Consultancy for Integrated Life Event Services Analysis and Design in Kosovo

REQUEST FOR EXPRESSIONS OF INTEREST (CONSULTING SERVICES – FIRMS SELECTION) COUNTRY : Kosova NAME OF PROJECT : Strengthening Digital Governance for Service Delivery Project (SDGSDP) CREDIT NO : P178162 ASSIGNMENT TITLE : Analysis and Design of the Integrated Life Event Services for the ‘Death of a relative’, ‘ Moving - Change of Address’, and ‘Starting a Business’ life events REFERENCE NO : SDGSDP/QCBS-2.3.1.1/2025 DATE: December 3, 2025 The Ministry of Internal Affairs/Agency for Information Society has received financing from the World Bank toward the cost of the Strengthening Digital Governance for Service Delivery Project and intends to apply part of the proceeds for consulting services.

The consulting services (“the Services”) include: comprehensive analysis and design of the integrated life event services for the “Death of a relative”, “Moving - Change of Address”, and “Starting a Business” life events.

The detailed Terms of Reference (TOR) for the assignment are included below to this request for expressions of interest or in the link: https://mpb.rks-gov.net/f/65/Announcements The Ministry of Internal Affairs/Agency for Information Society now invites eligible consulting firms (“Consultants”) to indicate their interest in providing the Services.

Interested Consultants should provide information demonstrating that they have the required qualifications and relevant experience to perform the Services. REQUIRED QUALIFICATIONS FOR THE COMPANY (i) General qualifications of the company to REOI The Consultant firm must be a legally established and registered entity. The Consultant firm should demonstrate at least eight (8) years of relevant experience.

Demonstrated capacity to engage with public institutions, national and local authorities; Demonstrated experience working with international donors (ii) Relevant experience with similar assignments The Consultant firm must have successfully completed at least two (2) projects including business process analysis and design of government or large enterprise services by engaging and coordinating with diverse stakeholders through a design thinking or co-creation process within the last five (5) years (as the main solution provider or main contributor in a joint venture).

Successfully completed projects will be presented through a table listing the name of the relevant assignments, short scope of work, contract start and end dates, country/region, and contact reference (name, e-mail, phone number).

Excellent project management skills, including quality assurance of work products; ability to deliver high-quality outputs in a high-pressure multicultural environment; Excellent command of English, with the ability to deliver high-quality report writing, presentation, and communication skills, with experience in communicating and engaging with high-level decision makers in the public sector The shortlisting criteria are: (i) General qualifications of the company to REOI (30%), (ii) Relevant experience with similar assignments (70%) The Consultants’ Staff CV are NOT subject to evaluation at the shortlisting stage The attention of interested Consultants is drawn to Section III, paragraphs, 3.14, 3.16, and 3.17 of the World Bank’s “Procurement Regulations for IPF Borrowers” July 2016 revised November 2017, August 2018, November 2020 and September 2023 (“Procurement Regulations”), setting forth the World Bank’s policy on conflict of interest.

Consultants may associate with other firms to enhance their qualifications, but should indicate clearly whether the association is in the form of a joint venture and/or a sub-consultancy. In the case of a joint venture, all the partners in the joint venture shall be jointly and severally liable for the entire contract, if selected.

The Consultant firm will be selected in accordance with Quality-and Cost-Based Selection (QCBS) method set out in the World Bank’s Procurement Regulations for IPF Borrowers (July 2016, revised November 2017, August 2018, November 2020, and September 2023). Further information can be obtained at the address below during office hours 09.00 to 15.00 hour, Kosova time .

Expressions of interest must be delivered by e-mail to the address below by: December 26 2025, 14.00h, Kosova Time . Ministry of Internal Affairs (MIA) Agency for Information Society (AIS) Attn: Luan Asllani, Procurement Specialist Ukshin Hoti Str. ex-Rilindja building. 1 floor, room no.105.

10000 Prishtina, Republic of Kosova, Ph.: +383 (38) 200 60120 E-mail: kodgov@rks-gov.net Terms of Reference for Analysis and Design of the Integrated Life Event Services for the ‘Death of a relative’, ‘Change of Address’, and ‘Starting a Business’ life events Reference No: SDGSDP/QCBS-2.3.1.1/2025 1.BACKGROUND The Government of Kosovo (GoK) recognizes digital 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.

The government’s State Services Portal (eKosova) was launched in 2021 and it now includes more than 350 electronic services for citizens and businesses. 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 society.

The digitalization of government is included as Strategic Objective #3 (SO3). With support from the e-Governance Academy of Estonia, the GoK prepared the new e-Government strategy and Action Plan, which was approved in October 2023.

