The Ministry of Health and Wellness (MOHW) of the Government of Jamaica seeks proposals from qualified firms (‘the Consultant”) to provide change management and communication expertise to assist with particular emphasis on the project. The firm will be required to assist the Ministry of Health and Wellness (MOHW) with the development of Change Management and associated Communication Strategies particularly for the Inter-American Development Bank (IDB) financed programme entitled the Support for the Health Systems Strengthening for the Prevention and Care Management of Non-Communicable Diseases (NCDs) Programme (HSSP).
1.0 BACKGROUND
The Government of Jamaica has received two loans from the Inter-American Development Bank (IDB) to support the Health Systems Strengthening for the Prevention and Care Management of Non-Communicable Diseases (NCD) Programme. The programme objective is to improve the health of Jamaica’s population by strengthening comprehensive policies for the prevention of Non-Communicable (Chronic) Diseases (NCDs) risk factors and improved access to an upgraded and integrated primary and secondary health network in prioritized areas with an emphasis on chronic disease management, that provide more efficient and higher quality care. This is a hybrid programme with a policy-based operation – a programmatic policy-based loan series (PBP) and an investment loan that will invest in the physical infrastructure and equipment of Jamaica’s health sector.
The Policy-Based Loan will look at the policies that will consolidate regulatory measures to address the preventable causes of NCDs and to reorient health systems to address prevention and control of NCDs through a people-centred primary health chronic care model. The Investment Loan, in turn, will finance activities to consolidate integrated health networks and improve the management, quality and efficiency of health services. The Policy Based Loan will benefit the Jamaican population at-large, while the Investment Loan will have approximately 800,000 potential direct beneficiaries who reside in the catchment areas of the health services networks that will receive investments.
The Investment Programme being implemented by the Ministry of Health and Wellness (MOHW) has two (2) major components and an allocation to support programme administration and evaluation:
Component 1 – Organization and consolidation of integrated health services networks
This component will finance the purchase of medical equipment and the improvement of infrastructure for primary health care services in the catchment areas of three priority hospitals to increase their capacity in health promotion and disease prevention, especially regarding chronic, non-communicable diseases. The investments will focus on strengthening the diagnostic and screening capability as well as the clinical and resolutive capacity of health clinics. This Component will further finance the upgrading and or expansion of three (3) hospitals selected on criteria relating to strategic role in the national hospital network, supply-demand gap analyses, and physical needs assessment. The hospitals will benefit from infrastructure upgrading and or expansion as well as modernization.
Sub-Component 1.1 – Strengthening Primary Care
1.1 The purpose of this subcomponent is to increase the physical capacity for service provision at the primary care level in three (3) priority geographical areas. Approximately ten (10) health centres have been identified to receive investments in medical equipment and infrastructure refurbishment and expansion. The subcomponent will finance:
(i) the preparation of building designs for the construction of new infrastructure on the sites of existing facilities (three centres), expansion of existing structures (four centres), and refurbishing (three centres);
(ii) the physical works required for infrastructure improvement;
(iii) the purchase of medical equipment including essential diagnostic and treatment items for NCDs, such as sphygmomanometers, electrocardiogram machines, pulse oximeters, defibrillators, computerized chemistry machines, etc.);
(iv) engineering services for construction supervision; and
(v) corrective and preventive maintenance of medical equipment.
Sub-Component 1.2 – Increasing the Capacity and Efficiency of Hospital Services
This subcomponent will address urgent needs to enhance patient safety and services in three (3) hospitals whose catchment areas contain the health centres identified in subcomponent 1.1. Financing from this subcomponent will be allocated to:
(i) the building and engineering designs for the infrastructure improvement and expansion;
(ii) the construction in three hospitals according to contracted plans and designs;
(iii) the purchase of medical equipment to raise clinical capacity to partially account for existing demand;
(iv) the purchase of imaging equipment, including computerized tomography machines;
(v) purchase of industrial style laundry machines;
(vi) construction supervision services; and
(vii) the design and implementation of a corrective and preventive equipment maintenance programme.
