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Case Study (2014): Soliciting Citizen Feedback on Public Services in Indonesia

Using a variety of media such as the LAPOR! website, text messaging and mobile applications, citizens can report on anything from bribe requesting public of cials to damaged bridges and teacher absenteeism. The website allows users to even upload pictures or videos of the reported misconduct. After the report is led, the UKP4 takes three working days to validate it for accuracy and then transfers it to the relevant ministry or government agency. The institution formulates a response within ve working days and reports back through the website, which generates an SMS or email noti cation to the complainant informing them of the action taken. If there is no feedback from the complainant within 10 days, the system closes the case.

https://drive.google.com/open?id=0B471ujVfgLNManhPb0hxT01jbDA

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