RPF_013_2025 Consultancy Firm to Provide Digital Literacy Training for Govt Staff

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Introduction

Assignment Title: Consultancy Firm to Provide Digital Literacy Training for Government Staff

Contract Period: 18 months.

Location: Vientiane Capital, with domestic travel to project sites in Lao PDR.

Deadline for submission of the proposal: 14 August 2025. 

Backgrond 

Guided by the global UNDP Strategic Plan (2022 — 2025) and UNDP Country Programme for Lao PDR (2022 — 2026), UNDP in Lao PDR works closely with the line Ministries, civil society, development partners, and the private sector at both national and sub-national levels in pursuit of the national socio-economic development priorities defined in Lao PDR’s five-year 9th National Socio-Economic Development Plan (NSEDP) and UNDP Lao PDR 5 year Country Programme Document in line with the Sustainable Development Goals (SDGs). UNDP’s work strongly focuses on the provision of policy advice and technical support to the Government of Lao PDR in the design and implementation of national legislation and strategies across three outcomes related to (1) inclusive growth and reduced inequalities, (2) natural resources, climate change and disaster risk reduction, as well as (3) effective, responsive, and accountable governance and rule of law.

UNDP Lao PDR, Governance Unit: The UNDP’s programming on effective, responsive and accountable governance, inter alia, focuses on the provision of policy advice and technical support to the Government of Lao PDR to (1) enhance the rule of law, access to justice, and protection of human rights, (2) strengthen people’s participation in decision-making through increased access to information and political representation, (3) enhance public administration reform through institutional capacity-development and implementation of the Government’s decentralization policy.

As the largest global development knowledge network with particular institutional expertise on governance, UNDP in Lao PDR co-chairs the Governance Sector Working Group (along with co-chairing the Public Sector Improvement Sub-Sector Working Group and Legal and Institutional Oversight Sub-Sector Working Group) of the Round Table Process, a national mechanism to coordinate the implementation of the NSEDP and SDGs across governmental institutions, development partners, CSOs and the private sector.

LEAP Project:

Under Outcome 3 on Governance, Rule of Law and Human Rights of the UNDP Lao PDR’s Country Programme 2022-2026, the LAO PDR Efficiency and Accessibility of Public Services (LEAP) Project aims to improve the efficiency, effectiveness, accessibility, and inclusivity of public services, ultimately improving the quality of service delivery and development outcomes for the public. The project is delivered in a context characterized by societal change, including rapid digital transformation, and various challenges, including macroeconomic instability and ongoing recovery from the impact of the COVID-19 pandemic. 

The overall aim of the project is to improve governance outcomes and people’s involvement and satisfaction with them. This will be done by partnering with the Ministry of Home Affairs to strengthen public service delivery, and with Lao PDR citizens and their organisations. 

The project will strengthen the One Door Service Centres (ODSCs), a modality of delivering different public services in one place at the local level, including supporting the standardization of operational procedures and the digital transformation of ODSC functions. ODSCs face sustainability challenges, such as closures and resource shortages, thus the project will also focus on supporting local authorities to improve ODSCs’ financial stability. Well-functioning local government is pivotal in ensuring effective and equitable service access, particularly in remote areas. However, ODSCs’ effectiveness is currently impacted by high regulatory burdens, excessive and unpredictable fees, and limited government capacity. Indeed, assessments carried out by UNDP in ODSCs in 2024-2025 reported that staff in most ODSCs had never received any digital-skills training. It is therefore unsurprising that most ODSCs also reported that they rarely or occasionally leveraged digital tools in their work, demonstrating a significant gap in the digital skill set of ODSC staff across Lao PDR. Thus, the implementation of this strategy presents a key opportunity for modernizing, improving, and making more inclusive service delivery nationwide.  

Non-profit organisations have played a vital role in contributing to the development of the government’s public services agenda, promoting citizen participation, and helping improve clarity of national and local governance. The project will also work with some non-profit organisations in promoting improved and more equitable public service delivery. 

The following project outcomes and outputs will guide this consultancy:

OUTCOME 1: Public administration meets the needs of citizens through a more efficient and effective service delivery in Lao PDR and local governance is more accountable and transparent.

Output 1.1: Existing ODSCs are more effective and strengthened through improved inter-ministerial coordination, optimized procedures, and an institutionalized monitoring and evaluation system.

Output 1.2: Public Services are more efficient and accessible to citizens by scaling up digitalized and mobile ODSCs.

To operationalize this vision, UNDP seeks to contract a training consultancy firm to deliver comprehensive digital literacy training for government staff to enhance their capacity in using digital tools and systems for improved public service delivery.

