TERMS OF REFERENCE

Update and display bi-lingual Citizen Charters at

Provincial Council and selected PSs

1. BACKGROUND CHRYSALIS

Chrysalis is a Sri Lankan organization working to empower women and youth by fostering inclusive
growth. Chrysalis is focused on creating inclusive businesses, promoting inclusive governance, addressing
GBV and preparing communities to face emergencies and Disaster Risk Reduction. Chrysalis is committed
to ensuring Gender Equality in all that we do and creating an environment which celebrates and embraces
Diversity. Chrysalis is an affiliate of CARE International. More details about Chrysalis can be accessed from
www.chrysaliscatalyz.com

2. INTRODUCTION TO THE PROJECT

Women in Inclusive Governance: 'Strengthening Inclusive Governance, Civic Engagement and

Sustainable Development Outcome by transforming societal norms and empowering Women Leaders
and CSOs' is a project funded by the BMZ: The Federal Ministry of Economic Cooperation and
Development, Germany, and Co-financed by CARE Germany. Women in political and civic leadership
positions will be empowered and committed to changing social norms, and ensuring inclusive local
governance processes and development outcomes in the Eastern is the overall objective of this initiative.
The project supports communities in Batticaloa, Ampara and Trincomalee districts in the Eastern
Province.

The proposed project is based on the vision and knowledge that women's leadership thrives in a context
where societal gender norms that contribute to a hierarchical understanding of gender relations must be
challenged. Only a society that better understands and critiques the power dynamics behind domestic
violence is a society in which women leaders can grow and develop. Only in a society where women
leaders, especially women from poor and marginalized communities, are given space to lead can a
movement emerge those fights for greater justice and equal rights for the entire population.

The project focuses more on empowering the women and guiding them to commit to changing the
existing social norms and ensuring Gender equality, inclusive local Governance process and sustainable
development outcomes with the diverse participation of the women in Eastern Province. The women and
men in leadership positions in politics and civil society will be recognized the leadership role of women in
local governance and promote gender-transformative development processes that improve the well-
being of target communities

Project's Geographic Coverage:

The project will operate specifically in the districts of Ampara, Batticaloa and Trincomalee in Eastern
Province

Direct/Indirect Target Group:

The direct target group of the project, located in the districts of Batticaloa, Ampara and Trincomalee
(Eastern Province), includes 300 female and 100 male leaders and council members who are
representatives of CSOs and local authorities (especially women councillors), as well as 900 members of
CSOs. Also, the Provincial Council and local authorities (Pradeshiya Sabha) are considered target groups,

1|P a g e
as the project works with these institutions to bring about systemic change. 135 Employees of local
authorities are directly addressed by the project through interventions.

Indirect project participants are 45,000 people from target communities and approximately 155,000
people reached through campaigns and benefiting from collaboration with local authorities

Overall Objective:
Women are empowered and committed to changing social norms and ensuring inclusive local governance
processes and development outcomes

Specific Objective:
Recognized the leadership role of women in local governance and promoted gender-transformative
development processes that improve the well-being of target communities.

Project Outcome:
Actions initiated by women and men in leadership positions in politics and civil society recognize the
leadership role of women in local governance and promote gender-transformative development
processes that improve the well-being of target communities.

Project Output
1. 300 Women and 100 men in leadership positions in politics and civil society have enhanced
appropriate expertise and skills to apply it to represent their constituencies.

2. Causes of discriminating gender-specific social norms were identified, analyzed, documented and
context-specific approaches and tools were applied to support gender equality, fair resource
provision and women's participation in policymaking.

3. 45CSOs have improved their institutional, managerial and operational capabilities and are
effectively and efficiently advocating for their communities.

4. Policies and processes of 9 local authorities are influenced by local and regional advocacy and
implement inclusion, accountability and transparency.

3. ASSIGNMENT

3.1 Introduction to the assignment:

The Ministry of Local government, Provincial Councils and Ministry of Public Administration have issued
guidelines to the devolved and deconcentrated Government units (Local Authorities and Divisional
Secretariats) to introduce Citizen Charters. Citizen's Charter is a document of commitments made by a
government organization to the citizens/client groups to empower the Citizen in relation to public service
delivery. These interventions have begun to contribute towards the reduction of some of the existing
gaps and weaknesses of the service providers, but there are still gaps, and the Citizen Charter has to be
updated to improve the service deliveries, safeguard citizen rights and activate their obligations to ensure
democratic governance at the local level.

