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.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
