Consultancy – Business Analyst Consultant on Case Study of a Service Tracker to Support BMS/OFRM Service Delivery Model, BMS/OFRM

Background

The United Nations Development Programme (UNDP) is the global development network of the United Nations system that is on the ground in about 170 countries, with its Headquarters in New York, USA.  The Bureau for Management Services (BMS) is a central Bureau tasked with the development of corporate strategies, policies, tools and systems in key cross-cutting management areas.

In support of UNDP's current Strategic Plan, the Service Delivery Model adopted by the Bureau of Management (BMS) aims to provide integrated, effective, and customer focused services. The Office of Financial Resources Management (OFRM) is an integral part of BMS’ new service delivery model in charge of the Global Finance function. There is an opportunity for OFRM to drive with its clients the resolution of some of the key challenges, to deliver an overall efficient, effective and adaptable global Finance Service Delivery Model.

BRIEF PROJECT DESCRIPTION:

UNDP’s Global Finance function faces multiple challenges e.g. variable data quality, inconsistent global finance capacities and performance, fragmented advice and monitoring, disjoined accountability for finance staff, and an incomplete differentiated model for the finance function at country level.

A key component of OFRM’s global Finance Service Delivery Model is to transition towards the provision of services based upon the 3-tier service delivery model, that will enable all OFRM Units to deliver and track finance services to The figure below shows the desired 3 tier Service Delivery Model, but at the present stage, the prosed tracker would need to focus on capturing all requests coming in via different channels and the structuring of the self-service knowledge base to develop the 3 tier model in the future, clients, to manage demand and improve demand planning, and ensure high quality service delivery.

The implementation of a service tracker for the delivery of finance services across BMS/OFRM will help fulfil this need, and facilitate the implementation of service delivery indicators. The proposed tracker will be the first step towards transitioning to the 3-tier service delivery model, primarily focused on facilitating and tracking the service requests from clients, which include country offices, regional hubs, regional bureaus, central bureaus, independent units etc.

Presently, the OFRM offers to its clients a variety of service channels, for which the tracker should provide support:

• Email: a large portion of the service requests are addressed to OFRM staff, either using personal addresses or group addresses. The current email channels should be kept open as an entry point. UNDP uses Office 365 for managing email communications.
• Phone: Service request and provision often occur over the phone, directly to the extension of OFRM staff members. UNDP uses Cisco IP telephony systems.
• Instant messaging: such as Skype, Skype for Business.
• Knowledge networks: such as the Finance network currently in UNDP’s Yammer.
• Meetings or office visits: OFRM staff members are invited to meetings or receive visits from clients to discuss service requests. 

Ideally, all the interactions with clients and the corresponding solutions should be recorded and then formatted to be made available for future clients/requests, providing inputs for building the Tier 0 of the Service Delivery model of OFRM, which forms the knowledge sharing one stop shop. It is expected that the users can consult and search interactively among the cases previously solved on the repository of cases.

Presently, the OFRM offers to its clients a variety of service channels, for which the tracker should provide support:

• Email: a large portion of the service requests are addressed to OFRM staff, either using personal addresses or group addresses. The current email channels should be kept open as an entry point. UNDP uses Office 365 for managing email communications.
• Phone: Service request and provision often occur over the phone, directly to the extension of OFRM staff members. UNDP uses Cisco IP telephony systems.
• Instant messaging: such as Skype, Skype for Business.
• Knowledge networks: such as the Finance network currently in UNDP’s Yammer.

Meetings or office visits: OFRM staff members are invited to meetings or receive visits from clients to discuss service requests. 

Ideally, all the interactions with clients and the corresponding solutions should be recorded and then formatted to be made available for future clients/requests, providing inputs for building the Tier 0 of the Service Delivery model of OFRM, which forms the knowledge sharing one stop shop. It is expected that the users can consult and search interactively among the cases previously solved on the repository of cases.

Duties and Responsibilities

SCOPE OF WORK, RESPONSIBILITIES AND DESCRIPTION OF THE PROPOSED ANALYTICAL WORK

Reporting to the Chief, Finance Business Advisors, OFRM, the Individual Contractor (National Consultant) will help with the design and specifications for an OFRM service tracker system by analyzing OFRM’s service delivery model and its integration and utilization. The design should be consistent with the available UNDP corporate platforms and tools e.g. Oracle CX, Cisco IP telephony, Office 365, and PowerBI for analytics and reporting.

