<![CDATA[Public complaint management is an essential instrument in realizing transparent, responsive, and accountable public service governance. This study examines the management of physical complaints through the National Public Service Complaint Management System (SP4N-LAPOR!) at the Assistant Deputy for Public Participation Empowerment, Ministry of Administrative and Bureaucratic Reform. The main issues addressed include the implementation of physical complaint governance, the challenges encountered, and the efforts undertaken to support effective public service governance. This research aims to analyze the process of managing physical complaints, identify administrative and technical obstacles, and assess its contribution to improving public service quality. A descriptive qualitative method was employed through observation, interviews, and document analysis conducted during field practice activities. The findings indicate that physical complaint management has been directed toward integration into SP4N-LAPOR! through structured stages, including receipt, verification, classification, disposition, and follow-up. Nevertheless, several challenges remain, such as reliance on manual processes, limited human resources, and suboptimal data integration. Improvement efforts have been carried out through strengthened coordination, utilization of complaint data for evaluation purposes, and adjustment of work patterns in line with Electronic-Based Government System principles. Overall, the management of physical complaints through SP4N-LAPOR! plays a strategic role in enhancing public participation and supporting continuous improvement in public service governance.]]>
