Project for Contracting with Consulting Firms and Studie:

  • This project focuses on the strategic transformation of the Government Call Center through comprehensive institutional development. OTR is currently supporting the Center in establishing a clear vision, mission, and optimized organizational structure to ensure goal attainment. Key deliverables include a robust staffing framework, policy manuals, and procedural guidelines, informed by a detailed gap analysis. Implementation of a quality management system streamlined processes, and specialized technical committees in digital transformation and communication will drive performance and build institutional capabilities to meet contemporary demands. By providing expert consultations, informed by global best practices, and developing integrated solutions for performance enhancement, OTR is ensuring the Center’s sustainable institutional excellence. Ultimately, this project aims to empower the Center to lead and significantly contribute to the advancement of Libyan governance.

Key Technical Aspects:

  • Institutional Gap Analysis and Assessment: Conducting detailed analyses to identify weaknesses and areas for improvement in the Government Contact Center’s operations and structure.
  • Organizational Restructuring and Design: Developing a new organizational structure, defining roles and responsibilities, and establishing clear lines of authority.
  • Policy and Procedural Manual Development: Creating comprehensive policy manuals and procedural guidelines to standardize operations and ensure compliance.
  • Quality Management System Implementation: Establishing a quality management system to ensure consistent service delivery and continuous improvement.
  • Digital Transformation Strategy and Implementation: Developing and implementing a digital transformation strategy to enhance the Center’s online presence and service delivery capabilities.
  • Technical Committee Formation and Support: Establishing specialized technical committees in digital transformation and communication to provide expert guidance and support.