Job Description

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Digitalization of the health system has been challenging due to the fragmentation and weak governance of the public sector’s data ecosystem challenges which have been compounded by the COVID-19 pandemic. While there had been efforts to digitalize public services and data collection, as well as promote open and inclusive data, these platforms and systems remain fragmented and different support systems. The Ministry of Health has compiled a Health Information System Roadmap where health information is interpreted as health data that has been processed or processed into a form that contains value and meaning that is useful for increasing knowledge in supporting health development. This data and information is then used as a reference in the management process, decision making, planning, and accountability. However, until now, the existing health information system has not been able to provide accurate, timely and fast data and information.

Development of health information technology still faces challenges even though the Information System Roadmap has been prepared and currently needs to be updated and is still in the process of updating the System Roadmap and the development of Big Data Analytics at the Ministry of Health, Server capacity for Big Data analysis still needs to be optimized, HR Capabilities operating Big Data application tools is still inadequate in integrating various data sources, integrating big data technology with existing infrastructure, determining financing strategies for big data initiation, and managing data control risks (security, privacy, data quality). The implementation of one-data information system also need support on governance among implementors from national to sub natonal level and ensure better coordination.

The Indonesian government has committed to undertaking bureaucratic reform. One of the targets is to realize electronic-based governance. The application of this requires a comprehensive digital transformation, both from the system to the human resources of the apparatus. The strategy for accelerating digital transformation has been outlined in Presidential Decree No. 95/2018 concerning Electronic Based Government Systems (SPBE). The aim is to achieve effective, transparent, and accountable governance as well as quality and reliable public services. One of the programs that will be implemented is the one data policy. This is stated in Presidential Regulation No. 39/2019 concerning One Indonesian Data (SDI). Through SDI implementation, the government can collect data in one door that is accurate, up to date, integrated, and easily accessible. The focus is on supporting government development programs. Therefore, the data provided includes data on food, energy, infrastructure, maritime, education, health, education, economy, industry, tourism, and bureaucratic reform. The data is used for decision making and fulfilling data needs for the community.

In the health sector, the utilization of big data is a promising form of intervention. This is particularly related to efforts to accelerate the process of national economic recovery due to the impact of the Covid-19 pandemic and to improve the quality of health services. For example, the Covid-19 Vaccination One Data Information System based on Permenkes 10/2021 concerning Implementation of Vaccinations in the Context of the Covid-19 Pandemic. This system can assist the government in collecting data on vaccine target participants, registering, monitoring, allocating vaccines per province based on the rate of achievement, evaluating vaccination outcomes and logistics.

However, a decent long-term strategy and plan is needed so that its utilization can be integrated between institutions and prioritize the principles of user / patient information security. The steps that can be taken are as follows:

Developing a big data ecosystem to improve the health service system in the Covid-19 pandemic era and universal healthcare efforts.

Development of an integrated monitoring and evaluation system by integrating data from all program stakeholders.

Strengthening partnerships between the government and the private sector in optimizing health big data for program improvement.

In line with this strategy, the One Data Vaccination Information System is planned to integrate all related systems. Developed by PT Telkom Indonesia, Tbk, Satu Data integrates various systems such as Pcare-Vaccination (at BPJS Kesehatan), PeduliLindung (at the Ministry of Communication and Information), Bio-Tracking (at PT Bio Farma), and SMILE (at the Ministry of Health and UNDP). This is used for preparation, implementation, reporting, monitoring and evaluation in the administration of COVID-19 vaccination.The Ministry of Health requested support from UNDP in realizing the implementation of big data and one health data dashboard. In letter no. IR.02.01 / 2/0817/2021, the Ministry of Health requests for technical assistance and meeting activities. A team will be formed to support this which consists of IT Project Manager/Lead Engineer; Senior software engineer, data analyst, developer, helpdesk & CRM, business analyst, UI/UX designer, etc. UNDP will also assist in supporting activities such as consignment meetings will also be conducted by involving guest experts to provide input and evaluation of the progress of working on a one data information system. Support is provided in accordance with the UNDP Indonesia Country Program 2021-2025. The Technical Assistance will support national efforts to contribute directly to the RPJMN 2020-2024 aims at improving access and quality of health services. In addition, to achieve the 2030 Sustainable Development Goals particularly in indicator 3.8.1 relating to the coverage of essential health services.

