The Effectiveness of LAPOR! In Efforts to Improve the Quality of Public Services in South Bolaang Mongondow Regency
Keywords:
Effectivity, LAPOR!, Public Service, South Boolang MongondowAbstract
This research examines the effectiveness of the LAPOR! (People's Online Aspiration and Complaint Service) platform as a tool to improve the quality of public services in South Bolaang Mongondow Regency. LAPOR! is designed to facilitate the public in submitting aspirations and complaints through digital channels. Although it has been implemented since 2018, the number of complaints submitted in the district is still very low compared to the national average, indicating challenges in its adoption and utilization. The research used a case study approach to explore the level of community participation, the admin's ability to manage reports, and the platform's role in supporting government transparency and responsiveness. The results show that low digital literacy and limited infrastructure are major barriers. However, when optimized, LAPOR! has the potential to be an effective tool to improve government-community relations, accelerate complaint handling, and promote public service accountability. This research recommends strengthening digital literacy, training admins, and improving access to technology to maximize the function of LAPOR! in South Bolaang Mongondow District.
Downloads
References
Baek, Seongjin, Kim, Hyungjun, and Lee, Taehyun. "The Role of Infrastructure in Enhancing Digital Public Service Efficiency." Journal of Public Administration Research 45, no. 3 (2021): 345-368.
Bouckaert, Geert, and Peters, B. Guy. The Palgrave Handbook of Public Administration and Management. London: Palgrave Macmillan, 2021.
Chen, Xiangming, and Zhang, Jianhua. "Digital Public Service Innovation and Its Impact on Community Participation." E-Government Quarterly 35, no. 2 (2021): 123-138.
Duncan, W. Jack. Organizational Behavior and Performance. Boston: Houghton Mifflin, 1973.
Kreps, David, and Richardson, Mary. "Citizen-Centric Approaches in Digital Public Complaint Platforms: Lessons from the '311' System." International Journal of Public Sector Management 34, no. 4 (2021): 412-428.
Lee, Hojung, and Kwak, Yong. "Digital Divide in E-Government: Challenges for Remote Communities." Government Information Quarterly 37, no. 1 (2020): 15-24.
Mergel, Ines, Edelmann, Noella, and Haug, Catherine. "Digital Transformation in Public Administration: Innovations for Better Service Delivery." Journal of Digital Government 45, no. 2 (2020): 112-126.
Nurhayati, Rina, Rahman, Aziz, and Haryanto, Didi. "Accountability in Public Service Platforms: Insights from Indonesia." Asian Journal of Governance 13, no. 3 (2022): 75-92.
Osborne, David, and Gaebler, Ted. Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector. Reading, MA: Addison-Wesley, 2019.
Pratama, Aditya, and Widodo, Ari. "Administrative Challenges in Managing Public Complaints: An Indonesian Perspective." Indonesian Public Administration Review 15, no. 4 (2023): 56-70.
Rahman, Abdul, and Idris, Fadli. "Digital Literacy and Public Participation in E-Governance." Journal of Digital Inclusion 24, no. 1 (2022): 34-48.
Setiawan, Budi, and Putri, Sinta. "Strengthening Accountability in Digital Public Complaint Platforms: Evidence from Indonesia." Journal of Public Policy and Administration 16, no. 3 (2022): 221-238.
Wong, Jessica. "Participation in E-Government Platforms: Factors Influencing Citizen Engagement." Public Administration and Development 40, no. 4 (2020): 225-240.
Yusuf, Amrul, and Arif, Hanif. "Transparency in Digital Public Complaint Platforms: Challenges and Opportunities." Journal of Transparency and Public Policy 11, no. 2 (2021): 45-59.
Zeithaml, Valarie A., Berry, Leonard L., and Parasuraman, A. "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality." Journal of Retailing 64, no. 1 (2020): 12-40.
Zhang, Wei, and Baker, Jane. "Digital Literacy and Its Role in Enhancing Public Engagement with E-Government Platforms." Journal of Digital Interaction 19, no. 2 (2021): 95-108.
