Management Systems International, IncStrengthening Integrity and Accountability Program 1 (SIAP 1)Terms
of ReferencePosition                                 : 1. Consultants to Develop Training
Module on LAPOR-SP4N  2. Consultant to develop SOP on the
National Public-Service Complaint System (SP4N)Languages
Required          : IndonesiaDuration
of Contract          :
(see below)Working
Period                   : April – June 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! – SP4N2.     
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 documentsb.     
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 module1.2
Two (2) days for:a.      
Draft a proposed outline of the content/curriculum and
training moduleb.     
Present the outline to the beneficiaries and MSI
SIAP-11.3 Eleven (11) days for:a.      
Draft a module and user-manual based on the approved
outlineb.     
Present the draft to the beneficiaries and MSI
SIAP-1 c.      
Revise the module and user-manual based on the
beneficiaries feedbackd.     
Present the final module and user -manual for
beneficiaries and MSI SIAP-1 approval1.4 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 manual3)    
Draft module and user-manual presented to
beneficiaries4)    
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-16)      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)2.1Two
(2) days for:a.      
Together with module consultant, conduct desk review
of the existing public service law and regulations and other related documentsb.     
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-12.3 Seven (7) days for:a.      
Draft a SoP based on the approved outlineb.     
Present the draft to the beneficiaries MSI SIAP-1 c.      
Revise the SoP based on the beneficiaries feedbackd.     
Present the final module for beneficiaries and MSI
SIAP-1 approval2.4 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 SOP3)    

Draft SOP4)    
Final SOP5)    
Final report that highlights achievement,
recommendation and action plans. * All deliverables should be branded
according to the SIAP-1 branding & marking requirement Qualifications1.      Individual/personal
consultant2.      An advance degree in political
or social sciences, public policy, development, international relations or a
related discipline3.      Have at least 5 years of
experience in developing module/ training module 4.      Have good understanding
on Public Service Law and Complaint Handling Systems5.      Experienced in designing
and delivering training6.      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 31, 2016. Only short
listed candidate will be contacted.