Questions/Answers

Public services basically aim to serve excellence and give satisfaction to public on the government performance, however, the achievement of good public services is a must which based on the same perceptions of policy makers and the public. Therefore, the public needs to be actively involved in supervising public services. Inadequate public services will certainly cause unrest in the public, but if public service supervisors, namely the public want to voice complaints or give aspirations to the Government, are often hampered due to various factors, namely the complaint channel provided is only offline such as a paper suggestion box so that it is at risk of being lost, one direction, the long distance between the house and government agencies, the risk of the report being misdirected due to the lack of public knowledge about the duties and authorities of each government agency and cannot be escalated or forwarded to other agencies or in other words, the fragmented system is received the report not even delivered. The Indonesian government is reforming itself to reach various layers of public voice as widely as possible and make it a reference for improving public services, SP4N-LAPOR! is here to be a bridge between the public and the government through channels for complaints, requests for information, and digital-based aspirations that can be accessed anytime and anywhere by anyone both ways. Every report that comes in via SP4N-LAPOR! will be addressed to the government agency authorized to respond. Government agencies can recap reports and see trend issues that are widely discussed in SP4N-LAPOR! in the statistical feature of SP4N-LAPOR! So that based on these data the Government has a basis for policy making or improvements that must be made so that a common perception can be realized.

SP4N-LAPOR! Participates in the second category. With easy access to digital distribution of reports, of course, information is easily obtained efficiently. LAPOR! platform allows every government agency to be updated in real time on the topic and category of public problems, this can be used as an object of evaluation of the effectiveness of program implementation to the public through channels of complaints and aspirations. Agencies need to monitor and evaluate programs based on data that can be accessed easily. Easy access and two-way information to the public are the keys to the successful implementation of the SDGs in Indonesia.

SDGs point 16.6 with the following points: (1) Transparent government administration can be realized if the disclosure of information can be accessed by all elements or levels. Information disclosure can be accommodated because every complaint that comes in can be monitored together through the website and the distribution flow of each report is always updated in a system manner. (2) The form of an accountable government can be seen in the follow-up form of answers to every incoming report from the public through the “follow-up report” feature where there is a 2-way interaction. (3) The digital-based system allows the two things above to run effectively in terms of distributing reports and efficiently because the time needed from incoming reports to receiving agencies is relatively short. Via SP4N-LAPOR! the government is here to listen to the public and provide information and solutions to any complaints that come in about unsatisfactory public services. Recapitulation of incoming reports can be seen numerically and graphically according to problem categories. This makes it easier for the management to find out the public's concern for public service programs, so that it can be used as a policy reference and program evaluation in accordance with public needs.

SP4N-LAPOR! has been managed by the Ministry of Administrative and Bureaucratic Reform since the beginning of 2016. This initiative continues to develop and improve, both in terms of management and in terms of perfecting applications. SP4N-LAPOR! has made regular improvements, namely version 1 (2017), version 2 (2018), and version 3 (2019). SP4N-LAPOR! can be accessed at home, so it is free of charge. No longer using paper in the reporting system which makes SP4N-LAPOR! environmental friendly. The topics of social assistance of amounted to 12,200 reports and the public's economic impact amounting to 3,898 report with follow-up of 65%.

Good complaint management cannot be realized if it only occurs in one direction and is fragmented, the public does not know to what extent the complaint has been processed and submitted to the authorized official. The public knowledge factor regarding the authority of each government agency is also an inhibiting factor, the risk of false complaints can occur and cannot be overcome with a manual system, if local agencies receive wrong complaints, they cannot escalate to the central government or transfer the complaint to a vertical agency geographic which location is very far. Recapitulation of complaint topic data also tends to be difficult and has the potential to generate invalid results because manual recording methods and central government agencies are unable to monitor complaints management in the regions. Of course, if data transparency can be accessed digitally easily, it can be a consideration at the scale of national policies, not only regional. SP4N-LAPOR! comes with the principle of no wrong door policy, there is no wrong door because every incoming complaint can be forwarded anywhere digitally, all data is captured online and in real time so that the results obtained are valid and can be accessed by anyone.

