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MSI SIAP 1 Vacancy: Complaint Handling Consultant - Indonesian

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.