The Effectiveness of the SP4N-LAPOR! as a National Public Service Complaint Management Application

https://doi.org/10.22146/jkap.94108

Ni Made Widya Premaiswari(1*), Ramlan Siregar(2), Rusman Ghazali(3)

(1) Universitas Nasional
(2) Universitas Nasional
(3) Universitas Nasional
(*) Corresponding Author

Abstract


The implementation of the National Public Service Complaint Management System-Online Aspiration and Complaints Service (or Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional- Layanan Aspirasi dan Pengaduan Online a.k.a SP4N-LAPOR!) as a national public service complaint management application is still facing several problems. Ministry of State Apparatus Empowerment and Bureaucratic Reform (or Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi a.k.a KemenPANRB) as a national admin of the SP4N-LAPOR! carries out monitoring and evaluation duties at the national level and forwards the reports to each government agency, thus playing an essential role in the effectiveness of SP4N-LAPOR!. This research aims to determine the effectiveness of implementing public service complaint management in the SP4N-LAPOR! by KemenPANRB in 2021. Qualitative and descriptive approaches as well as interview observation and documentation were used to collect data. The findings in the research show that the SP4N-LAPOR! has been planned and arranged according to applicable regulations. However, in practice, the implementation of SP4N-LAPOR! has not been optimal due to several factors: commitment, coordination, technical and operational capabilities, technology, and community involvement.

 


Keywords


application; effectiveness; public service; SP4N-LAPOR!

Full Text:

PDF


References

Abigail, M. (2017). Indonesia Open Government Jam: Reforming e-government, increasing public participation and renewing the spirit of collaboration and co-creation. Open Government Partnership. https://www.opengovpartnership.org/stories/indonesia-open-government-jam-reforming-e-government-increasing-public-participation-and-renewing-the-spirit-of-collaboration-and-co-creation/

Abu-Shanab, E., & Shehabat, I. (2018). The influence of knowledge management practices on e-government success: A proposed framework tested. Transforming Government: People, Process and Policy, 12(3–4), 286–308. https://doi.org/10.1108/TG-02-2018-0016

Ahsan, S. C., Samad, M. A., Zuada, L. H., & . N. (2020). Implementation of E-Government Policies: Case Study of Goods and Services Procurement in Buol Regency, Central Sulawesi, Indonesia. Saudi Journal of Economics and Finance, 4(6), 276–280. https://doi.org/10.36348/sjef.2020.v04i06.013

Al-Mushayt, O. S. (2019). Automating E-Government Services with Artificial Intelligence. IEEE Access, 7, 146821–146829. https://doi.org/10.1109/ACCESS.2019.2946204

Alotaibi, S. J. (2020). Internet Application and Technology for E-Government Public Services. International Journal for Digital Society, 11(1), 1579–1582. https://doi.org/10.20533/ijds.2040.2570.2020.0197

Ariawantara, P. A. F., Asmorowati, S., & Setijaningrum, E. (2020). Sosialisasi Sistem Layanan Aspirasi Dan Pengaduan Online Rakyat Pada Masyarakat Desa Semanding, Kabupaten Tuban. Jurnal Layanan Masyarakat (Journal of Public Services), 4(1), 141. https://doi.org/10.20473/jlm.v4i1.2020.141-151

Arora, S. D., & Chakraborty, A. (2020). Legitimate and illegitimate consumer complaining behavior: a review and taxonomy. Journal of Services Marketing, 34(7), 921–937. https://doi.org/10.1108/JSM-12-2019-0490

Aston, E. V., O’Neill, M., Hail, Y., & Wooff, A. (2023). Information sharing in community policing in Europe: Building public confidence. European Journal of Criminology, 20(4), 1349–1368. https://doi.org/10.1177/14773708211037902

Bennett, J., & Iossa, E. (2006). Building and managing facilities for public services. Journal of Public Economics, 90(10–11), 2143–2160. https://doi.org/10.1016/j.jpubeco.2006.04.001

