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West Nusa Tenggara, Indonesia

Improving the Quality of Public Complaint Resolution Through "West Nusa Tenggara Care" (NTB Care). (IDWNT0002)

Overview

At-a-Glance

Action Plan: Action plan – West Nusa Tenggara, Indonesia, 2021 – 2023

Inception Report: Not available

Commitment Start: Aug 2021
Commitment End: Dec 2023

Institutions involved:

  • Communication, Informatics, and Statistics Agency
  • Community Solidarity for Transparency (Somasi) NTB
  • Publish What You Pay (PWYP) Indonesia
  • Inspectorate of West Nusa Tenggara Province
  • Regional Secretariat Organization Bureau of West Nusa Tenggara Province

Primary Policy Area: Social Accountability, Whistleblower Protections

Primary Sector: Media and Telecommunications, Public Services (general)

OGP Value:

  • Public Accountability
  • Technology and Innovation for Transparency and Accountability

Description

Commitment ID

IDWNT0002

Commitment Title

Improving the Quality of Public Complaint Resolution Through "West Nusa Tenggara Care" (NTB Care).

Problem

The existence of NTB Care began in 2018 as the main point of reference for the people of West Nusa Tenggara in submitting complaints against public service practices. However, there are still a number of challenges faced by NTB Care, namely:

  • The number of public complaints that have been followed up by regional officials is still relatively low;

  • The capacity of Human Resources for Complaints Service Managers still needs to be improved, considering that many responses and answers from complaint managers have not been successful in satisfying the complainants;

  • There are many public complaint channels available within the scope of the NTB Provincial Government, as well as those provided by the district/city. The various complaint channels have not yet been fully integrated, both in terms of governance and application systems. This creates difficulties at the level of monitoring and evaluation as well as follow-up reports in an efficient and effective manner

Status quo

  • An MoU has been made between the Governor and the Regents and Mayors of West Nusa Tenggara regarding Cooperation in the Utilization of the NTB Care Application and a cooperation agreement between the Regional Secretary of West Nusa Tenggara Province and the Regional Secretaries of Regencies/Cities throughout West Nusa Tenggara regarding the Utilization of the NTB Care Application.

  • There are several complaint channels available, namely the NTB Care mobile application, SMS center, Instagram NTB Care and Facebook NTB Care, but not all of them are well integrated.

  • The percentage of the number of complaints that are followed up by regional and district/city officials is still low. From January 2020 to July 2021, out of a total of 717 complaints received, only 374 complaints have been followed up, or only around 52 percent.

Action

  • Improving the quality of complaint channel management and conveying the aspirations of the people who are experiencing problems in order to get quick and effective follow-up, so that the government's presence can be felt in the midst of the community.

  • Improve the response of Regional Apparatus in following up on public complaints so that the quality of public services is getting better.

  • Integrate the management of various public service channels so that the handling, monitoring and reporting of complaints are more effective and efficient

How will the commitment contribute to solving the public problem described above?

  • The more reports that are followed up will generate trust and increase community participation in development and improve the quality of public services.

  • Integration between various complaint channels at the provincial and district/city levels will facilitate monitoring and evaluation at the regional leadership level.

What long-term goal as identified in your Open Government Strategy does this commitment relate to?

This commitment is in line with the long-term goal of the Open Government of West Nusa Tenggara Province, namely to realize a Clean and Serving West Nusa Tenggara. Through improving the quality of management of the complaint handling system for NTB Care's public services, it is hoped that all complaints and inputs from the public can be followed up effectively and efficiently, thereby increasing trust in the government, encouraging community participation and development, as well as providing feedback to improve the quality of public services.

Primary Policy Area

Social Accountability, Whistleblower Protections

Primary Sector

Media and Telecommunications, Public Services (general)

What OGP value is this commitment relevant to?

Public Accountability The public can express their complaint and aspirations through any available complaint channels
Technology and Innovation for Transparency and Accountability The complaint channel uses several technologies, namely web application, mobile application, sms gateway, social media (facebook, instagram)

Milestones

5 Milestones
1

Drafting regulations for Public Service Complaint Management

Start Date09/2021
End Date12/2021
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete
2

Technical Guidance for Capacity Building for Public Complaints Manager (Annually)

Start Date09/2021
End Date12/2023
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete
3

NTB Care socialization to the community (Annually)

Start Date03/2022
End Date12/2023
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete
4

Integration of the NTB Care complaint system with the National Public Complaint System (Lapor! SP4N) and District/City

Start Date03/2022
End Date06/2022
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete
5

Coordination Meeting for Monitoring and Evaluation of Complaints Follow-up (Semi Annually)

Start Date03/2022
End Date12/2023
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete


Commitments

Open Government Partnership