Jakarta (ANTARA) - The Chief of Staff to the President, Dudung\nAbdorithman, has emphasised that resolving public service complaints\nthrough SP4N-LAPOR! must become a primary task for the bureaucracy,\nrather than becoming a burden.<\/p>\n
\u201cEvery complaint entered into the LAPOR! application must be a\nprimary duty, not a burden for the bureaucracy,\u201d said Dudung during the\nsigning of the Memorandum of Understanding (MoU) for the Synergy of\nSP4N-LAPOR! Management 2026-2031 in Jakarta on Tuesday.<\/p>\n
Dudung stated that resolving public service complaints, particularly\nwithin the National Public Service Complaint Management System-Public\nAspirations and Online Complaints Service (SP4N-LAPOR!), must result in\nmeasurable organisational work capable of resolving community issues on\nthe ground.<\/p>\n
According to him, the resolution of complaints could also serve as a\nkey performance indicator for the bureaucracy, at both central and\nregional government levels.<\/p>\n
\u201cCentral and regional agencies with the best response and follow-up\non complaints should receive appreciation through increased incentives,\nand conversely, disincentives should be applied to those that perform\npoorly,\u201d he said.<\/p>\n
He noted that the strengthening of SP4N-LAPOR! aligns with the\ndirectives of President Prabowo Subianto for the bureaucracy to continue\ntransforming public services digitally, ensuring services are more\naccessible, fast, certain, and interconnected across applications.<\/p>\n
\u201cThe government must listen more closely and stay near to the\nproblems faced by the community,\u201d said Dudung.<\/p>\n
On this occasion, the Office of the Presidential Staff (KSP),\ntogether with the Ministry of PANRB, the Ministry of Home Affairs, the\nMinistry of Communication and Digital, and the Ombudsman of the Republic\nof Indonesia, signed the MoU for the Synergy of SP4N-LAPOR! Management\nfor the 2026-2031 period.<\/p>\n
Dudung explained that SP4N-LAPOR! is one of the general applications\nunder Presidential Regulation Number 132 of 2022 regarding the\nElectronic-Based Government System (SPBE) Architecture, serving as a\nnational public service complaint channel based on the \u2018no wrong door\npolicy\u2019 principle.<\/p>\n
He encouraged the public to use the channel to report various public\nservice issues, ranging from damaged roads, the Free Nutritious Meal\n(MBG) programme, social assistance, schools, and community health\ncentres (puskesmas) to illegal levies and suspected corruption.<\/p>\n
Members of the public can submit reports via the lapor.go.id website.\nDudung stated that the confidentiality of informants is guaranteed under\nthe Personal Data Protection Law, and reports will be responded to\nwithin a maximum of three working days.<\/p>\n
Under this cooperation, the KSP is tasked with coordinating,\nmonitoring, and analysing the follow-up of complaints related to\nnational priority programmes and strategic issues as assigned by the\nPresident.<\/p>\n
He emphasised that SP4N-LAPOR! needs to be positioned as part of the\nbureaucratic way of working to ensure that public complaints result in\nreal resolutions.<\/p>\n
\u201cLAPOR! is not just an application, but a new way of working for all\ncentral and regional government agencies, where the resolution of public\nservice complaints must be an organisational outcome that is measurable\nand truly provides solutions to problems on the ground,\u201d said\nDudung.<\/p>", "url": "https:\/\/jawawa.id\/newsitem\/ksp-resolving-complaints-must-become-a-primary-task-for-bureaucracy-1790679825", "image": "" }, "sponsor": "Okusi Associates", "sponsor_url": "https:\/\/okusiassociates.com" }