Food Control Agency, East Java Government Among Top Winners of UNDP’s Competition on Public Complaint Handling

June 17, 2022
Photo by SP4N-Lapor!

Jakarta, June 16, 2022The United Nations Development Programme (UNDP), in collaboration with the Ministry of Administrative and Bureaucratic Reform (KemenPAN-RB) and Korea International Cooperation Agency (KOICA),today handed awards to the winners of the Fourth Public Complaint Handling Competition.

The Outstanding Achievement Award was given to the National Agency of Drug and Food Control (BPOM) and the East Java Provincial Government. Other top winners were the National Civil Service Agency (BKN), West Sumatra Provincial Government, Aceh Provincial Government, Denpasar City Government and Muara Enim Regency Government, all of which snatched the award “Best Management and Transformation by a Government Institution”.

The Ministry of Agrarian Affairs and Spatial Planning/National Land Agency, the Ministry of Law and Human Rights, the Ministry of Education, Culture, Research and Technology, Kediri City Government, and Hulu Sungai Selatan Regency Government received the award for “Best Sustainability, Connectivity and Impact by a Government Institution.

The competition brought together 200 individuals from various ministries, institutions and local governments from across Indonesia.

Since the competition's inception in 2018, several awards have been conferred on government entities that demonstrate exemplary performance in public complaints handling. This year's competition received an overwhelming response, with 749 participants registering– up by 54 percent compared to the previous edition. Moreover, several institutions, including government-owned enterprises and universities participated in the competition for the first time.

Mr. Norimasa Shimomura, Resident Representative of UNDP conveyed his appreciation to the participants. “I’m pleased to note that we received a surge in applications.  I believe this high level of interest reflects the growing relevance of digitalized tools in Indonesia’s public service,” he said. “Your contributions have been invaluable because they have generated many ideas to enhance SP4N-LAPOR! as we aim to boost its impact on all Indonesians, regardless of age, gender or physical ability. The best practices you have presented demonstrate strategies to establish safe and inclusive mechanisms for civic engagement,” he added.

Ms. Diah Natalisa, Deputy for Public Services of the Ministry of Administrative and Bureaucratic Reform highlighted the importance of holding the competition. “The competition is a form of motivation for public service providers to develop integrated and participatory management of public service complaints. It is useful for improving the quality of public services on an ongoing basis, as well as the knowledge sharing in delivering public services,” she said.

Yun-gil Jeong, Country Director of KOICA, which provides funding for the joint effort recognized the strong partnership with UNDP and the Government, noted, “SP4N-LAPOR! is one of our important and priority projects. We recognize that this project has played a very significant role in enhancing people’s satisfaction with the government’s public service, which is one of the important policy agendas of the Indonesian government.”

“I hope the competition will make a positive impact on the public complaint handling system of Indonesia and at the same time for the enhancing public service provision in the country,” he added.

Following a rigorous evaluation, 51 participants were identified from the pool of s finalists for their outstanding performance in managing and resolving public complaints. 17  were selected to receive this year’s most coveted awards.

Other public service units who received awards were the Directorate General of Customs and Excise, the Ministry of Finance, Janti Public Health Center in Malang, Bendan Hospital in Pekalongan, Tugu Tirta Drinking Water in Malang, and Tangerang Regency Government Health Office, each of whom received one award.

“We hope these institutions can serve as examples for other government agencies and motivate them to improve their performance and commitment to managing complaints. To improve the quality of public service, complaints must be managed with regular monitoring and evaluation, and resolved through active collaboration with internal stakeholders,” said Rini Widyantini, Secretary General of the Ministry of Administrative and Bureaucratic Reform who spoke on behalf of Minister Tjahjo Kumolo.

The competition is a priority of the joint KOICA-UNDP SP4N-LAPOR! project. SP4N-LAPOR! (Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional-Layanan Aspirasi dan Pengaduan Online Rakyat) -- National Public Service Complaints Handling System allows Indonesian citizens to send directly from the comfort of their mobile phones their feedback on the quality of public services and voice their views on how to improve them. 

SP4N-LAPOR! was recently enhanced to include gender equality and social inclusion strategies which ensure everyone in Indonesia has an equal voice in the delivery of public services. Funded by KOICA, the project is implemented in Indonesia with the leadership of the Ministry of Administrative and Bureaucratic Reform, and the support of the Executive Office of the President, the Ombudsman, Ministry of Home Affairs, and Ministry of Communication and Information Technology.



UNDP Indonesia, SP4N-LAPOR National Project Officer, Fatahillah, 

UNDP Indonesia Communication Specialist, Tomi Soetjipto, 

UNDP Indonesia SP4N Lapor! Marketing and Communication Officer, Philip Nalangan,