Term
of Reference
LAPOR’s
Customer Satisfaction Survey
 
Position                     :
Consultants
for Customer Satisfaction Survey
Period                        :
June-July 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.
Since 2015, SIAP 1
committed to support the establishment of LAPOR!SP4N which include development
of additional features of the existing LAPOR, SOPs, and trainings. However, to
better improve the performance quality of LAPOR!SP4N, it is necessary to assess
the impression of citizens as the LAPOR’s users/beneficiaries to get their
opinion and inputs for future improvement, through a survey. It is expected to
measure LAPOR’s 1) accessibility in term of user interface, variety of
channels, simplicity, easiness, 2) responses in term of quick responds and
quick solving, and 3) accountability in term of transparency of complaint
handling process.  The survey would be
conducted through phone call, sms, or email to several respondents who
submitted complaints to LAPOR. Result of this survey is also expected to be a
baseline for the LAPOR!SP4N to be reviewed in the next 5 years. As part of SIAP
1 support, we’d like to seek a third party to conduct the survey.  
Objective
A baseline of LAPOR’s
customer satisfaction is developed.
Scope
of Work
The survey would be a
quantitative survey with few open question, to assess the satisfactory of LAPOR
complainants who submitted their complaints to LAPOR in 2015. The respondents
would represent 5 big islands (Java, Sumatera, Kalimantan, Sulawesi, and
Papua), with maximum of 1000 respondents.
A.    Preparation of
survey
1.    Review LAPOR
statistic and document
2.    Consult with MenPAN-ORI-KSP
on the purpose and target of survey
3.    Develop design
of survey, include identified sampling respondents, draft of questioners,
method of data analysis.
4.    Present the
survey design to MenPAN-ORI-KSP and MSI for approval.
B.    Survey
Implementation
1.    Conduct data
gathering through phone call/sms.
2.    Conduct data
analysis
3.    Develop report
of result of the survey
C.   Presentation
of result
1.    Present the
survey result to MenPAN-ORI-KSP and MSI
2.    Develop final
report
 
Deliverables:
·        
Approved
Survey Design (
·        
Draft
of survey report to be presented to MenPAN-ORI-KSP -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 deadlines
5.    Excellent
coordination skills, and an ability to follow instructions and work under
pressure
 
Proposal
Interested
candidates should provide the following:

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

 
 
 
Please send your proposal indicate “LAPOR survey” as the subject of your email addressed to [email protected] no later than June 7, 2016. Only
shortlisted candidates will be contacted.