Chrysalis is looking for a competent consultant or a team of consultants or an institution to help the
Eastern Provincial Council and selected local authorities to update and display bi-lingual Citizen Charters
in Ampara, Batticaloa and Trincomalee through conducting a two-day workshop with five members from

2|P a g e
each of the selected nine Pradeshiya Sabhas, and another two one-day workshops and a customer
satisfaction survey in each of the 9 Pradeshiya Sabhas. And also, the Consultant has to conduct two
community consultations (Pre- and Post-Consultation), then print and display the Citizen's Charter in both
languages (Sinhala and Tamil).

The overall purpose of this assignment is to support the Provincial Council and selected Local Authorities
in Ampara, Batticaloa and Trincomalee to improve their service deliveries, safeguard citizen rights and
activate their obligations by updating and displaying bi-lingual Citizen Charters.

3.2 Objective of the assignment:

By the end of the assignment, the community members will be able to:
1. Citizen charters will be updated with the participation of the communities and displayed in all target
communities in Ampara, Batticaloa & Trincomalee.
2. The Community members in 9 Local Authority areas will be aware of and have access to the
services from the relevant department
3. There will be democratic governance with improved service delivery and safeguarding of
Citizen's rights.

3.3 Specific tasks:

a. Prepare a detailed plan for conducting the workshop, Community Consultation and Customer
satisfaction survey.
b. Setting up advisory committees with the citizen representations to lead the Citizen's Charter
updating process.
c. Conducting two 2-day workshops for 9 Pradeshiya Sabha (5 persons from each Pradeshiya Sabha)
to agree on a process to update the existing Citizen's Charter
d. Conduct 2 Community consultative workshops (Pre and Post consultancy) in each Pradesiya
Sabha area to gather the necessary information to update the current Citizen's Charter (1 day x
2 workshops x 9 PS)
e. The workshop will be conducted in physical mode using participatory techniques.
f. Get feedback from the participants at the end of each workshop (use pre & Post evaluation
techniques)
g. Develop tools for a customer satisfaction survey.
h. A customer satisfaction survey should be conducted per Pradeshiya Sabha to gather the
necessary information to update the current Citizen's Charter.
i. Designing and printing of 10 citizen charters for 09 Pradeshiya Sabhas and 01 Provincial Councils
(Hard and soft copies)

3.4 Geographic location:

Participants will be from 9 selected Pradeshiya Sabhas in Ampara, Batticaloa & Trincomalee, and
the training will be conducted in a central location in each District.

3.5 Methodology:
The workshop with the Officials and the community consultancy with the community will be conducted
physically in an interactive, participatory method. This activity should be planned and designed to meet
the objectives of this assessment. Project visibility should be appropriately placed during the workshop
and consultancy. The Consultant will report to the Project Manager, Chrysalis, and the Consultant has to
work closely with Chrysalis staff in Eastern Region and Colombo.

3|P a g e
3.6 Deliverables
A. A detailed work plan for the workshop, Community consultancy and the customer satisfaction
survey for updating Citizen's Charters.
B. Workshop modules in local languages (Tamil & Sinhala) and the questionnaire for pre- and post-
evaluation.
C. Tools/questionnaire for the customer satisfaction survey
D. Customer Satisfaction survey report
E. Print and display Citizen's Charters for 9 Pradeshiya Sabhas and 01 Provincial Councils using
printed and electronic versions in three languages.
F. Comprehensive final report for the consultancy/workshop, at a minimum:
o Executive summary
o Description of methodology/tools
o Workshop evaluation summary (pre & post) for each workshop.
o Discussion of findings, including testimonies (at least 3 case studies)
o Key achievements
o Conclusion
o Annexes (digital attendance including sex & age-segregated data, pictures of workshops,
etc…)

4. RISKS AND ETHICAL CONSIDERATIONS

The consultants should submit the proposal to update Citizen Charter must outline risks foreseen to
conduct the training and the steps to assure Program Quality principles.