Component 2 – Improvement of Management, Quality and Efficiency of Health Services
This component will provide technical assistance to design and implement the Chronic Care Model (CCM) in the participating health services networks; to review and develop care pathways and protocols; and to prepare change management, continuous quality improvement and social media marketing for behaviour change strategies. It will also finance the implementation of the fourth Jamaica Health and Lifestyle Survey. This component will further support:
- the creation of a strong foundation for a digital health ecosystem, including the adoption of standards for interoperability, system architecture, updated governance structure, and other key elements; to Include Digital Literacy and the transfer of paper records to digital format.
- the design and implementation of a sustainable Electronic Health Record (EHR) platform focusing on digitalization of key processes within the improved CCM;
- the strengthening of telehealth/telemedicine/telementoring capacity to include chronic care management, and the establishment of norms and processes for its institutionalization.
- the strengthening of telehealth/telemedicine capacity through the expansion of the Expanded Community Health Outreach (ECHO) model, the inclusion of chronic care in the platform, and the establishment of norms and processes for its institutionalization.
The Loan also supports Programme Administration and Evaluation:
This allocation will support the MOHW in terms of strengthening its institutional capacity for project implementation. It will finance, inter alia, the consultants of the Project Execution Unit (PEU), specialized technical services, independent auditing, as well as surveys and studies regarding the implementation of the programme and evaluation of its impact. The PEU is structured to provide additional capability in the areas of project management, procurement, financial management, infrastructure upgrading, medical equipment specification, and health information technology. Technical and fiduciary staff from the MOHW, will work closely with the PEU specialists so that the MOHW benefits from knowledge transfer and capacity strengthening.
Information systems for health are critical to primary health care and the CCM, as well as complex care. The WHO recognizes the need for information systems for health as part of the Package of Essential Non-communicable (PEN) Disease Interventions for Primary Health Care in Low-Resource Settings. Additionally, research shows that digital tools can make important contributions to the provision of chronic care when patients and providers are connected to share information, compare this information to knowledge found in evidence-based standards, and monitor results through regular feedback and interaction. Adoption of health information technology has produced mortality rate reductions worldwide for complex patients whose diagnoses require cross‐specialty care coordination and extensive clinical information management in hospital settings and improvements in resource allocation efficiency. Health information systems, along with information sharing, have the potential to improve clinical practice by reducing staff errors, improving automated harm detection, monitoring infections more effectively, and enhancing the continuity of care during physician handoffs. A significant number of opportunities exist for the Hospital Information Management System (HIMS) to contribute to savings for both the health system and the Jamaican economy.[1]
Telemedicine and mobile health (mHealth) present possibilities to improve the effectiveness and efficiency of NCD management, which can occur principally in the outpatient setting.
Blue print report
It is an expectation that a blue print report will be produced as part of this consultancy.
The Blueprint report which provides a road map and action plan for the MOHW transformation process. It will guide the transformation of the MOHW Jamaica.
The MOHW is embarking on an Infrastructure upgrades and Digital Transformation of patient care within the Ministry to focus on NCDs in an integrated health services network in thirteen (13) targeted facilities. It is recognised that the current healthcare model has limited scope for expansion and currently it is very hospital centric, the proposed model of care will be patient centered. There is no one organization that has full responsibility for Information Communication Technology (ICT) and related services, which results in a number challenges including:
- Lack of a comprehensive and cohesive approach to solution acquisition, using economies of scale, which often result in the duplication of ICT solutions;
- Fragmented, costly, and inefficient manner in which solutions are implemented;
- Non-integrated or inadequate solutions being implemented; and
- Slow response times, long wait times and inefficiency within MOHW.
With a mandate to provide healthcare services to the entire public sector, MOHW has seen the need to re-structure the current model of care as well as to re-classify health facilities from “types” to “categories”.
The new Model of Care will be required to, inter alia:
- Provide one patient one health care record;
- Upgrade healthcare services;
- Assist in developing technical solutions that meet business needs;
- Ensure that the capacity required for supporting current and future enterprise needs is available;
- Provide innovative solutions and process improvements using proven state-of-the-art technologies;
- Deploy technology that protects individual privacy and provides adequate security to protect individual information as required by law; and
- Identify and address emerging needs for mission critical solutions.
2.0 OBJECTIVES
The objectives of this consulting assignment are:
- To develop a detailed plan for managing the effects of organizational changes necessary for a transformed Healthcare sector that will provide the kind of efficiencies and services that are required and needed by the citizens of Jamaica, and to work with change leaders to effectively include their input into the change management plan.
