The Wafaqi Mohtasib (Ombudsman) of Pakistan is responsible for receipt and resolution of public complaints against maladministration in any Federal Agency. The Ombudsman office serves the purpose of a key oversight mechanism mandated to fill gaps in the system for protection of individual citizens from injustice emanating from governmental mal-administration. The Office serves as a speedy and informal forum to serve those who have suffered through mal-administration and seek justice.
As an outcome of the functioning of the Ombudsmen offices, globally, the Ombudsmen offices are seen to be assisting the government in improving the governance level of public service provision. The interlinkage between the Ombudsmen offices and democratic and responsive governance is being widely emphasized the world over. On similar lines, the Federal Ombudsman Office, of late, has been striving to further strengthen its role and performance as an oversight mechanism. This involved introduction of new strategies, policy innovations and change management practices. One such innovation is the initiation of a project in collaboration with UNDP, ‘Strengthening Public Grievance Redress Mechanisms’, (SPGRM). 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 intended result areas in the operationalization of the project objectives is the strengthening of the Ombudsman office. This requires introduction of change management and business process reengineering initiatives within the functioning of the WMS. One such planned innovation is ‘continuous improvement benchmarking’ (CIB), an integrated quality management tool based on the systems development approach. This method sets standards as a basis of improvement. The project aims to pilot the CIB concept with the WMS.
Continuous Improvement Benchmarking (CIB) is a combination of two powerful techniques to achieve organizational change—through systems improvement and benchmarking. Continuous improvement is a systematic method to enhance service delivery in terms of access, timeliness, quality, cost, community satisfaction and affordability. Benchmarking compares services with other stakeholders and obtains information on best practices in service delivery, to raise service standards.
The WMS has identified the CIB as a key instrument for introducing and internalizing better practices for service delivery and hopes that the use of the CIB will ensure that capacity, resources and people are managed to deliver more efficient and equitable services to the public. By establishing benchmarks for service standards and by consistently monitoring their compliance and implementation, the WMS believes it can raise its overall institutional performance.
As a first measure, the WMS has instituted standards for performance of the investigating officers and the Registrar’s office; the introduction of the CIB will build on these efforts as well as enable the setting and enforcement of standards and benchmarks across all operational and managerial tiers, with Key Performance Indicators for performance assessment, focusing on outputs and outcomes rather than the traditional input and process based modes of assessment.
Objectives of the CIB exercise
- Assessment of deployment of Continuous Improvement Benchmarking (CIB) instruments for periodic and systematic analysis of institutional performance of WMS
- Selection of two operational areas of the WMS (in consultation with the PMU) for defining the scope of the pilot CIB exercise
- Introduction of standards and benchmarks across operational and managerial tiers alongwith Key Performance Indicators (KPI)
- Establishing a performance assessment system focusing on outputs and outcomes (rather than the traditional input and process based modes of assessment)
- Preparing the CIB learning tool kits
- Updating and strengthening the CIB tool kit based on feedback and inputs from different stakeholders;
- Ensuring that the training and support includes guidance on how service delivery improvements, particularly for the poor and marginalized persons, can result from the practical application of the CIB tool kit;
- Providing guidance on the establishment of systems and processes for improving and tracking service delivery performance;
Results and Deliverables
- Full scale implementation of CIB systems in two identified functional areas of the WMS (inclusive of designed modules, trainings and CIB systems development)
- Based on the results of the pilot exercise, recommendations for further deployment of CIB techniques in other functional areas of the WMS (inclusive of a cost effectiveness analysis)
The CIB consultant (after getting an orientation from the PMU) will initiate the scoping exercise for the CIB focus. The framework for this exercise will be based on the expertise of the consultant with regards to governance issues, institutional strengthening and capacity building institutional initiatives, Business Process Reengineering and quality management imperatives for improved implementation effectiveness. The consultant will develop an assessment work plan and checklists together with the UNDP project team before starting the CIB implementation process. The consultant will be coordinating with the members of the WMS and interact with related stakeholders/personnel (across horizontal and vertical hierarchies), review systems and recorded information regarding the implementation processes.
The consultant is expected to employ participatory observation basics to undertake the assignment.
This consultancy will be carried out by an international 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 quality management based exercises is a must.
- At least 5 years of working on institutional strengthening and systems improvement exercises
- Preference will be given to candidates who can demonstrate knowledge of public administration issues, governance reforms, CIB pedagogies etc
- 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 submission of workplan and outline
30% upon submission of initial reports of objectives achievement
30% upon submission of final report of objectives achievement
30% upon submission of consolidated report and way forward (including substantiated recommendations)
The consultant is expected to use his/her own computing equipment during the assignment.
Approximate Duration is 12-14 weeks