Position
Required Task : 18
Languages Required : English & Bahasa Indonesia
Duration of Contract : December 2018 –
June 2019
Working Period : 60 days
The
Government of Indonesia (GOI) manages a number of social welfare programs, such
as programs to provide electricity subsidies, food assistance for marginalized
segments of society, social security programs through the Indonesia Health Card
(KIS) and Indonesia Smart Card (KIP), and the Village Fund program. To ensure
that all of these programs run smoothly, the government needs an effective
feedback mechanism to link beneficiaries and bureaucrats, and to link
government officials in the field with those in the central government. While
this feedback mechanism takes on a crucial role in directing social welfare
programming, is also has broader applications for the GOI’s entire public
service portfolio.
As such, Presidential Regulation (Perpres) No. 76/2013 on Public Service
Management System, established SP4N-LAPOR! as an integrated public complaints
management system. SP4N-LAPOR! has since been used as the official platform to
handle complaints about public services. USAID CEGAH has supported important
developments of the LAPOR! application, including a comprehensive upgrade 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 be
capable of handling a much larger number of complaints. Currently, there are
777.036 active users, and institutional accounts for 958 government agencies (548
local government, 34 ministries, 56 non-structural institutions, 116 state own
enterprises, 130 public and private universities, and 130 foreign affairs representatives.
The upgraded system is also expected to be able 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. To date, the development of LAPOR!
version 3.0 has completed, and will be launched in early 2019.
During FY 2019, USAID CEGAH will continue to
support the implementation of LAPOR! by commissioning an overall review of version
3.0, including aspects of user-friendliness, security, and also the readiness
of the application to be used nationally. To follow up on the findings of the review,
CEGAH will also support the development of version 3.1, which will add features
to oversee the Village Funds program, to integrate LAPOR! with the Ombudsman
RI’s case management system, SIMPeL, and to accommodate additional operational needs.
At the same time, USAID CEGAH will continue to support
the LAPOR! transition process from KSP to KemenPAN-RB. Whereas the project’s
previous support focused on LAPOR!’s operational aspects, future support will
focus on its more technical aspects. In regards to this transition phase, KSP
and KemanPAN-RB need an IT expert to ensure that the LAPOR! application (either
version 2 or version 3) can continue to run smoothly during this transition.. This expert is also needed to oversee maintenance,
system integration mechanisms, and improvements to the user experience. To
carry out this work, USAID CEGAH intends to hire an IT Officer in order to
support this transitional process. This
IT Officer will be responsible for leading an IT Developer to enhance LAPOR!,
especially its capacity to receive and process complaints. The IT Officer and
IT Developer will also work side-by-side with the contractor selected to develop
LAPOR! version 3.1.
A. Objective:
This
project is to ensure that the following technical aspects of LAPOR! are well
managed:
1.
Maintenance
and refinement of the existing system
2.
Development
Plan and Feature Requests
3.
Data
management
4.
Non-functional
(IT infrastructure, human resources, etc.)
5.
Other
duties as assigned
Currently,
two versions of the LAPOR! application are running (version 2.0 and version
3.0). While LAPOR! version 3.0 is undergoing final adjustments before its launch,
LAPOR! version 2.0 remains the main version in use by government agencies. In this
regard, the IT Officer will be responsible for maintaining version 2.0, and serve
as a technical counterpart to manage server operations during the data
migration process from version 2.0 to 3.0, as executed by VhiWeb.
The
IT Coordinator will manage an IT
Developer in order to ensure that both versions of SP4N-LAPOR! function as
designed, the transition between the two is executed smoothly, and that needs
for future features are identified and adequately planned.
B. Scope
of Work:
SP4N-LAPOR!
is an online application, therefore, it and the server it runs on require
maintenance to ensure it remains available 24/7.
The IT Officer must able to deliver the following results:
a.
Operations
to minimize downtime affecting SP4N-LAPOR! version 2.0 and version 3.0 and to
rapidly recover functionality following an outage
b.
SP4N-LAPOR!
is able to handle exponential growth
c.
SP4N-LAPOR!
bug finding and fixing
As such, the IT Officer’s scope
of work will cover:
d.
Ensuring
the server’s 24/7 functionality
e.
Creation
of back-ups of the system, and ensuring an ability to restore the system in
case of a crash or malicious attack with minimal downtime.
f.
Coordination
with the vendors selected to develop SP4N-LAPOR! version 3.0 and 3.1
g.
Identification
of bugs in the system, and direct the efforts of the IT developer to fix the bugs.
h.
Periodically
check and report on the non-functional aspects of LAPOR! (including the
adequacy of infrastructure resources, security, and human resources)
2. Development
Plan and Feature Requests ( 5 days)
As with any system, it is
difficult to fully anticipate each and every user need during the design and
development phases. Therefore, LAPOR! needs a way to gather input on
incremental improvements and feature requests from its users. The IT Officer
will create a system to receive and prioritize feature requests from LAPOR!
admin users, and will lead efforts to deliver solutions to top-priority
requests.
At the same time, the IT Officer
is expected to also perform some functions as a systems analyst in order to identify
needs that may have gone unreported but would nonetheless constitute important
improvements to the system.
