Commitment Background


What are the public issues that are resolved in this commitment?

The existence of the People`s Online Aspirations and Complaints Service (LAPOR!) has become the main reference channel for public service complaints organised by public bodies. However, of the 653 agencies connected to LAPOR!, only 122 agencies (19%) can be considered good. This indicator is based on the assessment of the follow-up which is at least 50% of the total number of incoming complaints. This number does not consider the speed of response to complaints. If it is reassessed by the indicator of response speed, the number of complaint management agencies that fall into the good category will decrease. Therefore, improving LAPOR services needs to be a concern to ensure a well carried out public service complaints.

What is the commitment?

Increase the responsiveness of public service complaint agencies linked to SP4N-LAPOR! to encourage an increase in the number of complaints that are followed up quickly.

How will the commitment contribute to solving the public problem?

The commitment aims to increase the responsiveness of SP4N-LAPOR`s to ensure properly resolved public complaints and minimise public losses due to poor public service delivery. The level of responsiveness is also expected to increase public confidence in the management of complaints and the public service provider agency itself.

Why is this commitment relevant to the Open Government values?

This commitment is relevant to the Open Government`s values, namely transparency and accountability. By getting a fast response, the level of public trust in SP4N LAPOR! will increase too. This increased public trust will further encourage an increase in the number of complaints on the LAPOR channel. It will ensure the sustainability of LAPOR! as a channel to strengthen public services transparency. In the end, the delivery of public services will also be more transparent and accountable.

Commitment Alignment with the National Medium Term Development Plan (RPJMN) and SDGs

This commitment will support the 16th SDGs Goal, namely Peace, Justice and Strong Institutions, especially target 16.7, to ensure responsive, inclusive, participatory, and representative decision-making at all levels and 16.6, namely developing effective, accountable, and transparent institutions at all levels. This commitment is in line with one of the national priorities in the 2020-2024 RPJMN, namely Public Service Transformation. This program will be implemented through electronic-based public services (e-service), strengthening community supervision of public services’ performance, strengthening the innovation ecosystem, and strengthening integrated services.

Activities related to the commitment:

Monitoring and Evaluation of SP4N-LAPOR! Management during mid-2021: https://youtu.be/pwVZ1p5vKrQ

Lead Implementing Ministry / Agencies
  1. Ministry of State Apparatus Empowerment and Bureaucratic Reform
Lead Implementing Civil Society Organization
  1. Pusat Telaah dan Informasi Regional (PATTIRO)
Contact

sekretariat.ogi@bappenas.go.id
+6221-3148-551 ext. 3504


Commitment Implementation


Milestone Activity with a verifiable deliverable Status Evidence
1. Complaint reports via SP4NLAPOR! are followed up immediately (target completion rate is at least 45% of the number of complaints received in 2022) On Going Data Dukung B06 https://drive.bappenas.go.id/owncloud/index.php/s/OKm7weB9Aj7UuFs
Data Dukung B12 https://drive.bappenas.go.id/owncloud/index.php/s/QhVZ8z00KYwc0wX
Data Dukung B18 https://drive.bappenas.go.id/owncloud/index.php/s/eszHhW9PoKroId7
2. Improvement of management performance of SP4NLAPOR! by government agencies (target 30% government agencies follow up at least 45% of reports in 2022) On Going Data Dukung B06 https://drive.bappenas.go.id/owncloud/index.php/s/OKm7weB9Aj7UuFs
Data Dukung B12 https://drive.bappenas.go.id/owncloud/index.php/s/QhVZ8z00KYwc0wX
Data Dukung B18 https://drive.bappenas.go.id/owncloud/index.php/s/eszHhW9PoKroId7
3. Disclosure of data and information related to public complaints On Going Data Dukung B06 https://drive.bappenas.go.id/owncloud/index.php/s/OKm7weB9Aj7UuFs
Data Dukung B12 https://drive.bappenas.go.id/owncloud/index.php/s/QhVZ8z00KYwc0wX
Data Dukung B18 https://drive.bappenas.go.id/owncloud/index.php/s/eszHhW9PoKroId7
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