TINJAUAN TERHADAP SP4N-LAPOR SEBAGAI SARANA PENGADUAN PELAYANAN PUBLIK (STUDI KASUS KANTOR PERWAKILAN OMBUDSMAN RI LAMPUNG)

Abstract

Public dissatisfaction with public services has led to numerous complaints on social media. However, complaining or reporting on social media can have negative impacts, such as influencing public opinion, allowing anyone to intervene, and exposing personal identities. Based on this background, a system was created to handle national public service complaints called the National Public Service Complaint Management System for People's Online Aspiration Services (SP4N-LAPOR). The author sought information from the Lampung Ombudsman Office, which is tasked with overseeing SP4N-LAPOR. To determine whether this system meets public needs, the author used the Citizen-Centric concept, which includes five indicators: needs recognition, business collaboration, data sharing and exchanging, service delivery, and feedback and improvement. Of the five indicators, business collaboration, data sharing and exchanging, and service delivery are optimal. However, two indicators require further optimization to ensure SP4N-LAPOR remains a reliable public complaints platform: needs recognition and feedback and improvement.