others;
• People Management, maturity and confidence in dealing with senior members of government institutions;
• Builds strong relationships with clients, focuses on impact and results for the client and responds positively to feedback.

Results

• Proven delivery of high-quality results, in a timely manner;
• Ability to plan own work and use time efficiently, manage conflicting priorities and work under pressure of tight and conflicting deadlines.

• Minimum Bachelor’s degree in any related field (Max. 100 points);
• Minimum 20 years progressive professional experience in local governments sector (Max. 200 points);
• Experience in conducting capacity development training for local authorities (Max.100 points);
• Experience in developing citizens charters for local authorities (Max. 150 points)
• Experience in developing work manuals for local authorities (Max. 150 points).

HOW TO APPLY

To apply please access UNDP Jobs site http://jobs.undp.org

The application should contain:

• Cover letter explaining why you are the most suitable candidate for the advertised position and a brief methodology on how you will approach and conduct the work;
• Updated CV to include qualifications/competencies and relevant experience in similar projects and contact details of 3 professional referees who can certify your competencies, professionalism, quality of writing, presentation and overall suitability to this TOR;
• Individual consultants will be evaluated based on a combination of factors including cover letter, the credentials on offer and brief interview (optional) and the offer which gives the best value for money for the UNDP;
• Please send the Financial Proposal separately to the following e-mail address: [email protected]  stating the vacancy number/position in the subject line.  Failing to provide correct vacancy number & Position would be a disqualification.

FINANCIAL PROPOSAL   

All Inclusive Lump Sum Fee: LKR (_______________________________________)

Amount in words: (Rs._____________________________________________________)

Please refer the below link to access the template for Financial Proposal

Offeror’s Letter to UNDP Confirming Interest and Availability for the Individual IC, including Financial Proposal Template

Note: Payments will be based on invoices on achievement of agreed milestones i.e., upon delivery of the services specified in the TOR and certification of acceptance by the UNDP. The applicant must factor in all possible costs in his/her “All Inclusive Lump Sum Fee” including his/her consultancy and professional fee, board and lodging, and any other foreseeable costs in this exercise. No costs other than what has been indicated in the financial proposal will be paid or reimbursed to the consultant. UNDP will only pay for any unplanned travel outside of this TOR and Duty Station on actual basis and on submission of original bills/invoices and on prior agreement with UNDP officials. Daily perdium and costs for accommodation/meals/incidental expenses for such travel shall not exceed established local UNDP DSA rates.

For an Individual Contractor who is 65 years of age or older, and on an assignment requiring travel, be it for the purpose of arriving at the duty station or as an integral duty required travel under the TOR, a full medical examination and statement of fitness to work must be provided.  Such medical examination costs must be factored into the financial proposal above.

Evaluation Criteria

Evaluation method to be determined out of the following two options.

Applications will be first screened and only candidates meeting the minimum criteria will progress to the pool for short listing. Shortlisted Candidates will be then assessed and scored against the following evaluation criteria noting that an interview will be conducted to the shortlisted candidates, if required.

1. Technical Criteria weight: [70%]
2. Financial Criteria weight: [30%]

Only Individual Consultants obtaining a minimum of 49 points (70%) on the Technical Evaluation would be considered for the Financial Evaluation.

PAYMENT FOR SERVICES

Payments will be based on milestones certified by the Project Manager- Capacity Development of Local Government Project (CDLG) of UNDP Sri Lanka.

Payment Milestones will be as follows:

1. Inception report including the list of operational arrangements and services provided by different types of local authorities – 20% – 15th of Nov 2021;
2. Workshop completion reports of the 2 district level ToTs ( attach IEC materials used including any knowledge products) ( include gender, ethnic, disability disaggregated data) – 30% – 31st  of Dec 2021;
3. Completion report on the processes followed mentioned in the objective no 4 (formulation of Citizen’s Charter) for 34 local authorities in Northern   province – 20% – 30th of April 2022;
4. Completed work manuals for identified key services delivered by the LAs – 10% – 31st of May 2022;
5. 1.Citizen’s/Client’s Manual for LAs 2. IEC (information, Education and communication) materials for the 10 priority services provided by Las – 10% – 30th June 2022;
6. Script for 10 service delivery videos on services provided by LAs to citizens – 10% – 31st of July 2022.

UNDP is committed to achieving diversity within its workplace, and encourages all qualified applicants, irrespective of gender, nationality, disabilities, sexual orientation, culture, religious and ethnic backgrounds to apply. All applications will be treated in the strictest confidence and qualified women are encouraged to apply.