Perbandingan Implementasi Sistem Pengaduan Publik Digital: Studi Kasus SP4N-LAPOR! Indonesia dan One service Singapur

Abstract

The advancement of digital technology has encouraged governments to develop public complaint systems tat are more efficient and responsive to citizens’ needs. This study examines the implementation of SP4N-LAPOR! in Indonesia and OneService in Singapore, with particular attention to operational mechanisms, implementation challenges, and their implications for the quality of public services. The research employs a literature based approach using descriptive and comparative analysis of academic publications, policy documents, and official government reports. The findings indicate that OneService demonstrates notable strengths in system integration, automated complaint workflows, and timely responses to public feedback. In contrast, while SP4N-LAPOR! has expanded access through multiple reporting channels and increased public participation, its overall effectiveness remains constrained by inter agency coordination issues and disparities in digital literacy across regions. These findings suggest that the success of digital public complaint systems depends not solely on institutional capacity and meaningful public engagement. Lessons drawn from the OneService model may offer valuable insights for strengthening SP4N-LAPOR! and advancing digital governance policies in Indonesia.

Abstrak

Perkembangan teknologi digital mendorong pemerintah untk menyediakan sistem pengaduan publik yang cepat, transparan, dan mudah di akses. Penelitian ini menelaah perbandingan implementasi SP4N-LAPOR! di Indonesia dan OneService di Singapura melalui studi Pustaka dengan analisis deskriptif koomperatif. Fokus analisis mencangkup mekanisme operasional, hambatan implementasi, dan dampak terhadap kualitas pelayanan publik. Hasil penelitian menunjukan bahwa OneService unggul dalam integrasi antarinstansi, otomatisasi alur pengaduan, serta penyampaian pembaruan status yang cepat kepada masyarakat. Sementara itu, SP4N-LAPOR! berhasil menyediakan berbagai kanal pengaduan dan meningkatkan partisipasi publik, namun efektivitas belum sistem masih dibatasi oleh koordinasi antar lembaga yang belum optimal dan variasi literasi digitl di berbagai wilayah. Temuan ini, menegaskan bahwa keberhasilan sistem pengaduan digital bergantung tidak hanya pada teknologi, tetapi juga pada kapasitas instituti dan keterlibatan Masyarakat. Pembelajaran dari OneService dapat menjadi acuan untuk memperkuat  SP4N-LAPOR! daan kebijakan digital governance di Indonesia agar lebih responsive dan inklusif.