Expected outputs and deliverables:

The primary task of the individual contractor is to analyze and provide an initial design and technical specifications for the proposed tracker utilizing existing UNDP corporate platforms and tools e.g. Oracle CX, Cisco IP, Office 365, Microsoft Outlook - that meets best practice service tracker platform functionalities, including:

• easy to use
• full automation or minimal data entry requirements in capturing all incoming inquiries from various sources (e.g. emails, phone calls, skype for business meeting requests, other service providers such as OIMT Global Service Desk and Global Shared Services Unit in KL)
• able to document the demographics (e.g. name, office location, method of incoming inquiry, time stamp) and the types of service requests and resultant resolution
• efficient routing or easy escalation of incoming service requests to the correct service provider
• allows confidentiality in certain types of service requests
• delivers self-service solution capabilities, reporting capabilities, monitoring demand and metrics on performance indicators
• retains and allows for formatting for public use of solutions provided by OFRM in the past to apply them to identical or similar service requests.
• Enables user-friendly oversight capability and auto-escalation to support managers to monitor service delivery performance
• provides transparency to clients

The Individual Contactor shall also be responsible for the following tasks:

• Consult with the different units in OFRM, BMS and Regional Bureaus to understand the business flow of the financial advisory services.
• Formulate the business requirements to support OFRM and OIMT in implementation of the system.
• Design the required workflows for the system functions .
• Analyze any main risks involved in servicing the finance community through the tracker, working with the other BMS Units.
• Define the parameters for the Knowledge Management repository and search functionalities of a future Tier 0 portal.
• Prepare detailed project plan, including a GANTT chart following the commencement of project activities.

The Individual Contractor shall also work closely with other BMS Units, with the support of the Finance Business Advisors and the BMS Coordinator, e.g. Office of Information Management and Technology, the Business Coordination Unit and the Global Shared Services Unit in KL.

Competencies

Communication

• Speaks and writes clearly and effectively
• Listens to others, correctly interprets messages from others and responds appropriately
• Asks questions to clarify, and exhibits interest in having two-way communication
• Tailors language, tone, style and format to match the audience
• Demonstrates openness in sharing information and keeping people informed

Teamwork

• Works collaboratively with colleagues to achieve organizational goals
• Solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from other
• Places team agenda before personal agenda
• Supports and acts in accordance with final group decision, even when such decisions
  • may not entirely reflect own position
• Shares credit for team accomplishments and accepts joint responsibility for team shortcomingsPlanning and organizing

  • planning and organizing

Planning and organizing

• Develops clear goals that are consistent with agreed strategies
• Identifies priority activities and assignments; adjusts priorities as required
• Allocates appropriate amount of time and resources for completing work
• Foresees risks and allows for contingencies when planning
• Monitors and adjusts plans and actions as necessary
• Uses time efficiently

Accountability

• Takes ownership of all responsibilities and honors commitments
• Delivers outputs for which one has responsibility within prescribed time, cost and quality standards
• Operates in compliance with organizational regulations and rules

Client orientation

• Monitors ongoing developments inside and outside the clients’ environment to keep
• informed and anticipate problems
• Keeps clients informed of progress or setbacks in projects
• Meets timeline for delivery of products or services to client

Required Skills and Experience

Academic qualifications:

• Bachelor’s degree in Business Administration, Public Administration, Information Technology, Finance, or relevant field, required; advance degree in these fields, an asset. 

Years of experience:

• Solid experience in handling web-based service tracking and knowledge management systems, for instance using Oracle CX and integration with other communications platforms such Office 365 and Cisco IP communications suite, required.
• Understanding of interactive digital technologies, standards and industry trends and experience in designing processes and workflows leveraging these trends, required
•  5- 7 years of progressive experience in designing complex enterprise information management systems, creating seamless and consistent user experiences, required

This could be assessed by:

• Demonstrated experience in providing guidance and assistance around advisory services process work-flows design
• Ability to gather and document business and functional end user requirements
• Ability to lead a consultation process and work with multiple stakeholders
• Excellent written, presentation and oral communication skills in English, an asset

Language:

• Fluency in written and spoken English is required;
• Working knowledge of another UN language would be an asset

Application Procedure

The application package containing the following (to be uploaded as one file):

• Online application with brief description of why the Offer considers her/himself the most suitable for the assignment; and
• Personal CV or P11, indicating all past experience from similar projects and specifying the relevant assignment period (from/to), as well as the email and telephone contacts of at least three (3) professional references.

