Terms of Reference (ToR)

Consultancy Service: Capacity building of LGI staffs on Digital Presence

1. Introduction

SNV Netherlands Development Organisation is a not-for-profit development organisation working in the sectors of WASH, Agriculture and Energy through providing advisory services, facilitating knowledge development, networking, strengthening local capacity builders, and carrying out advocacy at national and international levels. Founded in 1965, SNV has built a long term local presence in countries of Africa, Asia, and Latin America. For more information, please refer to our website: www.snv.org

SNV is implementing a program City Wide Inclusive Sanitation Engagement (CWISE) in Southern Bangladesh under the leadership of Local Government Authorities (City Corporations and Municipalities). Over the past 5 years, the program has successfully developed a multi stakeholder coordination mechanism at the local level under the leadership of Local Government Institutions, bringing together local authorities, utility, national agencies, universities, private sector and civil society around urban sanitation. The main objective of the project is to Contribute to adoption of city-wide inclusive safe urban sanitation practices in Bangladesh

The CWISE program is being implemented in 5 Southern cities (Khulna, Jhenaidah, Kushtia, Jashore and Benapole and Gazipur) in Bangladesh. SNV aims to support Local Authorities in Khulna (Khulna City Corporation and Khulna Water Supply and Sewerage Authority) along with Gazipur City Corporation, Jhenaidah, Kushtia, Jashore and Benapole Paurashavas to address service delivery challenges in Faecal Sludge Management (FSM) and advance the development of the sector as a whole, through strategic engagement with Government Agencies (sector Ministry, relevant Departments and their service delivery channels at sub-national level) and partnering with other experienced civil society and private sector organisations working in the sector. The project partners aim to facilitate a decisive shift in sector thinking, culture and practice through close alignment with respected sector agencies and working collectively with government and local partners to address underlying systemic sector issues that limit sector development. The project consists of 6 major components: 1) Sanitation demand creation and behavioural change communication; 2) Strengthening sanitation supply chain development; 3) Improving WASH Governance and multi-stakeholder sector development; 4) Sustainable Finance and Investment; 5) Introducing environmentally safe treatment and re-use technologies; and 6)  Processing documentation for future learning and replication of the interventions in other areas in need.

1.1 Vision 2021 and Digital Bangladesh

Developing digital strategy and online relationship with citizens/customers is critical for achieving service delivery and citizen/ customer satisfaction. Several cities and organisations are struggling to keep pace with the rapidly evolving world of digital economy that involves using internet and electronic devices to profitably engage with citizen/customers and other stakeholders/partners in a timely, relevant, personal, engaging and cost-effective manner.

Government of Bangladesh has launched Vision 2020 that includes a promise of creating Digital Bangladesh. Digital Bangladesh implies the broad use of computers, and embodies the modern philosophy of effective and useful use of technology in terms of implementing the promises in education, health, job placement and poverty reduction. The party underscored a changing attitude, positive thinking and innovative ideas for the successes of “Digital Bangladesh”.

The philosophy of “Digital Bangladesh” comprises ensuring people's democracy and human rights, transparency, accountability, establishing justice and ensuring delivery of government services to the citizens of Bangladesh through maximum use of technology, with the ultimate goal being the overall improvement of the daily lifestyle of general people. This includes all classes of people and does not discriminate people in terms of technology.

The government further emphasized on the four elements of “Digital Bangladesh Vision” which are human resource development, people involvement, civil services and use of information technology in business

The CWIS Approach requires the use of Digital media to engage with citizens. Cities need to understand how the delivery of public services can be enhanced using Digital media. Organisations and cities need to work towards having systems to facilitate e-business and e-transactions. Private and Public sector enterprises need to understand how they can use the digital media to enhance their reach, reputation, share and profits. Social sector needs to understand how they can use the digital media to communicate and connect with a large number of stakeholders to achieve their social objectives effectively.

2. Objective

This programme is designed to help develop the participants into confident and knowledgeable practitioners who would take advantage of digital revolution for organizational excellence. It provides an in-depth coverage of the current tools, techniques, channels and platforms required for creating as well as implementing a digital strategy as well as nominating a Focal persona for communication.
It is delivered in an easy to understand and guided ‘do-it-yourself’ practice based pedagogy to crystallize learning.

As CWISE projects focuses mostly on LGI’s to accomplish and major their activities, this training shall include inter-personal communication and basic knowledge of digital presence for the participants.

Key Objective:

  • Participants will gather basic Communication knowledge and skills to disseminate urban sanitation massages to the audience.
  • Participants will Know how to rapport built by handing media (e-media, print media etc).
  • Enhance interpersonal communication skills of participants.

