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All Journal Jurnal Kebijakan dan Administrasi Publik Populis : Jurnal Sosial dan Humaniora Cakrawala: Jurnal Litbang Kebijakan JKAP (Jurnal Kebijakan dan Administrasi Publik)
Ghazali, Rusman
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Public Health Social Sciences

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Journal : JKAP (Jurnal Kebijakan dan Administrasi Publik)

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The Effectiveness of the SP4N-LAPOR! as a National Public Service Complaint Management Application Premaiswari, Ni Made Widya; Siregar, Ramlan; Ghazali, Rusman
JKAP (Jurnal Kebijakan dan Administrasi Publik) Vol 28, No 1 (2024): May 2024
Publisher : Magister Ilmu Administrasi Publik

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/jkap.94108

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. 
Co-Authors Dani Muhtada Gulo, Elisari Martitah Martitah Miftahjannah, Ananda Premaiswari, Ni Made Widya Shintawati, Eka Nova Siregar, Ramlan