The Decision-Making Based on Public Aspirations and Complaints through SP4N-Lapor! in Three Provinces of Indonesia

Ibty, Idham
Widnyani, Ida Ayu Putu Sri
Simabura, Charles

Jurnal Manajemen Pelayanan Publik
Vol 9, No 3 (2025): Jurnal Manajemen Pelayanan Publik

This study examined the role of digital public service transformation in Indonesia, focusing on decision-making based on public aspirations and complaints through SP4N- Lapor! The research method was a qualitative with a case study approach at Yogyakarta, Bali, and West Sumatra. The findings showed that the government has enhanced transparency and public service effectiveness through decision making based on digital data at SP4N-Lapor! even though mechanisms remain unstructured. In Yogyakatra, SP4N-Lapor! have a positive impact of complaint resolution and service improvement, especially for disabled communities. Further policy development is recommended, with more structured coordination and stakeholder feedback. Academics are urged to explore risk mitigation strategies involving stakeholders to address system limitations.