National Consultant – Information Specialist (Web Development)

Result of Service- Initial Assessment Report; An initial brief assessment report prepared, highlighting existing gaps, urgent needs, intervention logic, and technical requirements. - Complaints Management System; A fully functional and secure complaints management system developed and delivered. - Documentation; Comprehensive documentation, including user guides and training materials, compiled and provided. - Development and Sustainability Report ; A report outlining the development process, along with recommendations for system sustainability and scalability, submitted. - Final Consultancy Report; The final consultancy report submitted, incorporating all outputs and deliverables. Work LocationNairobi, Kenya Expected duration28 February - 30 May 2025 (25 Working Days) Duties and Responsibilities1. Background of the Assignment: As the global guardian of the United Nations standards and norms in Crime Prevention and Criminal Justice, the United Nations Office on Drugs and Crime (UNODC) seeks to strengthen the rule of law through the prevention of crime and the promotion of fair, humane, and accountable criminal justice systems. To do this, UNODC provides Member States with expertise and advice to develop effective and responsible crime prevention strategies and policies and to build the capacity of their criminal justice systems to operate more effectively within the framework of the rule of law, while promoting human rights and protecting vulnerable groups. Within the framework of the Crime Prevention and Criminal Justice Programme, UNODC’s project titled “Programme for Legal Empowerment and Aid Delivery (PLEAD) Phase II, and seeks to “Reinforce the rule of law, improve access to justice, increase efficiency and accountability in the justice system and use of technology as an enabler of justice” while addressing capacity needs and persistent bottlenecks affecting service delivery in the justice sector, advance digitalization to streamline the administration of justice and countering corruption to improve access to justice for all Kenyans, including those at risk of exclusion and marginalization. The PLEAD II component implemented by UNODC targets support to the following institutions in the justice chain (national partners): National Council on the Administration of Justice (NCAJ), Judiciary, Office of the Director of Public Prosecutions (ODPP), Probation and Aftercare Service (PACS), Witness Protection Agency (WPA), Directorate of Children Services (DCS), Ethics and Anti-Corruption Commission (EACC), Kenya Prisons Service (KPS) and National Police Service (NPS). On the other hand, the United Nations Development Programme (UNDP) will support Civil Society Organisations (CSOs) through its flagship Amkeni Wakenya facility. 2. Purpose of the Assignment The Internal Affairs Unit (IAU) of Kenya's National Police Service (NPS) aims to enhance accountability and transparency through digitalizing its Complaints Management System. Supported by UNODC under the PLEAD Partnership, this initiative promotes lawfulness by facilitating citizen complaints, ensuring proper resolution, and supporting police reforms and training. It aligns NPS practices with international standards, fostering fair and responsive law enforcement. 3. Specific Tasks to be Performed by the Consultant: Under the supervision of the Head of the Crime Prevention and Criminal Justice Programme and the PLEAD Programme Manager, the Consultant will: a. Assess Current System Needs: - Consult stakeholders to determine functional and technical requirements. - Identify gaps and opportunities in the complaints management process. b. Design and Develop the Web-Based Platform: - Build a secure, scalable, and user-friendly system for complaint intake, tracking, and resolution. - Ensure compliance with NPS ICT Division requirements, including: - User Experience (UX) & Interface (UI): Responsive, intuitive design for easy navigation. - User Authentication & Access Control: Secure login, role-based access, and an anonymous complaints option. - Complaint Submission & Tracking: Unique complaint ID, real-time status updates, and online statement recording. - Automated Complaint Categorization & Routing: Machine learning or rule-based sorting and escalation. - Workflow & Task Management: Custom workflows, task assignment, and escalation management. - Communication & Notifications: Automated alerts, secure internal messaging, and follow-up scheduling. - Data Security & Compliance: Encryption, audit trails, and adherence to national (ODPC) and international regulations. - Analytics & Reporting: Data visualization, sentiment analysis, KPI tracking, and complaint trend analysis. - Integration Capabilities: API access, CRM and third-party service integration, and automated email/SMS notifications. - Accessibility & Compliance: Web accessibility for users with disabilities, including screen reader support. - Performance & Scalability: Load balancing, quick response times, and long-term system sustainability. - Feedback & Continuous Improvement: User feedback mechanism and a knowledge base for self-help. - Multi-Level Access & Backup System: Secure data handling and adherence to industry confidentiality standards. c. Integrate International Standards: - Ensure compliance with UN Human Rights Due Diligence Policy and global best practices. d. Test and Deploy the System: - Conduct functionality, security, and vulnerability testing. - Ensure seamless integration with IAU and NPS workflows. e. Capacity Building & Handover: - Train IAU personnel on system use and maintenance. - Provide user manuals and documentation for sustainability. Qualifications/special skillsAn advanced university degree (Master’s degree or equivalent) in information technology or in a closely related subject is required; A first level university degree in similar fields in combination with two additional years of qualifying experience may be accepted in lieu of the advanced degree; • A minimum of 10 years of professional experience in information technology, maintenance and administration of software solutions and information systems (web sites, portals, systems, and/or applications) and in planning, design and implementation of software solution or related areas, is required. • Experience in project management related to the implementation of software solutions is desirable. • Experience working with the United Nations or a similar international organization is desirable. LanguagesEnglish and French are the working languages of the United Nations Secretariat. For this post, fluency in oral and written English is required. Knowledge of another United Nations Language is an advantage. Additional InformationNot available. No FeeTHE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.