Beginning in 2017, USAID supported the Indonesian government to develop its public feedback system called SP4N LAPOR!, which stands for National Public Service Complaint Management System. Today, SP4N LAPOR! (which means Report! in Bahasa Indonesia) is a critical tool for citizen engagement, with 1.9 million active users who directly report issues related to public services. The platform's success marks a significant leap forward in Indonesia's commitment to transparent, accountable governance.
Before SP4N LAPOR! was created, Indonesians faced significant challenges when trying to report issues related to public services. The process was fragmented, with no standardized system across government agencies. Citizens had to navigate a complex web of departments, and it could be unclear where they should direct their complaints. This lack of coordination and transparency made it difficult to resolve issues in essential services like healthcare and infrastructure, and eroded citizens’ trust in their government.
To increase transparency and accountability, Indonesia began developing a new public complaint management system with the goal of centralizing feedback for all government agencies through one integrated platform. The government launched the first version of SP4N LAPOR! in 2011. But by 2017, the new platform was still struggling to grow in popularity and effectiveness.
That year, the Indonesian government invited USAID to provide technical assistance to expand the platform’s reach among institutions at all levels of government. USAID also introduced automated systems to streamline the complaint handling process, reducing opportunities for bribery and corruption.
The automated process for handling complaints also reduced the scope for corruption, bureaucratic delay, and mismanagement. LAPOR! became a “no wrong door” platform, which means that complaints are automatically routed to the correct agency, reducing the burden on users to correctly identify the most suitable recipient – which can be a complicated and time-consuming process. This innovative use of automation makes it easier for citizens to report issues with increased confidence that their concerns will be addressed, in turn raising the likelihood that they will report issues in the first place.
As of 2023, SP4N LAPOR! was connected to more than 670 government agencies. Since its launch, the platform has received 2.1 million complaints. LAPOR! is particularly popular among Millennial and Gen Z Indonesians, providing an important point of contact between government and the younger population. The LAPOR! mobile application has become the most popular way for users to engage with the system, allowing them to submit complaints, track their progress, and receive real-time updates. The amount of time needed to resolve complaints has also fallen dramatically – from an average of 27 days before LAPOR! to 13 days in 2017 – to less than five days today.
“As a channel for feedback from the public, the LAPOR! platform helps the government set priorities. At the same time, it shows regular people that democracy delivers,” said Merita Gidarjati, Local Governance Specialist at USAID Indonesia.
USAID continues to spread awareness of LAPOR! in communities, including as a tool for citizens to report environmental transgressions at the national and local levels. As a result of USAID’s efforts, the government institutions across Indonesia are taking their citizens’ voices into account to improve public services, address corruption, and increase transparency. Today, SP4N LAPOR! stands as a model of effective governance, showing how digital solutions can enhance public service delivery and empower citizens to have a direct voice in shaping their communities.
