February 29, 2024

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Improving Government Service Experience in Indonesia

Indonesia has agreed on a Joint Action Plan for Management System Synergy National Public Service Complaint (SP4N) – People’s Online Aspiration and Complaint Service (LAPOR!). The action plan provides an operational framework for each agency associated with the project, including the Ministry of State Apparatus Empowerment and Bureaucratic Reform (PANRB), the Ministry of Home Affairs, the Ministry of Communication and Information (Kominfo), the Presidential Staff Office (KSP), and the Indonesian Ombudsman.

The government intends SP4N and the ‘LAPOR!’ application to be the primary avenue for people throughout Indonesia to express concerns and the foundation for improving the quality of public services.

“The goal of this joint action plan is for the five SP4N-‘LAPOR!’ management agencies to be able to carry out their duties and authorities under their respective roles in the future to achieve the targets that have been set,” Assistant Deputy for Digital Transformation of Public Services of the Ministry of PANRB Yanuar Ahmad explained after signing the SP4N-LAPOR Synergy Joint Action Plan! in Jakarta.

This action plan will serve as a technical guide to realising the targeted goals, the number of reports, the quality of follow-up, and the interoperability of agencies, as further discussed following the Roadmap SP4N-LAPOR!, which has been compiled in PANRB Ministerial Regulation No 46/2020.

This action plan is developed from the agreement and the Memorandum of Understanding on SP4N Synergy Using the LAPOR! Application. This initiative also intends to improve coordination across the ministries and agencies that have agreed in the MoU and PKS to collaborate on the strengthening and execution of SP4N-LAPOR!

Furthermore, this implementation plan increases efficiency and effectiveness in SP4N-‘LAPOR!’ management, particularly at the national structure level, in expediting bureaucratic reform and improving the public service quality. It should be noted that the PANRB Ministry’s six programmes are outlined in the action plan.

Institutional strengthening: organisation and governance, strengthening the SP4N coordination node (Hub), boosting HR capacity, institutional strengthening: monitoring and evaluation programmes and optimising the use of complaint information, streamlining IT: Integration, and strengthening communication and public involvement are among them. It is hoped that in the future, SP4N-‘LAPOR!’ will be the exclusive outlet for complaints about public services.

Anas also visited multiple regencies to boost local government performance with government apps and digitalisation: Government Agency Performance Accountability System (SAKIP). He reiterates that adopting SPBE will undoubtedly improve efficiency in various areas, including work speed, decision-making, policy formation, and the service process.

According to Minister Anas, the State Civil Apparatus (ASN) must be ready to adapt to the digital environment. Minister Anas stressed that digitalisation is the only way to improve governance and impact society. Citing President Joko Widodo, Anas emphasises that bureaucracy is not a pile of paper; it must be dynamic and have an impact. The actual work of bureaucrats must be quantifiable.

He urged the health sector to implement similar digitalisation initiatives to reduce the number of stunted children in Indonesia. According to President Joko Widodo’s directions, the frequency of stunting is expected to fall to 14 per cent in 2024, down from 21.6 per cent in 2022. It is likely to fall to 17.8 per cent in 2023 and 14 per cent in 2024.

Minister Anas also stated that the stunting reduction initiative is being hastened by adopting the Electronic-Based Government System, a digital plan (SPBE). SPBE is a government administration that provides services to government agencies, state civil servants (ASN), business people, communities, and other parties through information and communication technology. Currently, the districts/cities with the highest frequency of stunting have been mapped, and their SPBE maturity level has been connected to them.

He has also invited local government public malls (MPPs) to combine with digital services on several occasions (MPP Digital). He said that one of MPP Digital’s benefits is single-sign-on for all lines of public services. As a result, citizens can access resources across all services with a single user account.


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