E-Service Innovation Specialist - Access to Information Phase II Project

Dhaka

Organization: UNDP - United Nations Development Programme
Location: Dhaka
Grade: Consultancy - SB-4 (SC8/SC9), Service Contract, Local Contractors Agreement
Occupational Groups:
- Development Cooperation and Sustainable Development Goals
- Democratic Governance
- Governance and Peacebuilding
Closing Date: Closed

Background

A fundamental government responsibility is providing information and services aimed at improving the social and economic welfare of its citizens. During the first phase of the Access to Information (A2I) Project, fundamental progress was made in improving access to public services through electronic means. However, it is critical to expand the breadth and width of such simplified services and improve the service delivery model to counter the impact of widespread outdated manual processes, resistance to change by civil service staff and a lack of transparency that still frustrates citizens in their attempts to avail of government information and services.

The objective of the 2nd phase of the project is to increase transparency, improve governance, and reduce the time, difficulty and costs of obtaining government services for under-served communities of Bangladesh. This is to be achieved by the following five components of the project:

Component 1: Underserved communities have easy access to simplified public administrative services through electronic means.

Component 2: Civil servants and service providers and citizens are aware and capable of facilitating easy access to transparent and responsive services.

Component 3: Enabling legal and policy framework and partnership are in place to facilitate responsive and transparent service delivery.

Component 4: Institutional and incentive frameworks are in place to promote innovative service delivery mechanism.

Component 5: Establishing linkages with public and private sectors and creating awareness among citizens.

‘Access to Information II’ is planning to recruit an e-Service Innovation Specialist who will lead the e-Service capacity development initiatives of a2i for the government sector. The focus of this capacity development activities will be for government service delivery agencies/departments which will include service process simplification, e-service design, planning, develop and implementation related training and effective support programs to ensure rapid e-service implementation in different sectors of the Government. Besides this, he/she will closely work in developing the effective methodology, culture and support programs for rapid e-Service development and implementation of the Government service providing agencies/departments ensuring their complete ownership and leadership.

The project is funded by the Government of Bangladesh, UNDP and other development partners, and is implemented by PMO and Cabinet Division.

Duties and Responsibilities

Summary of Key Functions

Under the direct supervision of Policy Advisor the e-Service Innovation Specialist will do the following work:

To Innovate, design, organize and conduct e-Service requirement analysis, design, develop and implementation support related training programs, capacity building events and technical assistance for the Government.
To prepare a field and culture in the Government towards SPS by e-Service, defining and designing e-Services, prioritizing and planning for implementation involving Cabinet Division as a joint role.
To design and establish the concept for “A to Z e-Service Support Service” by forming a support and capacity building unit (e-Service Accelerator) as joint facilitator to provide extensive support services to Govt. Service providing agencies/departments for rapid and quality e-Service design, development and implementation.
To supervise the development and successful implementation of a National P2G Payment platform which will facilitate one stop, easy, instant and hassle-free Govt. Utility bills and public services fee payments for the citizen.
To provide advisory services to the different Government agencies/departments regarding e-Service Innovation, SPS, design, feasibility, development and sustainable implementation.
To perform any task, duties and responsibilities or any special assignment as and when assigned by supervisor /project management

Duties and Responsibilities:

1. To Innovate, design, organize and conduct e-Service requirement analysis, design, develop and implementation support related training programs, capacity building events and technical assistance for the Government.

Innovate e-Service design, planning, develop and implementation training and effective support programs for the government organizations capacity build up and assistance.
Ensuring continuous improvement and update the design of e-Service design and planning related training and support programs to generate expected and ultimate result.
Closely follow-up the necessary relevant activities to generate tangible output and outcome towards rapid e-service implementation in the Govt. sector.
Creating demand for rapid e-Service development and implementation in the government service delivery sector and planning for nationwide scale-up of the e-Service design and planning training programs.
Communicate, pursue and maintain close liaison with all concerned Government Organizations for e-Service design, development and implementation support
Performing all concerned activities related to successful arrangement of e-service support and training programs.
Preparing documents, manuals, publications e-Service design and planning related support programs and training for smooth knowledge transfer.
To focus in developing more ownership, leadership and building capacity for Government Service providing agencies in e-service design and planning.

2. To prepare a field and culture in the Government towards SPS by e-Service, defining and designing e-Services, prioritizing and planning for implementation involving Cabinet Division as a joint role

Innovate new ideas towards capacity development of the Govt. service providing agencies/departments towards identifying and defining e-service scopes, fixing implementation priorities and overall execution planning.
Organizing “e-Service Roadmap 2021” workshop events for the Govt. organizations to assist them in identifying and preparing e-service implementation plan till 2021.
Conducting the “e-Service Roadmap 2021” workshop event effectively for all possible Govt. service providing organizations to prepare and drive “National e-Service Roadmap” planning.
Linking with Annual Performance Agreement to improve the leadership and ownership towards rapid and sustainable implementation of e-Services in the Govt. sector.
Coordinate and maintain proper liaison with the Cabinet Division to ensure effective follow-up and monitoring of e-Service implementations in different Govt. organizations and departments.
Maintaining proper documentations and records regarding the e-Service planning and implementation of different Govt. service delivery organizations and update them in a regular basis which may require to be referred for important decision making and policy issues.
Ensuring close follow up and extensive analysis on the e-service planning (Generated from Roadmap 21 workshops) for designing effective support and assistance program to concerned Govt. service delivery agencies and organizations.