Coordination on the digital governance agenda is a high priority in Kosovo’s strategic digitalization framework, and the government is working on strengthening coordination 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 government and e-services agenda and hosted some of the critical institutions, including the Agency of Information Society (AIS) and the State Data Center (SDC). In 2021, the MoPA was merged with the Ministry of Internal Affairs (MIA), and AIS became part of MIA’s area of responsibility.

The Office of the Prime Minister (OPM) is directly engaged in leading the development and overseeing the implementation of the e-Government Strategy, which also includes engagement with MIA, Ministry of Trade and Industry, Entrepreneurship and Trade (MIET) (for business services), Ministry of Finance, Labor and Transfers (MFLT), and other key ministries and agencies.

A Digital Transformation Unit (DTU) within OPM was established in 2022 to coordinate all digital initiatives within the Government and with the development partners. The World Bank has been directly engaged as a partner supporting the GoK digitalization reforms.

The GoK is implementing the “Strengthening Digital Governance for Service Delivery” project with World Bank support, to improve the quality of, and user access to selected public administrative services.

The project was officially launched in December 2024 and includes three components: Component 1: Digital transformation of government Component 2: Digital transformation of public service delivery Component 3: Institutional strengthening, change management, and project management Subcomponent 2.3.

Piloting Citizen-Centric Digital Services with a life events approach aims to support the development of citizen-centric service delivery by piloting a life event approach for selected services, as an important demonstration effect of innovations to providing proactive integrated services that are resilient to disruptions in physical access to government buildings.

This comprises: Analysis of global experience in using a life event approach and the finalization of the services to be selected for support under the project; clustering of existing digital services associated with the selected life event on the eKosova portal; Reengineering of services around some priority life event related categories of services (based on criteria such as readiness of the e-service; service importance and user demand for impact; and gender and overall inclusion considerations), such that the package of services clustered around the life event is delivered in a proactive manner once the triggering event is verified.

For each life event category, selected associated services will undergo, where needed: (i) ICT and automation upgrades to increase proactivity, including where relevant integration of machine-learning methods and artificial intelligence to improve user pathways, provide user-context suggestions, detect user behavior anomalies, and predict high-loads; (ii) administrative rationalization and simplification; and (iii) support to necessary regulatory and legal amendments.

In this context, the Government of Kosovo (GoK) is looking for consultancy services to perform an analysis and design of the integrated life event services for the “Death of a relative”, “Moving - Change of Address”, and “Starting a Business” life events. The procurement is launched within the World Bank funded “Strengthening Digital Governance for Service Delivery” project.

The life-event approach has been implemented for the childbirth life event.

Based on this experience, the GoK has developed a methodology for the life-event approach to service delivery which will the basis for to design the integrated service delivery for “Death of a relative”, “Moving - Change of Address”, and “Starting a Business” life events (within the scope of this Consultancy) and other categories of life events in the future.

These new services seek to operationalize the government’s flagship reform of introducing a life-event approach to service delivery by transforming the way the public administration provides services to citizens and businesses, shifting from the administration-centric approach where institutions focus on providing services based on their legal mandate, towards a citizen-centric approach where services are designed and provided based on the needs of the citizen.

2.OBJECTIVE The objective of this Consultancy assignment is to conduct a comprehensive analysis and design of the integrated life event services for the “Death of a relative”, “Moving - Change of Address”, and “Starting a Business” life events.

3.THE LIFE EVENTS WITHIN THE SCOPE OF THIS CONSULTANCY 3.1 Death of a Relative The “ Death of a Relative ” life event brings together a set of administrative and support services that families typically need to handle during a difficult and emotional period. The event usually begins with the confirmation of death by a health professional, which serves as the basis for all subsequent procedures.

From there, families often face tasks such as arranging funeral permits, managing burial services, legal registration of death and obtaining the death certificate, and notifying relevant authorities and institutions (civil registry, healthcare providers, tax authorities, social benefits services, banks, utility providers, and employers).

A streamlined, life-event–based approach aims to reduce the burden on grieving relatives by minimizing repetitive submissions of the same documents and automating the flow of information between institutions. Beyond administrative formalities, the life event also covers entitlements and obligations.

This includes the closure or transfer of pensions and social benefits, processing survivor’s pensions, handling inheritance and property transfers, and managing outstanding debts or taxes. By organizing these procedures into a single, citizen-centric journey, the government can significantly ease one of the most stressful times in life.

Instead of navigating multiple offices and complex legal steps, relatives can receive coordinated, proactive support through eKosova ensuring that they spend less time on bureaucracy and more time focusing on family and personal needs. 3.2 Change of Address The “Moving – Change of Address” life event represents a broader transition that goes beyond the simple administrative act of updating one’s address.