2.1 Importance of this training

A. Service Process Simplification for Urban sanitation services

Equipping civil servants with a tool to simplify access to public services thereby reducing the time, cost and number of visits (TCV) required for citizens to access them.

B. Paper Less office

Ensuring convenience to citizens through faster movement of files and documents through different layers of government offices, improving service delivery and ensuring accountability.

C. Effective Communication: This training will enhance participant’s inter-personal communication skill.

2.2 Outcomes of this training

Outcome of this training may include (but not limited to) - Ensuring digital presence via Website upload, Electronic and Print media handle. Social media presence, Basic Email Etiquette, Communication ethics/Norms etc.

An Easy to use handbook/tool kit should be provided for participants. Local language is mandatory.

Focus Participants will be able to demonstrate
Communication via digital presence Website upload, website contents etc.
social media uses, Variety of Social media etc.
Communication via Media Press Release for print media, speaking to the press, sharing information etc.
Press briefing for Television media, covering sensitive issues etc.
Basic rules of Communication Ethics of communication, photo policy, Need based approach-Right based approach etc.
Email Etiquette.

3. Contents

The training shall be a combination of lectures, demonstrations and hands-on exercises would be used by trainers and practitioners to deliver the following topics:


  • Internet (Website, Email, directories and listing, search engine optimization, social media, public relations, blogs, online advertising, search engine marketing)
  • Mobile (SMS, MMS, apps, games, web, Bluetooth, QR codes)
  • Digital out of home (Billboards, Print, Dynamic interactive media)


  • Digital strategy framework
  • Digital performance benchmarks
  • Online citizen behavior


  • Social Media Strategy —engaging with target audiences
  • Social Media for Business (facebook, twitter, youtube etc)


  • Branding and Image building
  • Building presence in professional networks
  • Using print media and electric media for press briefing
  • Online reputation management


  • Email Etiquette
  • Communication as human rights
  • Covering sensitive topics
  • Emergency response

4. Profile (Participants)

Total 25 participants, Women are especially encouraged. The programme is most appropriate and arranged for LGI Officials primarily. People who are working in Urban Sanitation are preferred. Women are encouraged from each cities. The participants will attend the workshop on invitation only.

5. Profile (Consultant)

Two Trainer We prefere Female candidates with international exposure  working in communication sector(This is a desirable item not mandatory) is essential for this training with expert level knowledge in Communication, LGI, Development Sector and media.

Resources and working arrangements:

  • The contract with Consultant will be for 60 working days.
  • The Consultant will have to travel to Southern Area (Jashore or Khulna) to provide training.
  • The consultant will be liable for providing hard copy of communication tool kit (Bangla) and training report

6. Venue and duration

The Programme will be fully residential for 2days. The participants are expected to arrive a day before the commencement and may leave after the conclusion of the programme. The venue needs to be located in the southern Bangladesh (Kushtia or Jashore) and arranged by the consultant. SNV may support logistically for local communication.

7. Structure of the Technical Proposal

The following documents may be requested;

  • Financial Proposal

- SNV will make payments to the agency after deducting applicable TAX and VAT in compliance with the Bangladesh govt. vat, tax & excise rules & regulations.
–Consultant firms will be responsible to arrange full training including participants accommodation, food, travel costs etc (if required). SNV May support to find suitable location.

  • Technical Proposals

That should include, but not be limited to, the following:

  • Details of profile

-The nature of business and field of expertise

  • Details of the proposed team for the assignment including

-Trainers experience, skills, capacity
-Kindly Provide names and qualifications/experience of the key personnel who will perform the services

  • Track Record

- Clients for whom you have done similar work
-Outline of similar projects

8. Timeline

 Deliverables/End Product (s) and Time Frame
Time frame
  • Need assessment and training plan developed
5 days of contract 25% of total
  • Short Training course materials developed
1 week of contract
  • Organize/facilitate residential training to nominated participants
2 weeks of Contract 25% of total
  • Compile/review/revise existing communication approaches and tools LGI and make recommendation for strengthening the programme
4 weeks of contract 25% of total
  • Prepare consultancy completion report and present to sub national and national level LGI members including lessons learnt and recommendations
8 weeks of contract 25% of total

9. Report Quality and delivery  

The Consultant will be responsible for effectively and efficiently managing the training, and delivery of the Report, and ensuring the quality of the report.

The Consultant will be responsible for ensuring quality of reports and deadlines
Mentioned above.

10. Application

Interested agencies/consultants are requested to submit their technical and financial proposals below-

Electronic copy of the proposal duly signed should be submitted to bangladesh@snv.org  with the subject line: Consultancy Service: Capacity Building of LGI stuffs on Digital Presence latest by 24, May 2019.

For any query related to the ToR, please email to SAM Husain, BCC Advisor Email: shusain@snv.org to keep CC bangladesh@snv.org