Implementation of SP4N-LAPOR! in the Kampar Regency Government Based on Regulation of the Minister of Administrative and Bureaucratic Reform Number 5 of 2025 concerning the National Public Service Complaint Management System

Pelaksanaan SP4N-LAPOR! pada Pemerintah Daerah Kabupaten Kampar Berdasarkan Peraturan Menteri PAN-RB Nomor 5 Tahun 2025 tentang Penyelenggaraan Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional

Abstract

This study analyzes the implementation of SP4N-LAPOR!, the national public service complaint management system, in the Kampar Regency Government, using Article 2 of Regulation of the Minister of Administrative and Bureaucratic Reform (PAN-RB) Number 5 of 2025 as the normative benchmark. It uses a socio-legal (empirical) method with observation, structured interviews at the Communication, Informatics and Cryptography Agency (Diskominfo) and the Inspectorate, and a questionnaire completed by 100 residents. Of 167 complaints received in 2022–2025, 39 were postponed and 27 were archived or rejected. Access is the most fulfilled objective (84%), while the use of complaint data to improve services and policies reaches only 24%; 76% of respondents said the system fell short of expectations. The constraints are limited human resources, formalistic agency responses tied to the budget cycle, weak oversight and sanctions, and low public awareness. The regional government has responded with periodic Regent Decrees, technical guidance, standard operating procedures, and multimedia socialization. Implementation is running but is not yet optimal.