Community Representative Observers CRO
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Western I ndonesia National Roads I mprovement Project 37
Plan PIP, Project Management Manual PMM on its website, and in the bidding documents, such as contact point for complaint mail and e-mail address, phone, fax, text message. The contact will
also include the Bank s Fraud and Corruption Hotline. MPW will hold Annual Accountability Meetings to enhance accountability and project information sharing with civil society. The PMM will provide
guidelines on disclosure of information related to the project. MPW official website will display critical information on WINRIP to enhance both internal and external monitoring of the project:
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Work Plan and Procurement Plan.
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Quarterly newsletter containing information on the list of contracts, implementation progress, projects related activities, number, types and status of complaints in each location. The
newsletter will also be made available to civil society in hard copy and through electronic mailing system.
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Mid-Term Review Report, promptly after completion of the mid-term review implementation support is carried out in accordance with the loan agreement;
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All final audit reports financial or otherwise, including qualified audit reports prepared in accordance with the loan agreement and all formal responses of the government in relation to
such reports. The publication should be done within one month after the report is accepted as final.
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Contracts awarded with information on general scope of work with location, value, and summary information of the awarded firms contractors. The practice in other projects
demonstrates that disclosure of contracts awarded will help in reducing fraudulent practices
Ministry of Public Works PU maintains a website: http:www.pu.go.id, with a link to eproc.pu.go.id for information on semi e-procurement or e-procurement. PMU WINRIP supported
by CTC will develop his own website: http:www.winrip-ibrd.com, and with it all the information and data about WINRIP be inputted or uploaded on this site.
In the application of one of the components of ACAP, the public disclosure and transparency, it is necessary to spread information and increase the capacity of all stakeholders involved in the
implementation of this WINRIP project, through a variety of relevant training. The trainings have been expressed in the ToR of CTC WINRIP and described in the Project Implementation Plan PIP.
One of the major risks to effective project implementation and management derives from the likelihood that project management staff does not have adequate training in or experience of the
management of large-scale projects.
4.7.4 Complaints Handling Mechanism CHS The ACAP as adopted by the Ministry of Public Works for WINRIP states on the subject of
Complaints Handling System . The Community Development Specialist and the Management Information Specialist will play a crucial role in the set-up of the Complaints Handling System CHS
within PMU, in cooperation with the PMU officers in charge of the Complaints Handling Unit CHU.
CHS essentially has four main components as follows:
Monthly Progress Report August 2014
Western I ndonesia National Roads I mprovement Project 38
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Data Entry. All complaints were expected to be submitted through the WINRIP website but in fact, to
date, most complaints have been received by letter, either directly or indirectly, although a few were sent by fax or email. However, to attain the best possible transparency of the
project, complaints submitted manually through letter, facsimile, telephone, e mail or visit to the Public Works regional offices will be entered in the WINRIP website by the CHS team of
CTC. The possibility of using the short message service SMS from a cell phone for complaints was considered and it was decided that all SMS messages, although not treated as
formal complaints, will be recorded as additional information.
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Complaint Registration. Every submitted complaint is registered and stored into the CHS database, categorized, and
sent to the correlated expert for future consultation in order to formulate a response.
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Complaint Assessment. The CHS Team assesses the urgency and complexity of all complaints. Simple complaints are
followed by the formulation of a response for PMU s approval before uploading the formal response into the WINRIP website. Complex complaints are followed by a thorough
investigation.
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Field Investigation and Analysis. In the case of an investigation being required, the CHS team will make field visits and take
necessary action such as discussion with related institutions Satker, Dinas, Supervision Consultant, etc; invite the complainer; interview the contractor; etc. Findings will be used for
analysis to formulate a conclusion, solution, next action and any further decision.