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Service Delivery National Expert

Tirana (Albania)

  • Organization: UNDP - United Nations Development Programme
  • Location: Tirana (Albania)
  • Grade: National Consultant - Locally recruited Contractors Agreement - Consultancy
  • Occupational Groups:
    • Supply Chain
    • Operations and Administrations
  • Closing Date: 2021-06-14

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The Government of Albania’s (GoA) ambitious transformation of the way public administration delivers services to its citizens by placing them in the center, launched in 2014, with ADISA (Agency for the Delivery of Integrated Services in Albania) as its institutional champion, entails a path-breaking reform that reinvents the way public administration delivers services to its citizens. The on-going reform involves a fundamental shift from operating in a narrow or isolated departmental view within the government, to a more holistic citizen-centric approach, and is now in its consolidation phase.


With support by development partners in the design and implementation of the priority public services reform recognized as an essential component for its success, the project “Consolidation of Citizen Centric Public Service Delivery in Albania” (CSDA) builds on the results by its predecessor, the ISDA Support Project (Support for innovation against corruption: Building a citizen centric service delivery model in Albania).


The CSDA Project responds to GoA further assistance requests towards strengthening access to public services and the quality and efficiency in their delivery in Albania sustainably through citizen-centric innovation and utilization of information technology. It continues to support the progress of the public service delivery reform in Albania, with special reference to: i) expansion of impact in the territory, ii) monitoring of customer care standards’ implementation by public institutions, iii) institutional consolidation, and iv) service delivery innovation and digital agenda promotion.


The key intervention areas in which the CSDA Project is engaged include:

  1. Policy and oversight,
  2. ADISA sustainability support,
  3. Public service standards, and
  4. Innovation and digitalization.


Relying on a human right-based approach, the project aims to make a significant contribution to the gender equality agenda. It asserts the concept of the right to quality public services for all citizens, while ensuring special attention to women and vulnerable groups including the elderly, persons with disabilities, ethnic minorities – with specific reference to Roma and Egyptian, the economically disadvantaged, and the rural population in particular in remote locations.


Through its activities, CSDA is positioned to support the country’s EU integration and regional cooperation agendas, help further compliance with SDG goals and promote South-to-South cooperation, while ensuring synergy and complementarity with the activities of concurrent reform programs that impact service delivery activities, as well as partner assistance projects.


CSDA is a donor pool fund project with Government of Austria as key contributor besides UNDP and Government of Italy, implemented by the Government of Albania in partnership with UNDP, following UNDP’s national implementation modality. UNDP provides project and financial management support in accordance with UNDP’s regulations and rules for project management.


Under the first key result area, assistance is foreseen under the CSDA Project to ensure the provision of legal, change management, policy review and coordination expertise at the public services reform leadership level, which is the Office of the Deputy Prime Minister (DPM), as well as its reform champion institution.


2021 marks the midpoint review of the May 2016 Citizen Centric Service Delivery Long Term Policy Document (LTPD), which constitutes an important reference for defining the strategic vision, objectives and principles around the whole process of public service delivery reform and helping the GoA and other partners in this reform to align efforts, elaborate intentions and synergize around common objectives and expected results, taking also into account the economic rationale.


The Covid-19 pandemic has brought into greater focus the need to ensure sustainable and resilient delivery of citizen centric public services, which meets the goals of access anywhere and anytime, high customer satisfaction, and 100% digital services.


In this context, to complement the assistance provided by the project for a comprehensive review of the strategic, policy and regulatory framework of the citizen centric public services reform in Albania, and identification of areas for needed adjustments and enhancements, engagement with key institutional public service providers remains crucial, as part of applying resulting recommendations in the delivery of public administrative services based on the assigned roles and responsibilities. This process is informed by ongoing monthly performance analysis and reporting, as well as monitoring of complaints submitted by citizens.

Duties and Responsibilities

Description of Responsibilities:


The objective of the assignment is to support the public services reform leadership in Albania in formulating a roadmap for ongoing improvements in the delivery of key administrative public services with most impact on citizens and related to social protection and wellbeing.


To this end, the Expert is expected to work with the Cadaster State Agency (ASHK), Social Insurance Institute (ISSH), State Social Service (SHSSH) and the National Agency for Employment and Skills (AKPA), with special focus on back office work. Under the aegis of the DPM Office and in coordination with relevant agencies, the tasks to be carried include as follows:


  • Assess issued related to effectiveness and efficiency in complying with requirement for the delivery of public services under their competencies;
  • Analyze the process of citizen complaint processing, performance data gathering and monitoring, and intra and interagency coordination;
  • Identify planned / envisaged areas of improvements and process in place to attain them;
  • Prepare recommendations on addressing unmet key areas of complaints by citizens;
  • Propose a roadmap with milestones for the way forward.


