Klojen (malangkota.go.id) – Malang City hosted the Focus Group Discussion (FGD) activity on the Delivery of Monitoring and Evaluation of LAPOR! Management in the Ministry/Institution/Region Environment, Friday (24/1/2025). The Ministry of State Apparatus Empowerment and Bureaucratic Reform (PANRB) assessed that Malang City has shown a strong commitment in managing complaints and developing various public service innovations that deserve attention and learning for other regions in Indonesia.
This FGD is an effort by the central government to continue to encourage improvements in the quality of public services through policy instruments for managing public service complaints through the National Public Service Complaint Management System - People's Online Aspiration and Complaint Service (SP4N-LAPOR!).
This FGD also serves as a means for the Ministry of PANRB to monitor and evaluate the management of LAPOR! to improve the effectiveness of resolving follow-up complaints to government agencies. In addition, monitoring and evaluation are also carried out to strengthen cross-agency coordination in resolving cross-sectoral complaints, improve the quality of communication with reporters, and build effective monitoring and evaluation mechanisms for resolving complaints.
Assistant Deputy for Empowerment of Community Participation, Ministry of PANRB Insan Fahmi said that effective public service is a key to the success of all aspects of development. If we refer to the Sustainable Development Goals (SDG's), related to poverty eradication, improving education, or even related to inclusivity, of course there is a relationship with public service. So all SDG's are related to public service. In addition, the public must also participate in development.
"Public service is how to provide an impact in improving the quality of life of the community, encouraging economic growth. Good public service also prevents us from corruption. We are the spearhead to increase public trust in the government, one of which is by managing SP4N-LAPOR!," said Fahmi.
Meanwhile, the Head of Public Information and Communication of the East Java Provincial Communication and Informatics Service (Diskominfo), Putut Darmawan, emphasized that the East Java Provincial Government continues to support collaborative efforts between the central and regional governments. "Close communication, cooperation, and collaboration are very important so that we can move together to face complex problems in an integrated manner. Synergy is the key to resolving public complaints more effectively and evenly," he said.
The provincial government acts as a hub in the management of SP4N-LAPOR! in East Java. This role includes facilitation, coordination, and technical assistance including providing training for complaint managers so that every public report can be followed up in a timely manner and according to procedure. "Hopefully this FGD will be a forum for sharing experiences, finding solutions, and strengthening joint strategies in complaint management. With strong cooperation, of course SP4N-LAPOR! Will become a pillar to encourage bureaucratic reform and strengthen public trust in the government," he concluded.
On the same occasion, the Head of the Malang City Communication and Information Service, Muhammad Nurwidianto, said that in 2024, the number of complaints recorded in Malang City was 3.265 with an average response time of one day. This figure has experienced an increasing trend from year to year with better response times.
"The more complaints received will be the material for improvement in order to realize better quality of public service in the future. To increase public involvement, improve complaint services to the community, we also make several efforts," he explained.
Some innovations made by the Malang City Government in order to improve complaint services include conducting routine coordination through WhatsApp Group, complaint rubrics through social media under the name 'Lapor! Sam', making complaint QR Codes at various public service points, technical guidance to increase the capacity of human resources for complaint service managers, and various socializations related to SP4N-LAPOR! in various public spaces. (ari/yn)
