Consultant to Develop Guideline on Citizen Report Cards

SUPPORT FOR RESPONSIVE ACCOUNTABLE LOCAL GOVERNANCE IN NGHE AN PROVINCE, VIETNAM (RALG) - VIE1505011

DEVELOPMENT OF GUIDELINES ON COLLECTION OF CITIZENS' FEEDBACKS BY USING CITIZEN REPORT CARDS SURVEY

1.    Purpose of the consultation

With an objective of improving the quality of public service delivery of government agencies, the project is looking for a consultant(s) to develop locally contextualized guidelines on Citizen Report Card (CRC) tool. The tool involves collecting and using feedback on public services to bring about improvements in service delivery.

While the tool will provide public agencies with systematic feedback from users of public services so that they can engage more effectively in dialogue with service providers to improve the delivery of public services, it will also measure levels of public awareness on citizens’ rights and responsibilities.

2.    Tasks to be performed:

The consultant(s) is expected to carry out the following specific tasks:

• Assess methods and tools used in Nghe An for collecting citizens’ feedbacks on public service delivery and related current documents, processes and regulations.
• Conduct individual interviews/focus group discussions with the representatives of selected public service delivery agencies (DPI, DONRE and DOJ) and users of public services at local levels (in Cua Lo and Quy Hop districts and two communes/wards in each district) on their views on the use of citizen report cards for collecting the feedbacks from citizen on public service delivery, their needs and expectations of the Guidelines.
• Propose the Guidelines outlines;
• Make a draft Guidelines;
• Consolidate comments of the public agencies and make the final version of the Guidelines;
• Provide instruction training on the tool to the public agencies.

3.    Deliverables

The consultant(s) is expected to submit the following deliverables:

• An inception report (maximum 5 pages) within 3 working days on the methodology, proposed contents of the Guidelines and timeline of the consultancy

• An approved outline of the Guidelines

• The complete guidelines will contain minimum the followings:
  
  • Introduction of the CRC, considering the special context of Nghe An;
  • Defining the scope of the CRC;
  • Designing survey instruments;
  • Preparing for the field survey
  • Carry out the field survey;
  • Data entry, data processing and writing the report
  • Dissemination of findings.

• The Guidelines shall be in the Vietnamese language

• A short summary in English shall be provided (5 pages)

• The handbook shall be delivered in MS Word format, HTML format as well as in .pdf

4.    Required skills and competence

• Advanced degree in journalism, policy communication, communication and public policy, public administrative reform or related field;
• At least 7 years of relevant field-based experience in the fields of state governance and public policy;
• Proven experience in publishing articles with high journalistic standards (at least 5 publications);
• In-depth knowledge and understanding of social audit approach in planning, implementation and monitoring Socio-economic Development Plan;

5.    Duration and timeline of the consultancy  

Timeline for activities

6.    Duty Station

Vinh city and Cua Lo and Quy Hop districts.

7.    Steering

The consultant(s) will coordinate with the Project Coordination Unit, and government agencies involved and other stakeholders to carry out the above tasks under the steering and supervision of the Project Coordination Unit. The PMU assures related departments will make documents in due time available as well as cooperation for interviews and working sessions. The PMU assures that in preparation, all basic documentation shall be available before the consultancy starts. A specific list of documents and key persons shall be drawn up.

Contact

Expressions of Interest, including an achievement-oriented CV and a letter highlighting in particular the required competencies and experiences should be sent directly to the PMU of RALG project in Nghe An province via email: [email protected] by 28th June 2018.