| dc.description.abstract | This study aims to analyze the implementation of the National Public Service Complaint Management System (SP4N-LAPOR) program in responding to public reports and aspirations at the Department of Communication and Informatics (Diskominfo) of Simalungun Regency. SP4N-LAPOR is a technology-based public service innovation designed to promote openness, transparency, and accountability in government. However, its implementation at the regional level, particularly in Simalungun Regency, still encounters several challenges that affect the effectiveness of service delivery.
This research uses a qualitative approach with a case study method. Data were collected through in-depth interviews with two SP4N-LAPOR liaison officers and two members of the public who submitted reports, direct observation at the Diskominfo office, and documentation from system records and administrative support. The analysis refers to the implementation theory of George C. Edward III, which consists of four main indicators: communication, resources, disposition of implementers, and bureaucratic structure. The results indicate that in terms of communication, miscommunication occurred between liaison officers, government agencies (OPDs), and the public due to unclear information and a lack of direct public outreach. In terms of resources, the implementation faced technical issues such as power outages, slow internet connections, and the absence of dedicated budgets and incentives for implementers. Regarding disposition, although liaison officers claimed to carry out report dispositions according to procedure, observations revealed weak coordination and a lack of follow-up communication with the relevant OPDs. Meanwhile, the public expressed disappointment due to unresolved reports. Lastly, in terms of bureaucratic structure, despite formal structures being established through a Regent's Decree, frequent staff rotations and the absence of a formally approved SOP led to inconsistencies in field implementation.
This study recommends increasing face-to-face outreach, providing additional human and technical resources, accelerating the approval of SOPs, and strengthening coordination mechanisms between institutions. Optimizing SP4N- LAPOR implementation in Simalungun Regency is essential to achieving a public service system that is responsive, participatory, and transparent. | en_US |
