Lowongan Consultant, USAID CEGAH

Consultant to Finalize the Business Process of the Public Service Complaint Handling System According to the Presidential Decree on Government-Based Electronic Systems (Sistem Pemerintahan Berbasis Elektronik), USAID CEGAH, Indonesia

Position:  Consultant
Required Task:  18
Languages Required:  English & Bahasa Indonesia
Duration of Contract:  10 days
Working Period:  December 02, 2019 – February 28, 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 <http://www.msiworldwide.com/>

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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 – Layanan Aspirasi dan Pengaduan Online Rakyat (SP4N-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.

The SP4N-LAPOR! system improved significantly following a recent upgrade (from version 2.0 to 3.0). The application is also available on many platforms, including the Android Mobile Application. Given its broad availability, SP4N-LAPOR! is expected to receive 700 to 3,000 complaints per day and become a ‘no wrong door’ policy for handling public complaints nationwide. Local government agencies are also beginning to connect with SP4N-LAPOR! As mandated by a Circular Letter (Surat Edaran) of the Ministry of Home Affairs (No 490/10005/SJ, 2019), SP4N-LAPOR! aims to become a National Complaint Handling System (NCHS). The Ministry’s letter also encouraged local government agencies in Indonesia to use and integrate existing complaint handling system applications into SP4N-LAPOR!

Furthermore, Precedential Decree No. 95/2018 on Government-Based Electronic Systems (SPBE) indicates that all government agencies should use an Aplikasi Umum (one single, nationwide application) for e-government iniatives, which is intended to make government operational costs more effective and cost-efficient. The use of single, unified applications is intended to provide e-government services that support government activities in the fields of planning, budgeting, procurement of government goods and services, performance accountability, monitoring and evaluation, filing, staffing, and the development of the application for handling public service complaints. USAID CEGAH has supported the Ministry of Administrative and Bureaucratic Reform in drafting a set of standards that will govern business processes for the public service complaint handling system and be included in a ministerial technical regulation.

Considering these recent developments, USAID CEGAH will now hire a consultant to assist the Ministry of Administrative and Bureaucratic Reform in finalizing the business process of the public service complaint-handling system (LAPOR!). The consultant will work closely with USAID CEGAH and consult frequently with the Ministry of Administrative and Bureaucratic Reform to develop the correct business process, and to finalize the formal document.



Assist KemenPAN-RB in reviewing and finalizing the business process of SP4N-LAPOR! The consultant will produce a final draft of SP4N-LAPOR! documentation based on the business process, data, and information.

Scope of Work

In coordination with KemenPAN-RB, the Consultant will:

·        Assist MenPAN to finalize the standard Business Process of SP4N (10 days)

The consultant will need to ensure that the final draft of the Standard Proses Bisnis pada Pengelolaan Pengaduan Layanan Publik dan SP4N LAPOR! meets existing regulations. To this end, the consultant will need to:

a.      Study and learn the existing draft of Standard Proses Bisnis pada Pengelolaan Pengaduan Layanan Publik dan SP4N LAPOR!;

b.      Conduct regular consultations to finalize the draft with Kedeputian Pelayanan Publik and Asdep Perumusan Kebijakan dan Koordinasi Pelaksanaan Sistem Administrasi Pemerintahan dan Penerapan Sistem Pemerintahan Berbasis Elektronik;

c.      Present a final draft for approval to Kedeputian Pelayanan Publik and Asdep Perumusan Kebijakan dan Koordinasi Pelaksanaan Sistem Administrasi Pemerintahan dan Penerapan Sistem Pemerintahan Berbasis Elektronik.


1.      Final draft of Standard Proses Bisnis pada Pengelolaan Pengaduan Layanan Publik dan SP4N LAPOR!, approved by KemenPAN-RB and USAID CEGAH.

2.      Final report.


1.      Minimum 3 years of professional experience analyzing business processes for public complaint handling systems is required.

2.      Advanced knowledge of Government-Based Electronic Systems (SPBE) and e-government policy.

3.      Good understanding of information systems and user management.

4.      Good understanding of ICT development in the government sector.

5.      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 21st, 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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