- To develop and implement jointly with other consultants (Minister of Health, Permanent Secretary, IDB, Planning Institute of Jamaica (PIOJ), Ministry of Finance and Public Service (MOFPS), Information System for Health (IS4H) Lead, ICT Lead, Telehealth Specialist, NCD Technical Coordinator, Project Manager, IDB PEU in particular) an extensive communication framework to deal with the critical and likely controversial transformation elements affecting the new model of care and the project such as the medical and healthcare administrative personnel, ICT staff resource allocation and the reporting relationships.
3.0 SCOPE OF WORK
The scope of this consultancy will cover the following:
- Provide a definitive road map for the change management process with applicable gateways and timelines commensurate with the anticipated impacts of proposed organizational changes; must include the resources required, costs of advertising and will be the firm’s responsibility.
- Review all previous documentation on the status and perception of healthcare and develop a critical assessment of the ICT environment of healthcare in the Jamaican health system.
- Identify through a gap analysis the communication needs stemming from the above steps and recommend a framework for communicating the mitigating measures throughout the various levels of the MOHW organization.
- Utilize the Blueprint report as a guide for developing both the change management plan as well as the associated communication processes. The Consultant must also review previous work on the various healthcare initiatives to develop a concise documentation of weaknesses and threats that are facing the Healthcare environment in Jamaica with particular emphasis on government institutions.
- Highlight the opportunities for improvement of healthcare Processes and Practices building on the strength of the IDB Project Team, the Project Steering Committee and the executive support of the MOHW.
- Collaborate with the PEU/MOHW to develop and implement a communication framework to deal with the critical and likely controversial transformation elements affecting the new model of care focusing on NCDs as well as upgrades to ICT and physical infrastructure. Utilizing staff resource allocation and the reporting relationships through a judicious use of tried and proven techniques to minimize the negative perceptions that may materialize when the “To Be” picture is being implemented.
- Focus on the “silent majority” of stakeholders but also develop coaching and counselling approaches to deal with the “nay” components and establish proper gateways to deal with those staff that may not accept the new model of care as well as any other interventions. The Consultant will leverage the support of those champions for change who are keen on the transformation and change as effectively as possible.
- Submit a draft Final Report that will highlight a before and after analysis and document the lessons learnt that can be used in the continuing the change management process.
- Provide regular Interim Progress Reports as directed by the PEU.
- Liaise with the PEU, MOHW key staff and the Project Steering Committee during the change management and communication process and include the documentation in the final report.
- Ensure that a targeted marketing campaign is implemented to raise public awareness and build understanding of the new model of care and digital foundation for Health.
- Execute and monitor the communication needs of HSSP project in the MOHW.
- Recommend a Comprehensive Media plan for the Project, after the Communication and Public Relations strategy is approved this may include radio advertisement and social media campaign.
- Write and distribute newsletters, feature articles.
- Design and place newspapers ads and advertorials.
- Organize media events, interviews, outside broadcasts, briefings, Think Tanks on an as needed basis.
- Develop and procure posters, brochures, factsheets and other printed materials as required.
- Develop and procure branding items, such as banners and promotional items.
- Plan and coordinate events to engage public on the ICT Authority.
- Design and place
- Conduct photography and video footage of all events and activities deemed official.
- Design and create material suitable for uploading and posting to the MOHW website.
- Produce Monitoring Reports with analytics to track programme effectiveness every three months.
- Develop a Sponsorship Plan to include the relevant and key MDAs of GOJ and the non-government entities.
- Submit an Implementation Plan outlining how all the pieces will work and fit together along with a clear distinction who each activity connects with the other project activities.
- Develop Resistance Management Plan outlining the details of the process and the challenges encountered and how they were rectified.
- Develop a Training Plan outlining the areas to be trained with the target group of key persons along with the budget to implement the training.
- Develop Reinforcement Plan which will outline the key posts/persons that will be targeted and the methodology that will be used and the time period.
4.0 METHODOLOGY
The Consulting firm, through key personnel, is expected to use accepted and proven change management and communication methodologies for carrying out the assignment. The firm should prepare a detailed methodology and work plan indicating how the objectives of the assignment will be achieved. The Consultant firm is expected to work closely with the MOHW/PEU and synchronize activities to complement each other.