S/he will abide by gender perspective and attention to the vulnerable communities, informing the assessment and recommendations.



  • Findings, recommendations and roadmap reports related to public service delivery for the institutions in focus in Albanian and English
  • Final assignment report, including lessons learned, in English.



The Expert is expected to deliver to the CSDA Project Manager at UNDP and the DPM Office succinct monthly progress reports on activities conducted and planned indicating achievements versus agreed targets, as well as challenges and their mitigation.


Core Values

  • Integrity - Demonstrate consistency in upholding and promoting the values of UN in actions and decisions, in line with the UN Code of Conduct.
  • Professionalism - Demonstrate professional competence and expert knowledge of the pertinent substantive areas of work.


Functional competencies

  • Ability to engage, consult and negotiate with a broad range of stakeholders from various hierarchical levels.
  • Strong organizational skills and ability to work with narrow deadlines;
  • Adept in risk management and problem solving;
  • Excellent skills in analysis and synthesis, as well as communication and persuasive presentation.

Required Skills and Experience


  • Advanced degree in management, business administration, or closely related fields.


Work experience

  • At least seven (7) years of relevant professional experience in the delivery of customer care services to citizens and/or businesses in management roles;
  • Proven knowledge and understanding of the functioning of public administration; working experience is desirable;
  • Engagement in multi-stakeholder quantitative and qualitative assessments;
  • Previous experience with projects management; engagement in development partner projects is a plus.


Language requirement:

  • Fluency in spoken and written Albanian and English languages.


Evaluation Procedure:

UNDP applies a fair and transparent selection process that would consider both the technical qualification of Individual Consultants as well as their financial proposals. The contract will be awarded to the candidate whose offer:

  • Is deemed technically responsive / compliant / acceptable (only technically responsive applications / candidates will be considered for the financial evaluation)
  • And has obtained the highest combined technical and financial scores.


Technical Criteria - 70% of total evaluation – max points: 70

  • Criteria A: Compliant educational background – max points: 20
  • Criteria B: Relevant professional experience – max points: 30
  • Criteria C: Areas of expertise and knowledge – max points: 20


Financial Criteria - 30% of total evaluation – max points: 30


Candidates obtaining a minimum of 70% (49 points) of the maximum obtainable points for the technical criteria (70 points) shall be considered for the financial evaluation.


Application Procedure 

Interested applicants are advised to carefully study all sections of this ToRs and ensure that they meet the general requirements as well as specific qualifications described. Incomplete applications will not be considered. Please make sure you have provided all requested materials. 

The application should contain: 

  • Cover letter explaining why you are the most suitable candidate for the advertised position. Please paste the letter into the "Resume and Motivation" section of the electronic application. 
  • Letter to UNDP Confirming Interest and Availability & Detailed Financial Proposal - please fill in the attached form. Download Here (kindly use Firefox browser)
  • Filled P11 form including past experience in similar projects and contact details of referees, please upload the P11 instead of your CV. Download Here (kindly use Firefox browser)
  • Financial Proposal in ALL*- Specify a Total Lump Sum in Albanian Lek for the tasks specified in this announcement. The attached template may be used - Download Here (kindly use Firefox browser) Please note that the financial proposal is all-inclusive and shall consider various expenses incurred by the consultant during the contract period (e.g. fee and any other relevant expenses related to the performance of services). 
  • Copy of Diplomas and copy of Passport. 
  • Technical proposal – specifying the methodology which the consultant will employ to conduct this assignment.

*Kindly note that Letter to UNDP Confirming Interest and Availability and Financial Proposal are two separate documents and should be both part of your application. 

How to Submit the Application

To submit your application online, please follow the steps below: 

  • Download and complete the UN Personal History Form (P11) for Service Contracts (SCs) and Individual Contracts (ICs); In the P11 Form make sure to include Email Addresses of the Persons who are willing to provide References on your past experience in working with them.
  • Merge your UN Personal History Form (P11) for Service Contracts (SCs) and Individual Contracts (ICs), Financial Proposal Letter to UNDP Confirming Interest and Availability and cover letter into a single file. The system does not allow for more than one attachment to be uploaded; 
  • Click on the Job Title (job vacancy announcement); 
  • Click “Apply Now” button, fill in necessary information on the first page, and then click “Submit Application;” 
  • Upload your application/single file as indicated above with the merged documents (underlined above); 
  • You will receive an automatic response to your email confirming receipt of your application by the system. 

Due to large number of applications we receive, we are able to inform only the successful candidates about the outcome or status of the selection process. 

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.  


We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.

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