<![CDATA[Handling public complaints is one of the key indicators of achieving good governance at the local level. To support digital-based public services, the Government developed SP4N-LAPOR! (National Public Service Complaint Management System) as a national e-government instrument. In Purwosari District, Pasuruan Regency, SP4N-LAPOR! has been implemented since 2019. However, research data indicate that only ten complaints were submitted through the system between 2019 and early 2025. This study aims to describe the implementation of SP4N-LAPOR! as an e-government instrument for handling public complaints in Purwosari District and to identify the challenges encountered during its implementation. The study employed a qualitative approach using a descriptive case study method. Data were collected through in-depth interviews, observations, and documentation, and were analyzed using the interactive model developed by Miles, Huberman, and Saldaña. The findings, based on George C. Edward III’s policy implementation theory, indicate that the dimensions of communication, resources, disposition, and bureaucratic structure have generally been implemented effectively. Nevertheless, the implementation of SP4N-LAPOR! continues to face several challenges, including limited public outreach due to budget constraints, low levels of digital literacy and public interest in utilizing the SP4N-LAPOR! system, delays in application access, and unstable internet connectivity. This study recommends broader and more sustainable public outreach, optimization of information media, enhancement of community digital literacy, and improvements to technical infrastructure to support the more effective utilization of SP4N-LAPOR!. Keywords: Policy Implementation, E-Government, SP4N-LAPOR.]]>
