Complaint Handling System CHS 1 Background

Monthly Progress Report December 2013 Western I ndonesia National Roads I mprovement Project 53 • Facsimile Facsimile channels using the fax number address of the CHU secretariat or the CTC-WINRIP office. • Letters The public can send a complaint letter to a PO Box address which is then forwarded to the CHU secretariat or the CTC-WINRIP office. • E-mail The Society can also send electronic mail e-mail of complaints addressed to e- mail address of the CHU secretariat or the CTC-WINRIP office. • Website And lastly, the people could use the WINRIP website which will then be forwarded to e-mail of the CHU secretariat or the CTC-WINRIP office. Furthermore, all of the complaints from various channels inputted into the database through the CHS application. And further follow-up of complaints is performed by using the CHS application. 2 Objectives • Integrated with complaints channel from NGOs and the public. • Collecting data and information of complaints from NGOs and public. • Perform filtering and categorizing of complaints. • Manage the flow of data and information exchange related complaints within the scope of internal PMU and CHU. Monthly Progress Report December 2013 Western I ndonesia National Roads I mprovement Project 54 3 System Development Methodology 4 System Assessment a. Executing Institution • The TPM Third Party Monitoring as a field supervisor and complaints reported. • The PMU and the CTC-WINRIP as institutions that collect and manage complaints and the results of follow-up. • The CHU Complaint Handling Unit as an institution to follow up on complaints. b. Complaint Categories Type of Complaint complaint categories based on the type of problem: • General Matters - Primarily related to errors of observation or procedure in accordance with applicable regulations. • Technical Matters - Primarily associated with low performance or do not qualify for the results of the physical work, including environmental and social aspects. • Special IssueCorruption - Primarily related to the activities of corruption, fraud or collusion, coercion, and abuse of funds. Monthly Progress Report December 2013 Western I ndonesia National Roads I mprovement Project 55 c. Application Mechanism DESCRIPTION 1. Channel of complaints from NGOs and the public. 2. Filtering complaints by the PMU-WINRIP. 3. Coordination between the institutions to follow up complaints. 4. The process of clarification and follow up complaints. 5. Reply or advance notice by the PMU to the public. 6. Details of unit clarification follow Up to the PMU. 7. PMU continue follow-up to the Highways Directorate and the World Bank. 8. Submitting reports of follow-up complaints of Unit Follow-up to the PMU. 9. Forwarding report of the follow-up to complaints from NGOs and the PMU. 10. The process of investigation of special issuescorruption by Itjen PU. 11. Submission of the results of investigation of specific issuescorruption of Itjen PU to DGH. Monthly Progress Report December 2013 Western I ndonesia National Roads I mprovement Project 56 5 System Analysis a. Needs Analysis NO. NEEDS RECOMMENDATION 1. Inputting the new complaint information Need to create a menu to inputting the data for new complaint. 2. Create category of complaint Setting up a facility to add and manage the categories of complaint. 3. Change the existing complaint information Provides a menu to change the existing complaint information. 4. Delete the existing complaint information Provides a menu to delete the existing complaint information. 5. Create of complaint report Prepare a plugin to convert list of complaints into PDF file. b. Module The Application module are consists of the Complaint, Follow-up, Report, Categories and User modules. 6 System Design a. Interface Design 1. Inputting Complaint of Form Monthly Progress Report December 2013 Western I ndonesia National Roads I mprovement Project 57 2. List of Complaint Report 3. Editing Complaint of Form 4. Email Notification Monthly Progress Report December 2013 Western I ndonesia National Roads I mprovement Project 58 b. Flow Chart c. Database Tables Tabel: pengaduan 1 id_pengaduan int10 2 nama varchar255 3 organisasi varchar100 4 alamat varchar255 5 telepon varchar20 6 ponsel varchar20 7 email varchar100 8 kategori_pengaduan varchar100 9 isi_pengaduan text 10 foto varchar100 11 file_scan varchar100 12 status int2 13 komentar text Tabel: kategori_pengaduan 1 id_kategori_pengaduan int10 2 kategori_pengaduan varchar100 3 penjelasan_kategori text 4 email_unit varchar255 Monthly Progress Report December 2013 Western I ndonesia National Roads I mprovement Project 59 7 Finalization Currently the CHS application is still in development stage. To determine progress of development of the CHS application please check the URL: http:chs.winrip- ibrd.com .

6.8 Quality Assurance

Quality Assurance Engineer has been mobilized now. But the quality assurance activities for the project cannot be reported due to the end of December 2013, there has been no work activity at the beginning. 6.9 Project Risks and Mitigation Measures 6.9.1 Risks Related to Delays Since the detailed engineering design DED is under responsibility of the Design and Supervision Consultant DSC, delay on DSC establishment affected to the procurement of AWP-2 and AWP-3 sub-projects. As discussed previously above, the DED of several subprojects of WP-2 and WP-3 were prepared and completed by respective P2JN. The CTC has then been instructed by DGH to review the DEDs of seven packages completed by the P2JNs package 5, 6, 11, 13, 15, 17 and 19.

6.9.2 Financial Risks

The following factors will be monitored during implementation of the loan project. • Loan Amount • Actual Tender Prices Tabel: pengguna 1 id_pengguna int10 2 nama_lengkap varchar255 3 akun varchar100 4 sandi varchar100 5 email varchar100 6 ponsel varchar20 7 jabatan varchar100 8 kantor varchar255 9 tipe_pengguna int2 Monthly Progress Report December 2013 Western I ndonesia National Roads I mprovement Project 60 • Price Adjustment • Currency Fluctuation • Current Estimated Situation No risk was detected until preparation of this report since the main program of the loan civil works implementation has not yet been started with contract sign.

6.9.3 Risks Related to Quality

The quality of work is inherently tied to the competence of the Contractors and the diligence of the Supervision Teams. The competence or otherwise of contractors shall be considered at the time of bid evaluation and prior to the award of any contract. The quality of supervision however is influenced by the following factors: • Ensuring that supervision staff levels are fully manned with competent, honest, qualified and experienced personnel. • The provision of properly equipped laboratories with properly trained operators for each package. Package supervision comes under the responsibilities of the immediate supervision teams and the relevant DSC but the Quality Assurance Engineer from CTC. Until now, the performance have not been reported by the Quality Assurance