National Public Service Complaint Management System (SP4N LAPOR)
 www.lapor.go.id

The management of public service complaints in each implementing organization in Indonesia has not been managed effectively and integrated. Each implementing organization manages complaints partially and is not well coordinated. As a result, there is duplication in handling complaints, or it can even happen that a complaint is not handled by a single implementing organization, on the grounds that the complaint is not within its authority. Therefore, to achieve the vision of good governance, it is necessary to integrate the public service complaint management system in one door. The goal is for the public to have one complaint channel nationally.

For this reason, the Government of the Republic of Indonesia has established a National Public Service Complaint Management System (SP4N) - People's Online Aspiration and Complaint Service (LAPOR!) is a service for conveying all aspirations and complaints from the Indonesian people through several complaint channels, namely the website  www.lapor.go.id , SMS 1708, twitter @lapor1708 and the Android application. The SP4N-LAPOR! management institution is the Ministry of State Apparatus Empowerment and Bureaucratic Reform (Ministry of PANRB) as the Public Service Supervisor, the Presidential Staff Office (KSP) as the National Priority Program Supervisor and the Ombudsman of the Republic of Indonesia as the Public Service Supervisor. LAPOR! has been designated as the National Public Service Complaint Management System (SP4N) based on Presidential Regulation Number 76 of 2013 and Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform Number 3 of 2015.

SP4N-LAPOR! was formed to realize the “no wrong door policy” which guarantees the public’s right that complaints from anywhere and of any type will be channeled to the public service provider authorized to handle them. SP4N aims to:

• Organizers can manage complaints from the public in a simple, fast, precise, complete and well-coordinated manner;

• The organizer provides access for public participation in submitting complaints; and

• Improving the quality of public services.

If you are forced to accept, for example, the gift has been delivered through someone close to you (husband, wife, child, etc.) or you feel uneasy because it could offend the giver, then it is best to immediately report this to the Ministry of Industry's Gratification Management Unit online.

Features available in SP4N-LAPOR!

• Anonymous: A feature that can be selected by the reporter which will ensure that the reporter's identity will not be known to the reported party and the general public.

• Confidential: The entire contents of the report are not visible to the public.

• Tracking ID: A unique number that is useful for reviewing the follow-up process for reports submitted by the public.