Management systems international, inc
Strengthening Integrity and Accountability
Program 1 (SIAP 1)
Terms of
Reference (ToR)
Position : Complaint
Handling System Consultant
Languages
Required :
Indonesia
Duration of
Contract : 70 working
days
Working Period : April - July 2015
BACKGROUND
Act
No.5 Year 2014 on the State Apparatus which has been recently enacted is a key
driver to promote reforms of the way civil service is managed. The law has
established the State Civilian Bureaucracy Commission (Komisi Aparatur Sipil
Negara - KASN) with the function to ensure the application of merit principles
in all phases of human resources management of the Indonesian public sector,
especially in the recruitment and placement of approximately 12,000 senior career
executives in all government institutions and to supervise the implementation
of the code of ethics and codes of conduct.
Subsequent
to the enactment of the Act, through Presidential Decree No. 141/M/2014 dated,
September 30, 2014, President Yudhoyono appointed seven Commissioners with
outstanding experience in human resources policy making and management. The
Commissioners were inaugurated by President Joko Widodo on November 27, 2014.
As a newly established agency, KASN is in need of support in building its
institutional capacity to cope with the topical challenges and high
expectations of the Indonesian public for a clean and efficient government.
One
of their duty is to receive any complaints related to violations on the code of
ethics and codes of conduct of the state apparatus. As a follow up, KASN need
to gather information, review documents related to the submitted complaints on
those violation.
In
this regard, MSI-SIAP 1 plans to support KASN in developing their Complaint
Handling System in order to receive complaints from public and to provide
information on civil servants performance.
To support this effort, MSI SIAP-1 will hire one CHS Consultant. As a
prelude in developing the case management system, the consultant will need to
assess the technical requirements required to develop its system and develop a complaint
handling systems action plan. Moreover, the Consultant will assess the Law and
Business Process in order to gain insights that need to be addressed in
drafting the Standard Operating Procedures (SOP) of the new system. The draft
design of requirement on the new system and SOP is expected to become a basis
in establishing the integrated case management system. Following this design, the consultant will
develop an complaint handling system based on the agreed design and SOP. The
output of her/his work should be a user-friendly tool for tracking the
complaints. Finally, the Consultant will provide a technical module/guidance
book and deliver short training for transfer of knowledge to the KASN
Commissioners and staff.
SCOPE OF WORK:
A.
Objective:
·
An effective whistleblower complaint-handling process
·
An integrated and automated KASN whistleblower- complaint
management systems developed.
B.
Activities:
1.
Five (5) days for:
a.
Review all materials (law, regulation) related to KASN authorities and
conduct need assessment on CHS.
b.
Meeting with KASN Commissioners, staff and related stakeholders in order
to gain inputs on complaint handling system
2.
Fifteen (15) days for:
a.
Drafting design and application scheme plan of the complaint handling
system and its technical requirement which could:
1)
Be a web-based application;
2)
Describe tasks for each personnel that relates to tasks, function, and
authorities of KASN in responding to the complaint;
3)
Provide an automatic respond machine to acknowledge and confirmed that
KASN received public complaint/request/inquiry.
4)
Track and show status and progress of the complaint handling, from open
case until case closure, including complaint status information ("dashboard')
for KASN.
5)
Provide communication channel between whistle-blower and the
administrator while maintaining his/her confidentiality.
6)
Involved all the communication media for incoming channels (not only
e-mail) such as voice telephone call, SMS, facsimile, scanned document, etc
7)
Make all data easily analyzable
b.
Drafting initial SOP in reference to the proposed design of the complaint
handling system, which include:
1)
Detailed description on procedure, responsible personnel, function, and
authorities of KASN in responding to the complaint
2)
Detailed description on the monitoring system, and trouble-shooting
procedure
c.
Present the design, application scheme plan, and SOP to KASN and MSI for
approval
3.
Fifteen (15) days for:
a. Design,
Coding and Modification of complaint handling system, including user need
analysis, System information modification with reference to the design approved
by KASN and MSI SIAP-1;
b.
Present
the application prototype to KASN and MSI SIAP-1 for approval.
2. Thirty (20) days for:
a. Upon
the approval from KASN, install the prototype to KASN's computer to be tested
with at least a month;
b. Refine
the application based on the feedback from KASN, deficiencies, or other
technical problems;
c.
Develop
user manual;
d.
Provide
further assistance on revising SOP and job description (if needed)
3. Five (5) days for:
a. Develop
training manual;
b. Deliver
training to KASN on using the integrated whistleblower-complaint handling
application;
c. Provide
technical assistance to KASN staff;
4. Ten (10) days for:
a.
Develop
4 additional features (maximum) to KASN's integrated complaint handling system
based on follow-up requests from KASN (if needed);
b.
Develop a Master Plan for
further improvement of the integrated complaint handling system, including
inter connection analysis to another organization, such as Ministry/Department
and Local Government, preparing roadmap and action plan for sustainability
after technical assistance program;
c.
Provide
technical assistance on improving data processing (incoming complaint), data
management, data analyzing and data placement at the e-complaint to improve the
system’s user friendliness.
d.
Provide
report to MSI SIAP 1 and KASN
GENERAL:
1. Prototype
shall be legal, not pirated;
2. Prototype
shall passes trial stage, and be ready for use before installation;
3. Shall
be single source (only one system information/master in National level) and can
be used by other government agencies if needed;
4. Shall
be designed to have a minimum of three customize different (customer
connection) spaces to be used for internal KASN, other others
Ministry/Department and or for other local government for first implementation,
and should have free space for other customers if in the future other
organization in Indonesia need to use the e-complaint.
5.
Shall
be able to be connected to and installed at KASN's website.
6.
Provide maintenance
services on the integrated case management application for a year (after sign
off by both sides) by conducting
regular visit to IT Team in KASN in order to provide advises and
trouble-shooting
DELIVERABLES
1. Need Assessment of whistleblower-CHS in KASN
2. Meeting reports with KASN
3. Design and technical requirement of the complaint handling
system
4. SOP of complaint handling system with detail as follow:
·
Detailed description on procedure,
responsible personnel, function, and authorities of KASN in responding to the
complaint
·
Detailed description on the monitoring
system, and trouble-shooting procedure
5. Approved application scheme plan;
6. Prototype of the integrated complaint handling application;
7. Final CHS
application;
8. User manual;
9. Training module;
10. Training report, which include evaluation (pre and post
test) report;
11. Master plan for further improvement the CHS application;
12. Monthly report on
maintenance service to KASN.
Qualifications
1.
Be a
professional consultant in case management system with at least 5 years
experience
2.
Demonstrated experiences in developing complaint handling
systems
3.
Have at
least 5 years of experience related to web programming (PHP, MYSQL, AJAX, CSS,
HTML, HTML5 and jQuery)
4.
Have an
experience with Framework COdeIgniter, Prado, Zend
5.
Demonstrated
experiences in developing SOPs
6.
Has a good
communication and good personalities
7.
Has an
experience working with government agencies is preferred
Application
should include a cover letter, CV (including three references), current salary,
expected salary, available start date and sample of application developed by April
2, 2015 at the latest.
Please
indicate ‘CHS Consultant as the subject of your email addressed to recruitment@msi-siap.com. Only shortlisted candidates will be
contacted.
