Klojen (malangkota.go.id) – As an effort to improve the quality of public services in the field of public complaint management, the Malang City Communication and Informatics Service (Diskominfo) held technical guidance (bimtek) to increase the capacity of human resources (HR) for complaint service managers within the Malang City Government online from the Ngalam Command Center (NCC) room, Thursday (12/6/2025).
Head of the Malang City Communication and Information Service, M. Nur Widianto, said that currently the government has the latest version of the Sp4N-Lapor complaint channel, namely version 4, and Malang City is one of ten agencies appointed by the Ministry of Empowerment of State Apparatus and Bureaucratic Reform (KemenPANRB) to become a pilot project.
"With this latest version, there are new things that we need to digest, understand, and internalize, so that we can maximize and optimize the performance of complaints," he said.
Furthermore, the Head of Communication and Information said that this capacity building activity was held as a form of commitment from the Malang City Government to improve public service performance. Previously in 2024, the Malang City Government had received 3.234 complaints with a response rate of 100% with an average completion time of one working day.
However, the man who is familiarly called Wiwid hopes that all stakeholders will not be complacent with the achievements they have achieved. According to him, it is very important to continue to strive to encourage more effective steps, improve quality, and optimize accountability in handling every public complaint so that it can continue to be a sustainable business process.
"There need to be steps in the form of innovation, breakthroughs, and creativity so that efforts to educate, provide literacy, and place complaint channels as a form of accountable and transparent governance become stronger," he said.
Meanwhile, the Middle Policy Analyst of KemenPANRB, Rosikin, who was a resource person at this activity expressed his appreciation for the complaint management service that has been carried out well by the Malang City Government. According to him, this is the reason Malang City was chosen as one of the regions to become a pilot project for the application of version 4 of SP4N-Lapor.
He also hopes that in the future with this latest version, the complaint management service in Malang City will be better. "Hopefully with this latest version, the implementation of comprehensive complaint management can be realized, and can answer several things that have also been our homework together," he concluded. (iu/yn)
