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Vacancies (20)
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Senior Business Analyst / Service Designer (Monitoring & Digitalization of Social Services Workflows)Employer NASP |
| Information on vacancy | |
| Period of publication | 27.02.2026 - 16.03.2026 |
| Field of activity / position: |
IT and WEB projects / Consultant analyst |
| Duties | The objective is to provide NASP with a comprehensive package of business analysis materials for the digitalization and monitoring of the activities of the Inson Centers, including the development of a system architecture that covers: • Mobile application for social workers • Web panel for social workers • Web panel for supervisors • Web panel for operators • KPI platform for Inson staff • Tracking platform for Inson staff • ERP platform for Inson staff • CRM platform for Inson clients • Situational management platform • Document management platform • Task management platform • Monitoring platform Responsible Use of Automation and Data The Consultant shall incorporate responsible use principles into the system design and documentation. In particular: • Automated or analytical functions shall support, but not replace, professional judgement of social workers and supervisors. • The system shall not profile or rank individual citizens in a way that directly determines access to services or benefits. • Any alerts, flags, or recommendations generated by the system shall be subject to human verification before administrative action. Task 1. Analysis of the Current State of Processes (AS-IS Analysis) of "Inson" Centers The Consultant shall conduct a comprehensive analysis of the current operational processes of the "Inson" Social Service Centers and Social workers, covering all key categories of activities, including but not limited to the following: Documentation Processes • Preparation of official documents and referrals; • Formulation of decisions and conclusions; • Development of individual support or service plans; • Preparation of reports and analytical materials. Field Processes • Home visits and on-site assessments; • Monitoring visits; • Participation in court hearings; • Outreach and mobile receptions; • Visits to social service institutions and partner organizations. Organizational and Administrative Processes • Internal meetings and coordination sessions; • Zoom and other online meetings; • Inter-agency coordination meetings; • Trainings and capacity-building activities; • General administrative and managerial activities. • Scope of Consultant's Responsibilities Within this task, the Consultant is expected to: • Conduct interviews, direct observations, and process-mapping sessions with relevant staff and stakeholders; • Develop AS-IS process maps; • Identify process inefficiencies, bottlenecks, duplications, and non-digital or manual process segments; • Analyze gaps in data collection, data quality issues, and weaknesses in monitoring and reporting mechanisms; • Document user roles, responsibilities, workloads, and task volumes across different process stages. Task 2. Service Design & TO-BE Digital Workflow Architecture Design a future-state service model that ensures full digital traceability of all tasks. Tasks: • Develop TO-BE process maps for categories 1–5. • Define digital triggers for field tasks (GPS, checklists, QR codes, time trackers). The Consultant shall define purpose limitation rules for field data collection. GPS coordinates, timestamps, QR confirmations, and photographic evidence shall be used solely for confirming service delivery and process transparency and shall not be used as the sole basis for evaluating staff performance. • Design digital templates for paper-based tasks (referral forms, decisions, reports). Identify necessary user journeys for: • Social worker • Supervisor • Manager • Customer/citizen (if applicable) • Develop service blueprints combining people, processes, technology, and evidence capture. • Design TO-BE workload distribution logic. The TO-BE workflows shall include procedures for human review and appeal in cases where automated flags or inconsistencies are detected. Deliverable: TO-BE Workflow & Service Design Blueprint. Task 3. Analysis of Required Specialists and Budget Estimation Based on Tasks 1–2, develop full functional specifications for a Minimum Viable Product that enables monitoring of all 5 task categories. Requirements must include: The Consultant must review: • Mobile application for social workers • Web panel for social workers • Web panel for supervisors • Web panel for operators • KPI platform for Inson staff • Tracking platform for Inson staff • ERP platform for Inson staff • CRM platform for Inson clients • E-case platform for case management • Situational management platform • Task management platform • Monitoring platform • E-learning platform • Analytics portal for management The Consultant provides recommendations on the following platforms: • E-case platform for case management • E-learning platform Task 4. Preparation of the Project Terms of Reference (ToR) Data Model: • Entity-relationship model for all task types • Automated assignment of tasks by category to the responsible staff member • Platform integration • Metadata requirements • Evidence storage logic (GPS, photos, files) The Consultant shall define data retention policies and access restrictions for personal