Management Systems International, Inc
Strengthening
Integrity and Accountability Program 1 (SIAP 1)
Terms
of Reference
Position          :
1. Consultants to Develop Training Module on LAPOR-SP4N  
2. Consultant to
develop SOP on the National Public-Service Complaint System (SP4N)
Languages Required         :
Indonesia
Duration of Contract         :
(see below)
Working Period         :
March – May 2016
 
 
BACKGROUND 
The Government of
Indonesia continues its efforts to improve the quality of public services. One
of them is to provide access to the public to deliver its complaints on public
services provided by public institutions, as stated in Law Number 25 year 2009
on Public Services. President has enacted the President Regulation (Perpres)
Number 76 Year 2013 on the management of public services, which stipulates the
establishment of the National Public-Service Complaint Handling System (SP4N),
an integrated system of public complaints of all government institution in
regards to the public services. KemenPANRB, ORI, and the Office of the
Presidential Staff (KSP) is working together to improve LAPOR (the complaint
channel developed by UKP4) which has been declared by KemenPANRB as the
national online public service complaint system, using a new brand: LAPOR!SP4N.
LAPOR!SP4N will be managed in coordination between the Office of the
Presidential Staff (KSP), KemenPANRB, and ORI.
These 3 parties also
have been working together to conduct socialization on LAPOR! – SP4N  to some ministries.
Each produced their own presentation materials according to their role in the
LAPOR!SP4N. However, it is acknowledged the necessity to develop one and
integrated training material on how to install and operate the LAPOR! – SP4N
-by merging all existing documents- and present it into a comprehensive and
user-friendly documents. The training module would be used for the upcoming
training to local governments under SIAP 1 support. In addition, a Standard
Operating Procedure (SOP) is also needed to set the workflow for the complaint
handling procedures and the rule for each agencies (KemenPANRB, ORI, KSP) under
the SP4N.
 In this regards, MSI SIAP-1 is keen to
provide support to develop a training module on LAPOR!SP4N and a SOP on
integrated complaint handling among those 3 government agencies. MSI will recruit
one consultant to develop a training module on adoption of the LAPOR!SP4N for
government offices, and one consultant to develop the workflow mechanism of
SP4N. Both consultants will to work together as a team to produce the module
and SoP.
 
 
SCOPE OF WORK:
A.   
Objective: 

1.    
Develop a training
module and user-manual to guide government officials in adopting, installing,
and operating LAPOR! – SP4N
2.    
Develop a SOP on
LAPOR!-SP4N, including the introduction to policy and procedures, workflow
mechanism, and other guideline needed in implementing the SP4N.
 
B.   
Activities:
1.   
Consultant for Module on LAPOR!SP4N (18 days)
1.1
 Three
(3) days for:
a.    
Conduct desk review of the existing public service law and regulations
and other related documents
b.    
Meet and brainstorm with KSP, KemenPANRB & ORI’s representative, and
MSI Consultants to gain a better understanding of SP4N and determine the
expected output of the module
1.2
 Two (2)
days for:
a.    
Draft a proposed outline of the content/curriculum and training module
b.    
Present the outline to the beneficiaries and MSI SIAP-1
1.3
 Eleven (11) days for:
a.    
Draft a module and user-manual based on the approved outline
b.    
Present the draft to the beneficiaries and MSI SIAP-1
c.     
Revise the module and user-manual based on the beneficiaries feedback
d.    
Present the final module and user -manual for beneficiaries and MSI
SIAP-1 approval
1.4
 Two (2) days for:
a.    
Deliver workshop to KSP,
KemenPANRB and ORI staff with the knowledge, skills required to effectively
deliver the module to targeted audience.
b.    
Write final report that highlights achievement, recommendation and action
plans.
The user-manual
must (at least):
·     
Explain the policy related to the Law and Regulation of the National Public-Service Complaint
System (SP4N) and its significance to the public service improvement
·     

Provide the guideline for government officials
to adopt, install, and operate LAPOR! – SP4N.
 
DELIVERABLES:
1)   Desk review on
the public service law and regulation
2)   Outline of the
content/curriculum of the module and user manual
3)   Draft module and
user-manual presented to beneficiaries
4)   Workshop report,
including workshop materials (presentation slides and handout)
5)   Final Module and
user-manual (include training module schedule, presentation and instruction
materials) approved by beneficiaries and MSI SIAP-1
6)   

Final report that highlights achievement, recommendation
and action plans
* All
deliverables should be branded according to the SIAP-1 branding & marking
requirement
 
2.   
Consultant for SoP on LAPOR!SP4N (12 days)
2.1
Two (2) days for:
a.    
Together with module consultant, conduct desk review of the existing
public service law and regulations and other related documents
b.    
Meet and brainstorm with KSP, KemenPANRB & ORI’s representative, and
MSI Consultants to gain a better understanding of SP4N workflow
2.2
 One (1)
days for:
a.    
Draft a proposed outline of the SoP
b.    
Present outline to the beneficiaries and MSI SIAP-1
2.3
 Seven (7) days for:
a.    
Draft a SoP based on the approved outline
b.    
Present the draft to the beneficiaries MSI SIAP-1
c.     
Revise the SoP based on the beneficiaries feedback
d.    
Present the final module for beneficiaries and MSI SIAP-1 approval
2.4
 Two (2) days for:
a.    
Together with the training module consultant, deliver workshop to KSP, KemenPANRB and ORI staff with the knowledge,
skills required to effectively deliver the module to targeted audience.
b.    
Write final report that highlights achievement, recommendation and action
plans.
 
 
 
 
DELIVERABLES
1)   Desk review on
the public service law and regulation
2)   Outline of the SOP
3)   Draft SOP
4)   Final SOP
5)   Final report that
highlights achievement, recommendation and action plans.
* All deliverables should be branded according to the
SIAP-1 branding & marking requirement
 
Qualifications
1.     Individual/personal consultant
2.     An advance degree in political or social
sciences, public policy, development, international relations or a related
discipline
3.     Have at least 5 years of
experience in developing module/ training module
4.     Have good understanding on Public
Service Law and Complaint Handling Systems
5.     Experienced in designing and
delivering training
6.     Have an experience working with government
agencies is preferred
 
 
Please send your application indicating “Develop Training Module” for Consultant
to Develop Training Module on LAPOR-SP4N and “Develop SOP” for Consultant to develop SOP on the National Public
Service Complaint System (SP4N) as the subject of your email no later than March 18, 2016. Only short listed
candidate will be contacted.