Consultant on Digital Public Service Navigation and Systems Integration

Result of Service

The consultant will deliver a comprehensive and operational protocol for integrated digital access to public services for persons with disabilities in Mexico City. The protocol will define user pathways, service structuring, navigation and referral logic across fragmented systems, and will incorporate accessibility and behavioral design considerations to support informed decision-making and promote access to rights-based and community-based services. The consultancy will also provide a technical concept note outlining the requirements, feasibility and estimated costs for the potential development of a digital platform based on the protocol, including considerations related to interoperability, institutional coordination and public procurement frameworks.

Work Location

Mexico City, Mexico

Expected duration

01/07/26 - 31/12/26

Duties and Responsibilities

The consultant will work under the supervision of OHCHR Mexico. The consultancy is part of a broader project aimed at strengthening inclusive and rights-based service provision systems for persons with disabilities in Mexico City, in line with the Convention on the Rights of Persons with Disabilities (CRPD). The consultant will lead the design of a protocol for integrated digital access to public services, based on the mapping of existing policies, services and referral systems. The protocol will define how fragmented systems can be structured, navigated and presented through a user-centred digital interface. Enter specific tasks/key deliverables the C/IC will contribute to: • Translate the findings from the mapping of public policies, services and referral systems into a structured access model, including user pathways across systems (both online and in-person) • Design user journeys that enable persons with disabilities and caregivers to navigate across multiple service systems (e.g. disability, social protection, care and support) • Develop a protocol defining: o classification and structuring of services o navigation and referral logic o criteria for presenting information to users o accessibility and inclusion requirements • Incorporate behavioral design approaches to support informed decision-making and guide users towards rights-based and community-based services • Identify gaps, fragmentation and barriers in existing digital platforms and administrative systems from a user access perspective • Define the functional architecture required to operationalize the protocol through a digital interface • Participate in technical and coordination meetings with relevant public institutions, service providers and stakeholders to validate system logic and ensure institutional alignment with: o Instituto de las Personas con Discapacidad (INDISCAPACIDAD) o Agencia Digital de Innovación Pública o Relevant service providers (including UTOPÍAS, PILARES, DIF) o Private sector service providers • Identify opportunities and constraints for interoperability and data exchange between existing systems • Develop a concept note for a potential future digital platform, including costing, technical considerations and alignment with public procurement frameworks in Mexico City • Produce technical documentation of the protocol, including system architecture, user flows and integration logic • Incorporate feedback from OHCHR and institutional counterparts into iterative versions of the protocol • Integrate findings from an existing diagnostic study of the current App CDMX, identifying gaps and opportunities in service provision. • Ensure compliance with accessibility standards and inclusive design principles.

Qualifications/special skills

Advanced university degree (Master’s degree or equivalent) in Information Systems, Computer Science, Public Administration, Public Policy, Digital Government, or a related field. A first-level university degree in combination with qualifying experience may be accepted in lieu of the advanced university degree. Minimum 7 years of relevant professional experience in digital government, public service delivery systems, or design of digital solutions in public sector or social impact contexts. Experience in system integration, interoperability, or service navigation design across multiple institutions is highly desirable. Demonstrated experience in the design of digital solutions or systems in public sector or social impact contexts Experience translating complex service delivery or policy environments into user-centred access models or service navigation frameworks Experience working with multiple stakeholders, including public institutions, in the design or implementation of digital or service delivery solutions Experience in digital government, public service delivery systems, or social protection, care and support, or disability-related services Experience in system integration, interoperability, or coordination across multiple digital platforms or administrative systems Experience in service design, user journey mapping, or access pathway modelling in complex institutional environments Experience applying accessibility standards and inclusive design principles Familiarity with behavioral approaches to support informed decision-making in digital environments Experience working in or with Latin America, preferably Mexico

Languages

English and French are the working languages of the United Nations Secretariat. Fluency in spoken and written English is required. Knowledge of an additional official UN language is an advantage. Arabic, Chinese, English, French, Russian and Spanish are the official languages of the United Nations Secretariat.

Additional Information

Not available.

No Fee

THE 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.