Bhagat, C., Mishra, A. K., & Aithal, P. S. (2022). Model for Implementation of e-Government Services in Developing Countries like Nepal. International Journal of Case Studies in Business, IT, and Education, 6(2), 320–333. https://doi.org/10.47992/ijcsbe.2581.6942.0199

Brewer, B. (2007). Citizen or customer? Complaints handling in the public sector. International Review of Administrative Sciences, 73(4), 549–556. https://doi.org/10.1177/0020852307083457

Cahyo, M. A. D., Rimbano, D., & Susanto, Y. (2023). The Quality of Public Services Influenced by Competence, Motivation and Information Technology: A Systematic Literature Review. Proceedings International Conference on Business, Economics & Management, 1, 808–821. https://doi.org/10.47747/icbem.v1i1.1287

Chen, Y. C., Hu, L. T., Tseng, K. C., Juang, W. J., & Chang, C. K. (2019). Cross-boundary e-government systems: Determinants of performance. Government Information Quarterly, 36(3), 449–459. https://doi.org/10.1016/j.giq.2019.02.001

Chernov, S., Haiduchenko, S., Bielska, T., Naplyokov, Y., & Arjjumend, H. (2018). Leadership in the Context of E-governance: Lessons for Ukraine. Grassroots Journal of Natural Resources, 1(1), 62–68. https://doi.org/10.33002/nr2581.6853.01016

Creswell, J. W. (2014). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (4th ed.). SAGE Publications.

Curtis, S., & Edwards, J. (2019). Improving public services by sharing the right information. Public Money and Management, 39(5), 355–358. https://doi.org/10.1080/09540962.2019.1611238

Dudek, Z. (2023). Complaints in the police as a guarantor of security. Kultura Bezpieczeństwa. Nauka – Praktyka - Refleksje, 43(43), 90–110. https://doi.org/10.5604/01.3001.0053.9664

Firdaus, F., Irawanto, & Irwanto, I. (2020). Pengelolaan Pengaduan Pelayanan Masyarakat pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Banjarmasin. Reformasi, 10(2), 178–185. https://doi.org/10.33366/rfr.v

Freeman, S. (2020). Democracy, Religion & Public Reason. 37–58.

Fung, A. (2015). Putting the Public Back into Governance: The Challenges of Citizen Participation and Its Future. Public Administration Review, 75(4), 513–522. https://doi.org/10.1111/puar.12361

Gunawong, P., & Gao, P. (2017). Understanding e-government failure in the developing country context: a process-oriented study. Information Technology for Development, 23(1), 153–178. https://doi.org/10.1080/02681102.2016.1269713

Haspo, L. N. A., & Frinaldi, A. (2020). Penerapan Aplikasi SP4N-LAPOR Dalam Manajemen Pengaduan Masyarakat di Kota Solok. Jurnal Mahasiwa Ilmu Administrasi Publik ( JMIAP ), 2(2), 26–33. http://jmiap.ppj.unp.ac.id

Hassan, M. H., & Lee, J. (2019). Policymakers’ perspective about e-Government success using AHP approach: Policy implications towards entrenching Good Governance in Pakistan. Transforming Government: People, Process and Policy, 13(1), 93–118. https://doi.org/10.1108/TG-03-2018-0017

Hochstetter, J., Vásquez, F., Diéguez, M., Bustamante, A., & Arango-López, J. (2023). Transparency and E-Government in Electronic Public Procurement as Sustainable Development. Sustainability (Switzerland), 15(5), 1–24. https://doi.org/10.3390/su15054672

HUMAS MENPANRB. (2021). Hasil Survei 75 Persen Pengguna LAPOR! Puas, Titik Terang Menuju Pelayanan Berkualitas. Kementerian Pendayagunaan Aparatur Negara Dan Reformasi Birokrasi2. https://www.menpan.go.id/site/berita-terkini/hasil-survei-75-persen-pengguna-lapor-puas-titik-terang-menuju-pelayanan-berkualitas

Janssen, M., Chun, S. A., & Gil-Garcia, J. R. (2009). Building the next generation of digital government infrastructures. Government Information Quarterly, 26(2), 233–237. https://doi.org/10.1016/j.giq.2008.12.006