SP4N-LAPOR! provides space for gender equality, that is, it does not limit complainants based on gender, all gender reporters can submit their reports and be followed up by the competent authorities. The data show that female gender SP4N-LAPOR! users have increased compared to 2019. Until 2019 the number of female users was 76,822 users, while until September 2020 this increased by 6% to 81,501 users, which means that in 2020 this every month the number of female users increases by an average of 1.5%. With this data, it is confirmed that SP4N-LAPOR! left no one behind.

The most SP4N-LAPOR! users (70%) came from the productive age range of 20-40 years. Through SP4N-LAPOR!, all levels of society can channel their complaints, both vulnerable and poor people who find it difficult to channel their complaints. SP4N-LAPOR! can reach them because they have quite varied complaint channels. SP4N-LAPOR! provides equal access for all people. For example, the poor can channel complaints in the form of requests for social assistance to the government by including their identity and location, so the local government social agency can check directly and register them as recipients of social assistance. The second example is a request for improvement or aspirations for public infrastructure development. Several other success stories also prove with the SP4N-LAPOR! channel on the repairs to public facilities, such as power outages, jammed tap water, and cutting down old trees in the rainy season can be completed in less than 14 days according to SP4N-LAPOR!’s, SOP. The public can do activities properly without interruption if all public services run effectively. Through reporting and aspirations regarding public services, with easy access to mobilization and administration, it is hoped that the big impact will be to increase the standard of living of the community.

SP4N-LAPOR! initially it was only a one-way complaint channel at 1.0 version, but due to the need for management that must run with the SP4N-LAPOR! system, technology is currently at version 3.0 which provides two-way interaction. The sustainability development of SP4N-LAPOR! as a channel for complaints, the only starting point is from linkages with central agencies to regional and international levels. This connection is achieved through policy instruments in the form of laws, ministerial decrees and presidential regulations. Until now, all government agencies can access SP4N-LAPOR!. As a form of accountability, monitoring is carried out regularly, either through the SP4N-LAPOR! System or through administrative forms such as notification of the performance of each government agency in the form of numbers and graphs of incoming complaints reports, and the length of time required to follow up on public reports. Furthermore, the evaluation is carried out according to monitoring data which aims to detect problems and needs in complaint management. Administrative reprimands will be given if there are agencies that violate the applicable SOP. Based on the SP4N-LAPOR! Roadmap, a node will be formed consisting of the National Coordination Node and Provincial Coordination Nodes. This node functions to: 1. Speed up the complaint resolution process through coordination and collaboration between agencies. 2. Improve resource efficiency in various program implementations, such as strengthening capacity, communication and public engagement. 3. Improve the quality of complaint management through clear and measurable supervision 4. Implement joint programs for government agencies that are in a hub. Currently, SP4N-LAPOR! has developed a monitoring dashboard feature that functions to monitor SP4N-LAPOR! management at nodes. The node coordinator can also give warning and intervention to agencies that have not managed SP4N-LAPOR! properly. The involvement of many parties makes the agency feel supervised in resolving complaints, both from the coordinating agency and from the community.

1. Internet coverage and commitment of the Regional Government Leaders are still lacking for certain areas. Solution: add an SMS channel and manual report input that makes it easier for users to send reports and provide assistance and evaluation periodically including the signing action plans. This activity is carried out at the provincial level to regional apparatus, province to Regency/City, and Regency/City to regional apparatus. 2. Integration for Government Agencies that already have their own applications. As solution is integration. Currently, SP4N-LAPOR! is also designated as public application that all applications must be integrated or they must be abandoned.

Geographically, Indonesia has around 17,504 islands with an area that ranks the 14th largest in the world and divided into 3 times zone. Population mobilization is limited and does not allow the distribution of public complaints to all government agencies in a fast and inefficient manner. The bureaucratic system in the Indonesian government also has the potential to take a long time if done manually, it is difficult to achieve transparency of the process and tends to be one-way from the community to the government only. It is time for complaint management innovations to be realized with a digital system.

