Technical Specialist (Complaints Handling Mechanism)

“UNDP is the UN's global development network, an organization advocating for change and connecting countries to knowledge, experience and resources to help people build a better life. We are on the ground in about 170 countries and territories, including Indonesia, working to eradicate poverty while protecting the planet. UNDP supports implementation of the Sustainable Development Goals (SDGs). In Indonesia, UNDP works with the Government to integrate SDGs into national plan and policies.”

On 20 September 2011, Indonesia, as one of the 8 founding governments formally launched the Open Government Partnership (OGP), endorsed the Open Government Declaration, and announced its national action plan. Following the launch of OGP, President Yudhoyono established an online G2C system (LAPOR) that supports the national public service compliant management system (SP4N) under the coordination of the President’s Delivery Unit for Development Monitoring and Oversight (UKP4) in 2012.

LAPOR is an online citizen complaints 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 (www.lapor.go.id), 4) Facebook (facebook.com/LayananPengaduanOnlineRakyat), 4) Twitter (@LAPOR1708 or #LAPOR), 5) YouTube (@LAPOR1708), and 6) Instagram (@LAPOR1708).

Through these online platforms, citizens can submit their petitions and complaints to uncover issues internally or in-service provision in highlighting existing challenges. KemenPAN-RB is the responsible agency for the management of daily operations and administration of LAPOR. Up until March 2017, LAPOR had attracted more than 560,000 users and continues to receive, on average, 800 daily reports through the platform. To this end, LAPOR has become the forerunner of national integrated complaints management systems.

Currently, under President Joko Widodo (Jokowi), LAPOR is still a cornerstone for complaints handling with KemenPAN, Kantor Staf Presiden (KSP), and Ombusdman Republik Indonesia (ORI) as the national partners of the system. In 2016, LAPOR was defined as the National Public Service Complaints Management System (SP4N: Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional) based on the Regulation of Minister of Administrative and Bureaucratic Reform No.3 of 2015 which led to the Presidential Regulation No.76/2013 on the management of public complaints within public services. Together, KemenPAN-RB, ORI, and KSP manage LAPOR after the signing of Joint Memorandum of Understanding in March 2016 on the utilization of LAPOR as SP4N.

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 the capacity of government to handle civil petitions that can improve public service provision over time. In doing so, UNDP and KOICA will establish 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 management system through development of master plan and roadmap for comprehensive national complaints handling system (SP4N LAPOR!).  This joint collaboration, the SP4N-LAPOR! project, also intends to capacitate respective agencies responsible for the management and operation of LAPOR and furthermore, the joint collaboration also intents to increase public awareness in utilizing LAPOR! as effective way in public participation in public service.     

The Technical Specialist will be responsible for providing technical guidance and advice for effective implementation of the project and achievement of planned results. Likewise, the Technical Specialist will also facilitate and promote coordination and collaboration with other actors in both of national and international level. S/he will work in consultation with KemenPAN-RB as main strategic partner, Ombudsman and KSP and other national and international partners in term of substance of the result of the project, and also in coordination with the Head of Unit of Democratic Governance and Poverty Reduction to successfully implement and achieve all of the project results.  

• Provide advisory services and technical assistance to the National Project Manager and other project consultants;
• Provide sources of information related to policy-driven issues;
• Prepare technical notes and briefings as necessary for high-level policy dialogues with government stakeholders and donors as necessary;
• Participate in Project Board Meetings and other relevant project meetings;
• Provide quality assurance and technical review of project outputs;
• Ensures gender-related economic, environmental, public research and analysis, to contribute to the formulation of policies, programme interventions, procedures, guidelines and tools.

• Review available baseline information and indicators referring to the Project Document, Project Implementation Reviews, Annual Project Report and internal progress report;
• Provide technical advice in developing baseline indicators for project monitoring and evaluation. 
• Provide technical advice on public accountability issues with a view to building capacities institution of LAPOR! and empowering citizen in public participation.
• Undertake technical review of project outputs (e.g. studies and assessments);
• Ensure a proportional approach, cohesion and coordination between different components of the project.  
• Assist the National Project Manager in the preparation of mid-term review processes and reporting;
• Provide support and advice for the preparation or revision of key planning, monitoring and evaluation documents 
• Provide quality assurance of the work of consultants;
• To make sure implementation of gender equality accountability framework and Gender equality Results Based management at project level i.e. performance management, gender marker assignment in web-based system ATLAS, reporting, etc.

