Strengthening Government Social Accountability/Accountability to Affected People (SA/AAP) mechanisms in Bangladesh Purpose Different Government entities in Bangladesh have existing accountability and redressal mechanisms and channels such as hotlines, grievance redressal systems, offline and digital platforms. However, these mechanisms are not always fully aligned with the principles of Social Accountability /Accountability to Affected People (SA/AAP). The accessibility, inclusiveness, functionality, and overall effectiveness of these channels/mechanisms vary widely across different duty bearers both in humanitarian and development contexts. UNICEF would like to hire an agency to conduct a comprehensive mapping of government SA/AAP mechanisms, social services and accountability mechanisms under the supervision of UNICEF and the general guidance of the AAP Working Group. The primary objective of this assignment is to conduct a comprehensive mapping of government policies, channels and mechanisms at services delivery and community level for health, nutrition (including agriculture, fisheries etc.), WASH, protection, education, local government services including emergency and humanitarian related supports/services to ascertain their accessibility, inclusiveness, functionality, and overall effectiveness. The assignment will in addition enhance the technical capacity of counterparts and Civil Society Partners to strengthen SA/AAP multi-sectoral coordination to facilitate systematic integration of AAP mechanisms that meets quality standards into policy and services delivery in Bangladesh. The mapping will also explore Right Holders’ perceptions of government SA/AAP and Complaint and Redressal mechanisms including knowledge of its existence, access, relevance effectiveness and quality.    The findings of the mapping will inform actionable recommendations for strengthening SA/AAP implementation and coordination in development and humanitarian contexts. Location Proposed locations for the exercise are - Form coastal-Bagerhat, CHT-Khagrachari, Hard-to-reach Sunamgani, Urban-Dhaka. However, vendors may propose different or other locations if logical. Minimum requirement for the exercise will be to cover the above-mentioned services at City Corporation (1), District (4), Upazila (4) and Union Parishad (8) level.  Estimated Duration The duration of the assignment is 4.5 months. The assignment will commence on 1 November 2025 and must be completed by 15 March 2026 Reporting to Technical Supervisor of this assignment Social and Behaviour Changer (SBC) Manager, UNICEF Bangladesh   1. Background Social Accountability/Accountability to Affected People (AAP) refers to the commitment of humanitarian and development actors to ensure that communities affected by crises or development efforts have a meaningful role in the decisions that impact on their lives. SA/AAP emphasizes transparency, participation, feedback, and complaint mechanisms, and learning from affected communities to improve the effectiveness, relevance, and equity of humanitarian responses, assistance, and services. Bangladesh remains as a hub for national and international civil society organizations (CSOs), development partners, UN agencies and bilateral organizations to actively engage in disaster preparedness, response, and recovery as well as in providing humanitarian assistance when country needs support. The Government of Bangladesh (GoB) has established legal frameworks and recently also invested a lot to improve citizen access to the services related information. Although AAP mechanisms are primarily used by development partners, international NGOs (INGOs), and non-governmental organizations (NGOs) in emergency contexts, their integration into development settings remains limited. This mapping exercise aims to bridge that gap by focusing on identifying accountability mechanisms within government systems in Bangladesh, while also capturing key practices adopted by development partners, INGOs, and NGOs. Guided by the core AAP principles of transparency, participation, feedback, and learning, this initiative will examine existing public service delivery systems that allow citizens, particularly vulnerable and at-risk populations, to provide feedback, offer suggestions, and file complaints. This effort seeks to understand the functionality of the existing systems, modality of client service modality, and utilizing the areas of improvement to strengthen the capacity of duty bearers to enhance the responsiveness of public institutions. Ultimately, the goal is to ensure that the voices of citizens, especially the most vulnerable, are heard, valued, and reflected in the decision-making processes that affect their lives. In the context of Bangladesh’s development trajectory, ensuring accountable governance is a cornerstone of responsive public service delivery. While various government ministries, directorates, departments, and offices have established platforms for citizens to share feedback and raise complaints—such as hotlines, grievance redress systems, and digital platforms, the accessibility, inclusivity, functionality, and effectiveness of these mechanisms vary widely. 2. Objectives, Purpose and Expected Results The primary objective of this endeavor is to conduct a mapping exercise of the accountability and redressal mechanisms that exist in government systems, identify gaps in reference to AAP principles and recommend capacity building. Based on the mapping, design and deliver two batches’ trainings on AAP and complaint feedback response mechanisms for government counterparts and civil society partners at national and sub-national levels to strengthen systematic integration of AAP principles in Bangladesh.  Those allow citizens to provide feedback, complaints, and suggestions regarding public service delivery, citizen rights and service quality using the principles of AAP. Specific Here are the three framed objectives combining similar points: Identify government policies, channels and mechanisms at community and facility level in health, WASH, nutrition, protection and humanitarian related service delivery and assess their accessibility, inclusiveness, responsiveness, effectiveness and quality based on Accountability to Affected Populations (AAP) principles including gaps and challenges. Enhanced capacity of government counterparts and civil society partners to establish and function standard SA/AAP mechanism capacity building resources need to be designed and deliver two batched trainings on AAP and complaint feedback response mechanisms and provide strategic and technical guidance to the national AAP Working Group to strengthen multi-sectoral coordination and knowledge exchange. Enhance coordination within government systems and between humanitarian and development stakeholders by understanding opportunities for sharing information, feedback and complaint, reporting misconduct, and providing recommendations to strengthen accountability mechanisms for equitable access to redress options and improved responsiveness.  3. Description of Assignment The assignment may conduct systematic mapping exercise comprised of desk reviews, unstructured or structured observations, Focused Group Discussions (FGDs), key informant interviews (KIIs), participatory consultations etc. In this process key stakeholders from health, nutrition, education, WASH, local governance, disaster management, and social protection in Bangladesh must be engaged and consulted. They will also be involved in planning, designing and implementing capacity building activities to improve technical understanding and skills of duty bearers to provide services and ensuring citizen rights both for development and emergency. Briefing and consultation meeting with UNICEF and the SA/AAP working groups to understand the context, expectation, and scope of the exercise including methodology and stakeholders’ engagement.  