Human-Centered Design (HCD) Consultant

About PITA:

The Palestinian Information Technology Association of Companies represents more than 180 major ICT companies in Palestine’s emerging technology and start-up ecosystem. PITA has become the driving force in advancing the ICT sector’s interest, and the leading information source about this sector in Palestine.

Based in Ramallah and Gaza, PITA was founded in 1999 by a group of Palestinian entrepreneurs with the vision of creating a non-profit organization to advance the interests and positive societal impact of Palestine’s Information and Communication Technology (ICT) Sector.

Problem statement

Both at the national and municipal levels of government in the Palestinian Territories, the potential of information and communications technology (ICT) to improve the efficiency and equity of public service delivery has been acknowledged. The Strategic Framework for Transformation into e-Municipalities, created by the Ministry of Local Government in 2018, is a comprehensive plan for the digitalization of municipal services. Additionally, numerous local constituencies have undergone varying degrees of digital transformation with corresponding varying degrees of success.

There are three major kinds of obstacles to the success of the digital transformation at the municipal level in the Palestinian Territories. First, there haven't been enough citizen-centered approaches to service (re)design, leading to the digitalization of existing services without adequate consideration of citizens' needs and abilities. Secondly, traditionally marginalized groups including women, youth, and persons with disabilities were not involved in the process, or their involvement would mainly consist of alerting residents about and getting their approval for changes that were predetermined. Additionally, there is a dearth of technical expertise and knowledge of the advantages of digitization for both staff and citizens among municipal employees.

Project Background

The primary goal of “The Innovative Citizen Participation” project is to support the 12 Palestinian municipalities and 4 youth cooperatives implement an inclusive, innovative, and citizen-centered digital transformation by leveraging opportunities for citizen engagement and member problem-solving. Through the development and piloting of 40 digital participation formats & services designed with citizens.

This objective shall be achieved by enabling selected professionals from the municipalities & youth cooperatives to implement human-centered design (HCD) principles and approaches in their assessment of the capabilities/ needs of their municipalities & cooperatives and identifying challenges that need to be resolved in regards to citizen participation. The identified issues and/or challenges will be addressed by PITA, by developing inclusive digital solutions to support municipality & youth cooperatives’ services and public participation formats, by utilizing existing GIS capabilities in the country.

 Scope of work

The digital solutions developed within the framework of this project aim to address diverse challenges faced by municipalities/ youth cooperatives, elevating their efficiency and effectiveness. PITA has conducted a 20-hour Human-Centered Design (HCD) capacity training for said municipalities and youth cooperatives, resulting in the identification of 40 innovative, user-centric solutions tailored to tackle specific challenges within these entities.

To ensure the seamless integration and success of these digital solutions within municipalities/ youth cooperatives, PITA is seeking a Human-Centered Design Consultant. This consultant will oversee the design, development, and implementation phases, ensuring strict adherence to HCD principles.

Responsibilities:

Over a 3-month timeline, the selected consultant will undertake the following responsibilities:

• Facilitate Collaborative Sessions:

1. Initiate and lead collaborative sessions between municipal/youth cooperative staff and the IT companies responsible for digital solution development.
2. Ensure active and meaningful participation, fostering an environment that encourages dialogue and idea exchange.

• Integrate HCD Principles:

1. Provide expertise in aligning and drafting comprehensive TORs with HCD principles to guide the selection of appropriate contractors for the development of digital participation formats.
2. Collaborate closely with selected IT development team to seamlessly integrate HCD principles into the technical aspects of solution implementation.
3. Bridge the gap between user-centric design and technical implementation, maintaining a balance between functionality and user experience.

• Monitor Development Process:

1. Regularly monitor the development stages to ensure alignment with user requirements and HCD principles.
2. Provide guidance and oversight to maintain the integrity of the design throughout the development phase.

• Oversee Solution Rollout:

1. Supervise the rollout of digital solutions in municipalities and youth cooperatives, offering support for user training and onboarding activities.
2. Address any challenges or concerns that may arise during the implementation phase.

• Recommendations for Continuous Improvement:

1. Establish mechanisms for collecting feedback from end-user’s post-implementation to assess the effectiveness of the solutions.
2. Based on user feedback and evolving needs, make recommendations for continuous improvement to enhance the functionality and relevance of the digital solutions.
3. Collaborate with stakeholders to implement recommended improvements and iterate on the solutions as necessary.

Reporting:

The consultant will be required to provide regular progress reports to the Project Manager, detailing activities undertaken, challenges faced, and recommendations for improvement. A final comprehensive report summarizing the entire consultation period should be submitted at the end of the engagement.

Duration and Location:

The assignment shall start on 01 February, and ends on 30 April 2024. The activities will be conducted in collaboration with the 12 municipalities, 4 youth cooperatives, and IT development teams, ensuring the effective implementation of Human-Centered Design principles throughout the project.

Guidelines and Selection Criteria

In undertaking this assignment, the expert needs consider submitting:

• Technical proposal (70%) covering the following items:
• Individual CV/ company portfolio, showcasing previous relevant experience in leading human-centered design projects, preferably in the context of digital solutions.
• Strong facilitation and communication skills.
• Familiarity with project management methodologies.
• A track record of successful implementation of user-centered digital solutions.
• Financial proposal (30%), including proposed budget - The price quotation should be in Euro excluding VAT.

Please note that the price offer shall be submitted in:

1. English language.
2. The Price must be in Euro excluding income Tax– and PITA is not responsible for any currency differences.
3. The price offer must be valid for a period of 9 months.
4. PITA has the right to withdraw or cancel the solicitation, without incurring any costs and without any justifications.
5. The consultant to whom the quotation is awarded bears all responsibility in the case that they submit a quotation and is unable to submit any of the reinforcements necessary for the payment.
6. The payment with the selected consultant will be made after signing the contract, completing the required service by submitting the work completion report, and providing the financial payment request, 10% of the total amount will be deducted as income tax to be submitted to the Ministry of Finance.
7. PITA reserves the right to reject any offer without stating the reasons and to solicit offers from abroad in the case of rejection of the submitted offers and in case of violation and non-compliance with the required specifications.
8. The amount due to the supplier shall be paid by Checks or bank transfer from the bank account of the project, after submitting the necessary.
9. PITA is not obligated to the lowest prices without giving reasons, and it is also entitled to split or cancel without giving reasons, Therefore, the offers will be evaluated from a technical and financial point.
10. Any clause or any of the general conditions relating to PITA that have been inadvertently omitted and is not mentioned within these Terms of Reference, is subject to PITA internal standard procedures or the Palestinian Procurement and Supplies Law or any financial procedures related to that.
11. Please stamp and sign all pages of the quotation.

Application Submission and Deadline

Interested applicants must submit their proposal in a sealed envelope based on the instructions provided in the “Guidelines and Selection Criteria” section, no later than 16 Jan 2024, to the following address:

Ramallah - Ougarit Bldg. – 4th Fl., Al-Irsal

Please include “Human-Centered Design Consultant - Name of Applicant” in the subject line.

If you have any further inquiries, please contact the following number: +970 2 297 1990