Joshi, P. R., & Islam, S. (2018). E-government maturity model for sustainable E-government services from the perspective of developing countries. Sustainability (Switzerland), 10(6). https://doi.org/10.3390/su10061882

Kalogiannidis, S., Chatzitheodoridis, F., Papaevangelou, O., & Mavrommati, A. (2023). Management Information Technology and Quality Service Delivery in Government Institutions. WSEAS Transactions on Business and Economics, 20, 1074–1099. https://doi.org/10.37394/23207.2023.20.97

Kasemsap, K. (2018). Mastering Electronic Government in the Digital Age. In Encyclopedia of Information Science and Technology, Fourth Edition (pp. 3591–3601). IGI Global.

Kassen, M. (2015). E-Government in the United State: The Federal Model of Implementation. In R. Littlefield (Ed.), Undersstanding Systems of e-Government (pp. 27–43). https://doi.org/10.4324/9781315080536-17

KemenpanRB. (2016). Adopsi dan Integrasi LAPOR-SP4N Untuk Pelayanan Publik yang Lebih Baik (p. 94). Kementerian Pemberdayagunaan Aparatur Negara dan Reformasi Birokrasi. https://konfirmasi.menpan.go.id/dokumen/FINAL-Manual Buku Panduan LAPOR!-SP4N-Hires (4).pdf

Kolsaker, A., & Lee-Kelley, L. (2008). Citizens’ attitudes towards e-government and e-governance: A UK study. International Journal of Public Sector Management, 21(7), 723–738. https://doi.org/10.1108/09513550810904532

Kosec, K., & Wantchekon, L. (2020). Can information improve rural governance and service delivery? World Development, 125, 104376. https://doi.org/10.1016/j.worlddev.2018.07.017

LAPOR! (2019). Tentang. LAPOR! https://www.lapor.go.id/tentang

Lindgren, I., Melin, U., & Sæbø, Ø. (2021). What is e-government? Introducing a work system framework for understanding e-government. Communications of the Association for Information Systems, 48, 503–522. https://doi.org/10.17705/1CAIS.04842

MacAya, J. F. M., Ribeiro, M. M., Jereissati, T., Dos Reis Lima, C., & Cunha, M. A. (2021). Gendering the digital divide: The use of electronic government services and implications for the digital gender gap. Information Polity, 26(2), 131–146. https://doi.org/10.3233/IP-200307

Madyatmadja, E. D., & Kiswanto, L. J. (2019). Social media-based e-government application feature. International Journal of Recent Technology and Engineering, 8(3), 4203–4209. https://doi.org/10.35940/ijrte.C6036.098319

Malodia, S., Dhir, A., Mishra, M., & Bhatti, Z. A. (2021). Future of e-Government: An integrated conceptual framework. Technological Forecasting and Social Change, 173(July), 121102. https://doi.org/10.1016/j.techfore.2021.121102

Meijer, A. (2015). E-governance innovation: Barriers and strategies. Government Information Quarterly, 32(2), 198–206. https://doi.org/10.1016/j.giq.2015.01.001

Minelli, A., & Ruffini, R. (2017). Citizen feedback as a tool for continuous improvement in local bodies. International Journal of Public Sector Managemen.

Molnar, A. (2018). Strategic management and innovative applications of e-government. IGI Global.

Mukherjee, I., Coban, M. K., & Bali, A. S. (2021). Policy capacities and effective policy design: a review. Policy Sciences, 54(2), 243–268. https://doi.org/10.1007/s11077-021-09420-8

Mursalim, S. W. (2018). Analisis Manajemen Pengaduan Sistem Layanan Sistem Aspirasi Pengaduan Online Rakyat (LAPOR) di Kota Bandung. Jurnal Ilmu Administrasi: Media Pengembangan Ilmu Dan Praktek Administrasi, 15(1), 1–17. https://doi.org/10.31113/jia.v15i1.128

Nakakawa, A., & Namagembe, F. (2019). Requirements for developing interoperable e-government systems in developing countries - A case of Uganda. Electronic Government, 15(1), 67–90. https://doi.org/10.1504/EG.2019.096577

