RFP_2025_Consul Firm to Develop & Deliver ODSC Operation & Service Magt training

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Introduction

Assignment Title: Consultancy Firm to Develop and Deliver ODSC Operations and Service Management Training Programs.

Contract Period: 18 Months.

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

Country: Laos. 

Deadline for submission of the proposal: 14 August 2025.

Background:

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. 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. 

ODSCs:

One-Door Service Centers (ODSCs) in Lao PDR are government service hubs designed to streamline and simplify public service delivery at the local level. Operating under the Ministry of Home Affairs, ODSCs provide citizens with access to a range of administrative services—such as civil registration, business licensing, land documents, and social services—through a single, coordinated entry point. Their goal is to improve efficiency, reduce bureaucratic barriers, and increase transparency in local governance, in line with Lao PDR’s decentralization and public administration reform efforts.

ODSCs provide integrated government services across the following categories:

Primary Service Categories, but not limited to:

• Civil Registration Services: Birth certificates, death certificates, marriage registration, residency documentation
• Business Registration Services: Business license applications, trade permits, SME registration
• Land and Property Services: Land use certificates, property registration, land transfer documentation
• Tax and Revenue Services: Tax registration, payment processing, tax clearance certificates
• Social Services: Social assistance applications, pension registration, disability certificates
• Immigration Services: Passport applications, visa processing, work permit services
• Other services: services from Ministry of public transportation, Ministry of Labour and social welfare, Ministry of Agriculture and Forestry, Ministry of Public Security and so forth.

Service Delivery Types:

• Standard Services: Regular processing (5-15 business days)
• Express Services: Expedited processing (1-3 business days)
• On-Demand Services: Same-day processing for urgent cases
• Digital Services: Online applications and document submission through Smart ODSC system

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 qualified training consultancy firm to design, develop, and deliver comprehensive business operations and service management training programs that will professionalize government service delivery and build sustainable operational capacity across all ODSC locations nationwide.

2. OBJECTIVE OF THE ASSIGNMENT

2.1 Primary Objective

To build capacity among ODSC management staff, front-end service staff, and back-end line department personnel on standardized processes, Standard Operating Procedures (SOPs), and service management approaches to improve government service delivery consistency, efficiency, and quality across all ODSC locations in Lao PDR and other related departments.

2.2 Specific Objectives

• Enhance understanding of standardized ODSC operational procedures and government service delivery workflows.
• Build competency in implementing consistent SOPs across different government service types and ministries.
• Develop skills in professional customer service and citizen-centered government service delivery approaches.
• Strengthen knowledge of inter-ministerial coordination mechanisms and referral procedures within government systems.
• Improve proficiency in quality assurance, monitoring, and performance measurement for government services.
• Build communication skills for effective citizen service and inter-departmental collaboration.
• For management, develop skills to draft and manage ODSC expenditure budgets and ensure financial sustainability of operations.
• Develop operational management and leadership skills for ODSC heads and deputy heads in government service delivery.
• Foster a culture of continuous improvement and standardization within ODSC operations.

2.3 Training Focus and Approach

This training program addresses government service delivery management through:

a) Standardized Operations: Training on SOPs ensures consistent, compliant service delivery across all locations following government protocols and regulations.

b) Service Management Excellence: Training on professional service management approaches enhances citizen satisfaction while maintaining full compliance with government service standards and procedures.

The program treats ODSCs as professional government service centers that must balance operational efficiency with regulatory compliance, citizen satisfaction with procedural accuracy, and service quality with government accountability requirements.

3. SCOPE OF WORK

3.1 Target Participants

The ODSC processes and SOPs training is designed to enhance operational capacity and ensure consistent service delivery standards across key government personnel involved in ODSC operations, with emphasis on developing internal training capacity through a train-the-trainer approach.

Primary Beneficiaries (the numbers are dependent on the number of ODSCs covered):

• ODSC Management: Approximately 85 ODSC heads and deputy heads from all ODSC locations nationwide
• ODSC Accountants: Approximately 85 accountants (one per ODSC location)
• ODSC Front-End Staff: Front-line service delivery staff who interact directly with citizens (approximately 255-340 personnel - 3-4 receptionists per ODSC location)
• Line Department Back-End Staff: Key personnel from MOHA, MOIC, MONRE, MOF, and other ministries who process applications and provide technical support to ODSCs (approximately 100-150 personnel)
• Master Trainers: Selected experienced staff who will be certified to conduct ongoing training for additional personnel (approximately 20 personnel)

Estimated Total Participants: 580-750 government officials (indicative number; subject to modifications).

Training Cascade Strategy:

• Direct training for 580-750 key personnel covering all essential ODSC positions.
• Master trainers will subsequently train any additional staff and provide refresher training.
• Sustainable knowledge transfer through internal capacity building.

3.2 Training Components

The program will be delivered in two phases using a practical, case-study approach with training content in Lao language, focusing on professional government service management.

Phase 1: Foundational Government Service Operations and SOPs

Objective: Establish foundational understanding of ODSC operations, standardized government procedures, and professional service delivery principles.

Key Topics:

• ODSC conceptual framework and government service delivery model
• Understanding standardized SOPs f

Amendment

To change the deadline for submission.

Documents :

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

RFP_015_2025_Business-operations training