This initiative was inspired by the US with Code 911, SP4N-LAPOR! adapting the one-stop canal system where it becomes the center of the channel for complaints or the center of information entering to the Government. However, Code 911 has not been integrated between City, state and federal. Another initiative came from South Korea, namely e-People, that is connected to all the administrative organizations and foreign diplomatic relations of South Korea. SP4N-LAPOR! adapting that all layers of representatives of the Indonesian government from the smallest scoop to the village to overseas / the Indonesian Embassy can connect and serve the community

The inspiration taken and will be developed consists of: 1. Application of Artificial Intelligence in sending reports to authorized agencies 2. Digitization of the SP4N-LAPOR! monitoring and evaluation process 3. Integration of other Public Service Complaint Management Applications owned by Government Agencies 4. Additional GIS features and data streams from social media Application of color blind mode and voice recognition for people with disabilities.

The SP4N-LAPOR! has not been replicated by other government agencies.

Transferability potential of SP4N-LAPOR!: 1. SP4N-LAPOR! can be applied to countries or regions that have many islands because it involves many parties in monitoring and evaluating complaint management. 2. SP4N-LAPOR! is equipped with many roles consisting of the Central Admin as the national coordinator, the Agency Admin as the coordinator of each agency, and the Liaison Officer as the executor of the public service unit. 3. SP4N-LAPOR! already has many features ranging from complaint management, data management, and monitoring and evaluation so that costs incurred in application development are cheaper. 4. SP4N-LAPOR! is a digital transformation of complaint management so that there is no loss of complaint management data. 5. SP4N-LAPOR! can be applied in areas that have not been covered yet with adequate internet because the public can still submit their complaints via SMS.

The cost required to build the SP4N-LAPOR! is Rp300,000,000, - per year. The provider SMS fee is Rp9,700,000,- per month. Human resources from the Ministry of Administrative and Bureaucratic Reform become the central admin managing daily totaling 11 people handling policies. The Presidential Staff Office has 3 experts in managing applications and networks. The RI Ombudsman has 3 experts in supervising and disseminating complaint resolution. SP4N-LAPOR! can be managed without special budget support at the Public Service Unit level, because all processes from complaint entry to settlement are carried out through the application.

Financial aspect: 1. State Expenditure and Revenue Budget 2. Supported by the Presidential Staff Office (KSP), Ombudsman, Ministry of Home Affairs and Ministry of Communication and Information Institutional aspect: 1. Strong partnership between KSP, Ombudsman, Ministry of Home Affairs and Ministry of Communication and Information. 2. Policy a. Law no. 25/2009 regarding Public Service that each organizer is obliged to provide means of complaints, b. Presidential Regulation no. 76 of 2013 regarding Public Service Complaint Management, where the Minister of Administrative and Bureaucratic Reform was appointed as the SP4N-LAPOR! Coordinator. SP4N-LAPOR! is free and can be used as long as with internet access.

Oui

The SP4N-LAPOR! has been evaluated internally every year. The evaluation program is to send a letter of the results of monitoring of SP4N-LAPOR! management to the head of the agency. The letter contains the results of monitoring and recommendations that need to be made to improve the quality of SP4N-LAPOR! management. Externally in 2019 a user satisfaction survey was carried out on SP4N-LAPOR! by an independent polling center, funded by USAID-CEGAH. The results of this survey was 90% of users said SP4N-LAPOR! was making it easier to report, will be used again, and will be recommended to others.

1. Follow-up progress on the evaluations that have been carried out, including the existence of the management institution and the status of management 2. The number of complaints that came in from the public, whether there was an increase, was static, or decreased. This is an evaluation of whether the socialization that has been carried out has an impact on increasing the number of reports 3. Human resources as management include account activeness and quality of follow-up substance The information is retrieved from the SP4N-LAPOR! database and data processing is carried out system / programmed.

