Implementasi Sistem Pengelolaan Pengaduan Online dalam Pelayanan Publik: Studi Kasus SP4N Lapor
DOI:
https://doi.org/10.55606/jurrish.v4i2.4823Keywords:
Online Complaint System, Public Service, E-Government, SP4N LAPOR, EffectivenessAbstract
This study examines the effectiveness of the SP4N LAPOR application in managing public service complaints by the Communication and Information Agency of Muara Enim Regency, South Sumatra Province. Using a qualitative approach with a descriptive method, this study evaluates the effectiveness of the application through three main dimensions: achievement of objectives, integration, and adaptation. The study results indicate that the implementation of SP4N LAPOR has not been optimal due to several obstacles, particularly the lack of coordination and communication between relevant agencies. The study also identified various factors hindering the application's effectiveness, such as slow response times to public complaints and insufficient awareness about the application's use. Despite these challenges, the local government continues to improve the system, including establishing communication channels through WhatsApp groups between agencies and providing various platforms for submitting complaints. This research contributes to understanding how digital complaint management systems can be implemented more effectively in the local government context.
Downloads
References
Dini, A., Hatakka, M., Sæbø, Ø., & Thapa, D. (2022). A framework to understand the role of an artifact in ICT4D. The Electronic Journal of Information Systems in Developing Countries, 89(3). https://doi.org/10.1002/isd2.12246
Fakhriyah, R., Kencana, N., & Qurâ, M. (2022). Efektivitas penerapan inovasi pelayanan publik dalam pengembangan e-government (Studi kasus aplikasi SP4N Lapor! di Provinsi Sumatera Selatan). Jurnal Pemerintahan dan Politik, 7(3).
Firman, F., Sumatono, S., Muluk, M., Setyowati, E., & Rahmawati, R. (2024). Enhancing citizen participation: The key to public service transparency. Journal of Law and Sustainable Development, 12(1), e2937. https://doi.org/10.55908/sdgs.v12i1.2937
Hammoud, R., Laham, S., Kdouh, O., & Hamadeh, R. (2021). Setting up a patient complaint system in the national primary healthcare network in Lebanon (2016–2020): Lessons for low‐ and middle‐income countries. The International Journal of Health Planning and Management, 37(1), 387–402. https://doi.org/10.1002/hpm.3347
Hardiyansyah, H. (2018). Kualitas pelayanan publik: Konsep, dimensi, indikator dan implementasinya. Gava Media.
Huque, R., Azdi, Z., Ebenso, B., Nasreen, S., Chowdhury, A., Elsey, H., ... & Mirzoev, T. (2021). Patient feedback systems at the primary level of health care centres in Bangladesh: A mixed methods study. Sage Open, 11(2). https://doi.org/10.1177/21582440211011458
Komarudin, K. (2023). Information system development for receiving and handling customer complaints in public services. Devotion Journal of Research and Community Service, 4(5), 1110–1115. https://doi.org/10.59188/devotion.v4i5.468
Kumar, A., Tiwari, A., Singh, R., & Nag, T. (2022). Does e‐service quality of online grievance redress portals lead to satisfaction? An outlook from the perspectives of Indian youth. Journal of Public Affairs, 23(1). https://doi.org/10.1002/pa.2822
Kumar, T. (2024). How the content of digital complaints shapes bureaucratic responsiveness in Mumbai. Governance, 38(2). https://doi.org/10.1111/gove.12889
Mahendra, R., Apriani, F., & Zulfiani, D. (2023). Pengelolaan pasar oleh Badan Usaha Milik Desa Kelinjau Ulu Kecamatan Muara Ancalong. EJournal Administrasi Publik, 11(1), 113–125.
Maulidiah, S. (2014). Pelayanan publik. CV. Indah Prahasta.
Nugroho, P. C., Asropi, A., & Rajab, R. (2023). Implementasi kebijakan sistem pengelolaan pengaduan pelayanan publik nasional (SP4N) dalam mewujudkan konsep “No Wrong Door Policy” di lingkungan Lembaga Administrasi Negara. Jurnal Polinter: Kajian Politik dan Hubungan Internasional, 9(1), 72–96.
O’Brochta, W. (2022). Politicians' complaint response: E‐governance and personal relationships. Governance, 36(4), 1147–1164. https://doi.org/10.1111/gove.12727
Peraturan Presiden Nomor 76 Tahun 2013 tentang Pengelolaan Pengaduan Pelayanan Publik.
Peraturan Presiden Nomor 95 Tahun 2018 tentang Sistem Pemerintahan Berbasis Elektronik.
Putturaj, M., Krumeich, A., Srinivas, P., Engel, N., Criel, B., & Belle, S. (2022). Crying baby gets the milk? The governmentality of grievance redressal for patient rights violations in Karnataka, India. BMJ Global Health, 7(5), e008626. https://doi.org/10.1136/bmjgh-2022-008626
Rahmadana, M. F., Mawati, A. T., Siagian, N., Perangin-Angin, M. A., Refelino, J., Tojiri, M., ... & Bahri, S. (2020). Pelayanan publik.
Silaban, Y. (2023). Efektivitas layanan aspirasi pengaduan online rakyat (LAPOR) dalam meningkatkan pelayanan publik di Dinas Kependudukan dan Catatan Sipil Kota Medan. Journal of Science and Social Research, 6(1), 233–240.
Undang-Undang Nomor 23 Tahun 2014 tentang Pemerintah Daerah.
Undang-Undang Nomor 25 Tahun 2009 tentang Pelayanan Publik.
Yahya, A. S., & Setiyono, S. (2022). Efektivitas pelayanan publik melalui sistem pengelolaan pengaduan aplikasi SP4N-LAPOR. Jurnal Media Birokrasi, 1–22.
Yamin, M., Edyanto, E., Haerul, H., & Tabo, S. (2023). Quality of e-government services at the population and civil registration office Biak Numfor District. International Journal of Social Sciences, 6(4), 248–257. https://doi.org/10.21744/ijss.v6n4.2224
Yulia, S. (n.d.). Layanan aspirasi dan pengaduan online rakyat (SP4N-Lapor!) pada Dinas Komunikasi dan Informatika Kota Banjar.
Zaliluddin, D., Budiman, B., & Rully, A. (2020). Implementasi e-government berbasis Android. JSiI (Jurnal Sistem Informasi), 7(2), 83–88.
Zein, H. H. M., & Septiani, S. (2024). Digitalisasi pemerintahan daerah: Katalis untuk integrasi dan optimasi good governance. Sada Kurnia Pustaka.
Zein, M. H. M. (2023). Reformasi birokrasi: Dunia birokrasi dan pemerintahan. Sada Kurnia Pustaka.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Jurnal Riset Rumpun Ilmu Sosial, Politik dan Humaniora
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
