Implementasi Program Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional - Layanan Aspirasi dan Pengaduan Online Rakyat (SP4N -Lapor) di Dinas Komunikasi dan Informatika Kota Medan

Abstract

This research is a qualitative research that aims to determine the implementation of SP4N-Lapor public services in the Medan City Communication and Informatics Service (DISKOMINFO) and to determine the obstacles faced by the Communication and Informatics Service in implementing SP4N-Lapor public services in Medan City. National Public Service Complaint Management System - People's Online Aspirations and Complaints Service (SP4N-LAPOR) is services for conveying all people's aspirations and complaints online that are integrated in the management of complaints in stages at each public service provider and managed by the Ministry of Administrative Reform and Bureaucratic Reform in collaboration with the Presidential Staff Office and the Ombudsman of the Republic of Indonesia as stated in the Regulation of the Minister of Administrative Reform and Bureaucratic Reform of the Republic of Indonesia Number 62 of 2018 concerning Guidelines for the National Public Service Complaint System. Data collection techniques using the method of observation, interviews and documentation. The analysis technique used is data reduction, data presentation, and drawing conclusions. The results of the study show that (a) Communication shows that communication is going well, seen from the socialization carried out by the Regional Government, in this case the Medan City Informatics Communication Service to the public regarding the SP4N-Report application program, but not yet evenly distributed in all areas in Medan city. (b) Resources, indicating that in implementing the SP4N-Lapor application program, the Medan city admin appointed as the management team has successfully handled all incoming complaints through the SP4NLapor application 100% verified perfectly without anything being postponed or archived and for facilities the local government has provided a laptop, wifi and printer which is also equipped with an air-conditioned room. (c) Disposition, indicating that the City Government has done its job well, seen from the way it follows up on complaints that come in and the form of socialization delivered to the people of Medan about the SP4N-Lapor application program. (d) Bureaucratic Structure, showing that the SP4N-Lapor application program is implemented with a clear Standard Operation Procedure (SOP) in accordance with PERMENPANRB No. 62 of 2018 concerning Guidelines for the National Public Service Complaint Management System (SP4N).