It encompasses a range of interactions citizens must undertake when relocating to a new residence, such as registering the new dwelling, arranging or transferring utilities, enrolling children in a nearby school, changing a family doctor, or updating voting center.

Traditionally, these actions required contacting numerous institutions individually — including the civil registry, tax authority, postal service, utility providers, and health and education institutions. When designed as an integrated life-event service, these steps can be consolidated into a single, coordinated process that automatically shares verified information across relevant entities.

This reduces administrative burden, prevents data inconsistencies, and ensures a smoother transition for citizens and their families. The Government of Kosovo has already introduced an electronic service through eKosova that enables citizens to update their residential address online.

However, the broader “Moving” life event calls for a more comprehensive integration, ensuring that an address change triggers automatic updates in key databases — such as the population registry, driver’s license, identity documents, and social service systems — while also notifying external partners like banks, insurers, and utility providers.

Expanding the scope in this way makes the service more user-centric and better aligned with citizens’ real-life needs during relocation. Ultimately, the “Moving – Change of Address” life event illustrates how governments can deliver proactive, interconnected, and human-centered services.

By enabling secure and automatic data exchange between institutions, it demonstrates the practical value of interoperability and whole-of-government coordination in making digital government more efficient, seamless, and responsive to life’s everyday transitions.

3.3 Starting a Business The “ Starting a Business ” life event brings together all the procedures an entrepreneur must complete to legally establish and operate a new company.

This involves several steps that require navigating multiple agencies, such as business registration with the Business Registration Agency, obtaining a tax identification number, registering employees and enrolling them in the pension trust schemes and health insurance coverage, and applying for sector-specific permits or licenses.

A life-event–based approach simplifies this journey by consolidating requirements into a single-entry point through eKosova online portal, where all necessary registrations can be completed in parallel rather than sequentially.

Beyond the legal setup, the event extends to supporting services for entrepreneurs, such as access to business advisory centers, information on available financing and grants, and guidance on compliance with labor, health, and safety standards.

The life event aims to integrate digital services that help new businesses set up bank accounts, and access e-invoicing or digital signature tools (if available) immediately after incorporation. This not only reduces the time and cost of starting a business but also lowers barriers for small and medium enterprises (SMEs), which are the backbone of the economy.

Framing “starting a business” as a life event highlights how the government can foster entrepreneurship and economic growth through seamless, citizen- and business-centric service delivery. Instead of viewing each administrative step as a separate obligation, the life-event approach treats the entrepreneur’s journey as a single process—one that should be fast, predictable, and supportive of innovation.

4.VISION AND METHODOLOGY OF LIFE-EVENT APPROACH TO SERVICE DELIVERY The GoK vision for the life-event approach to service delivery is based on the following principles: Integrated services which are provided to the citizen based on the life-event that the citizen is dealing with. The citizen does not need to know which government institution is responsible for what service.

Proactive and seamless services triggered by a life-event, with the aim of avoiding as much as possible the need for the citizen to “apply” for a service. If the citizen is entitled to a certain public service or benefit, he/she needs just needs to be notified and provide consent. Personalized services which are tailored to the needs of an individual citizen.

Considering the vast information the government has about the citizens through various registries and systems, the government (with the consent of the citizen) needs to be able to provide personalized services which cater to the needs of the citizen considering his\her gender, age, family circumstances, economic circumstances, disability status, location where he/she lives and works, etc.

End-to-end digital services with minimal physical interaction with the public administration and which make it possible for the citizen to receive services from the comfort of his/her home or workplace.

Inclusive services which cater for the needs of all categories of population regardless of gender, age, ethnicity, disability status, urban/rural background, income status, etc., and which ensure that nobody is left behind and has quality access to public services.

Interoperability is a critical enabler for meeting the principles by facilitating–secure and standardized exchange of data between government systems and registries through the government interoperability platform.

Besides technical interoperability, organizational interoperability is of high importance: the alignment of the processes, input-output requirements, workflows, and service delivery process timelines are key for the life event implementation.

The life-event approach is not only about the outcome—citizen-centric services, but also the process and methodology of designing and delivering life-event based services needs to have the citizen at the center. So, Citizen engagement during the whole lifecycle of the design and delivery of services is the very essence of the approach.

The methodology of the government of Kosovo which will be used in designing and implementing life-event based services consists of the following steps. Please note that steps 8, 9 and 10 below are NOT within the scope of this consultancy and are included only for the purpose of presenting the overall methodology.

