SP4N LAPOR: From Public Complaints to Good Governance
DOI:
https://doi.org/10.59944/jipsi.v5i3.1508Keywords:
Digital Transformation, Public Service, SP4N LAPOR, GOOD GOVERNANCEAbstract
This study analyzes the transformation of digital-based public services through the National Public Service Complaint Management System and People's Online Aspiration Service (SP4N LAPOR) and its contribution to good governance at the Communication and Informatics Office of South Sumatra Province. Using a qualitative descriptive method with a case study approach, data were collected through interviews, observation, documentation, and questionnaires. Analysis was conducted using Everett M. Rogers' Diffusion of Innovation Theory, encompassing relative advantage, compatibility, complexity, trialability, and observability. The findings indicate that SP4N LAPOR has contributed to transparency, accountability, and public participation in public services. The application facilitates online complaints, provides status tracking features, and helps the government manage complaints systematically. However, implementation still faces challenges such as low public digital literacy, suboptimal socialization, limited human resources, insufficient coordination among Regional Government Agencies (OPD), and limited supporting resources. This study concludes that digital transformation through SP4N LAPOR has positively impacted governance but requires strengthening in socialization, inter-agency coordination, complaint follow-up quality, and resource support for optimal system benefits.
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