Young people must be “mischievous” in criticizing the development of public services in Indonesia. This was raised in the remarks delivered by Bambang Kurniawan, Vice Chancellor I of the University of Yuppentek Indonesia, at the Tangerang City Goes to Campus (Online) Report. “Complaints from the public, including youth, contribute to the development of public services,” he said. It is in line with the mandate of Law Number 25 of 2009 concerning Public Services, the government has provided space for public participation for citizens as users of public services to improve the quality and accountability of public services and cooperation between service providers.
Tangerang City Communication and Information Service (Kominfo), Yuppentek Indonesia University, Open Government Indonesia (OGI), in collaboration with the Ministry of State Apparatus Empowerment and Bureaucratic Reform (KemenPANRB), held a Public Dialogue LAPOR Goes to Campus (Online) Tangerang City with the theme “Optimizing Youth Participation for Improving the Quality of Public Services in Tangerang City” on Thursday (27/10). This activity also commemorates Youth Pledge Day which coincides on October 28, 2022.
Currently, the government is developing a digital-based public complaint channel, namely SP4N-LAPOR. The public can access SP4N-LAPOR through several channels: regular phone message (SMS), the SP4N-LAPOR application on their mobile devices (Google Play, Apple App Store), lapor.go.id website, and social media which are currently under development. Complaints via the lapor.go.id site are the channels most accessed by the public. As a community group that has adequate digital literacy, youth can play an active role in providing complaints in public services through these channels. In his presentation, Khikmawanto, Lecturer at the University of Yuppentek Indonesia, said that young people are digital natives because they grow and develop together with technological developments.
According to Yanuar Ahmad, Assistant Deputy for Digital Transformation of Public Services at the Ministry of State Apparatus Empowerment and Bureaucratic Reform (KemenPAN-RB), as many as 65% of complaints to the SP4N-LAPOR channel can be resolved. He also added that there were five most report topics on the SP4N-LAPOR channel. Complaints related to social assistance rank first in the most reported topics so far, followed by complaints against population administration and civil registration; education and culture; peace, public order, and community protection; and fraudulent content.
The development of a public complaint system is a necessity. This is because public services and complaints against public services from the public are like two sides of a coin, cannot be separated. Bejo Untung, Executive Director of PATTIRO, in his remarks said that a complaint service was provided to gather feedback, opinions and complaints from services that have been carried out. He also added that in making complaints, there is a no wrong door policy principle. Wherever people complain, the government should not ignore these complaints. “Because after all the government – in this case as a public service provider – must have some shortcomings, weaknesses, and some things that need to be optimized that the community finds in these public services,” said Bejo.
Responding to this, Prof.Dr.Diah Natalisa, MBA, Deputy for Public Services of the KemenPANRB, stated that SP4N-LAPOR was formed to promote a no wrong door policy that guarantees the right of the public so that complaints from anywhere and of any type can be channeled to authorized public service providers. “The goal of SP4N-LAPOR is for administrators to be able to manage complaints in a simple, fast, precise, complete and coordinated manner,” said Diah.
Meanwhile, regarding public service complaints in Tangerang City, the SP4N-LAPOR for Tangerang City is managed by the Tangerang Regency/City Management Technical Implementation Unit (UPT) which operates under the Tangerang City Communications and Information Office. All of complaints, both from SP4N-LAPOR and LAKSA, are managed by the Tangerang City Communication and Information Office. Incoming reports will be forwarded to the relevant agencies in Tangerang City. Based on Setiyo Pambudi’s narrative, the Tangerang City Communications and Informatics Service, the Communications and Informatics Service requires answers regarding public complaints against relevant agencies. Sometimes, the relevant agencies do not respond quickly. The Ministry of Communication and Informatics needs to encourage several agencies to respond quickly to public complaints. “The participation of several Regional Apparatus Organizations (OPD) is the key to sooner or later the aspirations conveyed by the community,” said Setiyo.