Nam, T. (2016). Government-driven participation and collective intelligence: A case of the Government 3.0 initiative in Korea. Information (Switzerland), 7(4). https://doi.org/10.3390/info7040055

Nam, T. (2019). Does e-government raise effectiveness and efficiency? Examining the cross-national effect. Journal of Global Information Management, 27(3), 120–138. https://doi.org/10.4018/JGIM.2019070107

Nedungadi, P. P., Menon, R., Gutjahr, G., Erickson, L., & Raman, R. (2018). Towards an inclusive digital literacy framework for digital India. Education and Training, 60(6), 516–528. https://doi.org/10.1108/ET-03-2018-0061

Noprisson, H. (2019). Challenges and Benefits of Knowledge Management Practices in Electronic Government. International Journal of Scientific Research in Computer Science, Engineering and Information Technology, September, 271–277. https://doi.org/10.32628/cseit195448

Olesen, K., Wood, L. C., & Chong, J. L. L. (2021). Citizen Adoption in E-Government Systems: A Meta Analysis. Journal of Global Information Management, 29(6), 1–28. https://doi.org/10.4018/JGIM.294124

Open Government Partnerships. (2014). Case Study (2014): Soliciting Citizen Feedback on Public Services in Indonesia. Open Government Partnership2. https://www.opengovpartnership.org/documents/case-study-2014-soliciting-citizen-feedback-on-public-services-in-indonesia/

Park, E. H., & Lee, J. W. (2015). A study on policy literacy and public attitudes toward government innovationfocusing on Government 3.0 in South Korea. Journal of Open Innovation: Technology, Market, and Complexity, 1(2), 1–13. https://doi.org/10.1186/s40852-015-0027-3

Peralta, C. F., Lopes, P. N., Gilson, L. L., Lourenço, P. R., & Pais, L. (2015). Innovation processes and team effectiveness: The role of goal clarity and commitment, and team affective tone. Journal of Occupational and Organizational Psychology, 88(1), 80–107. https://doi.org/10.1111/joop.12079

Prasad, B., & Kumar, A. (2021). Citizen Satisfaction with Public Service: What Factors Drive? Policy & Governance Review, 6(1), 78–89. https://doi.org/10.30589/pgr.

Rajamany, V., Van Staden, C., & Van Biljon, J. (2020). Responsible Design , Implementation and Use of Information and Communication Technology. In 19th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2020 Skukuza, South Africa, April 6–8, 2020 Proceedings, Part II. https://doi.org/10.1007/978-3-030-45002-1

Rosikin, Ghafar, A. A., Wahidah, M. N., Setiawan, I., Adelia, R., Restavie B, R. D., Hermanto, N., Purba, H. A., Putra, T., & Rafika, S. (2021). 2020 Laporan Tahunan Pengelolaan Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional (SP4N) -LAPOR! https://www.menpan.go.id/site/publikasi/unduh-dokumen/buku/file/6397-laporan-tahun-2020-pengelolaan-sistem-pengelolaan-pengaduan-pelayanan-publik-nasional-sp4n-lapor

Sabani, A., Deng, H., & Thai, V. (2019). Evaluating the development of E-government in Indonesia. ACM International Conference Proceeding Series, 254–258. https://doi.org/10.1145/3305160.3305191

Sari, A. M., Hidayanto, A. N., Purwandari, B., Budi, N. F. A., & Kosandi, M. (2018). Challenges and issues of E-participation implementation: A case study of e-complaint Indonesia. Proceedings of the 3rd International Conference on Informatics and Computing, ICIC 2018, 1–6. https://doi.org/10.1109/IAC.2018.8780467

Satria, J. V., & Priyadi, B. P. (2019). Sistem Manajemen Pengaduan Masyarakat melalui Lapor! Kemendagri. Journal Of Public Policy And Management Review, 9(2), 285–299. https://ejournal3.undip.ac.id/index.php/jppmr/article/view/27360/23881

Seepma, A. P., de Blok, C., & Van Donk, D. P. (2020). Designing digital public service supply chains: four country-based cases in criminal justice. Supply Chain Management, 26(3), 418–446. https://doi.org/10.1108/SCM-03-2019-0111

Shepperd, M., Abreu, F. B. e., & Perez-Castillo, R. (2022). Special issue on information systems quality management in practice. Software Quality Journal, 30(2), 281–282. https://doi.org/10.1007/s11219-022-09584-3

Siagian, S. P. (1983). Bunga Rampai Manajemen Modern. Gunung Agung.

