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LAPOR!-SP4N Quality Improvements (ID0101)



Action Plan: Indonesia Action Plan 2018-2020

Action Plan Cycle: 2018

Status: Active


Lead Institution: Ministry of Administrative and Bureaucratic Reform

Support Institution(s): Ombudsman RI, YAPPIKA-ActionAid

Policy Areas

Capacity Building, E-Government, Public Participation

IRM Review

IRM Report: Pending IRM Review

Starred: Pending IRM Review

Early Results: Pending IRM Review

Design i

Verifiable: Pending IRM Review

Relevant to OGP Values: Not Relevant

Potential Impact: Pending IRM Review

Implementation i

Completion: Pending IRM Review


January 2019 - December 2020
Commitment Description
Lead implementing
Ministry of Administrative and Bureaucratic Reform
Law of the Republic of Indonesia Number 25/2009 on
Public Services mandates the creation of a national
public service complaint handling system. This
mandate was strengthened through the issued
Presidential Regulation Number 76/2013 on
Management of Public Service Complaints. In 2016,
LAPOR! is confirmed as National Public Service
Complaint Management System (SP4N) based on the
Ministry of Administrative and Bureaucratic Reform
Regulation Number 3/2015. Currently LAPOR! -SP4N
has been connected with 88 K / L, 135 Local
Governments, 128 National Universities and
Coordination of Private Universities (Kopertis), 131
Indonesian Representatives abroad and 116
state-owned enterprises in Indonesia. The existence
of LAPOR! -SP4N began to be widely known by the
public, as seen from the number of complaints coming
in as many as 1,180,609 complaints (as of 2017).
However there are still a number of challenges faced
by LAPOR-SP4N, including (i) the number of reports
being followed up is still low; (ii) the integration
process at the local government level is still slow,
even tends to be only a formality (limited to the
decree) without the support of adequate facilities and
infrastructure; (iii) the response of the LAPOR! -SP4N
manager who has not yet managed to satisfy the
reporter and tends not to solve the problem; (iv) data
of complaints through LAPOR!.
What is the public problem that
the commitment will address?
Increasing the numbers of reports and the quality of
resolution on Public Service Complaints through
LAPOR!-SP4N. The increasing is marked by more
public institutions are connected with LAPOR! and
LAPOR!-SP4N supervision is categorized as good.
What is the commitment?
The challenges faced by LAPOR!-SP4N will be
overcome through a number of strategic commitments
that must be carried out by the Ministry of
Administrative and Bureaucratic Reform, The
Executive Office of the President and the Ombudsman
of the Republic of Indonesia.
First, Ministry of Administrative and Bureaucratic
Reform The Executive Office of the President and the
Ombudsman of the Republic of Indonesia must set a basic standard which will become the reference for the
complaint management formed by
Ministries/Departments, Local Government,
State-owned Enterprises. The product of this
commitment can be in the form of SOP or Complaint
Handling Manual. The existence of these basic
standards will maintain quality standards in handling
Second, the Ministry of Administrative and
Bureaucratic Reform, The Executive Office of the
President and the Ombudsman of the Republic of
Indonesia need to form a task force to provide
technical assistance to the complaints management
unit in K / L, Local Government, and State-owned
Enterprises. Assistance will be adjusted to the level of
existing needs, the scope of which includes the
process of forming a complaint management unit,
LAPOR!-SP4N set-up, capacity building of the
management team, and the evaluation of complaint
handling. In addition to this, it will strengthen the
synergy between the Ministry of Administrative
Reform, The Executive Office of the President and the
Ombudsman of the Republic of Indonesia with
stakeholders in providing assistance to the complaints
management unit.
Third, to ensure that complaints are handled correctly,
the existence of standard standards is not enough. A
more strategic forum is needed, involving policymakers
and strategic stakeholders to evaluate and analyze the
trends of complaints coming in. This forum can also be
positioned as a policy forum because it will use
complaint data as a basis for developing policy
measures to improve public services.
Fourth, the publication of complaints handling status
including the respondent's satisfaction response. This
information is important to be published as part of
public control over the performance of public service
complaint handling. For reporters, this information will
make it easier for them to monitor the status of their
● This commitment will open access to information
about the development of broader complaints
handling to the public, o that it can increase public
participation in monitoring the government.
● Increasing the quality of access to public services
because of improvements in services as the result
of the follow up to complaints so as to encourage
public service accountability.
● Strengthening the synergy between policymaker,
stakeholder and the public in reviewing complaints
data for policy improvement recommendation.
Why is this commitment relevant
to OGP values? ● This commitment is in line with the 5th National
Priority, especially in the "Legal Certainty and
Bureaucratic Reform" Priority Program.
● An assistance team has been established by the
Ministry of Administrative and Bureaucratic
Reform by involving the Ombudsman of the
Republic of Indonesia and The Executive Office of
the President.
● Piloting can be synergized with choices of the
regions that have been accompanied by the
Ministry of Administrative and Bureaucratic
1. Increase LAPOR!-SP4N
penetration in government
institutions (target 500 institutions)
January 2019 December 2019
2. The complaint reports through
LAPOR!-SP4N have been followed
up (target increased by 25%)
January 2020 December 2020
3. Improvement of LAPOR
management performance by gov
institutions (target increased by
September 2020 December 2020