Expected
Results:
·
A
new system is available to gather and rank feature requests
·
Development
plan for new SP4N-LAPOR! features
·
Specific
project plans for top feature requests
·
Project
management board
Scope
of Work:
·
Create
a system to gather and rank feature requests from LAPOR! admin users
·
Create
a development plan to deliver new features
·
Manage
the creation of these new features by breaking requests down into their
respective technical requirements and development tasks, and coordinate on the
assignment of those tasks to either the IT Developer, or the vendors tasked
with development of SP4N-LAPOR! versions 3.0 or 3.1.
·
Establish
timelines for feature development tasks, and ensure they are completed
accordingly.
·
Prepare/revise
system documentation for every feature that will be developed
·
Provide
recommendations on additional developments/features for SP4N-LAPOR!
2. Supporting
integration with the SP4N-LAPOR! system (20 days)
To make LAPOR! a one-stop
national complaint handling system, the application needs to be integrated with
the local complaint handling channels that many government institutions have
already developed. In LAPOR! version 2.0, this integration has been handled
through an API. However, as version 3.0 was developed, the underlying database
was completely overhauled in order to enhance performance. As a consequence,
the accompanying API — which allows for the integration of mobile apps and
independently developed complaint handling systems — also needs to be updated
to reflect new field and table names.
Local governments have often
struggled to integrate their independent systems with SP4N-LAPOR! despite the
obvious advantages doing so would offer. Therefore, the IT Officer is expected
to summarize these challenges, create easy-to-understand documentation to
explain the integration process to non-technical audiences, and to provide
technical documentation for the API and the API key generation process for
technical developers.
Scope
of work:
·
Identify
common problems GOI entities have faced in the integration process
·
Create
FAQ or other general guidance document to address those common challenges in integration
with SP4N-LAPOR!
·
Coordinate
with GOI institutions to address questions regarding integration with SP4N-LAPOR!
·
Work
with the IT Developer to fix bugs and
add minor features to the API version 2.0 to support integration efforts
·
To
create API version 3..0, and maintain backwards compatibility with 2.0
·
As
part of API 3.0, the IT Officer is also expected to
create/enable a system for the automated creation of API keys, without the need
for static IP addresses, in order to enable the accelerated integration of
independent complaint handling systems.
3.
Assist the GOI to coordinate
with SMS providers to improve the system
(5 days)
SP4N-LAPOR! is currently supported
by a company to handle both incoming and outbound SMS traffic to a variety of
mobile providers, such as Telkomsel, Indosat, XL, etc). These SMS messages form
the bulk of the current traffic on the system and are therefore of vital
importance. The IT Officer needs to coordinate with the SMS gateway provider to
ensure constant functionality and explore potential improvements.
Expected
Results:
·
The
connection from the SMS provider is always active and highly reliable
·
The
engine which translates SMS messages into LAPOR! complaints maintains the
privacy of personally identifying information
Scope
of Work:
·
Coordinate
with the SMS gateway provider to ensure the SMS service is always active
·
Coordinate
with the SMS gateway provider in case errors occur
·
Ensure
SP4N-LAPOR! is properly receiving complaints from the SMS gateway
4. Data
Management ( 10 days)
The SP4N-LAPOR! generates a
significant amount of data that can be analyzed to identify the need for
adaptations and adjustments in government policy. The IT Officer plays a
crucial role with regard to data management and analysis, by proactively
identifying new trends in complaint data, and by responding to requests for
custom analysis or analytical reports. Where current database structures impose
restrictions on the ability to generate useful, timely analysis, the IT Officer
is expected to propose and execute revisions to the database, in coordination
with key stakeholders.
In order to further support
analytical needs, the IT Officer will create a data warehouse to optimize query
performance without affecting the responsiveness of the main SP4N-LAPOR!
database.
Expected
Results:
·
Custom
reports and data visualizations are produced as needed by key stakeholders
·
Database
revisions are implemented as needed to support analytical needs
Scope
of Work:
·
Learn
the current SP4N-LAPOR! Database Structure
·
Prepare
data or reports to respond to requests from key stakeholders
·
Improve
the current SP4N-LAPOR! Database if needed
·
Create
a data warehouse for SP4N-LAPOR!
5. Other
tasks as assigned
The
IT Officer may be asked to take on additional tasks as identified by these key
stakeholders in order to improve the system.
C. Deliverables:
1. Monthly reports on the operations
of SP4N-LAPOR!
2. List of bugs discovered and
their solutions
3. Periodic reports on adequacy of
IT infrastructure, security, and human resources aspects of the SP4N-LAPOR!
system
4. System for collection and
ranking of feature requests
5. Development plan for and
completion of new features
6. Revised system documentation for
SP4N-LAPOR!, including documentation for new features created
7. Integration FAQ
8.. API 3.0 and supporting
technical documentation
9. Custom data reports, as
requested
10. Data management report, including
the creation of the data warehouse
11. Final report
D. Qualifications:
1. A professional with at least 5
years of experience in IT project management
2. An understanding of project management
methods (Agile preferred)
3. A technical understanding of PHP
programming language; PHP framework (Especially OctoberCMS, Laravel and Code
Igniter), MySQL, and Application Programming Interfaces (APIs)
4. Knowledge of other programming languages
a plus
5. A demonstrated understanding of
server operating systems (Ubuntu)
6. Previous management/supervisory
experience required.
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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