Vacancy: Consultant, USAID CEGAH, Indonesia

Consultant for Development of SP4N-LAPOR! COVID-19 Dashboard (Web Version)

 USAID CEGAH, Jakarta, Indonesia 

Working Period: 19 days (RT 18)

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

Project Summary:

CEGAH is a 5-year USAID-funded accountability and integrity program that works with a wide range of Indonesian governmental and non-governmental agencies. The program runs between 2016 and 2021. The project is implemented by Management Systems International (MSI).


According to the Presidential Regulation (Peraturan Presiden or Perpres) No. 76/2013 on Public Service Management System, Government of Indonesia (GoI) led by KemenPAN-RB established Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional (SP4N) - Layanan Aspirasi dan Pengaduan Online Rakyat (LAPOR!) as an integrated public complaint management system. SP4N-LAPOR! is designated to become a one-stop national complaint handling management system for public services. The system aims to increase government accountability and improve government responsiveness for the implementation and delivery of public services. Another purpose of the system is to increase public participation in reporting complaints and dissatisfaction on public services, to the government at the national and local levels.

SP4N-LAPOR! has had significant improvements by upgrading from version 3.0 to 3.1. The application (app) is also available on many online platforms such as a dedicated website, via Short Messaging Service (SMS), and via social media such as twitter. The app is available for download on the Android and iOS mobile software. Due to its vast reach online, SP4N-LAPOR! currently receives an average of 500 complaints per day and has become a no-wrong door policy in public complaint handling nationwide. The SP4N-LAPOR! system manages complaint data nationwide in the range of 190,000 complaints that are recorded in its database. This number is expected to continue increasing every year.

In response to covid-19 pandemic situation, SP4N-LAPOR! currently is enhanced with a new feature that enable LAPOR! to support an emergency especially during COVID-19 pandemic. The feature supports to accelerate response time during covid-19 called advanced filtering using rules engine method. This feature implements auto-detect on the incoming complaints using specific keywords and then system will send the complaints to the respective agencies for further follow up. This new feature can shorten the disposition time to only one day and follow up response time at maximum becomes two days which less than the average standard business process of LAPOR!

Considering the massive complaints related to COVID-19 is received through LAPOR! those incoming complaints require intensive monitoring and evaluation to ensure that such emergency complaints are properly managed in LAPOR! system. In this regard, USAID CEGAH seeks to appoint a consultant to develop COVID-19 Dashboard of SP4N-LAPOR! The consultant will assist KSP, KemenPAN-RB, AND Ombudsman RI in developing the requirements of LAPOR! COVID-19 Dashboard.

Position Summary:

This position will be held by an experienced software developer. The consultant will work to provide recommendations for COVID-19 dashboard design and system programming to develop the dashboard (web version) for LAPOR! This work requires coordination with SP4N-LAPOR! teams from leading institutions; KemenPAN-RB, the Executive Office of the President (KSP), and Ombudsman of the Republic of Indonesia (ORI) to implement the deliverables as detailed in this TOR. The consultant will also communicate, whenever appropriate, with the developer team to be updated regarding the new features or enhancements of SP4N-LAPOR! particularly those relating to COVID-19 dashboard system.


In coordination with the leading institutions and USAID CEGAH, the consultant will conduct COVID-19 requirement elicitations for LAPOR! The consultant will develop the COVID-19 dashboard based on the approved design system and dashboard report analysis requirements.

Scope of Work:

1.      Three days:

o   Conduct an initial meeting with KemenPAN-RB, KSP, ORI, USAID CEGAH, and LAPOR! developers;

o   Learn the existing LAPOR! system documentation, business processes, and policies;

o   Learn the existing issues on LAPOR! COVID-19 dashboard requirements;

o   Conduct an assessment on the need for LAPOR! COVID-19 dashboard; and

o   Create a workplan for developing the LAPOR! COVID-19 dashboard (web version).


2.      Thirteen days:

o   Analyze the dashboard system and data analysis requirements and create the design mock-up.

o   Develop beta version LAPOR! COVID-19 dashboard for LAPOR! website with detail as below:

i.          Adding one new layout-page for LAPOR! Dashboard based on complaint’s category

ii.          Adding data filter function based on the category structure, per region and complaint’s date reported

iii.          Display the complaint’s status (verification, follow up, disposition, final status, and total complaints)

iv.          Display report complaints per region (the map, total complaints, and complaints based on the category)

v.          Institution performance based on the complaint’s status

vi.          Top 10 institutions performance

vii.          Monthly incoming reports based on the status and category

viii.          Report trend based on the process

ix.          Report source and classification per region

x.          Download and filter function

xi.          Adjusting and perform data quality check in data warehouse

xii.          Create table report API based for dashboard visualization

3.      Three days:

o   Run the user acceptance test (UAT) with KSP, KemenPAN-RB, and ORI.

o   Develop final version of LAPOR! COVID-19 dashboard for LAPOR!

o   Finalize the COVID-19 dashboard system and conduct final UAT.


All deliverables must be approved by KemenPAN-RB, KSP, ORI and USAID CEGAH.

1.      Approved workplan;

2.      Approved mock-up LAPOR! COVID-19 dashboard system design for LAPOR! 

3.      Approved beta version of LAPOR! COVID-19 dashboard (web version) for LAPOR!

4.      Approved final User Acceptance Test report; and

5.     Approved final version of LAPOR! COVID-19 dashboard (web version) for LAPOR!

General Provisions and Limitations:

It is strongly required that the consultant give regular updates to USAID CEGAH during the development progress;
All final decisions related to this project will be made by USAID CEGAH; and
Any communication with USAID is the authority of the Chief of Party (COP) and MSI/HQ responsible and authorized personnel.

1.      Professional IT developer with at least five years of experience in website and database development;

2.      Demonstrated experience to analyze, design and develop software, web-based application;

3.      A minimum of five years of experience related to web programming (PHP, MYSQL, AJAX, CSS, HTML, HTML5 and jQuery);

4.      Familiarity with public service and e-government;

5.      Prior experience working with government clients is preferred; and

6.      Strong management skills, and an ability to work with a team and/or independently with minimum supervision.

7.      Strong analytical, communication, and writing report skills.

Application should include a CV and contact information by June 10, 2020 at the latest. Please send applications to Only candidates who have been selected for an interview will be contacted. No phone calls, please.

MSI is an EEO/AA/ADA Veterans Employer

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