Jakarta, September 11, 2020 – The Ministry of Administrative and Bureaucratic Reform (KemenPANRB) has issued a key regulation ensuring equal access for women and persons with disabilities in accessing the National Integrated Complaint Handling System, SP4N-LAPOR!.

The regulation builds on a roadmap developed by the KemenPANRB to provide citizens an opportunity to raise concerns about the delivery of public services. It marks a milestone by including gender equality and social inclusion strategies to ensure everyone can use SP4N-LAPOR! as a platform to raise their voice.

SPAN-LAPOR! is a national online complaint handling system, which allows citizens to file complaints in an effort to improve public services. Last year, KemenPANRB partnered with Korea International Cooperation (KOICA) and the United Nations Development Programme (UNDP) to expand the system. It aims to enhance the digitalization of the platform and expand it by connecting it to all subnational governments of the country (34 provinces, 98 cities and 416 regencies). It is also part of UNDP’s role to provide a platform for vulnerable people by improving the quality of the public services.

“Incorporating gender equality and social inclusion in SP4N-LAPOR! will enable marginalized groups in our society to have better access to public services. We are very excited to focus on increasing participation for women and persons with disabilities to use SP4N-LAPOR!,” said Mr. Tjahjo Kumolo, Minister of Administrative and Bureaucratic Reform.

The roadmap includes five core components. It focuses on developing management and business processes for the platform, integrating multiple complaint handling information systems into SP4N-LAPOR!, developing training programs to strengthen institutional and individual capacity to manage the system, marketing and communication strategies and performance monitoring strategies. The roadmap will serve a critical role as guidelines for national and sub-national governments to manage and implement SP4N-LAPOR! in their agencies.

The three entities have focused on women and persons with disabilities so that they can use SPAN-LAPOR! with ease. In March this year, while developing the roadmap, UNDP organized focus group discussions and invited civil society organizations focusing on women empowerment and disabilities to share their ideas to make SP4N-LAPOR! more responsive and inclusive for them.

“The roadmap will concretely translate our commitment into action. We hope that national and sub-national governments work together with a clear set of goals under the SP4N-LAPOR! roadmap so that we can make meaningful progress in expending inclusive platform for marginalized groups,” said KOICA Indonesia Country Director, Mr. Jeong Heo Jin.

The roadmap provides clear guidelines on how SP4N-LAPOR! should be developed to protect the rights of women and persons with disabilities to ensure equal access for all. The new regulation will provide a legal basis for the platform to enhance delivery of key services to the population at large without exception.

It comes at a critical time during the COVID-19 pandemic as more people have relayed concerns over the handling of vital services in various sectors and help the government improve the delivery of these services.

“We fully support this directive by the government. An inclusive e-governance system is vital to ensure that everyone has the ability to have their say in improving public services. Providing a platform for women and also for persons with disabilities is essential and will help Indonesia successfully work towards achieving the Sustainable Development Goals and that no one is left behind. ”,said Sophie Kemkhadze, Resident Representative a.i. of UNDP in Indonesia.

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Media Contact:

Tomi Soetjipto, UNDP Communication Specialist (suryo.tomi@undp.org)

Suyoung Hwang, UNDP Marketing & Communication Officer , LAPOR! Project (hwang.suyoung@undp.org) Evi Anggraeni Iswanti, Outreach and Advocacy Officer (evi.iswanti@undp.org)