1.Initial High-Level Analysis and Definition of a Life Event Mapping of categories of citizens that the life event is relevant for Mapping of stakeholders (including the government, civil society and private sector) that are involved in the life event Mapping of services and service providers related to a particular life event Mapping of legislation that impacts the life event and services related to it 2.Citizen Journey Mapping Conduct interviews, meetings and focus groups with the relevant citizen categories and other stakeholders on the existing services and processes related to the life event.

Collect information on experiences and feelings, challenges, barriers, but also needs, ideas, and wishes for improvement. Inclusivity is a key aspect: during this process, all categories of citizens that are relevant for the life event need to be engaged, including citizens from urban and rural areas, different genders, minority communities, people with disabilities, diverse income categories, etc.

Organize all the collected information into a comprehensive, methodical and visually appealing citizen journey mapping. 3.Design Thinking Exercise Organize one or more design thinking workshops with the representatives of key stakeholders, going through all design thinking phases: Empathize: Understand the users and their needs through observation and engagement.

Define: Clearly articulate the problem that needs to be solved based on user insights. Ideate: Generate a wide range of ideas and solutions through brainstorming. Prototype: Create tangible representations of ideas to explore potential solutions. Test: Evaluate the prototypes with diverse user groups to gather feedback and refine the solutions. This process should result in one or more tested prototypes.

4.Legal Analysis Based on the output of the previous steps, conduct a legal analysis of the feasibility of the suggested solutions, its compliance with data protection regulation and standards, and the needs and possibility of amending the existing legislation and/or adopting new legislation to enable their implementation.

Subject to confirmation from the government, prepare proposals to amend the existing legislation and/or adopt new legislation if needed. 5.Business Process Modeling Based on the output of the previous steps, and inputs and approval from the government, prepare AS-IS and TO-BE process diagrams for the services and processes within the life event, and the required systems integration.

The TO-BE process diagrams should consider consolidation and rationalization of existing services related to the life-event. Whenever possible processes that may be considered ‘obsolete’ in developing an integrated service delivery approach should be identified, as well as AI-driven processes should be considered and included.

e-Service chains (sagas), their inputs and outputs, data flow, and timelines should be defined. 6.Preparing Content Collect information, compile and prepare well-structured and user-friendly information content for the citizens, to be included in eKosova portal and as external content, regarding the e-services and physical services related to the life-event.

Collect information, compile and prepare well-structured and user-friendly content for the calendar-view elements within eKosova that serve as monitoring, reminder and planning tool for citizens related to the life event. Collect information, compile and prepare well-structured and user-friendly content for articles and guides related to the life event that will be included in eKosova portal.

To form a knowledge base for the life event, which contains structured information on the various steps of life event, the related services, their requirements, links to the legislative documents, requirements to the citizen, timelines, Q&A. The knowledge base would be used in the future to train LLM agent for the eKosova chatbot.

7.Functional and Technical Specifications and ToRs for Implementation Based on the output of the previous steps, prepare functional and technical specifications for: Needed development in eKosova.

This includes development or modification of transactional e-Services related to the life-event, introducing the AI-driven elements when applicable, any modification of the information elements on e-services and physical services related to the life-event, any modification to the calendar elements that serve as monitoring, reminder and planning tool for citizens related to the life event, any modification to the articles and guides elements needed for the life event, and any modification to Content Management System within eKosova to support the needs of the life event.

The specifications should also include mockups for UX requirements. Needed modifications in the relevant back-end systems, including introducing any AI-driven elements when feasible. Development of any additional system(s) needed, including introducing any AI-driven elements when feasible. The specifications should also include mockups for UX requirements.

Integration APIs for exchange of data between eKosova, relevant back-end systems, and new system(s) to be developed for the need of the life event.

Based on the functional and technical specifications, prepare Terms of Reference (ToR) for procurement of the development, testing, installation, piloting, roll-out, training of users, and maintenance of any additional system(s) needed for the life event, and the development of any APIs for integration with other systems.

Terms of Reference (ToR) for procurement of the modifications in the relevant back-end systems, if such systems do not have a support contract with a vendor. Please note that steps 8, 9 and 10 below are NOT within the scope of this consultancy and are included only for the purpose of presenting the overall methodology.

8.Development of New System(s) If needed for the implementation of the life event solution, contract a software development company that will develop, test, install, pilot, roll-out, train the users, and maintain the system(s) and its/their integrations with the other systems based on the ToRs.

9.Development of Modifications in Back-end Systems If c needed for implementation of the life event solution, engage the existing contractor(s) for the back-end system(s), or contract a software development company that will develop, test, install, pilot, roll-out, train the users, and maintain the needed modifications to the back-end system(s) and its/their integrations with the other systems based on the functional and technical specification and ToRs.

10 .

