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Objectives of the assignment
DIA Support Project is supporting MDT and the Ministry of social policy of Ukraine in launch of two groups of services in the end of November 2021:
- Social services:
- Allocation of housing subsidy
- Pension services:
- Allocation of pension
- Recalculation of pension
- Obtaining data from Insured person registry
To implement high quality e-services with positive user feedback and good successful use statistics it is necessary to organize high quality support for service implementation. MDT is organizing first and second line of e-services users support and trying to automate user support procedure by creating “frequently asked questions” lists for e-services, introducing chat-bots with automatic answers and online consultations for most common question. But to achieve good results for user satisfaction and successful/refused applications ratio, a constant monitoring and support with complex questions is required. To implement such monitoring and support UNDP DIA Support Project is looking for consultant for a 12-month assignment.
The main objective of the assignment is to monitor use of pension e-service on the “Diia.gov.ua” portal, solve complex support questions, propose and implement ideas for service improvement.
Scope of services
It is expected that the Consultant will engage in the following types of activities:
- Daily monitor and analyse e-service use statistics and feedback statistics.
- Investigate all unsuccessful applications to determine reason for refusal or technical problems that caused it. Work with software developers to solve technical problems that were found, work with service provider to solve organizational and procedural problems if they were found.
- Investigate feedback propositions from users and propose service improvements.
- Receive from MDT support team and answer complex support questions that need investigation.
- Update knowledge base of MDT support team with gathered information on new types of problems or questions and answers for them.
- Communicate with service providers to improve application processing and minimize illegal refusal for applications.
As a result, each month a Report on service use analysis and actions taken has to be created containing:
- Service use and feedback statistics for previous month;
- A list of proposed software updates for service improvement with implementation status;
- A list of organizational actions taken to Improve service quality
- Measurable outputs of the work assignment/deliverables
Deliverable 1-12 should be submitted after each month of activities and include:
- Report on service use analysis and actions taken for previous month.
Deliverable 12 should be submitted after last month of activities and include:
- Report on service use analysis and actions taken for previous month.
- Final report with statistics date over a year.
Management arrangements
The Consultant will be primarily responsible for achieving the objectives of the assignment. The Consultant will report to the Diia Support Project Manager and will work closely with Diia Support Project Senior IT Specialist, MDT and “Diia” SOE representatives.
The Consultant will be responsible for all personal administrative expenses associated with the assignment. In case any public events are planned jointly by the Consultant and UNDP as part of the present assignment, the Consultant will not be responsible for logistics of events. UNDP will cover the conference costs (including possible printing, food, accommodation and etc.) on its own.
Monitoring requirements / Terms of payment
The Consultant will work under the overall supervision of the Project Manager and will work closely with Diia support senior IT specialist. The Consultant will interact with UNDP and MDT/”Diia” SOE to receive any clarifications and guidance that may be needed. The Consultant will duly inform UNDP of any problems, issues or delays arising in the course of implementation of the assignment and take necessary steps to address them.
UNDP will be the final authority to control the quality and evaluate the work. The satisfactory completion of each of the deliverables shall be subject to the endorsement of the Project Manager. Each deliverable will be delivered in a draft for comments and feedback before finalisation. No reports or documents should be published or distributed to third parties without the approval of UNDP.
All reports and results are to be submitted to the UNDP in electronic form (*.docx, *.xlsx, *.pptx, and *.pdf or other formats accepted by UNDP). The language of the materials and reports is Ukrainian.
UNDP will provide payment upon provision of each deliverable duly certified by UNDP in accordance with the schedule below:
Deliverable 1-11. – 8%
Deliverable 12. – 12%