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Capacity Mapping and Assessment Consultant - Grievance Redress Systems of 5 Federal Agencies

Job Category:
Career Level:
Job Type:
Full Time
Agency / Project:
‘Strengthening Public Grievance Redress Mechanisms’, (SPGRM) - UNDP
Islamabad with possible travel to Karachi & Lahore
Posted On:
24 November, 2008
Last Date to apply:
06 December, 2008
Experience in years
2 to 4

At least 3 years of experience on institutional strengthening and capacity development.


The Wafaqi Mohtasib (Ombudsman) of Pakistan is responsible for receipt and resolution of public complaints against maladministration in any Federal Agency. In accordance with its mandate to redress public grievances, the Ombudsman has initiated a project, ‘Strengthening Public Grievance Redress Mechanisms’, (SPGRM) in collaboration with UNDP. The project has the following objectives:
(i)                 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;
(ii)               To increase public demand for ATI in service delivery; and 
(iii)             To facilitate availability of and access to information regarding grievance redress and service delivery mechanisms and standards.
The operationalization of these project objectives involves, apart from other areas, improvement in grievance redress systems within selected Federal Agencies through capacity development initiatives to be undertaken under the project. As a pilot exercise, the office of the Wafaqi Mohtasib (Ombudsman) has identified five Federal Agencies, based on the criteria of highest number of public complaints received against, over the past five years.
As a pre requisite to the capacity development exercise, the project will conduct capacity assessment and mapping of the ‘grievance redress systems’ within each of these organizations, which will consequently lead to the development of a need based capacity development plan.
Objectives of the capacity mapping and assessment exercise
This consultancy will constitute the first phase of a larger capacity development initiative where the findings/recommendations from this exercise will be the basis for developing more comprehensive capacity development (CD) strategies for the organizations selected during the first phase.
Specific Objectives:
·         Assess institutional arrangements and practices for public grievance redress and handling of legal responsibilities under the Freedom of Information Ordinance (FOI) 2002,
·         Identify capacity gaps in the grievance redress and FOI mechanisms prevalent in the select Agencies
·         Conduct systemic review of the Federal Agencies referring to the procedures, practices and modules with special emphasis in identifying the reasons which result in delay/maladministration.
Results and Deliverables
1.      A synthesis assessment reportwhich will provide detailed individual reviews and comparative analysis on:
  • the public grievance redress and FOI compliance systems of the select Agencies in terms of their effectiveness, efficiency and accessibility;
  • inter and intra agency coordination mechanisms in relation to grievance redress, particularly with reference to the Agency-Ombudsman relationship.
The assessment shall be carried out using the framework (shaded) given below.
2.      Recommendations for the next phase of capacity development.
The capacity assessment consultant (after getting an orientation from the PMU) will visit the organizations and initiate the capacity assessment exercise. The framework for this exercise will be based on the UNDP capacity assessment methodology and the expertise of the consultant with regards to governance issues, institutional strengthening and capacity building institutional initiatives. The consultant will develop an assessment work plan and checklists together with the UNDP project team before starting the capacity assessment/mapping process. The consultant will be coordinating with key focal persons identified in the 5 agencies and interacting with related stakeholders/personnel in the respective organizations (across horizontal and vertical hierarchies), review systems and recorded information regarding the grievance redress processes. The consultant is expected to employ participatory observation basics to undertake the assignment.
Consultant Team
This consultancy will be carried out by a national expert. The Wafaqi Mohtasib (Ombudsman) Secretariat will provide coordination support for conduct of this assignment.  
Profile of consultant:
  • Post graduate degree in relevant discipline.
  • Prior experience of carrying out institutional capacity assessments is a must.
  • At least 3 years of working on institutional strengthening and capacity development.
  • Preference will be given to candidates who can demonstrate knowledge of public administration issues, governance reforms, accountability and transparency in Pakistan.
  • Fluency in written and spoken English and Urdu.
  • Excellent report writing skills


Capacity Assessment Framework
The capacity assessment study will focus on the grievance redress mechanisms and FOI compliance systems in each of the five selected federal agencies. The study will comprise of, but not be limited to, the following areas for each agency:
·   The level/nature of customer orientation
oAs mandated in the strategic vision/mission, goals and objectives of the organization- and manifested in its values
oAs observed in any generic documented form (rules, SOPs, policies)
oAs specified in any grievance redress (or related) policy, procedure, rules, regulations or administrative instructions
oAs observed/perceived to be in practice/culture (via participatory observation)
·   The nature and functionality of the grievance redress system
oAssessment of resource allocation (human, financial and technical) on quality and quantity
oSystems assessment of the grievance redress function
oAssessment of the work breakdown structure 
oProcess mapping and highlighting of slack areas
oIdentify critical paths and redundant activities
oWorkload estimation
oCompetency definition for each tier
oLevel of tracking system
oLevel of automation
·   The internal and external institutional interlinkages (cross functional/departmental) with regard to grievance redress systems related follow up.
It will also be equally pertinent to ascertain the level of institutional coordination and management control with respect to its outreach network of service provision facilities (especially in the case of grievance redress follow up).
·   The nature of public grievances
oIndividual/Institutional (Percentages)
oComplaints related to specific service delivery components (categorization)
·   Results orientation of the existing grievance redress systems
oAnalysis (upon availability) of historic data of grievance redress
oResults of past (if any) grievance redress strengthening exercise
oExistence of any customer satisfaction interface
oIf yes for the above, any mode for performance assessment/management
oRedress rate
o     Standards for performance and service delivery; enforcement; and measurement; and incentives for compliance

Timeline: 20 December 2008 to 20 March, 2009.

CA consultant contract signed
December 20, 2008
UNDP , Consultant , PMU
CA work plan and checklists shared by the consultant
December 26, 2008
UNDP , Consultant , PMU
Team meeting
December 28, 2008
 UNDP, Consultant , PMU
Meetings with the focal persons in the selected institutions
January -March 2009
Consultant, UNDP, PMU, identified organizations
Presentation of Initial Assessment Report and future Plan of Action (way forward)
March 20 2009
CA Consultant

Payment and Deliverables:
The consultant would be paid a lump sum amount against the following deliverables:
10% upon signing of contract and submission of workplan and outline
30% upon submission of initial assessment reports of 5 organizations
30% upon submission of final assessment report of 5 organizations
30% upon submission of consolidated report and way forward (including substantiated recommendations)
Travel and accommodation expenses for duty travel to Karachi and Lahore and other costs related to documentation and communication will be built into the contract and form part of the lump sum payment to the consultant.
The consultant is expected to use his/her own computing equipment during the assignment.

Must Degree Degree Level Country Description
YesMastersMasters DegreeLocal Qualified
 Post GraduateMasters Degree o Post graduate degree in relevant discipline. o Prior experience of carrying out institutional capacity assessments is a must. o At least 3 years of working on institutional strengthening and capacity development. oPreference will be given to candidates who can demonstrate knowledge of public administration issues, governance reforms, accountability and transparency in Pakistan. oFluency in written and spoken English and Urdu. oExcellent report writing skills

Must Title Level Description
 institutional strengtheningGood  o Prior experience of carrying out institutional capacity assessments is a must. o Preference will be given to candidates who can demonstrate knowledge of public administration issues, governance reforms, accountability and transparency in Pakistan. o Fluency in written and spoken English and Urdu. o Excellent report writing skills