National Consultant to Revise Public Service Complaint Handling Regulation

United Nations Development Programme (UNDP)

United Nations Development Programme (UNDP)

National Consultant to Revise Public Service Complaint Handling Regulation


Interest candidate has to access procurement notice Ref.: IC/UNDP/SP4N-LAPOR/033/2022 – National Consultant to Revise Public Service Complaint Handling Regulation following link:

We encourage you to submit your application through this website and send the complete application to [email protected] (only application with complete supporting document received in [email protected] before or at the closing date will be proceed).


The United Nations Development Programme (UNDP) in Indonesia is initiating a new programme with the Korean International Cooperation Agency (KOICA) to support the Government of Indonesia in strengthening government capacity to handle civil petitions that can improve public service provision over time. In doing so, UNDP and KOICA established a tripartite collaboration with the Ministry of Administrative and Bureaucratic Reforms (KemenPAN-RB) to develop a comprehensive and integrated national strategy on the public service complaint handling management system. This collaboration is also intended to capacitate respective agencies responsible for the management and operation of SP4N-LAPOR!.

SP4N-LAPOR! is an online citizen complaint handling management system and was designed to increase public participation in the supervision of programs and government performance as well as the provision of public services. LAPOR! is an integrated online system that is easily accessible through various online platforms including 1) text messaging 1708 (based on Indonesia’s Independence Day on 17 August), 2) mobile application (LAPOR!) on Android and Blackberry – IOS still under development, (3) the internet (, 4) Facebook (, 4) Twitter (@LAPOR1708 or #LAPOR), 5) YouTube (@LAPOR1708), and 6) Instagram (@LAPOR1708).

SP4N-LAPOR! project aims to enhance the e-governance system in Indonesia’s government by strengthening the national complaint handling system (SP4N-LAPOR!). In achieving the objective, three main outputs are expected to be performed:

1. Develop master plan and roadmap for a comprehensive national complaint handling system (SP4N-LAPOR!).

2. Enhance institutional capacity on complaint handling at the level of national and subnational governments, through invitational and local training.

3. Increased government and public awareness on SP4N-LAPOR!, and citizen participation to improve the system, with particular attention to women, youth, Persons with Disabilities (PwDs) and other marginalized groups of the population through Workshops and Promotions.

This project will conduct benchmarking with other e-governance success stories to accommodate public complaints and aspirations to improve public service quality, such as E-People in the Republic of Korea. Through these online platforms, citizens can submit their petitions and complaints to uncover internal issues or in-service provisions highlighting existing challenges. KemenPAN-RB is the responsible agency for managing daily operations and administration of LAPOR!. As of March 2017, SP4N-LAPOR! had attracted more than 560,000 users and continues to receive, on average, 460 daily reports through the platform. To this end, SP4N-LAPOR! has become the forerunner of national integrated complaints management systems.

KemenPAN-RB has recently renewed the Memorandum of Understanding (MOU) with other agencies as national partners in managing SP4N-LAPOR! As a result, as of 2021, there are five official national agencies, namely KemenPAN-RB, the Executive Office of the President (KSP), Ombudsman RI, Ministry of Home Affairs (Kemendagri), and Ministry of Communication and Informatics (Kominfo), with the role as leading institutions in managing national public complaint handling management system. Following this new MOU, the five leading institutions are also renewing the service agreement specifying the role and function of each institution to manage the public service complaint handling system.

With much progress in managing SP4N-LAPOR!, the mechanism of SP4N-LAPOR! interoperability and management have changed. Therefore, an adjustment in the regulation of SP4N-LAPOR! is required. One of SP4N-LAPOR! legal basis is the Ministerial Decree PAN-RB (PermenPAN-RB) no 62/2018 on complaint handling the management of public services. To align the new focus of Roadmap SP4N-LAPOR! and the new role between five leading institutions of SP4N-LAPOR!, this existing Ministerial Decree PAN-RB no 62/2018 is suggested be revised. This adjustment will update the aspect of governance, management, and business process of SP4N-LAPOR! following several changes on those aspects.

