SP4N LAPOR is a government program that was originally managed by the Regional Inspectorate and has been transferred to the Communication and Informatics Department.
Heaptalk, Jakarta — The East Kutai Regency Government held a working meeting on standard operating procedure (SOP) development to advance the National Public Service Complaint Management System – Aspirations and Complaint Services (SP4N LAPOR) at the Mercure Hotel, Samarinda.
Attending the activity, the Head of the East Kutai Communication, Informatics, Statistics, and Encryption Department (Diskominfo Staper), Ery Mulyadi, explained that SP4N LAPOR is a government program that had been managed by the Regional Inspectorate for a long time. However, at the end of 2021, the program has been transferred to the Communication and Informatics Department.
“Since being handled by the Communication and Informatics Department, we have made efforts to improve it and recently we work closely with one of our development partners, namely USAID SEGAR. When it was handed over to the Department, the first thing we did was range from socialization to the implementation of the workshop then continued with the preparation of the action plan,” said Ery.
Further, the action plan will be implemented by involving all regional apparatuses, including sub-districts. This plan includes standard operating procedures designed to handle complaints submitted by the public. To prepare the action plan, the Department will be assisted by experts from USAID SEGAR.
Ery said, “Today we are reviewing the best practice to create a quick, precise, and effective handling complaint process, to provide fast response and quick following up process by the regional apparatus. Therefore, we are assisted by USAID SEGAR to conduct a review as well as develop the standard operating procedures that have been established and adapt to the characteristics of our place.”
Meanwhile, USAID SEGAR expert Ria Maya Sari said that advancing the complaint system must be prioritized in East Kutai. “What needs to be improved in East Kutai is the complaint system. Nationally, there is already SP4N LAPOR. No more innovations in similar complaint applications are allowed,” concluded Ria.
