Ministries And Institutions Sign Memorandum Of Understanding SP4N-LAPOR, MenPANRB: In Line With The President's Mandate

JAKARTA - A number of ministers and heads of government institutions signed a Memorandum of Understanding on the Management and Complaints System of the National Public Service-The People's Online Aspirations and Complaints Service (SP4N-LAPOR).

The ministers who signed this memorandum of understanding were Minister for Administrative Reform and Bureaucratic Reform (MenPANRB) Tjahjo Kumolo, Minister of Home Affairs (Mendagri) Tito Karnavian, Minister of Communication and Information (Menkominfo) Johnny G Plate, Presidential Chief of Staff Moeldoko, and Chairman of the Indonesian Ombudsman. Mohamad Najih.

"This memorandum of understanding is in line with the president's mandate to provide public services that emphasize speed, innovation and results-oriented," said Tjahjo in an online event broadcast on Thursday, September 9.

Tjajo explained that SP4N is a complaint system created by the government to support the principle of open government and improve the quality of public services.

Moreover, excellent public service is a reflection of the criteria of the State Civil Apparatus (ASN) who have good morals. "The cooperation and synergy between the five agencies and institutions is a reflection of the collaboration in which they jointly oversee the vision of improving public services through complaint management," said Tjahjo.

Later, the KemenPANRB, continued Tjahjo, will oversee the formulation of matters relating to the SP4N-LAPOR policy by considering input from other managers. This is done because the ministry is the builder of public services.

Meanwhile, Presidential Chief of Staff Moeldoko said SP4N-LAPOR is the government's way to overcome communication bottlenecks related to public services. However, it must be carefully considered whether this online service is effective or not.

Moeldoko said this effectiveness can be done by looking at the reporting graph. If the number of graphs is increasing, it means that it shows a positive thing because people believe in complaining and getting a high-quality response.

"But if the complaints go down, then this is a danger. It means that maybe the public does not understand about SP4N-LAPOR so that socialization needs to be more intensive. Or the second reason is that the reports submitted do not get quality answers," he said.

"If this is the case, then we must introspect again. Introspect again," added Moeldoko.

Closing the event, the Minister for Political, Legal and Security Affairs (Menko Polhukam) Mahfud MD expressed his appreciation to the ministers and heads of institutions who have agreed to sign this memorandum of understanding.

"This MoU has a strategic value for concrete manifestations in realizing a door to door policy that guarantees the right of the community so that complaints from anywhere and any type of complaint will be channeled to public service providers who are authorized to handle it," he concluded.