Customer Relationship Management Strengthening and Survey for Enhancing Population Administration Services.

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 Managem