3.    SCOPE OF WORK 

The Better Than Cash Alliance and Ghana Water Company are looking to hire a Change Management Expertwith experience in leading digital transformation in private and public sectors, to support Ghana Water develop and implement an all-inclusive change management process.    

Based within the GWCL, with supervision from the Better Than Cash Alliance Africa Regional Lead, the consultant will be responsible for the following:

1. Assess the current organizational change level, given the progress made so far in the transformation process. 

• Obtain staff’s views and expectations on the ongoing digital transformation process. This may be through running an anonymous internal staff survey, focus group discussions or other convenient and relevant methods.
• Document, analyze and present the findings and recommendations to the senior management team for their approval.

2. Based on the findings, develop a digital payment change management framework incorporating implementable action points that will enhance organizational appreciation of digitizing bill collection, as well as agree with Senior Management on key change management performance indicators.

• Agree on key performance indicators and develop monitoring tools for the same
• Using tracking tools like the change management transformation cycle, (1. Resistance, 2. Awareness, 3. Understanding, 4, Acceptance and 5 Commitment[1]), aim to move majority of staff to Acceptance and Commitment levels.  This process may include identifying internal key success factors, agreeing on key measurements metrics for success, timelines and identifying departmental champions who will help transmit core messages that can be useful for obtaining buy-in throughout the company.

3. Guide management in implementing the agreed plan, that includes

• Implementing a robust internal communication strategy. This strategy should be focused on highlighting the benefits of digitizing bill collection to staff and the organization as a whole.  As part of the strategy and to prepare the staff for the cultural change, initiatives such as newsletters, videos, briefings, and Q&A sessions with staff could be put in place. 
• Tracking staff feedback and ensure issues raised by staff are addressed,
• Monitoring and tracking the agreed KPIs with regular feedback to senior management.

4. Working with the GWCL management, conduct a final assessment to establish the effectiveness of change management tools to the transformation process.

• Conduct a final assessment through staff surveys, focus group discussions, one on one interviews or other data collection tools to obtain feedback from staff
• Review post change management digital payments statistics to assess the effectiveness of the transformation process
• Document selected demand side feedback to assess clients’ convenience with digital payments of bills.

4.    FINAL OUTPUTS

The consultant will deliver the following final products:

i) Change Management Assessment Report

ii) Digital Payments Change Management Framework/Plan

iii) Implementation report including documents and guidelines on change management for GWCL, highlighting among other things

• Number of staff trainings conducted with clearly documented outcomes of each training. 
• Change management tools that are being used by GWCL.

iv) Final staff assessment and project report, that will include

• Progress made in the transformation process
• Payments metrics, based on the tracked KPIs
• Lessons learnt in implementing change management systems in GWCL.

5.    DELIVERABLES AND PROPOSED PAYMENT SCHEDULE 

6.    DURATION OF ASSIGNMENT, DUTY STATION AND EXPECTED PLACES OF TRAVEL

Number of working days: Approximately working days, spread over a period of six (6)months.

Duration of assignment: September 15, – March 15,

Duty station:Candidate will be seated inGWCL’s Accra office in Ghana. 

Travel:Travel outside Accra (to the field and other relevant locations) may be required  and will be organized under the rules and requirements of GWCL in consultation with Better Than Cash Alliance. Such travel will becompensated ona reimbursable basis following the UNDP/UNCDF rules and regulations, which states that consultants shall only be paid the most direct and most economical ticket, regardless of distance and number of hours, as will be quoted by the official UN travel agency.  Any amount in excess of the said quotation, such as class and airline preference of the consultant, shall be borne by the consultant. Daily living allowance shall not exceed prevailing  UN Rate on the destination.

Please note that UNCDF cannot guarantee residence permits or visas for consultants.  Consultants are responsible for securing their work documentation. In case of national consultants, applicants that are not nationals of the duty station requested will have to prove their residence status.  

7.     PROVISION OF MONITORING AND PROGRESS CONTROLS

The consultant will be hired by UNCDF Better Than Cash Alliance and work closely with GWCL in their Ghana Head office based in Accra. The consultant will work under the direction of the GWCL Digital Innovation Project Manager and supervised by the Alliance’s Africa Regional Lead.  

A project steering Committee will convene regularly (bi-weekly or more if needed) to review project progress, address any issues, and provide feedback and clearance on deliverables or when necessary. The project steering committee will be constituted by members of the Better Than Cash Alliance and GWCL.

Payments will be made upon successful completion of scheduled deliverables,based on the percentage of contract price corresponding to the deliverables stated in Section 5 above, and as per certification by the UNCDF’s Better Than Cash Alliance project committee and evaluation / signing off by direct supervisor / GWCL Digital Innovation Project Manager.

Final payment shall require a signed performance evaluation of the consultant.

The following supporting documents will serve as conditions for payments to an Individual Contractor: 

(i) submission of an invoice and Certificate of Payment (COP); (ii) review, approval and written acceptance of each deliverable by the GWCL Digital Innovation Project Manage (DIPM) and any other Project/Programme Manager designated by DIPM; (iii) submission of a time-sheet and expenses with relevant supporting documentation; and (iv) an authorization of payment disbursement from a direct supervisor. 

[1]conwaytransport.com.au%20MCF%20Field%20Note%_DFS%20Change%conwaytransport.com.au