Questions/Answers

A survey conducted in 2014 showed limited access for the community to channel complaints and aspirations, low community initiatives to convey complaints and aspirations, and low transparency and accountability of the city government. The existing communication channels, such as Walk for Health program, sub-district roadshows, traveling tarawih prayers, Friday prayer safaris, including forming a complaints system called the Community Complaint Management Center (P3M) had not been effective in reaching all communities because of the heterogeneous condition of Semarang City with an area of 373.8 km2, divided into 16 sub-districts and 177 villages. To eliminate negative perceptions shown in the survey, the Semarang City Government developed a P3M system, Lapor Hendi System, marked by opening new channels of complaints, integrating complaints and aspirations under one roof; the creation of standard operating procedures (SOPs) to achieve the speed, transparency and accountability of complaint management and follow the Lapor.go.id program. Through Lapor Hendi, more people have access to submit complaints and aspirations, such as through official Lapor Hendi channels, social media accounts of regional heads, and social media accounts of regional officers, which are processed systematically by regional administration officers. Furthermore, with SOP, regional officers are motivated to resolve complaints on time, namely a maximum of 24 hours must have been responded to by regional officers, completed a maximum of 5 days if it becomes the authority of regional officers, 10 days if coordination across regional officers is required, and 30 days if it requires coordination across agencies. The data generated by the Lapor Hendi System is utilized by the Mayor of Semarang in monthly meetings of the Budget Realization Evaluation and Supervision Team to evaluate the performance of regional officers. Thus, improving the quality of public services, transparency, and accountability of the Semarang City Government.

Lapor Hendi is a system that is easily accessible to the public via SMS 1708, whatsapp 081215000512, Android application Lapor Hendi, hashtags #laporhendi on Twitter and on the dashboard of Lapor Hendi Https://laporsmg.semarangkota.go.id/publicdashboard/. Lapor Hendi participated in the first category, which encourages innovation to provide inclusive and fair services. This system was able to convince and invite the public to submit complaints and aspirations openly without exception. 2021 report recorded 6,225 complaints dominated by men at 58%, 43% from women and 0.53% from people with disabilities.

Lapor Hendi aims to promote a peaceful and inclusive society for sustainable development, and provide access to justice for all and build effective, accountable and inclusive institutions at all levels (Goal 16), in particular: a) Develop effective, accountable, and transparent institutions at all levels (16.6). It makes the Semarang City Government effective because of the complaint-based development planning and aspirations provided by the community, accountable because of the right to assess the quality of services provided by the city government, and transparent because the community can monitor the extent of the quality of service and response to handling their complaints and aspirations. b) Ensure responsive, inclusive, participatory, and representative decision-making at all levels (16.7). It ensures that the decision-making is more responsive because it is based on complaint data and real community aspirations, inclusive because it is open to every citizen without discrimination, participatory because complaints and community aspirations are bottom up, and representative because it describes the representation of the community in expressing its opinion on the quality of city government services. The Community Satisfaction Survey showed a value of 99.10 (very good) with as many as 6,225 submissions comprising 57% male complainants and 43% of female complainants.

The system ensures social, economic, and environmental sustainability: 1). Social sustainability; It is interactive between the proposed needs of the community and how it is handled by the city government. Complaints of social problems in 2017 were as many as 115, and went up to 593 in 2020. 2). Economical Sustainability:There is progress in improving the quality of services such as improving physical infrastructure facilities, providing business training, controlling inflation that increases economic growth; 3). Environmental Sustainability: Lapor Hendi System responds to improvements in environmental quality. As per 2021 data, complaints regarding environmental aspects amounted to 157 (solved).

Lapor Hendi System is a breakthrough to eliminate negative public perceptions of the Semarang City Government by opening complaint access through various ways, centralizing all forms of incoming complaints, and making it transparent and accountable with open access for public. It is an effort to improve public services by providing a system of complaints and aspirations as described in Law No. 25 of 2009. Before its construction, the complaints system did not have standardization and information systems that were able to respond to complaints and community aspirations in a timely manner. Now, the Mayor evaluates monthly and ensures they are addressed quickly and appropriately. The management of complaints and aspirations of the Lapor Hendi System is directed as a reference in development planning. Various types of complaints and aspirations are classified and used as the basis for planning. The type of complaint or aspiration that is most widely submitted in a certain period of time becomes the top priority, then sequentially on the second, third and so on. Development planning based on complaints and aspirations is expected to be effective, purposeful and on target.

