LAPOR is an online citizen complaints management system and it was designed to increase public participation in the supervision of programs and government performance as well as the provision of public services. LAPOR is an integrated online system that is easily accessible through various online platforms including: 1) text messaging 1708 (based on Indonesia’s Independence day on 17 August), 2) mobile application (LAPOR!) on Android and Blackberry – IOS still under development, (3) the internet (www.lapor.go.id), 4) Facebook (facebook.com/ LayananPengaduanOnlineRakyat), 5) Twitter (@LAPOR1708 or #LAPOR), 6) YouTube (@LAPOR1708), and 7) Instagram (@LAPOR1708).
Through these online platforms, citizens can submit their petitions and complaints to uncover issues internally or in-service provision in highlighting existing challenges. the Ministry of Administrative and Bureaucratic Reforms (KemenPAN-RB) is the responsible agency for the management of daily operations and administration of LAPOR. Up until March 2017, LAPOR had attracted more than 560,000 users and continues to receive, on average, 800 daily reports through the platform. To this end, LAPOR has become the forerunner of national integrated complaints management systems.
Currently, under President Joko Widodo (Jokowi), LAPOR is still a cornerstone for complaints handling with KemenPAN-RB, KSP, and ORI as the national partners of the system. In 2016, LAPOR was defined as the National Public Service Complaints Management System (SP4N: Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional) based on KemenPAN-RB regulation No.3/2015 which led to the Presidential Regulation No.76/2013 on the management of public complaints within public services. Together, KemenPAN-RB, ORI, and KSP manage LAPOR after the signing of Joint Memorandum of Understanding in March 2016 on the utilization of LAPOR as SP4N.
The United Nations Development Programme (UNDP) in Indonesia has been initiating a new programme with the Korean International Cooperation Agency (KOICA) to support the Government of Indonesia in strengthening the capacity of government to handle civil petitions that can improve public service provision over time. In doing so, UNDP and KOICA has been establishing a tripartite collaboration with the Ministry of Administrative and Bureaucratic Reforms (Kemenpan) to develop a comprehensive and integrated national strategy on the public service complaint management system. This joint collaboration is also intended to capacitate respective agencies responsible for the management and operation of LAPOR.
The project aims to enhance the e-governance system if the government of Indonesia by strengthening of the national complaint handling system SP4N LAPOR!. In achieving the objective, there are three main output that expected to be achieved: 1) developed masterplan and roadmap for a comprehensive national complaint handling system (SP4N-LAPOR!); 2) Enhanced institutional capacity on complaint handling of national and subnational governments through Invitational and Local trainings; and 3) Increased government and public awareness on SP4N-LAPOR!, and citizen participation to improve the system, with particular attention to women, youth, Persons with Disabilities (PwDs) and other marginalized groups of the population through Workshops and Promotions.
Under the supervision of the National Project Manager (NPM) for SP4N-LAPOR, Outreach and Advocacy Officer provides support to implementation of the Output three of the SP4N_LAPOR! project particularly in relation to increase understanding, awareness and capacity of community at grassroot level in accessing and utilizing LAPOR! on delivering public complaint. In parallel to that, under supervision of the NPM, Outreach and Advocacy Officer also provides support the project in advocating government sector awareness on open access of complaint system to community level through the appropriate ways, sustainable manners and reliable instruments.
Within the delegated authority and under the supervision of National Project Manager SP4N LAPOR or his/her designated mandated representative(s), the UN Volunteer Outreach & Advocacy Officer will:
• Provide support to NPM in planning, activity preparation and monitoring and evaluation of the SP4NLAPOR! project.
• Conduct assessment and research on communication and outreach opportunity for community and government sector to raise awareness on SP4N-LAPOR!.
• Identify priority audiences for outreach and advocacy in regard to raise awareness and to increase usage of LAPOR! as public complaint mechanism.
• Prepare, develop and conduct public campaign to promote SP4N-LAPOR! with on-site and online engagement.
• Develop advocacy campaigns relating to the role of the SP4N-LAPOR! in regard of major topics and trends in the domains of public service and basic need citizen fulfilment.
• Develop community friendly communication materials, tailored to priority audiences about LAPOR! by seeking and using relevant inputs from the community groups, relevant project beneficiaries, related strategic partners and donor.
• Prepare workshops, group discussions and meetings in regard to raise awareness both of government and community sector on usage of SP4N-LAPOR!.
• Assist in maintaining relations with various key SP4N-LAPOR Project stakeholders, including government sectors, civil society organizations, communities and media to communicate the mandate and objective and mechanism of SP4N-LAPOR!.
• Assist in organizing & preparing events, launches of publications, seminars and conferences, and campaigns.
• Assist in regular team and other meetings (including preparing agenda and minutes).
• Perform any other substantive and/or administrative task that might be required or assigned by the supervisor.
