IMPLEMENTASI PROGRAM SP4N-LAPOR! SEBAGAI INOVASI DI PEMERINTAH DAERAH KOTA TANGERANG

Abstract

SP4N-LAPOR! (National Public Service Complaint Management System - People's Online Aspiration and Complaint Service), which is a service for conveying all community aspirations and complaints through several complaint channels. This study examines the implementation of the SP4N-LAPOR! program as a public service innovation in the Local Government of Tangerang City. Developed as part of Indonesia’s Electronic-Based Government System (SPBE), SP4N-LAPOR! functions as a national integrated one-door complaint management platform. Using a qualitative literature review approach, the study analyzes the program’s implementation through Charles O. Jones’ framework: organization, interpretation, and application. The findings reveal that the organizational structure for managing public complaints consisting of the Department of Communication and Informatics (Diskominfo), liaison officers, and operators in each regional device organization has been well established. However, several challenges persist, including limited human resources, slow response times, and relatively low utilization compared to the city’s population. The interpretation aspect shows that technical guidelines generally follow national SP4N standards, though detailed local documentation remains limited. In terms of application, the workflow of verification, disposition, follow-up actions, and evaluation operates systematically with support from digital channels and regular monitoring by city leadership. The study concludes that SP4N-LAPOR! implementation in Tangerang City is relatively effective in enhancing transparency and accountability of public services, yet improvements are needed in human resource capacity, technological optimization, and broader public outreach.