Management systems international
StrengtHening Integrity and accountability program 1 (SIAP 1)
Support for Administrative and Bureaucratic Reform
Terms of Reference
Position : Complaint Handling System (CHS) Consultant
Languages Required : Indonesia
Duration of Contract : 30 working days
Working Period : December 17th 2012 – January 31 st2013
Counterpart (User) : Ministry of Administrative and Bureaucratic Reform (MenPAN&RB)
BACKGROUND
SIAP 1 has been working with MenPAN&RB only recently, but cooperation currently involves a broad portfolio of public policy and internal management. As part of preparation in developing the National Complaint Handling System, MenPAN&RB is keen to improve its own internal complaint handling system (which currently manual and utilizes parallel tracks for different media of complaints) to be more integrated and automated/online.
To support this effort, SIAP 1 will hire 2 consultants; 1 consultant on Complaint Handling System, and 1 IT consultant.
At the outset, SIAP 1 will engage the services of the consultant on complaint handling system to assist in assessing the existing complaint handling system, and assist MenPAN&RB in improving the system, with recommendation on requirement for adoption the automated system included.
The expert will draft an action plan to reach these objectives, present it to MenPAN&RB for feedback and then assist them in implementing the plan.
Based on result of the CHS Consultant, the IT consultant hence will work to assist MenPAN&RB in developing the Automated/online Complaint Handling System (ACHS).
Objective: An Integrated Complaint Handling System
Activities:
1. Assess current MenPAN&RB CHS;
2. Provide detailed descriptions of action plan and recommendation for improvement of the CHS, including this necessary to automate the CHS, which include:
a. detailed descriptions on the solution of the data base information system as the main source of information for personnel that relates to tasks, functions, and authorities of MenPAN &RB in responding to the complaint or case ;
b. detailed descriptions on the solution for MenPAN&RB case/complainthandling management system that tracks and shows the status and progress of the complaint handling, from open case till close case, including information dashboard for MenPAN&RB. This system also can be used for assessing apparatus performance ;
c. detailed recommendation on the Standard Operating Procedure (SOP) for MenPAN&RB on how to respond, receive, reply and track down all the progress and status of the incoming Complaint or Case from open till close.
d. detailed descriptions on the process of automatic respond machine to acknowledge and confirm that MenPAN&RB received customer complaint/request/inquiry;
e. recommendation to involve all the communication media for incoming channels (not only E-mail) such as voice telephone call, SMS, Facsimile, scanned document, etc.
3. Present the analysis and recommendations to MenPAN&RB
4. Assist MenPAN&RB to improve the CHS
DELIVERABLES
1) Report on Assessment of current CHS of MenPAN&RB.
2) Preliminary Recommendations on improving CHS of the MenPAN&RB’s, which include:
a. detailed descriptions on the solution of the data base information system as the main source of information for personnel that relates to tasks, functions, and authorities of MenPAN &RB in responding to the complaint or case ;
b. detailed descriptions on the solution for MenPAN&RB case/complaint handling management system that tracks and shows the status and progress of the complaint handling, from open case till close case, including information dashboard for MenPAN&RB. This system also can be used for assessing apparatus performance ;
c. detailed recommendation on the Standard Operating Procedure (SOP) for MenPAN&RB on how to respond, receive, reply and track down all the progress and status of the incoming Complaint or Case from open till close.
d. detailed descriptions on the process of automatic respond machine to acknowledge and confirm that MenPAN&RB received customer complaint/request/inquiry;
e. recommendation to involve all the communication media for incoming channels (not only E-mail) such as voice telephone call, SMS, Facsimile, scanned document, etc.
3) Presentation of recommendations to MenPAN&RB leadership
4) Report on result of improvement made to the CHS of MenPAN&RB.
Qualifications
1. Professional Complaint Handling System with at least 5 years experience in CHS Consultancy Services
2. Has a good knowledge and experience in conducting CHS audit.
3. Good understanding of public services organization
4. Demonstrate an understanding on Bureaucratic Reforms issues, experienced in working with Government office is preferred.
This is a local position; only Indonesian nationals will be considered. Only candidates who have been selected for an interview will be contacted. Interested candidates please send your cover letter and CV(including three references) to *hong@msi-siap.com* no later than 17 December 2012.
