Management Systems
International, Inc
Strengthening Integrity
and Accountability Program 1 (SIAP 1)
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 28th, 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.
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