SP4N-LAPOR! Indonesia’s national complaint handling management system

Indonesia has a wide and complex structure of government which provides different and interconnected types of public services. In this context, public participation in reporting complaints and dissatisfaction with public services delivery nationwide plays a significant role to ensure better quality of public service delivery.
SP4N-LAPOR! has been established to become a one-stop national complaint handling management system in public services.

Innovation Summary

Innovation Overview

Complaints and dissatisfaction with public services delivery must be accommodated efficiently. A nationwide complaint handling system is needed to engage citizens and seek their input to improve transparency and government accountability. By doing so, the Government of Indonesia will ensure that citizens can exercise their right to effective and efficient public services nationwide.

In 2012, according to Presidential Regulation (Perpres) No 76/2013 on Public Service Management System, the Government of Indonesia (led by the Ministry of Administrative and Bureaucratic Reform, or KemenPAN-RB) established Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional (SP4N)-Layanan Aspirasi dan Pengaduan Online Rakyat (LAPOR!) as an integrated public complaint management system. SP4N-LAPOR! is designated to become a nationally integrated, one-stop system for managing public complaints. The system offers a “no wrong door” platform for the public to submit complaints. SP4N-LAPOR! is also aimed at increasing government accountability and responsiveness for the implementation of public services, as well as to increase public participation in reporting complaints and dissatisfaction with public services delivery, at both the national and local levels. Through SP4N-LAPOR! the respective governments can:
• Manage public complaints quickly, precisely, thoroughly, and in a coordinated manner;
• Give access to public participation in submitting complaints;
• Encourage the implementation of improvements to the quality of public services.

The Government of Indonesia (GoI) has already made significant progress in implementing SP4N-LAPOR! This national complaint handling system is accessible in many platforms nationwide. The public can access it through the LAPOR! website (www.lapor.go.id), Android and iOS mobile applications, SMS 1708, and twitter @lapor1708. The Tracking ID feature helps users to trace their submitted complaints. Users can check the process through the website page or mobile apps to review the follow-up process.This system is equipped with an anonymity feature that protects the identity of its users. Thus, whistleblower reports are kept confidential.
These improvements have been followed by more local government agencies connecting to SP4N-LAPOR! As mandated in the Ministry of Home Affairs, SP4N-LAPOR! aims to be a National Complaint Handling System (NHCS). The letter encourages local government agencies in Indonesia to use it and integrate their existing complaint handling systems to SP4N-LAPOR!

Through SP4N-LAPOR!, the system is intended to provide e-government services that support government activities in the fields of planning, budgeting, procurement of government goods and services, performance accountability, monitoring and evaluation, filing, staffing, and public service complaints handling.

As of November 2019, SP4N-LAPOR! has received 1,543,465 reports from the public. Of those reports, 66.69 percent were categorized as complaints, 28.73 percent were requests for information, 3.57 percent were suggestions, 0.07 percent were whistle blowing and 0.07 percent were suggestions about priority programs. On average, it takes three to five days to respond to a complaint and around ten days to solve it.
Having SP4N-LAPOR! as the national complaint handling management system is beneficial for the Government of Indonesia in planning policy changes and practices nationwide. The public inputs received through LAPOR also utilized by some of government agencies as additional and complementary information for the creation of development program as well as determining priorities (evidence based).

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Year: 2012
Level of government: National/Federal government

Status:

  • Diffusing Lessons - using what was learnt to inform other projects and understanding how the innovation can be applied in other ways

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