United Nations Development Programme (UNDP)

National Consultant (Call Center Management Expert)

United Nations Development Programme (UNDP)

Job Description

  The Aspire to Innovate (a2i) Programme builds on the Government of Bangladesh’s efforts to introduce a citizen-centric culture of innovation in civil service to improve service delivery and make services more inclusive, affordable, reliable and easier to access. This project will provide support to establish institutional mechanisms and improve accountability to accelerate SDG achievements in Bangladesh.

This project will have three components:
  • Institutionalizing Public Service Innovation and Improving Accountability
  • Catalyzing Digital Financial Services and Fintech Innovations
  • Incubating Private Sector-enabled Public Service Innovation
‘Aspire to Innovate (a2i) Programme’ is looking to recruit a National Consultant- Call Center Management Expert, who will assist to ensure smooth operation of 333 system for different e-Services and to provide guidance to scale up the solution features.

The project is funded by the Government of Bangladesh, UNDP and other development partners, and is implemented by ICT Division and Cabinet Division.

Objectives: The overall objective of the assignment will be the following:
  1. Provide guidance for smooth Operation of national hotline 333
  2. Partnership management and evaluation for performance of service delivery from 333
  3. Performance monitoring of the agents and technology platforms in 333
  4. Identify potential features of 333 and develop sustainable operation monitoring mechanism for 333 system.
  5. Provide assistance to ensure necessary Capacity Development training/workshops for the implementation of 333 service delivery ecosystem
  6. Provide expertise to ensure end-user support during and after the implementation of 333 system.
  7. Developing SoP for the services to be integrated to 333, in Coordination with Subject Matter Experts and other relevant teams or stakeholders.

Duties and Responsibilities

The assignment will focus on the following areas and activities:

  • Provide strategies plan and Partnership Management for smooth operation.

    • Partnership Management with stakeholders
    • Define challenges of operation and suggest possible solution
    • Prepare a operation plan and scope matrix
    • Provide subject-matter expertise knowledge for the enhancement of 333.
    • Evaluation and Monitoring the performance
    • HR Management and Monitoring plan for service assurance from 333
  • Provide expertise to ensure the smooth operation of 333 with continuous support and monitoring

    • Study present operational guideline and identify the challenges
    • Prepare new operational guideline focusing the way forward for the challenges
    • Prepare SOP and implement that for monitoring
    • Prepare a guideline for support
    • Study and examine the end users’ requirements and take initiatives for solution on the basis of that.
    • Work closely with the technology vendors and Subject Matter Experts to ensure proper technology and Change Management in place to ensure expected service delivery from 333
    • Work closely with the Govt agencies and Subject Matter Expert and a2i Teams identify feasible services to be integrated to 333 and ensure necessary technology solution to be incorporate.
    • Prepare plan and take necessary steps to execute that plan in terms of budget, management and operational activity of 333
  • Provide guidance and expertise to organize workshop with the relevant stakeholders for getting their suggestions/opinions for the upgradation the existing solutions.

    • Prepare Workshop Plans and proposed expected participants
    • Prepare expected outcomes of workshops
    • Develop implementation plan of workshop outputs
  • Design to perform the Regular Operational guideline.

    • Develop Operational Plan and SOPs for services to be integrated.
    • Execute complain management and collect Users Feedback
    • Prepare Implementation plan for Feedback
    • Provide necessary requirements to vendor and coordinate with project’s Technology and operation team.
  • Assist to develop ToRs.

    • Provide features upgradation and Integration plan
    • Prepare SOP for end users
    • Prepare Training Plan for Trainers, Admins and End Used
    • Provide guideline to ensure support service based on a well-defined SOP.
Supervision and Performance Evaluation:

The National Consultant- Call Center Management Expert will be working with the Chief Technology Officer, Aspire to Innovate (a2i) Programme; who will be responsible for reviewing the performance and approve the deliverables.

Timeframe and deadlines:

The assignment will be for 220 working days within 11 months.

Reporting authority:

The activities of National Consultant- Call Center Management Expert will be regularly monitored by the Chief Technology Officer of Aspire to Innovate (a2i) Programme.

Timeframe and deadlines:

Submitted a report of Inception by analyzing the Stakeholders and Scope of work 20 days Submitted a report on the operational planning and monthly activity of  333 20 days Submitted a report on Maintenance guideline, SOP and monthly activity report 20 days Organized 4 Workshop with stakeholders and Submitted a report on Workshop Outcomes and monthly activity report 20 days Submitted a detail Complain Management Model and monthly activity report 20 days Submission of an Integration model of User feedback and a Monthly activity report 20 days Submitted a report on the Process of Updating the Features and monthly activity report 20 days Submitted a detail report of Completed Integration with Challenges, Gap and future development scope and monthly activity report 20 days Submitted a Training Manual and Training Guideline and monthly activity report 20 days Conduct 4 Training Sessions with Trainer of Training and Workshop on Post Integration Feedback and monthly activity report 20 days Submitted a Task Completion Report based on Stakeholder Feedback and a Guideline of way to improve.

