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  • Organization: UNDP - United Nations Development Programme
  • Location: Harare
  • Grade: Consultancy - National Consultant - Locally recruited Contractors Agreement
  • Occupational Groups:
    • Refugee rights and well-being
    • Protection Officer (Refugee)
    • Project and Programme Management
  • Closing Date: Closed


Background Information 

The Zimbabwe Human Rights Commission (ZHRC/Commission) is the National Human Rights Institution responsible for promoting and protecting human rights in Zimbabwe. The Commission is also the Public Protector in Zimbabwe with the mandate to promote administrative justice. It was set up in terms of sections 232 and 242 of the Constitution of Zimbabwe and its functions are spelt out in section 243 of the same Constitution.

Receiving and handling of complaints of alleged human rights violation is a recurring task for the ZHRC. The Commission receives complaints from individuals or groups of people in person, by phone or letter from all over the country.Other options are to submit a complaint through email or social media platforms or through the ZHRC website will be made available in due course. Once the complaint is accepted as admissible, it passes through several stages of the workflow until the case is resolved or closed which involves progress tracking and review of the case by several colleagues in the work chain.

In 2019, The ZHRC developed an Electronic Case Management System (CMS) for the efficient processing and recording of complaints, retrieval of statistics and generating reports. In 2020 The CMS was upgraded to be disability inclusive taking on board the Washington Group of questions. Key functions of the system include to:

  • Process complaint in a timely and efficient manner by ensuring that all relevant colleagues in multiple locations in the country have access to all relevant information about the case to make timely decisions;
  • Gather and store human rights related information in a systematic manner for multi-pronged purposes of promotion and protection of human rights;
  • Get a quick overview of all the information regarding a particular complaint/case including disability inclusion;
  • Get an overview about the characteristics, disaggregated data and the status of complaints as a whole (total of active, closed or pending complaints, number of complaints by different categories at each stage, etc.);
  • Handle complaints more efficiently by reducing time for repetitive tasks;
  • Extract relevant indicators and data about complaints as a whole in a given period of time such as type of violations, geographical spread, characteristics of victims (sex, age, physical/mental ability, occupation, vulnerable group) and respondents;
  • Monitor the performance of the ZHRC and assess whether complaint management expected outcomes/objectives are achieved;
  • Map the geo-location of complaints/petitions to allow for targeted interventions;
  • Identify emerging issues for SMART programming;
  • Properly refer cases that do not fall under the jurisdiction of ZHRC;
  • Enhance complainants’ satisfaction;
  • Advise the Government based on adequately stored data;
  • Secure the confidentiality of complainants’ personal information.

Objectives of the assignment

Recognising the evolution of technology for ease and efficiency in doing business, the introduction of the Justice Sector’s Integrated Electronic Case Management System which the ZHRC CMS needs to align as well as with the incoming CMS’s for the CH.12 commissions, the aim of this consultancy is to assess, modify as needed, upgrade and update the relevant components of the current ZHRC Case management system whilst retaining all the elements already captured by the system, including the inclusivity of the CMS to capture disability data through the complaints system.

Duties and Responsibilities

Key tasks to be accomplished by the Consultant

For the purposes of ensuring that the ZHRC has a strengthened, inclusive, and functional Case Management System, the Consultancy individual shall undertake the following work:

  • Conduct a comprehensive analysis to understand the needs, challenges faced and functional and non-functional requirements of existing ZHRC case management system;
  • Create a system design document for the E-CMS in line with the requirements of what;
  • Develop Beta Version of the E-CMS based on approved system design document for testing;
  • Conduct system testing and user acceptance testing and follow up on fixing of incidents;
  • Review the existing ZHRC Case Management generally and update critical elements identified and required for the overall upgrading and improvement to the CMS;
  • Correct glitches and errors faced using the CMS i.e. disappearing and hanging of documents in the system, inconsistency in chronologically referencing of cases for all Offices (Harare, Bulawayo and Mutare);
  • Allow the Records Office to automatically produce Statistics from the CMS, for all the offices;
  • Enable the ZHRC CMS to amend and stop notifications to Human Rights officers (HROs) who left the ZHRC or Department and direct to the Director;
  • Enable a print option for the Director to correct font and print documents (Such as letters) from the case management system;
  • Give notifications but stop action by the Director on advised or referred cases by the HRO;
  • Enable the reports function to have a drop-down thematic area menu giving options of all the thematic areas;
  • Make the Complaints Form editable to all users in the case management system except records officers;
  • Standardise font type, font size, alignment, and justification of documents (letters, dossiers, and reports) throughout the system;
  • Ensure the complaint details (complaint form) remain accessible to the Human Rights Officer when a complaint becomes a case;
  • Extend the time out so that the CMS provides adequate time to input information in the system without premature log out for users;
  • Enable system accessibility for other ZHRC offices (Bulawayo Office) and grant appropriate user rights to personnel in those offices;
  • Allow the intake Officer to save, retrieve documents and check allocated cases.  Attend to any other issues that may arise in the use of the case management system during the consultancy;
  • Build capacity and train relevant staff on the usage of the case management system and overall system changes;
  • Conduct Pilot of the Case Management System to ensure effective usage of the System by Stakeholders;
  • A month after improvement of the system Conduct a half day workshop to discuss whether the issues raised have been resolved;
  • Enable the Referral Update function to ensure that this can be accessed and worked on;
  • Identify hardware and software for the efficient running of the CMS.

