National Consultant – Citizen-Centric Digital Service Design and Implementation

The consultant will provide technical, facilitation, and advisory support for:

• planning and delivery of Co-Design Labs;
• advising government partners during pilot-implementation phases (where approved);
• supporting citizen-awareness activities; and
• preparing evaluation reports and recommendations for scaling up successful practices.

The consultant will work closely with the British Council team, the international facilitator, and focal points from participating government agencies such as DG Health, the Registrar General’s Office, Local Government Division, Department of Education, or similar.

Project objectives

The project aims to enhance transparency, accountability, and responsiveness in public service delivery through improved e-government tools and processes. Implemented by the e-Governance Academy (eGA) and the British Council, the project focuses on three main objectives:

• Enhancing digital interoperability across government ministries, agencies, and departments (G2G).
• Strengthening public sector capacity to improve service delivery (G2E).
• Ensuring efficient, user-friendly digital public services for citizens (G2C).

This initiative addresses challenges such as fragmented e-services, infrastructure gaps, and inefficiencies in public service delivery by advising government agencies on citizen-centric and interoperable digital transformation strategies.

Focus of position

The consultant will focus on preparing workshop notes, facilitation plans, and Co-Design Lab documentation (phase 1); reviewing the Co-Design Lab report and developing an e-service agency-specific proposal based on workshop recommendations within the project scope (phase 1); conducting an interim pilot implementation progress review (phase 2); reviewing awareness campaign materials and organizing district workshops (phase 3); documenting lessons learned and recommendations for scale-up (phase 4); and delivering other outputs as agreed in advance in writing with the project.

Key relationships

Key responsibilities

The assignment will have 4 phased approaches:

Phase 1 – Co-Design Lab (initial commitment)
The contract will initially cover preparation and facilitation of one Co-Design Lab.
Subsequent activities (pilot implementation, citizen awareness, evaluation) will proceed only if the relevant Service-Owner agency formally agrees to pilot service improvements.

Co-Design lab preparation and facilitation (approx. 10 days)

• Support design and logistics of the Lab and coordinate with agency focal points.
• Facilitate group sessions, user-journey mapping, and documentation of results.
• Translate citizen and operator feedback into actionable technical and design recommendations.
• Draft Lab summary report and recommendations for pilot scoping.

Phase 2: Pilot implementation support (approx. 15 days – subject to agency agreement)

• Provide technical and process-design guidance to government counterparts and vendors.
• Support negotiation of pilot scope, milestones, and roles.
• Review implementation progress and identify bottlenecks.

Phase 3: Citizen-engagement and public-awareness activities (approx. 10 days – subject to agency agreement)

• Provide feedback to communication and awareness content highlighting thematic service improvements.
• Deliver workshops for District Policy Forums, youth ambassadors, and CSOs in local communities.

Phase 4: Final report and recommendation (approx. 10 days – subject to agency agreement)

• Gather feedback from users, service operators, and stakeholders.
• Analyse pilot outcomes and lessons learned.
• Prepare a concise recommendations report for replication and scale-up.

Education qualifications

Master’s degree in public administration, Social Sciences, Digital Governance, or a related field.

Required professional experience, knowledge and skills

Essential

• At least 10 years of professional experience in digital public-service development, service design, or public-sector innovation.
• Proven experience in facilitating co-design workshops, design sprints, or user-journey mapping.
• Strong record in curriculum development, training delivery, or capacity-building for government professionals.
• Demonstrated collaboration with public institutions in at least one of the following thematic areas: health, identity management, local government services, or education.
• Excellent communication and analytical skills; ability to produce clear reports in English.

Desirable

• Experience with EU-funded or donor-supported governance projects.
• Familiarity with citizen-feedback tools and service-quality standards.
• Fluency in Bangla for field facilitation and documentation.

For detail, please see the ToR

To apply, please submit the following documents, in PDF format, via email at recruitment.nfe@britishcouncil.org and mdshariful.haque1@britishcouncil.org

• CV highlighting relevant experience.
• Cover letter. Please highlight your expected daily fees in the cover letter.

Please ensure to mark the subject line as: “National Consultant – Citizen-Centric Digital Service Design and Implementation.”

Closing date: 01 November 2025. Note: Only shortlisted candidates will be contacted for the next stage of the recruitment process.