Vacancy: Professional Consultant, USAID CEGAH

 To Support for the Process to Formulate the Revised LAPOR! Memorandum of Understanding (MoU) and Assist Integration of the SP4N-LAPOR! application


Workdays: 30 days


RT: 18


Project Summary:

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




According to Presidential Regulation (Perpres) No. 76/2013 on the Public Service Management System, the Government of Indonesia (led by the Ministry of Administrative and Bureaucratic Reform, or KemenPAN-RB) established the Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional (SP4N) – Layanan Aspirasi dan Pengaduan Online Rakyat (LAPOR!). SP4N-LAPOR! is designated to become a nationally integrated, one-stop system for managing public complaints. The system is aimed at increasing government accountability and improving government responsiveness for the implementation of public services. The system is also intended to increase the public’s participation in reporting complaints and dissatisfaction with the delivery of public services, both at national and local levels. To support the Indonesian Government, since 2014, USAID has supported to enhance SP4N-LAPOR! both in terms of system development and strengthening of its management.


Under USAID-SIAP-1 program, USAID has assisted KSP, KemenPAN-RB and Ombudsman RI to facilitate the management transition from KSP to KemenPAN, which led to the execution of a tripartite memorandum of understanding (MOU) signed by KSP, KemenPAN-RB and Ombudsman RI. The following MOU was then formed as a Cooperation agreement which consist more detailed main duties and function of each agency. In order to continue the commitment of these three LAPOR! leading institutions, USAID will continue assisting KemenPAN-RB, KSP, and Ombudsman RI to refine the MOU for the coming five years. The MOU refinement is aimed for having multiple collaboration managing LAPOR! as National Complaint Handling System (NHCS) and enhance the parties’ involvement in the MoU, possibly the Ministry of Home Affairs as the coordinating ministry for local governments and the Ministry of Communication and Information (Kominfo). In addition, considering these recent developments, to support the government to design a single nation-wide application, USAID CEGAH will also continue to assist KemenPAN-RB, KSP and Ombudsman RI to integrate LAPOR! with the existing complaint handling system application in selected agencies.


In these regard, USAID CEGAH will hire a consultant to assist the integration process and provide technical documentation guidelines based on the existing assessment document that developed by the previous consultant, as well as assist KemenPAN RB-KSP-ORI to refine the MoU.   The consultant will work closely with USAID CEGAH and frequently consult with KemenPAN RB-KSP-ORI.



Position Summary:


This position will be held by an experienced consultant. The consultant will work to develop the LAPOR! version 3.2 technical guidelines. This work requires coordination with KemenPAN-RB, KSP and ORI to achieve the deliverables as detailed in this TOR. The consultant will also communicate, whenever appropriate, with USAID CEGAH.


Scope of Work:

1.       Revised LAPOR! MOU

       Working days    : 10 days

In close coordination with respective agencies the consultant must:


·       Study and learn the existing SOP, MOU and PKS for  SP4N-LAPOR! and assess the respective stakeholders to be included in the MOU.

·       In coordination with the LAPOR! leading institutions and the additional institutions to define the role of each institution in managing LAPOR! as national complaint handling system.

·       Consult regularly with KemenPAN-RB, KSP and Ombudsman Indonesia, including the additional institutions to gather inputs in regard to the MOU and role of each agencies.

·       Arrange meetings and coordinate with the respective agencies related to the MOU formulation, to discuss each role of the agencies.

·       Formulate and revised the MOU include the Perjanjian Kerja Sama (PKS) document.

·       Present a final draft of MOU and PKS to the beneficiaries and USAID CEGAH.


2.       Assist the Integration Effort

Working days    : 20 days

              In close coordination with respective agencies the consultant must:


·       Learn the current SP4N-LAPOR! version 3.2 integration guidelines.

·       Analyze the individual complaint handling applications of several agencies for integration into SP4N-LAPOR!

·       Assist KemenPAN-RB, KSP, Ombudsman and the selected agencies to integrate 7 individual complaint handling applications into SP4N-LAPOR!

Provide documentation the integration process.



1.       Revised SP4N-LAPOR! MOU

·       Approved workplan.

·       Approved Final draft of the revised MOU by KemenPAN RB, KSP, Ombudsman RI and USAID CEGAH

·       Approved Final draft of the revised PKS by KemenPAN RB, KSP, Ombudsman RI and USAID CEGAH

·       Final reports approved by KemenPAN RB, KSP, Ombudsman RI and USAID CEGAH


2.       Assist Integration Effort

·       Approved workplan.

·       Bi-weekly report on the technical assistance to integrate individual complaint handling applications into SP4N-LAPOR!

·       Documentation of the API

·       Final report approved by KemenPAN RB, KSP, Ombudsman RI, and USAID CEGAH




1.       Advanced knowledge on National Complaint Handling System (NHCS).

2.       Advanced knowledge on SP4N-LAPOR! policy framework.

3.       The applicant must have experienced in drafting MOUs or cooperation agreement

4.       As for the integration work, the applicant must have knowledge and experienced in developing an IT application program and develop API integration for minimum 5 years’ experience

5.       Good understanding on LAPOR! business model

6.       Prior experience working with the government sector to provide technical expertise.

7.     Strong analytic, communication, and writing skills. The applicant should ensure that project knowledge is well documented and best practices are transferred to a client.




Application should include a CV and contact information by April 26, 2021 at the latest. Please send applications to or  Only candidates who have been selected for an interview will be contacted. No phone calls, please.