Time Frame

The consultancy services are to be undertaken over a period of 40 days.


The main deliverable will be as detailed below.

Specific Deliverables

The Individual Consultant will deliver the following deliverables at each project phase:

  •  Inception Report- It should be described how the assignment will be tackled including the proposed methodological approach/tools with a clearly defined work schedule for the assignment;
  • Situation analysis paper/brief of existing ZHRC Case Management System;
  • A system design document for the E-CMS;
  • Beta version of E-CMS with the required customization;
  • Testing plan, including the actual conduct of the test and follow up of incidents vi. An updated CMS that addresses all the elements of the TORs;
  • Training plan with training Manuals for end users and System Administrator viii. Conduct the test and training;
  •  A consultancy training report of the Upgraded Inclusive CMS;
  • A functional, efficient, and user-friendly CMS;
  • Provision of technical support as needed.


  • ZHRC and UNDP will oversee and guide the consultant. The assessment will be directly managed by the ZHRC focal person and the UNDP Team Leader-Governance with support from the UN PUNOS;
  • ZHRC focal person will be responsible for convening, coordinating and supporting the assessment in close collaboration with key national partners;
  • UNDP will be responsible for convening, coordinating and supporting the assessment in close collaboration with the SI Technical Coordination Unit;
  • Consultant needs to comply with global and local PSEA (Protection from Sexual Exploitation and Abuse) guidelines and standards.


The level of effort required to accomplish this consultancy assignment is expected to be three months. The service provider is expected to provide post implementation technical support and maintenance for an additional period of three months. The total duration of the consultant's engagement will be six months. The assignment will be predominantly based in Harare and may require travel for fieldwork to selected ZHRC's regional branch offices in Zimbabwe during pilot testing.


The Individual consultant  will be recruited under the UNDP terms and conditions and will operate under the direct supervision and overall guidance of the ZHRC. ZHRC will organize and facilitate relevant teams for consultations, to review progress and deliverables, and provide feedback on a timely basis. ZHRC will provide office space and meeting rooms for staff from the service provider for consultation and user training.

General Conditions: Procedures and Logistics

The consultant is expected to work from their own premises.

All costs pertaining to presentation of the study methodology and other elements of the Technical Proposal to the Technical Evaluation Panel, travel or field visits related to preparation of the Proposal, travel related to Negotiations/Technical discussion and other preaward activities are to be borne by the consultant and should not be included in the Financial Proposal submitted.

For the entire period of this project/contract all travel (international and within Zimbabwe) related to any contract emerging from these ToRs, including all travel for consultations and discussions, meetings for planning and execution of potential works, travel to target towns etc. will have to be borne by the consultant and must be included in the Financial Proposal submitted. The consultant is responsible to make all relevant travel arrangements, including Visa, hotel, transportation and other relevant costs.

UNDP may, as a courtesy, facilitate through the provision of a letter of certification that travel is related to this project/contract, provide/indicate names of hotels/guest houses used by UN, but all arrangements are the responsibility of the consultant, both financially and action-wise.

Policy to be aware of:

 UNDP has a zero-tolerance policy towards sexual exploitation and abuse.

 Members of the contracting company are not entitled to payment of overtime. All remuneration must be within the contract agreement.

 No contract may commence unless the contract is signed by both UNDP and the Contractor.  The data and information collected during this data is sole and full ownership of the

Spotlight Initiative.

 No Individual Consultant may travel prior to contract signature.

Consultant will not have supervisory responsibilities or authority on UNDP budget.

Consultant will be required to sign the Health statement for consultants/lndividual contractor prior to taking up the assignment, and to document that they have appropriate health insurance, including Medical Evacuation.


The prospective firm shall indicate the cost of services for each deliverable in US Dollars all inclusive lump-sum contract amount in its proposal when applying for this consultancy. The consultant covers the cost of travel, data collection and other related costs incurred to achieve the results. The consultant will be paid only after the approving authority confirms satisfactory completion of each deliverable.