Building on that background and further consultation with KemenPAN-RB, UNDP-KOICA for SP4N-LAPOR! project has expressed its commitment to continue supporting KemenPAN-RB in providing strategic support for the development of SP4N-LAPOR! through a National, Consultant to Revise Public Service Complaint Handling Regulation. The national consultant will provide substantive support and input in revising the existing regulation on improving the public service complaint handling management system. Furthermore, given that the context is about enhancing the existing regulation, the national consultant will coordinate with KemenPAN-RB and other SP4N-LAPOR! Leading institution as peer reviewers, as required.

Duties and Responsibilities

Scope of Work

The overall objective of this consultancy service is to provide: (1) review of the relevant documents; (2) draft of the regulation; (3) advisory service by providing substantive inputs and facilitating several meetings.

For this purpose, the selected consultant is required to coordinate, collaborate and engage with the Administrative and Bureaucratic Reforms (KemenPAN-RB), and other SP4N-LAPOR! Leading institutions as required, as well as with SP4N-LAPOR! Project through UNDP Indonesia (SP4N-LAPOR! PMU) as lead/coordinating Agency in Indonesia, for providing review to the Consultant’s outputs.

Under the direct supervision of National Project Manager of SP4N-LAPOR!, overall objective of this consultancy service is to revise the existing PermenPAN-RB No.62 which consist of:

Provide a work plan with detailed timeline to complete all deliverables, present it to the key partner in a kick-off meeting.
Carry out a review of the relevant documents and regulations to understand the context, existing policies and regulation of SP4N-LAPOR!. These will include the existing regulations on public service and public complaint handling (ministerial decree including PermenPANRB No.62/2018 or UU No 25/2019, etc.), roadmap of public service complaints management system (PermenPANRB No 46/2020), and other relevant documents such as public complaint management regulations in Kemendagri and Kominfo, as well as PermenPANRB No.8/2022 on formulation of ministerial decree. UNDP will provide the documents (or the regulations can be accessed via
Organize and facilitate consultation meetings, a FGD, and a stakeholder hearing to obtain feedback. The consultant must coordinate with key partners on the target participants of each meeting.
Lead and provide substantive inputs in every meeting.
Provide an inception report and minutes of meetings.
Develop academic paper/urgent manuscript.
Revise the existing PermenPANRB No.62/2018 and ensure the alignment of this regulation with other public service complaint handling management regulations across SP4N-LAPOR! leading institutions.
According to the scope of work above, the major outputs for this assignment will be:

Detailed workplans and an inception report including findings on:
Background, objective, output, theoretical framework, methodology.
Current institution arrangement of SP4N-LAPOR!, management and business process of complaint handling mechanism, and current policy and regulations of complaint handling mechanism across institutions.
Gap analysis (substantive challenges/issues that needs to be added into the revision).
Information on detailed process of the draft to be enacted as a ministerial decree (in line with national, technical, and procedural requirements).
Final version of academic paper/urgent manuscript (naskah urgensi).
Final version of revised PermenPANRB No 62 based on feedback from consultation meetings, FGD, and a stakeholder hearing. The final draft must be incorporated with inputs gathered from a stakeholder hearing.
Activity report including minutes meetings, report summarizing inputs gathered through meetings/FGDs, and slide power point presentations to be attached as annexes.


Competencies and skill requirements:

Sound familiarity with government administrative procedure and mechanism, public service management, and public complaint handling management.
Fluency in English with excellent communication and writing skills.
Strong motivation & ability to work & deliver under short deadlines.
Focuses on impact & result for the client & responds positively to critical feedback.
Able to work independently with little or no supervision.
Previous experience in conducting gender sensitive research is strongly desired.


Required Skills and Experience

Academic Qualifications

Master’s degree in law, public policy, public administration/management.

Years of experience

Master’s with at least 13 years’ working experience and have experience in developing policy papers/recommendations/draft regulations (such as a draft ministerial decree or ministerial regulation), institution’s plan such as Technical Action Plan (Renaksi), Government/Local Government Mid Term Planning (RPJMD/RPJMN), Annual Workplan (RKT), or academic paper/urgent manuscript (naskah urgensi).
Experience with public complaint handling management.
Experience working with the Government of Indonesia.
Experience working with International Organization will be an advantage

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