Inception Report includes desk review, methodologies, tools, techniques and workplan with timelines within 1 week of signing the contract. Finalized checklist/tools (including translated in Bangla) and data collection plan within 1 week after the inception report. Conduct mapping exercise completed including sectoral consultation, data collection using the checklist and tools, and analysis, present key findings sharing within 08 weeks of signing contract. The draft mapping report included recommendations for capacity building and further actions within 3 weeks after sharing the key findings and analysis (this report includes the summary conclusions of the desk review wrapped into a comprehensive policy review, list of institutions, service delivery platform and referrals mechanism with capacity analysis, recommendation and scope of improvement). Prepare training outline and schedule on AAP capacity building to the multi-sectoral participants focused both on emergency and development context Support to AAP working groups in validation workshop with well-prepared Power Point presentations on mapping exercise, AAP training outline and multi-sectoral coordination for consultation and national level sharing to validate with the sectors and relevant stakeholders from government, UN bodies, Civil Society and other implementing partners. Final report of the mapping exercise including list of government entities within 2 weeks of receipt of comments by UNICEF technical supervisor, validation workshop and AAP working group. Summary Report (2-3 pages max) with the analysis and prioritized recommendations. Training module/capacity building resource will be developed including power point presentation and conducted two batch training with reports. Completion report needs to be submitted with all deliverables (product and reports) need to submit by the deadline of the contract.   The contracted agency will work collaboratively with the Inter -Agency AAP Working Group ensuring their engagement throughout the process through consultation and technical assistance. The progress of the exercise will be shared by the agency from time to time with the AAP working group members. The final output will be branded as a collective product of the AAP Working Group. Expected outputs/ Scope of Work A mapping document will be available to integrate SA/AAP principles into the different government services. 80-90 participants of government officials (one with Ministry of Disaster Management and Relief) and other stakeholders will be trained at national and sub-national levels and Support AAP working group to continue to strengthen multi-sectoral coordination and knowledge exchange.   4. Deliverables List of deliverables Description Timeline Briefing meeting Consultation meeting with the AAP working group members Just after signing contract Inception Report finalized Inception Report includes desk review, exercise methodologies, research tools, techniques and workplan within 1 week of signing the contract Mapping tools finalized Focused Group Discussions (FGDs), key informant interviews (KIIs), participatory consultations and Community Clients Perception Surveys 1 week after the inception report Draft report, Training outlines and power point presentation submitted Draft mapping report with PPT and findings analysis, and Training outlines for the enhanced AAP capacity of government as preparation of validation workshop within 10 weeks of signing contract Training module/resource for the multisectoral Government officials As scheduled, the training module, session plan with PPT and selected participants from the identified sectors within 12 weeks of signing contract Two batches TOT on AAP 80-90 participants from government counterparts and civil society partners will be trained to establish, implement, and monitor social accountability and AAP mechanisms within 15 weeks of signing contract Knowledge management Two stories on SA/AAP mechanisms benefiting grassroots people in Bangladesh. Withing 16 weeks of signing the contract Final mapping report (max 25 pages) and related documents submitted Incorporated input from SA/AAP working group and feedback from validation workshop within 18 weeks of signing contract   5. Reporting requirements   Inception Report with briefing notes within 1 week of signing the contract. Minutes/report of the consultation and validation workshop after 01 weeks of completion of the event. Report within 1 weeks of completion of trainings. Completion report with Final Report, Power Point Presentation and Abridge version of the report for advocacy at the end of the assignment.   End products 1 - A mapping report on existing AAP mechanism: The report may include Table of contents, list of annexes/figures/tables, etc., list of acronyms, executive summary, introduction and background, methodology, limitations, results and discussion, recommendation, Conclusion. Ideally, the report may not exceed 25 pages.   End products 2 – Training resources on AAP:  This will include detail training sessions, facilitators guideline, presentation, give away materials, pre and post training evaluation document, and report on training.   End product 3 – Report on AAP Working Group activities: Short report on each activity which will be part of the final report.   End product 4 – Knowledge management: Two stories on AAP mechanisms benefiting grassroots people in Bangladesh.   6. Payment Schedule The payment will be made in tranches linked to the deliveries, subject to satisfactory completion and approval: 30% of total fee upon submission of the inception report. Rest of 70% of total fee on submission and approval of final report.   7. Qualification requirement of the company/institution/organization The agency/organisation should have active experience in national service/stakeholders mapping, situation analysis and any other qualitative research providing the services for at least 5 years. Proven experience of working with government system. Proven experience in organizing research and capacity building especially in development in National settings. Demonstrated ability to manage logistics, coordination, and on-site support for field works and trainings. Familiarity with the concept and requirements of SA/AAP, community consultation and engagement evidence generation and analysis for development partners will be considered an asset. Strong coordination and communication skills. Ability to deliver within tight timelines.   The mapping exercise and capacity building should consider following issues Safeguarding – demonstrating the highest standards of behaviour towards participants and contributors Sensitive – to child rights, gender, inclusion, and cultural contexts Openness – of information given, as openly as possible to all involved parties Confidentiality and data protection – measures will be put in place to protect the identity of all participants and any other information that may put them or others at risk. Public access – to the results when there are not special considerations against this Broad participation – the relevant parties should be involved where possible Reliability and independence – the exercise should be conducted so that findings and conclusions are correct and trustworthy