SP4N LAPOR! 1.3.21

SP4N LAPOR! is the National Public Service Complaint Management System / People's Online Aspiration and Complaint Service. SP4N LAPOR! will become the complaint management application for all government agencies, both central and regional. This roadmap is also related to the Smart ASN 2024 target.

Now, all segments of society can easily, integratedly, and thoroughly submit complaints about various types of public services at all levels of government. LAPOR! was developed by the Presidential Staff Office, the Ministry of Administrative and Bureaucratic Reform, and OMBUDSMAN to increase public participation in overseeing government programs and performance in implementing development and public services.

COMPLAINTS

• You can submit complaints through the LAPOR! application and various other channels such as websites, SMS, and social media.
• Your complaint will be verified by the LAPOR! administrator.
• Subsequently, complaints will be forwarded to the relevant Ministries/Institutions no later than 3 working days after the complaint is made.

FOLLOW-UP ON COMPLAINTS

• LAPOR! will publish each complaint that has been forwarded and provide you with notifications.
• The Ministries/Institutions will be given a maximum of 5 working days to conduct internal coordination and formulate follow-up actions on the complaints provided.
• Once there is a follow-up plan, the Ministries/Institutions will provide information to you.

CLOSING COMPLAINTS

A complaint is considered closed when there has been a follow-up from the relevant Ministries/Institutions on the complaint, and it has been 10 working days since the follow-up without a response from the complainant or LAPOR! administrator.

FEATURES

• Tracking ID LAPOR! Tracking ID LAPOR! is a unique code that automatically complements each complaint published on LAPOR!. The Tracking ID can be used by users to trace a complaint.
• Anonymous and Confidential The anonymous feature is available for complainants to protect their identity, while the confidential feature can be used to restrict access to complaints only for the complainant and the reported institution. Both features can be used for reporting sensitive and highly private issues.
• Mapping and Categorization Each report can be labeled with geographic location, topic, complaint completion status, and relevant institution so that both the government and the public can monitor issues from various scales and perspectives.
• Policy Opinions This feature can be used by connected government agencies as a means to conduct public opinion polls. Some polls conducted through this feature include those on the Health Insurance Provider Agency and the Plan for Implementing the New 2013 Education Curriculum.