Professional Consultant – To Support for the Process to Formulate theRevised
LAPOR! Memorandum of Understanding (MoU) and Assist Integration of
theSP4N-LAPOR! application
Workdays: 30 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:
Accordingto Presidential Regulation (Perpres) No. 76/2013 on the Public
ServiceManagement System, the Government of Indonesia (led by the Ministry
ofAdministrative and Bureaucratic Reform, or KemenPAN-RB) established the
SistemPengelolaan Pengaduan Pelayanan Publik Nasional (SP4N) – Layanan Aspirasi
danPengaduan Online Rakyat (LAPOR!). SP4N-LAPOR! is designated to become
anationally integrated, one-stop system for managing public complaints.
Thesystem is aimed at increasing government accountability and
improvinggovernment responsiveness for the implementation of public services.
The systemis also intended to increase the public’s participation in reporting
complaintsand dissatisfaction with the delivery of public services, both at
national andlocal levels. To support the Indonesian Government, since 2014,
USAID hassupported to enhance SP4N-LAPOR! both in terms of system development
andstrengthening of its management.
UnderUSAID-SIAP-1 program, USAID has assisted KSP, KemenPAN-RB and Ombudsman RI
tofacilitate the management transition from KSP to KemenPAN, which led to
theexecution of a tripartite memorandum of understanding (MOU) signed by
KSP,KemenPAN-RB and Ombudsman RI. The following MOU was then formed as a
Cooperationagreement which consist more detailed main duties and function of
each agency.In order to continue the commitment of these three LAPOR! leading
institutions,USAID will continue assisting KemenPAN-RB, KSP, and Ombudsman RI
to refine theMOU for the coming five years. The MOU refinement is aimed for
having multiplecollaboration managing LAPOR! as National Complaint Handling
System (NHCS) andenhance the parties’ involvement in the MoU, possibly the
Ministry of HomeAffairs as the coordinating ministry for local governments and
the Ministry ofCommunication and Information (Kominfo). In addition,
considering these recentdevelopments, to support the government to design a
single nation-wideapplication, USAID CEGAH will also continue to assist
KemenPAN-RB, KSP andOmbudsman RI to integrate LAPOR! with the existing
complaint handling systemapplication in selected agencies.
Inthese regard, USAID CEGAH will hire a consultant to assist the
integrationprocess and provide technical documentation guidelines based on the
existingassessment document that developed by the previous consultant, as well
asassist KemenPAN RB-KSP-ORI to refine the MoU. The consultant will work
closely with USAID CEGAH and frequently consultwith KemenPAN RB-KSP-ORI.
Position Summary:
This position will be held byan experienced consultant. The consultant will
work to develop the LAPOR!version 3.2 technical guidelines. This work requires
coordination withKemenPAN-RB, KSP and ORI to achieve the deliverables as
detailed in this TOR.The consultant will also communicate, whenever
appropriate, with USAID CEGAH.
Scope of Work:
1. RevisedLAPOR! MOU
Working days : 10 days
In close coordination withrespective agencies the consultant must:
· Study and learn the existing SOP, MOU and PKS for SP4N-LAPOR! and
assess the respectivestakeholders to be included in the MOU.
· In coordination with the LAPOR! leading institutions and the
additionalinstitutions to define the role of each institution in managing
LAPOR! asnational complaint handling system.
· Consult regularly with KemenPAN-RB, KSP and Ombudsman
Indonesia,including the additional institutions to gather inputs in regard to
the MOU androle of each agencies.
· Arrange meetings and coordinate with the respective agencies related
tothe MOU formulation, to discuss each role of the agencies.
· Formulate and revised the MOU include the Perjanjian Kerja Sama
(PKS)document.
· Present a final draft of MOU and PKS to the beneficiaries and USAID
CEGAH.
2. Assistthe Integration Effort
Working days : 20 days
In close coordination withrespective agencies the consultant must:
· Learn the current SP4N-LAPOR! version 3.2 integration guidelines.
· Analyze the individual complaint handling applications of
severalagencies for integration into SP4N-LAPOR!
· Assist KemenPAN-RB, KSP, Ombudsman and the selected agencies to
integrate7 individual complaint handling applications into SP4N-LAPOR!
Providedocumentation the integration process.
Deliverables:
1. RevisedSP4N-LAPOR! MOU
· Approvedworkplan.
· Approved Finaldraft of the revised MOU by KemenPAN RB, KSP, Ombudsman RI
and USAID CEGAH
· Approved Finaldraft of the revised PKS by KemenPAN RB, KSP, Ombudsman RI
and USAID CEGAH
· Final reports approvedby KemenPAN RB, KSP, Ombudsman RI and USAID CEGAH
2. AssistIntegration Effort
· Approvedworkplan.
· Bi-weekly reporton the technical assistance to integrate individual
complaint handlingapplications into SP4N-LAPOR!
· Documentation ofthe API
· Final report approved byKemenPAN RB, KSP, Ombudsman RI, and USAID CEGAH
Qualifications:
1. Advanced knowledge on National Complaint HandlingSystem (NHCS).
2. Advanced knowledge on SP4N-LAPOR! policy framework.
3. The applicant must have experienced in draftingMOUs or cooperation
agreement
4. As for the integration work, the applicant musthave knowledge and
experienced in developing an IT application program anddevelop API integration
for minimum 5 years’ experience
5. Good understanding on LAPOR! business model
6. Prior experience working with the governmentsector to provide technical
expertise.
7. Strong analytic, communication, and writing skills. Theapplicant should
ensure that project knowledge is well documented and bestpractices are
transferred to a client.
