Monitoring Report of the LARAP Package No.18

Monthly Progress Report October 2014 Western I ndonesia National Roads I mprovement Project 40 such reports. The publication should be done within one month after the report is accepted as final. • 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: • 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. • 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. • Complaint Assessment. The CHS Team assesses the urgency and complexity of all complaints. Simple complaints are