Complaint Handling System CHS

Monthly Progress Report April 2013 Western I ndonesia National Roads I mprovement Project 38  Support the PMU in the Management and Monitoring of the implementation policy in handling public complaints In the implementation of Complaint Handling System CHS essentially there are four main components as follows: • Data Entry. • Complaint Registration. • Complaint Assessment. • Field Investigation and Analysis. • Problem Solving and taking the Decision For the Complaint Handling System CHS until the end of April 2013, the activity has not been started . The Works Plan Activities for CHS is shown in Appendix F3 .

6.5 Road Safety Audit

The Senior Road Safety Auditor has joined the CTC team on 24 April 2013 in advance to prepare his role and responsibility. The activity for project road safety audit will be reported next month. 6.6 Environmental and Social Impact Issues 6.6.1. LARAP Study Report for Package No. 01 : Krui – Biha The report was concurred by the World Bank on 4 January 2013. The draft Monitoring LARAP Report was prepared and submitted by the CTC to PMU on 27 March 2013. The report was then submitted to the Bank on 10 April 2013 and approved by the Bank on 18 April 2013. The package is ready for civil works contract implementation.

6.6.2. LARAP Study Report for Package No. 02 : Padang Sawah – Simpang Empat

The report was concurred by the World Bank on 13 January 2013. The draft Monitoring LARAP Report was prepared and submitted by the CTC to PMU on 27 March 2013. The report was then submitted to the Bank on 2 April 2013 and approved by the Bank on 18 April 2013. The package is ready for civil works contract implementation.

6.6.3. LARAP Study Report for Package No. 03 : Manggopoh – Padang Sawah

The report was concurred by the World Bank on 4 January 2013. The draft Monitoring LARAP Report was prepared and submitted by the CTC to PMU on 27 March 2013. The report was then submitted to the Bank on 2 April 2013 and approved by the Bank on 18 April 2013. The package is ready for civil works contract implementation.

6.6.4. LARAP Study Report for Package No. 04 : Ipuh – Bantal

The report was concurred by the World Bank on 10 December 2012. The Monitoring LARAP Report is being prepared by the CTC. A site visit to Subproject Ipuh-Bantal in Monthly Progress Report April 2013 Western I ndonesia National Roads I mprovement Project 39 Bengkulu Province was conducted by Environmental Specialist during 13 – 15 March 2013 to check the status of land to be acquired, to estimate of land area which is affected by the project and to identify the type of land asset affected by project to carry out interview with PAPs, to get information related land acquisition process and to check the current status of the Appraisal Team readiness for payment of the land acquisition. The CTC found that the land and asset of PAPs have not been paid by the project. Until the end of April 2013, the land acquisition process is still ongoing.

6.7 Management Information Systems

The Information Management Specialist has not yet been mobilized. The activity for management information system will be reported soon after his mobilization.

6.8 Quality Assurance

The Quality Assurance Engineer has not yet been mobilized. The activity for project quality assurance will be reported soon after his mobilization. 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 • 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.