Survey Reveals 8 out of 10 Indonesians Recommend Using SP4N-LAPOR! System to Report Public Service Complaints

March 14, 2023

The results of a survey of SP4N Lapor! users were shared with stakeholders including UNDP, Ministry of Administrative and Bureaucratic Reform and donor Korea International Cooperation Agency. The majority of respondents surveyed noted they would continue using the e-governance system.

At least 8 out of 10 Indonesians say they will continue using SP4N-LAPOR!, the national public service complaints handling system for public service complaints, according to a survey released on March 14  by the United Nations Development Programme (UNDP) with support from the Korea International Cooperation Agency (KOICA) and Indonesia’s Ministry of Administrative and Bureaucratic Reform (KemenPANRB).

The results, which were shared In a hybrid event in Jakarta, were calculated from responses gathered in 2021 and 2022 from residents of the regencies of Badung, Sleman and Tangerang and the provinces of Bali, Yogyakarta and West Sumatra, where SP4N-LAPOR! is being piloted. It involved 2,420 respondents who used SP4N-LAPOR! from 2021 and 2022, 39.5 percent of whom were women and 1 percent identified as persons with disabilities.

84 percent of respondents in 2022 noted they would continue using SP4N-LAPOR! to submit their complaints, higher than in 2021 where the figures stood at 80.9 percent. Likewise, the number of respondents who would recommend SP4N-LAPOR! to others increased to 82.9 percent in 2022 from 80.9 in 2021. The user satisfaction index of 73.7 percent in 2022 was slightly higher than the results in 2021, which stood at 72.3 percent.

Speaking during the event, Mr. Norimasa Shimomura, Resident Representative of UNDP Indonesia appreciated the positive response received by SP4N-LAPOR! on the survey. “The LAPOR! system has successfully galvanized public participation to lodge feedback on the quality of public services in Indonesia,” he said. “ I hope today’s discussion amplifies the commitments and synergies among the partners to make SP4N-LAPOR! an even more powerful tool to serve the people,” he added.

SP4N-LAPOR! was rated positively in five survey indicators: 92.3 percent for ensuring an inclusive public service complaint system, 90.8 percent for simplifying complaint submission processes, 90.5 percent for encouraging complaint submissions, 89.9 percent for influencing public service delivery, and 83.6 percent for enhancing the effectiveness of complaint resolution processes.

The survey also sought feedback from 1,042 administrators who coordinated the complaints received via SP4N-LAPOR!. It found that 7 out of 10 administrators were satisfied with SP4N-LAPOR!’s service performance, particularly on the transparency of the complaint resolution processes, solutions and outcomes.  The satisfaction rate of 77.6 percent on service performance in 2021-2022 was higher than in 2020 at 75 percent.  Women made up 34 percent of the administrators who were surveyed.

Mr. Jeong Yun-Gil, Country Director of KOICA, commending the survey results, said, “This increase in administrators’ satisfaction index gives us confidence that the support provided by KOICA is vital to strengthening the capacity of SP4N-LAPOR!’s human resources to manage public service complaints more efficiently, thus enabling them to provide a much better support to the user community.”

Mr. Abdullah Azwar Anas, Minister of KemenPANRB, thanked the contributions of UNDP and KOICA, noting “Pushing for bureaucratic reform is one of our President’s wishes. SP4N-LAPOR! is one of the essential tools for improving government services and making them more open to public feedback. We hope for a better public service complaint handling system and for a more agile civil service in the future

At least 93 percent of admins surveyed found the support of KOICA and UNDP necessary in implementing SP4N-LAPOR!. They agreed that donor support helped enhance service performance, encourage innovation, improve policy implementation, and ensure the active participation of women and persons with disabilities.

PT Prima Kelola IPB directed the survey.

The SP4N-LAPOR! project is supported by the Korea International Cooperation Agency (KOICA) and implemented by UNDP and the Ministry of Administrative and Bureaucratic Reform (KemenPANRB), with the support of the Executive Office of the President (KSP), the Ombudsman of the Republic of Indonesia (ORI), the Ministry of Home Affairs (Kemendagri), and the Ministry of Communication and Information Technology (Kominfo).

Text by Philip Nalangan and Muhammad Iqbal.
Edited by Ranjit Jose