Development in eKosova Engage the existing main contractor of eKosova in developing, testing, installing, piloting, rolling-out, training the users, and maintaining the needed developments and/or modifications of transactional e-Services, AI-driven elements, information elements on e-services and physical services related, calendar elements that serve as monitoring, reminder and planning tool for citizens, articles and guides elements, and Content Management System.

5.THE CONSULTANT’S SCOPE OF WORK The engagement of the Consultant in Analysis and Design of the integrated life event services related to the “Death of a relative”, “Moving - Change of Address”, and “Starting a Business” life events will be carried out under the guidance of the Digital Transformation Unit within OPM, and based on the government’s vision and methodology depicted above.

The expected areas of engagement and level of effort are outlined in the following table.

# Methodology Step In Scope Expected Engagement Expected Level of Effort - Total (person-days) Expected Level of Effort - Field (person-days) Expected Level of Effort - Home (person-days) Deliverable Weeks (from contract signing) 1 Death of a Relative 1.1 Initial High-Level Analysis and Definition of a Life Event Yes - Initial Meetings with DTU, AIS and other key stakeholders - Drafting Inception Report which includes initial high-level analysis, and finalized work plan for the next steps - Finalizing Inception Report which includes initial high-level analysis, and finalized work plan for the next steps, based on the government feedback 9 6 3 Inception Report 1 week 1.2 Citizen Journey Mapping Yes - Conduct interviews, meetings and focus groups with the relevant citizen categories and other stakeholders - Draft the Citizen Journey Mapping - Finalize Citizen Journey Mapping based on the government feedback 20 14 6 Citizen Journey Mapping 3 weeks 1.3 Design Thinking Exercise Yes - Organize a 2-day workshop with the representatives of the key stakeholders (including booking a venue, lunch and coffee for up to 30 participants) - Finalize and present the Tested prototypes 12 6 6 Tested Prototypes 5 weeks 1.4 Legal Analysis Yes - Conduct legal analysis of the feasibility of the suggested solutions, and the needs and possibility of amending the existing legislation and/or adopting new legislation - Prepare proposals for amending the existing legislation and/or adopting new legislation 14 6 8 Legal Analysis Report 7 weeks 1.5 Business Process Modeling Yes - Prepare draft AS-IS and TO-BE process diagrams for the services and processes within the life event, and the needed integrations - Prepare final AS-IS and TO-BE process diagrams for the services and processes within the life event, and the needed integrations, based on the government feedback 9 3 6 AS-IS and TO-BE Process Diagrams 8 weeks 1.6 Preparing Content Yes - Collect information, form a knowledge base, compile and prepare a well-structured and user-friendly information content, calendar-view elements, articles and guides 23 10 13 Content Documents 9 weeks 1.7 Functional and Technical Specifications and ToRs for Implementation Yes - Draft functional and technical specifications and ToRs for developments in eKosova, including mockups for UX requirements - Finalize functional and technical specifications and ToRs for development in eKosova, based on the government feedback - Draft functional and technical specifications for modifications in the relevant back-end systems, based on the government feedback - Finalize functional and technical specifications for modifications in the relevant back-end systems, based on the government feedback - Draft functional and technical specifications and ToRs for development of any needed additional system(s), including mockups for UX requirements - Finalize functional and technical specifications and ToRs for development of any needed additional system(s), based on the government feedback - Draft functional and technical specifications for development of any needed APIs for data exchange between eKosova, relevant back-end systems, and new system(s) to be developed - Finalize functional and technical specifications for development of any needed APIs for data exchange between eKosova, relevant back-end systems, and new system(s) to be developed, based on the government feedback 31 7 24 Functional and Technical Specifications; Terms of Reference 12 weeks 2 Moving - Change of Address 2.1 Initial High-Level Analysis and Definition of a Life Event Yes - Initial Meetings with DTU, AIS and other key stakeholders - Drafting Inception Report which includes initial high-level analysis, and finalized work plan for the next steps - Finalizing Inception Report which includes initial high-level analysis, and finalized work plan for the next steps, based on the government feedback 9 6 3 Inception Report 13 weeks 2.2 Citizen Journey Mapping Yes - Conduct interviews, meetings and focus groups with the relevant citizen categories and other stakeholders - Draft the Citizen Journey Mapping - Finalize Citizen Journey Mapping based on the government feedback 15 11 4 Citizen Journey Mapping 15 weeks 2.3 Design Thinking Exercise Yes - Organize a 1-day workshop with the representatives of the key stakeholders (including booking a venue, lunch and coffee for up to 30 participants) - Finalize and present the Tested prototypes 12 6 6 Tested Prototypes 17 weeks 2.4 Legal Analysis Yes - Conduct legal analysis of the feasibility of the suggested solutions, and the needs and possibility of amending the existing legislation and/or adopting new legislation - Prepare proposals for amending the existing legislation and/or adopting new legislation 12 4 8 Legal Analysis Report 19 weeks 2.5 Business Process Modeling Yes - Prepare draft AS-IS and TO-BE process diagrams for the services and processes within the life event, and the needed integrations - Prepare final AS-IS and TO-BE process diagrams for the services and processes within the life event, and the needed integrations, based on the government feedback 9 3 6 AS-IS