• Provide technical guidance to establish and institutionalize public accountability and transparency sector coordination;  
• Liaise with and maintain regular contact with line ministries, UN agencies, relevant development agencies, and support on going coordination; 
• Provide quality assurance and review all of project briefs and activity information to support the SP4N-LAPOR! project’s awareness raising activities;
• Facilitate the establishment of mechanisms for coordination, dialogue, and learning among stakeholders;
• Provide inputs to communication and visibility strategy;
• Provide advice on the documentation of lessons learned from project implementation and make recommendations for more effective implementation and coordination of project activities;
• Promote the identification and synthesis of best practices and lessons learned from the project for organizational sharing and learning as well as external information.
• Actively participate in UNDP knowledge and learning events and take advantage of best practices and lessons learned that are available in the region and globally. 
• Create a culture of knowledge sharing and learning in the project.

• Support the transfer of knowledge and expertise across countries of the region through supporting practitioners to provide South-South technical assistance in response to country demand;
• Conducts internal capacity building training for project staff to facilitate appropriate management and timely delivery of project outputs including in gender analysis and gender mainstreaming.

• Human rights and gender equality are prioritized as an ethical principle within all actions;
• Activities are designed and implemented in accordance with “Social and Environmental Standards of UNDP”;
• Any kind of diversities based on ethnicity, age, sexual orientation, disability, religion, class, gender are respected within all implementations including data production;
• Differentiated needs of women and men are considered;
• Inclusive approach is reflected within all actions and implementations, in that sense an enabling and accessible setup in various senses such as disability gender language barrier is created;

• Integrates diverse contributions to formulate coherent approaches
• Aligns innovation to service delivery components       
• Manages prototype / pilot efforts and seeks feedback

• Creates awareness of substantive opportunities and risks among others
• Navigates complex circumstances thoughtfully and is solution-minded

• Coaches team members to appropriately share knowledge across teams
• Addresses conflicts in a timely, sensitive manner; escalates to leadership when appropriate
• Recognizes members of the team for their efforts and successes
• Optimizes individual and team abilities

• Persuades others to embrace new ideas, even when controversial
• Empathizes with client perspectives and needs and communicates messages with the clients’ experiences in mind
• Creates opportunities for developing new client relationships

• Anticipates constraints and identifies solutions
• Expands capacity of team to deliver on time, on target, and within organizational standards
• Ensures high quality of work in terms of both substantive depth and adaptive relevance to client needs 
• Accepts responsibility for implementation / team deliverables / client satisfaction consistent with organizational standards
• Exhibits thorough organizational awareness of UNDP’s approach to client service delivery and integrity and accountability
• Exhibits sound judgment and the ability to make reasonable decisions in complex situations

• At least 5 years of progressive experience in public policy, democratic governance, public service;
• Solid experience in providing programme management advisory services
• Experience in public complaint handling and e-Governance in Asia and the Pacific would be prefereable ; 
• Experience in UNDP or UN Agency in the area of Democratic Governance and Poverty Reduction  is highly advantageous 
• Strong knowledge and experience in project management are essential and ability to write high quality reports

• Fluency in written and spoken English is an absolute necessity;
• Fluency in spoken Bahasa Indonesia is a plus.

• Demonstrated strong familiarity with development projects and UNDP programmes in Indonesia is an advantage
• Knowledge of e-Governance and public complaint handling systems.
• Familiar with Government and UNDP procedures.
• Full time availability for project management duties is essential.
• Excellent inter-personal and team building skills.
• Up-to-date computer skills required.

UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. Female candidates are strongly encouraged to apply . All applications will be treated with the strictest confidence.

UNDP Indonesia reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP Indonesia at the same grade level and with similar job description, experience and education requirements.