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All Journal Socio-political Communication and Policy Review
Berliana, Rachmadini Eka
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Social Sciences

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Implementasi SP4N Lapor (Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional-Layanan Aspirasi dan Pengaduan Online Rakyat) dalam Meningkatkan Kualitas Pelayanan Publik (Studi Kasus: Beberapa Instansi Pemerintah yang Ada di Indonesia) Berliana, Rachmadini Eka; Yudartha, I Putu Dharmanu
Socio-political Communication and Policy Review Vol. 1 No. 6 (2024)
Publisher : Lenggogeni Data Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61292/shkr.183

Abstract

In the current digital era, the government carries out an Electronic-Based Government System by launching various new electronic-based service innovations in the form of websites and applications that are accessed online. With this, the government launched a complaint channel called SP4N-LAPOR! which is a single application, has been integrated nationally, and functions to manage public service complaints with the main objective of improving the quality of public services. This research uses a literature review method that aims to analyze and conclude data findings from various relevant literature sources. 5 articles were selected based on predetermined criteria with topics on the implementation of SP4N-LAPOR! which were then analyzed and concluded with important findings. The important findings include the application of the complaint channel, obstacles, and solutions to the application that are still considered not optimal in several research loci. Abstrak: Di era digital saat ini pemerintah mengusung Sistem Pemerintahan Berbasis Elektronik dengan meluncurkan berbagai inovasi pelayanan baru berbasis elektronik berupa website maupun aplikasi yang diakses secara online. Dengan ini pemerintah meluncurkan kanal pengaduan dengan nama SP4N-LAPOR! yang merupakan aplikasi tunggal, sudah terintegrasi nasional, dan berfungsi untuk mengelola pengaduan pelayanan publik dengan tujuan utama meningkatkan kualitas pelayanan publik. Penelitian ini menggunakan metode tinjauan pustaka yang bertujuan untuk menganalisis serta menyimpulkan data temuan dari beragam sumber literatur yang relevan. 5 artikel dipilih berdasarkan kriteria yang telah ditentukan dengan topik mengenai implementasi SP4N-LAPOR! yang kemudian dianalisis dan disimpulkan temuan pentingnya. Temuan penting tersebut memuat penerapan kanal pengaduan, hambatan, serta solusi penerapan aplikasi yang dinilai masih belum maksimal di beberapa lokus penelitian. Kata Kunci: Sistem Pemerintahan Berbasis Elektronik (SPBE); Kualitas Pelayanan Publik; Peluncuran SP4N-LAPOR!.
Co-Authors I Putu Dharmanu Yudartha