  1. Extractives Data Management

    ID0092, 2018, Beneficial Ownership

  2. Transparency and Participation in Health Data

    ID0093, 2018, E-Government

  3. Public Service Data

    ID0094, 2018, E-Government

  4. Participatory Education Budget

    ID0095, 2018, Capacity Building

  5. Participatory Village Government Planning

    ID0096, 2018, Capacity Building

  6. Civic Participation in E-Legislation Portal

    ID0097, 2018, E-Government

  7. Election Data Openness

    ID0098, 2018, E-Government

  8. Health Service Data

    ID0099, 2018, E-Government

  9. Public Consultation Reform

    ID0100, 2018, Capacity Building

  10. LAPOR!-SP4N Quality Improvements

    ID0101, 2018, Capacity Building

  11. Complaint System for Environment

    ID0102, 2018, E-Government

  12. Government Procurement Transparency

    ID0103, 2018, Capacity Building

  13. Strenthening Open Data

    ID0104, 2018, E-Government

  14. Improvements to Legal Aid

    ID0105, 2018, Capacity Building

  15. Open Government Strategic Plan

    ID0047, 2016, OGP

  16. Public Agency Consultation Guidlines

    ID0048, 2016, Capacity Building

  17. Good Governance Manual and Public Consultations to Reach SDGs

    ID0049, 2016, Capacity Building

  18. Geospatial Information Management

    ID0050, 2016, Capacity Building

  19. Monitoring Public Services by Ombudsman

    ID0051, 2016, E-Government

  20. Ombudsman Overseeing Public Services

    ID0052, 2016, Public Service Delivery

  21. Public Services at Ministry of Education and Culture

    ID0053, 2016, Capacity Building

  22. Public Services at Ministry of Religious Affairs

    ID0054, 2016, Public Service Delivery

  23. Development of LAPOR into SP4N

    ID0055, 2016, Capacity Building

  24. Public Complaints Administration Integration into LAPOR!-SP4N

    ID0056, 2016, Capacity Building

  25. LAPOR!- SP4N as Citizen Aspiration and Complaints Platform

    ID0057, 2016, Capacity Building

  26. 1 Million Complaints Via LAPOR! by 2016

    ID0058, 2016, E-Government

  27. LAPOR! Public Accountability

    ID0059, 2016, Public Participation

  28. Interconnectivity of SOEs to LAPOR!

    ID0060, 2016, Capacity Building

  29. Environment and Forrest Sector Public Complaints

    ID0061, 2016, E-Government

  30. Strengthened Village Governance

    ID0062, 2016, Capacity Building

  31. Public Information Disclosure Through Ministry of Health

    ID0063, 2016, E-Government

  32. Public Information Disclosure Through Ministry of Education and Culture

    ID0064, 2016, E-Government

  33. Public Information Disclosure Through Ministry of Research Technology and Higher Education

    ID0065, 2016, E-Government

  34. Public Information Disclosure at Higher Education Institutions

    ID0066, 2016, E-Government

  35. Budget Transparency Information System

    ID0067, 2016, E-Government

  36. Inter Agency Data Governance

    ID0068, 2016, Capacity Building

  37. Open Data Implementation

    ID0069, 2016, Capacity Building

  38. Public Complaints Channels

    ID0070, 2016, Capacity Building

  39. Information Disclosure at Village Levels

    ID0071, 2016, E-Government

  40. Increase in Number of Open Data

    ID0072, 2016, E-Government

  41. Improved Public Services

    ID0073, 2016, Capacity Building

  42. Transparency in the Regional Government Budget System

    ID0074, 2016, E-Government

  43. Procurement Disclosure in Bandung

    ID0075, 2016, E-Government

  44. Enhancing the LAPOR! Application

    ID0076, 2016, E-Government

  45. Public Complaints Services in the City of Bandung

    ID0077, 2016, Public Participation

  46. Information Disclosure on Citizens’ Proposals to DPRD

    ID0078, 2016, E-Government

  47. Greater Public Participation in Disseminating Development Information

    ID0079, 2016, Education

  48. "One Data Indonesia” in Semarang.

