National Consultant – Service Designer and Content Manager, Chisinau, Moldova

## National Consultant – Service Designer and Content Manager, Chisinau, Moldova - Organization:UN Women - United Nations Entity for Gender Equality and the Empowerment of Women - Office:UN-Women Moldova UN Women, grounded in the vision of equality enshrined in the Charter of the United Nations, works for the elimination of discrimination against women and girls; the empowerment of women; and the achievement of equality between women and men as partners and beneficiaries of development, human rights, humanitarian action and peace and security. Women's economic empowerment is a cornerstone of sustainable development, inclusive growth, and gender equality. Ensuring that women have access to financial resources, markets, and decision-making processes is critical to advancing the 2030 Agenda for Sustainable Development, for this UN Women signed and MoU with e-Governance Agency (AGE). EVO is the unified government portal and mobile application of the Republic of Moldova, formed in 2026 by consolidating servicii.gov.md and mcabinet.gov.md into a single point of access to public services, operated by the e-Governance Agency (AGE). EVO today is organised around individual services, requiring citizens to know in advance which service and institution they need. Life events reverse that logic: a life event gathers everything a real-life situation requires - what to do, in what order, which institutions, documents, fees and deadlines apply, and which steps can be done online - into one place, in line with Regulation (EU) 2018/1724 (Single Digital Gateway). UN Women scope is to integrate gender responsive aspects in all this. In December 2025, Moldova approved the Methodology on the institutionalisation of life events for citizens and businesses (Order no. 331 of 18 December 2025), which defines the mandatory structure of a life event page, editorial principles, and the process from identification through research, inter-institutional validation, publication and maintenance, assigning final editorial responsibility to AGE. While the presentation framework will exist by December, the Methodology has not yet been run end to end on a real life event. This assignment closes that gap: it applies the Methodology to real life events, tests the result with real users, and leaves eGov able to repeat the cycle unaided. UN Women funds part of this assignment because women disproportionately carry the navigation work around care, social protection, benefits, re-entry to employment and protection from violence; the assignment therefore prioritises life events with a demonstrable gendered burden, tests content with women least well served by digital services, delivers at least one protection life event, and embeds a gendered lens in eGov's standing content process. The consultant works alongside parallel workstreams: the development vendor building the life event page template and reusable components; an external UX/UI designer; the eGov content model and content API in the State Register of Public Services (SRPS); eGov internal development for configuration and publication; and AGE with competent institutions for institutional validation. Editorial authority remains with eGov: per the Methodology, AGE holds final editorial responsibility and decides the published version, while the consultant proposes, drafts, tests and advises. The consultant is expected to combine service/content design expertise with experience of digital public services and a demonstrated ability to apply a gender lens to service or content design. The consultant will report to the Women's Economic Empowerment Specialist, who will provide overall technical guidance and supervision, while the e-Governance Agency will provide oversight of the quality and results of the deliverables. Description of Responsibilities/ Scope of Work Overall objective: Establish and demonstrate a repeatable, user-centred, gender-responsive practice for producing life event content on EVO, evidenced by published life events and by eGov's ability to continue without external support. Success at closure means eGov produces the next life event to the same standard, using the consultant's method, without the consultant. Phase 1 - Evidence and prioritization (September) - Build an evidence-based longlist of life events carrying a gendered burden, drawing on EVO analytics, call-centre queries, CSO consultation and existing UN Women research. - Apply a prioritisation matrix - volume × gendered burden × service complexity × data availability - extended with diaspora and investment criteria so one exercise serves both funding streams. - Reconcile the longlist with the life events already committed under the parallel contract, and propose a single combined shortlist for joint approval. - Define baseline metrics for the shortlisted life events and record the pre-publication baseline. - Specify the field-level content requirements that the life event content model must support, and submit them to the SRPS team and the development vendor's component gap analysis. Phase 2 - Content production (October - November) - Contribute to 4 life events, related to gender equality and women's empowerment, end-to-end as exemplars - research of the normative framework and existing service descriptions; mapping of steps, institutions, documents, fees, deadlines and channels; drafting to v0.1; formulation of clarification questions to institutions; revision to v0.2; support to AGE through inter-institutional validation; and final v1.0. - Coach AGE editorial through the production of the remaining shortlisted life events, providing method, review and quality assurance rather than authorship. - Conduct usability testing of draft content with real users, deliberately including women from rural areas, older women and women with disabilities, and revise the content against what the testing shows. - Log broken or missing service steps revealed by the mapping in a service-gap register. Phase 3 - Institutionalisation and handover (November - December) - Draft a short addendum to the eGov Content Guideline embedding the gendered life-event lens, plus a content review checklist for routine editorial use. - Review published content for plain-language compliance and structural fidelity across Romanian, English and Russian. - Submit the service-gap register to the owning institutions and the eGov service-redesign backlog. - Transfer the method to eGov: working session, documented process, and a worked example the team can follow. The assignment comprises seven deliverables as described below: Expected completion time (due day) D1. Prioritisation and baseline package: work plan; evidence-based gendered longlist of life events with relevance to gender equality and women's economic empowerment; prioritisation matrix applied; approved shortlist D2. Content requirements specification: field-level requirements for the life event content model ensuring that relevant gender equality and women's economic empowerment considerations are reflected, submitted to the SRPS team and the development vendor's component gap analysis D3. Four life events related to gender equality and women's economic empowerment at validated v1.0: per event - research, step and institution mapping, v0.1 draft, clarification questions, v0.2 revision, validation support, final v1.0 November - mid December 2026 D4. Usability testing report and content revisions: two rounds with real users including rural women, older women and women with disabilities; findings; revised content D5. Content Guideline addendum and review checklist: gendered life-event lens embedded in the standing editorial process D6. Service-gap register: broken and missing service steps, submitted to owning institutions and the eGov redesign backlog D7. Closure package: plain-language and structural QA across RO / EN / RU; documented production method; handover session with AGE editorial Consultant's Workplace and Official Travel This is