Management Systems International, Inc
Strengthening Integrity and Accountability
Program 1 (SIAP 1)
Terms of
Reference (ToR)
Position :
Consultant for Assessment of Case Management Systems
Languages
Required :
Indonesia
Duration
of Contract : 25 working days
Working
Period :
February – March 2015
BACKGROUND
Since
2013, MSI-SIAP 1 has cooperated with its Government partners –the Ombudsman (ORI)
and the Ministry for Administrative and Bureaucratic Reform (KemenPAN) - in
improving their case management systems (CMS). KemenPAN is developing a National
Public Complaint Handling System (NPCHS) -an integrated system of public
complaints to all government institutions as mandated by the Public Service
Decree. The first stage being addressed by KemenPAN is the development of a NPCHS
roadmap. The Ministry plans to build on and modify LAPOR, an existing application
that was built and
operated by UKP4.
ORI
seeks to upgrade its case management system (namely SIMPeL) to be well-integrated
and compatible with NPCHS. This is especially important since each complaint filed to the NPCHS that has not been resolved
within 60 days will be automatically forwarded for
resolution by ORI.
As
part of MSI-SIAP 1 continued cooperation with ORI, MSI-SIAP 1 will engage a Consultant
to assess the Roadmap of NPCHS’s system which is to function as the legal basis
of the integrated complaint handling system. The assessment of the Roadmap will
contain recommendations on refining the NPCHS in order to be complimentary with
ORI’s CMS. In addition, the output will also include recommendations for ORI’s CMS
itself in preparing its system to be compatible with the NPHCS, and also
include recommendations for improvement of the ORI’s CMS.
SCOPE OF WORK:
A.
Objective:
Recommendations
to improve the NPCHS Roadmap as well as modification of ORI’s CMS to ensure complimentarity
B.
Activities:
1.
Ten (10) days for:
a. Assess and review the
Roadmap of SP4N’s system (NPCHS)
b. Assess and review the
existing CMS’s of ORI’s and LAPOR
c. Meeting with ORI,
KemePAN, and other related institution
2. Ten (10) days for:
a. Drafting initial
assessment and recommendations on:
1) Roadmap of SP4N
(NPCHS) in terms of systems, procedure, and technical requirements to enable it
meet with ORI SIMPeL systems
2) Recommendation for
modification of SIMPeL to enable it connect to the NPCHS
3) Recommendation for
improvement of SIMPeL to make it more
transparent and accessible for the complainer.
b. Presenting findings
and initial recommendations to the ORI, and MSI
3. Five (5) days for:
a. Finalization of the
assessment and recommendation in modifying SIMPeL based on inputs gathered.
b. Presentation on the
final recommendation to the partner and MSI
DELIVERABLES
1) Assessment
and Evaluation of the current Roadmap of the NPHCS and SIMPeL
2) Recommendation
to refine the Roadmap of the NPHCS
3) Recommendation
to modify the CMS based on the assessment of the NPHCS and improvement of the
CMS
Qualifications
1) Professional in Complaint Handling System
with at least 5 years experience in CHS Consultancy Services
2) Demonstrated good
knowledge, experience and delivered products in CHS or CHS audit.
3) Good understanding
of public services law and law on Ombudsman
4) Experience in working with Government
preferred.
Application
should include a cover letter, CV (including three references), current
salary, expected salary and available start by January 25th, 2015 at the latest.
Please indicate ‘Assessment Case Management Systems’ as
the subject of your email addressed to recruitment@msi-siap.com.
Only shortlisted candidates will be contacted.
