Consultant to Finalize the Business Process of the Public Service Complaint
Handling System According to the Presidential Decree on Government-Based
Electronic Systems (Sistem Pemerintahan Berbasis Elektronik), USAID CEGAH,
Indonesia
Position : Consultant
Required Task : 18
Languages Required : English & Bahasa Indonesia
Duration of Contract : 10 days
Working Period : 15 November 2019 – 15
January 2019
Company Profile:
MSI, a Tetra Tech Company, is a Washington, D.C. metro area international
development firm with a 35-year history of delivering development results
across the world. Our core expertise is in the fields of monitoring and
evaluation (M&E), institutional development, public sector management,
governance and anti-corruption. MSI has implemented projects in 90 countries
around the world such as Jordan, Kenya, Indonesia, Syria, Pakistan,
Afghanistan, Ukraine, Colombia and Mexico. As one of the leading companies in
our field, MSI has partnered with organizations across all sectors of
international development to support clients ranging from large bilateral and
multilateral donors such as USAID, the World Bank and the United Nations
Development Program to national and local governments, nongovernmental
organizations (NGOs), think tanks, foundations and universities. For more
information on MSI, please visit our website at www.msiworldwide.com
<http://www.msiworldwide.com/>.
BACKGROUND
According to Presidential Regulation (Perpres) No. 76/2013 on the Public
Service Management System, the Government of Indonesia (led by the Ministry of
Administrative and Bureaucratic Reform, or KemenPAN-RB) established the Sistem
Pengelolaan Pengaduan Pelayanan Publik Nasional – Layanan Aspirasi dan
Pengaduan Online Rakyat (SP4N-LAPOR!). SP4N-LAPOR! is designated to become a
nationally integrated, one-stop system for managing public complaints. The
system is aimed at increasing government accountability and improving
government responsiveness for the implementation of public services. The system
is also intended to increase the public’s participation in reporting complaints
and dissatisfaction with the delivery of public services, both at national and
local levels.
The SP4N-LAPOR! system improved significantly following a recent upgrade (from
version 2.0 to 3.0). The application is also available on many platforms,
including the Android Mobile Application. Given its broad availability,
SP4N-LAPOR! is expected to receive 700 to 3,000 complaints per day and become a
‘no wrong door’ policy for handling public complaints nationwide. Local
government agencies are also beginning to connect with SP4N-LAPOR! As mandated
by a Circular Letter (Surat Edaran) of the Ministry of Home Affairs (No
490/10005/SJ, 2019), SP4N-LAPOR! aims to become a National Complaint Handling
System (NCHS). The Ministry’s letter also encouraged local government agencies
in Indonesia to use and integrate existing complaint handling system
applications into SP4N-LAPOR!
Furthermore, Precedential Decree No. 95/2018 on Government-Based Electronic
Systems (SPBE) indicates that all government agencies should use an Aplikasi
Umum (one single, nationwide application) for e-government iniatives, which is
intended to make government operational costs more effective and
cost-efficient. The use of single, unified applications is intended to provide
e-government services that support government activities in the fields of
planning, budgeting, procurement of government goods and services, performance
accountability, monitoring and evaluation, filing, staffing, and the
development of the application for handling public service complaints. USAID
CEGAH has supported the Ministry of Administrative and Bureaucratic Reform in
drafting a set of standards that will govern business processes for the public
service complaint handling system and be included in a ministerial technical
regulation.
Considering these recent developments, USAID CEGAH will now hire a consultant
to assist the Ministry of Administrative and Bureaucratic Reform in finalizing
the business process of the public service complaint-handling system (LAPOR!).
The consultant will work closely with USAID CEGAH and consult frequently with
the Ministry of Administrative and Bureaucratic Reform to develop the correct
business process, and to finalize the formal document.
SCOPE OF WORK
Objective
Assist KemenPAN-RB in reviewing and finalizing the business process of
SP4N-LAPOR! The consultant will produce a final draft of SP4N-LAPOR!
documentation based on the business process, data, and information.