5. QUALITY CONTROL

1. Proposal to include a clear action plan with realistic deadlines and deliverables. Further, the proposal
should include the CVs of trainers/consultants.
2. Clarify any doubts by writing to the point of contact stated below.
3. If the contract is awarded, a weekly progress review meeting (not more than 30 minutes) with the
Project Manager/point of contact will be required. This is to ensure/measure deliverables and quality
and to communicate feedback.
4. Quality control is the responsibility of the consultant/ firm. Consultants should provide practical
solutions to quality issues without compromising the MEAL standards.
5. The consulting team must be diverse unless specified.

6. OTHER

Insurance: Chrysalis is not responsible for meeting expenses related to illness or accidents while
undertaking the assignment. Therefore, it is the responsibility of the Consultant to arrange his/her own
insurance coverage.

Copyrights and Intellectual Property: The outcomes/products of this assignment shall be the property
of Chrysalis. Under no circumstance shall the findings of the assignment, in part or full, be published
without written permission of Chrysalis.

7. TIMELINE
The assignment will start in the 2nd week of March and should be completed within 8 weeks of starting
the assignment.

4|P a g e
8. BUDGET

The Consultant is to develop a detailed budget, including daily personnel rates and travel and
accommodation costs. And mention any other costs.

Proposed Payment Schedule:

After signing the contract: 30%
After Developing the Module: 50%
After submission of the final report: 20%

A penalty of 10% will be imposed on the final consultancy fee payment for failing to meet the agreed
deadlines (as indicated in section 7 of the TOR) without formal approval from the Head of
Operation/Project Manager (or point of contact) and failing to submit all documents within 14 working
days after the termination of the consultancy agreement.

9. REQUIREMENTS OF THE CONSULTANT/FIRM

9.1 Qualifications

The consultants should have proven skills and experiences in conducting consultancy/workshops on the
development of the Citizen Charter and the following are highly desirable.:
o Advanced qualifications in the following: Public Administration, Social Sciences, Development Studies
and Human Rights,
o At least 5 years of experience in a related field (Conducting consultancy/workshop)
o Excellent training and assessment skills in both local languages.
o Advanced skills in presentation, facilitation, report writing and conducting training/workshop
o Excellent report-writing skills
o Familiar with the context and conditions of the Ampara, Batticaloa & Trinco districts
o Proficiency in English and the ability to work fluently in both Sinhala and Tamil (written and spoken)

9.2 Application process

• A technical proposal with the methodology and the action plan (Methodology should include clearly
an emphasis on the tool(s) that will be used to achieve objectives and the expected outputs of the
assignment).
• Profile/Curriculum vitae of all the members who will be taking part in the assignment.
• Capacity/experience on similar assignments
• 2 referees
• The technical proposal should not exceed 5 pages and must not copy-paste the TOR.
• Detailed budget/cost proposal as per guidelines above.

9.3 Selection process

Consultant proposals will be selected for:

• Relevance of proposed methodology to the objectives of the assignment aspects.
• Quality of proposed methods, conflict sensitivity approaches gender sensitivity approaches and
quality control measures.
5|P a g e
 • Relevant qualifications, experience on similar assignments
• The proposed budget in relation to the proposed methodology, deliverables, and team.
• Timeline for proposed activities.
• Only those shortlisted will be contacted for the selection process

Applications and proposals which do not abide by and furnish the above-mentioned information and
documents will be rejected.

Kindly note that Chrysalis has the sole right to modify / temporarily stop/ terminate the contract based
on the donor decision/ uncertainty, like COVID-19.

10. KEY CONTACTS

Project Manager: Uthuma Lebbe Samsudeen will be the point of contact for the assignment.

For any queries on the TOR, please contact the Project Manager:
Uthuma Lebbe Samsudeen
Project Manager – BMZWIG Project
Chrysalis, # 21A, Periya Uppodai Road, Batticaloa.
Tel: 0653121002 | Mobile + 94 77 3488010 | Email: uthuma.samsudeen@chrysaliscatalyz.com

Interested consultants/agencies should prepare a competitive proposal based on the information

provided in this TOR and return it to Chrysalis (Kushala Cooray).

Kushala Cooray – Head of Operations, will be the point of contact for all contractual matters. Email:
kushala.cooray@chrysaliscatalyz.com ; Telephone:011 432 6599.

6|P a g e