The World Bank Job Consultant: Service Delivery Problem Solving for the MELAYANI Program, Indonesian

Improving local public service delivery is one of the four pillars of the World Bank Country Partnership Framework for Indonesia. The World Bank supports a range of projects and programs across different decentralized sectors. With the support of multiple donors, the Decentralization that Delivers Program is supporting a range of advisory activities to help the Government of Indonesia improve the systems that shape the effectiveness and accountability of local governments for service delivery.

The Decentralization that Delivers Program has already undertaken an initial support to two district governments to identify, analyze and address service delivery needs, using the Rapid Assessment and Action Plan (RAAP) tool that has been developed by the World Bank and implemented in Latin American countries. Building from the lessons from RAAP, the program is launching a follow-up pilot named MELAYANI – Untangling Problems to Improve Service Delivery (MEnguraikan MasaLAh Perbaikan LaYANan Dasar di Indonesia).

The objectives of MELAYANI are: a) to understand how districts mobilize collective action to identify and solve problems and to inform better design of interventions targeting improved local public service delivery in Indonesia; and b) to develop a problem-driven model that could be scaled up and deployed as part of capacity building support to improve service delivery, including through the GoI and Work Bank operation. 

Scope of work
The consultant will be placed at each program site and provide on-site support to the local governments that are participating in the MELAYANI program. The consultant’s overall responsibility is to facilitate the local government in undertaking the MELAYANI process. It is important to note that the consultant should, as much as possible, provide technical guidance to the local government team, and not attempt to carry out the problem solving steps him/herself, In order to build local capacity in the approach.

S/he will work together with the local government team to: define the problem(s), break down problems based on data analysis, devise actions/programs to address the problems, monitor implementation of actions/programs, conduct regular review of the implemented actions, tackle obstacles when implementation is off track, adjust actions/programs if needed.​

The tasks of the consultant are as follows, however specific details of the tasks may evolve during implementation.

  • Build relationship with the assigned local government and support them to develop a work plan for the implementation of MELAYANI in their region;
  • Facilitate the formation of a problem solving team within the assigned  local government;
  • Facilitate and provide technical guidance to the “local government problem solving team” to conduct the following activities: define the problem(s), break down the problems based on data analysis, devise actions/programs to address the problems, monitor implementation of actions/programs, conduct regular review of the implemented actions, tackle obstacles when monitoring shows that implementation is off track, adjust actions/programs if needed;   
  • Facilitate the convening of relevant government and non-government stakeholders to undertake the identified actions to address the selected problem(s), this could be done through workshops with the stakeholders for example;
  • Encourage the local government team to engage with local civil society organizations relevant to the selected service delivery problem and seek their inputs during the problem solving process;
  • Support the local government to identify additional expertise required to address the problem, should the existing team does not have the specific skill set;
  • Work together with technical expert(s) to provide technical support to the local problem solving team whenever needed;
  • Regularly report the progress of the activity in their respective region to the managing organization and the MELAYANI program team at the World Bank Office in Jakarta;
  • Participate in cross-region learning and knowledge sharing sessions;
  • Prepare administrative report as required;
  • Any other support relating to the implementation of MELAYANI program.
The following qualifications are required:

  • Have a minimum of Bachelor Degree in a relevant field;
  • Minimum of 3 years of experience working in the field of public administration, management consulting, local governance, public service delivery, community development and other relevant field;
  • Demonstrated knowledge and skills (experienced) on facilitation and consulting in the public sector;
  • Demonstrated experience in convening government and non-government stakeholders;
  • Demonstrated excellent analytical and thinking skills;
  • Excellent oral and written communication skills;
  • Ability to be stationed and work in the regions, including in remote areas;
  • Experience in Indonesia development context.

​Please submit a Expression of interest, CV by 31 January 2017 (the latest) with subject Service Delivery Problem Solving Consultant for the MELAYANI Program to: melayani2017@gmail.com