Short-Term Mobile Citizen Complaint Advisor
|تاريخ النشر||٥ سبتمبر ٢٠١٩|
|المكان||العراق - Basra|
|نوع الوظيفة||Full Time|
The main purpose of this scope of work (SoW) is to document lessons learned from the existing Tawasul teams in Babil and Wasit and develop a similar mechanism in Basrah (called Ta’awun). Ta’awun will support Basrah provincial government and civil society representatives to collect complaints in an efficient manner and identify and provide a short-term solution in response to citizen complaints. The Ta’awun activities in Basrah should have a special focus on the most marginalized groups including but not limited to internally displaced persons (IDPs), minorities, and disabled people. The specific objectives are including:
1. Tawasul implemented in Basrah Province under the Ta’awun name.
2. Most marginalized groups (e.g., IDPs, minorities, disabled people) and other citizens in designated areas have a specific avenue to initiate service delivery complaints.
3. Citizen complaints collected by Ta’awun team in cooperation with Basrah PG and are addressed in a timely manner.
4. Resolution shared with citizens utilizing CSO, SAGs, and Social Media outreach.
II. Specific Tasks of the Consultant
The SoW is broken down into five tasks in order for the STTA in the target province to fully understand the level of efforts required for each task. The estimated level of efforts (LoE) in days under each task will be determined along with the human resources needed and other direct implementation expenses, it is expected not to exceed 80 working days. The table below summarize the various sub-tasks for the SoW:
Task 1: Work with Basrah Local Government and CSOs to identify the areas that Ta’awun team will cover.
The STTA shall work with Basrah governor office and his key staff to conduct meetings with CSOs and service delivery departments and directorates in the province to determine areas that Ta’awun team will target, and identify efforts required to support the water supply and the trash collection services. The STTA should utilize effective selection criteria that ensure special focus for working with marginalized communities such as Christians, Sabean Mandaeans, women, vulnerable populations, and IDPs. Deliverables must be submitted in Arabic language.
Task 2: Assist Basrah GO and service providers to respond in more effectively and timely manner to citizen’s complaints.
Building on the approved list of target areas, the STTA shall work with Basrah GO, service providers, and CSOs partners to develop workplan for visiting the targeted areas and communicate with the citizens. The STTA should give special focus for working with marginalized communities such as Christians, Sabean Mandaeans, women, vulnerable populations, and IDPs, prioritize the selected CSOs. Deliverables must be submitted in Arabic and English languages.
Task 3: Work with Basrah GO and CSOs to conduct awareness campaigns to encourage citizens pay water and trash collection fees and ensure equal distribution of resources.
The STTA should work with Basrah GO, CSOs, and service providers to prepare and implement awareness campaigns target change citizens’ behavior toward water conservation, paying water supply fees, proper disposal of trashes, and paying trash collection fees, which in return will increase the local revenues and ensure equal distribution of resources in Basrah province. The STTA should prioritize the selected CSOs and give special focus for working with marginalized communities such as Christians, Sabean Mandaeans, women, vulnerable populations, and IDPs in the targeted areas. Deliverables must be submitted in Arabic and English languages.
Task 4: Assist Basrah provincial government to respond to identified needs of citizens and marginalized communities.
The STTA shall support the implementation of the campaigns to respond to the citizens identified needs and demands, monitoring the implementation, and handing over promotional and awareness material during the campaigns. The STTA shall provide to Basrah GO, CSOs, and the participants in the campaigns the required technical assistance and training sessions needed prior to the implementation of each campaign. The STTA should prioritize the selected CSOs and give special focus for working with marginalized communities such as Christians, Sabean Mandaeans, women, vulnerable populations, and IDPs during the implementation of the campaigns in response to the citizens needs in the targeted areas. Deliverables must be submitted in Arabic and English languages.
Task 5 – Final report – Deliverable must be submitted in English language.
III. Required Deliverables:
Task (1) Work with Najaf local government and CSOs to identify the new areas the Tawasul project will cover.
– Approved list of Ta’awun team members (establishment letter).
– Approved list of selected targeted areas (Ta’awun action plan).
– Government approvals and implementation agreements.
Word document and
Task (2) – Assist the Basrah GO and service providers to respond in more effective and timely manner to citizen’s complaints.
– Pre-visit meeting reports, public forums and women seminars reports, outcomes, findings and recommendations for the selected areas. Word Document.
– List of complaints received, suggestions, and citizens demands. PPT Presentation .
– List of CSOs participating in the activities, attendance sign sheets.
Task (3)- Work with Basrah GO and CSOs Conduct awareness campaigns to encourage citizens pay water and trash collection fees.
– Approved Behavior Change Campaign plan.
– List of promotional materials used in the campaign.
– List of messages to convey to the public.Word Document.
– Campaign implementation agreements and government approvals.
– list of CSOs, SAGs, and other stakeholders participating in the campaigns. PPT Presentation .
– list of CSOs, SAGs, and other stakeholders participating in the campaigns.
Task (4)- Assist Basrah provincial government to respond to identified needs.
– Approved list of government responses to identified needs.
– Awareness campaigns implementation reports.
– Number of promotional materials distributed during the campaigns. Word Document.
– List of CSOs, government, and service providers departments participated in the campaigns. PPT Presentation .
Task (5) – Final Report
Final Report. The final report should outline actions taken, responsiveness of government and the inclusion of marginalized communities. Report should include M&E dtat as well as outcomes of messages used in campaign. Report should be in English. PPT Presentation
IV. Deliverable Timeframe
Applicants are requested to do the following:
1-Click on the below link.
2-Dowenlod the table.
3- Fill the price column.
4-Save and attach the documents with your resume.
• Bachelor’s degree in communication, Law, Engineering or other related disciplines.
• Experience in working with similar activity, with at least 3 years of experience working with CSOs in:
• Design and delivery of training to host government officials.
• GOI system, local governance, and public procurement.
• Have at least three years’ experience with CSOs.
• Have at least three years in designing and implementing outreach campaigns.
• Having experiences in water supply service provision is desirable.
• Having experience in designing and developing promotional materials is desirable.
• Excellent writing and speaking skills in Arabic with Adequate communication skills in English.
VI. General Statement
Under this SoW, IGPA/Takamul project will be responsible to cover all other indirect implementation cost including: Air and ground transportation, lodging, Per-diem, and phone communications.