Scope of Work
In coordination with KemenPAN-RB, the Consultant will:
· Assist MenPAN to finalize the standard Business Process of SP4N (10
days)
The consultant will need to ensure that the final draft of the Standard Proses
Bisnis pada Pengelolaan Pengaduan Layanan Publik dan SP4N LAPOR! meets existing
regulations. To this end, the consultant will need to:
a. Study and learn the existing draft of Standard Proses Bisnis pada
Pengelolaan Pengaduan Layanan Publik dan SP4N LAPOR!;
b. Conduct regular consultations to finalize the draft with Kedeputian
Pelayanan Publik and Asdep Perumusan Kebijakan dan Koordinasi Pelaksanaan
Sistem Administrasi Pemerintahan dan Penerapan Sistem Pemerintahan Berbasis
Elektronik;
c. Present a final draft for approval to Kedeputian Pelayanan Publik and
Asdep Perumusan Kebijakan dan Koordinasi Pelaksanaan Sistem Administrasi
Pemerintahan dan Penerapan Sistem Pemerintahan Berbasis Elektronik.
Deliverables
1. Final draft of Standard Proses Bisnis pada Pengelolaan Pengaduan
Layanan Publik dan SP4N LAPOR!, approved by KemenPAN-RB and USAID CEGAH.
2. Final report.
Qualifications
1. Minimum 3 years of professional experience analyzing business processes
for public complaint handling systems is required.
2. Advanced knowledge of Government-Based Electronic Systems (SPBE) and
e-government policy.
3. Good understanding of information systems and user management.
4. Good understanding of ICT development in the government sector.
5. Strong analytic, communication, and writing skills.
Please send CV (including three references) and application letter to
info@xxxxxxxxxxxxx before 7:00pm Jakarta time on November 8th, 2019. Only
shortlisted candidates will be contacted. Interview will be conducted on a
rolling basis until a suitable candidate has been selected.
MSI is an EEO/AA/ADA Veterans Employer.
\
Consultant to Finalize the Business Process of the Public Service Complaint
Handling System According to the Presidential Decree on Government-Based
Electronic Systems (Sistem Pemerintahan Berbasis Elektronik), USAID CEGAH,
Indonesia
Position : Consultant
Required Task : 18
Languages Required : English & Bahasa Indonesia
Duration of Contract : 10 days
Working Period : 15 November 2019 – 15
January 2019
Company Profile:
MSI, a Tetra Tech Company, is a Washington, D.C. metro area international
development firm with a 35-year history of delivering development results
across the world. Our core expertise is in the fields of monitoring and
evaluation (M&E), institutional development, public sector management,
governance and anti-corruption. MSI has implemented projects in 90 countries
around the world such as Jordan, Kenya, Indonesia, Syria, Pakistan,
Afghanistan, Ukraine, Colombia and Mexico. As one of the leading companies in
our field, MSI has partnered with organizations across all sectors of
international development to support clients ranging from large bilateral and
multilateral donors such as USAID, the World Bank and the United Nations
Development Program to national and local governments, nongovernmental
organizations (NGOs), think tanks, foundations and universities. For more
information on MSI, please visit our website at www.msiworldwide.com
<http://www.msiworldwide.com/>.
BACKGROUND
According to Presidential Regulation (Perpres) No. 76/2013 on the Public
Service Management System, the Government of Indonesia (led by the Ministry of
Administrative and Bureaucratic Reform, or KemenPAN-RB) established the Sistem
Pengelolaan Pengaduan Pelayanan Publik Nasional – Layanan Aspirasi dan
Pengaduan Online Rakyat (SP4N-LAPOR!). SP4N-LAPOR! is designated to become a
nationally integrated, one-stop system for managing public complaints. The
system is aimed at increasing government accountability and improving
government responsiveness for the implementation of public services. The system
is also intended to increase the public’s participation in reporting complaints
and dissatisfaction with the delivery of public services, both at national and
local levels.