The main objective of this activity is to improve access and the quality and of health services through the implementation of the Electronic Based Government Systems policy. The products produced from this policy are big data and one health data dashboard, which in the initial stage focuses on health data in the Data and Information Center, Ministry of Health.

SCOPE OF WORK

Under guidance of the Strengthening Health System Digitalization in response to the COVID-19 Pandemic in Indonesia (STRATEGIC) Project manager, s/he will be responsible for the following task in supporting:

1. As part of the Digital Transformation Office DTO Team in Pusdatin, S/He contributes in SOP for case handling and product system operation procedure (SOP) that documents how to use the product, with detailed:

Provide first level contact and convey resolutions to customer and/or user issues during the product implementation

Develop helpdesk system e.g case handling system and product SOP to increase the costumenr satisfaction

Properly escalate unresolved queries to the next level of support and provide feedback to the costumer

Track, route and redirect problems to correct resources

Update customer data and produce routine activity reports to development team and user

Develop problem report and follow up action to the reported issues from the costumer

Receive and report on basic to complex software and hardware malfunctions from costumer and escalate to related unit if needed

Conduct troubleshoot, diagnose, and repair basic network, systems, and applications malfunctions

2. Ensure provision of timely and high qualified service focusing on

Effective service for walk customers through problem solving process

Timely follow up with customers, provide feedback and see problems through to resolution

Ensure excellent customer service skills and exceed customers’ expectation

Ensure proper recording, documentation and closure

Recommended procedure modifications or improvements

Preserve and grow your knowledge of help desk procedures, products and services

Determine appropriate action within clearly defined guidelines and escalation procedures.

3. Supports knowledge building and knowledge sharing focusing on achievement of the following results:

Maintain current knowledge of various systems applications and operations.

Train and provide clear and concise work direction to others.

Organization of trainings for the operations/ projects staff.

Synthesis of lessons learned and best practices in project management support function

Contributions to knowledge networks and communities of practice.

Effective contribution to learning and knowledge sharing in gender analysis and gender mainstreaming

4. The incumbent of the position should avoid any kind of discriminatory behavior including gender discrimination and ensure that

Human rights and gender equality is prioritized as an ethical principle within all actions;

Activities are designed and implemented in accordance with “Social and Environmental Standards of UNDP;

Any kind of diversities based on ethnicity, age, sexual orientation, disability, religion, class, gender are respected within all implementations including data production;

Differentiated needs of women and men are considered;

Inclusive approach is reflected within all actions and implementations, in that sense an enabling and accessible setup in various senses such as disability gender language barrier is created;

Necessary arrangements to provide gender parity within all committees, meetings, trainings etc.

INSTITUTIONAL ARRANGEMENT

The incumbent will report to the Project Manager of STRATEGIC and Health Governance Initiative (HEART) Project who will be the primary supervisor of the incumbent.
CORE BEHAVIOURAL COMPETENCIES

Achieve Results

Demonstrates focus on achieving quality results and impact

Consistently strives to meet or exceed excellent standards

Efficiently establishes appropriate plans and resources for self and others to accomplish goals

Holds self and others accountable for results

Think Innovatively

Seeks patterns and clarity outside, across and beyond boxes and categories, resists false certainty and simplistic binary choices

Looks beyond conventional approaches and established methods

Proposes new ideas, approaches and solutions to problems

Learn Continuously

Actively pursues opportunities for learning and self-development, professionally and personally

Keeps up to date with new developments in own professional area

Proactively seeks feedback, demonstrates a desire to learn from others as well as from experience, both positive and negative

Contributes to the learning of others

Adapt with Agility

Actively pursues opportunities for learning and self-development, professionally and personally

Keeps up to date with new developments in own professional area

Act with Determination

Is flexible in handling change, and adopts new ideas, approaches and ways of working

