Date added: February 24, 2017Download - 1.1MB
Since joining the Open Government Partnership in 2011, the Indonesian Government has shown some commitment towards implementing initiatives that increase citizen voice and government and service-providers’ accountability to citizens and service users. These include a series information and communications technology (ICT)- based complaint-handling systems that give members of the public an opportunity to highlight problems with the delivery of public services to those in a position to fix them. Yet the reach and uptake of these systems – which are both national and local – varies considerably across the country, for a number of reasons.
This research examines four cases of complaint-handling systems. At the national level, it reviews LAPOR!, a one-stop complaint-handling platform set up by the Indonesian Government to manage citizens’ complaints and requests via SMS, smartphone apps and a website.
At the subnational level, it looks at the wider ecosystem of complaint-handling systems in three regencies: Bojonegoro, Indragiri Hulu and Indramayu. As well as evaluating how LAPOR! is used sub-nationally, the research looks at other systems in these regions, ranging from radio shows to regular face-to-face consultation spaces with local officials.
The research asks how, and by whom, complaint-handling systems are used, identifies a series of barriers to citizens using them, and explores the factors that shape their effectiveness and impact.
- Campaigning is a necessity for raising citizens’ awareness of newly established complaint-handling systems.
- Leadership by government officials is a key factor in implementing complaint-handling systems, at both national and local levels.
- Local governments need to make better use of complaint-handling systems to monitor and evaluate their performance, and ultimately improve it. Bureaucracy often gets in the way of responding to citizen complaints.
- Introducing advanced ICTs is no guarantee that systems will be widely used. Governments need to identify locally relevant technologies and adapt new systems accordingly.
- Building trust is a major factor behind optimising the use of complaint-handling systems. Eradicating people’s fear of making complaints – a longstanding issue in Indonesia – is a large part of this.
- The more non-state actors are involved in using and promoting a complaint-handling system, the more likely it is that ordinary citizens will be keen to use it as well.
About this publication
Publication type Research report
Publication year 2017
Page length 27 pagesDownload - 1.1MB
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