Design of an Integrated Service Delivery Center (ISC) In Prishtina: Functional Design

The World Bank

Design of an Integrated Service Delivery Center (ISC) In Prishtina: Functional Design

  • ISSUE DATE AND TIME: Feb 08,2024 20:23
  • CLOSING DATE AND TIME: Feb 29,2024 23:59

The World Bank is inviting consulting firms to submit Expressions of Interest for the preparation of a detailed design of an Integrated Service Center (ISC) to be established in a government building in Prishtina. The primary goal of this ISC is to enhance public service delivery by bridging gaps between the government and the people; complementing the ongoing government effort on the launch of the eKosova platform.We are seeking a team of qualified experts with a demonstrated track record in performing the tasks described in the ToR. References and example of previous work are required and should be included in the proposal.Currently; the Government of Kosovo (GoK) and the World Bank team are preparing for the implementation of a new GovTech project called “Strengthening Digital Governance for Service Delivery (P178162)”. This project aims to improve the quality of; and user access to selected public administrative services. It builds upon the World Bank’s recent advisory support to digital governance and service delivery; as well as the advancements in connectivity under the Kosovo Digital Economy (KODE) project.The design of the ISC is going to be conducted through two parallel assignments. In this functional design assignment; the Consultants are tasked with supporting the GoK to develop a functional design for the ISC in Prishtina. This includes reviewing global best practices; performing a comprehensive feasibility study; proposing the ISC's functional design; and drafting a project plan for the establishment of the ISC. The functional design will detail service delivery processes; staff roles; necessary technology and systems; and how services will flow within the ISC; ensuring operational efficiency; accessibility; and inclusivity.Procurement type: CompetitiveCategory: Contract consultants or FirmMaterial group: Professional ServiceProcurement method: RFPCapabilities:Experience: A track record in functional design of digital governance systems and public service delivery; emphasizing operational efficiency and effectiveness.Expertise: Skills in analyzing and integrating complex service delivery processes; with innovation in functional design and technology integration.Legal Compliance: Adherence to Kosovo's regulations relevant to digital systems and public service operations.Team Composition: A team including a Project Manager; a Public Administration Expert; an Economist/ Business Management Specialist; and an ICT Infrastructure Expert; all with pertinent experience. Language Proficiency: English fluency for clear communication and project documentation.

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