Seamlessly adapts to working with new situations or contexts, with new people, and in different ways

Participates in, supports, or drives meaningful change in UNDP

Is comfortable with ambiguity and effectively manages juggling multiple demands

Engage and Partner

Demonstrates and encourages teamwork and co-creation, internally and externally, to achieve joint objectives and results

Acts in a way that demonstrates empathy and emotional intelligence, showing consideration for the needs and feelings of others

Enable Diversity and Inclusion

Understands and appreciates issues from the perspective of others

Treats all individuals with respect, considers ethical implications and responds sensitively to all differences among people

Fully accepts and values all people, creating an inclusive environment

Understands that inclusion is multi-faceted (e.g. race, gender, age, disability, culture, etc.) and treats everyone fairly and equally

Demonstrates honesty and transparency

PEOPLE MANAGEMENT COMPETENCIES

Demonstrate Empathy and Emotional Intelligence

Genuinely care about people; demonstrate empathy with the joys and pains of others

Enable the wellbeing of the team(s)

Read a group’s emotional currents and power relationships, identifying influencers, networks, and organisational dynamics; adapt leadership styles at the appropriate times

See the positive in people, situations, and events

Motivate and Direct

Create and communicate a compelling vision and purpose

Align people and resources with organisational vision, strategy, objectives

Understand and proactively build the team/organisation culture

Build an Enabling Workplace

Create a working environment where people are engaged and want to do their best; empower and enable team members to perform and have a positive workplace experience

Promote honesty, openness, trust and psychological safety and create opportunities to innovate and learn

Recruit and promote individuals based upon objective measures and meritocracy; acknowledge and utilise the talent of others

Encourage collective action and integration

Build Capability

Identify and develop talent in individuals, providing positive support to enable them to achieve their potential

Foster learning or development of others by giving feedback, guidance, and support; support career development of others

Have willingness and ability to delegate to help people learn, including from failure

Manage Performance and Ensure Accountability

Ensure regular conversations with people about work

Provide positive and constructive feedback

Discuss poor performance in a timely manner

Provide praise and recognition, as well as ensure accountability

Lead with Humility

Be authentic and transparent, act with integrity

Be accessible and available to team members they lead

Encourage debate and discussion, creating a culture where people are comfortable to challenge senior leaders and feel listened to

Be modest, giving credit for success to others and admit own shortcomings

CROSS FUNCTIONAL AND TECHNICAL COMPETENCIES

Digital Awareness and Literacy

Ability and inclination to rapidly adopt new technologies, either through skilfully grasping their usage or through understanding their impact and empowering others to use them as needed

Working with Evidence and Data

Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions and supporting decision-making

Communication

Ability to communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience

Ability to manage communications internally and externally, through media, social media and other appropriate channels

Gender

Gender Mainstreaming

UN policy knowledge - ethics

Knowledge and understanding of the UN Staff Regulations and Rules and other policies relating to ethics and integrity

Innovation

Technology and Innovation

Information Strategy - Portfolio management and governance

Knowledge of developing and implementing ICT strategy, portfolio management, governance, and policies

Security Information Management

Analytical capabilities to process diverse security information and develop recommendations

Verbal and written communication

Ability to effectively communicate both verbally and in writing to convey key facts and findings

RECRUITMENT QUALIFICATIONS

Academic Education:
Bachelor of Information Technology, Computer Science or equivalent

Experience:
At least 3 (three) years working experience in providing Help Desk support

Required Skills:
Have a good knowledge and experience on communicate data processing procedures and requirements to users.

Communicate effectively both orally and in writing.

Effective writing for documenting support procedures.

Establish and maintain cooperative and effective working relationships with others.

Work cooperatively with others. Work independently with little direction

Language:
Fluency in English and Bahasa Indonesia in both writing and speaking

Additional Skills and Competencies:
Experienced working with government project/partner is a plus

Ability to drive program execution along with the MoH staff of various capacity and background.

Interpersonal skills suitable for teamwork, as well as for fast moving, highly demanding, bureaucratic environments and decentralized system.

Position Number: 00173042