The Consultant’s road map for the change management will be translated into a work plan aided by Microsoft Projects showing the allocation of time to each of the key components of the project and detailed scheduling to support the methodology outlined. The Consultant will develop, and supply deliverables as specified in this Terms of Reference (TOR). The Consultant, reporting to the PEU project manager will be expected to relate to all levels within the MOHW.
The PEU will coordinate the review and approval of ALL the documents prepared by the consultant.
5. Reporting and Timeframe
5.1 “Sign-off” Procedure
The PEU/MOHW will work with the Consultant to ensure the deliverables align with the objectives of this assignment. It is also expected that the Consultant will present the deliverables to the PEU/MOHW as agreed in the TOR and contract.
5.2 Variations
All proposed changes to the work plan and deliverables must be discussed with the PEU/MOHW, and where necessary will be submitted for approval to the Project Steering Committee.
5.3 Project Management and Accountability
The Consultant will be accountable to the PEU. The Project Steering Committee will have responsibility for the review and sign off on key deliverables as listed in section 6. In addition to the execution of work outlined under section 4, the Consultant will also be required to submit reports on implementation progress. The Consultant’s Interim Progress Reports will contain, inter alia, the following:
- Overall progress made in the assignment with reference to the TOR, with special reference to progress made in the time period.
- Difficulties, if any, encountered in carrying out the assignment and proposed solutions.
- New areas and issues encountered and the proposed approach to dealing with them.
- An update of the Work Plan and proposed changes, if any.
- Proposed activities for the following bi-monthly time period.
- All advice given within the period.
6. DELIVERABLES
The deliverables under this project are as specified in the table below. All documents submitted must be in conformance to the following minimum standards:
- Follow the draft outline that is to be submitted to, and approved by the Project Team prior to the deliverable being formally submitted;
- Use language appropriate for a non-technical audience;
- Be comprehensive, properly formatted and well presented;
- Provide justifications for all assumptions;
- Be presented live to the Project Steering Committee to allow for feedback and comments;
- Final version of deliverable to incorporate Project Team feedback and be submitted in electronic editable format and two hard copies.
The table below outlines the expected deliverables for each specialist area. The consulting firm may provide a master plan outlining how the overall project will be executed, or provide individual plans for each component.
| Key Deliverables | Performance Standard |
| 1. Work plan/ Implementation Plan | Work plan submitted in agreed format |
| 2. Communication Plan | |
| 3. Gap Analysis Report | Gap Analysis Report completed in agreed format and timeline. |
| 4. Roadmap for Change Management and Communication | The Road Map would be in a flow chart format then translated into a Project Plan submitted in software application compatible with Microsoft Projects within agreed timeframe. |
| 5. Bi-Monthly Interim Reports | Progress reports submitted in agreed format to the PEU. |
| 6. Sponsorship Plan | Plan submitted in agreed format to the PEU. |
| 7. Resistance Management Plan | Plan submitted in agreed format to the PEU. |
| 8. Training Plan | Plan submitted in agreed format to the PEU. |
| 9. Reinforcement Plan | Plan submitted in agreed format to the PEU. |
| 10. Change Management Final Report | Change Management Report completed as per established format and timeframe. |
Payments for the deliverables will be specified in the Contract.
7. QUALIFICATION AND TECHNICAL EXPERTISE REQUIRED
7.1 The Consulting Firm
The consulting firm will be expected to possess individuals that demonstrate the following competencies:
- At least 7 years of experience working with large organizations to deliver on similar scope.
- Should be able to provide evidence of the validity of experience and qualification, including work done for a health care organization.
- At least three years’ experience working in multi-disciplinary organization and a multi-disciplinary project.
- At least 4 years’ experience as a Communications and Public Relations practitioner.
- At least three years’ experience working as a ICT Specialist on a multi-disciplinary project of a similar nature.
7.2 Key Skills/ Qualifications
Of key interest to the MOHW are the key personnel(s) assigned by the Consulting firm to the Project. Specific attention will be paid to the depth of expertise of these individual(s) and their presence and communication capabilities. The consultant firm should have a team with the demonstrated capability directing Change Management and Communication projects successfully, as well as developing strategic initiatives for stakeholder engagement. The team of Consultant(s) is expected to have a comprehensive awareness of the nature of the issues regarding public sector management in general, and transformation to a new health care model specifically.
