Position : Complaint Handling Consultant
Required Task : 18
Languages Required : English & Bahasa Indonesia
Duration of Contract : 60 days
Working Period : December 2018 – July 2019
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.
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