The Lapor Hendi System provides an opportunity for every citizen by equipping the android application with a menu of gender and disability options. The application data mentions that the involvement of women and people with disabilities in the submission of complaints and aspirations, only reached 43% in 2021 which on average complained about Covid-19 problems, Covid-19 vaccine and social assistance. This will be the issues for evaluation and the basis of the preparation of the program with the Office of Women Empowerment and Child Protection so that women's participation can be increased and the program's goals can be more appropriate.

The target group is the entire community of Semarang City and service users in general, especially for people who cannot submit complaints directly because they are too far from the service center, the less fortunate, business people and for busy communities. Based on data in 2021 the total complaints of the general public were as many as 5,183, mostly about damaged road problems, public street lighting, parking violation and Covid-19. The Semarang City Government is also a target group. Complaints and aspirations of the community are used as a tool for improving the quality of service to the community, because the type of infrastructure complaint for example, can provide information related to the duties and responsibilities of regional officers, especially those that have basic tasks and functions in the field of infrastructure. Through Lapor Hendi, all levels of Semarang City community can channel their complaints and aspirations to the Semarang city government so that communication patterns can run in two directions. It is a representation of public services in Semarang City and with easy access for the community, it is expected to have an impact on improving people's living standards.

The implementation was carried out in the following phase: 1). In 2005-2013 the complaint management system was still managed by the Public Service Complaint Handling Center in the Organization Section of the Semarang City Regional Secretariat face-to-face, by telephone and newspapers; 2). In 2014 it was managed by the Community Complaint Management Center in the Organization Section of the Semarang City Regional Secretariat conducted through in-person meetings, telephone, newspapers, SMS, social media, and mobile applications; 3). In 2016, the Center for Community Complaint Management in the Organizational Section of the Regional Secretariat of Semarang City integrated with SP4N LAPOR Ministry of Administrative and Bureaucratic Reform, signed a Memorandum of Agreement on the Development of Information and Communication Technology to make Semarang a smart City with the Presidential Staff Office, and signed a Joint Commitment of Community Complaint Handling Program and One Data Indonesia Program on Semarang City Government by all heads of regional officers of Semarang City Government; 4). In 2017-2021 Lapor Hendi System was created, integrated with SP4N LAPOR and became a pilot project of LAPOR application version 3 so that public complaints are monitored by the central government. The handling of the people’s complaint by regional officers becomes more coordinated because there is already administration team in regional offices and various social media platforms, android applications, instant messaging applications and Call Center 112. The SOP of complaint management is as follows: a). A maximum of 1x24 hours, complaints and community aspirations must have been conveyed to regional officers; b). A maximum of 5 days if it becomes the authority of a particular regional officer c). A maximum of ten days if requiring coordination across regional officers; d). Maximum of 30 days if coordination between agencies is needed.

Some of the obstacles faced in the management of the Lapor Hendi System and its solutions:1). Complaint channels are still limited without artificial intelligence technology, the solution is: a) Develop direct complaint channels, phones, and SMS plus Whatsapp, telegram, Instagram, Twitter, android application and Call Center 112; b) Develop a plan for the implementation of artificial intelligence for the automatic processing of big data complaints and aspirations; 2). Personnel Limitations: the solution is the issuance of Semarang Mayor's Decree No. 800 / 264 of 2018 which regulates the admin of Lapor Hendi on each regional office to be permanent.

Using this system, complaints can be processed quickly, effectively and efficiently. The tracking system or follow-up process is carried out transparently so that claimants can monitor the extent of follow-up progress made by regional officers, categorized into 225 types of complaints that make it easier for admins and the public to categorize. In addition, the Lapor Hendi dashboard can be accessed by the public on https://laporsmg.semarangkota.go.id/publicdashboard/ which displays complaint and aspiration data processed by the Big Data Analytics method, so that it is able to display real time data analyzed in the form of easy-to-understand graphs which show various information.

