Increase responsiveness to public service complaints (ID0112)

What is the public problem that the commitment will address? Since its launch in 2012, LAPOR! has become the main channel for the public in submitting complaints on public service practices organised by the government and other public service providers. To this date, the number of complaints received by LAPOR! has reached 1,705,245 complaints. Along with the stipulation of LAPOR! as a National Public Service Complaint Management System (Sistem Manajemen Pengaduan Layanan Publik Nasional - SP4N) based on Regulation of the Ministry of Administrative Reform and Bureaucratic Reform of the Republic of Indonesia Number 3 of 2015 concerning the Road Map for the Development of a National Public Service Complaint Management System, there are currently many complaint managers at the agency level that have been connected to LAPOR!. Based on the data on the lapor.go.id page, the number of agencies connected to LAPOR! includes 653 agencies, consisting of 34 Ministries, 100 Institutions, 34 Provinces, 391 Regencies, and 94 Cities. However, out of all the agencies connected to LAPOR!, only 122 (19%) can be considered good. This indicator is based on the assessment of the follow-up which is at least 50% of the total number of incoming complaints. This number does not consider the speed of response to complaints. If it is reassessed by the indicator of response speed, the number of complaint management agencies that fall into the good category will decrease. The data show that despite the level of public enthusiasm for LAPOR! continues to increase, improvements in the performance of the agency of the complaint has not barely 11 shown. If this is not fixed, there is a possibility that the level of public trust in LAPOR! and the level of public motivation to make complaints will decline. This decline must be prevented as public complaints are significant, not only as a basis for improving public services but also as a reference for agencies in making decisions, formulating programs, and strengthening policies. What is the commitment Increase the responsiveness of public service complaint agencies linked to SP4N-LAPOR! to encourage an increase in the number of complaints that are followed up quickly. How will the commitment contribute to solving the public problem? Whether organised by the State or other agencies, public services sometimes do not follow the public’s expectation. The public often faces the slow administrative process, the bad goods and/or services, the imposition of unreasonable service rates, and the less sympathetic treatment of employees as service recipients, which cause losses both material and non-material. To convey these complaints, the public needs a complaint channel that can respond quickly to the problems they face. This commitment is expected to increase the responsiveness of SP4N-LAPOR! complaint managers. The high level of responsiveness of the complaint manager can thus minimise society’s loss due to poor public service delivery. A high level of responsiveness can also increase public confidence in the complaint manager and the public service provider. To a higher degree, fast complaint service will also increase the accountability of public service delivery. Why is this commitment relevant to OGP values? This commitment is relevant to the Open Government's values, namely transparency and accountability. By getting a fast response, the level of public trust in SP4N LAPOR! will increase too. This increased public trust will further encourage an increase in the number of complaints on the LAPOR channel. It will ensure the sustainability of LAPOR! as a channel to strengthen public services transparency. In the end, the delivery of public services will also be more transparent and accountable. Why is this commitment relevant to This commitment will support the 16th SDGs Goal, namely Peace, Justice and Strong Institutions, especially target 16.7, to ensure responsive, inclusive, participatory, and representative 12 Indonesian Medium-Term National Development Plan (RPJMN) and SDGs? decision-making at all levels and 16.6, namely developing effective, accountable, and transparent institutions at all levels. This commitment is in line with one of the national priorities in the 2020-2024 RPJMN, namely Public Service Transformation. This program will be implemented through electronic-based public services (e-service), strengthening community supervision of public services’ performance, strengthening the innovation ecosystem, and strengthening integrated services. Additional Information The Ministry of State Apparatus Empowerment and Bureaucratic Reform has also compiled a road map for the 2020–2024 national public service complaint management system which will soon be stipulated in Ministry Regulation. Based on the roadmap, in 2020, the target number of incoming complaints is 227,995 with 60% resolution rate; in 2021 the target of complaints is 454,790 with 70% completion rate, and in 2022 the target for complaints is 909,580 with a resolution rate of 80%. Based on the road map, it is also targeted that the establishment of Complaints Management Functional Employee will be carried out in 2021. Overall, the strategy to achieve this roadmap will be carried out by strengthening four aspects, namely: 1) Institutional Strengthening; 2) Optimization of Information Technology; 3) Human Resource Capacity Building; 4) Strengthening Communication and Public Participation; and 5) Strengthening the SP4N LAPOR! Coordination Hub. Milestone Activity with a verifiable deliverable Start Date End Date 1. Complaint reports via SP4N-LAPOR! are followed up immediately (target completion rate is at least 45% of the January 2021 December 2022 13 number of complaints received in 2022) 2. Improvement of management performance of SP4N-LAPOR! by government agencies (target 30% government agencies follow up at least 45% of reports in 2022) January 2021 December 2022 3. Disclosure of data and information related to public complaints January 2021 December 2022

Action Plan Review

Commitment 2: Improve Complaint Settlement for Public Services

Results Report

Commitment 2. Improve Complaint Settlement for Public Services

● Verifiable: Yes

● Does it have an open government lens? Yes

● Potential for results: Modest

● Completion: Substantial

● Did it open government? Marginal

This commitment continued the previous action plan’s effort to improve government bodies’ response to SP4N-LAPOR! public complaints, but it did not disclose the intended data during the implementation period. By May 2022, according to the Ministry of State Apparatus Empowerment and Bureaucratic Reform (PAN RB), 33,220 of 43,414 (76.52 percent) public complaints had received follow up, exceeding the commitment’s target of 45 percent. In terms of implementing units, 1,216 central and regional government bodies (70 percent) had followed up on complaints. Among them, 837 (68.8 percent) followed up on all complaints received in the second semester of the action plan, exceeding the commitment’s overall targets of 30 percent of government bodies following up on 45 percent of complaints. The PAN RB Ministry facilitated this progress through mutual agreements and technical trainings for some provincial governments. ^[23] Information on the developments that took place under this commitment was made available in November 2022 through OGI, ^[24] but was not accompanied by supporting evidence and could not be confirmed by independent sources. In terms of transparency, data on government bodies’ response to public complaints was not made available to the public through the SP4N-LAPOR! Website during the implementation period. In 2023, certain data was made available by log in (including on varying response rates for some government bodies). ^[25] The Center for Regional Information and Studies (Pattiro) has reported some cases in which complaints were designated as having received “follow up” after a government body sent a reply but did not practically address the content of the complaint. ^[26] This commitment made positive progress, but IRM cannot confirm the quality of responses to complaints based on information available. Beyond the commitment scope, the Ministry continued to conduct publicity at the university level for SP4N-LAPOR! utilization through LAPOR! Goes to Campus. ^[27]