Implementation of the Smart Government Program Policy Through the National Public Service Complaint Management System (SP4N-LAPOR) in Sukabumi City
DOI:
https://doi.org/10.61492/t9w3rj21Keywords:
Digital Government, Policy Implementation, Public Service, Smart Government, SP4N-LAPORAbstract
The implementation of digital-based public services has become an essential component in supporting smart government. However, the utilization of the National Public Service Complaint Management System (SP4N-LAPOR) in Sukabumi City has not yet been fully optimized. This study aims to analyze the implementation of the Smart Government program through SP4N-LAPOR in Sukabumi City and identify the supporting and inhibiting factors affecting its implementation. This study employed a qualitative approach with a descriptive design. Data were collected through in-depth interviews, observations, and documentation studies involving the Communication and Information Office, related regional agencies, and community members as informants. Data analysis was conducted using the interactive model of Miles, Huberman, and Saldaña, while the analytical framework referred to the policy implementation model of Van Meter and Van Horn. The findings indicate that the implementation of SP4N-LAPOR has been supported by clear policy standards, adequate technological infrastructure, and positive commitment from implementers. Nevertheless, several obstacles remain, including uneven human resources, limited public policy communication, differences in responsiveness among agencies, and the tendency of citizens to use social media rather than official complaint channels. Therefore, strengthening human resource capacity, inter-agency coordination, and digital literacy is necessary to optimize the implementation of Smart Government in Sukabumi City.
Downloads
References
Bewinda, R., Andi Fitri Rahmadany, & Mansyur Achmad. (2024). Community Complaint Services Through Electronic Complaint Channels in Increasing the Effectiveness of Government Affairs Compulsory Basic Services. Journal of Humanities and Social Sciences Studies, 6(9), 89-97. https://doi.org/10.32996/jhsss.2024.6.9.11
Candra, R., Pratama, A., & Suryani, D. (2025). Implementation of SP4N-LAPOR in supporting electronic-based government systems in Indonesia. Journal of Public Policy and Governance, 8(1), 45–59.
Creswell, J. W., & Creswell, J. D. (2018). Research design: Qualitative, quantitative, and mixed methods approaches (5th ed.). Sage Publications.
Gil-Garcia, J. R., Dawes, S. S., & Pardo, T. A. (2018). Digital government and public management research: Finding the crossroads. Public Management Review, 20(5), 633–646. https://doi.org/10.1080/14719037.2017.1327181
Gil-Garcia, J. R., Dawes, S. S., & Pardo, T. A. (2021). Introduction–Digital government and public management research: finding the crossroads. Digital Government and Public Management, 1-14. https://doi.org/10.4324/9781003258742
Hossin, M. A., Du, J., Mu, L., & Asante, I. O. (2023). Big data-driven public policy decisions: Transformation toward smart governance. Sage Open, 13(4), 21582440231215123. https://doi.org/10.1177/21582440231215123
MacLean, D., & Titah, R. (2022). A systematic literature review of empirical research on the impacts of e-government: A public value perspective. Public Administration Review, 82(1), 23–38. https://doi.org/10.1111/puar.13413
Mergel, I., Ganapati, S., & Whitford, A. B. (2023). Digitally induced change in the public sector: A systematic review and research agenda. International Review of Administrative Sciences, 89(4), 1121–1140. https://doi.org/10.1177/00208523231187979
Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative data analysis: A methods sourcebook (3rd ed.). Sage Publications.
Sarjito, A. (2025). Leveraging virtual organizations for e-government effectiveness: A case study of Indonesia’s SP4N-LAPOR! program. JeDEM - EJournal of EDemocracy and Open Government, 17(3), 25–58. https://doi.org/10.29379/jedem.v17i3.996
Sugiyono. (2023). Metode penelitian kuantitatif, kualitatif, dan R&D (2nd ed.). Alfabeta.
Van Meter, D. S., & Van Horn, C. E. (1975). The policy implementation process: A conceptual framework. Administration and Society, 6(4), 445–488. https://doi.org/10.1177/009539977500600404
Wahyudi, S., Yusup, A., & Perdana, M. R. (2025). Analysis of digital transformation of public administration in improving the effectiveness of government services in Indonesia. Jurnal Konseling dan Pendidikan, 13(3), 574-585. https://doi.org/10.29210/1183900
Wildhani, A.M., Nurmandi, A., Misran, Subekti, D. (2023). Application of SP4N-LAPOR to Improve the Quality of Public Services and Information (Case Study in Indonesia). In: Stephanidis, C., Antona, M., Ntoa, S., Salvendy, G. (eds) HCI International 2023 Posters. HCII 2023. Communications in Computer and Information Science, vol 1835. Springer, Cham. https://doi.org/10.1007/978-3-031-36001-5_38
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Siti Nur Syipa, Munandi Saleh, Tuah Nur (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
