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Identifying the effectiveness and impact of public communication tools

Centre for Innovation Policy and Governance

Project type Research 

Country Indonesia 

Support £73,011

Country Engagement Developer Ria Ernunsari

“Understanding the context in which reporting tools operate effectively, is imperative.” — Fajri Siregar, CIPG


reports each day are submitted through LAPOR!


of these reports are followed up

Start date
May 2015
End date
August 2016
Period: 15 months


The use of information communication technologies (ICT) tools in creating new channels for public participation has been widely acknowledged. In fact, ICT is regarded a key factor to bring about positive development across various sectors within state and society.

The Indonesian government, as part of the Open Government Initiative, has introduced a public reporting tool that enables citizens to submit their complaints about unsatisfactory quality of public service delivery. LAPOR! as it is called, has been regarded as a successful initiative, through which citizens can log their complaints and the government is expected to respond. Recently, other similar reporting tools have been launched by several government agencies, with a varying degree of success. Not all citizens use these tools frequently. It is clear that the existence of public communications tools will not automatically lead to communication. To prevent reinventing the wheel, it is important to look at existing tools and the factors that have lead to their success or failure, so that government actors take these lessons into account whenever they start using a (new) communications channel.



The Centre for Innovation, Policy and Governance (CIPG) aims to identify the effectiveness and impact of public communication tools. The project looks at several public reporting tools in Indonesia and by using mixed research methods, the study aims to answer the following questions:

  1. To what extent have public reporting tools reached their objectives?
  2. Who are the actual users of such tools?
  3. Who is still excluded from the platform?
  4. What are the drivers and barriers in implementing a public reporting tool?

CIPG also examines whether these tools increase the capacity of the state to deliver public services.


The Centre for Innovation, Policy and Governance (CIPG) is a research-based advisory group working in the area of science, technology, innovation and governance. Based in Jakarta, Indonesia, several CIPG’s associates are also affiliated with research centres in the United Kingdom. With well-experienced research staff, CIPG is becoming the leading advisory group combining sub-national and international organisations.