Lowongan Consultant, USAID CEGAH

Consultant for Drafting the Civil Servant Credit Score for the Public Complaint-Handling Service Officer of SP4N-LAPOR!, USAID CEGAH, Indonesia

Position:  Consultant
Required Task (Code Number):  18
Languages Required:  English & Bahasa Indonesia
Duration of Contract:  20 days
Working Period:  November 15, 2019 – January 30, 2019

Company Profile: 

MSI, a Tetra Tech Company, is a Washington, D.C. metro area international development firm with a 35-year history of delivering development results across the world. Our core expertise is in the fields of monitoring and evaluation (M&E), institutional development, public sector management, governance and anti-corruption. MSI has implemented projects in 90 countries around the world such as Jordan, Kenya, Indonesia, Syria, Pakistan, Afghanistan, Ukraine, Colombia and Mexico. As one of the leading companies in our field, MSI has partnered with organizations across all sectors of international development to support clients ranging from large bilateral and multilateral donors such as USAID, the World Bank and the United Nations Development Program to national and local governments, nongovernmental organizations (NGOs), think tanks, foundations and universities. For more information on MSI, please visit our website at www.msiworldwide.com.


According to Presidential Regulation (Perpres) No. 76/2013 on the Public Service Management System, the Government of Indonesia (led by the Ministry of Administrative and Bureaucratic Reform, or KemenPAN-RB) established the Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional (SP4N) – Layanan Aspirasi dan Pengaduan Online Rakyat (LAPOR!). SP4N-LAPOR! is designated to become a nationally integrated, one-stop system for managing public complaints. The system is aimed at increasing government accountability and improving government responsiveness for the implementation of public services. The system is also intended to increase the public’s participation in reporting complaints and dissatisfaction with the delivery of public services, both at national and local levels.

Law has mandated that SP4N-LAPOR! provide a complaint-handling service, and that a competent officer be assigned responsibility for the service (as stated in Law No. 25/2019 on Public Service, Article 36). This mandate also has a derivative regulation in KemenPAN-RB Ministerial Decree No. 24/2014, Article 1E on Pedoman Penyelenggaraan Pengelolaan Pengaduan Pelayanan Publik, which states that the officer who handles public complaints must have a structural or functional position within the ministry. This functional position will fulfill the lack of human resources for handling SP4N-LAPOR!

It is now necessary to develop a civil servant credit score for this functional position, to be part of the draft regulation on Jabatan Fungsional Pengelola Pengaduan Layanan Publik. The credit score will ensure the quality of the complaint-handling service officer by guaranteeing the objectivity, quality, transparency, staffing administration requirements, and the smooth implementation of civil servant management, including the civil service officer. USAID CEGAH will hire a consultant to assist KemenPAN-RB to draft the civil servant credit score. The consultant will work closely with USAID CEGAH and frequently consult with KemenPAN-RB to ensure that correct technical guidelines are being followed in establishing a credit score for the public complaint-handling officer.



Assist KemenPAN-RB in developing the civil servant credit score, specifically for the functional position that will handle SP4N-LAPOR!

Scope of Work

In coordination with KemenPAN-RB, the Consultant will help to review, improve, and produce specific guidelines, per the details below:

Assist MenPAN to finalize technical guidelines for Formulating the Credit Score for the Functional Position of the Public Complaint-Handling Officer (20 days)

In close coordination with KemenPAN-RB, the consultant must:

a.      Study and learn the existing academic paper on establishing the functional position of the public complaint-handling service (SP4N-LAPOR!).

b.      Consult regularly with Kedeputian Pelayanan Publik, Kedeputian Sumber Daya Manusia Aparatur of MenPAN, and other related ministries as needed to gather inputs into developing the credit score;

c.      Develop the credit score for the Jabatan Fungsional Pengelola Pengaduan Layanan Publik;

d.      Present a final draft to Kedeputian Pelayanan Publik and Kedeputian Sumber Daya Manusia Aparatur MenPAN for approval.


1.      Final draft of the civil servant credit score for the functional position of SP4N-LAPOR!, approved by KemenPAN-RB and USAID CEGAH. 

2.      Final report.


1.      Strong understanding of government policy and government administration;

2.      Practical experience with formulating civil servant credit scores and policies;

3.      Prior experience working with the government sector to provide technical expertise in   Sasaran Kerja Pegawai (SKP);

4.      Strong analytic, communication, and writing skills.

Please send CV (including three references) and application letter to  info@msi-cegah.com  before 7:00pm Jakarta time on November 08th, 2019.   Only shortlisted candidates will be contacted. Interview will be conducted on a rolling basis until a suitable candidate has been selected.

MSI is an EEO/AA/ADA Veterans Employer.

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