Terms of Reference - Social Protection MIS and Quality Assurance Expert

Background and Rationale

Over the past few years, ILO has provided extensive technical assistance to the Lebanese government and social partners to strengthen the country's social protection system and institutions. This has led to significant reforms, beginning with the adoption of law 319 for the establishment of a pension scheme for private sector workers at the National Social Security Fund (NSSF), in addition to the approval of a National Social Protection Strategy (NSPS), and the launch of a National Disability Allowance (NDA).

In 2024, and under the framework of the project on “Addressing life-cycle vulnerabilities through social protection – Establishing Social Grants in Lebanon” funded by the EU, and the project on “Supporting Social Security and Institutional Reforms towards a Strengthened Social Protection System in Lebanon” funded by FCDO, the ILO initiated technical assistance to support the implementation of these policy reforms. With the NSSF and social partners, the ILO supporting the implementation of the new pension scheme, which requires a revamping of the fund’s business processes, assessing digital readiness and designing the new scheme’s management information system (MIS). Furthermore, ILO has been working with MOSA to support the delivery and institutionalization of the NDA through the Rights & Access (R&A) program, which already delivers essential services to persons with disabilities, including disability cards, referrals to assistive devices and specialized care. An assessment of the Rights and Access Information System (RAIS) was conducted, recommending an upgrade aimed at streamlining service delivery, reducing the burden on persons with disabilities, and digitizing processes for greater efficiency and accessibility.

Following the recent escalations in the country that started in mid-September 2024, the ILO Social Protection team has dedicated efforts and resources towards the emergency response, building on previous investments in developing national systems and capacities. ILO’s nexus interventions aim to support immediate and short-term needs of vulnerable population groups while capacitating national institutions and systems, in a way that would ensure longer-term support and recovery. This is in line with ILO’s mandate in building sustainable systems and driving structural reforms within public institutions to strengthen the resilience and efficiency of Lebanon’s social protection system.

These efforts involve support to the NSSF's Sickness and Maternity branch and require the development of their health information system to streamline claims processing and provider payments.  Concurrently, ILO’s work with MOSA is ongoing to support the R&A program in data verification of new beneficiaries for emergency cash assistance and will include technical assistance to MOSA across the cash assistance cycle.  Engagement is also ongoing around the development of an Emergency Social Protection (ESP) platform by MOSA.

In light of the above, and under the framework of the above-mentioned projects, the ILO is seeking a Social Protection MIS and Quality Assurance Expert to support emergency response efforts in the short-term, as well as the ongoing interventions as the situation stabilizes.

Scope of Work

The consultant will provide expert advisory support on Information and Communication Technology (ICT) and digital transformation necessary to the successful execution of ILO’s ongoing Social Protection initiatives. The consultant will play a key role in analysing, designing, and ensuring the quality of MIS support for public social protections services, within ILO interventions, and will also contribute to the development of new technologies.

It is important to note that while the scope of work is outlined comprehensively, it is not exhaustive. The dynamic nature of this work in the context of social protection reforms in Lebanon may necessitate addressing ad-hoc technical related tasks that emerge during the course of implementation. The consultant is expected to demonstrate adaptability and responsiveness in addressing these unforeseen challenges.

The envisioned scope of work includes, amongst others, the below activities:

1. Contribute to IT diagnostic and to define non-functional and quality drivers for the implementation of new information systems and software:

1- Identify critical software qualities (usability, modifiability, maintainability, development efficiency, performance, security)

2- Determine other specifications for software development (web technologies, accessibility, open source or proprietary limitations etc) in conformity with national and enterprise constraints

3- Define options for software technology and hardware considering open-source and proprietary options to recommend the best choice based on quality drivers, institutional capacities and total cost of ownership (purchase cost, licence over time and maintenance costs).

4- Advise on connectivity and access enhancement between field and central offices to streamline processes ​​​​​​​

5- Assess the feasibility of deploying necessary software and secure access on remote devices, including infrastructure needs.​​​​​​​

6- Consider software and data storage and security (crisis backup systems…)

2. Contribute to the review of operational requirements for management information systems considering specific policy objectives and needs

3. Consider software architectures including system and function requirements

• New customized software applications
• Modifications to existing MISs for better integration, ensuring alignment with policy and operational strategies and road maps,
• Advise on establishing efficient linkages with third parties including other institutions and service providers, enabling data exchange and integration for better service delivery.
• Consider longer-term and emergency responsive solutions,

4. Ensure quality software architecture and technology documentation

5. Perform and review quality assurance processes during application development (user acceptance, performance and security tests)

6. Ensure all digital solutions meet data privacy and security standards and assess potential cybersecurity risks and recommend safeguards

7. Review project (software aspects) and program management plans (including change management activities including assistance with new business processes and training), provide a budget and timeframe estimates for digitization interventions​​​​​​​

Specifically, the expert will

1. Support discussions, proposal development and review on integration of ILO-supported digitization interventions, such as the R&A MIS upgrade, with the vision for a unified registry.  
2. Provide technical backstopping to the ILO and national institutions during the design, development and implementation stages of digital interventions.
3. Conduct written technical review of proposals and delivered reports, and support in drafting ToRs, in relation to the above-mentioned technical assistance.
4. Support capacity building and training by identifying skill gaps within public institution involved in these initiatives. Develop, review and/or deliver training material.
5. Assist the ILO social protection team:

• Coordination of Agile project management interventions
• Assist monitoring the implementation of digital solutions by establishing KPIs for digital projects
• Conduct periodic reviews ensuring projects stay on schedule and within budget.

Timeline and Deliverables

The consultancy will commence on January 10^th, 2025, and conclude on June 30^th, 2025, for a maximum of 77 working days.

Qualifications and Selection Criteria

The consultants should have the following qualification and experience:

• Bachelor’s degree in computer science, Information Technology, Software Engineering, Information Sciences, or a related field. 
• At least 10 years of experience in digital technology within the ICT industry, including a minimum of 5 years as a hands-on system analyst or system testing.
• Experience in public sector projects in Lebanon is highly desirable. 
• Proficiency with automated testing tools for performance, functionality, and security testing. 
• Comprehensive understanding of digital principles and their application in creating user-centered, sustainable digital technology solutions. 
• Solid knowledge of user experience design, user journeys, and database design in line with software industry standards. 
• Strong experience in conducting business process reviews, performing functional gap analyses, and developing system solutions, particularly for public sector programs. 
• Excellent interpersonal, organizational, and time management skills. 
• Effective communication, negotiation, and relationship-building abilities. 
• Background in software development with different programing language, and SQL Server relational database management systems. 
• Extensive knowledge of data processing, hardware platforms, and enterprise software applications. 
• Technical experience in systems networking, databases, web development, and user support. 
• In-depth knowledge of Management Information Systems (MIS) or other relevant information systems. 
• Contributing to broader business growth, including providing support in bid development. 
• Fluent in English. 
• A master’s degree in a computer-related field is preferred. 
• International work experience in developing countries, performing similar tasks, is a strong advantage. 
• Understanding of digital principles and how to apply them to create user-centered and sustainable digital technology solutions. 
• Knowledge of social protection systems. 
• Proficiency in Arabic is highly desirable