    ID0080, 2016, Legislation & Regulation

  49. One Data Basis for Semarang

    ID0081, 2016, Capacity Building

  50. Enhanced Public Information Disclosure

    ID0082, 2016, E-Government

  51. Public Monitoring of Services in Semarang

    ID0083, 2016, Capacity Building

  52. Access to Information on DPRD

    ID0084, 2016, Capacity Building

  53. Data Governance of DPRD

    ID0085, 2016, Fiscal Transparency

  54. Infrastructure for Fublic Information Disclosure

    ID0086, 2016, Capacity Building

  55. Public Information Communications Strategy

    ID0087, 2016, Subnational

  56. Information Through Jakarta.Go.Id Portal

    ID0088, 2016, Capacity Building

  57. Public Services Complaint Channel

    ID0089, 2016, Public Participation

  58. Strengthening of Data Governance

    ID0090, 2016, E-Government

  59. Public Participation in Development Planning

    ID0091, 2016, E-Government

  60. Strengthening Transparency Infrastructure of Public Bodies

    ID0028, 2014, Public Service Delivery

  61. Strengthening Infrastructure of Central and Local Information Commission

    ID0029, 2014, Capacity Building

  62. Strengthening Institutional and Human Resources Infrastructure for Public Services

    ID0030, 2014, Public Participation

  63. Improve Quality of Openness in Health Services

    ID0031, 2014, Health

  64. Improve Quality of Openness in Education Services

    ID0032, 2014, E-Government

  65. Accelerate Open and Good Governance Practices in Law Enforcement

    ID0033, 2014, E-Government

  66. Accelerate Open and Good Governance Practices in Goods and Services Procurement

    ID0034, 2014, Open Contracting and Procurement

  67. Accelerate Open and Good Governance Practices in Business Development and Investment Sector

    ID0035, 2014, Capacity Building

  68. Accelerate Open and Good Governance Practices in Land Affairs

    ID0036, 2014, Land & Spatial Planning

  69. Accelerate Open and Good Governance Practices in Management of Migrant Workers

    ID0037, 2014, Citizenship and Immigration

  70. Accelerate Open and Good Governance Practices in Hajj Management

    ID0038, 2014, Public Service Delivery

  71. Accelerate Open and Good Governance Practices in Natural Resources Management

    ID0039, 2014, Environment and Climate

  72. Improve Public Participation in Development Planning

    ID0040, 2014, E-Government

  73. Improve Public Participation in House of Representative and Regional Representative Council

    ID0041, 2014, Legislature

  74. Improve Public Participation in Environmental Preservation

    ID0042, 2014, Environment and Climate

  75. Community Empowerment to Handle Poor Society and People with Disabilities and Special Needs

    ID0043, 2014, Health

  76. Community Empowerment to Support Environmental Sustainability

    ID0044, 2014, Environment and Climate

  77. Community Empowerment to Strengthen Agriculture Sector

    ID0045, 2014, Capacity Building

  78. Community Empowerment to Develop Creative Sector

    ID0046, 2014, E-Government

  79. Motor Vehicle Services

    ID0013, 2013, Infrastructure & Transport

  80. Public School Funding

    ID0014, 2013, Anti-Corruption Institutions

  81. Hajj Services: Ministry of Religious Affairs

    ID0015, 2013, Anti-Corruption Institutions

  82. Marriage Services: Office of Religious Affairs

    ID0016, 2013, Public Service Delivery

  83. Toll Roads

    ID0017, 2013, Public Service Delivery

  84. Land Affairs Transparency

    ID0018, 2013, E-Government

  85. Forest Management

    ID0019, 2013, E-Government

  86. Transparency and Accountability in Natural Resources Management Activity

    ID0020, 2013, E-Government

  87. Oil, Gas, and Mining Revenue Transparency

    ID0021, 2013, Extractive Industries

  88. Appointments of Information and Documentation Management Officials (PPID) in National Agencies and Enactments of their Standard Operating Procedure

    ID0022, 2013, Public Service Delivery

  89. Starred commitment Formulation of a Working Plan and a Well-Operated Tracking System for Business/Investment Licensing Servies in 10 Provinces and 10 Regencies/Cities

    ID0023, 2013, E-Government

  90. Encouraging the Acceleration of the Operational Formation for Information Services in Local Government through the Formation of Local Government's PPID and its Tools

    ID0024, 2013, Public Service Delivery

  91. Encouraging Comprehensive Implementation of Open Government in Pilot Province/Regency/City

    ID0025, 2013, OGP

  92. Integration of Performance-Based Budgeting

    ID0026, 2013, Fiscal Transparency

  93. Ensuring the Publication of Budget Plan (RKA/DIPA)

    ID0027, 2013, Fiscal Transparency

  94. Poverty Reduction

    ID0001, 2011, E-Government

  95. Education Subsidies

    ID0002, 2011, Education

  96. Health Subsidies

    ID0003, 2011, Health

  97. Police

    ID0004, 2011, E-Government

  98. High Corruption Risk

    ID0005, 2011, E-Government

  99. Civil Service Recruitment

    ID0006, 2011, Capacity Building

  100. Land Administration

    ID0007, 2011, E-Government

  101. National Budget Information

    ID0008, 2011, Audits and Controls

  102. District Budget Information

    ID0009, 2011, Fiscal Transparency

  103. e-Procurement

    ID0010, 2011, E-Government

  104. One-Map Portal

    ID0011, 2011, E-Government

  105. Environmental Openness

    ID0012, 2011, Environment and Climate