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Consultants - for Improving SOPs of federal agencies

Job Category:
Career Level:
Job Type:
Full Time
Agency / Project:
Posted On:
07 April, 2011
Last Date to apply:
22 April, 2011
Experience in years
2 to 4

10 years of experience in developing systems and procedures for various organizations


Consultants - for Improving Standard Operating Procedures (SOPs) of federal agencies

UNDP is implementing a project titled “Strengthening Public Grievance Redress Mechanisms” in collaboration with the Wafaqi Mohtasib’s Secretariat. The following are main objectives of this project.
1. To improve redress and response systems and procedures on accountability,     transparency and integrity (ATI) to enable closer alignment with the needs and expectations of citizens;
2. To increase public demand for ATI in service delivery; and
3. To facilitate availability of and access to information regarding grievance redress and service delivery mechanisms and standards.
The project wants to engage two well-experienced consultants to develop Standard Operating Procedures (SOPs) on complaints handling mechanisms of two federal agencies i.e. SNGPL and NADRA. The basic objective of the assignment is to examine and analyze the existing SOPs relating to the Complaints handling systems of these two agencies and suggest proposals for refinement keeping in view the citizens’ needs. The consultant should clearly specify his preference for the agency for which he would like to conduct the study.    

Terms of References
The consultant will:-
• Hold focused meetings with the Honorable Wafaqi Mohtasib and project management unit to understand scope and importance of the assignment.
• Review ‘Capacity Assessment and Mapping Report’ prepared in consultation with the partner federal agencies (NADRA, SLIC, Pakistan Post, SNGPL and PTCL) and develop understanding about systemic issues behind the generation of complaints against these agencies.
• Coordinate with the focal persons of two federal agencies (SNGPL and NADRA) and collect their existing SOPs for review and analysis.
• In consultation with the federal agencies, examine and analyze existing SOPs on public grievance redress systems being practiced within these two  agencies, keeping in mind the following factors;
i. Is the procedure for making complaints well publicized?
ii. Are the complaint mechanisms simple and accessible to all citizens, especially the poor and illiterate?
iii. Is there standardization of complaint mechanisms across different departments to facilitate citizens?
iv. Is there any coordination mechanism amongst different departments to ensure efficient handling of complaints?  
v. Does the investigation process of complaints consider all points of view?
vi. Does any system exist to inform the citizens about the progress of investigations?
vii. Is there any time limit fixed on handling the complaints and reaching decisions?
viii. Is the agency conveying the decisions on complaints to all parties, especially citizens making the complaints?
• Formulate proposals based on the above analysis to refine old SOPs with clear defined roles and responsibilities of staff responsible for redressing grievance within the agency.
• Hold meetings with the senior management of the agency to finalize SOPs and ensure that these are incorporated in their capacity development modules and training modules for the training of their officers and staff.
The interested applicants are advised to apply on line.
The Consultants will report to the National Project Director/Manager.
The deliverables and payment schedule will be as under:-
Deliverable % of payment
1. Submission and Approval of Work Plan 10%
2. Submission of a Report after inspection of Records / Transcripts after Primary Research containing analysis of the existing SOPs 10%
3. Submission of Review and analysis of existing SOPs of the agencies offering similar services (national and international) 20%
4. Submission of new/proposed SOPs after ensuring that the proposed SOPs are acceptable to the client agencies 20%
5. Final Approval of the SOPs by the Wafaqi Mohtasib 40%


Must Degree Degree Level Country Description
YesMasters DegreeMasters DegreeGovernance, Social or Administrative Sciences

Must Title Level Description
YesDeveloping Procedures & Systems Excellent  Experience of developing Standard Operating Procedures for the public sector organizations for systems improvement would be an added advantage.