and TO-BE Process Diagrams 20 weeks 2.6 Preparing Content Yes - Collect information, form a knowledge base, compile and prepare a well-structured and user-friendly information content, calendar-view elements, articles and guides 20 8 12 Content Documents 21 weeks 2.7 Functional and Technical Specifications and ToRs for Implementation Yes - Draft functional and technical specifications and ToRs for developments in eKosova, including mockups for UX requirements - Finalize functional and technical specifications and ToRs for development in eKosova, based on the government feedback - Draft functional and technical specifications for modifications in the relevant back-end systems, based on the government feedback - Finalize functional and technical specifications for modifications in the relevant back-end systems, based on the government feedback - Draft functional and technical specifications and ToRs for development of any needed additional system(s), including mockups for UX requirements - Finalize functional and technical specifications and ToRs for development of any needed additional system(s), based on the government feedback - Draft functional and technical specifications for development of any needed APIs for data exchange between eKosova, relevant back-end systems, and new system(s) to be developed - Finalize functional and technical specifications for development of any needed APIs for data exchange between eKosova, relevant back-end systems, and new system(s) to be developed, based on the government feedback 27 7 20 Functional and Technical Specifications; Terms of Reference 24 weeks 3 Starting a Business 3.1 Initial High-Level Analysis and Definition of a Life Event Yes - Initial Meetings with DTU, AIS and other key stakeholders - Drafting Inception Report which includes initial high-level analysis, and finalized work plan for the next steps - Finalizing Inception Report which includes initial high-level analysis, and finalized work plan for the next steps, based on the government feedback 11 8 3 Inception Report 25 weeks 3.2 Citizen Journey Mapping Yes - Conduct interviews, meetings and focus groups with the relevant citizen categories and other stakeholders - Draft the Citizen Journey Mapping - Finalize Citizen Journey Mapping based on the government feedback 24 18 6 Citizen Journey Mapping 27 weeks 3.3 Design Thinking Exercise Yes - Organize a 2-day workshop with the representatives of the key stakeholders (including booking a venue, lunch and coffee for up to 30 participants) - Finalize and present the Tested prototypes 12 6 6 Tested Prototypes 29 weeks 3.4 Legal Analysis Yes - Conduct legal analysis of the feasibility of the suggested solutions, and the needs and possibility of amending the existing legislation and/or adopting new legislation - Prepare proposals for amending the existing legislation and/or adopting new legislation 16 6 10 Legal Analysis Report 31 weeks 3.5 Business Process Modeling Yes - Prepare draft AS-IS and TO-BE process diagrams for the services and processes within the life event, and the needed integrations - Prepare final AS-IS and TO-BE process diagrams for the services and processes within the life event, and the needed integrations, based on the government feedback 10 3 7 AS-IS and TO-BE Process Diagrams 32 weeks 3.6 Preparing Content Yes - Collect information, form a knowledge base, compile and prepare a well-structured and user-friendly information content, calendar-view elements, articles and guides 29 12 17 Content Documents 33 weeks 3.7 Functional and Technical Specifications and ToRs for Implementation Yes - Draft functional and technical specifications and ToRs for developments in eKosova, including mockups for UX requirements - Finalize functional and technical specifications and ToRs for development in eKosova, based on the government feedback - Draft functional and technical specifications for modifications in the relevant back-end systems, based on the government feedback - Finalize functional and technical specifications for modifications in the relevant back-end systems, based on the government feedback - Draft functional and technical specifications and ToRs for development of any needed additional system(s) , including mockups for UX requirements - Finalize functional and technical specifications and ToRs for development of any needed additional system(s), based on the government feedback - Draft functional and technical specifications for development of any needed APIs for data exchange between eKosova, relevant back-end systems, and new system(s) to be developed - Finalize functional and technical specifications for development of any needed APIs for data exchange between eKosova, relevant back-end systems, and new system(s) to be developed, based on the government feedback 32 8 24 Functional and Technical Specifications; Terms of Reference 36 weeks 6.DELIVERABLES The Consultant should provide the following deliverables: # Deliverable Deadline (from contract signing) Payment (% of total payment) 1 Death of a Relative 1.1 Inception Report 1 week 1.2 Citizen Journey Mapping 3 weeks 1.3 Tested Prototypes 5 weeks 1.4 Legal Analysis Report 7 weeks 1.5 AS-IS and TO-BE Process Diagrams 8 weeks 15% 1.6 Content Documents 9 weeks 1.7 Functional and Technical Specifications; Terms of Reference 12 weeks 15% 2 Moving - Change of Address 2.1 Inception Report 13 weeks 2.2 Citizen Journey Mapping 15 weeks 2.3 Tested Prototypes 17 weeks 2.4 Legal Analysis Report 19 weeks 2.5 AS-IS and TO-BE Process Diagrams 20 weeks 15% 2.6 Content Documents 21 weeks 2.7 Functional and Technical Specifications; Terms of Reference 24 weeks 15% 3 Starting a Business 3.1 Inception Report 25 weeks 3.2 Citizen Journey Mapping 27 weeks 3.3 Tested Prototypes 29 weeks 3.4 Legal Analysis Report 31 weeks 3.5 AS-IS and TO-BE Process Diagrams 32 weeks 20% 3.6 Content Documents 33 weeks 3.7 Functional and Technical Specifications; Terms of Reference 36 weeks 20% 7.REPORTING The Contract Manager shall be the Consultant’s main counterpart on key substantive matters related to this assignment.

