Surabaya (malangkota.go.id) – Malang City is called the most interactive city in managing complaint reports through the National Public Service Complaint Management System (SP4N) - People's Online Aspiration and Complaint Service (LAPOR!). This was conveyed by the Minister of State Apparatus Empowerment and Bureaucratic Reform (MenPANRB) Abdullah Azwar Anas in the Development Planning Deliberation (Musrenbang) of the East Java Regional Work Plan (RKPD) 2025 and the East Java Provincial Long-Term Development Plan (RPJPD) 2025-2045 in Surabaya, Wednesday (3/4/2024).
"A total of 10.099 reports were received (in East Java), and the Malang City Government became the agency that received the most reports, namely 1.834 reports with a follow-up percentage of 100 percent. Meanwhile, the percentage of follow-up reports throughout East Java has reached 97 percent overall," said Minister Azwar Anas.
Responding to this, Acting Mayor of Malang Dr. Ir. Wahyu Hidayat, MM said that public complaints show that there is community involvement and participation in regional development. Through the aspirations conveyed, this is what becomes the material for evaluation and improvement of development programs in Malang City.
"This shows that our society is active and critical. The reports (that come in) are material for our performance correction. This is also a motivation so that we can improve services and provide the best and most complete public services for the people of Malang City," he said.
Wahyu said that the Malang City Government is always open to accommodate public aspirations. To accommodate public criticism, the Acting Mayor of Malang also opened a joint discussion space between the Malang City Government and the community through the Ngobrol Mbois Ilakes (Ngombe) program which has started since early 2024. The community is invited to voice their opinions and complaints directly to the number one person in the Malang City Government and his staff.
For your information, every complaint received from the public is managed by the Malang City Communication and Informatics Service (Diskominfo). Not only through SP4N-LAPOR, various platforms are provided to accommodate public aspirations both online and offline, such as the SAMBAT application, CETTAR, various Malang City Government social media, and also through letters. Complaints received through various platforms will then be distributed to the relevant regional apparatus for follow-up. The plan and results of the follow-up carried out by the relevant regional apparatus will be reported back to Diskominfo to be submitted to the complainant.
In handling complaints, the Communication and Information Service also continues to strengthen coordination and increase the capacity of complaint management admins. Various activities that have been carried out include holding routine complaint management briefings, providing technical guidance on managing SP4N LAPOR! complaint services, providing technical guidance on SOP for handling complaints on social media, monitoring and evaluating complaint services, including socializing the LAPOR! complaint channel through Malang City Government social media. (ari/yon)
