Customer Relationship Management Strengthening and Survey for Enhancing Population Administration Services. — ID for Inclusive Service Delivery and Digital Transformation in Indonesia

REQUEST FOR EXPRESSIONS OF INTEREST (CONSULTING SERVICES – FIRMS SELECTION) Inclusive Service Delivery and Digital Transformation in Indonesia Loan No. IBRD-95200-ID Project ID No. P175218 Assignment Title : Strengthening Customer Relationship Management and the Population Administration Service Improvement Survey Consulting Firm Reference No : ID-DITJEN DUKCAPIL-552206-CS-CQS The Government of Indonesia has received financing from the World Bank toward the cost of Inclusive Service Delivery and Digital Transformation in Indonesia (Loan No. IBRD-95200), and intends to apply part of the proceeds for consulting services. To respond to the increasing needs and challenges in population administration and to utilize the strategic role of accurate population data, the Government of Indonesia has initiated comprehensive efforts to modernize and strengthen its system. This commitment is reflected in the launch of the project "ID for Inclusive Service Delivery and Digital Transformation in Indonesia," which aims to improve the population and civil registration framework and introduce secure digital identity solutions. Through this initiative, Indonesia seeks to ensure that all citizens and residents can access inclusive, efficient, and digitally integrated public and private services, thereby supporting national development goals and digital transformation. In general, the scope of work for this consultant service includes: I. Implementation of an Independent Public Satisfaction Survey (IKM). The Consulting Firm shall design and implement the Public Satisfaction Index (IKM) survey on population administration services, to be conducted twice: in 2026 as a baseline measurement, and in 2027 as a comparative survey to assess improvements in public satisfaction over time. II. Development of Recommendations for Strengthening an Integrated CRM System. The Consulting Firm shall develop comprehensive recommendations to strengthen DG Dukcapil’s integrated Customer Relationship Management (CRM) system, ensuring that both citizens and institutional users have access to feedback mechanisms that are secure, traceable, and responsive, thereby supporting citizen-centric service delivery and enhancing service satisfaction. The duration of project task implementation is estimated to be (14) fourteen months and the location of task implementation is located in Jakarta. The detailed Terms of Reference (TOR) for the assignment can be obtained at the address given below: https://bit.ly/452gZsE The Ministry of Home Affairs, Directorate General of Population and Civil Registration now invites eligible consulting firms (“Consultants”) to indicate their interest in providing the services. Interested Consultants should provide information to demonstrate that they have the required qualifications and relevant experience to perform the Services such as brochures/company profile (indicating the core of business and technical resources) and description of similar assignments (including location/country, name of the Client, type of services provided, contract amount, period of contract, including the starting and the completion date) and contract value. The shortlisting criteria are: A. Core Business and year in Business: At least 10 (ten) years’ experience in management consulting. A legally established national, international, or local consulting firm with a minimum of ten (10) years of experience in management consulting. Joint ventures are permitted. B. Similar experiences required: Consultant must have successfully carried out all required experiences as follows: Has experience in developing survey instruments for national-scale surveys in Indonesia in at least two (2) projects within the last five (5) years, including conducting field surveys, analyzing survey data, and presenting survey results. Experience in survey activities related to government public services/government regulations will be considered an added value, by attaching a list of the relevant experience. Has experience in at least two (2) projects within the last five (5) years in developing recommendations for CRM governance and/or CRM systems, by attaching a list of the relevant experience. Possesses valid ISO 9001 Quality Management System certification and ISO/IEC 27001 Information Security Management System certification. C. Technical and Managerial capability of the firm: Availability within the firm of permanent (i.e. in the firm’s regular payroll), experts/ professional staff relevant to the assignment. Provide only the structure of the organization, general qualifications, and number of related key staff. Do not provide CV’s of the staff. The consultant may add list of its experts but should note that all experts qualifications will not be evaluated at this stage. The attention of interested Consultants is drawn to paragraphs, 3.14, 3.16, and 3.17 of the World Bank’s “Procurement Regulations for IPF Borrowers” Fifth Edition September 2020 (“Procurement Regulations”), setting forth the World Bank’s policy on conflict of interest. A Firm will be selected in accordance with the CQS (Consultant’s Qualifications-based Selection) method set out in the Procurement Regulations. Consultants may associate with other Firms to enhance their qualifications but should indicate clearly whether the association is in the form of a joint venture and/or a subconcultancy. In the case of a joint venture, all the partners in the joint venture shall be jointly and severally liable for the entire contract, if selected. In case of Joint Venture, the member firm appointed to represent the joint venture must be clearly identified. Further information can be obtained at the address or email below during office hours 07:30 to 16:00 hours (Western Indonesia Time). Expressions of Interest (EOI) must be submitted electronically through SPSE ICB system of LKPP no later than September 1st, 2026 at 16:00 (Jakarta Time). For the project experience list, please follow the template provided in the following link: https://bit.ly/452gZsE Strengthening Customer Relationship Management and the Population Administration Service Improvement Survey Consulting Firm. Address : Gedung G Lt. 1, Jalan Medan Merdeka Utara No 7 Jakarta Pusat Email : crmadminduk@gmail.com Phone : (021) 38901985