A Decade of LAPOR: Usage Trends of SP4N Service Channels
Article Sidebar
Read Counter : 347
Download : 305
Main Article Content
Abstract
The government built a National Public Service Complaint Management System (SP4N) to control public services. Complementing the implemented complaint service running through various channels at the national level, as well as Ministries, Institutions, and Local Governments (K/L/D), the government initiated the People's Online Aspirations and Complaints Service (LAPOR) featured digital channels. This research examines the SP4N service channel usage trends, especially in the 2013-2022 decade after LAPOR launched. Conducting descriptive analysis of the national SP4N usage data, the research reveals SP4N usage trends, channel usage trends, and channel contributions to SP4N usage. The SP4N usage in the last decade fluctuated but still has a positive growth trend. There has been a shift in the channel usage trend among digital channels, with the three most dominant channels being SMS, website and Android apps. The three digital channels also have the highest contribution, but traditional channels still emerge as one of the channels that need to be considered. Face-to-face is the only traditional channel included in the top 1000 usage and once reached an annual contribution of 1%. The research provides three recommendations: ineffective channel management policies, strengthening social media channels, and strategies for developing traditional channels.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
The proposed policy for journals that offer open access
Authors who publish with this journal agree to the following terms:
- Copyright on any article is retained by the author(s).
- Author grant the journal, right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work’s authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
- The article and any associated published material is distributed under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License
References
Ackom, P. S., Owusu Kwateng, K., Tetteh, F. K., & Wiesche, M. (2022). Understanding e-government services: Integration of process virtualization theory and user resistance. Digital Policy, Regulation and Governance, 24(5), 418–434. https://doi.org/10.1108/DPRG-11-2021-0153
Delistiana, D. D., Purnamasari, H., & Gumilar, G. G. (2020). Manajemen Penerapan SP4N LAPOR! Dalam Pelayanan Publik di Kabupaten Bekasi. Gorontalo Journal of Government and Political Studies, 3(2), 103. https://doi.org/10.32662/gjgops.v3i2.1152
Fakhriyah, R., Kencana, N., & Kariem, M. Q. (2022). EFEKTIVITAS PENERAPAN INOVASI PELAYANAN PUBLIK DALAM PENGEMBANGAN E-GOVERNMENT ( Studi Kasus Aplikasi Sp4n Lapor! Di Provinsi Sumatera Selatan ). 7.
Gumilar, G. G., Delistiana, D. D., & Purnamasari, H. (2022). The Elements of e-Government Success in Public Services at Bekasi Regency Using the “SP4N LAPOR.” TRANSFORMASI: Jurnal Manajemen Pemerintahan, 94–104. https://doi.org/10.33701/jtp.v13i2.1503
Gupitasari, F., & Anwar, M. K. (2022). The Effectiveness of SP4N-LAPOR-Based Complaints! At the Department of Communication and Information Technology of Tasikmalaya City. Publica: Jurnal Pemikiran Administrasi Negara, 14(1), 1–10. https://doi.org/10.15575/jpan.v14i1.17764
Hamjen, H., & Nikmah, R. A. (2020). KERAGAMAN PENGADUAN LAYANAN PUBLIK DI KALIMATAN SELATAN MELALUI APLIKASI SP4N LAPOR! Metacommunication: Journal of Communication Studies, 5(1), 66. https://doi.org/10.20527/mc.v5i1.7502
Hasnaa, A. H. N. A. & Barnad. (2022). SP4N-LAPOR AS AN ONLINE INFORMATION AND COMMUNICATION SERVICE FOR THE PEOPLE OF PONOROGO REGENCY. Jurnal Bisnis Terapan, 6(1), 63–74. https://doi.org/10.24123/jbt.v6i1.4871
Haspo, L. N. A., & Frinaldi, A. (2020). PENERAPAN APLIKASI SP4N-LAPOR DALAM MANAJEMEN PENGADUAN MASYARAKAT DI KOTA SOLOK. Jurnal Manajemen dan Ilmu Administrasi Publik (JMIAP), 26–33. https://doi.org/10.24036/jmiap.v2i2.122
Jayanti, A., & Wijaya, F. K. (2020). Analisis Usability pada Aplikasi SP4N LAPOR! Menggunakan Metode USE Questionnaire (Studi Kasus: Dinas Komunikasi dan Informatika Kabupaten OKU Timur). 3(1).
Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi. (2022, October 21). Akselerasi Pemerintahan Digital, Tim Koordinasi SPBE Nasional Lakukan Kolaborasi.pdf. https://www.menpan.go.id/site/berita-terkini/akselerasi-pemerintahan-digital-tim-koordinasi-spbe-nasional-lakukan-kolaborasi
LAPOR. (2023). Statistik [BETA]—LAPOR!.pdf. https://www.lapor.go.id/statistik/sumber-laporan
Neslin, S. A., Grewal, D., Leghorn, R., Shankar, V., Teerling, M. L., Thomas, J. S., & Verhoef, P. C. (2006). Challenges and Opportunities in Multichannel Customer Management. Journal of Service Research, 9(2), 95–112. https://doi.org/10.1177/1094670506293559
Patten, E., Ozuem, W., Howell, K., & Lancaster, G. (2020). Minding the competition: The drivers for multichannel service quality in fashion retailing. Journal of Retailing and Consumer Services, 53, 101974. https://doi.org/10.1016/j.jretconser.2019.101974
Rey-Moreno, M., Medina-Molina, C., & Barrera-Barrera, R. (2018). Multichannel strategies in public services: Levels of satisfaction and citizens’ preferences. International Review on Public and Nonprofit Marketing, 15(1), 9–24. https://doi.org/10.1007/s12208-017-0188-9
Rodriguez Müller, A. P., Lerusse, A., Steen, T., & Van de Walle, S. (2021). Understanding channel choice in users’ reporting behavior: Evidence from a smart mobility case. Government Information Quarterly, 38(1), 101540. https://doi.org/10.1016/j.giq.2020.101540
Sakas, D. P., Reklitis, D. P., Terzi, M. C., & Vassilakis, C. (2022). Multichannel Digital Marketing Optimizations through Big Data Analytics in the Tourism and Hospitality Industry. Journal of Theoretical and Applied Electronic Commerce Research, 17(4), 1383–1408. https://doi.org/10.3390/jtaer17040070
Septian, A. (2022). PENERAPAN SP4N LAPOR SEBAGAI SARANA KETERBUKAAN INFORMASI PUBLIK DAN LAYANAN PUBLIK PADA PEMERINTAH ACEH BARAT. Jurnal Ilmiah Mahasiswa Ilmu Komunikasi, 1(2), 36–39.
Wolff, H. N. (2023, March 22). Indonesia: Social network penetration Q3 2022. Indonesia: Social Network Penetration Q3 2022. https://www.statista.com/statistics/284437/indonesia-social-network-penetration/
Yahya, A. S., & Setiyono, S. (2022). Efektivitas Pelayanan Publik Melalui Sistem Pengelolaan Pengaduan Aplikasi SP4N-LAPOR. Jurnal Media Birokrasi, 1–22. https://doi.org/10.33701/jmb.v4i1.2432
Yulia, S., Rusmana, A., & Saefudin, E. (2022). Layanan aspirasi dan pengaduan online rakyat (SP4N-LAPOR) pada Dinas Komunikasi dan Informatika Kota Banjar. 1(8).