Skills
The consulting firm will be expected to demonstrate that the key personnel(s) have the following skills:
- Ability to build strong relationships relevant to the development of the organization’s profile and business.
- Ability to evaluate and drive change across the business to translate business requirements into actionable plans and strategies.
- Advanced level stakeholder, negotiation and conflict management skills.
- Ability to work effectively in a complex environment involving rapidly changing priorities.
- Ability to evaluate and drive change across the business to translate business requirements into actionable plans and strategies and, in turn to actual implementation.
- Clear history of relationship building skills with clients.
- Knowledge of change management, communication channel including social media, project management, control and reporting;
- Planning and organizational skills and analytical/logical capabilities.
- The key person (project manager) from the Consulting firm must have excellent Strong interpersonal skills, maturity and good judgment and effective capacity to communicate with a diverse range of individuals and organizations.
- Ability to translate theory, and to tailor implements and embed best practices.
Qualifications
A primary and secondary resource should be identified to ensure project continuity if required.
The Adoption and Change Management Specialist/Consultant
Core Responsibilities
- Oversee and lead any change management projects and develop blue print including the researching, implementation and assessment from start to finish.
- Manage the communications and views internally.
- Create and conduct the coaching and training sessions, including e-learning for various audiences, including customer management and leadership.
- Have an understanding of the objectives and being able to project these in the classes.
- Ensure project goals are met and executed by working with numerous internal resources.
- Mentor and support junior team members and assigning tasks where relevant.
- Build long term relationship with both clients and colleagues.
- Acknowledge and address any client issues and resolve these with the intent of exceeding the client’s expectation.
- Help with and lead any colleague engagement programmes to do with internal change management.
- Identify suitable communication strategies and building on these, reviewing the plans and delivering reports to the executives.
Required Expertise
Academic:
- Bachelor’s degree in Business Administration or Human Resource Management or its equivalent.
- Project Management certification would be an advantage.
Experience, Knowledge and Skills:
- At least 3 years of professional experience in change management or business management consulting, education or related field expertise.
- At least 3 – 5 years of Experience in the Health care and ICT industry highly preferable.
- At least a minimum of 4 years’ experience in Communications, Public Relations and Marketing.
- Ability to demonstrate track record of effective communication with technical and business leaders at all levels within large enterprises.
- Excellent communication skills, strong organizational skills and attention to detail are essential.
- Knowledge of change management principles and methodologies.
The Communications Specialist/Consultant
Core Responsibilities
- Ability to manage long-term communications projects, as well as quick turn-around assignments.
- Ability to analyse business strategies and develop communications plans and programs to meet project needs.
- High-level verbal and written communications skills necessary to consult on communication planning with all management levels and to direct development of marketing materials with project team.
- Must have the ability to prepare and deliver verbal presentations.
- Demonstrated ability in health care services.
- Operate well in a team environment and independently with minimal supervision required.
- Ability to articulate complex situations simply and in an engaging style.
- Outstanding project management skills and ability to deliver projects on schedule.
- Advanced interpersonal skills, including conflict resolution, relationship building and negotiation.
Required Expertise
Academic:
- Bachelor’s degree in communications, public relations, marketing or journalism.
- Project Management certification would be an advantage but not a requirement.
Experience, Knowledge and Skills:
- Proven experience as a communications specialist.
- At least 6 years’ experience in managing web design and content production is a plus.
- AT least 6 years’ experience in copywriting and editing.
- Solid understanding of project management principles.
- Working knowledge of MS Office; photo and video-editing software is an asset.
- Excellent communication (oral and written) facilitation and presentation skills.
- Outstanding organizational and planning abilities.
- Highly motivated, with the ability to work independently, meet deadlines and prioritize multiple tasks.
- Demonstrated management, interpersonal and networking skills; and
- Demonstrated ability to work within a multi-disciplinary and multi-cultural group.
Key Personnel
| Role | |||
| 1. Team Leader | Transformation Expert | ||
| 2. Specialist in Communication | With experience working in the field of Change Management | ||
| 3. Education Specialist | |||
| 4. Medical Informatics Specialist | |||
| 5. Evaluation Specialist | |||
| 6. Technician & Multimedia Personnel | |||
8. COMMENCEMENT DATE AND PERIOD OF EXECUTION
The Consultant is expected to produce the deliverables under this assignment over (24) month duration. It is expected that in developing the work plan, the consultant will identify the number of consultancy days/months required to produce each deliverable.