20 days Competencies

Corporate Competencies:

  • Demonstrates commitment to UNDP’s mission, vision and values;
  • Knowledge in working with governance issues will be get advantages;
  • Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability;
  • Familiar with and shares the vision of Human Development as laid out in the flagship HDR series.
Functional Competencies:

  • Encourages Knowledge Sharing and Learning;
  • Disseminates specialized knowledge and experience;
  • Actively works towards continuing personal learning and development in one or more Practice Areas, acts on learning plan and applies newly acquired skills.
  • Advanced English writing skills.
  • Presentation Skills.
Development and Operational Effectiveness:

  • Ability to perform a variety of standard specialized and non-specialized tasks and work processes that are fully documented, researched, recorded and reported;
  • Ability to review a variety of data, identify and adjust discrepancies, identify and resolve operational problems;
  • Ability to perform work of a confidential nature and handle a large volume of work;
  • Ability to provide input to business process re-engineering, implementation of the new system.
Leadership and Self-Management:

  • Focuses on result for the client;
  • Has demonstrable leadership skill;
  • Consistently approaches work with energy and a positive, constructive attitude;
  • Remains calm, in control and good humored even under pressure;
  • Demonstrates openness to change;
  • Responds positively to feedback and differing points of view.

Required Skills and Experience

Academic Qualifications:

  • Minimum of Bachelor’s degree in IT/CSE/EEE/Business Administration or any other ICT related subjects.
Experience:

  •  At least 07 years work experience in the field of Call Center based Customer Support and technology management.
  • Hands on experience in IVR Management, IPTSP, Call Center Agent Management/contact center service  management/partnership management.
  • Experience in organizing training/workshop/sessions.
Cumulative Analysis

When using this weighted scoring method, the award of the contract should be made to the individual Consultant whose offer has been evaluated and determined as: a) responsive/compliant/acceptable, and b) Having received the highest score out of a pre-determined set of weighted technical and financial criteria specific to the solicitation.

  • Technical Criteria weight: 70%
  • Financial Criteria weight: 30%
Only candidates obtaining a minimum of 70% point in technical criteria would be considered for the Financial Evaluation.

Technical Evaluation Criteria

  • Education Qualification (10 Marks)
  • Work experience in IVR Management, IPTSP(20 Marks)
  • Experience in Contact Center Service Management. (25 Marks)
  • Experience in organizing training/workshop/sessions. (10 Marks)
  • Experience in Partnership Management (5 Marks)
Financial Evaluation (Total 30 marks) All technical qualified proposals will be scored out 30 based on the formula provided below. The maximum points (30) will be assigned to the lowest financial proposal. All other proposals received points according to the following formula: p = y (µ/z) where:
  • p = points for the financial proposal being evaluated;
  • y = maximum number of points for the financial proposal;
  • µ = price of the lowest priced proposal;
  • z = price of the proposal being evaluated.
The financial proposal shall specify a total lump sum amount, and payment terms around specific and measurable (qualitative and quantitative) deliverables (i.e. whether payments fall in installments or upon completion of the entire contract). Payments are based upon output, i.e. upon delivery of the services specified in the TOR. In order to assist the requesting unit in the comparison of financial proposals, the financial proposal will include a breakdown of this lump sum amount (including travel, per diems, and number of anticipated working days).

Financial Milestone Submitted a report of Inception by analyzing the Stakeholders and Scope of work 9% Submitted a report on the operational planning and monthly activity of  333 9% Submitted a report on Maintenance guideline, SOP and monthly activity report 9% Organized 4 Workshop with stakeholders and Submitted a report on Workshop Outcomes and monthly activity report 9% Submitted a detail Complain Management Model and monthly activity report 9% Submission of an Integration model of User feedback and a Monthly activity report 9% Submitted a report on the Process of Updating the Features and monthly activity report 9% Submitted a detail report of Completed Integration with Challenges, Gap and future development scope and monthly activity report 9% Submitted a Training Manual and Training Guideline and monthly activity report 9% Conduct 4 Training Sessions with Trainer of Training and Workshop on Post Integration Feedback and monthly activity report 9% Submitted a Task Completion Report based on Stakeholder Feedback and a Guideline of way to improve.

10% DOCUMENTS TO BE INCLUDED WHEN SUBMITTING THE PROPOSALS Interested individual consultants must submit the following documents/information to demonstrate their qualifications: Proposal

  • Duly accomplished Letter of Confirmation of Interest and Availability using the template provided by UNDP;
  • Personal CV, indicating all past experience from similar projects, as well as the contact details (email and telephone number) of the Candidate and at least three (3) professional references;
  • Financial Proposal: Financial Proposal has to be submitted through a standard interest and availability template which can be downloaded from the link below:
http://www.bd.undp.org/content/dam/bangladesh/docs/Jobs/Interest%20and%20Submission%20of%20Financial%20Proposal-Template%20for%20Confirmation.docx Travel:

All envisaged travel costs must be included in the financial proposal. This includes all travel to join duty station/repatriation travel. In general, UNDP should not accept travel costs exceeding those of an economy class ticket. Should the IC wish to travel to a higher class, he/she should do so using their own resources.

In the case of unforeseeable travel, payment of travel costs, including tickets, lodging and terminal expenses should be agreed upon, between the respective business unit and Individual Consultant, prior to travel and will be reimbursed.

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