Consultant on Digital Public Service Navigation and Systems Integration

Organizational Context

The Office of the High Commissioner for Human Rights (OHCHR) in Mexico is undertaking a project to enhance inclusive and rights-based service provision for persons with disabilities. This consultancy is part of that initiative, focusing on improving digital access to public services within Mexico City.

Job Purpose

The consultant will design a comprehensive protocol for integrated digital access to public services for persons with disabilities in Mexico City. This protocol will map user pathways, structure services, and define navigation and referral logic across fragmented systems. It will incorporate accessibility and behavioral design to aid informed decision-making and promote access to rights-based services. Additionally, the consultant will produce a technical concept note for a potential digital platform, detailing requirements, feasibility, and costs, including interoperability and procurement considerations.

Responsibilities

Lead the design of a protocol for integrated digital access to public services for persons with disabilities, based on mapping existing policies and services. Develop a structured access model with user pathways across online and in-person systems. Design user journeys for navigating multiple service systems (disability, social protection, care). Define service classification, navigation logic, information presentation criteria, and accessibility requirements. Incorporate behavioral design for informed decision-making and guide users to rights-based services. Identify gaps and barriers in existing digital platforms. Define the functional architecture for the protocol's digital interface. Collaborate with public institutions and stakeholders to validate system logic and ensure alignment. Develop a concept note for a future digital platform, including costing and technical considerations. Produce technical documentation and integrate feedback into iterative versions of the protocol.

Work Experience

A minimum of 7 years of relevant professional experience in digital government, public service delivery systems, or designing digital solutions in public or social impact contexts. Experience in system integration, interoperability, or service navigation design across multiple institutions is highly desirable. Experience with accessibility standards and inclusive design is also preferred.

Skills

System integration, interoperability, service navigation design, user-centered access models, service design, user journey mapping, accessibility standards, inclusive design principles, behavioral design approaches, stakeholder engagement, digital government, public service delivery systems.

Explore related opportunities