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Term of Reference
LAPOR’s Customer Satisfaction Survey

Position: Consultants for Customer Satisfaction Survey
Period: June-July 2016

Background
The Government of Indonesia continues its efforts to improve the quality of public services. One of them is to provide access to the public to deliver its complaints on public services provided by public institutions, as stated in Law Number 25 year 2009 on Public Services. President has enacted the President Regulation (Perpres) Number 76 Year 2013 on the management of public services, which stipulates the establishment of the National Public-Service Complaint Handling System (SP4N), an integrated system of public complaints of all government institution in regards to the public services. KemenPANRB, ORI, and the Office of the Presidential Staff (KSP) is working together to improve LAPOR (the complaint channel developed by UKP4) which has been declared by KemenPANRB as the national online public service complaint system, using a new brand: LAPOR!SP4N. LAPOR!SP4N will be managed in coordination between the Office of the Presidential Staff (KSP), KemenPANRB, and ORI.
Since 2015, SIAP 1 committed to support the establishment of LAPOR!SP4N which include development of additional features of the existing LAPOR, SOPs, and trainings. However, to better improve the performance quality of LAPOR!SP4N, it is necessary to assess the impression of citizens as the LAPOR’s users/beneficiaries to get their opinion and inputs for future improvement, through a survey. It is expected to measure LAPOR’s 1) accessibility in term of user interface, variety of channels, simplicity, easiness, 2) responses in term of quick responds and quick solving, and 3) accountability in term of transparency of complaint handling process.  The survey would be conducted through phone call, sms, or email to several respondents who submitted complaints to LAPOR. Result of this survey is also expected to be a baseline for the LAPOR!SP4N to be reviewed in the next 5 years. As part of SIAP 1 support, we’d like to seek a third party to conduct the survey.  

Objective
A baseline of LAPOR’s customer satisfaction is developed.

Scope of Work
The survey would be a quantitative survey with few open question, to assess the satisfactory of LAPOR complainants who submitted their complaints to LAPOR in 2015. The respondents would represent 5 big islands (Java, Sumatera, Kalimantan, Sulawesi, and Papua), with maximum of 1000 respondents.

Preparation of survey
  • Review LAPOR statistic and document
  • Consult with MenPAN-ORI-KSP on the purpose and target of survey
  • Develop design of survey, include identified sampling respondents, draft of questioners, method of data analysis.
  • Present the survey design to MenPAN-ORI-KSP and MSI for approval.
Survey Implementation
  • Conduct data gathering through phone call/sms.
  • Conduct data analysis
  • Develop report of result of the survey
Presentation of result
  • Present the survey result to MenPAN-ORI-KSP and MSI
  • Develop final report
Deliverables:
  • Approved Survey Design
  • Draft of survey report to be presented to MenPAN-ORI-KSP -MSI
  • Final report.
Period of Contract
  • 1,5 months
Budget: the survey cost shall not exceed than Rp. 46.000.000
Qualifications:
  • Strong skill in social research with minimum 2 years of experience.
  • Have good understanding on public services law.
  • Experienced working with USAID program is preferred
  • Ability to deliver timely and high quality results under tight deadlines
  • Excellent coordination skills, and an ability to follow instructions and work under pressure
Proposal
Interested candidates should provide the following:
  • CV
  • Portfolio
  • Budget estimation with minimum information as follow:
No
Items
Detail
Unit
Cost per unit
Total
1
Budget estimation for  developing survey design



2
Budget estimation for data gathering



3
Budget estimation for data analysis and reporting




Total




Please send your proposal indicate “LAPOR survey” as the subject of your email addressed to recruitment@msi-siap.com no later than June 7, 2016. Only shortlisted candidates will be contacted.