Tenders Are Invited For Consultancy-Takhateb (Dialogue) Phase 111

Tenders are invited for Consultancy-TAKHATEB (Dialogue) Phase 111. Closing Date: 15 Jan 2025 Position Title: Review, assess and adapt existing guidelines on a new Integrated Complaint Management System (ICMS), The guidelines are expected to provide an integrated way for managing complaints and communications effectively. Location of the association : Diyala, Ninevah and Baghdad governorates **Reporting to:**Designated Oxfam staff **Type of Contract:**Individual Contract Languages requiredEnglish and Arabic **Contract Date(s):**15th January 2025 Duration: 5 months. Background: Oxfam has been implementing projects with the overall objective to meaningful discussions about critical community needs. Here Oxfam created safe spaces for civil society members, community committee members and focal points from the district and governate level DCA, and relevant local sector authorities (health, education), as well as the mayor for each district projects to engage together to mutually identify areas to support community needs. The projects showed it was possible to foster a collaborative environment where community members and local authorities could engage in productive dialogues. Oxfam noted a significant increase in the DCAs interest in building a trustful relationship with the communities, which facilitated ongoing dialogues. The DCA at the district level encouraged mayors to reactivate the DCAs core functions, which include managing citizen requests, following up on these requests with the respective authorities, and coordinating with their internal complaints department. This allowed the DCA to engage more directly with the public and address citizens concerns. As a result, mayors began to establish new communication channels by appointing DCA representatives to each governmental institution. To build upon and replicate these successes beyond the targeted governates of Iraq. Oxfam is looking to produce, via a participatory approach, comprehensive operational guidelines that can support DCAs fulfil their mandated role. These guidelines can then be used to guide other governates. Purpose of this Assignment: The purpose of this assignment is to formulate these guidelines. An Important next step is to review, assess and further develop guidelines produced by another (non-Oxfam) project (Institute on Governance (IOG)) which is concluding in January 2025. The guidelines for the DCA, currently being developed by IOG (in Ninewa) are based on a new Integrated Complaint Management System (ICMS), that will the basis to be optimized, enhanced, and refined. These guidelines will be expected to ensure transparency and the establishment of effective community engagement channels, being needs- and demand-oriented and ensuring an inclusive, user-friendly, and barrier-free access for all citizens to the DCAs provided services, including women, elderly, people with disabilities, and (digital) illiterates. Key task are as follows:- Consultant will look at the new ICMS system in Ninewa, meet with the involved actors, including IOG and iLG, to analyse and understand the system and the guidebook, as well as their potentials and gaps. The consultant is expected to work closely with and through a coordination group (working group) in each piloted area namely representatives from DCA from Ninawa, Diyala and Baghdad, community committees, civil society, community actors, governmental departments, and other stakeholders from phase 2. Review, assess and further develop the exiting guidelines with the working groups in each targeted location. Ensure learning are captured in the guidelines through engagement with the DCAs (both local government and Governate level) from Oxfam engagement with DCAs in the targeted locations for the last 2 years. Ensure the guidelines formation creating space for collaboration and building ownership. This can be built on by ensuring members from the DCA at the governorate level and local authority level take an active part in developing the guidelines. Consult with existing Community committee (CC) from previous project to seek their inputs into ensure that guidelines meet community needs and remain user-friendly and ensuring community voices are heard and that they are satisfied with the system and guidebook. Support the validation workshop, that will bring together the working groups, as well as other governmental and non-governmental stakeholders from DCAs of other locations. Gathering and raising their awareness and feedback. This ensures the guidelines receive wider validation at the DCA governorate level, in addition to the three pilot areas. Tender Link : https://reliefweb.int/job/4122045/consultancy-takhateb-dialogue-phase-111