9. NATURE OF THE ASSIGNMENT
| Type of Consultancy: | Consulting Firm |
| Duration of Contract | 24 months |
| Place of Work: | MOHW |
| Type of Contract: | Fixed Price Contract |
| Payment Responsibility | MOHW Project Office |
| NB: The contract amount includes all costs related (taxes, travelling etc.) to undertaking the consultancy. | |
THE MINISTRY OF HEALTH AND WELLNESS
REQUEST FOR EXPRESSIONS OF INTEREST (Consulting Firm)
Consultancy for the Implementation of Change Management
Institution: Ministry of Health and Wellness
Country: Jamaica
Project: Support for The Health System Strengthening for The Prevention and Care Management of Non-Communicable Disease Programme
Sector: HEALTH
Loan/Credit/Grant No.: JA – L1049
Contract/Bid No.: SHSSP-131-SBCC-CF-2.7.3
Deadline: May 31, 2021
The Government of Jamaica, through the Ministry of Health and Wellness, has received financing from the Inter-American Development Bank (IDB), toward the cost of the Support for The Health System Strengthening for The Prevention and Care Management of Non-Communicable Disease Programme, and intends to apply part of the proceeds for consulting services.
The consulting services (“the Services”) are solicited to develop and implement a detailed change management plan and communications framework for managing the effects of organizational changes necessary for a transformed Healthcare sector that will provide the kind of efficiencies and services that are required and needed by the citizens of Jamaica in the context of the objectives of the Health Systems Strengthening Programme. The consultancy will have a duration of 24 months.
The Ministry of Health and Wellness now invites eligible consulting firms (“Consultants”) to indicate their interest in providing the Services. Interested Consultants should provide information demonstrating that they have the required qualifications and relevant experience to perform the Services. The firm should meet the following criteria:
- At least seven (7) years of experience working with large organizations to deliver on similar scope.
- Should be able to provide evidence of the validity of experience and qualification, including work done for a health care organization.
- At least three years’ experience working in multi-disciplinary organization and a multi-disciplinary project.
Consultants will be selected in accordance with the procedures set out in the Inter-American Development Bank: Policies for the Selection and Contracting of Consultants financed by the Inter-American Development Bank GN-2350-9 and is open to all eligible bidders as defined in the policies.
Consultants may associate with other firms to enhance their qualifications but should indicate clearly whether the association is in the form of a joint venture and/or a sub-consultancy. In the case of a joint venture, all the partners in the joint venture shall be jointly and severally liable for the entire contract, if selected.
A Consultant will be selected in accordance with the Least Cost Selection Method set out in the IDB’s Policies.
Expressions of interest (EOI) must be delivered via the government electronic procurement portal at https://www.gojep.gov.jm by 4:00 P.M. May 31, 2021. EOI will be opened online at 4:15 P.M., May 31, 2021. Firms are therefore urged to commence upload at least two (2) hours prior to the submission time. The Procuring Entity will not be held liable for EOIS not submitted on time due to the late commencement of the upload. Firms must make contact with the Office of Public Procurement Policy at the FIRST SIGN of any technical difficulties: (876) 932-5220,932-5253,932-5246.
All firms who wish to participate in this tender opportunity must first be registered on GOJEP at www.gojep.gov.jm. To register, please select the “Register as a supplier” link from the GOJEP system’s home page. For assistance regarding training, registration, download of tender documents and upload of tender proposals, please contact the Ministry of Finance, the Office of Public Procurement Policy Customer Care Desk at (876)932-5220/932-5246/932-5253/932-5251/932-5244 or e-mail at opppcustomercare@mof.gov.jm.
Further information can be obtained at the address below during office hours, Monday to Friday at 9:00 A.M. to 4:00 P.M.:
Support for the Health Systems Strengthening for the Prevention and Care Management of Non-Communicable Diseases (NCDs) Programme
Ministry of Health and Wellness
Attn: The Procurement Management Specialist
IBM Building 3rd Floor,
52 Knutsford Boulevard,
Kingston 5.
Tel: (876) 633-7433
E-mail: hsspproject@moh.gov.jm