The National Public Service Complaints and Management System – the People’s Online Aspiration and Complaint Service or SP4N-LAPOR! is a service for conveying all the aspirations and complaints of the Indonesians. This project is aimed to manage complaints from the public in a simple, fast, precise, thorough and well-coordinated; providing access for public participation in submitting complaints and improving the quality of public services. SP4N-LAPOR! can be accessed through several ways – website, SMS 1708, twitter and mobile applications. As of now, SP4N-LAPOR! has been connected with 34 Ministries, 100 government agencies, and 490 local governments in Indonesia. Until 30th November 2022, 747.924 complaints have been reported by the citizen through SP4N-LAPOR!. With the very high traffic of complaints and aspirations submitted by the public, this can be the way to simplify the interaction between the citizens and the government. Hence, the government can evaluate their public services so this may lead to the enhancement of the quality of the public services.

https://www.lapor.go.id/

• Indonesia

• Youth
• Older persons
• Women
• Indigenous and nomadic peoples
• People with disabilities
• The unemployed
• The poor
• Migrants
• Refugees and internally displaced people
• Remote and rural communities

This application is a generic application that can be used by all governmental offices in Indonesia. So, all of the governmental offices can have the same quality, integrated and centralized reporting services. And this also support the "no wrong door policy" so the public's complaints and aspirations will be responded and handled by the authorized institutions.

SP4N-LAPOR! is aimed to realize the “no wrong door policy” which guarantees the public right on freedom to speak. Therefore, any type of complaints and aspirations from anywhere can be submitted to SP4N-LAPOR! and will be responded and handled by the authorized institutions. The sustainability of this project is validated with the Indonesian government’s policy by establishing the 2020-2024 National Public Service Complaint Management System Road Map to illustrate the initial conditions and expected conditions as well as the stages in implementing a public service complaint management system. Furthermore, some regulations underlying this project to ensure the sustainability of its implementation, i.e;
o Law of The Republic of Indonesia Number 14 of 2008 on Disclosure of Public Information
o Law of The Republic of Indonesia Number 37 of 2008 on Ombudsman
o Law of The Republic of Indonesia Number 25 of 2009 on Public Services
o Regulation of Government of the Republic of Indonesia Number 61 of 2010 on Implementation of Law on Transparency in Public Information
o Regulation of Government of the Republic of Indonesia Number 96 of 2012 on Implementation of the Public Services Act
o Presidential Regulation Number 76 of 2013 on National Public Service Complaint Management
o The Ministry of State Apparatus Utilization and Bureaucratic Reform Regulation Number 24 of 2014 on Guidelines for Implementing National Public Service Complaint
o The Ministry of State Apparatus Utilization and Bureaucratic Reform Regulation Number 3 of 2015 on the National Public Service Complaint Management System Roadmap

This project ensures citizen’s freedom of speech and equal rights to express their aspirations and complaints about public services based on their situation. Furthermore, with the existence of a one stop complaint platform, there is an assurance that citizen’s aspirations and complaints will be delivered to authorities to be solved. Not to mention, SP4N-LAPOR! also supports other WSIS values such as tolerance, solidarity and respect for nature because essentially all walks of life in Indonesia can express their complaints and aspirations related to intolerance, threat and environmental damage using this application. Hence, those problems will be conveyed to the right institution so it can be solved.