Public service complaint management in every implementing organization in Indonesia has not been managed effectively and in an integrated manner. Each implementing organization manages complaints partially and not well-coordinated. As a result, there is duplication in handling complaints, or a complaint may not be handled by any implementing organization, with the reason that the complaint is not within its authority. Therefore, to achieve the vision of good governance, it is necessary to integrate the public service complaint management system into a single door. The goal is for the public to have a single National complaint channel.
For this purpose, the Government of the Republic of Indonesia established the National Public Service Complaint Management System (SP4N) - Online Citizen Aspiration and Complaint Service (LAPOR!) as a service for delivering all aspirations and complaints of Indonesian citizens through several complaint channels, namely the website www.lapor.go.id, SMS 1708 (Telkomsel, Indosat, Three), Twitter @lapor1708, and mobile applications (Android and iOS). The managing institution of SP4N-LAPOR! is the Ministry of Administrative and Bureaucratic Reform (Ministry of PANRB) as the Public Service Supervisor, the Presidential Staff Office (KSP) as the National Priority Program Supervisor, and the Ombudsman of the Republic of Indonesia as the Public Service Supervisor. LAPOR! has been established as the National Public Service Complaint Management System (SP4N) based on Presidential Regulation Number 76 of 2013 and Regulation of the Minister of Administrative and Bureaucratic Reform Number 3 of 2015.
SP4N-LAPOR! was established to realize the "no wrong door policy" which guarantees the right of the public so that complaints from anywhere and of any type will be channeled to the public service provider authorized to handle them. SP4N aims to:
- Enable providers to manage complaints from the public in a simple, fast, precise, complete, and well-coordinated manner.
- Providers provide access for public participation in submitting complaints.
- Improve the quality of public services.
SP4N-LAPOR! has been connected with 34 Ministries, 96 Institutions, and 493 Local Governments in Indonesia.
Features in SP4N-LAPOR!
- Anonymous: A feature that can be chosen by the reporter which will make the reporter's identity unknown to the reported party and the general public.
- Confidential: The entire content of the report cannot be viewed by the public.
- Tracking ID: A unique number that is useful for reviewing the follow-up process of reports submitted by the public.
"Dare to REPORT! For Better Public Service"