and field data, including role-based access control and audit logging of all access and modifications. Personal data (including geolocation and images) shall not be used for training machine-learning or predictive models unless explicitly authorized by NASP and supported by a valid legal basis and appropriate safeguards (e.g., anonymization or aggregation). KPI Framework: • Define KPIs for paper-based, field, and organizational tasks, such as: • Time to complete • Number of tasks per category • Fieldwork ratio • Travel time vs. work time • Quality indicators (based on checklists) • Compliance indicators System-generated productivity indicators shall be interpreted as management support tools only and shall not be used as the sole basis for disciplinary decisions without managerial review. Non-functional Requirements: • Performance requirements • Localization • Security and access control • Audit logging • Availability • Offline mode for mobile application • Scalability for 10,000+ users • Maintain audit logs of automated recommendations and alerts; • Provide traceability from dashboards and summaries to underlying data; • Allow administrators to review how automated indicators or alerts were generated; • Support monitoring of data quality and inconsistencies. Deliverable: Data & KPI Framework Document. Task 5. Preparation of Final Project ToR for Software Development Vendor Prepare a procurement-ready ToR for the future system integrator/developer. The ToR must include: • Background & objective • Detailed scope • Functional requirements • Non-functional requirements • Technical & API requirements • System architecture expectations • Roles and permissions structure • Acceptance criteria • Phasing and implementation roadmap • Reporting requirements • Deliverables matrix • AI and analytics governance requirements, including data use limitations, human-in-the-loop decision making, and safeguards against automated eligibility determination. Deliverable: Final Project ToR Document for MVP Development. III. Expected Deliverables and Tentative Timeline The Consultant is expected to deliver the following outputs: 1. Inception Report and Work Plan – within 2 weeks from contract start. 2. AS-IS Analysis Report– within 2-4 weeks from contract start. 3. TO-BE Blueprint & Service Design– within 4-8 weeks. 4. FRS + Data & KPI Framework– within 8-14 weeks. 5. Final Project ToR for Development Vendor– within 14–18 weeks 6. Development and maintenance – within 18–22 weeks 7. AI Readiness and Data Governance Annex – including inventory of available data features, indicator definitions, data quality thresholds, and governance requirements for future system development. A Project Management and Troubleshooting deliverable may be included, with a potential duration of up to four (4) months. The exact scope, timeline, sequencing, and milestones of this deliverable shall be defined and agreed upon in the Inception Report. |
| Requirements to the candidate | |
| Age: | Irrelevant |
| Gender: | Irrelevant |
| Residence: | Irrelevant |
| Education: | Higher |
| Professional requirements | Education • University degree in Business Analysis, Service Design, Information Systems, Public Administration, or related fields. • Professional certifications (CBAP, UX Certification, Design Thinking, Scrum PO) are assets. Professional Experience • At least 5 years in business analysis, service design, process optimization, or digital transformation. Proven experience in: • Mapping and redesigning complex operational processes • Working with field-based service delivery models • Developing functional requirements and ToR for government/social systems • Conducting user research, interviews, and workshops • Experience in social protection, public service delivery, or large NGOs is an advantage. Technical Skills • Strong knowledge of service design methodologies • Familiarity with mobile and web application requirements • Understanding of data models, KPIs, and reporting systems • Understanding of field data collection technologies (GPS, offline mode, QR, evidence capture) Soft Skills • Strong analytical and communication skills • Ability to facilitate workshops with diverse user groups • Excellent documentation and presentation skills • Ability to work independently and meet timelines Language Requirements: • Working language(s): English and/or Russian for meetings and discussions. • All main deliverables (reports, plans, ToR) shall be submitted in English and/or Russian as required by NASP. |
| Working conditions | |
| Region | Tashkent |
| Employment | Full |
| Salary offered | Based on the discussion of the scope of work |
| Extra motivation | Participation in the national digital social protection project implemented by the World Bank in cooperation with the National Agency for Social Protection under the President of the Republic of Uzbekistan |
| Additional information | |
| Additional information: | Estimated level of effort is approximately 6 professional staff-months. Implementation period: about 9 months from contract start. Expected start date: upon contract signature (tentatively March 2026). The detailed Terms of Reference (TOR) for the assignment can be found at the following link: https://docs.google.com/document/d/1nwu-gEAOYrFD3ml-YLutQytr1YhmQ9Et/edit?usp=sharing&ouid=104755491226149341341&rtpof=true&sd=true |
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