Management Systems International, Inc
Strengthening Integrity and Accountability Program 1 (SIAP 1)
Position
2. Consultant to develop SOP on the National Public-Service Complaint System (SP4N)
Languages Required : Indonesia
Duration of Contract : (see below)
Working Period : April – June 2016
BACKGROUND
The Government of Indonesia continues its efforts to improve the quality of public services. One of them is to provide access to the public to deliver its complaints on public services provided by public institutions, as stated in Law Number 25 year 2009 on Public Services. President has enacted the President Regulation (Perpres) Number 76 Year 2013 on the management of public services, which stipulates the establishment of the National Public-Service Complaint Handling System (SP4N), an integrated system of public complaints of all government institution in regards to the public services. KemenPANRB, ORI, and the Office of the Presidential Staff (KSP) is working together to improve LAPOR (the complaint channel developed by UKP4) which has been declared by KemenPANRB as the national online public service complaint system, using a new brand: LAPOR!SP4N. LAPOR!SP4N will be managed in coordination between the Office of the Presidential Staff (KSP), KemenPANRB, and ORI.
These 3 parties also have been working together to conduct socialization on LAPOR! - SP4N to some ministries. Each produced their own presentation materials according to their role in the LAPOR!SP4N. However, it is acknowledged the necessity to develop one and integrated training material on how to install and operate the LAPOR! - SP4N -by merging all existing documents- and present it into a comprehensive and user-friendly documents. The training module would be used for the upcoming training to local governments under SIAP 1 support. In addition, a Standard Operating Procedure (SOP) is also needed to set the workflow for the complaint handling procedures and the rule for each agencies (KemenPANRB, ORI, KSP) under the SP4N.
In this regards, MSI SIAP-1 is keen to provide support to develop a training module on LAPOR!SP4N and a SOP on integrated complaint handling among those 3 government agencies. MSI will recruit one consultant to develop a training module on adoption of the LAPOR!SP4N for government offices, and one consultant to develop the workflow mechanism of SP4N. Both consultants will to work together as a team to produce the module and SoP.
SCOPE OF WORK:
A. Objective:
1. Develop a training module and user-manual to guide government officials in adopting, installing, and operating LAPOR! - SP4N
2. Develop a SOP on LAPOR!-SP4N, including the introduction to policy and procedures, workflow mechanism, and other guideline needed in implementing the SP4N.
B. Activities:
1. Consultant for Module on LAPOR!SP4N (18 days)
1.1 Three (3) days for:
a. Conduct desk review of the existing public service law and regulations and other related documents
b. Meet and brainstorm with KSP, KemenPANRB & ORI's representative, and MSI Consultants to gain a better understanding of SP4N and determine the expected output of the module
1.2 Two (2) days for:
a. Draft a proposed outline of the content/curriculum and training module
b. Present the outline to the beneficiaries and MSI SIAP-1
1.3 Eleven (11) days for:
a. Draft a module and user-manual based on the approved outline
b. Present the draft to the beneficiaries and MSI SIAP-1
c. Revise the module and user-manual based on the beneficiaries feedback
d. Present the final module and user -manual for beneficiaries and MSI SIAP-1 approval
1.4 Two (2) days for:
a. Deliver workshop to KSP, KemenPANRB and ORI staff with the knowledge, skills required to effectively deliver the module to targeted audience.
b. Write final report that highlights achievement, recommendation and action plans.
The user-manual must (at least):
· Explain the policy related to the Law and Regulation of the National Public-Service Complaint System (SP4N) and its significance to the public service improvement
· Provide the guideline for government officials to adopt, install, and operate LAPOR! - SP4N.
DELIVERABLES:
1) Desk review on the public service law and regulation
2) Outline of the content/curriculum of the module and user manual
3) Draft module and user-manual presented to beneficiaries
4) Workshop report, including workshop materials (presentation slides and handout)
5) Final Module and user-manual (include training module schedule, presentation and instruction materials) approved by beneficiaries and MSI SIAP-1
6) Final report that highlights achievement, recommendation and action plans
* All deliverables should be branded according to the SIAP-1 branding & marking requirement
2. Consultant for SoP on LAPOR!SP4N (12 days)
2.1Two (2) days for:
a. Together with module consultant, conduct desk review of the existing public service law and regulations and other related documents
b. Meet and brainstorm with KSP, KemenPANRB & ORI's representative, and MSI Consultants to gain a better understanding of SP4N workflow
2.2 One (1) days for:
a. Draft a proposed outline of the SoP
b. Present outline to the beneficiaries and MSI SIAP-1
2.3 Seven (7) days for:
a. Draft a SoP based on the approved outline
b. Present the draft to the beneficiaries MSI SIAP-1
c. Revise the SoP based on the beneficiaries feedback
d. Present the final module for beneficiaries and MSI SIAP-1 approval
2.4 Two (2) days for:
a. Together with the training module consultant, deliver workshop toKSP, KemenPANRB and ORI staff with the knowledge, skills required to effectively deliver the module to targeted audience.
b. Write final report that highlights achievement, recommendation and action plans.
DELIVERABLES
1) Desk review on the public service law and regulation
2) Outline of the SOP
3) Draft SOP
4) Final SOP
5) Final report that highlights achievement, recommendation and action plans.
* All deliverables should be branded according to the SIAP-1 branding & marking requirement
QUALIFICATIONS
1. Individual/personal consultant
2. An advance degree in political or social sciences, public policy, development, international relations or a related discipline
3. Have at least 5 years of experience in developing module/ training module
4. Have good understanding on Public Service Law and Complaint Handling Systems
5. Experienced in designing and delivering training
6. Have an experience working with government agencies is preferred
Please send your application indicating “Develop Training Module” for Consultant to Develop Training Module on LAPOR-SP4N and “Develop SOP” for Consultant to develop SOP on the National Public Service Complaint System (SP4N) as the subject of your email no later than March 31, 2016. Only short listed candidate will be contacted.
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