Dear Colleagues,
Please kindly find this announcement. Response to this announcement should be addressed to : procurement@ msi-siap.com
Thank You.
Wiwan, MSI SIAP-1
akoban@ msi-siap.com
0815-877-8712
----- Forwarded Message -----
From: Procurement procurement@msi-siap.com
Sent: Friday, November 2, 2012 11:59 AM
Subject: [Re-Adv] MSI SIAP-1 RFA12.022 Mystery Shopper to Improve Public Service Delivery
MSI Strengthening Integrity and Accountability Program 1 (SIAP 1)
PRIME CONTRACT # AID-497-A-11-00001
Announces a
REQUEST FOR APPLICATION #605700.01.12.022. RFA
"DEVELOPING A `MYSTERY SHOPPER' SYSTEM TO IMPROVE PUBLIC SERVICE DELIVERY" (Deadline of Application Submission: November 7, 2012)
1. Background
The Strengthening Integrity and Accountability Program 1 (SIAP 1) is a five years program, funded by the United States Agency for International Development, and implemented by Management Systems International, Inc. It represents one part of USAID's two-pronged approach to supporting accountability and integrity.
SIAP 1 aims to contribute to good governance in Indonesia by strengthening integrity and accountability in government – principally at the national level. It will do this by supporting governmental and non-governmental efforts to strengthen the effectiveness of accountability bodies; external monitoring; and mobilizing public support.
Since 2012, MSI-SIAP I has been tasked by USAID to provide support on Bureaucratic Reform initiatives for the Ministry of State Apparatus. The support addresses needed improvement of public service delivery, revitalization of the inspectorate generals, and public employee recruitment transparency enhancement.
2. Objective
In support of Bureaucratic Reform efforts, MSI will work with a partner to adapt a system that is commonly implemented by private companies as a quality control measure to the public sector. This measure, called the "Mystery Shopper," it is a tool that is used by franchisor or franchisee to assess how well the operation standards have been implemented from the perspective of the customer. Mystery shoppers are trained to utilize a public service incognito and utilize a certain scenario: easy customer, difficult customer, simply inquiry, etc. They receive advice to ask questions that test the adherence of the service provider to specific standards. The bidder is expected to work with the Ombudsman, MENPAN, and MSI to adapt this private sector model to the public sector and pilot the approach at several government agencies
3. Illustrative Tasks and Expected Results
Development of the Mystery Shopper System to Improve the Quality of Public Service will consist of several main steps of activities, including (1) developing the monitoring tool, (2) implementing the Mystery Shopper System along with its evaluation system and (3) adopting the system while considering both institutional and policy concerns of the respective ministry/agency. The applicant shall work closely with KemenPAN, Ombudsman RI, and the Bureaucratic Reform working group during this program implementation.
1.3.1 The monitoring tool that must be developed by the applicant shall include:
· A draft Mystery Shopper System with its proposed outline submitted to MSI-SIAP 1 for approval. The monitoring tool shall be based on existing laws (including the SOPs of Government Offices) and must be designed to be user-friendly.
· Presentation of the final draft of the Mystery Shopper System to KemenPAN, Ombudsman, and the Bureaucratic Reform working group during the course of this program's implementation.
· Submission of the proposed monitoring tool to Ombudsman and KemenPAN with review and approval by MSI-SIAP 1 prior to submission.
· During implementation, public consultations on the Mystery Shopper System draft shall involve related stakeholders, including, yet not limited to, KemenPAN, Lembaga Administrasi Negara (LAN), etc.
1.3.2 Piloting the Mystery Shopper System shall be implemented through the assistance of Ombudsman staff and/or KemenPAN staff in using the system to monitor the delivery of public services. The pilot program is set to include:
* Five types of public services monitoring conducted in three cities (Jakarta, Manado, Banjarmasin) with two types of services in each city. At least 15 volunteers must be used in each city.
1.3.3 The adoption of Mystery Shopper System shall be implemented through two main activities, (1) training provided for the KemenPAN and Ombudsman staff members on the mystery shopper system usage, (2) assistance provided to the KemenPAN staff and the Bureaucratic Reform working group during the course of the program to assure that the program results in a draft regulation that the government could adopt for wider usage.
4. APPLICATION PROCESS
Submission Requirements
(a) Grant applications must be completed in English and submitted via e-mail to procurement@msi-siap.com<mailto:procurement@ msi-siap.com> with a cc: to contracts@ msi-inc.com<mailto:contracts@msi-inc.com> in Word, Excel, and/or PDF attachments. E-mail submissions must not exceed 5MB per e-mail, but multiple emails may be sent if necessary in order to not exceed the 5MB limit.
(b) Applications including cost calculations should be valid for a minimum of 120 days from the submission date.
(c) All applications should be submitted to MSI-SIAP I no later than November 7, 2012, 3:00 p.m. local Jakarta time. Applications received after this time may not be considered. It is the responsibility of the applicant to ensure that e-mail submissions are received by the due date and time.
(d) Any questions about this RFA must be submitted in writing to procurement@msi-siap.com<mailto:procurement@ msi-siap.com> with cc to contracts@msi-inc.com<mailto:contracts@msi-inc.com> by October 25, 2012, 3:00 p.m. local Jakarta time. Questions should reference the RFA number and title in the subject line. Answers will be provided o/a October 30, 2012. The questions and responses will be shared with all applicants, via e-mail, to ensure that all have the same information. Phone calls will not be entertained. Applicant Conference: October 25, 2012, 10:00am, at the MSI-SIAP I office. Meeting organized to discuss existing questions or concerns regarding the application process
In order to receive answers to all questions/clarifications asked, all interested parties must send an e-mail to procurement@msi-siap.com<mailto:procurement@msi-siap.com> with cc: to contracts@msi-inc.com<mailto:contracts@msi-inc.com> expressing intent to apply to this RFA.
Interested Entity may obtain the detailed RFA documentation at procurement@msi-siap.com<mailto:procurement@ msi-siap.com>.
Kind regards,
MSI-Procurement
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