Assessment of the Complaint Mechanism in Hebron Municipality
Terms-of-References (ToR) for an Assessment of the Complaint Mechanism in Hebron Municipality
Basic information:
Project Name: "Women and Youth Transforming Local Public Services in Hebron"
Location: Palestine - Hebron with regular travels to Ramallah
Project Funded by: European Commission
Entity Responsible for Execution and this contract: The Palestinian Information Technologies Association (PITA)
Implementing Partners: Alianza por la Solidaridad (Alianza) member of ActionAid
Goal of this contract: The purpose of this consultancy is to conduct an assessment of the current management of the complaint mechanism in Hebron Municipality to understand the current system to respond to the complains received, review the flowchart, and assess the gaps and identify those areas that need strengthening or further development.
Duration of this contract: It is expected that the selected consultant will provide all the needed support in a span of 20 Working Days.
Brief Information on the Project:
The overall objective of the project is to strengthen the role of vulnerable groups as actors for change in local development processes for a more equal, open, and democratic society in Palestine. The specific objective of the project is to build the capacity of a range of CBOs and CSOs in Hebron for them to contribute meaningfully and to be more accessible and responsive to women and youth’s needs and interests in public services.
Consultancy Goals:
Hebron Municipality offers different services through the different divisions within the municipality as well as extended centres, facilities and public parks run by municipality staff. The citizen service centre is a one stop shop where citizens approach it for service requests, complaints, follow up and other needs. Those requests are channelled within the different departments to be addressed by the designated departments and staff, and for the purposes of upgrading the services, the municipality introduced the e-gate, where different services have been pinned for access of the citizens, and the services’ complaint and feedback mechanism are centrally connected to the same system of the citizen service centre, thus going through the same procedure. One of the project’s proposed outcomes is to assess the current management of the complaint mechanism in the Municipality and such assessment will be conducted with a participatory methodology.
Specific Objectives:
The goal of this consultancy is to assess the critical elements within the current complaint mechanism that is being followed inside Hebron Municipality and its implementation by the staff. The consultant will assess the management of this mechanism and identify those areas that need strengthening or further development.
Application Submission and Deadline:
Interested applicants must send the technical and financial proposal (in English) by e- mail to [email protected] no later than Wednesday, 5th of January 2021 at 11:00 PM local time in Palestine and include the “Assessment of the Complaint Mechanism in Hebron Municipality” in the subject line and cover letter.
For those who are interested, kindly download the following: Tender Document
