Consultancy - Developing Management Information System for UPTD SPALD

Consultancy - Developing Management Information System

SNV Netherlands Development Organisation
SNV is an international not-for-profit development organisation, working in 38 countries in Africa, Asia, and Latin America. SNV specializes in supporting the resourcefulness of development actors by developing local capacities, improving performance and services, strengthening governance systems, helping to create access for excluded groups and by making markets work for the poor. Our global team of advisors use their specialist sector and change expertise in Agriculture, Renewable Energy and WASH to facilitate sustainable change in the livelihoods of millions of people living in poverty.

The Water, Sanitation, and Hygiene Sustainable Development Goals (WASH SDGs) Programme

SNV understands safe urban sanitation and hygiene services as a pre-condition for health and economic development in cities. With urban growth in Indonesia averaging 4.4% a year (World Bank, 2016), a failure to invest in urban sanitation will become a barrier for almost any development. Access to sanitation is a human right and governments are the duty bearers of progressive realisation of this right. With the Sustainable Development Goals (SDGs), Indonesia’s governments has committed to work towards universal access of safely managed sanitation services and improved hygiene.

Through its DGIS funded WASH SDGs programme, SNV supports local governments of Bandar Lampung & Metro Cities in Lampung Province and Tasikmalaya City in West Java Province to achieve sustainable and inclusive city-wide sanitation service in their area. In partnership with national and government counterparts, the WASH SDGs programme aims to improve the way human waste is managed by addressing the entire sanitation chain and answering different needs among the population with appropriate and sustainable service delivery models.


In this globalization era, domestic wastewater management operator / UPTD SPALD is required to improve their performance and competitiveness as service providers.

Based on research on sanitation mapping and sanitation services  conducted by SNV in 2018 in Tasikmalaya city, challenges face by domestic wastewater operators for professionalization that they didn’t have stretegic business plan or even simple business perspective.

Professional services, tasks and functions on domestic wastewater management must be integrated and coordinated systematically, for the community that being served, that they will get clarity on their requirement and needs, to what step of the request is being processed, when the desludging will be conducted, by whom and how the payment system be paid and the amount that must be given after the service is complete.

Internallly, clear planning, operational and reporting will make it easy for the UPTD SPALD to monitor staff performance and operators on duty, that are capable of carrying out tasks with good quality.

UPTD SPALD must develop strategic policy including efficiency policy within organization (organizational & management planning, human resources) and must be able to quickly and accurately make decisions to improve services to the community in order to become responsive, effective and innovative organization.

Management Information System (MIS is a very important support tool and can be said a must have system, for efficient and quality service operations and services. Management Information System that processes and integrates the entire operation and service system starting from receiving request,  desludging , transportation, disposal and treatment through integrated network system, needs to be done to get information quickly and accurate. The program and planning section can also easily monitor performance indicator by looking at the target, number of requests and services that can be done and checking response and feedback from customer can be tracked directly after the service is provided. So, it can provide information to all related unit and staff conveniently including reports submission in all units efficiently because all systems are integrated and connected.

Experience from UPTD SPALD Tasikmalaya  using manual administrative system shows that there are lots of opportunities being lost due to lack of coordination between personel and lack of accurate and quick information support provided. 

The main issues in providing efficient and quality services are:

Lack of planning and operational systems in the UPTD SPALD management resulting inefficiencies and weakening operational performance.
The existing information system cannot accommodate the need of information in order to make effective planning.
The absence of integrated system within a network inhibits data process flows to facilitate decision making process.
In addition to the above constraints and issues, the obligation  to implement Management Information System is also stipulated in the Ministry of Communication and Information Technology Regulation No. 10/2018 regarding the implementation of telecommunication and information technology universal services obligations to support provision of infrastructure and ecosystem and information technology facilities  in order to meet the needs of the community in a sustainable manner. This is also in line with PAN-RB Ministry Regulation No. 5/2018 concerning guidelines for electronic-based government information systems and the mandate of the President of Republic Indonesia that every government unit must have a system that is able to accommodate the needs of services that are fast, precise , simple and practical one of that is by using information technology in the implementation of activities.

Based on UPT PLCD Gresik experience, that is also a mentor for UPTD SPALD Tasikmalaya city under twinning program managed by FORKALIM to strengthened organization capacity and quality services, using Management Information System and launched GoPlong Application for operation efficiency and services. It starts from receiving request, desluding, transportation, disposal and treatment in the IPLT upto billing system and corresspondences in effective and integrated system.

With regards to  response , it becomes very efficient because the data input is done once by the competent personel while receiving request from potential customer, thus, service quality, personnel performance are improving as some of the regular and manual process have been skipped and processed digitally by the management information system. Similar to reporting and data monitoring that done by manual system now become automatic, quick and accurate. By doing this, staf and management can focus more on strategic development and expansion. In addition to this, implementation of MIS also increase accuntablity and transparency of services and operations that also implement good governance of the institution.

Based on the condition above, SNV planning to support the UPTD SPALD in Tasikmalaya to develop and set up Management Information System to increase efficiency and improve service quality as per standard.

