MSI/SIAP 1 Vacancy: (Re-Advertise) Consultant for Assessment of Case Management Systems

Management Systems International, Inc

Strengthening Integrity and Accountability Program 1 (SIAP 1)

Terms of Reference (ToR)

                                                    

Position                                            : Consultant for Assessment of Case Management Systems

Languages Required                 : Indonesia

Duration of Contract                : 25 working days

Working Period                           : March  – April 2015

 

 

BACKGROUND 

Since 2013, MSI-SIAP 1 has cooperated with its Government partners –the Ombudsman (ORI) and the Ministry for Administrative and Bureaucratic Reform (KemenPAN) - in improving their case management systems (CMS). KemenPAN is developing a National Public Complaint Handling System (NPCHS) -an integrated system of public complaints to all government institutions as mandated by the Public Service Decree. The first stage being addressed by KemenPAN is the development of a NPCHS roadmap. The Ministry plans to build on and modify LAPOR, an existing application that was built and operated by UKP4.

ORI seeks to upgrade its case management system (namely SIMPeL) to be well-integrated and compatible with NPCHS. This is especially important since each complaint filed to the NPCHS that has not been resolved within 60 days will be automatically forwarded for resolution by ORI.

As part of MSI-SIAP 1 continued cooperation with ORI, MSI-SIAP 1 will engage a Consultant to assess the Roadmap of NPCHS’s system which is to function as the legal basis of the integrated complaint handling system. The assessment of the Roadmap will contain recommendations on refining the NPCHS in order to be complimentary with ORI’s CMS. In addition, the output will also include recommendations for ORI’s CMS itself in preparing its system to be compatible with the NPHCS, and also include recommendations for improvement of the ORI’s CMS.

SCOPE OF WORK:

A.     Objective:  

Recommendations to improve the NPCHS Roadmap as well as modification of ORI’s CMS to ensure complimentarity

 

B.     Activities:

1.      Ten (10) days for:

a.       Assess and review the Roadmap of SP4N’s system (NPCHS)

b.       Assess and review the existing CMS’s of ORI’s and LAPOR

c.       Meeting with ORI, KemePAN, and other related institution

 

2.      Ten (10) days for:

a.       Drafting initial assessment and recommendations on:

1)     Roadmap of SP4N (NPCHS) in terms of systems, procedure, and technical requirements to enable it meet with ORI SIMPeL systems

2)     Recommendation for modification of SIMPeL to enable it connect to the NPCHS

3)     Recommendation for improvement of SIMPeL to make it more transparent and accessible for the complainer.  

b.       Presenting findings and initial recommendations to the ORI, and MSI

 

3.      Five (5) days for:

a.       Finalization of the assessment and recommendation in modifying SIMPeL based on inputs gathered.

b.       Presentation on the final recommendation to the partner and MSI

 

DELIVERABLES

1)     Assessment and Evaluation of the current Roadmap of the NPHCS and SIMPeL

2)     Recommendation to refine the Roadmap of the NPHCS

3)     Recommendation to modify the CMS based on the assessment of the NPHCS and improvement of the CMS

Qualifications

1) Professional in Complaint Handling System with at least 5 years experience in CHS Consultancy Services

2)    Demonstrated good knowledge, experience and delivered products in CHS or CHS audit.

3)    Good understanding of public services law and law on Ombudsman

4)   Experience in working with Government preferred.

Application should include a cover letter, CV (including three references), current salary, expected salary and available start by February 28^th, 2015 at the latest.

Please indicate ‘Assessment Case Management Systems’ as the subject of your email addressed to recruitment@msi-siap.com. Only shortlisted candidates will be contacted.