The payment shall be affected as per the following payment schedule:

  • 25% upon submission of inception report (10 days) and after apprval by ZHRC/UNDP;
  • 25% upon approval of system design document in line with the Functional Requirements and Beta version of the E-CMS (30 days) and successful completion of: - training of trainers for ZHRC's team, and approval of the training manual for end users and system administration; - test of the system;
  • 50% Upon provision of technical support for three months after delivery of the system to ZHRC, ensuring smooth system administration.



 Functional Competencies

  • Positive and constructive approaches to work with energy;
  • Demonstrate openness to change and ability to receive and integrate feedback;
  •  Strong time management and meeting established timelines;
  • Ability to work under pressure, and to deliver in a timely manner without compromising quality standards.

Core Competencies:

  • Awareness and Sensitivity Regarding Gender Issues;
  • Accountability;
  • Creative Problem Solving;
  • Effective Communication;
  • Inclusive Collaboration;
  • Stakeholder Engagement;
  • Leading by Example.

Core Values:

  • Respect for Diversity;
  • Integrity;
  • Professionalism.

Required Skills and Experience


  • University Degree in Telecommunications/ICT, Engineering, or a closely related field from an accredited educational institution.


  • A minimum of 5 years professional experience in working in the IT/digital sector, managing teams tasked with designing and implementing technology-based case management system or similar solution;
  • Project management experience with strong problem-solving skills - Basic knowledge of PMBOK, ITIL and Cloud Computing infrastructure.
  • Expert knowledge in Frameworks, such as ASP.NET MVC, ASP.NET core, Laravel, Codelgniter, etc;
  • On hand experience on software development tools, such as HTML 5, JavaScript, CSS, Python, MSSQL, MySQL, Firebase, Mongo DB, Angular, Node.js Developer, Microsoft Visual Studio and other tools, Mobile Android. - Expert knowledge in integrating reporting and data analytics;
  • Willingness to keep abreast of new development in the field of expertise and upgrade the system when necessary.
  • 5 years of experience on Cloud Platform configuration and security;
  • Practical experience on Google Cloud Infrastructure platform, such as Google;
  • Microsoft Azure, iCloud and other tools.


  • Excellent knowledge of English;
  • Basic knowledge in Shona, Ndebele and other Zimbabwean languages would be an asset;
  • Capacity to facilitate and communicate with experts with different qualification and experience participating in the assessment.

Where a candidate intends to collaborate with other individuals to accomplish the task, the CVs of the proposed collaborators should be included together with the role the collaborators will play. It however remains the lead consultant's role to contract with the collaborators and to ensure that the task is completed to satisfaction. 

How to apply

Latest CV highlighting the relevant experience. Prospective candidates could apply either as a team or as individuals. When applying as a team, the CVs of all experts in the team should be provided, along with the application;    Updated P11 Form template of which can be downloaded from this website -;

A detailed technical proposal on undertaking the tasks and evidence of previous work;Please group all your documents (CV, P11, Technical Proposal and certificates) into one (1) single PDF document as the system only allows to upload maximum one document. Incomplete applications will not be given consideration.Applicants must reply to the mandatory questions asked by the system when submitting the applicationPlease note that only applicants who are short-listed will be contacted.CRITERIA FOR SELECTING THE BEST OFFER

Interested candidates are expected to submit both the Technical and Financial Proposals. Complete applications will be evaluated based on Cumulative Analysis as per the following scenario:

  • Responsive/compliant/acceptable;
  • Having received the highest score out of a pre-determined set of weighted technical and financial criteria specific to the solicitation. In this regard, the respective weight of the proposals is:
    • Technical Criteria weight is 70%
    • Financial Criteria weight is 30%

The technical proposal should include:

  • Curriculum vitae of the IC;
  • Brief presentation of the individual consultants’ experience on similar assignments;
  • Proposed Approach and methodology for carrying out the assignment.

The award of the contract shall be made to the Consultant whose offer has been evaluated and determined as: Responsive/compliant/acceptable; and having received the highest score out of a pre-determined set of weighted technical and financial criteria specific to the Terms of Reference.

General Conditions of Contract for the ICs:

Financial proposal

Financial proposal is to be submitted on the Letter of Confirmation of Interest and Availability Form. Password will be requested from those who would have passed the Technical Evaluation.

Letter of Confirmation of Interest and Availability

“UNDP is committed to gender equality in its mandate and its staff, and equal opportunities for people with disabilities. Well qualified candidates, particularly women and people with disabilities are especially encouraged to apply”.


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