Survey, Monitoring and Evaluation, HR Management.
Client: National Border Management Agency (BNPP). Project location: DKI Jakarta, Indonesia. Implementation period: 5 September 2023 – 4 November 2023 (2 months).
Description of Assignment:
The purpose of this activity is to produce a document containing the results of the public satisfaction survey on Cross-Border Post (PLBN) services and the satisfaction survey of the Cross-Border Service Units (CIQ) regarding PLBN services.
The objective The Cross-Border Service Implementation Unit (CIQ) Satisfaction Survey regarding PLBN Performance is as follows:
Providing information about the quality of services and public perception of PLBN services; and
Become the basis for improving service quality.
The scope of work for this consulting assignment comprises:
Persyaratan.
The requirements that must be met in administering a type of service, both technical and administrative requirements, in this case the requirements needed by a person to utilize the services available at the PLBN;
Systems, Mechanisms, and Procedures.
Standardized service procedures for service providers and recipients, including complaints;
Completion period.
The time period required to complete the entire service process for each type of service
Biaya/Tarif.
The costs charged to service recipients in administering and/or obtaining services from the organizer, the amount of which is determined based on an agreement between the organizer and the community.
Product Specification Service Type.
The results of the services provided and received are in accordance with established provisions. This service product is the result of each service type specification.
Kompetensi Pelaksana.
The abilities that must be possessed by the implementer include knowledge, expertise, skills and experience.
Executor behavior.
The attitude of officers in providing services.
Handling Complaints, Suggestions and Input.
Procedures for implementing complaint handling and follow-up.
Facilities and infrastructure.
Anything that can be used as a tool to achieve goals and objectives. Infrastructure is anything that is the primary support for the implementation of a process (a development project). Facilities are used for movable objects (computers, machines, etc.), and infrastructure for immovable objects (buildings).
