Development of a Manual on Service Delivery Standards

Invitation for Development of a Manual on Service Delivery Standards

Background

Professional Alliance for Development/PADet is an indigenous, non-partisan, non-governmental organization established in 1998 with the main objectives of improving the situation of poor and vulnerable children, youth, and women through implementing programs of Food Security and Livelihood, Peace Building, RH/HIV/AIDS, Social Accountability, Gender Equality and Women Empowerment and Child Protection/Development. The organization has several programs in Oromia, Amhara and Afar regions and in Addis Ababa city administration.

Professional Alliance for Development (PADet), with financial and technical support from the United Nations Development Programme (UNDP) is implementing the project “Future Smart: Transforming the Public Sector for Better Child Protection and Development” in Adds Ababa City Administration, Bole Sub City of Bole woreda 7. The project aims to strengthen responsiveness, efficiency, and accountability of local government institutions in delivering inclusive, equitable, and rights-based public services.

OBJECTIVES OF THE SERVICE / WORK

The overall objective is to develop a standard, practical, and user-friendly Service Delivery Standards Manual that provides clear procedures, roles, quality benchmarks, and performance indicators to enhance inclusive, efficient, and accountable public service provision.

Refer to the full TOR [ https://shorturl.at/bHDjj]

Requirements

The service provider will be required to have the following:

For Individual Consultant

• Advanced degree (Master’s or above) in Public Administration, Governance, Social Development, Disability Inclusion, or related field.
• Minimum 7 years of proven experience in public sector reform, local governance, institutional capacity building, or service delivery improvement.
• Demonstrated experience in developing manuals, SOPs, guidelines, or toolkits for public institutions.
• Strong understanding of gender equality, child protection, disability inclusion, and rights-based programming.
• Excellent facilitation, analytical, and communication skills in English; Amharic proficiency required.

For Consulting Firms

• Valid business license and TIN/VAT registration.
• Team composed of at least:
  • Team Lead
  • Disability inclusion specialist
  • Gender equality/child protection expert
  • Documentation and design specialist
• CVs of proposed experts (for firms: CVs of all team members)
• Technical proposal outlining understanding of assignment and methodology.
• Financial and technical proposal in a separate document.
• At least two samples of similar manuals, guidelines, or capacity-building documents previously developed
• Extensive experience in in public sector reform, local governance, institutional capacity building, or service delivery improvement for organizations with the aim of reaching both local and international audiences
• Experience in working with CSOs’ agencies and other international organizations
• Excellent experience in editorial and producing quality manuals