Support theMinistry of Bureaucratic and Administrative Reform (KemenPAN-RB) to
Develop aCapacity Building System for LAPOR! - Public Complaint Handling
Administrators
Workdays: 65 days
RT: 18
Project Summary:
CEGAH is a five-yearUSAID-funded accountability and integrity program that
works with a wide rangeof Indonesian governmental and non-governmental
agencies. The duration of the projectis from 2016 to 2021 and is implemented by
Management Systems International(MSI).
Background:
Asan effort to build transparency and accountability, the Indonesian
Governmentcreated an integrated National Complaint Handling application
(LAPOR!) thatallows the public to submit complaints and reports regarding the
quality andresponsiveness of government services through website, Short
Messaging Service(SMS) and mobile applications. The system is also aimed at
increasinggovernment accountability and improving government responsiveness for
theimplementation of public services. Since 2014, 657 government agencies
haveconnected to LAPOR! and have processed 491,222 complaint reports. With
thisnumber, therefore, an effective management and adequate human resources
areneeded to be able to manage and process the complaints that are registered
onLAPOR! and ensure timely and responsive action.
Article36 of Law No. 25/2019 on Public Services has mandated that SP4N-LAPOR!
shouldprovide a complaint-handling service, and that a competent officer be
assignedresponsibility for the service. This mandate also has a derivative
regulationin KemenPAN-RB Ministerial Decree No. 24/2014, Article 1E on
PedomanPenyelenggaraan Pengelolaan Pengaduan Pelayanan Publik (Guidelines for
theImplementation of National Public Service Complaint Management), which
states thatthe officer who handles public complaints must have a structural or
functionalposition within the ministry. This functional position will fulfill
the lack ofhuman resources for handling SP4N-LAPOR!.
In 2020, USAID CEGAH supported KemenPAN-RB,Office of the Presidential Staff
(KSP) and Ombudsman of the Republic ofIndonesia (ORI) to formulate the academic
paper and credit score to establishthe functional position for the SP4N-LAPOR!
administrator. Following thisassistance by CEGAH, KemenPAN-RB has requested
CEGAH support to develop andimplement a capacity building design for
professional complaintshandlingadministrators, as this is one of the important
aspects for a public complainthandling administrator functional position. In
this regard, CEGAH will hire aprofessional capacity building consultant to
assist KemenPAN-RB to develop adesign of the training system for the
supervisory institution (InstansiPembina) of the public complaint handling
administrator functional position.The training system will consist of strategy
and design of capacity building,training curriculum and training materials for
improving the capacity of theSP4N-LAPOR! administrators.
Position Summary:
This position will be held byan experienced consultant. The consultant will
develop a draft of thesupervisory and capacity building system for SP4N-LAPOR!
administrators and aproposed regulation for supervisory and capacity building
system for theadministrators functional position. This work requires
co-ordination withKemenPAN-RB, KSP, and ORI to achieve the deliverables as
detailed in this Termsof Reference (ToR). The consultant will also coordinate
and/or communicate,whenever appropriate, with USAID CEGAH.
Scope of Work:
1. Fifteen days:
· Conduct a desk review of theexisting SP4N-LAPOR! documents, consisting
of public services laws andregulations, SP4N-LAPOR! Standard Operating
Procedures (SOPs), and thedocuments related to the SP4N-LAPOR! functional
position, as well as a designof the functional position capacity building in
other ministries/agencies.
· Coordinate and brainstormwith KemenPAN-RB, KSP, ORI and other relevant
institutions’ (such as LAN, etc.)representatives to gain a better understanding
of the SOPs and the role ofSP4N-LAPOR! administrators and determine the
expected output of the capacitybuilding system.
· Conduct a capacity buildingneeds analysis to identify the problems and
needs, in regard to formulate thesupervisory and capacity building system for
SP4N-LAPOR! administrators.
2. Thirty days:
· Develop a draft of thesupervisory and capacity building system for
SP4N-LAPOR! administrators. Itshall cover (but will not be limited to):
a. The legalframework of the complaints’ handling administrators’
functional position;
b. The standard ofcompetencies of the complaints handling administrators
functional position.
c. The design of thecapacity building system for the complaints handling
administrators’ functionalposition (capacity building planning, implementation,
and evaluation);
d. The design of thesupervisory system for the complaints handling
administrators functionalposition (supervisory design, supervisory models,
supervisory procedures, andsupervisory evaluation);
e. The role of thesupervisory institution (Instansi Pembina); and
f. The trainingsystem (training design, curriculum, training module, and
training evaluation).
3. Five days:
Develop a draft of theregulation on supervisory and capacity building system
for the complaintshandling administrators functional position.4. Fifteen days:
· Present the draft to thebeneficiaries and USAID CEGAH for approval; and
· Finalize thedraft of supervisory and capacity building system for
SP4N-LAPOR!administrators as well as the draft of regulation on capacity
building system.
Deliverables:
All deliverables must beapproved by KemenPAN-RB and USAID CEGAH.
1. Approved workplan and bi-weeklyprogress report.
2. Approved design and framework forsupervisory and staff capacity
building for SP4N-LAPOR administrators;
3. Approved draft regulation todevelop the outline of the training plan,
methodology, curriculum, trainingmanual and module (include presentation
template), and pre and post test; and
4. Final report on formulating thedevelopment of training system for the
SP4N-LAPOR! administrators.
General Provisions andLimitations:
- It is strongly required that the consultant give regular updates to USAID
CEGAH during the development progress.
- All final decisions related to this project will be made by USAID CEGAH.
- Any communication with USAID is the authority of the Chief of Party (COP)
and MSI/Head Quarters (HQ) responsible and authorized personnel.
Qualifications:
1. A strong understanding of training methodologies and design
of capacitybuilding programs;
2. Practical experience in developing modules and training
materials;
3. A good understanding of supervisory and capacity building
systems forfunctional positions in government institutions;
4. An advanced knowledge of complaint handling management;
5. Practical experience in conducting trainings, developing
trainingmodules, and facilitating trainings;
6. Prior experience working with the government preferred;
7. Strong analytical skills; and
8. Competentcommunication and technical
writing skills.
Application should include aCV and contact information by April 30, 2021 at the
latest. Please sendapplications to info@xxxxxxxxxxxxx or
MSI.Cegah.Info@xxxxxxxxxxxxx. Only candidates who have been selected for
aninterview will be contacted. No phone calls, please.