StrengtHening Integrity and accountability program 1 (SIAP 1)
Support for Administrative and Bureaucratic Reform
Terms of Reference
Position : Complaint Handling System (CHS) Consultant
Languages Required : Indonesia
Duration of Contract : 30 working days
Working Period : December 17th 2012 – January 31 st2013
Counterpart (User) : Ministry of Administrative and Bureaucratic Reform (MenPAN&RB)
BACKGROUND
SIAP 1 has been working with MenPAN&RB only recently, but cooperation currently involves a broad portfolio of public policy and internal management. As part of preparation in developing the National Complaint Handling System, MenPAN&RB is keen to improve its own internal complaint handling system (which currently manual and utilizes parallel tracks for different media of complaints) to be more integrated and automated/online.
To support this effort, SIAP 1 will hire 2 consultants; 1 consultant on Complaint Handling System, and 1 IT consultant.
At the outset, SIAP 1 will engage the services of the consultant on complaint handling system to assist in assessing the existing complaint handling system, and assist MenPAN&RB in improving the system, with recommendation on requirement for adoption the automated system included.
The expert will draft an action plan to reach these objectives, present it to MenPAN&RB for feedback and then assist them in implementing the plan.
Based on result of the CHS Consultant, the IT consultant hence will work to assist MenPAN&RB in developing the Automated/online Complaint Handling System (ACHS).
Objective: An Integrated Complaint Handling System
Activities:
1. Assess current MenPAN&RB CHS;
2. Provide detailed descriptions of action plan and recommendation for improvement of the CHS, including this necessary to automate the CHS, which include:
a. detailed descriptions on the solution of the data base information system as the main source of information for personnel that relates to tasks, functions, and authorities of MenPAN &RB in responding to the complaint or case ;
b. detailed descriptions on the solution for MenPAN&RB case/complainthandling management system that tracks and shows the status and progress of the complaint handling, from open case till close case, including information dashboard for MenPAN&RB. This system also can be used for assessing apparatus performance ;
c. detailed recommendation on the Standard Operating Procedure (SOP) for MenPAN&RB on how to respond, receive, reply and track down all the progress and status of the incoming Complaint or Case from open till close.
d. detailed descriptions on the process of automatic respond machine to acknowledge and confirm that MenPAN&RB received customer complaint/request/inquiry;
e. recommendation to involve all the communication media for incoming channels (not only E-mail) such as voice telephone call, SMS, Facsimile, scanned document, etc.
3. Present the analysis and recommendations to MenPAN&RB
4. Assist MenPAN&RB to improve the CHS
DELIVERABLES
1) Report on Assessment of current CHS of MenPAN&RB.
2) Preliminary Recommendations on improving CHS of the MenPAN&RB’s, which include:
a. detailed descriptions on the solution of the data base information system as the main source of information for personnel that relates to tasks, functions, and authorities of MenPAN &RB in responding to the complaint or case ;
b. detailed descriptions on the solution for MenPAN&RB case/complaint handling management system that tracks and shows the status and progress of the complaint handling, from open case till close case, including information dashboard for MenPAN&RB. This system also can be used for assessing apparatus performance ;
c. detailed recommendation on the Standard Operating Procedure (SOP) for MenPAN&RB on how to respond, receive, reply and track down all the progress and status of the incoming Complaint or Case from open till close.
d. detailed descriptions on the process of automatic respond machine to acknowledge and confirm that MenPAN&RB received customer complaint/request/inquiry;
e. recommendation to involve all the communication media for incoming channels (not only E-mail) such as voice telephone call, SMS, Facsimile, scanned document, etc.
3) Presentation of recommendations to MenPAN&RB leadership
4) Report on result of improvement made to the CHS of MenPAN&RB.
Qualifications
1. Professional Complaint Handling System with at least 5 years experience in CHS Consultancy Services
2. Has a good knowledge and experience in conducting CHS audit.
3. Good understanding of public services organization
4. Demonstrate an understanding on Bureaucratic Reforms issues, experienced in working with Government office is preferred.
This is a local position; only Indonesian nationals will be considered. Only candidates who have been selected for an interview will be contacted. Interested candidates please send your cover letter and CV(including three references) to *hong@msi-siap.com* no later than 17 December 2012.
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