STC - Digital Transformation Unit Process Re-engineering Expert

  • World Bank Group
  • Prishtinë
  • 30/11/2022
Punë Administrim Biznesi Financa Inxhinieri Konsulencë Shkenca Kompjuterike


Application Closing Date: 12/4/2022

To Submit Your Application:

Interested candidates should submit their CV and a relevant coding sample to

The subject line of the email should be "STC - Digital Transformation Unit Process Re-engineering Expert". Only successful candidates will be contacted.

If you have any questions, please, do not hesitate to reach out to the same email address.


The Government of Kosovo (GoK) recognizes ICT development as a priority to enable sustained economic growth and improve public services. The enabling environment exists for opening new channels of communication and improving the transparency and accountability of public service provision, by building upon the existing foundations of countrywide ICT infrastructure, internet penetration and digital literacy. An Open Data Charter was approved in 2016 and a national portal for open data established, in addition to the government’s State Services Portal.

As a horizontal agenda supporting the National Development Strategy (NDS) 2030, the Digital Agenda 2030 lays out the cross-sectoral government strategy that defines the policy and priorities for Kosovo to support the digital transformation of the economy and the society. The digitalization of government is included as Strategic Objective #3 (SO3). In partnership with the e-Governance Academy of Estonia, the GoK is currently in the process of preparing the new e-Government strategy and Action Plan. Both documents are expected to be drafted in Q4 2022.

Coordination on the digital governance agenda has been a particular challenge. Coordination is needed on the agenda both within Government and with development partners. There are several agencies which have the mandate for and focus on process reengineering and administrative reforms including supporting digital governance infrastructure. In the recent past, the Ministry of Public Administration (MoPA) has had the legal authority to take forward the digital governance and e-services agenda, and hosted some of the critical institutions, including the Agency for Information Society (AIS) and the State Data Center (SDC). Currently, the Office of the Prime Minister is directly engaged in leading the Digital Governance Strategy, which would also include engagement with the Ministry of Trade and Industry (MoTI) (for business services), Ministry of Finance (MoF), and other key ministries and agencies that are also major stakeholders.

The World Bank has been directly engaged as a partner supporting the GoK reforms and also has an additional convening role to help coordination among development partners. The World Bank has been targeting reductions in the administrative burden of business inspections in Kosovo through the Competitiveness and Export Readiness Project (P152881). There are other World Bank projects that are currently under implementation or have recently closed (e.g., in the health sector), which supported development of IT-enabled governance and management systems for services. Engagement with several different development partners, as currently undertaken, can further a piecemeal approach or possible duplication; instead, the opportunity exists for a more coordinated approach for the Government also with key external partners where the Bank has a relevant convening role.

Given this current context, there is significant room to support the GoK on a more holistic enabling framework and reform plan for simplifications to administrative services for citizens and businesses. Currently, the GoK and the World Bank team are preparing a project, “Strengthening Digital Governance for Service Delivery (P178162)”, which aims to improve the quality of, and user access to selected public administrative services. The project builds upon recent World Bank advisory support to digital governance and service delivery and advances in connectivity under the “Kosovo Digital Economy (KODE) project (P164188).” Additionally, the Quality Infrastructure Investment (QII) grant with the support of the Government of Japan was recently awarded to Kosovo. The Grant aims to provide advisory and analytical support to the GoK for ICT infrastructure management to underpin the digital transformation of the public sector and the digitalization of government services, which will feed into the above-mentioned upcoming project.

The GoK will acquire advisory support services from a qualified individual consultant (the Consultant) to carry out the re-engineering of specific online public services.

Objectives of the Assignment

The objective of this assignment is to support the Office of the Prime Minister (OPM) during and after the establishment of the Digital Transformation Unit (DTU) for the re-engineering of specific online public services and assist the relevant government ministries, departments, and agencies (MDAs) for improving the quality and efficiency of the selected services.

Scope of Work/Main Tasks

During this engagement the Consultant is expected to carry out the following tasks:

  • review and map the business processes related to the provision of selected public services considering the underlying legal framework, and information systems as well;
  • provide guidance on how the interrelation and the interconnection between services on scope can influence the re-engineering process;
  • suggest other typologies of information to be potentially collected, if and where needed;
  • engage with the technical working groups to gather important information concerning the services, which could potentially influence the decision on the adopted methodology (i.e. data availability);
  • suggest possible improvements on the current methodology for re-engineering, if any, including pros and cons of this methodology with reference to the services on scope;
  • coach/mentor the re-engineering teams of related MDAs, if any, on the proposed methodology and its implementation;
  • carry out a re-engineering exercise for up to three services to test the proposed methodology and to define the roles of the working teams (institutional technical working groups);
  • provide the results of the re-engineering exercise to the government counterparts;
  • present the findings of the above-mentioned assessments to the GoK and World Bank team; and
  • perform any other task deemed necessary for the successful accomplishment of the assignment objective.


The duration of the contract is one hundred twenty (120) working days, during which the Consultant will provide onsite and remote support. The Consultant is expected to start working on this assignment in January 2023 (or sooner if possible), and complete the tasks listed below by June 30, 2023, with the possible extension.

Reporting and Schedule of Deliverables

The Consultant shall prepare:

  • an inception report with the working plan and the activities to be performed, within 10 working days from the starting date;
  • a document focused on the assessment and recommendations on the re-engineering methodology, including a manual on the implementation of the methodology;
  • a presentation of the methodology to GoK officials;
  • a report on the re-engineering exercise;
  • monthly progress updates and presentations, when needed, be submitted to the World Bank team; and
  • a final assignment report.

The reports must be submitted in English language in electronic format.

Reporting Requirements

The Consultant will report to Ana Bellver, Lead Governance Specialist, Shomikho Raha, Senior Public Sector Specialist, and Asami Okahashi, Governance Specialist. S/He will be a core part of the World Bank task team engaged with the GoK in the identification and early preparation process of the new operation over the assignment period. The Consultant shall submit all reports to the World Bank team.


The Consultant shall be home based and potentially also work in the government office when necessary during the assignment with the possible field mission(s) to be further discussed.


The consultant should have the following qualifications:

  • Advanced degree (post-graduate) in Computer Science, Engineering, Public Finance, Business Administration, or a similar field relevant for the assignment;
  • A minimum of 10 years of relevant experience in IT, preferably in the fields of digital governance and service level reforms;
  • At least five (5) years of experience in the public sector, as a consultant or as a public officer, dealing with digital government reforms, public service delivery and improvement, business analysis, performance and procedure improvement, etc.;
  • Proven experience in the successful implementation of public service re-engineering reforms; Relevant experience in a developing country in recent years is preferable;
  • Specific knowledge in development and operation of information systems and analysis of business processes for public service delivery;
  • Prior experience working with data sharing and interoperability issues between public registries is an advantage;
  • Solid contextual knowledge of the Kosova public sector;
  • Good inter-relational skills and ability to interact with an international team of experts and government officials at all levels; and
  • Excellent writing and presentation skills in English.



The Consultant will be selected competitively through the eConsultant platform. This assignment is a Bank-Executed activity and a time-based contract will be signed linked to the deliverables listed above.