Jakarta, September,  24th  2019 – The United Nations Development Programme (UNDP), in partnership with the Korea International Cooperation Agency (KOICA) and the Ministry of Administrative and Bureaucratic Reform (KemenPANRB), today launched a new project to expand the National Integrated Complaint Handling system, known as SP4N-LAPOR!

The SP4N-LAPOR! aims to widen public participation in the monitoring of government performance, programmes, and the provision of public services. Once the system is connected to all subnational governments ( 34 provinces, 98 cities, 416 regencies),  it will significantly open up access of the platform to Indonesian people throughout the country.

“The strengthening of SP4N-LAPOR will enable Indonesian citizens throughout the country to submit and monitor their concerns and grievances regarding the quality of public services. The completion of the system will have a powerful, positive impact on enhancing the quality of services received by the people, ” said Drs Syafruddin, M.Sc., Minister of Administrative and Bureaucratic Reform at the launching of the Project, accompanied by Deputy for Public Services Diah Natalisa.

The KOICA-UNDP SP4N LAPOR! Project will cover 3 (three) major components. Firstly, the project will support the development of a masterplan for an integrated national complaint handling system. Secondly, the project will work closely with the national and subnational governments to provide technical trainings to improve local capacity in using the system. Thirdly, the project will increase the awareness of SP4N-LAPOR! within government and the public more widely, allowing more people to access the system.

Korean Ambassador, Mr. Kim Chang-beom said the new Project will enable the Republic of Korea, a leading country in digital innovation, to support e-governance in Indonesia and to share its best practices on e-governance to Indonesia and will strengthen the relationship with Indonesia with this collaboration

A recent UN survey has put South Korea at the top of the rankings in Asia among countries with the most effective e-governance system. We are very excited to share our best practices with the Government of Indonesia and helping to establish a more comprehensive and integrated complaint handling system in the country,” said Mr Kim.

Under the project, KOICA will invite Indonesian civil servants to the Republic of Korea to learn best practices of the Korean e-People system and highlight the importance of a strong and centralized complaint and information management system.  

The Resident Representative of UNDP in Indonesia,  Mr. Christophe Bahuet said that the new initiative is part of UNDP’s broader support towards achieving the Sustainable Development Goals or SDGs in Indonesia.

“Providing effective platforms to channel citizen complaints are an essential dimension of democracy and good governance. SP4N-LAPOR plays an important role in that respect and UNDP is very keen to support its further development with this project.  citizen feedback contributes to providing effective, accountable and inclusive public services, which are crucial for the achievement of the SDGs,” said Mr. Bahuet.



UNDP Indonesia Communication Specialist, Tomi Soetjipto, suryo.tomi@undp.org

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