Note: The above documents need to be scanned in one file and uploaded to the online application as one document.

Shortlisted candidates (ONLY) will be requested to submit a Financial Proposal.

• The financial proposal shall specify a total lump sum amount, and payment terms around the specific and measurable deliverables of the TOR. Payments are based upon output, i.e. upon delivery of the services specified in the TOR, and deliverables accepted and certified by the technical manager. 
• The financial proposal must be all-inclusive and take into account various expenses that will be incurred during the contract, including: the daily professional fee; cost of travel from the home base to the duty station and vice versa, where required; living allowances at the duty station; communications, utilities and consumables; life, health and any other insurance; risks and inconveniences related to work under hardship and hazardous conditions (e.g., personal security needs, etc.), when applicable; and any other relevant expenses related to the performance of services under the contract.
• This consultancy is a home-based assignment, therefore, there is no envisaged travel cost to join duty station/repatriation travel.  
• In the case of unforeseeable travel requested by UNDP, payment of travel costs including tickets, lodging and terminal expenses should be agreed upon, between UNDP and Individual Consultant, prior to travel and will be reimbursed. In general, UNDP should not accept travel costs exceeding those of an economy class ticket. Should the IC wish to travel on a higher class he/she should do so using their own resources.
• If the Offeror is employed by an organization/company/institution, and he/she expects his/her employer to charge a management fee in the process of releasing him/her to UNDP under a Reimbursable Loan Agreement (RLA), the Offeror must indicate at this point, and ensure that all such costs are duly incorporated in the financial proposal submitted to UNDP.

The Financial Proposal is to be emailed as per the instruction in the separate email that will be sent to shortlisted candidates.

Evaluation process

Applicants are reviewed based on Required Skills and Experience stated above and based on the technical evaluation criteria outlined below.  Applicants will be evaluated based on cumulative scoring.  When using this weighted scoring method, the award of the contract will be made to the individual consultant whose offer has been evaluated and determined as:

• Being responsive/compliant/acceptable; and
• Having received the highest score out of a pre-determined set of weighted technical and financial criteria specific to the solicitation where technical criteria weighs 70% and Financial criteria/ Proposal weighs 30%.

Technical evaluation - Total 70% (700 points):

• Criteria 1: Solid experience in handling web-based service tracking and knowledge management systems, for instance using Oracle CX and integration with other communications platforms such Office 365 and Cisco IP communications suite Weight = 25%; Maximum Points: 250;
• Criteria 2. Understanding of interactive digital technologies, standards and industry trends and experience in designing processes and workflows leveraging these trends. Weight = 25%; Maximum Points: 250;
• Criteria 3: 5-7 years of progressive experience in designing complex enterprise information management systems, creating seamless and consistent user experiences   Weight = 20%; Maximum Points: 200 – may be assessed by:

• Demonstrated experience in providing guidance and assistance around advisory services process work-flows design,
• Ability to gather and document business and functional end user requirements
• Ability to lead a consultation process and work with multiple stakeholders

Candidates obtaining a minimum of 70% (490 points) of the maximum obtainable points for the technical criteria (700 points) shall be considered for the financial evaluation.

Financial evaluation - Total 30% (300 points)

The following formula will be used to evaluate financial proposal:

p = y (µ/z), where

p = points for the financial proposal being evaluated

y = maximum number of points for the financial proposal

µ = price of the lowest priced proposal

z = price of the proposal being evaluated

Contract Award

Candidate obtaining the highest combined scores in the combined score of Technical and Financial evaluation will be considered technically qualified and will be offered to enter into contract with UNDP.

Institutional arrangement

The consultant will work under the guidance and direct supervision of Chief, Finance Business Advisors, OFRM and will be responsible for the fulfilment of the deliverables as specified above. The consultant must be available for meetings and consultations at UNDP HQ/New York.

Payment modality

• Payments are based upon output, i.e. upon delivery of the services specified above and deliverables accepted and upon certification of satisfactory completion by the manager. 
• The work week will be based on 35 hours, i.e. on a 7 hour working day, with core hours being between 9h00 and 18h00 daily.

Click here for important information for US Permanent Residents ('Green Card' holders).