KSP: Resolving Complaints Must Become a Primary Task for Bureaucracy
Jakarta (ANTARA) - The Chief of Staff to the President, Dudung Abdorithman, has emphasised that resolving public service complaints through SP4N-LAPOR! must become a primary task for the bureaucracy, rather than becoming a burden.
“Every complaint entered into the LAPOR! application must be a primary duty, not a burden for the bureaucracy,” said Dudung during the signing of the Memorandum of Understanding (MoU) for the Synergy of SP4N-LAPOR! Management 2026-2031 in Jakarta on Tuesday.
Dudung stated that resolving public service complaints, particularly within the National Public Service Complaint Management System-Public Aspirations and Online Complaints Service (SP4N-LAPOR!), must result in measurable organisational work capable of resolving community issues on the ground.
According to him, the resolution of complaints could also serve as a key performance indicator for the bureaucracy, at both central and regional government levels.
“Central and regional agencies with the best response and follow-up on complaints should receive appreciation through increased incentives, and conversely, disincentives should be applied to those that perform poorly,” he said.
He noted that the strengthening of SP4N-LAPOR! aligns with the directives of President Prabowo Subianto for the bureaucracy to continue transforming public services digitally, ensuring services are more accessible, fast, certain, and interconnected across applications.
“The government must listen more closely and stay near to the problems faced by the community,” said Dudung.
On this occasion, the Office of the Presidential Staff (KSP), together with the Ministry of PANRB, the Ministry of Home Affairs, the Ministry of Communication and Digital, and the Ombudsman of the Republic of Indonesia, signed the MoU for the Synergy of SP4N-LAPOR! Management for the 2026-2031 period.
Dudung explained that SP4N-LAPOR! is one of the general applications under Presidential Regulation Number 132 of 2022 regarding the Electronic-Based Government System (SPBE) Architecture, serving as a national public service complaint channel based on the ‘no wrong door policy’ principle.
He encouraged the public to use the channel to report various public service issues, ranging from damaged roads, the Free Nutritious Meal (MBG) programme, social assistance, schools, and community health centres (puskesmas) to illegal levies and suspected corruption.
Members of the public can submit reports via the lapor.go.id website. Dudung stated that the confidentiality of informants is guaranteed under the Personal Data Protection Law, and reports will be responded to within a maximum of three working days.
Under this cooperation, the KSP is tasked with coordinating, monitoring, and analysing the follow-up of complaints related to national priority programmes and strategic issues as assigned by the President.
He emphasised that SP4N-LAPOR! needs to be positioned as part of the bureaucratic way of working to ensure that public complaints result in real resolutions.
“LAPOR! is not just an application, but a new way of working for all central and regional government agencies, where the resolution of public service complaints must be an organisational outcome that is measurable and truly provides solutions to problems on the ground,” said Dudung.