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.
One of the major result areas in the operationalization of the project objectives is the strengthening of the ‘Implementation Wing’ of WMS. The Implementation Wing is responsible for managing and coordinating the follow-up of the recommendations provided by the Mohtasib office. The Implementation Wing is a critical section of the WMS as it represents the direct interface with the Federal agencies in a post decision/recommendation/finding scenario. Secondly, the output of the implementation wing also determines the outcome and effectiveness of the Ombudsman office. Amidst this backdrop, the projects aims to further capacitate the effectiveness of the Implementation Wing.
As a pre requisite to the capacity development exercise, the project will conduct capacity assessment and mapping of the Implementation Wing, which will consequently lead to the development of a need based capacity development strategic plan.
Objectives of the capacity mapping/assessment exercise of IW
The assessment aims to establish an eclectic base of the existing capacity of the Implementation Wing. The assessment will cover all aspects of institutive capacity pertaining to the Implementation Wing.
Following are the over arching objectives of the study,
· To assess the holistic capacity of the Implementation Wing in accordance with the requirement of the implementation function of WMS.
· On the basis of the capacity assessment, preparation of a detailed capacity development plan for the IW.
Determine (in consultation with other stakeholders in the WMS and PMU) the functional determinants
of the Implementation Wing in the context of the WMS and its oversight mechanism.
As a consequence to the above, evaluate the relevant institutional Regulations (binding legal parameters) and the mandate of the Implementation Wing. 
· As a consequence to the above, determine capacity determinants of the Implementation Wing in the context of the oversight mechanism (of the WMS).
· Assess organizational arrangements and coordination mechanisms (internal and external) for implementation management of the Recommendations of the WMS.
o Coordination interface with the field ‘Implementation Cells’ and other regional offices
o Coordination interface with the Federal Agencies (and their respective focal persons)
o Feedback mechanism to government for improvement of Federal Agencies.
· Evaluate the procedural and process activities (via process mapping) of IW
· Ascertain the financial and technical imperatives for an effective implementation function
o The effectiveness of data management and storage, complaint management information system (CMIS) with special reference to the module for the ‘implementable decisions’.
o The ability of the information system to provide modular data for trend analysis and consequent decision making
o The ability of the system to generate category based reports
o The recording reporting system and its verifiability/tracking ability
o The functionality of the IT interface between HO and Field operations
o The user friendliness of the information system
· Evaluate the prospect (and mode) of data sharing with respective Federal Agencies for improved implementation outcomes.
· Assess the Human Resource allocation of the HO and field based implementation staff
o Competency profiling
o Training needs (especially on IT enabled operations, data management, data profiling and trend analysis)
o Work breakdown structure and work load estimation
Results and Deliverables
- A synthesis assessment reportwhich will provide a detailed analysis of holistic capacity mapping of the IW
- Recommendations for the next phase of capacity development.
- On the basis of the results of the capacity mapping, a detailed capacity development plan of the IW to be submitted to the Ombudsman Office for approval.
- Upon approval of the capacity development plan, conduct trainings for the HO and regional staff of the IW
The capacity assessment consultant (after getting an orientation from the PMU) will initiate the capacity assessment exercise of the Implementation Wing. 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, Business Process Reengineering and legal imperatives for improved implementation effectiveness. 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 the members of the Implementation Wing and interact with related stakeholders/personnel (across horizontal and vertical hierarchies), review systems and recorded information regarding the implementation processes. The consultant will also visit a few regional offices and undertake capacity assessments and evaluate the functionality of the implementation function. The consultant will also compare the effectiveness of the implementation function in a regional office where an Implementation Cell has been established, with that where it hasn’t been established.
An indirect outcome of the capacity mapping of the regional IW will enable the WMS to better plan the establishment of the Implementation Cells in the remaining regional offices.
The consultant is expected to employ participatory observation basics to undertake the assignment.
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
Payment and Deliverables:
Travel and accommodation expenses for duty travel to other cities 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.
10% upon signing of contract and submission of workplan and outline
30% upon submission of initial assessment report
30% upon submission of final assessment report
30% upon submission of consolidated report and way forward (including substantiated recommendations)