The Consultant shall work closely with the DTU and AIS staff. Interaction with related government entities, as well as the development partners providing technical assistance to the GoK in digitalization of services may also be required. The Contract Manager will facilitate the Consultant’s access to the necessary documentary materials as well as access to the key stakeholders for the assignment.

In the Consultant’s working relations with the GoK officials and other stakeholders, the Consultant will be expected to be self-sufficient and conduct himself/herself in the highest professional manner. The reports must be submitted in English and Albanian language in electronic format.

8.TIMING AND INPUTS This assignment is expected to start once the contract is signed by the consulting firm and be completed within a period of 36 weeks.

The Consulting firm is expected to provide minimum 17.8 person-months (p-m) of total input within this period through six (6) key experts with required qualifications to complete the activities listed above through in-country assistance, coordination, reporting and presentations of the analysis and recommendations to the GoK officials, including: KE-1: team leader and senior business analyst; KE-2: software architect; KE-3: stakeholder engagement specialist; KE-4: content specialist; KE-5: legal expert; KE-6: user experience (UX) specialist.

The team should work in Kosovo for a minimum of 7.9 person-months in total during this assignment (KE-1: 3.4 p-m; KE-2: 0.3 p-m; KE-3: 2 p-m; KE-4: 1.2 p-m; KE-5: 0.5 p-m; KE-6: 0.5 p-m). 9.QUALIFICATIONS The Consultant firm must possess, at a minimum, the following: General qualifications: The Consultant firm must be a legally established and registered entity.

The Consultant firm should demonstrate at least eight (8) years of relevant experience.

Demonstrated capacity to engage with public institutions, national and local authorities; Demonstrated experience working with international donors; Specific qualifications: The Consultant firm must have successfully completed at least two (2) projects including business process analysis and design of government or large enterprise services by engaging and coordinating with diverse stakeholders through a design thinking or co-creation process within the last five (5) years (as the main solution provider or main contributor in a joint venture).

Successfully completed projects will be presented through a table listing the name of the relevant assignments, short scope of work, contract start and end dates, country/region, and contact reference (name, e-mail, phone number).

Excellent project management skills, including quality assurance of work products; ability to deliver high-quality outputs in a high-pressure multicultural environment; Excellent command of English, with the ability to deliver high-quality report writing, presentation, and communication skills, with experience in communicating and engaging with high-level decision makers in the public sector The Consultants’ Staff CV are NOT subject to evaluation at the shortlisting stage.

The Consultant firm will be selected in accordance with Quality-and Cost-Based Selection (QCBS) method set out in the World Bank’s Procurement Regulations for IPF Borrowers (July 2016, revised November 2017, August 2018, November 2020 and September 2023).

The Consultant firm must ensure that the key experts who will perform the listed activities possess the following qualifications: KE-1: Team Leader and Senior Business Analyst (7.5 person-months; 3.4 p-m onsite and 4.1 p-m remote) At least a Bachelor’s degree in systems engineering, computer science, information technology, computer engineering, management information systems, or equivalent.

Minimum eight (8) years of relevant professional experience. Successful completion of at least three (3) relevant projects over the past eight (8) years, covering business process analysis, service design, or digital transformation in government or large enterprises. At least five (5) years of demonstrated experience in business process analysis and service design.

At least five (5) years of project management experience, including leading multidisciplinary teams and coordinating with diverse stakeholders. Possession of a recognized certification in business process analysis or service design, or proven track record of applying structured methodologies (BPMN, design thinking, or service journey mapping).