In general, the objective to develop the MIS for the UPTD SPALD is to create an integrated management system that able to provide accurate information and data for planning, operation, execution, reporting, monitoring and evaluation to decision making at the management level.

Specific Objectives are:

Expand and improve existing system to provide added value to UPTD SPALD in Tasikmalaya City as domestic wastewater operator.
Increase efficiency and effectiveness of the UPTD SPALD and improve professionalism of the operator to provide quality services according to the standard.
Establish integrated monitoring and evaluation system for the UPTD SPALD in carrying out operational activities and increase transparency and accountability within the management up to household (customer) level.
Increase access and services of the UPTD SPALD to people of Tasikmalaya and potential partners.

Management Information System and application are developed, tested and operational in the UPTD SPALD Tasikmalaya.
Integrated Customer Database  (by name, by address, segmented group/classification, septic tank locations, sludge volume, distance of the septic tank location to main road, etc) developed and connected to UPTD SPALD operational & management .
Simple and user-friendly SOP are developed and available for UPTD SPALD Tasikmalaya personnel.

MIS training and testing conducted for UPTD SPALD personnel and customer.

Data collection method :

Primary data collection

Primary data collection through field visits, surveys, semi-structured interviews, key informant interview (KII), focus group discussions (FGD) may be done as relevant. Where national and local authorities need to be consulted, the selected consultant team should coordinate with City Coordinator/City advisor and should follow SNV’s guidelines/ protocols.

Secondary data collection
Secondary data collection may be conducted through desk review.
Consultancy Aspects:

-       Literature review on the knowledge of Management Information System on customer data base, payment mechanism and customer satisfaction, interactive and user’s friendly menus for the UPTD SPALD management, Operator & Customers/potential customers.

-       Payment mechanism and collection (type of biling and payment: cash/credit or installment, customer segmentation: individual toilet/communal system, social building, government building, business).

Preferences :

1.     Assess of potential location in the city for target location by:

-       Conducting septic tank census in selected area for 1000 HH

-       Condition of Building / house

-       Position / location of the septic tank in the premises.

-       Location of desludging hole

-       Sludge volume

-       Distance of septic tank location from main road

-       Latest of desludging period / frequency

-       Condition of containment (Septic tank/cubluk)

-       Segmentation target (HH / business/ government building / social building)

-       Type of service provision : desludging, fix toilet / clogged pipe, break floor for access / repair containtment, additional hose for desludging.

Preparation of Management Information System :
-       Aplication development on integration customer database to the system (L2T2 and L2T3)

-       Preparation of sensus to 1000 HH

-       Development of MIS based SOP

-       Development of desludging schedule

3.     Payment mechanism options,  potential expansion and financial projection (cash /non cash, billing system/collection)

4.     Management structures and human resource capacities (if necessary to establish additional unit for scheduled desludging team, number of truck and frequency, possibility of engaging private desludging).

5.     Information on customer satisfaction index for service provided, evaluation performance for improvement where data and reporting are integrated and can be generated in various format : Excel, PDF, Words, etc.

The expected deliverables from the selected consultants are:

a.     Detailed assessment protocol, including assessment questions, detailed methodology, Illustration of the MIS system and operational system.

b.  and work plan;

c.   Preliminary Report, in English, with a 2-3 pages summary in Bahasa Indonesia;

d.  Final Draft Report, in English, with a 2-3 pages summary in Bahasa Indonesia;

e.  Final Report in English, with a 2-3 pages summary in Bahasa Indonesia, submitted within seven days of receiving comments .

f.    A Power Point presentation with the key findings and recommendations,  in English and in Indonesian (to be delivered to Tasikmalaya LG)

This consultancy period is 12 weeks and maybe started in June 2020 (as soon as possible upon consultant appointment and contract assignment). The period of work for each deliverable is given in the time line below.


Advise on the assessment set up and design, provide feedback as required;
Pay the fee and costs related to the research;
Assist with arranging contact with relevant stakeholders (interview, FGD, etc.) as required.
Consultants/Assessment Team

Lead the assessment and reports writing;
Involve SNV and relevant local government in the process.

The applicants are requested to submit a financial proposal which covers consultancy fee and activity costs as relevant.

SNV will cover all relevant activity costs, i.e. travels and accommodation costs for the field activities according to SNV’s internal policy.

Consultants will report to Tasikmalaya City Coordinator and will work closely with City advisor assigned to support the assessment.

Payment will be made in IDR to the agreed account.

A team of consultants is expected (not a single individual), up to 4 members. The consultant team should be comprised of (at least):

One highly qualified (masters level minimum and 5 years’ experience) information technology/programmer/business/social/sanitation (or a relevant academic background)
One highly qualified (masters level minimum and 5 years’ experience) business/data management  research / analyst
One qualified social sciences expert, able to deal with socio-cultural/ acceptability aspects
Other(s) with relevant profile
The consultant team must be fluent in Bahasa Indonesia and able to write report in English.

Please send the application documents as follow:

Preliminary technical and financial proposal
CV of the team members
Project references
to and copy to :  by 10th May 2020  with the subject “Consultancy – MIS Development for UPTD SPALD ”

For more information on SNV please refer to our website:

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