Management Systems
International,Inc
Strengthening
Integrity and Accountability Program 1 (SIAP 1)
Terms of Reference
(ToR)
Position:
Information and Technology (IT) Consultant for Case
Management Systems
Languages Required:
Bahasa Indonesia
Duration of Contract:
65 working days
Working Period: April
- August 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 in developing a National Public Complaint Handling System
(NPCHS), an integrated system of public complaints to all government
institutions as mandated by the Presidential Decree No. 76 Year 2013 regarding Public Service Complaint Handling. Each complaint that has not been resolved within 60 days
will be entered into the
SIMPeL (Sistem Informasi Manajemen Penyelesaian Laporan)– a complaint handling
system owned by ORI for final resolution.
Considering this, ORI seeks to prepare its case management
system to prepare it for the integration and compatibility with the NPCHS. It
also includes improvement of ORI’s CMS by enabling a more transparent and accessible
systems for the complainants and agencies.
In this regard, MSI-SIAP 1 will engage an IT Consultant to modify
SIMPeL. He/She will be guided by previous assessments of the Roadmap of NPHCS
and SIMPeL which have been conducted by other consultants. He/She will also
responsible for data migration, developing a user manual, and provide training
services to ORI staffs.
SCOPE OF WORK:
A. Objective:
- To develop the existing CMS with the latest ORI’s complaint handling workflow and document management technology;
- To modify the CMS into a user-friendly and integrated application with NPCHS
B. Activities:
- Ten (10) days for:
- Doing analysis and interpretation to feasibility study document that has been released by SIAP 1 and ORI.
- Design, Coding and Modification proposed for the SIMPeL, including user need analysis, System information modification with reference to the design provided by ORI;
- Meeting with ORI and MSI SIAP 1 to discuss the proposed application scheme plan. The scheme must have been approved before designing the prototype;
- Thirty (30) days for:
- Develop the application prototype in coordinating with ORI’s staff and also NPHCS Team at KemenPAN-RB
- Present the application prototype to ORI for approval
- Upon the approval from ORI, install the prototype to ORI (and NPHCS Team)’s computer to be tested with at least a month;
- Present the installed prototype to ORI and MSI
- Refine the application based on the feedback from ORI, deficiencies, or other technical problems;
- Develop user manual;
- Ten (10) days for:
- Develop training manual
- Provide training to ORI on using the integrated complaint handling system application;
- Provide technical assistance to ORI staff;
- Develop Master Plan for further improvement of the integrated complaint handling system, including inter connection analysis to another organization both other Ministry/Department and Local Branches of ORI, preparing roadmap and action plan for sustainability after technical assistance program;
- Provide report to MSI SIAP 1 and ORI
- Fifteen (15) days for:
- Develop two additional features (maximum) to ORI’s integrated complaint handling system based on requests from ORI
- Provide maintenance services on the integrated complaint handling application for a year (after sign off by both sides) through regular visit to IT Team in ORI in order to provide advises and trouble-shooting
General
- Prototype shall be legal, not pirated;
- Prototype shall pass the trial stage, and be ready for use before installation;
- Shall be single source (only one system information/master in National level) and can be used by other governments if needed;
- Shall be designed to have a minimum of three customize different (customer connection) spaces to be used for internal ORI, other local levels for first implementation;
- Shall be able to be connected to and installed in ORI local’s website and also the NPHCS
DELIVERABLES
- Approved application scheme plan;
- Prototype of the integrated complaint handling application;
- Final modified SIMPeL application;
- User manual;
- Training module;
- Training report;
- Master plan for further improvement the SIMPeL application;
- Report on maintenance service to ORI.
Qualifications
- Professional Complaint Handling System with at least 5 years experience in CHS Consultancy Services
- Has a good knowledge and experience in conducting CHS audit.
- Good understanding of public services organization
- Has an experience in working with Government office is preferred.
Application should include a cover
letter, CV (including three references) and sample of website/application
developed by April 17, 2015 at the latest.
Please indicate ‘Case Management
Systems, as the subject of your email addressed to recruitment@msi-siap.com. Only shortlisted candidates will be
contacted.