Demonstrated technical and team leadership skills, with experience engaging senior government or enterprise leadership. Excellent communication, facilitation, and stakeholder engagement skills. Strong analytical/problem-solving abilities, with the capacity to make recommendations in complex or ambiguous environments. Fluency in English (written and spoken).

KE-2: Software Architect (1.6 person-month; 0.3 p-m onsite and 1.3 p-m remote) At least a Bachelor’s degree in systems engineering, computer science, information technology, computer engineering, management information systems, or a closely related field. Minimum six (6) years of relevant professional experience in software development and architecture.

Successful completion of at least two (2) projects in the last seven (7) years involving software architecture design for government digital platforms, interoperability frameworks, or large enterprise systems. At least four (4) years of demonstrated experience in software architecture design, including system integration and API development.

Possession of a recognized software architecture certification, or equivalent proven track record of applying structured methodologies and standards in practice. Demonstrated familiarity with leading digital technologies relevant to modern service delivery, including secure interoperability, and data exchange standards.

Ability to work collaboratively with business analysts, legal experts, and government stakeholders in designing sustainable, scalable solutions. Fluency in English (written and spoken). KE-3: Stakeholder Engagement Specialist (3 person-months; 2 p-m onsite and 1 p-m remote) At least a Bachelor’s degree in public administration, communications, social sciences, management, or a related field.

Minimum five (5) years of relevant professional experience. Successful completion of at least three (3) assignments over the past eight (8) years involving stakeholder engagement, coordination, or partnership development in public sector or donor-funded digital transformation projects.

At least three (3) years of demonstrated experience in designing and facilitating stakeholder consultations, workshops, or co-creation sessions with government institutions, private sector, civil society, and international partners. Proven experience in stakeholder mapping, engagement planning, and preparation of communication materials, ensuring inclusive participation and effective feedback integration.

Demonstrated ability to coordinate inputs from multiple institutions and manage relationships with diverse stakeholders in complex reform environments. Excellent interpersonal, communication, and facilitation skills, with a proven ability to build consensus and maintain productive collaboration. Fluency in English and Albanian (written and spoken).

KE-4: Content Specialist (3 person-months; 1.2 p-m onsite and 1.8 p-m remote) Bachelor’s degree in communication, public administration, media, or related field. Minimum 5 years of relevant professional experience. At least 3 years developing or adapting citizen-facing content for government portals, enterprise services, or digital platforms. Experience with plain language, accessibility, and inclusive communication.

Fluency in English and Albanian (written and spoken). KE-5: Legal Expert (1.5 person-months; 0.5 p-m onsite and 1 p-m remote) At least a Bachelor’s degree in Law. Minimum six (6) years of relevant professional experience in legal analysis, regulatory reform, or related areas.

Successful completion of at least two (2) projects in the past seven (7) years involving legal and regulatory analysis for digital transformation, e-government, or service design. At least three (3) years of specific experience in assessing or drafting legislation related to digital governance, data protection, interoperability, or electronic services.

Proven knowledge and experience with Kosovo legislation and administrative procedures; familiarity with EU acquis and digital single market legal frameworks will be considered an asset. Demonstrated ability to translate complex legal requirements into practical, implementable recommendations for government IT and service design projects.

Strong communication, analytical, and drafting skills, with the ability to work collaboratively with technical and policy teams. Fluency in English and Albanian (written and spoken). KE-6: User Experience (UX) Specialist (1.2 person-months; 0.5 p-m onsite and 0.7 p-m remote) At least a Bachelor’s degree in design, human–computer interaction, computer science, information systems, or a related field.

Minimum five (5) years of relevant professional experience. Successful completion of at least three (3) projects over the past eight (8) years involving UX research, usability testing, or interface design for citizen-facing digital platforms or e-government services.

At least three (3) years of demonstrated experience in conducting user research, user journey mapping, and translating findings into actionable design improvements. Proven experience in creating wireframes, prototypes, and design specifications using recognized tools (e.g., Figma, Adobe XD, Sketch, or equivalent).

Familiarity with accessibility standards, usability principles, and inclusive design approaches for public-sector digital services. Demonstrated ability to collaborate within multidisciplinary teams (content, service design, development) to ensure human-centric and data-driven design decisions.

Strong analytical and communication skills, with capacity to present insights and recommendations clearly to both technical and non-technical audiences. Fluency in English and Albanian (written and spoken). Agency: Strengthening Digital Governance for Service Delivery Procurement method: Quality And Cost-Based Selection Notice type: Request for Expression of Interest Status: Published Value: 432432.0 USD