Efektivitas Sistem Pengaduan Masyarakat Terintegrasi melalui SP4N-LAPOR! dalam Perspektif Good Governance di Kabupaten Tanah Datar
DOI:
https://doi.org/10.31958/istinarah.v8i1.16948Keywords:
Good Governance, Public Complaints, Public Service, SP4N-LAPOR!, Tanah DatarAbstract
This study examines the effectiveness of public complaint services through SP4N-LAPOR! in supporting the implementation of good governance in Tanah Datar Regency. The research employed a descriptive qualitative approach using a case study method. Data were collected through interviews, observations, and documentation involving local government agencies and community members who used the SP4N-LAPOR! service. The data were analyzed through data reduction, data presentation, and conclusion drawing. The findings show that the implementation of SP4N-LAPOR! in Tanah Datar Regency has generally run quite well and has started to support the principles of good governance, particularly in terms of transparency, accountability, public participation, and responsiveness in public services. Most public complaints received an initial response within 1–3 working days through coordination between system administrators and the relevant government agencies. In addition, the presence of a digital complaint service has gradually encouraged greater public participation in expressing aspirations and monitoring public services. However, the implementation of SP4N-LAPOR! still faces several challenges, including limited human resources, less effective coordination among agencies, low levels of digital literacy within the community, and limited transparency regarding the follow-up process of public complaints. This study indicates that the effectiveness of public complaint services is influenced not only by the availability of digital systems, but also by the quality of institutional coordination, transparency of public service information, and the readiness of the community to use digital services.
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