Law Number 25 of 2009 concerning Public Services has provided a space for public participation for involvement in improving the quality and accountability of public services, as well as cooperation between service providers. To maximize public participation, the government has developed a National Public Service Complaint Management System (SP4N) through the LAPOR! application, integrating all complaints channels of public service providers. However, after its launch in 2015, LAPOR! as a complaints channel has not been fully utilized by the community. Therefore, in order to promote and optimize the use of SP4N-LAPOR! application by the public in delivering information and complaints on public services, including the impact of Covid-19 in the delivery of public services, PATTIRO, YAPPIKA, and CSO Partners, in collaboration with the Ministry of Administrative and Bureaucratic Reform (KemenPAN-RB) are organizing LAPOR! Goes to Campus (LGTC) in nine cities on a virtual basis.

PATTIRO Program Coordinator, Wawanudin, stated that the objective of the virtual LGTC was to strengthen collaboration between stakeholders, including universities in promoting SP4N-LAPOR! and optimize the use of SP4N-LAPOR! in improving the quality of public services.

“LGTC, which we are conducting with KemenPAN-RB, aims to strengthen collaboration between civil society organizations, universities, and local governments in promoting SP4N-LAPOR! for improving the quality of public services, as well as optimizing the use of SP4N-LAPOR! by the public in delivering information and complaints about public services, including the impact of Covid-19 in the administration of public services,” said Wawanudin.

The Deputy Minister on Public Services of KemenPAN-RB, Prof. Dr, Diah Natalisa, in her remarks while attending virtual LGTC at Palangkaraya University, stated that SP4N-LAPOR! was created to realize the principle of “no wrong door policy”.

“The no wrong door policy principle guarantees public rights, so that any complaint from anyone, of any type, will be channelled to the appropriate public service provider authorized to handle it. The purpose of SP4N-LAPOR! is so that the public service providers can manage complaints from the public in a simple, fast, precise, thorough, and well-coordinated manner,” said Prof. Dr. Diah Natalisa.

Responding to the virtual LGTC, Rector of Palangkaraya University, Dr. Andrie Elia, SE, M.Si., positively welcomed LGTC activity in tertiary institutions. According to him, this activity can foster public (particularly students) awareness and participation in improving public services. Especially as with LAPOR! the response to the improvement of public services is quite positive, with examples of service improvements by public service providers.

LGTC activities have been held on a virtual basis in more than 15 universities spread across nine cities, including Walisongo State Islamic University of Semarang, Palangkaraya University, Makassar Muhammadiyah University, Pattimura University of Ambon, UIN Ar-Raniry of Banda Aceh, IAIN Pontianak, and STIE 66 in Kendari. (FM)