OBJECTIVE OF THE ASSIGNMENT

2.1 Primary Objective

To enhance digital literacy skills among government staff to improve efficiency, productivity, and service delivery in the public sector.

2.2 Specific Objectives

• Build foundational digital skills among the indicative 85 ODSC staff and additional line department personnel
• Develop competency in basic computer operations, internet usage, and digital communication, tailored to different competency levels
• Enhance understanding of digital security and data protection practices
• Improve proficiency in commonly used software applications relevant to government work
• Foster a culture of continuous digital learning within government institutions
• Create a cadre of internal trainers to ensure sustainability
• Sensitize the trainees to AI and how to use AI in their work

SCOPE OF WORK

Target Participants

The digital literacy training is designed to enhance the daily digital skills of government personnel, enabling them to effectively operate computers, use essential software, and troubleshoot common issues.

The beneficiaries are envisaged to fall into the following categories:

• Primary Beneficiaries: Staff from approximately 85 One Door Service Centres (ODSCs) who will be direct participants of the training.
• Secondary Beneficiaries: Staff from line departments and other related government offices at central, provincial, and district who will also partake in trainings.
• Cascaded Beneficiaries: Additional government officials reached through internal knowledge sharing and peer-to-peer training by trained staff.

In total, it is estimated that circa 1,000 government officials (primary and secondary beneficiaries) will participate in the trainings, conducted via this service contract with many others trained in further internal, government-led activities.

Training Components

The program will be delivered in two phases—Basic and Intermediate—using a practical, hands-on approach with training content in Lao language. In addition to live sessions, the vendor will be responsible for producing self-learning materials to support continuous learning after the training is complete.

Phase 1: Basic Digital Literacy Skills

Objective: Equip participants with the foundational digital knowledge and ability to carry out routine office tasks using computers and digital tools.

Key Topics:

• Introduction to computers (hardware/software, operating system basics)
• File management and storage using USB or folders
• Internet navigation and search skills
• Using printers: basic printing tasks, troubleshooting (paper jam, offline errors)
• Using scanners to scan and save documents
• Basic internet troubleshooting (router reset, Wi-Fi connection)
• Introduction to barcode scanners: scanning into spreadsheets and the Smart ODSC digital service platform, troubleshooting
• Email creation and management
• Cybersecurity fundamentals (safe passwords, phishing awareness)

Phase 2: Intermediate Digital Skills

Objective: Strengthen participants’ ability to use office applications, digital communication tools, and online collaboration platforms to improve work efficiency.

Key Topics:

• Microsoft Office (Word, Excel, PowerPoint): formatting, data entry, templates
• Google Workspace (Docs, Sheets, Drive, Forms)
• G-Office
• PDF handling: convert, merge, organize digital documents
• Video conferencing tools (Zoom, Google Meet, G-Room): join/schedule meetings, screen share
• Digital document management and cloud storage
• Barcode scanner usage in operational workflows

Vendor Responsibilities

The selected vendor will be responsible for the following tasks under this contract:

Task 1: Design Learning Resources

• Design basic (phase 1) and intermediate (phase 2) digital-literacy training resources for in-person and online delivery
• Ensure hands-on practice is incorporated into each training module.
• Develop a series of short instructional videos (3–7 minutes each) for all key topics covered during the training.
• Videos must be:
  • In Lao language
  • Clear, concise, and practical
  • Categorized by topic and phase (e.g., “Basic Skills – Using a Printer”, “Intermediate – Google Docs Collaboration”)
• Ensure accessibility (e.g., subtitles or voiceover for clarity).

Task 2: Deliver Trainings

• Deliver basic and intermediate digital literacy training sessions (in-person or online) for up to 1,000 participants.
• Provide Lao-language training materials (slides, handouts, checklists).

Task 3: Establish Learning Development Platform

• Upload all training videos to a dedicated website or learning portal provided by the client, which can be linked to the Smart ODSC system
• Organize content into clearly labeled categories based on training modules.
• Ensure users can access videos anytime as reference material.

Task 4: Conduct M&E

• Conduct pre- and post-training assessments to measure knowledge improvement.
• Collect participant feedback through surveys or interviews after training sessions.
• Submit an M&E report summarizing:
  • Participant performance data
  • Satisfaction level
  • Recommendations for future training

Monitor video usage statistics (e.g., views, completion rate) if hosted online

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UNDP LAOS

PROCUREMENT UNIT

Amendment

To change the deadline for submission.

Documents :

Negotiation Document(s) (Before Accessing other negotiations Document(s), please click on this link)

RPS_137_2025_ToR_Provide Digital Literacy Training for Government Staff