The SP4N-LAPOR! system improved significantly following a recent upgrade (from
version 2.0 to 3.0). The application is also available on many platforms,
including the Android Mobile Application. Given its broad availability,
SP4N-LAPOR! is expected to receive 700 to 3,000 complaints per day and become a
‘no wrong door’ policy for handling public complaints nationwide. Local
government agencies are also beginning to connect with SP4N-LAPOR! As mandated
by a Circular Letter (Surat Edaran) of the Ministry of Home Affairs (No
490/10005/SJ, 2019), SP4N-LAPOR! aims to become a National Complaint Handling
System (NCHS). The Ministry’s letter also encouraged local government agencies
in Indonesia to use and integrate existing complaint handling system
applications into SP4N-LAPOR!
Furthermore, Precedential Decree No. 95/2018 on Government-Based Electronic
Systems (SPBE) indicates that all government agencies should use an Aplikasi
Umum (one single, nationwide application) for e-government iniatives, which is
intended to make government operational costs more effective and
cost-efficient. The use of single, unified applications is intended to provide
e-government services that support government activities in the fields of
planning, budgeting, procurement of government goods and services, performance
accountability, monitoring and evaluation, filing, staffing, and the
development of the application for handling public service complaints. USAID
CEGAH has supported the Ministry of Administrative and Bureaucratic Reform in
drafting a set of standards that will govern business processes for the public
service complaint handling system and be included in a ministerial technical
regulation.
Considering these recent developments, USAID CEGAH will now hire a consultant
to assist the Ministry of Administrative and Bureaucratic Reform in finalizing
the business process of the public service complaint-handling system (LAPOR!).
The consultant will work closely with USAID CEGAH and consult frequently with
the Ministry of Administrative and Bureaucratic Reform to develop the correct
business process, and to finalize the formal document.
SCOPE OF WORK
Objective
Assist KemenPAN-RB in reviewing and finalizing the business process of
SP4N-LAPOR! The consultant will produce a final draft of SP4N-LAPOR!
documentation based on the business process, data, and information.
Scope of Work
In coordination with KemenPAN-RB, the Consultant will:
· Assist MenPAN to finalize the standard Business Process of SP4N (10
days)
The consultant will need to ensure that the final draft of the Standard Proses
Bisnis pada Pengelolaan Pengaduan Layanan Publik dan SP4N LAPOR! meets existing
regulations. To this end, the consultant will need to:
a. Study and learn the existing draft of Standard Proses Bisnis pada
Pengelolaan Pengaduan Layanan Publik dan SP4N LAPOR!;
b. Conduct regular consultations to finalize the draft with Kedeputian
Pelayanan Publik and Asdep Perumusan Kebijakan dan Koordinasi Pelaksanaan
Sistem Administrasi Pemerintahan dan Penerapan Sistem Pemerintahan Berbasis
Elektronik;
c. Present a final draft for approval to Kedeputian Pelayanan Publik and
Asdep Perumusan Kebijakan dan Koordinasi Pelaksanaan Sistem Administrasi
Pemerintahan dan Penerapan Sistem Pemerintahan Berbasis Elektronik.
Deliverables
1. Final draft of Standard Proses Bisnis pada Pengelolaan Pengaduan
Layanan Publik dan SP4N LAPOR!, approved by KemenPAN-RB and USAID CEGAH.
2. Final report.
Qualifications
1. Minimum 3 years of professional experience analyzing business processes
for public complaint handling systems is required.
2. Advanced knowledge of Government-Based Electronic Systems (SPBE) and
e-government policy.
3. Good understanding of information systems and user management.
4. Good understanding of ICT development in the government sector.
5. Strong analytic, communication, and writing skills.
Please send CV (including three references) and application letter to
info@xxxxxxxxxxxxx before 7:00pm Jakarta time on November 8th, 2019. Only
shortlisted candidates will be contacted. Interview will be conducted on a
rolling basis until a suitable candidate has been selected.
MSI is an EEO/AA/ADA Veterans Employer.
