Term
of ReferenceSurvey
on public satisfaction on ORI complaint Handling for Public ServicesPosition                     :
Consultants
for Customer Satisfaction SurveyPeriod                        :
June-July 2016 BackgroundBased on the Law no
25, year 2009 on public services, as a state institutions, Ombudsman has an
authority to oversee the implementation of public services in Indonesia. The ombudsman
task is to received and addressed all complaints on public services. According
to ORI annual report, in 2013 Ori reached 38,9% of the complaints that were
completely handled, while in 2014 its percentage significantly increased into
50,89% and 47,46% in 2015.  Based on the number of complaints that has
been received by ORI, since 2013, SIAP 1 supported ORI to improve its case
management systems by developing the Sistem Informasi Manajemen Penyelesaian
Laporan (SIMPeL),  an onlineintegrated
case management systems. It has many advantages such as an automated system,
easy to access, paperless, and faster process. It also allows the ORI central
office to monitor progress of the complaint handling process by its regional offices.
In 2015, the SIMPeL has been upgraded into version 2.0 with some additional and
improved features In line with the trend of increasing numbers of complaints
received by ORI year by year, SIMPeL significantly helps ORI to handle them. According to this achievement, the new ORI
leadership is keen to conduct a small survey to the complainants to observe
their impressions to ORIs performance in complaint handling and gathering their
inputs on its future improvement. The survey would be conducted through phone call,
sms, or email to several respondents who submitted complaints to ORI. Result of
this survey is also expected to be a baseline for the new ORI leadership to be
reviewed in the next 5 years. ObjectiveA baseline of ORI
customer satisfaction is developed Scope
of WorkThe survey would be a
quantitative survey, to assess the satisfactory of ORI complainants who
submitted their complaints to ORI in 2014. The respondents would represent 5
big islands (Java, Sumatera, Kalimantan, Sulawesi, and Papua), with maximum of
1000 respondents.A.   
Preparation of survey1.    Review
SIMPeL statistic and document2.    Consult
with ORI commissioners and SIMPeL’s staffs on the purpose and target of survey3.    Develop

design of survey, include identified sampling respondents, draft of
questioners, method of data analysis.4.    Present
the survey design to ORI and MSI for approval.B.   
Survey Implementation1.    Conduct
data gathering through phone call/sms.2.    Conduct
data analysis3.    Develop
report of result of the surveyC.  
Presentation of result1.    Present
the survey result to ORI and MSI2.    Develop
final report Deliverables:·        
Approved Survey Design·        
Draft of survey report to be presented
to ORI-MSI·        
Final report. Period of
Contract·        
1,5
months Budget: the survey cost shall not exceed than Rp. 46.000.000 Qualifications:1.    Strong skill
in social research with minimum 2 years of experience.2.    Have good
understanding on public services law. 3.    Experienced
working with USAID program is preferred 4.    Ability to
deliver timely and high quality results under tight deadlines5.    Excellent
coordination skills, and an ability to follow instructions and work under
pressure ProposalInterested
candidates should provide the following:

• CV
• Portfolio
• Budget
  estimation with minimum information as follow:

  Please send your proposal indicate “ORI survey” as the
subject of your email addressed to [email protected] no later than June7, 2016. Only
shortlisted candidates will be contacted.