Siagian, S. P. (2001). Manajemen Sumber Daya Manusia. PT. Bumi Aksara.

Sinurat, E., Nuraini, B., Lestari, N., & Martadinata, A. T. (2023). Public Innovation Service: Systematic Literature Review. Proceedings International Conference on Business, Economics & Management, 1, 259–273. https://doi.org/10.47747/icbem.v1i1.1282

Sommese, R., Jonker, M., Van Der Ham, J., & Moura, G. C. M. (2022). Assessing e-Government DNS Resilience. Proceedings of the 2022 18th International Conference of Network and Service Management: Intelligent Management of Disruptive Network Technologies and Services, CNSM 2022, 118–126. https://doi.org/10.23919/CNSM55787.2022.9965155

Suardini, D., Mariana, D., Rahmatunnisa, M., & Sumadinata, W. S. (2019). Implementation of good government governance through E-government. International Journal of Recent Technology and Engineering, 8(2 Special Issue 9), 276–283. https://doi.org/10.35940/ijrte.B1062.0982S919

Sulistianawati. (2020). Citizen Satisfaction Survey on SP4N LAPOR! Laporan Akhir (Vol. 1). IPB University, Prima Kelola IPB Consulting.

Syamsuadi, A. (2017). Pelayanan Publik dan Birokrasi Pemerintahan. Universitas Abdurrab.

Thusi, X., Jili, N. N., Adetiba, T. C., Mlambo, V. H., & Mkhize, N. (2023). Performance Management Systems (PMS): Challages and Opportunities in the Public Sector. Journal of Public Administration Studies, 8(1), 41–49. https://doi.org/10.21776/ub.jpas.2023.008.01.5

van der Hoek, M., Groeneveld, S., & Kuipers, B. (2018). Goal Setting in Teams: Goal Clarity and Team Performance in the Public Sector. Review of Public Personnel Administration, 38(4), 472–493. https://doi.org/10.1177/0734371X16682815

Vijaykumar, S., Nowak, G., Himelboim, I., & Jin, Y. (2018). Virtual Zika transmission after the first U.S. case: who said what and how it spread on Twitter. American Journal of Infection Control, 46(5), 549–557. https://doi.org/10.1016/j.ajic.2017.10.015

Wallis, J., & Zhao, F. (2018). e-Government Development and Government Effectiveness: A Reciprocal Relationship. International Journal of Public Administration, 41(7), 479–491. https://doi.org/10.1080/01900692.2016.1273950

Wicaksono, Y. K. (2020). Peran Warga Negara dalam Partisipasi Politik di Era Digital melalui SP4N-LAPOR ! Jurnal Ilmu Pengetahuan Sosial, 1 No 1.

Widianto, N. (2023). Improving the Effectiveness of Public Services through Technology-Based Service Innovations in Indonesia. Jurnal Ilmiah Ilmu Administrasi Publik, 13(1), 155. https://doi.org/10.26858/jiap.v13i1.45171

Wirtz, B. W., & Daiser, P. (2018). A meta-analysis of empirical e-government research and its future research implications. International Review of Administrative Sciences, 84(1), 144–163. https://doi.org/10.1177/0020852315599047

Zidane, Y. J. T., & Olsson, N. O. E. (2017). Defining project efficiency, effectiveness and efficacy. International Journal of Managing Projects in Business, 10(3), 621–641. https://doi.org/10.1108/IJMPB-10-2016-0085



DOI: https://doi.org/10.22146/jkap.94108

Article Metrics

Abstract views : 3289 | views : 2143

Refbacks

  • There are currently no refbacks.


Bookmark and Share


Copyright (c) 2024 JKAP (Jurnal Kebijakan dan Administrasi Publik)

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.