USAID CEGAH Vacancy: Complaint Handling Consultant

Terms of Reference

Position                                 : Complaint Handling Consultant

Required Task                    :  18

Languages Required          : English & Bahasa Indonesia

Duration of Contract          : 60 days

Working Period                   : December 2018 – July 2019

BACKGROUND 

Based on the Presidential Regulation (Perpres) No. 76/2013 on Public Service Management System, the Government of Indonesia (led by KemenPAN-RB) established SP4N-LAPOR! as an integrated public complaint management system. It’s an official platform developed to handle complaints about public services. USAID has provided a large range of support, including a comprehensive upgrade of the LAPOR! application from version 2.0 to version 3.0. Through a number of feature enhancements and an overhaul of the underlying database structure, the new system is expected to handle a much larger number of complaints.

Currently, the system receives an average of 700 complaints per day, but that figure is expected to climb to 3,000 complaints per day in the future as more government units are integrated into the platform. The upgraded system is also expected to provide access to a greater number of simultaneous users, along with improvements in data visualization, agency structure data management, and independent user management by each agency. Currently, the development of LAPOR! version 3.0 has been completed and will be launched the in early 2019.

USAID CEGAH is also supporting the transition of LAPOR! from KSP to KemenPAN-RB. Full hand-over of the LAPOR! management will be conducted in November 2018, so KemenPAN-RB will fully manage the LAPOR! management, daily operations, and IT maintenance. In this regard, USAID CEGAH will continue to facilitate KemenPAN-RB to smoothen and accelerate this transition process by hiring a complaint handling expert as a temporary solution while KemenPAN-RB is preparing its’ institutional capacity. He/She will assist and advise KemenPAN-RB on the daily management, human resource and organizational aspects, data analysis and reporting, and public campaign strategy of LAPOR!. He/She will also work closely with the LAPOR! IT officer and developer consultants (hired separately) and KemenPAN-RB’s’ LAPOR! admins to ensure an effective teamwork environment. The consultant is also expected to attend and facilitate the LAPOR! regular meetings (among KemenPAN-RB, KSP and Ombudsman RI).

Objective : Support KemenPAN-RB to smoothen and accelerate the transition process of SP4N-LAPOR!

SCOPE OF WORK:

A.    Scope of Work:

1.    Assist and facilitate meetings among KemenPAN-RB, KSP and Ombudsman.

2.    Regularly review the practical implementation of SP4N-LAPOR! SOPs and provide recommendations for improvement.

3.    Regularly coordinate with the IT officer, IT developer, and KemenPAN-RB’s LAPOR! admins and PIC to discuss updates, reviews, and troubleshooting of LAPOR! daily operations, including LAPOR! system integration with existing complaint applications owned by other government agencies, functional position (Jabatan Fungsional) for SP4N-LAPOR! admins, and the readiness of KemenPAN-RB as the host for LAPOR!.

4.    Review, assist, and advise KemenPAN-RB on the LAPOR! dissemination strategy.

5.    Provide recommendations regarding policy, technology development, and socialization to stakeholders to improve SP4N-LAPOR! implementation..

6.    Work closely with the IT consultants and related USAID CEGAH partners working on public campaign and government connectivity to maintain/improve LAPOR! based on the requirements from stakeholders (KemenPAN-RB, KSP, Ombudsman RI).

7.    Assist KemenPAN-RB’s LAPOR! team learn about the daily management and campaign strategy of LAPOR!.

B.   Deliverables:

1.    Monthly report on SP4N LAPOR! implementation

2.    Recommendation on improving SP4N-LAPOR! focusing on policy development, IT development, and dissemination/socialization program

3.    Report on promotional strategy, complete with key demographics, Key Performance Indicators, and appropriate channels.

4.    Final report

C.   Qualifications:

1.    A professional with at least 5 years of experience in Public Policy, Government Complaint Handling System, and public campaign.

2.    Prior experience working with government clients is preferred.

3.    Strong management skills and an ability to work with team or as an individual

 Application should include a CV (including three references) and contact information by November 24, 2018 at the latest. Please send applications to info@msi-cegah.com  Only candidates who have been selected for an interview will be contacted. No phone calls, please.

MSI is an EEO/AA/ADA Veterans Employer.