In monitoring and evaluating the management of complaints, SP4N-LAPOR! found several main points, namely: 1. The abilities that human resources must have as complaint manager, namely an understanding of government regulations and programs, the ability to use internet applications and the ability to speak Indonesian properly and correctly. 2. The quality of follow-up on problems given by the authorized agency is sometimes still not in accordance with the substance reported by the community. 3. The challenge faced is that there are still government agencies that have not managed SP4N-LAPOR! properly. This is due to the lack of direction from the Agency Head, Internet Network, and Human Resources. 4. The main result is that the public is satisfied with the follow-up or answers given by public service providers. 5. The sustainability of the SP4N-LAPOR! is carried out by formulating the SP4N-LAPOR! as a complaint portal (general application) for complaint management, so that all government agencies only use the SP4N-LAPOR! complaint channel, so public reports are only one gate system and can be managed completely. The impact is that it can make improvements to the input or complaints received and improve the quality of public services for the better.

SP4N-LAPOR! at the central level is managed by: 1. Ministry of Administrative and Bureaucratic Reform as the policy maker and daily manager 2. Presidential Staff Office as of strategic issues observer and system manager 3. Ombudsman RI as public services supervisor The role of the Ministry of Administrative and Bureaucratic Reform as the central administration: 1. Reviewing and verifying complaints and to position complaints to all agencies according to the substance and authority 2. Monitoring in stages the follow-up resolution of complaints that have been disclosed to government agencies 3. Performing periodic evaluation of complaint management the agency level are responsible to: 1. Review and verify complaints, return complaints if they are not within their authority and position complaints accordingly to all work units 2. Monitor the follow-up of complaint resolution and coordinating the resolution of complaints across work units 3. Perform periodic evaluation the technical service unit level is a responsible liaison officer to: 1. Verify complaints ranging from the identity of the complainant, substance to supporting data for complaints 2. Verify the suitability of the authority of complaints received through the Administration Agency; 3. Respond and follow up on complaints in accordance with their authority.

Partnership: 1. Between Government Agencies To build a sustainable SP4N-LAPOR!,’s roadmap involving several stakeholders. The roadmap states that in 2020-2024 each stakeholder will carry out certain activities. The Ministry of Administrative and Bureaucratic Reform also prepares formation of a node consisting of a ministry node and a provincial node. The function of the node is to monitor and evaluate the SP4N-LAPOR! management of each agency. 2. With Development Partner Institutions The Ministry of Administrative and Bureaucratic Reform obtains supports from external partners namely USAID-CEGAH and KOICA. The supports are: • Application development Added new features of the SP4N-LAPOR! application that support report management. • Regional assistance Assistance to regions related to report management and application integration processes • Dissemination, socialization to the public regarding the use of the SP4N-LAPOR! application The monitoring and evaluation process carried out was the 2019 Community Satisfaction Survey with the SP4N-LAPOR! which resulted in the conclusion that the average community was satisfied when complaining using the SP4N-LAPOR! application. 3. With Non-Governmental Organization The Ministry of Administrative and Bureaucratic Reform establishes partnerships Non-Governmental Organization. These partnerships are related to • Regional assistance, assistance to regions related to SP4N-LAPOR! management • Dissemination, socialization to the public related to the use of the SP4N-LAPOR!

SP4N-LAPOR!’s plan in the future is to strength the involvement of public agencies and encouraging as much as possible Standard Operating Procedures in Ministries / Institutions that accommodate better SP4N-LAPOR!’s management including extending SOPs, also aimed at paying attention to reports with Gender Equality and Social Inclusion aspects, especially regarding women, persons with disabilities and marginalized groups, making programs that are inclusive and protect all levels of society including vulnerable groups, the ability to innovate, adapt and respond quickly are demands that will come along with the digital transformation process, then the use of Artificial Intelligence, Internet of Things (IoT) and Cloud Computing are things that will be considered to strengthen and improve the quality of the public complaint management system. The future development of the SP4N-LAPOR! brand as a "complaint management system with a fast and reliable response and solution" with the hope that SP4N-LAPOR! is expected to become top-of-mind for the public in solving Public Service problems, as for the communication targets of public awareness building and multi-stakeholder collaboration, it will be carried out in stages with the target focus per year are strategy identification (2020), outreach inclusiveness (2021), multi-stakeholder engagement (2022), public trust (2023), and loyalty (2024).