GIZ Rwanda,Consultant to update the local government service charters and harmonise them with irembo online services

The Government of Rwanda (GoR) addresses the delivery of public services for the well-being of its citizens in its major policies (7YGP-NST1). Service delivery stands out in NST1 as a priority area under the pillar of good governance. It is one of the key drivers for the achievement of the country’s set develo
pment goals.
Service delivery is meaningful when beneficiaries of the services have an opportunity to provide feedback on the quality and satisfaction levels of the services delivered. To support Local Governments (LG) in continuously improving their quality of service delivery, MINALOC developed Standard Service Charters in 2012.  In 2013 the process to review them started and the new updated service charters were developed and approved by MINALOC in 2015 under the support of Decentralization and Good Governance (DGG) program of GIZ.
The Government of Rwanda in 2014, adopted a system of using ICT in providing services including services delivered by Local Government using a platform known as Irembo which is an e-Government portal that enables the access and provision of government services in Rwanda and designed to improve the citizen’s way of life by making government services easily accessible, faster and less costly.
In the course of implementation of the Service Charters, it was observed that the requirements, cost and time for getting the related services have changed significantly due to the introduction and use of Irembo online services.  It was further observed that there are new online services that were put on the online portal which are not part of the existing service charters.  This shows that some services on the service charters are out of date and do not fully comply with the services that are delivered via Irembo platform. This justifies the need to update the current service charters and harmonize them with the IREMBO portal.
The overall objective of the envisaged activities is to produce an updated service charters at the Districts, Sector and Cell levels that are streamlined with Irembo Online Services taking into consideration the urban, secondary city and rural nature of the administrative entity.
The assignment will focus on updating and harmonization of local Government service charters that were elaborated in 2014 with Irembo services online and it will further deal with service charters for Cells, Sector and District by considering rural, urban and secondary areas).
4.    TASKS
  • Analyse the existing charters and services on Irembo to identify:
    • services that are not uploaded on Irembo online and versa and those that are no longer on demand
    • Services posted on Irembo but not found on service charters
  • Update the Local government services charters
  • Harmonise the updated services with the ones posted online
  • Hold consultative meetings with key stakeholders (GIZ, Rwanda Online, MINALOC, RGB, RALGA, Districts and other institutions having a stake in service provision in local level);
  • Review of existing service charter materials;
  • Explore online options for easier access, maintenance and dissemination including use of toll free line for information and feedback
  • Work closely and hold consultative meetings with the leadership of Rwanda Online, MINALOC, GIZ and Local Governments to agree on transferring the harmonised charters to Irembo
The execution of this assignment will be done, to the extent possible, in a highly participatory manner. This will enable relevant stakeholders to actively engage with the exercise process, and eventually reach much more reliable findings.
The methodology should include, but not limited to the following:
  • Desk review of relevant documents including: the existing LG services charters report on the development of standard service charters, Service delivery/charters assessment/monitoring reports, etc);
  • Conduct interviews and consultation meetings with Central and LG Government level,
It is however the responsibility of the consultant to propose and submit, for approval purposes, to the client a detailed methodology including defining  scientifically acceptable and valid techniques.
A short analysis and identification of services that are on service charters, but not displayed on Irembo vice versa
Develop soft versions of the updated service charters for three types of Districts (Rural, Secondary Cities and Urban), Sector and Cell that can be displayed for public information; They should include the following parameters;
  • Eligibility;
  • Staff in charge;
  • Requirements;
  • Costs (Fixed Cost, Variable Costs, Direct and Indirect Costs) for the provided services;
  • Feedback period;
  • Vertical/horizontal linkages of services;
  •  Feedback mechanism;
  • Comprehensive dissemination and monitoring plans for MINALOC are elaborated.
  • Inception report including a methodology and a detailed work plan to be submitted 3 working days after signing the contract;
  • Draft revised standard service charters;
  • Final version of updated standard service charters in soft version;
  • User friendly short versions of the service charters (eg. Booklet) to be used by public servants and citizens in both English and Kinyarwanda;
  • Development of poster format overviews of services offered in the service charter to better inform citizens in Kinyarwanda;
  • Explore options of developing a mobile application of the services offered in the service charter to be used by both service providers and seekers;
  • Power point presentation on the updated and harmonized LG service charters for each type of LG for training purposes (Rural, urban and Secondary cities);
  • Final report including a final version of all outputs after incorporating the inputs from the client side.
All deliverables shall first be delivered to MINALOC for review and quality assurance through the Joint Technical Working Group (MINALOC, RGB & GIZ) before they can be submitted to GIZ for final approval and payments.
MINALOC will officially transmit all approved deliverables and attached invoices to GIZ for review and payment.
The consultancy will take 18 man days. Below is the breakdown of the 18 man days;
  • 5 days for desk review (hard, soft, online & offline sources) and developing an inception report;
  • 6 days up country to have consultations with local Government (1 district from each Province =4 Districts: each District the consultant will meet focus group composed of 2 persons from :2 Sectors ,2 Cells, 2 from the hosting District, CSO intervening in Service Delivery and opinion leaders (including women, PWD &Youth);
  • 4-days compiling and analysing information from the field;
  • 1 day’ stakeholder discussions (MINALOC, Rwanda online/Irembo & GIZ);
  • 2-day finalising, harmonising and integrating feedback from stakeholders.
Report weekly to the Permanent Secretary of MINALOC and copy to the joint technical working group consisting of representatives of MINALOC, RGB and GIZ under the leadership of the Director General of Territorial Administration and Governance.
10.    PROFILE (Qualifications)

  • At least 5 years of relevant experience in capacity development, sector decentralization, preferably in the Public Sector;
  • Master’s degree in Social Sciences, Public Policy, Political Science, Public Administration, Law and Development Studies or in other area relevant to the assignment.
  • Experience in working with central and local government institutions within the Rwandan decentralization context;
  • Proven knowledge of analysis of the existing system including policies, strategies and plans related to decentralization
  • Proven experience in conducting research, assessments, reviews, and analyses;
  • Knowledge of the Rwandan public sector context and proven ability to capture relevant information;
  • In-depth knowledge of the current legal and policy framework for decentralized administrative entities, sector decentralization and service delivery is highly desirable;
  • In-depth knowledge of the contents and elaboration process of local government service charters is considered an asset;
  • Capacity to work independently, within tight deadlines and take initiative;
  • Coordination, planning and organizational skills;
  • Collaboration and team working skills;
  • Effective communication skills;
  • Administrative skills; Time management skills;
  • Strong interpersonal, communication, facilitation and reporting skills;
  • Proficiency in both written and oral English and Kinyarwanda is required.
The consultant candidate should submit the following documents:
  • A Cover letter showing expression of interest
  • Technical offer, including an outline of the intended methodology and a timeframe
  • Financial offer
  • Detailed CV
  • Educational qualifications (copies of diploma, certificates, etc….)
  • Proof of successful completion of related assignments, tax clearance certificate.
Please send your applications (technical offer and financial offer) in separated & sealed envelopes Until 02 March 2018 at 16h00
GIZ Country Office Rwanda
KN 41 Str. / Nr.17, Kiyovu
NB: the financial offer must be in RWF and prices must be taxes excluded
For any question , send your email to : 
The funds will be provided by the German Development Cooperation (GIZ).
Done at Kigali
Permanent Secretary/MINALOC