It is inspired by various communication forums related to public service complaints, both at the local and international levels, such as the delivery of aspirations with no distance and bureaucracy where solutions can be directly proposed and decided by the Mayor of Semarang at a moment's time. The utilization of Big Data Analytics technology is inspired by the e-People system implemented by the Government of South Korea, designed to build 'One Stop' complaint administration services throughout government agencies capable of managing public complaints, budget waste reports, policy discussions, even budget proposals from the public by utilizing Artificial Intelligence technology.

The development of a digital-based Lapor Hendi System encourages the acceleration of Electronic-Based Government Systems with the following targets: 1). The fulfillment of various digital government policies; 2). Provision of strategic planning. 3) Institutional optimization that can support its function to be more effective in improving the quality of public services; 4). Massive use of information technology for the speed, ease, and accuracy of service; 5). The achievement of the development of various domains of digital governance management, such as data management, knowledge management, information security management, etc.; 6). Improving the quality of services, both government and society.

Lapor Hendi has been transferred to several institutions through benchmarking to Semarang City, such as: The Pasuruan City Government adopted the integration of Lapor Hendi with SP4N Lapor; The Governments of Garut Regency learn about the application of Information Technology. Lapor Hendi is potentially transferrable for :1). Complaint data processing with the Big Data Analytics method. Complaint and aspiration data on Lapor Hendi processed by Big Data Analytics method is able to display real time analyzed data displayed in the form of easy-to-understand graphs related to the number of reports, percentage of regional officer disposition, the most widely reported problems, data of complainant by gender, complainant with disabilities, presentation of complaint status, even the geographical location of complaints; 2). In addition, the categorization feature of 225 types of complaint makes it easier for regional office admins to position and respond quickly; 3). Lapor Hendi Roadmap which will be directed at the use of artificial intelligence in analyzing various complaint data and inspirations at descriptive, diagnostic, predictive stages and semantics for planning; 4). Vulnerable group empowerment, i.e. women, children and less fortunate citizens. It is expected that with the women empowerment and participation increasing their quality of life.

Lapor has been transfered

The system employs 68 people as administrators, and the budget allocated for the management and development of the Lapor Hendi System in Regional Revenues and Expenditures Budget in 2021 amounted to ± Rp. 1,742,778,673,-. In order to improve the quality and to develop the system, there was cooperation with various stakeholders with the following roles: Pattiro: socialization with the target audience; Idea: support the preparation of the Lapor Hendi Roadmap; Transparency International Indonesia and Open Government Indonesia: Verifying The Lapor Hendi platform to comply with the principle of open government.

Lapor Hendi System is financially and institutionally sustainable for the following reasons: 1). Lapor Hendi System is listed in the Vision of the Mission of the Mayor of Semarang, Long-Term Regional Development Plan, Regional Medium-Term Development Plan, Regional Strategic Plan, Regional Work Plan, and is a Dedicated Program, so it is budgeted optimally; 2). Institutionally it has been stipulated in Regional Regulation No. 11 of 2016 on Public Services; and Semarang Mayor Regulation No. 34 of 2017 which regulates all regionally owned agencies and business entities in the management of community complaints to be more coordinated, effective, efficient and accountable.

Yes

Internally, a Monitoring and Evaluation Meeting for complaint control is conducted every three months and by the Budget Realization Evaluation and Supervision Team every month. While externally Lapor Hendi are routinely evaluated by the Ministry of Home Affairs, the Ministry of Administrative and Bureaucratic Reform, and the Ministry of Communication and Informatics, the Central Java Provincial Government every year; and evaluated through multi-stakeholder forums by non-government organizations. From the results of annual evaluations at several ministries, it has received several awards since 2018.

Evaluation indicators include: a). Institutional strengthening, with percentage indicators of agencies that have compiled complaint business processes; b) Optimization of Information Technology, with percentage indicators of agencies that have integrated their complaints with Lapor Hendi; c) Increasing human resource capacity by evaluating the value indicator of learning effectiveness evaluation from the Lapor Hendi platform at the reaction level; d). Strengthening Communication and Public Participation with indicators of public awareness values on Lapor Hendi as a complaint system; e). Strengthening The Coordination Hub with the percentage indicator of complaints responded to on time.

Some of the obstacles faced in the management of the Lapor Hendi and their solutions are as follows: 1). Complaint channels are still limited and have not implemented artificial intelligence technology as a big data processor, the solutions are: a). Develop channels from direct complaint methods, phones, and SMS plus Whatsapp, Telegram, Instagram, Twitter, android applications and Call Center 112; b). Develop a plan for the implementation of artificial intelligence for the automatic processing of big data complaints and community aspirations. 2). Limitations of personnel who specifically handle the management of aspirations and complaints, the solution is: Issued Semarang Mayor's Decree Number 800/264 of 2018 which regulates the admin of Lapor Hendi in each office so as not to change continuously. 3). Complaint and aspiration management officers do not posses certified specific competencies, and the solution is providing training, technical guidance, and building an e-learning platform. 4). Some people were unaware of the submission mechanism, the solution: the Semarang City Government conducted massive socialization directly and through social media accounts. 5). Lapor Hendi has not been fully integrated with SP4N-LAPOR version 3, so it is necessary to consult and coordinate with the Ministry of Administrative & Bureaucratic Reform.

a). The Office of Information, Statistics, Crypto Communication in accordance with Semarang Mayor Regulation No. 76 of 2016 compiles policies, data and information, management and technical accountability, monitoring and evaluation of implementation, and compiles a report on the implementation of aspiration and information management activities; b). The complaint system has been legalized in Semarang Mayor's Regulation No. 34 of 2017 concerning Guidelines for Public Complaint Management on Public Service. The position of the Lapor Hendi System in the Semarang City Government is stable not ad hoc. c). To provide special Human Resources to handle complaints, so that there is no continuous change of complaint personnel, the Decree of the Mayor of Semarang No. 800 / 264 of 2018 concerning the Establishment of Complaint Management Team of Semarang City.

The Ministry of Administrative and Bureaucratic Reform assists in the evaluation and support of the integration process with SP4N LAPOR with the result of placing Lapor Hendi as the Best Complaint Manager, Local Government Receiving the Most Report, Local Government Managing the Best Report, Top 25 Public Service Complaint Managers in 2018, Top 10 Public Service Complaint Managers in 2018, Best Public Service In 2019, Outstanding Achievement Category Award 2021; The Ministry of Communication and Information assists ICT infrastructure, especially cloud services in order to integrate with SP4N LAPOR and awarding the Local Government implementing the Call Center 112 Emergency Call Service Program; The Ministry of Home Affairs evaluates the quality of public services; Pattiro: helps in terms of socialization with the target audience; Idea: support the preparation of the Lapor Hendi Roadmap; Transparency International Indonesia and Open Government Indonesia: Verifying The Lapor Hendi platform to conform to the principle of open government.

In the implementation of complaints and aspiration services through this Lapor Hendi, the main lessons learned include: 1). The main task of the government is as a public servant; 2). In implementing a policy of integration and collaboration, how the admin of Lapor Hendi in each OPD synergizes to resolve complaints from the community;3). Integrity and Honesty; how we consistently act and behave on the basis of values and principles that we hold firmly in serving society, 4). Discipline; how the admin team of Lapor Hendi immediately follow up complaints in accordance with the SOP so that complaints can be treated quickly, precisely, and thoroughly, 5). Responsive and excellent service, how the admins are ready, swift and responsive whenever complaints received, 6). Openness, how the Lapor Hendi system provides convenience for the complainant to see the progress of his complaint, 7). Involvement of stakeholders when planning and execution in the field, 8). Strengthening community involvement in development, 9). Rapid response of regional officers according to operational standards and procedures, 10). Improving Gender Equality and Social Inclusion especially women, persons with disabilities and marginalized groups, 11). Creating digital government.