3. To design and establish the concept for “A to Z e-Service Support Service” by forming a support and capacity building unit (e-Service Accelerator) to provide extensive support services to Govt. for rapid and quality e-Service design, development and implementation.

To design and form a unit in a2i which ensure all kinds of support and assistance programs for the Govt. service delivery organizations towards service to e-Service transformation and implementation.
Planning for support programs of start to finish of an e-Service implementation i.e. SPS, designing e-Service scopes, budgeting, preparing procurement documents and planning, vendor management, piloting and scale-up implementation.
Defining the roles and responsibility of e-Service Accelerator and design the relevant functional components of it’s to provide necessary support and facility to the government service delivery agencies
Activate different support components of e-Service Accelerator unit mobilizing necessary resources to ensure efficient, effective and appropriate support service for the Govt. organizations rapid e-Service implementation
Maintain close contact and coordination with BASIS, IT companies and IT experts/ specialists with the local IT industry and Government organizations to ensure availability of all kinds of skilled expertise as resource persons for the e-Service Accelerator.
Planning for fund sourcing and fund distributions for successful e-Service implementation of different service providing agencies and departments of the Government.

4. To supervise the development and successful implementation of a National P2G Payment platform which will facilitate one stop, easy, instant and hassle-free Govt. utility bills and public services fee payments for the citizen.

Planning for requirement study, analysis, scope design , system development and implementation of the National P2G Payment Platform
Coordinate to sign MOU with all the concerned Govt. service providers which billing systems are going to be integrated with this platform to ensure one stop bill payment service anywhere anytime by any mode.
Coordinate with the hired IT Vendor and follow-up their activities related to the system development and implementation closely to ensure successful deployment of this system.
Supervise project management activities and integration actions to ensure smooth operation of the National Payment Platform.
Negotiate and connect all the concerned financial channels and options with this National Payment Platform to activate and ensure payment by all possible channels/modes.
Driving the policy, legal and strategic issues which are deeply involved with this system/platform implementation.
Maintain communication with all the stakeholders and partners, peruse and follow-up all necessary relevant activities for successful implementation of this platform across the nation.
Planning for necessary budget and resource requirements of this assignment and coordinate with the concerns timely and rightly to mobilize for ensuring smooth and quality development and implementation of this platform.

5. To provide advisory services to the different Government agencies/departments or a2i stakeholders regarding e-Service Innovation, SPS, design, feasibility, development and sustainable implementation.

Providing guidelines and advisory support to the Govt. organizations or a2i stakeholders regarding e-Services or any other ICT4D innovations or initiatives.
Ensuing the integration of different a2i developed national platforms with the e-Service design and development initiatives of different Govt. organizations and departments.
Maintaining close contact, communication and liaison of service providing organizations of Government to ensure right time and appropriate support service regarding SPS, e-Service scope design, budgeting procurement documents prepare, development and implementation.
Exploring the opportunity for international consultancy service of a2i to different potential countries in abroad aligning with the vision of south-south cooperation.
Assist in innovating new concept on e-Service of different service providing organizations and departments of Government.

Competencies

Corporate Competencies:

Demonstrates integrity by modeling 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 favoritism

Functional Competencies:

Development and Operational Effectiveness

Ability to lead strategic planning, results-based management and reporting
Ability to lead formulation and monitoring of management projects
Solid knowledge in financial resources and human resources management, contract, asset and procurement, information and communication technology, general administration
Ability to lead business processes re-engineering, implementation of new systems (business side), and affect staff behavioral/ attitudinal change

Management and Leadership

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 openness to change and ability to manage complexities
Leads teams effectively and shows mentoring as well as conflict resolution skills
Demonstrates strong oral and written communication skills
Remains calm, in control and good humored even under pressure

Knowledge Management and Learning

Promotes knowledge management in the project and a learning environment in the office through leadership and personal example
Actively works towards continuing personal learning and development in one or more Practice Areas, acts on learning plan and applies newly acquired skills

Required Skills and Experience

Education:

Masters in Computer Science/ICT/Public Administration / Management / Business Administration/ Development Studies
- Any educational background in Public Administration will be preferred.

Experience:

Minimum 3 years of experience in dealing with directly ICT4D/e-Service based transformation for the Government Agencies/Departments is must.
Should have experience at least for 3 successful projects related to service to e-Service transformation or e-service innovation or e-Service based capacity development initiative with Govt. agencies/departments.
Should understand perspectives of both service providers, service recipients and businesses in the relevant pubic service sectors.
Working experience with the government will be a preference.
Previous working experience with UNDP or any other development organization will be an added advantage

Language Requirements: